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:24/07/2023

  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.

  I had booked a camping week at this campground over the phone. Then I received an email from them stating I only had 48 hours to send in a 50% deposit of the $248.60 total cost. Then at the bottom of the email they add a line stating all deposits are non-refundable. Most campgrounds have a cancellation policy if cancellation is done more than 2 weeks before the start date, then a fee of $20 to $25 will be charged. I find this acceptable. But Cedar Cove has now charged me $124.30 for a cancellation that I did 2 months prior to the start of my reservation. I do feel relieved that my reservation wasn’t for an entire week as then my fee would have been well over $200.00.

  Business Response

  Date: 24/07/2023

  This customer reserved on Jun 13 '23. An email confirmation of his reservation was sent out to him on that same day.

  The confirmation states that we require a minimum of 50% deposit, within 48hrs of this email, to hold your reservation with the balance owing due upon arrival. We do not have online reservations nor do we have a visa or debit machine on site, and do all our bookings via telephone. If we had a visa machine, this customer would have had to pay his deposit at the time of booking. The deposit is to hold their site. If no deposit is made then the customer would be contacted to remind them of their deposit to hold their site. If no deposit is still made then the reservation is cancelled, the customer is contacted to let them know that their reservation has been cancelled due to no deposit, and the site becomes available to the next person that would like to book with a deposit

  The confirmation also clearly states that all deposits are non -refundable. If the customer did not like our cancellation policy, then that should have been addressed with us prior to him paying his deposit. the confirmation also states that "if you have any questions or concerns, please don't hesitate to contact us at one of the methods below...see attached.

   

  Customer called July 24 '23 to inform us that he needed to cancel his reservation. He was thanked for letting us know. Customer then proceeded to ask "do I not get my money back. Response to that was for him refer his email confirmation and the cancellation policy on the bottom. This in turn went to a barrage of insults and threats such as bad ****** review & *** along with calling us a piece of sh*t business owner & campground and continued to use foul language. That's when he threaten with the bad ****** review and contacting ***.  See attached review and our response.

  Once the customer starting talking in threats of bad reviews, *** and swearing at us, our conversation was ended. 

   

  Customer Answer

  Date: 25/07/2023

  
  
  Complaint: 20365718
  
  
  
  I am rejecting this response because:
  
  As stated by cedar cove they force you to send cash or e-transfer so charges cannot be reversed. After 48 hours you lose your request for reservation forcing you to pay quickly. There are many people that must cancel for unforeseen circumstances and should be entitled to some sort or refund. I had a similar reservation that I had to cancel as well and as per attached I received a full refund. I only threatened bad reviews and *** after I was told “too bad, if you don’t like it, that’s just the way it is” I am not asking for a full refund because a cancellation fee is totally acceptable but not $124.30 for cancelling 2 months in advance.
  
  Sincerely,
  
  
  
  ****** *********

  Business Response

  Date: 26/07/2023

  When customer called to cancelled, he was referred to his cancellation policy on his email confirmation. At that point, customer responded with, you mean I don’t get my money back and the name calling with swear words and threats with bad reviews and contacting ***. 
  We are human and know that stuff comes up unexpectedly, and we deal with each cancellation as a one on one basis. Had customer not flipped out and threaten us, with the bad reviews and contacting ***, before we had a chance to speak, we probably would have worked something out with them. However, customer acting and talking the way he did, ensured us that he was not a customer that we were going to adjust our cancellation policy. 
  Politeness goes a long way and this case, it was not there. 
  The customer immediately left us a bad review and then contacted *** after the phone call to cancel. 
  It is very obvious that the customer is not happy, but the cancellation policy was written in bold letters. 
  Customer also had the chance to contact us if he had any questions or concerns, on the email confirmation but did not do that prior to paying his deposit. 
  

  Customer Answer

  Date: 27/07/2023

  
  
  Complaint: 20365718
  
  
  
  I am rejecting this response because:
  
  Yes I did curse a little and threaten with bad reviews but that was only after Cedar Cove told me in a smug manner that if I don’t like it that’s too bad and deal with it. I never asked for MY MONEY BACK I asked if I could get some of my money back. After several denials by Cedar Cove, that’s when I threatened bad reviews and ***. Cedar Cove insisted that they were not about to lose money on the cancelation because they were tired of always losing the money. If they would charge a reasonable amount for cancelation then maybe I wouldn’t be responding the way I am. You can verify the cancelation policies of many campgrounds all across Canada and this is the 1st campground I have seen with a non-refundable deposit. Even my wife offers refunds on her non-refundable deposits if requested well in advance. She knows what customer service is.
  
  Sincerely,
  
  
  
  ****** *********