Hometown America review: Customer service

My wife and I are 6-month seasonal residents at what we consider to be a wonderful resort, having made great friends, and having had the greatest of times over the years. That said, it has been an emotional and mentally draining experience since we were given 2 weeks' notice to pay our seasonal fees, 10 months ahead of schedule, or leave the park. Why are we being forced from our home in such a manner?

Our unit has been permanently on site for at least 8 years, possibly longer. We pay the off-season storage and shed fees and we have no issues with that.

Discrimination is also an element of this new approach to customer service. When I checked in at the office at the beginning of the season, I was told that as an Outback RV resident we had to wear our wristbands to identify ourselves while on the property. This was strictly for Outback RV residents.

For weeks, rumors were afoot of major pending changes and that a 'house cleaning' was about to take place. It wasn't until a recent resident meeting held by Tanglewood management that it became clear what those changes were. It was believed that answers to our questions would be provided, but alas, it was not an open communication or productive meeting, but rather a dictatorial lecture by the resort manager. Campspot was introduced as the method we are to use to register for the next season going forward. This was reported as a HomeTown America Corporate requirement. This would not have been a concern if not for the unusual and discriminatory requirements, as well as the full payment of fees before our current paid for seasonal fee has expired. Payment in full upfront would be understandable for the shorter-term transient guests, but why are we included in this. Many guests are on a financial budget and use the off season to compile the required fees for when normally due. Some guests are not in a financial position to be able to pay in full 10 months ahead of normal. I've had discussions with other guests that are struggling to secure loans, cash out retirement savings or do whatever they can before they are forced to either sell (which is not always an option), or worse, simply walk away from everything that they have worked so hard for with nothing but a few personal possessions.

Tanglewood would be left with the obligation of removing any abandoned units.

To add, as an Outback seasonal resident, we now have to pay a fee ($50) for a background check. Not an issue with the background check, but why is this only applicable to Outback RV residents. It was brought to the manager's attention that as Canadians we have a full background check at the Canada US border every time we cross. This can also include a complete financial credit check where we may have to prove we can support ourselves while in the US.

All I ask is, "is this how HomeTown America treats their guests"? It was never like this until the introduction of the new manager. With the exception of the new manager, the office staff have always been amazing. There is little opportunity to have a discussion with her. She responds to any question that she does not like with her common phrase "You've crossed a line", and then you're dismissed.

If we had been approached to increase our deposit, we'd have understood and been happy to have had that discussion.

Please help us to understand.

Respectfully