Wailua River Guides LLC

Initial Business Response / [redacted] (1000, 5, 2014/07/25) */ This customer called approximately minutes before the tour was set to depart as the rest of the group was checking in at our shopShe asked if we had space and could accomodate her and her children on the tour that dayI informed her that we could and to make it easier on her and her family that we would meet them at the marina instead of at our shopShe gave me her credit card number and I charged for the four people in her groupIt is important to not that we maintain a 24hr cancellation policy Once the tour departed the shop, I called this customer again to confirm they had appropriate footwear and to inform her that we had loaner shoes in case they did notShe did not answer my callDue to the southbound Kapaa traffic, she arrived a few minutes before the rest of the groupShe then called me back very annoyed to say they didn't see the rest of the groupWithin a minute or so, the van and the rest of the group arrived and she was united with the group and the guideThe guide informed her that without proper footwear it would be difficult to do the hikeShe decided not to join the tour and called me immediately to demand a full refund I believe that myself and my staff did everything and more to accomodate her and her children but they decided not to join as they were concerned about the hike and did not arrive with appropriate footwear We normally do not charge extra for using credit cards to offset the charges we incur by processing credit cardsIn this case, I was very clear with this customer that I would process a refund less the charges we incurred for proessing her card in the first place and for processing the refund It is unfortunate that this customer has chosen to file a claim with the Revdex.com as we feel we did everything we promised to do and acted appropriatelyHowever, that is her right to do soIn our business, we mostly encounter customers who are easy to please and happy to join us even in difficult conditionsBut sometimes we encounter customers who are impossible to please, don't even join the tour, cost us extra processing charges and still complain! This customer Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not decline the tourIt was the tour guide that made the decision that our footwear was not acceptableI was not informed ahead of time about footwear requirementsThe tour guide informed me that I could reschedule or receive a full refundI called the business and was again informed I could receive a full refundThe refund was not processed for over weeks - when I saw I did not receive the credit I had to contact the business again and it was at that point that I was informed I [redacted] had decided to charge me for his business' credit card feeFortunately, my bank has aided me in the receipt of my refund

Initial Business Response /* (1000, 5, 2014/07/25) */
This customer called approximately 15 minutes before the tour was set to depart as the rest of the group was checking in at our shop. She asked if we had space and could accomodate her and her children on the tour that day. I informed her...

that we could and to make it easier on her and her family that we would meet them at the marina instead of at our shop. She gave me her credit card number and I charged for the four people in her group. It is important to not that we maintain a 24hr cancellation policy.
Once the tour departed the shop, I called this customer again to confirm they had appropriate footwear and to inform her that we had loaner shoes in case they did not. She did not answer my call. Due to the southbound Kapaa traffic, she arrived a few minutes before the rest of the group. She then called me back very annoyed to say they didn't see the rest of the group. Within a minute or so, the van and the rest of the group arrived and she was united with the group and the guide. The guide informed her that without proper footwear it would be difficult to do the hike. She decided not to join the tour and called me immediately to demand a full refund.
I believe that myself and my staff did everything and more to accomodate her and her children but they decided not to join as they were concerned about the hike and did not arrive with appropriate footwear.
We normally do not charge extra for using credit cards to offset the charges we incur by processing credit cards. In this case, I was very clear with this customer that I would process a refund less the charges we incurred for proessing her card in the first place and for processing the refund.
It is unfortunate that this customer has chosen to file a claim with the Revdex.com as we feel we did everything we promised to do and acted appropriately. However, that is her right to do so. In our business, we mostly encounter customers who are easy to please and happy to join us even in difficult conditions. But sometimes we encounter customers who are impossible to please, don't even join the tour, cost us extra processing charges and still complain!
This customer
Initial Consumer Rebuttal /* (3000, 8, 2014/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not decline the tour. It was the tour guide that made the decision that our footwear was not acceptable. I was not informed ahead of time about footwear requirements. The tour guide informed me that I could reschedule or receive a full refund. I called the business and was again informed I could receive a full refund. The refund was not processed for over 2 weeks - when I saw I did not receive the credit I had to contact the business again and it was at that point that I was informed I [redacted] had decided to charge me for his business' credit card fee. Fortunately, my bank has aided me in the receipt of my refund.