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:11/03/2023

  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.

  We booked for this season with the PROMISE that we would have a site with Internet. Site 8 was booked by ***, and we were told to call back to confirm and also asked if there was a site with concrete pad that had Internet. *** found site #***-but could NOT guarantee that it had internet and so she said she would HOLD site 8 for our arrival and if lot #*** was did not have working internet we would be all set on lot 8.10/23 we spoke to ******* in the office . We asked her to confirm once again if site *** had internet and that site 8 was our backup. She said, " I see in the notes here that lot 8 is reserved as well". 10/27 we called as instructed, and *** did not "recall" any Conversations. spoke to ******* on Monday and now lot 8 is gone? She explicitly told us, " Someone should have come to me as there were notes of this situation!" Now if that doesnt scream out that this arrangement was made with us.....The advertising states wifi-there is NO MENTION on the construction ******** page of internet is a work in process. We can't tell you how flabergasted we are that a 5 star resort claim reputable company with 3 seasoned owners could allow this!On 10/27-***********************-Park Manager-told us that not only did we lose site 8, that *** did not have internet and said, "Frankly, I cannot guarantee you good internet anywhere in this park right now, we are having lots of issues, I wouldn't recommend it if you have to work all day."Internet is not reflected anywhere as "under construction". As slow as the laundry room has been and the hundreds of complaints of internet,I would have thought (as a marketing person myself)-that your business would have covered yourself with that on the page. And the conversations with a gentleman named ***, confirm so much of the lies that we were told regarding internet and that is was working. We only wanted honesty -would not have booked if they told us before cancellation-they waited so to keep funds.

  Business Response

  Date: 11/28/2023

  We are unsure as to the nature of this complaint - it seems like a false claim being made due to a guest not wanting to abide by the cancellation policy. Attached is a picture showing the mentioned lot and the wifi speed. We wish the BBB would not lend a hand to fraudulent and unverified claims.

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20817957
  
  I am rejecting this response because: The response is meaningless.  ***********************, the park manager, is well aware of the nature of our complaint as it was discussed with him at length at the end of October this year.  I figure he is simply trying to save face with the owners of the park, who we understand are very money hungry vs customer pleasing.  He specifies that we did not want to "abide by the cancellation policy" of the park.  Not true, as we were looking forward to our 6 month visit with the park this year.  We still have friends at the park and they have forwarded to us the emails they receive that discuss the internet problems (our main concern) at Torrey Trails this past November.

  We are professional couple who work from our home, in this case, ******, generally for 6 months each year.   Our first step in looking for an RV resort is to assure that they have high speed internet as I am unable to work without it.  Cellular connectivity is not an option for me, hence our adamant requirement for an ethernet internet connection.    On Nov 30, 2023, the park is now showing a spot that appears to have connectivity... a full 30 days after we were to arrive at the location.  Similar to the situation that occurred at the beginning of the January 2023, when we were also promised internet at site 327 and did not receive it for almost 3 months.  My wife, last season, was able to use the Verizon cell connectivity but I'm unable to do that with my work.  I have all of the verification via a 18 text communications, beginning Nov 28, 2022 with *****, Torrey Trail's Internet expert.  In nutshell, the responses were... "next week", "very soon", "any day now", only to have to wait almost 3 months for it to finally connect at our site.

  As we enjoyed the people at the park, we decided to rebook the 2023-'24 winter season at the park and paid our $500 deposit, with the knowledge that the internet was now operational.  ****** in the grass was booked as all other spots with connectivity were taken at that time.  In the first week of September, we paid the balance due for the $6,350 fee.  Several calls were made over the summer into early Fall confirming ****** had internet as a backup to a concrete spot that *** not have internet when we arrive and they had no timeline for it. While travelling from *********** to the park at the end of October, we were told, "No connectivity" at our site.  (Again, now, the park is showing, 30 days after our arrival time, that site 268 finally has connectivity.)  Last year it was almost 3 months, this year, we were not going to wait at all for connectivity.  Unfortunately, we wanted to return to this park, but their lack of truthful responses required us to (luckily) find another park that had the amenities that were promised at Torrey Trails Golf and RV Resort.   So, ******************, this is not a "fraudulent and unverified" claim, as you purport as your EXACT words to us the day before were, "If you need internet, I can't guarantee even reliable internet on the spots that have it as we are having alot of problems here right now, I would go somewhere else, I am sorry". 

  Sincerely,
  
  *********************

  Business Response

  Date: 01/03/2024

  The Internet has been working as shown in the attachment in the previous response and out laundry room is fully open and functional.