Complaints

• Initial Complaint

  28/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We stayed at this campground on the night of Nov 9th 2023 for one night only. When we went to depart on the morning of Nov 10th our van would not start. We contacted **** who sent a mechanic who could not fix the van so it needed to be towed. ****** is fairly remote with few or no tow companies. A tow truck had to come from ************ which is 2 hours away to get our van. We constantly kept in touch with the campground office that about what was happening. At no point did we imply, tell them or authorize for us to stay an additional night at the campground. While we were waiting for the tow truck we were not hooked up to any campground services using any of their facilities. I will note that the campground was virtually empty, the area around us had over 50 campsites of which only 2 were occupied (picture attached). Accordingly our broken down van was not taking business away from them. At 2:03 pm I got an email from the campground saying there charged me for another nights stay. They knew that we were broken down, not using services, not intending to stay overnight and were waiting for a tow truck to arrive. We did get towed out of there that afternoon and did not stay the night. It is totally inappropriate that they charged my credit card for another nights stay knowing that were broken down and waiting for a tow truck. I emailed the office immediately upon being notified of being charged for another night telling them it was wrong to do so and that I am not authorizing them to charge my credit card, in addition I called them a few days later and sent a long email. They have not responded to any of my emails or calls. I am uploading a picture of the virtually empty campground, a copy of the email I sent them not authorizing charges to my credit card and a copy of the email I sent to their manager requesting resolution.

  Business response

  28/11/2023

  To Whom it May ************************************ offices are currently closed for the season so apologies on the late reply. The original email was also in my spam folder for some odd reason, so I did not catch it originally. 

  I have responded to ****************** stating that I appreciate his concerns and that I would meet him half way and refund half of the additional night cost. 

  I am now waiting on his reply. 

   

  Kindest Regards, 

   

  *********************

  Campground Manager 

  Bella Pacifica Campground

   

   

  Customer response

  29/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Subsequently I responded to this subject email response from Bella Pacifica requesting once again that a full refund is appropriate. At 10:23 AM today, Nov 29, I did receive a response from the manager at Bella Pacifica that a full refund is forthcoming. When I see that refund processed on my credit card then I will agree with the resolution of this issue. 
  
  Sincerely,
  
  *************************

  Business response

  17/01/2024

  Good Afternoon, 

  This issue was resolved back in November and after being constantly harassed and verbally abused by the guest.

  We offered a full refund and completed this the same day to end the issue and stop our staff being torn apart. 

  Please see attached screenshot from their reservation showing proof of the refund. 

   

  Kindest Regards, 

   

  *********************

  General Manager 

  Bella Pacifica Campground

  Customer response

  18/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that although the resolution is satisfactory, the last response from the business demonstrates an attitude of "business first, customer last". This is exactly the approach and attitude of this business which fostered my complaint in the first place. 

  Bella Pacifica is not a nice business to its customers. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a camp ground at the Bella Picifica camp ground in December 31 2022 for July 6-9 2023, but due to the fires we cancled well in advance of the 7 day period allowed , we were charged 35 dollars for doing that, that is the policy so were ok with that. How ever we still havent recieved our refund. We cancled on June 23 2023 Cancellation number is ************* We called they told us there is nothing they can do about this as its handled through a thrid party? And that party is not refunding the money and they dont seem to know why or give an explanation. Now they will not answer our calls.Can you please help us. They owe us ****** Thank you *************** ********

  Business response

  23/07/2023

  Good Morning, 

  Thank you for reaching out regarding the issue with ***************************** reservation and the delay of his refund. 

  As expressed to the guest, we were experiencing errors with our third party payment processing provider and not being able to process any transactions, including refunds. 

  We have since regained connectivity and manually refunded the credit card on file of the amount owed to the guest on July 11th at 14:09. 

  Please let us know if there is anything else required from the guest's side. 

   

  Kindest Regards, 

   

  *********************

  Campground Manager 

  Bella Pacifica Campground 

   

• Initial Complaint

  22/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a cancelation to my reservation 11 days prior to our first days stay at the campground. We'll within Bella Pacifica's cancelation policy to receive my full refund minus a 35 dollar admin fee.I received an email confirmation stating that I would receive $367 refund. I am still waiting for this refund after multiple emails and calls to the campground. They keep mentioning an "issue" with a third party refund provider. * **** **** ** * *** ** **** ******** ***** ** * **** *** **** ****** ** ******* ********** *** **** **** **** ***** ******** ***** *** ********* ******* I want Bella Pacifica to return to me my refund. It is rightfully mine.

  Business response

  26/06/2023

  Good Morning, 

  We have received emails and correspondence with **************** regarding his refund, dating back to June 10th and it was just forwarded to myself by my team at the end of last week. 

  He has since spoken to our Front Desk Agents and yelled at them and harassed them before sending myself the same sort of correspondence via email. 

  We are still working with ******* to rectify the issues with our servers as we are not able to process any type of transactions through them at this time. 

  Additionally, the forest fires in our area has lead to additional delays, as transportation routes were closed and our new terminals were not here yet. 

  We have since received the terminals and this issue is in the finals stages and should be resolved by the end of this week. 

  We sent an e-transfer of the amount owing to **************** after taking his information. 

  We have not received confirmation of receipt of transfer from ****************, but it has been processed by our ********************* and CFO on our end. 

  Please feel free to contact myself directly if anything further is required. 

   

  Kindest Regards, 

   

  TJ 

  General Manager 

  Bella Pacifica Campground 

  Customer response

  27/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  14/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pre booked 2 campgrounds on Oct 1, 2022. These campgrounds came with the ability to cancel. I cancelled the campgrounds on February 21 2023 due to a recent death in the family. They confirmed that a refund was placed on Feb 21 2023 in one email and then on Feb 22 2023. The refund is to take 3-5 business days. I then followed up on March 1 2023 in which I was told the refund was completed on Feb 22 2023. I then followed up on March 4 2023 in which I was told they are having issues on there end. I have followed up 2 more times since then and as of March 14 2023 am being told there is still some connectivity issue on there end. I have reached out to visa directly who say they see nothing on there end showing any problems. If this wasn't close to $2000 wouldn't be concerned but this isn't right.

  Business response

  27/03/2023

  Good Afternoon, 

   

  Thank you for your phone call earlier today. 

   

  Please see attached the explanation and email threads backing up our claim.
  

  
  We are continually trying to reach out to ******* to rectify this issue. 

   

  Feel free to reach out at any time if you have any further questions or require any clarification. 

   

  Kindest Regards, 

   

   

  TJ Fournier

  Campground Manager 

  Bella Pacifica Campground

  Customer response

  27/03/2023

  
  Complaint: ********
  
  I am rejecting this response because Bella Pacifica let me know that this is a problem with *******. I reached out to ******* personally after TJ told me too and was informed by ******* that there has been no action on there end regarding this issue but as I am the credit card holder they cannot discuss any further details with me and that Bella Pacifica should be calling them to disucss. Then I was told when I brought this up to him that there is an issue between there system and *******. This is Bella Pacificas problem not consumers. They told me there are multiple people having this problem getting refunds from them and I am not alone, like that makes this ok. The answers have constantly changed to suit them. They sure dont have any problems taking money from consumers. They should be going to there bank and transfer funds or do an E transfer this is 2023. There website states 3-5 business days for the refund, If they would have come out and said this initially I might believe them but the run around is getting exhausting.
  
  Sincerely,
  
  ***** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩