Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/15/2025
Type: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 had a reservation for October of 2024 and was affected by the hurricane. I agreed verbally to keep the reservation and move it to April 0f 2025. After multiple phone calls and emails I can get neither a confirmation that my rental is available nor a refund since it is clearly not available. I would like to get my refund.
Business Response
Date: 05/01/2025
This response was provided verbally to BBB.
Please provide phone records showing you called the business multiple times.
The business is willing to provide a full refund once the phone records are received.
Customer Answer
Date: 05/08/2025
I am rejecting this response because:
See AttachmentBusiness Response
Date: 05/14/2025
Our position is the same. We entered into the agreement the guest refers to. We were ready to honor that agreement but we have never been contacted and provided and dates.. I asked only for evidence that the guest contacted us multiple times as stated. I kept my part of the agreement .Customer Answer
Date: 05/14/2025
I am rejecting this response because: when the agreement to change the dates was made, I gave specific dates for the replacement reservation. I started contacting them via email and then by phone to confirm that my dates were still valid and got no response to any form of contact. They did have dates, but would never confirm nor deny those dates.Business Response
Date: 05/14/2025
The offer to pick a new arrival date will be extended for one year from the original arrival date. ***** ***** ownerCustomer Answer
Date: 05/14/2025
I am rejecting this response because: it is no longer feasible for me to come to their facilities. I would like my money refunded.Business Response
Date: 05/15/2025
I stated I would provide full refund if they provided phone records proving their claim was true and they could not reach me to reschedule the dates. That is a simple task for them to do to get a full refund. Why wont they do that?
They agreed to reschedule the dates. They admit they agreed to reschedule the dates. Now they are not being truthful. They did not try to reschedule and now are saying it is our fault for not answering emails or phone calls they sent to us. Prove it. Phone records or copy of an email they sent should be easy to produce. They choose to lie about us.
They can apologize for lying and receive 1/2 of their money or produce the phone records and emails they claim to have sent and get a full refund.
Customer Answer
Date: 05/15/2025
I am rejecting this response because: I have provided the evidence on two different replies to this complaint. Here they are again showing the proof of my attempts to get resolution on this from the beginning. The evidence does prove that I offered up replacement dates, but they were never confirmed nor denied. I was not about to show up on those dates just to be told that I did not have a reservation made.I do not appreciate being called a liar. I have done nothing but told the entire truth from my perspective throughout this process. I would like to hear an apology after proving again that I had made contact on several occasions.
Business Response
Date: 05/29/2025
i answered this already.
We have no record of the guest calling us.
please provide your phone records showing ************ was called multiple times.
Customer Answer
Date: 06/02/2025
I am rejecting this response because I have sent phone records twice now. Here they are again for the third time.Business Response
Date: 06/13/2025
This guest was what we call a "no show". He did not call for four months after his arrival date. We are a small family business and the cash flow is very tight.
If he will provide his mailing address we will mail a check for $500.00
That is the best we can do..
***** Ollis
owner
Customer Answer
Date: 06/13/2025
Since I am clearly not going to get the response I deserve, I have no choice but to accept your $500 refund in lieu of no refund at all. Here is my address:
*** *****
*******************************************************************Initial Complaint
Date:09/30/2024
Type:Status:ResolvedMore 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.
Hello, I booked a cabin rental in the ** mountains for 10/6/24 through 10/9/24 through the website for Linville River Log Cabins (***********************************). Three days ago on 9/27 Hurricane ****** hit the mountains in **, as a result many businesses, homes, and roads were damaged or destroyed. Travel is prohibited in ********************** due to relief efforts, in addition almost every road in the area of the Linville River Log Cabins is impassable due to mudslides, collapsed roads, water, downed trees, and power lines. On 9/29/24 I reached out via email to *****, who manages the cabins, asking about my payment, as I had already paid in full the 3 nights stay for $592.48. On 9/30/24 I called his number after no response, and the call was not picked up. He then texted saying they were closed due to the hurricane and I would not be refunded what I paid. What he states in the text (attached) is not acceptable, this is outright stealing. They cannot provide what I paid for, I did not cancel, it doesn't matter about travel insurance. It is unfortunate circumstances, and they have the BBB emblem on their website, which I always look for when searching for businesses, as I believe strongly in what you do for us consumers. Please help, and thank you!Business Response
Date: 10/16/2024
“This response was provided verbally to BBB”.
The Business has processed a full refund of $592.48 as of today, please wait 7-10 Business days to receive it.
Customer Answer
Date: 10/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you so much for helping me with my situation. I truly appreciate it.--Steve Nosal
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