This letter is in response to a complaint submitted to your office. The ID number is [redacted].On Friday June 12, 2015 at approximately 7:35pm, our county, Tioga, experienced severe lightening, thunder, rain, and a tornado warning south of us that immediately resulted in the loss of electric at the...
campground. Due to the storm a tree did fall down. However, this tree was not located near the rental that the complainant was staying in. Rather the tree fell down further down the road from the cabin the complainant was occupying. It did take down an electric line. As soon as we were alerted to it coming down, our Maintenance staff immediately rushed to the site. The area was blocked off and we called our electric supplier, [redacted], right away to report that the electric was out and a line was down. The line was not “alive” though. As clarification, the storm hit, electric went out, then the tree came down.We alerted [redacted] of the outage and line down. Their estimated time for the electric to be restored was scheduled for 2–3 pm the next day, Saturday June 13, 2015. [redacted] informed us that due to the number of outages in our county as well as other counties, this would be the earliest time they could come out. Our office immediately hooked up a generator to the store so we could still help our customers. We also posted a notice for our campers to let them know about the outage and the estimated time it would be fixed. We hooked up a second generator to the wells so all our cabins could have water, both hot and cold. Within a couple hours of the electric going out on Friday June 12, 2015, half our cabins that had included water, had water in their cabins.Saturday morning, June 13, 2015, the complainant came into the office demanding a discount or refund since there was no electric in their cabin and assumed that all the rides and activities were cancelled. We explained to the complainant about the electric and that it was beyond our control. We also explained that all the rides and activities, as well as the pool would be operational would since we hocked up a third generator. We further explained that our refund policy states “NO refunds due to discomforts of nature, illness, work schedules, or early departures.” Upon hearing that all the rides, activities, and the pool would still be open, the complainant appeared pleased as she did not have any further complaint and walked away with one of our activity sheets. We did not receive any other complaints from other campers, either in tents or in our cabins. We did have several inquiries about the electric coming back on and about the entertainment in the facility, however, no other customer demanded a refund or discount because of the electrical outage, including the complainant.Sunday, June 14, 2015, the complainant came into the office once again to demand a refund or discount because of her stay. However, we reiterated that all our rides and activities ran, the electric was beyond our control and was restored as soon as possible, and we did everything we could to ensure a pleasurable camping trip for all our campers.Furthermore, all our cabins that included water, had water. We hooked up a generator to provide all our cabins and our bathroom facilities with water. All our cabins with kitchens include a gas stove for cooking. Each cabin that has a kitchen includes a propane tank. The cabin the complainant was in included both a kitchen and water, both of which were operational.Despite all this, the electric was beyond our control and if there was any way we could have fixed it sooner, we would have fixed it. However, due to a storm that we could not control, we did not feel it necessary to provide a refund or discount to the complainant.We value each of our customers and we try to always accommodate or fix any problems they may have if we are able. This is the same response we would have given anyone else staying in the same cabin with the same set of circumstances. We felt that we provided everything that cabin had to offer within the best of our ability.Sincerely,Carrie M. M[redacted] Bucktail Camping Resort Manager
This letter is in response to a complaint submitted to your office. The ID number is [redacted].On Friday June 12, 2015 at approximately 7:35pm, our county, Tioga, experienced severe lightening, thunder, rain, and a tornado warning south of us that immediately resulted in the loss of electric at the...
campground. Due to the storm a tree did fall down. However, this tree was not located near the rental that the complainant was staying in. Rather the tree fell down further down the road from the cabin the complainant was occupying. It did take down an electric line. As soon as we were alerted to it coming down, our Maintenance staff immediately rushed to the site. The area was blocked off and we called our electric supplier, [redacted], right away to report that the electric was out and a line was down. The line was not “alive” though. As clarification, the storm hit, electric went out, then the tree came down.We alerted [redacted] of the outage and line down. Their estimated time for the electric to be restored was scheduled for 2–3 pm the next day, Saturday June 13, 2015. [redacted] informed us that due to the number of outages in our county as well as other counties, this would be the earliest time they could come out. Our office immediately hooked up a generator to the store so we could still help our customers. We also posted a notice for our campers to let them know about the outage and the estimated time it would be fixed. We hooked up a second generator to the wells so all our cabins could have water, both hot and cold. Within a couple hours of the electric going out on Friday June 12, 2015, half our cabins that had included water, had water in their cabins.Saturday morning, June 13, 2015, the complainant came into the office demanding a discount or refund since there was no electric in their cabin and assumed that all the rides and activities were cancelled. We explained to the complainant about the electric and that it was beyond our control. We also explained that all the rides and activities, as well as the pool would be operational would since we hocked up a third generator. We further explained that our refund policy states “NO refunds due to discomforts of nature, illness, work schedules, or early departures.” Upon hearing that all the rides, activities, and the pool would still be open, the complainant appeared pleased as she did not have any further complaint and walked away with one of our activity sheets. We did not receive any other complaints from other campers, either in tents or in our cabins. We did have several inquiries about the electric coming back on and about the entertainment in the facility, however, no other customer demanded a refund or discount because of the electrical outage, including the complainant.Sunday, June 14, 2015, the complainant came into the office once again to demand a refund or discount because of her stay. However, we reiterated that all our rides and activities ran, the electric was beyond our control and was restored as soon as possible, and we did everything we could to ensure a pleasurable camping trip for all our campers.Furthermore, all our cabins that included water, had water. We hooked up a generator to provide all our cabins and our bathroom facilities with water. All our cabins with kitchens include a gas stove for cooking. Each cabin that has a kitchen includes a propane tank. The cabin the complainant was in included both a kitchen and water, both of which were operational.Despite all this, the electric was beyond our control and if there was any way we could have fixed it sooner, we would have fixed it. However, due to a storm that we could not control, we did not feel it necessary to provide a refund or discount to the complainant.We value each of our customers and we try to always accommodate or fix any problems they may have if we are able. This is the same response we would have given anyone else staying in the same cabin with the same set of circumstances. We felt that we provided everything that cabin had to offer within the best of our ability.Sincerely,Carrie M. M[redacted] Bucktail Camping Resort Manager