H2 Outfitters

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below.? [The business responded by complaining about us as guests/clients (picky, etc.) and this does not resolve our complaint? It does inform us that H2Outfitters is not a service oriented business? ? We would like to make sure the issue we are trying to resolve is clear - we are asking for a refund for "out of pocket" expenses incurred because H2Outfitters was unable,? incompetent, or unwilling to provided promised services? We have attached their current description from their website of the trip, the trip? itinerary, e-mail correspondence that we sent on June and 12, and an ADJUSTED list of expenses in US dollars? We did not have any of this information when we were trying to confirm with the hotel this reservation? Since we now have an accurate amount, we have adjusted the request accordingly.? The trip advertised is clear - it includes all in country transportation and nights lodging? You might also note that the web description (still on their website) says that the trip also goes to the town of Sagres, which it does not? We are also not asking for compensation for the day and 1/that we were not able to do anything because of one of the owners of H2Outfitters needed an emergency massage and a several trips to emergency centers? We were simply left to wait and see when they might return (they both left the group to attend these sessions)? We are only asking for compensation for travel from Porto to Lisbon, the? transportation from the airport to our first hotel, and our last night's hotel? We used [redacted] points for the night in Lisbon on May - this night we always expected to be responsible for? H2Outfitters agreed (as they? acknowledge in their e-mail attached to their response) to move our last night's reservation to May ? It is unfortunate that we only had a text with a [redacted] confirmation number (which proved to be incorrect) vsthe e-mails we can now see? We took a train for this portion of the trip after we had been advised by H2Outfitters that they were not going back to Lisbon for their last night - instead they told us they planned to travel and spend the night in a different city (about minutes from Lisbon by train) and we'd have to figure out how to return to Lisbon (where we had the [redacted] reservation)? ? ] Regards, [redacted] And [redacted] ? ?

To Whom it may concern:Please find below two responses in email format from the owners of H2Outfitters, [redacted] & [redacted] ? In addition, another email appears that had been sent to all the members of the Portugal exploratory trip, dated March 22, ? This email is quite specific in that it delineates the parameters of the trip to include the basic itinerary and specifically the geographic itinerary for the full nine days? This email is intended to provide a clear and comprehensive rebuttal of the complainant's claim that we did not follow the itinerary that appears on the H2Outfitters' website? Such changes are not exceptional for an exploratory trip such as this and as you can see from the date it was sent, all clients had more than enough time to prepare for the logistics of the itinerary.Sincerely, [redacted] & [redacted] H2OutfittersRESPONSE FROM [redacted] H2Outfitters is of the opinion that the explanation we submitted in response to the initial complaint was complete and accurateNot only was it based upon our first hand experience with this couple, but also on the concerns addressed to us during the trip by other trip members and their subsequent feedback upon their return to the statesWe do however, find it somewhat contradictory that the couple expressed such concern in their rebuttal about the itinerary being flexible and not fixed, when they were unwilling to participate with the rest of the group whenever the opportunity presented itself to go off their own way! ? The decisions and actions of this couple were well beyond our control? We have no obligation to provide them any compensation for costs incurred based upon those actionsTheir overt disdain for agreed upon participation in a group trip has been confirmed by every other person on the trip which supports and confirms our assessmentFinally no receipts exist to even justify their claims.A further point we had to seriously consider was the way in which they have twisted facts in order to gain some perceived advantage over others, either for comfort and convenience or, for financial gainFrom attempting to deceive the other travelers into accepting them as the de-facto leaders and drivers of the trip ( an action that could have had dire consequences), ? to fraudulently claiming recompense for lodging and travel, only demonstrates the lengths this couple would to get their wayAnother example of their attempted deception is the stay at the [redacted] Hotel in LisbonYes, they informed us of their intention to leave the group early and stay in town on the night of May 29th, but pitched us on covering them at the airport hotel on? the 30th...which we didThey elected not to stay there with some trumped up excuse about a? [redacted] ? reservation number which had no bearing on the room reserved for them at the hotelInstead they claimed that they "had to make alternative reservations" at a more expensive hotel that night...the 30th...they did notin fact they stayed at the [redacted] on free points that evening! ? Lastly no verification of the expenses they have claimed has been submitted to us as would be expected under the circumstances.? This propensity to try to pull the wool over the eyes of others ? has apparently continued within the context of their rebuttalTo imply? that an unfortunate medical situation that involved one of the owners from midnight until 7AM interfered with their trip is a clear example of how they take an actual event and reinterpret it to suit their needs or agendaAnd then to denigrate? the recommendation by a Portuguese doctor to consider massage as a way in which to alleviate a debilitating muscle spasm was a low blow in light of the special attention they received over the course of the trip.? Their persistence is a travesty and is founded upon a single-mindedness to get as much, for as little, as possible, regardless of the effect of those selfish actions on othersThe attempted manipulation and co-opting of other clients to reach their ends was disturbing not only to us but to those manipulated.Client comments on the above:"They? maneuvered me? to see if they could drive one of the vehicles rented by you back to Lisbon leaving everyone else in Porto"? "They really were not team players being often quite critical and very inflexible although they were made to understand that this was an exploratory tour? Why they were interested in taking this exploratory Portugal tour is a mystery to me? ""I have chosen to travel with H2Outfitters many times,? because they provide a unique experience run by a very professional,? competent? staffAttention was given to good communication prior to the trip including itineraries, list of needed supplies etc, and? information describing? the places we would be staying.""In my opinion, this couple did not participate in the spirit of group [redacted] ationAlmost every choice of restaurant and hotel was complained aboutThey? rarely showed up for pre arranged meetings with the groupThey? had both been on previous trips with H2Outfitters and were well aware of the nature of these trips.? ""The Portugal tour was unlike the previous tours that I have taken with H2Outfitters in that this was an exploratory tour? ( the operators), made it very clear right up front that for those signing up for this tour one would need to be flexible as this was the first time they were putting together a tour in Portugal.? They were interested in having the participates give feedback on hotels, restaurants, the quality of the kayaking on the Douro River, the degree of difficulty as far as walking, and the quality of the various visited sites.? It was implied that on an exploratory tour? there would be possible changes in itinerary, hotels, and activities.? "? [redacted] Head HonchoH2OutfittersPO Box 72Orrs Island, Maine 04066Tel.? ###-###-####Fax? ###-###-####[email protected] FROM [redacted] To whom it may concern,? I feel compelled to add my two cents to this discordant dialogue? Due to my injury I was a bystander for a good part of the trip so I think I can offer a perspective from outside the group that may have some value? Having looked over the rebuttal to our first response, it is obvious these two people have taken events and re-interpreted them in such a way as to make themselves victims when in fact, they victimized others on the trip.? 1- "Complaining about us as guests"..."H2Outfitters not a service oriented business"This an interesting assessment considering the complaints we reference were provided to us by other members of the trip? On top of that this may be an appropriate time to detail the level of service we provided and how this couple was the exclusive recipient of service upgrades due to their demands and carrying onAt almost every hotel they received the best available rooms; every dinner was a tenuous experience as the group waited for the next accusatory complaint about food or service; often times the wife refused to even taste her food sitting and stewing in her own juices, to use an appropriate metaphorIn one instance after she screamed and carried on about her special arrangements with us I ended up paying an extra euros for she and her husband to get a room away from the group; our hosts and guides sacrificing their accommodations in order to make this switchNeedless to say for whatever upgrades were provided not even a " thank you " was offeredThey did not lose a day and a half as a result of "massage and emergency center visits”? This is a complete fabrication? On the day in question, the doctor’s appointment I had made was at 5:pm, after the group activities wound down, which was usually between and 4:in the afternoon? The only emergency room visit was five days later at midnight in the city of Porto and had no impact on the trip or any scheduled activity? The Itinerary - the couple took great liberty in their accusation that the itinerary as described on the website was not adhered to? What they failed to disclose was that on March an email was sent by us detailing? the final version of the itinerary to everyone on the trip? (see attached).? A number of things described in the preliminary website description, not the least of which was a visit to southern Portugal, were excluded? They conveniently did not mention the fact that they chose to arrive two days early? to visit the southern part of the countryThis attempt to try and make us appear deficient in respect to the trip we offered, is a bit underhanded to say the least? It should be noted that in this email regarding the revised itinerary, ? the group's departure from Porto on the 29th was not scheduled until the afternoon, so the accusation leveled by this couple that my hospital visit from midnight until 7am delayed the group's departure is completely unfounded with no basis whatsoever( I, in fact had to remain in Porto for a folldoctor's consultation the next day and consequently was not part of the return trip to Lisbon.) The couple's decision to make an early departure by train was predicated on their failure to con the rest of the group into believing they were authorized by us to drive the group in our van to Lisbon, leaving us behind? Once they realized the person they had manipulated into making that pitch to us found out that they were never authorized to do this, ? they got out of town fast rather than face the offended party once she returned? There were definitely some underlying issues that we weren’t aware of at that point in time which subsequently came out after the couple made their hasty departure.? ? Their unsubstantiated claim for “out-of-pocket” expenses -? • ? The TrainThey separated from the group the morning of the 29th, leaving Porto by train without any notification to us of their decision to depart? The account they have provided seems to indicate they were stranded by a change in the itinerary which is not trueThe 29th of May was not an activity dayIt was a travel day to Lisbon which had been modified several days before with the consent of the entire groupThe modification was a visit to a small town miles outside of Lisbon called SintraThey were not “told” what to do by any means, this was a group decision and had no bearing on the final destination which was Lisbon? In fact, it was a value-added to the tripTheir train ride was never authorized by us, this was a decision made by them, motivated by their self interestThey wanted to go off on their own, it was not forced upon them by any event.? • Unauthorized Hotel StayThis couple was given special consideration in respect to their request to us for lodging on the night of May 30th, the day after the rest of the group departed for the US,? They apparently wanted to stay an extra day in Lisbon and were hoping to get their nights of lodging as offered to those who participated in the entire trip? We graciously agreed to give them the extra night and made the reservation at the airport Hotel that they had chosen? This was the only agreement that was made and was more than generous on our part.? ? The claim that they were unable to get a room at the airport hotel due to a? [redacted] ? reservation number being off by a digit is utter nonsense, the number was complete and correct? Regardless, that number had no bearing on the hotel reservation? All they had to do was check in? This fact was confirmed by the hotel manager who took their call and the room was under their name with H2Outfitters listed as the coordinating entity? The documentation on this fact was submitted to the Revdex.com in our original response.They apparently chose to stay at a more expensive hotel, at a rate of euros/night on the night of the 30thThey are asking for compensation in the amount we paid for the airport hotel against this rate? They were not considerate enough to even pass their decision to do this by us before they took this unwarranted action and, have not provided any receipt to substantiate this claim for an amount almost double the rate of the airport hotel.? We were actually led to believe that they were staying at the [redacted] in Lisbon on the night of the 29th and planned to extend that stay for the night of the 30th? Since we had not received any receipt or documentation of this stay we took it upon ourselves to contact the [redacted] hotel and were told that for the night of the 30th, there was no charge for the room which was reserved in the wife’s name and paid for by [redacted] points? We were informed by the booking department at the the hotel that the couple did not stay at the [redacted] on the night of the 29th, as they claim in their rebuttalThis was the night they stayed at the euro hotel, not the 30th which is the night we paid for at the airport location.Our agreement with them was for lodging on the night of the 30th at the airport hotel, nothing more and nothing less, a fact they admit to in their rebuttalIn no uncertain terms, they are trying to get money from us for a night of lodging that they didn’t have to pay for? If this conclusion is incorrect then where is the record of their stay; where is the receipt; and why did the [redacted] booking department explicitly inform us that they were not charged for a stay there on the 30th and that there was no record of them staying at the [redacted] on the night of the 29th? This is a frivolous claim which we are unable to even consider without a dated hotel receipt and confirmation of their stay.? Respectfully, [redacted] Director? H2OutfittersPO Box 72Orr's Island, Me 04066Tel.? ###-###-####Fax? ###-###-####Email:? [email protected]://www.h2outfitters.com

Complaint: ***
I am rejecting this response because:
The story Horizon auto is only partially correctThe rear brakes on my car were not making any noise until he took them apart and I never asked him to take the brakes apartWhen he said he would check them for me, I was
under the impression he was just going to look at the brake pads, not take everything apartI did have another mechanic look at the rear brakes and I was told the brakes were fine other than the fact the brake pads horizon auto took off were put back on backwards which caused the rotor to be ruinedAlso, when I went to the shop to get them to fix their mistake, I was not the one who was shoutingIt was *** the owner who was shouting at me and that is when I decided to contact the Revdex.com and left the shop
Sincerely,
*** ***

Thank you for the opportunity to address this complaintH2Outfitters is a small family run company and our reputation is our most important asset and when it is threatened, it is of utmost importance to us that whatever issue exists is resolvedHowever, in this case H2Outfitters maintains that the
claims made by this woman for reimbursement are and unfounded. There is importance in clearly establishing the type of trip this couple had signed up forThis was an "Exploratory" trip to Portugal beginning on Sunday May 21st with the arrival of clients at the hotel in Lisbon The last night of the trip was Monday May 29th with clients departing for home the following morning, May 30th H2Outfitters provided lodging for nights for those clients who participated in the daily activities of the trip. This was a trip that allowed the group to be involved in planning the accommodations, activities, and eateries in an effort to develop the final itinerary before the excursion would be offered to our general client base; a unique behind the scenes opportunity for any travelerIt was made quite clear to all participants that they would need to be flexible, that the itinerary would be fluid, and that they would be part of an exploratory team…expected to work together to share thoughts, ideas, and suggestions on the places we visited Let me be clear, there was no fixed itinerary; in fact, the trip evolved based upon location, weather, and some preliminary reconnaissance which was done by the H2O staff before the clients arrived in country.It should be noted that the couple who has lodged the complaint arrived in Portugal days before the rest of the group and remained in Portugal extra dayOf their own accord, they chose to leave the group on the morning of the 29th at the end of the trip to head off independently pursuing their own self interestsTheir decision to stay at a different hotel apart from the group on Monday May 29th had been arranged before they ever left the US This was part of their trip agenda and was in no way due to any change in the itinerary as indicated in their complaint The hotel stay that they are referencing was for the evening of Tuesday May 30th, the day the group departed for the US, and, for all intents and purposes, was outside the parameters of the scheduled trip From a professional standpoint, it is fair and reasonable to expect that if a client chooses to separate and depart the trip early there is no obligation on behalf of the tour operator to provide lodging for that client elsewhere I think I was more than gracious to acquiesce to this woman’s request to provide additional accommodation at the airport hotel on the night of May 30th because she felt they were owed a 9th night. The fact that she and her husband are now trying to re-apply the airport hotel expense to a more expensive hotel in Lisbon is more than presumptuous especially within the context of the claim that no reservation was available at the hotel I had booked for them. A more detailed account of their claims for reimbursement follow:1- Recompense for their hotel stay in a euro/night hotel in Lisbon: A reservation was made by me, confirmed, and available to them at the airport hotel for the night of May 30th as requested by the wife back in April, ( see AirportHotelReservation PDF attached) I confirmed this was the case with the hotel the night before their reservation after hearing from her husband that there was no reservation in their nameI immediately texted the husband back informing him that the reservation was indeed in place (see attached email dated May from me to Airport hotel authorizing credit card information and confirmation of complainants’ names for the reservation.) The texted reply I got back was terse, stating that they had already found another hotel in town and to cancel the airport reservationI found it a bit strange that they were so quick to abandon the reservation they had asked for at the airport hotel back in AprilI had no idea that they had elected to stay at a much more expensive and extravagant hotel in townNeedless to say, I was surprised to get the demand for reimbursement for that hotel stay when I arrived back in the USThis prompted me to call the airport hotel directly to ask for a check of their documentationThe manager on duty happened to be the person who spoke with the husband and he confirmed from his records what the man had been toldHe also mentioned that the party did not get back to him as requested with the booking information which appears to indicate that the couple had no intention of staying at the airport hotel, figuring instead that they could have me subsidize their new choice of accommodation. 2- Train to Lisbon from Porto: this was a decision made by the couple and never authorized by me...in fact they left their inn immediately after realizing the group intended to confront them on their claim that I had authorized them to drive everyone to Lisbon leaving me behindThey wanted to confiscate one of the trip vehicles to continue on their way with the other clients, which, I had made clear to them earlier was not an option…still they persisted. 3- Cab Fare from the airport on the day of arrival, May 21st: Due to the fact the group members were arriving between the hours of 6AM and 3PM it was decided that each party would be responsible for their own transportation to Lisbon from the airport This was made very clear to the entire group and there was no question in anyone else's mind to the contraryFurthermore the complainant and her husband had arrived days earlier, traveling on their own, and consequently, were on their own as far as getting to Lisbon The cab fare she is claiming, euros, is more than twice the most expensive fare charged to other members, which ranged from euros to euros for a group of plus all their gear and luggage...for an km drive from the airport such a claim is at the least inaccurate, at the worst, dishonest gougingFrom the accounting standpoint no receipt was provided for this charge.Discovery: Discrepancies in the accounting submitted to H2Outfitters by the complainantsNo receipt for the euro cab fare - as indicated, an inflated costNo receipt for the hotel stay - we contacted the *** in Lisbon to inquire about actual rates for the night of this couple’s stay, May 30thWe were informed, in no uncertain terms, that the complainants' stay that evening was free of charge based upon accumulated promotional points that the wife had in her account with ***They paid nothing!! This is a and fraudulent claim on behalf of these two individualsAfter reviewing the complaint form that was submitted to the Revdex.com there were a number of additional discrepancies: • Complainant states they "talked to the company,( H2Outfitters) a 2nd time on June 13th" - This is not true; H2Outfitters has no record of any texts, emails or telephone conversation on that dayFurthermore I was out of state doing an instructor training course at that time In truth, the second contact was an email they sent to me on June 15th, coincidentally the same day they submitted their complaint to the Revdex.com They were immediately informed that I was away on two back to back trips and would be returning the following day at which time I would follow up with a response, ( see attached document entitled ***’s Response ). It is obvious to me they had no intention of waiting for my answer; they were seeking conflict as they had demonstrated to others throughout the trip. • Complainant states “H2Outfitters changed lodging locations and basically left us without transportation” - not true again; complainants just didn’t want to wait to travel with the group on that final day because they had plans of their own H2Outfitters' travel plan to head to the Lisbon area as described in the pre-trip information had not changed. • Complainant states the hotel booking number I gave them had too many digits and no reservation existed; the booking number I provided at their insistence, was correct as confirmed to me by the airport hotel. It should be noted that the booking number was not even necessary for them to book their room….they were looking for any opportunity to create turmoil on a technicality.As I look back on my trip notes and hear from my other clients, (see two client observations below), it became more and more apparent this couple took every opportunity to twist statements and events to their advantageFrom creating complex excuses for avoiding the group for lunches and dinners, carrying on to get better rooms, to outright fabrication of information in an effort to get others to join them in the self serving action that suited their needs, they just didn't know when to stop Observations from two clients representative of the trip…from a long-time client….“…having done many trips with *** ***, they have been well organized and run smoothly. I expected nothing less which she provided to the group on our most recent trip to Portugal. I was very surprised however, at the constant complaining from (name deleted) about every aspect of the trip - rooms too dark or too far away, meals eaten too late, selection and preparation of food limited, etcbut what astonished me the most was their attempt to try and persuade the other members of the group to leave with them on the final day with one of the rental vehicles, saying *** had authorized them to do so. The group began to question the veracity of this claim since it was a rental vehicle in the company’s name, and that is when they chose to abruptly leave and head off on their own…”….from another frequent traveler on H2O’s trip….“…from the beginning of the trip it was evident that this couple did not want to do anything with the group or really participate in any way with the goals of the trip. They chose not to eat with the group whenever that opportunity presented itself and constantly complained about one thing or another calling the accommodations “dark caves” , “caverns”, etc… in fact, at the start of the trip, the wife made it very clear to each of us on separate occasions that she was not a “group traveler” and her subsequent behavior made it difficult for any of us to be around themOne incident that comes to mind which I think speaks to their overall bad behavior: Our first dinner in the Duoro river region was a typical Portuguese meal with a selection of meat and river fish After only two days the wife made it clear to all of us that she was a picky eater who was not willing to eat at European time” Apparently the river fish were not good enough for her so the host went out of his way to make a special fish platter for her which she basically rejected Overall, this was an embarrassing situation for all of us that night at dinnerThis was simply the beginning of the behavior that became more and more reminiscent of a petulant child who wanted to get her way." *** ***Head HonchoH2OutfittersPO Box 72Orrs Island, Maine 04066Tel. ###-###-####Fax ###-###-####[email protected]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[The business responded by complaining about us as guests/clients (picky, etc.) and this does not resolve our complaint It does inform us that H2Outfitters is not a service oriented business We would like to make sure the issue we are trying to resolve is clear - we are asking for a refund for "out of pocket" expenses incurred because H2Outfitters was unable, incompetent, or unwilling to provided promised services We have attached their current description from their website of the trip, the trip itinerary, e-mail correspondence that we sent on June and 12, and an ADJUSTED list of expenses in US dollars We did not have any of this information when we were trying to confirm with the hotel this reservation Since we now have an accurate amount, we have adjusted the request accordingly. The trip advertised is clear - it includes all in country transportation and nights lodging You might also note that the web description (still on their website) says that the trip also goes to the town of Sagres, which it does not We are also not asking for compensation for the day and 1/that we were not able to do anything because of one of the owners of H2Outfitters needed an emergency massage and a several trips to emergency centers We were simply left to wait and see when they might return (they both left the group to attend these sessions) We are only asking for compensation for travel from Porto to Lisbon, the transportation from the airport to our first hotel, and our last night's hotel We used *** points for the night in Lisbon on May - this night we always expected to be responsible for H2Outfitters agreed (as they acknowledge in their e-mail attached to their response) to move our last night's reservation to May It is unfortunate that we only had a text with a *** confirmation number (which proved to be incorrect) vsthe e-mails we can now see We took a train for this portion of the trip after we had been advised by H2Outfitters that they were not going back to Lisbon for their last night - instead they told us they planned to travel and spend the night in a different city (about minutes from Lisbon by train) and we'd have to figure out how to return to Lisbon (where we had the *** reservation) ]
Regards,
*** And *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.?
[The business responded by complaining about us as guests/clients (picky, etc.) and this does not resolve our complaint? It does inform us that H2Outfitters is not a service oriented business? ? We would like to make sure the issue we are trying to resolve is clear - we are asking for a refund for "out of pocket" expenses incurred because H2Outfitters was unable,? incompetent, or unwilling to provided promised services? We have attached their current description from their website of the trip, the trip? itinerary, e-mail correspondence that we sent on June and 12, and an ADJUSTED list of expenses in US dollars? We did not have any of this information when we were trying to confirm with the hotel this reservation? Since we now have an accurate amount, we have adjusted the request accordingly.? The trip advertised is clear - it includes all in country transportation and nights lodging? You might also note that the web description (still on their website) says that the trip also goes to the town of Sagres, which it does not? We are also not asking for compensation for the day and 1/that we were not able to do anything because of one of the owners of H2Outfitters needed an emergency massage and a several trips to emergency centers? We were simply left to wait and see when they might return (they both left the group to attend these sessions)? We are only asking for compensation for travel from Porto to Lisbon, the? transportation from the airport to our first hotel, and our last night's hotel? We used *** points for the night in Lisbon on May - this night we always expected to be responsible for? H2Outfitters agreed (as they? acknowledge in their e-mail attached to their response) to move our last night's reservation to May ? It is unfortunate that we only had a text with a *** confirmation number (which proved to be incorrect) vsthe e-mails we can now see? We took a train for this portion of the trip after we had been advised by H2Outfitters that they were not going back to Lisbon for their last night - instead they told us they planned to travel and spend the night in a different city (about minutes from Lisbon by train) and we'd have to figure out how to return to Lisbon (where we had the *** reservation)? ? ]
Regards,
*** And *** ***
?
?

To Whom it may concern:Please find below two responses in email format from the owners of H2Outfitters, *** *** & *** ***? In addition, another email appears that had been sent to all the members of the Portugal exploratory trip, dated March 22, ? This email is quite specific in that it delineates the parameters of the trip to include the basic itinerary and specifically the geographic itinerary for the full nine days? This email is intended to provide a clear and comprehensive rebuttal of the complainant's claim that we did not follow the itinerary that appears on the H2Outfitters' website? Such changes are not exceptional for an exploratory trip such as this and as you can see from the date it was sent, all clients had more than enough time to prepare for the logistics of the itinerary.Sincerely,*** *** & *** ***H2OutfittersRESPONSE FROM *** ***H2Outfitters is of the opinion that the explanation we submitted in response to the initial complaint was complete and accurateNot only was it based upon our first hand experience with this couple, but also on the concerns addressed to us during the trip by other trip members and their subsequent feedback upon their return to the statesWe do however, find it somewhat contradictory that the couple expressed such concern in their rebuttal about the itinerary being flexible and not fixed, when they were unwilling to participate with the rest of the group whenever the opportunity presented itself to go off their own way! ? The decisions and actions of this couple were well beyond our control? We have no obligation to provide them any compensation for costs incurred based upon those actionsTheir overt disdain for agreed upon participation in a group trip has been confirmed by every other person on the trip which supports and confirms our assessmentFinally no receipts exist to even justify their claims.A further point we had to seriously consider was the way in which they have twisted facts in order to gain some perceived advantage over others, either for comfort and convenience or, for financial gainFrom attempting to deceive the other travelers into accepting them as the de-facto leaders and drivers of the trip ( an action that could have had dire consequences), ? to fraudulently claiming recompense for lodging and travel, only demonstrates the lengths this couple would to get their wayAnother example of their attempted deception is the stay at the *** Hotel in LisbonYes, they informed us of their intention to leave the group early and stay in town on the night of May 29th, but pitched us on covering them at the airport hotel on? the 30th...which we didThey elected not to stay there with some trumped up excuse about a? ***? reservation number which had no bearing on the room reserved for them at the hotelInstead they claimed that they "had to make alternative reservations" at a more expensive hotel that night...the 30th...they did notin fact they stayed at the *** on free points that evening! ? Lastly no verification of the expenses they have claimed has been submitted to us as would be expected under the circumstances.? This propensity to try to pull the wool over the eyes of others ? has apparently continued within the context of their rebuttalTo imply? that an unfortunate medical situation that involved one of the owners from midnight until 7AM interfered with their trip is a clear example of how they take an actual event and reinterpret it to suit their needs or agendaAnd then to denigrate? the recommendation by a Portuguese doctor to consider massage as a way in which to alleviate a debilitating muscle spasm was a low blow in light of the special attention they received over the course of the trip.? Their persistence is a travesty and is founded upon a single-mindedness to get as much, for as little, as possible, regardless of the effect of those selfish actions on othersThe attempted manipulation and co-opting of other clients to reach their ends was disturbing not only to us but to those manipulated.Client comments on the above:"They? maneuvered me? to see if they could drive one of the vehicles rented by you back to Lisbon leaving everyone else in Porto"? "They really were not team players being often quite critical and very inflexible although they were made to understand that this was an exploratory tour? Why they were interested in taking this exploratory Portugal tour is a mystery to me? ""I have chosen to travel with H2Outfitters many times,? because they provide a unique experience run by a very professional,? competent? staffAttention was given to good communication prior to the trip including itineraries, list of needed supplies etc, and? information describing? the places we would be staying.""In my opinion, this couple did not participate in the spirit of group ***ationAlmost every choice of restaurant and hotel was complained aboutThey? rarely showed up for pre arranged meetings with the groupThey? had both been on previous trips with H2Outfitters and were well aware of the nature of these trips.? ""The Portugal tour was unlike the previous tours that I have taken with H2Outfitters in that this was an exploratory tour? ( the operators), made it very clear right up front that for those signing up for this tour one would need to be flexible as this was the first time they were putting together a tour in Portugal.? They were interested in having the participates give feedback on hotels, restaurants, the quality of the kayaking on the Douro River, the degree of difficulty as far as walking, and the quality of the various visited sites.? It was implied that on an exploratory tour? there would be possible changes in itinerary, hotels, and activities.? "? *** ***Head HonchoH2OutfittersPO Box 72Orrs Island, Maine 04066Tel.? ###-###-####Fax? ###-###-####[email protected] FROM *** ***To whom it may concern,? I feel compelled to add my two cents to this discordant dialogue? Due to my injury I was a bystander for a good part of the trip so I think I can offer a perspective from outside the group that may have some value? Having looked over the rebuttal to our first response, it is obvious these two people have taken events and re-interpreted them in such a way as to make themselves victims when in fact, they victimized others on the trip.? 1- "Complaining about us as guests"..."H2Outfitters not a service oriented business"This an interesting assessment considering the complaints we reference were provided to us by other members of the trip? On top of that this may be an appropriate time to detail the level of service we provided and how this couple was the exclusive recipient of service upgrades due to their demands and carrying onAt almost every hotel they received the best available rooms; every dinner was a tenuous experience as the group waited for the next accusatory complaint about food or service; often times the wife refused to even taste her food sitting and stewing in her own juices, to use an appropriate metaphorIn one instance after she screamed and carried on about her special arrangements with us I ended up paying an extra euros for she and her husband to get a room away from the group; our hosts and guides sacrificing their accommodations in order to make this switchNeedless to say for whatever upgrades were provided not even a " thank you " was offeredThey did not lose a day and a half as a result of "massage and emergency center visits”? This is a complete fabrication? On the day in question, the doctor’s appointment I had made was at 5:pm, after the group activities wound down, which was usually between and 4:in the afternoon? The only emergency room visit was five days later at midnight in the city of Porto and had no impact on the trip or any scheduled activity? The Itinerary - the couple took great liberty in their accusation that the itinerary as described on the website was not adhered to? What they failed to disclose was that on March an email was sent by us detailing? the final version of the itinerary to everyone on the trip? (see attached).? A number of things described in the preliminary website description, not the least of which was a visit to southern Portugal, were excluded? They conveniently did not mention the fact that they chose to arrive two days early? to visit the southern part of the countryThis attempt to try and make us appear deficient in respect to the trip we offered, is a bit underhanded to say the least? It should be noted that in this email regarding the revised itinerary, ? the group's departure from Porto on the 29th was not scheduled until the afternoon, so the accusation leveled by this couple that my hospital visit from midnight until 7am delayed the group's departure is completely unfounded with no basis whatsoever( I, in fact had to remain in Porto for a folldoctor's consultation the next day and consequently was not part of the return trip to Lisbon.) The couple's decision to make an early departure by train was predicated on their failure to con the rest of the group into believing they were authorized by us to drive the group in our van to Lisbon, leaving us behind? Once they realized the person they had manipulated into making that pitch to us found out that they were never authorized to do this, ? they got out of town fast rather than face the offended party once she returned? There were definitely some underlying issues that we weren’t aware of at that point in time which subsequently came out after the couple made their hasty departure.? ? Their unsubstantiated claim for “out-of-pocket” expenses -? • ? The TrainThey separated from the group the morning of the 29th, leaving Porto by train without any notification to us of their decision to depart? The account they have provided seems to indicate they were stranded by a change in the itinerary which is not trueThe 29th of May was not an activity dayIt was a travel day to Lisbon which had been modified several days before with the consent of the entire groupThe modification was a visit to a small town miles outside of Lisbon called SintraThey were not “told” what to do by any means, this was a group decision and had no bearing on the final destination which was Lisbon? In fact, it was a value-added to the tripTheir train ride was never authorized by us, this was a decision made by them, motivated by their self interestThey wanted to go off on their own, it was not forced upon them by any event.? • Unauthorized Hotel StayThis couple was given special consideration in respect to their request to us for lodging on the night of May 30th, the day after the rest of the group departed for the US,? They apparently wanted to stay an extra day in Lisbon and were hoping to get their nights of lodging as offered to those who participated in the entire trip? We graciously agreed to give them the extra night and made the reservation at the airport Hotel that they had chosen? This was the only agreement that was made and was more than generous on our part.? ? The claim that they were unable to get a room at the airport hotel due to a? ***? reservation number being off by a digit is utter nonsense, the number was complete and correct? Regardless, that number had no bearing on the hotel reservation? All they had to do was check in? This fact was confirmed by the hotel manager who took their call and the room was under their name with H2Outfitters listed as the coordinating entity? The documentation on this fact was submitted to the Revdex.com in our original response.They apparently chose to stay at a more expensive hotel, at a rate of euros/night on the night of the 30thThey are asking for compensation in the amount we paid for the airport hotel against this rate? They were not considerate enough to even pass their decision to do this by us before they took this unwarranted action and, have not provided any receipt to substantiate this claim for an amount almost double the rate of the airport hotel.? We were actually led to believe that they were staying at the *** in Lisbon on the night of the 29th and planned to extend that stay for the night of the 30th? Since we had not received any receipt or documentation of this stay we took it upon ourselves to contact the *** hotel and were told that for the night of the 30th, there was no charge for the room which was reserved in the wife’s name and paid for by *** points? We were informed by the booking department at the the hotel that the couple did not stay at the *** on the night of the 29th, as they claim in their rebuttalThis was the night they stayed at the euro hotel, not the 30th which is the night we paid for at the airport location.Our agreement with them was for lodging on the night of the 30th at the airport hotel, nothing more and nothing less, a fact they admit to in their rebuttalIn no uncertain terms, they are trying to get money from us for a night of lodging that they didn’t have to pay for? If this conclusion is incorrect then where is the record of their stay; where is the receipt; and why did the *** booking department explicitly inform us that they were not charged for a stay there on the 30th and that there was no record of them staying at the *** on the night of the 29th? This is a frivolous claim which we are unable to even consider without a dated hotel receipt and confirmation of their stay.? Respectfully,*** ***Director? H2OutfittersPO Box 72Orr's Island, Me 04066Tel.? ###-###-####Fax? ###-###-####Email:? [email protected]://www.h2outfitters.com

Thank you for the opportunity to address this complaintH2Outfitters is a small family run company and our reputation is our most important asset and when it is threatened, it is of utmost importance to us that whatever issue exists is resolvedHowever, in this case H2Outfitters maintains that the
claims made by this woman for reimbursement are and unfounded.? There is importance in clearly establishing the type of trip this couple had signed up forThis was an "Exploratory" trip to Portugal beginning on Sunday May 21st with the arrival of clients at the hotel in Lisbon? The last night of the trip was Monday May 29th with clients departing for home the following morning, May 30th? H2Outfitters provided lodging for nights for those clients who participated in the daily activities of the trip.? This was a trip that allowed the group to be involved in planning the accommodations, activities, and eateries in an effort to develop the final itinerary before the excursion would be offered to our general client base; a unique behind the scenes opportunity for any travelerIt was made quite clear to all participants that they would need to be flexible, that the itinerary would be fluid, and that they would be part of an exploratory team…expected to? work together? to share thoughts, ideas, and suggestions on the places we visited? Let me be clear, there was no fixed itinerary; in fact, the trip evolved based upon location, weather, and some preliminary reconnaissance which was done by the H2O staff before the clients arrived in country.It should be noted that the couple who has lodged the complaint? arrived in Portugal days before the rest of the group? and remained in Portugal extra dayOf their own accord, they chose to leave the group on the morning of the 29th at the end of the trip to head off independently pursuing their own self interestsTheir decision to stay at a different hotel apart from the group on Monday May 29th had been arranged before they ever left the US? This was part of? their? trip agenda and was in no way due to any change in the itinerary as indicated in their complaint? The hotel stay that they are referencing was for the evening of Tuesday May 30th, the day the group departed for the US, and, for all intents and purposes, was outside the parameters of the scheduled trip? From a professional standpoint, it is fair and reasonable to expect that if a client chooses to separate and depart the trip early there is no obligation on behalf of the tour operator to provide lodging for that client elsewhere? I think I was more than gracious to acquiesce to this woman’s request to provide additional accommodation at the airport hotel on the night of May 30th because she felt they were owed a 9th night.? The fact that she and her husband are now trying to re-apply the airport hotel expense to a more expensive hotel in Lisbon is more than presumptuous especially within the context of the claim that no reservation was available at the hotel I had booked for them.? A more detailed account of their claims for reimbursement follow:1-? Recompense for their hotel stay in a euro/night hotel in Lisbon:? A reservation was made by me, confirmed, and available to them at the airport hotel for the night of May 30th as requested by the wife? back in April, ( see AirportHotelReservation PDF attached)? I confirmed this was the case with the hotel the night before their reservation? after hearing from her husband that there was no reservation in their nameI immediately texted the husband back informing him that the reservation was indeed in place (see attached email dated May from me to Airport hotel authorizing credit card information and confirmation of complainants’ names for the reservation.) ? The texted reply I got back was terse, stating that they had already found another hotel in town and to cancel the airport reservationI found it a bit strange that they were so quick to abandon the reservation they had asked for at the airport hotel back in AprilI had no idea that they had elected to stay at a much more expensive and extravagant hotel in townNeedless to say, I was surprised to get the demand for reimbursement for that hotel stay when I arrived back in the USThis prompted me to call the airport hotel directly to ask for a check of their documentationThe manager on duty happened to be the person who spoke with the husband and he confirmed from his records what the man had been toldHe also mentioned that the party did not get back to him as requested with the booking information which appears to indicate that the couple had no intention of staying at the airport hotel, figuring instead that they could have me subsidize their new choice of accommodation.? 2-? Train to Lisbon from Porto: this was a decision made by the couple and never authorized by me...in fact they left their inn immediately after realizing the group intended to confront them on their claim that I had authorized them to drive everyone to Lisbon leaving me behindThey wanted to confiscate one of the trip vehicles to continue on their way with the other clients, which, I had made clear to them earlier was not an option…still they persisted.? 3-? Cab Fare? from the airport on the day of arrival, May 21st: Due to the fact the group members were arriving between the hours of 6AM and 3PM it was decided that each party would be responsible for their own transportation to Lisbon from the airport? This was made very clear to the entire group and? there was no question in anyone else's mind to the contraryFurthermore the complainant and her husband had arrived days earlier, traveling on their own, and consequently, were on their own as far as getting to Lisbon? The cab fare she is claiming, euros, is more than twice the most expensive fare charged to other members, which ranged from euros to euros for a group of plus all their gear and luggage...for an km drive from the airport such a claim is at the least inaccurate, at the worst, dishonest gougingFrom the accounting standpoint no receipt was provided for this charge.Discovery: Discrepancies in the accounting submitted to H2Outfitters by the complainantsNo receipt for the euro cab fare - as indicated, an inflated costNo receipt for the hotel stay -? we contacted the *** in Lisbon to inquire about actual rates for the night of this couple’s stay, May 30thWe were informed, ? in no uncertain terms, that the complainants' stay that evening was free of charge ? based upon accumulated promotional points that the wife had in her account with ***They paid nothing!!? This is a and fraudulent claim on behalf of these two individualsAfter reviewing the complaint form that was submitted to the Revdex.com there were a number of additional discrepancies:? • ? Complainant states they "talked to the company,( H2Outfitters) a 2nd time on June 13th" - ? This is not true; H2Outfitters has no record of any texts, emails or telephone conversation on that dayFurthermore I was out of state doing an instructor training course at that time? In truth, the second contact was an email they sent to me on June 15th, coincidentally the same day they submitted their complaint to the Revdex.com? They were immediately informed that I was away on two back to back trips and would be returning the following day at which time I would follow up with a response, ( see attached document entitled ***’s Response ).? It is obvious to me they had no intention of waiting for my answer; they were seeking conflict as they had demonstrated to others throughout the trip.? ? • ? Complainant states “H2Outfitters changed lodging locations and basically left us without transportation” - not true again; complainants just didn’t want to wait to travel with the group on that final day because they had plans of their own? H2Outfitters' travel plan to head to the Lisbon area as described in the pre-trip information had not changed.? • ? Complainant states the hotel booking number I gave them had too many digits and no reservation existed; the booking number I provided at their insistence, was correct as confirmed to me by the airport hotel.? It should be noted that the booking number was not even necessary for them to book their room….they were looking for any opportunity to create turmoil on a technicality.As I look back on my trip notes and hear from my other clients, (see two client observations below), it became more and more apparent this couple took every opportunity to twist statements and events to their advantageFrom creating complex excuses for avoiding the group for lunches and dinners,? carrying on to get better rooms,? to outright fabrication of information in an effort to get others to join them in the self serving action that suited their needs, they just didn't know when to stop? Observations from two clients representative of the trip…from a long-time client….“…having done many trips with *** ***, they have been well organized and run smoothly.? I expected nothing less which she provided to the group on our most recent trip to Portugal.? I was very surprised however, at the constant complaining from (name deleted) about every aspect of the trip - rooms too dark or too far away, meals eaten too late, selection and preparation of food limited, etcbut what astonished me the most was their attempt to try and persuade the other members of the group to leave with them on the final day with one of the rental vehicles, saying *** had authorized them to do so.? The group began to question the veracity of this claim since it was a rental vehicle in the company’s name, and that is when they chose to abruptly leave and head off on their own…”….from another frequent traveler on H2O’s trip….“…from the beginning of the trip it was evident that this couple did not want to do anything with the group or really participate in any way with the goals of the trip.? They chose not to eat with the group whenever that opportunity presented itself and constantly complained about one thing or another calling the accommodations “dark caves” , “caverns”, etc… in fact, at the start of the trip, the wife made it very clear to each of us on separate occasions that she was not a “group traveler” and her subsequent behavior made it difficult for any of us to be around themOne incident that comes to mind which I think speaks to their overall bad behavior: Our first dinner in the Duoro river region was a typical Portuguese meal with a selection of meat and river fish? After only two days the wife made it clear to all of us that she was a picky eater who was not willing to eat at European time”? Apparently the river fish were not good enough for her so the host went out of his way to make a special fish platter for her which she basically rejected? Overall, this was an embarrassing situation for all of us that night at dinnerThis was simply the beginning of the behavior that became more and more reminiscent of a petulant child who wanted to get her way."? *** ***Head HonchoH2OutfittersPO Box 72Orrs Island, Maine 04066Tel.? ###-###-####Fax? ###-###-####[email protected]

02/13/2018 11:00 - I asked Horizon Auto to fix my front brakes and perform an oil change.  Horizon Auto fixed my front brake pads but damaged my rear brake pads and over charged me for the oil change and filter.  I had to fix my rear brakes myself as he wouldn't take responsibility for damaging them and I didn't have the money nor wanted to pay him to fix something he broke.  I want reimbursed for the cost of the rear brake pads ($60) and a few hours labor ($20). I would like $80 but would be satisfied with getting anything from him.  I do not trust him enough to take anything other than money in return.02/27/2018 11:47 - Mediator called and left a message.02/27/2018 12:35 - I understand why they don't want to deal with the complaint if the business is under new ownership.  Going after [redacted] personally seems like a waste of time and resources since the amount is so small.  Thanks for your help on this.

Initial Business Response /* (1000, 10, 2016/11/09) */
[redacted] brought her 06 Saab 9.5 2.3T into Horizon Auto on 8-9-16 and stated that her headlites did not work, the car was slow to start, it ran rough and had a service engine soon light on. We pulled the car in for an Analysis. We found...

both headlites burnt out and a shorted connector at the headlites. The SES light was on because of ECM code PO300 which means engine misfire. We found that the coil pak (Trinic Module) had no spark coming out of one terminal and had fouled spark plug. The vehicle also failed a battery draw test, which was causing the vehicle to start up slowly. We called the customer with an estimate for the repairs. She approved. After changing the head lights, Battery, 4 plugs coil pak and repairing the started light connector and clearing the ECM Codes We took the car for a test drive. The car started and ran correctly. The headlights were operational and the SES light did not come back on. The customer came and paid for the repair and picked up the vehicle. Copy of the original service order is enclosed # XXXXXX.
On 10/17/16 The customer returned to the shop with a complaint of front light failure warning lite comes on occasionally and low coolant level lite comes on and she keeps having to add anti freeze. We pulled the car in for a recheck Analysis (Free of Charge) and found the low coolant light on, but not the front light failure warning. We added anti freeze to the vehicle and did a cooling system pressure check. We did not see any coolant leaks. We ran a head gasket test on the vehicle and it failed, showing coolant going into the engine. We told the customer that the front light failure warning light was not on and the head lights were functioning properly at this time. We told her the coolant loss was because of a head gasket failure and we did not offer that repair at our shop.
A copy of the recheck form is enclosed. At Horizon Auto we have 12 month 12,000 mile nationwide warranty unless the parts supplier is Different, Such as the battery from Bumper to Bumper which has a 36 month warranty Enclosed is a warranty pamplet.
Because none of the parts that were installed on the customers vehicle failed and the car has a new problem /head gasket coolant loss /That we do not offer that repair at our facility . I do not feel that the customer is eligible for a refund.
Manager Horizon Auto
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2017/04/10) */
[redacted]Document Attached[redacted]
The parts Horizon said the put on my car did not fix my car. That is why I feel I need a refund. I am attaching pictures of the melted parts that were installed behind the headlight that was supposed to be fixed. I'm also attaching a picture of the receipt from Horizon gave me after I hired them to fix my car the first time. When I called back and said my car wasn't fixed, [redacted] told me to bring the receipt in, because they would have no way of knowing what was done to my car otherwise. I gave him the reciept, and when he gave it back to me later that day, it had more writing on it. The two pictures are of the same reciept.

To Whom it may concern:Please find below two responses in email format from the owners of H2Outfitters, [redacted] & [redacted].  In addition, another email appears that had been sent to all the members of the Portugal exploratory trip, dated March 22, 2017.  This email is quite specific in that it delineates the parameters of the trip to include the basic itinerary and specifically the geographic itinerary for the full nine days.  This email is intended to provide a clear and comprehensive rebuttal of the complainant's claim that we did not follow the itinerary that appears on the H2Outfitters' website.  Such changes are not exceptional for an exploratory trip such as this and as you can see from the date it was sent, all clients had more than enough time to prepare for the logistics of the itinerary.Sincerely,[redacted] & [redacted]H2OutfittersRESPONSE FROM [redacted]H2Outfitters is of the opinion that the explanation we submitted in response to the initial complaint was complete and accurate. Not only was it based upon our first hand experience with this couple, but also on the concerns addressed to us during the trip by other trip members and their subsequent feedback upon their return to the states. We do however, find it somewhat contradictory that the couple expressed such concern in their rebuttal about the itinerary being flexible and not fixed, when they were unwilling to participate with the rest of the group whenever the opportunity presented itself to go off their own way!  The decisions and actions of this couple were well beyond our control.  We have no obligation to provide them any compensation for costs incurred based upon those actions. Their overt disdain for agreed upon participation in a group trip has been confirmed by every other person on the trip which supports and confirms our assessment. Finally no receipts exist to even justify their claims.A further point we had to seriously consider was the way in which they have twisted facts in order to gain some perceived advantage over others, either for comfort and convenience or, for financial gain. From attempting to deceive the other travelers into accepting them as the de-facto leaders and drivers of the trip ( an action that could have had dire consequences),  to fraudulently claiming recompense for lodging and travel, only demonstrates the lengths this couple would to get their way. Another example of their attempted deception is the stay at the [redacted] Hotel in Lisbon. Yes, they informed us of their intention to leave the group early and stay in town on the night of May 29th, but pitched us on covering them at the airport hotel on the 30th...which we did. They elected not to stay there with some trumped up excuse about a [redacted] reservation number which had no bearing on the room reserved for them at the hotel. Instead they claimed that they "had to make alternative reservations" at a more expensive hotel that night...the 30th...they did not... in fact they stayed at the [redacted] on free points that evening!  Lastly no verification of the expenses they have claimed has been submitted to us as would be expected under the circumstances. This propensity to try to pull the wool over the eyes of others  has apparently continued within the context of their rebuttal. To imply that an unfortunate medical situation that involved one of the owners from midnight until 7AM interfered with their trip is a clear example of how they take an actual event and reinterpret it to suit their needs or agenda. And then to denigrate the recommendation by a Portuguese doctor to consider massage as a way in which to alleviate a debilitating muscle spasm was a low blow in light of the special attention they received over the course of the trip. Their persistence is a travesty and is founded upon a single-mindedness to get as much, for as little, as possible, regardless of the effect of those selfish actions on others. The attempted manipulation and co-opting of other clients to reach their ends was disturbing not only to us but to those manipulated.Client comments on the above:"They maneuvered me to see if they could drive one of the vehicles rented by you back to Lisbon leaving everyone else in Porto. " "They really were not team players being often quite critical and very inflexible although they were made to understand that this was an exploratory tour.   Why they were interested in taking this exploratory Portugal tour is a mystery to me.  ""I have chosen to travel with H2Outfitters many times,  because they provide a unique experience run by a very professional, competent staff. Attention was given to good communication prior to the trip including itineraries, list of needed supplies etc, and  information describing  the places we would be staying.""In my opinion, this couple did not participate in the spirit of group [redacted]ation. Almost every choice of restaurant and hotel was complained about. They  rarely showed up for pre arranged meetings with the group. They  had both been on previous trips with H2Outfitters and were well aware of the nature of these trips. ""The Portugal tour was unlike the previous 12 tours that I have taken with H2Outfitters in that this was an exploratory tour.   ( the operators), made it very clear right up front that for those signing up for this tour one would need to be flexible as this was the first time they were putting together a tour in Portugal.  They were interested in having the participates give feedback on hotels, restaurants, the quality of the kayaking on the Douro River, the degree of difficulty as far as walking, and the quality of the various visited sites.  It was implied that on an exploratory tour there would be possible changes in itinerary, hotels, and activities. " [redacted]Head HonchoH2OutfittersPO Box 72Orrs Island, Maine 04066Tel. ###-###-####Fax ###-###-####[email protected]...⇄ FROM [redacted]To whom it may concern, I feel compelled to add my two cents to this discordant dialogue.  Due to my injury I was a bystander for a good part of the trip so I think I can offer a perspective from outside the group that may have some value.  Having looked over the rebuttal to our first response, it is obvious these two people have taken events and re-interpreted them in such a way as to make themselves victims when in fact, they victimized others on the trip. 1- "Complaining about us as guests"..."H2Outfitters not a service oriented business"This an interesting assessment considering the complaints we reference were provided to us by other members of the trip.  On top of that this may be an appropriate time to detail the level of service we provided and how this couple was the exclusive recipient of service upgrades due to their demands and carrying on. At almost every hotel they received the best available rooms; every dinner was a tenuous experience as the group waited for the next accusatory complaint about food or service; often times the wife refused to even taste her food sitting and stewing in her own juices, to use an appropriate metaphor. In one instance after she screamed and carried on about her special arrangements with us I ended up paying an extra 200 euros for she and her husband to get a room away from the group; our hosts and guides sacrificing their accommodations in order to make this switch. Needless to say for whatever upgrades were provided not even a " thank you " was offered.2. They did not lose a day and a half as a result of "massage and emergency center visits”.  This is a complete fabrication.  On the day in question, the doctor’s appointment I had made was at 5:20 pm, after the group activities wound down, which was usually between 4 and 4:30 in the afternoon.  The only emergency room visit was five days later at midnight in the city of Porto and had no impact on the trip or any scheduled activity.3.  The Itinerary - the couple took great liberty in their accusation that the itinerary as described on the website was not adhered to.  What they failed to disclose was that on March 22 an email was sent by us detailing the final version of the itinerary to everyone on the trip (see attached). A number of things described in the preliminary website description, not the least of which was a visit to southern Portugal, were excluded.  They conveniently did not mention the fact that they chose to arrive two days early to visit the southern part of the country. This attempt to try and make us appear deficient in respect to the trip we offered, is a bit underhanded to say the least.  It should be noted that in this email regarding the revised itinerary,  the group's departure from Porto on the 29th was not scheduled until the afternoon, so the accusation leveled by this couple that my hospital visit from midnight until 7am delayed the group's departure is completely unfounded with no basis whatsoever. ( I, in fact had to remain in Porto for a follow-up doctor's consultation the next day and consequently was not part of the return trip to Lisbon.) The couple's decision to make an early departure by train was predicated on their failure to con the rest of the group into believing they were authorized by us to drive the group in our van to Lisbon, leaving us behind.  Once they realized the person they had manipulated into making that pitch to us found out that they were never authorized to do this,  they got out of town fast rather than face the offended party once she returned.  There were definitely some underlying issues that we weren’t aware of at that point in time which subsequently came out after the couple made their hasty departure. 4.  Their unsubstantiated claim for “out-of-pocket” expenses - •  The TrainThey separated from the group the morning of the 29th, leaving Porto by train without any notification to us of their decision to depart.  The account they have provided seems to indicate they were stranded by a change in the itinerary which is not true. The 29th of May was not an activity day. It was a travel day to Lisbon which had been modified several days before with the consent of the entire group. The modification was a visit to a small town 17 miles outside of Lisbon called Sintra. They were not “told” what to do by any means, this was a group decision and had no bearing on the final destination which was Lisbon.  In fact, it was a value-added to the trip. Their train ride was never authorized by us, this was a decision made by them, motivated by their self interest. They wanted to go off on their own, it was not forced upon them by any event. • Unauthorized Hotel StayThis couple was given special consideration in respect to their request to us for lodging on the night of May 30th, the day after the rest of the group departed for the US,.  They apparently wanted to stay an extra day in Lisbon and were hoping to get their 9 nights of lodging as offered to those who participated in the entire trip.  We graciously agreed to give them the extra night and made the reservation at the airport Hotel that they had chosen.  This was the only agreement that was made and was more than generous on our part.  The claim that they were unable to get a room at the airport hotel due to a [redacted] reservation number being off by a digit is utter nonsense, the number was complete and correct.  Regardless, that number had no bearing on the hotel reservation.  All they had to do was check in.  This fact was confirmed by the hotel manager who took their call and the room was under their name with H2Outfitters listed as the coordinating entity.  The documentation on this fact was submitted to the Revdex.com in our original response.They apparently chose to stay at a more expensive hotel, at a rate of 265 euros/night on the night of the 30th. They are asking for compensation in the amount we paid for the airport hotel against this rate.  They were not considerate enough to even pass their decision to do this by us before they took this unwarranted action and, have not provided any receipt to substantiate this claim for an amount almost double the rate of the airport hotel. We were actually led to believe that they were staying at the [redacted] in Lisbon on the night of the 29th and planned to extend that stay for the night of the 30th.  Since we had not received any receipt or documentation of this stay we took it upon ourselves to contact the [redacted] hotel and were told that for the night of the 30th, there was no charge for the room which was reserved in the wife’s name and paid for by [redacted] points.  We were informed by the booking department at the the hotel that the couple did not stay at the [redacted] on the night of the 29th, as they claim in their rebuttal. This was the night they stayed at the 265 euro hotel, not the 30th which is the night we paid for at the airport location.Our agreement with them was for lodging on the night of the 30th at the airport hotel, nothing more and nothing less, a fact they admit to in their rebuttal. In no uncertain terms, they are trying to get money from us for a night of lodging that they didn’t have to pay for.  If this conclusion is incorrect then where is the record of their stay; where is the receipt; and why did the [redacted] booking department explicitly inform us that they were not charged for a stay there on the 30th and that there was no record of them staying at the [redacted] on the night of the 29th.  This is a frivolous claim which we are unable to even consider without a dated hotel receipt and confirmation of their stay. Respectfully,[redacted]Director H2OutfittersPO Box 72Orr's Island, Me 04066Tel. ###-###-####Fax ###-###-####Email: [email protected]://www.h...⇄

02/13/2018 11:15 - Mediator called Horizon Auto and talked to [redacted]. Was informed that [redacted] had sold the business as of January 2nd.  02/20/2018 11:45 - Mediator called and left a message with [redacted] for the new owner or a shop manager to return call in regards to [redacted]'s complaint.02/27/2018 11:38 - I don't think we will be responding to this complaint.  If he had a problem he should take it up with the previous owner.

See attached.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[ To whom it may concern: I have reviewed with interest the responses by [redacted] and [redacted] from H2Outfitters to the complaint submitted by my wife, [redacted], on our behalf. I would disagree with their rendition of the facts on several points: 1.     The notion that we attempted to commandeer a vehicle and con others into acquiring it or using it is total nonsense.  At one point during the journey it was uncertain if Mr. [redacted] would be able to drive.  We were asked and agreed to drive a vehicle if that appeared necessary – I already had spent a few days driving in Portugal and was comfortable doing so. Later, after Mr. [redacted] spent his long night seeking emergency care, we were informed that we would not be departing Porto by vehicle as planned, that Mr. [redacted] needed to sleep and we would hear about a new plan later in the day. No time was set, nothing was certain and the entire group was essentially tied down as there were no agreements and no reasonable lines of communication (we were in a separate lodging and did not know where [redacted] and [redacted] were staying). We offered (via text message) to take a vehicle and drive the group to the next destination in Sintra and ultimately make our way back to Lisbon, rather than spend an entire day in limbo.  To me, that seems like offering flexibility to the entire group.  Regardless, the offer was declined – the group leaders were not demonstrating their touted flexibility - and we made best efforts to inform the group that we would head on, since we were indeed going on to Lisbon and the information we were receiving was a possible change in the itinerary to stay in Sintra for the rest of the group. 2.     It is a bit self-serving to speak to the opinions of “the rest of the group” when half of that group (5 of 10 people) are intermittent employees (listed as such on their website) of H2Outfitters.3.     The contested hotel room at the end of the trip was not in our names and we confirmed this by calling the hotel.  We are seasoned travelers and know that our passports must match the booking.  Additionally, the booking number we were provided did not register in the booking program we were told had been used to make the reservation. We attempted to reach Ms. [redacted] but her phone was off or out of battery – a frequent issue on this trip.  Regardless, we asked for nothing more that the equivalent of the cost of the room booked by H2O Outfitters, which we found online (and they have now provided).  Given their documentation provided, we gave them adequate time to cancel without paying for the reservation.  If they paid differently they did not inform us. We did not ask them to pay for something above and beyond what they agreed to, but we did ask them to provide the equivalent of what they provided to all of the other guests.4.     I do not know for certain when Mr. [redacted] paid an extra 200 Euros for a room for us – I would like to see that receipt.  My hunch, which he can certainly confirm, is when we walked up to a place to stay in the middle of our kayaking portion of the trip and we were assigned to a room with a shared bath.  We had emphasized (before signing up for the trip) that the entire trip for us was contingent on a private bath where we stayed and indeed, we were given word that this was available to us. We certainly have those emails to support this conversation.  Confronted with a room not meeting our request, my wife questioned Mr. [redacted], who responded by grabbing her by the arm and shouting her down in front of the entire group.  He also chose to shout down another guest as well.  Why he responded in this bullying fashion is beyond me – perhaps he felt guilty that he made certain he and Ms. [redacted] were in the type of accommodation we had specifically requested.H2Outfitters responses to date have focused on whether or not we are “likeable” clients – which is not the issue.  We do not advertise on the web or promote ourselves as “likeable guests.”  H2Outfitters promised in writing and on the web, took our money and then did not deliver on their promises regarding hotel nights and ground transportation.In summary, we would like to focus on the issue (H2Outfitters promised in country transportation and 9 nights of lodging in trip information (for which we paid in advance) and ask that H2Outfitters refund monies that we had to pay out of pocket – that were promised in their itinerary and provided to all other “guests” on the trip.  We have already submitted this spreadsheet in prior correspondence.
Regards,
[redacted] And [redacted]