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Business Profile

Tour Operators

Salmon Berry Travel and Tours

This business is NOT BBB Accredited.

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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:02/26/2024

    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.

     
    Complaint: 21341889


    I am rejecting this response because:  You seem to be great at communication once a complaint has been filed against your company.  Please do not contact us VIA phone or email again- The lady on the phone was very combative and confrontational in the three instances I have spoke with her, and your follow-up phone call placed to me at 4:08 Central time 4/26/24 and follow-up email sent to all three of my family members at 7:05pm on 4/26/24 is harassing .  Please stop communicating with us via email or phone.  

    Sincerely,

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

    iting, but I have not heard from her. I am unsure we will receive an email or our refund back of a near $1500 deposit. All of the documents and itineraries are unable to load from the links they have sent us as unavailable. She was able to cancel our ************, but not respond to the emails stating we would receive our deposit back.

    Business Response

    Date: 02/26/2024

    Hello **** and thank you for this feedback. I did some research into your situation. Concerning our booking policies, I understand that it is frustrating for us to run your money and then discover availability issues with the adventures we are trying to book on your behalf, but we send out many quotes and many folks never reply. We do check availability when we offer quotes initially, but after that we are not able to confirm seats until we have the money from the traveler. Between the quote and the deposit, especially with a trip that is very last minute as this one was, the space can quickly fill up. That is what happened in this case. Our procedure is to then offer alternatives, or a full refund if alternatives are not desirable to the customer. When an itinerary is not what was originally agreed to, there is always the option for a full refund. The next issue I saw in your case is that we did not properly explain that one of the new options (and the only alternative we could find available with our partners) was a private aurora tour that caused the final itinerary price to be fairly similar to your original itinerary. That should have been explained in more detail before you agreed to the new itinerary. 

    As far as a refund, when we opened at 8:00am ****** time, we saw several emails from overnight and made the refund soon after. The refund and receipt go to the original payer, which was your mother, I believe. However, I do see your email requesting that we confirm in writing that you will be refunded in full, and that your mother was not available for a week. My team did reply around two hours later that we did indeed refund you in full. Between your email and our reply, you had posted this complaint. I want to reassure you that we have refunded you in full, and I have attached that receipt to this reply. The time stamp on the receipt is ****** time. Once we cancel and refund an itinerary, the itinerary link is no longer active, as you no longer have an active trip with us. 

    I do sincerely apologize that you did not have a good experience on the phone when you called to clear up the confusion. It is important to us that we always put forward the best customer service, and I can see that this did not happen in this case. We do conduct regular meetings with each of our team members, as well as with the group as a whole. We plan to bring this issue to the forefront of our next meetings, making sure we address how your calls were handled. We strive to do better in the future. 

    I am one of two owners of Salmon Berry Tours, and I and my partner are always available should any traveler or prospective traveler have an issue that is not being handled to the best of my team's abilities. Please do not hesitate to reach out for further assistance. 

    Sincerely,

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

     

Salmon Berry Travel and Tours is NOT a BBB Accredited Business.

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