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Business Profile

Guide Service

Saco Bound Outdoors

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Saco Bound Outdoors's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:09/01/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Hello. A group of 7 of us booked a tubing trip on 8/16/23. Due to the high river warnings, we cancelled. We rebooked for 9/4/23. After much discussion, we decided to cancel on 8/27/23 (9 days before the event). According to their policy, “cancelling within 7 days prior to event warrants a FULL REFUND.” After numerous email exchanges, they refuse to comply with their own policy and issue a refund. We are a group Of 7 people. Three from SC, two from Ireland, two from Maine. We just want our $301.04 back now. They need to honor their own policy. Please help Us get our money back. This is deceptive advertising.

      Business Response

      Date: 09/04/2023

      *** ***** booked a trip with Saco Bound, online on August 9, 2023.  She paid $319 to secure this reservation for an outdoor excursion beginning on August 16, 2023 at 11 AM.  She was clearly advised of our cancelation policy in writing:

      "Cancelation Policy - Full refunds are are available for cancellations made prior to 7 days before the date of your trip. For bad weather or river conditions only trips credits will be offered. We reserve the right to modify trips due to river conditions." 

      *** ***** called on August 15, 2023 to cancel this booking with less than 1 days notice.  As per the policy, no refund was issued.  However, as an accommodation, *** ***** was offered and accepted a "Trip Credit" redeemable for 2 seasons in the full amount of her original payment.  *** ***** rescheduled her trip and then called again to cancel.  We explained that we would continue to honor her credit, but she demanded a refund from the original payment made on August 9,2023.  

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