Complaints

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• Initial Complaint

  Date:06/26/2024

  Type:Product 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.

  ***************************-Date of transaction: 6/7/2023 I paid, ( $1200), for horseback riding camp. It, was offered, by, 9 ************************ to give, documentation, that, would, explain, their policy, about "filling a spot", when, it comes, to refunding, your money.I have, requested this, documentation, more, than, once, and I have, yet, received, anything. I've only, been refunded ($400). I, am, still owed, ($800). The, owner, has, been, unavailable; giving, faulty, communication: not, returning, calls and messages, that, are left, with staff.It's been, a whole, year, this, business, have not committed, to their oath. They, have not, provided, information, of their policy. They, have, refused service, and refused, to issue, refund, of, the, whole, amount- $1200.

  Business Response

  Date: 07/17/2024

  We reached out to the complainant numerous times to inquire why her daughter wasnt attending camp during the weeks she was registered (see attached emails).  Our camp payments are non-refundable.  However, if a customer notifies us in well in advance (before the actual week of camp) that their child will not be attending, we do try to fill the spot from a waiting list.  If were able to fill the spot, we can then refund the customer.  We were not notified of her non-attendance the first and second week, although we sent several emails and tried phoning her. Her voicemail was full and she didnt return our calls or emails.  When we finally reached her, we were able to refund her the last week of camp because we were able to fill that spot.  Unfortunately, we werent able to refund the previous two weeks she was registered because we werent notified until after the camp took place.

  Thank you.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 21902279
  
  I am rejecting this response because:

   

   

  Hi, Customer Relations:

  
  

  
  

  I, ***************************, reject, the response, from the business, Fitzjoy Farm Riding Academy- 9 Acres Equestrian Center. The, owner, was able, to contact me, the first, week, and the second week. I talked, with the owner, the first, week, and, the second, week, and I confirmed, that, my daughter, would, go, to, a different, camp, in the second week- after, I talked, with, the owner, about, the whereabouts, per attendance, of my daughter. The, last, minute, decision, was, made, by, her father. So, we talked, the first, the second, and, the third, week, during, the attendance, of camp. The, camp, last, three, weeks, in the year, 2023.

  
  

  My, complaint, with the business, was, that, they, did, not, give, information, about, their non-refundable, policy. They, never, explained "fill a spot", and I called, this, business, for, a whole, year, asking, for detail, about, their, "fill a spot", policy, and they, never, gave information. I didn't, get, any, knowledge, about, my payment, not, being, refundable, because, of their- " fill a spot", .......?? Also, the, owner, never, seem, to be available, when, calling; that's faulty communication. Due, to their, un- professionalism, I ask, for, my, whole, refund, back, because I contacted, them, too, many, times, ( for, a whole, year), and never, got, an answer.

  
  

  
  

  Thank you. 

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  Regardfully, yours, 

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

  ************ 

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