ComplaintsforBear Cove cabins

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The full detail is attached as complaint.doc. This is the gest of it. I booked a cabin at Bear Cove Cabins for a 7 days vacation for my family of 8. I paid for their refund guarantee. After 4 of our family members not being able to go, I had to cancel it to move to a cheaper cabin the rest of us could afford. I cancelled on July 5, asked how long the refund would take and I was told 3 to 10 business days. I waited until July 19, still didn't have it so called them. I was told they had an issue refunding my money back to my card and said they mailed me a check. The next person I spoke to said the check had not been sent yet. I told her I needed my money asap as it is for our August vacation and I have to pay the new cabin in full, that I had to drain my savings account to do so and that I was told I'd have the money by July 19. Then she tells me the person that is mailing the check will be out of the office the week of July 22. I asked if they could overnight me a check before he left. I was told no. I contacted my bank and the HQ of my bank. Both told me they do not see any where they have initiated a refund and there is nothing wrong with my card, I had refunds prior that went through fine. HQ told me to tell them to do an electronic transfer. Or they could file a dispute to take the money but could take up to 90 days. I called Bear Cove back and told them this. They said they cannot do anything but would reach out to the financial department and call me back. They called me in Monday July 22 and kept saying the same thing. They are blaming my bank, my bank is blaming them while my vacation is quickly approaching and I have no money to buy tickets, clothing, food, gas, get my van tuned up and buy all my pet needs before we go. If we can't get the money and have to cancel we will lose the $3400 I paid for the new rental from being told we'd have a refund in 3 to 10 business days. I want my money now, I want them to overnight at their expense

  Business response

  08/13/2024

  Company states they could not refund to credit card because their card declined the process. Their office flooded and they had a delay in refunding the money by check, but it has been mailed out on August 7th. 

  Customer response

  08/13/2024

  
  Complaint: 22043942
  
  I am rejecting this response because:

  I cancelled on July 5, 2024.  There is absolutely no reason it should take a business OVER a month to refund my money period. My request for a refund was BEFORE the flood happened and before the person was out of town. This delay is absolutely uncalled for.  

  I was 5 minutes from their office the week of August 5 to 12th and asked if I could come pick up the check. Instead of allowing me to pick it up they say it was mailed same day at 9:36 am.  How convenient.  I am home now and still no check in the mail.  I will update once check is received.

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

• Initial Complaint

  06/20/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  My family rented the “majestic view” cabin. We were scheduled from June 15, 2024 to June 22, 2024. Second day we returned from Dollywood to have the punch key pad batteries die and we were locked out of the cabin for an hour. While the maintenance guy was there, I directed him to the leaking refrigerator. The water filter had leaked all over a couple hundred dollars worth of food and poured all over the floor. The maintenance man told me he would have to return the next day with a new filter. He returned early the next day and it took him 45 minutes to change a filter. Filter installed, he left. The fridge started to leak again an hour later. I just shut off the ice maker to stop the leak. Tuesday rolls around and we decide to do the water park. I notice some big bite marks on my sons back and neck when he took his shirt off. I chalked it up to mosquito bites. My wife noticed them and was concerned. She checked his bed when we got home and it was infested with bed bugs. They were all over. I immediately contacted the office and spoke to *****. She informed me that they will not move us to a new cabin and that they will have someone come treat the room. I told her that was unsatisfactory to us. This is a health issue. I told her if we were not moved, we would be leaving in the morning. We all slept in the upstairs living room after close inspection of it. We left at 7am to drive the 10.5 hours home. On the drive home, I spoke with *******. She informed me that they will give NO refund for the days we had left and would only refund the one day that we found the bugs. How can a company get away with this? I did not ask for a full refund. I was asking to be prorated the days we are missing because of their unsanitary condition of the cabin. I was denied this. We are out the money we spent on my family vacation as well as dinners we had booked that are non refundable. I am also out the money paid for amusement park tickets. Thousands of dollars.

  Business response

  07/04/2024

  Mr. **** called on Wednesday night to report an issue. He mentioned that he had had been having so many problems since he had arrived.  I asked him to review his issues.  Upon returning from a day out the keyless entry had stopped working and the fridge filter leaked. Both items were addressed by our maintenance staff.  The issue he was having this night was bed bugs. I asked him to take a few photos and text them to our Pest Control Vendor and he would return his call and would walk him though a few precautionary steps. I informed him we would compensate for this evening for the sleeping arrangements being out of order and that the cabin would be ready to go tomorrow after the treatment.  We have procedures and protocols in place for if/when certain issues may arise. Bed bugs are one of those issues. We are knowledgeable and have a very respectable Pest Control Company that, together, we can have the room/rooms treated and the guest back to their vacation in no time at all. I explained all this to the family and made all arrangements to have the property ready to go the following day. There was no need to pack up and leave the property and the state for that matter.  The property was treated the following morning, cleaned, and was released for rental.  We understand that bed bugs can be scary, however, this is an issue we have had to experience, study, and learn how to take care of when it occurs.   We apologize for the issues that this family experienced and would have liked for them to stay so they could have enjoyed the rest of their vacation.  Thank you, Bear Cove Cabins

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