I live at Riverside Resort in Qualicum Beach on Vancouver Island. I am sharing the information with the world because I need to talk about the one of the worst customer service experiences I have ever had!
I’ve never had a problem here with another guest and the majority of the staff are remarkably kind and professional so this caught me off guard.
It started a couple days before Christmas. My water froze for the second time this season.
I have a heat tape that wraps my hose because I know it could freeze but the heat tape left a couple feet uncovered. If it was heated from the spigot until a couple feet until into the trailer? Should be fine!
They told me after the first time it froze to leave my water running. Honestly? My bathroom tap is always running (even in the summer) because Sami won’t drink standing water in a dish. When the water stopped running? My tap was on and I discovered there was no water coming from the spigot.
I reported the frozen water immediately and was told they would ask someone about it. I went back and forth into the office filling my bottles with water for cooking and dishes and inquiring if they had looked at the water situation for two days before being told it was my fault because my heat tape doesn’t go all the way to my trailer.
I knew it was a park problem because it was the same thing that happened last time. But I checked my hose again. Sure enough there was no water or ice. And still no water coming from the spigot.
I went back to the office and told them the problem was clearly NOT with my equipment and I was unhappy they had tried to blame me when no one had even inspected the situation yet.
I was finally told the maintenance person would be gone until December 27.
It was only Christmas Eve and the office was going to be closed so I wouldn’t even have a way to get water to cook, clean or drink for two days. I raised my voice and said it was unacceptable. Suddenly? The owner and another P/T employee were at my door.
My friend, a guest in my home who was trying to help me with this and a professional in irrigation systems, went out to show them the situation and try to discover the source of the problem. Instead of talking to him and trying to all work together to resolve a difficult situation? The owner chose to scream at my friend while his employee threatened my friend.
My friend kept his cool and came back inside with the situation still unresolved.
On Christmas Day we managed to get by in the morning. And then? A Solstice blessing!
My favourite maintenance guy came by the park. He has worked here longer than the owner has owned it and he knows the situation. His son works here, also amazing, and is the one who fixed this last time.
Tom came by my RV. He re-assured me he knew the problem and it would be fixed. My water was on within minutes.
So what is the problem that I could leave a tap with water flowing and it could still freeze?
My RV site is the only one in the park that is on the ‘camping site’ water lines. I’m the last spigot at the end of the line. The water doesn’t flow because no one is camping and the lines were buried not nearly low enough because they were only ever intended for camping. I moved into my site as permanent and the water lines were never buried further. If the ground freezes quickly? The water lines freeze before they even get to my side of the fence. Even with my water on at a trickle.
I thanked him for explaining it to me again. I was grateful to have my water back and just wanted to let it go.
However? they ignored me and blamed me and then a resort employee threatened my guest. I couldn’t let it out of my mind because I don’t believe in letting people bully me.
I went into the office a few days later (after having time to calm down) and asked to speak with the owner privately. I told him I was really concerned with how that situation was handled and how my guest was treated. He tried to make excuses. I explained to him what the maintenance guy told me and how it was, in fact, the resorts problem. I reiterated there is never an excuse for employees to threaten guest with physical harm. And I got a bit emotional about it. All I was asking for was an apology and he would rather argue it was a holiday? Tears came to my eyes.
Instead of an apology I was told to go away. “I don’t even listen to my kids if they cry, so I won’t listen to you.”
So, I’m looking for a new place to live. And I definitely don’t recommend living at Riverside Resort unless you’re willing to tolerate physical threats from employees and ignored park maintenance issues.