ComplaintsforEquity Lifestyle Properties, Inc.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took out an annual contract at the Texoma Thousand Trails ** resort from 31 Jan 2023, and at the same time signed up for their membership, while at the resort. On Dec 1 2023 I emailed *********************************** the Office manager at the Texoma Thousand Trails resort and told her that we will not be renewing our contract, nor renewing our membership. I said we will take the ** out on 31 January 2024. She acknowledged receipt. At the end of January 2024 I moved the ** out of the park. I kept getting invoiced for 2024 membership. I talked to someone who called and explained that we will not be renewing our contract. Then over the months of February and March i kept getting calls from Thousand Trails membership to renew. On March 5th I emailed ********* again and reminded her of the email that we are not renewing our membership and that they must please stop calling and sending invoices. She told me to talk to membership, which I did. I still kept getting calls, so I emailed again on the website and told them to stop calling me and sending me emails. On Apr ***** received an email from ***** in ********* services stating that they will not cancel my membership until all dues that are owed are paid. I explained that I should not have had any dues owed because I cancelled my membership on Dec 1st 2023. Now on April 7th I am complaining about the way this business conducts itself, telling me that I now owe membership for **** Feb and March 2024, and if I dont pay by April 15th they will keep invoicing me every month (until forever). I emailed back and said that I would be willing to pay for the month of January ********************************* the park, but to remove the Feb and March dues.

  

  Business response

  04/15/2024

  Dear **************, thank you for contacting us regarding your Thousand Trails membership. It is our understanding that your membership has been cancelled with no remaining fees owed. Thank you again for contacting us.

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have along with My Husband and Daughter have been residents of this park since 2016 . At the time My Husband and I signed a contact agreement , we were promised an Heated Pool in which the pool is on both sides of the park. My side the west side has been filthy and not heated for the Past Month. I was promised that the issue would be resolved it is not. We have for the last 6 Months we have had issues with them heating the pool. You call the corporate office here in ***** and just get hung up on before you can leave a message. We The residents of this park need a heated pool and a Clean one at that which we are promised in the contract in which this office fails to provide. we are paying for something we are not getting which isn't fair .

  

  Business response

  04/16/2024

  Dear ****************, thank you for contacting us regarding **********************************. It is our understanding that while the community prospectus does not specify that the swimming pools are heated, ********* temperature ranges between ***** degrees when possible. The community management team is scheduling an appointment with the appropriate teams to inspect the pool heaters and order any necessary equipment to keep the pool heated more consistently. It is also our understanding that although the West side swimming pool heater was temporarily down to conserve gas while awaiting an appointment with the gas company, the pool remained operational for resident use and is currently fully heated, as is the East side pool. Finally, it is our understanding that the swimming pools are regularly skimmed to remove any leaves or debris that fall in. We regret any inconvenience caused during this time. Thank you again for contacting us. 

  Customer response

  04/17/2024

   
  Complaint: 21542846
  
  I am rejecting this response because: Continuality the pools are in poor working order and are Dirty. Managment and this company don't care .   Up until this company took over  the overall present of this park is filthy and never kept up to par. No one to speak to or calls the residents back from the owners of this park.
  
  Sincerely,
  
  *********************

  

  Business response

  04/19/2024

  Thank you again for contacting us. It is our understanding that management has discussed these concerns regarding pool cleanliness with the third-party vendor who services the community pools. The condition of ********* have recently been inspected and found to be thoroughly cleaned. The importance of maintaining cleanliness was emphasized with the pool servicing contractor. It is also our understanding that our management team does not have a record of you as a resident of **********************************. If you are living in the community but have not registered with the management office,please contact the office as soon as possible to apply for residency.

  Customer response

  04/22/2024

   
  Complaint: 21542846
  
  I am rejecting this response because:
  I have been a resident of this park since 2016 when me , My Husband and My Disabled Daughter have resided here.  Furthermore , In Regards to the cleaning of this whole park it is not done as it should be. When My Daughter or Husband asks about the pools we get an impression that the office is just their for the money and don't really give a c*** about this place. They always have an excuse as to why in our contract lawns for example aren't being mowed like they used to . the pool not being free of leaves daily by maItence person. Ther is no proper comunication as to the pools being serviced or whatever. Also, We have asked the office to speak to our next door  neighbor whom freely walks on our property and was taking photographs of My Bras being hung to dry on the inside of my house. The Only way she would have known is her just walking on our property. As well as Letting her Cats  do their business in my carport.  She has also talked very deragtory about all 3 of us. My Daughter is Highly Alergic to cats and she was asked for it to stop. Yet it continues. The Park really don't give a c*** about anything that goes on here! It's a shame! In 2016 it was a nice park now not so much. They need to do a robo call just like they do for other things to let the residents know about the pools again no one in the office cares. thanks
  Sincerely,
  
  *********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Me and my husband signed up for Thousand Trails in 2022 and at that time i could travel full time. I have since been struck with multiple medical conditions that have me in and out of the hospital with admissions. Multiple times this year alone. I contacted Thousand Trails and advised i needed to get out of the contract as i'm unable to travel any longer and provided all documentation necessary and they are refusing to let me out of contract. They asked for medical documentation and i provided, then they asked for a letter stating i wasn't able to travel anymore (i provided 2 letters) and they are still refusing - this is putting a huge financial burden on my family and i need to be able to focus on my health without this hanging over my head. Please help my family!

  

  Business response

  04/02/2024

  Dear **************, thank you for contacting us regarding your Thousand Trails membership. It is our understanding that our member services team is reviewing your request and will be reaching out to you shortly to discuss available solutions. Thank you!

• Initial Complaint

  03/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The pool area was disgusting. A lot of sharp edges to get cut on. Hate to be this way but aids is a blood borne pathogen an easy to spread.

  

  Business response

  03/07/2024

  Dear **************, thank you for contacting us regarding your recent stay. In order for us to look up your reservation and consider your request, please confirm which campground you stayed at, as well as the dates of your stay. Thank you! 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The park is ******************* "RESORT". Immediately upon arrival 1/6/2024 it was evident that certain amenities were not available or in disrepair. The mini golf was closed during my entire stay and one bathhouse was closed for 10 months and the other had a large hole in the ceiling that appeared to have mold. On 1/25/2024 the pool heater broke. Originally; the front office said that the heater would be replaced in a few days, so we were hopeful. As days passed the water temperature dropped in the pool to 60 degree and none of the guests could use the pool. On 2/13/24 the hot tub heater failed. On 2/16 I met with the property manager *********************************. ******************** was unable to give me any repair dates for the pool, hot tub or mini golf course. (At this point broken 3 weeks or more) I requested a refund and also followed up with an email to ******************** which I have attached. On Tuesday 2/20/24 we vacated Site 61 and notified the property manager that I would be calling the corporate office for a refund. I asked the front office staff for the contact info for the Equity Lifestyle **************** and was told that they could not provide that information and that I could find it on ******* I called ************** and also sent an email to ************************************************************ several times and never had a reply. To date ( more then 6 weeks) the pool, hot tub, mini golf and bathrooms remain in deplorable and unsafe conditions . This was supposed to we a "Resort" but it is only a dilapidated campground. We are retired, and my husband is Disable. We paid $4269.14 to do water aerobics , enjoy a daily hot tub, swim in a warm pool and at the least

  

  Business response

  03/12/2024

  Dear ****************, thank you for contacting us regarding your stay at Encore ***** Everglades. It is our understanding that although the resort swimming pool heater was temporarily down for repairs that have been completed as of 2/27,the pool remained operational for guest use. We regret any inconvenience caused by this repair which was met with some delays.
  
  It is also our understanding that no refunds will be offered for early check-out,per the resort policy. Finally, when you spoke with the management team at the resort, you mentioned that you may have to depart early for emergency back surgery. The management team explained that if you provide a doctors note for this surgery, they can credit the charge for your site to a hold on account to be used for a ***********. Please email the resort at ************************************************************ to provide a copy of your doctors note if you are interested in this offer.Thank you again for contacting us.

  Customer response

  03/14/2024

   
  Complaint: 21363506
  
  I am rejecting this response because while the pool remained open it was freezing cold. In fact 50 degree water could promote hypothermia therefore it was not usable. The pool was in disrepair for 32 days. The pool was not the only issue, the hot tub heater failed and was not repaired for 8 days. The conditions of the bathrooms were deplorable and unsafe.  The mini-golf was closed the entire stay. I needed the pool and hot tub for health reasons, for physical therapy and strength training.  After 4 weeks of not being able to use the amenities, my condition declined and I did need to leave for a spine procedure. I have attached the letter from my doctor.  I am entitled to a refund for the unused part of the stay.  I paid  to be at a "Resort Park" and not a "parking lot" .  The lack of amenities contributed to my physical decline. The ENTIRE reason why I  opted for a seasonal site was for a heated pool and hot tub during the 3 coldest months of the year. 
  
  Sincerely,
  
  *********************

  

  Business response

  03/22/2024

  Thank you again for contacting us and for providing this doctors note. Your payment has been processed as a hold on account credit. You may choose to credit this charge to a *********** with us or another Encore RV Resort. Again, we regret any inconvenience caused by this repair and any negative impact it may have had on your stay. 

  Customer response

  03/25/2024

   
  Complaint: 21363506
  
  I am rejecting this response because: I would prefer never to return to this park? A credit for use at Fiesta Key or ************ or ************* would be acceptable.  Additionally, I have not seen an invoice for the credit so I do not know if it is an acceptable amount. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to a 60 day late notice on my credit I have had two **** of America credit cards ( paid off credit cards 0 Balance closed immediately) I used cred for business as well! I have excellent 780 credit score with Experian. I lost $13,500 in available credit overnight do to this 60 late notice!I'm simply asking Thousand Trails correct this error with Transunion. I have disputed this with Transunion as well!1.We provided Durana proof ( ******* Wife and loan originator) made the payment Nov 3 2023 for Oct 16, 2023 bill. Intent was there and the payment was MADE...it was not applied correctly. All funds paid $239 on 11/3/23 over the phone with a rep, went to Membership dues and should have gone to loan. The intent to pay correctly was there!! Its should have been applied correctly thru Thousand Trails.2. NO 30 day late should not have ever happened. Same thing again, happen on Nov payment. Thousand Trails Applied payment incorrectly.Yes, I cosigned too BUT I NEVER was personally contacted via email or phone which both contact methods, which was available to Thousand Trail for this Late notice, or give me a opportunity to pay it as a cosigner WE REQUEST reversal on 60 late notice to Transunion on both my credit and my wife credit Correct the ************************************************************** has refused to correct this error. Called it a management decision? Who specially has the authorization to correct this matter at Thousand Trails and the staff would not provide a name, number or email to remedy.

  

  Business response

  01/30/2024

  Dear ****************, thank you for contacting us regarding your Thousand Trails membership. It is our understanding that you opted for a payment plan that involves both monthly dues payments and monthly loan payments. It is also our understanding that your account was reported as ******************************************************** which the credit card on file was declined. Please note, our member services team attempted to notify you that your credit card had been declined via phone and letter in an effort to bring your account current. At this time you have no outstanding payments owed. If you have any further questions regarding your payment elections,please contact our member services team. Thank you again for contacting us.

  

  Business response

  01/30/2024

  Dear ****************, thank you for contacting us regarding your Thousand Trails membership. It is our understanding that you opted for a payment plan that involves both monthly dues payments and monthly loan payments. It is also our understanding that your account was reported as ******************************************************** which the credit card on file was declined. Please note, our member services team attempted to notify you that your credit card had been declined via phone and letter in an effort to bring your account current. At this time you have no outstanding payments owed. If you have any further questions regarding your payment elections,please contact our member services team. Thank you again for contacting us.

  Customer response

  01/30/2024

   
  Complaint: 21162039
  
  I am rejecting this response because we did in fact make the Oct payment on Nov 3  with live operator/rep from Thousand Trails. They DID NOT allocate the payment to go toward the monthly payment...This payment would have stopped a 60 day late! The late payment as a error on Thousand Trails and we request that they correct it with Transunion credit agency.
  

  PLEASE reread my initial complaint/statement!!  It clarifies my complaint.
  
  Sincerely,
  
  ***************************

  

  Business response

  02/03/2024

  Thank you again for contacting us. It is our understanding that you have decided to take legal action regarding this matter and at this time, we are no longer able to help address your concerns.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had one of the worst experiences I would say of my life thank you Circle M for that. The staff is very unprofessional and inconsiderate. I took a camping vacation with my family that turned into a nightmare. We arrived to check into the campsite the night of 8/8/23. We did not make it in time to check in so they made us stay over night in the parking lot with our kids and our dog and they told us we could checkin in the morning. We had no problem with that. We then went to checkin that next morning and the assistant manager, ****** was rude and told us we can't check in until noon. She eventually told us we could go park down by the basketball courts until 12 but if we picked a spot we will be kicked out. She stated that the member lounge would be open at 9 where we could be in the ** and use the wifi for work which never opened. We then continued to wait by the basketball courts in the truck with the ** on for the kids and dog. By about 10:30 it was getting alil hot outside so we with back up to the office and let ****** the assistant manager that it was becoming hot could be just hook up our trailer to turn the ** she said "no rules are rules" we then continued to wait. By about 11 we went back up to the office and asked again could we just check its getting to hot to be sitting out there with the kids and dog and she seen the dog panting and she finally said we could go pick a spot. Once we picked a spot we dropped the trailer and got the kids and dog in the **. The dog wasn't calming down so we took him to right to the hospital. The animal hospital gave him oxygen did blood work xrays everything they could do to help him and our family dog PASSED AWAY!!!!! I really can't believe he's gone he was the best dog ever!! So innocent and he had to pay for the manager having able to meet an executive decision. I'm so disappointed in *****, ****** and **** for not being compassionate, humans. My family has been member for over 15 years. This family trip turned into a traumatizing memory instead of a good memory. We went into the office the next day to speak with the head manager, ******************* to let her know if the situation and how her on employeesBrenda and **** treated the situation and she showed no compassion either she said "She doesn't understand how the dog fits into all of this". We then reached out to the regional manager and he was the only one who treated us like humans, he told us that he doesn't understand why they didn't let us check in at 9 AM when we slept in the parking and he was going to address all of them. I would like to be reimbursed for my vet bills and membership for the year as we paid it and went for one day, we left and have not been camping for the rest of the season.

  

  Business response

  01/08/2024

  Dear ****************, thank you for contacting us regarding your stay at Thousand Trails Circle ** We are very sorry to hear about the loss of your pet and understand the impact it had on your trip. It is our understanding that you were informed by the onsite staff prior to your arrival that due to the after-hours policy at the campground, you would not be able to check into your site until the following day and therefore would not have electricity to power your vehicle. It is the responsibility of each guest to manage their comfort and that of their pets,and our onsite management team has confirmed that on the day of this incident,neither the heat nor humidity was excessive. Finally,it is our understanding that you have enjoyed substantial use of your membership prior to this event, staying a total of 138 nights over the past year. Therefore, our teams will not be processing a refund of the membership. Thank you again for contacting us. 

  Customer response

  01/08/2024

   
  Complaint: 21067467
  
  I am rejecting this response because:
  
  I did spend the night outside it was a cool night, the next morning I waited as long as we could and it was hot and I have recordings of the manager that day! After she saw the dog dying was when she tried to help which she didnt! And for the year that I paid I went camping one night in the campground, I am looking for reimbursement for this years payment and my dogs vet bill! 
  Sincerely,
  
  *************************

  

  Business response

  01/16/2024

  Thank you again for contacting us. It is our understanding that our member services team has processed a refund of your membership dues in the amount of $358.20. Please allow **** days for this refund to appear on your credit card statement. 

  Customer response

  01/16/2024

   
  Complaint: 21067467
  
  I am rejecting this response because: that is not the full amount that was paid for the year it was $705 membership and my friend is still being charged a monthly service fee, which she did not authorize on her credit card. I have not yet had a response to the vet fees
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have canceled this account twice. They refunded my first complaint but then upped my price and continued to charge monthly. I just realized they have been charging me for multiple months adding up to $659.63 since July. This is getting ridiculous. I just want this canceled, refunded and stop being charged.

  

  Business response

  12/28/2023

  Dear Mr. **** thank you for contacting us regarding your Thousand Trails membership. It is our understanding that our teams made an error when cancelling and refunding your membership in June, resulting in these additional charges. At this time, your membership has been cancelled with no remaining fees owed. Our member services team has processed a full refund of your membership as well. Please allow **** days for this refund to appear on your credit card statement. We apologize for any confusion during this time. Thank you again for contacting us.

  Customer response

  12/29/2023

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

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have lived in Holiday Village in **************** for 1 year and 2 months. In January 2022 we bought a **** mobile home. Soon after moving in we noticed considerable staining and discoloring in bathroom sinks, showers and toilet tanks. We had started experiencing gold/rust water and immediately decided to change out water heater ,($2000), thinking that was part of the problem. It didn't work. We have all plastic water piping in home so we contacted ******** about continuing water problems. She consulted the plumbing company and we were told there was a ***** connector on our end which we promptly changed, ($450), with no changing results. We then bought a whole house filter, ($425), and after a month the filter was bright orange with no relief from iron in water. Again, we contacted ******** the manager who was then authorized to have in ground piping changed. This has resulted in an even worse outcome. Our whole house filter is now only working for a week at a time, ($80 each filter), She had more testing done and the plumber said with our filters off, we are at **** iron content. They tested neighbors next door who are testing even higher. I have an iron overload condition called hemochromatosis. I cannot be in a situation that causes me more iron from my home water supply. 0.3 is barely advisable for iron in water, that is when you begin to see effects. Ours is 4 times the legal limit. Now ******** and the owners of Holiday Village are completely ignoring my calls and emails and just raised the rent come February another $56 a month. I truly hope this corporation who owns this doesn't treat their own family this way. Seems big corporations buy these places as a cash cow and treat people as a paycheck. Please, please do something. The people in here living their golden years deserve better!!

  

  Business response

  12/13/2023

  Dear **************, thank you for contacting us regarding Holiday Village. It is our understanding that the management team at your community has been receptive to your phone calls and speaks with you regularly about your concerns. It is also our understanding that the community manager has scheduled weekly calls to discuss any updates with you about the inspection of your home. Management arranged servicing of main line that was completed on Monday. It is our understanding that this has alleviated much of your concerns with your homesite. Should you have additional concerns, please do not hesitate to reach out to the community management team. Thank you again for contacting us. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: 10/132023 Total paid: $344.10 I paid for a one bedroom cabin with cable, air conditioning, clean linens, and grill to cook on. I made the reservation 2 months in advance. When we arrived, they did not have a one bedroom cabin with the amenities paid for. Instead, they tried to put us in a cabin with no bedroom. Then switched us to another one that had no working TV. Then switched us again to another cabin that had no AC, no clean linens and no grill. After an hour and a half and in the middle of the night They brought us a portable air condition, linens and a grill. The manager, *****, didn't know what amenities were included and originally denied us a grill. The air conditioner didn't work properly and when we got up the next morning, we noticed the linens were soiled and the grill was rusted out.It was a terrible experience, so we checked out.The manager attempted to blame us for them breaching the contract and is refusing to reimburse me.

  

  Business response

  10/26/2023

  Dear *********************, thank you for contacting us regarding your recent stay at Thousand Trails ****** Lake. It is our understanding that the onsite team at this campground made every effort to address your concerns during your stay. It is also our understanding that our member services team issued a full refund of $344.10 on Monday, October 23rd. Thank you again for contacting us.

  Customer response

  10/26/2023

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

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