Animal Ark

I had a canoe trip with a party of 6, canoes, in each canoeWe had a deposit of $down for the alcohol we broughtIt was my understanding that we were to receive the $back if nothing was damagedWe brought back all the equipment unharmed and did not receive our deposit back During our journey we came across a strong current and one of the two girls in the canoe almost drownedDuring our minute wait for the police to arrive myself and another member of my group swam out to the canoe and were able to turn it upright and salvage all the equipmentWe swam into the strong current to retrieve all the equipment so we could the deposit backWe did this while wearing the safety vests that were providedOnly of our vests had straps on them, so while we were trying to save the canoe and equipment the vests were constantly floating off of usThat seems to defeat the point of wearing a safety vest After the police arrived and took my friend that almost drowned the rest of us paddled back all of the canoes, vests, and oresWhen we arrived at the building to check out and get our deposit backWe spoke to a young man named Colten who told us we couldn’t get it back because we were lateWe tried to explain that we didn’t know because there were no signs that indicated we reach the end of our tripHe told us all the other “thousand” people were able to leave at the correct spot and that “it is a state park so there doesn’t need to be signs” and that we “obviously don’t know how to listen to directions” SOMEONE ALMOST DROWNED! Drowned, as in almost DIEDThere was no empathy for the situation we had just gone throughThere were no thanks for bringing the EQUIPMENT backThe people we dealt with were incredibly RUDE The police told us this type of thing happens all the time I sent them an email asking for our money back and complaining about the awful expirence we had, I heard no replyOne of my group members called and was told we would not be getting the money back, we should have just left the equipment, and we were lucky it was only $dollars The only thing we are lucky about is our friend didn't lose her life

On a recent trip, Sunday August 7, 2016, my family went on the three hour 1:30 est trip. There was no supervision for assistance at all. I am voicing my complaint here because one young man stated if I wanted a copy of my receipt "go look for it in the dumpster". Trying to address a canoe that had a hole in it and kept sinking, another young man walked away fro us.
And the clincher was the deplorable conditions in the mens bathroom. He took photos which are too disgusting to add here. I will use them if needed. I made two cales to Ind health dept with no direction. I made two call the Parke county health department with same results. I am using this vehicle with hopes that someone can assist me.
I will contact canoe company soon but they will clean up bathroom and deny my photos.

I had a canoe trip with a party of 6, 3 canoes, 2 in each canoe. We had a deposit of $50 down for the alcohol we brought. It was my understanding that we were to receive the $50 back if nothing was damaged. We brought back all the equipment unharmed and did not receive our deposit back.
During our journey we came across a strong current and one of the two girls in the canoe almost drowned. During our 30 minute wait for the police to arrive myself and another member of my group swam out to the canoe and were able to turn it upright and salvage all the equipment. We swam into the strong current to retrieve all the equipment so we could the deposit back. We did this while wearing the safety vests that were provided. Only 1 of our 6 vests had straps on them, so while we were trying to save the canoe and equipment the vests were constantly floating off of us. That seems to defeat the point of wearing a safety vest.
After the police arrived and took my friend that almost drowned the rest of us paddled back all of the canoes, vests, and ores. When we arrived at the building to check out and get our deposit back. We spoke to a young man named Colten who told us we couldn’t get it back because we were late. We tried to explain that we didn’t know because there were no signs that indicated we reach the end of our trip. He told us all the other “thousand” people were able to leave at the correct spot and that “it is a state park so there doesn’t need to be signs” and that we “obviously don’t know how to listen to directions”.
SOMEONE ALMOST DROWNED! Drowned, as in almost DIED. There was no empathy for the situation we had just gone through. There were no thanks for bringing the EQUIPMENT back. The people we dealt with were incredibly RUDE.
The police told us this type of thing happens all the time.

I sent them an email asking for our money back and complaining about the awful expirence we had, I heard no reply. One of my group members called and was told we would not be getting the money back, we should have just left the equipment, and we were lucky it was only $50 dollars.

The only thing we are lucky about is our friend didn't lose her life.

I am in receipt of the two complaints referenced above. Since they are the same incident, I will respond to them together.
8.85pt 0.1in 0pt 0in">The parties above signed up for a 3 mile trip on Sept. 5, 2015, the Saturday of Labor Day Weekend. The creek conditions that day were below normal. We had no restrictions in place and were taking ages 2 and up.
When a trip is booked at the rental window, a rental agreement is filled out, a liability waiver is signed and, if applicable, an alcohol agreement policy is signed (samples enclosed). All customers are asked if they are taking alcohol on the trip. The parties indicated that they were taking alcohol, so an additional deposit was required and restrictions on alcohol were given. They are then instructed to get a life jacket and instructed to wait for the next appropriate bus for their departure time. They are given a copy of their rental agreement, with information and a map, in a waterproof container. Once on the bus, they are driven to the put-in site and there, before they allow customers to depart the bus and while the driver has the attention of the group, the driver gives them instructions on the trip, pick-up point and pick-up times. The designated pick-up point for the 3 mile trip is a large red covered bridge spanning Sugar Creek.
At the end of the day, two groups had not returned from the creek on time. One 10-mile group and one 3-mile group. Based on the times, we determined that the 10-milers were running late and that the 3 milers had most likely went past their designated stopping point and were in route to Jackson Bridge, the pick up point for our 10-mile trip and 6 miles past their designated pick-up bridge. Two employees were sent to Jackson Bridge to check and returned both groups back to the rental office. The 3-mile group (the complaintants) came to the window first. I explained the situation to them and how they had not stopped at the bridge they were instructed to. I immediately smelled alcohol on their breath and could tell they were intoxicated. I went over the rental agreement with them, explaining that because they did not stop at the correct bridge and were picked up at a different bridge and were late, that the $50 deposit would be charged. The group began to argue about the charge and felt that since they "returned the equipment", they should not be charged. I explained it to them again that they took a 10 mile trip instead of a 3 mile trip, they were late, they got out at the wrong bridge, staff had to stay over and make extra trips to get them,etc. However, reasoning with the group in their intoxicated state became difficult.
They complained that "we didn't know where to stop." I reminded them that all drivers instruct the passengers on the bus before letting them out at the creek. Did you pay attention, I asked? Their reply was "It is not our job to pay attention. It is your job to put up signs." I replied that it is illegal to put up signs on state property or private property, but that the massive red covered bridge spanning the creek is an easy marker to see and stop at. The complaintants stated that " the driver told us it would take 2.5 hours . " My reply to that was that the driver's instructions were that tubes will take 2.5 hours and that
canoes and kayaks will take one hour to 134 hours. Again, it does not appear that you listened to the driver. The group then stated that we needed signs and the park should allow it since we pay the park to use the creek. I informed them that the we are a private business, that the park does not own the "creek" and the park was not paid for people using the creek. THEN, their reasoning led to the complaint that they wanted ALL their money back (security deposit and the original rental fee) because it was illegal for us to charge customers to go on a canoe trip when we (Sugar Valley) did not have to pay the park to use Sugar Creek.
At this point, I was completely baffled by their lack of understanding of common-sense rules and their lack of responsibility and I ended the discussion, but offered to wait for the police if they so desired. The police did not show up. After the incident, there was an email that requested the security deposit based on the same "complaints", but the security deposit was not returned. There also was a phone call around Sept 20th or so and they spoke to another owner, Sharon Lambermont. In that phone call, they again asked for the deposit back. The perf.on who called complained that (1) the driver told them it would take 2 34 hours and since they were at the "bridge" in 45 minutes, they went on, ( 2) that they could not hear the driver because it was too noisy on the bus and that( 3) their only obligation was to return the equipment and therefore should get the $50 deposit back. Sharon replied that there was more involved in returning the security deposit: such as getting out at the right bridge, getting out within the time allowed and adhering to the alcohol policy and that based on those conditions, the deposit would not be returned.
Notes: They were in possession of their rental agreement, which is handed to them in a waterproof container on a lanyard . It tells them where to stop and all information about the trip, including a map of the creek. All of our drivers tell every busload of customers about the trip, what to do, where to stop, how long it takes, and time limit to be in. There were 40 -50 other customers on their particular bus, who paid attention to the driver and docked at the right bridge within the time allowed. There were actually over 1000 canoers that day and all other groups stopped at the correct designated bridge.
I was completely courteous to the group and explained to them in GREAT detail why they were being charged. I was not once rude to them. None of my staff were rude to the group. They were intoxicated and extremely aggressive about having to pay the charges. They used obscene and inappropriate  language  to me and my staff. Thankfully, no children were present.
In conclusion, alcohol was the number one factor in why they missed the docking point, but they claim no responsibility in their behavior. They were visibly drunk and smelled heavy of alcohol. Nothing was said to my staff about life jackets being faulty prior to the trip. Their claim of police having to "do this all the time" is also completely false. The "customer is always right" is a ridiculous claim when customers act irresponsibly, are intoxicated and show no common sense. We appreciate the opportunity to state our side of the situation reported to you in the above referenced complaints.
Colton L[redacted]
President