Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  I booked a cottage for summer 2023 and received a confirmation on July 30, 2022. However, our deposit check of $930 has not been cashed. On 9/24/22, I emailed the manager to ask if he received it. No response. I have emailed repeatedly, left messages on Pilgrim Beach Village's Facebook page, and have left at least half a dozen detailed voice messages. No response. All I need is acknowledgement that the check will be cashed within the next week. Also, an apology for not responding to a long-time customer's inquiries would be greatly appreciated.

  Customer Answer

  Date: 01/19/2023

  The manager of Pilgrim Beach Village texted me at 5:10 AM on 1/9/23 after I emailed to let him know I was filing a complaint with the BBB. His text stated: "Good Morning, we never received a check from you. The time period you wanted was given to someone else. Days cottages down the street may have a vacancy for time period you wanted. Thanks ****." I have been asking if they received the check for months. I had a confirmed reservation. On Google reviews, two other people posted similar experiences with **** *****, the manager. (Attached.) I had to pay $35 to stop payment on the check that they claimed not to receive. When I shared my experience on their Facebook page, I was blocked. People need to be warned about this business and this manager. The actions I am requesting:1. The BBB makes people aware of my complaint against them on your site.2. Pilgrim Beach Village sends me a check for $35 to cover the cost of canceling the check they refused to answer about for months and months until I said I was contacting the BBB.3. Pilgrim Beach Village apologizes for mishandling our reservation, canceling it without informing us, and for poor customer service. Thank you for considering this matter. Sincerely,Donna Merritt  

  Business Response

  Date: 02/09/2023

  However, if you really have contacted an attorney over a reservation that you never paid a deposit on, please ensure they are aware of the following facts.
  It is the policy of Pilgrim Beach Village that all deposits must be paid at the time the reservation is made.  This preliminary reservation was made on May 18, 2022.
  In an email from the manager to you dated May 19, 2022, he said, "I put you in for July 22-29  2023 where you do not have to put down a down payment until July 22 of this year."  It was generous of him to give you a three month grace ****** for paying the deposit.
  
  In an email from you to the manager, also on May 19, 2022, you said, "Got it! Thanks!"
  You never paid the deposit in July 2022.
  
  The owners have instructed the manager that if a rental ****** ends one year without a reservation and deposit for the following year, the rental ****** is considered available and may be rented.
  We have a waiting list of people who are eager to book vacancies and pay the deposit or even the full amount at the time the reservation is made.  Many customers, and all of Airbnb customers, actually pay the full amount at the time the reservation is made.  I'm not aware of any lodging facilities that allow someone to hold a reservation without any deposit.
  In your email to me dated January 16, 2023, you stated that you first contacted the manager in September about a deposit check you supposedly mailed in August.  You've been told that check was never received.
  Pilgrim Beach Village should not be liable for any stop payment fee for a check that was never received just because you said, "the check was in the mail."
  I'm very sorry this happened, but you should have paid the deposit in July when you were there in person like you were supposed to.
  I will also be forwarding all this information to Pilgrim Beach Village's longtime attorney.
  
  Regards,

  Pilgrim Beach Village

  Customer Answer

  Date: 02/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****