Complaints

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

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Under Canvas Inc has 8 locations, listed below.

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  Under Canvas Inc

  211 Yukon Ln Bldg 3 Belgrade, MT 59714

• 

  Under Canvas Moab

  13784 US-191 Moab, UT 84532

• 

  Under Canvas Zion

  3955 Kolob Terrace Road Virgin, UT 84779

• 

  Under Canvas Great Smoky Mountains

  1015 Laurel Lick Road Sevierville, TN 37863

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  Under Canvas Glacier

  101 Under Canvas Road Coram, MT 59913

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:05/01/2024

  Type:Product 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.

  My wife and I planned a trip to UNDER CANVAS ZION via Booking.com or our anniversary for May 4-6, 2024 as part of a trip to *********, ****, and *******. Unfortunately, we had to cancel this trip because my wife received notice that her USCIS US Citizen Naturalization interview would occur during this trip. A USCIS Interview, is a life event and rescheduling could push it back MONTHS, as we have waited over TWO YEARS for this interview to be scheduled. Anyone who has dealt with USCIS and US immigration policy would understand this and my wife is about to become a US citizen. Instead of sympathizing with our situation in which we had to cancel our own anniversary trip and agreeing to refund us as per the Booking.com which states a "cancellation fee" would be charged, Under Canvas REFUSED to refund our stay. After ALL the other hotels, airline, and rental company had refunded us. This is completely UNSATISFACTORY, UNPROFESSIONAL, and DISCOURTEOUS to KEEP our hard-earned money this way. We didn't cancel because we WANTED to, we HAD to because of these circumstances. I would expect this company to exercise some personal courtesy and sympathy and refund us.

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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 was emailed by ********************* (General Manager, Under Canvas Glacier) requesting my feedback after my visit. I spent time carefully composing my response so that it might be constructive for him, but he ignored me and ignored my follow ups.I feel disrespected by his poor customer service and I had a terrible experience at the resort.My complaint is centered around false advertising and poor customer experience: I experienced horrible communication from the Under Canvas adventure booking team, and hugely misleading information on the website regarding the restaurant at Glacier. All together, this misinformation and miscommunication ruined my trip.The main issue was false advertising concerning the restaurant/cafe on site, and some false advertising regarding the on site activities too (for example yoga was cancelled because a private party was using the event space).I can provide more details if required, but for one thing the website clearly stated that Glacier had a full service *********** and even has links to sample menus. This was incorrect. I came without a car and therefore my whole trip was negatively impacted by the false advertising concerning the meal options on-site.The customer service for the Adventure booking was extremely poor. Only 2 out of a total of 5 of my questions were answered and it ended up in a horrible experience on the hiking tour: I ended up paying twice for a very poor quality lunch and the other Under Canvas guest ended up with no lunch. She was understandably infuriated and made the atmosphere miserable for everyone else.On top of the poor communication, one of the actual adventures was truly terrible. If under canvas is going to collect commission on these bookings, they must vet them better.In short, Ive been a loyal customer to ********************** visiting 3 different locations. I had a wonderful time previously at **** and Zion but I had a truly sad and miserable time at Glacier. I would like to be refunded please.

  Business Response

  Date: 01/08/2024

  Thank you for sharing your concerns about your recent experience at Under Canvas Glacier. We appreciate the time you took to provide feedback and want to address each point you raised.

  As outlined in the terms and conditions of the adventure you booked, refunds are generally not provided for adverse weather conditions or unforeseen mechanical issues with the vendor's transportation. However, in light of the delays caused by a flat tire during your adventure, we want to express our commitment to guest satisfaction by covering the entire cost of your adventure as a goodwill gesture on this occasion. The adventure cost refund has been processed as of January 4th, 2024. Regarding the double payment for lunch, your bill does not show any such charge. I would be happy to review this further with you to address any billing concerns.
  
  Regarding your claim that the onsite team ignored your refund inquiry, I personally responded to your survey and subsequently called to discuss your concerns. After careful consideration, I determined that a refund was not warranted based on the circumstances discussed.
  
  The yoga class was relocated from the event space to the common area by the firepits, but it was not canceled. I apologize if the change caused confusion, and I understand the importance of ensuring clear communication about such adjustments.
  
  Our website explicitly mentions that Glacier offers different dining offerings compared to our other properties. While we discussed this during your stay, I acknowledge the need to reinforce such details through email communication to prevent future misunderstandings. Contrary to your mention of a lack of food options, we provide a fully operating caf-style service for both breakfast and dinner. I apologize if there was any confusion regarding our offerings.
  
  I apologize for any inconveniences you experienced during your stay, and we are actively working to address the areas you highlighted. If you are open to further discussion, please feel free to reach out to me directly.
  
  Thank you for your understanding, and we hope to have the opportunity to welcome you back for a more positive experience in the future.
  
  Best regards,
  

  
  

  Customer Answer

  Date: 01/18/2024

  Their response says "The adventure cost refund has been processed as of January 4th, ****" but there is nothing returned to my credit card and no email confirmation.

  Business Response

  Date: 02/16/2024

  The refund for the adventure has been issued. We sent an invoice to the email address on file for the transaction. Refunds make take a few business days to reflect in your account, due to bank processing times.

  Customer Answer

  Date: 02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair 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 issue with UC Zion is due to false advertising and gross overcharging. I booked a 2-night stay for $1,121.08. While it was my choice to pay this much, we were deceived about what we would get for that price. The site advertises as an upscale resort with a price to match, but it doesnt even have basic amenities (no electricity or real plumbing). When selecting Zion specifically as the location on their site, there are no pictures of the inside of the shower on the deluxe tent (the tent we reserved), but it is advertised to have hot running water. The actual shower is a manual pull-chain sporadically heated by propane. Neither the sink nor shower in the in-suite bathroom stays on without manual control. To use any electricity, the guest must hike down a hill to a bathhouse. Tents are extremely close together, with noise from neighbors and exhaust from other guests wood-burning stoves coming inside the tent, a hazardous issue. It was so bad we had to get a real hotel room in town and not finish our stay. If I wanted regular camping, I wouldnt have paid for glamping. We have no problem with this being an eco-friendly place if not advertised and priced as a luxurious resort, it is totally deceptive. The manager knows we are unhappy from a phone call and leaving early. He has made no gestures of good faith to resolve this and admitted to my husband their marketing probably needs work. I left a negative review on ****** to which he said details of their amenities were disclosed on their sustainability page. There is no such page on the site, at least not to mobile Android. The only place I ever found a disclosure about outlets was on the *** page after my stay. You really have to look for it, and it says, just like camping there are no outlets, which proves this is NOT glamping. I never found disclosure about the lack of real plumbing. The primitive reality of the actual features is not clearly explained in the booking process/room description.

  Business Response

  Date: 05/19/2023

  While it is clear that we fell short of this guest's expectations, the majority of our guests have a wonderful time at this location and as evidenced by our score on travel review sites ******** TripAdvisor) and through our own internal surveys sent to guests post-stay. The Under Canvas brand is focused on upscale camping and does not refer to itself as a resort. Furthermore, more detailed information on what is included and what a guest can expect during their stay with ** is included on our FAQ page. Accordingly and true to our sustainable ethos our Mindful Approach initiatives (detailed on the sustainability page of our website) include minimizing the use of precious resources and allowing guests to truly disconnect. That webpage's functionality on mobile devices will be reviewed by our team. Our plumbing approach, while used at all of our locations, aligns particularly well with our commitment to conserve water in ****'s dry desert environment.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20058375
  
  I am rejecting this response because:

  Attached are the screenshots of under canvas Zion being advertised as upscale glamping (not camping) and also as a RESORT. No one goes to a resort expecting not to have basic amenities. The room description is not clear about the reality of the accommodations, the general manager admitted in my ****** review that the facts are not clear in the booking path, and admitted verbally to my husband that their marketing needs clarification. We overpaid for what we got and were misled. I would respect this company if they admitted they could understand from the evidence why we had the expectations we had and made a gesture of good faith. The sustainability page is not present on mobile devices, which they clearly know based on their BBB response. The guest cannot be expected to review the site on (desktop only) in order to understand what they are paying for. For a 50% refund of my total stay, I will take down negative online reviews. If my request is not addressed or is declined, I will begin a conversation on Trip Advisor with evidence to try to warn other guests about the severe overcharging happening at UC Zion. The high/upscale price simply isn't fair for what the guest gets.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/06/2022

  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.

  I made a reservation on booking.com at Under Canvas Mount Rushmore for one night on July 25th. Reservation number **********. Apparently this was a non-refundable booking, which I mistakenly placed. I attempted to cancel the reservation on June 5th, well in advance of the date. I am being refused a cancellation and refund by Under Canvas Mount Rushmore due to my apparent agreement to the terms of the booking. This reservation is $591.86. I am unable to travel due to circumstances that have occurred. The response and unwillingness of **** at Under Canvas to refund my reservation is highly unacceptable. I will not be provided a service for my payment, therefore I should be entitled to a refund regardless of the booking terms. I am not looking to donate that amount of money to a company that is in the service industry for travel. Under Canvas has more than a month to provide the room/tent to another customer, so my request is not preventing them from getting business. It seems as if Under Canvas is double dipping by getting paid twice for the same service. I would appreciate assistance in resolving this issue. Thank you.

  Business Response

  Date: 06/06/2022

  ******************* booked a non-refundable reservation with us at Under Canvas Mount Rushmore through Booking.com. She agreed to the terms of a non-refundable reservation when she booked. Upon asking us for a refund it was denied as again, it was a 100% non-refundable. The messaging terms are very clear on Booking.com that a refund will not be permitted for a cancellation. 

  Customer Answer

  Date: 06/06/2022

   
  Complaint: 17324162
  
  I am rejecting this response because:it is unreasonable to hold my payment when you have a month and a half to rebook the one night stay. 
  
  Sincerely,
  
  *******************