Yogi Bear Jellystone Park

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 We left the campground last year in an absolute panic and emergency situationWe were grateful at the time for the offer of a $credit certificateIn our numerous conversations with employees at the campground NOBODY once ever mentioned that these "credits" usually expire at the end of the camping season or that the one they were sending us would expire in early June of Most gift certificates are for months and we had intended to use it for my husbands birthday weekend againMy BIGGEST complaint in all of this is the extremely RUDE attitudes we have been on the receiving end of my employees AND the OWNER herselfIn searching the web for reviews that seems to be an overwhelming theme with this campground is rude employees and lack of customer service Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
To try and put this situation in a clear and concise manner
When we made reservations we certainly could never have foreseen a health emergencyUpon needing to leave we did contact Yogi Bear park immediately and again made contact the following dayWe were there less than a few hours and used only the pool and waterpark area for a very short period of timeWe were issued a $credit to returnMUCH LESS than what we paid which was over $But we were still grateful for thatWhen I spoke with the employees at Yogi Bear (on MORE than one occasion) they never mentioned that the credit ended in less than a yearSOMETHING as a CONSUMER I would want to be MADE AWARE of so that I could make sure to put the credit to use
I checked the gift certificate when we got it but did not check the expiration date carefully enoughWe stuck it away in our safe hoping to use it the following year for my husbands birthday weekend (which is when we had reserved and gone previously)I pulled out the certifcate in early August to make a reservation only to realize that it expired the first weekend in JuneI called Yogi Bears to explain the situation and see if they would allow us to still use it in AugustA mere months after it expiredIt wasn't like it was a year laterI spoke with an employee who was extremely short and rude so I requested to speak with a manager who also happened to be the ownerOMG, never in my life have I experienced such derision, such insulting language and behavior from a manager or owner of any other businessI frankly cannot believe they are still in business with the kind of treatment we receivedEVERYTHING was OUR faultThey held no liability or concern for what we had gone through, the money we had lost or the attempt we were making to try and use the certificate ASAP upon finding that it expired within a year.
I made no headway with the ownerContinued to be made to feel like I was stupidThat my request to be able to use our certificate was the most heinous request everAnd I continued to remain civil through out the conversations.
To come back to the classic "The customer is always right"Both my husband and I have worked in customer service over the yearsIts not always that the customer is "right" but that good customer service is about making the customer feel good and sometimes going out of your way to see that they are happy and well taken care ofInitially I really just wanted to be able to use our certificate towards another stay at Yogi Bears Jellystone parkThe $would NOT have covered the entire amount of our stay so they would have also benefited by getting more money out of usBut they are ABSOLUTELY 100% NOT about making the customer happy or making any admissions to try and compromise with usIn fact pointing out that they NEVER give out gift certificates that continue into the next camping year....but they made a special exception for usAll while notifying us of NONE of thisWe feel we put in a great effort to try and resolve this issue amicably with the campground itself but they have been completely unwilling to work with usAt this point we have ZERO desire to ever return there and I would even caution friends and family to stay awayI would like the campground to refund the ENTIRE amount of our initial stay in a show of good faithAnd I would most appreciate it if the Revdex.com could resolve this
Regards,
*** ***

To Whom It May Concern:
Before speaking to
any of our
customers, we do let them know that our phone calls are customarily recorded
for quality assurance and training purposes.
Below you will find the printed version of the phone call we received from
*** *** ***. Post her phone
message (printed below), we chose to send her a $voucher to come back due
to the unexpected incident. Our policy
does state that we do not refund any cancellations for any reason within
days prior to a cabin stay; however, we felt the need to give her some sort of
option to come back to join us here at Jellystone Park-Caledonia. The voucher did have an expiration date on it
as of June 8th, 2014, which we thought was generous due to the fact
that she expressed in her message that she would like to come back the
following week. So here we are, months
after the fact, and she is upset with us because we will not accept the expired
coupon. We feel we have more than
exceeded giving her the option to utilize our campground after her initial stay. We will stand by our decision to not extend
the expiration date on her coupon or any sort of compensation; because upon
further investigation we have found out that she admittedly forgot her sons
medication but is now lying and saying the medication did not work. (Please See Phone Message Below for the
details)
*** 8/27/
21:23:
Hi, My name is *** *** my phone number is ***
Um We checked in this afternoon around 4:um
to stay in Cabin CI believe it was um and around or so my son started
to have and asthma attack um and um but
he was shortly after o’clock but after 8:I dropped the keys off at the
front desk cause I for I forgotten his inhaler um and we just needed to come
homeAnd I was just like in an utter panic um so we just leftAnd um came
home quickly um he is doing better now that were home and we have his inhaler umSo I was just wondering
if there was any way that we could get a partial refund or if there was a way
we could get day passes so that we could come back um midweek, you know maybe
next week or something, um not stay not stay overnightBut um just this is our
vacation this year and like I said we check in at 4:and just dumb mom
forgets the inhalerSo if you could give me a call in the morning ***Thank you bye
Thanks,
*** ***
Jellystone Park-Caledonia Owner
***

In regards to my complaint and the company’s response.  When Air Pro came out at the beginning of July 2016 and said we needed a new unit we called our home warranty and it was automatically approved, but we had to come up with 1300 out of pocket.  We did not say we need to think about it, we said ok.  When a couple weeks went by we called (must have been july 15th) they said that the unit wouldn’t be there until July 23rd.  They came and replaced it July 23rd and we were happy.  Then the next day July 24th it wasn’t blowing any air out so we called back and had to wait a few days before someone came back out.  It was freezing up because our furnace is old and only had one blower and needed another blower, which our home warranty company approved.  Then we were told they couldn’t replace the blower because the furnace was too old.  Should this all not have been brought to our attention sooner, not after the air conditioner was bought and installed?  The home warranty company would not replace the furnace because it worked.  We were never given an estimate for a new furnace.    The air worked before and then broke and now we were stuck w/no air but we just paid for an ac unit and did not have the money to pay for the furnace.  Our pool was installed in September not the spring and yes they moved it to pour the concrete and put it back we were at work at the time.  Don’t know if they did something wrong since Air Pro is now placing the blame on them.  In November when we had ** heating & cooling put a furnace in when they reconnected the AC he told us the seal on the unit is broken and the valves are broken on our unit and the Freon had all leaked out.  He said when we contact the air conditioning guys now that the furnace is in that unit should still be under warranty.  So we called Air Pro in May and they told us that the pipe was cut going into our condenser and that needed fixed, but they didn’t have time to fix it.  So we figured the Freon, valves and seal were fine and tried to fix the pipe.  Called them to come check it they came back and said  a snakebite wont work and they couldn’t fix it because they didn’t have time.  The last time they came they gave us an estimate of 450 + to fix everything.  Our AC had never worked since the time it was installed and we were not going to give them more money for something not to work again.  When the owner contacted us about the complaint he stated that “I am on the board of the Revdex.com and if I would have gotten this complaint I would have threw it in the garbage”  .  He continued to be beligerant and overtalk me.  He called my fiancé a couple weeks later and said expect to receive something regarding arbitration because I cant say whatever I want and “I will pay for this”.  So in closing I had ** heating & cooling come and fix the AC for close to $500 because even though I had to pay on something I shouldn’t have had to at least I knew it would work this time.

L unfortunately we work for a home warranty company our obligations is to the home warranty company we're not there to do a cleaning check and we can review the system the system was short of refrigerant we added refrigerant into his system and that is our obligation to the warranty company if it would leak again they were to call the warranty company and we would further diagnose the issue at that time. the only problem At that time of the visit it was low on refrigerant.Thank youRocco  F[redacted]

11/11/16 To the Revdex.com, I [redacted] filed a complaint two weeks ago against Air Pro heating and air conditioning the owner Rocco called me and he sent his manager out to check the furnace again and his manager show me through a camera were the crack was in the heat exchanger. I deeply apologize to Rocco for making this mistake of reporting them and I look forward to doing business with this company again. Thank you [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

air pro was sent to my house through my home warranty company in June of 2016. The ac unit was not running properly and air pro came out and said the refrigerant was low and needed to be filled which was done by air pro. The unit was never checked by air pro to find the source of low refrigerant. A...

year later I am having the same issue and had another company come to check the unit to find the refrigerant was low again and that it had been leaking from the time air pro came out to service  the unit which was not addressed by air pro. The leaking of the refrigerant has now caused damage to our furnace system and are left again without an ac unit. Air pro did not address the full issue of the ac unit now causing further damage

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Tell us why here... lets start of by stating the order of events that took place with Ms [redacted];      Ms [redacted] was a home warranty customer she contacted her home warranty co AHS in June o0f 2016, we diagnosed system determined that it needed replaced gave price to...

Ms [redacted] she said she would think about it and call us back, she finally called back on July 15th and excepted the contract so we set up installation on 7/23/16. It was installed, after that she called back stating unit was shutting down. We then sent a service person to her home and diagnosed that the blower on furnace needed to be replaced but the furnace was so old they didn't make parts anymore, so the warranty company was notified of the problem and they said they would only pay for the cost of the blower motor. at that point I gave Ms [redacted] an estimate for a new furnace, and never heard back from her till this spring. At that point we sent another tech, who determined that the furnace was replaced and the Heating co she hired did not reconnect A/C coil, and furthermore the pool co that put her pool in this spring disconnected the condenser outside and never reconnected it, so in conclusion Ms [redacted] has no A/C with no reason to put blame on Air Pro for any liability. We cordially offered to reconnect the A/C system for $450.00, she declined and said we should reconnect for free.  Thank You   Rocco F[redacted]

I spoke to Mrs. [redacted] today and we had our service manager handle today, the issue was with our answering service they did not call anyone or notate urgency. Mrs. Cook is handle and repaired, she is completely satisfied.     Thank You...

   Rocco F[redacted]  President Air Pro

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.
We left the campground last year in an absolute panic and emergency situation. We were grateful at the time for the offer of a $100 credit certificate. In our numerous conversations with employees at the campground NOBODY once ever mentioned that these "credits" usually expire at the end of the camping season or that the one they were sending us would expire in early June of 2014. Most gift certificates are for 12 months and we had intended to use it for my husbands birthday weekend again. My BIGGEST complaint in all of this is the extremely RUDE attitudes we have been on the receiving end of my employees AND the OWNER herself. In searching the web for reviews that seems to be an overwhelming theme with this campground is rude employees and lack of customer service. 
Regards,
[redacted]

Attached you will find
[redacted]'s confirmation email that was sent to her after she initially
made her reservation. In that confirmation you will see that our
cancellation policy is clearly listed, although she was also made aware
of  it during her phone call with our reservations manager. Also,
attached you will find the gift certificate in which [redacted] received
from us, that clearly states the expiration date.  Based on our policy
alone, you can see that we were more than reasonable by giving her a
$100 gift certificate to be used by June 8th of the following year.
Considering their reason for leaving was admittedly her fault (via her
recorded phone call on our phone system), stating she forgot her child's
medication.
Regards,
Jellystone Park
Management

Review: This was our worst camping experience ever. And bottom line is the staff is very rude and clearly the customer is NEVER right. We were to camp there late last August for my husband's birthday. And due to my son having a severe asthma attack that his inhaler couldn't control we had to leave under emergency circumstances. They were "nice" enough to issue us a $100 credit certificate when I called the following day and let them know what had happened but never told us that the certificate wasn't good for a year. In fact it "should have" only been good for about 8 weeks. Which they never told us on the phone. The fact that the certificate was good for less than a year was never vocalized or pointed out. I find this highly disappointing and even misleading on the parks part. Like they HOPE you won't notice the expiration date (which we didnt) and are unable to use the "generous" credit certificate they issue. It wasn't even close to the full amount of our stay either. So here we are completely out of a vacation that we had hoped to use this month and out all that money. I even spoke with the owner who made sure to point out this was ALL my fault and the campground holds NO responsibility for not letting us know that that the certificate was not good for a year. I will also be filing a complaint with the Revdex.com. This is terrible customer service and horrible business management. We were at the campground for maybe a total of 3 hours. We made no use of the cabin or any accommodations or amenities other than the pool and splash park area.Desired Settlement: We would have been happy to have had them honor their credit certificate but after the ugly display of customer service by the owner of the campground we will not ever be returning there. I feel they purposely do not disclose the expiration date so as to not have to honor many of them. At this time we would like a full refund for our attempted stay last year. We were there for a total of maybe 3 hours and made no use of the cabin.

Business

Response: