ComplaintsforSpanish Main RV & Mobile Home Community

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint regarding our stay at Sun Country ************* in ****** ** on Aug *****. We have emailed both the resort as well as the Contact Us form on the company site without any acknowledgement in over a week. I felt I needed to resort to the BBB. We are alleging that your web site misrepresented the campground amenities to encourage booking and full payment in advance of our stay. We did a lot of research before spending almost $1500 on a 3-day vacation. We saw the pictures, map, and amenities of your **s for rent. We paid for an ** with 2 doors, a queen ******* and twin bunk room with WiFi, ***** grill, **, etc. Here's what we got:Smaller camper on this site with only 1 door (2 on website), retractable canopy with large tear (flap) that someone tried to fix with duct tape, small cheap grill (Expert Grill), fire ring and a short string of blue lights hanging on the camper. The ** wasn't working, the inside was filled with flies, there was no remote for the ** and no WiFi. There was no BUNK ROOM. There are 2 triangle beds that are not big enough for anyone over 5 feet to fit. One kid had to sleep on the sofa, and one used 2 mattresses with shins and feet hanging out in the breeze. We went to the office since we assumed there was a mistake. They know the beds are bad in this ** and quickly offered us a "free" linen package since no twin sheets would fit these triangles. They fixed the **, brought a fly swatter and a remote (we had to program but instructions say to go to web site for help---no wifi) that is now programed for the next folks. We had to buy a mattress topper to sleep on the Queen **** We are requesting one night's refund as this site was certainly misrepresented but we did utilize some of the amenities available. These ** represent some of the most expensive spots in your campground. Look at your website then go to the camper on site AA09. Surely not a fair substitution for the ** described and paid for.

  Business response

  09/07/2022

  This complaint is actually from **************************, ******, **

   

  After reading the complaint and the issues experienced during the guest stay. ************* has issued a one night refund to the guest. ************* was made aware of the guest issues at the onset of their stay. However, property management was not made aware of the extent to which these guests were dissatisfied. ************* handles hundreds of reservations in the rental RV's through out the season. And there are common maintenance issues associated with rental RV's in direct correlation with new RV users. Although we attempt to keep these units as generic as possible. The supply chain often dictates our unit choices. We apologize for any unintended misrepresentations on the website. 

  In summary, there are no intentional misrepresentations in regard to the rental RV's as we must constantly update the units to meet guest expectations. The sleeping arrangements may very slightly from unit to unit, however they do meet the max ********* as advertised. We go to extreme measures to keep the RV's new and fresh. However, with this, comes the small changes in layout. 

  Please reach out to *************************** with additional questions. 

  *************************************

   

   

  Customer response

  09/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will add that the business was informed numerous times about our dissatisfaction. I was in the the office many times but was told that there were no other accommodations. I realized that we had to make the best of the situation or cancel our vacation with no refund. It should also be noted that I asked where to send an email about our issues and a long email was sent along with a form sent through their website with no acknowledgment at all to either communications. It was then that I resorted to the BBB. I appreciate your response and feel the resolution is fair. Have a nice day. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received my Final Statement via email from Bart M. on 06/07/2022, due to contacting corporate regarding my refund. I was left with a balance of $504.90. Upon review I noticed we are being charged rent for 05/01/2022- 05/16/2022, lawn, and a late fee. Our lease ended 04/30/2022 and we vacated the property 04/03/2022 due to relocating to San Antonio, TX and starting new jobs. I mailed the keys back to Pine Trace mid April, once I knew I wasn't going to be returning to drop it off. The office staff (Cecilia) was aware that we vacated the property, when she called on behalf of corporate to see if there was anything additional that could be done for us to stay. We made her aware that we've relocated to SA already, and mailed off the keys. We've had several financial errors throughout the past year with Pine Trace, and have had to reach out to Cameron at corporate for assistance with getting them fixed. We made Pine Trace aware we were moving early on in the beginning of March, we were not in the property anytime after our lease ended. If you need verification or any documents showing this please let me know. I'm not sure why Pine Trace has it as if we were, I called and asked and no one could've answer the question for me, and told me the manager would call me, which she never did, I had to call them to finally get in touch with her. This is mentally draining and exhausting, please have these charges removed as they are not valid.

  Business response

  07/14/2022

  Business Response /* (1000, 18, 2022/07/14) */ This case does not pertain to Spanish Main RV Resort in Thonotosassa, Florida. This is from the actual claim: I received my Final Statement via email from Bart M on 06/07/2022, due to contacting corporate regarding my refund. I was left with a balance of $504.90. Upon review I noticed we are being charged rent for 05/01/2022- 05/16/2022, lawn, and a late fee. Our lease ended 04/30/2022 and we vacated the property 04/03/2022 due to relocating to San Antonio, TX and starting new jobs. I mailed the keys back to Pine Trace mid April, once I knew I wasn't going to be returning to drop it off. The office staff (Cecilia) was aware that we vacated the property, when she called on behalf of corporate to see if there was anything additional that could be done for us to stay. This is from Pine Trace not Spanish Main, can you please contact the correct Resort with this complaint. Thank you in advance, Kim C******** Guest Services Coordinator Spanish Main RV Resort, A Sun RV Resort XXXXX Spanish Main Resort Trail, Thonotosassa Fl, XXXXX (XXX) XXX-XXXX Email: **********@suncommunities.com ***********@suncommunities.com Commitment* Intensity* Empowerment* Accountability* Customer Service*

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩