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:10/03/2022

  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.

  An initial deposit of $775 was made on 3/5/2022. A second deposit of $2,325.00 to Yellowstone Hiking Guides made on 06/07/22 was made with the expectation of a guided multiday backpacking trip in Yellowstone National Park from June *****th, 2022. On June 13th, the entire Yellowstone National Park was closed due to unprecedented flooding the night before. The hiking guide was initially hopeful that we would just need to delay the trip by a day, but it quickly became clear the entire park would remain closed for multiple days (June *****, 2022). A service was not received for the money paid. Our guide (***** **) initially was the one to suggest at least a partial refund due to the extreme circumstances. This discussion happened in person. Upon returning home, a follow-up email was sent to the company on June 20th, 2022 requesting an update on our refund. It was at this time a refund was denied. A credit was at least offered but we are unsure if we financially/logistically will be able to return to the Yellowstone area and use the credit by summer 2023.

  Business Response

  Date: 10/26/2022

  Hello BBB:

  This client signed up for a backpacking trip with us, Yellowstone Hiking Guides, LLC. In the intake form we ask for the clients to purchase trip insurance because the trips are non-refundable.

  We met with the clients on June 12, issued them their gear, which had been prepared for their journey. The trip was underway. The next morning is when the flood struck. We received conflicting info initially from the rangers regarding whether the Park would be re-opened. 

  ***** ** never verbally offered a refund. She said she offered a credit.

  When they emailed to ask for a 50% refund, I told them that was impossible given that the trip was non-refundable and that we encouraged them to purchase trip insurance. We exchanged a few emails about trip insurance and I suggested a well-known company that they could use to insure the trip.

  A credit for a replacement trip is not part of the non-refundable trip, but we offered it anyway. The offer still stands if they would like to receive the services.

  I have attached a Word Document with a copy of our email thread with the client when they contacted us to ask for a refund.

  Please let me know what other information you need from us. 

  Thank you for your assistance in helping us to resolve this matter.

  Sincerely,

  ****** and ************************

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18142112
  
  I am rejecting this response. A partial refund was discussed in person, not a credit. That was later changed by the company.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/02/2022

  Hello Ma'am:

   

  I have spoken with the guide that you say offered the to partial refund. She says that she made no such offer. You also sent along a copy of our cancellation policy when rejecting our response to your complaint. The policy (as you can see) says that the backpacking trips are non-refundable after 45 days before the trip. Upon booking it was made clear to you that trip insurance is recommended. You chose to forego the trip insurance. Unfortunately we have to stick with our cancellation policy. Because of the extenuating circumstances of the flood we chose to offer you a credit for the price of the trip to use in the future. That offer still stands.