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.

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  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

  
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  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:01/05/2024

  Type:Billing 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 received my annual *****************, which are frozen at$431.50, in October from Colorado River Adventures but the bill was for $481.50. I contacted CRA and they reviewed my contract and advised they would correct the problem. I sent them a check for $431.50. On Friday the 29th of December 2023 I received a bill for $50. Every day since then I have tried to contact CRA by phone but no one answers. I also sent an email on the 3rd of January with no response. I do not want to have an issue with my membership due to an unresolved bill.Would appreciate any help you can give.*************************

  

  Business Response

  Date: 01/08/2024

  ********************** account was adjusted. His last statement and this adjustment crossed. There is no issue with his account.

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

  Office Manager
  

  Customer Answer

  Date: 01/08/2024

   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.

• Initial Complaint

  Date:12/12/2023

  Type:Sales and Advertising 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.

  They reached out and wanted to get me to upgrade my membership. After a few days of back and fourth we had an agreement. I signed a contract. Then almost two weeks later they call and say they did not charge me enough. I would have to pay an additional $50 a year. I said no, I have a contract. They called back, said they are canceling my contract.

  

  Business Response

  Date: 12/13/2023

  ******************** has already been refunded the $299.00 he paid. We have tried to reach out to him but have not been able to make contact. We will be freezing his dues as per his upgrade contract. There was some confusion regarding this but in good faith we will do so. ******************************** dues were $499.00 when he purchased. They have never been increased, but as I said earlier we will honor what is on the upgrade paperwork whether he wants the upgrade or not. If he is interested in retaining his upgrade he needs to contact ********************* (***********************, CRA Office Manager) and let her know.

• Initial Complaint

  Date:09/08/2023

  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.

  They said we can travel to lots of places in *****************, but they only offer like 6 locations. They said it was 10k or so and my statement hasn't dropped. When I call to ask questions they are always upset and unprofessional. They hang up on us and don't explain the process. I'm looking into canceling instead.

  

  Business Response

  Date: 09/12/2023

  Mr. and *************** purchased a membership with Colorado River Adventures in June of 2022. They entered into a legal and binding loan in order to do so. They became delinquent on their loan payments and were referred to outside collections in January of 2023. They have since become current and have remaining payments to make until the loan is paid in full. The membership cannot be cancelled until the loan is paid in full. They have been members for over a year and have just now become discontent. I am not sure of the reason but we have done everything we can to work with them.

  The membership includes the use of 10 different locations and allows enrollment into reciprocal locations. The principle balance on the loan has been reduced accordingly.

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

  Office Manager
  

  Customer Answer

  Date: 09/20/2023

   I am rejecting this response because:
  I am not surprised you are first hearing about our ongoing issues through my complaint here, via BBB. From the moment I signed in I tried communicating with your office team who always hung up on me and my husband. They are very unprofessional to say the least. I stopped paying because no one was answering our questions and no one was able to assist us with our concerns. We have only attended your park once. And the time we did everything was unorganized on your end. We then attempted to give you guys one more opportunity and that's why we paid the collection fees. Your team needs to do a better job explaining the contract to us because your team is very deceitful and pressuring during the presentation. We are not happy with your service, your programs, your charges, your deceitfulness, and we definitely wish to cancel without paying anything more to you. We are not paying your fees and then canceling that's absurd. We do not wish to continue being a client of your resort when all your guys have offered have been bad service, confused information, charged us an absurd amount of money and provided horrible service throughout. I am not requesting a refund on ALL the fees I have already paid without using your resort but I am asking for a cancelation of contract without any more fee responsibilities. I don't trust a team who is never helpful and willing to answer our concerns and questions because being a member we always have concerns and questions. 
  
  

  

  Business Response

  Date: 09/26/2023

  Since the purchase of the membership we have done everything asked of **. In August of 2022 we emailed a copy of their loan contract per their request and explained the money that we had received to date. Letters were sent to them beginning in September to warn them of their delinquency. In January the account was turned over to an outside collection company. In April the account was returned to us and since then we have communicated with them and answered their questions. Their account remains delinquent to date.

  Again, the membership cannot be cancelled until the loan is paid in full. The loan is legal and binding under the terms outlined in the contract paperwork which the members signed and initialed.

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

  Office Manager
  

   

  Customer Answer

  Date: 09/26/2023

   I am rejecting this response because: how ridiculous does it sound that you could only cancel once we pay? That shows the integrity of your business. I paid because I didn't want this affecting my credit and you and your company have only said what sounds good to you and what makes sense to you. You never answered my question you hung up on me and said you were going to send the contract when I specifically asked the contract be explained in words.  Seems so difficult to explain with words now that you have a "binding contract" but when we were in your meeting before the contract you were okay explaining.  All you guys are worried about is having more people join your park. Buyer beware please. Do not sign anything with Colorado River Adventures. They are deceiving, have poor etiquette and customer service and will not hesitate to hang up on you after you have signed the "binding legal contract" oh and you can only cancel once you give them all your money and pay everything. Please please be careful with them. 
  
  
  

  

  Business Response

  Date: 09/26/2023

  I am sorry that the members feel this way. We have done all that we can do to satisfy them. The loan remains and needs to be paid.

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

• Initial Complaint

  Date:08/02/2023

  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 signed up for Colorado Adventures a little over a year ago. The only reason we did sign up was because we were told that all the other sites were including and not just for the year. We did check out the one place we thought we would enjoy going at Emerald Cove and was very disappointed that the 50 amps were way in the back and swore we would never go back.
  I recently found out while planning our cross-country trip to Florida that all the extra stuff and campsites that was promised and were the ONLY reason, we signed up was an extra cost a year on top of the 12000 plus loan and 499 a year. We can’t afford that, and I know we were misled and believed we would have had plenty of places to choose from driving across country that was not the case and cost us money on our travels.
  I find it funny that when I called to complain about being lied to the person referred me to the back of the contract that was in fine print about the extra cost. Meaning that we were misled on purpose. Also, it’s no wonder they tell you get a huge discount if you sign up right then and there.
  I would really appreciate being let out of our contract. I feel you have received enough of our money for the 1 camping trip we did do. We would have NEVER signed up if we knew about the extra costs for all the things that interested us.

  

  Business Response

  Date: 08/14/2023

  **** *** ******* Brand purchased their membership over a year ago.They visited one location and it was explained that CRA's other parks were included for their use. As for the RPI membership; CRA enrolls and pays for the first year and then after that if the member wishes to continue to use the reciprocal system they must pay the yearly fee. The RPI membership is not a part of CRA, it encompasses parks across US.

  Te loan they entered into in order to purchase their CRA membership is legal and binding with all rights of collection including any fees resulting therefrom.

  ***** *****

  Office Manager
  

   

  Customer Answer

  Date: 08/14/2023

   I am rejecting this response because: They misled us. They never SAID all the things that led us to sign the contract was only for a year and that the loan and annual fees only included the parks we weren't interested in. We would have never signed up if that was the case. They LIE and are a scam. I want to warn as many people as possible. We weren't able to use one of the things promised for our cross country trip that we had discussed with the person selling this to us. THEY LIE!!! We can't afford to pay the 12,000 plus 499 plus all the other annual stuff we thought were included when signing up. 
  
  
  
  

• Initial Complaint

  Date:07/30/2023

  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.

  One of their employees sexually assaulted myself and also a young girl and they continued to let him be employeed …. Even after I reported it. They kicked me out of the park when I reported it

  

  Business Response

  Date: 07/31/2023

  Shawna Rogers purchased a membership in 2015 (financed). Her payments for this membership were returned NSF and after attempts to process them were made and failed her membership was cancelled for delinquency.

  She approached us again in 2022 having found a resale membership. Against better judgement we allowed her to become a member again. She upgraded (financed) her purchase to add additional use benefits. One of which was guest usage.

  It was discovered thru our collection process that Shawna was in the park and also had a guest reservation on the books. She was asked to bring her account current or we would have to ask her to leave and that we would also have to cancel her guest reservation. She gave us different credit cards to use and all attempts for payment failed. She was then asked to leave and her guest reservation was cancelled.

  We then cancelled her upgraded usage (financed loan) and refunded her the money she paid for it. She is still a member and retains her original use privileges. Delinquency is the reason her upgrade was cancelled. Our members cannot use without being current on payments
  

   

• Initial Complaint

  Date:05/20/2023

  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.

  I am not only disappointed with Colorado River Adventures I am disgusted with the entire RV industry. There are scams around every corner! Something needs to be done to change it!
  
  I joined this membership 2 years ago and have found it to be lacking in keeping with their contract! They offer you nothing for the money you spend, basically just a parking spot at most of their parks. I see here they have an excuse for every complaint not a remedy! Nothing in 20 years to improve the customer service!
  
  I pay higher maintenance fees than most 419.00 for most over 600.00 for me! Every park I have visited except one had maintenance issues, at one park I could never find the manager in the office! I went to use the shower and the water was off! Then there was a sign in the bathroom to clean the shower when done! Why then am I paying this stupid fee? The hot tub was not working either the water was luke warm! At another one the washers and dryers were constantly broken!
  
  I worked for Cal Am as a seasonal worker we had high fees however we had things going on every day! We had free dinners, paid diners, not crappy snack dinners! We had dances, music at the pool twice a week, bingo, cards, pickle ball courts, horseshoes, shuffle board, concerts, sewing room and use of a golf course and wood working room! We also gave our residents 2 free bags of ice a day if they wanted it! This company calls their parks resorts, they are glorified parking lots compared to Cal Am! They offer you nothing for the money you spend so stay away!

  

  Business Response

  Date: 05/25/2023

  I am sorry but Ms. L****** will receive monthly statments until her loan is paid in full. She entered into a legal and binding loan with all rights of collection including outside referral. I am sorry that our parks do not meet with her standards. They are considered 5 star with the Coast to Coast and Resort Parks International reciprocal systems. Our Emerald Cove park has a clubhouse, basketball court, poolside restaurant, convenience store, two swimming pools, kids pool, activities and more. Most of our parks have the same amenities. I am not familiar with the park Ms. L****** mentions in her complaint so I cannot speak to it.

  As I stated above she will continue to receive monthly statements and any other correspondence deemed necessary to keep her account current.

  ***** C****

  Office Manager
  

  Customer Answer

  Date: 05/28/2023

   I am rejecting this response because: This company is referring to the only park with amenities,  the rest are in violation of their contract and promises! Many have the same complaints my contract is null and void! I am not getting what I was promised period.  I am constantly singled out and hassled because I complain, treated differently than other members! This is a membership not a loan! 
  
  
  
  

  

  Business Response

  Date: 05/30/2023

  Ms. L****** entered into a legal and binding loan in order to purchase her membership. She has a balance owing which must be paid before the membership can be cancelled. Emerald Cove is not the only park with the amenities mentioned in my previous response. She is current on her loan payments and must stay current in order to prevent outside collection referral, as is our legal right to do.

  ***** Crook

  Office Manager
  

• Initial Complaint

  Date:04/21/2023

  Type:Order 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.

  A 6 year trail Colorado River Adventure membership at their Pismo Beach location on March 15th 2023. It was a "tour" but was in a 2+ hour unethical, manipulative, coercive sales pitch with bribes and "free gifts". We did not even walk the grounds. We were never told of a sales pitch or anything to do with purchasing something. We said no many times and they kept pushing us offering different things. Finally forcing the 6 year so called trial membership as opposed to a life-long membership. We strongly feel that this was blatant and targeted misconduct and manipulation. This was not just a "high pressure" situation, it was unethical persuasion and misrepresentation. We strongly feel the binding contract is not valid. My husband did not initial the entire document as I was instructed and told (not asked) to do so by the company’s employee. This is not an issue of a simple "it's sales people's job is to sell our membership" as stated in an email I received from the company office manager. This is an issue of blatant misconduct and manipulation.This contact is invalid and was signed under illegal circumstances. We haven’t made a single monthly payment because we have not received anything by mail or by email. We have not gotten anything regarding our membership from the company. We feel that we have evidence and proof that this was cohesive and manipulative sales that are illegal. The entire cost of $6,000 is to be paid in monthly payments, which have not even begun. We emailed a supervisor & the company’s officer manager has been the only one to respond. They are providing little information, not addressing our concerns/allegations and saying we must pay the full $6,000 to end the binding contract. We desperately need help resolving this. We just want the contract voided and to be refunded the $1,260 deposit paid day of incident. We want nothing to do with this company that manipulates, coheres, and bribes people in a way that is forceful and in our eyes very illegal.

  

  Business Response

  Date: 05/03/2023

  *****

  We have gone ahead and canceled the membership with  no refund.
  

  The last thing we want as a company is unhappy members.

• Initial Complaint

  Date:03/19/2023

  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.

  When i reach a certain age my maintenance feed are fixed. This year i recieved notice of a late fee charge. No where i see in my contract of late fees . Fixed is fixed. Somehow CRA seems to hide certain required information and reserve right to change the rules. I plan to seek an attorney

  

  Business Response

  Date: 03/20/2023

  Mr. ******** maintenance fees are fixed at $419.00. The maintenance fees are due on January 1st every year. If they remain unpaid they are assessed a quarterly fee of $10.00, which was charged to his account on March 15th. He now owes his fixed fee of $419.00 and the $10.00. His fees have not increased.
  

  
  

  Last year his paid his fees on 3/29 (late ) and the quarterly fee on 4/25. He is well aware of the process.

  
  

  Thank you,

  ***** *****

  Office Manager
  

  Customer Answer

  Date: 03/20/2023

   I am rejecting this response because: fixed rates should not be charges late fees. if they are not paid we not allowed to used the timeshare. just another way to keep collecting . I'm not only one complaining on this matter and BBB has record of these complaint from other timeshare members.
  
  
  
  

  

  Business Response

  Date: 03/20/2023

  Mr. ******** fees were frozen in 2016 at the $419.00 level. They have not been increased since. As I explained previously, the additional $10.00 is considered a "late fee" for not paying by the due date of January 1st. The charge was assessed on March 15th.
  

  
  

  ***** *****

  CRA Office Manager
  

• Initial Complaint

  Date:11/29/2022

  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.

  Sep 2022. This business conduct under false promises of being able ro access RV sites Coast to Coast in the USA. As well as the accommodations are very run down and not well maintained. Tried to visit a few campgrounds and was informed by other members of how the membership actually works and their disappointment as well. 11,000 charged for access to 6 parks that are not well maintained nor contain any the amenities that were promised. I would like to cancel the membership with CRA

  

  Business Response

  Date: 12/06/2022

  I first would like to apologize for not responding. This was my first notification received.
  

  
  

  Mr. ********** purchased a membership in September. He purchased at our Emerald Cove Resort which is a BBB Accredited Business. In fact all of our nine resorts are. Emerald Cove is located on the Colorado River. It boasts a poolside snack bar, store, clubhouse, arcade, miniature golf, two swimming pools, a kiddie pool and jacuzzis. All of our campgrounds are groomed with similar amenities. The Coast to Coast program he was entered into at the time of purchase has campgrounds all across the USA. He has access to the campgrounds depending upon availability.
  

  
  

  Mr. ********** entered into a loan in order to purchased and the membership cannot be cancelled until that loan is paid in full. 
  

  
  

  ***** *****

  Office Manager
  

• Initial Complaint

  Date:08/01/2022

  Type:Billing 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.

  Colorado River Adventures KQ ranch/ Emerald Cove is a camping resort that sells memberships to families and couples wanting to bring their rvs or rent mini cabins. After our membership fee was paid in full we still had to pay yearly maintenance fees. If we no longer wanted to use our membership we would just notify main office by lettter and we would no longer be members, and therefore be charged maintenance fees...Sounds simple right? Just like those shady gym memberships they kept charging me maintenance fees for two years, even during covid when the world was on lock down and didnt travel anywhere. In total they want me to still pay them 900$ for maintenance fees even though i sent my cancelation letters. When I would call they would say they never received any letter and the issue would just go in circles. I need help because they are really incompetent or really shady. Either way i just want my balance to be cleared. i have all the proof that i paid my membership balance in full but i do not have any proof that i mailed my cancelation letter. nor do i have record of all the times i called them to ask them to please cancel my membership.

  

  Business Response

  Date: 08/10/2022

  The members purchased in 2010 and paid their loan in full in 2015. Company policy is that until we receive written notification of the wish to cancel the membership the dues must be paid. This allows the member to continue to use and enjoy their membership. This policy is in place because the company cannot assume that a member wishes to cancel we must have written verification for our files. 
  

  
  

  The members received monthly statements letting them know that they needed to pay their dues. Never did we receive a letter. This went on for over 2 1/2 years until their account was turned over for non-payment, as is our right. It was then that the members contacted us and were told that they must clear their account with the outside collection company. They need to offer a settlement to them and it will be presented to us for approval.

  
  

  ***** *****

  Office Manager
  

  Customer Answer

  Date: 08/11/2022

   I am rejecting this response because:

  I have tried to contact the collection company and they want the full payment in full. Nothing less!!I do not agree with the charges of the maintenance fees since I did send out two letters of cancellation. Therefore I should not have been charged the maintenance fees to begin with. Like I mentioned this membership is like those shady gym memberships  you just can’t get rid of. I have no proof I sent the cancellation letters and now looking back I should of sent them certified mail if I would of known they would be this shady and avoid cancelling my membership just so they could keep charging while the whole world was shut down for over a year! To put this behind me because I really just want to move on I am willing to pay half. Please let me know if you will except!
  
  
  
  

  

  Business Response

  Date: 08/12/2022

  We have settled for half of what is owed as the customer suggested. The account has been pulled from collections.

  
  

  ***** *****

  Office Manager
  

  Customer Answer

  Date: 08/15/2022

  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.