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:01/24/2023

  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.

  This refers to the week of June 6, 2022. During that time, the manager informed the maintenance personnel that my limbs needed to be trimmed. Seeing the maintenance technician cut the limbs off the lady's tree in lot 31, I asked him to cut my limbs when he finished. He told me he would handle it. Despite my return from vacation the week of June 27, 2022, the limbs in my yard were still uncut. Although many requests have been made to remove my limbs, no action has been taken. Consequently, branches and limbs touching the camper's sides have scratched, rubbed, and dissolved the paint. My stay here, provided me with an insight into how incompetent the management is. One of the biggest problems seems to be the parks employees' history of negligence and nepotism. An early morning tree limb struck my camper on July 9, 2022, causing permanent damage. I contacted the maintenance personnel and front desk clerk. In spite of my message being received and viewed at 5:55 a.m., no one responded until 8:20 a.m. The front desk clerk responded with this message; I let the maintenance manager know, and my brother know. Sorry about that. he saw my text at 5:55am when we were barricaded in the camper. nobody seemed to be concerned about the tree and the damages. It seems unreasonable that no one would answer the emergency number, when half of the employees live in the park. Maintenance manager eventually appeared and told us that these types of trees fall continuously and that there have been a few that have fallen in the past year. I feel as if my family's life was endangered because of the negligence of the park employees. By God's ****** we were not injured. I hope future customers will be taken more seriously by this company. I have incurred over $2000 in damages to my camper and have been told I would be reimbursed. The reimbursement has not been made, and nobody has bothered to contact me. I have sent them emails, but they have ignored me.

  Business Response

  Date: 03/01/2023

  Re:Case #******** ***************************; 
  Dear *****************: 
  I am writing to respond to a customer complaint made by ***************************** regarding her stay at Memphis Jellystone Park (the Campground).  ****************** was a monthly tenant at the Campground from March, 2021 through July, 2022 at Site #**.  
  On July 9, 2023, a storm went through the Park in the early morning and a tree limb fell on the DeFranks camper.  An incident report was filed with our insurance company and a claim was opened.   
  I understand from the adjuster assigned that a settlement was forthcoming in the amount of ******************** deductible, but she requested an amount higher than her deductible.  The adjuster questioned this amount in a voicemail message that ****************** did not return.
  As part of ******************** BBB complaint, she states she requested that the trees in her area be trimmed.   The Park has no record of this request and the employee whom she spoke to is no longer employed by the Park.    
  Finally, as part of the ******* Services Agreement that ****************** entered into with the Park, she has indemnified the Campground (see attachment)

  While we regret the inconvenience to ****************** and her family, our insurance claims department has been in contact with ****************** and negotiated a settlement for the deductible amount, which ****************** has not responded to. 
  Sincerely, 
  ************************;
  General Counsel