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:01/21/2025

  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.

  Rented cabin from Timber Tops and Amazing views cabin rental 1-800-266-1066. Cabin name: Wilderness Splash lodge. Deposit Nov 16th 2024 $479.51. Remaining amount paid Dec 7th 2024 $4315.56 total paid $4795.07. *********** ******** Cabin was to be rented Jan 6th-13th 2025. On Dec 23rd 2024 I called Timber Tops to make aware we were at the hospital for medical emergency and needed to reschedule. My partner woke on Dec 22nd with double vision. We went to ER and cat scan of brain showed a mass tumor in front of her head. We were immediately transferred to a bigger hospital in Pensacola Florida. Dec 23rd the oncologist, neurosurgeon informed us it was cancer. Several cat scans and MRIs were completed. Biopsy resulted in multiple myeloma blood cancer. We were in the hospital for 13 days Dec 22-Jan 4th. The following week at home health care was set up. We have a nurse come weekly and physical therapist come twice a week. We are currently awaiting appointment Jan 21/22 to discuss surgery for brain tumor removal, radiation and chemotherapy. I spoke to Rebecca at Timber tops about rescheduling our stay for a later time. She said no. I called back twice on different dates to see if she could speak to management to reconsider. Jan 6th and Jan 13th. I have records of all claims in the above and can send any information necessary. I would either like to reschedule or full refund. These circumstances were out of our control. This is a very stressful time for the family and my partner. I honestly can’t imagine a company not working with us due to the circumstances. Please assist any way possible and Thank you for your time with this matter

  Business Response

  Date: 01/21/2025

  Dear Guest,

  Thank you for reaching out. Please refer to the direct communication from our Guest Services Department.

  We are happy to confirm that we’ve reached a satisfactory resolution.

  Kind Regards,

  Timber Tops

  Customer Answer

  Date: 01/22/2025

   
  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,
  
  Pam ********

• Initial Complaint

  Date:01/08/2025

  Type:Billing 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 paid for cabin to check in on Jan 5-7 at Timber Tops cabin ridge. Where she we start on our stay this far. We arrived and the code did not work. The doorknob is broke on the front door, the pool was broke day 1, we were finally able to use it last night around 4. I'm pretty sure the cabin was not clean prior to us arriving, given the state of the cabin and the pictures we took. Dead lady bugs in the bed, well At least we hope they are dead. 4 of the people in our party have got bites all down their face and arms and legs after sleeping. So it is either lady bugs or bed bugs. We have barely had hot water, on the main floor only has been consistent with being able to shower. The tvs in the bedrooms on the second floor do not work and the fireplace has soot all over the bricks from when we arrived, eluding us to believe it's not vented corrected which causes an issue because the smoke dectors are not working. Mold in shower number 7, windows do not close all the way and dead stink bugs throughout the cabin. I would say either you threw us into a cabin at the last minute and thought it wouldn't be okay with us and did not check the condition or clean it prior to us arriving. Also, your dishwasher is broke with standing water from when we arrived. We have no where else to go tonight so we are sticking it out one more night, half our party left this morning due to the conditions. Just letting you know this is not okay, for the money we paid for the cabin this is not acceptable.

  Business Response

  Date: 01/09/2025

  Dear Guest,

  Thank you for reaching out. Please refer to your direct communication with Timber Tops and the agreed upon resolution.

  We value you as our guest and hope to accommodate you again soon.

  Kind Regards,
  The Timber Tops Team

• Initial Complaint

  Date:10/16/2024

  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.

  see Attached document

  Business Response

  Date: 10/18/2024

  Dear guest,

  Thank you for reaching out. We apologize for any inconvenience.

  Our records show that we went out to resolve the issues that were reported during your stay.  From your correspondence with BBB, you've added issues, after your stay, that were never reported.

  Please refer to the rental agreement in which it clearly states that Timber Tops has to be notified about any issues and be given the opportunity to resolve the issues during your stay.

  Kind Regards,

  Timber Tops 

• Initial Complaint

  Date:10/13/2024

  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.

  On April 21, 2024 @ 2:05 pm (est) I signed a contract agreement for a cabin rental for a vacation with our Children and Grand children Nov 23 thru Nov 30. We paid a deposit of $1170.67 then followed up with 2- $3,000.00 payments. Due to the storm that came thru destroying roads, homes, businesses and lives my husband and I felt it necessary to CANCEL this vacation for several reasons including roads and access to get there and more importantly helping those in need, some being friends and family. My husband, Carl **** spoke with Angie on Wed. Oct. 2nd to cancel. She said she could only refund the 2 payments of $3,000 ($6000.00) leaving a balance of $1170.67. In the beginning, We were told if we cancelled within 60 days that we would have to pay a service fee......we expected that to be possibly $250-350.00.....certainly never expected it to be $1170.67 (our deposit) and ESPECIALLY under the circumstances!! We finally spoke with the manager, Jen on Friday Oct.11th @ 3:32 pm and she just kept repeating that was there policy to keep the deposit. She said there was NO one else we could talk to and that was there policy, doesn't matter why you cancel. Being business owners ourselves, My husband and I think that is REDICULOUS and poor business practice. They only care about themselves and that's a shame!! Many many people are displaced and need help! We're hoping and praying the BBB will speak with higher management or owners on our behalf for a settlement on this deposit. My husband Carl will takeover corresponding from here. You can still use my email but IT IS BEST to call him directly on his cell phone @ ************. He will call back immediately if you have to leave a message. Thank you for your time and help. W. Lynne Duff

  Business Response

  Date: 10/16/2024

  Dear Guest,

  Please refer to the Cancellation Policy and the signed Rental Agreement.

  The agreement clearly states that the Service Fee will be charged for cancellations within the given period.

  It worked out that we actually charged you less than the service fee. Refer to the Confirmation Letter showing the breakdown of charges.

  Kind Regards,

  Timber Tops

   

• Initial Complaint

  Date:09/18/2024

  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.

  HORRIBLE. this was a weekend get-away for 8 people. The cost was almost 4500.00. Day 1-I was never able to use the toilet in my room. I complained that my toilet needed to be fixed every single day that i was there. They sent a guy to fix it, he did not fix the issue, he just left, and when we called back to tell them that it still didnt work, they were closed, so he came the next day, and still didnt fix it. They toilet didnt work during the entire stay that i was there. Also on Day 1, we wanted to get in the jacuzzi, but it was extremely filthy. We put a work order in for this. ALSO, on day one, we didnt have hot water, wifi ( couldnt set up movie night in the theater room, nor download movies to our phone) Day 2 - they came to clean the jacuzzi, just to find out later that it doesnt work anyway, so they sent the guy back out there, and he told us that the motor is bad, and it wont be fixed during our saty, BUT he fixed the hotwater (the hot water heater had blown out previous to our stay). Still no internet and no toilet Day 3 - NO internet and no toilet Day 4 no internet and no toilet then when i complained about all this, they offered 120.00 refund on a 4500.00 bill the only amenity that was available to us was the pool. Everything else was broken, (including the toilet in the main room) for the duration of the stay

  Business Response

  Date: 09/20/2024

  Dear Guest,

  We apologise for the inconvenience you experienced during your stay.

  Our notes show that we tried to resolve the issues. We offered a refund for the inconvenience where we were unable to resolve an issue.

  Kind Regards,

  Timber Tops

  Customer Answer

  Date: 10/01/2024

  I'm sorry that my response is late, I was out of town due to a family situation.

  Yes, they offered me 120.00 refund for all the items that I mentioned earlier. That doesn't begin to cover the inconveniences over the whole weekend. 

• Initial Complaint

  Date:08/22/2024

  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 08/10/2024. Was a perfect cabin to accommodate our family. Went to dinner that evening and came back to no water. Called timber tops at 10:50 pm they never returned our call all night. Called them back at 9:05 am and was told we was a priority. No one showed up til 4pm. Was then told this is an ongoing problem that they need an electrician not a plumber. Finally after many calls we was moved to a cabin that they said was an upgrade. They want my grandbabies to go outside down a deck by themselves. They don't care they wasted a full day and didn't accommodate us with something like we had.

  Business Response

  Date: 09/08/2024

  Dear Guest,

  We apologize for any inconvenience during your stay. We have done everything possible to resolve the issue. We offered to move your party to another cabin, but you wanted to move back to the original cabin.

  The issue was resolved.

  Also, please refer to the multiple calls and communication with management. We are sure you would agree that our team did their utmost best to assist.

  Kind Regards,

  Timber Tops

• Initial Complaint

  Date:07/10/2024

  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.

  I originally booked my reservation through Airbnb on April 4,2024 and in May the owner called me to inform me he had sold it to TIMBER TOP CABIN RENTALS and they would take over the reservation. I have paid all $******* for the house for a vacation that is to start JULY20 THROUGH JULY 27. Due to unforeseen events. My father had to have emergency quadarule open heart surgery on JUNE 21 2024. and is still in ICU as of todays date 07-10-2024. He and my mother were the reason we were coming on this vacation for there 49 wedding anniversary. I totally understood the policy of no refunds and I called today and Jennifer who answered the phone was so rude to me. Any who I asked was it possible to have half, a quarter of my money back or even a credit for next year when we plan a vacation and NO was the answer. I have all the necessary paperwork from the hospital and doctors for proof and still NO. I get you have to have a refund policy but sometimes the policy is able to be broken under certain circumstance's. There is an exception to every rule. I Just felt like all the stuff my family is going through right now there could have been a little bit of something that this huge company could have done for my family. Its sad that people just don't care anymore. just a little bit of compassion goes a long way. My faith in customer service has really been tested. Sincerely, Shannon ******

  Business Response

  Date: 07/31/2024

  Shannon,

  We are sorry to hear about your circumstances. As you stated and acknowledged, the rental policies are in place to protect the owner of the property.

  We will follow up on your request and get back to you.

  Kind Regards,

  Timber Tops

• Initial Complaint

  Date:05/13/2024

  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.

  I stayed at Friendship Mountain Retreat Cabin (conf# 453662) located in Sherwood Forest Resort in Pigeon Forge, TN which is Timber Top Cabin Rentals book and make reservations for. On May 5th thru May 9th, 2024. I stayed in this 12 bedroom cabin with my family. The second night in the cabin my bedroom on the top floor bed was soaked because it rained and the ceiling leaked all night. I called the office that night to advised them and request clean bed sheets but they were closed so I left a voicemail. The next day they sent out a maintenance man who came and took pictures but I never received clean linen. I called the next day to ask for the linen again. The next day I called again because water was leaking from the ceiling onto the stove in the kitchen and the maintenance man had to come out again. Also the first day the pool was too hot for my family to enjoy so we couldn't use it. The next day the pool service man came out and took the temperature of the pool and said it was 99 degrees. My family could not get in the pool for several days until it cooled off. We tried to wash the dishes in the dishes washer but in just filled up with dirty water. At this point I was so tired of calling the office. Finally the worse night of all, the night before I was to check out and get on the road it was raining all night and at 3am in the morning I was awaken to my bed and room being flooded because the ceiling was leaking in the whole room. I had to get up and find another family member to sleep with but to make matters a little worse another family member room was leaking from the ceiling as well. I called the office the morning I was checking out and requested some of my money back. I spoke with a young lady name Karen and she told me that she will have a manager to call me back. I never received a call. I will like to be compensated and request some of the money that I paid to be refunded back to me. I paid $5380.36 for 4 nights and it was a horrible stay for my family.

  Business Response

  Date: 05/27/2024

  Dear Guest,

  Please refer to our direct communication with you regarding a desirable resolution.

  Thank you for your patience.

  See you again soon.

  Kind Regards,

  Timber Tops

• Initial Complaint

  Date:05/07/2024

  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.

  Rented Forest View Hideaway from May 2-5 2024 with Timber Tops and Amazing Views Cabin rentals. Arrived at the cabin at 3:00pm. We both took some items inside the cabin and my wife had to pee, upon me entering the cabin the second time there was an awful sewage smell that took over the entire first floor within 15 seconds of flushing the toilet. We went around the cabin to each toilet and flushed them and the smell kept getting worse. My wife called Timber Tops and spoke with Karen and that they would put in a work order to have a plumber come out. We then let the sink water run on all faucets and discovered the smell was coming from the water. I told my wife there is no way we’re staying here and bathing, cooking, brushing our teeth in that water. I called Timber Tops back and spoke with Karen to let her know that we were not staying at the cabin because they let us check in knowing the cabin had a smell issue. (We were packed up and leaving the cabin within an hour of our arrival) She said “I told you we were sending someone out there”. My wife explained that someone came to the cabin to clean prior to our arrival and if they cleaned at all that there was no way that this wasn’t a known issue. I asked what we need to do regarding a refund & making this right and she said we’ll have to wait on the report from the plumber. My wife then stated” I’ll be waiting to hear back”. Not one person called to let us know an update on when the plumber came out, when it was finished, and what he did to fix it, Nor was any accommodation offered for a different cabin. We went back into town and rented a room for our originally scheduled dates. ***** paid for a hotel, we have the receipt. After no call Thursday or Friday, my wife called for an update. Spoke to Karen again. Plumber changed filter and ran water. We checked for ourselves and the water was better but still smelled of sewage. We were denied any refund from management (Allison) and were hung up on. That’s not all!

  Business Response

  Date: 05/10/2024

  Dear Guest,

  We apologize for any inconvenience.

  Please refer to our direct communication with you earlier today.

  We believe we’ve reached a desirable resolution.

  Thank you for your time and patience.

  Hoping to see you again soon.

   

  Kind Regards,

  Timber Tops

  Customer Answer

  Date: 05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* *******2, and find that this resolution is satisfactory to me. A member of upper management reached out and made this situation right. I am very pleased with their response and will consider Timber Tops again in the future. Thank you so much for your professional handling of this matter. 
  
  Sincerely,
  
  Clinton ******

• Initial Complaint

  Date:01/18/2024

  Type:Billing 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.

  The cabin we rented was ***** for 2 days , I’ve never stayed in a dirtier place , we saw mice , there was dirt on the floor , stains on the matt , pillow sacks were turned inside out to hide dirt , 1 fireplace did not work, no gas in the fire pit , when we called to complain they said someone would be out , they did not show up until the next day and only with a gas tank , there was not enough toilet paper , garbage bags , or cleaning supplies, we had to buy stuff out of our own pocket and this was only a two night stay so we spent way to much time on things that they should have handled , when I asked for a partial refund they claimed we never complained

  Business Response

  Date: 02/08/2024

  The system notes state that we tried to resolve the issues during the guests' stay, but the guests refused a cleaner call-back/service.

  We cannot refund a guest for issues they will not allow us to address.

  Kind Regards.