Complaints

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• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 or around February 27, 2024 I purchased a tour with Fairbanks Aurora Tours, who were more expensive than the other tour companies, but the salesman assured me that if they failed to show me the lights on my tour, they would take me back out the next day when conditions were better. Again, I want to strongly point out that my entire decision to purchase a tour with this company over others who were significantly less expensive, was because of the repeated and adamant assurances from the salesman of being taken out for a 2nd chance if they failed to find a spot to see the lights.Come the day of the actual tour (a few days later), all weather and local reports were advising of a 0% chance of seeing the lights, and when I tried to cancel or reschedule with Fairbanks Aurora Tours, I was told I could not cancel, reschedule, or have a refund because I had not reserved my tour 30 days in advance (?), and I was once again assured that 1) they found areas to spot the Northern Lights where other tour companies could not and 2) they would take me out again if we didn't see any lights. I also think it relevant to point out that all of the other tour companies canceled or rescheduled their tours for that night because the forecasts all said there would "No Lights" that night.Needless to say, the tour that night netted no sightings of the lights whatsoever! I was heartbroken. What's worse, when I tried to schedule another tour, the 2nd chance I was promised at the time I first purchased the tour, I was told "No", that they could not take me back out because their tours were all booked up 40 days out! Note: They most certainly did not mention this when I purchased the tour and they promised the 2nd chance outing if the 1st one failed to produce sightings of the Northern Lights. I advised them that I was flying back home in a few days, and asked if not the next day, could I reschedule my tour in a few days but before I returned home, and I was again told 'No.' I respectfully asked for my money back because Fairbanks Aurora Tours was not able to make good on their promise to take me out again if they failed to find the lights (the main reason I chose to purchase from them over the other less expensive companies). The company denied my request for a refund stating that there is no guarantee how visible the Northern Lights will be on any given night. However I feel that their promising to take me out a 2nd time BEFORE I purchased the tour and THEN reneging on that after the fact constitutes fraud; a bait and switch. I feel that because I purchased the tour based on false assurances and fraudulent statements, that I am entitled to a full refund of the $280.90 I paid them.Your assistance in resolving this matter will be greatly appreciated.

  Business Response

  Date: 04/19/2024

  The person writing this complain, ***********************, is not and has not been a client of ours.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21545408
  
  I am rejecting this response because: 

  *********************** is my husband, and he wrote to the company on my behalf, which he clearly stated in his communication with them.  

  In any case, they most certainly should have record of MY name, and I am the one who has filed this complaint with the BBB.

  My complaint remains the same... the company's website indicates they will take you out a second time (at no charge)if they fail to show you the Northern Lights on your first tour, the sales rep promised me that they would take me out again if they failed to locate any spots where the lights could be seen, only to refuse to honor that guarantee/promise after their tour produced no sightings of the Northern Lights.  I based my purchase on this promise and guarantee.  I otherwise would have purchased a tour with another company.  Again, I am not requesting a refund and reporting them for committing sales fraud because the weather conditions prevented lights from being seen... I am reporting them because after I purchased, they refused to deliver what they promised to deliver before I purchased.
  

  
  Sincerely,
  
  *********************************