Complaints

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• Initial Complaint

  Date:04/10/2024

  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.

  I reserved & paid in full for a 1 week tent site and within five minutes of making my reservation I received a phone call from the office, asking me if I had a tent and telling me that I cannot sleep in my vehicle at this location. I do have a tent, that is why I reserved a tent site to camp in. The KOA office continued to harass me a total of three times, asking me if I had a tent and telling me the same thing that I am not allowed to sleep in my vehicle. Considering there is a large storm in the forecast, I did ask if the weather was blowing my tent down if it would be acceptable at that point to take shelter in my vehicle, they told me absolutely not that is against the rules! It was extremely assumptive and offensive behavior for them to contact me on several occasions asking if I had a tent. After I arrived and stayed for one night, the office told me that jealous guests started to call the office stating that it is not fair for me to have my service dog accompany me to the restroom while other guests animals are not allowed to. Due to this, I received a call from KOA Office stating that my registered service dog was no longer allowed to accompany me because other guests were getting jealous and that the owner would not allow special permissions for my service animal. My service dog has saved my life in the past, and it is necessary that he is with me 100% of the time. Due to my life-threatening medical condition, I was forced to leave the KOA so that I could continue to have my service dog accompany me in the event that I suffer a medical episode. This location is avoiding New Mexico State Law SB320, and the Federal Laws that myself and my service dog are protected under. I have stayed at other KOA campgrounds, and have never encountered this problem before! This is a safety and health risk! For the owner to follow guest requests of what they think is fair or not, is absolutely absurd! The owner should follow the regulations and laws of this country!

  Business Response

  Date: 05/01/2024

  The guest was called to verify that she had a tent because we can get shut down for people sleeping in their vehicle. She was told that we do not allow any animals in the building and that is why I meet them outside and help them so that there is no issue. We did get complaints from other guests about the dog being in the restroom and a lady inform me that she is allergic to dogs and she needed to use the showers but was afraid to go in and have a reaction. REMOVEDsaid that beings that her dog could not go to the restroom with her that she would be leaving, we did not tell her to leave, she decided to leave. She was given a refund and has not been contacted by anyone since she departed.

  Customer Answer

  Date: 05/04/2024

  Complaint: REMOVED
  
  
  
  I am rejecting this response because I was directly told that other guests were becoming jealous that my trained service dog could accompany me into public areas which their pets were not allowed to enter.  I was told word for word “you can not take your dog into the restroom, if this is unacceptable to you then you can leave the campground”  this unlawful request caused me to vacate the campground immediately due to safety risk for myself.  I have proof of these facts.  I am also requesting refund for the day I paid for that was not refunded as I only stayed an approximate 14 hours from my late night arrival to next day departure (what was a fully paid week vacation) and I was hassled by management and owners from the moment I arrived.  I feel I have been discriminated against.

  
  
  
  
  
  
  
  Regards,
  
  
  
  REMOVED 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]