Complaints

This profile includes complaints for The Jackson Companies (Ocean Lakes)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Jackson Companies (Ocean Lakes)

  1710 Highway 544 Myrtle Beach, SC 29575-6500

  
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  The Jackson Companies (Ocean Lakes)

  6001 S. Kings Hwy Myrtle Beach, SC 29575

  

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:08/06/2024

  Type:Customer Service 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.

  With limited Character count allowed:Upon traveling to OL for the first time and not booking directly through OL but a rental agency, we encountered unexpected treatment by staff. With no knowledge of a "NEW rule" as we have never stayed before, we allowed our children to walk to beach after hours to look for crabs. The 3 children one being bi-racial, stopped and sat on a bench at the playground. After sitting for quite a few minutes security approached them and advised they were in violation of a "new rule" they knew nothing of. Security then began to interrogate the boys which were causing no harm and brought them home to our rental property. Upon coming outside, security explained they weren't allowed to be outside after midnight if under 21 to which I advised we were unaware and again this was our first ever visit. I then proceeded to ask the officers ********* **** they doing anything wrong" to which she answered "no" my next question was "officer were they disrespectful to you in any way" again the officer responded "no" at that point I was not pleased with Security. They had just told me my boys were not doing anything wrong nor were they disrespectful. Kindly the officer should have stated we will take you to your rental and make your family aware of the policy. But no, they cited my children with $100 fines to be pain by 8:30 the next am or be kicked off the property. So either forfeit all the $ we spent on vacation or pay another $300 in fees I went to security the next am and asked to speak to management and they advised they wouldn't speak to me until I paid the fine. At this point their treatment of a first time customer/********************** is outrageous and distasteful. Be advised as well the only other family in the office to receive a fine was another bi-racial family. After paying the fine i am now 72 hours past the occurrence and management still has yet to return a call. fines went in their system as "parking fees" that seems intentionally fraudulent

  Business Response

  Date: 08/09/2024

  Ocean Lakes Family Campground did implement new curfew policies effective late May 2024. The new policies were put in place to ensure the safety of our guests and help protect their belongings due to the theft issues, behaviors, and other concerns we have had after quiet hours this spring. Ocean Lakes communicated the new policies to all leaseholders and property managers to ensure these policies were communicated to all guests. A copy of the new curfew policies is given out to every guest checking in through the front office, Ocean Lakes ************************ Golf Car rentals, a weekly eblast is sent out to all guests checking in and it is also listed on our website and local in-house TV channel. Ocean Lakes understands that some guests renting privately could potentially not receive or see this information due to leaseholders not communicating these policies to their renters consistently and renters not reading or seeing all content that is communicated out. Due to the nature of our business, we do ask everyone to pay these fines immediately due to guests checking in and out every day of the week and not paying the fines before they depart. These violations are booked under Quiet Hours Violation not parking fees, the statement the guest receives after paying shows all account detail including payments, refunds, and daily parking fees. The guests have the right to dispute any violation, our security manager or a member of our management team will be glad to speak with any guests. Unfortunately, there was a breakdown in communication in reference to a follow-up phone call to discuss the rules violation with this guest, we apologize for that. Once our security manager was back on site after being out of the office a couple days, he did contact the guest and decided to refund the fines for the curfew violations due to guest not being aware of the policies and first-time visiting Ocean Lakes Family Campground. We apologize for any inconvenience this may have caused the guest and hope they will be our guest again in the future.