ComplaintsforCarolina Pines RV Resort

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Confirmation #:R00000099536 While I was camping there on February 17th, I decided to add an extra day in case I needed to work remotely and not put in jeopardy my work. I ended up leaving on February 18th and they put a note in their own system that I left early, now they do not want to refund/credit that extra night that was not even part of my original reservation. The only thing I want is for them to credit me the night I did not use to my upcoming reservation in July with confirmation #R00000099626. The fair thing to do is credit me what I did not used. I have been camping in this place since 2019 and have spent thousands of dollars, so for them not crediting me a single night is outrageous.

  Business response

  02/20/2024

  I spoke with the guest and will be giving him a credit towards his upcoming reservation in July. 

  Customer response

  02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************* *****

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May of 2023, I was told because my credit card on file was expired, I could not get a refund but I could move my dates from **** of 2023 to **** of ****. At the time, we decided to move our dates to **** 24. Since then, we no longer have a camper. We called Carolina Pines to cancel our site but was told due to the credit card that was on filed had expired that we could not get our money back. But we could get house credit. We told them we do not want a house credit, he wants his money back ($******) On 9/28/23, i called Sun Outdoors (Carolina Pines RV resolution team) to speak with someone about getting a check refund in the amount of ******. I was told that a case was open up (case# ********) by ****** and someone would call me back in 2 business days I did not receive any phone calls, so I called back on 10/2/23 and talked to ****** again. He told me that a check was going to be refund to me. I asked him when it was cut and he said there was no notes saying that, only that a refund check was issued. I asked who issued the refund check and he told me a ************************* ( who is the ** for Carolina Pines) He transferred me to Carolina Pines where I asked to talk to ********. I was told she was out but would be back on 10/3/23. The manager on due named *** told me this. I explain my problem and he told me ******** or him would call me back. I gave them until Wed 10/4/23 to call me back. (which they did not) I called Carolina Pines again. I was told ******** was in a meeting and *** was unavailable and he would call me back. He did call me back and told me that I won't be getting a refund check and he has no idea why corporate would tell me that. I only would be getting house credit if i canceled my reservation for **** of 24. I said to him I no longer have a camper so why would a house credit help me? He said there is nothing he can do for me. I have called corporate multiple times since (10/4, 10/2, 10/9, 10/11) I left multiple voice mails and no return calls

  Business response

  10/11/2023

  I want to provide an update on the situation. Unfortunately, we were unable to process the refund to the guest's credit card due to the card on file being expired. In accordance with our company policy, we are committed to ensuring the security and compliance of all transactions, which is why we adhere to strict guidelines related to fraud prevention. These policies require us to refund the original payment method used for the reservation.
  Regrettably, our system does not allow for modifications or changes to the credit card information once it has been entered into our records. However, I want to assure you that we are taking the necessary steps to resolve this matter. I have initiated a refund request by submitting a request for a check to be issued to the guest for the full refund amount.
  We understand the importance of addressing our guest's concerns promptly and ensuring their satisfaction. We are working diligently to resolve this issue and meet our commitment to providing excellent customer service.

  Customer response

  10/17/2023

   
  Complaint: 20724399
  
  I am rejecting this response because: 

  I do not understand why it took me going to the BBB to get a response from Carolina Pines. I have been calling since the end of September. At first, I was told I would be getting a refund check by Sun Outdoors (Carolina Pines RV resolution team) but when I called Carolina Pines and inquired about the refund check, I was told by *** that I would have to wait until ******** came back. *** told me he would call me back. I had to call him back. He told me that I would only get a credit to use for a future visit. I told him I no longer have a camper so a credit on a future visit would not work for me. He then told me that is all he can do for me, that I would not be getting a refund check. So, you can see why I do not believe them as to that I am getting a refund check this time. As for them "working diligently to resolve this issue" with me, is ridiculous. I have been dealing with this matter since September 28. I will believe I am getting a refund check once it's in my hands. 

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

  Business response

  10/17/2023

  We have successfully submitted and approved your refund request. Due to the standard processing procedures at our corporate office. It usually takes a few days for us to process and issue the refund check. If the credit card on file had not been expired, the refund would have been credited back to your account immediately.The check will be mailed to you.  It is our policy to issue a camp credit or change the reservation dates when a credit card on file is expired. We are making an exception to our policy to refund you by check. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last year on July 2022 we booked a week vacation for 2023 and gave them my cc at the resort at Carolina Pines. My cc was charged almost 600$ as a deposit. We called in May 2023 to cx the week due to family issues and was well with in the time frame of cx to get our full deposit back. I called the resort and was told my cc on file had expired and there was nothing they could do or would do. I asked to speak with a manager and NO return call in 5 days. My husband called everyday as well and found the card with same number and new expiration date and he called over 5 times last week and was told NO they would not expect the new expiration date even though we had it in hand with same card number just new date. He was told that a manager would not call him back and the person on the phone was to relay the message - that we can get a credit and come again if we want with in the year- we said NO we need out 600$ back no a credit and they have refused. NO where on their website does it say if your card has expired you cant get a credit!! we have called sun outdoors who owns them and got the same run around. We have called and asked for managers and told No the manager says its their choice to make the decision on refunds and they said no only a credit- which does me no good!! we will never go back now after this incident- now days 600$ is a lot!!! it was an overall bad situation and we just want our money back cc to our cc. Even the website says full refund if cx within 14 days and we are well with in that time! nothing said about expired cc which happens all the time.

  Business response

  06/15/2023

  We were unable to find any current or past reservations for *********************, nor the phone number and/or email address she provided in her complaint. After repeated attempts to contact **************, we were finally able to make contact with her this afternoon.  At that point, ************** told our representative that she no longer needed our assistance because she had already disputed the charges with her credit card company.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a three night stay at this resort the day of travel we had mechanical issues and broke down in route to the RV resort I tried to contact the resort for 24 hours to try to get resolution to my issues and never heard back from the resort until the day after we were due to stay. I could only contact their call center which could not solve my issue and they stated they could only pass my information along to the front desk who I had been waiting on for a whole day at that point. They are now only offering me resort credit. I have zero faith in this company now and wish to file a complaint unless they refund my deposit. I could have possibly made my stay had I been able to hear from them reguarding their check in policies and hours but without being able to speak to them I was not going to run a risk of us showing up too late with our two babies and us not have a place to stay

  Business response

  11/10/2022

  Consumer Response /* (2000, 11, 2022/09/02) */ I have heard from manager as of yesterday and I have received the refund I requested

*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. ↩