Envirologic of New York Inc.

Upon return from our trip I contacted Loren S*** via e-mail 9/28/Included was an attachment with details all the issues (Note: see document: TripIssuesDetial_lehr) and a copy of the invoice with an explanation of our refund request (Note: see document PureAdventuresInvoice_lehr.) As Loren S*** states in his response, we agree GPS Units were not delivered as promised on the first dayOur disagreement is the value and extent of the services not delivered as per contractThis was a “Bike Trip” and GPS directions in a foreign country are of utmost importance. We dreamed and anticipated biking through charming country roads in Norther Italy; not repeatedly calling and texting to finally obtain the correct bike routing and then actually doing the tech support to re-load and fix the GPS devices ourselvesThe errors involving the GPS route directions totally ruined parts of the Bike TripWe agree, when we finally had proper GPS directions, the routes that were provided were nice. It is the frustration/difficulty to finally obtain the correct routes and properly working GPS devices that is in question of our complaintThis complaint is not only about not receiving GPS units on the first day … it includes a pattern of errors that impacted several days to include: incorrect routes and hotel not as described. I have outline what happened; please see uploaded document: TripIssuesDetail_lehr, PureAdventuresInvoice_lehr and the two photos showing the GPS issuesIn summary our disagreement is about the value and extent of the non delivery of contracted services. The impact of incorrect/dysfunctional GPS direction was severely undervalued by Pure Adventures in their response with a dollar refund. Really the whole trip was about biking and we contracted with Pure Adventures mainly to provide bike routing. I am asking for a partial refund for the days/times that were negatively impacted. Thank you

Upon return from our trip I contacted Loren S*** via e-mail 9/28/Included was an attachment with details all the issues (Note: see document: TripIssuesDetial_lehr) and a copy of the invoice with an explanation of our refund request (Note: see document PureAdventuresInvoice_lehr.) As Loren S*** states in his response, we agree GPS Units were not delivered as promised on the first dayOur disagreement is the value and extent of the services not delivered as per contractThis was a “Bike Trip” and GPS directions in a foreign country are of utmost importance. We dreamed and anticipated biking through charming country roads in Norther Italy; not repeatedly calling and texting to finally obtain the correct bike routing and then actually doing the tech support to re-load and fix the GPS devices ourselvesThe errors involving the GPS route directions totally ruined parts of the Bike TripWe agree, when we finally had proper GPS directions, the routes that were provided were nice. It is the frustration/difficulty to finally obtain the correct routes and properly working GPS devices that is in question of our complaintThis complaint is not only about not receiving GPS units on the first day … it includes a pattern of errors that impacted several days to include: incorrect routes and hotel not as described. I have outline what happened; please see uploaded document: TripIssuesDetail_lehr, PureAdventuresInvoice_lehr and the two photos showing the GPS issuesIn summary our disagreement is about the value and extent of the non delivery of contracted services. The impact of incorrect/dysfunctional GPS direction was severely undervalued by Pure Adventures in their response with a dollar refund. Really the whole trip was about biking and we contracted with Pure Adventures mainly to provide bike routing. I am asking for a partial refund for the days/times that were negatively impacted. Thank you

Pure Adventures, as an agent for our tour outfitter partners in Italy Siciclando, have obtained a refund offer for the clients in the amount of $which is commensurate with the issue as the customers relayed it from the beginning. The Siciclando staff made errors but worked overtime to correct them and for this the customers sent a complimentary review of the efforts. This original email of compliments to the staff was included in our original reply to this complaint The customer has sought to degrade the brand name of Pure Adventures exclusively over the amount of refund they are being offered The outlets where complaints have been filed continues to grow. In every case, the answer is the same and all arbitrators so far have not found our offer to be out of line The facts can be restated: Customers received all services such as hotels, transfers, support, luggage transfer services, bikes, orientation, and yes GPS devices. Everything. There is no disputing that the GPS devices supplied were not properly prepared, but a lot of work was done to correct that. The customers were never disregarded and were even met on more than one occassion by staff over this GPS matter. This is a self-guided trip which requires that travelers manage their daily activities on their own and no guide is supplied. For GPS inconveniences experienced, they have been offered the refund of $ The customers however, on their own accord and without any basis, have decided that cost of the entire trip and all services included need to be pro-rated by the number of days in the tour and a full day of trips costs need to be refunded - that is their demand It is out of line, and without basis. All the other services included in the trip, especially hotels costs which drive the vast majority of the tour price were included without exception or incident. It is not right to demand refund on hotels, luggage transfers, support, equipment, etc when the main problem of incomplete GPS preparation is the only issue We respectfully disagree with the customer's demands. Our offer remains at $but at this point is conditional upon a statement accepting the offer and to cease further complaints with other outlets for this same issue With that a check would be processed and mailed to the customer

Concerning the complaint filed with Revdex.com, this is now the latest forum these customers have chosen to air their complaint? As you can see in the attached documentation, we have been trying to work out a solution with them? The problem is their amount claimed is way out proportion with
the part of their trip that was not adequately provided? A refund of $was offered, and rejected by these customers? They have since filed a dispute with their credit card company and did not get the refund demanded that way either? They have posted very poor reviews on public review websites as well? Our sales staff at Pure Adventures worked very hard in preparation of the trip to supply all the extra demands they had for their trip, and this was not their first trip with us? Even the comments, as shown in the attached document that were first sent, indicate the trip overall was very good? Our local Italian partner did not prepare the GPS units properly in advance - this is not in dispute - and for that a proper and substantial refund has been offered and rejectedWe understand the customer is not satisfied with the settlement offer, but we believe their request is unreasonable and the ongoing public airing of this has become detrimental to any settlement? We regret that we cannot do more than what was offered?

Pure Adventures, as an agent for our tour outfitter partners in Italy Siciclando, have obtained a refund offer for the clients in the amount of $which is commensurate with the issue as the customers relayed it from the beginning.? The Siciclando staff made errors but worked overtime to correct them and for this the customers sent a complimentary review of the efforts.? This original email of compliments to the staff was included in our original reply to this complaint? The customer has sought to degrade the brand name of Pure Adventures exclusively over the amount of refund they are being offered? The outlets where complaints have been filed continues to grow.? In every case, the answer is the same and all arbitrators so far have not found our offer to be out of line? The facts can be restated: ? Customers received all services such as hotels, transfers, support, luggage transfer services, bikes, orientation, and yes GPS devices.? Everything.? There is no disputing that the GPS devices supplied were not properly prepared, but a lot of work was done to correct that.? The customers were never disregarded and were even met on more than one occassion by staff over this GPS matter.? This is a self-guided trip which requires that travelers manage their daily activities on their own and no guide is supplied.? For GPS inconveniences experienced, they have been offered the refund of $? The customers however, on their own accord and without any basis, have decided that cost of the entire trip and all services included need to be pro-rated by the number of days in the tour and a full day of trips costs need to be refunded - that is their demand? It is out of line, and without basis.? All the other services included in the trip, especially hotels costs which drive the vast majority of the tour price were included without exception or incident.? It is not right to demand refund on hotels, luggage transfers, support, equipment, etc when the main problem of incomplete GPS preparation is the only issue? We respectfully disagree with the customer's demands.? Our offer remains at $but at this point is conditional upon a statement accepting the offer and to cease further complaints with other outlets for this same issue? With that a check would be processed and mailed to the customer? ?

Concerning the complaint filed with Revdex.com, this is now the latest forum these customers have chosen to air their complaint.  As you can see in the attached documentation, we have been trying to work out a solution with them.   The problem is their amount claimed is way out proportion with...

the part of their trip that was not adequately provided.  A refund of $200 was offered, and rejected by these customers.   They have since filed a dispute with their credit card company and did not get the refund demanded that way either.  They have posted very poor reviews on public review websites as well.   Our sales staff at Pure Adventures worked very hard in preparation of the trip to supply all the extra demands they had for their trip, and this was not their first trip with us.  Even the comments, as shown in the attached document that were first sent, indicate the trip overall was very good.  Our local Italian partner did not prepare the GPS units properly in advance - this is not in dispute - and for that a proper and substantial refund has been offered and rejected. We understand the customer is not satisfied with the settlement offer, but we believe their request is unreasonable and the ongoing public airing of this has become detrimental to any settlement.   We regret that we cannot do more than what was offered.