Brialee RV & Tent Park, Inc.

We have been to Brialee several times. A few times last year and a few this year. This past weekend was by far our WORST Experience. Up until this experience, we had been referring several people to come to this campground, but anyone who works with public knows, it only takes ONE negative experience to change your mind. Sat was one of the hottest days of the summer, and the power and water BOTH kept surging. We understand that problems arise and you do the best you can to fix them, and try to acomodate your PAYING customers, however the way the Manager and General Manager talk to their customers is completely uncalled for. It is not the customer's fault that your facility was having problems and for the General manager to say "Welcome to Camping" and get aggressive is not a very good way to run a business. and then to have your weekend manager tell people "just so you know, you are using more power than everyone else here" is bull (esp since campers talk and this was said to 1/2 the [people in the row)! The entire row was out of water and power 80% of the day, when WE all PAID for it! We did not "go into the woods" for a reason and to ask a customer "what would you do if you were in the woods" is the WORST Customer Service. If we wanted to go camping in the woods, we would, and we would be equipped and prepared for that, not at a campground that you are renting spots for full hookups and then telling people, if they dont like it they can leave. Then to top it off the campgrounds bathrooms were locked, because of the water issue, and when they were able to reopen, they were disgusting, there was no toilet paper, the trash cans were overflowing, and half the stalls were full of waste from people, and they smelled. Summer is a campgrounds busy time, and most campgrounds "grow" by referrals and word of mouth from fellow campers, and bloggers. If Brialee wants to continue to grow and keep in business they need better customer service, esp when customers are in the store and the phone is ringing, and there are 4 or 5 people standing around talking to each other and saying "i'm not answering that".

Complaint: [redacted]
I am rejecting this response because: they left me a voicemail advising the site turned seasonal, no mention placing us on another site. They did that themselves.  They requested US to call them back.  I did and left them a message advising we did not wish to be placed on another site to CANCEL our reservation.  They clearly received our response well within their standard requirement. I contacted them in Dec only because I go through our year end banking charges and saw that never refunded us.  
I am kindly asking for our rightfully due refund.  I have also sent a formal letter to the attorney general's office as well. This is ridiculous I cannot get our money that is owed to us. 
I'm trying to be as sincere as possible, but I will persue further if needed and involve more media to get our refund. So, I ask again to please, refund our money that is due to us, as a business owner yourself, please do the right thing.
Sincerely,[redacted]

I had the owner of Brialee Campground install a [redacted] Screen room on my home. Worse mistake of my life - first installation was poor - rook leaks within 6 months, the owner sent a friend to make repairs, less then 6 months later roof continues to leak, the owner clearly states " I am done with your roof " find someone to fix it. I guess once people are paid - they become unprofessional and do not stand behind their work. What a shame. very unprofessional. Would not advise hiring him for anything.

To whom this may concern,Mrs.[redacted] did have a reservation for site [redacted] for Oct 17-Oct 19 2014. We did leave her a message June 7 2014 that we had to move her site to another full hook up site in the same area that she was in. Due to site [redacted] becoming a seasonal site....

We do guarantee the site someone books 99% of the time there are things that happen that we may have to change the site. But we always put them in the same type of site they book. This is in our brochure. After leaving a message on the answering machine in June  we did not hear back from Mrs.[redacted] reguarding this matter. The first time I heard about this from Mrs.[redacted] is when she emailed the office Nov 21 a month after her reservation requesting a refund. I did explain to her that I am unable to refund at this point due to our policy. CANCELLATIONS must be done within 14 days of arrival.This is right from her email conformation that she received Oct 2013. If she wanted to canceal I would have been more than happy to due so. We never heard back from Mrs.[redacted] when we left the message in June about having to move her site for the Oct 2014 reservation .Here is her email conformation that show the policy for the reservation. I did respond to Mrs. [redacted] via email Dec 1 2014 when the office was open next . If you have any other question I will be more than happy to answer them ###-###-####. Thanks [redacted]
On Dec 1, 2014 11:25 AM, "[redacted] Staff" <[redacted]> wrote:
Hi [redacted]
                   I did look in to  the site [redacted] and yes someone did camp there for the year. We did leave a message June 7 2014 to let you know that we had changed your site to site [redacted] . A full hook up site in the same area as you booked for Oct 17-19 2014. We never concealed your reservation just moved the site to the same area as you had picked.. As far as a refund I cannot do anything at this point your reservation email does state the cancellation policy . We never got a phone call or email  that you wanted to cancel the reservation. If you have any other questions please email me back. We are on a winter schedule so the email gets checked a few times a week until Jan 2 2015 then the office will be open daily. Thanks For your time,Staff
 
 
 
Dear [redacted]THANK YOU FOR CHOOSING [redacted]. Here are the details of your reservation:Fri Oct 17 2014 leaving on  Sun Oct 19 2014 for a total of 2 nightsPayments received to date $125.00Type of unit booked is FULL HOOKUPUnit(s)  [redacted]If you have any questions or concerns please call us at ###-###-####or e-mail us at [redacted]If you require further assistance, please email back or contact the office.  Happy Camping![redacted]'s place is closes at 8pm, anyone caught in this area after hours will be removed from the park immediately.Thank you for your reservation - we look forward to seeing you soon!  Just a reminder-REAR GATE WILL BE CLOSE FRIDAY & SATURDAY NIGHTS, BRIALEE does not allow FIREWOOD of any kind to be brought in to the park. Any questions, please see details on website.   CANCELLATIONS must be done within 14 days of arrival.  (Rentals require 30 days notice.)  Refunds for cancellations are in full less 10% if the required notice is provided.Brialee RV & Tent Park[redacted]    [redacted]
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[redacted]

Review: Oct 20,2013 upon our camping weekend, we made a reservation for the following year Oct 2014 to camp again. We booked Camp Site[redacted]. I have email confirmation of this transaction. Several months later- towards the summer, we had a message on our telephone stating the site we booked had turned seasonal to someone else, that our site we booked was no longer available. The representative advised on the message to call back if we we interested in taking another site.

I called after hours sometime after advising ( leaving a message ) stating we were not interested in another site to kindly return our money. This was in the summertime, so I figured a refund would apply at some point. Much to our surprise, there was never a refund.

Nov 18th: I emailed them questioning what happened to our refund?

Nov 20th and 21st: I emailed again requesting a response

Dec 3rd I finally received a reply stating that they confirmed the site turned seasonal BUT they bumped us to another site instead and we should have cancelled/it was too late.

Dec 1st I emailed them back kindly asking for our deserved refund, as we received a call from them cancelling our reservation as the site turned seasonal. I even advised them if they felt the need to keep their 10% cancellation fee to do so- ALTHOUGH we did not cancel our reservation- THEY did.

Please help us get our refund of $125.00.Desired Settlement: We just want our 125.00 refund-what is deserved back to us !!

Our previous address was: [redacted]

Business

Response:

To whom this may concern,Mrs.[redacted] did have a reservation for site [redacted] for Oct 17-Oct 19 2014. We did leave her a message June 7 2014 that we had to move her site to another full hook up site in the same area that she was in. Due to site [redacted] becoming a seasonal site. We do guarantee the site someone books 99% of the time there are things that happen that we may have to change the site. But we always put them in the same type of site they book. This is in our brochure. After leaving a message on the answering machine in June we did not hear back from Mrs.[redacted] reguarding this matter. The first time I heard about this from Mrs.[redacted] is when she emailed the office Nov 21 a month after her reservation requesting a refund. I did explain to her that I am unable to refund at this point due to our policy. CANCELLATIONS must be done within 14 days of arrival.This is right from her email conformation that she received Oct 2013. If she wanted to canceal I would have been more than happy to due so. We never heard back from Mrs.[redacted] when we left the message in June about having to move her site for the Oct 2014 reservation .Here is her email conformation that show the policy for the reservation. I did respond to Mrs. [redacted] via email Dec 1 2014 when the office was open next . If you have any other question I will be more than happy to answer them ###-###-####. Thanks [redacted]

On Dec 1, 2014 11:25 AM, "[redacted] Staff" <[redacted]> wrote:

Hi [redacted]

I did look in to the site [redacted] and yes someone did camp there for the year. We did leave a message June 7 2014 to let you know that we had changed your site to site [redacted] . A full hook up site in the same area as you booked for Oct 17-19 2014. We never concealed your reservation just moved the site to the same area as you had picked.. As far as a refund I cannot do anything at this point your reservation email does state the cancellation policy . We never got a phone call or email that you wanted to cancel the reservation. If you have any other questions please email me back. We are on a winter schedule so the email gets checked a few times a week until Jan 2 2015 then the office will be open daily. Thanks For your time,Staff

Dear [redacted]THANK YOU FOR CHOOSING [redacted]. Here are the details of your reservation:Fri Oct 17 2014 leaving on Sun Oct 19 2014 for a total of 2 nightsPayments received to date $125.00Type of unit booked is FULL HOOKUPUnit(s) [redacted]If you have any questions or concerns please call us at ###-###-####or e-mail us at [redacted]If you require further assistance, please email back or contact the office. Happy Camping![redacted]'s place is closes at 8pm, anyone caught in this area after hours will be removed from the park immediately.Thank you for your reservation - we look forward to seeing you soon! Just a reminder-REAR GATE WILL BE CLOSE FRIDAY & SATURDAY NIGHTS, BRIALEE does not allow FIREWOOD of any kind to be brought in to the park. Any questions, please see details on website. CANCELLATIONS must be done within 14 days of arrival. (Rentals require 30 days notice.) Refunds for cancellations are in full less 10% if the required notice is provided.Brialee RV & Tent Park[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they left me a voicemail advising the site turned seasonal, no mention placing us on another site. They did that themselves. They requested US to call them back. I did and left them a message advising we did not wish to be placed on another site to CANCEL our reservation. They clearly received our response well within their standard requirement. I contacted them in Dec only because I go through our year end banking charges and saw that never refunded us.