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:09/26/2022

  Type:Service or Repair 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.

  On September 17, 2022, me and my husband were kicked off the property and had threats to have the police called on us by one of the owners, *********************** at Benbrook Stables in Benbrook *****. We arrived on the property for horse riding lessons that my husband purchased for me as a birthday gift. The owner made an issue of us being 10 minutes late into the ******* When we requested a reschedule for another time that day or another day, she told us that we were not getting a refund. I explained that we were not asking for a refund, we are asking to reschedule. She then told us that we were losing our ride time. She also claimed we needed a 24 hour advance notice to reschedule. To our knowledge we had not been made aware of this. When questioning the owner (***********************) she stated that the 24 hour advance notice requirement was everywhere. I asked her where it was and she was unable to locate it in any paper work that she looked thru. She then resorted to look for it on the computer on the Benbrook Stables website. She pointed at the computer screen and said it was there. Upon looking at the screen, I did not see it there and made her aware that it was not there. She also started recording us and falsely accused me of recording her. As a result of the owners actions we were made to feel unwelcome. We are requesting a full refund of $250.50 for services paid for but never rendered. We did not threaten the owners safety or anyone else, nor did we yell, or use any profanity. We asked to reschedule. Based on the treatment that we received, we feel that the owner resorted to extreme measures in making us feel unwelcome on the property. We hope that no one else ever experiences this type of treatment under any circumstances.

  Business Response

  Date: 09/28/2022

  We are very sorry this was your only experience with us. As we discussed when you were in the office, our cancellation policy is on our website. I will attach a screenshot of that section to this response for you. We were more than willing to get you and your husband into your ****** as soon as you got here, it was your choice to forfeit that ****** time. All of our ******s start on the hour and run for ********************************************** late each week, take their ****** for the time remaining, and accept that it was their actions that made their ****** shorter than the allotted 45 minutes, not ours.  We also make sure to tell every single customer to come in ***** minutes early for their ******s so that even if you are running a little late, you will still arrive on time. When you were unable to take responsibility for being late and requesting to be rescheduled, it is like showing up late to a concert or movie and requesting that they restart it for you. Your ****** had already begun, and we cannot 'reschedule' or refund you. We, as a small business,  were relying on the fact that you would be here and ready on time. The clock starts running right on the hour. We cannot rewind the clock because you showed up late. When we tried describing that to you, you seemed unwilling to listen and accept that it was your actions that got you in this position, not ours. We are happy to have you and your husband come out for the ****** you each have left. You are always more than welcome to come out here and ride, but we do not appreciate it when we are personally attacked for having a policy most all companies have as well. When the discussion started to escalate ***** was simply defending her business and policies that we hold each and every customer to. Nothing that was said or done was personal to you or your husband, but simply the standard we hold everyone to. 
  

  Customer Answer

  Date: 10/01/2022

  Complaint: 18127313
  
  I am rejecting this response because: 

  To say that we are attacking you all is a strong accusation and false statement. I refuse to allow you all at Benbrook Stables or anyone to use your words in falsely accusing us of attacking you and as a potential form of weaponizing. This is the experience that we had at Benbrook Stables. 
  
  
  The fact that we were ******************************** the initial complaint against Benbrook Stables. 
  
  
  Additionally, when we arrived and went outside to begin the ******* the trainer was not immediately ready to begin the ******* We waited some additional time for the trainer to arrive. 
  
  
  By the time the trainer arrived he told us that we had 20 minutes left in our 45 minute session and if we had questions that we could go back into the office to ask about our horse riding lessons. This is what prompted us to go back inside the office to ask about rescheduling.  
  
  
  I mentioned initially, the owner made an issue of us being 10 minutes late. She resorted to extreme measures in handling the situation in how she treated us and should acknowledge this fact.
  
  
  When I asked the owner about rescheduling, she said that there is a 24 hour cancellation policy. At this time, when I questioned her about this policy, as a business owner she was unable to back this policy with any factual documentation whether it be in paper work or online. She repeatedly said that the 24 hour cancellation policy was everywhere yet she was unable to prove it anywhere. We did not see a 24 hour cancellation policy.
  
  
  This is very misleading. In this situation, in terms of consistency, it leaves the impression of unfair treatment of customers when you are unable to prove what you are saying in regards to a company cancellation policy. Not having a documented policy may leave it open to owner discretion to make exceptions for some customers but not for others, whether they are given 24 hours or a moments notice to reschedule.
  
  
  At the time of purchasing the riding lessons as a birthday gift and making the reservations at Benbrook Stables, not a single one of Benbrook Stables staff members or owners made us aware that we should arrive ***** minutes early. Nor were we advised of a 24 hour cancellation policy. 
  
  
  Furthermore, once we went back outside from the office and tried to utilize the time that we had left in our riding lessons, there was no trainer available. Me and my husband went back into the office to notify the owner that no trainer was available. She made no effort for a reasonable resolve. ***** said to us very offensively, you are out! She kicked us off the property and she also threatened to call the police on us for no justifiable reason. Therefore, we did not feel safe or welcome on the property and left the premises immediately. We did not deserve this type of treatment.
  
  
  The owners actions were very unprofessional, and extreme. We never threatened her or anyone at Benbrook Stables, we did not curse or yell at her or anyone at Benbrook Stables. She kicked us off the property and threatened to call the police on us. Once someone is kicked off of a property, to return is criminal trespass. She also kept our payment for services not rendered which included future riding lessons. 
  
  
  This should have been a joyful occasion as a birthday gift. Instead, we were treated with unjustifiable, gross disrespect and do not deal with such. We are demanding a full refund and will receive our horse riding lessons elsewhere.

  Regards,

   

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

  Business Response

  Date: 10/06/2022

  We are always sad when a customer is not satisfied with their experience at Benbrook Stables.  We would never in our wildest dreams treat anyone the way this customer is portraying.  She arrived not 10 minutes late for her appointment but rather 20 minutes late.  We have a very clearly written policy of all arrival times as fifteen minutes prior to your appointment.  This allows for the customer to check in, get paper work filled out and meet their instructor.  This customer arrived not fifteen minutes before her scheduled time, she arrived twenty minutes into her actual ****** time.  We informed her all ******s are forty-five minutes long, which she already was well aware of from the information she had been given at the time of scheduling.  We let her know we could extend her ****** an additional fifteen minutes but that would be all we could because the instructor needed to move on to his next appointment.  This was completely unacceptable to her and continued to demand something that time would just not allow.  She became increasing hostile and demanding to the extreme that she frightened the girls in the office.  We told her if she did not leave immediately that we would be forced to call the police and have her removed.  It is inconceivable and completely unimaginable to think that we would have to the police on a perfectly calm customer.   She was given a full refund and asked not to return.  

  Customer Answer

  Date: 10/08/2022

  Complaint: 18127313
  
  I am rejecting this response because:

  What is inconceivable is for any human being and or company to not only lie but to be so content in your dishonesty. What you stated in your last response is not only untrue but is defamation of my character which is a very serious offense. Furthermore, it is a contradiction of your previous statement in regards to refunds. 
  
  
  I stand firm in the truth of my statements regarding our experience at Benbrook Stables. You have not proven anything that you are claiming in regards to your company policy as it pertains to 24 hour cancellation. 
  
  
  Additionally, we were not asked to leave, we were kicked off the property and had threats to have the police called on us unjustifiably, nor did we ever receive a refund. Our terrible experience in how we were treated and the fact that you all kept our payment for services not rendered is what prompted this complaint. We are requesting a full refund which to this date we have not received as you falsely claimed in your last response. 
  Provide proof that we received a full refund.

  
  Regards,
  
  S *****