Complaints
Customer Complaints Summary
- 72 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/06/2024
Type:Billing IssuesStatus: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.
On December 18,2023 I made a reservation online for a cabin, Smoky Mountain Memories for Dec. 2-5 2024, Res. #310963, through Cabins For You. The total price was 1314.35, I paid a deposit of $197.15 on Dec. 18 2023 using my Visa credit card. Cabins For You contacted me by phone on Jan. 20.2024 to inform me that the house I had reserved was being sold by the owner and wouldn't be available for my Dec. 2024 trip. I looked at some of their other properties and none of them were what we wanted to rent, so I called Cabins For You and asked for them to refund my deposit. The $197.15 was refunded on Jan. 24,2024 but as I was going over my credit card statements I noticed that Cabins For You had also charged my credit card $220.00 on Dec. 19,2023.I called on Feb. 6,2024 and asked about the charge the woman said it was for some kind of membership and that because I made the reservation online that they would not refund it but that they would cancel the auto renewal so I wouldn't be charged for it next year. I never realized that I was signing up for any membership and I believe that they should refund the $220.00. because the reservation was canceled and I haven't stayed at one of their cabins and I won't be staying at one of their cabins and won't be able to receive any of the benefits of this membership. Like the free tickets to attractions, $693.00 value. To resolve my problem I would like $220.00 refunded to my credit card. This company needs to change the online reservation process so that it's very clear what people are signing up for and there should be a way to opt out of this membership.Business Response
Date: 02/06/2024
*****, this is not the standard we strive to provide, and we're truly sorry for the inconvenience you faced. We completely understand how disappointing it must have been when the cabin you booked sold unexpectedly and then you had to deal with issues when trying to cancel the membership. Please know we take all feedback seriously and have taken your experience under careful advisement. Considering the circumstances, we have canceled and refunded your membership payment, and we hope that this will help to alleviate some of the stress you may have experienced. Please allow 7-10 business days for the refund to reflect on the card on file, and we, again, apologize for the trouble this matter caused. We are committed to improving our services for a flawless guest experience, and we genuinely appreciate you bringing your concerns to our attention. Thank you for giving us the opportunity to make this right.Customer Answer
Date: 02/07/2024
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,
***** WelchInitial Complaint
Date:01/29/2024
Type:Billing IssuesStatus: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 just wanted to file a complaint about Cabins for You and their membership subscription and fees. I rented a cabin for a week back in June and never actively signed up for the membership which is a 12 month contract. I started seeing charges on my debit card for 14.99 as membership fees. There is no way to cancel the membership online or on the phone. I had to claim to be a renter to customer service to finally get a human on the phone and apparently it automatically signs you up for the membership when you rent from them and I had to pay for the full 12 months to cancel something that I never wanted in the first place.Business Response
Date: 01/31/2024
*******, we sincerely apologize for any confusion or miscommunication regarding our membership program. While the terms and conditions are available on our website, along with several prompts to accept or decline signing up during online booking, we acknowledge the information presented might not have been as clear as it should have been. Our rewards program was designed to offer exclusive savings, discounted tickets, and other special perks to our members with a 12-month commitment, and we regret any inconvenience this may have caused. As requested, we have canceled your membership renewal, and we apologize for the trouble you encountered when contacting us for help. This is not the standard we aim to provide, and we completely understand your disappointment. Thank you for your honest feedback, as it helps us improve our processes to ensure a better guest experience in the future.Initial Complaint
Date:01/23/2024
Type:Billing IssuesStatus: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.
I booked a Cabin with Cabins for you and agreed to the Membership of 14.99 per ), I am wanting to cancel my membership. However, I have tried contacting them by multiple phone numbers, email, and chat with no response or I am hung up on without a way to send a message. Now that I am reading how terrible CFY (cabins for you) is, I am now seeing that apparently it is an Auto renew with a mandatory 12 month payment. When I paid for the membership, I did not see anywhere of this disclosure and I am afraid that I will never be able to contact them and they will continue to try to take money from me as I am unable to contact them in any way. With this membership, there are also supposed to be free tickets to certain things. I was able to get free tickets to). When I went to call their 3rd party, they mysteriously seemed to change the attractions. The 3rd party said that CFY changes the free attraction tickets whenever they like. This, also, was not well disclosed (if at all). This is a very slimy way to do business. Not to mention the cabin was infested with roaches. Please cancel this membership.Business Response
Date: 01/26/2024
*****, thank you so much for bringing this to our attention. We understand how frustrating it must have been to have trouble contacting us for help with your membership, and we sincerely apologize for the inconvenience. According to our records, your membership was canceled on June 26, 2023, and you should no longer have been charged for this. A member of our management team has reached out to discuss this, but we were unable to reach you. Additionally, we realize there may have been some miscommunication regarding our partnership tickets. We partnered with Xplorie to offer our members discounted tickets to popular attractions. The attractions listed under the complimentary activities category are those offered in our program, and these options have not changed. If you're looking at the attractions under additional activities, these are not included in the ticket package. We never intended to mislead our guests, and we cannot apologize enough for all the confusion. We truly appreciate your feedback and have shared your experience with the appropriate personnel for further review. We will continue to work hand-in-hand with all departments to identify areas where we can improve our processes for a more enjoyable Smoky Mountain experience.Business Response
Date: 01/29/2024
*****, we are so sorry for the confusion. I reached out to our accounting department and was notified that the card used for the membership was not under your name, which caused the payments to continue even after you requested to cancel the membership. We will be refunding all the payments made to that card from the time of your cancellation until now, and the refund should show within 5 - 7 business days. Once again, I apologize for any inconvenience this has caused you. If you do not see the refund within the allotted time frame, please give us a call at 1.800.684.7865.Customer Answer
Date: 01/29/2024
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,
***** ***Initial Complaint
Date:01/05/2024
Type:Product IssuesStatus: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.
This company was to provide a recreational cabin free of defects, provide support and maintenance for a rental Jan 2-6th.
Upon arrival fecies and trash were in downstairs bathroom.
Oven was running at 425 degrees my daughter almost burned her entire body.
No bedroom TVs are functional.
Internet does NOT work at all.
Transition plate loose and a health hazard for losing a toe.
Upstairs bathrooms leaking into bedroom downstairs - destroyed a new MAC Laptop ($3200)
Arcade game broken not working.
Pool table sticks all broken.
Pool exhaust fan non operational.
Open tickets, called multiple times - (10+), actually drove to their office in Pigeon Forge - and said no one could help me there. NEVER returned calls. Did not fix the issues.Business Response
Date: 01/16/2024
*****, we are saddened to hear about the issues you encountered during your vacation, and we want to extend our sincerest apologies for the frustrations caused. We completely understand how alarming it must have been to arrive at your cabin and find that the property was inadequately cleaned and the oven was left in self-clean mode. Then, to make matters worse, you encountered inoperable TVs and Wi-Fi, nonfunctional arcade games, cabin leaks, and other maintenance issues. This is unacceptable and not the standard of service we aim to provide. We regret knowing this was your experience, and we appreciate you bringing your concerns to our attention right away. While we're glad maintenance was able to come out and rectify the problems you were experiencing, it does not take away from the fact that no one should have to experience these issues during their vacation. We recognize these issues significantly impacted your stay, and we cannot apologize enough for that. We see that you spoke to a member of our management team regarding your concerns and have been working with them to reach an agreeable resolution for the issues you experienced. This is not how we wanted your vacation to go, and we, again, deeply apologize for the inconvenience. We would love the opportunity to serve you better in the future. However, we understand your reserve, and we hope your next visit to the Smokies is more enjoyable.Initial Complaint
Date:01/03/2024
Type:Product IssuesStatus: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 called the reservation agent and told them that we were interested in 3 Bears and a Mountain condo near Gatlinburg. I said that we needed a condo where the bedrooms were on the main floor. The agent assured me that was the case and that we could walk right in from the parking lot. I made the reservation with a payment of $461.01 on March 22. The pictures on the website did not show stairs to the condo. We told the agent that we needed bedrooms on the first floor of the condo due to not being able to use stairs. I agreed to pay for a "club membership" (promising discounts on attractions) for $14.99 per month.
I continued to pay the $14.99 per month in April, May and June on the 23rd of each month. I paid the remaining $461.01 on June 12. My wife and I eagerly awaited celebrating our 50th wedding anniversary with our two friends of long standing.
On July 10th we arrived at the condo and discovered that we had to walk up 22 steps to get into our condo. We were tired after driving over 300 miles so we men asked our wives if they wanted us to check out the condo anyway. We did and the condo was nice but only had a tub. We thought that we could make an exchange for a condo with less steps and a shower. We called the number to report problems. After waiting a long time and making several calls we were told nothing was available that night. My friend's wife was a banker and she found us a motel for the night at a very reasonable rate. The next day I called about making an exchange. I was told that since we had entered the condo we could not cancel or make an exchange. The supervisor said that there was no record of them promising a condo with no steps. She said that we might receive some refund if someone else rented that condo right away. I told them that the condo looked nice but I was going to warn people to make sure about the accessibility if anyone needed that. We received no refund and heard nothing further from them. We did continue to have $14.99 withdrawn from our checking account each month. A lot of nerve,
but my fault for not canceling right away. I assumed that they would. We ask for the $981.97 we spent before July 8, 2023.Business Response
Date: 01/11/2024
******, we're truly sorry to hear about the challenges and disappointments you faced during what should have been a joyous celebration of your 50th wedding anniversary. It's disheartening to know that the accommodation didn't meet your needs and the information provided was not completely accurate. While there are two bedrooms on the main floor, we acknowledge that we misunderstood your inquiry, and the steps to get into the condo were not mentioned. We regret the inconvenience caused by the unexpected steps resulting in you having to find other accommodations. Since you did use your access code to enter the property, your cancellation protection was voided, and we could not move you or issue a refund due to this occurrence. Although we completely understand your frustration, unfortunately, we're unable to accommodate your refund request. We recognize there was a lack of clarity regarding the membership renewal. Like any subscription, our rewards program is a yearly commitment and will automatically renew annually if not canceled once paid in full. Please know that we take your feedback very seriously and have shared your experience with all departments involved for further review to see where we can improve our processes and communication. We, again, cannot apologize enough for the inconvenience and frustration this situation has caused.Initial Complaint
Date:12/18/2023
Type:Product IssuesStatus: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.
The TV did not work. The hot tub stunk and did not work the hot water and cold water in the cabin smell like rotten eggs. The bed in the bedroom could not sleep on it. It was hard as a rock you could feel cold air coming through the doors could not cook or clean with the water in the cabin because it was in bad shape. Took a shower my hair is now stinking so bad that I have to go get it, stripped and get the urn out of it. It was a nasty place to stay.Business Response
Date: 01/02/2024
We truly regret to hear about your recent stay with us, Linda, and we sincerely apologize for the issues you faced. From the inoperable TV and inadequately cleaned hot tub to the water quality and the lack of bed comfort. The concerns you faced are unacceptable and certainly not how we want any of our guests to spend their vacation. We completely understand how frustrating and uncomfortable this must have been for you, and we cannot apologize enough for your poor experience. We take all feedback seriously and appreciate you bringing these matters to our attention. We have shared your review with the appropriate personnel and are working diligently to ensure the reported issues are addressed promptly. It would be our pleasure to be able to better serve you in the future, as this is not the vacation we strive to provide.Initial Complaint
Date:12/08/2023
Type:Product IssuesStatus: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.
Hot tub was down & was told on arrival then we tried using jacuzzi we was told it worked opened panel up & it wasn’t plugged in & wires hanging off of it said repair man was coming & never showed up & the company knew it was broke all a long I have pictures & email of hot tub not working I feel they need 2 refund $ 4 setting us up 4 a bad time & paying 4 things we didn’t get 2 use we was lied 2Business Response
Date: 12/18/2023
*****, we regret hearing about the hot tub and jacuzzi issues you experienced during your stay. It's clear we didn't meet the expectations we set, and we sincerely apologize for the inconvenience. We understand how disappointing your experience must have been, especially when you were looking forward to these amenities. We truly value your feedback and are looking into the reported concerns to ensure these issues do not persist. Thank you for bringing this to our attention. We would love to serve you better in the future, as this is not the vacation we strive to provide.Initial Complaint
Date:12/01/2023
Type:Customer Service IssuesStatus: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.
A group of friends, through **** ******* rented this cabin for 6 nights of occupancy from October 15th through October 21, 2023, Conf #261848. The cabin promised style, comfort, fun and convenience with the comforts of home and high-end amenities. The cabin was anything but comfortable due to being infested with German Roaches. The floors were laid terribly, not high-end as promised. Linens didn't match due to comforters being bleached and sheets were coming apart. There was also mold on the shower curtains. Even these could be overlooked some. Two of the ice makers did not work; also overlooked. The floors were absolutely filthy, which was very concerning. But when we turned on the oven to cook and roaches were running everywhere, we knew there was a much bigger problem. They were in the drawers in the kitchen, showers in the bedrooms, even on the beds. We immediately called and were "told" that they had just sprayed the day before and we needed to "give it a day" for them to all die. They never did. We even purchased Bengal Roach spray and sprayed ourselves, but still killed about 10 of them on the morning we checked out. This was definitely an infestation that nothing but a thorough clean and bombing will alleviate. We literally called every day to complain about the roaches but were just offered the solution of having the exterminator come spray again. This is a major health concern because roaches are very unsanitary. Some even got into luggage and were found when we returned home. Along with the roaches, a few of the TV's in the rooms (listed as amenities) did not work even though Cabins For You maintenance came out several times to "fix" them. Two of the ice makers never worked even after maintenance came for them too. The CFY rep said she tried hard to get a monetary refund for us, but the "board" would only agree to $1,500, not even equal to a night's stay in the infested cabin. Never did they offer to move us to a clean environment.Business Response
Date: 12/18/2023
*********, we're truly sorry to hear about the issues you and your friends encountered during your stay, especially with the roach infestation, which is absolutely unacceptable. We understand how this, along with the other concerns you've mentioned, such as the state of the linens, mold, and malfunctioning amenities, could significantly impact your comfort and experience. We take your feedback very seriously and are working to address these problems efficiently to ensure future guests do not face them. Thank you for bringing these matters to our attention. We appreciate your patience as we work on making the necessary improvements.Initial Complaint
Date:12/01/2023
Type:Customer Service IssuesStatus: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.
We stayed in a cabin with Cabins 4 you in August of this year. The cabin had alot of documents about a "membership" that would save you money for local attractions. We called and signed up with an agent. We were told that we could call and cancel anytime. Two months later I noticed I was still getting charged. I then found out that the membership is a 1 year membership and that the only way to cancel was to pay the full amount. I was never told that it was a 1 year membership... Everything in the cabin stated it was 19.99. I was told that I could cancel and let to believe that it was a month by month membership. We go to Gatlinburg/Pigeon Forge once every 5 years. If I would have known that the membership was a one year membership for $240, I would not have even called in the first place.Business Response
Date: 12/18/2023
Thank you for your honest review, *****. We strive to provide clear information about our membership program, and we understand there was a lack of clarity in our terms and conditions. Our rewards program is a 12-month commitment. And while you can cancel at any time, if the membership is not paid in full at the time of cancellation, the guest is still responsible for the remaining balance. We completely understand how frustrating it can be to feel misled, and we sincerely apologize for the inconvenience. Please know we value your feedback and we're committed to making this right. We have since canceled your membership, and you should not be charged going forward. We take all feedback seriously and will continue working diligently to improve our processes and services. We, again, apologize for the miscommunication. We hope for the opportunity to serve you better in the future.Initial Complaint
Date:11/27/2023
Type:Billing IssuesStatus: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.
They continue to charge my account!! Need this monthly membership closed ASAP!!Business Response
Date: 12/11/2023
Thank you so much for bringing this matter to our attention, ******. We've looked into your account, and our system shows that your membership was canceled on July 24, 2023, with the last payment being charged in June 2023. You should not have received any additional charges after that final payment, and we apologize if this was not the case. Please give our office a call at 1.800.684.7865 if you see another charge for the membership this month so we can investigate further.Customer Answer
Date: 12/14/2023
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,
****** ******
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