Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family and I booked a reservation at KOA in Perrysburg, Ohio. We were in Washington state when we got an unexpected phone call that my husband’s 34 year old brother took his own life unexpectedly. We are rushing to Rhode Island to be with family during this incredibly hard time and had to cancel our reservation at KOA. I spoke with the owner who states she cannot offer any refunds and it was out of her power (as the owner) to do so. She was incredibly rude, condescending and genuinely made me feel as if she thought I was lying about the tragedy my family has just faced. All I was asking for was a refund of the $59.95 back. I understand that there may be some policies regarding refunds but under extenuating circumstances it just feels inhumane. On top of the disgusting customer service this woman provided, she hung up on me.

  Business response

  10/15/2024

  To whom it may concern,
  On the 27th the complaint called the office at Stony Ridge KOA campground to inform us that she would not be camping with us that night and demand her money back.  KOA’s corporate national cancellation policy is 48 hours to receive all but ten dollars of your money. She received the cancellation policy via email and could see it when she made her reservations online. Her argument with us was that we should refund her, her money because of a death in the family. A death in the family is too broad of a statement for us to have understand the hurt she was going through. Also, on that day we were receiving a lot of cancellations due to very strong winds. We get lots of reasons why we should refund people their money when they cancel their reservation after the 48-hour grace period. Her demeanor made us feel uncomfortable and yes made us question her reason. Especially since she had made her reservation on the evening of the 25th. It is not always easy for us to determine the legitimacy of what people tell us when they are being told sorry no refund for cancellations on the same day.  
   My cancelation policy is in place for days like the 27th. I had a few customers ask to extend their reservation not wanting to travel in the strong winds. But my campground was booked for that night so, I had to turn them away. When someone than cancels their reservation for that day. It means I don’t have an opportunity to rent those sites. Losing the income that I could have made if I was not holding that site for the person cancelling.   
  I would like to say I am not the one who received the phone call and am going off what another owner has said. I would like to send my condolences to this family. I personally have suffered a loss that was life changing and can understand some of the emotions that can come with it.
   Since I am a franchise, it is not made easy for us to refund people money after the 48-hour grace period. My 75-year-old mother who answered the phone does not know how to do this. I cannot refund you all your money because it is not mine, it is KOA’s. I am willing to refund you $39.95.
  

  Customer response

  10/15/2024

  
  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,
  
  ******* ********

*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. ↩