Complaints

This profile includes complaints for Glen Ellis Family Campground's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Glen Ellis Family Campground

  83 Glen Ellis Campground Road Glen, NH 03838

• 

  Glen Ellis Family Campground

  P.O. Box 397 Glen, NH 03838-0397

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:10/28/2024

  Type:Facilities 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.

  We made a three day reservation at ******************************* yogi Jellystone campground park 10/11/24. On the second day the entire park lost power at 7am. We had no heat, power, hot water, use of toilets/showers. The management never communicated with guest as to a plan. They closed their public bathrooms. We were told power wild be back on at 5pm. Then the next day but when it got dark and 40 degrees outside we left. We were not prepared to sleep with no heat lights and was very unsanitary without toilets. The corporate representatives told us we would only get 1 nights refund but we are demanding 2 nights as our trip could not be honored without power and water. They are being very u reasonable and completely unprepared for such an event in the northern mountains of **! I have placed a dispute on my cc in hopes of getting a refund.

  Business Response

  Date: 10/30/2024

  Good Afternoon *****,
  
  Thank you for reaching out once again. We understand the inconvenience caused during your stay at Jellystone **** Ellis on October 12th, and weve spoken with you on several occasions to address your concerns. We would like to reiterate that the power outage affecting your visit was due to severe high winds that led to power disruptions across the state. Unfortunately, this was a circumstance beyond our control, and we worked tirelessly to support all our guests during this challenging situation.
  
  Throughout the outage, our team remained on-site and readily available to assist. Not only did we have our back-up generator up and running by noon on the 12th, providing running water to all sites, but we kept our office and store open late, provided complimentary hot chocolate and smores, and arranged additional activities, including live music, to make the experience as comfortable as possible under the circumstances. We did our best to keep guests updated, though power restoration estimates ultimately shifted due to the severity of the outage.
  

  In recognition of the disruption, we have issued a refund greater than the standard to you, as an act of goodwill for a situation that was ultimately an act of nature. As previously discussed, we will not be able to offer any further reimbursement.
  
  Once again, we appreciate your understanding, and we hope for an opportunity to welcome you again under more favorable conditions.
  
  Regards,
  
  ***** *****
  Assistant General Manager

• Initial Complaint

  Date:06/18/2024

  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 camping reservation in February for this July. I had to cancel because it was too expensive. I put down a deposit of $890. According to their cancellation policy, I will get $865 back because of a $25 cancellation fee. That is fine because it says that on their website. The website also says that I will receive my refund in 5 - 10 business days. Well, I was told on the phone that I will receive a check in 6 - 8 weeks. The debit card I used to pay the $890 has expired. They claim that the only way I can be paid back is by check in the mail. Thats fine, but I am not waiting 6 - 8 weeks. Their policy clearly says 5 - 10 business days. 6 - 8 weeks is beyond ridiculous and not stated anywhere on their website or on any document that I signed.

  Business Response

  Date: 06/29/2024

  Good Afternoon,

  This guest did decide to cancel, and I handled the matter personally. It's accurate that we couldn't refund the card on file because it had either expired or been changed by the guest. Our POS system, primarily for the guest's security, only permits refunds to the original card used for payment. Once a card is changed, our standard procedure is to mail a check to the address we have on file. The 5-10 business day window mentioned by the guest pertains to refunds requested via credit card. Refunds via check take longer as they require approval from our home office in ******** before the check is mailed. The 6-8 week timeframe for the check's arrival is an estimate, and the refund may arrive sooner.

  I spoke with the guest multiple times and explained all of the above. She was frustrated with this explanation and insisted on an immediate refund. Despite reiterating the reasons why this wasn't feasible, she abruptly ended the conversation. After she left a negative review on ******* I contacted her to confirm that the check had been approved and was being processed for mailing. She accepted this update, and it appeared that the issue was resolved.

  Best Regards,

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

  Assistant General Manager

   

  Customer Answer

  Date: 07/01/2024

  Complaint: 21858301
  

  I do not accept the business's response as a resolution to my complaint because:

  I am more upset that the girl I spoke to pressed the cancellation button too fast. I said I wanted to cancel, but I had more to say. She just immediately pressed the cancellation button without even confirming or asking me what I had to say. I could have put the $890 on a gift card and given it to my mother. My mother is camping at your facility this summer and had not paid the rest of her balance yet. I was hoping to put the $890 on a gift card for her and then she could just pay me back herself.

  What you are not understanding is the reason WHY we canceled. We canceled because we can't afford the vacation. We absolutely need that money right now. To say that it takes 6 - 8 weeks was beyond devastating to us. You have no idea. We booked this vacation in February. My husband has since lost his job and we are barely affording groceries right now.

  Also, I even offered to drive all of the way to your facility and give you the new debit card numbers. It's literally the exact same account that we used to pay, and I can prove it with documents from our bank. I don't understand why I could not have just driven there and put the new debit card in your card reader and receive the refund that way.

  Once again, we can barely afford groceries and we need that $890 back. So, no I am not satisfied with your response.

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

  Business Response

  Date: 07/01/2024

  Good Afternoon,

  We are terribly sorry to hear about your current financial situation. As ********* acknowledged in her rejection correspondence, she requested that the reservation be canceled, and our guest services staff appropriately proceeded by canceling the reservation.

  As my Assistant General Manager stated in his previous reply, we are unable to refund any amount to a card that has been changed. Refunds can only be made to the original card that was used to pay for the reservation; therefore, we would also have been unable to transfer that amount to a gift card. This policy is in place for several reasons, primarily for the guest's financial security. If this were possible, anyone with access to a guest's account could add their card, cancel a reservation, and receive the refund.

  At this point, we have informed ********* multiple times that the check has been processed. While we understand that this process may be lengthy and not ideal, it is standard procedure once a credit card has been changed. We have exhausted all other options at this point, but ********* can rest assured her money is on its way and will hopefully arrive sooner than the 6-8 week window we originally quoted.
  Thank you for understanding, and have a great rest of your day.

  Regards,

  ***************************
  General Manager