ComplaintsforMayberry Campground, LLC

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 17 Jan 24 i made a camping reservation at Mayberry campground for our 34 foot rv. I was initially assigned site 6 and paid a $50 deposit. After reviewing the campground map I didn't care for that location. i called the campground to see if there was another site available. The only site was 71, so I took that one. When we arrived on 9 Jun 24 and went to the site, to my dismay it was too small for my RV. A camper from accross the road came over. He looked at the site numbers and argreed that 71 was to small for my RV. I went back to the office and explained the situation. According to their records that site would hold a RV of 42 feet. Nobody offered to go to the site to verify my claim. They offered to see if another site was available, but frustration on my part had set in and I asked for a refund of my deposit and called another campground which had a site available. The lady in fhe office said she could not authorize the refund and that I would have to talk to ***** (not sure of the spelling) the next day. ***** called me the next day and we discussed the situation. She agreed to give me a $50 refund. However. the credit card I used is no longer valid and has been replaced by another card due to issues with questionable charges. I called ***** today 17 Jun telling her I had not seen a credit on my credit card. She said the submitted the request but it was voided and did nothing more. She said the ONLY way they could give me a refund was to the original card I used. This policy is totally absurd. Since ***** agreed to a refund, request you require Mayberry Campgound to provide me a refund by some other means.

  Business response

  06/17/2024

  On January 17th at 12:17 PM I took a reservation for Mr. *************************** to come stay at our park checking in on June 9th and out on June 11th with his 34' fifth wheel .  At this time, per standard procedure, a $50 deposit was taken to guarantee his reservation.  When ******************** called to change his site from pull thru site 6, he was given options and chose to switch to back in site 71. Site 71 is adequate for campers up to 42' and has hosted campers of that size on multiple occasions without issue. However, after checking in, ******************** didn't care for that particular site which is fine, everyone has their own personal preferences.  Upon returning to the office after seeing site 71, he wouldn't allow office staff to give him other options that he could have chosen from as he was adamant to leave instead.  Therefore, we didn't have an opportunity to resolve his concerns and let him choose an alternate site of his preference.  These events took place on a Sunday so when I returned to the office, I pulled ******************** account and gave him a call Monday morning.  I was informed that the card he used to pay the deposit was no longer active.  I informed ******************** that I would attempt to process the refund but couldn't guarantee that it would process through his bank with the card now being inactive as merchant services requires refunds to be processed to the same card initially used.  As an alternative, if the refund wouldn't process, I informed him that we could keep his full deposit on file for use at another time so nothing would be forfeited. Our cancellation policy states that in order to qualify for a refund there has to be two weeks advance notice and that there is no refund for early check outs. However, I still tried to process a refund to reach a resolution and offered an alternate option since his card had been cancelled.  This morning, June 17th, ******************** contacted me to let me know the refund hadn't processed.  I informed him that I would try again in hopes the bank would process it to his account.  Also, please keep in mind that ******************** was using a Passport America discount for two nights that is equivalent to 50% off of those nights in addition to one night at 10% off that we offer for Military, First Responders, AAA and Good *** members.  It is my opinion that every effort was made to accommodate ******************** at his refusal.  Mayberry Campground has been in operation since 2007 and has an A+ rating with the BBB.  We are a small business and work diligently to accommodate our valued guests and be an asset to our community.

  Customer response

  06/18/2024

   I am rejecting this response because:  First of all where did The passport American and military discount reference come from?  That has absolutely nothing to do with this claim.  Guess it is an attempt to distract from the issue.  Also I was not told they would hold my deposit for future use.  I am from ******* and will never be in the area again so it would be of no use to me.  The bottom line is she agreed to give me a refund or she would not have tried to process it through my old credit card.  Since it would not process she is now using the policy excuse for not giving me the refund.  She should have done that in the first place and not agreed to the refund.  She should be held to her decision to give me a refund.
  
  
  

  Business response

  06/19/2024

  ******************** was absolutely informed that we would hold his deposit for future use as I spoke to him personally on the phone.  That was an alternate option given after multiple attempts to process a refund failed due to the card no longer being active which is beyond our control.  Again, although it goes against our policies that are posted online and in office, I still tried to process a refund to accommodate ********************.  ******** services requires refunds to be processed to the same card used initially at the time of reservation.  Therefore, when I attempted to process the refund, it was voided by merchant services due to that credit card no longer being active.  We also made every attempt to reach a resolution in person.  Not distracting from the situation at all but it's a fact that ******************** would receive 50% off for two nights in addition to 10% off of the third night, was attempted to be offered alternate site options to choose from but adamantly refused to be given other options, refund attempts were made to a card no longer active which is beyond our control, the $5.70 paid in cash at check-in was refunded before departure, and an alternate option to keep the full $50 deposit on file to use at another time was given.   We have tried diligently but exhausted all options to satisfy ********************. 

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