Complaints
This profile includes complaints for Fasturtle's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/02/2024
Type: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 trip on Feb 1st to Havasupai Falls in ******* for 5/29/24 to 6/1/24 and received and confirmed our reservation multiple times at their onsite lodge as well as other amenities. We took the time off work etc and were shopping for airline tickets, car rental etc on 3/2 when we found an email from ****************************** that was sent on 3/1 that our reservation was overbooked and we will receive a refund and an opportunity to rebook on 3/6. After some research and reading a lot of comments from other frustrated people, I found that this company handles bookings for Havasupai Falls. It appears to me that whomever designed their websites and or mechanisms to book said trip has no idea how taking vacation from work, booking flights, booking car rentals, scheduling dog/child care in advance works. Because when you get and confirm multiple times from the official website that you have a specific date booked and youve already taken certain step and continue to take other steps to rearrange your life and schedule to make said trip - its only logical to think that the f****** trip will happen. Now, what are the options? Lets play devils advocate, if my reservation actually worked out as planned but I also planned another vacation at the same time and decided to go to the latter vacation. And I would have emailed the Havasupai people and told them that I overbooked and would like a refund. I would be told to go f*** myself and would lose all the money. Do you see how that would work. So maybe before you start f****** with peoples busy schedules and whatnot. Fix your f****** website and streamline whatever booking mechanism you have. Does that make sense? Or am I speaking out of turn here?
Business Response
Date: 03/14/2024
Thank you for your correspondence. We wish to clarify that our role is limited to the technical management of a third-party legacy platform. As such, our responsibilities do not extend to making decisions regarding refunds, cancellations, or adjustments to reservations. These matters are under the purview of the original entity that you engaged with for your reservation.
We understand that this may be a source of frustration, and we regret any inconvenience this may have caused you. However, we must emphasize that Fasturtle is contracted solely to facilitate the technical aspects of managing pre-existing reservation systems and is not involved in the decision-making processes related to refunds or cancellations.
We sincerely apologize for any confusion or inconvenience this situation may have led to. For resolutions pertaining to refunds, cancellations, or any adjustments, we kindly urge you to direct your inquiries to the appropriate entity responsible for these services.
Thank you for your understanding. If you have any questions, please email *********************************.
Regards,
Fasturtle Support Team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.