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:02/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Initially, I was scheduled to travel to Costa Rica on a High School program (Youth Empowerment Project) during the Summer of 2020. However, due to Costa Rica’s ongoing border closure, I withdrew from the program, which was supposed to depart on June 23, 2020. Costa Rica had announced that their border would remain closed until June 30th of that month, but your company had neither canceled nor modified the program after that declaration. I paid $1,617.00 for that program. On Friday, April 10, 2020, roughly two months before my withdrawal, your company involuntarily issued vouchers for the entire program cost. Rustic Pathways provided no information about the program. I re-enrolled in a Fiji program in April of 2021. That program was again inaccessible due to COVID-19 travel bans and protocols. I was then in receipt of another voucher, amounting to $2436.20. I applied this to the cost of an upcoming program and another $569.80 as an ACH Withdrawal from my checking account. I am in no position to travel in the program I am now enrolled in for this coming summer. I submitted my application, but I was informed that the $2,895.00 your Travel Guarantee entitled me to would be a partial voucher. Acknowledging the terms and conditions of your Travel Guarantee, I sought a refund less the $100 cancellation fee and nonrefundable enrollment fee ($11). I am reiterating my request to receive at least $2,895.00 as a refund. I have requested the escalation of this matter to a supervisor who can better assist me, but to no avail.

  Business Response

  Date: 03/01/2023

  Hello! I'm so sorry to hear of your frustration with us. 2020 was incredibly frustrating and I'm sad you weren't able to experience the program you had hoped for that year! For 2021 and 2023, we have applied the cancellation policy that you signed and agreed to. That provides a refund to the method paid, which in your case was the voucher you used, and in reviewing your history it looks like in 2021 we waived our cancellation fees and provided the full amount back to your voucher as opposed to a partial loss. We'd love for you to have an opportunity to travel with us and utilize your voucher on a college or family program! Any of our team members would be happy to assist you.

  Customer Answer

  Date: 03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******