ComplaintsforBear Camp Cabin Rentals, LLC

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  attached is the reservation confirmation from Feb 21, 2024 and all emails regarding reservation starting April 14, 2024. Discover says they can't dispute since it isn't fraudulent, haven't received letter yet. They won't send out a check even though they claim they can't refund to my discover checking account after they were able to pull the money out of it when i made the reservation. attached is all email correspondence.

  

  Business response

  05/09/2024

  I am so sorry ********* ******** about this refund. From what I understand we were waiting for the chargeback to come in so we could just approve the chargeback and you would get your money that way. I have spoken to the accountant today and she is cutting you a check right now.  Once again we area so sorry and I think there was just a break down of communication for this refund and once again we are so sorry about this and it was a pleasure to speak to you today.

  Customer response

  05/09/2024

  
  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.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were discriminated against; I may take legal actions. I made a reservation last month for Bear Elegance Cabin for my boyfriend & I birthday month celebration on 12/30/2023 & made 2 payments $351.11, 01/09/2024- $474.48. When it was close to the time to travel, there was a weather issue around Tennessee and New York. I watched the news tht week & called each day to see if we could reschedule but was told tht I couldn't and if the service people could not go up to the mountain, then we couldn't, but I was assured tht it would be fine because there was no snowstorm where we were renting. On 01/19, while waiting on a connecting flight. I received a text message in the evening time tht our cabin was moved because the service people could not go up to clean. I was told to call; I spoke to someone and was given an option to receive a voucher or accept the new cabin. I had no choice because we were already heading there. I was accommodated in a cabin that was not compared to what I had originally paid for. I called back and spoke to the reservation person and was told tht they did not have any other cabin available. I told her tht we paid a lot of money for the original cabin & to be given something we're not happy with. As soon as we're about to board I received another text tht the cabin was changed with an inside Jacuzzi. We got in late tht night and the cabin we received was unacceptable. The master bed shower wall by the nob had a huge hole in it, the master bed toilet did not flush, and the arcade game did not turn on. We were stuck with a cabin tht was not to our liking and was given no option whatsoever. I feel that our cabin was given to someone else, there was no snowstorm over the weekend and the reservation people did not at least switch us to our original cabin the next day or give any kind of compensation. Our vacation was ruined, and your staff was not all tht helpful. It was either take it or be stranded. I would like a phone call to discuss this matter.

  

  Business response

  01/26/2024

       We appreciate your contact with the BBB regarding this claim, and we are grateful for the opportunity to respond. We must express our strong disappointment and disbelief regarding the allegation of discrimination against us. We want to clarify the situation by referencing the contract that you signed, which clearly outlines our policies.
  
  The contract explicitly states that no refunds will be issued for acts of God, no refunds will be given after check-in for any reason, and early departures, including those due to inclement weather, are non-refundable. Furthermore, it clearly states that mountain roads can be challenging throughout the year, and we do not guarantee road surface conditions. We strongly advise all guests to have 4-wheel drive vehicles or snow chains for their tires. No refunds are provided for inability to reach the cabin due to road conditions, including ice and snow.
  
  In addition, we have attached a screenshot from a local resident in Sevier County who mentioned Bear Mountain just two days ago on Facebook. It is important to note that your reservation was scheduled from the 19th to the 22nd of January. On the 18th, we proactively messaged you to remind you of the inclement weather conditions and the necessity of having a 4-wheel drive or snow chains. We informed you about the icy and snow-covered road to your initial cabin and asked if you would prefer to stay there or relocate to a safer option. When you called, you expressed a desire for a similar view to Bear Mountain, which was not feasible without a suitable vehicle. We then offered you a voucher, but you declined, stating your intent to proceed with your reservation.
  
  In an effort to accommodate your preferences, we relocated you to Deer Run, which offers a lovely view albeit not a mountain view. We believed it was a safer choice, especially with the pristine snow covering. However, you expressed a desire for a cabin with a jacuzzi, and we promptly arranged for another transfer to meet your request. If our intention had been discriminatory, we could have insisted on Bear Mountain without considering your safety. However, we did not take that route.
  
  It is essential to emphasize that our actions were motivated by your safety and satisfaction. We are well aware that individuals from Florida may not have experience driving in mountainous terrain during inclement weather, and this was not a factor in our decision-making process. Discrimination has no place in our company, as evidenced by our diverse staff and the owner's own inter-racial marriage.
  
  We genuinely wanted to ensure you had a safe and enjoyable vacation. Regrettably, due to the challenging weather conditions and the inability to reach the high-up cabins with your vehicle, your stay did not meet your expectations. However, we want to stress that our objective is to provide excellent service and uphold our reputation as a successful business. We apologize if your experience was not as expected despite our efforts to accommodate your preferences.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are traveling from Morehead, KY to stay the weekend in a cabin. We are currently in a winter storm and can not make it to the destination due to roads being impassable. We have asked to change our reservation to another date due to emergency travel issues. They will not let us change our dates. We are not asking for a refund we just want to change our travel date to time that will be safer for travel. If they can’t change our dates we would like a refund. I spoke with ***** and she said she can’t do that because the travel conditions are not bad enough at the resort location, but she was delayed getting to work due to poor road conditions. My wife and mother in law are traveling by themselves with 2 small children and this would not be ideal or even smart to make this trip. Also the weather conditions are expected to get worse for the return trip.

  

  Business response

  01/22/2024

  I can't address this fully because none of the information that has been given match up to our system. I tried looking up the name the phone number and the email address. But in general no we can't refund due to our contract. If the contract is signed then they saw where we don't refund or cancel due to the roads or weather.  If they would like to let me know what the name email address or phone number that is on the account I can look up the notes and other info

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March I reserved a cabin for a June vacation. This cabin was a three story cabin with lots of space and a very nice view. The day of check in (we were on our way) an email stated they were trying to reach me that day because house was now unavailable. I called immediately on the side of the road and I was told the house failed a safety inspection that day. I was given two other choices. Both much smaller and nothing like my rental before. By now it's close to 5:00 and my family was stranded so we had to choose over the phone one of them. We were assured we would love it because of the view. Every single day for 6 days we woke up to construction right next to us. I understand we can't control construction but we did not reserve this. We work hard to get away and this was stressful. I was offered Dollywood tickets which is a joke. I had bought those months ago to. I would like a refund on this terrible vacation. My kids couldn't sleep well bc no space even with a blowup mattress I received. This home was far from what we reserved. Totally dissatisfied with Bear Camp Cabins and their efforts to accommodate us with a property similar to what we reserved.

  

  Business response

  06/26/2023

  Thank you for allowing me to answer this complaint

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were charged twice for Bear camp Rentals of 847.00 on September 12th and March 1st. We stayed at Mountaintyme cabin through Bear Camp Rentals March 11th through March 14th. We were very disappointed in our stay there. This is a list of the following problems: 1) driveway was supposed to hold 3 vehicles. There was a large tree root that had the asphalt lifted up which would damage car tire. Thus, it held only 2 vehicles. Due to this we had to park one the vehicles all the way down the mountain. 2) It was not handicapped accessible. My wife's grandmother is 97 years old and due to hip surgery cannot climb stairs. The entrance was on the basement, so she was confined to the basement the entire stay. After we complained about this Bear Camp rentals changed the description of the cabin and stated that you enter through the basement. 3) There were numerous large stains on the carpet. Possible due to someone getting sick. 4) Black water coming out of shower and faucets after the second day. Thus we could not take showers or use the water for cooking or brushing our teeth. 5) The bed mattress covers were extremely dirty. Furthermore, the comforters were extremely worn with holes. It looked like they were bought at a garage sale. 6) The oven did not work properly. 7) The accessories in the kitchen were not adequate. The mixer did not work. There were no potholders. Lastly pans glasses and silverware looked like they were all bought at a garage sale. They were all extremely cheap and did not match. 8) The balance on window in the living room was broken. 9) Lastly the cabin was not properly clean when we moved in. For the price we paid for the cabin plus the 200-dollar cleaning fee that everyone who rents is required to pay was not worth it for what we received. I did complain to Bear Camp Rentals and was told that it was up to the owners of the cabin to take care of any maintenance issues.

  

  Business response

  04/20/2023

  Thank you for taking the time to leave us a review. I would like to apologize for your dislike of the cabin that you rented. I would like to address some of the things you listed.

  for starters you were charged twice once was hafe your payment when you make your reservation the final payment comes out 10 days before you arrive. I have included the contract to show this

  #1 This is the first were hearing about a tree root coming up through the asphalt no one not even you have said anything to us about this so thank you for letting us know and I will get someone out there asap to get that looked at.

  #2 We never listed this cabin as being handicap accessible as a matter of fact none of our cabins are ADA compliant so we never list anything as being handicapped  accessible and I will include descriptions of this cabin from today and 2018 to show that nothing in the wording has changed at all.

  #3 You did tell us about this and we thank you for that because now that you have told us we have gotten the carpets cleaned and refreshed so thank you very much for letting us know.

  #4 You called our office on the second day of your stay and you complained about the capet and the steak knives and how everything looks like it was dollar store quality not once in that call did you say anything about water being discolored because that would be an emergency and we would have sent someone out ASAP to look at that. I have included all the documents to show when you called us and what you informed us about.

  #5 -#7  Just because you don't like how someone else has their home decorated or furnished does not mean the house is bad it just does not fit your tates the owner of this cabin has it decorated to their taste and their liking and I find it rude that you would say everything looks like garage sale items. I go to garage sales all the time and find very nice things so for you to try and use that as a down on the cabin I do not apricate it to much. and no not everyone pays 200 for the cleaning fee the cleaning fee changes with each cabin so what you paid 205 for someone else may have to pay 300.

  I am sorry you didn't like your cabin but if you decide to stay somewhere else in the future please before you bash a company please give them fair chances to fix what you think needs to be fixed.and no it isn't up to the owners to do maintenance it is up to the owners to replace things in the cabin that they would like as in bedding and decorations things to that nature we take care of maintenance and we would have taken care of what you asked if you would have informed us. 

  Customer response

  04/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did complain when I was there and also when I got back I talked to the manager on the phone and also via email.  The manager was totally aware of all the problems.  after I got back I read some of the reviews of BBC and they always respond as if they were unaware of the problems.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at the Tree Tops rental property at 2509 Piney Dr. from April 7-10, 2023. We checked-in on the evening of April 7th after business hours and attempted to use the outside jacuzzi. Jacuzzi would bubble but would not heat, tempature stayed at 71 degrees despite us following instructions in binder. We called first thing the next morning to report it and we're told a work order was placed. We returned that evening and it still was not heating and we were not informed of anyone coming to fix it. The next evening we returned to use it and it still was not heating. We called the morning of our checkout to inform them that we could not use the jacuzzi at all as it would never heat and was never fixed. The office manager said a repair man had come April 8th and said it was working. We informed her that it was never "working" or fixed as it never heated up. ***** was not apologetic or empathetic to the fact that we spent $1300 to stay here and we could neve use the jacuzzi amentity we paid for. She admitted that she knew we were never informed a repairman had entered the property and attempted a repair and her response was that "you should have kept calling us". So bottom line our whole trip we could never use the jacuzzi, despite placing a prompt work order at the start of our 3 night stay. We will NOT revisit, refer or recommend this rental company to anyone as we had a horribly disappointing experience. We would like the business owner to acknowledge that this is how his/her customers are being treated by his office manager. Thank you.

  

  Business response

  04/20/2023

  Thank you for your review. I am sorry you had a problem with your hot tub. When you called us the day after you arrived to let us know you were having a problem with your hot tub we sent out our maintenance guys that same day. When we ask if they can come in if your not there that is because they do come to the cabins when people are out enjoying their stay. We came in we checked the hot tub and made sure it was in good working order. In the contract you signed it states we do not refund for Hot tubs and you signed that contract stating that you agreed to this. 

  Customer response

  04/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: Your repairman did not confirm it was working, it was not working before or after he supposedly visited. I would like to be provided the documentation from the repair man showing that the hot tub was heating, because it never heated as I stated before. I'm sorry but you or your repair man is lying. Secondly, I am not being allowed by the office manager to leave a review by this company after requesting an opportunity to do so. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  01/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A few months ago, we rented a cabin in Pigeon Forge, Tennessee through Bear Camp Cabins Rental so that we could have our dream Christmas vacation in an amazing cabin in the woods. We had reserved Big Sky (cabin name) from 12/24-12/29. Around 5PM my family and me arrived at the Cabin, unloaded our luggage and groceries purchased for our stay only to learn after that the Cabin had no water and therefore was uninhabitable. I called Bear Camp Cabins, and a lady by the name of Maureen (I believe) told me that they knew the situation, that because it was too cold the water froze underground and would not come into the cabin. Meanwhile all the other cabins around us were inhabitable and had running water. I was getting anxious because it was about to be sundown and we had no place to go. I had to call Bear Camp Cabin three times and they kept telling me to wait, they would not transfer me to a manager, as I requested to speak to one several times. No one ever called back from Bear Camp Cabin, after around an hour I received an email from them with an address to another Cabin and a door code to get in, but only from 12/24-12/26. This other Cabin by the name of Smoky Mountain Loft, was a lot smaller and nothing like what we were hoping for. At this point it was Christmas day and I was not able to get a hold of anyone at Bear Camp Cabin Rentals, I did speak to someone from their answering service and left a message with all my concerns but no one ever returned my call. On Monday 12/26 I spoke to their front office again, they took a message and refuse to transfer me to a manager. By 10:30AM I called again and Maureen answered the phone and acted as if she couldn't care less in regard to our situation, she told us that we were not the only ones with a Cabin problem, I complained about the terrible service that I was receiving, and I asked if my original Cabin, Big Sky, was ready for us to return. At this time, she changed her story and told me that a plumber had installed a pipe above ground that the water had frozen and therefore there was no water in the cabin. At this time, she asked for us to pick up and leave Smoky Mountain Loft because someone else was supposed to be checking into in on 12/26. I asked, where are we supposed to go with all our luggage, little kids plus all the groceries we had purchased, she told me to drive around town and wait to receive a call from her, and that they could not guarantee that Big Sky water situation would be fixed that day. At this time, we did just that, we left the cabin feeling unsafe and vulnerable, in a frigid cold environment. We were feeling nervous and taken advantage of. At that moment I decided to rent a hotel room to guarantee our stay somewhere. The next day 12/27, I visited Bear Camp Rentals again, because NOONE would reach out to me, and they did not have a cabin to give us. I spoke to Genie in their front desk, I requested a manager, the manager was in a small office behind their front counter and would not come out to speak to me, her name was Jennifer. I was telling them that they were not able their end of the deal and that I had to go rent a hotel room and I was requesting a refund. Jennifer said, through the window, that the only one that could authorize a refund was John. They promised me that in about an hour they would call me to let me know what John had said. They never called me. We had to move to another hotel room because the hotel that we were staying at did not have vacancy until 12/29. We kept missing time out of days because every hotel check in time was at 4PM. On 12/29 I contacted Bear Camp Rentals and they told me that John had authorized a voucher. I did not want a voucher because I am not planning on coming back any time soon; they had managed to put me and my family through hell in they were not able to provide us with a safe and reliable place to stay as we had hoped they would have. We were never able to open our suitcases and put our belongings in a closet because we were going from place to place, they were unreliable. Some of my family members were crying, our dream vacation was a total disaster. On 12/29 I emailed Bear Camp Cabins and asked them nicely to please refund our money, and they never answered me. I feel like they are scammers and that they do not hold their end of the deal and still want to get paid for nothing in exchange. Please help me get my money back and send a message to this terrible company, that this is no way to treat a consumer in Tennessee. Thank you

  

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2023/01/12) */ I am so sorry that we had the freak 40 year storm this christmas. I have to follow the contract so that everyone is treated the same. I know it isn't the outcome that anyone wants when there are problems but I hope we have the chance to see you again with your 3 night voucher. Consumer Response /* (3000, 7, 2023/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) All I know is that we were not able to enjoy our dream vacation because the cabin that we had reserved did not have any running water. Your employee admitted to me that you were aware of the situation, that a plumber installed a pipe above ground and the water froze, you were not able to find another cabin for the rest of our stay and you cannot charge me for the same fee for the little cabin that you forced me to stay for two nights, that was not a place that I would have chosen to stay. I am not planning on returning to Pigeon Forge anytime soon, we all had had a terrible experience and no one in my family wants to come back. Please refund my money and make this situation fair for us, we had to stay in FOUR different places in a 5 day vacation. I hope that you put yourself in my shoes and make it right. Business Response /* (4000, 9, 2023/01/16) */ As I stated I am so sorry about the weather and how it affected the cabins here. We were aware of the situation after we sent a plumber out. I can't refund all I can do is offer you the voucher because of the contract that was signed. I am truly sorry about your stay.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stayed 12/28-12/31/22 paying $657.35 for a king bed, outdoor jacuzzi, fireplace, pool table, and indoor jacuzzi. On 12/29/22 I emailed, using the email address provided in their email, relating the fireplace had a six inch view at the bottom only, the pool table was ripped and pool sticks had no tips, and outdoor jacuzzi's fiberglass was broken off into little pieces floating in the water & resting on the seats making it unusable. No email response, so I called the next available time, 12/31/22, and reported the aforementioned. The woman was not the manager & said no managers work on the weekends. She told me to call during the week. I called today, 1/3/23, & was informed no email was received, it was an incorrect email, so nothing could be done since the problems were only reported at checkout. I did not type the email address, just clicked what was provided by the company & now am out a lot of money for things that were not received. The person I spoke with said that, while I could send her the email now, there was still nothing that would be done since it was not previously received.

  

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2023/01/12) */ I am enclosing a file Consumer Response /* (3000, 7, 2023/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did respond to the email the business sent me to initiate the complaint on the day we discovered the issues. The link was bad which I suppose is my fault. We pulled out chunks of fiberglass which we recognized. It was not calcium. The contract is the contract so there's no contesting it apparently. They have lost a customer and I'm sure they don't care.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reservation number 136111, cabin rental from 12/22-12/27/22. The heat was not functioning for three out of the five days of our stay. We called multiple times each day and they kept telling us they would call us back. We were freezing with no blankets and single-digit weather outside and the cabin in the mid 50s. On Christmas morning it was 51 degrees in the cabin. When they finally sent someone to look at the heat on the third day, he told us that the wires were actually installed backwards so it was impossible for the heat to run. Obviously, there was no check of the vital components prior to our arrival and check-in. It's not like it failed due to power outage or bad part... it was installed improperly and the rental company should have known this. I have written them, to encourage a discussion but they refuse to discuss and respond that we signed a contract. However, they broke the contract when they inappropriately rented us a cabin that was unsafe, only for us to find out after the fact that the heating unit was installed improperly. The customer service department is seriously lacking empathy, goodwill, and a sense of urgency at a time of the year that normally makes people act with kindness to others. Apology and refund for 3 of the 5 night stay is expected.

  

  Business response

  01/17/2023

  Business Response /* (1000, 6, 2023/01/09) */ I have enclosed my response Consumer Response /* (3000, 11, 2023/01/11) */ The response is not accepted given there are many false statements in it. As you can see, the screenshot cuts off the many, many times we called on 12/23 & 12/24. We started calling every 30 minutes, so there records are truncated. There was no act of God or power outage causing the heat to not work, as the contract requires. It was a mis-wired HVAC unit which never worked, from the start. I have the name of the A/C company that installed it, if needed. They did not follow appropriate check-out procedures in accepting a cabin into their inventory without first checking to make sure systems worked properly. That is squarely on them and the reason I am asking for the refund. As far as threats (as they perceive them).... I reserve the right to contact agencies that can help me when they refuse to talk reasonably... so there were no threats, only attempts to correct the situation. I did write to the owners, pending response. I did reverse charges on my credit card, pending investigation. I did contact the chamber of commerce and the Gatlinburg Hospitality Association (which is listed on their website) and they are not associate members, so the mid-information continues. This is shady, and I can't wait to read all the other complaints when the BBB web-site is fixed.... The profile is blocking all of the reviews, so I hope that is fixed soon. Business Response /* (4000, 14, 2023/01/12) */ I have to stand by the contract that was signed by your husband. We don't refund for anything act of god or anything. We got the heat fixed the next day I am sorry your family didn't have a good time I really am but I have to follow the contract for everyone.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried canceling my reservation for next June. I was told i can not cancel because i dont have the protection plan. I explained i didnt realize i had to click the button. I am new to online reservations. I was told absolutely no refund. Their computer system doesnt allow it. I am a single mother who recently lost my husband. I can not afford to be out almost a $1000 dollars. Please help me.

  

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/12/23) */ I have enclosed paperwork Consumer Response /* (3000, 7, 2022/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I miss understood the cancelation policy. I thought you had up to 60 days without the cancelation policy. Then after the 60 days the insurance would kick in. I'm very sorry I had to cancel. I cannot be without this money. I have lost my husband and I am a single mother. There has got to be something we can figure out. Business Response /* (4000, 9, 2022/12/29) */ I understand the frustration but I have to keep the same policy for everyone. I know that makes me the bad guy but I have to do my job and make sure everyone stays unified especially in this day and age. I am very sorry once again

*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. ↩