Complaints

This profile includes complaints for Xperience Days Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Xperience Days Inc

  404 Oak Street Suite 101 Steamboat Springs, CO 80477

• 

  Xperience Days Inc

  941 Lincoln Ave Ste 200c1 Steamboat Spr, CO 80487

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:01/10/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  I believe I was the victim of fraudulent business practices from Xperience Days (*****************************), which may or may not be a legitimate business. My wife purchased a "Discovery Flying Lesson" win Detroit for $220 as a birthday gift to me. The electronic gift certificate requirement me to establish a web account with Xperience Days for redemption. I was able to redeem the gift certificate but only one local partner in Detroit was listed to schedule the flying lesson, Troy Air Experience. I scheduled the lesson for January 8, 2023 and it was confirmed via email. 24 hours prior to the appointment, I received an automated text reminder from Xperience Days.
  
  But when I arrived (after a 1 hour drive) to Oakland Troy Airport on January 8, no one from Troy Air Experience showed up. I was not contacted by Xperience Days or Troy Air Xperience about a cancelation. After several attempts to reach Troy Air Xperience, I finally received a return call from Elco B*****. He tried to blame weather for a cancelation (that I was not contact about), despite confirmation from airport officials that flying conditions were fine that day and the sight of numerous flights coming and going from Oakland Troy Airport. I immediately requested a refund and was told by Elco B***** that I would receive one. He tried to get me to sign up for a bank app of sorts to receive the refund, but I requested to the card used for purchase.
  
  I tried numerous times on January 9 and 10 to reach Xperience Days but have yet to hear from a person. I wonder if it is an actual company or an elaborate scam.

  Business Response

  Date: 01/11/2023

  The customer's complaint was addressed within 24 hours of receipt and a refund issued.

  Customer Answer

  Date: 01/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Although it does look like a refund is finally processing, it certainly was not within the 24 hours they claim. A refund was requested on 01-08-2023.  Xperience Days has expressed zero concern that their local business partner (Troy Air Experience) did not show nor call to cancel a confirmed appointment on 01-08-2023.  Their business partner falsely claimed that weather conditions were not permitting, rather than own their mistake. My entire day was wasted as I spent 2 hours drive time for my appointment - Xperience Days doesn't seem to care.  I also wasted gas to drive all the way there and back for a no-show appointment.  

   

  I tried to discuss the entire situation with Xperience Days, but they have yet to return any of my calls.  One of their voicemails even promised a call back, but they never did.  I spent two days trying to speak to a person at Xperience Days, but they are afraid to speak to customers.  Their customer service is an embarrassment.  They are unwilling to speak to a customer that they mistreated.  I reject their sorry excuse of a response.  I hope other Xperience Days customers tell their stories like this.  Their website has a place to offer a review, but they were quick to cancel the appointment (prior to issuing a refund) in order to avoid a negative review. 
  
  
  
  Regards,
  
  
  
  *********** *******

  Customer Answer

  Date: 01/30/2023

  Yes, I ultimately did receive a refund from Xperience Days.  No one ever returned my calls or voicemails, but they did process a refund.

   

  Thank you,

   

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

• Initial Complaint

  Date:12/20/2022

  Type:Sales and Advertising 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.

  I gifted my son and his wife $400 towards an Xperience Days purchase for Christmas last year. Afterwards, we found out they were pregnant and because of that most of the experiences they wanted to do had to wait. During this time they spent a lot of time cleaning their home and readying it for a newborn. They accidentally threw away the certificate that I had sent them. When asking Xperience Days to provide a new certificate they refused.
  
  Their stated policy is that whomever the certificate holder is, is entitled to redeem it. This does not account for cases of accidental destruction and results in them scamming their customers out of money that is no longer redeemable. It is clearly within this company's ability to determine that the certificate has not been redeemed within the year and to re-issue the certificate for cases of accidental destruction during a very busy time in a new family's life.
  
  Additionally, when attempting a charge-back of the funds used to purchase this gift, they fought my claim because "the goods or services were provided". This company clearly does not have the best interest of its customers in mind and only their bottom line. I would not recommend giving this company your money.

• Initial Complaint

  Date:12/08/2022

  Type:Product 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.

  I purchased a driving experience from the company as a gift for my boyfriend, Jon, back in July 2022. However, when my boyfriend went to redeem the experience there were no dates available for the rest of the year. He just recently was told that there are only two dates available for all of 2023, both of which are a year after the purchase. When I reached out to the company to get a refund (seeing as they issued me a driving experience that they knew I would never be able to redeem), they refused to issue such refund. This is an extremely fraudulent business practice and I would like to resolve this matter for myself and to help others avoid falling victim to this company's fraudulent activities.

  Business Response

  Date: 12/08/2022

  Xperience Days gift cards are valid for one year from the issue date at the original purchase price. After that time they can still be used however, if there is any increase in price from the original purchase price, the redeemer will be responsible for the price difference if there is one. There has not been a change in price at this time for the driving experience purchased and a reservation can be made.
  
  
  The schedule of dates offered by the driving school was published for each track location prior to purchase.

  Customer Answer

  Date: 12/08/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: It is an incorrect statement. The schedule only showed dates a month out so I was not able to see that there was not availability for the entire year. 
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 12/20/2022

  The schedule of dates offered by the operator of the experience is listed prior to purchase in the 'When It Is Offered' section of the product page. Twelve months of dates are shown by using the arrows to scroll through the year of information (as well as a dropdown for each location shown, if multiple options are offered). 

  A description of dates is also included, in this case, the product specifically states: The Stockcar Bull Ring Driving Experience is offered at specific locations and on specific dates throughout the year, subject to availability. The Experience is typically offered every hour between 8:00 AM and 5:00 PM.

  Additionally prior purchase, all visitors are informed of the following:

  You are buying a gift certificate for your chosen experience(s). Please note there is no option for choosing the date of your experience during the checkout process. Experience Certificates are not refundable, but may be exchanged prior to requesting a reservation. Reservations are made after the receipt of the Experience Certificate. However, if you required immediate reservation assistance, please reach us via eMail.

  Dates currently offered may be viewed here:

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

   

   

• Initial Complaint

  Date:09/09/2022

  Type:Sales and Advertising 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.

  On February 10, 2022 I gifted ***** ****** through Xperience Days to enjoy $235 stay at a **** ************* **. Mr. ****** never received the certificate number to actually book the gift. We have repeatedly sent emails and left voicemails to please respond to us with the correct information to book the gift. We continually received bogus instructions last week. This week we are receiving absolutely NO response! I want the certificate information to be provided to Mr. ****** at *************** or ************ or have the $235 refunded to my account so that I can book the B&B myself.

  Business Response

  Date: 09/30/2022

  All information requested by the customer has been provided on multiple occasions, as shown in the attached file. Both the purchaser and the recipient of the certificate have purchased, received and used Xperience Certificates in the past and are familiar with the processes and procedures. 

  Proof of delivery and instructions on usage included.

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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.

  My nephews and nieces, plus my brother and sister, gifted me $400 towards an Xperience Day purchase on my 70th birthday. This was in the middle of the pandemic, so I redeemed the certificate and established a $400 credit in my Xperience account. With me now retired and the pandemic somewhat on the wane, I went in to use the $400 credit towards a fishing trip. It's not intuitively obvious to me, 'nor 3 others I have asked and looked at the website' on how to use the credit on their website and make a purchase. When I write them, Xperience just sends standard, 'boiler-plate' emails back that just says go to your account to use it, how?. So I called them, 5-6 times now over the last 7 days. No one returns any of my calls and I even asked them to email 'explicit' step-by-step instructions. At this stage I prefer the credit get refunded by check to me, or someone at Xperience (as asked 5-6 times now; no one ever answers their phone) to call me and walk me step-by-step through how to use (deliver the gift) by using this credit. Like I said, I had several people look at their website and 'no one' has been able to figure out how to use the credit for a purchase. What was supposed to have been a nice gift for me has turned into a major hassle and inconvenience from a non-responsive, non-caring company. I sure hope you can help.

  Business Response

  Date: 07/28/2022

  Dear ****** *******
  Thank you for contacting Xperience Days.
  Below is the answer to your question submitted on July 22, 2022.
  QUESTION:
  I have a credit fir $400 and will add another $100 for Reservations For this salmon fishing trip. I cannot fir the life of me figure out how to do this on the website. Please, please call ************
  
  ANSWER:
  How Do I Use My Account Credit?
  Whether using your credit to buy a gift or reserve an activity, please login to your account first in order to apply your credit towards the transaction.
  
  If the certificate(s) you would like to purchase is less than the value of the credit, you will be able to keep that balance to use towards a future purchase. If the value of the certificate(s) is greater than your credit amount, you will be able to use a credit card to pay for the difference in price.
  
  You will apply your Account Credit during the final step of the checkout process by selecting the Second Payment Option on the Billing Page.

   

  The above is a copy of the response sent to the customer's inquiry, providing explicit instructions on how to use the credit toward the purchase of a certificate offered on the website.

   

  Customer Answer

  Date: 07/29/2022

  I have attached two more links illustrating the depth of business issues with this company, Xperience Days. I will appreciate further action or going to the national BBB offices and if I need to my Senators and Congressman to get resolution/satisfaction. This is unacceptable so please do not let this company continue these fraudulent practices.
  ****** *******
  
  ***************************
  *******************************************************************************************************************************************

  Xperience days responded to me and BBB by just sending the exact ‘same boiler plate text’, yet again.    which I have obtained 4 times now from them. What they state in the email does NOT work. What I asked for was a refund or a phone call to show me how to use this credit towards a trip. Note, they have ignored all 5 phone calls as well now and are now ignoring the simple request for a refund or a phone call through the BBB. 
  
  Please advise if there is anything you can do to further assist me or I have lost the $400 my family sent me as a 70th birthday gift. I have had 3 other people look at the Xperience instructions and try to use the credit towards a trip, none succeeded. This has been nothing but a giant hassle from a company that evidently does not care about serving their customers. I am an electrical engineer so not a dummy with using websites. Why can’t you make them at least call or better yet just refund it ?
  Thanks,
  ****** *******

  Business Response

  Date: 07/29/2022

  Detailed instructions on how to use the account credit shown in the screen shots included within the complaint have been provided. Thousands of customers have been able to follow those same instructions since 2004.

  How Do I Use My Account Credit?
  Whether using your credit to buy a gift or reserve an activity, please login to your account first in order to apply your credit towards the transaction.
  
  If the certificate(s) you would like to purchase is less than the value of the credit, you will be able to keep that balance to use towards a future purchase. If the value of the certificate(s) is greater than your credit amount, you will be able to use a credit card to pay for the difference in price.
  
  You will apply your Account Credit during the final step of the checkout process by selecting the Second Payment Option on the Billing Page.

  Customer Answer

  Date: 08/02/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  There have never been any “Detailed” or 'explicit' instructions it always says "just
  go into your account"....) and there have been ZERO screen shots provided on 7/28,
  7/29 or 8/1 on how to purchase and then on checkout use the account credit”, again, NO screen
  shots included within the complaint have been provided, that is incorrect.
  So how Do I Use My Account Credit?
  As stated, and Yes, I have logged into my account ‘many times’ to try and place an
  order and then apply the credit towards the purchase transaction at checkout. You may have
  had ‘thousands’ successfully use a credit…. but I have had now 3 other people
  try to follow your generic 'go your account' instructions ALL ‘without success’.
  Once I
  login into my account it shows only 4 options (attachment 1);
  1.Account Balances – just shows the credit, no links to click to purchase an ‘xperience’, in this case a trip
  2. Review a recent experience – not applicable, I have no recent esperience
  3. Orders and Reservations: Says’ Here you can check the 'status' of an order, view your 'previous' orders and reservations, submit a 'review' or request a 'change to a booking” – none of those say ‘purchase a new experience’ and thus are not applicable, or none say ‘place an order’
  4. View my wishlist- non-applicable, I never had a wishlist
  

  If you click on 'redeem' (Attachment 2) it just says "certificate has already been redeemed" and that's how I got the $400 credit

  Is it really this hard to return any of 6 phone calls (530-400-8872)
  that might take 2-3 minutes over the phone, or, give me another number to call where
  you actually answer the phone or return a phone call? Because according to the
  reviews I’ve read no one has any success getting through to customer service on
  the phone number provided on any route of your phone tree, instead you put your customers through this massive 'back
  and forth' email hassle. If it's so easy to use and thousands have done it, why would I put myself, and others, through this hassle trying to figure out your website

  
  If that’s still too much
  trouble just send a $400 refund to: ****** ******** *** ****** ****** ****** ** *****
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  I sent yesterday the 3rd rejection of the purported 'resolution' of the response from Xperience Days which, for the 3rd time, they sent the same 'boiler-late response which stated the same thing; 'go to your account and then at checkout use the credit ($400) I have. They added this time the false statement that they sent 'screen shots' on how to do this, this is totally "False", they did not.
  
  I would really like BBB to 'escalate action' against this company from the national BBB office or consumer protection agencies. At this stage I request a $400 refund. This was at first a wonderful 70th birthday gift from my family of $400 towards an Xperience gift. It has been a massive experience now and hassle with 5-6 unanswered phone calls and numerous emails all saying the same 'boiler-plate' text responses that do not work. Why won't they pick up the phone or answer any of the 5-6 phone messages I have left them with a return call.? They say 'thousands' have used the site without issue but I'm certainly not bragging but I have two engineering degrees and an MBA and if were intuitively obvious how to redeem and use the funds I think I would have succeeded by now. I even asked 3 friends, one with an IT degree, to try and do it and they all failed to see how you can book an xperience gift and use the credit.
  
  If you need more proof of fraud, please check out the '3rd attachment' I have sent, a screen shot from ***** *****. I previously sent the two links, **** and **** ******* links (below), illustrating the massive problems with this company. Please stop this company and assist with getting my refund.
  
  Thanks so much,
  
  ****** *******