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:11/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  ******************************************************************************************************************************* Phone: ************ ****************** November 30, 2024 Better Business Bureau Online Submission Complaint Against:Buffalo Valley Ranch ***** Buffalo Valley ************************** Dear Better Business Bureau, I am writing to file a complaint regarding an issue I encountered with Buffalo Valley Ranch in *****, WY. Below are the details of my experience: On May 30, 2024, I made a reservation through ******* for a two-night stay at Buffalo Valley Ranch, beginning June 20, 2024. Upon arrival on June 20, I was informed by the staff that they could not locate my reservation. Despite showing proof of my booking, I was told that there were no vacancies and was turned away. This caused significant inconvenience, as I had to scramble to find and pay for alternative accommodations for the night. Later, when I reviewed my credit card statement, I discovered that I had been charged for the Buffalo Valley reservation. I contacted Buffalo Valley Ranch to request a refund, at which point they were able to locate my reservation but claimed I was a "no-show" and therefore ineligible for a refund. Despite multiple phone calls explaining the situation, describing the property and the staff who turned me away, they have refused to take responsibility for their error and issue a refund. I am providing a copy of my receipt, which includes the confirmation number and a copy of my credit card statement to support my claim. I am seeking your assistance in resolving this matter and obtaining a refund for the reservation that I was unfairly charged for. I appreciate your time and attention to this issue. Please feel free to contact me if further information or documentation is needed. Sincerely, ***** *****, ************ ***** *****, ************

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My husband and I paid $419 for a two night stay at the Heart Six Ranch in *****, *******. We arrived on the first night and were given keys to a suite that hadnt been cleaned.There was mouse f**** on the bathroom floor, dead insects on every windowsill, hair in between the sheets of the bed, the pillowcases were stained yellow, the toilet was dirty, the trash cans were not empty, and the couch and ottoman were stained. Secondly, there were ~30 dogs chained to small dog houses in a large pen outside our room. Apparently they are used as sled dogs - it looked like they were abused to us.For $210/night, I expect a sanitary place to rest. When I spoke to the front desk in the morning, they asked me how everything was and I said, not good. They did not ask why, at which point I said that we were planning to leave that morning and not stay the second night of our reservation. They proceeded to get us checked out without inquiring about why we were leaving. When I asked if theyd like to know why we were unhappy, they responded, let me hear it. I explained what we had observed and experienced in the room, and asked for a refund. They declined and handed me a receipt for the $419 charge for a two night stay.If the staff had been kind and hospitable at any point during our interactions with them in the cafe (which was also filthy and serving food that was overpriced and included an automatic 20% gratuity for counter service), I might not still have a bad taste in my mouth about Heart Six Ranch. I have much travel experience and know that things arent always what they seem. I do feel, however, that this business needs to adequately communicate the value of what they provide with photographs of the actual rooms they sell, and lower their price point to reflect the poor service and accommodations they provide.

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This was for 2 rooms for 2 nights and rooms were to nasty for human presence
  Ask for refund in good faith, but was charged anyway. I now have looked at reviews and they have many such complaints, would like to save others from this horrible experience!

• Initial Complaint

  Date:09/27/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Please find attached the information requested to support the dispute of the $1694.97 charge paid to Heart Six Ranch on 6 September 2023.
  
  The booking of the three night stay, 6-9 September 2023, was made through Hotels.com. The Hotels.com booking itinerary # 72499250104612 is attached.
  
  The $1694.97 charge was for a three- night stay at Heart Six Ranch Resort, located at 16985 Buffalo Valley Road, Moran, Wyoming 83013, phone 307 543-2477. We attempted to check in on 6 September at 4:00 pm, but found the resort unsanitary, unhealthy and unsafe. Upon check-in, there was a bloody, half eaten mouse on the lobby floor within 10 ft of the resort’s restaurant. Our cabin was within 200 feet of the stables with an over-crowded paddock of approximately 40 horses and over-run with the smell of manure . The front porch of the cabin was unsafe with loose boards. The front door seal had failed and there were flies inside the cabin. The cabin was filthy from years of neglect and had not been cleaned from the last guests. The dead mouse in the lobby, the overwhelming smell of manure, the swarm of black flies in and around the cabins, the filthy interior of the cabins, and the disrepair of the structures made the resort, restaurant, and cabins unsafe and unsanitary. Concerned for our heath and well-being, we could not and did not stay at the Heart Six Ranch. Due to the unsanitary and unsafe conditions of the resort, no services were provided to us.
  
  We canceled our reservation for our own safety, but we did not meet the seven-day cancellation policy and had to forfeit the cost of the three-day stay. The manager would not cancel the reservation or refund our payment.
  We filed a claim with Hotels.com, but they were unable to secure a refund. We have also attached a copy of the letters we have written to the Wyoming Community Health Section and the Wyoming District Attorney, Consumer Protection and Antitrust Unit, referencing the Deceptive Trade Practices Act of Wyoming.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was double-charged for a stay that I made with this hotel. I called the front desk before the stay in question, and they told me not to worry, and they'd take care of the issue for me. They never did, and ultimately double-charged me. I feel lied to, as they assured me they'd remove the extra charge but did not; and I feel cheated as the double-charged me for the stay. I see a long history of such behavior from the business here on the BBB with other clients too unfortunately.

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  The website is complete false advertising. The room that we were in had two full-size beds. The walls were so thin you could hear the neighbors farting and sneezing.
  
  There was one light in the room, no tv, no coffee maker, no Wi-Fi. There was no chairs to sit in, the blinds didn’t close all the way, there was no hot water in the shower.
  
  The website states that there’s two restaurants and a bar. The restaurant inside the lodge was closed. The café was the only open place to get food unless you drive to Jackson. There was only one person working in the café and they were running around frustrated saying they were out of everything or couldn’t make things since equipment needed cleaning (milkshake). There was no bar. The bar was a cooler with three different types of beers that you could select from, the food was overly priced.
  The beds were horrible to sleep in. We woke up the next day and could hardly move because our backs hurt so bad there was no way that we could even try to go on a horse ride.
  
  Horse rides for four people out to the cookout was going to be over $600 not including the $440 that we paid for the room. We checked out after the first night and they refused to give us money back.
  
  Would like a refund for the entire amount due to false advertising or refund the second night, that we didn’t stay.