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BBB Accredited Business since
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Point Sebago Golf & Beach RV Resort provides campground facilities including: 500 total sites; 250 site trailer rentals and 50 seasonal sites. They also offer a marina restaurant and catering facilities and RV sales and service. The company was established in 1970 and incorporated in Maine in 1980. The company employs 30 people and 400 people seasonally. Mr. Larry Gould is the Owner and Chairman. Any questions or problems should be directed to the attention of Mr. Donald Toms, President & General Manager. The company states that Reservations may be cancelled 45 days or more, in writing, before your scheduled arrival for a deposit refund (less a $25.00 service charge). No refunds will be made with less than 45 days notice, or for early departure, regardless of circumstance. Full deposit is forfeited for a no-show, or if requested to leave by the Management. No equipment set up is allowed after 11:00 pm.
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A BBB Accredited Business since
BBB has determined that Point Sebago Resort meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Point Sebago Resort include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Type of Entity
Business ManagementMr. Donald H. Toms, President
Number of Employees
RESORTS ENTERTAINMENT BUREAUS CANOES & KAYAKS CAMPS-DAY CAMPGROUNDS REST HOMES Hotels (except Casino Hotels) and Motels (NAICS: 721110)
Industry TipsRead Before You Sign Travel Agencies
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Additional Phone Numbers
- (207) 655-3821(Phone)
Additional Email Addresses
- - eQuote
- - Communication/Mass Email
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: I and my family, live in *********** **, but also own a cottage at the Point Sebago resort where we were vacationing over the Memorial Day holiday, specifically 5/27/11. At that time, one of my children along with a number of other friends and family members, were patronizing the on-resort restaurant/lounge. Upon paying the bill via credit card, in the amount of 75.25, my daughter wrote in a tip for 15 (approximately 20%) for a total of $90.25. On June 3, while checking her banking statement, my daughter noted that the change in question had been executed at $120.25, an increase of $30. Upon contacting Point Sebago, the charge slips were recovered and scanned by Point Sebago's IT employee (I would provide a copy here but do not see a way to attach a file) and an examination revealed that the 15 that had been written as a tip had been changed to 45. We contacted the General Manager of the resort who declined my request for a personal meeting to discuss this, but he did listen to my questioning of this event via phone. Several hours later I was contacted by the restaurant manager who mentioned he, the general manager and the accounting manager had all reviewed the receipts and all agreed they had clearly been modified and the 1 in 15 had been overwritten as a 4 in 45. Part of our discussion made it clear the we and the Point Sebago management knew the only 2 employees who were working the lounge and the one employee who had processed the bill. We were told a full investigation would take place and appropriate action taken. On 6/8/11 I was contacted by the restaurant manager who told me the investigation was complete and that the only actions to be taken were to warn the suspect employee (whom he refused to identify) and to return $30 dollars via check to my daughter. I asked if camera surveillance was reviewed and why the employee was not terminated and received no satisfactory answer. The resolution from Point Sebago's perspective was to only warn an employee and refund $30
Desired Settlement: In addition to the refund (which I feel should be for the total expenditure or at least the complete $45 as there is no desire to have a thief benefit from the original $15 tip), and the termination or criminal complaint for the theft filed against the unnamed employee, I would want a record made available here via the BBB of the highly unsatisfactory business practices of Point Sebago's management
Business Response: After corresponding with the guest and determining there was a discrepancy with a credit card transaction that took place on Friday, May 27th in the Sunset Lounge, we immediately offered to reimburse the quest and proceeded with the investigation. We conducted a full investigation into the discrepancy and after reviewing all the material uncovered, including interviews with all parties involved, we were unable to determine that the employee was at fault. After the investigation we did council this employee with written documentation that will be kept in the employees file. We then contacted the quest and made them aware of our findings and subsequent action we were taking. We acted swiftly and treated this situation very seriously in an effort to do what was right for our guest. We will be reimbursing the guest for the full amount of the bill of $120.25 within the week.
According to the business response, they indicate they were unable to confirm that the theft was the result of the action of one of their employees. In fact, in two separate phone conversations with the restaurant manager, he clearly stated that he, the General manager, and an accounting manager "confirmed" that the cc receipt had been altered by their employee. I understand there is no way to prove this, but I take some comfort in at least documenting the truth, as it appears Point Sebago is intentionally being untruthful in this statement. Further, there has been no reimbursement in the full $120.25 amount. Instead, a check (and only a check - no note to acknowledge the circumstance, regret, or any writing whatsoever) was received in the amount of $30. Based on these 2 intentional mis-statements and a clear desire to trivialize the seriousness of my complaint, I cannot accept such statements as satisfactory resolution
Business Response: We feel our response to the issuea and the return of all money paid for services was appropriate.
Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #8626805 to the extent your organization can reasonably expect this business to respond. Since our last communication, Point Sebago did indeed send an additional check to finally refund all the monies they had committed to. I understand the inability of the business to address the core issues of responsiblity for theft in an appropriate manner are best resolved in a different venue. Thank you, and Point Sebago, for handling this issue to the extent you have, and in a timely manner
BBB's Final Determination: Consumer accepted resolution offered by the business.