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:01/22/2025

  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.

  We purchased a travel trailer in August as a result of that purchase we were approached by K&M with a free lifetime membership that quickly turned to actually having to pay several thousand dollars and hundreds in yearly dues. We attempted to reach back out to the sales agent who convinced us to purchase the membership to discuss options to cancel in the days following the meeting. Weve submitted an online contact and have tried calling the sales agent with no response. Several months later we have gotten no response to discuss our inquiries and fear it is too late forcing us to be stuck.

  

  Business Response

  Date: 01/24/2025

  Please see attached, the first communication the corporate office had with them is the email sent by ******** on November 2nd. I have attached our cancellation policy, they received the instructions in two place on how to send in a letter and cancel for a full refund.  We do not feel like our sales team did anything wrong. They are also provided with the phone number to the corporate office if they in deed did not have a response from their sales person.

  We have no record of notes in our system that either one of them every called.

  Thank you

   

• Initial Complaint

  Date:09/05/2023

  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.

  We purchased membership and had not been using it as it was difficult to get into a reservation that for our time frame and everyone we booked it felt as though we would receive a campsite without full hook **** Cost of visits and annual dues we higher than expected and was costing more than camping would at other locations annually than it was with KM Resorts fees each year.We were underwhelmed and disappointed at each KM Resort location we visited. Maintenance at facilities was lacking and facilities listed did not meet expectations or were closed during visits.When asked to sell membership in January 2023 and we were told that we could not and the only way to get out of it would be to submit a letter to KM to cancel our membership and we would not have to pay dues but could not receive any refunds.When I recently wrote to KM Resorts to question this and look into seeing if we could actually sell our membership, the email response stopped.We felt as though the descriptions of each Resort were false. My children were disappointed at each resort's appearance and facility conditions. My wife reminded me that had asked during the sales pitch of selling the membership if needed when we moved out of state due to military assignment and if it would be an option, the sales person told her yes but to remember all the great benefits outside of the state of WA that the membership offered.We as a family have felt as though nothing we were told was true about the Resorts conditions and facilities offered was truthful or correctly pictured in any of the advertisements.

  

  Business Response

  Date: 09/06/2023

  ****************** is false in his accusations. I have attached the letter from him dated January 19th, 2023 cancelling his membership.  I also attached his history of camping; he has never been turned away from camping at our facilities nor have we been closed. Our resorts are open 365 days a year.  We responded to him last month and let him know he could not transfer his membership and that he had cancelled it in January.  His lack of usage when he had a membership has nothing to do with KM, he purchased 20 days a year and that was available to him. We do not have any notes from him or calls saying he was disappointed with our resorts until recently when he is being told he cannot transfer his cancelled membership.

   

  Customer Answer

  Date: 09/06/2023

  Complaint: 20558488
  
  I am rejecting this response because: I stated  "it was difficult to get into a reservation for our time frame and everyone we booked it felt as though we would receive a campsite with full hook **** We had been told we could not make a reservation for one of the Holiday weekends as it was full and that was understandable as it was short notice as I had just returned from a deployment over seas.  

  
  We submitted the letter to cancel our membership as it was the only option presented to us after I talked with KM Resorts.
  

  After review of my contract, I do not see anything stating the membership is not transferable. It actually says in the Public Offering Statement (dated 2021), that was given to us when we purchased the membership, that memberships are transferable after 2 years. When I asked about selling it or ways to transfer / sell back the membership this was never presented to us as an option and only way was to submit a letter to cancel the membership.
  The delay in response from last month August to yesterday(06 September 2023) emails was also an issue. No follow up on why we would want to exit a membership in the first place is concerning and represents to me the the lack of customer service and care for members of KM Resorts. That is why you never received complaints directly from us. We had made comments and asked questions when we visited resorts on when facilities had / would be updated example being the hot tub at the ****** location.
  
  
  Sincerely,
  
  *************************
  

  

  Business Response

  Date: 09/18/2023

  We have sent the letter that shows he cancelled his membership; he would have had the option to keep it and continue paying the annual fee.

  The membership is a non-transferable one and now cannot be reinstated. 

   

  Customer Answer

  Date: 09/20/2023

  Complaint: 20558488
  
  I am rejecting this response because: The public Offering presented to us when we purchased the membership says that KM memberships are transferable. Nothing else on any document received at signing for the membership contradicts this statement. This option to transfer / sell our membership was not presented to us when we looked to sell our membership originally, Only the option to release / cancel our membership was presented to us and that was the only option. Why is the public offering given to us different from what KM Resort is currently telling and told us when we asked about selling the membership originally.
  KM has stated multiple times that current memberships are not transferable since we asked about transferring and selling our membership. If this is true, why is it not specified in any of the documents provided when we purchased our membership and not presented during the sales pitch to us.  I have also seen KM Resort memberships being offered on the resale market pages. If not transferable why is memberships listed on the resale market?
  We also received a phone call from our sales agent at KM Resorts after submitting this complaint originally. The conversation started off politely but quickly turned negative as the sales person was defending her sales pitch from over two years ago. When we said we had nothing in writing stating the membership was not transferable but had documents to the contrary, the Sales person got extremely defensive and rude.
  At that point I asked the sales person if they could please follow up the phone call with an email summarizing the details of the phone conversation. We were told that they would not do such a thing as we are not a customer anymore of KM ******************** and that it was just a courtesy call.
  We would not have purchased a membership if it was not transferable for the price we paid as we are a military family who may have been stationed at a new duty station outside of the continental ************* or overseas at any time after the purchase.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/29/2023

  Again, he cancelled the membership, it is not rein statable and states that in the documents. There are no notes that he called in and asked any questions regarding his membership, we would have done what we could have to accommodate him, within the rules of his contract. I feel we have given you the documentation required to close this case.

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair 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.

  I have asked this company to stop contacting me and they will NOT stop!!! I got THREE calls from them just TODAY. It is extremely irritating and predatory.

  

  Business Response

  Date: 09/01/2023

  We will take out her phone number out of system and stop calling her. The customer has to ask us to remove them and we do.

  thank you

  Customer Answer

  Date: 09/01/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:08/21/2023

  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.

  My girlfriend and I recently purchased our trailer to live in full time, we both work and cannot go camping very often but decided to go to KM Ocean Breeze resort because we were given two free days through our dealership. When we called to schedule our reservation we were told that we had won a random drawing for a $2,500 free lifetime membership to KM Resorts and had set an appointment for us to get that setup at 10 when we are supposed to check out by 11. When we arrived at 9:45 no one was there we happened to see **** helping another couple in the parking lot and asked who we talked to about our membership appointment he said to me, and took us inside through a back door and sat us down and started going over membership perks. He continued to talk to us until after 11 and pressured us to buy a $5,000 membership even though we clearly would not be using it often or really at all. We kept saying we just wanted what we had won and he said "Oh that one sucks" and continued to pressure us to buy their primer package even though we didn't want or need it. We were not given any time to talk anything over he just sat right in front of us and stared blankly at us while we tried to decide we asked about a late checkout fee and he said members can stay as long as they want. We felt as if we could not say no applied for financing twice and got declined twice then made us do in-house financing to sell us. We were told that our $2,500 credit would be used towards this, but it was not. We were not fully aware of what we were signing and feel as if we were coxed and pressured. he filled out the customer review himself for us saying that "**** is Awsome" and then we were rushed to get out for the next appointment. We did not know what were signing up for as it seemed to be purposefully incredibly confusing. We are within our 3-day cancellation buffer and would like to cancel and receive a refund on my card this is not what we wanted and we were not aware of what we had signed.

  

  Business Response

  Date: 08/21/2023

  We will refund their money, they are in the time period to cancel. We are sorry about their experience and will touch base with them regarding their refund.

• Initial Complaint

  Date:03/05/2023

  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.

  July 2022 I purchased a $10,000 lifetime membership from ************************* at the ****** Location with the understanding that if I ever wanted to "cancel", KM Resort would buy back the membership. ************************* explained everything from what's included, the 2 weeks stay, leave for 7 days, come back for 2 weeks and so on. My daughter and I stayed our 2 weeks and when I called to make a reservation at the ************** resort I was told they do not take our membership and she could give me a 10% discount on there already $65 per night fee. Whereas ****************** made it clear that I could stay anywhere in the nation for $10 a night. That is what sold me on this "lifetime membership". So now I'm in a panic, I called ************************* and explain the situation and he specifically said to "go ahead and stay a couple extra nights and we'll get this sorted out"... he also said "I can meet you in my office tomorrow after I get fitted for my custom golf clubs" Next day comes, no call, I called, no answer.. following day I'm being told by the front desk that I have to leave. I was not able to contact ************************* for three days and it wasn't until I called the corporate office. I spoke with ***** who was extremely rude and I told him I wanted to cancel and get a full refund. All he said was "we don't buy back memberships, did you get that in writing ? '" How would I know that I would "need that in writing" ? Your salesman told me this. I advised ***** to call ***** in which he did, that's why ***** finally called me back. I asked him if he remembered telling me about buying back the membership and he said "YES". I have sent letters, made phones calls and still no one has responded. This company is a joke, they say what want just to get you hooked and to buy into their memberships. I've seen a lot of complaints about the $15 night for friends and family but yet they charge you $75, This has happened to me as well. All I want is my $10.000 refunded. I've ************* statements.

  

  Business Response

  Date: 03/09/2023

  I have attached documents ****************** signed and reviewed with her sales representative ***********************. We do not allow people to cancel whenever they want, nor is it in any of the documentation. She initialed a document that she was not promised anything that is not in writing in the contract she signed and received a copy of.  She also received a directory of resorts "other than KM" parks she can use for the $10.00 per night, I have attached the information in the directory that explains the "good neighbor parks" and the process to use them. The resort in ******************, I am assuming she is referring to, is called *********************, it is part of the Good Neighbor system, and she would just receive a discount for staying at that park. The family passes are $15.00 per night, and she can use up to 4 per year, each pass for 7 nights, I also attached the page from the *** directory that explains that. She refers to us charging ***** per night, that is for a guest to stay at one of her home parks, the *** pass is to be used at *** preferred resorts and not at her home resorts.

   

  We have been in business for over 35 years, she had three business days to cancel her membership, we take care of our members and will help out however we can. She had time to read over the contract and call to ask any questions. We apologize if she misunderstood, all of the rules are in the contract and the member handbook she received. 

  Thank you. 

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19541674
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/23/2022

  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.

  Recruiter said the entire fee would be $460 for access to all 8 WA sites, this is not the case. In person, we were told that the over 6K dollars would be charged to a credit line. We were not informed the interest would be *****% after 6 months. We were instructed to sign forms without complete explanation or time to review. Their own documentation states that we will be provided a tour of one of the sites, we were not. Terribly misleading. We were "** sold" at every turn ** the transaction. *****, the recruiter was not up front and neither was ****** our sales agent.

  

  Business Response

  Date: 09/26/2022

  As stated in the attached copy that ******* attached, it shows what the interest rate was on the financing agreement and what our cancellation policy is. She contacted us and we are refunding her, I am not sure what her complaint is about, she followed the policy and will receive her money back. It shows in the contracts that they signed, they agreed to the terms. There was nothing deceiving, it was laid out in the contracts they signed.

   

  Customer Answer

  Date: 09/26/2022

   
  Complaint: 18119854
  
  I am rejecting this response because:

  As stated the initial complaint, your staff did not explain the terms or allow us sufficient time to review the contracts before signing. This is poor practice and other consumers should be made aware.

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

• Initial Complaint

  Date:05/18/2022

  Type:Sales and Advertising 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 went to a sales meeting with ****** on 3/30 in which the we had a $2500 credit for a membership sponsored by the ** dealer we purchased with and 3 free nights to stay at any KM resort. ****** told us we we could bring friends and family for $15 at any KM resort, which we later found out was $75 a night and completely gave us false information. We were initially told we could come to the sales meeting, try out our 3 free nights and then come back to talk paperwork. When we got to the meeting he said if we left without joining we would lose our $2500 credit. He upsold us to a higher package as any good sales man would do, giving us misinformation about the pricing of taking our friends and family. We also tried to book during two holiday weekends and were told friends and family passes could not be used during holiday weekends. I called the office and talked to *****, the sales manager. We made an appointment to meet with ***** and ******, in which ***** said he would be present. ***** also said we could change and downgrade our membership to the adventurer. My husband and I drove 1.5 hours to this meeting in which ***** was not at. He completely stood us up. After asking ****** three times why ***** was not there he said, oh, he had an emergency. ****** was there and we were met with excuses and him saying he did not say friends and family were $15 a night, which is untrue. We have not stayed one night at any KM resort. We left the meeting with no resolution, it was a complete waste of time and driving. The customer service and misinformation from the very beginning is not a way to run a business. We are completely dissatisfied and upset with how they are handling the situation. The enjoyment of camping with this company is completely lost. We asked for a downgrade of our membership but in fact would like to cancel completely.

  

  Business Response

  Date: 05/19/2022

  ****** explained to them that the family passes are to be used through the *** resorts and not their home parks, we do allow guests to book only 7 days in advance at the *************** for ***** per nt depending on availability and not on a holiday weekend. If we allowed all members to bring guests on holidays, we not have have availability for members that spent money on a membership guarantying them access. I have attached a part of their contract ****** initialed saying she understood family usage and guest passes. ****** met with them on the 18th and let them know they could downgrade and again explained the guest rules.  The guest usage is also in our public offering statement that they signed they received a copy of, I have also attached the page where it is explained.

  I apologize they did not understand the guest usage, the reason people purchase a membership for themselves is so they have access to resorts, we have to have strict guest usage policies in order for our members to always have a place to camp.

  Customer Answer

  Date: 05/19/2022

   
  Complaint: 17218395
  
  I am rejecting this response because:

  I placed a call to ***** yesterday following our meeting for a call back as to why he specifically told me he would be present at the meeting on 5/18 and was not present. I have not received a call back. As we are now informed following trying to make reservations for family on Holiday weekends we are not able to do so. At our meeting on 5/18 after informing ****** we were misguided about this information of booking friends and family during holidays and being told it was $15 for family at KM resorts at our initial meeting, ****** stated yesterday on 5/18 the people working at the parks taking reservations are new, I dont know why they told you that. I can book your family on the holiday weekend for you. This is complete contradictory information from what I am reading in response I have just received from the company. Again, we are receiving different information depending whom you are speaking with. The fact is ****** said in our sales meeting booking family is $15 at KM resorts. That was the information presented at our sales meeting. Again, completely disappointed how we are still receiving conflicting information, and have not received a call back when requested. We do not want to continue to do business with this company. 

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