Captain's Quarters

The customer had canceled a couple of times and rescheduled to this day. So she was the one to pick the 90 degree day. And as far as the machine sucking a stick in the intake...how can it be my fault? I wasn't on the machine...people choose to ride in places they shouldn't go. They try to beach them...

on islands...run in the back of coves where it gets shallow or run them way up the rivers where trash gathers sometimes and debris gets caught up in the intake. It doesn't shut you completely down just to a fast idle. We then have to put the machine on a trailer and dig the debris out. Once the machine got back to the marina at around 4pm they still had 2 more hours to go. we did this in a timely fashion and the customer had time left to go back out and she chose to quit and go home. So at that point I thought she was tired and had a enough. We have been doing this since 1998 and if we offered bad service then we wouldn't still be in business today. I don't see how someone can hold me responsible for their careless actions and want a refund?? We are not only small business but we are a seasonal business and if I have to give refunds for someone else mistakes then how can I stay in business? This is a case were people need to take responsibility for their actions and not blame someone who wasn't even there.

Their response is FALSE! We did not try to beach the jet skiis or go in to any coves that are known for debris. The lake had more debris on it than usual . Of course we decided to forgo the last two hours. We were exhausted after 2 hours trying to get the jet skiis back to the shop. I don't care how long they have been in business. Bad customer service is bad customer service. They barely even talked to us after the incident. They turned their back on us and started assisting other customers. I knew they would do nothing but my complaint will remain. It was nobody's fault what happened but all I asked for was half a day refund or voucher for another time. For them to "accuse" us of being irresponsible with the jet skiis is even more reason for me to go elsewhere next time and I tell EVERYONE I know about it.

Review: Rented 2 jet skiis yesterday May 28,2016. Between rentals and gas it was $600. Rented for the whole day (8 hours) but four hours in one of the jet skiis stops working because a twig got stuck in the engine. I called and was told I was going to have to bring the jet ski back myself ( all the way on the other side of the lake which was miles away in 90 degree weather) in idle mode. Took two hours in the scorching heat to get it back to the business...both of us sunburned. Though they were not nasty, when I asked if I could pay for half a day ( since that's all we used and the other half trying to get the jet ski back) or at least maybe get another half a day free at another time, I was told no its not their fault what happened. I said I understood that but it wasn't our fault either. The lake is full of debris. I was not asking for a full refund, even though our day was ruined. Just Compensation for what we lost.

I feel this is bad customer service especially since I have spent well over $1500 on their rentals over the year. I doubt they would have lost a dime by doing the right thing and giving us what we paid for. It is unacceptable that they did nothing to help us get the jet ski back to the shop. We even called lake towing companies but they were all busy helping other customers. I am requesting that half our money be refunded since we were not able to enjoy the day or our jet skiis or 4 hours free at another time. Thank you.Desired Settlement: Either a partial refund or 4 hours free another day. They may contact me if needed.

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Business

Response:

The customer had canceled a couple of times and rescheduled to this day. So she was the one to pick the 90 degree day. And as far as the machine sucking a stick in the intake...how can it be my fault? I wasn't on the machine...people choose to ride in places they shouldn't go. They try to beach them on islands...run in the back of coves where it gets shallow or run them way up the rivers where trash gathers sometimes and debris gets caught up in the intake. It doesn't shut you completely down just to a fast idle. We then have to put the machine on a trailer and dig the debris out. Once the machine got back to the marina at around 4pm they still had 2 more hours to go. we did this in a timely fashion and the customer had time left to go back out and she chose to quit and go home. So at that point I thought she was tired and had a enough. We have been doing this since 1998 and if we offered bad service then we wouldn't still be in business today. I don't see how someone can hold me responsible for their careless actions and want a refund?? We are not only small business but we are a seasonal business and if I have to give refunds for someone else mistakes then how can I stay in business? This is a case were people need to take responsibility for their actions and not blame someone who wasn't even there.

Consumer

Response:

Their response is FALSE! We did not try to beach the jet skiis or go in to any coves that are known for debris. The lake had more debris on it than usual . Of course we decided to forgo the last two hours. We were exhausted after 2 hours trying to get the jet skiis back to the shop. I don't care how long they have been in business. Bad customer service is bad customer service. They barely even talked to us after the incident. They turned their back on us and started assisting other customers. I knew they would do nothing but my complaint will remain. It was nobody's fault what happened but all I asked for was half a day refund or voucher for another time. For them to "accuse" us of being irresponsible with the jet skiis is even more reason for me to go elsewhere next time and I tell EVERYONE I know about it.

Review: I rented a boat from Captains Quarters to go tubing with my 3 adult children, daughter in law and 21 month old grandson on 7/29/13. I filled out the paperwork and was then taken to the boat. I was asked to check the prop for damage. It was stated that if the prop was damaged it would be a $150 charge. The prop was pulled up but still in the water. My 26 year old daughter, that is a youth minister, and I looked at the prop in the water. I pointed out that on the edge of the blades it was silver. I was told by the owner/employee that it was missing a little paint, they were looking for large dents from hitting something, they weren't concerned with missing paint. I had accidentally already signed the spot about the prop so the owner/employee marked "good prop" next to my initials. When we returned and were unloading our things the same man said that there was a damaged prop. I went to the back of the boat to see what he was talking about. The prop look exactly as it did that morning. He said that it was a new prop and it didn't have any silver showing. I asked my daughter that had been there when I check it that morning to look at the prop. She also agreed that it look the same as it did that morning. We stayed in the middle of the lake all day, never felt anything unusual. I asked the gentleman to remove the prop so that I could see what damage he was talking about. He reluctantly did, then pointed to a few very small dents in the area that was silver. There was no way I could of seen those in the water. I didn't hit anything while in the boat. As I was leaving I ask for the prop that I had paid for. The next day I took it to [redacted] at [redacted] in [redacted], NC. I ask them if it was damaged and how it could of happen. They told me that the prop could be repaired for $40-60, it was balanced and still in good condition. He said that I would of been able to tell if I hit something in the lake. He told me that they take pictures of their props before they rent them. I also went across the street from Captain Quarters to [redacted] and ask them their policy on props. They take pictures, write down anything they see on the prop before the boat goes out. They charge $130 for a new prop but also have a charge if it can be repaired. I believe that I was taken advantage of and lied to about the prop. There policy is different from the other marinas. Why do they not take pictures?Desired Settlement: I would be willing to return the prop if my money was refunded.

Business

Response:

The customer was shown the prop prior to the rental and like all customers has the privilege of viewing, feeling or taking pictures of the prop. I see the props on a daily basis so I know when a prop gets damaged. We use new props when one gets damaged because in my professional opinion the re-worked props are weak and damage more easily. Each customer has the privilege of stating their opinion about the condition of the prop prior to initialing the contract. The prop did not have paint wear before leaving the dock. This prop was only 2 days old. We have under water humps in the middle of the lake that some people may miss or over look not to mention floating debris that you may run over that causes damage to a prop. A customer may or may not notice a difference in the performance of the boat with a damaged prop. We have been in business for over 14 years and don't make a practice out of charging customers for no reason. We have a large business of boat rentals and tackle sale at Captains Quarters Marina and never have a negative word spoken until the customer damages a boat and refuses to pay for the damages. We do not take advantage of any of our customers, we would not be in business today if that was the case.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There was paint missing on the prop! I guess it boils down to his word against mine and my 26 year old daughter. My character and integrity is worth more than a $150 prop. I hope the man is able to sleep at night. Regards,[redacted]