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Business Profile

Park

Jellystone Park of Western New York

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/11/2023

    Type:Product Issues
    Status:
    Resolved
    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 reserved a site in February 2023 for jellystone wny for Jul 14-18th 2023. We paid over $600 which included their ridiculous resort fees and site lock fees. My parents decided they wanted to go as well, so I was looking for a site for them in June of 2023. I found the prices were almost half the cost of when I booked! I finally got through to someone on the phone and they agreed to lower the price to $68 a night. ($308 cheaper than previous) That was all fine and dandy! Tlnow trying to get them to issue the $308 refund has been a joke! They put it as a credit on my account, which does no good because I doubt we will stay there again. It took me a solid week of calling, emailing and Facebook messaging for them to finally respond and say they would mail me a check for the refund. That was over a month ago! Still no check and now they will not answer the phone (I've tried 100s of times and it just rings and rings) I've emailed numerous times with no response. I tried Facebook messaging and they just say they will pass it along to management. Still no response and still no refund check. I just want the money that is owed to me, nothing more. We will probably not return to this campground as the teenagers working there have no regard for safety and its only a matter of time before someone else dies there. None of this can be addressed because they will not answer a phone call or email! It's extremely frustrating and a horrible way to run a business. The new management sucks!

    Business Response

    Date: 09/21/2023

    BBB received the following response from the customer on behalf of the business:

    I finally received a refund check from jellystone after 2 months of trying to work with them. They ended up refunded our entire trip so we are pleased with the outcome. Thank you!

  • Initial Complaint

    Date:07/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 were staying at Jellystone from July 2-9. My 10 yr old son is a FT wheelchair user. On July 3rd we went to the pool area in which the wheelchair accessible entrance was locked. We entered through the unlocked gate in which we were unaware that once we entered that there was a step down, which my son did not notice and he flipped his wheelchair. Thank goodness my niece was there to catch him. I immediately went to the manager and was told that the "accessible" entrance needed to stay locked, and someone would need to unlock it for me.
    Tuesday July 4th, we go to the pool again, to find the gate locked again. I once again had to go ask for the gate to be unlocked. ( this should not have to be locked as I should be able to take my son swimming whenever he wants without having to ask for gate to be unlocked).
    I go to leave and the park ranger golf cart is parked in a handicapped parking space. This should not be happening at all. Handicapped Spaces are limited to begin with , let alone having the non handicapped park ranger park in a handicapped parking spot.

  • Initial Complaint

    Date:08/24/2022

    Type:Billing Issues
    Status:
    Unanswered
    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 have always chosen Jellystone over other campgrounds because of the vast amount of amenities that they offer.  However, if those amenities are broken or not in service, it is absolutely not worth the cost.  Last year the issues were understandable due to Covid, but this year that is not an excuse.  Upon arriving (an hour after actual check in time) I found the cabin to be filthy. See link below for the pictures:  the floor that I swept as soon as I arrived, the disgusting hair in the bottom of the shower, and - the best one- the previous occupant's personal belongings.  No one touched this cabin at all.  There was no toilet paperand no trash bag in the can.  The worst for me, perhaps, was attempting to take a shower and finding that the drain was completely clogged, which meant that I was standing in a few inches of OTHER PEOPLES grime and hair.  Additionally, I had no hot water in the kitchen for the duration of my stay, which made doing dishes nearly impossible. To add insult to injury, many of my children's favorite activities were broken or closed.  The back pond with inflatables, the laser gun game was down to four guns so my kids couldn't even play together, and the arcade, perhaps what they look forward to the most, was a complete joke.  7 or 8 of the games were broken (again, see photos) and the ones that "worked" didn't really work- my son didn't get his tickets and my daughter lost her quarters.  I had two employees even admit that "everything is pretty much broken here".  When we went to the splash zone, one of the few things that was still functional, multiple bathrooms were littered with trash and the toilets were not flushed.  It was not being cleaned throughout the day at all. What am I paying for if nothing works and/or isn't usable?   I was told a manager would call me, but no one has. Have also emailed 3x with no response.

Jellystone Park of Western New York is NOT a BBB Accredited Business.

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