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:01/02/2025

  Type:Facilities 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.

  Stayed in cabin until 1/2/25. We checked in on 12/28/24, upon arrival we always check bedding to make sure everything is clean and free of insects. The first bedroom had crumbs and stains. The second bedroom had drugs in the sheets along with more stains. The floor was GROSS as well as the baseboards and fans. We called the office right away at 5:20pm and was told someone will be by. They showed up right before 11pm with the wrong size sheets for US to put on the beds. No comforters. We stayed up till 1 am washing the bedding so our kids can sleep in a clean bed. We were told by the dispatch supervisor that sheets were delivered ONLY as a courtesy. They next day came and it seems that someone came to “clean”. We then spent another day vacuuming and mopping so that our kids could relax and play (pictures included). The next day we tried to light a fire outside. The propane tank was empty we called the office again and was told they have no idea when they can have someone out but we are free to purchase a new tank and get reimbursed. At this point we washed their sheets, cleaned their floors and now have to purchase gas to use the fire. I asked to speak with a manager, was told multiple times that they don’t have one, in fact I was told by the dispatch supervisor that “I am the one ma’am”. This has been far from a vacation, spent most of the time cleaning to ensure our kids were not exposed to drugs and lord knows what else and the fact that they could care less is absolutely disgusting. Sorry, they offered to reimburse 100 for the cleaning fee and when asked if that was it I was responded with well is your shower working. So the fact that we had drugs in the cabin is totally acceptable not to mention we were told this was a smoke free cabin and we have 2 people with asthma. At this point I need a call and refund. Reading all the complaints in this site it’s not surprising that drugs in the bed is no big deal. WOW!

  

  Business Response

  Date: 01/31/2025

  A supervisor has since reached out to the guest and reached a resolution. The guest was offered and accepted a total refund of $264.35 for the inconveniences they experienced during their stay.

• Initial Complaint

  Date:10/18/2024

  Type:Facilities 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 cabin through Cabins USA in Gatlinburg, TN the week of 09-14-24. Upon arrival, a maintenance tech was there working on the hot tub. He explained the water was brown when he refilled it. We later discovered the water coming out of all the cabin’s faucets was brown. Over the next three days, we were continuously told that a different maintenance guy would be trying to fix the problem. On Sunday, *****, a Reservations Agent, told me we could either move to another cabin that night (it was 10:30 PM) or stay to see if the guy from the water company could fix the problem the next day. We opted to see if the water company could fix the problem. The guy never showed, so ***** called on Tuesday to move us to another cabin. Since the cabin she suggested was an upgrade, she informed me that she could not give us any monetary compensation. We were okay with that, as long as it was an upgrade. The cabin we left was 4,182 sq. ft; the cabin they moved us to was 3,492 sq. ft., with a living area about 1/3rd the size of the previous one. The previous cabin was secluded; the new one was in a cabin resort, with cabins spaced approximately 20 ft from one another. I immediately contacted *****, telling her the cabin WAS NOT an upgrade and that I wanted some monetary compensation for all our troubles and the downgrade of cabins. She told me it was an upgrade because of what the owner charged for the cabin. I told her it was unacceptable. She told me she would see what she could do and would call me back the next day. I never received a return call from ***** and she was out the next four days. When I told Cabins USA I wanted to talk to somebody else, the agent informed me that her supervisor would not let her switch my complaint to another agent. I left a voice message for ***** to call upon her return. I never received a call. As a resolution to my complaint, I would like 3 nights compensation for the days we had no clean water in the first cabin.

  

  Business Response

  Date: 10/28/2024

  A member of our management team is currently trying to reach out to the guest to gather further data to reach a resolution.

  

  Business Response

  Date: 11/12/2024

  The refund for $****** has been processed today (11/12) with an email receipt sent to the guest. The Future Night Voucher was placed in the mail on (11/1). It is possible the 2 federal holidays (Election Day & Veterans Day) have caused a delay in the guest receiving this. The guest is also entitled to a 20% discount on a future stay (the guest only needs mention this at the time of booking with an agent via telephone – not eligible for reservations booked online).

  Customer Answer

  Date: 11/12/2024

  I do not wish to close this complaint until I see that the refund has reached my credit card. 

• Initial Complaint

  Date:04/02/2024

  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.

  March 24th 2024 thru March 30th 2024 my family and some friends of mine stayed at bar mountain 53 in severiville Tennessee. We booked the cabin thru cabins USA. We paid $3288.22 to stay there for the 6 nights. Thruout our stay we had a huge amount of problems. Ice maker/water didn't work, Screen door on lower level broken & won't shut,
  3 jets on hot tub not working, tv in living room smashed and never replaced, Missing TV remote in game room by pool table, Ripped rug by entry way,Air hockey in bar missing puck and has holes in it, Broken piece on door to game room , Hot tub cover broke on 1 and the other is caved in, Multiple movie theater chairs ripped, Hair dryers didn't work, Fridge missing shelf in main house and freezer bottom drawer cracked, 2 Busted windows 1 by grill 1 by road ,Multiple blinds Broken ,Multiple boards on deck warped and causes tripping hazard , Pullout couch frame in living room in main house by dinginroom, Nails and screws coming out of deck by kitchen (my mom tripped and fell over),Hot tub steps weak, None of the automatic trash cans worked, all the beds had blood stains except 1 that had urine stained bed protectors. We didn't find this out until stripping the beds before we left. The sink in the main level backed up and the bathtub down stairs was slow draining. We found Roaches and signs of bed bugs. I'm hoping I don't have either after staying here. I did rewash and shook all my stuff out outside once home. They did give us a 250.00 refund of the cleaning fee but I don't believe that helps what we endured during our stay. It says my photos are to big to attach but if you have an email I can send them too I have a bunch of photos including the 1 mattress that was all sliced up with black mold at the foot of it and all the other beds with stains on them. I'm disgusted. It was a really bad experience.

  

  Business Response

  Date: 04/04/2024

  The guest (******** ******** checked into the Unit (Bar Mountain) on 3/24/24 and departed the morning of 3/30/24.
  
  In the afternoon of the guest’s check-in date the guest reported some maintenance issues (television and secondary game room fridge not functioning properly). The guest then reported in person to our check-in center representatives on 3/25 some additional maintenance issues. A member of our maintenance team was dispatched on 3/25 to address the maintenance issues. The following was addressed: confirmed proper functioning of fridge, removal of damage television, replaced various remotes, batteries, and light bulbs, corrected/secured decking board issue(s), & corrected/secured rug. In addition, the technician took various measurements regarding the replacement of the hot tub cover & an incident report was delivered to the guest.
  
  No additional issues were reported during the guests stay.
  
  A supervisor reached out to the guest. The guest was offered and accepted a total refund of $250.00 for the inconveniences they experienced during their stay.

  

  Business Response

  Date: 05/13/2024

  A supervisor has since reached out to the guest and reached a resolution. The guest was offered and accepted a total refund of $650.00 for the inconveniences they experienced during their stay.

  Customer Answer

  Date: 05/13/2024

  
  
  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:03/05/2024

  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 booked the Family Gathering cabin rental from CabinsUSA for a two night stay on Feb. 25-26th, 2024. I had a group of 19 kids, teenagers and chaperones in Pigeon Forge to attend the CYC Christian conference.
  
  Upon arrival we found the following issues:
  1) A broken door frame prevented us from using one of the rooms.
  2) Surrounding the broken door frame was blood splatter on the walls.
  3) Broken railing on some of the bunk beds left jagged, sharp metal loose. These loose metal pieces were dangling right at head level.
  4) Dirty bed sheets. It was as if they taken the previous dirty sheets and remade the beds without cleaning them.
  5) Open alcohol containers inside the rental. This was especially a problem because our group consisted of lots of kids and teenagers.
  6) We found some white powder, a lighter and a little bit of marijuana in the couches. We have a picture of the powder, but we got rid of the rest without taking pictures
  7) Broken glass was found in multiple rooms.
  8) Lots of issues with the door code. We never got our door code to work at all and used an alternate door code the whole weekend. Was the working door code unchanged from the previous renters?
  9) Empty alcohol cans and bottles, and trash, all over the property. There was a lot!
  10) A broken wooden table had some splinters sticking out of it.
  11) A preexisting hole in the wall
  12) Dirty floors, dirty carpets, dirty bathrooms, etc.
  
  CabinsUSA sent a worker to fix the broken door, clean up the blood, and remove the drugs and alcohol from the rental. They also provided clean sheets, but only for the second night of our stay. Every other issue was ignored and left unresolved.
  
  I believe CabinsUSA provided an unsafe rental and endangered the kids and teenagers in my group. I believe they lied to us and misled us about the condition of the cabin.
  
  CabinsUSA have since offered me back the cleaning fee ($289 of the $1,540.59 I paid). This resolution almost seems insulting. They are a bad company.

  

  Business Response

  Date: 03/20/2024

  The guest ***** *******) checked into the Unit (Family Gathering) on 2/23/24 and departed the morning of 2/25/24.
  
  Upon check-in the guest reported some maintenance issues. A member of our maintenance team was dispatched on the same day (2/23/24) to address the maintenance issues. The following was addressed the same day the issue was reported: delivered new pots & pans, repaired bedroom doors, installed safety rails on bunk beds, & reset control hub that communicates with door lock – functioning upon the techs departure on 2/23/24).
  
  On 2/24 a supervisor reached out the guest to confirm all issues had been addressed. The guest confirmed all of the reported issues had been corrected. The guest reported at that time that new linen was needed. A maintenance technician delivered a full set of the cabin’s linen on 2/24/24.
  
  A supervisor reached out to the guest. The guest was offered and accepted a total refund of $289.00 for the inconveniences they experienced during their stay.

• Initial Complaint

  Date:12/27/2022

  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.

  We booked a cabin through them for Christmas. We are here now. The heater was broke when we got here. The hot water still hasn't worked so no showers. We have called and emailed and get no response. We are leaving cabin now and going to hotel to get showers then we are heading home. I would never recommend renting from the company ever again. There cabins are horrible and they ruined our Christmas with Family.
  

  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/29) */
  We spoke to guest today 12/29/22 and apologized for not reaching out sooner. We refunded back the nights she did not stay. Guest accept this. We close out her case.
  
  
  Consumer Response /* (2000, 7, 2023/01/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/07/2022

  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.

  Booked this cabin via cabins USA website. Paid a total of 6,339.93 for a cabin stay from 9/2/22- 9/6/22.
  Upon arrival on 9/2/2022 I found that there was no air conditioning on the top floor that housed 4 of the 8 bedrooms. I also found that the theater room (advertised to sleep 8 on futons) contained futons that were dirty , cloth, and heavily soiled. The listed showed 4 clean leather futons.
  After contacting maintenance several times for the lack of air conditioning, they brought 4 room units and installed them in the upstairs windows using duct tape and cardboard around 11pm. I was told this was a temporary fix for the night. The duct tape didn't hold well , and by the morning the power was out in those 4 rooms due to overload. Maintenance told me this will happen if we center plug in a cell charger. They never fixed the A/C during our stay. Management only called me on 9/5/22 to offer me 250 and a "sorry". I am seeking my full balance to be refunded. As my family was forced to sleep piled in just 4 of the 8 bedrooms
  And couldn't even use the theater room due to the heavily soiled futons. The cabin was very dirty but we cleaned the areas we used. Cabin USA refused to move us to another cabin with functional air. Stating they had none available
  

  

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/13) */
  We spoke with the guest and offered the guest $800 for all her issues. Guest accepted. Refunded to the card on file on 9/12. All issues have been closed.
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke with the business on 9/15/2022, and was advised that the refund would not be released to me until I removed all of my reviews from all platforms.
  I also received a email confirming that the refund was issued. I believe this email was created as a way "pacify" me. And there was no refund generated.
  I as a consumer have the right to leave honest reviews.
  
  When the refund of 800.00 was offered, I was not given any contingency's or conditions for receiving the refund.
  
  
  Business Response /* (4000, 9, 2022/09/19) */
  The refund was issued on 9/12/22. There was not a hold on the refund. The person the guest talked to on 9/15 was misinformed about the refund being on hold because of the reviews. I apologize for that and the confusion. The refund was issued on 9/12/22 It can take 7 to 10 business day to refund back on the guest card.