Complaints

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My husband and I had a *****ble experience here on April 2, 2023. After 4 weeks, we are still owed 83.00 for services not received. We arrived there with our 33-foot travel trailer at 4:30 pm and the office was closed. There were no directions for existing reservations and no info on where our camping site was. There was some sort of online check-in for use with a cell phone. Because we didn't know how to find our site, I decided to try the online check-in with my phone. I made the reservation 5 weeks ahead online, on Feb. 24, 2023, and my credit card was charged the nightly fee of 41.50 (on that date) to reserve the spot. The online check-in app didn’t have an option for finding an existing reservation, so in order to find my existing site, I booked a new reservation by mistake and was charged 41.50 a second time. That's the first part of the problem. Second, according to online directions, we were supposed to pick our own site. We picked one that wasn't long enough for our camper, so I texted the cell phone number posted on a sign for *****, who told me to try another site. The next one we tried was too narrow for our slides. We didn't know what to do, so we continued searching for a spot our camper would fit into and finally settled into one after 50 minutes. I gave ***** a courtesy text to inform her of our site number. ***** texted we had to get out of that site. I called her, and her tone with me was extremely angry. After a nasty conversation and texts from her in which she called me a liar about making a reservation 5 weeks ahead and accusing me of being at fault - like being too fussy, I told her we were leaving, and to refund my credit card. We are experienced campers who arrived late at other campgrounds and were left clear directions. I have never been treated so rudely by a campground manager or owner. We will NOT pay 83.00 for no service!

  Business response

  05/09/2023

  Both payments were made and paid by the individual.  She processed them and used her own credit card.  At the beginning of our conversations I never knew she had already made reservations prior to coming into the park but she was provided an email so she should have received the full information site number included.  Our confirmation pages include site number, fees, cancellation policy, map and check in and out information.

  24 texts all on or near 5 pm Sunday evening came in from this customer.

  10 phone calls all after or around 5 pm Sunday evening came in from this customer.

  I am the only person that answers the phone and after our fifth conversation the customer just moved to a site which was site #16 and I advised her she would have to move from that site because it was already reserved.  She stated in a text that she didn't like the site she had that it didn't have any trees.  The customer on the last call stated she wanted a full refund on both sites that she booked on the same night and stated that if she didn't get it she would call the Better Business Bureau.  I spoke with the owners of the park and refunded one $38 fee and will provide the refund with this email  which is not our policy.  Also I included the emails that the customer should have received.  

  Sincerely,

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

  A Stone's Throw RV Park Manager

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

  Customer response

  05/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: she did not refund both amounts. The second charge (41.50)  was made in error because she wasn't there to help check us in and she didn't leave information. As I explained previously, I didn't know how to get my site info on April 2 without using the app which charged me again.  If she had helped me find a site that our camper could  fit into, we would not have left. Be aware that when I made the first online reservation on Feb. 24, 2023, I had to put in the info size, length of camper including 2 slides. So, she knew where we could fit.

  The merchant lied by stating I sent 24 texts and called 10 times. I called twice and sent 18 texts - most which were replies to her about the size of our camper and which sites we were trying, including a plea to refund the two charges.  Second, she assumed that I was being fussy when I texted there were no trees. I told her the site looked too narrow for our 2 slide-outs, but we might fit because there were no trees and we would try it. (Our camper didn't fit.)

  We've never been treated so rudely by a campground owner/worker/manager. She acted annoyed because I needed help and then she got angry with me. The fact that we have to beg for our refund after such deplorable treatment, has angered me. Please publish my complaint, so others will be aware.

  Regards,

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

*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. ↩