Complaints

This profile includes complaints for Pine Springs Ranch's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pine Springs Ranch

  58000 Apple Canyon Rd Mountain Center, CA 92561-3023

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  Pine Springs Ranch

  PO Box 79990 Riverside, CA 92513-1990

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2024

  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.

  My daughter ****** was staying at this over night camp for cub camp. She went to the restroom af approximately 10 am and urinated on a bat that was seeping in the toilet. The staff failed to take precautions by inspecting and removing any dangerous animals from their buildings before allowing children into them. They took her for emergency services around 6 pm. They isolated her from campers. They forced us to take her home and are refusing to allow her back to the summer camp. They did not send the bat for rabies testing. They alllwed it to get away. They will not respond with the policies in writing. The director verbally told me that they have the right to refuse service and not allow my daughter back to the camp. I have not received any compensation for their negligence and they are not taking responsibility for the danger they put my child in. She is healthy. There is nothing in writing from the doctor stating she is unfit to attend summer camp.

  Business Response

  Date: 07/22/2024

  First we would like to, once again, say to ***************** that we are very sorry for the incident with the bat and your daughter, ******. We are located in the mountainous wilderness, and although we do take many precautions to mitigate any risks to our campers and staff, we realize that nothing is 100% foolproof. Although ****** first denied any contact of her body with the bat, when we realized that she had indeed felt the bat touch her, our nurses made calls to both parents, ***************** and ************************. Our doctor on-call directed our nurses to take ****** to the hospital emergency department. The typical protocol for contact with a bat includes rabies vaccination. After going back and forth between calls with both ******'s mom and dad, it was apparent that ***************** was against any treatment at the hospital. Mr. ****** on the other hand, agreed to meet ****** and our staff at the hospital emergency room. Since it was almost dinnertime, I suggested that ******, her counselor, and I eat at the cafeteria before we headed to the emergency room knowing how long we could be sitting in the emergency room. We left after we had dinner and met up with Mr. ***** at *************************

  The emergency room physician recommended rabies vaccination since there is no way to test whether a human has been infected. He also stated that even if we had caught the bat, the testing for rabies would take much longer than the window for the administering of the first dose of the rabies vaccine which is 24 -72 hours. He talked to ***************** on the phone since she was insisting that ****** not get the rabies vaccine. He stated that there was no cure for rabies and that it was fatal. Going against the medical advice of the emergency room physician, ***************** rejected his recommended medical treatment. Because we are in a remote location where EMS response times can be longer than in more populated areas, we did not want to put ******'s health at risk in case of any complications from her exposure to the bat. It was not a decision we made lightly, since ****** was a wonderful camper. However, we cannot take risks with the health of our campers when we do not have the medical resources for situations such as this one. Our insurance will cover the appropriate expenses incurred from the hospital visit.

  We refunded ********************* account on July 4, 2024 (see attached document) for the amount she had in her account designated for ******'s registration, including her registration for Junior Camp. We look forward to having ****** join us next year, if that is something she is interested in.