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:08/23/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Several outlets in the kitchen didn't work, fans throughout the cabin didn't work, hotbtub heating element didn't work at all. Technician was there for over half a day trying to fix everything and wifi was out the last day we were there..all things were reported when found. No technician showed for the reported wifi problem. Hot tub never got above 84°. Multiple contact attempts to cabins usa with no avail, always just sent the generic response of upper management has been notified, but no one ever reaches out. A woman named Savannah was able to offer $200 refund, we declined that mediocre reimbursement considering all our troubles and the cabin alone was almost $1,000. The game room was missing several items of importance from darts and pieces for games. We were instructed a man named Gus would contact us, that was 3 weeks ago...still never heard from him "their upper management apparently". Tired of running around in circles with this company who provides zero customer service and communication. Even after giving them over 72 hours notice we would be filing this complaint to the BBB, didn't phase them as zero contact has been made. Also, smoke alarms in kitchen were not installed and were just laying on the counter upon arrival so on top of everything else their is that regarding their "cabin prep/cleaning" practices.

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/26) */ We talked to the guest and was able to come to a resolution. Refund issued on 8/25. Consumer Response /* (2000, 7, 2022/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) After filling my complaint with bbb, the very next day cabins usa reached out and offered us an acceptable compensation reimbursement for our issues during our stay.

• Initial Complaint

  Date:08/04/2022

  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.

  We checked into our cabin that we reserved 6 months prior on Saturday July 30th. Upon check in we found that the hot tub was not working, called and asked for it to be fixed. Then later while checking the beds to get some sleep we found an infestation of bed bugs in the upstairs bed. We have pictures and videos. We also found other areas of the home that had not been cleaned. We called and were moved for the night but they had nothing available for the rest of our stay. We had to scramble and find a place to stay for 7 people while trying to get a refund from Cabins USA. They also caused us to miss our day at Dollywood Sunday because we had to move cabins again. We still have not received the promised refund and we stopped in the office here in Pigeon Forge where the worker was extremely rude and unwilling to help. We will try and contact corporate again, but this is the second time renting from CabinsUSA and the cabin was not cleaned

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/16) */ We tried accommodating the guest for the rest of her stay. We only had 1 cabin available for her full stay. She said she didn't want to stay there because it didn't offer the some amenities as the one she booked and we understand but that is all we had available. We offer her a cabin for the night she agreed to that. A supervisor called her back the next morning and spoke to her, she said didn't want to stay and we understood. We gave the guest back a full refund. It was credited back to the card on file 7/31 at 10:45am. It can take up 3 to 7 business days to process.

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 8/4/2021 I booked our stay at the Indoor Pool Lodge arriving 7/23/22 and departing 7/27/22. Total charges were $5,420.34. Booking #300157. When we arrived at our GIVEN check in time 4PM, the cleaners were still cleaning. We did not get into our cabin until 5:30PM. We were left outside with 4 children in the heat with over $400 in groceries that needed to be refrigerated. The cleaners carelessly dumped the fluids in the trash cans onto the driveway, in which created a foul unbearable odor and caused us to track through it when carrying our things inside. We ended up filling a pot with water to attempt to rinse the driveway ourselves. We noticed red solo cups, balloons, boxers from the previous guest on the porch, trash on the floor/visibly under couches. Our feet instantly black with dirt from walking inside the house without shoes/socks on. The pool AND jacuzzi were so unbearably cold we couldn't stand to use either of them our entire stay. When we began to cook dinner our first night, 2 stove burners did not operate. The refrigerator wasn't cooling properly, and the freezer was leaking uncontrollably. We called on several occasions to make complaints, and 3 maintenance men were sent to the property throughout our stay. NOT A SINGLE ISSUE WAS RESOLVED. At 12-1 AM on our first night the upstairs bathroom starting flooding through the roof and down all the stories of the property. I called Cabins USA, I was told this was "NORMAL"! We requested more towels because we had used ours to dry up the flooded bathroom and leaky freezer, we were told to load our towels and drive 15-20mins to exchange them! On our last night, we saw roaches flooding out from under the stove. We were offered about a 10% refund, that I've yet to get in contact with anyone to process. Nor is that refund amount fair. Us and the 5 families we split the cost of this cabin with deserve to be compensated accordingly for the miserable experience we had. I've run out of room to type anymore here.

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 6, 2022/08/02) */ We spoke with guest on 7/29 and offered her a refund of $500 for all her issues. She agreed, so we closed her out her issues. It was refund back to the card we have on file. Consumer Response /* (3000, 8, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is NOT the truth. I was called 7/26 and told I would be compensated $500 while in the middle of a lunch show... I could barely hear the supervisor who called - so I asked if I could return his call after the show. I wanted to have a further conversation because $500 is NOT a reasonable refund, but it was a START. I was NEVER able to get in touch with ANYONE again, even after trying to contact someone for 3 days leaving messages with no calls returned. That's why we're here. Funny how $500 was refunded to my account ONLY AFTER I left a review on my stay directly to the Cabins USA website and filed the complaint here with BBB. My total stay was $5420.34. FIVE THOUSAND FOUR HUNDRED TWENTY DOLLARS AND THIRTY FOUR CENTS..... I'd love to speak directly with whomever thought it was REASONABLE OR FAIR to refund ONLY $500. I would compare our stay in the Indoor Pool lodge to a glorified tent in the woods. And because it seems as if this company needs some MAJOR customer service help, I suggest someone from Cabins USA take time to go visit the Indoor Pool Lodge to FIX the entire property AND update the pictures on their site. The cabin is absolutely NOTHING like it is listed... the entire property is even furnished with different furniture. When their done with that, I'd hope they'd send a refund and apology to anyone who endure staying in this nightmare of a place. I would assume the response to this comment will be some bogus disclosure because this company is a complete SCAM that thinks bathrooms that FLOOD, have ROACHES, leaking/non cooling refrigerator and freezers, non operational amenities, and mold from water damages are "NORMAL". BUT, if by any chance someone with some DECENCY wants to have a conversation and compensate me accordingly for the trip 6 families prepared a year for, I'd love to chat. Business Response /* (4000, 10, 2022/08/05) */ We reach out to the guest and talked to her. We offered an additional $700 making it a total of $1200. Guest agreed. Consumer Response /* (2000, 12, 2022/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:07/24/2022

  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.

  We checked into the cabin Bear Mountain Lodge and upon arrival we noticed that the front stairs was very rotten and wobbly. My husband and son was walking out to the car and the stairs gave way causing my son to fall. He went to urgent care and was told that his insurance wouldn't cover out of state. So he departed early. After two day and several calls.someo e finally came out and nailed a board up.to hold the steps in place but failed to fix the very loose handrail. Also reporting g to us that the bathroom floor was very weak and to be very careful. He replaced the broken toliet seat after my daugher got pinched and cut. The following day the bathroom floor gave way and my wife cut her foot and scratched her leg trying to brace herself while using bathroom. Called and left messages received a call back and said someone come out to look at it and no one ever responded back. So.we was down to one bathroom upstairs that everyone has to use. We was left with unsafe steps and hand railing along with a unusable bathroom with a hole in the floor for what ever to enter the house.i feel.lime this is a safety issue and a health issue. Hope this is resolved before someone else else gets hurt.

  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/02) */ We reached out to the guest and was able to come to a resolution.

• Initial Complaint

  Date:07/24/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  We rented Bluff Mountain Lodge 7/16-7/23/22. We paid $25,368.41 for the rental. Upon arrival, we had immediate issues; the most pressing being the A/C in one of the cabins not working, dirty hot tub, dirty/unheated pool, grass/weeds almost 2 feet high. Additionally, there were other maintenance issues - towel bar in master bath that fell, shower drain not working, faucet on bathroom sink that came off when being used, screen on master bedroom door, glass in screened in porch door held in by one fastener, no ice cube trays and ice maker not working and grill on deck didn't ignite. While all of these things were reported, chemicals were not added to the hot tub until late in the evening on 7/17. A portable A/C unit and ice cube trays were delivered. Pool was not serviced until 7/19; however, the grass was cut around 4:00 PM on the same day, and the lawn guys blew grass back into the clean pool. The pool heater was not working because the pool water level was so low. Because there was not a pool net at the house and no one came to clean the mess that was made by the lawn guys, my brother went to WalMart and purchased a net to clean the pool himself so our 4 kids could use the pool. My brother actually used scissors to cut grass in the area adjacent to the stone steps as we had planned family photos on 7/17, and the grass was so high. Pool was finally cleaned again at 10:30 AM on 7/21. I called for trash pick up at 10:34 AM on 7/20 - trash was not picked up until 3:45 PM on 7/22. Trash can't be left out due to bears, and the cans were all full. During the week, I made MANY phone calls to Cabins USA. I spoke with and and others. I also spoke to reservations manager,, several times. He told me that compensation would be made for the issues and my lost vacation time. He stopped returning my calls mid-week. I also have a phone message from him addressing compensation, which did not occur. On the call logs, 800-343-6357 is the number for Cabins USA.

  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 6, 2022/08/04) */ We spoke with the guest and was able to come to a resolution. All issues closed. Consumer Response /* (2000, 8, 2022/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) CabinsUSA offered a refund of $3,084.52, which has been credited to my account. This offer was satisfactory to me. I just wish I hadn't had to go the route of a BBB complaint in order to have my issue resolved.

• Initial Complaint

  Date:07/06/2022

  Type:Service or Repair 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.

  I made reservations with Cabins USA on June 27th. Our reservation was for July 1 - 4th to stay at their cabin Over the Rainbow. Shortly after arrival at 730pm I received a call from their manager stating I had to vacate the cabin because the owner called and told them he did not have a license. I was told I would move to a 2 bedroom that evening and then to another the following night. I declined because I had reserved a 3 bedroom. The manager stated they would provide me a one night refund for this. Upon arriving at the other cabin I attempted to contact the manager who still has not returned my call. The other cabin was dirty, the 2nd cabin was 30 minutes away from everything. Neither had the ammentities I originally looked for when booking my other cabin. When leaving the first cabin I left my grandsons blanket and immediately called customer service to try to get it back. I was told dispatch was contacted, it was my responsibility to pack and many other things only to never receive a call back as promised. Our complete trip was a disaster because we spent more time packing, unpacking and driving 30 minutes to anything we wanted to do. I have tried to settle this with unreturned calls. I want a full refund. If not granted I will seek legal help as this should not have occurred if Cabins USA had fulfilled their obligation and verified items prior to listing.

  

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/07) */ We did call the guest on 7/1 telling the that we had to move her. We apologized to the guest. We explained that we had to put her in two different cabins. The first night 7/1 would be in one cabin then for the last two nights would be in the other cabin. We offered back a full night stay $441.25 for having to be moved. She accepted this offer and the moves so the issue was closed. The guest did call back several times asking about the blanket that they left and during those times she never said she had any problems with her cabins. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The person responding still has not returned my voicemail from when I called to complain. Should I as a customer have to continuously complain because the company I booked through was irresponsible in making sure the cabin owner had a license? I will accept nothing less than a full refund. if this cannot be settled here, I will initiate a complaint that this business had a listing without a license then legal help following. The fact is customer service through this entire weekend was horrible. I called immediately about the blanket and was told dispatch would be contacted to head back to the cabin that was 29 minutes away from our next nightly stop. That was the first complaint about the distance to the cabin. none of the ammenenties were at the other cabins that we booked. Business Response /* (4000, 9, 2022/07/13) */ We did apologized to the guest for the inconvenience of having to move to 2 different cabins this is way we offered her back one full night stay of $441.25. We told her what cabins we were moving her to and the guest agreed to all of this. We did accommodated the guest the best we could and this is all we are able to do.

• Initial Complaint

  Date:06/07/2022

  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.

  We checked in to a cabin through Cabins USA on 3/26 and were scheduled to leave 4/1. We rented this cabin because it had a heated indoor swimming pool. Our kids were so excited. When we arrived, the liner was completely pulled away from the wall in several areas. We decided to let our kids try to swim anyway but the pool was so cold it was unbearable. We called and Cabins usa sent someone to look at it and said the breaker was tripped for the heater. We waited over 12 hours and the pool still wasn't warm. We called them again and were eventually told the pool was unsafe and would have to be shut down. (THIS WAS AFTER I HAD ALLOWED MY CHILDREN TO GET IN AN UNSAFE POOL BECAUSE I TRUSTED THAT CABINS USA HAD CHECKED IT AND DEEMED IT SAFE FOR USE...OBVIOUSLY NOT) By this time we were several days into our trip. We were offered the opportunity to move to a different location but the pool was outdoor and it was too cold to swim outdoors. Also, we had 12 people staying. It would have taken a full day of our trip at that point to pack up and move. So we were given a refund for 2 nights. Then at 10:00 pm two nights before we were scheduled to leave, we received a call from the maintenance person telling us that we were close to the wildfires and if we decided to go ahead and leave we would be refunded our last 2 nights so we packed up and left at midnight. After multiple phone calls and several months I got one night refunded but I am still owed one more night and no one will call me back to resolve this issue. I have called every week and have given them multiples opportunities to resolve this issue. At this point I would really like a full refund just for the amount of time and headache it's caused trying to get them to do the right thing.

  

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/13) */ The guest stayed with us 3/26 -4/1. We spoke with the guest about pool issues and on 3/29 we refunded back two nights of her stay. On 3/30 around 11pm we spoke with the guest and told the guest that she was outside of the evacuation zone for the fire and if she chooses to leave to let us know. She called us on 4/1 the day she was due to check out and told us she left in the middle of the night/early morning on 3/31. The management team looked over everything and on 5/13 refunded back the night of 3/31 that she didn't use. The guest was in house all of 3/30 that is why she wasn't refunded that night. In total we refunded back 3 full nights of her 6 night stay with us. Consumer Response /* (3000, 7, 2022/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) We left at midnight on 3/30 because it took that Lilong to get 12 people packed to leave. We had to drive all night to get home. They know we left at midnight because the last person I talked to could see that the last time the door was locked was at midnight. So no, we didn't really use the cabin all of 3/30. Also, the person who called told me we would be compensated for the 2 night we didn't use. Additionally, I find it funny that they are now admitting that someone did actually call me to warn us of our close proximity to the fires because the last person I spoke to told me they jad no record of anyone calling me at all. He treated me as though I was lying. And for the record, we drove all night in 3/30 to get home and as soon as I woke up on 3/31 I made multiple attempts to call to let them know and couldn't get anyone on the phone. I also left multiple messages so please don't make it sound like we waited until 4/1 to tell you we checked out. I called and yoh also know when we left because you know when the door code was last used. Your people have already admitted that to me on the phone. Business Response /* (4000, 9, 2022/06/21) */ The management team has looked over everything again and at this time what we have refunded back to the guest is all we are able to do. We have made it right for the guest for the issues she had with the cabin. We have refunded back for the night of March 31 because the guest left a day early. We have refunded back 3 nights of the guest 6 night stay. Totaling a refund of a $1727.28 which is over half of what she paid $2850.44. This is our refund police. No refunds will be made for break down or malfunction of appliances (televisions, DVD players, etc.) air conditioners, heaters, whirlpool tubs, hot tubs, pools, or elevators; the presence of insects, critters or wildlife; acts of God; inclement weather; location of rental cabin or chalet; loss of electrical power, water, cable, or other utilities; or the conditions of roadways or driveways leading to the rental unit. No refunds will be made after you check-in and/or take possession of key code for any reason. We feel we have been fair in what we have refunded back to the guest. Consumer Response /* (4200, 11, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok...I will proceed with my attorney then.