Complaints

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed a reservation for two campsites on 5/4/22 in the amounts of $72.33 and $63.41. We stayed as a family at the campsite from 8/19 to 8/21 and on the night of 8/20 we experienced very negative and disturbing behavior coming from a campsite adjacent to ours and my father's site on the property. After bringing the matter to the main office that same night, the next morning and owner's attention, there was little done to address my concerns of domestic violence, potential child neglect and substance abuse on the campground's property. Please read my correspondence with the owner. It provides a very detailed account of what transpired, my concerns and requests for a refund to my reservation made. It also includes the owner's response as well. Although we stayed the duration of our reservation and did enjoy several aspects of our trip, that incident was very serious and deserved a bigger response and concern from the owner. I have also initiated a request to dispute the charge with my credit card, however because the KOA Kampground's policy reserves the right to no refunds they are unable to assist me any further with my case.

  Business response

  09/23/2022

  I am including both my response and Corporate KOA's response to ************************.  ************************ must have decided to exclude this important information when she filed her complaint. Her boyfriend also called our emergency phone number several times on Monday, September 5th.  He claimed that we did not respond to her. and wanted to know when they could expect a refund.   I returned his call and had to leave him a voicemail.  I let him know that both of us had responded to her emails.  I told him to email me if he had any questions or would like to discuss this further.  I never heard from him.
  
  As stated in my response to her, I do not feel that a refund is appropriate.  I responded to both of their calls on the night of August 20th and took care of the issue.  I also followed up on her concerns regarding the guests on the neighboring tent site.  
  
  My response:
  
  ---------- Forwarded message ---------
  From: Gettysburg KOA Campground <[email protected]>
  Date: Mon, Aug 29, 2022 at 12:27 PM
  Subject: Re: Recent Stay 8/19-8/21 (Reservation #********, ********)
  To: *********************************** <*********************************>
  
  Dear ************************,
  
  I appreciate your patience. Thank you for reaching out to me about this matter and for your patronage.  I am glad that you and your family enjoyed your stay at Gettysburg KOA. I respect your insightfulness and understand your concern. 
  
  In order for me to thoroughly access the situation, I contacted local law enforcement for assistance.  They did come on premise to conduct a welfare check.  A police officer spoke directly with the family.  He stated that he did not believe there was any cause for concern.
  
  I also interviewed my staff members about the incidents.  The staff members, along with our onsite security team, were present at the campground throughout the days and evenings, throughout the length of your stay. We have several staff members who stay at the campground permanently.  When I questioned them, no one voiced any concerns and stated that they did not experience or see anything negative about the guests in question. 
  
  At the time of your second call to the office, I was actually standing in proximity of their site, talking to our security staff.  We did not hear or see anything at that time.  As additional precautionary measures, I stayed at the campground last week to monitor the situation, but I did not notice anything alarming.  My grandchildren stayed with me in a cottage near the guest's tent site.  We sat outside often throughout both days.  
  
  I appreciate you bringing this matter to my attention and I thank you for doing so.  However, I do not feel a refund is appropriate. As you stated in your email, you and your family enjoyed the campground and had a lot of fun.  When you made us aware of the situation, it was handled quickly and to the best of our abilities. We even asked the guests to go to bed, which they complied.  If they had not complied, we would have immediately asked them to leave. 
  
  We do our very best to ensure that our guests stays are safe and enjoyable for everyone. I feel as though we handled the situation in an effective and timely manner. I sincerely apologize for any inconvenience this may have caused you and your family. 
  
  Lorelle B***********
  Gettysburg KOA Campground
  
  Corporate KOA's Response:
  *** (Kampgrounds of America) <***********************>
  Tue, Aug 30, 3:33 PM
  
  to *******, me
  
  Your request (******) has been updated. To add additional comments, reply to this email.
  
  
  *** (Kampgrounds of America)
  
  Aug 30, 2022, 1:33 PM MDT
  
  Hi *******,
   
  Thank you for reaching out to let us know about your experience.  KOA Campgrounds are franchised as private independent businesses and handle all of their own day to day operations onsite. 
  
  After speaking with the campground, several of their team did work through the proper procedures when notified of any concerns.  They did also have the local law enforcement do a welfare check regarding the concerns brought forth.  The proper authorities did not find cause to be concerned after speaking with those involved.
  
  We do apologize for any frustrations faced. While we are not onsite to hear first hand what occurred, several different employees along with the owner did not hear/witness such incidents and when notified did address and take measures appropriate to the situation brought to them.
   
  All finances are handled at the campground level and the home office is not at liberty to become involved or refund on their behalf. Unfortunately a refund is not warranted nor applicable.
  
  Kind regards,
   
  Kim 
  Global Lead Corporate Customer Service
  KOA Rewards Program Manager
  Kampgrounds of America, Inc.

  Customer response

  09/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************
  

*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. ↩