ComplaintsforNMB RV Resort and Dry Dock Marina

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After waiting in line for 20 minutes (because there was only one person working and she seemed to have no clue what she was doing), we rented two jet ski's on Monday, 6/3/24. A deposit was required ($618) in addition to cost of renting jet skis. Person checking us out said she would make sure the $618 was refunded same day (6/3). It is 6/4 and no refund. Called and left messages, had a hard time getting in touch with anyone. Finally spoke with someone in "marina" and they said only one person can do refunds and they are out of office until Thursday (6/6).

  Business response

  06/05/2024

  Thank you for reaching out to ********************* Resort.
  
  We hope you had a wonderful fun time Playing on the River.
  Your deposit was 300 per unit
  You rented 2 ($300x2) total ($600).
  
  Your units were reviewed and $600 minus (gas usage *****) total $583.37 was refunded on 6/3/24.
  We do not control how long the ************* takes. If you do not see it in a day or so we recommend you reach out to us again.
  We hope to see you again in the future. 

  Customer response

  06/05/2024

   
  Complaint: 21801984
  
  I am rejecting this response because: The deposit amount was not $600, it was $618.00 (see photo of *********** receipt).  If the math is done correctly, $618.00 - $16.63 (for gas)=$601.37.  Please have someone that knows how to add/subtract and has been given the authority of refunding customers (since the person answering this complaint is not one of those people important enough to do so) the correct total of the refund amount.  

  Also, don't blame my bank for the money not going in within a certain amount of time.  I believe the person that checked us out did not process the refund yet, and I've got to wait until he/she gets back in the office later this week, then wait for my bank to put the money back in. Stop making excuses and do the right thing.  

  Sincerely,
  
  *******************************

  Business response

  06/05/2024

  As you can see we respond promptly to all communication

  Thank you for reaching out to ********************* Resort.

  
  We hope you had a wonderful fun time Playing on the River.
  Your deposit was $300 per unit
  You rented 2 ($300x2) total ($600).
  You used a CCard and the 3% convenience fee was added as posted.  (these will not be refunded as posted and documented on the rental contract)
  
  Your units were reviewed and $600 minus (gas usage 16.63)total $583.37 was refunded on 6/3/24.
  We do not control how long the CCard company takes. If you do not see it in a day or so we recommend you reach out to us again.
  We hope to see you again in the future.

  Customer response

  06/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The money was refunded less the cost for gas on Friday, 6/7/2024. Thank you for your assistance in this matter.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked a site last March for a month starting mid January 2024 and paid a $500 deposit. In March we called and asked to book a second site for our daughter next to us. They said yes, when I paid half, it was more that I had paid and they said there was a price increase. Ok. When we checked in they had a bunch of issues including not finding my deposit, but showing the reservation. I showed the woman the email and said charge me the difference. She said ok, but I later saw she charged me more. When I would go to the office to discuss they kept saying they are looking into it. Then they charged me more on my CC. I went to the office 5 days in a row and spoke to the manager and the financial person. They kept saying they needed more time to figure it out and give them some time. I gave them several days and at the end of week 2 I went back. They admitted there was a billing issue between my daughters site and my site. They also said I had to pay the higher rate even though I booked my site before the price increase. They said its in the fine print. So finally after three weeks they tell me that I do have a credit, and I will be getting that and the deposits back on the key cards when I check out. So I thought after 3 weeks it was worked out. We checked out after the month and a week later no refund. Almost 2 weeks I call again and the tell me, Im in a stack of refunds. This past Tuesday, over 2 weeks after we left, I called and said if I dont get my refund by this Friday I was filing a complaint. I got a call back from someone different that told me I wasnt charged a deposit on the key cards and I actually owe them money. I was shocked. We went back and forth. I kept asking them how much a site with all the taxes, fees and the 3% credit card fee that they didnt tell us originally. I kept proving using all their numbers how much the 2 sites should cost, and how much my daughter and I paid over 5 payments. There was no debate that we were owed *****. No refund

  Business response

  03/11/2024

  *****************************
  We are sorry to hear of any and all disappointment you have.As you can tell and even mentioned in your review, We strive to have our facility top notch (beautiful) . Not only outside but inside also with staff.Regretfully the new software has been challenging for our staff, which ultimately effects our guest. We are not making any excuses.
  As with all facilities and businesses around the country we are faced with inflation.
  We strive to provide the quality of our resort that our guests expect at all times.
  
  A few points:
  Your review states the disputed amount is $1925.81 and then you state you are due a refund of 46.40.
  As you are aware and discussed with you, after an audit of your account you are due a refund of $46.60 and this has been processed on our end and again confirmed this am.
  We have also put a credit on your account of $150 that you can use on future stays due to the inconvenience.
  We hope you try us out in the future again.

  Customer response

  03/11/2024

   
  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 received the refund, thank you. You can keep the credit, I will never be back. 
  Sincerely,
  
  *************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a Rv spot starting 2-3-2024. I asked the staff member on the phone what the cancelation policy was. She stated that it was 30 dollars if you called 14 days before your booking. I said ok, I don't have the ** yet but we are buying it this week.The ** deal fell through and I called to cancel and get my refund. They then said they had a $150 cancelation policy. I stated the person on the phone never told me that. After speaking with the General Manager ****** she agreed to charge me the $30.00 fee and refund the rest. Should be a refund for $470. Three days later and ******, wont return my calls and hasn't issued my refund or canceled the booking yet. When I called asking for ******, another ****** that worked at the front door saud The ** has a note on her desk reminding her to issue refund and cancel the booking.Even the staff knows I was getting a refund.

  Business response

  09/23/2023

  We adhere to all published cancelation policies as published and agreed to by customers.

  We are sorry the customer did not read as agreed to or ask any questions. In any event he was only charged $30 as he stated he was aware of and agreed to.
  Even though he was verbally abusive to our staff, we are sorry that he is/was upset. We wish him happy camping in the future.

  we will use this as a training exercise for our staff.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was fraudulently charged for damage that they could not prove. I tried to seek resolution with the management, staff unsuccessfully as they would not return phone calls or provide camera footage. They originally promise to show as proof. I returned a golf cart at 1 PM while they were open they did not do a walk around instead they moved it to a different location were damaged occurred and they called me 20 hours later. I tried to work it out, but they refused to talk all they said, as they know theyre right, they fraudulently charge my credit card and now refused to talk

  Business response

  12/01/2023

  We are sorry to hear of your discontent with our polies. We honor all policies for all guest and expect the same from our guest. It is regretful that your golf cart was damaged while you had it rented. In any event we hope you enjoyed your stay and hope you consider us in the future as all our guest are important to us.

  Customer response

  12/01/2023

   
  Complaint: 20301635
  
  I am rejecting this response because: I asked management for proof that I damaged it for pictures for videos, and I was told that was not your responsibility to show me that I damaged anything even in the response of the manager where she told me the vehicle was located was not where I left it factor the matter is, you could not show me that I did anything to that its just poor practice to charge people yet not prove anything nowhere else in the world. Can you do that? 
  
  Sincerely,
  
  ***********************

  Business response

  12/04/2023

  We are sorry to hear of your discontent with our polies. We honor all policies for all guest and expect the same from our guest. It is regretful that your golf cart was damaged while you had it rented. In any event we hope you enjoyed your stay and hope you consider us in the future as all our guest are important to us.

  Customer response

  12/04/2023

   
  Complaint: 20301635
  
  I am rejecting this response because: You keep getting confused I never damaged the golf cart and you never proved I did just cut and pasting. A simple response is not a simple response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This business has utilized illegal business practices and has accused tenants wrongfully of disorderly conduct. They have retained and used our credit/debit cards without our authorization and when confronted about the issue told us that they were allowed to do so without our consent. We were then evicted from the campground on grounds of disorderly conduct claiming that we were rude and disturbing the peace when all we had done was explain why we were upset. Our voices were never raised and they time and time again insisted that we "calm down" though we simply expressed our displeasure at the illegal activities taking place. The office staff is incredibly rude and when faced with any face to face displeasure resorts to blaming the tenant for being aggressive. There have been many reviews online supporting our views and unfortunately we did not bother to read them prior to moving here. The only evidence we have of this is a bank statement showing the fraudulent charges, emails disputing the charges, and our good word as no one besides my fianc and the office staff witnessed these encounters. I did a stop sign accidentally however and instead of being contacted civilly I was left a threatening message instead of one that any civil person in the service industry may have left simply requesting a call back to discuss the matter further. I would like a call from the owner specifically so that we may discuss the attitudes of her office staff and the legality of the business practic and a refund of the three remaining days that we have paid for because we would not have time to vacate the premises on the day specifies as our final day due to prior work arrangements scheduled at our employing hospital. We must leave on Jan. 21 rather than the 24th that we had paid through.

  Business response

  12/01/2023

  We at NMB RV are sorry to hear of your discontent. We strive for customer satisfaction and honor all rules and regulations as posted for our guest.  We expect all guest to abide by and honor all rules and regulations for the consideration of other guest. We hope you enjoyed our facility and consider us in the future. Happy camping.

  Customer response

  01/15/2024

   
  Complaint: 19361836
  
  I am rejecting this response because:
  The issues we faced were not addressed and we broke no rules other than express our concern with the business practices of the park including illegal and fraudulent use of credit card that they were not authorized to use. The office staff was very rude, extremely unprofessional, and engaged in fraudulent activities.  
  Sincerely,
  
  *******************************

  Business response

  03/28/2024

  We at NMB RV are sorry to hear of your discontent. We strive for customer satisfaction and honor all rules and regulations as posted for our guest.  We expect all guest to abide by and honor all rules and regulations for the consideration of other guest. We hope you enjoyed our facility and consider us in the future. Happy camping.

  Customer response

  03/28/2024

   
  Complaint: 19361836
  
  I am rejecting this response because:
  All rules were strictly adhered to. Your team was abusive, rude, and broke the law by filing fraudulent charges on cards you were not given permission to charge. 
  Sincerely,
  
  *******************************

• Initial Complaint

  06/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reserved a camping reservation on Aug.31, 2021 and my reservation total was $408.20 for 4 nights starting July 1, 2022. I paid the deposit of 206.60 and had a balance of 201.60. Just recently prior to my arrival for July 4, they sent out an email stating that I owe an additional 100.00. I called to speak to the assistant manager, Deanna letting her know that when I booked in Aug. I have two email stating how much I agreed to pay and there was nowhere stating the prices were subject to change AFTER I confirmed that I would pay that price with my deposit back in Aug 2021. Deanna put me on hold then proceeded to tell me that it states it on the website. My reservation went from 408.20 to 501.16. I now have to an additional 93.96 before checking in on July 1, 2022. I have emails stating all the reservations confirmations, when it was booked and how much the total was. There was no documentation on my email confirmation stating the rates would be subject to change in August BUT the new email does state the rates are subject to change. (A little late after already booked the reservation) I booked with that RV site in Aug. because I agreed to pay that price per night.

  Customer response

  07/07/2022

  I have NOT heard back from the company

  Business response

  07/11/2022

  Our policies and prices are listed online as well as on the confirmation that the customer receives about prices subject to change and cancellation policies. We allow booking for 2 years out with the understanding that the prices are subject to change. The moment a reservation is made and finalized all policies apply as stated in our policies and regulations page online.

  Customer response

  07/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already attached all documents that show that in the first reservation there is no documentation stating prices would change. When you book any reservation at any company the norm is once you book at that price, then you pay that price. If you book a hotel for 250 dollars and then you check in they tell you it is 350. That is NOT the deal you agreed to. This is the same situation. I agreed to the price when I booked earlier in the year. I do NOT agree with the new price. All documentation is submitted where it does not say "prices may change"

  Business response

  09/27/2022

  Business Response /* (1000, 9, 2022/07/11) */ Our policies and prices are listed online as well as on the confirmation that the customer receives about prices subject to change and cancellation policies. We allow booking for 2 years out with the understanding that the prices are subject to change. The moment a reservation is made and finalized all policies apply as stated in our policies and regulations page online. Consumer Response /* (3000, 11, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already attached all documents that show that in the first reservation there is no documentation stating prices would change. When you book any reservation at any company the norm is once you book at that price, then you pay that price. If you book a hotel for 250 dollars and then you check in they tell you it is 350. That is NOT the deal you agreed to. This is the same situation. I agreed to the price when I booked earlier in the year. I do NOT agree with the new price. All documentation is submitted where it does not say "prices may change"

  Business response

  12/01/2023

  Thank you for reaching out to NMB RV Resort.

  At NMB RV Resort we value all guest and appreciate you as a customer. We stand behind all policies as post. We ask that our guest do the same for the fairness to all guests. We hope you enjoyed your stay at our facility and look forward to seeing you in the future. Happy Camping

  Customer response

  01/04/2024

   
  Complaint: 19359427
  
  I am rejecting this response because: This has been going on for over a year and nothing has been done to rectify or try to fix the problem. Not one person from this business will call me back or respond to emails. This is the only way I can get them to respond. 
  
  Sincerely,
  
  *********************

  Business response

  01/09/2024

  Our policies and prices are listed online as well as on the confirmation that the customer receives about prices subject to change and cancellation policies. We allow booking for 2 years out with the understanding that the prices are subject to change. The moment a reservation is made and finalized all policies apply as stated in our policies and regulations page online.

*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. ↩