Complaints

This profile includes complaints for Big Cedar Lodge's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Big Cedar Lodge

  612 Devils Pool Rd Ridgedale, MO 65739-9730

• 

  Big Cedar Lodge

  1368 Long Creek Rd Ridgedale, MO 65739-4259

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:12/13/2023

  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.

  This place is extremely expensive. Beware when you book and cancel even with a month’s notice they will take a $100 fee out of your booking for themselves. These folks are money hungry and greedy. I know they aren’t fully booked on a Sunday night in mid January. I won’t be back and I’ll tell everyone I know of this policy. I don’t want to support misleading businesses, and word of mouth counts for something even though you act like you couldn’t care less on the phone today. They told me when I cancelled 25 days early they were keeping $100. Was never told that when booking. They said no matter when I cancel if before 21 days before the trip they keep $100. If after, it’s all of it. I was only informed about the 21 days or closer to time that I wouldn’t get a refund, but not informed they would keep $100 any time before!

  Business Response

  Date: 12/15/2023

  Re:
  Company: Big Cedar Lodge
  Consumer ****, *****
  Complaint #********
  
  Dear Better Business Bureau,
  
  Thank you for reaching out to Big Cedar Lodge.  The guest in question (complainant #********) booked their reservation through our online reservation system and during the booking process, the guest does have to agree to the cancellation policy for booking with Big Cedar Lodge.    
  We have included the information displayed during the booking process as well as a copy of their confirmation that includes the cancellation policy sent to the guest once reservation is completed.  When guest reached out to cancel their reservation, guest was held to the policy they agreed to during the booking process which included the cancellation fee of $100.00.
  Please let us know if there is any additional information needed.

  The cancellation policy as it is displayed during the booking process as well as an excerpt from the confirmation the guest received after booking are included in the attachment.

  
  
  Kindest Regards,
  

  ***** ********
  Big Cedar Lodge

• Initial Complaint

  Date:10/08/2023

  Type:Billing 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.

  Hi. A year or two ago, I signed up with big cedar lodge time share, $3000 for 2 years. Ive booked 2 stays there using my points. Back in July or do, *********************** was coming to big cedar lodge. I bought 2 tickets with plans to just stay st a motel 6 or something similar. But here comes my time share people who said hey! We can put you up in a nice condo overlooking a golf course! So I was like sure that sounds very nice! So she booked me into, with no mention of ME paying for it, she was putting me up in the room. About a month or so later I get a bill charged to my card for big cedar lodge gor $1200!! I disputed the charge, told my credit card company I hadnt stayed at big cedar lodge since like **** when my son was around *****. So I called big cedar and told them I do not owe them that money. On snd off now for like a year or more I have disputed the charge, through the credit card company (chase) s as nd through big cedar. They remove it from my charge card snd the next thing you know theyve once again charged me $1200,00!!! This is absolutely driving me insane!! If theyre going to put me up into s condo that is on THEM yo pay for it not me, I didnt ask for that room!!! That is the only thing I can think of that has caused an illegitimate charge to COnSTANTLY occur on my credit card every other other month! I havent stayed at the actual big cedar lodge since like **** when my son was around 10!!!!! SOMEONE STOP THIS FROM HAPPENING!!! I have dealt with the credit card company and I have dealt eith big cedar lodge for like going on 2 years! Snd might I add that big cedar NEVER sent me as n invoice for these charges!!!

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This complaint is about the Anglers Lodge. The room assigned to us was 417. The first night I locked the door with the deadbolt. When we went to leave we were unable to open the door. I called the front desk and the person told me there was no one on property to help us get out of the room!!!!! This is a very dangerous situation! if one of us had a medical emergency no one on the property could open the door. If there was a fire we could not get out! We had to wait for someone to come from Big Cedar to help us. This has been very traumatic. When we checked out I asked if management knew of this situation and I was told they were aware. No one reached out to us! They could have appologized, nothing was offered. I would NEVER stay there again! I do expect someone to contact us....sad we have to request that they contact us!

  Business Response

  Date: 09/27/2023

  Hotel GM Spoke to the guest on 9.26.23 at 2:11pm.
  ****************** said he was very thankful that I called him back. His biggest concern was making sure the hotel had a quicker and more efficient way of opening the door so that if it ever happened again in a real emergency, the door could be opened sooner. ****************** stated that he knew it was probably a freak accident and nothing was intentional. I apologized to the guest multiple times and did let him know that since opening that was the first time that I have had that situation. He mentioned that his wife was claustrophobic and that was the biggest issue and was making things worse. To make things right, we offered ************ a refund on his first night stay. I also emailed him from my email and told him that if he booked again, I would be happy to help him and book the reservation directly for him. He was happy to hear that and did mention coming back. He mentioned during the call that the staff was very accommodating and did everything they could to resolve the issue as quickly as they could. 

  Customer Answer

  Date: 09/27/2023

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

• Initial Complaint

  Date:02/16/2023

  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 have been trying to get in contact with them since November. The condition of the concert I attended was horrible. I bought tickets and a parking pass online. This is venue is 3 hours from where I live. We arrived on time. No one checked our parking passes that I paid for.  We waited 2 hours to get on one of the last buses. We saw only 20 minutes of the concert by the time the bus got us there. People were tripping and falling all over the place, myself included. The pathways were not lit. We waited 3 hours after the concert to get a bus back to our car. I spent over $700 dollars on this concert and have not been able to contact anyone from the venue to voice my concerns or let my experience be known. I have attempted to contact them several times with no response.

  Business Response

  Date: 03/06/2023

  Traffic getting to the venue was heavy as expected and promoted in advance. We apologize to those who were stuck in traffic or had trouble making it to the event.  The Friday night traffic issues were in part due to **** commandeering our shuttles to use for the Florida Hurricane relief/response.” The guest experience is our top priority and will continue to be as we make plans to better the experience for future events. For refund information and eligibility requirements regarding the ***** ****** show on 9/30, please reach out to your original point of purchase. We have provided your contact information as well to ticketmaster to hopefully expedite your concerns. 

   

  Customer Answer

  Date: 03/08/2023

  Complaint: ********
  
  I am rejecting this because:

  My complaint and refund only applies to ******* ***** ******** arena venue as they were solely responsible for the parking ticket and the conditions of the venue itself, which between, unprepared grounds at *******., poor lighting, not enough buses, etc. Those were the issues that caused us to miss concert. It has nothing to do with whom I purchase the tickets from. ******* ***** ******* arena needs to take sole responsibility for issueing these tickets being refunded
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair 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.

  ***** ****** Concert - September 30,2022 - ******* ***** ****** ***** - Ridgedale, MO 4 tickets and 2 parking passes were purchased through ************ for the ***** ****** Concert. An on-site parking pass was purchased the same day as the tickets as an "add on". I noticed that the date on the parking pass was for Saturday but I assumed it was a mistake on their end since I had done an "add on". The date never changed and by the time I was able to get help on ************ all the on-site parking tickets were sold. I was confirmed a refund for the on-site parking but have yet to receive it. Hence the purchase of the ***** **** Parking. Date of the event: We arrived in Branson at 4:30pm. We did not get to the ***** **** Parking lot until 6:00pm due to traffic. We did not get into the concert until 9:00pm due to the shuttle situation(concert began at 7). There were not many shuttles and the shuttles were waiting in traffic with the traffic that was going to the concert (only one entrance to the ***** **** parking). Our parking pass was never checked. Concert goers decided to walk to the venue which was extremely hazardous. Once at the venue, at the restroom (a circle of porta pottys) there was no water at the wash station to wash hands. After the event while waiting in the chutes to get on the shuttle, the restroom situation was dire and concert goers were going in the woods and going to the restroom. Nov 4 Sent an email to Big Cedar (after not hearing anything back from ************ -- they filed a claim with Big Cedar for me) Nov 8 Responded that they needed information from me. Nov 8 I emailed them the needed information Nov 13 I emailed in regards to the status of my refund. No response Nov. 15 Called Big Cedar - rep stated no phone # to give me to talk to I understand that I am probably not the only customer that they are having to deal with due to issues that Friday night but their company sold a service that was not provided in a manner that is acceptable.

  Business Response

  Date: 12/01/2022

  Traffic getting to the venue was heavy as expected and promoted in advance. We apologize to those who were stuck in traffic or had trouble making it to the event.  The Friday night traffic issues were in part due to **** commandeering our shuttles to use for the Florida Hurricane relief/response.” The guest experience is our top priority and will continue to be as we make plans to better the experience for future events. For refund information and eligibility requirements regarding the ***** ****** show on 9/30, please reach out to your original point of purchase.

• Initial Complaint

  Date:10/27/2022

  Type:Service or Repair 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.

  We purchased tickets to the Garth Brooks concert for $108.75 each. At the venue there was no handicapped parking, seating, or handicapped accessibility. People were walking miles on uneven terrain to get to the concert. There was no way that we felt would be able to attend due to these things.

  Business Response

  Date: 11/15/2022

  The safety and comfort of our Thunder Ridge guests is our utmost priority.  Out of an abundance of caution in preparation for our  Garth Brooks opening weekend, we prepared a plan including seating to accommodate three times the  minimal Missouri ADA seating requirement.  We have issued refunds on-a-case-by-case basis to ADA guests who were dissatisfied and hope they will return for upcoming shows. For refund information and eligibility requirements regarding the Garth Brooks shows, please reach out to your original point of purchase.

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service 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.

  We purchased tickets for Garth Brooks at the Thunder Ridge Nature Arena attached to Johnny Morris' Big Cedar Lodge. I called the Lodge and the Nature Arena and asked if it was truly ADA adaptable as his website states it is. I was told that it surely was. My husband is a disabled veteran, PTSD, two blown knees from the Gulf War, anxiety, stress issues, etc. He thought since it was outside he could make it. We had parked at the Fruit Farm but as he is on a walker and his back and knees give out quickly we were moving slow to get to the arena. My daughter, grandson, and son in law had gotten there before us and we were halfway to the Arena and my daughter called and informed me she didnt think his walker would make it thru the 6-8 inches of peagravel he would have to go through. No concrete walkways. They told me that they would come get us and take us to the arena on a golf cart, i left my name with her and she said to call at the number i called. I did and never got anyone to answer. We were also on the hillside but it was not told to us that the hillside was so straight down. My daughter said they got their blanket sat down, my grand son and son in law began sliding down the hill on the blanket. My husband and i determined he couldnt handle the crown, 20,000 people, couldnt sit on his walker for fear of rolling down the hill, and still couldnt get his walker through the pea gravel. I bought insurance on my tickets and was denied a refund. My husband was so upset after we made it home to Arkansas i had to take him back to the VA in LR.

  Business Response

  Date: 11/01/2022

  The safety and comfort of our Thunder Ridge guests is our utmost priority.  Out of an abundance of caution in preparation for our  Garth Brooks opening weekend, we prepared a plan including seating to accommodate three times the  minimal Missouri ADA seating requirement.  We have issued refunds on-a-case-by-case basis to ADA guests who were dissatisfied and hope they will return for upcoming shows. For refund requests please contact your original point of purchase. 

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair 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.

  We attempted to attend a concert on Friday September 30th, 2022. We were unable to get into the venue due to traffic issues and the venue was very under prepared. They sold entirely too many tickets for what this venue can handle. They had us pay for parking 3 miles from the venue. After waiting an hour to get parked we couldn’t get on the shuttle because of the thousands of people waiting to get on the shuttle. People told us they had been waiting for 3 hours to get on a shuttle. We began walking to the venue down Hwy 86 because we knew it would be the only way to get there. People meet us along the way and told us it’s not worth it. They made it to the venue but were going to have to wait another 2 hours to get inside the venue. By the time we walked 3 miles and waited to get into the venue we would never have made it before the concert ended.

  Business Response

  Date: 10/17/2022

  Traffic getting to the venue was heavy as expected and promoted in advance. We apologize to those who were stuck in traffic or had trouble making it to the event.  The Friday night traffic issues were in part due to FEMA commandeering our shuttles to use for the Florida Hurricane relief/response. The guest experience is our top priority and will continue to be as we make plans to better the experience for future events. For refund information and eligibility requirements regarding the Garth Brooks show on 9/30, please reach out to your original point of purchase.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair 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.

  Thousands of us ticket holders were unable to make it into the Garth Brooks concert at Thunder Ridge Nature Arena due to: they oversold the event, traffic and parking were a nightmare. We sat in traffic for hours and then never made it into the concert due to parking and shuttling. I, along with thousands of other people, now have Ticketmaster tickets that are still unclaimed because I could not get into the venue. Please google this or look them up on Facebook. I want my money back for my 6 tickets. I bought eight tickets. Two of them were claimed because I transferred them to a friend, but the other 6 were never claimed/scanned because we couldn’t get into the venue.

  Business Response

  Date: 10/17/2022

  Traffic getting to the venue was heavy as expected and promoted in advance. We apologize to those who were stuck in traffic or had trouble making it to the event.  The Friday night traffic issues were in part due to FEMA commandeering our shuttles to use for the Florida Hurricane relief/response. The guest experience is our top priority and will continue to be as we make plans to better the experience for future events. For refund information and eligibility requirements regarding the Garth Brooks show on 9/30, please reach out to your original point of purchase. We are aware some guests were not able to get into the venue because of the traffic issues; however, the number that has been reported of “thousands of guests not able to enter” is not accurate. We have scanned ticket counts and recognize some guests were not able to make it in time and we are offering full refunds to those affected guests.

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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 went Friday night for a concert. I am disabled and they refused me to bring in my chair. They put me in an area that many people were standing in front of us. They encouraged people to stand up. I was unable to see or enjoy the show. They also would not let anyone leave the ADA parking lot. I felt I was held hostage for 3 hours trying to leave the parking lot.

  Business Response

  Date: 10/27/2022

  "The safety and comfort of our Thunder Ridge guests is our utmost priority.  Out of an abundance of caution in preparation for our  Garth Brooks opening weekend, we prepared a plan including seating to accommodate three times the  minimal Missouri ADA seating requirement.  We have issued refunds on-a-case-by-case basis to ADA guests who were dissatisfied and hope they will return for upcoming shows."

  Customer Answer

  Date: 10/28/2022

  Complaint: ********
  
  I am rejecting this response because: I want a full refund of  $327.40 that I paid for tickets for me and my wife .they're seating for ADA was inadequate for us to be able to see any of the concert because of everyone standing in front of the ADA seating and then held ADA parking from exiting for over 3 hours .IT was a nightmare !
  
  
  
  Sincerely,
  
  ***** ******