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:05/05/2025

  Type:Product 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.

  I have a reservation with this company for a mountaineering course (Mount Baker Intro) for September 5-7 which I have decided I want to cancel. The company website as well as the confirmation email I received when I booked both state the refund policy as follows: Refund Policy - Full refunds, less reservation deposit, will be provided 121 days prior to departure date unless otherwise specified.- No refunds will be provided 120 days prior to departure date.- All cancellation requests must be emailed to Northwest Alpine Guides.I requested to cancel on April 30, 2025 which is in excess of the 121 days required for the refund, but am being refused on the basis that I had previously been booked for May. They are claiming the cancellation is based on the original date, despite the policy wording "121 days prior to departure date", which in my case is September 5. I would appreciate your assistance in obtaining my refund.

  Business Response

  Date: 05/06/2025

  To Whom It May Concern:

  **** ****** advised Northwest Alpine Guides the need to cancel his participation on the Mount Baker Intro (3 day) climb on April 30, 2025. His email is attached with the supporting documents. His payment of $1095.00, which includes a $300.00 reservation deposit, is considered non-refundable and non-transferable as per our terms and conditions. We also make travel insurance available to all our customers.

  **** reserved a May 13th trip, we asked **** if he would like to switch to a May 16th trip (it was not a requirement). He agreed and we emailed him confirmation. After a few weeks, he requested to switch to a September 5th trip, which we permitted without charging the change date fee. **** then requested to cancel the trip and requested a full refund. The trip is outside our refund policy based on its original booking date. No companies allow customers to manipulate refund dates by allowing customers to change dates. The reservation deposit is also non-refundable. The full balance is also non-refundable. We offered a credit minus the reservation deposit towards a future 2026 as a solution which **** declined.

  **** is clearly attempting to manipulate our refund policy by switch the trip date, he does not mention any of that information within his complaint. We've attached his orginal reservation with our stated terms and conditions which he agreed. The customer, invoice, email communcation was also provided.

   

  Customer Answer

  Date: 05/14/2025

  Hi ******,
  I'm very sorry but I didn't understand the request from the above mentioned correspondence. My case has not been settled and so I would appreciate if it could please be reopened, and I do apologise for the oversight.
  Please see all supporting attachments.
  My complaint is quite simple, I was booked for the September 5-7 class and opted to cancel on April 30, 2025. The only refund policy this company provided (in my confirmation email and on their website) is the one depicted in the attachment which states: "Full refunds, less reservation deposit, will be provided 121 days prior to departure unless otherwise stated." I cancelled 129 days in advance of my departure and nothing otherwise was stated until after they declined to provide my refund and at that point attempted to change the terms of their refund policy. I satisfied the cancellation for refund policy as provided to me both at the time of booking and at the time of cancellation and would like them to honor my refund, less deposit as necessary.
  Thank you for your time and consideration.