Booked the trip, haven't been to the rafting camp yet, but already 100% sure that their customer service is really bad.
I had to add an additional friend to the reservation. They sent me the balance sheet without the new friend's info and didn't send me the update contract. Called their customer service line 800-676-7238 many times;
1st, half of calls ended up getting "we are busy" voice message.
Then usually 1 of 2 ladies (identified based on their voice) answers the phone.
1 is Diane, who sounded OK, at least willing to listen and answer questions normally.
The other one (don't know her name) is very unprofessional.
Whenever this lady answer the phone, she starts with "I don't know what you talking about", then argue that the info in the computer is correct. Even after I pointed out they only sent me the balance sheet which is missing one person's info, she still insists her computer is correct and "can't see what the problem is". When I requested her to send me a copy of "correct" contract, she simply hang up the phone before I can finish my sentence.
Even before this call and during my conversations with her for reservation, I found this lady likes to answer questions with questions, being sarcastic, always insists what she saw on computer is correct, doesn't seem have patience to listen at all and then claims don't know what issue customer has.
She is by far the most untrained and unprofessional customer service rep I have experienced.
If the business owner ever wonders why whitewater express is not making more money, bad customer service like this is surely one of the top reasons. read more