Complaints

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a camp site at the end of June, when filling it out online I entered the wrong date however upon phone call confirmation i confirmed I would be arriving friday not thursday. well the thursday came around and i was charged for it, she told me it cant be changed once requested online, which is bull, if that was the case no one could change dates ever. Upon arrival we went to our campsite to hook up, I plugged in the camper and it Acred cared me but we called them and they came to fix it. They replaced the plug but it still wouldnt work so she moved me camp sites from a full service that i paid 53 dollars a night for the a water/electrical site. i was then told that she would not refund the difference because it is the same charge for lesser services because you dump your black tank when you leave. however if you look on the website it shows different sites are different prices, and if it was the same cost then why would anyone camp with a tent for the same amount as full service. i then come to find out that within 30 minutes of us being told our original camp site was non usable a new camper was parked and hooked up. so why did we have to move but then someone else comes right in. i was very displeased with the way i was treated, the amount i paid and the fact that we missed out on our full service and for my son to shower they charge 2 dollars for 4 minutes. this was the weekend of July 21, 2023. I feel i deserve the night i was not even there that i was charged for because she says i never mentioned a different date (july 20 is the extra day) and the refund in difference for me moving camp sites.

  Business response

  09/08/2023

  Here is the response to this complaint. I will lay out the facts as they occurred.

   

  1. On June 28, 2023, a form submission was emailed to us. The check-in date was July 20, 2023 and the check-out date was July 23, 2023. I have enclosed a picture of the form submission.

  2. On July 20, 2023 at 4:00 PM, she called because I had put through her payment. She told me she never asked for the 20th as a check-in date. I looked up her form submission and it clearly stated July 20th check-in. At that time we had a 24 hour cancellation policy. I denied her claim.

  3. She checked-in on July 21, 2023. As she indicated, there was a problem with the electrical outlet. We came over right away to fix the problem. They were impatient and asked to move to another site. We were very full this particular weekend and only had power/water only sites left. Our park has two different sights available. Full-service and power/water only sights. If the customer is going to be using our sani-dump, we charge the same rate as a full-service site. Everyone in a power/water only site gets charged the full-service rate because they are using our septic system. This was a very busy weekend and the only site available for them to move to was a power water only site. Once we had fixed the electrical outlet, the site was available to another customer. We in no way made them move. It also clearly states on our website that our sani-dump is not free and that there is bundling available.

  4. Regarding tenting with a tent with full-service price. Her 30 AMP power/water site is right next to our 15 AMP sites. These do not have sewer hook-ups and can be used by tents or campers. These are cheaper than the 30 AMP sites. Any camper using our septic system would be charged an additional fee for using the sani-dump.

  5. As indicated on our website, our showers are paid showers.

   

  If you have further questions. please call (306) *********

   

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

  Customer response

  11/08/2023

  good afternoon, 

  i would first like to say we were not impatient, they came to fix it and told us they were not sure how to fix it and were told they have another site and have no idea how long it would take to fix. we never once stated we had to move and were not impatient we actually waited for a long time for them to come over and try to fix it and had no issues waiting as i had paid for a full service site. i also checked and no where in the website does it say that you are charged the same every night for a site. i paid 53 dollars per night and was moved to a site that says 48 dollars on the website. i am clearly not getting my money back for the mixup on the website (clearly i put the wrong date but was hoping for help) when i confirmed on the phone i stated the friday but that is irrelevant i guess, it was my mistake on the website but was asking her if i was able to get a refund because i wasnt coming and confirmed a different date and was rudely told no its your problem not mine. i just wanted to express my disbelief with the way we were moved not refunded the extra cost and then to see that not only 30 minutes later someone was in my site. i know it was a busy weekend as there were lots of baseball families there. i was just very disappointment, it is a beautiful campsite but upsetting service. 

  Customer response

  14/08/2023

  good afternoon,

  the refund i was referring to was her not refunding me the extra day she charged. i would still like to be refunded for being charged the campsite price for full service when i onlu stayed at an electrical site. sorry if that wasnt clearer in the message my appologies.

   

  thanks

  *****

  Business response

  14/08/2023

  As indicated on our website, our Sani-dump is not free. It states that we have bundling prices available for registered guests. It also states that it is $20 dollars for a registered gust to use the Sani-dump and $40 for an unregistered guest. We have a septic system and pay to dump ourselves. Every person that was on a power water site was charged for a full-service rate. there is no difference.

  Customer response

  15/08/2023

  Actually your website said special bundling offered. also DID not state that you have to pay the same price on your website. The next time i stay at a campsite im not familiar with i will be sure to do my research and check the reviews. Customer satisfaction is the first thing on your website which is not the case. I will know better for next time. I will be sure to voice my reviews as well. take care.

  Business response

  17/08/2023

  What exactly would special bundling mean? It means there's an additional cost added to the site for the use of the Sani-dump. As indicated, we have to pay to remove all the sewage from our septic system. Its not free for us, why should it be free for any one else.

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