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:09/30/2024

  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.

  My family and I booked a reservation at KOA in Perrysburg, Ohio. We were in Washington state when we got an unexpected phone call that my husband’s 34 year old brother took his own life unexpectedly. We are rushing to Rhode Island to be with family during this incredibly hard time and had to cancel our reservation at KOA. I spoke with the owner who states she cannot offer any refunds and it was out of her power (as the owner) to do so. She was incredibly rude, condescending and genuinely made me feel as if she thought I was lying about the tragedy my family has just faced. All I was asking for was a refund of the $59.95 back. I understand that there may be some policies regarding refunds but under extenuating circumstances it just feels inhumane. On top of the disgusting customer service this woman provided, she hung up on me.

  Business Response

  Date: 10/15/2024

  To whom it may concern,
  On the 27th the complaint called the office at
  Stony Ridge KOA campground to inform us that she would not be camping with us
  that night and demand her money back.  KOA’s
  corporate national cancellation policy is 48 hours to receive all but ten
  dollars of your money. She received the cancellation policy via email and could
  see it when she made her reservations online. Her argument with us was that we
  should refund her, her money because of a death in the family. A death in the
  family is too broad of a statement for us to have understand the hurt she was
  going through. Also, on that day we were receiving a lot of cancellations due
  to very strong winds. We get lots of reasons why we should refund people their
  money when they cancel their reservation after the 48-hour grace period. Her demeanor
  made us feel uncomfortable and yes made us question her reason. Especially
  since she had made her reservation on the evening of the 25th. It is
  not always easy for us to determine the legitimacy of what people tell us when
  they are being told sorry no refund for cancellations on the same day.  
   My cancelation policy
  is in place for days like the 27th. I had a few customers ask to extend their
  reservation not wanting to travel in the strong winds. But my campground was booked
  for that night so, I had to turn them away. When someone than cancels their
  reservation for that day. It means I don’t have an opportunity to rent those
  sites. Losing the income that I could have made if I was not holding that site
  for the person cancelling.   
  I would like to say I am not the one who received the phone
  call and am going off what another owner has said. I would like to send my
  condolences to this family. I personally have suffered a loss that was life
  changing and can understand some of the emotions that can come with it.
   Since I am a
  franchise, it is not made easy for us to refund people money after the 48-hour
  grace period. My 75-year-old mother who answered the phone does not know how to
  do this. I cannot refund you all your money because it is not mine, it is
  KOA’s. I am willing to refund you $39.95.
  

  Customer Answer

  Date: 10/15/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********