Complaints

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• Initial Complaint

  Date:01/02/2025

  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 made a reservation at Creekside RV Resort in *********** but was on a waiting list for another property in *******************. 3 days before the deadline to cancel, I called Creekside, said my plans had changed, but I would be coming to look at the property on my motorcycle when I got to Up River Resort, about 20 miles away. The man who took my call didn't say anything other than I had successfully cancelled my reservation, and Creekside went off my radar. Turns out they have a little loophole in the contract I signed when I made the reservation (deposit in excess of $3,500). When I spoke to ****** the property manager, she said even if the agent didn't tell me about the loophole, that cancellations had to be in writing, she still wouldn't refund my money. Seems that I cancelled in the allotted time frame and the agent should have been obligated to tell me I had to additionally cancel in writing. Integrity? Hmmm. So I proffered that she hold the money as a deposit against the winter 2026 season - I wouldn't lose over *****, and as she said she had empty sites now, she would have a guaranteed reservation for next year where they stood to make another 7 or 8k. I found this to be underhanded (seriously, who reads the endless contracts looking for a hidden loophole like this?) I would prefer not to leave a very negative review, or get into a lawsuit, but it's a lot of money - I honestly thought I had successfully cancelled, and frankly I can't afford to take that big a hit. Refund or move the deposit to 2026 are the two resolutions that would satisfy me, although I really think I'm entitled to the refund less the $200 cancellation fee. Thank you.

  Business Response

  Date: 01/23/2025

  Mr. ********* booked a reservation with us and we have no record of him attempting to cancel his reservation until December 28, 2024. That is four days before his scheduled arrival. We spoke to Mr. ********* on December 20th and he asked to split his payment and the front clerk explained that he would need to speak to the manager because the entire payment is normally due on January 1st. We even discussed with him during that call that his *** for the 1st would be 1:00PM. So to say he cancelled months ago is confusing to me. He also signed the Terms and Conditions that state he is required to provide his intent to cancel his reservation in writing which he acknowledged he did not do. For these reasons, Mr. ********* was not issued a refund as per our policy. I've attached a copy of his Terms and Conditions.

  Thank you,

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

  General Manager

   

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22752367
  
  I am rejecting this response because:
  I called in October and I will locate the telephone records, indicating a call from my number to theirs three days prior to the cancellation. Ending. ***** actually told me acknowledging that I had called that the agent was not required to remind me that this cancellation had to be in writing so she has a legal loophole, but morally and ethically. She stands on very thin ice. I will endeavor to produce that telephone record if that will substantiate my case that I did cancel prior to the end of that. When I was able to do so for a $200 fee. You can also inform ***** I intend to contact an attorney because what shes doing is unethical, immoral, and against. Im sure their company standards. I will get that telephone record for you. 
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/23/2025

  There will be no further comment from our company as Mr. ********* has apparently decided to move forward with an attorney.