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:10/08/2024

  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.

  Our family booked a pet friendly cabin at twin grove rv resort and cottage from 10/4-10/6. We arrived at 5 pm on 10/4 to find a filthy cabin. Dirt, dog hair, and dead bugs everywhere. Water leaking from fridge onto floor, urine on Toliet seat, shower dirty with *************** walls covered in dust in cobwebs. Loft unusable due to ************ Mattress cover with large yellow stain.Due to time of night and travel, I spent 1 hour cleaning it to make it somewhat clean for our family. The next morning we all awoke congested. I called office n stated we were not staying a second night, expressed my concerns, and that we would leave after taking our son to fish in near by town. Housekeeper sent up to cabin, looked in and stated she just cleaned it a few days ago n left. Daylight provided even more disgusting finding of air conditioner inside vents covered with black residue n a continued leaking fridge. Office did not make any trying to our stay. I posted a ****** review and manager listed my full name, address and town in his response with was full of lies. I have pictures. Our privacy was publicly violated and their cabins pose a serious threat to a persons health.

  Business Response

  Date: 10/29/2024

  We are sorry you found issues with your cabin, but you did not notify the front desk after you checked in, until a day later. When you did call the office, we did send the cleaning lady over to address any issues you had. You cursed at her and told her to leave instead of letting her see and correct any issues that you were claiming. The refrigerator was leaking because it was not closed properly so the ice in the freezer was melting. There was no mold, as explained to you. There was dust on the a/c fins. Our Beautiful cabins are in the ***** for an outdoor experience. We try to keep the dust from dirt a minimum, but it is not a controlled environment like a hotel. Not everyone is an outdoor camping customer. You did not want to leave the cabin until all the activities were done on Saturday then wanted us to refund you for the night.This was only about trying to get money back. On September 24th you wanted to cancel both reservations for cabins (this past weekend) and 1 the end of the month. You were past the cutoff to cancel for this past weekend, so this was your way to try and get money back. Which makes sense why you would not let us in the cabin to see what you were claiming were the issues.
  

• Initial Complaint

  Date:01/30/2024

  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.

  I was a monthly resident of the Twin Grove Campground from 2021 to January 2024. I attempted to check out of the campground on Sunday 01/28/2024. I have emailed asking the camp manager, *************************** to produce electric bills for me and I am always told the same thing and that is to subtract the number from the electric post from this month's reading from last. The problem is, they can never tell me what my electric usage is from the month prior and because of this I still can't get a receipt. ***************************** response was that he just went ahead and added an extra week to my bill because he had to go look. This makes no sense because he told me in that email that they had already processed my account and now are charging me an extra week. This makes no sense. I've stayed at this campground for 3.5 years and was never allowed to see any statements on my *************'s always the same answer, check what was last month and subtract it. Problem is you can never get last month's number they don't tell you when they are checking it so you cannot keep track. I never get any receipts on kilowatts used or what they are charging per kilowatt. I want to know what I have paid in electric now because something isn't right. I want receipts I feel scammed. I have several emails going back and forth with my asking for this information and there is refusal and was told last night, after being told that they had already processed my departure and that they had sent me an email with all this information. They did not. It was then received after our email conversation that took place 01/29/2024. I have not received any statements of electric. How can a business 'just go ahead and tack on another week of electric' after being told they had already processed my check out. Will someone please help me understand all this? I had a 250-security deposit after them taking, what I believe, what they wanted from it.

  Customer Answer

  Date: 02/02/2024

  The campground management has contacted via email over 35 times this week.  None of this email correspondence was to explain what the campground charged me per kilowatt each month. I would like to have that information.  Their Camp Assistant Manager sent me a text saying it was 21 cents per kilowatt this month but that's just for this month.  I want record of what they charged me for kilowatts a month.  They continued to harass me up until 730 pm yesterday.  I do not understand why they are unable to produce this information in the 35 emails they sent to me this past week.

  Customer Answer

  Date: 02/03/2024

  Hi I would like to speak with the associate that is working on this for me as I have more information.   I can be reached at ************

  Business Response

  Date: 02/07/2024

  We are unsure what her complaint/question is.  We emailed her a detailed statement that shows each months transactions with the start electric meter reading and the end reading.  It does state the charge per kilowatt with total amount kilowatts used.  The statement regarding Twin Grove adding a week is not correct.  Her ending meter reading was read at 38 days compared to normal reading at 30 days.  Regardless of how many days between the readings the amount is due for what electric she used while she was occupying the site.  Which she confirmed the ending meter reading was correct.  Her statements are in the system. We can print them off for her anytime if she can't open the email and read them.  We send out thousands of detailed statements to our customers and never have any issues with someone opening and reading the statement where it tells to click to read.

  Business Response

  Date: 02/07/2024

  We are unsure what her complaint/question is.  We emailed her a detailed statement that shows each months transactions with the start electric meter reading and the end reading.  It does state the charge per kilowatt with total amount kilowatts used.  The statement regarding Twin Grove adding a week is not correct.  Her ending meter reading was read at 38 days compared to normal reading at 30 days.  Regardless of how many days between the readings the amount is due for what electric she used while she was occupying the site.  Which she confirmed the ending meter reading was correct.  Her statements are in the system. We can print them off for her anytime if she can't open the email and read them.  We send out thousands of detailed statements to our customers and never have any issues with someone opening and reading the statement where it tells to click to read.

  Business Response

  Date: 02/07/2024

  We are unsure what her complaint/question is.  We emailed her a detailed statement that shows each months transactions with the start electric meter reading and the end reading.  It does state the charge per kilowatt with total amount kilowatts used.  The statement regarding Twin Grove adding a week is not correct.  Her ending meter reading was read at 38 days compared to normal reading at 30 days.  Regardless of how many days between the readings the amount is due for what electric she used while she was occupying the site.  Which she confirmed the ending meter reading was correct.  Her statements are in the system. We can print them off for her anytime if she can't open the email and read them.  We send out thousands of detailed statements to our customers and never have any issues with someone opening and reading the statement where it tells to click to read.

  Business Response

  Date: 02/27/2024

  Attached is the statement we had sent ********.

  Business Response

  Date: 02/27/2024

  Attached is the statement we sent to ********.

  Customer Answer

  Date: 02/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21219406
  
  I am rejecting this response because:  The business claims that I used 1000 kilowatts after their meter reading, and they can't not explain to me the usage.  They have a person write down the kilowatts on a piece of paper on a meter that is metered for just my site.  Why is that?  I challenged them on the usage, they cannot produce the information I am asking for and I raised this issue the attorney general's office.  Instead of sitting down with me and explaining the bill with me, I was harassed by the camp management with over 38 emails with insults after insults.  
  

  I was a loyal paying customer at that ********************** for over 3 years.  They could only tell me what I paid per kilowatt for the month of January, my last month there which was .21.  They tell you to do the math and if challenged you get bullied and harassed. I was never added into their website system, this username and password to the website, which I never got.  They camp manager put my guest portal account to his personal email.  Why?  I hope someday they audited and if they are stealing from customers, I hope the owners find out about it.  

  I never received any statement showing me my usage per day on my meter.  I never received verbally or in writing what they charged per kilowatt during my time there. They only give you what they wrote down on a notebook.  The statement I viewed is outrageous.  I did not use the 1000 kilowatts as they claim and instead of explaining this, I was told to go take my medication, whatever that means.  What a joke!

  
   
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