Complaints

This profile includes complaints for Lake Stephens RCPRA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lake Stephens RCPRA

  116 N Heber St Beckley, WV 25801-4522

• 

  Lake Stephens RCPRA

  1400 Lake Stephens Rd Beckley, WV 25801

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:06/20/2025

  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 reserved a picnic shelter at the lake on May 20th for the date of Sunday, June 15th for a birthday party for my daughter. The reason we chose the venue was so my daughter could use the splash pad, which is why we rented the shelter right behind the splash pad. On the morning of June 15th, Lake Stephens posted that they would be closed for the day due to threat of inclement weather. My wife and I scrambled to get all of the guests attending the party to, instead, come to our home for the party due to the shutdown at the lake on very short notice. I called the lake this morning, June 16th and was informed that I would receive no sort of refund at all. So, I gave them $122.43 for absolutely no services at all, I didn't even step foot on the property. I would like help in resolving this issue and get a full refund. Thank you for any help.

  Business Response

  Date: 06/27/2025

  On May 20, 25 the customer reserved a picnic shelter for
  June 15, 25 at Lake Stephens, part of Raleigh County Parks and Recreation
  Authority (RCPRA). Customer accepted the Terms and Conditions on May 20, 25. The
  Terms and Conditions include the following statements:
  

  -Cancellations must be made 14 days prior to arrival date
  for a refund of the down payment. 
  Cancellations within 14 days before the arrival date will forfeit the
  full amount of the reservation. All cancellations must be done through the main
  office. Camp Store staff are not allowed to cancel reservations.
  

  -A date change can be made prior to 14 days of original
  date and the payment can be used for the new date. New date must be within the
  same calendar year. If a date change is made within 14 days before the
  reservation will result in forfeit the full amount of the reservation. All date
  changes must be done through the main office. Camp Store and Marina staff are
  not allowed to make changes to reservations.
  

  -Shelter rentals are not dependent on the Beach, Splash
  Pad, or Aqua park being open and cannot be refunded due to the beach or water
  parks experiencing a closure.
  

  On June 15, 25 the Beach, Splash Pad and Aqua Park were
  closed due to inclement weather. However, the picnic shelters remained open.
  Many customers still used the shelters even if the other areas were not open.
  We had other shelter rentals that continued with their plans that day.
  

  The customer called and spoke to an employee on June 16, 25.
  The customer was informed by the employee, per the contract, that a refund was
  not owed.
  

  The Executive Director was notified about the issue. On June
  17, 25 she approved a credit in the amount the customer paid to be issued,
  which can be used on  future purchases. This
  credit was approved despite the customer accepting the Terms and Conditions.

  On
  June 18, 2025 the credit was applied to customer’s account and the customer was
  notified by email.
  RCPRA was notified of the complaint to BBB on June 20,25.