Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Sept 4 I stayed at their rv park and reserved a month stay from oct 2 to oct 31. $963. that day I charged $250 on my credit card as a deposit. Hurricane ****** flooded the park and they called and cancelled my stay due to park damage. they are refusing to return the $250 deposit. I understand if I cancel, it's not refundable, but they are the ones who cancelled. I feel for people with hurricane damage. we just recently completed repairs to our home in *************** from Hurricane **** but this is a business with parks throughout ******* and *****. the deposit should be returned.

  Business response

  10/29/2024

  Hello.

  I'm sorry for the late response. Four of Wilders parks including Oak Springs were directly impacted by Hurricane ******. ************** is stil without power. Nearly 100 units were destroyed between Oak Springs and neighboring Sundance lakes. 

  Wilder has a long standing no refund policy on 250$ deposits. This policy is told to all guests at the time of booking. It's also listed on the receipt, receipt email, on our website, and signs in the office. We clearly convey this message to all guests.

  Oak Springs was not "closed" by Wilders choice. Being in zone A there was a mandatory evacuate. For two days the local **************** was in Oak Springs knocking on doors,  and using loud speakers to clear the park. As it was a mandatory evacuation, we were forced to evacuate our staff and comply with the orders of the authorities.

  All guests who missed their booking dates due to the mandatory evacuation will receiving 24 month to rebook.

  It's unfortunate that this guest has no sympathy or understanding of the situation that was forced upon our guests, staff, and community. 

  Again I'm sorry for the late response. We are working diligently to return our parks to being some of the best RV Parks in the Sunshine State. 

  Thank You 

  ****** *. 

  Customer response

  11/03/2024

   
  Complaint: 22430770
  
  I am rejecting this response because:

  I empathize with them for their damage; however, living in *********, *******, just six months ago we finally completed our repairs on our only home from *** two years ago.  We had over $200,000 worth of damage then and reimbursed by insurance approximately 137,000.  Which means I no longer have any money in savings . We only sustained minor damage from ****** and ******, and so we did not file an insurance claim, and have that damage almost repaired.  But we were in the mandatory evacuation zone for ****** and had the expense of evacuating out of state. I say all this only as a demonstration a whole lot of people in ******* suffered losses from the hurricanes.
  But Im 68 and still trying to support my husband and I, so I work full time and will be for many years to come.  Id be willing to bet the family makes more profits in a month than I do in many decades of working. this family business  has 10 large RV parks in ******* and 7 in *****. How many tens of thousands of spots do they rent?  I feel like ***** and Goliath here.
    I was scheduled to be in New ***************** for work, the third time in 15 years.  So the offer to keep my deposit and use it within two years, I may never again be in that area.  And just FYI they never even offered  the 24 month rebook until BBB got involved.
  Also, yes, I was told the deposit was not refundable IF I CANCELLED. I did not cancel, they did. I doubt anyone would read the cancellation policy as they keep your money if they cancel on you. 
  
  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. ↩