Complaints

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made reservations by phone to stay at Sunseekers RV Park from January1 through May 1, 2023. The park is in ****************, **. During the phone conversation i had with the park on 11/7/22, I explained that I have a small 23-foot ****** ****** and would therefore need a hook-up for a small rig. I paid $750 on 11/7 using a credit card in order to hold the site. While traveling to ** in the *** Sunseekers contacted me to inform me that they would be running my credit card for half of the total balance prior to my arrival. When I arrived on Kaniary 1, I could not find an employee in order to sign in. Most importantly, the site assigned to me included a sewer hook-up that was far too tall; in fact, it was meant for a full-sized rig and definitely not a ****** ******. I drove and then walked around the park looking for another more appropriate available site and/or a Sunssekers employee. I also tried to reach Sunseekers by phone. Because I had been traveling for several days, I really needed to dump my black water sewage tank so I finally decided to try to use the hook-up at my assigned site. Unfortunately, gravity worked against me and the sewage kept backing up into my rig. The next day I continued to to try to reach Sunseekers, to no avail. Finally, I left the park and stayed for a few nights on the end of a street in **********. Eventually, I heard back from Sunseekers, at which time I was told that no other, more appropriate site was available. I then asked for my money back so that I could find another RV park for the winter. I was then informed that no refund would be issued as that is the policy. The only solution offered was a credit for future stays; this response was not acceptable to me, but I was given no other option. I feel that a full refund should have been offered to me as I then had to pay a premium price to stay in another park without the availability of the $2607 I was charged for the deposit and first payment prior to my 1/1 arrival

  Business response

  02/24/2023

  Dear ********************, thank you for contacting us regarding your experience at ****** Sunseekers. It is our understanding that your stay has been fully refunded via your ******************** Thank you again for contacting us.

  Customer response

  02/28/2023

   
  Complaint: 18953251
  
  I am rejecting this response because: no refund was returned to my credit card.
  
  Sincerely,
  
  ***************************

  Business response

  03/10/2023

  Thank you again for contacting us. It is our understanding that you disputed both the deposit for your stay of $750 and the remaining charge for your stay of $1,857 with your credit card company and received a refund from your credit card company. Your credit card company provided us with documentation to this effect. We are unable to honor your request for a refund, as we did not receive payment for your deposit or your stay.

  Customer response

  03/10/2023

   
  Complaint: 18953251
  
  I am rejecting this response because:
  
  I never received a credit card refund from Sunseekers.

  Sincerely,
  
  ***************************

  Customer response

  03/13/2023

  I have reopened my dispute with Chase card as I have not received any refund from Sunseekers RV Park or Chase on my credit card.  The refund I believe they are referring to is the temporary refund Chase provided while the dispute was in progress.  However, they returned the charges toy credit card because Sunseekers reported that they have my payment in an HOA fund for future stays.  I cannot stay there at all and need my funds returned directly to me.  This option was not afforded to me; hence, my need to dispute the charges and subsequently contact the Better Business Bureau.  
  

  I am trying to get an updated statement from the credit card company and will do my best to forward it to you within the five days you are requiring.  However, I implore you to keep this case open as it should have been resolved already.  This situation is clearly unfair and has caused me undue hardship at a very difficult time in my life after losing a condo and car in Hurricane ***.  

  Customer response

  03/16/2023

  My name is ***************************; phone number is ************.  18953251 is my complaint number.  Here is the rebill that appeared back on my credit card for my 2/23/23 bill after the Chase ******************* mistakenly or purposely reported that I had already received a refund.  The $2,607 has not yet  been refunded to me.  That is all I am asking for from the Sunseekers RV Park

  Business response

  03/24/2023

  Thank you again for contacting us. Our accounting teams records indicate that the chargebacks have been processed, and they were processed to the same account that made the original transactions. For any remaining questions, please contact your credit card company.

  Customer response

  03/25/2023

   
  Complaint: 18953251
  
  I am rejecting this response because:
  It is simply a restatement that Sunseekers has refunded the disputed $2,607 to my Chase credit card, which clearly, they have not.

  
  Sincerely,
  
  ***************************

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