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:07/10/2023

  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.

  Date: 13 Mar 23 Reservation details: From: River Falls at the Gorge <***************************>Date: March 13, 2023 at 11:44:42 AM EDT To: *********************** Subject: River Falls at the Gorge - #****** Reply-To: River Falls at the Gorge <****************************************************************>RESERVATION INFORMATION (#******) - ********************* ********************* ********************************************************** *********************** ****** Estimated Arrival - --B-33 Riverside Back-in campsite FHU$700.00 Sat, Jul 1, 2023 to Mon, Jul 31, 2023 2 Guests $700.00 ? Depart: Tue, Aug 1, 2023 ________________________________________Sub Total:Campsite tax :Tax Total:Total: $700.00 $56.00 $56.00 $756.00 PAYMENTS / DEPOSITS 3/13/2023 DISC ******* *********************$378.00 ________________________________________Paid:Due:$378.00 $378.00 ***************************************Upon arriving at the park on July 1, 2023 from *******, We were told our reservation would not be honored because our reserved site (b33) was given to someone else. Further, the deposit would not be returned for at least **** days - it at all. We have since disputed the $378 deposit with Discover Card and they are investigating further.We are appalled by a business model that allows such a blatant customer interface to an otherwise popular campground. The two women working the office when we arrived on July 1 immediately acquired a combative spirit about our reservation and explained our reserved site was for annual guests only - even though the park management had approved our reservation back in March, and certainly had no issues with accepting and holding the deposit until July.

  Business Response

  Date: 07/23/2023

  Thank you for the reminder to respond to this complaint.  I apologize for being delayed.   This reservation is very baffling.  We use a very sophisticated reservation system that tracks all reservations.  I have viewed the document that ************* provided showing that she reserved Site B33 for the dates July 1, 2023- July 31, 2023 for $700.00.   Our records indicate that on March 13, 2023 ************* reserved Site A35 for the dates of July 15, 2023 - August 14, 2023 for $700.00.  Site B33 was already leased at this time and the rate for that site is $900.00.   When ************* arrived on July 1st,  fourteen days early our staff tried to explain to her that she was early and with it being a holiday weekend Site A35 which she reserved was occuplied.  However, they made arrangements to accommodate her on another site for a couple of days at no charge until Site A35 was vacant.   ************* proceeded to raise her voice and make demands in the office in front of other guests.  She went into a private office to make a phone call and after a few minutes she informed the staff that she was not staying and demanded a refund.   Our staff was extremely busy with other guests and explained to her that if a refund was made it would have to be reviewed and would not show up on her credit card for 3-4 business days.  We try to work with all of our guests and make necessary accommodations.  I have attached a copy of our confirmation showing the reservation to be made on March13, 2023 for Site A35 for thirty days beginning on July 15, 2023 with a deposit of $378.00 being paid on that date.  The balance $322.00 was to be made upon check-in.  After ************* left, our staff received a phone call from an individual claiming to be an attorney for ************* and asked for a refund.  The individual did not leave a name or number.   

• Initial Complaint

  Date:04/14/2023

  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 with River Falls ** Park to stay two nights on 01/14/2023. However, the day of Check-in 04/11/2023, while in travel with my fifth wheel camper. One of the widows busted. I called the business to cancel and tell them I was not going to show up on. I asked for a refund, I was not expecting the full amount of the initial first charge to make the reservation. Instead, they charged me for the full amount for the two nights stay I had reserved. I did not stay at the ** Park at all. When I noticed the second charge, I called them and asked for a refund, they refused. I told the Lady I first talked to that was basically Theft. She then transferred me to I guess the Manger or Owner. I don't know all he said was he name. I asked him again for a refund and he refused, at the end of the conversation I told him "I would never reserve a spot at His campground again" and Told me that "I can keep my a** in *********."

  Business Response

  Date: 04/23/2023

  Hello Complainant,

  River Falls is completely straightforward with our guests about the reservation and cancellation policy.  It is on our website here: ****************************************************************************; When you made the reservation, you agreed to our reservation and cancellation policy.

  While we understand that you had an issue with a broken window on the way to our campground, we are a business, and we have to enforce the aforementioned policy.  If we do not, there is no use in having a policy at all.  When you called us, you were half-way here, and we offered to have our RV repair technician waiting for you in our park, at your arrival.  You declined and decided to turn around and go back home.

  In regard to the phrase, 'keep your a** in *********,' you failed to mention in your complaint that you were calling our staff various nasty names repeatedly before the aforementioned phrase was used.  Getting respect is based on giving respect, to which you gave none and we responded in kind.  If you had not been rude and disrespectful, we would have given you a voucher or gift certificates.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19931280
  
  I am rejecting this response because:
  I did not call your staff nasty names, I may have cussed but I did not call your staff nasty names. I did play nice and you guys werent budging an inch nor did you offer any vouchers or gift certificates. *********** technician could have not done anything besides put cardboard up on it. ************************** has ordered the window from the manufacture because they have to replace the whole thing, *********** technician could not have done anything. Also I chat with your local DA I can charge your Business with Theft. Problem is, its a misdemeanor and I would spend at least $100 in fuel to drive down there because I would have to show up in person to file. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/25/2023

  CAMPSITE CANCELLATION & PAYMENT POLICY
  
  Guests may reschedule their date for campsites (One time courtesy) 72 hours before the arrival date - not valid for Holiday Reservations. There are NO VOUCHERS & NO REFUNDS for holiday or event dates. After the 72 hour cancellation period has expired (3 days prior), Guest forfeits rescheduling & their deposit. If reservation is canceled within the proper time frame there is a one transfer allowed and it must be used within 1 year of the cancellation date. If you cancel a second time on a ***************** that you previously cancelled, you will forfeit your deposit. NO SHOWS or SAME DAY CANCELLATIONS will incur the charge of the full reservation to the credit card on file. No show sites will be released by noon the following day. Rentals are released by 10:00 am the following day. There will be absolutely no refund given for no shows or same day cancellations. Reservation dates may not be shortened during the 72 hour period prior to arrival or upon arrival. You are responsible for your full balance at the time of check in. Deposits are non-transferable to another reservation you have on the same date, in a group, site or person. Reservations made more than ONE month in advance to secure a booking cannot change the date of arrival to after the originally scheduled date, you may edit it to come in prior to the original date. (THIS IS TO ELIMINATE THE BYPASS OF OUR 365 DAY RULE)

  Customer Answer

  Date: 04/30/2023

   
  Complaint: 19931280
  
  I am rejecting this response because:
  Had you offered a Two night Voucher from the start when I asked for a refund, the conversations on the phone would have been different. But you continued to insist that we should have continued traveling with our LARGE DAMAGED WINDOW to your campground and check in.  Your customer service is non-existent.  Your on site camper repair man could not have fixed it, the window is a custom order.  There was shattered glass all over the inside of the camper on the sofa and in the air vents, creating a hazard to walk or sit.  My mother even attempted to call and explain all this to you and you still never offered a voucher, and she was not rude to you at all. There should be some kind of understanding in place for special circumstances, such as accidents, medical emergencies or even death that prevents campers from arriving.
  Sincerely,
  
  ***************************