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:03/05/2024

  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.

  The hotel was really terrible to stay at. First, there was an issue with double booking cabanas which supposedly happens constantly. They agreed to credit 100 in room credit but it was put on a different family member's room. A room that we did not charge expenses to. I emailed several times to the email address that was given to us as the front desk does not work every day and they also make it impossible to reach anyone. NO RESPONSE from the business. Secondly, the security hold of ******* has not dropped off from our card, which was not pending just a complete charge from the get go. It has been days and nobody seems to care about it. Not to mention the fire Saturday night that scared all the children and families because the staff was either not responsive or told people they could die if they didn't move faster. My children could not sleep. I would like a refund of the Saturday night stay - 600 dollars.

  Business Response

  Date: 03/05/2024

  Good afternoon,

  The $100 credit was applied to one of the two ************************** rooms. Invoice was resent to show credit. 

  Authorizations are released upon checkout. The release of unused funds happens automatically on the resort side, but it takes a few days on the **** to receive that information and release on their end.

  The release should happen soon.

  In regards to the fire alarm, we would appreciate a direct contact to ********************************  We are extending complimentary waterpark passes to enjoy in the future.

  Thank you, 

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I only received one email receipt not two. So i cant see the receipt from both rooms. I would email directly but ***** had responded to my email of several days ago and noone can be spoken to on phone. All computers or people who say they can book rooms but mot on system. Wed like one whole night refunded my children are ****** to come back (two of them)

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 03/18/2024

  Second receipt will be emailed to guest. thank you

  Customer Answer

  Date: 03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I still have not received a refund on my 150 a day security hold. This business is terrible. They never answered any of my email inquiries 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:02/23/2024

  Type:Product Issues
  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.

  We visited your establishment in April 2023 to celebrate my son's birthday. Unfortunately, our experience was subpar due to several attractions being out of order, depriving us of the full enjoyment of The KartRite. If we had been aware of this situation beforehand, we would have considered alternative options. We communicated this feedback to your team, and in response, they offered a resolution by promising a 50% discount on our next reservation.However, when we attempted to book our subsequent reservation, a miscommunication arose. The company informed us that the discount did not apply to blackout dates and other promotions, despite no prior mention of such limitations by the Manager at the time of the original offer. The Assistant Manager's initial email clearly stated a 50% discount, but the company increased the price and applied the discount to the elevated rate, resulting in us paying more than our April 2023 visit.In light of these issues, we requested contact from a General Manager to address the matter. Concurrently, we have opted to involve the Better Business Bureau (BBB) in hopes of finding a resolution. It is evident that there is a significant miscommunication problem between your company and its customers, and we hope for a swift and fair resolution to this matter.Please see uploaded email thread attached to the complaint.

  Business Response

  Date: 02/26/2024

  I have reviewed this with the same manager that responded initially to ********************' complaint and the response given.

  Discount packages don't receive discounts on top of it, meaning there is no stacking already discounted rates, but because this was not explained in the email, I have authorized the refund of the difference.

  Thank you, 

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We acknowledge the KartRite's attempt to facilitate a refund; however, essential details such as the refund amount, refund method, etc., were not included in their explanation. Kindly guide us on the appropriate steps to secure this refund. Communicating with the waterpark's General Manager directly has proven challenging; therefore, we seek contact information for the General Manager to ensure a comprehensive resolution to this issue. Additionally, please furnish an estimated timeframe for the completion of this refund process..  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 02/29/2024

   

  We have responded to the complaint. The complaint will be resolved today. 

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/01/2023

  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.

  We never stayed the night after being switched to other room after letting them know the smell of marijuana was imbedded in the bed and room. The same problem existed with the second room. I traveled with my wife and three kids ages 1,3,10. This not healthy nor is it an acceptable practice in ********. Federal guidelines still makes marijuana illegal. They are condoning this behavior in there non smoking rooms which is another federal law broken.

  Business Response

  Date: 11/27/2023

  We are a non smoking facility.

  Guest was offered to move and reffused. 

• Initial Complaint

  Date:08/03/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  At check in, my friends and I who were staying there for 2 nights (07/28-07/20) were informed of the remaining balance of ******* after the initial payment of $857.54 were made on one of my friend's credit card via phone to reserve the rooms. At check in, two debit cards (my other friend's and mine) were used to get charged $****** + their resort fee of $299 twice totaling of $1611.28 for the remaining balance. During the stay at Kartrite, the towel rack fell while my son was using the toilet and ended up injuring his eye. We complained to the front desk and they were nice enough to refund us $118 x 2, the resort fee off our two rooms. At the time of check out, we were looking at the invoices and realized that the total of two rooms came out to be $1616.02 and not $1870.90 like we were informed when we checked in. They have no record of the double charge of ****** + 299 that was paid at check in and the resort fee of $118 per room were still on our invoices. We had to prove that we were double charged when we first checked in by showing our bank transactions. We spoke to the manager (*****) who was on duty and she was absolutely no help and just informed us to email KartRite regarding our issues. There has been no one to help us through email or by phone since all the managers who physically work there have no idea what they're doing and the person that they referred us to via email left the company. I am still waiting on the $299 + $118 = total of $417 that I was informed to get refunded back and my friend is still waiting on her $805.68 charge. This is absolutely ridiculous and it seems that they are scamming people by double charging and withholding refunds.

  Customer Answer

  Date: 08/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kartrite Resort & Indoor Waterpark regarding complaint ID ********.
  
  ********************************************
  

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  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.

  The website lists many restaurants to choose from daily at the resort and when we got there, only 1 (******** **********) was ever open and awful! Their 5-star, called '*******' required a reservation, which we couldn't make because they were all "booked" when in fact the place never opened the entire time we were there! The site is extremely misleading and deceptive!! My family wouldn't have booked this trip had we known that everything advertised would be closed! The bounce houses were never set up, as advertised, which upset our son. It was his 10th birthday..we paid extra for a birthday "surprise"..an additional $125 and all he got was a banner on our door, a cheap oversized shirt and button, a small stuffed animal, a water bottle..oh and a few arcade credits. Not one staff member even acknowledged his birthday when wearing this birthday gear, as proclaimed!! We had to change rooms upon arrival because the room we were assigned had dirty diapers in the hallway, making us want to vomit...and no one picked them up the entire evening!?! They overcharge for everything and if you read the terrible reviews you will see a horrible pattern by this company. They basically rob families blind!!! The printout from one of our debit cards shows tax after tax and fee after fee, seemingly for nothing!! You have to provide a credit or debit card to the front desk upon check in, which they promptly put a so-called "hold" on, at the cost of $150 PER DAY!!! So they put $300 on my debit card...for the 2 nights...supposedly to cover anything you may want to charge to your room, because they don't accept any cash!! Mind you, this is IN ADDITION to the almost $1,000 it cost us for 2 nights in a basic type of room...well we paid extra for a "balcony" but it had a view of construction workers on scaffolding in the morning! I'm waiting for approx $280 back from this "hold" as no printout was given for this card at checkout!?! This place is filthy and a well disguised money racket!!!

  Business Response

  Date: 06/17/2023

  Dear Valued Customer
  
  Thank you for taking the time to complete our survey. Your feedback is essential in our effort to improve our service standards. I apologize for the unpleasant stay. Your comments have been shared with the appropriate departments so that they may be addressed. Please feel free to contact me directly and it will be my pleasure to assist you.
  
  Thank you for choosing The Kartrite Resort! 
  
  All The Best,
  ***********************
  Director of Rooms
  The Kartrite
  ***********************************

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/19/2023

  Type:Billing Issues
  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.

  While reading this complaint, keep in mind that we paid about $750 for 1 room/1 night.Our check in time was supposed to be at 4pm on April 9th, however, due to room cleaning delays, they were not able to check us in until around 5:45pm.The following day, half the waterpark was closed due to a shortage of lifeguard staff. To help make up for these inconveniences, the manager said he could not offer us any sort of refund, but that he CAN & WILL waive the resort fee of $63.72 and to allow us to have a 12pm check out instead of the 11am regular checkout.However, the resort DID charge me the resort fee of $63.72 and an additional $29.10 that I do not recognize what it's for.I've called 2-3 times per day for 1 week now and have never been able to get ahold of their billing department or manager. They keep sending my calls to different departments or call centers that don't have access to the billing information. I have also sent them an email which supposedly gets responded to within 24 hours. I would like to get reimbursed for these charges.

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/10/2023

  Type:Product Issues
  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.

  I has a reservation on March *****. We booked at a price of $537 and was able to change the reservation a week later for $432. At check in they took an additional $48 for the total of $150 hold and said $150 would be returned to me after checkout. I checked my bill and someone had charged the restaurant to our room. We did not eat in the ************** was it our name on the receipt signed. I spoke to a manager trying to get the $172 I was charged for the restaurant and the hold money on check out date 3/18. I was told they would do an audit and call me within a week. I have called and left messages for the past 3 weeks and no one has called me back. They keep passing me to voice-mail anytime I call the hotel and no one has responded to any voice message I have left.

  Business Response

  Date: 04/12/2023

  The guest has been refunded her $150 authorization hold.

  Customer Answer

  Date: 04/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  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.

  I paid for a reservation on the *********************Hon arrival day 02/26/2023 to 02/27/2023. I paid ** $ ****** and an upgrade for ********** **$ ******. When I finally check in passed ****pm because the room was not available. I asked the front desk to explain how to $200.00 balance should be use. Which they stay you just need to tell the restaurant staff about the coupon and your room number. Which I did. The same happens on **********. Until I noticed other charges on my acct. US$50.00. I contact the front Desk in the morning. Which stated that it will be fixed it. I the I should received Arcada cards. This person give the cards. The US$50.00 got deleted. But the next day I observed other unauthorized of **$252.72 including US 3% card charge fee of **$7.36. Every time I called the Front Desk never pick up the phone and everytime the ********** pick up the called and they refused to help. Until a kind staff filled a complaint forme and I was refunded US$245.36. And I noticed two more charges of US$88.13 + US$49.68. This transations made my bank acct. Go negative two times. US$70.00. And I am recorring late fee on two bills. US$75.00. Which will be reverse as *********************H credit the money back into my original acct. I did purchaced food with these amount but however it must be included with the $200.00 food and play package. I did not authorized any other charges on my acct except the original balance. I did not use more than the balance of $200.00 for meal. I have made multiple attemps to contact the *********************H unsucesfully. One minute is the front desk or the billing **** which is responsible and they don't contact me back or gives a explanation. I called today 3/7/2023 it my #** calls made to result the issue. I was told they are closed. Yeap they are closed until monday at 09:00 AM. I guess the ********** is tire of my constants calls. This company addvertise "Upgrade experience packages" and don't offert the services I paid for.

  Business Response

  Date: 03/30/2023

  The guest was fully refunded and alerted 

   

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  

  I was partially refunded for the chargers. However, the transactions fee of $7.38 wasn't not refund. Even so these transactions were practically unauthorized.

  I called every day, at least 6 times each day, must of them unsuccessful, and wrote various emails without answers or final invoice explaining the chargers, only after BBB intervention, they result the issue. However, they didn't offer an explanation, they were rude, and unprofessional. I received an email without a subject. Just the final bill. 

   I don't really understand the need of such poor behavior. It was an opposite experience than before.

   

  I will leave this nightmare behind, for my side they have lost a client. It's not about the money. I understand that mistakes happen, but at least the staff should be little more professional.  

   

  I highly appreciate your time and commitment on assisting me to result this complaint.  

   

   

   

  Cordially, 

   

  
  

  
  Sincerely,
  
  *********************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ************* ************* These are the confirmation numbers for my purchase.Here's the story:Thanks for taking the time to attend to my issue here. I had been dating a young lady and she suggested we take our kids to this resort. She asked for my card to book it and before I knew it she had paid over $1300 on the card. Despite my surprise at the amount and her lack of communication, I allowed it and she zelled me her share. We broke up before the vacation and she demanded her money back, which I sent. Then I called up kartrite and found that her booking had actually been non -refundable.I asked if they would work with me to refund the money due to the circumstances but they all pointed to the policy and did not attempt to help. Then I asked if the date could be moved to a different date and they said it could, but every date we tried was hundreds of dollars higher than what I paid. I felt trapped and told them so, and warned that it's not my style but that I may have to dispute it through discover card. When discover card attempted to resolve it, they once again pointed to their policy and declined to refund the money. So here I am. I know that technically I bought a non refundable thing, but the fact is I had initially called them 2 weeks before the booked date. They had given a 25% discount for the non refundable booking, and therefore, as I argued, they could have refunded me the money and booked it for full price to the next person. I feel that this activity falls within the range of fraud and I would be very much obliged if you could help me get my money back.

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On August 16th, 2022 my debit card was charged $504.42 for a two night stay at the Kartrite. I was inquiring about booking a room, and did not actually intend to book it. I accidentally booked it, as I have a young daughter who was running around at the time, and made my hand slip. I immediately attempted to call the resort and cancel my booking. However, because the booking was made for that day, I could not cancel, due to their 24 hour notice cancellation policy. I reached out to many managers, and was told to file and escalation. I did so, and have not received a call back. I went to my bank, and they let me know if I wanted to file fraudulent charges, I would have to freeze my account until the issue is resolved. I could not afford to freeze my bank account, as I need it open for many bills that come out automatically. I have tried to let this go, but $500 is a significant amount of money. I'm just looking for some sort of compensation, although, a refund would be ideal.

  Customer Answer

  Date: 01/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kartrite Resort & Indoor Waterpark regarding complaint ID ********.
  
  Sincerely,
  
  *********************