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:11/25/2024

  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.

  date of issue: 10/28-11/05 Upon arrival at the campground, I discovered that the conditions and environment were misrepresented and wholly unacceptable. Below listed 1. Lack of Disclosure Regarding Facilities:Upon entering the campground, it became evident that there were no running water facilities or proper restrooms, outside of portalettes. This critical information was not disclosed at the time of booking, and I only discovered this upon visually inspecting the facilities. Health Hazard - Raw Sewage:The campground reeked of raw sewage upon arrival. I observed that the ***** field was no longer functioning correctly, and raw sewage was visibly being dumped directly into the Withlacoochee River from the septic system. Rampant Drug Use:There were patrons and members of Sawmill Campground openly using methamphetamines. I reported this immediately to staff, but no action was taken to remove the individuals. Staff claimed they would address the issue but failed to do so.Threatening Behavior by Management:After expressing my concerns about the dumping of raw sewage and the drug use, I was met with hostility from the general manager. He fabricated a claim that I owed money and insisted that I pay it immediately. When I refused to comply and reiterated my concerns, the manager called law enforcement to have me removed from the property. I was not arrested or charged with any wrongdoing, as I had done nothing illegal.The entire experience was distressing, hazardous, and unacceptable. The campground misrepresented its facilities and environment, exposing me to unsafe and unhealthy conditions. The place that posed significant risks to health and well-being and failed to meet basic sanitary and safety standards.I did not receive the service I paid for, and the conditions were grossly misrepresented. I have attached any supporting documentation, including receipts, photos, and communications, to further substantiate my claim

  Business Response

  Date: 11/29/2024

  Hello,

  to address the claims and provide a detailed account of the recent events involving this guest ( name redacted) . Our priority remains ensuring the safety and well-being of our guests, residents, and staff, and I would like to clarify the situation as follows:

  
  At no point did [Guest's Name] file an incident report or report to staff on concerns about alleged drug use, accommodations, septic issues prior to us informing him that we do not offer volunteer work opportunities in exchange for discounts on rentals (which he requested). Attached is an email he sent to us the day before we had to involve law enforcement for his behavior on the property. In this email you will see his request to extend his stay in exchange for volunteer work.

  During his stay, our night audit revealed that he had overstayed his reservation without payment, claiming he was waiting for confirmation on whether we could "help him out." The following morning, he entered the front office and behaved inappropriately, mocking a Spanish-speaking employee accent and referring to another employee with offensive language. He also made verbal threats.

  
  At that point, I informed him that he was no longer welcome on the property and needed to vacate immediately. He refused, escalated the situation with additional threats, and claimed he would report us to the health department, alleging drug activity among customers & septic issues. Despite repeated requests for him to leave, he refused and began visiting residents homes, leaving several of them feeling uncomfortable and reporting it to the office.

  
  He eventually made his way to the bar, demanding a drink and using obscene language. When law enforcement arrived, they discovered he had an outstanding warrant and arrested him (unrelated to this event). Unfortunately, he left behind two unattended dogs.
  Rather than contacting animal control as suggested we do, we instead reached out to an acquaintance who informed his wife. She arranged to fly down, and out of kindness we cared for the dogs until her arrival two days later.

  
  As for his claims regarding water access, the park had clean running water the entire time and temporary portable restrooms due to the aftermath of Hurricane ******. We communicated these updates via our website, social media, and emails, with signs also posted at check-in. Despite these conditions, he stayed for several days and attempted to extend his stay further.

  
  The health department investigated his claims and found no validity in his accusations. Given the ongoing behavior, law enforcement issued a trespass notice, and he still owes a balance of ****** ( statement attached). The balance was due to him waiting to see if he could volunteer for a discount.

  
  We value transparency and remain committed to addressing any concerns professionally. Please let me know if you need additional information or documentation regarding this matter.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22598948
  
  I am rejecting this response because:

  Please see a response I sent to my credit card company in reference to the campgrounds response to my complaint and the absolute and utter dishonesty that they are displaying. 
  
  The detail includes specific encounters where I made staff of where these problems and pictures where the septic was being dumped directly into the river along with a eyewitness account by a third party who wrote this in support. 
  
  Their response is not only dishonest it's dangerous to the other patrons of the campground and the environment in which they cannot be honest about their wrongdoing please let me know if you need anything else and support of my claim

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

  Business Response

  Date: 12/11/2024

  In response to Mr. ******* claim, the ***************** did visit Sawmill following the complaint he filed after being asked to leave the property. Their investigation did not find any evidence of raw sewage leaking into the river, as alleged. Furthermore, Mr. ****** has not provided any photographic proof to support his claim.
  Additionally, please see the email he sent us the day before he was asked to leave, in which he expressed his desire to extend his stay. I do not believe he would have made such a request if he had truly experienced the atrocities he now claims.
  Regarding the signed report purportedly authored by "****** ******," we have no record of anyone by that name visiting our property.