ComplaintsforNickerson Park Campground

• Initial Complaint

  10/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 19, 2022, I called in a $100 deposit for a campsite reservation. At that time, I received an email confirmation that states that the total amount of the reservation is $537.60. On October 19th, I received an email from Nickerson stating that the amount of my reservation was $742.56. I called to discuss this promptly with Gina at their office, and was told that "prices go up." Nowhere in the initial reservation did it say that prices may increase AFTER I have paid the deposit. I have called numerous times to speak with the office to work towards a resolution, with no success. There are two other people in our group that have the same situation where they paid $100 for a deposit on a campsite, and their total reservation was upcharged AFTER the initial deposit. In fact, one person in our group was charged an additional $550!

  Business response

  11/08/2022

  To Whom It May Concern,This letter is in response to the notification of a complaint about our business.  The complaint was submitted on 10/29/22.After an investigation on my part I can say without a doubt that the information in the complaint is not valid and is all a matter of miscommunication.  My determination is based on the following information.1. On September 19, 2022 the customer did make a reservation for 2023 and put down a $100 deposit.  The reason that she only put down a $100 deposit is because we did not have our final 2023 rates at the time.  Our policy is that all reservations have to be paid in full at the time the reservation is made.  She was told this on the phone call and she also received a confirmation that was dated 2022 not 2023.2. ON our confirmation and on our website it states that rates may change at any given time. 3. On 10/19 after we had our finalized rates we sent new confirmations to everyone for the 2023 season.  The customer called and asked why the price had changed.  She was told again that the quote she received was 2022 rates not 2023 rates and that is why the confirmation said it was 2023 not 2023.  She said she would have to think about whether she would keep her reservation or not and would like to speak to the manager.  The manager was on Vacation at the time.  4. Our office was closed from 10/21/22 to 11/3/23.  During that time we had a girl answering phone calls and logging information for us.  She was told that the managers would be away and that someone would contact her upon their return.  On 10/29 the manager responded to her facebook message that she sent asking why no one had gotten ahold of her as she had left many messages.  She explained to her that we were out of  office and would return on 11/3 to respond to her call.  On 11/3 we returned her call and explained all of the above to her again.  5. On 11/4/22 am the customer left a voicemail asking for her reservation to be cancelled.  To our knowledge this matter has been addressed.  Attached you will find the transaction log from our reservation system.  Rosemary C******ManagerNickerson Park Campground

  Customer response

  11/15/2022

  Better Business Bureau:  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. In response to Nickerson's is as follows: Matter #1 :  The email confirmation WAS dated 2022 but it clearly states (under set up fees that our arrival date is 7/30/2023!!!) at a rate of $537.60.  Bait and switch for sure as the next email which is attached reflects a set up fee hundreds of dollars more. Matter #2 : Nickerson's noted their confirmation states that rates may change at any given time.  Not so.  Both the original confirmation with the DEPOSITED rate and the increased rate confirmation - both which are attached- CLEARLY DO NOT say anywhere on them that the rates may change. Matter #3 :  We had a deposit on a rate of $537.60 which clearly changed to $742.56.  This I feel is unacceptable and unfair.   Matter  $4 :  Nickerson's speaks about our phone calls that went unanswered.  My initial call to Gina on October 20thwas a request to speak to a manager.  At that time Gina said she will speak with her about the situation and call me back.  This may have been a lack of communication as it took I was never able to speak to her and in fact did not hear from them until I received a call on November 3rd  I cannot think of a situation having owned and run a travel agency for almost 15 years where I received a deposit and changed the rates.  This is a contract.  In my eyes we had an offer and acceptance and consideration.  Those are the 3 things needed for a contract.    Regards,  ****** ******* 

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