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:07/26/2024

  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.

  We reserved a cabin for 7/18/2024. Our transmission went out on the way there. I called immediately and was told by the insanely rude KOA manager that there was no possible way they could refund me. I checked, and they immediately double booked the cabin, so there was obviously a way they could have refunded us. Now not only were we stranded, but the manager basically laughed in our faces and stole our money. When I asked if we could stay there Monday the 22nd, we were told that "due to a bad review, you can't stay here".
  
  To summarize, KOA took full advantage of a family on a budget that was stranded in order to make double their money.

  Business Response

  Date: 08/26/2024

  Hello,

  On July 17th, 2024, the customer reserved a 2 room Cabin for July 18th, 2024. The day of the reservation, the customer called the office and explained they had car trouble and would not make the stay. Staff called management to say that the customer was rude and wanted a call from management, as when she stated the cancellation policy, customer was derogatory. Manager called and to help resolve the customer not losing the total cost of the stay, extended the opportunity for the guests to have the next night (as the cabin was still available). The customer agreed. We moved the reservation from July 18th, 2024 to the following night July 19th, 2024. The next morning, the customer map was still in the night reservation box, which means they did not show. There was also no call. We noted the account and finalized the cancellation. The next interaction, was a call on the evening of July 22nd, from our security about 10:00 P.m. ish..to the manager that there was a guest outside the main building that demanded a cabin. When we looked up the customer account, we had realized that it was the customer who had previously had to cancel, yet did not show up for the 19th.. and now showed up without a call on the 22nd. The cabins need to be rented before the office closes 8:00pm., as they all have key locks and we do not rent after the office closes. Customer was derogatory to the night security as well as the manager. They left a profanity review on the KOA reviews (Which KOA deleted due to profanity) and also left 3 bad reviews on google, which we do not respond to. We feel we extended our services to accomodate, even though there was no refund by cancelling the same day. The only thing that we could refund is the 20.00 pet cleaning fee, as they did not show for the July 19th stay. Let us know if they would like to have the 20.00 pet cleaning fee refunded to their account.

  Please see attached documentation and call ************ and ask for ******** if you need any clarification of the documents.

  Thank you,

  Amarillo KOA Journey

  Customer Answer

  Date: 08/27/2024

  I am rejecting this response because: I already got my money back through my bank, which unlike KOA, values its customers and attempts to accommodate them. Therefore, our business is concluded and I will continue to leave bad reviews as the Karen who runs this place doesn't get to regulate reviews. If Karen had been nice, even for a second, I wouldn't have had to leave negative honest reviews. That's the way reviews work, when you have a bad experience, you let others know so that they don't make the same terrible mistake.

  Thanks to the BBB for their diligence, and I would simply have you recommend that people don't waste their money at the Amarillo KOA.

• Initial Complaint

  Date:07/09/2024

  Type:Customer Service 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 06/05, I returned a men's t-shirt, in the gift shop, purchased that morning. The attendant working took the shirt back, but was unable to issue a refund. She took my credit card number and contact information and said the manager would call me. The manager never called. I called the gift shop on 06/25. The attendant again took my name and said the manager would call. Again, the manager did not return my call.

  Business Response

  Date: 07/09/2024

  Hello,

  Management never got a message about a refund for a t-shirt, but after looking up the guest in our system, we refunded the 22.72 back on the the card the guest made her reservation with.

  In talking with staff, we believe it was an oversight of not getting the message to management and that you took the time to follow up a second time.

  We apologize we did not get the message.
  

  Please call the Amarillo KOA office after 4 business days if you have not received the refund back on your card.

  Anyone will be able to look up your account with your last name and the account will be noted.