Mountain Lake Campground

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]Susan J [redacted] continues to lie about the entire situationThe #2,#3, #4, and #people in line that went to the counter the same time as me, I know every one of themThey did not ask for my camp siteWe sat there on the porch for hours togetherWe all discussed the sites that we desiredSo I knew I was not in competition with any of themThat means that one or two phone rep's taking calls are the only option for someone to beat me to that siteHer employee made a mistake at the counter booking my reservation and she can't admit or own thatInstead she continues to lie about itMy vacation was ruined because of the lies, NOT because of the mistake her employee madeAnd she took the $credit back less than minutes after giving it to meHer reason was the fact that she found a sheet I signed that had the 7th as my departure dayWell, that form was to be EMAILED to me but never was because that same employee FAILED to update my email addressMy correct e mail was provided right on the reservation formWhy ask for it you are not going to update it? EVEN IF site # [redacted] was already booked for the last two days, the girl at the counter would have said that, and at that point I would have picked an alternative siteThe proof at this point can only be obtained by having an INDEPENDENT auditor review their bookI am willing to bet $100,you can't prove me wrong!!!! I even asked Susan to show me a reservation form for site [redacted] with a credit card receipt matching that reservation, that has the time and date ahead of mineEVERTHING HAS A PAPER TRAILI even said to Susan, I understand you cant show me the card number or their last nameBecause I understand protecting that information as a business ownerI said just black out the last name and the number, that way I don't see itshe said she couldn't do it with the deer in the headlight look on her facemy response to her was SURE YOU CANT SUSAN BECAUSE IT DOESNT EXCIST!!!!! But at this point, I DO NOT trust Susan to provide itthe $credit didn't get put back on the table till I already told her I was boycotting the placeso that's not fair to say I refused itIT WAS WAY TO LATE FOR THATwhen an e mail does not successfully send there is always a message to the senderso they had months to get ahold of me to get a corrected e mail & they failed to do thatand then the lie about contacting the family coming in on that siteSusan is at this point denying that that conversation even took place SMHShe told me she would contact the family coming in and offer the alternative site to them free of charge for those two daysShe told me the next day she got ahold of them but they are not willing to give up their siteI went over and introduced myself to them and they told me they never talked with SusanALL I CAN SAY IS WOW!!! I wished I would have video and recorded the conversations Regards [redacted] ***

We stand behind our first reply to this complaint and have no further comments.Thank you,Susan J***

Mr. [redacted] did choose to spend the night on our porch the night before reservations started and yes I did take their picture and post it on our Facebook with their permission. I even set out there and talked with them for a little while. We start reservations on the Saturday before Labor Day each year...

at 9am. When we unlock the door we start answering phones at the same time which means there are 6 people taking reservations at the same time. Our lakefront sites are very popular and usually the first to go. For those who come and wait in line we hand out a Reservation Request form to help with the process, which is what Mr. [redacted] is referring to that he filled out, please keep in mind just because this is filled out it is not a guarantee of availability. It only aids in the process. I have attached the actual receipt that we gave Mr. [redacted] when his reservation was finished which he signed right by the dates he is disputing. A little over 9 months later, when he came to check-in, he was upset that he did not have the site thru the 9th and we had him checking out on the 7th (which he signed beside of a year ago when he made the reservation). He did want to speak with me and I was not immediately available due to a family emergency so my manager Devin tried explaining to him that his reservation was only to the 7th. Mr. [redacted] was very upset and wanted to speak with me so as soon as I was available I spoke with him in the store where he showed me the REQUEST form he had filled stating he wanted thru the 9th. I tried explaining that just because he chose to sleep on the porch to be first in line did not guarantee he could get the site or dates he wanted due to the fact that we have 6 people taking reservations at the same time and the site he wanted was lakefront (which is very popular) as well as his second choice. I did apologize to him after several attempts of trying to explain to him and he would not listen to what I was explaining. I could tell as well as everyone else in the store that he was very upset and due to the fact that he has been a customer for so long I offered:1. to call the guest checking in on that site to verify they were still coming (never did I tell him I would      move that customer only to make sure they were coming) when I reached that guest and they said they were still coming I told [redacted] that since he was not able to stay on that site and he had been a longstanding customer I offered him a site across from the lake for 2 nights for free which he accepted. I even offered for my husband and I to come help him move which he told me no.   2.  I then offered him a $200 credit that he could use towards future stay. He then left the store mad and said he would be back and within minutes he arrived back still mad saying he wanted me to refund him his deposit for Labor Day reservation because he was never coming back (which we do not do refunds but again I went against policy because he had been a longstanding customer and I was trying to make him happy) so refunded him the 33$ he paid for his deposit and cancelled his reservation (which I have attached a copy showing this) He then asked me to go ahead and give him car tags for the site that I gave him for free because he never wanted to step foot in our store again so again against our policy I did what he asked. So I did take the credit off his account since he told me he was never coming back I seen no reason to leave it on there. He then left the building. To address his comments below as he states them…LIE 1) I did tell him I would call the guest coming in on the site BUT only to make sure they were still coming never to offer them another site. I did however offer him a site for 2 free nights since he had to move and only because he had been a customer for so long.LIE #2) His other alternate on his request form was a lakefront site which I tried explaining there were 6 people making reservations that day and just because he slept on the porch and was first in line did not mean he could get exactly what he asked for due to phone lines opening at same time the door opens for reservations. I also explained that when reservations open lakefront sites are the first to go because they are in such high demand. I also tried to explain to him (but he would not listen to me) that just because the guest who came in on that site said they booked in April does not mean that someone had not booked that site previously and cancelled. He just kept saying I was lying to him and he wanted proof for me to show him every receipt with date and time of every reservation I told him I could not do that which only made him more upset. As far as the $200 credit on his Mountain Lake account to be used toward future camping I did offer him this but he said he was never coming back so I did not see the point of keeping it on his account. When he posted a review on our Facebook the only thing I posted was a reply of the facts to his review. I feel we went above and beyond to try and accommodate Mr. [redacted] by going against several of our policies and nothing was making him happy. Thank you Susan J[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]Susan J[redacted] continues to lie about the entire situation. The #2,#3, #4, and #5 people in line that went to the counter the same time as me, I know every one of them. They did not ask for my camp site. We sat there on the porch for 12 hours together. We all discussed the sites that we desired. So I knew I was not in competition with any of them. That means that one or two phone rep's taking calls are the only option for someone to beat me to that site. Her employee made a mistake at the counter booking my reservation and she can't admit or own that. Instead she continues to lie about it. My vacation was ruined because of the lies, NOT because of the mistake her employee made. And she took the $200.00 credit back less than 30 minutes after giving it to me. Her reason was the fact that she found a sheet I signed that had the 7th as my departure day. Well, that form was to be EMAILED to me but never was because that same employee FAILED to update my email address. My correct e mail was provided right on the reservation form. Why ask for it you are not going to update it? EVEN IF site #[redacted] was already booked for the last two days, the girl at the counter would have said that, and at that point I would have picked an alternative site. The proof at this point can only be obtained by having an INDEPENDENT auditor review their book. I am willing to bet $100,000.00 you can't prove me wrong!!!! I even asked Susan to show me a reservation form for site [redacted] with a credit card receipt matching that reservation, that has the time and date ahead of mine. EVERTHING HAS A PAPER TRAIL. I even said to Susan, I understand you cant show me the card number or their last name. Because I understand protecting that information as a business owner. I said just black out the last name and the number, that way I don't see it. she said she couldn't do it with the deer in the headlight look on her face. my response to her was SURE YOU CANT SUSAN BECAUSE IT DOESNT EXCIST!!!!! But at this point, I DO NOT trust Susan to provide it. the $200 credit didn't get put back on the table till I already told her I was boycotting the place. so that's not fair to say I refused it. IT WAS WAY TO LATE FOR THAT. when an e mail does not successfully send there is always a message to the sender. so they had 9 months to get ahold of me to get a corrected e mail & they failed to do that. and then the lie about contacting the family coming in on that site. Susan is at this point  denying that that conversation even took place SMH. She told me she would contact the family coming in and offer the alternative site to them free of charge for those two days. She told me the next day she got ahold of them but they are not willing to give up their site. I went over and introduced myself to them and they told me they never talked with Susan. ALL I CAN SAY IS WOW!!! I wished I would have video and recorded the conversations.  
Regards
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It is sad that a business owner just flat out lies to a customer like Susan J[redacted] did. If the Revdex.com accepts her lieing, then,  I have lost all faith in the process. 
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]