ComplaintsforNomad's Adventure Quest

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A group I am part of booked an event. Days before I tried to contact the venue to let them know I was stuck in ******* due to hurricane Nicole. The manager knew I had called but ignored me. Then said if she had been contacted by the organizer 48 hrs in advance we were eligible for the refund. I said had you responded days before I could have spoke with the coordinator to get the refund. Even the employee I spoke with said it should be no problem to let us come another day and use the cards that were purchased and given to the party coordinator. When I called the manager out on her lie when she acknowledged I spoke with Justin within their 48 hr policy but pretended her voice-mail was full she hung up. She said that only the coordinator could ask for the refund but refused to answer voice-mail or answer the phone when called. I sent a message on ******** requesting to speak with the owner. Other families who were not able to attend were also not given refunds. I would like my 62.00 refunded. She knew I was trying to find out how to cancel to get a refund thru the group planner and they purposely ignored and then lied when told same day we wanted to be able to have our cards or a refund. They gave the extra cards to the coordinator but they expired at midnight so we could not use them.

  Business response

  12/19/2022

  Hello,

   

  I received a letter in the mail today from the BBB. This response is regarding complaint number ********.

   

  The outing referenced was planned by a third party.  The third party collected money from their guests. Nomads Adventure Quest did not directly collect payment from ******* *******. She paid the organizer of the group she is part of.

   

  From the manager who handled *******

   

  -The person who purchased the cards for ********** ********** never asked for money back. She did not report there were missing guests until the day of the event, after cards were activated and handed to her. She asked if the cards would be usable after midnight. I told her no, because they time out. She responded to the effect of: "It's ok. They know I don't do refunds anyway so it's their problem" and then proceeded to keep all 49 cards and distribute them. (Gave the extra cards to people in attendance that didn't have any) 

   

  -******* mentioned during our convo that she regularly books with ********** ********** and doesn't show for the events and is told no refunds by the person booking with us. 

   

  -I directed ******* back to the person booking for more information. I cannot prove there was ever a transaction between ******* and the purchaser. 

   

  -I did not hang up on her. She hung up on me or there was a phone malfunction. 

   

   

  Nomads Adventure Quest does not have an employee named Justin.

   

  Although there is no receipt, and no other physical proof of her purchase seeing it was not made by her through our company, Nomads Adventure Quest would be willing to refund the $62.00.  She needs to contact a manager at Nomads after 4pm and they will be able to process the refund.

   

  Thank you,

*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. ↩