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Business Profile

Tourist Attractions

Lancaster Balloon Rides

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tourist Attractions.

Complaints

This profile includes complaints for Lancaster Balloon Rides's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lancaster Balloon Rides has 4 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 14 complaints 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Lancaster county Hot Air Balloon ride. They have several locations. Confirmation code is ******. Originally booked a Balloon ride April 16th, 2023. Total cost was $1,033.50, for 3 people. Made several attempts (6) to have a balloon ride. They kept cancelling due to weather conditions. I can understand the liability, but besides not communicating well with any kind of notifications and days that were very nice with clear skies they still cancelled balloon flights.Then on Saturday May 11th, 2024 we booked yet another flight with using a credit card that was charged. That's when this particular date was again cancelled by this establishment. After this cancellation from this establishment, we decided to step out of this booking and just get a refund. Now I have called at least 15 times over the course of 5 months and they even have a refund extension/option. There has been no refund.!!! I was lucky with one return phone call from the general manager (****) in the month of August saying he could not return our money until he booked other customers getting other monies as to return our money. He also said I could go back to our credit card company and file a complaint to get our money back. What kind of BUSINESS are they running. They have record, as I do, on our credit card info for this booking but yet they do not want to give us the Refund. Very disgruntle and upset!!! In today's world $1,033.50 is a lot of money for the common person.

    • Initial Complaint

      Date:08/19/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      In June, 2024, tickets were purchased for the Lancaster Hot Air Balloon Festival. Our order #********** was for two tickets totaling $46.36. We found out, not from the company itself, that the festival has been cancelled. Despite NUMEROUS attempts to contact this company, we have not received a refund nor have we received a response. When I use the telephone number on the companys site, it says the number is no longer in service. All emails sent have been returned as undeliverable. The address for this company is ************************************************************************************************. I am seeking assistance in this matter.

    • Initial Complaint

      Date:08/08/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      In March 2024, I booked a balloon ride with Lancaster Balloon Rides for a private ride for $895 on June 24, 2024 at 6 AM. The company website specifically indicates that a New Hope, PA launch site is available, and this is what I selected for subsequent travel arrangements. I spoke with the owner, ****, and all seemed set. Per the weather hotline I was instructed to call at 4 AM on June 24, the ride was cancelled due to weather, and after leaving messages during business hours that day I spoke with **** at 5:30 PM on June 24 to reschedule for June 25 at 6 AM, but this time for a shared ride at a reduced charge of $550. I called the weather hotline again at 4 AM and the flight was go, but then I saw that **** had booked me for a launch site 1.5 hours away that I couldnt make it to in time. I called **** and we spoke at that early hour, and we left it that wed talk later about rescheduling, refunding etc. Despite leaving 4-5 voicemails since and sending emails to *************************************** and ****************************************** where I had received confirmation emails from, there has been no response from **** or anyone else. I have confirmed that the $895 has not been refunded to my credit card, nor the $895 reduced to a $550 charge, as indicated would be in the rescheduled confirmation email for June 25.

    • Initial Complaint

      Date:04/18/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      -12/23/2021: purchased a $1000 gift certificate as a gift. I paid $848 for it because there was a $200 discount promotion and $48 booking fee. -5/13/2022: booked a flight (CANCELED): Paid additional $250 for an extra person. Total=$1250 -flight was canceled. It was a nightmare trying to reschedule-I tried calling numberous times, and nobody answers the phone. I emailed back and forth for days with date options, and the dates they said were available suddenly weren't. I could share the email thread, if that's helpful, but it's long. We had to wait until the following Spring.-3/11/2023: booked a flight for 5/13/23. (CANCELED)-booked a new flight for 6/23/23 (CANCELED)-booked a new flight for 8/4/23 (CANCELED)-booked a new flight for 8/27/23 (CANCELED)-booked a new flight for 10/22/23 (CANCELED)-tried booking a new flight 3/21/24-4/2/24 multiple times. They responded to my initial email but haven't responded since.We've been trying to book this flight for two years now. We aren't local, so it's been very hard to reschedule this many times (which is why the bookings are so spaced out). This company refuses to answer the phone or return phone calls. We've been told multiple times that dates are available and then they suddenly aren't anymore. It's been ridiculous. I tried to get a refund but, they don't offer refunds on gift certificates. I am the one who bought the gift certificate (as a Christmas gift for my grandmother), AND paid the $250 for an additional person, AND I'm the one who's been going through this hassle of cancellation after cancellation. I even offered to pay extra for them to hire an additional pilot or shift the flight time by an hour or two. I don't know what to do at this point. It's been such a pain to deal with. I don't trust them at all. I'd like a refund instead of rescheduling if possible.

    • Initial Complaint

      Date:01/24/2024

      Type:Product Issues
      Status:
      Unanswered
      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 booked a balloon ride with Lancaster Balloon Rides for June 21, 2023. The ride was cancelled due to weather, I rescheduled for October 24. This ride was also cancelled due to weather, I asked for a refund as promised in the initial agreement. The representative I talked with via telephone said a refund would be forthcoming. The refund was never received. Although I have sent repeated email and made several follow-up phone calls, I have had no further response from the company.

    • Initial Complaint

      Date:12/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      We had a balloon flight scheduled for 11/17/2023. I paid a down payment of $83.00. I paid the remaining balance of $500.00 a few days before the flight. On 11/17/23, we called the weather hotline and found out our flight was cancelled due to weather.I called and requested a refund. I told the representative that we were leaving the next morning, lived six hours away and had no idea when we would be able to return. I was told my refund would be returned in about ten days. Repeated phone calls, approximately 40 calls with messages have never been returned. Three emails have also never been returned. Most of all, they have stolen my money and I want it returned as no service was provided.

    • Initial Complaint

      Date:12/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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 purchased a hot air balloon ride for 2 people (total cost $689) on July 11 2023. The balloon ride was cancelled and re-scheduled 4 times because of bad weather. On Monday Oct 30 2023 I requested a refund since I had been unsuccessful getting the balloon ride. I received an email that I should expect a full refund within 10 business days. I have not received that refund and Lancaster Balloon Rides has not responded to 3 follow-up messages from me asking about the refund.

    • Initial Complaint

      Date:10/07/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Hi, I am reaching out because I’m at my final straw with this company. I purchased hot air balloon ride back in April 2023 for my anniversary present to my boyfriend. It got canceled twice due to weather and we were not able to make another date the whole summer so I decided to ask for a refund. Their policy is as long as its within the 6 months you purchased the flight then you get a full refund. So I have been requesting my money back from them since July / august of 2023. I have called and left multiple voicemails and wrote various emails. I did not screen shot all of them as I thought it would be an easy process. But once time started going by and I didnt get my money back I started documenting. I lost my wallet after booking the initial flight and they cannot refund my account since I got a new credit card so they said they would mail a check. Ive been waiting since august for the check and they dont answer me back and I have not received it yet. The last time I spoke with someone 2 weeks ago they claimed it was sent back to them and before that said they forgot to mail it. I think theyre waiting until my 6months is over so they can keep my money. Nobody will return my calls or emails and I just want my $450 back. Thats a lot of money to just let go. Ive been nice and patient until this point. This month will be that 6 month window and I still dont have my check yet from July. Can somebody please help me.

      Customer Answer

      Date: 10/30/2023

      The issue has been resolved. The company reached out to me and issued me a refund 

    • Initial Complaint

      Date:11/16/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      We had a balloon ride scheduled for 10/26/2022 that was cancelled due to weather. Understandable, as it was rainy. I called later that day to request a refund because their next availability wasn't for two weeks, and we were leaving the area in 3 days. They said it takes 7-10 business days to receive a refund. It has been 15 business days, no refund. I've called and left 3 messages, and no call backs. We paid a total of $583.00.

    • Initial Complaint

      Date:09/21/2022

      Type:Product Issues
      Status:
      Unanswered
      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 9/17/22, my husband and I attended the Lancaster Balloon Festival and Country Fair. We paid $30 each for admission, so $60 total via credit card. We expected to see the 40+ hot air balloons that were advertised on their website, ******** page, *********, fliers, and on the event program that was handed out at admission. The mass accession was scheduled for 5:30 pm. There was an announcement that the weather conditions were not appropriate for flight. By 6:00 pm, only 4 balloons inflated and launched. Another balloon inflated and offered "tethered balloon rides." My husband and I waited until 8 pm for the hot air balloon glow. At which time only one other balloon inflated in the field. We would never want anyone to get hurt due to flying in unsafe conditions. But, at the very least , they could have inflated a few more balloons- even if they didn't leave the ground. And understandably so, if they were not going to inflate anymore balloons, they could have at least offered a voucher or refund or something.It was like paying to get into the zoo, hoping to see lions, giraffes, and elephants, and only seeing one pigeon, one cat, and one squirrel. We feel as though the advertisements were misleading and deceitful. We also feel as though the service was not delivered in it's entirety as described and we should be issued a refund.We have attempted to reach the organizers of the events via ******** message, ********* message and phone call. No message or phone call has been returned up until this point. The first message we sent was on Sunday, 9/18. It's now Wednesday, 9/21.

    Lancaster Balloon Rides is NOT a BBB Accredited Business.

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