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:09/16/2024

  Type:Product 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.

  I have a $200 gift card that I can no longer use because the business suddenly went under. They did not notify me of their sudden closure. I contacted them for a refund and received no reply. Its been MONTHS.

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Tentrr Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:03/26/2024

  Type:Billing 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.

  I have tried to use Tentrr for the past few months after paying over $800 for a year subscription and the sites are down. The app doesnt work. And no one can help in customer service. I asked for a refund and they refused and yet they cant provide me with a service.

  Customer Answer

  Date: 04/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Tentrr Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:02/21/2024

  Type:Product 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.

  I bought a Tentrr State Park flex pass in November. I have one year to activate it and use for one year from action date to use it to camp in participating state parks. I tried to activate it today and the website and all phone number to reach them are completely unreachable. They took my money and ran. Noone replies to emails anymore either.

• Initial Complaint

  Date:02/05/2024

  Type:Product 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.

  I booked this on Booking.com and was told I had to go through Tentrr for my refund. I've called a number of times with no response. I've also emailed with no response. Confirmation number: ********** PIN: ************************* Signature Site - The Dog House Sat, Sep 21, 2024 - Sun, Sep 22, 2024 Check-in: from 15:00 Check-out: until 11:00 Property address **********, *****, ** ************************

  Customer Answer

  Date: 03/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Tentrr Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:01/26/2024

  Type:Product 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.

  TENTRR, owes me over $100 from multiple stays. I have been a member with them since Mar of 2023. After every stay I have to call and email once a week about non payment. I do not recommened this company at all. As of now my login info has been disabled as well as their contact info.

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Tentrr Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair 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.

  Notice all other reviews left match this one as well. Meaning Tentrr you have quite the history that will serve our case. Tentrr is a lie from the beginning They do not provide contractors. They ask the partner to find one tho its the service they sell. They do not install tent sites on time.They send you broken items tho youve paid for new items. They refuse to replace broken items.They direct you to their online store to purchase new or used items.If they issue a credit for a broken item said broken item is no longer sold in their online store.They do not pay partners out on time. They make you ask for it while they spend your capital. Weve asked them to come pick up their sites (we spent $15k) bc theyve never marketed us & within the last year weve only had 3 bookings totalling $460. Their numbers were fabricated & they ignore partners. They pass the buck until they can tell you oh sorry youve reached the threshold on contract days etc etc We are heading to court with tentrr & have located the owners contact tho he does try extremely hard to keep that secret. - *****************, **************

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Tentrr Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************

  i also emailed you, ** BBB. Please add the response here. 

  
  

• Initial Complaint

  Date:11/07/2023

  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.

  Basically, We purchased a signature site from Tentrr and accepted bookings. After preparing the site and having the guests stay - weve yet to be paid our earnings from Tentrr. These unpaid earnings go back months. I sent an email and placed a phone call in which Tentrr stated the earnings would be in my account with ***** days and blamed it on tech issues. During my first conversation they stated that they have so many bookings that when they process them- it times out essentially leaving some of us out of being paid. After waiting over the ***** days, we still werent paid and I contacted them again. SAME STORY! They said sorry again and stated in another email how they would prioritize my payout. Ridiculous. Huge red flag and warning to others doing business with them. Also, they filed bankruptcy in 2023.

  Business Response

  Date: 11/09/2023

  Dear ****,

  We are so sorry to hear that you were impacted by the payout issues we've had throughout this camping season. We are aware of how terrible this issue is and we are working diligently to correct it. We have made sure that any missing payments were processed to your account! There were two reservations that needed payouts and that is in transit to your bank, ETA to settle into your account is 11/10/23. 

  We have will continue to communicate with our hosts and update dashboards as we work towards a resolution. We are confident this will be resolved before the end of the year and will have no impact to the next peak camping season. 

  As we have previously communicated, this issue has not been connected to Tentrr filing a subchapter 5 (restructure) earlier this year. Unfortunately, we have been faced with some system bandwidth issues as we encountered more reservations this year than years past. We can definitely understand the concern, and perhaps alarm, with both issues taking place in the same year. 

  We appreciate your partnership! Thank you for giving us the opportunity to resolve your concerns.

  Sincerely, 

  Tentrr

• Initial Complaint

  Date:09/22/2023

  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.

  This organization from day 1, they sent me old, used, broken gear that wasn't suitable for public consumption and dangerous. The agreement was for new gear. They then fought with me to exchange it for what I originally purchased. They never sent what was promised when all was said and done in the end. They lied about me owning the gear I purchased. They even explained to me how to remove their badges when our relationship ended. It has been nothing but problems. At one point they put a pin on the map for campers to locate the general area where they will be staying. The pin ended up on my neighbors house. I kindly asked them to have it removed and ** argued with me for 30 minutes. When I told his boss about his behavior, ******** claimed she didn't have the bandwidth to listen to the call. Another point of contention was when trying to get campers to their site safely, they refused to address the issue of campers getting lost, which is a dangerous act in rural areas where people are hyper protective of their homesteads. This organization refused to properly place my PREMIUM ads in a place where it would be found by perspective campers. Often couldn't find my ads even by searching for them by keyword. This act has cost me financially. Worst of all, when my ads were placed for a particular dollar amount, say $85, they would pay me for the rate of $72 and charge the campers $97. They also charged cleaning fees, which I never received. Every single camper that stayed on my land was charged a rate I didn't agree upon. I have proof. They haven't paid me the nearly $1,000 they owe me from what they claim they owe me. This doesn't even factor in the higher night rates they are supposed to pay me for, but paid me less and pocketed the difference. They have since removed me from their service while stealing my $10,000. Once I told them I'm reporting them about stealing my nightly rate compensation, they severed all ties. They haven't paid me fully in months!

  Business Response

  Date: 09/25/2023

  
  This is in regard to Complaint ID: ********. **************** was recently suspended from our community for violating several aspects of our Community Guidelines, multiple times. His BBB complaint is simply untrue and I'm happy to provide any proof needed for review. For example, he purchased a Refurbished kit from ******, not new. We went above and beyond to send new equipment upon his request, even though he purchased used items. He has harassed multiple ****** employees, multiple times. I am happy to provide emails, contracts, etc. for review. With that said, my ask is that the BBB help this posting be removed in its entirety.

  Customer Answer

  Date: 09/29/2023

  In the attachment is the notes from the phone conversation I had with one of their agents.  He admitted to not paying me since June.  In addition to that, I am forwarding dozens of emails between ****** and myself.  Either of them ignoring me or feeding me BS about them not fulfilling their obligations.  I've tried calling you ***************************, with the BBB as the email said I should.  Left multiple messages and still haven't heard back from you.

  Business Response

  Date: 10/03/2023

  Dear ******,
  Thank you for contacting us through the BBB. We understand that you are unsatisfied with your ****** experience, and we are disappointed that the partnership ended due to your repeated violations of the Community Guidelines. 
  

  As your contract stated, you purchased a refurbished kit. These kits pass a multipoint inspection and are absolutely sanitary conditions. Despite that, we offered new items to rectify your experience. Additionally, when you e-signed the contract (and this cannot be forged, it is collected at the time of payment, timestamped, and validated by IP address), you were agreeing to the **** the ownership of the equipment, and to follow the Community Guidelines. 

  
  Unfortunately, after excessive and repeated violations we must terminate the partnership. As you were told during the notice, any remaining reservations that you are owed money will be paid out to your account. Rates are of course set by the host and only discounted when a host is opted into promotions, which you were. 
  

  We wish you the best of luck in your future endeavors.
  Sincerely,
  ******

  Customer Answer

  Date: 10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is a lie. It clearly states that you're supposed to send me brand new gear. How can you even argue something that's in writing. Wow. And you failed to honor your own community standards by the way you and your staff spoke to me after ripping me off.  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:08/28/2023

  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.

  We signed up for a tentrr sight on our property on June 28 and paid $9482.We changed our mind and emailed them on July 10 to terminate the sight. Their policy is 30 day refund of 90 % after letting them know you are terminating. We havent seen our refund and they have stopped responding to our emails

  Business Response

  Date: 08/29/2023

  Hi ******,

  Thank you for reaching out to Tentrr via the BBB. We are sorry to hear that you haven't received an update lately; however, we certainly want to make sure that your situation is resolved in a satisfactory way! 

  When we initially reviewed the request for refund it could not be processed due to the credit card used for payment had been cancelled in the meantime. We are working on getting your refund to you as soon as possible. We are sorry for the delay and inconvenience this may cause.

  All the best,

  Tentrr

   

  Customer Answer

  Date: 09/01/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/02/2023

  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.

  I had signed up to be a Tentrr Host on April 6th 2023. I signed up for the Moose Signature Select Site that was to be installed at my property in *******. The total cost was $9,424.00. I put $3,424.69 down and financed the remainder through their third party finance option company called Klarna to whom I would make monthly payments to in the amount of $335.41 starting May 7th 2023. All told I have paid in $4095.51. I canceled the contract on June 14th because Tentrr had not been able to find a contractor to install the site on my area within their allotted time frame. I have not received any good or services from this terrible company. I was told I would indeed receive a full refund within 3 to 6 weeks. I have not and I can get no updates on when I will receive it. They won't respond to my emails. When I call to check on the status I just get basic customer service agents that can't give me any information or do anything really. I have contacted ******************* who is the head of the department that handles refunds with no answer at all from her. This company is attempting to keep $4095.51 of my money that I received nothing for. Unbelievable worst customer service ever. I could have been investing that money elsewhere but they are holding on to it! I'm going to have to get a lawyer to get my money back, and I think at this point I will and get more money for the inconvenience, frustration, and almost criminal action against me.

  Business Response

  Date: 08/09/2023

  Hi ****,

  Thank you for contacting Tentrr via the BBB. We are so sorry for the extended delay in your resolution. As discussed, we have issued your full refund, and we will be extending additional compensation for the time and trouble this has caused you. We are regretful that this partnership did not get to launch as we planned, but we wish you the best with your next endeavor and are here to help anytime you need it. 

  Sincerely,

  Tentrr

  Customer Answer

  Date: 09/01/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************