Complaints

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.

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My group and I participated in a glacier hiking tour organized by Glacier Tours on the Matanuska on May 29th at 2 pm. There were a total of eleven participants, led by one guide from Glacier Tours on the Matanuska. However, the guide didn't give any instructions and significantly distanced from half of the group. During the trip, two other people from my group and I fell into the deep water as the ice collapsed, even though we were less than 2 feet away from people who had passed by. The thin ice covering the water made it difficult for individuals without prior experience to distinguish it from the intended path. However, we were left uninformed about the correct route to follow, and the guide had failed to warn us about the potential risks that required our attention. This incident occurred within the first half-hour of the tour, significantly impeding our ability to complete the intended journey.Furthermore, upon our return to the camp, the staff repeatedly assured us that towels would be promptly provided. However, despite their assurances, we were left waiting for half an hour without receiving any towels. The three of us were left outside, injured, cold, and uncomfortable.The first aid measures at the campsite are very limited. The lack of proper guidance, awareness of hazardous conditions, and insufficient safety protocols of Glacier Tours on the Matanuska have not only jeopardized our lives but also raised serious concerns regarding their standards.We tried to communicate multiple times with Glacier Tours on the Matanuska, asking for a full refund for the trip since the trip was not completed and the incident of falling into the water was the fault of the company. However, all our attempts have failed, and we haven't received any apologies or comfort.Based on our experience, we are asking your help in protecting our rights and urge Glacier Tours on the Matanuska to: Refund our trip, cover the repair cost of the camera and apologize to us.

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Date of Transaction: August 21st 2022 Paid: $300 (Seeking for $150 refund)Committed service by business: Safe guide for glacier hiking Nature of dispute: Refund for incomplete service due to injuries caused during the guide with lack of safety guidance from the company leading to facial injuries to a child. Business has not tried to solve the problem. Detailed context:05/30/22 Reserved the glacier guide through text message with phone number from their website Checked if the tour is safe for child age 5, and they confirmed yes www.glacier-tours.com 08/21/22 Paid $300for 2 adults and 2 children (5 and 8) at the business and started the guide tour. No refund policy was provide at the time of payment nor reservation nor in their website Prior to the actual glacier hike the guide asked everyone to put crampons including 5 year old. There was no disclosure of safety hazard nor guide to safely use the crampons while on the ice for children and first time crampon users. Within 5 mins, my 5 year old sons crampon was stuck on ice and fell, face planted to the rock. Visible facial injuries were present (substantial bleeding on the mouth region). Guide rang the owner to pick up the child and one of the adults back to the station. No aftercare of the injury or even little care from the owner. Instead walked away after dropping us at the station. Therefore half of the party did not get agreed service. 08/21/22 Texted the business for refund $150 (no response and ignored) 08/28/22 Contacted credit card bank for refund and dispute 10/14/22 Was informed by bank they require refund policy 10/20/22 Called the company to get hold of the refund policy Could not provide the document Contacted the owner directly and unwilling to provide a refund policy. As mentioned before no refund policy available on website nor visible at the physical business when payment was made.