ComplaintsforFull House Exotics-Animal Encounters, LLC

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a tour for 5 people with this company & the morning if the tour several people in our party tested positive for Covid and could not attend. The tour company refuses to issue a refund, only offering to reschedule. Four of the people in out party live in other states, this was a vacation activity, and we cannot reschedule.

  Business response

  10/08/2023

  I have attached messages between ******************************* & myself from todays cancellation (which is her 4th time to cancel) As sent to her & everyone after booking a reservation for a tour is our policy & all information needed before even paying for the tour. We also state & encourage not to pay for your tour in advance but is required the night before as anything can happened & we dont refund, only reschedule. Heres the info that was sent to her on 3 other occasions as she canceled on all of them before paying for tour. This one had to be rescheduled below to October 7. (She canceled 2 hrs prior to todays tour but had already paid for 5 people) Please see paragraph (5)
  

  Hello ********
  Welcome to Full House Exotics! We are so pleased you have decided to visit us on Saturday, September 30 @ 2 pm for your full experience tour for 6, Total Payment $600
  
  
  Heres a few things to know before your party arrives 
  

  If you have any questions about our location please send a message any nights before your visit as I may not be available to answer any messages the day of your visit due to cleaning.
  
  
  Please do not arrive any earlier than your allotted time as we use every single minute for cleaning or giving respect to the individual tours before you. We do have the right to group small tours with another small group.
  
  
  Only two vehicles are allowed per party. We live in a friendly neighborhood & ask that all guests park in our driveway & not on the street out of respect for all neighbors. 
  
  
  I am now only accepting PayPal & Venmo & it has to be paid the night before your tour by sending with friends & family. Anything can happen so we ask not to pay for your tours in advance as no tours will be refunded after you have paid, only reschedules if needed. (Ask for email address for payment) we will send you a confirmation for payment the night before. 
  
  
  I hope youre as excited as we are for your visit. We cant wait to see you!
  
  
  Thank you for supporting Full House Exotics 
  XOXO
  
  
  Address: 
  ***************************************************************************

  Customer response

  10/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20708981

  I am rejecting this response because: We had rescheduled on several occasions in order to get the entire party together from multiple states. When we were finally able to do that, the tour was paid for, however, several members of our party fell ill &  tested positive for Covid the morning of the tour.  For everyones safety and the safety of the animals we decided to cancel.  We are unable to get everyone back together in the foreseeable future as we are located across multiple states, which was explained to the tour company.  It is unprofessional and a bad business practice to not refund the funds the cancellation was due to circumstances beyond our control. We could have just as easily attended and exposed the tour companys employees & animals.

  Regards,

  *******************************

  Business response

  10/16/2023

  ********************,
  Our last communication I had with you was you were going to get back with me on a new date then I receive a complaint from the BBB. 
  I apologize you feel like this is unfair. Theres a policy set in place for all businesses for a reason. Our policy was made known to you on multiple occasions that you accepted & then have continuously canceled. 
  I dont know why you keep rejecting my response as I see you have now made a fraudulent complaint to your bank stating you are unaware & did not make this purchase.
  (heres all the proof any of us need) I have attached & sent all correspondences from you to everyone involved & I still stand by my policy. Have a nice day. 

  Customer response

  10/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20708981

  I am rejecting this response because:

  The claim filed with the bank was investigated thoroughly and they approved the refund, as I did not receive the services paid for & am not able to reschedule, as I told you on multiple occasions, several members of our party LIVE IN DIFFERENT STATES, it is not just a quick trip to reschedule the your.  We did not CHOSSE to cancel, we contracted Covid & chose to protect your employees and animals.  Why cannot you not seem to comprehend the cost and time to have everyone travel from different states is not feasible?

   

  Regards,

  *******************************

  Business response

  10/17/2023

  ********************,

  Again, I have a policy in place for a reason. If ***** was the true cause of this last cancellation, I do appreciate you not bringing it into my home. The fact remains that you canceled four times which also cost me time & money, as we are a small family business running out of my home. You should be ashamed for only thinking of yourself on all four occasions that you have canceled. I suggest the next time you decide to book a private anything anywhere (rather its with your children or your out of state friends) make sure you read all information that is sent to you & actually know you can attend the first time instead of costing everyone time & money. I still stand by my first response to you. 
  
  Thank you,

  **********************;

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