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:12/05/2024

  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 was 8 min late after driving 1 and a half hours to get to the ranch. I waited for about 30 min without seeing anyone. When I finally spotted someone, it was a woman who was very unwelcoming. She asked why I was waiting by a horse. She told me most people wait in another area that wasnt clearly marked as a waiting area. She told me my ride had taken off without me. Im very upset. I will have driven 3 hours by the time I make it home, yet I didnt even get to ride. I planned this trip weeks ago and was very excited. It felt unwelcoming due to my race being black. This business is advertised on Groupon yet when I tried to get my money back from them, Groupon informed me that the merchant redeemed my coupon in November although I wasnt scheduled to ride until today December 6

  Business Response

  Date: 12/05/2024

  Ms. ****** booked a ride scheduled for December 5, 2024 at 12:30 PM. We kindly remind our riders to arrive at least a half-hour prior to the ride start time to account for any potential travel difficulties, as we are unable to wait for late arrivals. Prior to the ride, reminders are sent out containing these instructions, directions to the Ranch, and other useful information.
  
  
  All riders who had booked the 12:30 PM ride were assigned their horses and began mounting at that specified time. Following the mounting and pre-ride instruction procedures, the group departed the barn area at 12:45 PM. At that point, Ms. ****** was not present on the property, as the parking lot is clearly visible from the pre-ride area.
  
  
  After completing her break, a staff member noticed Ms. ****** in a ****** with one of the horses after having opened a gate to access the area. Ms. ****** was directed to the waiting area where she was kindly offered a spot on the 2 PM ride. This option would incur an additional cost of $20, as the 2 PM ride is two hours long compared to the 45-minute to one-hour ride she originally booked. The staff member took the initiative to check the availability on a computer and confirmed this with Ms. ******* Although she appeared interested in the extended ride, she ultimately chose to leave without expressing a farewell.
  
  
  To address the situation positively, we have established a discount code, TCherry24, allowing Ms. ****** to enjoy a future trail ride at half the booking price. This code can be used twice, giving her the opportunity to bring a friend along if she wishes. We sincerely hope that Ms. ****** considers returning to the Ranch for a trail ride. We emphasize the importance of timely arrival for all rides, as early arrival helps to mitigate the effects of traffic or other delays. Our commitment to maintaining ride schedules is crucial, as we need to ensure the welfare of our live animals, staff, and other riders who have made their reservations.
  
  Copies of email reminders opened by Ms. ****** prior to the ride as well as Terms and Conditions agreed to by Ms. ****** upon booking were not successfully uploaded to the BBB portal and may be provided separately if requested. 

• Initial Complaint

  Date:05/13/2024

  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.

  I bought a Groupon for a two person horseback riding experience for my daughters birthday. When I went to Schedule the ride there were hidden and unexplained fees that I was required to pay just to make a reservation. then on the day of our reservation with less than eight hours notice The reservation was cancelled, despite the fact Cornerstone Ranch requires 48 hours notice of their patrons they could not provide the same respect back to their patrons. I then spent more than two hours calling, emailing, sending ******** messages and texting the owner and over received a response. cornerstone ranch is more than happy to ruin a childs day and steal from a single mother. they are an awful business devoid of professionalism and integrity.

  Business Response

  Date: 06/10/2024

  As we stated in our email response to the guest when we refunded their payment: Our minimum age for trail riders is 10 years old, and we require a responsible adult ride with children under 18. We will occasionally make exceptions if the child is close to 10 in age if they have been taking regular riding lessons at Cornerstone Ranch. Unfortunately a child who is 6 years old (provided birthday 1/24/2018 in booking) would be too young for us to feel safe allowing them to control a horse in an open environment; safety dictates our policy, and we do best with a plan. We publish this policy both on our website, on our Groupon campaign, and again during booking, as well as including it in the terms and conditions signed off on when making a reservation. See attached screenshots to show each place this policy is posted, circled in red. For children ages 3-7, we offer pony rides, and ages 8+ may book riding lessons, both held in the enclosed riding ring or arena.
  
  This guest also has harassed Cornerstone Ranch by calling repeatedly, leaving more than 10 shouting voicemail messages, including the 6-year-old child being prompted by the adult/parent to say I hate you to the Ranch owner, and the parent/adult guest threatening to come to the Ranch and force our staff to put the child on a horse, as well as defaming us with hurtful, untrue falsities on our social media. As a small, family-owned business, we rely on our social media to help spread the word about what we offer, so undeserved negativity is particularly damaging. We respectfully ask this guest to please not contact us in any way again.

  Business Response

  Date: 06/10/2024

  As we stated in our email response to the guest when we refunded their payment: Our minimum age for trail riders is 10 years old, and we require a responsible adult ride with children under 18. We will occasionally make exceptions if the child is close to 10 in age if they have been taking regular riding lessons at Cornerstone Ranch. Unfortunately a child who is 6 years old (provided birthday 1/24/2018 in booking) would be too young for us to feel safe allowing them to control a horse in an open environment; safety dictates our policy, and we do best with a plan. We publish this policy both on our website, on our Groupon campaign, and again during booking, as well as including it in the terms and conditions signed off on when making a reservation. See attached screenshots to show each place this policy is posted, circled in red. For children ages 3-7, we offer pony rides, and ages 8+ may book riding lessons, both held in the enclosed riding ring or arena.
  
  This guest also has harassed Cornerstone Ranch by calling repeatedly, leaving more than 10 shouting voicemail messages, including the 6-year-old child being prompted by the adult/parent to say I hate you to the Ranch owner, and the parent/adult guest threatening to come to the Ranch and force our staff to put the child on a horse, as well as defaming us with hurtful, untrue falsities on our social media. As a small, family-owned business, we rely on our social media to help spread the word about what we offer, so undeserved negativity is particularly damaging. We respectfully ask this guest to please not contact us in any way again.

  Business Response

  Date: 06/10/2024

  As we stated in our email response to the guest when we refunded their payment: Our minimum age for trail riders is 10 years old, and we require a responsible adult ride with children under 18. We will occasionally make exceptions if the child is close to 10 in age if they have been taking regular riding lessons at Cornerstone Ranch. Unfortunately a child who is 6 years old (provided birthday 1/24/2018 in booking) would be too young for us to feel safe allowing them to control a horse in an open environment; safety dictates our policy, and we do best with a plan. We publish this policy both on our website, on our Groupon campaign, and again during booking, as well as including it in the terms and conditions signed off on when making a reservation. See attached screenshots to show each place this policy is posted, circled in red. For children ages 3-7, we offer pony rides, and ages 8+ may book riding lessons, both held in the enclosed riding ring or arena.
  
  This guest also has harassed Cornerstone Ranch by calling repeatedly, leaving more than 10 shouting voicemail messages, including the 6-year-old child being prompted by the adult/parent to say I hate you to the Ranch owner, and the parent/adult guest threatening to come to the Ranch and force our staff to put the child on a horse, as well as defaming us with hurtful, untrue falsities on our social media. As a small, family-owned business, we rely on our social media to help spread the word about what we offer, so undeserved negativity is particularly damaging. We respectfully ask this guest to please not contact us in any way again.