ComplaintsforRocky Fork Ranch LLC

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was told when purchasing this campground package that it was a year round pool and campground. Now the pool is closed and no water if you want water you have to drive to Newcomerstown Ohio a 20 minute drive that you would have to get water If you are not there 24 hours a day they fine you even when you ask to leave because the internet and was told that you could leave as long as you return within 24 hours and still was finned

  Business response

  11/14/2023

  Thank you for the opportunity to address your concerns. First, I would like to apologize. We should have done better in advising you that the indoor pool was being closed for annual maintenance. You are correct that we have a disconnect on communicating these items to our members. We take these items seriously and again am sorry for the inconvenience and disappointment this caused your family and your vacation. Our takeaway from this is that through our confirmation process and our website is to place a live calendar to advise members by resort our scheduled maintenance as far out as possible. This will not be able to cover everything but believe it will be able to accommodate most. We will also provide the link to our website on our confirmation also for additional visibility. We appreciate your feedback. At Rocky Fork Ranch, we have 2 filling stations - one at the ranch house and one at the club house. We have researched and found that the new team member had misinformed you that water was not available. The resort manager updated them and had them reach out to you. I am unclear whether that was going to your site or calling. Either way, we understand that this caused a major inconvenience for you. Please know that this is not our typical service and are sorry. We will make sure that our team members are aware and are looking at signage. Additionally, should you have questions, we do have an “after hours host” phone number that you can call, and we have more seasoned staff handling those calls. Regarding the unattended camper fee, the member guidelines state that you may not leave your RV unattended overnight. Your fee was greatly reduced in a compromise to resolve the issue, since you did leave your RV unattended for multiple nights. For your inconvenience, I will have my team send you something for your inconvenience. Should you have any questions or concerns, please feel free to contact us at the above email.  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We scheduled a camping trip from 11/2-11/5 and there is no water that we can hook up to our camper we called and asked what the issue was and they told us that the water was shut off November 1st we then proceeded to ask if there was a filling station and they told us we would have to drive to newcomerstown to fill up. The pool is also closed. They need to make people aware of this stuff especially after we just upgraded our membership in August. A phone call would have been nice. I now feel as if we were lied to and taken advantage of. I would like others to know this so they also aren’t taken advantage of and they know what to expect as this was said to be a year round hookup rv park.

  Business response

  11/14/2023

  Thank you for the opportunity to address your concerns. First, I would like to apologize. We should have done better
  in advising you that the indoor pool was being closed for annual maintenance. You are correct that we have a
  disconnect on communicating these items to our members. We take these items seriously and again am sorry for the
  inconvenience and disappointment this caused your family and your vacation. Our takeaway from this is that through
  our confirmation process and our website is to place a live calendar to advise members by resort our scheduled
  maintenance as far out as possible. This will not be able to cover everything but believe it will be able to accommodate
  most. We will also provide the link to our website on our confirmation also for additional visibility. We appreciate your
  feedback.
  At Rocky Fork Ranch, we have 2 filling stations - one at the ranch house and one at the club house. We have
  researched and found that the new team member had misinformed you that water was not available. The resort
  manager updated them and had them reach out to you. I am unclear whether that was going to your site or calling.
  Either way, we understand that this caused a major inconvenience for you. Please know that this is not our typical
  service and are sorry. We will make sure that our team members are aware and are looking at signage. Additionally,
  should you have questions, we do have an “after hours host” phone number that you can call, and we have more
  seasoned staff handling those calls.
  For your inconvenience, I will have my team send you something for your inconvenience.
  Should you have any questions or concerns, please feel free to contact us at the above email. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 2/11/23, my husband and I visited Rocky Fork Ranch for a scheduled drive thru and after continuously stating that we needed to go home and think about the package options, they continued to pressure us into taking “advantage” of an “ownership” deal to be paid monthly for 72 months. They continued to give us “time to discuss it” while we were there, and I continued to express that I didn’t think it was a good idea. They continued to pressure us by offering discounts and vouchers and refused to stop the harassment. We were presented with documents and were not given enough time to go thru each section and were physically and mentally exhausted from their persistence for 2+ hours and we signed the documents. We attempted to contact them on 2/12/23 to request cancellation due to them not being clear about certain promotions and some misleading information, but could not get a hold of anyone. On 2/15/23, 3 business days after the documents were signed, and during the “cooling off” period, we were unable to reach anyone at their office, so we proceeded to not only mail a request for cancellation of agreement certified letter, but we also faxed and emailed the company with the mentioned letter of cancellation that ****** ******* ** ******* told us to send within 5 business days and that would cancel everything. But the rude manager called my husband and told him “you’re going to have to pay an attorney and still pay me” and was not trying to professionally solve the issue, since we were still within the 5 business days. They are refusing to cancel the agreement, for which we were not given reasonable time to read and were pressured to sign by 2 people, and are refusing to solve the issue, which we addressed within the time allowable by ****** ******* ** ******* to completely void this contract. They are misleading people to get a “deal” package by giving you a false “21 days free with no commitment”, and harass you while there until they brain wash you into signing.

  Customer response

  02/17/2023

  I want the contract agreement canceled 

  Business response

  02/24/2023

  Thank you for this opportunity to address your concerns. We did receive your cancellation request with your rescission period. Our representative has attempted to reach out to you. Please reach out to the representative so that we can finalize your cancellation. Thank you.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sales presentation was misleading. We bought this in October of 2020 under the belief that we would be able to tent camp at no charge whenever we wanted and keep our camper (which we did not have at the time) for free during the summer months. We have already paid over $4000 towards the membership and were also charged maintenance fees up to $800/yr plus COVID expenses. These were automatically deducted from our account. We have been there once, this was a cabin stay, the cabin smelled like animals and was tiny, but we made the most of our time. We purchased a used trailer from our neighbors this summer, thought we would take it and soon learned we have to move it monthly and can not be gone more than a couple days. We were told we could leave, we pay $120/month FOR NOTHING! we have contacted them many times and tried to get out of this but were told we'd have to pay over $5000! they are basically stealing our money. the campground is not well kept, the sites are tiny, the amenities are all expensive. Horse back riding for $5+ for 2 minutes. The only thing that is free is the pathetic dirty mini golf with outdated dirty holes. This place is horrible. We aren't asking for anything, just to get out the agreement and they are unwilling to negotiate, this has become a financial burden.

  Business response

  01/30/2023

  Thank you for this opportunity to respond to your concerns. We understand there is a lot of information in a short amount of time, and it can be overwhelming. During the signing process, reading of your contract, like any contract, so we can address questions is advised. During the presentation, you are shown the membership levels to choose from that best fit the services you desired before you ultimately choose your membership. 
  After reviewing your contract, the membership you chose allows for free Tent camping or cabin rental at member rate at our resort. You can stay up to 14 days at a time and must be out for 7 days between stays as stated on item 2. “Use Privileges” of your membership agreement.
  In your statement you said you were “charged maintenance fees up to $800/yr “ Your annual maintenance fee is about half of what you quoted and can be explained further by reaching out to our billing department at ************.
  Per the member guidelines, #34. Members may not leave an RV on site unattended overnight. This is to ensure site availability to all members. Regarding our amenities, we have several available at no charge to our guests including indoor and outdoor pools, hiking trails, planned themed activities, mini golf and driving range, disc golf, game room, and several sports courts. The only amenities that have an additional cost is the paint ball and horseback riding due to the increased cost of upkeep and maintenance and staffing for these amenities.
  Your experience in our rental cabin is not typical for our guests, and I do apologize that you feel it was unsatisfactory. We hope this was brought to the resorts attention so that we could address the issue. We are very proud of our resort and encourage you to voice any concerns to the resort staff if repairs or maintenance are needed.
  As you know, you cannot cancel while carrying an open loan for your membership. Once this is paid in full, we are happy to discuss options with you regarding your membership.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  see Attached document

  Business response

  06/13/2022

  Hello,

  We have discussed this situation with the members multiple times. Their contract does not state they have a 4 year opt out listed in it. The member claims she has a page in her contract that states such. We have asked multiple times for a copy of the page they are referring to multiple times and have yet to receive anything. Once that document is provided we will be more than happy to produce the pay off amount in writing. We look forward to hearing from you soon to resolve this matter.

  Business response

  06/28/2022

  On 6/15/22 we received a copy of the contract showing they do, in fact, have a 4 year opt out clause in their contract. Since that date we have tried reaching out on 4 different occasion. Each time the voicemail is full and we are unable to leave a message. If the members could please mail in a signed letter requesting to cancel and a payment of 4 years advance maintenance fees, in the amount of $1707.26, we will cancel the membership. Please mail the letter and payment to **** ***** ****** *** ******** ****** ** *****. Attention Member Services.

  Customer response

  06/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *** ******

  I will send out a check today and consider it done. Just FYI we clear out our voice-mail. Interesting once confronted with the truth of me having sent the documents that proved we have the opt out option, they decided they did recieve them but threw the blame on us. I never would have had to go thru BBB if they would have lived up to their part of the contract. Thank you for your help. I give TRA an F. Big fail. THANK YOU AGAIN !!!

• Initial Complaint

  05/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I purchased a membership I was told that my yearly dues would never increase because I have CML. My dues have increased every year since 2013. Management just laughs and said if we didn't write it in your contract we won't honor what we told you.

  Business response

  05/18/2022

  Hello Mrs* *****

  I am very to sorry to hear about your frustrations with your membership. *** has contracts in place to avoid these types of issues. If it is not written into your contract that an exception was made and the agents are unable to make back dated changes to the account. However, customer satisfaction is of the upmost importance to us and although I am unable to go back and make changes to your past maintenance fees, I will be happy to freeze your account at the current rate. I did receive your request to speak to a supervisor yesterday and was unable to reach you. Please respond here if this is satisfactory for you or you can call me at ************ Monday - Saturday from 9-7pm EST 

  Thank you!

• Initial Complaint

  04/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This has been the absolute worst decision we've ever made. Lied to from the beginning, have not been able to use our camper at anytime due to the lies told. Absolute nightmare to cancel. Paid loan off then told we owe another $3000.00 for maintenance fees or we'ed owe them yearly for life!! So many different departments we talked to and no one knows what the other's job is so adds to their lies!!!

  Business response

  04/28/2022

  Member satisfaction is our main priority. We are very sorry that you have had a negative experience. Please be aware we will be reaching out to you within 24 hours. You can also call us at ************* one of our member service agents will be happy to assist. Thank you.

  Customer response

  05/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Admittedly, we fell behind in our payments to TRA during covid however over the last three months we have been attempting to contact TRA via every way possible to make payment on our account and bring it current. We were unable to pay via the account portal and we received a message each time to contact TRA for assistance, our account appeared to be locked. We left messages weekly and NEVER received a telephone call back. Finally two weeks ago we reached a representative via telephone and he said the account was turned over for collection, we called the collection agency and they said that the account was not in their office but with TRA and we could make payment directly to TRA. We spent another week trying to get someone from TRA on the phone again to be told the account was in collections, we advised them that it was not and they were to resolve it and call us back. It is in NO fault of our own that TRA does not have enough employees to contact customers back to resolve these issues. We received absolutely no communication from TRA via mail, email, or telephone that the account was being turned over for collection. After speaking with the collection agency we were told this account was "just loaded" and they in fact did not have it when TRA said that they did. We have repeatedly tried to remedy this situation with TRA and they are non-responsive and unwilling to assist us. We are looking for help from the BBB to make this right. TRA has been awful to work with and they are clearly just trying to make extra "collection" fees from our account that they then intend to suspend.

  Business response

  03/24/2022

  We apologize for any frustrations you may have experienced in getting ahold of our Billing department. Please be assured that member satisfaction is our top priority. We do ensure that if representatives are busy helping other members that missed calls and voicemails are attended to as soon as possible. We will have our agent reach out to assist you within 48 hours.
  If you need any assistance or additional information regarding your membership with us, please email us at ******************************

  Customer response

  04/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The businesses response is not true, we have not been contacted by the business to have our account reinstated.  I have sent two emails to the email address provides in their original response with absolutely response.  The collection agency has contacted us for full payment of the loan and maintenance fees plus hefty collection fees.  We want to talk to a member of the TRA BBB tr directly via telephone to resolve this satisfactorily

   
  Regards,
  
  ****** *****

  Business response

  04/06/2022

  Our Member Services Head talked to the member today and we have come to an agreement that satisfies us both. 
  Please be assured members satisfaction is our top priority. You can reach us directly by contacting Member Services or emailing ******************************
  
  
  
  
  

*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. ↩