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:10/21/2024

  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.

  My wife and I booked a cabin through BBCL for OCT 5-10. When we checked in there was a smell in the main living space. It smelled like waste. We looked around to ID the place where it was coming from and found that the smell was coming from under the sink. Having an aerobic system on my own home I quickly realized that sewer gas was back filling the home.
  
  We called the help line and they sent someone out to correct the issue. When we arrived back, the water was running to flush the system. We let it run, per instructions for a few hours. I noticed the sprinklers were bubbling up in the yard. While not ideal, it at least was flushing.
  
  We secured the water and within an hour the room was filled with sewer gas.
  
  We drove to the BBCL office and met a few people, even thanking the person at the call center for sending someone out to attempt a fix, but the issue was never resolved.
  
  We ended up spending most of our time away or outside due to the issue. It was really bad.
  
  We checked out as normal and did an extra cleaning job before we left.
  
  After we returned home, we contacted BBCL to consider a refund due to the awful experience. At first they accused us of leaving the cabin messy. They even sent us some offensive pictures of used, discarded contraceptive products on the floors.
  
  I explained to them that not only is that medically not necessary for us to use those products, we cleaned the cabin prior to leaving and the meta data in the pictures indicated the pictures were taken from another date, not Oct 5-10.
  
  When confronted with these facts they offered to refund a cleaning fee, but we were never charged a cleaning fee. We wanted a refund.
  
  Now they refuse to even answer any emails regarding this situation.
  
  I can provide all correspondence and the pictures used to threaten and accuse us of wrong doing. This is not an honest enterprise and needs to be investigated.

  Business Response

  Date: 10/21/2024

  This is the complaint as they submitted it to Google which differs from this complaint:

  My wife and I stayed in ***** Cottage. It's a nice design in a good location, but we had a very bad sewer gas smell that BBCL attempted to correct, but were unable to. We ended up staying outside most of the time.
  After we returned home we contacted BBCL to process a refund, but they accused us of leaving a mess and sent us some pictures of discarded contraceptive devices. Not only were these items and the messy pictures not ours, the meta data in the pictures was from completely different dates. Once called out on that, they apologized, but are refusing any adjustment to our cabin rental fees.
  Very shady management company!
  
  This is our response to the previous complaint:

  ***** Cottage is a very nice cabin in a good location.  All of our cabins are walked through and inspected inside and outside prior to any stay.  There were no reports of a smell or issue by House keeping or maintenance.  Also, no other reports of a smell have been reported before this stay or after.  Guests did in fact stay at the cabin for a 5 night stay and used all of the amenities provided.  Any and all expressed concerns were addressed immediately and no issues could be found.  Therefore, a demand of a full refund for a 5 night stay is excessive and borders on the legal stipulations of defrauding an Innkeeper.  An error of the excessive clean pictures for the cabin were sent to the wrong guest and was resolved immediately and we apologized.  That being said, stating publicly that Broken Bow Cabin Lodging is a quote (Very shady management company!) opens the guest to a legal allegations of Libel and or Defamation.  We take all complaints very seriously and investigate them thoroughly.  Whereas we are disappointed that the guest didn't feel that their stay was perfect, we did not find any evidence of the complaint as stated and have in fact had guests back to back in that same cabin with no complaints.

   

  Customer Answer

  Date: 10/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Our stay at the cabin was ruined by the strong smell of sewer gas.  That is a fact and there's nothing that BBCL has done to change that.  The technician came out and took action to remedy the issue.  His action was to allow all the water to run within the cabin to flush the system.  That confirms that he thought there was an issue, regardless of subsequent guests not reporting anything. 

  Also, I was more detailed in my response/report to BBB because I wanted to be thorough.  I did not provide as much detail on the Google post because there's limited space and that isn't the place to write an entire detailed feedback.  I have since removed my comments from Google and have chosen to work this through BBB.  If we can't reach resolution here then I will repost a 1 star review and I will take time to provide a long, detailed factual feedback without the use of anything that could be considered slander. 

  Finally, we never insisted on a full refund, that was a BBCL assumption.  All we said said was a refund was justified.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/17/2024

  Type:Facilities 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.

  We stayed at their *************** for three days (June 2024). Once we left the cabin, we drove straight home and did not make any stops on the way. After unpacking and settling in; my husband, child, and myself noticed bites all around our bodies. The bites started progressing that same day and as the weekend went on. We came to find out that we had bed bugs from the cabin. We sent photos of our bites and the bed bugs to Broken Bow Cabin Lodging and they were dismissive. My husband called them and asked if there was anything they could do for us and the woman on the phone was defensive, not apologetic, and blamed it as being "mosquito bites", which it clearly is not. We spent over $1,000 on our stay there on top of another $1,000 to have our house treated/fumigated. We've had to throw out our luggages along with strip all of our beds, nightstands, etc. It has been such a dreadful experience. All my family and I are wanting is a refund or even a partial refund for everything we've been having to deal with.

  Business Response

  Date: 06/18/2024

  We were contacted by the guest after their stay via email.  All email were responded to and we took the complaint seriously.  We apologized for the frustration and stated that he should seek medical care and that we would call a third party pest control to inspect the cabin.  We called a third party pest control company to inspect the cabin.  Upon a thourough inspection, the pest control company representative brought the report to our office.  There was no sign of bed bugs or bed bug activity.  The report was scanned and emailed to the guest with an explanation that there was in fact No bed bugs.  Therefore no compensation would be given.  We are a rural, wooded area and there are numerous bugs in the outdoors that could have resulted in the welts shown in the picture which was explained to the guest.  They could have gotten mosquito bites, chigger bites, or any number of other things while enjoying the outdoor activities we are known for.  This is a fraudulant complaint and could be considered slanderous and or libelous.