Complaints

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• Initial Complaint

  Date:05/11/2024

  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.

  I made a reservation for this RV park and paid in in full in two installments before arrival. Reserved a full hookup site for three nights. Upon arrival, the electrical hookup was faulty, the 50 amp didn't work, only the 30 amp worked. The office on premises was never open and could only leave phone message to notify them. On day 2, we left for the evening and returned to find we then had NO electricity and the hookup drained the 5th wheel battery. They had us move at 10pm to another site, with difficulty because we had no power to move in our slide outs. We left the next morning for safety reasons as I did not trust the utilities at that point. The manager knew about the power problem prior to our arrival but did not inform us. I paid for a full power hookup and did not get this. This was not a weather or natural problem, it is an internal electric issue they have not fixed. It is not safe and they are not telling people. They would not apologize or offer refund for faulty electric and jeopardizing our safety.

  Business Response

  Date: 05/21/2024

  The guest is correct that they did make a reservation to stay with us May 10 -12, 2024; On May 8 **** called and asked if it would be possible to add May 9, 2024 to their reservation and we were able to accomodate that request.  The Hankis's checked in on Thursday, May 9, 2024; after receiving a call from staff member ***********************, to inquire as to what time they would be in and verifying they knew their site number.  They arrived and set up (connected into the electrical system as well as the water & sewer) on site 230 Thursday, May 9, 2024.  

  On Friday, May 10 around 3:00 PM; **************** approached ************************* (a maintenance team member) and let me know that there was an issue with his 50 AMP service.  ***** reported the problem to our *********************, Lead grounds maintenance member.  The ****** left the property shortly there after.  **** investigated the issue, first with a volt meter to test the breakers, shortly after that the guest in site 232 said they were having intermitten electrical problems with their 30 AMP service.  They also shared with us that when it first happened they thought it was their rig and not our site as they had problems in the past.  It was determined that we needed to call our Master Electrician and have him come investigate the issue.  ***************** and his associate arrived on the property approximately at 4:30 PM; they begin to trace the problem with the electrical.  **** determined that there was a bigger problem going on and for the safety of the guest, their equipment and our park that, that electrical line that feeds site 227, 229, 230, 231, ******* and 234 needed to be shut down. Which we promptly did!!  We moved the affected guest to new sites promptly.  The ******** were not on the property but did receive phone calls (whcih were never returned) from myself with voicemail messages that it was important that they contact me ASAP.  I left the property at 7:00 PM to go let one of the Owners know of the problem and what was being done.

  When the Hankis's returned to the property around 7:45PM, they were greeted by **** who alerted them to the current status of the electrical. **** promptly called me and I headed back to the property to address the situation.  When I arrived at the property, I was greeted by a highly intoxicated ********************* who was yelling and screaming vulgarity at my staff, her husband and myself.  I was also told by my staff, that she was so intoxicated that she fell down the stairs going into the fifth wheel. 

  **** and I had a conversation with her husband, trying to explain the situation and that we were going to move them to another site on the property for the rest of their stay.  **** continued to yell and carry on with her vulgarity and at one point lounged towards me in which I told her husband to get her in the truck and keep her there!  At somepoint, she called the ***************************** on us, because she had no electric.  Two officers showed up in separate cars.  I revefied with her husband that the three calls made from my phone were in fact to his wife and he confirmed that yes, they were.  What should of taken less than 45 minutes to unhook the rig from the spot they were in and move to the new site took 3 hours, complete with one of the officers staying the entire time to help this process.  By the time, we were able to keep her in the car and out of the way it was 10:30 at night and we were finally unhooking their rig to move to site 108.  

  When they were finally unhooked and ready to move, myself, the Police Officer and **** escorted them to site 108 where,  to help them get resituated for the rest of the weekend.  In the process of backing up the rig into the new site, **************** went off the concrete pad, damaging the greenspace next to the site.  Honestly, we were okay with that, as we just wanted them in the site and were more worried about his individual safety than anything else.  

  I left the property at 11:30 PM as well as the officer.  At 12:30 AM, I received a call from another guest complaining about the yelling from site 108.  I ran back out but by the time I got there things were fine.

  Saturday, May 11, 2024; **************** called me to appologize for his wife's actions the night before; stating that it was not acceptable on any level and he felt bad.  He also, said that he didn't know why she went off the way she did.  He also shared with me that she had left their rig at somepoint and wasn't answering his calls.  He apologized again for the problems the night before and the inconvenienc that it casued to my staff, myself and the other guest.

  Originally, I would offered somesort of refund for the inconvenience of having to move Friday night but after ****'s actions, I do not feel that she is warranted any form of refund and or that this complaint is valid!!  We have also banned her from ever booking and staying in our park ever again.  Had she returned her voicemail message, she would of known that there was an issue and that we needed to move them.  I do not have the police report number, but I am positive that the chain of events is documented with the **** and they will confirm that **** was intoxicated and out of line and not willing to listen to what was happening as well as totally hindered the getting moved to another site in a timely manner.  

  The electrical issued was repaired and turned back on in the park May 14, 2024.  I am also happy to have *****************, **** Electric submit the ticket for the workorder on Friday, May 10, 2024 if you feel that would be helpful.

  Should you require anything additional from us, please let me know!

  Thank you,

  ************************************** Project Manager