Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The nature of the bank dispute in this case is they were not helpful.  All my bank did is request a refund for me from the business which was denied by them 3 times.  Does Blue Quill have proof in a call recording they advised that my deposit was rod fees and that it would not be refundable?  I insist they did not make this clear AT ALL when I made the purchase.  They can't point to their website or an email confirmation that contains that policy, because it is not proof they made me aware.  Currently they have no refund to issue as my money went to ********************* LLC.   there was anything we could do to settle this loss including store credit and I received no response from the Blue Quill Angler. Blue Quill was able to have the portion of what they would owe to the landowner deducted, so they didn't have any loss. This was revealed in an email to me within a day of calling to cancel. Whatever their business relationship is with the private landowner should not matter to the customer. I was not informed properly of the non-refundable nature of the transaction before I made the purchase. When my wife booked a private ****** with one of their guides she was required to sign a document that very clearly points out the terms of the purchase. This is highly unfair as I have now lost that money to them without ever receiving any booked trip, or a refund or store credit. I have never been treated unfairly by any business or their practice and want my money back. No service or trip was rendered. I have all documents that track this issue.

  Business Response

  Date: 09/30/2023

  As you can see in the email confirmation that the complainant attached to his  claim - our non-refundable policy regarding  private water rod fees are very clear. The same information is clearly published on our website.   The reason for this strict policy is that our agreements with the land owners are non-refundable when we book them.  We simply do not have these funds to refund as they were paid to the private land owner per our agreement. What we were able to do is not charge any other fees that we would normally charge when a guide trip  is booked and cancelled, which for a 2 person guided trip would have been an additional charge of $625.

  The credit card appeals that he filed were also denied for this same reason, which as you know are very rare as the credit card companies tend to always side with the consumer.

  The reviews and testimonials you can see on our website, ******* YELP, etc. reflect the pride we have in our service. This kind of situation is not something we have had to deal with in the past. We sympathize with his buyers remorse, but there is nothing more that we can do as we no longer have those funds.