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:04/10/2025

  Type:Sales and Advertising 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 were pressured into signing a contract with Rocky Fork Ranch, LLC during a visit to their location after meeting them at the **** ***** ***** They offered a “free day pass,” but once we arrived, it turned into a high-pressure sales pitch that lasted hours. We told them multiple times that we needed time to think about it, but they insisted the deal was “only good for today” and used our kids as emotional leverage—saying things like “your kids will love it” and “this is the best thing you could do for your family.” After hours of mental exhaustion, we finally signed just to get out of there. Once we got home, we immediately realized the financial burden this membership would cause. Within a couple of days, we tried to cancel, but it was nearly impossible to get through to anyone. When someone finally called back, they tried to sell us an upgrade instead of helping us cancel. We said we couldn’t even afford the original plan and wanted out, but we were told to call another department—one that never answered and never returned our messages. Despite trying to cancel immediately and never using the membership once, we were told we still owed the full amount. Now, we’ve been informed that the $14,955 balance has been turned over to a collection agency. On top of that, we’re being told we’ll have to pay an additional $1,000+ in maintenance fees before we can even begin the process of canceling. This is absolutely unacceptable. We have made multiple, good-faith attempts to cancel. We are not asking for any refunds. We just want the membership canceled and the credit damage reversed

  Business Response

  Date: 04/15/2025

  Dear ******** *** ********
  Thank you for your communication on April 10, 2025. We would like to address your concerns as communicated:
  

  1. Cancellation – Our records show that the first notification we have on record was dated November 20, 2023 when you called into Member Services where they informed you that the loan would need to be paid in full prior to the cancellation. We have allowed cancellations within five (5) days of purchase to be cancelled, which is past that period.
  

  2. Day Pass – our records show that you were promised an electronic **** card of $50; cabin stay certificate for 2 nights/3 days; and an **** ****** Certificate of $500, at the time of confirmation. Additionally, the refund of your $40 deposit via a **** card for attending a day tour. Please see below where you signed accepting the promised gifts for attending. Additionally, please see the copy of the invitation email you received from the fair below stating it was a: no RV; day tour booked at Rock Fork Ranch by ****** ****** ****. 
  

  3. Reservations Usage – Our records show an RV site check in from Aug 22-25, 2023 as your first reservation of your membership and a cabin reservation from Aug 23-25, 2023 utilizing the certificate provided for touring.
  

   

  4. Contact – Our records do not show that you reached out to us during your cancellation period but if you have anything in your phone records that you would like to provide us, we are happy to take a look at what you can provide us.
  

   

  5. Payments - the banking information on your account shows it was moved to ******* ******** account on Oct 3, 2023 and that we were notified of NSF on your first loan payment on Oct 4, 2023 for your Oct 2, 2023 payment. On Oct 4, 2023, our records show that you placed your ******* on hold status and moving to statement form of billing. We show that Nov 3, 2023, you attended an upgrade presentation and shared that you were struggling now and want to experience what you have.
  

   

  It is our goal for you to use your membership fully as intended. Once your account if paid and in good standing, we are here to assist you on making those next vacation memories. Should you have any questions or concerns, please feel free to contact us at the email address ******************************** 
  

  
  

• Initial Complaint

  Date:11/06/2023

  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 was told when purchasing this campground package that it was a year round pool and campground. Now the pool is closed and no water if you want water you have to drive to Newcomerstown Ohio a 20 minute drive that you would have to get water If you are not there 24 hours a day they fine you even when you ask to leave because the internet and was told that you could leave as long as you return within 24 hours and still was finned

  Business Response

  Date: 11/14/2023

  Thank you for the opportunity to address your concerns. First, I would like to apologize. We should have done better in advising you that the indoor pool was being closed for annual maintenance. You are correct that we have a disconnect on communicating these items to our members. We take these items seriously and again am sorry for the inconvenience and disappointment this caused your family and your vacation. Our takeaway from this is that through our confirmation process and our website is to place a live calendar to advise members by resort our scheduled maintenance as far out as possible. This will not be able to cover everything but believe it will be able to accommodate most. We will also provide the link to our website on our confirmation also for additional visibility. We appreciate your feedback. At Rocky Fork Ranch, we have 2 filling stations - one at the ranch house and one at the club house. We have researched and found that the new team member had misinformed you that water was not available. The resort manager updated them and had them reach out to you. I am unclear whether that was going to your site or calling. Either way, we understand that this caused a major inconvenience for you. Please know that this is not our typical service and are sorry. We will make sure that our team members are aware and are looking at signage. Additionally, should you have questions, we do have an “after hours host” phone number that you can call, and we have more seasoned staff handling those calls. Regarding the unattended camper fee, the member guidelines state that you may not leave your RV unattended overnight. Your fee was greatly reduced in a compromise to resolve the issue, since you did leave your RV unattended for multiple nights. For your inconvenience, I will have my team send you something for your inconvenience. Should you have any questions or concerns, please feel free to contact us at the above email.  

• Initial Complaint

  Date:11/06/2023

  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 scheduled a camping trip from 11/2-11/5 and there is no water that we can hook up to our camper we called and asked what the issue was and they told us that the water was shut off November 1st we then proceeded to ask if there was a filling station and they told us we would have to drive to newcomerstown to fill up. The pool is also closed. They need to make people aware of this stuff especially after we just upgraded our membership in August. A phone call would have been nice. I now feel as if we were lied to and taken advantage of. I would like others to know this so they also aren’t taken advantage of and they know what to expect as this was said to be a year round hookup rv park.

  Business Response

  Date: 11/14/2023

  Thank you for the opportunity to address your concerns. First, I would like to apologize. We should have done better
  in advising you that the indoor pool was being closed for annual maintenance. You are correct that we have a
  disconnect on communicating these items to our members. We take these items seriously and again am sorry for the
  inconvenience and disappointment this caused your family and your vacation. Our takeaway from this is that through
  our confirmation process and our website is to place a live calendar to advise members by resort our scheduled
  maintenance as far out as possible. This will not be able to cover everything but believe it will be able to accommodate
  most. We will also provide the link to our website on our confirmation also for additional visibility. We appreciate your
  feedback.
  At Rocky Fork Ranch, we have 2 filling stations - one at the ranch house and one at the club house. We have
  researched and found that the new team member had misinformed you that water was not available. The resort
  manager updated them and had them reach out to you. I am unclear whether that was going to your site or calling.
  Either way, we understand that this caused a major inconvenience for you. Please know that this is not our typical
  service and are sorry. We will make sure that our team members are aware and are looking at signage. Additionally,
  should you have questions, we do have an “after hours host” phone number that you can call, and we have more
  seasoned staff handling those calls.
  For your inconvenience, I will have my team send you something for your inconvenience.
  Should you have any questions or concerns, please feel free to contact us at the above email. 

• Initial Complaint

  Date:02/17/2023

  Type:Sales and Advertising 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.

  On 2/11/23, my husband and I visited Rocky Fork Ranch for a scheduled drive thru and after continuously stating that we needed to go home and think about the package options, they continued to pressure us into taking “advantage” of an “ownership” deal to be paid monthly for 72 months. They continued to give us “time to discuss it” while we were there, and I continued to express that I didn’t think it was a good idea. They continued to pressure us by offering discounts and vouchers and refused to stop the harassment. We were presented with documents and were not given enough time to go thru each section and were physically and mentally exhausted from their persistence for 2+ hours and we signed the documents. We attempted to contact them on 2/12/23 to request cancellation due to them not being clear about certain promotions and some misleading information, but could not get a hold of anyone. On 2/15/23, 3 business days after the documents were signed, and during the “cooling off” period, we were unable to reach anyone at their office, so we proceeded to not only mail a request for cancellation of agreement certified letter, but we also faxed and emailed the company with the mentioned letter of cancellation that ****** ******* ** ******* told us to send within 5 business days and that would cancel everything. But the rude manager called my husband and told him “you’re going to have to pay an attorney and still pay me” and was not trying to professionally solve the issue, since we were still within the 5 business days. They are refusing to cancel the agreement, for which we were not given reasonable time to read and were pressured to sign by 2 people, and are refusing to solve the issue, which we addressed within the time allowable by ****** ******* ** ******* to completely void this contract. They are misleading people to get a “deal” package by giving you a false “21 days free with no commitment”, and harass you while there until they brain wash you into signing.

  Customer Answer

  Date: 02/17/2023

  I want the contract agreement canceled 

  Business Response

  Date: 02/24/2023

  Thank you for this opportunity to address your concerns. We did receive your cancellation request with your rescission period. Our representative has attempted to reach out to you. Please reach out to the representative so that we can finalize your cancellation. Thank you.

• Initial Complaint

  Date:12/29/2022

  Type:Sales and Advertising 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.

  Sales presentation was misleading. We bought this in October of 2020 under the belief that we would be able to tent camp at no charge whenever we wanted and keep our camper (which we did not have at the time) for free during the summer months. We have already paid over $4000 towards the membership and were also charged maintenance fees up to $800/yr plus COVID expenses. These were automatically deducted from our account. We have been there once, this was a cabin stay, the cabin smelled like animals and was tiny, but we made the most of our time. We purchased a used trailer from our neighbors this summer, thought we would take it and soon learned we have to move it monthly and can not be gone more than a couple days. We were told we could leave, we pay $120/month FOR NOTHING! we have contacted them many times and tried to get out of this but were told we'd have to pay over $5000! they are basically stealing our money. the campground is not well kept, the sites are tiny, the amenities are all expensive. Horse back riding for $5+ for 2 minutes. The only thing that is free is the pathetic dirty mini golf with outdated dirty holes. This place is horrible. We aren't asking for anything, just to get out the agreement and they are unwilling to negotiate, this has become a financial burden.

  Business Response

  Date: 01/30/2023

  Thank you for this opportunity to respond to your concerns. We understand there is a lot of information in a short amount of time, and it can be overwhelming. During the signing process, reading of your contract, like any contract, so we can address questions is advised. During the presentation, you are shown the membership levels to choose from that best fit the services you desired before you ultimately choose your membership. 
  After reviewing your contract, the membership you chose allows for free Tent camping or cabin rental at member rate at our resort. You can stay up to 14 days at a time and must be out for 7 days between stays as stated on item 2. “Use Privileges” of your membership agreement.
  In your statement you said you were “charged maintenance fees up to $800/yr “ Your annual maintenance fee is about half of what you quoted and can be explained further by reaching out to our billing department at ************.
  Per the member guidelines, #34. Members may not leave an RV on site unattended overnight. This is to ensure site availability to all members. Regarding our amenities, we have several available at no charge to our guests including indoor and outdoor pools, hiking trails, planned themed activities, mini golf and driving range, disc golf, game room, and several sports courts. The only amenities that have an additional cost is the paint ball and horseback riding due to the increased cost of upkeep and maintenance and staffing for these amenities.
  Your experience in our rental cabin is not typical for our guests, and I do apologize that you feel it was unsatisfactory. We hope this was brought to the resorts attention so that we could address the issue. We are very proud of our resort and encourage you to voice any concerns to the resort staff if repairs or maintenance are needed.
  As you know, you cannot cancel while carrying an open loan for your membership. Once this is paid in full, we are happy to discuss options with you regarding your membership.

• Initial Complaint

  Date:06/13/2022

  Type:Order 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.

  see Attached document

  Business Response

  Date: 06/13/2022

  Hello,

  We have discussed this situation with the members multiple times. Their contract does not state they have a 4 year opt out listed in it. The member claims she has a page in her contract that states such. We have asked multiple times for a copy of the page they are referring to multiple times and have yet to receive anything. Once that document is provided we will be more than happy to produce the pay off amount in writing. We look forward to hearing from you soon to resolve this matter.

  Business Response

  Date: 06/28/2022

  On 6/15/22 we received a copy of the contract showing they do, in fact, have a 4 year opt out clause in their contract. Since that date we have tried reaching out on 4 different occasion. Each time the voicemail is full and we are unable to leave a message. If the members could please mail in a signed letter requesting to cancel and a payment of 4 years advance maintenance fees, in the amount of $1707.26, we will cancel the membership. Please mail the letter and payment to **** ***** ****** *** ******** ****** ** *****. Attention Member Services.

  Customer Answer

  Date: 06/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *** ******

  I will send out a check today and consider it done. Just FYI we clear out our voice-mail. Interesting once confronted with the truth of me having sent the documents that proved we have the opt out option, they decided they did recieve them but threw the blame on us. I never would have had to go thru BBB if they would have lived up to their part of the contract. Thank you for your help. I give TRA an F. Big fail. THANK YOU AGAIN !!!

• Initial Complaint

  Date:05/17/2022

  Type:Order 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.

  When I purchased a membership I was told that my yearly dues would never increase because I have CML. My dues have increased every year since 2013. Management just laughs and said if we didn't write it in your contract we won't honor what we told you.

  Business Response

  Date: 05/18/2022

  Hello Mrs* *****

  I am very to sorry to hear about your frustrations with your membership. *** has contracts in place to avoid these types of issues. If it is not written into your contract that an exception was made and the agents are unable to make back dated changes to the account. However, customer satisfaction is of the upmost importance to us and although I am unable to go back and make changes to your past maintenance fees, I will be happy to freeze your account at the current rate. I did receive your request to speak to a supervisor yesterday and was unable to reach you. Please respond here if this is satisfactory for you or you can call me at ************ Monday - Saturday from 9-7pm EST 

  Thank you!