We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Resort

Imperial River Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Resort.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/17/2024

    Type:Service or Repair 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.
    8/30/24 3 day rafting trip 53 miles, cost of trip: $3,196 We didnt't get what I paid for, they didn't go the whole 53 miles, the guides were mad because we wanted to change the plans because they thought we would be ok doing what they wanted Was charged an extra $300, asked the owner to refund the extra $300 that wasn't supposed to be charged, also asked for some kind of refund since I didn't get what I paid. Tried communicating with the owner and he's only willing to give a "credit voucher for $300"All the communication has been through email so I printed and attached the receipts and email. I want some kind of accountability and to get some kind of refund not a credit voucher since I live several hours away and will never go back to this company.

    Business Response

    Date: 10/22/2024

    My company did take ******* on an overnight rafting trip. I did have several emails with ****** in regards to the length of the trip and other expectations. The guides did shorten the trip by 8 miles on the last day without clearing this with *******. I apologized and offered a credit voucher for $300, which is the price of a 13 mile half day raft trip. I felt that the offer of a 13 mile raft trip that included the 8 mile section of the river that the guests had not run was very generous as this was more than the trip had been shortened. ******* is in possession of this credit voucher. 

    My office did erroneously charge an additional $300 which was promptly refunded to ********* credit card. 

    ****** did let me know that ******* wasn't happy and that he wanted a refund of the $300 to his credit card and not a credit voucher. I disagreed. The credit voucher can be used any way that ******* would like. 

    Customer Answer

    Date: 10/22/2024

     
    Complaint: 22435209

    I am rejecting this response because:

    Sincerely,

    ******* *****

Imperial River Company is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.