ComplaintsforPigeon Forge Jellystone Park

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our Girl Scout troop was scheduled to stay in an RV at the Pigeon Forge Jellystone Park from July 13-19, 2024. On Monday, June 24, I called to inquire about locking into reserving one of the specific RVs. The person I spoke with said she would check into it and call me back. Later that day, I was talking to my mom, who is the leader of the Girl Scout troop, and she said she received an email cancelling our reservation that same morning. So, I called the park. They said an RV had been damaged in a storm and wasn't repaired in time for our visit. I asked how long ago it was damaged, and she wouldn't tell me. I believe it was their responsibility to notify us of the damage and the possibility that we wouldn't have a place to stay when that RV was damaged. I honestly don't think it was on their radar until I called that morning. What if I hadn't called? Would we have shown up only to be told there was no room in the inn? The woman with whom I spoke didn't seem particularly apologetic either. Pigeon Forge is a premiere summer vacation destination, and most people book 6 months in advance (like we did on November 3, 2023). So, it left us scrambling to find another place that would accommodate our group size.

  Business response

  07/01/2024

  Hello! We refunded this customers mother the day after the storm and sent out an email to all the ones this affected the next day! I’m sorry this happened but we can’t help Mother Nature and her path. We done everything in a timely matter and refunded entire amount immediately! There will not be any extra monies given at this time as we are trying to get things taken care of ourselves. 

  Thank you and have a great day

  Customer response

  07/02/2024

   
  Complaint: ********
  
  I am rejecting this response because: My mother never received an email about this storm before I called last week. I called on Monday, June 24 at 9:39AM. They said they would call me back. My mother received the cancellation email at 10:25 AM on June 24. So, it's clear they didn't contact her until after my initial inquiry.  If they truly did send an email right after the storm as they claimed, I would like to 1) Have it forwarded to [email protected] and 2) Have the exact date of the storm that is in question. The statements they made in their last contact are patently false. I doubt they will respond further because they don't have the original email because they never sent one. At the very least, I would think that BBB can investigate to see if they indeed have the documents they have referenced. As a reminder, this happened to a non-profit that does not have a bottomless penny bank. These girls worked their collective tails off for this trip, and to think it would have been all for naught without some my quick action to find another place to stay is disconcerting. If I have to get my personal lawyers involved, then I will. If they messed up and didn't contact us when they said they did, then all I need is a proper apology from the business stating as much. Without that, then I will have to take to social media to expose the them for the crooked business that they are. Its really a shame because we have stayed at Jellystone before. That will never happen again. 
  
  Sincerely,
  
  Natasha *****

  Business response

  07/10/2024

  We are truly sorry about this situation, however the lady that told you she would call you back had to hear back from maintenance about the damages. As soon as we knew for sure that we wouldn’t be able to rent it out we emailed all incoming guests for that camper. If we would have had somewhere for that many guests to go we would have moved and accommodated everyone, but we didn’t so we fully refunded. This will be the last communication in this matter.

  Thank you.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation on 1/21/24 to visit the Jellystone Pigeon Forge location in August. Unfortunately, we had to cancel our reservation on 5/28/24. We were informed that we would receive a full refund, minus *** in 7-10 days. That never arrived, so I reached out again and spoke with Jennifer who provided me with the email address of the owner that I had to reach out to for refund (only source of contact) and they said that they would be in touch within 72 hrs. That never happened, so I spoke with Jennifer again and she emailed owner once again. I then reached out to corporate office about the issue and they were going to research the issue and get back to me. They informed me that the issue was forwarded to their VP and that he reached out to the owner. There was ‘supposedly’ a clerical error and refunds haven’t been processed, but that I would in fact receive a refund no later than 6/21/24. Still no refund and I have reached out to corporate yet again on 6/24/24, but still no response. I would like to get my refund of ******* issued ASAP. It seems that this is an ongoing problem with this campground when reading their reviews online.

  Business response

  07/11/2024

  This customer was refunded last month!

  Customer response

  07/12/2024

   
  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,
  
  Melissa *******

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a reservation with the company, but now I am unable to go, so I reached out to cancel my reservation. Was told it was canceled and I would receive all but **** which I was fine with. I canceled my reservation on May 14th and it is now June 20th and I have yet to receive my refund. I have reached out multiple time via email because apparently they don't have a company phone number, when you call the park they tell you to email them and someone will reach back out to you but they don't. I am also disputing this through my bank. I just want my money back because I feel like I canceled in more than enough time, considering my reservation wasn't until August.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  March 11, 2024, we booked 2 RVs for July 6-12 at Jelly Stone Park in Pigeon Forge, TN. The reservation was for 5 adults and 2 children under 18. We received an an E-mail on April 12, 2024 that the RVs had maintenance issues from a previous guest and our reservation was moved to camping cabins. I e-mailed the park and asked the cabin numbers and how many people the cabin would accommodate. I didn't get a reply so I called on April 15th and spoke to Jackie. She said we were moved to the Boo Boo cabins. I looked at the cabins and let her know they were too small for 5 adults and 2 teenagers so we would have to cancel. She said she understood. She said would submit the cancellation and it would take 7 to 14 business days to get the money refunded back to our credit card. She e-mailed the cancellation confirmation to me on April 15, 2024. Since April 15, 2024, we haven't received our refund and we can't get a reply to any of our e-mails. I've called the park office multiple times and each time I'm told that Sandy takes care of the refunds. I asked for Sandy's phone number and was told that Sandy doesn't have a phone number and can only be contacted by e-mail. Sandy has yet to reply to any of our e-mails. It's been now been 2 months and we have no refund. I've contacted our credit card company as well. I have attached e-mails from the park regarding the damaged RVs, the cancellation policy, and the many attempts to get our money refunded.

  Business response

  06/17/2024

  Customer has already been refunded, she may want to check her account.

  Customer response

  06/17/2024

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  There is a worker named **** **** ***** **** ** ***** *** *** they have washers that leak dirty water in the floor then they fold laundry in there will let food go bad and still use it the pool that that’s up and running is not properly cleaned the owners don’t spend any money for maintenance on this place

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation on 02/20/24 for Memorial Day weekend. On 04/15/24, I cancelled my reservation and the campground told me that I would receive a full refund but it would take 7-10 days. It is now 05/01/24 and I still have not received my refund and I am getting the run around. I have called numerous times and have been told that they are "going to check on it" or I will call over and over just to try to get someone on the phone. I am very concerned that I am not going to get my refund at all and per their policy, I am owed one.

  Business response

  05/16/2024

  Mrs ***** was refunded over 3 weeks ago! If proof is needed i can screenshot a copy of her reservation showing dates and times.

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I did finally receive a refund.  Finally.
  
  Sincerely,
  
  Christina *****

• Initial Complaint

  06/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are writing to request a refund of $853.49 owed to us by Pigeon Forge Jellystone as per the complaint listed below. The charges incurred by myself and family members: Lora ****** $145.03, Brent Watson $552.06, Diane Wright $156.40 On 03/17/23 The staff at Jellystone accused us of having a dog in the RV that we were renting. The dog never came into the RV. The puppy belongs to my daughter who was also renting a site for their personal RV. Rather than come to our site to discuss the situation they called and said we would be fined $500 or we would be evicted. They actually called the police. We are now banned for life. The staff, Jennifer stated my son was rude (because he said no), she said my son cussed her (he did not - he was talking to her in front of my grandchildren, myself, and daughter - at no time was there any bad words said), she said they had video proof (there is absolutely no way because the dog was never in the RV), she said there was a dog carrier in the back of my son's truck (there was not), on and on and on the lies just kept coming out of her mouth. They stated the video does not lie because you could clearly hear the dog whining. The dog was tied up outside and had got himself tangled under the camper. If the dog had been in the RV, he would not have been whining. On 03/20/23 I contacted Jellystone Corporate and filed our complaint, they forwarded our complaint to the owner. On 03/24/23 we submitted our complaint with Pigeon Forge Department of Tourism, they also forwarded our complaint to the owner. On 04/14/23 I emailed the owner directly, Heather *********** and the park. We have not received any type of communication from the owner or the park.

  Business response

  06/02/2023

  They will not get a refund as one of the members in the rental RV was rude, yelling and cursing at the staff. We had to call the police department to have him removed it was that bad! This was only with the guy who stayed in the rental, and nothing to do with the rest of the family, they left on their own. When the cops are involved and it was no fault of the staff or the park they are not entitled a refund. I also attached a photo of our cancellation policy online.

  Business response

  06/21/2023

  The last reply stands. We will not be responding anymore on this matter. Thanks

  Customer response

  07/21/2023

  I appreciate your assistance.  Although the complaint has not been resolved I do recognize your efforts to mediate the problem.  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had a reservation at the business that was cancelled. There is a dispute about who cancelled the appointment but that does not matter for the complaint. The cancellation policy states that a credit for the amount spent will be given for use within 12 months at the campground. We were NOT given this credit. I would like to receive the credit to use for another stay.

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/11/04) */ This customer was offered a camp credit and he told us no he didn't want a camp credit, he was going to dispute with his credit card company (which he did)! He lost the dispute due to the same reason we offered in the first place. Now there is no camp credit or anything available for this customer as he lost the dispute. I have attached a copy of the notes in his file, this customer was very hateful, rude and called us all sorts of vulgar names which is unacceptable. Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never said to cancel the reservation. I said I was going to go back and read the cancellation policy again and I may have to dispute with my credit card company. When I checked the policy I noticed that the reservation was cancelled and called back immediately saying what I said above. The notes they provided prove I never called them anything vulgar. They also told me my side would get rebooked but I would still get no refund. I think that is illegal. My credit card company requested that I contact them about the credit before I dispute again which I did. They claim there is no credit but they have the money we were charged. How can there be no credit? If that isn't a crook, I don't know what is. Business Response /* (4000, 9, 2022/11/07) */ He disputed with his credit card company and lost (5 minutes after he told the office he was going too, not that he may have to). There is nothing available left on our end as we tried to offer a camp credit and he declined it saying he didn't want a credit he wanted his money back (we couldn't do per our cancellation policy). This is our final decision regarding this customer per our last response.

*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. ↩