Thousand Trails

Membership # [protected]
Mildred Campos

My son and I reserved a weekend to stay camping at circle m for his 16th birthday. My family has been camping with thousand trails for years. We went to the indoor pool witch has a sign that says 14 and older do not need to be accompanied by an adult. So I decided to head back to the campsite to start dinner. My son and some other teenagers that where also at the pool decided to sit and watch the sunset from the low ledge of the roof. (an innocent, but very dumb thing to do, which by the way I reprimanded him for)
The security Jeromy Smith returned my son and the other teenagers to the site I was in and told me the manager was going to speak with me. (jeromy was very nice and understanding)
But when Linda Coterwas arrived she was rude from the Moment she approached me.
I apologized to her on my son behalf and explained that he is a good kid and I was very sorry that he did not think it was such a bad thing because they where just sitting there watching the sunset. But she told me we had to leave immediately and was very unprofessional. I asked her if we could have a warning, it was his birthday and all he asked for was to go camping at circle m. But she said absolutely not and that we needed to leave immediately. So we packed our thing and before leaving I stopped by the office to speak with her. When I arrived Jeromy Smith was there and he apologized over and over on the behavior of his manager. He said that he could not believe that she acted that way and that nothing she said made any sense. He said he couldn't believe she kicked us out. That there has been worse incidents that have been reported and that nothing was done. And that there's always teenagers climbing up on that roof because it's so low.
Then Linda Coterwas arrived and I asked her if I could speak with her. She said yes, so I apologized once again for my son actions and asked her if she was kicking us out for good or was it temporarily. She said it was just for the weekend. But was very very rude and unprofessional. She also went on to say that my son was probably doing worse thing that I had not found out about. So she started accusing my son of doing illegal things. And treated us like garbage. I recognize that my son did by climbing and sitting on the ledge to watch the sunset was not a very responsible thing to do and I know he was wrong. But for her to go on and accuse him of other things and treat us the way she did is not ok. my son is a very smart and bright kid. He is part of the jrotc and is currently taking college classes while being a sophomore.
Then it gets worse. I reserved a day pass for the weekend after so my younger children could enjoy the pool Saturday June 22 we went in with no problems enjoyed the pool and left. On Sunday June 23 when I tried to check in for my day pass I was told I was not welcomed there. That my membership was under review. Linda Coterwas over heard me asking for corporate phone number and asked me to join her in her office to speak. She then went on to say that the real reason my membership was under review was because when I had a membership with Cesar Rosario there was some money owed. She apologized to me as I started crying because I felt bad for my younger children as there summer is being ruined with the incidents. I asked her how much money was owed because I was not aware of it. As to I payed the full yearly amount for the membership a month before and I was never told that I owed money. She said she was not sure. But she would see what she could do to help. About a week passes by and when I call costumer service I was told that my membership was being terminated and I would not be getting my money back. I have left several voicemails trying to speak with anybody that can give me answers. I do not think it is fair for our membership to be terminated. There has never been an issue when we would camp. For years not one incident. A warning maybe a temporary suspension. But terminated? Then I was told I would not get my money back. If you want to terminate our membership and charge us the months that I used my membership for then it would make a little more sense. But to not give me any of my money back is just wrong. $500 and you are telling me I am not receiving any refund. Is this how you treat the people that have spent several years camping with your company. Loyal members that have paid every year to camp at your sites. Because it is the best memories my children have created. My children look forward to camping every summer. Do you know how much it hurt my kids when I told them we where not welcomed back?
I finally received a letter from Linda Coterwas stating that I was not welcomed at thousand trails and with a list of rules that have nothing to do with the incident of June 14. She listed 6 different rules that I broke witch none are true. From us having 4 vehicle on the site. Not true I had my minivan and a motorcycle. The only thing that happened was my son sitting on that ledge and not being accompanied by an adult. Which was my bad for not reading the membership rules. I assumed if the pools sign say children 14 and up did not need to be accompanied by an adult that it would be ok for me to go to the site to start dinner. So my reason for the complaint is the way Linda Coterwas treated us and with no professionalism also I do not think it is right that I am not receiving a refund for the yearly pass that I paid. And there's no supervisor or corporate manager or someone I can speak to that can give me a reason why I am not receiving my refund? If I have to get a lawyer or take action, then I'll do it. It is not ok the way Linda Coterwas is behaving. She is lying on the letter she sent because none of it is true. She also lied to me the n June 23 when I went in for the day pass and she told me that my membership was under review because of the money Cesar Rosario owed.
I need someone from corporate to give me a call. My cell phone number is+[protected].
Email is [protected]@hotmail.com