Complaints

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• Initial Complaint

  Date:12/24/2022

  Type:Service or Repair 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 live in rural ******, along steep cliffs and dangerous narrow roads. Recently, Backroads has started a daily bike tour that drops tourist families off at the top of our cliffs and has these people bike down our treacherous, windy, narrow roads here. The bikers casually meander down this steep drop, enjoy the spectacular views while causing the community to have to swerve into the other lane in order to avoid them or just inch our way behind them. Someone will be killed very soon. Our community has reached out directly to Backroads to alert them to the serious danger they pose to their customers and to us. No response from them. We have gone up to the place where they drop their bikers off and talked with the guides in person. No change. We have contacted the police, but being such a small and poor community, we are still waiting for their help.At this point, we need your help in relating to *************** and his Backroads company the serious concerns for our lives and the lives of their customers. And we.ve spoken with those at that end of the route who said they were terrified by this quaint, picturesque, biking excursion. And this must stop immediately before one of our community or one of their customers is killed by this ridiculous company. They claim to have safe, meticulously planned adventures. They need to be checked here and in other places where they put peoples lives at risk for their income. We sincerely thank you for your help.

  Business Response

  Date: 01/20/2023

  Dear *********,

   

  Thank you for taking the time to share your feedback and concerns regarding Backroad guests riding on *************.

   

  We appreciate your aim to keep everyone safe on the roads near your community. To provide a bit of context - we have been leading active travel trips on the Big Island for over 40 years and our intention has always been to respect and support the local communities we visit while on trip. This trip and its itinerary are no different. We work to ensure that our guests have respectful biking etiquette while visiting your community, and others, on the Big Island. For example, we stagger guests so there is space between riders for vehicles to pass safely, as well as, with the exception of the winter holiday trips, only bike along ************* 1x a week, in an effort to have a minimal impact on the traffic flow.  Any time a community member reaches out to our office, we receive their feedback and work with our team in ****** to ensure that both riders and local community members feel safe on the road.

   

  We can appreciate your concern for your safety and the safety of our guests and hear that, despite our efforts, you are still alarmed and disappointed with the impact we are having in your community. With that in mind, we have removed this ride from our itinerary while we look more closely at the situation. As far as a concrete plan for how to work toward a resolution as you suggest in your letter, wed appreciate the opportunity to discuss this with someone from the community affected so we can find a mutually agreeable solution. Does this sound like the right tact to take?

   

  Thank you for sharing your feedback we always invite feedback from the communities we visit, and we look forward to continuing to respectfully share the beauty of the Big Island with our guests.

   

  Warmly,

   

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

   

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  Guest ***************************************ogsc="black" style="margin: 0px; padding: 0px; font: inherit; border: 0px;"> 

  she | her | hers

    

  BACKROADS 

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