Complaints

This profile includes complaints for Emerald Cove Resort's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Emerald Cove Resort has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Emerald Cove Resort

  2715 Parker Dam Rd Earp, CA 92242-9712

  
• 

  Colorado River Adventures Inc

  3829 London Bridge Rd Lake Havasu City, AZ 86404

  
• 

  Ghost Mountain Ranch

  PO Box 1149 Pacific House, CA 95726

  
• 

  Colorado River Adventures Inc

  6275 S Avenue 8 1/2 E Yuma, AZ 85365

  
• 

  Ghost Mountain Ranch

  5560 Badger Hill Road Pollock Pines, CA 95726

  

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:06/04/2025

  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.

  They sold me a time share with vacations and rv. They wont allow me to ever make any reservations. They dont answer the phones. They wont return calls. They have not provided anything they sold me. I have not been able to reserve anything ever anywhere. I am paying a lot of money for this contract for nothing. They breached their contract by not allowing any reservations to anything ever. I want a refund and to stop payment. I dont want bad credit. They are not providing anything. They want money from me in exchange for nothing.

  

  Business Response

  Date: 06/16/2025

  Ms. ***** purchased a membership with Colorado River Adventures at our Pismo Beach location. The membership gives her the "right to use" the 10 campgrounds in the *** system. We are not a timeshare company. Of course, there are times when a campground is booked for certain dates, but there is always availability in another *** campground. When she purchased, she was enrolled into reciprocal systems that allow usage in their campgrounds and also includes vacation packages. So, there is always availability for use of the membership. The loan she entered into is legal and binding with all rights of collection including outside referral. She is current on her loan payments but has not paid her annual maintenance fees which were due January 1st. Upon payment of the dues the "block" will be removed from her account. I would suggest that when availability is an issue in her park of choice to try another campground.

  ***** *****

  Office manager

• Initial Complaint

  Date:05/22/2025

  Type:Order 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 am not liable for this debt with Colorado river adventures. I do not have a contract with ************** collections. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 05/23/2025

  Mr. ****** purchased a membership with Colorado River Adventures in July of 2022. He entered into a legal and binding loan in order to do so. The loan has all rights of collection including outside referral. He quit paying in January ******************************************************************************************************************************* order to have the account closed.

  ***** *****

  Office Manager

• Initial Complaint

  Date:04/10/2025

  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.

  The date of transaction was 08/2023. I stayed at Ghost Mountain Ranch and they sold me some package to stay there. I was running from my abusive husband with my 3 children (then twins 8 months old and my 12 year old son). I was in the middle of making a complaint last year and was unable to finish. I have been dealing with getting a R.O. against my husband, custody, child support, getting a new full time job and settling the divorce. He is currently active duty military and I am trying to resolve this. I received 2 collections notices in the mail for over $11,000.00. I stayed at the resort for a week. I don't believe I should pay this as they gave me no way out of the contract and negotiating fell apart. How is $11,000 appropriate for no services? Now I have to deal with Aspen National Collections *** Acct#******($10,638.09) and #******($534.20). I don't know what information to give. Should it be the original business or now the collection agency? The collection agency is trying to charge interest. This is on my credit report and possibly could go to court? They want to sue me garnish wages?

  

  Business Response

  Date: 04/18/2025

  Ms. ****** purchased the membership in 2023. She entered into a legal and binding loan to do so. The loan provides the company all rights of collection including outside referral. She made a few payments in ******************************** April of 2024 her account was turned over to Aspen National Collections. She needs to settle the debt with them. 

• Initial Complaint

  Date:03/28/2025

  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.

  On April 9, 2022, my spouse and I attended a presentation at the ** Ranch Resort in **********, where we were offered a promotional package for a two-night, three-day stay and a $200 gas credit card in exchange for our attendance. The presentation, conducted by ****** ********, outlined the benefits and features of the Colorado River Adventures timeshare. My decision-making abilities during the presentation were compromised due to my recent diagnosis of blood cancer. I disclosed this information to ******, and although it was acknowledged, the pressure to make a decision continued. The promises made during the presentation have not been honored. We were assured of a one-year free membership, an Android tablet, and a bonus gift of $175, none of which were provided to us. Additionally, there were discrepancies in the financial aspects of the agreement. While we made payments totaling $1665, we are puzzled by the discrepancy between the total paid and the down payment and other associated fees listed in our documentation. There has been a lack of transparency and clarity regarding the maintenance fees associated with the timeshare. We were not informed of the annual maintenance fee of $499, nor were we made aware of the repercussions of non-payment, such as being blocked from accessing our allotted time or facing booking restrictions.The tone and content of the communications we have received from Colorado River Adventures have been unprofessional and, at times, derogatory. Comments implying our lack of understanding or suggesting incompetence is disrespectful.Given the issues, with my health condition, our current financial standing in this current economy, and our dissatisfaction with the overall experience, we hereby formally request the cancellation of our timeshare agreement with Colorado River Adventures. We believe that the discrepancies, lack of transparency, current economy, and poor treatment we have experienced warrant termination of the contract.

  

  Business Response

  Date: 03/28/2025

  In April of 2022 Mr. and Mrs. ****** purchase a MEMBERSHIP with Colorado River Adventures. They entered into a legal and binding loan in order to do so. The loan allows outside collection referral and payment of any fees resulting therefrom. They made payments on the loan for 18 months and then stopped paying. Their account was referred to outside collection in August of 2024.

  The "free" membership she mentions in the complaint is a promotional gift given just for attending a presentation. It gives the customer a year of visits to ONE of the parks in the *** system. If a customer purchases a membership, it is not given as they have the use of all of the *** parks. If they did not receive the other gifts mentioned I am happy to send them out. I did see in the notes that they received a $200 check for gas reimbursement.

  The annual maintenance fees are clearly spelled out on the cover sheet of the contract paperwork and also on the license and security agreement, both of which were signed by the ********. The quarterly dues fee is also explained. 

  ***** ******

  *** Office Manager

• Initial Complaint

  Date:09/25/2024

  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 paid 2500 dollars and were told to pay 50 a month and patience fees once a year of around 50. This was not the case. The maintenance fees were monthly, sometimes 300; if you didn't pay even when you weren't staying there, you got late fees and interest. we were told we could cancel, but they wouldn't allow it. they also stated it doesn't go on my credit, which is one of the reasons I did it again. They lied. They say I owe over 600, but I paid 2500, which was only supposed to be another 3000. we unable to stay more than one time.

  

  Business Response

  Date: 10/15/2024

  *****,
  
   
  
  I am so sorry that I didnt reply sooner. ********* ***** purchased a membership along with ******* ****. Together they entered into a legal and binding loan agreement. The loan includes all rights of collection including referral to an outside collection company and any fees resulting therefrom. They purchased in *********************************** 2019. In April of 2020 their account was turned over to **********************************
  
   
  
  As per their contract they agreed to pay $449.00 annual maintenance fees, nothing more. The monthly payment on this loan was $131.10. Yes, a member can cancel their membership once the loan they entered into is paid in full.  I am not sure what she is referring to in her complaint. Their account remains with the outside collection company until settlement with them is made. Once that happens the account will be returned to us, and we will be able to work with them.
  
   
  
  Thank you,
  
   
  
  ****** *****
  
  Colorado River Adventures
  
  *********************

  Customer Answer

  Date: 10/15/2024

   I am rejecting this response because:
  We were told something different and we NEVER agreed to pay that much in maintence fees we were told it was a once a year thing and it was no more than 50 dollars,  we paid alot of money already yes, they have us in collections for 9000 which way beyond what was agreed on and after the first week we were never able to stay there again. Not to mention you are charging BOTH ME AND MY BOYFRIEND 9000 WHICH IS ****** TOTAL . If you think that is right you are out of your mind . I have the paperwork and what waas agreed we told you *** were canceling the membership so you would stop tacking on fees for late maintence and whatever ******** you guys like to ad on your a scam trying to steal peoples money when all they want is to vacation at an rv park . Its ridiculous and I will fight with a lawyer to make sure you people get 0 if you dont fix our account taking off ALL THE MAINTENCE AND LATE FEES, AND ANY OTHER FEES OTHER THAN THE AGREED 115 A MONTH, WHICH I THINK IS RIDICULOUS AS WELL FOR SOMEPLACE WE CANT EVEN STAY. WE WERE ALSO TOLD IT DOESNT GO ON OUR CREDIT , OR WE NEVER WOULD OF DONE . YOUR SALES PEOPLE DO NOTHING BUT LIE TO GET A SALE AND YOU NEED TO HELD RESPONSIBLE FOR IT ALL NOT ME.********* *****

  

  Business Response

  Date: 10/18/2024

  The loan (contract) paperwork was signed by the member so they clearly understood the terms. The monthly payment is $131.10 and annual maintenance fee is $449.00, which equates to $37.41 monthly. I am not sure what the member is talking about.

  The account was referred to outside collections, as is our legal right to do. The debt must be settled with that company before anything else can be done by us. As long as the loan payments were made to us (in house financing) there wouldn't be any affect to their credit. That only happens when the outside collection company is involved. Both parties who signed the paperwork are liable for the debt. It does not double. 

• Initial Complaint

  Date:07/24/2024

  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.

  This company out right lied to us. They told us we would have access to thousands of RV resorts, but after they received our money every time we tried to make a reservation we were told that RV resort was unavailable. I really believe this company scamms people! We have paid this company thousands of dollars, and have only been able to book 1 stay at a sub standard RV park. I also found out that this company has several complaints against them by other customers, and they have closed many times under different company names.

  

  Business Response

  Date: 07/30/2024

  Mr. and ***************** purchased a membership in May of 2023. They entered into a loan, legal and binding, in order to purchase. They made three payments to this loan and then went delinquent afterwards. They did not pay their November thru current payments due. In February of 2024 they were referred to outside collections where their account remains. As a subsequence they are unable to use the *** campgrounds or their reciprocal campground system.

  The reciprocal campground system she mentions is either Coast to Coast or Resort ******************** Either system offers the use of campgrounds and rentals across the U.S., of course based on availability.

  Yes, we have 10 campgrounds under the *** umbrella, and most are individual entities under different names. I.E.: Emerald Cove, KQ Ranch, ************************************* Beach, Ghost Mountain, etc.

  Thank you for the opportunity to respond to this complaint.

  *********************

  Office Manager

   

• Initial Complaint

  Date:04/04/2024

  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.

  Visited 3/29 through 4/7, site 303. People in site 302 have a dog unattended, which destroyed personal property in our site,, sewer support, also trampling and disarranging supplies. If does are allowed, they should be restrained from damaging material in around there site

• Initial Complaint

  Date:04/01/2024

  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 purchased this camping package at the Ghost Mountain resort. I paid in full and was told I had access to all of Coast to Coast parks, a travel package- I was told $99 week long condo stay sin *******' this was music to my ears as I go to ********** every 6-8 weeks. and many other bonuses besides camping. I was told because I paid in full I would not have monthly maintenance until 03/2024. I was told. that Ghost Mountain was a private resort with full hook ***.Now the truth:For my 10K buy in I have access to one campground- which I have to call to make a reservation as its my home park I can make a reservation online. It does not have full hook *** and the dump station there is dangerous. There is a steep downgrade and a narrow driveway to it. I have used this park once because no one ever calls back when you leave a message to make a reservation. I have used the coast to coast resort once- it was a park I was supposed to be able to get at no charge. I had to pay $130 for my 2 nights there. I call CRR and they could not tell me why and said contact C2C who also could not tell me why. I tried to use the travel package, there was nothing for *******, I called their number and they laughed and said we never had ******* it would be great if we did. I knew I would have to start paying my maintenance fee in March, i have no way to log in to pay it. I tried to call- there is not voice mail except for sales/referrals and its full. I got a bill last week with a late charge for my dues. I have called 10 times today it rings and gives me a message that no one is there to take my call. I finally hit the option to make a park reservation, they said I was 6th in line and they would call me back its been 2 hours. I am beginning to wonder if there is anyone that works at this company and if its a real business.

  

  Business Response

  Date: 04/15/2024

  First I would like to apologize for not responding earlier. ************** purchased her membership in January of 2023. Contrary to what she said in her complaint, she has access to al 10 of the ** campgrounds in the *** system. As a member she can spend 2 weeks in/1 week out throughout the entire year. Several *** parks allow members (space available) to buy their week out and spend more time in one campground. Our reservation department is open Monday thru Friday from 8 to 4. There are times that the lines are busy and there is a "wait time". to try and accommodate our members better they can make reservations for an ** site on line thru the *** Member website. For rental reservations they must call the central reservations department.

  We offer the Coast to Coast reciprocal system as an "add on" to our campgrounds. It is a separate membership and only available to those who have a membership in one of the parks within their system. We pay for their first year of enrollment and if they choose to continue it's use they must pay from then on. It is not mandatory that they continue the membership.

  We do not have the capability for our members to make payment on line. They may call in and make payment over the phone or sent in checks. There are voicemails options for payments (billing), reservations, member services, sales, etc. We have close to ****** members and this office handles all aspects of their membership issues. Yes, we are a real business.

  *********************

  Office Manager
  

   

  
  

  Customer Answer

  Date: 04/16/2024

   I am rejecting this response because:
  
  I have attached a document from my sales rep ***************** (no longer employed) it shows I get CRA , C2C, Good *** and HH. No where on this paper does it show only for a year, this is what they used to sell me on their plan. had they disclosed that the other benefits were for a year only, I would have not purchased this plan. CRA only has 10 locations (photo attached), and of the ten only 1 is driving distance to my home, the place I signed up. The rest are an 8-hour drive from me. The benefit for me was the C2C membership that gave me a ton of local camping options. It was also transferable upon my death to my children and my children's death to their children. 

  As far as the response to reservations, I have called and had to do the wait in "Q" for a return call withing 6 minutes I have tried this multiple times and have never received a call back. I have also tried to leave messages about my payment on accounting and their mailbox does not allow messages. It is always full. It is unheard of in this day and age there is not another way to pay my bill. I believe its another scam if I don't pay, (which calling as they say is not a valid working option) they can revoke my membership completely and I am out the 9K I paid. I have never dealt with such a fly by night company. One would think they would reach out to me after my complaint, but I have heard nothing from them. i am beyond frustrated and embarrassed of this purchase. I am smarter than this and I believed what the sales rep told me. 

   

  

  Business Response

  Date: 04/17/2024

  I am not sure where ******* got her information from, but *********************** is still employed with us at Ghost Mountain. He has worked for ** since October of 2019. The paperwork that ************** signed when she was enrolled in the Coast to Coast program, which includes the use of the Good ***************** at a reduced rate, clearly states that the "Resort is paying first year's dues", She knew when she entered into the membership that the other CRA campgrounds were a distance away and she still purchased. Not sure why that is now an issue. Her CRA membership includes what we refer to as the "Golden Legacy" benefit. This benefit allows the membership to be passed on to any adult children.

  Reservations is open Monday thru Friday 8 to 4. The billing department is open Monday thru Friday 8 to 5. The reservations and billing department are separate. Thru our main line members may select which department they wish to speak to. The reservation department has a que benefit for the members to use if they wish. The billing department answers the phone throughout the day and has voicemail options. Both departments are closed on the weekends so Mondays are difficult for either.

  We have been in business for over 40 years and have approximately ****** happy members. We certainly are not "fly by night".

  If ************** wishes, she may sell her membership. She need only to contact the sales department (also an option from the main line) and get the information in order to do so.

   

• Initial Complaint

  Date:03/28/2024

  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.

  I am writing to file a formal complaint against Colorado River Adventures regarding a series of egregious billing practices and unjust treatment towards me as a member.Over the past several months, I have made multiple attempts to rectify false charges on my account with **********************. Despite providing evidence to support my claims and demonstrating that these charges are indeed erroneous, the company has failed to address the issue adequately. Furthermore, I have been subjected to premature monthly and annual charges, which were deducted from my account months in advance without justification or prior agreement.As a result of these unwarranted charges, my account was unlawfully placed into collections, and I have been unfairly demanded to pay the full amount without access to my membership benefits. It is important to note that I have not refused to pay legitimate fees accrued during this period; however, I refuse to be held responsible for charges that are based on inaccurate billing practices and premature deductions.Colorado River Adventures' actions constitute wrongful billing and negligence, as they have failed to uphold their contractual obligations and have disregarded consumer rights. Despite my repeated requests for the removal of false charges and the correction of billing errors, the company has refused to cooperate and has instead insisted on demanding additional payments to the collection agency.Furthermore, I wish to highlight a specific incident regarding a documented free stay, as per my contract, for which I have provided ample evidence to support my claim to the company on many occasions. Despite this, the company continues to ignore my requests for resolution and accountability.I am seeking the intervention of the Better Business Bureau to address this matter promptly and ensure that justice is served. I urge you to investigate the wrongful billing practices and negligence exhibited by Colorado River Adventures and take appropriate action to rectify the situation.Thank you for your attention to this matter. I trust that the Better Business Bureau will act in the best interest of consumers and uphold the principles of fairness and accountability.Sincerely,*****

  

  Business Response

  Date: 03/29/2024

  **************** purchased a transferred membership in August of 2020. She upgraded that membership at that time to add benefits. She entered into a legal and binding loan in order to do so. The terms of the loan gave the company all rights of collection including outside referral and any fees resulting therefrom. She went delinquent and we explained that we would work with her if she brought her account current. This was in January of 2021. In June her account was referred to ************** Collections. In September she brought her account current and it was returned to us. In August of 2023 her account was referred to outside collections. At that time she was behind three contract payments.

  We have explained in many emails that she needs to clear her account with ***** before we can work with her. To date she has not done so. Her account remains with *****.

  *********************

  Office Manager

   

  Customer Answer

  Date: 04/02/2024

  
   I am rejecting this response because:
  
  At the time they placed me into collections I WAS NOT behind in payments. They are lying.
  I have TWO free weeks in a cabin or trailer on any one of their properties. They charged me for this free week. They placed it in my bill as a misc. charge. Then charged me late fees for the monthly payment that I paid already, but instead of placing my payment to my monthly installment, as you can see from this attachment, they fraudulently placed my payment toward a fee that I never ever owed. As you can see from my other attachment, I am *********** TWO FREE weeks per my contract. The stay in question was only week ONE of two free weeks. So there is no way I over stayed my contact weeks in that calendar year.
  the bill that they gave me when placing me into collections was dated August 19, 2023. At that moment, my monthly installment would have been paid, if the company did not place that misc.charge on my account, charging me for one of my contract weeks.
  Colorado River Adventures ALSO placed on the bill that they used as evidence as to WHY THEY PLACED ME INTO COLLECTIONS, Sept and Octs bills and my annual maintenance fees that are not due until after the new year. 
  Colorado River Adventures argue that I owed them all of that money on August 19th, 2023, and was thus late in payments and placed me into collections. I have emailed and called and sent photo after photo of my contract, previous annual fee payments paid, and asked them to remove me from collections and to REMOVE the misc. charge and any fees associated with late payments toward my monthly installment that was paid, but the money was then redirected toward this made up charge for one of my free week stays.
  Colorado River Adventures have not removed the misc. charge, they have not sent me updated billing showing that my payment was allocated to the correct bill, and at the time, through the months of August, September, October, November, and December, as I begged them to adjust their inaccurate billing, they refused. I have been afraid to send them any more money toward my account until their accounts ledger is accurate, in fear of additional misc. charges being added to my account. 
  I am shocked at the clear violation of contract on the part of Colorado River Adventures. How can they place me into collections for monthly installments and an annual fee BEFORE the due dates of these?
  I am not home right now and thus I do not have access to all of my letters, billing, and paperwork. (I had to spend money to pay for an AIRBNB to vacation since they have wrongfully blocked me out of my vacation ability with them.
  Colorado mentions me falling behind in payments several years back. Their description of that period is also inaccurate and has ABSOLUTELY nothing to do with our current situation, except for their effort to try and paint my character in false light. I assure you, I will get the records for that period of time as soon as I arrive home from my family holiday.
  To summarize, What is here is that Colorado River Adventures falsely charged my account, mis allocated my monthly payment, prematurely charged my account for 2 months of installment fees, prematurely charged my account for the annual fees, and then accused me of being behind in all of those payments and placed me into collections.
  Again. I will be home Thursday and I that time I will follow up with the rest of the bills and letters from Colorado River Adventures showing the actual charges they accused me of being in default of as of AUGUST 19th, 2023.
  Sincerely,
  
  ***********************
  ************
  3rd Grade Teacher
  **************************
  
  
  

  Customer Answer

  Date: 04/02/2024

  See attached 

  

  Business Response

  Date: 04/03/2024

  ******************** account was delinquent for the months of June, July and August. She also had an unpaid charge for a trailer rental not paid and late fees for the delinquent contract payments.  The September contract payment had also billed. She made payment on 8/31 in the amount of $316.92. This payment was posted as such: $182.04 (rental), $$10 (service fee), $20 (late charge) and $104.88 (contract payment). After that she still owed partial payment of June and July thru August. Her account was turned over to outside collections on 9/20. We have corresponded with her regarding this since September of 2023. She has repeatedly been referred to clear her account with ***** which she has ignored. She now has a balance owing of $1488.09 (partial June, July thru March contract payments and late fees resulting therefrom. 

  Again, she needs to contact ***** and bring her account current with them. I am sure she has the necessary info to do so since she was in collections with them in 2021. 

  *********************

  Office Manager, CRA

  Customer Answer

  Date: 04/04/2024

  I do not accept the information provided by Emerald Cove because the information is blatantly inaccurate. They need to review our contract and see that I stayed there with one of my free week stays.
  If EMERALD COVE did not allocate the money I paid toward that free stay, I would not have been delinquent. Yes I was behind for **** and July, and August, but I called and I asked the woman on the phone to pay those months with the payment I was making on September 1, 2023. I never would have paid for that week stay, because it was one of my free weeks. That is NOT what I was paying for when I called to make payments. They mis billed me, they mis allocated my funds.

  They tried to charge me for October in September. Look at the billing letter I have sent. They added on my annual maintenance fees in SEPTEMBER saying I was late on Oct and annual fees. These are not reasons to place a member into collections. I understand I was late paying the summer months, but I got caught up on Sept 1,2023. They cant make up charges and place me into collections 

• Initial Complaint

  Date:03/15/2024

  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.

  On January 31st, 2024 we attended a nearly two hour sales presentation at the Emerald Cove Resort (part of Colorado River Adventures) in ****, **. Our sales rep was *****. At the end of the presentation, he gave us several gifts, including a $100 Amazon gift card. It required us to complete some information on a form and then mail it back to the resort. Clearly spelled out on the form, it was stated that after they received it, we would get our gift card electronically in 1-2 weeks. It's now been 6 weeks and we haven't receied anything. Repeated phone calls and messages we left at their office have gone unanswered. All we want is what they promised us, the $100 Amazon gift card.

  Customer Answer

  Date: 03/15/2024

  Per your request, the form used for the Amazon gift card is attached. 

  

  Business Response

  Date: 03/18/2024

  i SPOKE TO THE PERSON IN CHARGE OF FULFILLING THE AMAZON GIFT CARDS. SHE DID SOME RESEARCH AND FOUND THAT SHE HAD SENT IT TO AN INCORRECT ADDRESS. (DROPPED A LETTER). IT WAS SENT ON 2/6/24. IT WAS RESENT THIS MORNING. ******************** SHOULD HAVE RECEIVED IT BY NOW.

  WE APOLOGIZE FOR THE ERROR.

  *********************

  OFFICE MANAGER

  Customer Answer

  Date: 03/18/2024

   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. Once I was able to speak to the right person, the issue was resolved almost immediately. Thanks to all parties.