ComplaintsforBear Camp Cabin Rentals, LLC

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were to arrive on 9/27/22 for my girlfriends birthday she wanted to go to Dollywood, on the 27th a hurricane was approaching and the airport had closed, no flights out, I had called asking for a refund or to reschedule was told NO putting me out $1500. The girl answering the phone said they have a zero refund policy with 30 days of arrival, which would have been impossible seeing we booked on 9/19/22 a week before we were to come. The girl answering the phone is the most rudest person I've ever spoken to, she basically told she did not care. I would like my money refunded, we lost everything here in Fort Myers and I could really use the money right now. It was a national disaster and their are exceptions to every rule. Have a heart people.

  

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/10/19) */ Thank you for the chance to answer this It isn't that we don't care it is that we have to follow the same rules for everyone. You live in Florida where there is chances of hurricanes just like I know growing up in Indiana there are chances of tornados but if I choose to go on vacation in tornado season I have that risk. We are so sorry that there was a hurricane we know about trauma in the area so it isn't that its that we have to make sure we stick to the same policy as everyone else we can't have anyone saying that we were bias because of one thing or another. We are truly sorry for the hurricane and your loss. Consumer Response /* (3000, 7, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a unacceptable response, what your saying is people shouldn't plan vacations or getaways during certain parts of the year do to unexpected weather events. Apparently you have never experienced a cat 4 hurricane and 7 feet of water in your home. Thank you for your response, next time I'll choose and plan with a reputable business.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented Tiny Barn Cabin for an anniversary trip. The bedroom was full of bugs (dozens, if not hundreds) when we got there. I'm not sure what they were, but they were smaller than flies, but bigger than gnats. They appeared to be coming in the window of the bedroom (I'm guessing there is a bad seal somewhere). We spent all three nights on an uncomfortable pull out bed in the living room because of this. I emailed bear camp cabins on Saturday and got a call on Sunday, but no one could come out until potentially Monday to treat for the bugs. I'm not sure if anyone came and sprayed while we were out on Monday, but the bugs were still alive and well that evening. BearCampcabin's policy says they don't offer refunds due to bugs, and I emailed them and asked them to reconsider given that we were unable to use the bedroom we paid for. Dozens of bugs flying around and crawling on you while you sleep is different that a spider or roach crawling across the floor (I live in rural, NC, and we get bugs inside occasionally too). I received no response to that email. There was a bad storm Sunday night, and water started leaking through the AC unit onto all of our stuff that we had moved into the living room due to the bug problem in the bedroom. They hide behind this policy, but it would never hold up in court. Imagine showing up to a cabin and there being bed bugs, and they say "Well you signed the policy that said no refunds for bugs!". It's laughable, and shameful, that someone would run a business this way. Of more than a dozen trips to TN over the years, this is the first with a problem like this. BearCampCabin's knows that this is a problem, and they purposely suppress negative reviews on their site. They did not post the text I included above, because they know it would stop some folks from booking this cabin. It's a deceptive business practice, and what we received in renting this property is not what any reasonable person would consider to be acceptable.

  

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/09/21) */ I am sending in the file Consumer Response /* (3000, 7, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing in BearCampCabin's response addresses my concerns. As stated previously, they deceptively suppress negative reviews to trick people into renting their cabins and hide behind their generic policies as if that somehow exempts them from offering an acceptable experience regarding stays at their cabins. *A tornado rips through the cabin the day before you arrive* - "Sorry, our policy says no refunds due to acts of God". *It's 100 degrees and the a/c doesn't work* -"Sorry, our policy says no refunds for a/c. Try not to have a heat stroke". *You show up and find a bed bug infestation* - "Sorry, our policy says no refunds for bugs. Welcome to the Smoky Mountains!" Business Response /* (4000, 9, 2022/09/26) */ I am not going to argue over our contract we don't force anyone to rent with us they have the contract before they even make a reservation then they have the contract after they make a reservation to sign stating they have read the contract. If there is something as in a tornado in the area and tears through a cabin the guest would be moved or refunded and if there is any A/C problems the guest is refunded or credited whichever they prefer. Bugs are a part of our world living here in the mountains there is a bug portion in the contract for this reason. This guest wasn't offered a refund because there were some bugs. Once again I am sorry but I have to stay true to the contract.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Arrived on 3/20/22 expecting a Private cabin that was advertised as private but there were 3 cabins almost on top of Lazy Bear Lake. I called immediately and they claimed they didn't know there was other cabins if it was new construction. 1 was but 2 were not and not pictured or mentioned. The new build was still pounding after 9 pm on the work site. This allowed no privacy in the hot tub or on the deck as 2 cabins decks faves ours and their conversations filtered into out NOT PRIVATE hot tub. We could here them and they could here us. Next day--TV didn't work, debris in jacuzzi tub when filled up and COCKROACHES ! I called and was Told they would send maintenance, housekeeping, and pest control but I would have to leave for the day and pay for these services. Obviously we refused. I asked for a partial refund and was told they would speak to owner and call me back. Never did. I called again on Wednesday and same story and no call back. We paid 1600 for 4 nights for what was supposed to be private. It was not. We were unable to use the one amenity (hot tub) we were excited for due to no privacy. Unable to use jacuzzi tub because of rock sediment falling into tub and battled cockroaches the entire stay. Very disappointed in how I was spoken to and disrespected by no one even attempting to make this right unless we paid for it. This is absolutely acceptable. I have video of the crawling cockroaches, sediment in tub, and the late night construction. Clearly no one goes to these properties to update internet photos because what we rented is NOT was advertised on the internet.

  

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/11) */ Thank you so much for the chance to answer this. We have never had any complaints about this cabin being next to another cabin so we were not aware ( In the office ) that anything had changed with this cabin. The pictures were taken in 2020 so they are only 2 years old. As for the cockroaches that was never brought up until the guest was told that there was nothing per the contract that we could do. I have the voice recordings to show that we NEVER disrespected this guest at all because our girls know that there is no room for disrespect in our company. The only disrespectful thing I did notice is how this guest hung up on our manager when she was trying to explain that our owner does not come in until after 12 or 1. I have enclosed as much as I can.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a cabin from Bear Camp Cabins in Gatlinburg, TN. We are attempting to get a full refund for our stay due to a sewer back up. We arrived at the cabin on Sept 22. Upon arrival, we noticed that the outdoor trash cans were full - meaning we would have nowhere to leave our trash upon departure (one of the stipulations is that you have to take the trash out upon departure). Every drain in the house drained slowly. By Saturday, after everyone had arrived for the weekend and started taking showers, the sewer was backing up through every drain in the cabin - fecal matter was coming up through the pipes. We called the emergency number and they sent out a plumber. The plumber couldn't fix the problem - the waste tank was full and was backing up into the house. So, we couldn't take showers, flush toilets, wash our hands. The rental company has offered to return $ of the $ we paid - we want ALL of our money back. IT WAS UNSANITARY AND UNUSABLE. We called the BOH on them.

  

  Business response

  10/29/2021

  Business Response /* (1000, 7, 2021/10/20) */ Thank you for allowing me to address this complaint. I will attach the rebuttal in the attachments. Consumer Response /* (3000, 10, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon arrival to the cabin, everything did seem in order. However, we didn't start taking showers and running the dishwasher right away - so what seemed OK on arrival day, subsequent showering and running the dishwasher exposed the problem that the cabin's waste system was indeed not being emptied on a regular basis, leaving the fecal material to back up into the sink and shower drains. We were NEVER contacted by the cabin rental company until we started complaining that the drains were backing up - and then eventually the toilets started leaking. The only resolution for this is a FULL REFUND. The reason my husband threatened legal action is because the cabin rental company REFUSED to listen to our complaint. The cabin showers and toilets were backing up THE ENTIRE TIME. We NEVER said the cabin wasn't clean upon arrival, it was just useless to us the ENTIRE TIME we were there. We expect a FULL REFUND because there was NO RESOLUTION while we were there. I'm assuming resolution came the day we left and the cabin septic system was pumped out AFTER we left. I AND THE PEOPLE PAID $1400 TO USE THE CABIN TO ITS FULLEST AND WE WEREN'T ALLOWED THAT OPPORTUNITY. And I REALLY don't appreciate their lying to you, the BBB, about contacting us. Business Response /* (4000, 12, 2021/10/22) */ Thank you for letting me know what has transpired. I do not appricate being called a liar so I have enclosed proof that this system had been serviced in the end of August. I understand that the guest is upset and I fully validate and understand that the cabin had septic issues that happened on the last night that they were here which is why we did refund the money for the last night even thought the contract states we don't refund for anything. If the cabin had any problems from the start of their reservation they should have called and made us aware. Once we found out we informed the vendors after our maintenance man came out and said it needs to be snaked we sent out our vendors ASAP. We just like at your personal home are at the mercy of our vendors. We have to work on their time line they don't work off of ours. We have refunded the last night of their stay that is all we are able to do.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We rented 3206 Hickey road & upon arrival we found the house not clean per CDC guidelines. The beds were not changed out one had boogers on the bedspread, another had clothing still up on the bed, the floor had not been swept, the vacuum was full of dirt, the sweep mop was charcoal black, refrigerator not cleaned out and the house had not been swept or vacuumed. In addition, the hot tub is black & not empty per state requirements. They sent someone out to come clean unfortunately the language barrier they did not clean everything we asked them to do. Within two days we started to become ill in the house so whatever germs were left in the house when we arrived within pass to us. Their response was I can't prove that the house made us sick, but none of us were ill prior to arrival & we started to have illness go through the house because as we understand when one gets sick in a small environment it can spread. Their response was nothing we can do we will give you $25 for hottub per day.

  

  Business response

  11/03/2021

  Business Response /* (1000, 14, 2021/10/20) */ ***Document Attached*** I am so sorry on my letter I received form the BBB it gave me a date of the 20th to send this in. I apologize for the delay I have enclosed the rebuttal for this case.

*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. ↩