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Business Profile

Recreation

Boulder Bear Climbing Centre

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Recreation.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:28/08/2024

    Type:Product 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.
    On May 28, I paid Boulder Bear $****** by credit card for a week-long summer camp for a child to run from Aug. 12 - 16. Boulder Bear’s refund policy is strict in that they offer no refund at all within a month of the camp date. However, just a couple of weeks before the date of the camp, a child was ********* injured ***** ******* ** *** **** *** *** *** ******* ***** ******* *** ****** *** ***** *** ** ***** *** ****** ** ****** **** ******* ******* **** **** ****** *** ***** **** * ******* ****** *** *** **** ******* ********* *** **** ****** ********** ** *** *** **** ******** Given this, we decided not to let our five-year old attend the camp. We were refused a refund, ** **** ****** *** ************ ****** ***** **** **** ******* ***** *I went in to try to talk to staff about this *** *** **** ** *** **** ****** ****** ******* *********. *** ******** ** *** ***** ************ ** *** ******** ** ******* I just want a refund. ** ** ***** *** ***** *** ***** ** ***** ** ** * ************** ******* ** ******* *** ******* ***** ****** ***** ***** *** *** **** *** ******** **** ***** *** ****** *** ******* ******** **** * *** ******* ** ** **** **** * ** *** * ******** ****** *** *** ********* ***** **** **** ** ******* ********* * *** ******* ** **** **** ******* ****** **** ** ****** *** ************** *** ******* * ****** 

    Business Response

    Date: 04/09/2024

    Response from Boulder Bear Climbing Centre regarding complaint #*********

         Boulder Bear Climbing centre is not disputing that Cindy **** registered her granddaughter Raina ******************* for Summer Camp. Raina was to attend camp from August 12 to August 16, 2024. Boulder Bear Climbing Centre has very clear refund policy for Summer Camp programming. The policies are in place as there is a balance to maintain the correct staff to camper ratio and still run the camp in a fiscally responsible manner. There are people turned away due to full weeks every year. Once those people are turned away that customer finds other arrangements and if a spot is vacated it will most likely remain open. Considering this strict policy there is clear messaging during the sign-up portion for the Summer Camp. There is a small scrip staff reads to camp parents that goes over the refund policy, The refund policy is clearly printed on camp material and on the website in the camp section.

    This is copied from the website:
    “Refund Policy: Once your spot is confirmed no more then a 50% refund will be issued. Due to high demand and limited space no refund will be issued within 1 month of the camp”

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

    Customer Answer

    Date: 04/09/2024

     
    Complaint: ********

    I am rejecting this response because: ****** *** ***** ** ******* **** ** * * * ***** ******* ** ***** *** ** *** ** * * * **** **************** ********** ****** *** **** **** **** **** * ****** ****** ******. My feeling is that we were expecting a safe and well supervised experience for our granddaughter. *** ******** ***** *** ***** **** ******** * ***** **** ** ******** **** *** ******** * ***** *** ******* ******* ** **** ** *** ** ** ***** ***** *** ***** *** ************* ** *** ******** ** ****** **** ** ********* ** ********. ** ****** ** **** **** * ***** ***** ******* **** *** *** **** **** *** ** *** *** *********** *** ***** ** *** ******** *** ******** ***** **** *** ********* ** ** ** *** ***** **** ******* ********* **** * **** ** ********* ** *** ** **** **** ****** *** ******* ** ***** ******** *** ** **** ** * ***** *** * *******

    ******* * *** *** ***** * ***********. ***** *** ** *** ***** ****** *** ** *** ***** ***** **** ** **** *** ******* ********* **** * ***** ******** *** ** * *** ******** ** *** ******* ******* ** ***** *** ***** ****** **** ** **** * ***** *** **** **** **** ** ***** ***** *** ********* **** *** ********* * ***** *** ***** ** ****** *** **** *********** *** ***** *** ***** **** **** ** **** **** **** ********* **** ******* ************ ***** ********* ** ** **** **** *** *** ***** **** **** ** **** *** ***** *** **** **** ****** *** ** ****** ******* ********** **** ***** *** ***** ***** **** ** * ***** ** ** ********* *** ************* ****** *** ** ****** ******* ********* ***** ** ** *** ***** ** *** ***** * ****** ******** ** ******* ******** * *** **** ****** ********** ** **** ****** *** ******* ******** **** ***** *** ***** ** ** ****** *** **** * *** ***** ** **** ** **** **** **** * **** *** ***** **** ****** **** ***** **** **** ** ** **** ***** **** **** ** ****** ** ***** **** ***** **** **** **** **** ********* ***** ****** *********** ****** **** ***** *** ***** ************ ** ********* ******** ****** ********* *** **** **** **** ** ***** * **** * ***** ****** ** *** **** **** ********** **** *** **** *** *** ***** ** **** *** ******. *** ***** * ****** ******* ***** ***** ******* * ****** ******** *************** ** *** **** ***** *** ****** *** ****** * **** I wanted to ask about a refund. She told me was pretty sure it was too close to the date (it was way past the deadline; I knew that, but it wasn't about the deadline anymore. ** *** ***** ****** ****** ** *** ********* * ******* *** ***** *** ******* *** ** ******** *** *** ****** ** *** ****** ***** * **** **** **** **** ******** * ******* ** **** ****** ** ********* **** ********* *** * **** **** *** ******* **** *** ****** *** ******** * ******* ** **** *** *** ****** ** **** ** ** **** **** ** *** **** *** *** **** *** *** ********* *** ***** * *** **** *** * ***** ** *** ******* *** ** **** **** ****** *** *** **** *******

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

    Bottom line - what I was expecting when I signed up my granddaughter for the camp turned out not to be what was offered. I'd like a refund.

    Sincerely,

    Cindy ****

    Business Response

    Date: 10/09/2024

    Boulder Bear Climbing Centre’s second and final response to complaint ******** regarding Cindy ***** 

    Again, Boulder Bear acknowledges that **** did register her granddaughter in the Summer Camp program and **** was not issued a refund for the camp.  Boulder Bear maintains that the camps continued to operate as they had for the previous eight years, in a safe and enjoyable manner. **** **** ******** ** *** ****** *** *** ********* ******* **** *** ***** ******* ***** *** ******** **** ********* *** ***** ** *** ** * ******** ** ******* *********** ********* ******** ************** ** ****** ******* ** *** ******* *** ***** *** ******* **** ********** ** *** ***** ** ********* ** **** * **** *** ****** *** *** ***** ***** ******** **** *** *** ******* ****** *** * ******** *** **** ** ****** ***** *** *** **** ****** ****** *** ********* ************ ** **** ******* **** ** *** ********* ** ******* ****** *********** **** **** *** ******* ***** **** **** **** *** **** ********** ** *** ******** ** ******* ***** *** ****** ********* *** * *** *** *** *********** ** ******** ******** ******* **** ******* *** ** **** *** ************* ** **** ******* *** ******** ** ****** *** ********** ****** **** *** ** **** **** *** *** ********* *** ********* ** ******* *** ** *** ******* ********** ******* **** **** ** ****** ** ******* ******* ** **** ******* 
    Thank You
    Dallas *******

Boulder Bear Climbing Centre is NOT a BBB Accredited Business.

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