ComplaintsforThe Pines Resort

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved seats at the Pines Resort's 4th of July event. The 18 seats I reserved were front row, on the lake with unobstructed views for the fireworks. We were seated at the wrong tables despite having reserved, and paid for, specific tables well in advance. When I protested the event manager told me the employees made the mistake of putting the wrong numbers on tables. Meanwhile, one of the owners told me that guests were swapping table numbers because they wanted to sit where they wanted to sit, and there's nothing she could do. Getting told 2 different stories to excuse their mistake made me quite leary. It means at least one of them was lying to me rather than trying to solve the problem, or take responsibility. I was preparing to collect all the members of my family and leave because I was livid. I only stayed because the event manager, Laura Darling, offered me a full refund. She asked me to please stay and try to enjoy the event. So we stayed. The next thing I know the other owner (not the one who was at the entrance to the event venue) emailed me to say I was entitled to, maybe, a partial refund. I reserved front row seats, and we were seated at the back of the venue. I stayed only because the event manager told me I would get my money back. She was very apologetic. Her boss, the owner of the resort, made her a liar the next day. I bought 18 tickets. I expect a full refund for the 18 tickets as promised. We would not have stayed otherwise.

  Business response

  08/16/2022

  Below is the email thread between *** and our GM **** who tried to resolve the complaint.

  
  

  From: *** **********
  Sent: Friday, July 8, 2022 3:08 PM
  To: **** ****
  Subject: Re: Tickets Refund

   

   

   

  On Fri, Jul 8, 2022, 9:50 AM **** **** <m****@basslake.com> wrote:

  Hi ***,

   

  I understand you concern.

   

  Hi ****,

   

  I do not have concern. I have righteous indignation and anger.

   

  Your website offered specific seat reservations at specifically tables. If I showed up to a concert with my front row tickets in hand, and they seated me in the rear of the auditorium I would be furious. Surely you can understand this. 

  Before I can give you a refund for this entire amount after you did stay and eat and enjoy the event,

  I stayed under false pretenses. Laura Taylor said she was going to refund all of my money; and asked me to please stay with my family to enjoy the festivities. I would not have stayed otherwise. 

   

   

  besides the fact that you were not directly by the water, I would like to speak with you so that I can get a full understanding and also so you can get a full understanding from our side as well. I do think some compensation is fair, but the entire amount free is something that we should discuss.

  I want what I was promised. No discussion will change that. 

   

   

  I would like to try and make this right and keep you happy but at the very least I will need to speak with you, so please do try to give me a call as person to person is typically the best way to resolve and issue, not over email.

   

  You are entitled to do as you wish.

   

  Best regards,

   

  **** ****

  General Manager

  The Pines Resort & Conference Center

  612.402.9389-Cell

  559.642.3121-Pines Resort

  m****@basslake.com-email

   

  

   

  www.BassLake.com

   

  From: *** **********
  Sent: Friday, July 8, 2022 1:43 AM
  To: **** ****
  Subject: Re: Tickets Refund

   

  Thank you for your note, ****.

   

  I am still vacationing with my family at Bass Lake, and my cell service is very poor this year. Typically I can make and receive phone calls at Bass Lake, and even set up a Wi-Fi hotspot for my kids to use. But not this year.
  
  I don't feel that there is anything to discuss. I reserved front row, lakeside seats, that were occupied by other families when I arrived.

   

  I told Laura Taylor that I was going to collect my family and leave the celebration. She told me she wanted to make it right, and would refund my 18 tickets.

   

  So we stayed. Then she reneged on that offer later in the evening. Another bait and switch, just like the "reserved" seats we paid for, but didn't get. 

   

  I am entitled to a full refund. If you give that to me now I will let this episode pass. If you don't, then I will dispute the charge on my credit card as fraud of my credit card as fraud. Frankly, I don't want to think about that horrible night anymore. It just makes me get angry all over again. And angry people leave bad reviews for the businesses that treat them poorly. That is not The road I would prefer to go down. 

   

   

  *** Gullicksen
  (415) 370-5277

   

  On Thu, Jul 7, 2022, 4:35 PM **** **** <m****@basslake.com> wrote:

  Hi ***,

   

  Good afternoon. This is **** ****, the GM and owner of the Pines Resort. I left you a voicemail yesterday and am writing this email to make sure that it was received.

   

  I first off want to apologize personally for the mix up with your tables. It really was a mistake that our banquet captain made with the seating chart. This is a very rare occurrence, and we will address the situation to ensure that this never happens again.

   

  Please give me a call directly on my cell phone so that we can resolve this issue. 612-402-9389. You are a valued guest and we do not want you to have feelings of resentment towards the Pines.

   

  Hope to hear from you soon.

   

  Best regards,

   

  **** ****

  General Manager

  The Pines Resort & Conference Center

  612.402.9389-Cell

  559.642.3121-Pines Resort

  m****@basslake.com-email

   

  

  Please also see the attached ticket disclaimer on the ticket sales for this event.

   

*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. ↩