Off Road UTV Adrenaline Experience in Las Vegas

I'm sorry to see your group is following through on its plan to post multiple 1-star reviews because we held to a charge that was agreed to in writing. I want to respond with the facts for the benefit of other readers. The vehicle upgrade was not a surprise: as the organizer who booked the group, you were told on an April 21 call that with a party of 9 we might need to substitute Jeep Wrangler Willys for some UTVs in case one goes down, and you agreed to it on that call. The Jeeps are an actual upgrade, a premium option that costs more than a UTV. When the option was presented to your group, two hands shot up immediately wanting to take a Jeep. Upon your return from the tour, one of the guests in the Jeep said he loved it and wants to buy one when he gets home. Everyone was in good spirits after the tour UNTIL the group member who drove his Jeep onto a pile of boulders was asked to pay the $375 deductible he agreed to. On the $375: your group purchased our optional collision insurance, which caps liability at a $375 deductible. That term is printed in capital letters directly above the signature line — so your advice to "get everything in writing" is one we'd already followed. The charge was not for a puncture. The vehicle sustained collision damage including a destroyed tire and wheel and a bent front crossmember, and the $375 deductible covers only part of the actual repair cost. It is a fixed, pre-disclosed amount, not a figure calculated after the fact. If you feel the $375 charge he agreed to was excessive, please Google the following: the replacement cost for a 2023 Jeep stock wheel, the front crossmember, and the Destination M/T2 Max Traction Truck & SUV Tire LT285/70R17 121 Q E. I'll also be transparent about one other thing, since transparency was raised: after the damage occurred, our manager called me directly to relay that your group was asking to reduce the agreed deductible and would otherwise post multiple negative reviews. I declined to change a charge that was agreed to in writing, especially under the threat of negative reviews. I pride myself on the fact that all of our reviews are legitimate. I do not "buy" reviews in any form — whether by discount or by waiving a fee. Guests are always free to share their honest experience, and we'll always respond with the facts. We put our terms in writing precisely so there are no surprises, and we apply them consistently for everyone. Although your review is driven by the fact that I would not cave to your pressure for a discount, we stand behind our equipment, our trails, and our record across more than 1,000 five-star reviews.

I’m sorry to see another 1-star review from this same party of 9, posted after a guest was asked to pay a deductible he agreed to in writing. A few facts for other readers: This was not a puncture. The driver took the Jeep off the trail onto large boulders, shattering the wheel and bending the front crossmember. Your group purchased our optional collision insurance, which caps liability at a $375 deductible — a term printed in capital letters directly above the signature. That $375 covers only a fraction of the actual repair. After the damage, someone in your party had our manager call me to say the group would post nine negative reviews unless the deductible was reduced. I declined to change a charge that was agreed to in writing. I don't "buy" reviews in any form, and I won't waive a valid charge to avoid a negative one. We disclose these terms in writing before anyone participates and apply them the same way for every guest. We stand behind our equipment, our trails, and our record across more than 1,000 five-star reviews.

Like the other reviews posted by this party of 9, this one arrived only after a guest was asked to pay a deductible he agreed to in writing — not after the tour, which the group enjoyed at the time. Here are the facts for other readers. The vehicles: We discussed in advance, on an April 21 call with the group's organizer, that with a party of 9 we might need to substitute Jeep Wrangler Willys for some UTVs — and that was agreed to before arrival. The Jeeps are 2023 models and a premium option that costs more than a UTV. When the option was offered on site, two guests immediately volunteered for them, and one said afterward he enjoyed it enough to want to buy one. The group was in good spirits the entire tour. The first complaints came only after the deductible was collected. The $375: This was not a simple puncture from a rock. The vehicle sustained collision damage — a destroyed tire and wheel and a bent front crossmember. Your group purchased our optional collision insurance, which caps liability at a $375 deductible, a term printed in capital letters directly above the signature. That deductible covers only a fraction of the actual repair. As for the Jeep you saw being driven in the yard: it was being test-driven to evaluate how it was handling after the impact — and that evaluation is exactly how the bent crossmember was discovered. The bus: It's a late-model 32-passenger Ford F650. Nevada requires annual DOT safety inspections of all commercial vehicles by licensed technicians, and ours was completed less than 30 days before your tour. The "unsafe" claim doesn't hold up against a current inspection — and it's worth noting it only surfaced alongside the dispute over the deductible. Perhaps you're unaware that, after the damage, someone in your party had our manager call me to say the group would post 9 negative reviews unless the deductible was reduced. I declined to change a charge that was agreed to in writing, especially under that kind of pressure. I don't "buy" reviews in any form, and I won't waive a valid charge to avoid a negative one. We disclose our terms in writing before anyone participates and apply them the same way for every guest. We're sorry the day ended the way it did, but the charge was valid, agreed to in advance, and consistent with the insurance that was purchased. We stand behind our equipment, our trails, and our record across more than 1,000 five-star reviews.