Coldstream Adventures Unlimited

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Response:This complaint was answered 1-21-via email to the customerTheir credit card was credited $as requested[redacted]

I just read Mr***' response of today, and I wanted to point out a few things. First, the pictures were taken of the snowmobile in question well after the rider had been taken from the scene of the accidentThe snowmobile may have been moved to allow him freer mobilityBut they were taken shortly after the incident when our employees went to retrieve and assess the damage to the snowmobile. Second and more importantly, Mrand Mrs*** signed a damage agreement that held them responsible for the damages, We never said the damage was or was not caused by the machine hitting the tree, but it doesn't matter. The damages were real, and as appraised by us the parts and labor totaled $I am attaching a parts list for your review.Thank you***Coldstream Adventures Unlimited

Thank you for the opportunity to respond to this complaint. We conducted a tour on February that included the *** partyPrior the tour the clients were provided with, and signed, Participant Release of Liability and Assumption of Risk Agreements and Damage AgreementsThe Damage
Agreement clearly provides that the participants agree to pay for any loss or damage to the snowmobile at replacement or repair cost as appraised by Coldstream AdventuresCopies of these signed agreements can be provided upon request. In addition, participant *** ***, wife of the complainant, signed an imprint of her credit card that was clearly labeled “Vehicle Damage Charge” Although our practice is to immediately provide a list of parts needing to be replaced in the event of damage, due to an oversight unfortunately this was not done at that time and not drawn to our attention by the complainantsWe have now provided them with the parts list and labor costs totaling $746.95, which has been charged to their credit cardAs stated in the complaint, we previously provided seven photos of the damaged snowmobile. These pictures were taken shortly after the wreck when our employees went to salvage it, but before they moved the snowmobileAlthough the complainants did not believe they were pictures of their wrecked snowmobile, they did not provide any photos of their own refuting thisAs far as the visor they are referring to, it was detached from the snowmobile upon impact but not damaged so we are not charging them for itDuring one of the phone calls referred to, one of our employees who salvaged the snowmobile discussed the damages with Mr***Our employee attested that "...he agreed with the damages and said there was no problem with the damage or the charges and wanted to let *** *** know that they were happy and had a great time." We are of course very sorry that the accident occurredAs a gesture of good faith we did provide a rain check to the *** party for the full value of their tourWe feel that we have met the conditions of the complainant's desired settlement, and will also be responding similarly to the credit card company

Response:This complaint was answered 1-21-16 via email to the customer. Their credit card was credited $200 as requested.[redacted]
[redacted]

I am rejecting this response because: 1. Who from Coldstream is answering these questions?2. Yes, I know I signed a document. Which, by the way I have not yet received copies requested on February 25th3. Coldstream was neglectful. They allowed my 14 year old son to drive a snowmobile in public street4. Their pictures were not taken the day of the accident because it was getting dark. Those pictures show the sun shinning5. The area where the accident happened was covered with at least a foot of snow. Their pictures show someone standing on snow not sunk into the snow?6. The employees at Coldstream are very rude and difficult to talk to them.7. I would like to know why are they making this so difficult? From the first called we received from them on February 13th, they have been disrespectful and intimidating.8. How would they have retrieved the snowmbile, do an internet parts inquiry, bought parts, all in a couple of hours on Sunday February 13th?? when we got a call from [redacted] early morning??9. And, I'm still waiting for an actual invoice or receipt showing the parts were paid for????

The customer seems to be ignoring the fact that he is responsible for damages at repair or replacement cost as appraised by us.  It is only a courtesy that we furnish a parts list for his review.  Also, the snowmobile was retrieved about an hour after the incident occurred.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: On 1/4/16 we were charged $200 to replace a damaged bumper on a snow mobile for which my son had damaged. We were out at the site, in the snow and paid for the damage in cash. We did not receive a receipt and were not offered one(again, because we were out in the snow and not in the company office). We have since received our credit card statement and they charged us again. When my husband spoke with [redacted] from Cold Stream Adventures, he said that he did not receive any cash. My husband told him that our guide was there and that me and our two children saw us pay him the $200. There were other people there too, but they were from different tour groups and we do not know who they were or what state they came from. After more disagreeing about the situation, [redacted] hung up on my husband. I have tried to contact [redacted] or the Owner or Manager at

[redacted] and have not had any returned calls. We are only getting voicemail. I am unable to locate their business license online. Not sure of the legitimacy of the company or if they are even insured. We are very upset and want this issue resolved asap. We were lied to and they totally took advantage of us. We are in the process of filing a complaint with our credit card company to receive our credit of $200.Desired Settlement: We would like to receive the refund of the $200 that we had already paid to the company in cash.

Business

Response:

Response:This complaint was answered 1-21-16 via email to the customer. Their credit card was credited $200 as requested.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: On February 13th, 2016. My wife, my son and I went on a Coldstream Adventures snowmobile tour. My 14 year old son drove a single snowmobile (later I found out that he was too young to ride by himself but I was never not told otherwise) As we were coming down a steep hill my son slid off the embankment and the snowmobile turned over falling onto my son and pinning him against a tree. I and the tour guide looked at snowmobile. The tour guide said that "he did not see any damage except for the visor" and that everything was fine as long as my son was fine too. On February 14th around noon we received a very rude and threatening phone call from a Coldstream employee stating that he had charged my account for the amount of $745 dollars for damaged parts because the snowmobile had hit the tree. I told the employee that my son hit the tree not the snowmobile. The employee, very rude, said that it was my fault and I was lucky he was not charging more as he could charge me $200 dollars a day for every day the snowmobile was out of service. I requested photos and documents supporting the charges. On February 16th we received photos depicting a snowmobile crushed against a tree, we disagree with these photos because my son hit the tree. As of today we have not received a list of parts. I contacted the owner [redacted] about the charges and he offered me a rain check. When I mentioned the photos he got very upset and did not allow me to speak and hung up on me. I called one more time and he hung up on me again. I called again and an employee answered the phone I told him that all I wanted to do is to tell my side of the story and an explanation of the charges, the employee listened to my concerns. But as of today Coldstream has not responded to our request and cut off communication. I have contacted [redacted] to dispute the charges due to the lack of receipts or documents.Desired Settlement: We feel that we only need to pay for the visor as that's the only part that the Coldstream employee and I agreed on. We'd like to see a list of parts and pay for a reasonable amount.

Business

Response:

Thank you for the opportunity to respond to this complaint. We conducted a tour on February 13 that included the [redacted] party. Prior the tour the clients were provided with, and signed, Participant Release of Liability and Assumption of Risk Agreements and Damage Agreements. The Damage Agreement clearly provides that the participants agree to pay for any loss or damage to the snowmobile at replacement or repair cost as appraised by Coldstream Adventures. Copies of these signed agreements can be provided upon request. In addition, participant [redacted], wife of the complainant, signed an imprint of her credit card that was clearly labeled “Vehicle Damage Charge”. Although our practice is to immediately provide a list of parts needing to be replaced in the event of damage, due to an oversight unfortunately this was not done at that time and not drawn to our attention by the complainants. We have now provided them with the parts list and labor costs totaling $746.95, which has been charged to their credit card. As stated in the complaint, we previously provided seven photos of the damaged snowmobile. These pictures were taken shortly after the wreck when our employees went to salvage it, but before they moved the snowmobile. Although the complainants did not believe they were pictures of their wrecked snowmobile, they did not provide any photos of their own refuting this. As far as the visor they are referring to, it was detached from the snowmobile upon impact but not damaged so we are not charging them for it. During one of the phone calls referred to, one of our employees who salvaged the snowmobile discussed the damages with Mr. [redacted]. Our employee attested that "...he agreed with the damages and said there was no problem with the damage or the charges and wanted to let [redacted] know that they were happy and had a great time." We are of course very sorry that the accident occurred. As a gesture of good faith we did provide a rain check to the [redacted] party for the full value of their tour. We feel that we have met the conditions of the complainant's desired settlement, and will also be responding similarly to the credit card company.

Business

Response:

I just read Mr. [redacted]' response of today, and I wanted to point out a few things. First, the pictures were taken of the snowmobile in question well after the rider had been taken from the scene of the accident. The snowmobile may have been moved to allow him freer mobility. But they were taken shortly after the incident when our employees went to retrieve and assess the damage to the snowmobile. Second and more importantly, Mr. and Mrs. [redacted] signed a damage agreement that held them responsible for the damages, We never said the damage was or was not caused by the machine hitting the tree, but it doesn't matter. The damages were real, and as appraised by us the parts and labor totaled $746.95. I am attaching a parts list for your review.