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:06/14/2023

  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.

  They cancelled my membership when I did nothing wrong. I complained to them that some of their host members are not following the rules by charging RVers more than the $20 donation their rules state. They refunded half of my membership fee and cancelled my membership. They say I used the membership but I didnt. I requested one stay but the host said that they charge a $30 fee for water hook-up. I let the host know that I would not need the reservation. I found another host in ** but they required ** to buy dinner for way more than $20. Their hosts are not following the rules, so I asked for a refund. If they were going to cancel my membership then they should have provided a full refund unless they were going to let me use the membership for half of the years membership.

  

  Business Response

  Date: 06/18/2023

  A full refund was issued on June 14, 2023.

• Initial Complaint

  Date:05/24/2023

  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.

  I subscribed last year to Boondockers Wellcome. I understand they are now Harvest Hosts. I never signed up for automatic renewal and that is what they are trying to do. I do not wish to renew my subscription. I can not find anywhere on their site to cancel. They have made two attempts to charge my credit card.

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Left a multiple message on their webpage and Harvest Host membership page to remove the automatic renewal of my credit card. I have never received a reply back. All I am asking is to remove the automatic renewal on my credit card. When you call, all you get is a chance to record a message and this is it. No live person to talk with.

  

  Business Response

  Date: 06/06/2023

  The refund was processed on May 15th.  When Mr. ******* initially reached out, he did not reply to our request for a reason for a refund and the request timed out.  Our customer service team reached out directly to him to resolve the issue.

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:05/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I am a member. Member #******. I went to a web site to cancel after they took money out today for 2023 (another year) we don't want another year because we don't travel anymore. Only used 3x's last year as we don't travel. I knew we couldn't cancel last year but DO NOT want another year. Just want a refund. Just taken out today.

  

  Business Response

  Date: 05/02/2023

  Thank you for reaching out.  Our customer service team had a direct dialogue and issued a refund the morning of May 1, 2023.

  Customer Answer

  Date: 05/12/2023

  Complaint has been corrected from Harvest Hosts

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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.

  Ever since HH has acquired *********** *******, they have treated hosts like second class citizens... yet they promised the would not.... I'm sick and tired of my support requests being repeatedly ignored, I'm sick and tired of HH not providing a UI way to edit our posts... they bought ** to shutdown their operations but are trying to pretend that they're on board with the vision... they're LIARS....

  

  Business Response

  Date: 04/28/2023

  The Company has been in frequent contact with Mr. ******** to resolve his issues and will continue to respond to his inquiries as long as he remains an active Host.  Sharing the details of his conversations in public is not appropriate as it contains extremely offensive language.  However, if the BBB would like to receive transcripts of his conversations with our team, we will share those offline.  We have nothing further to add at this time.

  Customer Answer

  Date: 04/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: it doesn't address the cause of the complaint and it's a cheap attempt to discredit me with ad homonym attacks... My complaint is valid and doesn't detract from the issue at hand... Since Harvest Hosts purchased *********** ******* it has severely crippled the usability of the site and continues to ignore requests for digital functionality to be restored from the previous website, including the ability for users to change their Listing Title, as well as users to change their default profile picture. Explicit language does NOTHING to detract from those facts... so try again.
  
  
  
  Regards,
  
  
  
  ****** ********

  

  Business Response

  Date: 05/02/2023

  We have no further comment.

  Customer Answer

  Date: 05/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:it's a non-answer and HH refuses to actually refute the facts. 
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:04/18/2023

  Type:Customer Service 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.

  Dear BBB,
  I am a member in good standing with Harvest Host hereinafter (HH). I contacted HH on several occasions regarding my out-of-pocket costs for staying at a host that HH suggested. HH offered me a free one-year membership valued at $139.00 however, I am out of pocket $674.00 through no fault of my own. I specifically asked HH to extend my membership for an equivalent amount of time to make up for my out-of-pocket expenses and HH refused. This is what occurred on February 25th, 2023.
  Harvest Host suggested an overnight stay at a Host. The Host is the Castle Glen Estates Farm and Winery hereinafter (CGEFW). CGEFW mandated a $22.50 parking and deposit fee. They did not respond to my request through the Harvest Host website and when I emailed them, they stated that I can only book an evening stay through their website. The website stated that the fee amount would be deducted from any purchase at the CGEFW. According to HH this practice by a host is violation of their agreement with the Host.
  
  Before, arriving to CGEFW, their directions lead us to a private road. You can read the reviews as I am not the first person that has ended up on this private road. When my rig could not back up on the private road, I had to knock on the door of a stranger Chris Adams for assistance. Mr. Adams said this happens all the time HH rigs end up on his property. After, he assisted us, and I venomed him $50.00 for damage my rig did to his yard.
  
  When we finally arrived at the CGEFW, the host greeted us saw our rig and did not indicate that there was any issue with the size of my rig. We were instructed by the host to park on the gravel path adjacent to CGEFW. While attempting to park and because of the rain, my rig became was stuck in mud, and I had to call a tow truck to assist and pull my rig out of the mudded grass. I incurred a $602.08 towing expense.
  
  After all that expense and in accordance with Harvest Host policy, we stayed overnight and even spent $186.62 at CGEFW and to add insult to injury, the winery did not even deduct the $22.50 from our bill.
  The total out of pocket expense for that evening cost me $674.58.
  
  My out-of-pocket expenses way exceed that amount of a year of HH membership, and I have no fault in this matter.
  Any and all receipts have been submitted to HH and are available for review.
  
  Lisa M. Golub-Gonzalez

  

  Business Response

  Date: 04/27/2023

  Harvest Hosts appreciates Ms. Golub-Gonzalez's outreach to Harvest Hosts customer support in March 2023 which ultimately was resolved through a phone conversation on April 6, 2023.  Harvest Hosts is an on-line booking platform and stay details, or interactions between users, are strictly between the Host and the Member, which is clearly outlined in our terms of use available at www.harvesthosts.com.  As agreed with Ms. Golub-Gonzalez, Harvest Hosts issued a one-year membership credit and reached out to the Host to ensure they were not charging an overnight parking fee with this clearly reflected on their Host profile.

  Customer Answer

  Date: 04/28/2023

  Complaint: 19949924
  
  
  
  I am rejecting this response because:
  
  The one year membership fee credit offered by HH is valued at $139.00. I am still at a loss of $535.00. There is no ability for me to resolve the issue with the host as suggested by HH because the host is also has damages to their neighboring property caused by my RV when I was stuck in the mud in the grass field.
  
  HH has the ability to make me whole by offering more than a one year membership credit since I am at no fault regarding this incident.

  Regards,
  
  
  
  Lisa Golub-Gonzalez

  

  Business Response

  Date: 04/28/2023

  Since Ms. Golub-Gonzalez agreed on April 6, 2023 via a phone call with our Company's CFO to the final next steps and resolution, we will provide further details here for the BBB to have more context and to explain why the Company will not reimburse her for towing.

  First, in our Terms of Use (*************************************/), we clearly explain in Section 4. Interaction with Other Users that the User, meaning Ms. Golub-Gonzalez, is solely responsible for interaction with Registered Users, meaning Hosts, and that the Company is not responsible for any liability incurred as the result of such interactions.

  Second, also in our Terms of Use, Section 7. Disclaimer of Warranties and Conditions, Cap on Liability, the Company is limited to the total amount Ms. Golub-Gonzalez paid to the Company one month prior to the act or $100.  Even though the Company has no liability related to this matter, we have provided a credit of $139 as a courtesy.

  Third, the Company is in the business of providing a online reservation platform.  We do not:

  1. Make recommendations for places to stay - this is entirely up to the Member

  2. We do not guarantee the weather - it might rain

  3. We do not guarantee the type of surface parking lot the hosts has - for example, a grassy field

  4. We cannot know how heavy a Member's RV might be - possibly between 13,000 and 30,000 pounds

  5. We cannot ensure that all of our Members consider weather conditions, parking surfaces, and the weight of their RV before making the decision to park

  As an analogy to online restaurant reservation systems, a person who makes a restaurant reservation through an online reservation platform, selects food that warns that it is not cooked (such as sushi), and becomes ill would not consider that the online reservation platform should reimburse them for medical bills.  The patron would look to the restaurant or simply consider making different choices in the future.

  As explained to, and agreed by, Ms. Golub-Gonzalez, we have complied with the terms of our verbal agreement in full.  We will not reimburse for towing an RV Ms. Golub-Gonzalez got stuck in the mud.

  Customer Answer

  Date: 04/30/2023

  Complaint: 19949924
  
  
  
  I am rejecting this response because:

  To address the 5 points made by HH,
  

  1) I agree that HH does in fact make recommendations for places to stay, that is how I found the winery on the HH website.

  2) I agree that HH can not guarantee the weather,

  3) I agree that HH can not guarantee surface conditions,
  

  4) HH does in fact state what the length of the rig should be for each host, in this case it was 49 feet in total, which I was in full compliance with and if HH wants to know the weight of my RV it is 13,000 pounds which is on the lower end for a rig of this size,
  

  5) I agree that HH can not ensure all the conditions regarding weather, parking, surfaces, as these things can change on a day to day basis.

  I am not sure of the relevance to these 5 points made by HH but I wanted to respond. 

  HH also makes a also restaurant analogy which is meritless. As an attorney, I know that if a patron
  becomes ill from the food served at a restaurant that restaurant and any platform that recommends the restaurant can be held jointly and severally liable for any and all medical bills incurred by the
  patron.
  

  Finally, HH states they will not reimburse for the towing expense which is why I am only requesting that my membership fees be waived for three years.

  Lisa M. Golub-Gonzalez
  

   

  
  
  
  
  Regards,
  
  
  
  Lisa Golub-gonzalez

• Initial Complaint

  Date:04/05/2023

  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.

  On April 4th, 2023, Harvest Host charged my credit card $99.00
  I never authorized this charge. I canceled the service and I had auto renew turned off. They sent no email prior to charging me. I am requesting they refund my money. When I had the service it was so bad, I never used it.

  

  Business Response

  Date: 04/05/2023

  We appreciate Ms. ******** reaching out.  She contacted our ticket desk 20 hours ago and received a cancelation and refund within two hours of her request.  

• Initial Complaint

  Date:03/30/2023

  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.

  I joined Harvest Hosts in 2021, but have never used it. I decided not to renew and went into the website a couple of months ago to see if there was an auto renew option
  I found it and unchecked this auto renew option .
  My credit card was charged anyhow on 2.22.23 for $99 - without my authorization.
  I just spent an hour on the Harvest Host website and there is no phone number for customer service; the information on renewals is very misleading and confusing.
  This appears to be a deliberate way to confuse customers and have auto-renewals enrich the Harvest Hosts business.
  I tried to leave a message on the website, but this appears to be pre-loaded with robot responses which cause further confusion.
  I would like to receive a credit for the renewal which I do not want and did not sign up for.

  

  Business Response

  Date: 04/01/2023

  We appreciate Mr. ******* reaching out to us via our online ticket system on March 30, 2023.  His annual membership renews on February 21 each year.  Our customer service team responded promptly and noted that we have a 30-day refund window, which he was outside of and was not eligible for a refund.  We provided options for him to transfer his membership or take advantage of the included discount program during the remaining term of his membership.  We also noted that since he subsequently selected to cancel auto-renew his membership will cancel on February 21, 2024 with no further charges.  Our phone contact information is associated with the credit card charge and displayed on the credit card statement.

  Customer Answer

  Date: 04/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  - i went into the Harvest Hosts website on February 3rd, before the renewal date, and selected the "do not auto-renew" option. The website workflow appears to be tricky and the HH company has not acknowledged that I took steps on the Feb 3rd date.

  I have attached the email showing I had to reset my password on this date at part of my effort to take these steps

  Harvest Hosts has ignored this and I have received follow up emails which suggest the process is indeed more complicated than I see on comparable travel service websites. 

  There is no phone number for customer service, which I find questionable from a customer standpoint. 
  
  
  
  Regards,
  
  
  
  ******* *******

  

  Business Response

  Date: 04/05/2023

  We appreciate Mr. *******'s outreach.  It appears there are two different issues at hand.  One is auto-renewal and the other is refund.  Members who turn off auto-renew are able to continue to receive the benefit of their membership through the end of the membership period.  Turning auto-renew off does not create a refund request.  A refund request must be requested separately within 30 days of the charge.  Our customer service phone number is also readily available via a quick Google search (see attached) and we respond to calls expeditiously.

  Customer Answer

  Date: 04/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: This is a waste of time. BBB does not appear to actually understand the issue and is simply a mail box.

  If BBB actually took the time to look at the customer complaints which I have made here, BBB would have understood that I unchecked auto-renew prior to the renewal date and not after.

  I will be sure to spread the word on my experience here as I travel the USA in my RV .I have been made aware of the issues others have encountered also.

  Sincerely
  
  
  
  ******* *******

  

  Business Response

  Date: 04/20/2023

  Our database records date and time stamps for all changes to a member’s account. This includes activities such as email and mailing address updates, password change dates, as well as billing updates.  Every change is recorded, so if an individual turns off auto renew, turns it back on, and then subsequently turns it off again, we would see three activities with associated date/time stamps. 
  

  We see the following for Mr. ******* (see attached for support):

  Subscription renewed: 21-Feb-2023 20:50:21

  Turned off automatic renewal: 29-Mar-2023 22:16:08

  Our database does not have any date/time stamp that Mr. ******* turned off auto renewal prior to the renewal date. 

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In March of 2022 I signed up for a year with Harvest Hosts.
  March of 2023 they charged my credit card for another year without notice.
  I have tried to seek cancellation but they do not respond to the online service they offer and in addition require answers to questions that are irrelevant to the request for cancellation. Customers should not be required to answer these questions in order to cancel their membership.
  I am requesting a refund of $79.

  

  Business Response

  Date: 04/01/2023

  We see Mr. ***** initially started three help sessions but never completed them to submit a ticket.  About 15 days ago, Mr. ***** completed a ticket in which a customer service agent canceled and refunded his account.  Mr. ***** also spoke to a customer service agent who sent Mr. ***** an email verification that his account was canceled and refunded. We do ask customers for cancelation reasons so we may improve our service offerings in the future.

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:03/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 have been trying to cancel our harvest host membership. When we login there is no tab to "cancel membership" The only way to communicate with them is via bot chat. I submitted a request months ago requesting for them to cancel and delete our account. It contains personal and credit card information. Our membership was suppose to cancel in March. However, they changed the cancellation date to April 15th.

  

  Business Response

  Date: 03/08/2023

  We appreciate Ms. ***** reaching out.  I've attached a screenshot of the tab to cancel membership.  It is located under the "Membership" tab, "Manage my Membership" selection. 

  Harvest Hosts offers multiple ways of contact, including online bot resolution, live agent chat, email, and phone.  We see that Ms. ***** started an online chat but never completed the bot questions which would have allowed her to reach a live agent and submit a request.  Because the questions were not completed, the chat timed out with no further action.  Additionally, one of our representatives reached out to Ms. ***** on September 28, 2022 to review an NPS submission and offered a free month of membership, hence extending the life of the membership by one free month.  We are also able to see that Ms. ***** chatted with another of our agents the morning of March 7, 2023, the same day the BBB complaint was filed.  Our agent told Ms. ***** she had access to her account until April 15, 2023 at which time it will cancel and not renew.

  Harvest Hosts also honors requests to delete account information.  This BBB complaint is the first request received from Ms. ***** and we will undertake the process.

  Customer Answer

  Date: 03/08/2023

  Hello: I was able to get HH phone number when I filed the complaint. I called them this morning and left a message.  I got an email stating they have cancelled our membership and deleted our credit card information. But she was no able to delete our account.  I believe every online company should allow customers to delete their account.  Oh well. At least most of my request was done.
  
  Thank you for your help. This was great.
  *********