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:09/26/2022

  Type:Billing 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 checked into a cabin
  - the cabin was missing the following:
  - a kitchen sponge
  - additional trash bags
  - additional toilet paper
  - a plunger
  - a fridge that not turned on
  - a door that didn’t lock unless added pressure was applied to it (faulty lock)
  - heated temperature (non AC) upon arrival
  - a single Polaroid remote for a ‘cabin’ that contained two small Polaroid TV’s and an LG TV.
  
  Upon arrival we arrived about a couple hours prior to store closing. We chose not to complain. We bought the sponge and some missing cabin necessities to compensate for the issue. We didn’t lodge a formal complaint at the time because we were only staying for essentially a night and a half. Upon departure the front desk called and asked about TV remotes, I had explained that they were never in the cabin. The front desk then continued to charge my card (without consent or notice) an additional $50 charge to supposedly compensate for their remotes which I found on Amazon later that evening for much cheaper than I was charged. When I confronted the charge the front desk person the GM does a rigorous check and their process is pristine suggesting us misplaced and or stole their remotes, which is ridiculous. I didn’t even know Polaroid made TV’s.
  
  Charge was unauthorized and undisclosed, I explained the remotes were not there and the issues we had upon check-in and the clerk continued to ask why I didn’t form the complaint immediately upon check-in. I didn’t think these were big deals and I was able to work the TV’s using the side buttons and LG button under the TV, so I didn’t see value in complaining, but I also didn’t know that if I didn’t complain about everything that was wrong they would intend to try and hold me responsible for their own negligence.
  
  I am seeking a minimum $50 reimbursement and apology from the male working the front desk on 9/25 around 1pm EST.-As well as the business conceding that my family whom only slept in the cabin and did activities.

  Business Response

  Date: 10/13/2022

  [BBB Transcription via Mail]

  Hello,

   

  My name is **** *******, and I am the General Manager of Sandusky KOA Holiday Campground. On 10/25/22 upon inspection of cabin D242 after campers departed my maintenance staff notices 2 of 3 remotes missing from the cabin. My office manager reached out to ask if the remotes had been taken or misplaced during the guest stay, we were told those remotes were not in the cabin when they checked in and turned the v's on by hand, After reaching out to our departed camper we searched the cabin to make sure no remotes were misplaced or hidden. During our inspection before each camper arrives my maintenance tests all TVs in each cabin to make sure they are working. These cabins (* cabins) are deluxe and have flat screen TV's in each room that is checked prior to check in. No signs of missing remotes from the previous camper, all 3 remotes where assumed present and TVs inspected for the new campers to arrive.

  During check out no complaints or concerns about there stay where disclosed, or during there stay nothing was ever brought to our attention. 

  Our office opened at 8am to 9pm both days, so any complaints or concerns could have been addressed if needed. I do understand that this may not be a big deal to someone but in the hospitality business if it's not reported we cannot address it or fix it. 

  None of theses issues were brought to our attention during their 2 days (9/23 to 9/25) which may have avoided any fees, questions, or concerns about their stay. Only after we questioned our property being missing and charged 50$ damage fee after property was unlocatable did all these other concerns about there stay came to light. It was stated in the letter that they "did not want to make a formal complaint" during there stay. I understand not wanting to be charged for something you did not do but it seemed there where plenty of times these could have been addressed with the main office during the duration of their stay but choose not to. 

  I do feel this situation has escalated way more than is should have, our communication with our campers is very important. We are only human, and it seems there must have been a miscommunication in our check in/check out procedures that will be addressed so this does not happen to future guests. I do apologize on behalf of my staff and my business for the bad experience and will make sure to be more transparent with fees and damages being charged to guests in the future. The 50$ damage fee has been disputed and returned to the guest. Every situation is a learning experience, some better than others, I would like to offer the ********* family a complimentary/redemption weekend for the 2023 season if they choose to redeem the offer by contacting our office or by email ***************************** to set up there reservation.

  **** *******/GM/Owner