ComplaintsforHarvest Hosts

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Initial Complaint
04/15/2024
Complaint Type:
Product Issues
Status:
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.
On April 3rd 2024 I purchased a yearly subscription to Harvest Host as a person to be looking for sites to stay. Harvest Host in print states they do have a 90 Day money back guarantee. That is NOT TRUE. As myself and my husband were looking at sites we notice they are off the beaten path and Boondocking is what you will be doing. Being new to the ** world we felt uncomfortable doing this at this time and realized this is not for us, Yet! Not that we are ?? out, just not now. I cancelled my membership and also emailed customer service. I get an automated email stating they will have someone reach out in a day or two. Then I hear nothing. I contact them again by email and ** told they are going to be out of the office from April 8th till the 11th. So I left another email about just looking for a refund and why. Then I find out my money came from Apple Pay so Harvest Host says thats a third party app and I have to get my refund from Apple. I do all Apple says and I get denied. Im confused is Apple not paying Harvest Host? Can Harvest Host not contact Apple. I would definitely stay clear of a company that is willing to take money, offer a 90 Day refund and within 2days do nothing when you have cancelled. They Dont try to help and just basically say oh well. Word of mouth is the best way to advertise and I will definitely be getting this out there full force. I just pray all new Rv people to the scene read this and it dont happen to you.
Business response
04/15/2024
We appreciate the opportunity to provide additional clarification regarding Apple in-app purchases. As detailed in our Terms of Service (*********************************************************), and excerpted below, any purchase made through Apple's App Store may only be refunded by Apple. This is Apple's policy and applies to all of the merchants/developers offering in-app purchases. The process to cancel an Apple in-app subscription purchase may be found at ************************************** .
"Service Subscription Fees for our Harvest Hosts and ********** mobile Applications. Where eligible for refunds, all purchases, including a purchase of a subscription, in connection with and through one of our Applications from an App Store will be exclusively processed by the applicable App Store. For purchases made through the Apple App Store, refunds will be processed exclusively by Apple in accordance with Apples refund policy, available at ****************************************. Please refer to the Apple refund policy for instructions on how to request a refund, or check the status of your refund. For purchases made through the ****** Play App Store, refunds will be processed exclusively by ****** in accordance with the ****** Play refund policy. The Company does not offer and will not process any refunds to you for your purchases in connection with and through any of our Applications, including any Service Subscription Fees."
Initial Complaint
03/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My annual membership was renewed without my approval. I had called last year when they renewed without my approval and paid them because they said it was too late. They told me they would take off the auto subscription. I even went as far as to change my credit card and they still charged me again There is no method to call them and speak to a person. Lame.
Business response
03/14/2024
We appreciate ****************** outreach. She both called (left voicemail) and emailed our **************** team on March 11, 2024 between 5:50 pm and 6:10 pm. Our **************** team member responded within an hour and refunded the recent charge. Our system automatically records all in-bound activity and we have no record of a voicemail from the prior year.
Initial Complaint
03/04/2024
Complaint Type:
Product Issues
Status:
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.
They failed to send email notifying me that my membership was up for renewal. They did this two years in a row before I realized what they were doing. My understanding is that legally, according to FTC, I should have been notified. I was notified this year nor the previous year. They have agreed to refund this year, as renewal date was recent, ut refuse to refund the previous year, even though they never notified me.
Business response
03/11/2024
When a customer signs up for services, as part of the sign up flow, customers actively acknowledge the subscription is renewed annually before proceeding to checkout. Additionally, the following language is provided in the second paragraph of our Terms of Use (************************************************):
IF YOU SUBSCRIBE TO THE SERVICES FOR A TERM (THE INITIAL TERM), THEN THE ***** WILL BE AUTOMATICALLY RENEWED FOR ADDITIONAL PERIODS OF THE SAME DURATION AS THE INITIAL TERM AT COMPANYS THEN-CURRENT FEE FOR SUCH SERVICES UNLESS YOU OPT OUT OF THE *****RENEWAL IN ACCORDANCE WITH SECTION 5 (AUTOMATIC RENEWAL) BELOW.
Attached is the customer's invoice detail noting the February 3, 2024 charge was refunded.
Customer response
03/11/2024
Complaint: 21383076

I am rejecting this response because:

Regards,

*****************************
Customer response
03/13/2024
from: ***************************** <*********************>
to: *****************************************
date: Mar 13, 2024, 12:08 PM
subject: Complaint ID: ********

Sorry, I could not find how to respond. Basically the business is more unscrupulous than I originally thought. If you will note the dates from their website, they have obviously made changes.The dates at the bottom of their website show the different dates. And obviously their information has been updated since I joined.
All of the information they say are proof-of their policies, I have never seen previously or previously signed.
I am guessing this is why there is now a Federal Law saying regardless of auto renewals, the consumer must be notified PRIOR to the renewal date. And from the sound of their response, they are admitting they did not do this:

*****: In February 2021, a new bill was filed that would regulate automatically renewing service contracts. It would require clear and conspicuous disclosures, reminders for customers in advance of renewal dates and procedures allowing customers to cancel using the same method used to sign up. Violations made as a result of an error, and in spite of compliance practices in place, would not be subject to liability under the proposed law. See ***** H.B. 2259.

Thank you-
*****************************
Business response
03/13/2024
Please refer to our prior response.
Customer response
03/14/2024
from: ***************************** <*********************>
to: *****************************************
date: Mar 13, 2024, 12:08 PM
subject: Complaint ID: ********
Sorry, I could not find how to respond. Basically the business is more unscrupulous than I originally thought. If you will note the dates from their website, they have obviously made changes.The dates at the bottom of their website show the different dates. And obviously their information has been updated since I joined.
All of the information they say are proof-of their policies, I have never seen previously or previously signed.
I am guessing this is why there is now a Federal Law saying regardless of auto renewals, the consumer must be notified PRIOR to the renewal date. And from the sound of their response, they are admitting they did not do this:

*****: In February 2021, a new bill was filed that would regulate automatically renewing service contracts. It would require clear and conspicuous disclosures, reminders for customers in advance of renewal dates and procedures allowing customers to cancel using the same method used to sign up. Violations made as a result of an error, and in spite of compliance practices in place, would not be subject to liability under the proposed law. See ***** H.B. 2259.

Thank you-

*****************************
Business response
03/14/2024
Please refer to our original response.
Customer response
03/14/2024
Complaint: 21383076

I am rejecting this response because:

Regards,

*****************************
Customer response
03/14/2024
Complaint: 21383076

I am rejecting this response because:

Regards,

*****************************
Customer response
03/15/2024
Harvest Hosts:

Please pay me the ***** you billed me incorrectly. Or please send your attorney name and address and we can continue that way. I know, its only *****, but lucky for me, we have attorneys in the family.

*****************************
Initial Complaint
02/12/2024
Complaint Type:
Billing Issues
Status:
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.
Hi,The credit card registered in my Harvest Host account, which I never used and didn't need anymore, was expired. I received numerous e-mails mentionning clearly that I would loose my subscription if I didn't update the payment method. I never updated the information because I did not want the system to automatically renew the subscription. Without my knowledge, the payment went through by automatically updating the expiration date by what they call an ************************ I never received a proof of transaction or any e-mails from Harvest Host that led me to believe the membership was renewed. I only received 4 general marketing e-mails after the transaction was charged on my card. These quotes are from e-mail I received before my card was charged on 18/04/23 29/1/23 "This is a reminder to update your payment method so that your membership doesn't expire!"28/2/23 "This is a friendly reminder to update your payment information so that your membership is able to renew when the time comes."15/04/23 "We just wanted to let you know that we tried to process your annual renewal subscription and the payment didn't go through.""You are currently grandfathered into your low annual fee, and if you renew your subscription before it expires, you can keep this low rate. But if you re-join after expiration, you will have to pay the current price. "18/4/23 "*******, don't lose access to your RV camping locations!""We noticed your payment method on file needs updating. It only takes a minute and ensures you keep access to amazing RV camping experiences. Updating also maintains your special low rate, which could go up if there's any interruption in your membership status. ""Please note that this link is valid for 5 days only.Don't lose access to thousands of RV camping opportunities and $700 of member benefits! "I want a full refund of 99$ USD.
Business response
03/11/2024
Thank you for reaching out. The customer is inquiring about a charge from April 15, 2023 for which she did not reach out to our customer service team until February 8, 2024. Because the customer had access to subscription services for nearly 10 out of 12 months, no refund was or will be issued.
Customer response
03/11/2024
Complaint: 21280924

I am rejecting this response because: I cannot reach out to Harvest ********************* about a transaction that I don't know it even exists. It's during our annual personnal budget revision that this transactions was discovered. A transaction receipt or confirmation or any e-mail mentionning or insinuating that my subscription was renewed would have enough for me to realize that my card was charged and to call customer service for a refund. Have a look into my account: your services were used once to book a stay at **************** 06/11/2022. Don't pretend I used your services for 10 months without even knowing my subscription was renewed.

I insist on the fact the I never accepted that you charge my credit card again and I was never presented to the fact you did it even so.

Regards,

*****************************
Business response
03/12/2024
Our customer service team is fully available via ******************************* or online chat. Individuals also have the option to cancel auto-renewal via their online account - see screenshot attached. Additionally, whether the application was used or not, the application was fully available for use. No refund will be issued as previously noted.
Customer response
03/12/2024
Complaint: 21280924

I am rejecting this response because: I cannot engage any procedure to cancel a membership or a renewal if I am not made aware that you have renewed my membership without my consent. I received numerous e-mails mentionning that my membership would not be renewed if my credit card information if is updated. I did not receive any communications that my card was charged or that my subsciption was renewed.

Regards,

*****************************
Business response
03/21/2024
See the requested information attached which includes a (i) screenshot of the receipt email sent on 4-18-23; (ii) detailed copy of the email - I had to forward the copy previously sent to the complainant to myself to obtain the full detail, which is why it is addressed to me; and (iii) the email history log. As noted in prior correspondence, our third party billing software (Chargebee), in conjunction with our third party credit card processor (Braintree) uses an industry standard account updater service during the ******* process. This is a standard practice for recurring services - here is an explainer if you are interested: ***************************************************************************************************; If an initial credit card charge fails due to a card expiration, the ******* service looks for account updater information during the next attempt. Please reach out if you have any further questions.
Customer response
03/21/2024
Complaint: 21280924

I am rejecting this response because: I can see now the hidden "Payment was successful" hidden at the complete bottom of an e-mail sent the same day as a "*******, don't lose access to your RV camping locations!". Subject doesn't mention a payment or renewal and the body of the message full of general photos clearly doesn't indicate that this e-mail is a proof of payment. I need to scroll four full ************ of unrelated content before I can see it. Your techniques are clearly fraudulent. The e-mails about updating my payment method were repetitive, clear and incitative. I want a refund and you're making it so complicated.

Regards,

*****************************
Initial Complaint
01/31/2024
Complaint Type:
Product Issues
Status:
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.
I had requested stay at two different Hosts three weeks in advance. My requested date was open at the time of my request.. I had no response at all. When I went back to the request site, the dates were blacked out.. I am very angry that they have so little integrity that they could not contact me that they were not open to that date. I had actually contacted them twice. No response. If thats the best your hosts can do. I will Not be dealing with you in the future. Totally Unacceptable!!! I suggest that you remind your Hosts that a basic courtesy exists in BOTH directions. Totally Unacceptable. Thank you
Business response
02/09/2024
We are sorry you've experienced non-responsive hosts. We have over ***** small business hosts, ***** peer-to-peer hosts, and 400 golf courses in our program and each host manages their own calendar, including responding to stay requests. Please reach out to ******************************* to let them know about your experience and they can research the host(s), flag the issue, and provide alternate hosts along your route.
Initial Complaint
01/30/2024
Complaint Type:
Billing Issues
Status:
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.
I cancelled membership with HH in mid 2022 via their web site . I was charged in Dec 2022 for 2023 membership which I didn't catch so this charge I'm not disputing thats my fault for not catching . On December 22nd 2023 my credit card was charged ***** for membership due for 2024 year . My billing cycle ends on the 19th therefore I didn't get my statement until after January the 19th. I cancelled the membership again via Harvest Host website and messaged via messagner on website requesting refund and to close my account as to not be charged addition charges ***** message was from ****** and was informed wasn't available to get a refund because was passed 30 days from charge when I cancelled I explained that I had cancelled in 2022 and shouldn't have not been charged for 2023 nor 2024 . Message from ***** stated that I had missed the deadline of 30 days and didn't qualify for a refund . There is 11 month of my membership and I don't wish to transfer to anyone else as there suggested nor due i wish to keep as i have sold my camper and no longer need the service they offer. There was 30 days that passed before I received my statement and noticed the charge . I cancelled and messaged them the day I received my credit card statement and noticed the charge for the 2024 dues . I would like to see if you could help me in getting my refund and cancel my account so as not to be charged again at end of this year . There is no way to cancel credit card on their web site only to edit which let's you add a new card . Thanks for your time
Business response
02/28/2024
We appreciate ************************** outreach. We keep electronic records of cancellations and have no record that she attempted to cancel in 2023. Please see the attached conversation between ********************** and our customer service team detailing the request and resolution. Also see the attached electronic records noting ************************** actual cancellation date she initiated online, which was several days after her most recent renewal. ************************** request for a refund was outside our terms of use and no refund was granted.
Initial Complaint
09/18/2023
Complaint Type:
Service or Repair Issues
Status:
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.
We spoke to a HH rep in 2022 and informed them we wanted to cancel our membership. At that time it was too late to cancel but ******* said she would note in our file not to renew our membership in 2023. Our July 2023, our **** statement showed a charge of $99 for a renewal. We contacted HH via their message link and communicated with *******. He reiterated that it was too late to cancel and there was nothing in our record to cancel our membership or the conversation in 2022. We're hoping by registering a complaint with the BBB that we can get some resolution. Our next step is to contact **** and dispute the charge.
Business response
10/12/2023
We appreciate ************ reaching out. I've attached a full copy of **************** subscription activity. Of note, we can see he signed up for membership on June 25, 2021. Later that fall, in November 2021, he received a notice that the credit card on file was expiring. On March 8, 2022, shortly before his annual renewal, ************ provided an updated credit card and was then billed for his annual renewal on June 25, 2022. Given that ************ provided an updated credit card shortly before renewal it appears the intent was to renew. We do log all calls and tickets and are unable to locate any communication in 2022 from ****************. Additionally, when a customer contacts our team to cancel their upcoming renewal, it is set directly to non-renewing during the conversation, rather than adding a note to the file. Finally, we see ************ contacted our customer service team on August 26, 2023, over 60 days after the subscription renewal to request a refund. Because ************ had access to and the ability to use the subscribed products for 60+ days, no refund was or will be issued.
Initial Complaint
08/29/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I cancelled Harvest Hosts when I sold my RV 6 months ago. They still took the annual fee from my credit card ,as of today.
Customer response
08/29/2023
Harvest Hosts called me quickly after I filed complaint. They refunded my membership fee and apologized. I am satisfied with the quick resolution. Thank you BBB.
*********************
Customer response
08/30/2023
Thanks
Initial Complaint
08/21/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I subscribed to an online camping reservation a year ago, used the service once. It was not for us. It was then auto-renewed on June 18, 2023 $134.38 without my consent. I contacted the company to cancel the membership when I noticed the charge on my credit card. I noticed recently they did not reimburse my credit card. I contacted them several times since. They have no record of my request and now refuse to reimburse me. They suggested transferring the membership. I would not want to transfer the membership when I have received poor service. I have also written them to remove my credit card information from the site and am waiting on a response. I want reimbursement and my information deleted from their site.
Business response
08/29/2023
We appreciate ****************** reaching out.
Our terms of use (************************************************) clearly states in the second paragraph, IF YOU SUBSCRIBE TO THE SERVICES FOR A TERM (THE INITIAL TERM), THEN THE ***** WILL BE AUTOMATICALLY RENEWED FOR ADDITIONAL PERIODS OF THE SAME DURATION AS THE INITIAL TERM AT COMPANYS THEN-CURRENT FEE FOR SUCH SERVICES UNLESS YOU OPT OUT OF THE *****RENEWAL IN ACCORDANCE WITH SECTION 5 (AUTOMATIC RENEWAL) BELOW.
In addition, there is an acknowledgement the member must check when first signing up for the subscription that they acknowledge the subscription is set to auto-renew. At any time, a member may login to their account and set the subscription to non-auto-renew/cancel.
********************** membership renewed on June 18, 2023. Harvest Hosts' customer service system has an automatic logging system, so any attempt at outreach via chat, email, or phone call is date and time stamped. His first outreach occurred nearly 60 days after the renewal on August 16, 2023. Because he had access to use the membership for two months post-renewal, no refund was or shall be issued.
Customer response
08/30/2023
Complaint: 20497596

I am rejecting this response because: I did reach out to Harvest Hosts as soon as I noticed an charge on my card, not only a charge but an increase in the annual rate. I looked for where I would have automatically agreed to renewal and could not locate it. I tried logging in again as a new member and did see a button, clicked it and then it went away. Tried to locate it again to change it and could not find it. I am not sure what happened to my initial cancellation. But I did log in and cancelled my membership.. When I noticed my card was not reimbursed, I communicated again with Harvest Hosts. I know my timelines because I check my credit card weekly. I simply used the service once over a year ago and it was not for us, because our camper does not work well with Harvest Hosts. We need public washrooms to camp and need to drain our water from our sink because we do not have a grey water tank. I am respectfully requesting a reimbursement.

Regards,

*****************************
Business response
08/30/2023
I have attached several files for the BBB's review. First, I have included all activity on ********************** account which shows the subscription was renewed on June 18, 2023 for $99 USD. Second, ****************** received an email, also on June 18, 2023 titled "We're happy to have you as a Member!" with "your payment was successful" information at the bottom showing the charge and date. I provided a reprint of the email which I forwarded to myself. Third, ****************** logged into his account and turned off auto-renew on July 5, 2023 for which I have provided a log of events. Fourth, the first year rate reflected a first year coupon of 15% off the $99 rate bring the charge to $84.15. Subsequent years renew at the non-discounted rate. I've included a screenshot of the billing history.
As mentioned previously, ****************** did not reach out to customer service until nearly 60 days after the subscription renewed, significantly past a reasonable period to request a refund.
Customer response
08/31/2023
Complaint: 20497596

I am rejecting this response because: first I am ******************. Why will you not return my funds. In my experience the camping community has always been polite, helpful, courteous, this has not been my experience with Harvest Host. I dont understand why you are digging in and not being helpful. Who knows what my future brings and what style of camper we will upgrade to. My husband and I are very unsatisfied customers. Of course I clinched to not auto new. I also checked and could not remove my credit card information after my card was charged. You are holding my information without my consent. I want a refund and be done with all of this back and forth. I want a refund so that I can use the funds for a better purpose. Perhaps donate to a school to assist in ensuring children have school supplies. All that I know is that I tried to cancel my membership, I was on your website, I did not ever intend to renew the membership, your system glitched! It can happen. Over all I am very disappointed about the lack of customer services and good faith. I am still requesting a refund.

Regards,

*****************************
Customer response
09/08/2023
A very disappointing outcome and I do hope other ********* are not taken advantage of by the Harvest Host, an ******** Owned Company. I am ok with sharing my information with anyone who needs it. A very valuable ****** learned.
Initial Complaint
08/16/2023
Complaint Type:
Order Issues
Status:
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.
Scam company. Kept sending me emails to sign up to Harvest Hosts. What they don't tell you is that you do not get access to all properties. Only after I paid do they tell you that to access to more locations I have to pay $50 more.

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