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:02/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  We booked a valentine day ride for us and a child . The day of the business told us the ground was flooded and it was too cold and asked us if we would like to reschedule. We said no, we would just like a refund and then the business refused to give us a refund. Then, after that, the owner said that the grounds weren’t flooded and that we should still come out and then started adding rules on our child that we had already asked about before booking and buying. With the new rules added, we wouldn’t have booked would’ve looked to spend our money elsewhere. Then my Fiancé got into a wreck and can no longer ride even though we wanted to cancel originally. I’ve reached out multiple times with no call back. It also doesn’t say any where on the website anything about no refunds just a Liability statement in case of an accident.

  Business Response

  Date: 03/18/2025

  ****** ******* booked a Valentine ride for he and his girlfriend as well as his 3 year old for Sunday, February 16, from 2:00 -3:00.  It is unusual to want to bring a 3 year old along, but I agreed to allow the child to come for an additional $50 due to his age.  *** ******* asked about he or his girlfriend riding with the child in the same saddle.  I explained to *** ******* that the child could not ride in the saddle with he or his girlfriend due to liability issues as well as the adults were not familiar with our horses.  I offered a second option of leading the child on a pony as long as one of the adults could walk beside the child for safety.  I also explained that with a child that young, we only offer 15 minutes of riding due to their short attention span.  I repeated that the couple would have to provide someone to watch the child while the adults rode in the field.

   

  ****** and I texted back and forth as well as speaking on the phone so that he would have clear understanding of our policies and procedures that I have developed over the past 45 years of teaching.  He registered the 3 of them and paid $200.

   

  On the day of the event, temperatures dropped significantly.  Additionally, it had rained the night before.  I texted all of my bookings for the day as a courtesy to see if they would prefer to reschedule to a nicer day on the following Sunday.  Apparently, this ride was to be a surprise for ******’ girlfriend, ****** *******.  After receiving the text about possibly rescheduling to the following Sunday, ****** contacted me by phone.  I explained to him that I had offered the same courtesy to the other couples.  ****** did not like what she was hearing, so ****** put her on the phone with me.  She began to tell me how to run my business and demanded a refund.  I explained to her that we have a no refund policy.  She could go ahead and ride on her scheduled day or ride the following Sunday.  ****** put me on hold for 5 minutes.  When she came back on the line, she kept repeating herself and complained about me sending a text, along with the fact that the child couldn’t ride with the couple.  Her rant continued to complain about the flooding the day before the ride and that she didn’t want to ride in those conditions as well as the lateness in the day and having to travel from Bryant.

   

  I believe that ****** was trying to do something nice for her.  She was surprised by his nice gesture but did not want to ride, so she demanded the money back that he had paid.  Those same weather conditions that she complained about did not deter the other couples or the 4 students that come to ride on Sundays.  ****** finally agreed to ride the following Sunday on February 23, 2025, at 9:00 am.  We don’t ride on Sunday mornings due to staff attending church services, but I agreed to ride with them anyway at that time to try to keep her happy.  However, after she agreed to reschedule, she called again to try and get a refund because of a car accident that ****** was in.  Again, I offered to reschedule or even take two other people riding in their place if she wanted to sell her ride.  She remained very accusatory, repeating herself over and over again.  I did not want to be rude, but I told her that I had answered her call while I was driving and that I was going to have to hang up.  After hanging up, ****** kept calling back over and over.  I could not please her so I decided not to pick up.

   

  I was very shocked by her actions of turning my business over to the BBB.  In all my years of doing business and building a wonderful reputation, I have never encountered a customer like her.  I honestly don’t think that there was going to be any way to make her happy.  Besides all this, ****** is the one who booked, registered and paid for the ride.

   

  Miss **** ****

  Take the Lead Academy, LLC