ComplaintsforWilderness Lakes Preserve

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to dispute the decision to suspend my thousand trails membership. The decision to suspend my membership was retaliatory and unjustifiable.Some of the staff members at Wilderness Lakes have shown prejudice and discrimination towards our family. I am of Native American decent and my husband is African American. They have been rude, disrespectful and unapologetic even when they have been found to be in error at times.They have gone as far as to tape our front door on our rig to see if we stay in our trailer every night. When I asked why they were taping our door, ranger ***** said its because we are checking to see who is just dropping off their trailer and using it as a storage place. I explained to her that Im a business owner and work late nights and come in for the evening after theyve closed the front gate at 9pm. I also have small children so it requires me to get up early and get them to my shop for their 1st online class which is before they open the gates in the morning 9am. She flat out said she didnt believe me and stated that if she can prove we arent staying there every night then we will owe them $30 per night for our entire stay. I was appalled at how she spoke to me. I was spoken to like a lower class citizen and she tried to intimidate me by getting loud and acting as though she had the right to harass us in this manner because there wasnt anyone who was gonna stop her.They have recently charged us for a visitor who is only dropping off supplies but not staying. They have made us put out our grill because we used a small fire starter log to light our charcoal with (which is its intended use). Ranger ***** also threatened to charge us for using the online check-in system to come in after 9pm on a day were scheduled to be in the park. When I asked her why? Her response was because it causes more work for us rangers in the morning when we have to go around to see who came in during the night. No other park has ever said that to us and when I called member services they said thats not accurate and she was wrong but she never apologized or cleared up the matter with me.They have also stated on this letter that we stayed longer than the allotted 14 days when ** actually allowed 21 days with my membership and 2 additional extended stay weeks. Which they actually approved the extended 3 day stay on-site due to a member services scheduling error that took us 3 days over. They have also charged us late check out fees even when the circumstances were due to a health condition that ended up with my husband in the hospital.So as you can see this tension has been building between my family and these few rangers on-site over the past few years. Weve always tried to keep our cool, work out our differences and not complain about the unfair mistreatment.On the morning of Nov. 1st my husband had just been released from the hospital (hes an end stage renal disease patient), our truck had unexpectedly broken down and we returned 30 minutes after the check out time when we informed the front desk we were running a little late because we had to go rent a truck to get the trailer out of the park. The ranger on duty at the time (****) responded callously well youre gonna need to pay the late fee in order to go in and get your trailer. I couldnt believe that she had no empathy for our situation and only wanted the money at the gate or no re-entry to retrieve our trailer. I asked her if there was any way they could make an exception given the circumstances? She said No! The rules are the rules. I said fine, charge it to my card on file. Then when she told my husband (who was following me in the truck rental) the same thing he asked if there was any way they could possibly waive the fee being that these were excruciating circumstances and not normal conditions for us. She snapped back at him and said No.. thats the rules! The conversation escalated quickly and a few minutes later when the manger came out she automatically jumped to her rangers defense without even hearing the conclusion of the whole matter first. Thats when the manger said, fine sir we wont charge you the $30 but Im putting a warning in your file. He walked away believing that she was only putting a warning in the file but then we were blindsided this morning when we woke up to an email saying we are being suspended effective immediately.We were supposed to be checking back into Wilderness Lakes today 11/15/2023 and the letter is dated 11/14/2023 leaving us no warning and no park to go to and we are 100% RVers with small children and a dog so other accommodations require planning. I have never had any issues at any other park only at Wilderness Lakes so to suspend our membership across all parks with no warning is just cruel and inhumane. It shows that there is a level of prejudice and retaliatory action was taken against our family.We are asking that you reverse this decision as we are loyal customers that pay our dues on time and had the hopes that this would be a lifelong relationship between our family and Thousand Trails.

  Business response

  11/20/2023

  Dear ************,thank you for contacting us regarding your Thousand Trails membership. It is our understanding that your membership was suspended for violations related to abusive language towards staff and circumventing length of stay rules for your membership, which were documented by the staff at Thousand Trails Wilderness Lakes on November 1st. This suspension will be lifted 30 days after it was issued, and you will regain full access to your membership. Thank you again for contacting us.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction 10/10/22 Hi so I recently bought an rv, and my friend told me about wilderness lakes here in Menifee. So I went to the resort and got a flyer for a membership. Which stated 699.00 for a year membership. So I called and I talked with shawna, which she was too much energy for me as my father had just passed away. Aways somehow I got signed up for some upgraded membership that's life time membership which is 10k and 72 months worth of payments which I never remember hearing. I put 1000 down which I thought was towards my 699.00 annual membership and rent. I don't ever remember her telling me they were going to finance me 9k to my credit, so now my credit score went down. Is this legal? And now I can't make any reservation or can't go check into my.reservation I've already made until I bring my account to current. Which I have no problem paying my rent portion but the other 200 dollar upgraded lifetime membership payment, I don't feel is right because I didn't ask for no lifetime membership as I had just bought my rv and wasn't even sure if I was gonna do the rv thing full time. Any help would be appreciated, they have denied my request for a mangers review, so I have asked for sales phone calls review because I really don't feel like this is right. Thx, BK

  Business response

  02/22/2023

  Dear Mr. ****, thank you for contacting us regarding your Thousand Trails membership. It is our understanding that our member services team has reduced your membership to our basic camping pass membership and processed a full refund of the membership upgrade you purchased in the amount of 1000. Please allow 1-14 days for this refund to appear on your credit card statement. It is also our understanding that you were able to make a reservation with our member services team. Thank you again for contacting us.  

   

  Thank you, and have a nice day,

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

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