Complaints

This profile includes complaints for Hickory Hills Campground, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hickory Hills Campground, Inc. has 2 locations, listed below.

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  Hickory Hills Campground, Inc.

  856 Hillside Rd Edgerton, WI 53534

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  Hickory Hills Campground, Inc.

  100 Enterprise Dr #930217 Fitchburg, WI 53593

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:09/18/2024

  Type:Service or Repair 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.

  Aug 2,3,4 2024 my whole family rented a pet friendly cabin and the lodge. There were 17 of us. We camp at different campgrounds once a year. Everyone looks forward to it all year. I paid $1,556.14 for the lodge and $501.14 for additional cabin. One family decided they couldn't make it so 3 month before Aug I called and canceled the cabin. I was told they don't refund the money that we could use it to rent again by the end of 2025. When we came Aug. 2nd we brought a senior dog who was going for her last camping trip, a bearded dragon in a tank and a tortoises in a tank. Our pets. After the first day we had to tell office the electricity in one bedroom didn't work. An employee came to fix it and noticed the pets which he reported to owner. Her name is ******. She proceded to tell us angrily that the pets and all of us would have to leave immediately. The kids started to cry and she said we were in a pet free lodge. That the cabin was the only pet free unit. We told her we didn't realize this and she said she was going back to office to look some info from the original receipt up. She said we could stay but would have to pay a cleaning fee of $250. I was fine with that. When we got home I called to schedule our 2025 trip to use the $501.14 credit and she said we were not allowed back. We had cleaned the lodge better than it originally was. The dog never made any mess and we swept the back, front porch and all the spiders down. No reason to not let us back. I have called 3 times to get my refund back as when I enquired about it an employee spoke to ****** and she said she would send it out that day. It's been almost 2 months. ****** has very bad reviews. She should not run a public business if she isnt going to keep her word and be rude. I want my money she took from me and hopefully you can help. Thank you for your help

  Business Response

  Date: 09/21/2024

  Thank you for taking the time to share your feedback regarding your recent stay at Hickory Hills Campground. We understand how important your annual family trips are, and we’re sorry that this experience didn’t meet your expectations.
  
  I’d like to address the key concerns you raised in your complaint to provide some clarity and update you on the steps we’re taking to resolve the situation.
  
  Pet Policy & Cleaning Fee:
  
  As explained during the booking process and confirmed during check-in (check-in sheet attached), the Lodge is a pet-free unit. While we understand there may have been some confusion, the check-in form you signed clearly stated this policy. When pets were discovered, we worked to accommodate you by allowing your family to stay with an added cleaning fee of $250, which was agreed upon at the time. We appreciate that you cleaned the Lodge thoroughly, but the cleaning fee was necessary to ensure the Lodge could be returned to a pet-free condition for future guests.
  
  Refund of Camp Credit:
  
  Regarding your camp credit and the refund process, I sincerely apologize for the delay. You initially had a camp credit of $501.14. Of this amount, $52.75 was used toward a 6-seater golf cart rental during your stay, and $250 was applied as the pet cleaning fee, leaving a remaining balance of $198.38. We reached out via email (email attached) on September 6th to confirm the address to which you would like the refund sent, but we did not receive a response. Please let us know the correct address, and we will promptly send the remaining balance of $198.38.
  
  Moving Forward:
  
  We value all of our guests and aim to ensure clear communication and prompt service. We regret that this situation has caused frustration and will do everything we can to ensure the refund is processed swiftly once we have your confirmed address. If you have any further concerns or questions, please don’t hesitate to reach out directly, and we will be happy to assist you.
  
  
  
  Thank you again for your time, and we look forward to resolving this matter as soon as possible.
  

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22302432, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I have called you three times regarding the check being sent and everytime i am told you are sorry and it will be sent out the next day. You never confirmed my address any of those 3 times i called and no check was sent. How am I to believe this time it will be sent. I agreed at the time of the visit so I do not have a proble with that. I paid for a 6 man golf cart and it broke down at least once everytime i used it. I asked for a different one but that was the only one supposedly so i learned how to get it to start when it broke down so i honestly saved you time from "rescuing" me everytime it broke down.  I feel being charged for that is not fair. Us being banned from ever coming to the campground again was a little over kill, but do not worry we would not want to come back anyways. 
  
  
  
  Regards,
  
  
  
  Terri Baker

  Business Response

  Date: 10/04/2024

  Thank you for your continued patience and for bringing these additional concerns to our attention. 
  
  I want to personally apologize for any confusion regarding your refund and the address confirmation. It was never our intention to cause frustration, and we certainly should have handled this matter more promptly. While I regret that our previous conversations did not result in the immediate resolution you expected, I can assure you that your check has been sent via registered mail (Receipt Attached) to the address we had on file. We understand how important it is to confirm details like this and will use your feedback to improve our communication process moving forward.
  
  I’m sorry to hear about the problems you encountered with the 6-seater golf cart during your stay. We were unaware of the continued breakdowns as this was not brought to our attention at the time. Had we known, we would have done our best to find an alternative solution for you. 
  
  We take all guest feedback seriously. I regret that your experience has led to this point. We’re continually working to improve our policies and guest relations to ensure that these situations are handled more smoothly.
  
  Once again, I apologize for the inconvenience this has caused you. If you have any further questions or concerns, please feel free to reach out to me directly.
  Thank you for your time, and I hope we can bring this matter to a satisfactory resolution.
  
  Sincerely,
  Hickory Hills Campground