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:01/11/2023

  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.

  My family and I rented a cabin from Cabins for You for our Christmas vacation. We paid $7500 for this cabin to accommodate 22 guest. We arrived on Christmas Day 2022 after a 6 hour drive. Upon arrival, the cabin had not been cleaned there was dirty dishes in the dishwasher and cabinets, dirty socks in the bed when we pulled back the blankets, some of the bathroom sinks were dirty with toothpaste still in them and to top it all off we had no running water! I immediately called Cabins for You and was told that the temperatures had reached below freezing the night before and the pipes may be frozen despite the fact that the cabins on each side of us had water. I asked them if there was not someone that was responsible for leaving the water running to keep it from freezing considering there was a note on the refrigerator that instructed the guest to leave the water running. I was told that yes they were suppose to do that but sometimes they were short handed and couldnt get to it. I was also told that someone in management would call me back within the hour. That never happened! After numerous calls day after day and being told someone will call me back or someone was on there way, then them not show up, we had to rent 7 hotel rooms for all of us just to take showers! We were given the run around the whole week and spent the whole week without any water! 8:30pm the night before we were to leave, someone finally came and discovered the pipes were not froze but were air locked and only needed a bolt turned to release the air so the water could flow! Had they had just sent someone like they kept promising that could have been discovered several days before! We were told we would be compensated with $4400 credit on our next trip. By a gentleman named *** and I still have his contact info. After accepting the offer, *** calls back 2 days later and says the company decided they couldn't do that much they would only do a $2000 gift certificate. We were lied to the whole trip!

  

  Business Response

  Date: 01/25/2023

  *******, we cannot apologize enough for you and your family's poor cabin experience and all the issues you endured during your vacation. While we couldn't predict the inclement weather and the city-wide water loss due to this, we completely understand how alarming this must have been for you all. Not to mention, your request to speak with management should have been treated with more urgency and care. When the winter storm hit the area, it caused widespread power outages and unsafe road conditions. We were working diligently to rectify any issues that arose. We recognize that we dropped the ball in communicating with you, and we could have been more efficient with updating you on the status of your work order. Although we were unaware of the cleanliness concerns you encountered, this is completely unacceptable, and we appreciate you bringing this to our attention. No one should have to spend their vacation this way, and we're disappointed to hear this was your overall experience. It was never our intention to give you the runaround or false information, and we are deeply sorry for this inconvenience. We're glad you were able to speak with management regarding your concerns. We understand this was not your desired resolution; however, the gift certificate has been sent to the email on file. Rest assured, we have shared your feedback with upper management and every department involved to prevent something like this from happening again, as this is not the vacation we strive to provide. We, again, are so sorry for all the trouble and dismay this caused you and your family. We would love to serve you better in the future, as this is not how we wanted you to spend your family getaway.

  Customer Answer

  Date: 01/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: first of all it was not a city wide water loss! There were cabins on both sides of us that had water! We used their water hose to fill up jugs to flush out toliets!  This was neglect! Someone was suppose to go to the cabin and leave the water running so it didn’t freeze and they didn’t! And they knew it didn’t have water when they went and cleaned it which is why it probably wasn’t cleaned yet no one bothered to notify us before we drove 6 hours! Second of all, we were already promise a different amount from **** His number is ************** Call him he will tell you what he offered us, I have it on recording and after we accepted he calls back and says he can’t do that much! Your gift certificate barely covers the amount we had to pay for hotel rooms just for all of us to take a shower! So no this is not acceptable!
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 01/27/2023

  *******, we completely understand your disappointment. We sincerely apologize for any miscommunication, as we were led to believe this was a citywide outage. We understand the counteroffer presented to you was significantly lower than your original offer, and we recognize how infuriating this must have been. We did pass your feedback along to our higher-ups, and we're glad you were able to speak with management to reach an agreeable resolution for the troubles you endured. Our guests are important to us, and we're here to advocate for you. Your experience is not how we want anyone to spend their vacation, and we, again, are so sorry for this troubling experience. We look forward to serving you better in the future.

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  We booked a cabin with the Cabins For You from 12/30/22 through 01/ 02/23. The company provided incorrect directions to the cabin and no effective customer service support. 911 operator confirmed wrong address/directions. We didn't find the cabin and did not check in. The company is refusing a refund.
  

  

  Business Response

  Date: 01/11/2023

  Consumer Response /* (2000, 6, 2023/01/05) */
  This issue has been resolved to my satisfaction.

• Initial Complaint

  Date:11/30/2022

  Type:Sales and Advertising 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 booked a cabin with cabins for you on Aug 30th. The stay was for 10/28 to 10/30. When I booked the cabin, I did not select any option to sign up for their membership. I followed the whole process just to book the cabin for my stay. Now they are charging me $14.99 a month and when I call them they said I have signed up for their membership and I have to pay 1 years worth of membership fee if I need to cancel. I feel like I was scammed into signing up for the membership because at no step of the booking process did I agree to this. I have already been charged membership fee for 3 mos. and I need to resolve this.
  

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/05) */
  , thank you so much for reaching out to us. First, we would like to start by sincerely apologizing for this inconvenience. After reviewing the booking process and your reservation, we agree that an error occurred, and the membership was added by mistake. By no means was this our intention, and we truly appreciate you notifying us. We have contacted the appropriate departments to cancel the membership and refund you for the months paid. We have also shared your feedback with the necessary personnel to review our website to see why this happened so we can prevent this from happening again. Your feedback is truly helpful, and we, again, are so sorry for this mishap. Please know this is not our standard nor the way we operate, and we hope to serve you better in the future.

• Initial Complaint

  Date:11/29/2022

  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.

  On November 13, 2022 I booked a cabin rental for 03/25/XXXX-XX/31/2023 using the management group "Cabins for YOU". I agreed to a grand total of $3,442.51 & signed a contract with them agreeing to their terms and conditions. On November 28, 2022 I was made aware of a 30% off discount for Cyber Monday that included my booking dates. I called Cabins for YOU and spoke with a representative requesting to cancel my reservation that I made on November 13th, 2022. Per my contract, it states that a cabin that is 3 bedrooms (which would include my rental- Beavers Mountaintop Retreat) or less has the ability to cancel their reservation within 3 months of the arrival date. I was told by the first representative that I spoke with that I cannot cancel my reservation. More specifically stated that I would be able to do so, but I would not receive a total refund. She also stated I would only be refunded if the cabin was book for those dates and am only entitled a refund of the price of the new reservation. At that time, I thought I must be reading my contract incorrectly as the agent was very firm about the policy. Later that evening, I had my spouse read the contract. They agreed that I was correct in stating the contract outlines my ability to cancel. I called again and spoke with another agent who told me once again I could not cancel. I was told a supervisor would reach out the following day. When I spoke to the supervisor, she also stated I was not able to cancel my reservation. I read the contract to her & she then stated that they're not familiar with their policies and I was in fact correct. I then asked to have the discount that I was falsely denied by my inability to cancel to be applied & she refused to do so. I am concerned about their business practices and feel as though I received quite the run around to ensure I didn't receive the discount. I'm more concerned about the bigger picture. How many other consumers have been denied cancellation and suffered monetarily.

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/07) */
  Thank you for bringing this matter to our attention, . We completely understand your frustrations, especially being told different things, and we sincerely apologize for the disappointment this ordeal caused. We never want our guests to feel cheated or like they're being given the runaround, and we regret knowing you were made to feel otherwise. This is unacceptable to us and certainly not our standard. We have shared your concerns with the appropriate personnel, and we're pleased to say that we have since applied the discount to your reservation. We attempted to contact you on November 30th to discuss this with you, but unfortunately, we were unable to reach you. We want to apologize once more for the inconvenience this matter caused, and we truly appreciate your honest feedback. Please feel free to reach out to our Guest Relations department if you have any questions. We look forward to hosting you.

• Initial Complaint

  Date:11/21/2022

  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.

  We paid almost $2000 to stay in a cabin at this place. The conditions are unacceptable! The downstairs bedroom has soiled sheets with urine and chipped fingernails in the bed. It had obviously not been cleaned. The fireplace did not work. When we took a shower water poured through the ceiling. I called and was told That it was our fault due to the fact we did not use the shower curtain correctly. The shower curtain doesn't fit the area and I definitely was not going to buy a new. It poured onto the table and into my purse on the floor below. I have pictures to show. This definitely needs to be reviewed
  

  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/12/05) */, we can imagine how upsetting it must have been to not only experience cleanliness issues and maintenance concerns but also feel disregarded by our staff when notifying us of your dissatisfaction. This is completely unacceptable and is not up to our high standards. No one should have to encounter such issues during their getaway, especially when this is supposed to be a time to relax. We are so sorry for your poor cabin experience. While we're glad we could send housekeeping out to address your concerns, the fact is that this should have been cleaned appropriately before your arrival. And though we were unaware of the issues you experienced with the fireplace, we appreciate you bringing this matter to our attention. We have shared your review with all departments involved for an immediate inspection of the property to address the reported concerns. We truly hate that your stay was affected by these inconveniences, and we completely understand your frustrations. We recognize that the offer we presented was not your desired resolution. However, this is still available to you should you change your mind. We would love to serve you better in the future, as this is not the vacation we wanted you to have.
  
  
  Consumer Response /* (3000, 7, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business offered us a 160.00 voucher. This is not acceptable! We asked for half of our money back. This is NOT unreasonable seeing that the cabin was unsanitary and when I called for housekeeping, my request was ignored.We will not stay at any of there resorts so a voucher is not going to be fit us.
  Thank you for your attention to this matter. You are welcome to call me
  
  
  Business Response /* (4000, 9, 2022/12/12) */
  We understand your disappointment,, and we cannot apologize enough for your poor experience. While we can't accommodate your request, we have reached out to you with a new offer. Unfortunately, we haven't heard back from you, but we would love to make this right. We look forward to hearing from you, and again, we do apologize for the troubles you and your guests faced. We hope you can return to the Smokies soon for a more enjoyable getaway, no matter where you choose to stay.
  
  
  Consumer Response /* (4200, 11, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company has not attempted to reach out to me since 5 December. That is a lie. There is no new offer because I have not heard anything from them. I will provide a cell phone number... Again! And I will give them one week. I am still asking for a refund on at least half of our money as this place was unsanitary! There was urine on an unmade bed along with chipped up fingernails. This is unacceptable.
  
  
  
  Business Response /* (4000, 13, 2022/12/15) */, it was never our intention to lie to you, and we regret making you feel otherwise. A member of management did attempt to reach you on December 5th and left a voicemail since we could not speak directly. We do apologize if you did not receive our message. We have reached out to our management team and requested that someone contact you as soon as possible. While we cannot accommodate your request, we hope our revised offer is more suitable for you.

• Initial Complaint

  Date:11/21/2022

  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 rented a cabin and spent a lot of money to rent this cabin for four nights. When I arrived it was after 10pm and I could not get ahold of there concierge service to let them know my toilet was filled with Diarrhea and a plunger. Also the blinds to the pool area weighed over a 100lbs and they fell right on my shoulder which really hurt. The cabin did not have enough towels for twelve people which is what we rented it for. It was very dirty and garbage was left on the fire place. The cabin was very dirty and my four year old son almost fell down a flight of stairs because the railing was separated from the wall in two places. The pool was disgustingly dirty and freezing cold the temperature gage was broken on it . I finally sent an email into cabins for you and they sent a maintenance man out three days later. I called to speak to them on the phone and they didn't offer me any money back an extra day to stay. They did nothing and actually didn't even care. What the picture said this place was it was a huge lie. I am seeking compensation sense I spent a lot of money on a very beat up cabin that was not clean or sanitary for my family. Even the games were broke. The air hockey table did not throw air. The dark board darts were all broken. Very disappointed.
  

  

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 5, 2022/12/05) */, the issues you experienced are unacceptable, and we can certainly understand your overall disappointment. Having to deal with cleanliness issues, inadequate towel count, broken blinds and arcade games, a cold pool, and much more is not how anyone should spend their hard-earned vacation. Then to make matters worse, when you expressed your concerns to our staff, you were made to feel uncared for. This is nowhere near our standard, and we are deeply sorry for the troubles you and your family endured. We have shared your review with the appropriate personnel for further review of the matters listed. A member of management did attempt to contact you on November 22nd; unfortunately, we were unable to reach you. Please give our office a call at your earliest convenience, as we would love to make this right. We, again, are so sorry for your poor cabin experience. We hope for the opportunity to serve you better in the future, as this is not the vacation we wanted to provide.
  
  
  Consumer Response /* (3000, 7, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Over three weeks ago they sent me a text stating they would give me $300 towards another stay and $140 for cleaning which is a text message I have from them and I accepted there attempt to make it better. 3 weeks later I haven't received anything or heard anything further regarding the compensation they promised.
  
  
  Business Response /* (4000, 9, 2022/12/12) */, we sincerely apologize for the delay. The compensation offered has since been processed and sent out to you. We are terribly sorry for the miscommunication and your poor experience. We look forward to hosting a more enjoyable vacation for you in the future.
  
  
  Consumer Response /* (4200, 11, 2022/12/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still did not receive any refund they state they are giving me. What card was this $140 refunded to because I do not have any refunds of $140 and again this is why I cannot take there word on any of there compensation they are stating they are giving me.
  
  
  Business Response /* (4000, 13, 2022/12/15) */, once we process the funds, it takes 7 - 10 business days to be credited to the card it was processed on. This was refunded to the card ending in 1732 on December 6th. Please give our office a call if you have not received this by next Tuesday.

• Initial Complaint

  Date:11/09/2022

  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.

  We arrived to this cabin on 11/5 and noticed that the bedroom tv was not working. We contacted cabins to go on multiple occasions to correct this situation. We depart tomorrow and have done nothing on this trip but haggle about the issues with this cabin (broken tv, broken hot tub, dripping kitchen sink, underwear in the dryer, cobwebs in the doorframes. Rather than fix the tv, we had to go without in the bedroom. We could not use the amenities that were offered in this cabin listing and we requested our money back. Both cabins to go and Vrbo not taken ownership. I'm fact cabins to go sent us a gift certificate that we said we did not want to try to resolve this issue. We said money is the only resolution because we like in Florida and the gift certificate has zero value to us. The staff was rude, unhelpful, hung up on us, promised the items would be repaired and no one ever came to fix the issues. We spent hours of our vacation dealing with these problems with zero resolution. I do not want a gift certificate. I want my money refunded to my original method of payment.
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/22) */
  we are so sorry for your disappointing experience, and we completely understand how upsetting your overall stay must have been. This was supposed to be a relaxing vacation. Instead, you faced issues with the bedroom TV, leaking faucets, a faulty hot tub, and cleanliness issues. And to make matters worse, you felt disregarded and unaccommodated by our staff. This is unacceptable and definitely not how we want any guest to feel. We truly appreciate you bringing your concerns to our attention right away. And though we are glad we could send maintenance out to inspect these issues, unfortunately, the vendor had to be sent out for the TV, and we were unable to have this matter addressed during your stay. While we were unaware of the cleanliness issues you experienced, we understand the frustrations this added to an already unpleasant experience. We have shared your feedback with the appropriate department heads to see where we can improve and prevent this from happening again. No one should have to deal with inconveniences or spend hours on the phone during their vacation, and we are deeply sorry for the troubles you endured. As much as we understand the gift certificate offered is not your preferred resolution, this is the most we can offer in this situation. Your experience does not at all represent how we operate, and we would love to serve you with a more relaxing getaway in the future. Again, we sincerely apologize.
  
  
  Consumer Response /* (3000, 7, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I really do not understand why I cannot have my money returned to my credit card? I did not ask for or want a certificate from your company. we would even be happy with a credit with Vrbo, with whom I made the reservation and paid my money to. You have done nothing but apologize and have not done anything to right the situation. Our vacation was ruined due to the last of ownership that has been taken from your company, Vrbo and the cabin owner. I am not satisfied with this resolution and would like my money returned to me. I am not asking for a full refund, but 50%. Had this been your vacation, would you settle for this treatment? I need to better answer as to why you will not refund MY money, as this has never been explained to me. You run a business and have zero disregard for your guests and for customer service. I want my money back. It's not mu issue that you could not get a hold of the owner or there was a tv service issue. You all sold me on these amenities, and they did not work. I want a refund and/or a Vrbo gift certificate. WE CAN NOT USE YOUR GIFT CERTIFICATE.
  
  
  Business Response /* (4000, 9, 2022/11/29) */
  we understand your perspective and truly hate your stay with us was so disappointing. This isn't what we want for any of our guests, and we were happy to extend an offer of a gift certificate towards a future stay with us, as is our policy in the event issues like this arise. While the cabin you stayed in was facilitated by us, the reservation itself was made through VRBO, and you're welcome to contact them regarding a different resolution if you'd like. Again, we do apologize your experience did not meet expectations, and we do hope you will be able to enjoy time in the Smokies again in the future, regardless of where you may choose to stay.
  
  
  Consumer Response /* (4200, 11, 2022/11/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been in contact with both of you, as stated time and time again. Your business practices are poor and I can not comprehend when you are not willing to right a situation that you have caused. Neither company wants to take ownership for you falling short on something that I was sold on, but you did not provide. As a company, you would think that you would be interested in customer retention and try to improve your consistent one star ratings on social outlets. You ruined our anniversary trip and should be ashamed. Making the situation right is the least you can do, but instead, you continue to show that your company has zero customer service skills. I work in hospitality as well, and would never treat a guest in such a heartless manor.
  
  I would still like an explanation as to why you are refusing to refund my trip or at least part? You were given my money and there is no logical reason explanation as to why you can not assist except for greed and poor management. Shameful
  
  
  Business Response /* (4000, 13, 2022/12/02) */
  We care deeply about every guest who stays with us, and we do everything we can to make their stay memorable. We take full responsibility for the inconvenience and cannot apologize enough for your dissatisfying experience. Like any home appliance, despite our efforts to prevent occurrences like this, they sometimes malfunction, which is beyond anyone's control. We try our best to rectify any and all issues brought to our attention. However, certain repairs take longer than anticipated, depending on if a vendor has to be dispatched. Unfortunately, your stay was affected by this, and we hate this happened. We take all feedback seriously, and we look into all reports extensively to see where we can improve and address any needed issues. As a company, we do not offer monetary compensation in these circumstances, but to make up for your troubles, we can offer a gift certificate in hopes of hosting a more enjoyable stay in the future. We truly understand your disappointment, but we are unable to accommodate your request. We, again, are so sorry for everything.

• Initial Complaint

  Date:11/02/2022

  Type:Sales and Advertising 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 rented a cabin for an upcoming trip in June 2023 for 5 days. I paid the deposit and have a signed contract. A week later they called me and said that there was a "glitch" and my cabin will cost over 13k which is more than double the price in the signed contract. When I refused to change the terms of the original contract and pay the additional fee, they canceled the reservation. No where in the contract does it say they can raise the price or cancel without cause.
  

  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/16) */
  We completely understand your frustration and we are so sorry this ordeal happened. During your booking process, our system was in the process of updating our property's rates, and unfortunately, the old rates were reflected on your reservation. We cannot apologize enough for the inconvenience this has caused you. Once we were aware of the mishap, we immediately contacted you with the correct rates and available options. While we understand the rates were not ideal, we offered to send you available cabins for your dates or to cancel with a full refund. We recognize that neither option was your desired resolution, and ultimately, the reservation was canceled, and a full refund was provided. Under these circumstances, this is the most we're able to do, and we cannot accommodate your request. We, again, completely understand your disappointment, and we're so sorry for your poor experience.
  
  
  Consumer Response /* (3000, 7, 2022/11/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please respond to this claim by pointing out where in the contract it says that you can cancel my booking for any reason or that you can change the price after the contract has already been signed. I have reviewed every word of our contract and that language does not exist.
  This is a legal binding agreement that is signed for a reason. Hypothetically, if someone did over $6,000 worth of damage to one of your properties (the amount you are now asking from me), you would expect them to uphold the terms of the contract and expect payment for the damage per your contractual agreement. I as a customer also expect for the contract to be upheld as a contract exists to benefit both parties. I also hope that BBB will actually review the contract that I have already attached and rule that this indeed was a breech of our contract so they can provide accurate information for their customers as well.
  
  
  Business Response /* (4000, 9, 2022/11/28) */
  again, we are deeply sorry this happened, and we understand how upsetting this entire situation is. A full refund has been issued to the form of payment we had on file. We sincerely hope your visit to the Smokies will be enjoyable despite the inconveniences and dismay you have experienced.
  
  
  Consumer Response /* (4200, 11, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They breeched the contract and canceled my reservation because I wouldn't agree to pay them more than the advertised and contracted price.
  If I bought a car and paid the contracted price, I wouldn't expect the dealership to call me a week later and tell me the price was doubled or they would repossess my car. That's exactly what this company did with my reservation and it was a clear breech of our contract. This issue absolutely is NOT RESOLVED and Cabins For You is at fault of breaching our contract and this is something that they haven't denied. They haven't shown any proof that the contract says that they can raise the price without warning or cancel a reservation without cause.

• Initial Complaint

  Date:10/28/2022

  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.

  This was my 2nd time booking and both times have been a disaster. Because of the issues from the 1st booking I was offered a 600 dollar credit which I used for the 2nd booking. Upon arrival and after getting settled in we realized there was an issue with the water. The smell was horrendous and discolored with particles in it. I immediately emailed them. ****** is who responded. We emailed back and forth she was extremely rude and not helpful. Maintenance did show up and he stated the filters hadn't been changed one was so old he couldn't get it off and would have to recommend a plumber. The filters were full of rust. So now the water went from brown to black/gray. Hot tub was brown. Yet ****** kept saying the water was deemed "safe" !! Really?? Who would want to bathe in a nasty colored water that leaves a smell on you? Let alone brush your teeth with it or relax in a hot tub or the jacuzzi bath as a female I definitely wouldn't risk getting an infection. We also had our dog which we were now giving her bottled water to drink. So I waited hours with no response from ****** I emailed her after 4 no response. I called and talked with a wonderful lady named Benie who tried to help and couldn't understand why we weren't took care of immediately. And agreed she wouldn't feel comfortable using the water either. She at 7pm got it authorized for us to move cabins. Pack up and move at night not knowing what kind of roads or driveway it would be we had our 12 foot trailer with out side by side. So not easy to go on steep roads. The cabins offered also didn't have same amenities. My husband said nope we'll just head home. Being it's dark and not knowing where we're going just didn't feel safe to move at night. Had ****** done this 1st thing that morning we definitely would have felt more comfortable. because we refused to accept a cabin lesser than what we had certain amenities I always look for when booking a place and chose to just pack up and come home we forfeit a refund.

  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/11/11) */
  We regret to hear about your troubling experience, *****, and we are so sorry for the inconvenience. We do understand your overall frustration and disappointment, especially since this stay was supposed to make up for your previous one, and we realize we dropped the ball. No one should have to deal with discolored and smelly water during their vacation. Then to make matters worse, you felt disregarded and like we were disinterested in your concerns. This is completely unacceptable, and we have shared your review with all department heads for further review. Our guests' safety and their vacation experience are among our top priorities, and we are saddened that you were made to feel otherwise. We have since changed all the filters in the water system, but this does not take away that this should have been taken care of before your arrival. We can only imagine how disheartening this entire experience must have been, and we cannot apologize enough for your displeasure. While we're glad we had a property available to move you to, we recognize this was not ideal for you and would cause more inconvenience. Plus, it did not compare to what you were looking for, and we understand your decision to decline our offer. We're truly grateful for your honest feedback. We have shared your concerns with the respective departments for an action plan to prevent this from happening to future guests. What's most important is that we hope your next getaway to the Smokies is more enjoyable, no matter where you choose to stay.
  
  
  Consumer Response /* (2000, 7, 2022/11/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this because I was called my ******* an actual manager with guest relations. And even though I'm not getting a full money refund, she is trying to make it right. So I know that we have to be willing to meet in the middle as you could say. With that being said I definitely would have preferred a full refund seeing this was our 2nd try with this business. I do hope that this business understands that the maintenance of all their cabins needs to be a priority. Owners are entrusting them to be doing a job and provide a the services that we booked. Which definitely includes a safe, clean and usable water source.

• Initial Complaint

  Date:10/16/2022

  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.

  We were charged $500 to our credit card for "having a dog in a cabin" and their evidence was a video of someone else with a dog. I've provided them proof our dogs were boarded in Nashville before we left town. The place was filthy when we got there and this is how they treat their guests?
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/28) */
  we know this situation must have been beyond upsetting, and we truly hate this misunderstanding happened. We sincerely apologize for all inconvenience and frustration caused, and we have since refunded the charge, as it was determined to be a misunderstanding. While we were unaware of the issues you experienced during your stay, we have also made the appropriate personnel aware of your concerns. We are grateful you allowed us the opportunity to make this right. We never want our guests to feel mistreated, and we again sincerely apologize for the frustrations this situation caused. We hope for the opportunity to provide you with a better experience in the future.