Complaints

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• Initial Complaint

  Date:09/18/2024

  Type:Billing 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.

  Please see attached email chain. I would like a refund in full. I do not accept the partial credit as I don't intend to go back there.

  Business Response

  Date: 09/18/2024

  SNAPSHOTS FROM THE PARK'S WEBSITE ARE CONTAINED IN ATTACHMENT.  

  Response to
  Complaint #******* filed by ******* *********.

  
  In response to
  the Complaint filed by ******* *********, Sun NG Beaver Brook RV, LLC, d/b/a
  Yogi Bear’s Jellystone Park: Androscoggin Lake, ME states as follows:
  *** ***********
  reservation was from August 25 – August 27, 2024; for 4 adults and one child.  Our website clearly states that the last day
  of peak season is August 25 and the Waterslides are open daily 11AM – 6PM
  *hours subject to change.   The pool and slides were operational
  throughout the day, with a slide attendant staff member. 
  
  
  Beginning
  August 26, Non-Peak Season hours apply:
  
  The pool
  remained open until Labor Day (September 2). 
  These dates are
  also clearly addressed in the online General Rules & Policies:
  
  Other available
  amenities during Non-Peak Season include:
  Jump Pad
  Gem Mining
  Arcade
  Mini Golf
  Playground
  Disc Golf
  Basketball
  Volleyball
  Horseshoes
  The Park is on
  Androscoggin Lake and while there was an algae bloom at the time, the 30-Mile
  River Watershed Association suggested we let guests know so they could research
  on their own.  A caution sign was posted
  at the front desk check-in area, and guests renting canoes and kayaks were
  advised of the condition.  The
  Association does not have the authority to close the lake; and there was no Health
  Department mandatory shut-down that would necessitate posting signs and
  verbally warning all guests. 
  *** *********
  further states that the café and store were both closed upon her arrival.  The store hours on Sunday were 9AM-7PM.  While the café was scheduled to be open from
  9AM – 1PM, there was a staffing illness beyond our control. 
  The Park was
  unaware of the smoke detector being missing and has since replaced it.  Smoke detectors are checked routinely as part
  of our safety protocol.  The park
  believes it might have recently been stolen. 
  Finally, the
  Park does admit that the shower valve was installed backwards, and hot/cold are
  reversed.  Due to constant bookings, they
  were unable to fix the issue during peak season.  It should be noted that guests have been able
  to figure this out on their own and there have been no other complaints.
  We regret that
  *** ********* was unhappy with her stay and the amenities available during the
  non-peak season. She departed early and the Park offered her camp credit in the
  amount of $237.62 for one night’s stay in the future – which can certainly be
  used during peak season (excluding holiday weekends – Labor Day, 4th of July, Memorial Day).  Due to the
  information being readily available on our website, the Park is not willing to
  refund *** *********** entire stay.  
  

  
  

  Customer Answer

  Date: 09/18/2024

  Hello,
  
  This response is not sufficient. I do not know
  why you keep bringing up your web site. As I stated in my original complaint, I
  was aware of the non-peak season beginning. However, you are just plain wrong
  about the slides being open throughout the day on the 25th. When I
  checked in at 4pm the slides were deflated and closed, and remained that way. There
  was no attendant present. Please check your records.
  
  Regarding the condition of the lake, I think it’s
  awful that because no one forced you to shut the beach down, you didn’t feel
  you needed to. At the very least you should have had signs warning people AT THE
  BEACH. I cited two sources in my original complaint stating that the level of algae
  was considered DANGEROUS for children and pets to swim in. My son went in the
  water on the 25th and you’re lucky he was not harmed.
  
  I do not want camp credit. I would like a
  refund in full to the card I paid with.
  
  Sincerely,

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