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:06/18/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  On June 5, 2024, I paid a $1,400 deposit directly to **** *******, owner of Beaver Meadows Resort and Ranch, for a group trip planned a year later September 2025. I canceled the trip on April 25, 2025five months in advanceand **** acknowledged the cancellation and confirmed in writing (via email and ******** messages) that a full refund would be issued by the end of ****** of mid-June, I have still not received the refund. **** stopped responding to my messages, and despite multiple requests, has not provided any proof that a refund check was ever issuedno picture of the check, no tracking info, nothing.**** called me and said she would only send the $1,400 refund if I removed the review. I also received a text from their bookkeeper stating, per the owner, that they won't reissue the check unless the TripAdvisor review is removed as well.I find this behavior unethical and deeply concerning. I have full documentation of the deposit and all correspondence. Im hoping you can help me retrieve my $1400 back for a trip i cancelled 5 months in advance and received an email and FB messenger post saying she would send it.

  Business Response

  Date: 06/19/2025

  Were saddened and disappointed by the false and misleading statements recently shared online by ***** ********* (@*************).
  Over the past decade, our owners have shown ***** and her family incredible kindness covering hotel stays during a personal tragedy, paying for her parents dream vacation to ******, providing ongoing lodging discounts, and supporting her small business by featuring her merchandise in our gift shop. When her products didnt sell, our owners personally purchased them and donated them to a childrens hospital all out of friendship and goodwill.
  In June 2024, ***** requested a four-night stay at the ranch. Because the owners considered her a friend, she was given a 50% discount and allowed to pay only half upfront  a personal courtesy well outside our standard policies.
  
  Nearly a year later, she canceled and requested a refund.
  Our cancellation policy states:
  
  If a reservation is canceled more than 7 days after booking and more than 60 days before arrival, 50% of the total is refundable, minus a $25 cancellation fee.
  Because she had only paid a 50% deposit and canceled long after the booking window, she was not entitled to a refund.
  Still, our owners made an exception again and approved a full refund by check, even though there was no obligation to do so.
  Rather than following up to check the status of the refund, ***** chose to threaten us with posting negative reviews across all social media platforms and then proceeded to do so. This is extremely disappointing, especially considering the decade of trust, generosity, and friendship she has received from our team.
  At Beaver Meadows Resort Ranch, we stand by the truth, our policies, and the values weve built our business on. We are proud of our long-standing reputation for integrity, hospitality, and service to our guests and community and we will continue to protect that.
  Bianca A - Guest Relations Manager
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/21/2025

  
  Additionally, both a ******** message and an email from **** clearly state I would receive the $1,400 by the end of May. That has not happened.
  
  Regarding the gift shop items, I understand this may fall outside the scope of what BBB handles. However, I do want to note that she still has approximately $1,700 worth of my items, and I am praying she will return the remainder, as some were only partially sent back (not to a childrens hospital, as she claimed).
  
  Thank you again for your time and assistance in helping me resolve this situation. I appreciate your continued attention and hope this matter can be brought to a fair resolution.
  
  Sincerely,
  Shyla Contreras 
  ************

  Customer Answer

  Date: 06/21/2025

  I'm sorry, I accidentally attached the wrong letter on here.   This is the letter she receive via certified mail.  

  Customer Answer

  Date: 06/21/2025

  In this video recording, Ms. ******* can be heard stating that she would return my money if I took down the review I had posted about her business. I have a second video showing that I did, in fact, take the review downyet to this day, I have not received any refund or additional payment as promised.
  Ms. ******* had my handmade wooden inventory and gift shop items for over a year. I received only one check during that time. Per our verbal agreement, she and/or her staff were to take monthly inventory and issue payments for sold items. Despite ongoing communication, I was given numerous excuses over many months as to why inventory wasnt taken and why payments werent sent.
  January 15, 2024
  Initial Zoom meeting initiated via ******** message to discuss placing my handmade gift shop items, wedding samples, and marketing brochures in her shop.
  February 10, 2024 & July 15, 2024
  Shipped packages including:
  Gift shop inventory (handmade items)
  Display stands
  Wedding brochures
  Wedding product samples for client display
  Verbal/Message Agreement
  
  **** was to:
  Photograph wedding samples in April and again in winter
  Share/tag me in those photos for promotional use
  Display and sell my items within the gift shop
  Track inventory and remit payments from sold items monthly
  
  December 13, 2024
  Received only one Zelle payment of $375.77
  Excuses & Delays Provided by ************************************* 18, 2024: Renovation in progress, expected to be done in 10 days
  May 3, 2024: Gift shop "almost done"
  June 3, 2024: Claimed front desk would start monthly inventory tracking
  August 3, 2024: Claimed GM had a motorcycle accident and lost inventory sheet
  September 19, 2024: Fire on property, mail disruption, **** and her mother both reportedly sick
  October 28, 2024: Claimed accountant was sick
  November 7, 2024: Claimed accountant quit, then mentioned being on vacation and unable to locate some of the inventory
  
  Outstanding Issues:
  Wedding sample photos were never taken or shared as agreed
  Gift shop items were reportedly not displayed for months
  Inventory and sales tracking has been inconsistent or absent
  Additional payments (if items were sold) have not been received
  No accountability for the current status of my inventory
  6/20- I paid to have my gift shop items sent back via Fedex.  Only partial items have been sent back.  I'm missing $1712.26 worth of gift shop items.

  Customer Answer

  Date: 06/21/2025

  The attached text were sent to me on 6/16 from her bookkeeper ***** saying he had cut the $1400 security deposit and send it registered mail if I took the review from tripadvisor down.  They are only willing to give me my security deposit back if I take down the reviews.  :( 

  Customer Answer

  Date: 07/07/2025

  from: ***** ********* <********************************> via ******************************** 
  to: Better Business Bureau <*************************************************************************>
  date: Jul 4, 2025, 8:44 AM
  subject: Re: You have a New Message from BBB Regarding Complaint #********

  To Whom It May Concern,
  I am writing to follow up on a formal complaint against Beaver Meadows Resort & Ranch, located in *****************, *********
  On June 5, 2024, I paid a $1,400 deposit to Beaver Meadows Resort to reserve accommodations for a group event scheduled for September 2025. Due to unforeseen circumstances, the event was canceled with more than five months notice. Despite their verbal and written assurances that my deposit would be returned, the resort has failed to issue a refund.
  I have documentationincluding emails, texts, and video recordingclearly showing that they agreed to return my deposit by the end of May 2025. However, the resort later stated that the refund was conditional upon me removing a factual review (I have video evidence of this) I had posted on social media. This behavior is both unethical and coercive. Public reviews are a legally protected form of speech, especially when they are factual and do not contain false or defamatory content.
  To date, the resort:
  Has kept my $1,400 despite written commitments to refund it.
  Changed the terms after the cancellation, demanding I remove an honest review before they issue my refund.
  Has not returned my property related to a separate consignment agreement, which I also have documented.
  This situation has caused both financial loss and emotional stress, and I believe it represents deceptive and retaliatory business practices. I am seeking the immediate return of my $1,400 deposit as originally promised, without conditions. I am prepared to escalate this matter legally if necessary, but I hope the BBBs involvement can lead to a prompt and fair resolution.
  Thank you for your time and assistance. I have provided supporting documentation within the BBB website for your review.  
  Kind Regards,
  
  ***** *********
  Chief of Joyful Things
  
  Mobile: **************
  Email: ********************************
  Shops: **********************
  *************************
  

  
  

• Initial Complaint

  Date:06/11/2024

  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.

  On the 2nd night of our stay we found 3 bugs in my daughters bed. Upon further investigation we found another 3 on the curtain and wall in that bedroom and 3 more down in the living room on the wall/ceiling. I reached out to my brother who was staying in the condo next to mine and he advised I call the emergency phone number, ************. Which I did and it went straight to voicemail. I hung up and called back again and left a voicemail to call me as we have found bugs in our condo and left my name and phone number. I called once more to see if someone would answer and no one did, nor did I receive a call back. The time of all this was around 12am June 1/June 2. Very upsetting way to end the night of my birthday. Thankfully with my brother staying next door he was able to let my daughters and I stay with him and his family in their condo as they had not seen any bugs in their unit. My sister who was getting married at the resort on Sunday afternoon text the owner ****, who replied they were not bed bugs but mountain bugs that do not like being inside. I talked to Young, the general manager, and he was trying to help calm me saying they would have the bugs examined to see what they were as it was to be reported to the government. But they never asked for the bugs we had and I met **** by the wedding venue and she repeatedly kept telling me they were not bed bugs but mountain bugs that don't like to be inside. I stated we would have them examined and find out. They did give me a new condo for the last night of my stay. Upon returning home we have reached out to a bed bug expert and an exterminator both said the bugs we found were in fact bed bugs in our unit. I have emailed the resort and have nor received any response.

  Business Response

  Date: 07/17/2024

  I did respond to the guest, please see attached email.

  Our ************************ inspected the unit and reviewed all the pictures and confirmed there were no bed bugs in the unit.

  Customer Answer

  Date: 07/21/2024

  I am not satisfied but would like to just call it a day on this complaint.  She is rude but did refund me a small portion so will deal with that. I just hope no one else should have the same experience or worse get bitten by bed bugs or take them home with them.

  Customer Answer

  Date: 07/21/2024

  Complaint: 21834318
  
  I am rejecting this response because:

  I do not agree with **** but would like to just close this out as I am really over her and would like to move on and forget this experience. I hope no one else should have the same experience as my daughters and I did.

  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/08/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Contract was made 4 months after initial deposit was made. Contract stated 7 days to cancel and receive full refund amount. Owner stated 2-3 weeks to receive refund and that has not happened after 6 weeks. Made numerous contacts to the owner and was told to wait and wait. Still haven’t received a check for the refund.