Public Mediation

Home Spun Tours-Dispute-#2553681

W. J. vs. Home Spun Tours
3015 South Main Street, Rice Lake, Wisconsin, 54868, United States
Amount Involved: $5,158.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
    • View response from: Home Spun Tours
    • Claimant Seeks: View.
    • Claim #: 2553681
    • Amount Involved: 5,158.00
    • Filed On: Apr 27, 2012
    • Posted On: May 08, 2012
    • Complaint(s):
      • Bad business practices
      • "I just feel ripped off."
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"My husband and I signed up for a 13 day tour to see the hot air balloon races in Albuquerque, N.M. and on the 7th day we both contacted a highly contagious virus along with 2 other bus riders. We ended up in the Flagstaff, Az. hospital and unable to continue on. The next A.M. they informed us they were leaving us. They never ever had any contact after that as to help us out of our mess. After 2 days at the Flagstaff hotel we had to try and get home, luckily the hotel staff was helpful and we managed to rent a car to drive ourselves home in 3 days! The tour cost us $3908.00 The car rental cost $1100. There was 3 additional hotel stays at approximately $75."
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Additional Communication Between Claimant and Home Spun Tours Hide
  • May 07, 2012, Claiming party added:

  • My biggest complaint is no one from your company tried to contact us, to help us get phone numbers and options to try and get back home. We were unable to even try and catch up. After that first morning telling us "so Long" there was absolutely no more contact ever from Home Spun.

What Claimant Wants Hide
1. Recovery of Losses: car rental & 3 additional hotel stays May 12, 2012 $1,250.00
2. Refund: not filling their obligation May 12, 2012 $3,908.00
3. Monetary items with amounts to be determined: tour trip, car rental & motel stays May 12, 2012 TBD*
4. Other – Pay for claim posting cost May 12, 2012 $7.95
5. Other – Physical delivery charges May 12, 2012 $2.99
Cash total : $5,168.94*
*Amount shown is not final: total will increase when pending amount(s) are known and entered.
  • 0
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "People Claim
    Re: Claim # 2553681- 179866

    Good Morning
    My name is Bill Richards, I am the owner of Home Spun Tours. Your letter of 4/27/12 is the first correspondence I have has regarding Mr. and Mrs. William Johnson’s departure from my tour “Canyon and Balloons,” last September.
    I will be as inclusive as I can regarding the circumstances in question.
    Home Spun had two buses on the tour. I hosted one bus and my wife, Mary, hosted the second. Mr. and Mrs. Johnson were on Mary’s bus. The itineraries for both buses was the same.
    The day before our arrival into Flagstaff, we were in Page, Arizona. One of our passengers became ill. It was enough to warrant an overnight stay in the hospital. She rejoined the tour the next morning. Both buses continued through the Grand Canyon and arrived at our accommodations in Flagstaff. By that time, several other tour members were experiencing various stages of discomfort, exactly as the woman had encountered the previous evening in the Page hospital.
    My wife spoke to all of those folks at various times throughout the day and evening. The front desk at the hotel, Little America, also had contact with most of the folks that evening.
    I was advised by the front desk that Mr. Johnson has inquired about staying over after the tour departed. I was not advised of this by Mr. Johnson, (nor was my wife) but did ask the front desk to extend the discounted rate the tour received to any that chosen to stay.
    Both dinner and breakfast were included at leisure at the hotel. I did not see the Johnson’s at either. I was advised by the front desk the next morning that the Johnsons were staying over. The Johnson’s did not advise myself or my wife of their decision. I called the Johnson’s room and spoke to Mr. Johnson. I certainly inquired into their well being and the fact that Mr. Johnson has advised the desk that they would be staying. I told Mr. Johnson, reminded Mr. Johnson, that we were continuing to Albuquerque for a two-night stay. If they felt better later that day, they could rent a car and drive to Albuquerque. Mr. Johnson said they were going to rent a car and drive home when they felt better. I told Mr. Johnson that we were holding a room for them in Albuquerque. I asked Mr. Johnson to let me or the hotel know if they were coming. Neither is us heard from the Johnson’s, until your letter of 4/27/12.
    Do the Johnson’s have compensation coming from Home Spun Tours? No! Cancellation penalties are clearly defined in my tour catalog. To quote: “Should you leave any tour after it has departed, the cancellation fee will be $250.00 per person and any non-refundable inclusions.” Note: Many other tour companies retain 100% of the tour members money if they cancel within 48 hours of departure.

    Our accommodations in Albuquerque, by contract with our provider, Destination Southwest, were non-refundable 60 days prior to arrival. After all, this is the World Famous Albuquerque Balloon Fiesta. Therefore, a room was held for the Johnson’s for two nights. Home Spun nor the hotel heard from them. Incidentally, the Albuquerque package consisted of meals, admissions and guides as well.
    I chose not to cancel accommodations for the Johnson’s for the following two nights, Oklahoma City and Des Moines, so there were rooms waiting for them that they had already paid for! The costs involved, actual costs, were less than a total of $250.00. That amount was less than our $500.00 (combined) non-refundable clause.
    I have owned this company for nearly 22 years. It is most unusual that folks leave a tour in progress. Some folks purchase trip cancellation or interruption insurance to deal with the possibility. My experience is about 1% of our travelers purchase this insurance. I do not know an industry wide figure. I do not know if the Johnson’s considered or purchases insurance.
    The Johnson’s made a conscious decision to leave my tour in progress. They were advised of their choices and made their own. I do not know their reasoning or explanations. They did not contact me to discuss the choices they were offered.
    So you know, Home Spun Tours does not depart a hotel, restaurant, attraction, etc. without accounting for our passengers and in this case, without our passengers options explained.
    Once again, the Johnson’s chose to go their own way, incurring additional, and in my opinion, unnecessary expenses. That decision was theirs . Home Spun Tours does not have an obligation to compensate them for their expenses or for the non-refundable expenses of the tour.

    Respectfully,

    Bill Richards
    CEO Home Spun Tours
    "

This claim will remain posted until resolved.

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