My girlfriend and I rented 2 snowmobiles from snow-country snowmobiles for a 2 hour (double the standard) guided tour. The original plan was to meet friends of ours up there and go together however they were forced to cancel in excess of a week prior to the reservation date. They called and were greeted by an answering machine which seems to be the norm for this company. When we got there we were asked where the rest of our group was I explained that they called and canceled weeks prior. The response I received from who I now believe to be the owner of the business was "well that's F****ng great! Well that's not my problem, I'm charging their credit card for the full amount and I don't care". Being in the service industry myself I am 100% sure that if any one of my empoyees talked to a client like that they would be cleaning out their locker at the end of the day. I had booked 2 separate machines for my girlfriend and I but that morning she had decided that she would prefer to ride on the back of my snowmobile instead. When I conveyed this to Kimberly, who I now believe to be the owners wife, in a very abrasive tone said "well you can do that but I'm still charging you for both machine rentals". As offputting as this experience already was we were on vacation and we're still going to try and make the best of it. We met our guide and continued outside. We started our pre-trip inspections of the snowmobiles and I noticed they seemed to be on the older side and ridden hard and put away wet so to speak. After the guide told us war stories and conveyed to us that he consideres most people that come and rent from them are "F****ng morons" and break stuff and don't follow directions for 20 minutes (the required safety and directions on the operation of the machine only lasted about 4-5 minutes) we started off on the trail. About 15-30 minutes into the tour I noticed my machine seemed to be running very fuel rich and had a distinctive misfire (I work on heavy equipment for a living). The guide returns with a load of crap and says "it's so warm out that the gas is thin and it makes it do that." That does not happen on this planet. We finished the tour and made it back to the office uneventfully. We finished with the tour and the guide was overly obviously fishing for a tip which I did not feel that he deserved and we continued back into the office where we weren't asked how our tour was but were promptly presented with the bill. On a side note my friend was charged for the full amount of 2 machines and had words with the owner over the phone. The owner reluctantly refunded the amount only after my friend agreed to withdrawal a complaint with the BBB. The state maintained trails are absolutely beautiful and maintained to the 9's but this particular rental company does not deserve anyone's business in my opinion. The only reason this review is getting 1 star is because 0 stars is not an option.
Poor customer service.
Had a great time. We did the full day rental. Nice sleds. Very helpful. We can't wait till next year to go back and have another great day.
Snow Country Snow Mobile is a US Store based in Cavendish, Vermont. Snow Country Snow Mobile is located at 96 Winery Rd, Proctorsville, VT 05153, USA.
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