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Business Profile

Caves

Howe Caverns, Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:08/10/2023

    Type:Sales and Advertising 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.
    On July 6, we purchased 3 adult tickets for the cave tour for Saturday. I specifically clicked Saturdays date at 130. I put in my payment information and everything went through. In my email it said confirmation on Thursday 3 tickets etc. I booked on a Thursday fir Saturday. We drove 3 hours to get there, put all of our things in our vehicle, looked in the gift shop, purchased some things, took out to the car and came back in time for our tour. We get in line and are told they do not see our reservation. So I pulled up my confirmation email which showed I had purchased 3 tickets. I spoke with a manager who said she was not going to honor those tickets and forced me to buy 3 more. I couldn't believe it. I had a confirmation showing I had already booked 3 tickets. She said I booked them for Thursday, I explained that no I didn't I booked them for Saturday. I was literally working and bought the tickets on my break at 1pm so how could I have gone to Howe Caverns at that time. It didn't make sense. She said there mustve been a computer error. I said maybe but I booked for Saturday and asked if we could just do the next tour where there were 4 people in line, she said no I needed to buy 3 more tickets. So in the end we had to spend twice the money to do 1 tour. I want a refund for 3 tickets. There's no reason I should've had to pay twice. I'm disgusted at how we were treated as we just wanted to do something as a family on a Saturday. That extra money they made us spend hurt me financially for the following week and I shouldn't have had to buy tickets twice!

    Business Response

    Date: 08/25/2023

    Response taken by phone:  The original tickets under this name were marked as a "no show".   When the tickets are purchased the buyer agrees to the terms which state the customer must arrive 15-30 minutes prior to scheduled tour time as Saturday tours often sell out.   The party arrived after this time and a different member of the party must have bought tickets for a tour.

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