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:01/24/2023

  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.

  I rented a cabin for the 20th - 23rd of January. Me and two of my friends come over Friday and our husband were to come up the following day. We arrived at the cabin around 7:30 pm after we stopped at the grocery store. When we pull up the motion light didn’t work. A van pulled up behind us. The side of it said Cabins U.S.A. , so we rolled the window down some. And it was the maintenance guy said he was there to fix the blinds. Apologized and he left. We come into the cabin and the light still didn’t work. Not to mention the door would not stay closed unless it was locked. We look around and the bedroom floor had stuff everywhere, the bathroom had a dead bug in the floor. So I call the front desk and after talking to ****** she said that she would send maintenance out to fix it. We waited about 45 minutes and decided to use our flashlight on our phones to carry our stuff in. The front door would not stay latch shut unless it was locked. Because we were hungry. So before we can eat we washed the dishes. We went to fire up the grill and it would not light. I also turned the bed down and it was filthy with hair other stuff all over the sheets. I looked for a clean set and put the blanket in the washing machine. I then called ****** a we spoke a second time. I told her the issue. She stated that she could not move me cabins. But she would send me a runner with clean lines.I said thanks. At this point we waited another hour and we decide to just make hotdogs inside.I call the office again and spoke with ***** ask when someone was showing up. He informed me they were coming and that it was in the notes for management to call me and for housekeeping to come out tomorrow . The maintenance guy showed up with the stuff ,fix the grill and cleaned it, and states that he would fix the motion light the following day.We change the sheets and was going to call it a night , I was checking the doors and the back door wasn’t locked its almost broken. I finally got it locked. I was up around 7 am and made breakfast and waited. Around noon I was in the kitchen to make something to drink and a roach crawls across the counter. I call and ask for the manager. He was on another call and would call me back. He called back within 15 mins his name was **** and I stated all the issues and asked to be moved. He stated that he only had a house in a subdivision. I stated that I wanted a cabin. I ask about a refund and he stated that he would have to speak with upper management and call me back. So I waited and when we spoke I told him I looked on line and they had several. He said stated that they we larger. I would have to pay a up grade fee of $416 more. I refuse to do this because I had already paid $783, to not have to was dishes and laundry. I said just refund me and he stated that now that he had spoke with management there would have to be a investigation first before they refunded me. I asked when someone was coming and I would wait for someone. He stated I could wait be he did know when they would be there. So petty much I could stay and just not get a refund at all. I said I am leaving I have to pack up all my stuff and find a place or drive home. At this time I did not want to stay not to mention the bugs. We are packing up and a exterminator shows up. He states that he doesn’t work for cabins USA. He works for an extermination company contracted through cabins USA. He also stated to me make sure you go by the office don’t just send an email this happens all the time at this location I told him thank you that we would be out shortly. He said he would let his boss now and come back tomorrow, it’s not 45 minutes after that that **** calls and asked me when we would be checking out. I’ll let him know that we were loading our stuff but I was shaking it out because I did not wanna carry any bugs home. I did get very upset with **** when he stated that I would have to pay an upgrade fee of $416 to stay the remainder of my stay. I also apologize to **** because I myself are in customer service and run a district for a company so today which is Monday the 23rd I get a phone call from cabins USA from the supervisor ******* he called to let me know that they were going to give me a refund of $353 and some change , I told him that is unacceptable. I paid $783 for three days for a dirty cabin and had to wash my own sheets blankets. The grill didn’t work outside lot didn’t work the door wouldn’t lock it had roaches and that I had pictures of everything that I had submitted to them through email , not to mention the septic that I have a video of is leaking out on top of the ground that I expected to receive a full refund . He stated that they had reviewed everything inspected the cabin and that was the most that they were willing to refund me was $353. I stated that my complete vacation was ruined. not to mention I had to pack up in the middle of it and find a different destination to go to. I then stated with him that I would not except the refund he told me that that was fine and I said so you’re just going to hold onto my money and he said it would be put in as a credit I said I did not need a credit because I will never stay with your company again, I told him to not process the refund and ask him for a contact information for someone in upper management. He stated that he was it. He is a supervisor and that there is no more contact information to give out. I said, sir you do not on the company I’m sure so there has to be an owner. I’m asking for contact information for upper management he then refused to give me any contact information stating that he’s apologize that my stay was was not to satisfaction that all that he could offer me was $353 that he had done the inspection on it and review the email and that he was willing to reimburse me for two days no fees no cleaning fees no nothing $353. I then stated that this was bull**** that the customer service was definitely lacking. I said your name is ******* can you give me your last name because I am going to reach out and see what I can do about this he said I will not disclose my last name. I said you’re in management, but you cannot disclose your full information that it’s self does not seem right to me.
  So with that I arrived at this location at 7:30 PM and left the following day at 2:30 PM after management had reached back out to me to let me know what they could possibly do. I did not stay a full 24 hours and lost over half of what I paid. The only customer service I received was from the maintenance guy who cleaned the grill and dropped off clean sheets. So pretty much a paid $450 for this awful experience. I will never use this company again. It’s not safe, clean, or professional. If this does not get any with me. Please at least make them fix the septic system that the light on the tanks don’t work and is coming out on the ground running down the hill that is a hazard itself to the wildlife and customers. Please make sure someone looks into this and I have pictures and videos of how it was and the septic. I also took video before I left. Thanks for your time.

  

  Business Response

  Date: 01/26/2023

  After more review of all issues, we spoke with guest on the 25th and apologized for all their issues and gave them a full refund.  

• Initial Complaint

  Date:01/17/2023

  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 husband and I rented I Don't Want 2 Leave from Friday night 1/13/23 through Monday, 1/16. The cabin was beautiful, however overall, we are very disappointed with it. We originally booked Aah Rocky Top and was told that the original owners had sold the cabin and the new owners no longer wanted it in the rental program sold (which it is still listed on the website as being on the rental program) so therefore we had to be moved to another cabin. This was the second time in a row that this happened to us. Our cabin that we had booked last summer was also supposedly and we had to be moved. By being moved this time we lost quite a few of the amenities that Aah Rocky Top had. Ahh Rocky top had a gas fireplace, and I Don't Want 2 Leave had an electric fireplace which did not work, this could have been bad if the electricity went out. We called maintenance early Saturday morning, and they did not show up until Sunday morning and still could not get it to work. Aah Rocky Top had Wi-Fi whereas I Don't Want 2 Leave did not, and data signal was not good, we couldn't hardly get internet service. Aah Rocky Top had a king bed whereas I Don't Want 2 Leave only had a queen. The hot tub in I Don't Want 2 Leave was only a two person and was very awkward to sit it. I Don't Want 2 Leave was not stocked very well; I had to go and purchase some skillets in order to be able to cook. There were only 2 large glasses and 2 small glasses. We had no extra blankets for the sleeper sofa nor the bed. The hot tub was also missing one of the neck rests which also made it very uncomfortable. The jacuzzi bathtub has some of the knobs missing. We have been renting from Cabins USA since 2005 and I always recommended Cabins USA to our family and friends. This will be our last time renting from Cabins USA and I will not recommend your company anymore.

  

  Business Response

  Date: 01/17/2023

  We did contact the guest in November yet them know that that the cabin they booked was sold and going off our program. We apologized for the inconvenience that it caused. We offered I Don't Want 2 Leave because it is comparable to the one that they had booked and that there wouldn't be any change in price. We said that they can check it out on the website and let us know if that work for them. The guest did call in and report the fire place not working. We did try and fix it but unfortunately we could not at the time. Other then the fire place the guest has not let us know of any other issues or complaints that they had with the change of cabins or their stay. We will not be offering any refund for their stay.

• Initial Complaint

  Date:12/31/2022

  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.

  Issue #1 It appears that there was an attempted forced entry in one of the bedrooms on the deck level. Trim was barely hanging onto the wall. This is not exactly reassuring when you have loved ones staying with you.
  Issue #2 Mold in the downstairs bathroom on the ceiling, wall, door, and floor trim. Completely unacceptable and a health hazard all together.
  Issue #3 Evidence of previous Bed Bugs. First thing I do when I stay at any hotel or rental, is to check for Bed Bugs. No live found (yet). However, the evidence of prior infestations was present - Two Mattresses show droppings. It is only a matter of time before a rental has bed bugs - it's inevitable. However, treating it properly is totally doable and reassuring to your customers. Not one mattress was replaced after getting bedbugs. If you choose not to replace, you can still purchase a cheaper option of a mattress cover, BUT... Not one single mattress cover present in this cabin.
  Issue #4 Hot Tub Cleanliness & Broken Lid. My wife and I decided today we would get in the hot tub, thankfully during the day or else we likely would not have seen this. First off the lid was broken on one side and very difficult to open, but whatever....As we got in, we immediately noticed the "lack of chlorine or bromine" smell. I checked the floating tablet holder, I opened it and found no chlorine or bromine tablets. My wife pointed out to me that there is "brown stuff floating". It looked like a heavy snowfall of disgusting brown flakes floating in the hot tub. I checked the filter cover to reveal a horrible, brown covered filter. We immediately exited and had to get cleaned up.
  Issue #5 while downstairs in the basement, my 4.5 year old son asked me "daddy what's that". My son had found an old chewing tobacco pouch on the ledge next to a barstool.
  
  Bacterial infections, breathing hazards, contamination should be top priority for this company, which were disregarded.

  

  Business Response

  Date: 01/09/2023

  We spoke with the guest on 1/4/23 and offered a refund. The guest said he would call us back to let us what he wanted to do. The guest has yet to call us back. We tried calling the guest on 1/6/23 and 1/8/23 and left a voice mail each time. We also emailed the guest on 1/7 and 1/8 with no response back. We are closing out the case for no response.

  

  Business Response

  Date: 01/19/2023

  We have spoke with the guest and was able to come to a resolution for above issues. His file is closed.

  Customer Answer

  Date: 01/23/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18854104, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:12/31/2022

  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.

  My family and I rented a vacation unit from Cabins USA ( "The Big Cozy") for 12/26/22 through 1/2/23. We had 14 people in the unit: eight arriving on the 26th and six scheduled to arrive on the 27th. The total rental price house was $10,934.70. I paid a deposit of $1,648.41 on 8/16/22 and the balance of $9286.29 was charged on 12/22/22. The confirmation number for this rental was #40192.
  I received a phone call from Cabins USA at 4 p.m on 12/26 that the unit would not be available at 4 p.m. as in the contract but at 6:30 p.m. due to cleaning delays. No other issues were reported to us at this time.
  We arrived at the cabin about 8:30 p.m. on 12/26 to discover the unit did not have running water or heat. Outside temperatures were below freezing. I immediately called the maintenance number and spoke with a repairman. He said they would up in the morning when the roads were safe (there was an accumulating snow that night as well). My husband, our 5 year old and I spent the night in an unheated house without running water. I also told my sister who was en route to get a hotel for the night versus coming to an unheated cabin.
  The next morning several repairmen were unable to fix the issue. At about 3:30 p.m., a representative from Cabins USA called to say we were being 'evicted' from the unit as the heat couldn't be fixed right away; however, they had no alternate housing available and by this point all 14 people had arrived. The rep also disclosed that Cabins USA was aware of this issue before we checked in, but we were never notified and therefore didn't have any chance to make alternate arrangement. I said we would leave as soon as we could find alternate accommodation on such short notice. I was promised a full refund. We left at 11 a.m. on 12/28. Today, however, I only received $7,043.70. I seek a full refund of $10,934.70 from Cabins USA for knowingly renting an uninhabitable unit and endangering the safety of its occupants.
  

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/04) */
  We reach out to the guest on 1/2/23 and resolved above issues.

• Initial Complaint

  Date:12/27/2022

  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.

  Stayed at Tennessee Splendor from 12/15/22-12/20/22 with the total charges being $4334.95. The first item noted after arriving at the cabin was the poor cleaning job that was done. There was food/crumbs left on the seating and couch in the movie room, the comforters in the cabin were noticeably not clean, and the amount of dust on the floor in the rooms and under the beds was ridiculous. Our refrigerator did not get cold enough to keep food in it until the 4th day into our stay so we had to rely on coolers that we brought to keep food from spoiling. The outside fireplace did not work until our 3rd day at the cabin. The outside hot tub was unusable until out 3rd day at the cabin. Our pool was completely unusable the entire time of the stay. The movie room was only usable for a day along with the upstairs tv's due to the internet extenders not working. Had a leak from the upstairs bathroom which leaked down onto items in the kitchen below. Microwave would trip breaker. Water went out for an hour right at approximately 6 PM which was due to the timing that was set on the regen of the water system. Pots/pan were in terrible shape with all of the Teflon/coating scraped off of nearly every pan which got into food when trying to cook anything. The first maintenance person didn't come until Saturday morning and they claimed to have fixed the refrigerator, pool, and internet issues however none of those items were actually fixed. Another individual had to come back Saturday night and then the internet was finally fixed. Had to receive a loaner refrigerator Sunday which was only big enough to fit about 1/3 of what could fit in the normal refrigerator. Were offered a measly $250 for all of the issues we had at the cabin and even that took 3 days of calling to try to speak with a manager. Completely unreasonable refund considering this isn't even a 10% refund, was told this refund would typically be only $125 but they were "able" to make this $250. Completely disappointed.
  

  

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/29) */
  All issues the guest told us about were fixed and taken care of except the pool not being warm. The pool heater stopped working. We gave the guest a loaner fridge at their request. We checked out the main fridge and it was reading the correct temp each time we check. The guest was offered a refund of $250 and accepted it. Refund processed on 12/21/22 and case closed. We will not be refunding anything else.
  
  
  Consumer Response /* (3000, 7, 2022/12/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Refund does not align with what others have received for nearly identical issues. Refrigerator was not reading the correct temp, it was reading over 40 degrees F up until Sunday of the stay, the maintenance people also had readings that showed it wasn't low enough. If it was reading properly, why was an appliance tech sent out?. Internet was not fixed, it was temporarily fixed for one day. The $250 was sent as I was told that was the best that could be done, after further research this is clearly not true as others have received up to a 22% refund for similar issues during their stay while we have received
  6%. Stay far away from this rental company.
  
  
  Business Response /* (4000, 9, 2023/01/03) */
  We addressed the issues the guest had. The guest agreed to the refund that the supervisor offered him. We will not be offering anymore refund.

• Initial Complaint

  Date:12/27/2022

  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.

  The first night in our cabin we had no heat and the temperature outside was 2 degrees. We absolutely thought we were going to freeze to death! The thermostat would not get above 54 degrees all night long. I called and reported that we had no heat at 4:00 pm when we checked in. I got a call back at 10:30 pm and was told that they had been overwhelmed with calls of no heat from other cabins and that they would be at our cabin first thing in the morning. There is a fireplace, but it has gas logs and the pilot was not lit. Unfortunately, there was no lighter available to light it and we were never informed that we would need one. The second day we had no hot water at all so we had to take cold showers or heat up water on the stove for the children to bathe, as they could not handle the cold water temperature. We have called numerous times trying to get help, but no one has responded. Also, our cabin is absolutely disgusting!!! The bath tubs are gross! The kitchen is nasty! We found a pan of French fries in the oven left from the previous people who stayed at the cabin! There are layers of dust all over the drapes, rafters, and kitchen chairs. The comforters smelled as though they had not been washed and there was dried on food on one of the comforters. It is awful!! I have pictures to prove it! The back porch has cigarettes butts all over it! This was supposed to be a Christmas to remember for my kids and grandkids, but it has been awful. The kids have been freezing just about the whole time and now we have to take cold showers. The sad thing about it all is you can't even get in touch with management!! I honestly don't think they care at all about their guests!!!
  

  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 6, 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.

• Initial Complaint

  Date:12/07/2022

  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.

  I wish there was an option for 0 stars. Our family had a cabin with a spectacular view booked (Dec 22). Upon arrival we noticed a clogged drain pipe which made 2/3 bathrooms and the kitchen plumbing unusable. Maintenance came out and attempted to clear the clog but couldn't. We called the office and learned that they were already aware of the issue but chose not to call us or make other arrangements. They gave us two choices. One was to go home and the other was to move to another property in pigeon forge. Seeing that this was our family vacation, we chose the latter. We were told that the new property did not have a view but that it was "newer, nicer, larger and more valuable". Every bit of that was a lie. It was a small ranch home built in 1964 on a very rough street in Pigeon Forge. It was surrounded by mud and gravel and someone's camper was parked in our driveway. The sun room had extreme water damage in the walls and ceiling (you could literally poke through one of the walls if you tried). This led to terrible odors and is a health hazard. The bathroom had cracked tiles in the shower which allows water to seep in to the walls. One of the ceiling fans was missing a blade and others had bulbs out. We were assured that maintenance would be out to fix those issues but that never happened. This property only had two bathrooms when we booked one with three. One of the bedrooms is an old garage with poor ventilation and insulation. The list goes on. It was a very busy weekend and we could not afford any other rentals that were available so we had to stay there. Cabins USA had two other nice cabins available but would not move us to one of them because they refused to pay the difference in price. Cabins USA gave us a $290 credit for the trouble of having to move but refuses to take responsibility and refund us for the rest of our stay. Staff has been rude and unhelpful. We visit Sevier county twice a year and we will never step foot in another one of their properties!

  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/12/08) */
  We offered a full refunded or to move to a different property. They decided to move. We put them in a 5 bedroom house in town. We did tell them that it wouldn't have a view. We refunded back one night for having to move. This is all we are going to refund.
  
  
  Consumer Response /* (3000, 7, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your website has false advertising when it comes to this property. It was a 4 bedroom 2 bath house. We didn't need a 4th bedroom but we did need the 3rd bathroom that we paid for. Checking out early was not an option as we had other reservations and plans throughout the weekend. Everyone else was booked (except Cabins USA who had two more cabins available that they refused to pay the difference for). It's mind blowing that they don't recognize any fiduciary duty to their clients.

• Initial Complaint

  Date:10/10/2022

  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 rented a cabin in Pigeon Forge from CabinsUSA for 10/6/22 to 10/9/22. Reservation # 32533. Upon arriving, we went to the cabin with a code to check in and found that the cabin had not been cleaned. Dishes were piled high in the sink, there was food still in the refrigerator and everything was a mess. Then we got a phone call from the office saying they had a problem at the cabin and it wouldn't be corrected until the next morning sometime and they would let us know when it was ready. They placed us in a different place for the night. We finally got the go ahead to the cabin and arrived to find that the floors had not been swept, rugs not vacuumed, dishwasher smelled like something died in it. The hot tub was horrible. The filter was black with gunk, green water and rings around the top...for sure not cleaned recently. Definitely not useable!! Cockroaches were crawling in the oven and on the counter tops, dirty dishes in the cupboards. Paperwork with personal information from previous renters was lying on the table that should not have been left there. We asked that they refund a portion of our money because we certainly DID NOT get what we had paid for. Because of the filth in the kitchen, we ended up having to eat out every meal which we did not plan on doing which obviously cost us way more money. We looked forward to using the Hot tub which we didn't get to do as well. We asked to be moved to a different place which their response was "we don't have anywhere else to move you to." So what were we supposed to do? They offered to give us our cleaning fee of $160 back...that is so wrong!! IT SHOULD HAVE BEEN CLEANED FROM THE PREVIOUS RENTERS CLEANING FEE!!! Please help! This totally ruined our vacation time!! I am attaching pictures and documents to back up our claims. Thank you,
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/11) */
  We apologized the guest for the cabin not being cleaned when they arrived. We did send cleaners back out. On 10/9 we spoke to guest and offered to refund back 1 night of here stay of $165 and free night stay voucher. She agreed to that then change her mind. Spoke to guest again on 10/10 and offered her additional $143.10. She agreed. Both refunds have been processed and can take up to 7 to 10 business days to show back on card.
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I answered NO because the way they have worded their response was not the response they gave us. The following is the actual response that we expect!
  Our original conversation upon leaving the cabin was that she would give us $165 refund OR a FREE 1 night stay at another time. We made it abundantly clear that that amount was not satisfactory but she said that's all they could do so we agreed to accept that however, after getting home and looking over our paperwork and the charges we incurred (which I could not do while driving), we decided to call back because we felt more compensation was due because of all the TRAUMA we experienced because of all this! When we spoke on 10/10/2022 she said that she was reading my review and was about to call us because there was an error made in their system indicating we were staying through 10/10 instead of our actual check out date of 10/9/22. At that time she offered an additional refund of $143.10 plus the original offer of $165.00. Before hanging up she told me she already had my name on a voucher for a free one night stay to send to me. After that additional conversation we feel like we can accept the $165.00 + $143.10 + 1 FREE night voucher as compensation.

• Initial Complaint

  Date:09/12/2022

  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.

  The rental contract was from 9/1/2022-9/5/2022 for me and my family to occupy a two bedroom cabin with patio fully furnished for a small group or family. Do to pest circumstances (roaches) we were not able utilize the outside patio. Also the onside had not been cleaned properly as there were spiders dead and alive throughout the property, as that my party involved a 10 month old, 9 & 11 year old whom were looking forward to thus trip. I reached out to the company the first night of occupancy and the lady was very nice but the gentleman that called back was extremely rude and offered me 50 dollars or get out the property, knowing there was know where else to go being it was labor day weekend and we were also meeting others there. All i want back is 484.52 which is the equivalent of a hotel at regular rates for 4 nights and this isn't even holiday rates. I have stayed with this property on 4 other occasions so to be rude to a repeat customers was not customer service.
  

  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/13) */
  We Spoke with the guest on 9/10. The guest was offered a refund of $200 and free night voucher for her issues. The guest accepted. We refunded the money back to the card on file on 9/10 and mailed out the voucher to the guest. All issues have been closed.

• Initial Complaint

  Date:08/29/2022

  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.

  This was the first time using Cabin USA to book a cabin for our weekend. We came just for jeep invasion and look forward to this event all year long. We stayed in the cabin "Just Barley Making It". We rented the cabin starting on August 25, 2022 and checked out on August 28, 2022. We paid nearly $800 dollars for the cabin. The first complaint I have was that I contacted Cabin USA by phone trying to learn more about our driveway parking that way we could trailer our jeep for the event weekend. The representative I spoke couldn't give me ANY information on the cabin even though it was already paid for. The driveway to get to the cabin was TERRIBLE, it has a steep incline and gets worse the higher you go up. There was no warning how steep the driveway was. Next off me and my boyfriend had little to no Wifi the entire stay at the cabin. We both have different brands of cellphones and different carriers and both expiernced the exact same issue so we know it's not one of our devices. We did try to reach out to Cabin USA on the first night about the wifi issue and still have NO RESPONSE on the issue. The last issue was their was no light whatsoever on the back side of the porch and hot tub area. It was total pitch black at night and we were scared to to relax in the tub after our long days on our feet because the total darkness and we had bears on that side of the porch every night. There is also no privacy from the neighbors above you while in the hot tub. You can see right through their kitchen window and driveway.
  

  

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/09/01) */
  We reach out to the guest and offered her $100. She agreed. Refunded on 9/1 to card on file.
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still don't believe that it's fair. If something had happened to anyone in our families we wouldn't have known about it until we would come out each day to go to jeep invasion. They stated when they called me they had no record of anything from me which is a LIE. I called them twice a week prior to going and so did my boyfriend. Also while there I called once and also emailed and no response. They stated they called my phone and left a voicemail which i don't have anything from them. I'm the type of person that would complain unless something was wrong and there was. Not having any service for our 3 day stay was a big issue and they only want to refund me a $100 which I feel like there should be more since I paid almost $800 for they stay and couldn't enjoy it because nobody could reach us. I wouldn't want to stay here again now because after the way nobody could response back to me or to actually care about the dissatisfaction we have.
  
  
  Business Response /* (4000, 9, 2022/09/02) */
  We feel that the $100 we refunded back is far for the issues that the guest had. The guest biggest complaint was wifi wasn't working correctly. I included our refund policy below.
  REFUNDS
  No refunds will be made for break down or malfunction of appliances (televisions, DVD players, etc.) air conditioners, heaters, whirlpool tubs, hot tubs, pools, or elevators; the presence of insects, critters or wildlife; acts of God; inclement weather; location of rental cabin or chalet; loss of electrical power, water, cable, or other utilities; or the conditions of roadways or driveways leading to the rental unit. No refunds will be made after you check-in and/or take possession of key code for any reason.