ComplaintsforLoretta Lynn's Ranch, Inc.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 7, 2021 we called and made a two night reservation with Lorreta Lynn's Ranch and Campground in Hurricane Mills, TN. We spoke to a lady named ******* on the day of the reservation. She was asked a series of important questions relating to there campsites and our RV. We asked if the sites can accomodate a 43' motorhome towing a car, she said "yes". She was asked if the sites were level, she said "yes". She was asked if the sites were 50 amp full hook up sites, she said "yes". Upon arrival, we were met by ******* herself, the lady that took our reservation. We again asked all of the questions we asked when we were making the reservation, she again replied "yes" to ALL of the questions again, however, she proceeded to tell us that all of the sites are on a "first come basis" and the campround was hosting a motorcycle event, which was not mentioned during the reservation. We were instructed where to go which was Stagecoach Hill. We started up the hill to the camping area. We drove through the campground and found only two sites open and found that both sites did not even come close to accomodating our size coach and these two sites were far from being level. Our coach has a saftey mechanism that **** not allow our slide out rooms to open if the coach is not 100% level, which the two sites were not. After trying to manuver through the campground to get back to the office, we finally made it out of the campground, but not after sustaining paint damage to one side of our coach due to untrimmed trees in the campgrond. After arriving back at the office, we told ******* what we encountered, she apologized several times and guaranteed us she would have the manager refund our $81.47 back to our credit card. Since this incident, we have called three times, wrote two letters, one to Lorretta Lynn herself. As of this writing , no refund, no answers to our letters, absolutely nothoing from anyone in the Lorretta Lynn organization. All we want is the $81.47 refunded back.

  Business response

  11/18/2021

  Business Response /* (1000, 8, 2021/11/15) */ As of 10/15/2021 we have refunded the customer despite our campground cancellation policy (which is explained on the phone as well as printed on the reservation confirmation email). Cancellation policy is as follows: ***Cancellation policy: 95% refund if cancellation is outside of 14 days from the start of the reservation. 75% refund within 14 days of the start of the reservation. 50% refund within 7 days of the start of the reservation. No refund within 3 days of the start of the reservation or past reservation date*** Customer made a reservation on 10/7/2021 for the nights of 10/9/2021 and 10/10/2021. Customer has stated that we cannot accommodate larger rigs (theirs being 43 foot with a tow behind vehicle) We have numerous campsites that far exceed the requested 43 feet long with over Thirty of the sites exceeding 90 feet mostly level some gravel some paved. Customer refused to park in any of the gravel spots. The customer also stated that the Ranch only had two sites available at the time of arrival, however, our campground software shows that there were over 19 spots available at the time of their arrival. We are a first come first serve basis campground and most people choose the best spots they can for their camper when they arrive which does limit the type of site one may receive when they arrive. The dates that the customer stayed at the campground was a weekend, which historically is a busier time of the week, however the customer is stating that we were hosting a motorcycle event that weekend. We do host many events a year, but none fell on the customers arrival or departure dates. The event they are referring to, in fact, happened the following weekend (10/14/2021 to 10/17/2021) which is documented on our website in numerous locations, and we inform any customers trying to make reservations during event times of this. The customer is stating untrimmed trees were another cause of inability to park in a spot and caused damage to their camper. We were not made aware of any damages to their camper at the time as we do our best to document any incidents on the Ranch for safety of our guests and insurance purposes. We do have numerous trees throughout the campground that offer great shade and atmosphere, and some are between sites, but we have removed any problem trees to accommodate for entering the campsite, slides, awning, stairs, and exiting the campsite. Any obstructing limbs are trimmed at heights above 15 feet tall to ensure they are no issue to campers or RVs. This is done regularly throughout the year by Ranch staff. To elaborate a little more into the situation. Customer was given the option to help be parked by our camp host and declined this service. Customer then demanded a refund upon leaving. Our staff member wanted to confirm with management to approve a refund within the cancellation timeframe and could not process the refund at that time. Customer has in called demanding a refund numerous times and was irate with our staff member going as far as stating they were going to drive to our location, and it would get ugly. Issues like this are not taken lightly at Loretta Lynn's Ranch. We understand that customers may not get the "ideal" spot every time so we try our best to accommodate each and every guest. We treat everyone that arrives on our property with respect and courtesy as though they are family. This is apparent in our thousands of reviews on sites like ****** and ********. Again, customer has been fully refunded and we wish them well. -Loretta Lynn Ranch Management Consumer Response /* (3000, 11, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per the business, they said they refunded our money on 10/15/21. We are looking at our credit card account and there has been NO REFUND in the amount of $81.47 to our credit card that was used to pay for the 2 nights. The BUSINESS (Loretta Lynns Ranch) needs to find out where our money went, it didn't come back to us. We are infact looking at our account as I am writing this response, the only entry that shows Lorretta Lynns Ranch is the initial charge for the 2 nights.Please ask the Business to investigate where they sent our refund. FYI: I was NOT IRATE with anyone at the campground I am not like that, and there was in fact a motorcross event there the day we arrived. We know this because several of the cyclists help us navigate the very tight roads we were on in order to not cause anymore damage to our coach. Business Response /* (4000, 13, 2021/11/17) */ Refund was issued on 10/15/2021. It may take a few days to post back onto your card. Attaching refund receipt from our system. The motorcyclists that were at the facility were part of the setup team and we had Eight riders that day helping set up. The event was the following weekend. Attaching Ranch schedule for the records as well as the event URL for event dates. Event URL: https://www.facebook.com/events/1776014139257531

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