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Business Profile

Guide Service

MB Guiding

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Guide Service.

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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Complaint type

  • Initial Complaint

    Date:31/01/2023

    Type:Product Issues
    Status:
    Resolved
    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 booked a guided hiking trip for July 2022 making an initial deposit of $393.49 on Oct 26/21. The remainder of the payment ($1023.07) was made on Mar 12/22 as requested 3 months prior to our departure. Due to illness my guide **** cancelled our trip on the day of departure July 9/22. At that time I was offered a refund (minus deposit) or I could rebook another hike for the following year. I chose to rebook another trip for July 2023. Unfortunately I broke my hand & required surgery Nov 30/22. I reached out to **** on Dec 4/22 needing to cancel my July 2023 hike. At that time I was offered to hold my spot until 2024 or to transfer the spot to someone else. There was never an offer of a refund (minus deposit). I did ask if a refund was possible and was told that was not possible so I opted to hold my spot. This did not sit well with me at all so I decided to look into MB Guiding's cancellations policy which states "Participants who wish to cancel their trip at least 90 days prior to their trip departure, will receive a 100% refund, less the deposit". **** and I exchanged many emails over this and I was told that due to him cancelling the trip in July 2022 that the Terms do not reset so that I am left with his initial offer of hold my spot or transfer it to someone else. He requested a meeting to talk about how I could "recoup" my costs but never an offer to refund my money. I declined meeting with him as I did not believe I could remain respectful. I also stated in my final email to him that the only resolution is for him to stand by his cancellation policy and refund me my money.

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