ComplaintsforMedina Wildwood Lake KOA

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been seasonal campers at Medina wildwood lake koa for two years. Oct of 2021 we paid our deposit of $300 to keep our spot for this year coming 2022. Our contract states that is too com off your yearly fee is considered winter storage. So we paid fast forward to march of 2022. We found out my husband’s job wants him available on weekends so we called the koa spoke to the manager Stacy she said thanks for calling we could make arrangements to come and get our belongings off our site. 30 min later she called back and said you will owe us 300 before we could get in to get our shed deck and gazebo. We read the contract and it says nothing about a fee . Our site doesn’t have to be pAid till April 15 2022. We asked where it said that with no answer. Also told we owe our last electric bill form Oct 2021. That is because the meter wasn’t read before we left for the winter. Ok good I’ll pay that. But the next day the owner called and said bring cash no check or debit card. This is an intractable transaction. We called the local police near the campgrounds they said they won’t meet us there to talk. So now we are on our own trying to get our stuff back. We are going april1 2022. To try to reason with him. This is so unfair we have been nothing but quiet campers. No issues till now. We understand they are going to keep our initial deposit but the second three hundred dollars is fair.

  Business response

  05/03/2022

  Business relayed to BBB:

  **** had signed up for a seasonal spot for 2022.  She called and cancelled but it was definitely past when the second payment of $300.00 was owed on February 1st.  She did pay and she got all her stuff out.  
  
   

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We followed all of the requirements for canceling our camping reservation, especially in our emergency situation. As the policy states, we called more than 48 hours prior to arrival - immediately following our devastating and traumatic truck and RV accident. The campground also required a copy of the accident report and the police report, both of which I personally drove to the location, in order to process our full refund. In addition, we were assured by Stacey S******* (Store Manager) that we would receive a full refund because of the extenuating circumstances, in addition to our site being rented by another family, and following all of the above guidelines. Likewise, we were told by both Kim and Caitlin at the KOA Global Lead Corporate Customer Service Offices that we followed the company policy for a full refund, as stated above. I have now been trying to reach the KOA Medina/Corporate Office for more than a month, by phone/email, with absolutely no communication or resolution.

  Business response

  09/17/2021

  Responding via postal mail.  Thank you

  Business response

  09/20/2021

  ****** * ***** ******** Lake Family Campgrounds Inc. is in disagreement with Complaint ID

  #********. ***** ****** asked for a full refund on a reservation that she was not entitled to according our campground cancellation policy. Please review the following facts to support that the customer was adequately aware of the cancellation policy:

  Mrs. ****** made a reservation for a site on 8/25/2020 for 8/8/21 - 8/12/21. Attached is a printout of the confirmation (Exhibit A) that Mrs. ****** received. Under the campground cancellation guideline it clearly states if a cancellation is made within 10 days of arrival, one night is forfeited as a cancellation fee. Mrs. ****** cancelled 3 days prior to arrival on 8/5/21. We refunded her everything she paid minus one night ($77.91) as stated in the cancellation policy. Exhibit B shows the refunds she already received. I find it troubling that in all the documentation that Mrs. ****** provided to your office, our cancellation policy was not included.

  In addition Mrs. ****** was never told she would receive a full refund, but she would receive everything back she paid minus the one night (in accordance with our cancellation policy) nor was she asked to bring in documentation of the accident to our office.

  In summary, Mrs. ****** made the reservation fully made aware of the cancellation policy and is asking for an exception.

  Please understand we are a small business, with limited season in which we operate. It is unfair for a customer to ask for a refund based on their lack of reading a clearly stated cancellation policy that was provided when making their reservation.

  Thank you for taking the time to review our information and allow us to explain our side of the situation as we take this matter very seriously.

*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. ↩