Complaints

• Initial Complaint

  21/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a seasonal camping spot from ****** and ************************* for the 2021 season. She asked for a $400 deposit to allow the rv trailer to stay on the seasonal spot for the following year. (2022) in Aug of 2021. She offers storage over the winter season. We removed the trailer in November of ************************************************************* and out. The park was closed and was unable to remove a shed and picnic table until she allowed us access in 2022 in the spring. We have explained that we are unable to keep our trailer with job and family changes and would not be returning in early 2022. She has since rented the site we occupied before the park reopened in May and asked numerous times about the $400 deposit that at one point was for storage which we never stored the trailer over the winter and then was to hold the spot for the following year which she rented before the park reopened allowing for no lapse of money for the site. The answer to our request is no one has asked to return the deposit the whole time the campground is open and she needs to speak to husband. Last request was June 26th 2022 and now I am being ignored which is why Im looking for assistance to recuperate the deposit as no financial was lost by ****** and her family due to our job and life changes.

  Business response

  30/08/2022

  In regards to this guest, we had already made a concession to allow for a lowered $400 deposit as opposed to the $500 payment that is required as per the contract.  As stated in all emails, correspondence, contracts, etc. that this guest received over their two year stay - this payment is NON-REFUNDABLE as it is a season renewal, beginning October 1st (please see paragraph "year round storage" signed by the guest). This non-refundable payment is made by all persons wanting to reserve a site for the Spring, regardless of whether their unit is on the site.  On October 1st, the renewal was made and the site was indeed still occupied, as stated in the guest's complaint.  Further to this, when the site was actually completely vacated in the spring,  the site WAS NOT returned to its original condition - (please see paragraph "structures" signed by the guest), due to alterations to the firepit area, a storage shed on the grass area, etc.  

  As a family owned and operated small business, we strive to ensure the satisfaction of all guests who come through our gates.  We do our best to ensure that everyone is aware of the rules and policies that are in place PRIOR to any commitment on their part.  For campgrounds to survive, they do require reservations, deposits, etc.  Unlike most seasonal campgrounds though, we do not have our guests pay their entire non-refundable season up front, we offer generous payment terms and are very accommodating to their financial situations (ie: accepting a $400 payment instead of $500).  We are confident that we certainly met and/or even exceeded our customer service standards with this guest, adhered to agreement fully and no refund is owed.  They were great guests during their stay and we very much enjoyed having them.  

  Customer response

  30/08/2022

  
  Complaint: ********
  
  I am requesting copies of these contracts as never received any paper work pertaining to storage. 
  
  Sincerely,
  
  *********************

  Business response

  01/09/2022

  Once again - The signed contract and an example of the many emails sent to the guest are ********.  

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