Complaints

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• Initial Complaint

  Date:07/22/2023

  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.

  My husband and I made reservations at **** ***** Resort, early May 2023 for July 4-7 for a cabin and camp site. I found “the Resort” using a web search early May. I had family driving in from NY who required wifi to telework during the trip. Their website advertised a “Resort,” pool, wifi and beach. When we arrived July 4 with our pop up, they told us the pool never opened (they were advertising this as of May) and we could not use the bathrooms at the pool which were in walking distance. I explained to the kind lady at the office that I had a 5&7 year old and a pop-up and needed a bathroom. She said I had the option of driving a mile away every time we needed to go across a busy road. Brenda the office manager came out. She stated “this place is meant for self contained units.” I asked her to show me where it says that on the website, and she couldn’t. I was in tears explaining that my brother had driven from NY and their website lies had put us in an awful situation. She said she’d give us a refund for the camp site, but that was the best she could do. My brother ended up driving back a day early (to New York) because their WiFI never connected in the cabin, and he couldn’t telework. Before we left, ******* told my husband we were “all set with the refund.” When we returned home, ******* said the “parent company,” diversified investments would not give us a refund. He instead gave us a $100 gift certificate to **** ***** Resort which we will NEVER go back to. My husband called diversified investments for the campsite refund we were promised for their false advertising. They said “it was settled with the gift certificate.” In the end we are victims of a scam and false advertising. We are requesting a refund for the campsite that Brenda, the office manager promised us as a result of the false advertising. Diversified investments has yet to deliver.

  Business Response

  Date: 08/19/2023

  We did reach out to the guest and were unable to reach them in advance concerning the pool facility being closed. I spoke with ******** shortly after her arrival about the concerns and explained our website does in fact state Self Contained units only. The guests had full access to all the property bathhouse facilities. ********************* Resort has 17-High End Cabins, 262- Full Hook Up, 50-amp Sites, and a 147 slip Marina. There are limited access gates, 2-bathhouse, one on the Marina side of the Marina side of the resort and one in the pool area (for pool patrons/only open pool hours) a Laundry Facility, Pavilion, Swimming Beach, Marina, Boat Launch, etc. 
  
  Had ******** paid attention to the website she references, and/or made clear that her camping unit was not equipped with a bathroom, she would have been redirected to other campgrounds in the area that have accommodations for primitive camping. The guests booked/paid from 2-nights in a cabin and 2-nights on a campsite (and received a military discount during a "no discount" period. They stayed on the campsite and in the cabin and received what they paid for in accommodations. We issued 2-$100 Gift Certificates ($200) for the inconvenience of no pool for the 2-days which combined totaled 40% off of the reservation. I believe this to be fair compensation for the inconvenience just no pool and no wifi due to a storm - in other words, they received what they paid for. 

  Customer Answer

  Date: 08/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

   We were promised by the office manager we would receive a refund for the camping and ******* told us it was  “taken care of” prior to us leaving.

   After we left they did not refund us. As we said the place is awful and so is  the customer service (clearly). We would never want to stay their again. The gift certificates (which we only received one) are a slap in the face for a company that has treated us poorly and lied to us. They have  no value to someone who would never want to go back.

  Were simply asking for what the office manager promised us, a refund of our RV site.

  Regards,

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

  Business Response

  Date: 08/22/2023

  My name is *********************, and I am a principal of this business.

  This individual was given $200 in gift cards in response to their complaints from their stay. We will not address this matter any further. This individual is unreasonable and misrepresenting certain facts.
  

  In an effort to finalize this - I will refund them $200 - when they return the 2 $100 gift cards, we gave them prior. Our records reflect that they were given a military discount - and that, along with the $200 credit resulted in them only paying $~200 for a $550 total cost.

  Be advised that we have no reservation in this individuals name - and as such - we are under no obligation to continue this dialogue with her. The reservation is in the name of *********************************, and he paid for this reservation. ******************** is therefore entitled to nothing. Nonetheless - we will issue ********************** - upon his request - $200 in place of the gift cards that were issued.

  Otherwise - there will not be any further communication from us regarding this matter.

  Thank you.

  Customer Answer

  Date: 09/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because

  Hi **********;

  Thank you for your reply. It sounds like a fair deal. Please note ******* only sent us one, $100 gift certificate. The total for the RV campground was not more than $200 so I’m only requesting a refund for the actual amount promised (less than $200).
  
  Once you have discussed with ******* please let us know the address and I will have my husband return the gift certificate.

  Regards,
  
  *********************************

  Business Response

  Date: 09/06/2023

  Return the unused gift certificate to the following:

  Diversified Management Companies

  **** ********* **** ***** ***

  Bethesda, MD *****
  

  Further, this agreement is predicated on our receipt of a letter from ********************** stating that he will not dispute the credit card charge for the original reservation. Once this letter is received, we will process the refund.