Complaints

This profile includes complaints for Ash Ridge Cabins's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ash Ridge Cabins

  Laurelville, OH 43135

• 

  Ash Ridge Cabins

  11594 Conover Rd Versailles, OH 45380-8423

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:01/25/2025

  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.

  Booked ********** Cabin for 3 nights arriving 1/21/25. Upon arrival, there was no safe path to the cabin from the driveway. No attempt to clear the ************ had been made. The floors, windows, fridge, and toilet had not been cleaned prior to arrival. This company advertises watching birds at the feeder at each of their cabins, the feeder was empty. When I checked the hot tub, the water was cloudy. I let the owners know about the hot tub, they offered to send out staff. I agreed to this and requested that they let me know when staff would arrive. Staff arrived without notice. They checked the pH balance, dumped additional chemicals in the hot tub and assured me that water was safe. When I turned the jets to to hot tub on, so much foam was produced it spilled over the edge. The staff made the water worse, as it looked more like milk than water after they added chemicals. The cabin had a gas fireplace, it was improperly set up, causing a dangerous gas leak that repeatedly set off the carbon monoxide detector. I had to spend half a day trying to get the gas leak to stop. This could have killed my wife and me! I The central heating in the cabin was not adequate without the use of the fireplace. I let the owners know the hot tub issue was not resolved and also let them know about the faulty fireplace, they never even responded. The cabin was advertised as clean and comfortable, with the ability to relax in an indoor hot tub while watching the birds. Instead I arrived to a dirty and dangerous cabin with a filthy hot tub and gas leak. Time that should have been spent relaxing was instead spent with unscheduled interruptions, cleaning, adjusting an improperly set up fireplace to stop a gas leak, and trying to problem solve a dirty hot tub issue. The owners clearly do not care about the comfort, time, or safety of their customers.

  Customer Answer

  Date: 01/27/2025

  Screen shot of email showing proof of payment 

  Business Response

  Date: 03/05/2025

  Hello, I have added sone of the email correspondence from **** ******  however the system would not allow me to add more.
  

  as you can see from the messages we responded to the hot tub issue immediately. We also have photos of the hot tub prior to their arrival which I would like to submit to you if possible. 
  these guest proceeded to go to ******** and ****** to bash us an give a laundry list of complaints that were not brought to our attention at all during their stay. They talked to our cleaning staff, said everything else looks good &  discussed the birds they saw at the feeder (there is a large glass container under the sink for bird seed refills if needed as the birds can drain a feeder in hours, so them showing photos of an empty feeder after their stay is simply because the birds finished it. They were welcome to refill with the provided seed should they desire to) 

  we have a policy, please look around the cabin upon arrival and let us know of anything is unsatisfactory. The ONLY thing these guest mentioned was the hot tub. We treated it & they said it looked good until a few hours later. **** told me he got onside the hot tub, but his wife didnt. After he got in there was what appears to be lots of foam from his photo. We dont know any other details. We do have the clean clear hot tub photos prior to his arrival though. So its really hard to determine fault on our end here. (And we absolutely would had the hot tub looked dirty prior to him using it) 

   

  as far as sending cleaning staff, I work in a hospital, I was with patients and my staff was so prompt and attentive they showed up before I could even get messsges to alert them. Staff knocked on the door & guest had the choice to open or not. I honestly dont understand the complaint considering they asked us to send someone to treat the hot tub. When hot tubs are shocked they do get slightly cloudy. We have the photo from the cleaning staff while they were there treating it to indicate this. 
  

  We had guest checkout that morning and check in the same day they left. Neither guest had any complaints. Both left 5 star reviews and said the cabin was as advertised. We have noticed as an industry that some guest like to complain and threaten bad reviews to get refunds & free vacations. Had we felt that we missed something or provided a cabin that was u satisfactory , we would own up to it. But we are in those cabins regularly. The fire once was just cleaned, maintenanced personally the weekend before! We have never had carbon monoxide detectors going off & the fire places do not leak. The mini split heating units they refer to are NEW and will roast you out of the cabin if its on, so the fireplace is really only used for esthetics for most guest. The mini splits are so simple to use by simply pushing the remote up or down to adjust the temperature. 
  

  its unfortunate guest like this get to manipulate cabin owners for their personal gain. We are a small family owned business who personally take care of these cabins and pay very close attention to detail. 2% of the guest are unkind & simply try to get refunds or do damage , steal or all of the above. 

  Business Response

  Date: 03/05/2025

  Enclosed are more photos of the text and emails. You see the hot tub at the time the cleaners were there treating it. It was slightly cloudy from the shock treatment, but not foamy as the guest suggested after they used it. 
  the photo of the extra bird seed under the sink . 
  honestly, I dont know what else we could have done. Everything was in perfect working order. It was cleaned, and well maintained. When we have guest inside as often as we do, it gets cleaned several times a week which is a lot more than most peoples homes. And like i mentioned   before, previous guest & guest there since loved the place and had great things to say about the cabin! 
  

  I have already contacted the guest and responded to their online slander. Theres nothing that will satisfy them other than their money back and they received  a nice place to vacation, and that comes a cost which we are not willing to refund after this frustration and outright lies after their stay.  Had they mentioned any thing out of place or dirty or needing more bird seed beyond what was mentioned , our staff would have been happy to remedy it. Our staff was  in the cabin conversing with the guest! If there were legitimate concerns, they should have mentioned it at that time and the did not. Actually they told our staff everything else was good. All legitimate issues from renters are documented by guest with photos & videos other than the hot tub after they used it and an empty bird feeder, there were no other photos provided.

   

  With he business youre in Im sure you can see through legitimate complaints and those wanting refunds. *** offered all our correspondence that I have. I hope you can see that we did all we could to help them and noting was going to satisfy other than $$$ back. 

  Thank you for your time. 

  Business Response

  Date: 03/05/2025

  Last photos of their reviews on ******. I did respond to them at the time. 
  

  thank you! 

  Customer Answer

  Date: 03/05/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22857643
  
  I am rejecting this response because: business did not offer solution
  
  Regards,
  
  **** ******

  Customer Answer

  Date: 03/06/2025

  When I told the owners that the staff made the hot tub worse, no reply. When I told them their fireplace was leaking carbon monoxide, no reply. When I asked for a partial refund due to empty feeder (empty upon arrival, I filled it with food I paid for myself) hot tub was already cloudy at check in, even put in a clear glass- cloudy, and the cabin had not been cleaned thoroughly prior to arrival, I again was ignored. I showered immediately before entering the tub, so no, it was not my body that made it dirty. I immediately had to get out as there were so many chemicals and dirt that as soon as I turned on the jets, foam started spilling over the sides of the tub. There was garbage/ clear plastic on the tub at arrival. It was not clean or safe for use.The hot tub water was not clean and it was not chemically balanced.Staff admitted they could not completely service the hot tub due to the temperature. They also said the filter wasn't working correctly and couldn't get the smaller particles causing the cloudiness. Cabin owners were not considerate of my time, and the cabin and amenities were not as advertised. Over half of my time spent at the cabin was trying to get the hot tub and fireplace in working ********* cabin owners are accusing me of trying to get a free vacation when all I actually wanted was the cabin to be as it was advertised upon check in. Cabin owners also inappropriately wrote about my wife's health problems in response to ****** review, that's highly unethical. They didn't even bother to attempt to clear the ice covered walkways. Cabins owners do not care about the safety or comfort of their guests.

  Business Response

  Date: 03/06/2025

  The customer would like a refund. The problem is we resolved the issues we were made aware of during his stay. The cabin has been fully inspected and safe. He is requesting a refund, however he has already disputed the credit card for his stay and the decision is now in the hands of the merchant account. There  are no other options at this time. He will have to simply wait to see what the credit card company decides. 
  

  Thank you,

   

  Theresa 

  Customer Answer

  Date: 03/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22857643
  
  I am rejecting this response because: 
  Cabin owners did not remedy or address problems, in fact they just didn't reply to my emails. When told the staff did not resolve the hot tub situation and in fact made it worse, no reply from owners. When told the fireplace was improperly set up and exposed my wife and I to dangerous carbon monoxide, no reply. When asked for a partial refund due to lack of advertised amenities, no reply. If business owners think just not replying is addressing concerns, they are mistaken. If business owners think lacking accountability on their end is addressing concerns, they are mistaken. If business owners think sending staff unscheduled to interrupt privacy that I paid for is addressing concerns, they are mistaken. If business owners think making dirty/cloudy hot tub water turn into water that resembles milk and foam is addressing concerns, they are mistaken. If business owners think insulting and blaming their customers for their lack of advertised amenities is addressing concerns, they are mistaken. Good business owners would try to actually address these problems and not blame customers for dirty and unsafe conditions at check in. 
  Regards,
  
  **** ******

  Customer Answer

  Date: 03/07/2025

  ***** owners keep insisting that bird feeder was not empty upon arrival. It was. When staff came out we mentioned this and said we put our own bird food in there and hoped it was okay. They replied that was fine and we could put whatever we wanted in there, with no mention of any bird food being available in the cabin for us to use instead. When staff was there they dumped more chemicals in the hot tub and told us to wait a couple of hours for the hot tub to clear up. I am unsure why the cabin owners think we were satisfied with this solution, when we had no way of knowing if this was even going to be a solution. Whatever chemicals they added clearly made the water in much worse condition. I let the owners know this and they simply just ignored my concerns. I did not get what I paid for, and the business owners know this. I have attached screenshots of the emails showing the owners simply just did not reply to me  They were aware of the problems and decided to not remedy them.

  Customer Answer

  Date: 03/07/2025

  I am rejecting this response because: 
  Cabin owners did not remedy or address problems, in fact they just didn't reply to my emails. When told the staff did not resolve the hot tub situation and in fact made it worse, no reply from owners. When told the fireplace was improperly set up and exposed my wife and I to dangerous carbon monoxide, no reply. When asked for a partial refund due to lack of advertised amenities, no reply. If business owners think just not replying is addressing concerns, they are mistaken. If business owners think lacking accountability on their end is addressing concerns, they are mistaken. If business owners think sending staff unscheduled to interrupt privacy that I paid for is addressing concerns, they are mistaken. If business owners think making dirty/cloudy hot tub water turn into water that resembles milk and foam is addressing concerns, they are mistaken. If business owners think insulting and blaming their customers for their lack of advertised amenities is addressing concerns, they are mistaken. Good business owners would try to actually address these problems and not blame customers for dirty and unsafe conditions at check in. 
  Regards,
  
  **** ******

  Attached is a picture of the cloudy and murky water at check in showing date and time. This picture was taken just 23 minutes after check in time. The fact is we arrived to cloudy, dirty, and unsafe hot tub water. Unsure why business owners think cloudy water, dirty hot tub, and debris/plastic floating in the water is acceptable for customers to use. 

  Cabin owners keep insisting that bird feeder was not empty upon arrival. It was. When staff came out we mentioned this and said we put our own bird food in there and hoped it was okay. They replied that was fine and we could put whatever we wanted in there, with no mention of any bird food being available in the cabin for us to use instead. When staff was there they dumped more chemicals in the hot tub and told us to wait a couple of hours for the hot tub to clear up. I am unsure why the cabin owners think we were satisfied with this solution, when we had no way of knowing if this was even going to be a solution. Whatever chemicals they added clearly made the water in much worse condition. I let the owners know this and they simply just ignored my concerns. I did not get what I paid for, and the business owners know this. I have attached screenshots of the emails showing the owners simply just did not reply to me  They were aware of the problems and decided to not remedy them.

  Business Response

  Date: 03/10/2025

  We understand that this is unsatisfactory for **** and ******. Unfortunately many of the line items they are now complaining about were never brought to our attention until we read their online reviews and their messages here with BBB. Some of their messages were not received until after their departure. They did have our cell numbers and we would have welcomed any phone calls to reach us sooner, however they opted to send emails and those messages are not received in a timely manner. 
   **** and ****** were aware that our cleaning staff were arriving to remedy the hot tub situation and stated to please send them to the cabin for assistance. unfortunately the email asking for a heads up was not received prior to our staffs very prompt attention to the guests needs. The cleaning staff treated and tested the hot tub and showed the guest the test strip showing it was clean and safe. The photos provided also showed the hot tub was clean and clear while staff was there. The only foamy photos we have are from the guest after they used it. At that point there really is nothing we could have done to immediately change that situation. Should the guest require the hot tub be drained and refilled, that requires water truck delivery. They said, the guest agreed to the policies and procedures stating that sometimes appliances, hot tubs etc are needing repair (or attention according to this particular guest) and refund for issues due to the situations. 
  I may add, the guest that checked in the very same day **** & ****** checked out did not have any issues with the hot tub & gave rave reviews about the cabin in detail. 
  

  As far as ***** concern about bird seed. This is also a fun amenity that we offer, but due to the nature of wildlife, its never a guarantee that it will be full upon arrival. That said, there was a full large glass jar under the kitchen sink to refill the bird feeder  should the guest choose to do so. This complaint is unacceptable as we provided what was needed for that amenity. 
  

  the fire place was Maintenced the weekend prior to **** and ******* arrival. It was in perfect working order. The 2 guest prior to their arrival (after the Maintence) and all guest since have not had any issues with the fireplace. Its safe to question what happened here as these guest also added a long laundry list of complaints after their checkout and it appears  they are just thinking of additional things to complain about to acquire a refund. 
  the truth is, they rented a beautiful secluded clean cabin for a weekend. Its never advertised as perfect, but we do our best to make sure guest are comfortable and enjoy their stay. I was personally inside doing deep cleaning just 5 days prior to their arrival. I know for a fact that the floors had been scrubbed and the cabin cleaned as I did that myself in a deep cleaning session the Sunday before. 
  

  to address the guest wanting me to respond to emails and provide a refund. That time has passed. Communication is now here and the funds are in the hands of the credit card company as the guest disputed the entire  stay wanting a full refund. These actions have taken it way beyond the two of us negotiating a fair response. 
  

  please understand that it is always our goal to have happy guest and this situation is no different, however we dont think this guest would ever be happy with any resolution to complaints during their stay. They only want money back for a free stay. That is now up to the credit card company. 
  

  please close this request as we are no longer making  headway. There will be no refunds on our end. Refunds will only be made should the credit card company agree with the guest and credit their account. Refunding them and a credit from the credit card company would result in a double credit and we will not entertain that option. 
  

  please be patient and allow the credit card company to make their decision and that will be final. 

  Customer Answer

  Date: 03/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22857643
  
  I am rejecting this response because: Cabin owners continue to lie. The email that I asked to be given notice of staff arrival was the SAME email that that I agreed to have staff come look at the hot tub. Owners continue to place blame, not holding themselves accountable, and saying that I lie, when it is them who keeps making excuses and adding to their story. Exposure to carbon monoxide has actually been documented in my wife's medical files as she continued to suffer headaches and drowsiness several days past our departure. Business still has not offered a solution.
  
  Regards,
  
  **** ******

  Business Response

  Date: 03/13/2025

  We have acknowledge all of the complaints from this guest. We have evaluated the entire cabin for safety and cleanliness. We were there the weekend before their arrival and evaluated everything that hes talking about including the fireplace. We have been there since and evaluated everything, and everything is in  working and everything is clean and safe.
  

  This Guest only wants a refund and he submitted it to his credit card company wanting a full refund, however he is not entitled to a double refund. So unfortunately, theres nothing we can do at this point. He is simply going to  have to wait for his credit card company to offer a solution.

• Initial Complaint

  Date:07/10/2023

  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.

  We rented a cabin on the 8th and 9th of July from ash ridge cabins and it was filthy and unsafe. We had a hot tub in our cabin that was puked in from the previous guest and was left floating around the hot tub. We called and complained and they sent a cleaning crew to dump chemicals in it and that the puke was fine. After we sent pictures of the puke and filthiness of the cabin they have been ignoring our calls and texts. We had to leave early because of how unsanitary it was