ComplaintsforOutdoor Adventures, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beware of this company. They are just another greedy corporation masking as a "family owned company." We have a lifetime membership at a campground in ********. I received a phone call on 6/24/24 in the middle of camping season that the campground was purchased by Outdoor Adventures, Inc. in ********. I have received no other calls, emails, or communication from the company. The contact center employee stated that they had changed the entire reservation system for our campground, and are now "assigning sites." This is NOT the membership we signed up for, and why would a company make these changes in the middle of the operating season? That is not how a merger/acquisition process normally takes place; there is normally a transition period. When I requested cancellation information, I was not provided with anything. The call center employee said she would "put in a case" for another department to call me back to "discuss my options." This is disturbing and has disrupted our entire summer of camping. Absolutely do not do business with this shady company.

  Business response

  06/28/2024

  *******, we apologize that you did not receive our initial communications as we were not given your email address. Since we have it now, weve sent you copies of each email that has gone out. Our ****** Services Director has been attempting to contact you to discuss your options. We understand that our company has different policies than what the campground previously offered and we would like to work with you. We will need to speak with you over the phone though so please give us a call at ************** or reach out to ***************************************** to schedule a date and time for a call. Thank you.

  Customer response

  07/08/2024

  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 why I am rejecting this response appear below:
  

  Outdoor Adventures stated they are honoring "original contracts" for Niagara's Lazy Lakes members. However, original contracts state "UNLIMITED CAMPING" and "NO RESERVATIONS." Outdoor Adventures has switched everyone to a reservation based system, and only allows for 3 reservations per account. I am paying the same annual fees for less services/amenities than I signed up for. Additionally, Outdoor Adventures uses an online reservation system that costs $5 per reservation. So now I have to pay money to reserve a spot at a campground I had unlimited camping at. This is not honoring the original contract. 

  I would like my original contract of unlimited camping honored with no cap on reservations in my account. Additionally, I should not have to spend $5 per reservation in the online system. I have attempted to call the member services line to make a reservation over the phone, but I am put on hold for 30 minutes and then the system times out. 

   
  Regards,
  
  *************************

  Business response

  07/10/2024

  *******,

  We would like to speak with you further so we can hopefully come to a resolution. Our ****** Services Director has tried calling you multiple times and left messages. Please call us back at your earliest convenience.
  
  In regards to your concern of the three open reservations versus unlimited camping, this simply means that you can have three guaranteed reservations booked at the same time. Once you complete a reservation, you can make another one. This doesnt limit how often you can use your membership; it just means that you can have three reservations locked in at once. And these reservations guarantee your camping spot whereas before, you would show up and hope there was availability. It also allows you the opportunity to book the perfect campsite for your needs ahead of arrival so you dont have to drive around to find a site. ******s can now know exactly where they are going and can immediately start their vacation.

  In regards to you concern about paying a fee to use our online reservation platform, CampLife, it is not required to make a reservation. If you call our ****** Services team to make a reservation, there is no fee. The two weeks we celebrate 4th of July are always our busiest weeks every year so our phone lines were busy when you tried calling. However, we recommend you take advantage of the option to leave your callback number and our team was calling people back in under 2 hours at our peak busy times. If you call later in the evening and leave a callback number, but don't hear back from us that evening, our team will call you back first thing the following business day. Our ****** Services hours are Mon-Fri, 8 am - 8 pm and Sat-Sun, 9 am - 5 pm EST.

  Again, we hope to connect over the phone to discuss your questions and concerns further. Thank you, and we look forward to speaking with you soon.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called three times trying to get answers of how to proceed to sell and transfer my membership. Left messages with no return calls from Outdoor Adventures. This doesn't seem right for a business that is trying to promote we care. I may lose my buyer if i can not get answers from this place. This is not right.

  Business response

  06/21/2024

  Prior to this case, we spoke to ****************** about the process for transferring his membership. We were waiting on his prospective buyer to contact us. However, our transfer specialist spoke to ****************** again today on the transfer process. Once he sends us the name(s) of his prospective buyer(s), we will reach out to them on his behalf. Thank you.

  Customer response

  06/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have bought into this camp ground which has stated that I will have a site when scheduling a reservation. This company is not allowing members who pay dues to book but holding sites hostage for others like potential buyers, staff and staff family.

  Business response

  06/06/2024

  Our ****** Services Director has reached out to **************** to discuss this matter. **************** was looking to book a reservation over the 4th of July holiday, which is our busiest time of year. We suggest that **************** uses her membership benefit of booking 90 days in advance to its full extent as we had availability at her desired resort 90 days prior to her requested arrival date. If she has any issues booking, we recommend that she calls our ****** Services department immediately. However, at the time she was trying to book, we did not have availability for a campsite. We do in fact hold campsites due to contractual obligations for our partner system, Coast to Coast. We explained that any unused inventory is released 1 week in advance and **************** is welcome to keep trying to see if anything becomes available. We also employ work campers, people who are employed by Outdoor Adventures to do work at the campground while also staying with us on a campsite. This is an industry standard and most campgrounds have work campers to help with the demand for employees. However, as we were working with **************** on this matter, another member canceled their reservation at Ms. ******* requested resort and for a similar timeframe. We rebooked that reservation for **************** so that she can camp during the holiday. We hope that the ****** family has a great trip for the holiday!
  
  
  
  
  

  Customer response

  06/06/2024

  [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. Most of the interventions the buisness offered, this consumer had already done, before the conversation, which was the reason for the complaint.  I was also informed i will be receiving a forbearance letter, which we must sign. Once my husband and myself have read this letter and have our attorney to approve to sign the matter will be concluded. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I believe my complaint is regarding a breach of contract. Myself and my wife, *****, have been a member of Outdoor Adventures **** since 2011. Our purchased membership is referred to as a "3 Generation Pioneer Membership" and has a mutually signed contract delineating the specifics of the agreement. The purchase price of the agreement was $5995.00 and with finance charges for a total of $7300.00 amounting to a remainder owed of $101.75 per month for 60 months. This amount was paid off in 2016. I have paid, on average, no more than $414.88 per year since 2011 as an agreed upon "Maintenance Fee" every year including 2023. I now wish to terminate my membership. I have been given an "Agreement for confidential mutual release and termination of membership" document which requires me to pay to Outdoor Adventures, as per section 4)b), an "agreed upon Termination Fee of $435.62". No where in the contract is there a reference to anything regarding a termination fee. I have contacted via email, and have been replied to from, the Chief Experience ******** ********************* *************************************** P: ************************, ************ *******************************************). His response is that the "maintenance fee" is applicable because "To simply allow the unilateral termination of memberships by the members would severely compromise OAI's ability to operate and maintain its resorts". I have refused to pay this maintenance fee and request assistance from the BBB to consider to mediate this disagreement. Thank you for your review of my request for assistance and in anticipation to my receipt of your response.

  Business response

  06/06/2024

  Outdoor Adventures unequivocally denies any allegations or claims that are directed to any failure on Outdoor Adventures' part to perform its obligations required by the Devores Membership Agreement (i.e., breach of contract). *** has continually operated and maintained its resorts as promised, as well as offered activities and amenities, all for the Devores enjoyment and use at all times during the Devores membership. OAI will continue to make the resorts, activities and amenities available to the ******* so long as the Devores continue to perform their obligations required of their Membership Agreement. The Devores complaint is not about non-performance (or breach) by a party to the Membership Agreement, but whether the Devores might be relieved of their obligations to pay annual maintenance fees to OAI.
  
  When entering into their 3 Generation Pioneer Membership, the Devores did in fact pay an initial membership price as stated in their complaint. But in return for the payment of the substantial membership price, new members, such as the Devores, are promised and expect that the duration of their membership will continue for essentially their lifetime so that the new members will have sufficient opportunity to enjoy the benefits of their membership. Conversely, because the initial membership price does not begin to cover the expenses to operate and maintain OAIs resorts, by offering an extended (or lifetime membership) to new members, together with the payment of annual maintenance fees, OAI is provided with a stable revenue source to maintain and operate its resorts. Therefore, for the mutual benefit of the parties, OAI offers a lifetime membership (such as the Devores 3 Generation Pioneer Membership) that does NOT permit unilateral cancellation by EITHER party. That is, to permit unilateral termination of the membership by OAI would, in effect, destroy the expectations of the member that they will have ample opportunity to enjoy the membership benefits. And to permit unilateral termination of the membership by the members would, as pointed out by **************** in his complaint, severly compromise OAIs ability to operate and maintain its resorts. Put another way, the lifetime membership provided to the Devores is for the mutual benefit of both parties.
  
  However, recognizing the Devores are no longer happy with their membership, and ignoring the fact that their membership does NOT offer unilateral termination by either party, OAI offered a compromise that is designed to accommodate the interests of both parties - either the Devores transfer their membership to a third party (all costs to be borne by the new member) or the payment of what essentially amounts to one years annual maintenance fees. Exercise of either option would serve to relieve the Devores of any further obligations under their Membership Agreement and, at the same time, protect OAIs revenue source to operate its resorts.
  
  In conclusion, Outdoor Adventures would again extend that the Devores transfer their membership to a third party, or upon the payment of $435.62 terminate the Devores membership. To exercise either option, the parties would be terminating their relationship and releasing any and all claims that a party might have over and against the other party. With a transfer, the termination and release would be embodied in the transfer documents; with payment of $435.62, the parties would execute a mutual termination and release agreement.
  
  If the Devores have any further questions, they can reach out to us at ********************************** We look forward to their response.

  Customer response

  06/11/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] Outdoor Adventures continues to avoid the comment they provided in their resolution to the complaint.  I am protesting the requirement to satisfy their demand for a "Termination Fee" to be paid.  No where in the contract does it refer to anything described as a Termination Fee.  
  
  Regards,
  
  *************************

  Business response

  06/12/2024

  ****************,
  
  You have requested unilateral termination of your membership, which is an exception to the agreement. Outdoor Adventures is willing to consider this exception by offering a compromise that is designed to accommodate the interests of both parties - either the transfer of your membership to a third party (all costs to be borne by the new member) or the payment of what essentially amounts to one years annual maintenance fees. Exercise of either option would serve to relieve you of any further obligations under their Membership Agreement and, at the same time, protect OAIs revenue source to operate its resorts.
  
  Outdoor Adventures would again extend its offer to either transfer your membership to a third party, or upon the payment of $435.62 settle your membership. To exercise either option, the parties would necessarily be terminating their relationship and releasing any and all claims that a party might have over and against the other party. With a transfer, the termination and release would be embodied in the transfer documents; with payment of $435.62, the parties would execute a mutual termination and release agreement.

  Customer response

  06/18/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  Outdoor Adventures continues to avoid the comment they provided in their resolution to the complaint.  I am protesting the requirement to satisfy their demand for a "Termination Fee" to be paid.  No where in the contract does it refer to anything described as a Termination Fee.  
  
  Regards,
  
  *************************

  Business response

  06/21/2024

  We're not sure what else **************** needs at this point or how else we can explain it, but **************** will need to work directly with our Billing Team. They can be reached at ************. Thank you.

  Customer response

  06/21/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  I have been requesting to provide funds for a Termination Fee.  No such requirement exists in our contract. I refuse to pay this fee. 
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We request a cancelation of a maintenance plan from Outdoor Adventures. We purchased an Oudoor Adventures membership from this company more than 20 years ago which has been paid in full and we wish to cancel the annual membership/maintenance plan.

  Business response

  05/14/2024

  Our ****** Services Director has already spoken to ********************. The Novenskes are eligible to terminate the membership. They have the required paperwork and upon return of the paperwork, we will terminate their membership and they will be released of all future obligations to Outdoor Adventures. Thank you.

  Customer response

  05/15/2024

  [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 for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 10/1/22 I met with a sales representative for outdoor adventures we were promised a $100 **** gift card which we never received. I explained to him of my intent to move to ******* for the winter and live in my RV for the winter months. He advised that this membership would be perfect for me as they partner with Coast to Coast, I placed a down payment of ******* and financed the remainder. He explained to me that I would be able to stay for free at any of the coast to coast campgrounds for two weeks, this was incorrect as most charge a nightly fee. He also stated that we would seamlessly be able to move from camp to camp after we the two weeks. once in ******* we found this to not be true, and there is a waiting period before you can move on to the next camp. We were told as coast to coast members we would have priority reservations, this was also false as many campgrounds only offer a limited amount of coast to coast campsites. After numerous phone conversations with our rep I advised that I was done and I wanted to cancel our membership. he told me that this would go in front of a board and the best situation for both parties him ******* and I would be to tell that we are having a financial hardship. I wrote a letter to the board stating what happened and the board declined our request to cancel. I have tried now for years to cancel and have had no luck, I have not paid since November of 2021. I cannot use my membership as it is in arrears and they refuse to let me speak to anyone and have forwarded me to collections for ******.

  Business response

  02/21/2024

  Thank you for allowing us to review and respond to this matter. We were in communication with **************** about this prior to this case. We have no record of her telling us that she didnt receive a gift card. Since her initial tour was over a year ago and we have no records stating she should have received a gift card, we are not able to reissue a gift card. Our ****** Services Director spoke with **************** about her Coast to Coast Premier membership at the end of November in 2022. We go above and beyond to be transparent in all written and verbal communication. **************** was sent home with a binder containing materials on how to use Coast to Coast. Regardless, when we discovered **************** was unhappy, we agreed to refund her the fee for the Coast to Coast program. **************** acquired her membership in October 2022. She was not eligible to terminate her membership. Our billing team made several attempts to contact **************** about her account, but she refused to make payments. Her account was over 120 days past due and thus was sent to ******** Financial on 4/27/23. **************** must work with ****************** on the debt owed. They can be reached at ************. Thank you.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went in for a presentation. Bought membership and were told it could go to our kids and paid more money for this. Turns out it was a 5 year membership and we had to renew for more years. Asked specific questions and were told answers to get us to sign and then it was all different. Tried to cancel a week later when they sent out a an email stating something different then what we were told and told we would have to cancel within three days. Addressed concerns after getting information from owner and he never followed though and were told that we couldnt actually cancel because they turned it into a lifetime membership. Called to sell because they said they would help us and then said we couldnt.

  Business response

  12/21/2023

  Thank you for the opportunity to review and respond to this matter. The ONeills upgraded their membership in May 2022. Shortly after that, the notes on their account indicate they did speak to us regarding a company policy they do not agree with. This is a policy thats been in place for several years and that everyone has to follow for the safety and security of all our campers and staff at the resorts. Since we spoke to the ONeills about that policy, there has been no communication with us until last week regarding that same policy. The ONeills agreement states they must cancel their membership within 3 business days from time of purchase and the cancellation must be put in writing and mailed to us. We have no documentation of their cancellation attempt. The ONeills have a balance they are responsible for, and therefore, they are not able to sell their membership at this time. The ONeills have camped with us several times and we hope they continue to come out and enjoy our resorts. If theyd like to work with us further, they should reach out to ********************************* or call ************.

  Customer response

  12/28/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  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 why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************************

  Customer response

  12/28/2023

  We started the membership believing that it would go to our kids. That is what they said plain and clear. We originally signed an agreement for 5 years and that we could turn it into a lifetime membership that would transfer to our kids. When using the membership the few times that we did there was rarely a security guard stopping access from non members getting in. We upgraded to the lifetime because it felt like a waste of money not being able to use it. We tried to make reservations but most of the time it was booked and then to get a cabin they added more fees and it just was too expensive to stay the night. After upgrading to the lifetime membership about a week later they sent out an email stating that it was a gun free zone and that if you were caught with it your membership would be terminated. My husband wanted to cancel the membership because we felt that the security was lacking and we would not feel comfortable with our kids being there or us as well without being able to protect ourselves or our family. They said that this policy has always been there but my husband specifically asked if conceal carry was permitted when upgrading to the lifetime membership. They said there was nothing they could do and it was in there policy and we couldnt cancel. We got called back to talk to them to upgrade yet again and sit through another presentation. The man that walked us through this presentation addressed all of our concerns and said that he called the owner and that my husband would get a letter stating that he could conceal carry without our membership being terminated because he became a reserve officer just to be able to carry here. We never received the letter. Also we asked if we could cancel our membership after we upgraded during the 3 days but he informed us that I would just revert back to the lifetime membership so there is no way to get out of it completely. We also said that we could never get a reservation and this membership offers us to be able to have more access but I tried to get a reservation for the summer and could not find one when we were available at the site we wanted to attend. We were also told that our family members could use it but we have to be there as well. They guy that had us upgrade said that we could sell it and that he would help us if we ever wanted to sell. We decided to sell it because we cant afford it anymore. Life changes and the cost of living is ridiculous to spend 500 dollars a month on a membership that is to expensive to actually utilize to make it worth it. We are trapped in this membership and have been lied to and manipulated since we got it especially with how they get you there. This is about to cause us to file bankruptcy. This membership is destroying our lives and many other lives out there and there is no hope working with them.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am in my 70s I bought this about 3 years ago this membership for my son and two grandchildren who live in my home I have health problems now I was told I cannot add my son to the membership card so every time they want to go I have to take them and I am not able to do so anymore I would like my camp membership canceled if he is not allowed to be on my on the card so that I don't have to attend every time they want to go thank you would think that anybody who lived in my address would be able to use or have a membership card since I'm paying very high money for use of it

  Business response

  11/21/2023

  Our ****** Services Director reached out to ************** to discuss her concerns further. This is the second time weve discussed this with her as our ****** Services Director has a call noted on the account in January 2023 when she discussed this with her as well. ************** is not able to add her son to this membership as it was transferred to her from someone else, and at the time of transfer, she declined adding the family plan to the membership, which would have allowed her to add her son to the membership. We would need to have ************** come in for an upgrade appointment to discuss her options. She is not eligible for the membership to be canceled so weve also explained that the best route at this point is for ************** to sell her membership and transfer it to someone else. We will have a transfer specialist reach out to her and explain all of the transfer details. She can also reach out to our ****** Services team at ************.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2022 we was asked to upgrade our membership. The salesman was pushy pretty much told us we has no other option besides to upgrade because we had bought the wrong membership years ago and that was about to be paid off. He told us our monthly payment would remain the same but we would be able to camp for 3 weeks at a time... we was talked into signing the paperwork. We thought we had signed everything... like a week later the guy contacted us telling us we forgot to sign some paperwork. We met up with him and signed the missing paperwork. Turns out the Payment was almost double... We wanted to cancel because we couldn't afford the payments and we also could never make a reservation for 3 weeks at a time. Now we have a $14,000 bill in collections. We never camped one time since signing the new paperwork... Outdoor Adventures would not let us out of our contract. Also its so weird when you buy in a pay all payments on time nothing shows up on your credit report. Now we are trying to buy a house and now we cant because there is a collections account for $14,000 standing over our heads. It's a very terrible business all the employees are very rude and then blame the customs for being rude! I'm positive there will be nothing done about this problem!!

  Business response

  11/13/2023

  ***** and ************************* bought their membership with Outdoor Adventures in June 2018 and then purchased an upgraded membership in October 2022. When their account became delinquent, we attempted to reach them by phone, email and mail. Their voicemail boxes were full and emails were returned as undeliverable. We sent 30, 60 and 90 day delinquent notices via mail as well. Our billing team exhausted all attempts to reach them to get a better idea of why they were defaulting on their payments, and thus, we were not able to work with them if needed. We also have not heard these complaints from the ******* before this. The ******* need to reach out to *************************** at ************** since they now hold their debt. Thank you.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Outdoor adventures keeps advertising lies on ********* I signed up 2 years ago for there 14 day free camping pass and I tried several times that year trying to check out there campgrounds and they told me no that there campgrounds were full. So last year I gotten a 7 day free camping voucher from outdoor adventures and I put in to camp at one of there sites and I was told no again and then I tried several more times and I was told no again. So outdoor adventures and I are arguing over there stuff that they have going on and trying to tell me that last summer supposedly they had a opening at the end of July in *********** resort but failed to call me or message me and let me know. And also there getting a hold of people skills **** when there is a cancellation on campsites.

  Business response

  10/06/2023

  Thank you for the opportunity to respond to this matter. ******************** validated his free camping passes when he toured our facilities in May 2021 and May 2022. Our records show that we made a reservation to use his free camping pass at *********** Resort on 6/2/21. ******************** then called us back on 6/4/21 and canceled that reservation. The following year, our team made a reservation for ******************** at our affiliate location in **** called ********************** on 6/13/22. ******************** called us back that same day and canceled that reservation. He called back on 6/14/22 and made another reservation at *********** Resort. ******************** called us back on 6/17/22 and canceled that reservation. Our records also show that when ******************** communicated with us whether over the phone or via email, he used several profanities with our staff. Unfortunately, Mr. ********* free camping passes are expired as they are only valid for a year so we are unable to book him a reservation in 2023. Outdoor Adventures goes above and beyond to be clear about the terms of our promotions, and we have many customers who validate their free camping passes and stay with us to try out our campgrounds every year. If ******************** has any further questions, he can contact our ************************** at **********************************

*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. ↩