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Business Profile

Horseback Riding

Flying Cross Ranch

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Horseback Riding.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:17/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for lessons for my daughter. Paid for these in advance and she only attended one lesson. When we discovered this wasn't the right fit for my daughter as the lessons consist of them riding in circles around a arena with no instruction I asked for clarification regarding the lessons and received none. I then told them we would not be returning and to please issue a refund which they have still refused to do claiming it is a non refundable payment.
    All I want is my money back for services we never received.

    Business Response

    Date: 17/11/2022

    We book our riding lessons on a monthly prepaid basis.

    We offer a free intro session so that people can try it before they pay so that they can see if it is the right fit for them or not.

    We do not offer refunds but do offer makeup lessons in place of lessons that have to be missed.

    We are very flexible and work hard to keep our clients happy and take care of our horses.

    A person needs to ride at a certain level before it is safe for them to do more in a lesson. The first few lessons a person takes are always at a walk. This is not only for the persons safety but also for the care of our horses.

    Our website states that these are non refundable lessons and that a missed lesson can be rebooked for a makeup lesson within 2 weeks of the missed lesson.

     

    On February 27 I received this email from the person making this complaint.

     

    "I
    wanted to start taking riding lessons with my daughter who is almost 16. Can we
    start with your introductory lesson and work from there?"

     

    I booked them both in for our free intro session March 1st.

    We give a free intro session so that they can try it out before they buy a monthly package. This also allows our instructor to see what level that they ride at. Horseback riding requires a certain level of knowledge and skill before you can move on from a walk.

     

    On March 16 I received the following email from her.

    "I would like to enrol my daughter in weekly lessons please.

    Thanks so much!"

     

    On March 23 the day of her daughters first lesson I received this email from her.

    "Just
    wanted to know how the lessons work exactly? Does she get any one on one time?
    Or is it just her in a group riding around the arena? And how do we pay?

    Thanks
    so much"

     

    My reply was as follows

    "Lessons
    are group not private. We do not offer private lessons. I will send you an
    invoice, you can pay through it or you can etransfer this email."

     

    On March 30 I received the following email at 1:49pm and the daughters lesson is at 6pm

    "Hi
    there

    ******
    won't be at lessons today.

    Thanks"

     

    On May 2 I sent her an invoice for the following month as we sell our lesson spots as a prepaid monthly package. She did not let me know that they intended to quit so I do not give away a persons spot until they let me know that they will not be back.

     

    I received the following email May 3

    "We
    haven't been attending any lessons. In fact My daughter only went for 1 lesson and I
    paid for 2. Would it be possible to receive a refund?"

     

    I responded with the following email

    "We
    do not give refunds we do offer makeup lessons if you cancel your lesson 24
    hours in advance. If you do not give notice you forfeit that lesson. I did not
    receive notice from you"

     

    I received the following reply

    "I
    did give notice via email to forfeit the lesson. 
    My
    daughter has left home and will not be returning for any lessons."

     

    I have never heard from her again since this email until she has recently been posting bad reviews everywhere that she can.

    I do not feel that a refund is warranted as we had a spot available, an instructor available and a horse tacked and ready and they did not show up for their scheduled lesson.

    Customer Answer

    Date: 17/11/2022



    Complaint: 18414739



    I am rejecting this response because:

     

    i did not sign up on the website. I emailed the owner from an ad I saw on Facebook and emailed her directly.no where in the correspondence between us was there anything stating that no refunds were given. The excuse of having a horse tacked and ready to go is also mute because on the website that I read yesterday it says one hour notice must me given.

     

    They have the right to cancel lessons at any time and will do refunds.  But when a customer pays for a service in advance only to find that the services are not as advertised and wishes to cancel they are refused a refund. 

     

    I just want my money back for services not rendered.




    Sincerely,




    ***** *******

    Business Response

    Date: 17/11/2022

    The following is our cancellation policy and refund policy that is on our website.

    Cancellation Policies


    We
    understand that life happens, so if you need to cancel your lesson for
    any reason we ask that you cancel at least 1 hour before your lesson.

    If you do not cancel your lesson prior to the 1 hour than you forfeit that lesson.

    Refunds will not be given for missed lessons

    Please call *** to cancel at ************

    If you cancel we ask that you reschedule your lesson within two weeks of your missed lesson or it will be forfeited.

    If
    we cancel for any reason we will switch the entire night of lessons to
    an-other night. For example; if Tuesday night is cancelled we will
    switch all of the Tuesday night lessons to Saturday. If you can not make
    the Saturday night lesson then it is up to you to reschedule in the
    next two weeks.

    Flying
    Cross Ranch reserves the right to terminate lessons for any rider at
    any time for any reason. In the event that Flying Cross Ranch terminates
    lessons, Flying Cross Ranch will refund the balance of the unused
    monthly fee.

     

    Customer Answer

    Date: 17/11/2022



    Complaint: 18414739



    I am rejecting this response because:

     

    i did not sign up for lessons via your website. I signed up for lessons through email and was never made aware of any of these policies throuout our correspondence until after i asked for a refund.

     

    i want a refund in FULL for all money paid to your company.



    Sincerely,



    ***** *******

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