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:05/30/2024

  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.

  Hello,I paid $142 dollars with my USAA debit card to spend 3 nights at this *******. It appeared that due to a family health issue that we "might" not be able to go as planned. Two things occurred to me: 1) they offer no refunds, and I knew this; and 2) I would have felt bad if we could not make it and another family could have enjoyed this ** space for the Memorial Day weekend and the space stays empty. Paid, but empty.I called the ** park and explained the situation and offered an idea in good faith. I said would it be possible to see if another party may want the space for these 3 days and only if that happens give me a refund. If that does not happen then I understand your policy and I either show up at some point, but the bottom line is that I get no refund. This was only a good faith effort on my part.The ** customer service person told me quickly that it is cancelled, but I said if someone books it then you will refund me my money as we discussed already. He said no. I immediately told him in that case since I paid already to keep my reservations. He refused on the same phone call to keep my space that I paid for. He immediately posted the vacancy online in an effort to get paid twice. I clearly did not want this, and I would have figured something out since I already paid and the last thing I wanted was for him to get paid twice. The entire reason I called was in good faith in case people have been calling wanting a space for their **. I repeat, I told him on the same phone call do not cancel my reservation and he flat out refused and was rude about it. The crux of my complaint is that I merely had a good faith proposal with the ** park, and he could not cancel it fast enough and when I clearly stated during this very same phone call that since I paid keep my reservation open in that case and he said that I cannot do that. How can he not change it during the same phone conversation? It was a gotcha moment where he saw a method to get paid twice. **

  Business Response

  Date: 05/31/2024

  ************** is greatly exaggerting his side of this story. Including falsely stating my response and replies. I spoke with him for over 10 minutes trying to understand his reasoning and what he was trying to say, which seemed very confusing, and he repeated himself several times. After that amount of time, I confirmed with him that his intention was to cancel his reservation. I did indeed cancel his reservation at his request, and as it is our policy and part of the contactual agreement he agreed to upon  making and paying for the reservation. I explained to him, like any hotel, airlines or another RV park, we have a policy of opening up, in this case, an RV space, at a vacation resort, for anyone to rent for the canceled dates. 

  After concluding the first conversation, ************* left a confusing message stating if we rent it to someone else and collect money "that's not gonna work." I have a transcript of his message.  

  His requests was and is unreasonable. He agreed to the cancellation policy upon paying for his reservations. The cancellation policy is as follows: "Cancellations must be made a minimum of 31 days before the arrival date and will result in a $50 cancellation processing fee. There are no exceptions for weather-related issues, road closures, or Acts of God cancellations within the 31-day cancellation window.

  Revisions of reservations made within the 31 day window, that include shortening the length of stay and require a refund, will result in a $50 service fee plus 12% of the amount to be refunded for costs of third-party fees.

  Please get in touch with our team with any questions about our cancellation and change policies."

  The above is the contract he agreed to. He requested a cancellation days before his arrival. There is no refund. 

  His request to leave it open and available for someone else to rent and then for our company to refund him in case we do rent it to someone else is completly unreasonable and not our policy, or for any vacation resort that I know of. In fact, no revenue was made. 

  There is no refund to offer **************, as he stated, was indeed his undertanding when he made the first call, and in his words ***** in his complaint. 

  In his third phone call, he made threats in anger of showing up with police accusing our company of "stealing his money," if we indeed rented the space to another. 

  This is not someone who seems to understand contracts or the law, but someone that seems confused. 

   

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21753999
  
  I am rejecting this response because: I was clear with this business on the same phone call that I was merely trying to see if there was any possible flexibility with my reservations. Obviously, this was done in good faith BECAUSE before I called it was not lost on me that they could tell me, "If we can rent it then we will give you a refund and if not then no" and I would never know, would I?

  I would trust them in good faith and to do the right thing if it could be rented out and of course keep my money if no one rented it out. Good faith with this business. He quickly surmised an opportunity to steal my money and became adversarial, stated it is cancelled, and I stated then this is based only on my good faith idea and that we must have had an agreement. He then tells me, "I cannot change it" and during the same phone call when I became alarmed that he was trying to rent it out again and KEEP my money. Obviously, I could have never called, and the worst-case scenario would have been that we do not make it BUT it would have stayed rented to me and stayed empty for those 3 nights and this was not lost on me either.  I would have kept my reservation and figured something out perhaps BUT why let them get paid twice? Who in their right mind would cancel when they KNOW they are just losing all their money anyhow for them to have an opportunity to get paid twice and do them a favor? No one that's who and certainly not me. No one would be motivated to reach out to them to just do them a favor and lose their money when losing their money is ALREADY a foregone conclusion. Nobody would do this. It was Memorial Day weekend, and I was thinking that many other people may have had a great weekend here and was on their waiting list and/or calling them for a space when all the parks were full because of the big holiday, and I was trying to be thoughtful. 

   

  The crux of my issue is that this individual during the same phone call told me that he could not reinstate it and I know that he could have. I paid, called in good faith, and he quickly saw an opportunity to steal my money and did just that. All he had to do was keep my reservation open as it was paid for, this was during the same phone call, and then that would have been the end of it, but he was dishonest and this needs to be known to the public if we cannot agree to a professional and fair solution. I have a responsibility to the next potential customer to see my review and for them to make an informed decision on whether they want to do business with them. 

  
  Sincerely,
  
  ****** *******************