ColdBrook LLC.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The manager never contacted me and was incredibly rude when I did get ahold of herI was never rude to any employees except for the dealing with the unprofessionalism of the manager, Who told me that I was in the wrong and they would not refund me any money because that was their policy, even though they were not open and had no hours posted as to when the latest time you can arrive to set up camp wasI contacted the company the following morning and was told there was no manager and that she would call me back, this was a SundayI waited days for a contact from anyone at the campground, where I had to call the campground to get a hold of someone, AGAINThis is a terribly run business and they have no business dealing with customersI did not become upset until the manager continued to tell me I was wrong and they would not refund me even the $that I had asked for just for the FIRST night we could not stay due to the negligent employees who were too lazy to return to their job to assist customers, which is what their job is -customer serviceThere was no contact person to get a hold of that night and the security guard who did help us was useless, as wellI would like the money refunded to me (FULL AMOUNT $48.00) but I do not agree with what this company has written, they continue to lie about the way they handled the situation and it is completely unprofessional Regards, [redacted]

In regards to complaint *** filed against ColdBrook LLC..We spoke with the customer who filed the complaint on the phone to make her reservationAt the time of the call, we did not give the customer a specific site number she would be staying on because our park policy is that we do not
guarantee site numbers only site typesThe customer was fine with paying the $for her reservation and gave me her credit card number over the phoneAfter hanging up with her, we she called back a couple of times with questions that we answered for herWe sent her a confirmation stating the amount that her card was charged, the address to our website where she could check out of rules and regulations, camp policies, rates, and other information on the siteAt the time the customer claimed to have showed up for her reservation, there was a manager in fact in the office; at no time was there a phone call received from the customer stating that they were here to check inThey were correct that the security guard came up to help them, and he told them they could go down and pick a site to stay on for their time hereIt was the customers choice to leave the campground and not stayThere were plenty of available sites for them to stay on, we did not turn them awayWhen the customer called on that Sunday to complain, the manager was out of the office due to an illness, but the office worker who took the call took a message for the manager and told the customer they would get back to themThe manager called the customer back as soon as she returned to the office to try and fix the situationDuring the call, the manager was screamed at, and the customer kept using very offensive languageThe manager was ready to ignore the refund policy and give the customer their money back but they were not given a chance to speak between the customer yelling at themWe tried to accommodate the customer, but they were too rude and irate to even deal withThe manager then had to apologize to all of their employees for the way the customer had treated them on the phoneThe customer is no longer welcome to ever stay at this campground again, and they will be notified of that if they ever try to make another reservation.If you need to contact the office, you can reach us at ###-###-####

The customer was refunded the full amount of $48.00 back on June 4th after the manager got done speaking with them on the phone. The disrespect of calling our employees "lazy" and "useless" is uncalled for. There were in fact times posted of the office hours, but even if the office is closed people can still find an open site to stay on for the night. We still do not agree with the response that the customer gave, but we are done trying to argue this; clearly they will not change their mind. A note of the situation is put in their file in our system and we would like to close this matter. If the customer would like to speak to us themselves, they can call the office at ###-###-####.Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The manager never contacted me and was incredibly rude when I did get ahold of her. I was never rude to any employees except for the dealing with the unprofessionalism of the manager, Who told me that I was in the wrong and they would not refund me any money because that was their policy, even though they were not open and had no hours posted as to when the latest time you can arrive to set up camp was. I contacted the company the following morning and was told there was no manager and that she would call me back, this was a Sunday. I waited 3 days for a contact from anyone at the campground, where I had to call the campground to get a hold of someone, AGAIN. This is a terribly run business and they have no business dealing with customers. I did not become upset until the manager continued to tell me I was wrong and they would not refund me even the $24.00 that I had asked for just for the FIRST night we could not stay due to the negligent employees who were too lazy to return to their job to assist customers, which is what their job is -customer service. There was no contact person to get a hold of that night and the security guard who did help us was useless, as well. I would like the money refunded to me (FULL AMOUNT $48.00) but I do not agree with what this company has written, they continue to lie about the way they handled the situation and it is completely unprofessional.
Regards,
[redacted]