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:01/14/2025

  Type:Product 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 reserved 2 campsites(1 for me, and 1 for friends)early Dec 2024, for April 2025. In Dec 2024, the friends and I rode through this campground to find caved in septic tanks, over grown vegetation, and at least 1 electrical power supply pole broken, and pulled over with a ratchet strap. Also, the cover plate on the electrical box was hanging loose with all the bare electrical wire showing. After seeing this, on Dec 18, I called and requested a refund for myself and my friends, since I had made the original reservation .Employee ******* agreed and said she would issue the refund to us both. I never received any email confirmation for reservation, even thought she stated several timed she would send it. I've patiently waited, however, I called back on Jan 3, 2025, spoke with ****** who told me ******* no longer worked there, and she knew nothing of the reservation, nor refund. Further she said they had a new computer system she would call tech support to help her. Since Jan 3, 25, she has stopped returning my numerous calls.

  Business Response

  Date: 02/28/2025

  We have no record of a ***** **** making a reservation and our sites are $58 per site per day so $296 for one day for 2 sites does not compute. Also, this is suspicious that one can look over the campground and know that we have a collapsed septic tank. How does one see underground? It may be full but not collapsed. The campground was a mess from Hurricane ****** but I had things cleaned up by Later in December. No exposed wires on any electrical box . There was a strap around a pole that a customer knocked down . That was the only valid complaint . None of these items would have prevented anyone from camping. ******* is no longer an employee here but I am easily reachable as I am in the campground and was doing her tasks before her and after her. My name is ***** and also Ashleys Dad. ************. Thank you for your time .

  Customer Answer

  Date: 03/02/2025

  I have the receipt ******* emailed to ***** *****, showing $272.10 paid. I requested, but never received a receipt from *******, however I have my credit card statement plainly showing the charge. Originally ******* charged the $298, but then refunded a portion for Good *** discount. As I, my wife, and both the Amicks arrived at the campground, we knocked on the door and no one answered. We were walking around the campground and a male finally came out 5-10 minutes later. He never introduced himself by name, but if memory serves correctly, he said he was the owners brother. He told all 4 of us the septic tank had caved in, and they had poured a concrete slab over. He further stated he did not know how they could ever pump it out. He also temporarily screwed the hanging electrical box cover plate with 1 screw, but left the box lid exposed. The Amicks have been "out of pocket" since the $272.10 was withdrawn from their debit card, and I have been paying interest on the $272.10 as I charged on my **** card. Further, I have attempted MANY times to contact the campground, but no one ever answers the telephone. 

  Customer Answer

  Date: 03/03/2025

  [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 Administratively Resolved]

   Complaint: 22809219

  I am rejecting this response because:I have the receipt ******* emailed to ***** *****, showing $272.10 paid. I requested, but never received a receipt from *******, however I have my credit card statement plainly showing the charge. Originally ******* charged the $298, but then refunded a portion for Good *** discount. As I, my wife, and both the Amicks arrived at the campground, we knocked on the door and no one answered. We were walking around the campground and a male finally came out 5-10 minutes later. He never introduced himself by name, but if memory serves correctly, he said he was the owners brother. He told all 4 of us the septic tank had caved in, and they had poured a concrete slab over. He further stated he did not know how they could ever pump it out. He also temporarily screwed the hanging electrical box cover plate with 1 screw, but left the box lid exposed. The Amicks have been "out of pocket" since the $272.10 was withdrawn from their debit card, and I have been paying interest on the $272.10 as I charged on my **** card. Further, I have attempted MANY times to contact the campground, but no one ever answers the telephone. 

  Regards,

  ***** ****

  Business Response

  Date: 03/12/2025

  documentation at last! I will forward this to the Campground Owner and recommend that the $272 transaction be reimbursed but the simplistic way to handle this is to cancel this at their Bank. Thats what should have been done in the 1st place. I am sorry this was drug out for so long. Sincerely, *****. 

  Customer Answer

  Date: 03/14/2025

  [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 Administratively Resolved]

   Complaint: 22809219

  I am rejecting this response because: First, thank you Ace Basin for finally refunding my money. Secondly, this process has been far from "simplistic", as you put it. If in fact had it been simplistic, your employee ******* would have refunded my money correctly way back on 12/18/24, instead of me paying the interest charges on the amount since then.  And FYI, it is certainly not "simplistic" to have any bank "cancel" any charge. The Amicks have still not received their refund $272.10, as they paid in full from their debit card. Please "simplistically" refund their money today.

  Regards,

  ***** ****