In Response to complaint # [redacted] I would like to say most of the information provided is false The customer did reserve a boat from 11am-2pm, this boat was prepped cleaned and ready for rental when we opened at 9am provided the customer arrived early they could board early The customer admitted that they couldn't find parking and that is why they didn't arrive until 11:30am for their 11am scheduled reservation, when they were informed that the boat was reserved for a party after them they were accepting of that and agreed that they would use the boat until their 2pm scheduled time I'm not sure where the 20% number came from but that was not offered to the customer, nor did at any time he request a percentage of his rental discounted When the customer returned the boat their was damage to the bow of the boat, specifically the front gate door was bent approximately inches inward I don't know how this damage occurred, I could speculate a member of the boating party fell and tried to use to door as a brace and it bent, or the boat hit something, or some other incident When the customer is assigned a boat, a "Boat Inspection" form is provided and an employee walks around and throughout the watercraft with the customer to show their is no damage and the boat is in perfect condition, if the customer has any objection to any part of the watercraft, they make note of it before departing and then sign the Inspection form This customer was giving an inspection of his boat, and did sign the inspection sheet without any discrepancies It was not the "small rear door" that was damaged as the customer stated (Also it should be noted that all four of the gate doors on the pontoon boats are equal in cost to replace) The customer and his party were the ones who were using profanity, I never used profanity I stated that the cost of the door to replace was $315, and if they could salvage the panels, the door frame could be replaced for $ He disagreed with me, I said if he would prefer not to pay for the door frame I would have to call the police and have a police report filed so I could recoup the cost at a later time He said there was no need to call the police and he would pay for the door frame I asked the customer for his copy of the sales receipt so I could write $down so he would have a copy of the receipt, he agreed I didn't write anything on his receipt after he signed it I gave him his receipt back and after the transaction was complete he because extremely vulgar and was loud and swearing quite a bit He never demanded that I call the police, and as a matter of fact he could have called them just the same so I don't know why he would be upset about that He did say "Go ahead, charge me whatever the f [redacted] you want, I don't give a f! I have m***f [redacted] American Express!! they will fight for me so I'll sign whatever the f [redacted] you give me it doesn't matter you won't get your money!!" along with a lot of other mean and vulgar things I have witness statements, along with pictures of the damage that occurred if you would like any of those documents I can provide them This customers recollection of the events is not accurate and the time and numbers he is alleging aren't accurate to the actual events as they happened If you need any more information from me let me know Thank you Regards, [redacted] President Elmer's Lake Geneva Boat Line, Inc
We have found Elmer's Boat Rental to be an outstanding place to rent boats in Lake Geneva We have boated for years in Lake Geneva and recently began renting as a preference to our past experiences of owning our own boats Elmer's Boat Rental has clean, new boats which run beautifully in the water Kent and Alex are fair with pricing and extend themselves to help us enjoy our experiences on the water Our neighbor had some students from the inner city visiting to offer them experiences they had not been privy to havIng Once again, this boat rental extended them self to make sure these students were safe, knew what to expect, talked to them about boating safety, and gave us a boat that could handle the Lake Geneva chop
My final response to Mr [redacted] 's claim is that an employee of Elmer's walked through the boat with him before he signed off on the checklist and at the time he left the dock there was no damage to the boat, including the door The door worked when he left the dock, and was not working when he returned If, as he claims, it was damaged when he did his walkthrough(or not damaged as he initially claimed) then he should have made mention of it before accepting the condition of the boatPlease let me know if you need any further information from me Thank you Regards, [redacted] President Lake Geneva Boat Line, Inc
Dear [redacted] , I am writing to respond to the complaint 13px;"> [redacted] filed by [redacted] The complaint is false, and I will address the facts The boat that Mr [redacted] had reserved was a passenger pontoon boat, and when the reservation was made this was explained to Mr [redacted] Both [redacted] and [redacted] are trained staff memebers and the know the capacity of all of our watercraft, and I can guarantee they would not rent any watercraft to a customer who wanted to exceed the capacity of the boat The passenger limit is not imposed by our company, it is a U.SCoast Guard requirement that is placed on all watercraft manufactured in the United States All customers are responsible for following this law In Mr [redacted] 's instance, his party made the reservation for this watercraft knowing about this passenger limit, he did pay for the watercraft at the scheduled reservation time and proceeded to exceed the capacity of the boat When we explained to him that he was over capacity, he then told us that it was alright because some of them were children, and he was leaving with the boat anyway The crew explained that the capacity is based on the number of people on the boat regardless of age, and he was over capacity He was very persistent on leaving the dock having the boat overloaded, and when we told him that he could not do that because it was a violation of the law he became upset Mr [redacted] was never asked to evacuate the dock, he was told that he made a reservation for a boat and he could use the boat for his pleasure within the allowed capacity of the boat There is a "vessel inspection" form all customers sign before leaving the pier, if anything is broken or damaged it is noted, The boat Mr [redacted] rented was a model year Misty Harbor pontoon and I am sure the door was not broken, as the boat was only days old when this incident occurred, if Mr [redacted] thought the door was not safe a member of the crew would have shown him how to open/close it if he would have brought it to our attention, and if he would have brought it to our attention we would have been able to address the problem at that time All of the gate doors have lifting hinges and for the door to properly close it needs to be lifted and then placed in the notched door stop Someone not familiar with this operation may think the door isn't working, when actually it just isn't being closed correctly, a crew member may have offered to tie it with a rope to help ease Mr [redacted] s mind, but I am unaware if this happened or not The contract the Mr [redacted] signed is a two part carbon contract, every customer receives a copy of the exact contract they fill out, so I don't know why he is claiming he didn't receive any paperwork He was also provided with a full explanation of the rules which became a rather in depth explanation before he would conceed that he was in fact attempting to overload the vessel in clear violation of the law, so I don't know why he is claiming he didn't receive any explanation He was charged for his boat rental when he arrived and boarded the watercraft, not after like he claims, and he was never threatened to leave the property, or even asked to leave the property He was told he could use the boat with the allowed number of passengers, that is the service he requested and that is the service we provide He was also offered other options, such as another watercraft so everyone could go, but he didn't like the other options I do not feel our staff is atrocious, or that we have a malpractice, I feel the opposite We provide excellent customer service, our staff is very well trained, and it is a very enjoyable work environment I am disappointed that we were not able to accommodate Mr [redacted] , we are very capable of providing the services we offer If you have any further questions about this dispute please contact me Regards, [redacted] President Lake Geneva Boat Line, Inc [email protected]
I had reserved a pontoon a week in advance online for of us including little boys that were so excited to go on for Jul from 4pm-7pmWhen we arrived at 3:to check in after almost a hr drive with coolers and well enough snacks and drinks as you can imagine for hrs on the lake, the staff seemed confused and kept checking their boards as if we were no where to be foundThe girl looking for our reservation then asked for "Megan" to help us and she then after looking as well turned around and stated " I believe my manager spoke with you this morning" I then interrupted her and said we had received NO CALL OR EMAIL from anyone thereShe then proceeded with a story about how one of their boats had blown the night before and there were no boats available for us and that they were booked solid! No boats available??? I had my confirmation email in hand on my phone and our reservation was not honoredMy husband and I relayed the huge inconvenience and asked if they would at all accommodate us and still with her sunglasses on, she repeated there is nothing we can doI asked for a manager and she said he was currently at a wedding(which happened to be at the Riviera building right behind us at that moment!) How do we know this you ask? Because after she couldn't get rid of us...she started to walk toward the Riviera and said she was going to try and get the manager on the phoneNext thing I know I had walked some distance and seen her physically talking to him in the blue Elmers Boat shirt they all wear!! He was yelling and telling her to tell us we were basically out and nothing could and would be done! He couldn't even present himself and offer an apology or extend an alternative!! I asked if we could at least receive a discount off our next rental and Megan offered nothing but a 10%!!! We drove almost hours to come here and be turned away due to mismanagement and poor organization!!!! What kind of business are you running????? We will NEVER rent another boat from Elmers Boat Rental againHUGE disappointment and we were left with a hour gap to fill and three young boys who were absolutely crushed!! If we could have given stars...we would have!!!!!! Bystanders had overheard what happened and they were more apologetic than employees like Megan and suggested other boat rentals in the areaOh and never actually received an apology and/or acknowledgement of fault on their part!!!! Please do yourselves a favor and stay away from this place....shady business with SHADY OWNERS/MANAGERS and employees who are encouraged to LIE!!!! Dishonest, unprofessional, unorganized and certainly no customer service of any kind-just want your money!!!!!!!! If you have not run into any issues with them, you eventually WILL- ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I was referred to this place by a friend of mine that went here exactly a week before we didHis name is *** *** and he was there on August 17thWhen my friend went they reserved the boat I believe at around 4-4:30PMThe manger told them that they must take a driver from Elmers with them because all boats must be off the lake by 5:for a fireworks showNow with that said the employee of Elmers is actually the one that damaged the boat while he was driving my friendsActually I have pictures and videos for proofThe boat my friends were on was boat number on the 17th of AugustWhile the employee from elmers was driving he hit a huge wave and damaged the doorI HAVE A CLEAR PICTURE OF THE EMPLOYEE, A CLEAR PICTURE OF THE NUMBER OF THE BOAT MY FRIENDS WERE ON, boat # 3! On my contract from Elmers it has the same boat number matching the picturesMeaning the boat that Elmers employee damaging with my friends on the boat was the same boat we rentedI HAVE 7 Witnesses that were on the boat on the 17thAlso I have another 6 wittiness plus myself that seen the manager write in his own hand writing ALL SALES ARE FINAL after the contract was signed, legally voiding out the contractI attached pictures of the employee that was driving the boatAlso I can provide my friends number, *** ***, that was there on August 17th when the employee in the picture was drivingIn the pictures you can also see on the key where it says the number 3, the same boat number we were onI will be contacting the city of Lake Geneva and putting a complaint against this business and their practicesAMEX disputes have been already opened and ALL info has been given to them
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The employee at Elmer's did not do a walk through of the boatThe manager was yelling at all his employees because they were busyThe employees were running around flustered trying to work as quick as possible because they were behind sending out people out on their rentalsLike I said I have proof of a Elmer's employee a week before that drove the SAME exact boat with a group of friends that were there a week beforeThis business owner is a scam artist and is trying to pass on the damages of the boat that his employee caused on his customersIm not seeking anything from this Revdex.com claim other then making this issue publicI would like everyone to become aware of the business practices this company usesThe morning that I was there the owner had a attitude problem with all his employees, yelling up a storm, nothing to do with us but we can all tell he was having a bad dayAfter we get back when we finished from our rental he was still in the same mode, and he decides to see if he can get the money to fix the boat, his employee damaged from a week before, from usAMEX already has charged Elmer's back for $he charged us based on the proof I submitted to them showing an Elmer's employee in fact liable for damaging the boat a week prior to us even renting itI would like the Revdex.com to make this complaint publicly available, for potential consumers looking for a boat renting service, so they can be warned what kind of business they will be dealing with.
Regards,
*** ***
I had visited Lake Geneva on June 22 with my family from Hawaii. We were deciding on a pontoon rental, however before making our final decision, we had one last pricing question. We saw one employee in an Elmers Rental Blue t-shirt passing by and tired to ask her a question. (Her name was [redacted].) [redacted] put up her hand in a stop sign and shouted, " I'M ON LUNCH" and continued walking, never answering our ONE question. After this terrible service experience with one employee, we were hesitant on proceeding with our rental. If it not for my family wanting to go out on the lake and experience what Lake Geneva has to offer, I doubt we would have rented from them. It was good to find out later that we could drive our pontoon without any employees on board to take the chance of them being rude to us. She never apologized for the situation. If you plan on renting from Elmer's rentals, talk to someone other than [redacted]. She had a horrific attitude that could ruin this company's great service they could be offering.
My
final response to Mr. [redacted]'s claim is that an employee of Elmer's
walked through the boat with him before he signed off on the checklist
and at the time he left the dock there was no damage to the boat,
including the door. The door worked when he left the dock, and was not working when he returned. If, as he claims, it was damaged when he did his
walkthrough(or not damaged as he initially claimed) then he should have
made mention of it before accepting the condition of the boat.
Please
let me know if you need any further information from me. Thank you.
Regards,
[redacted]
President
Lake Geneva Boat Line, Inc.262.812.7035
In Response to complaint #[redacted] I would like to say most of the information provided is...
false. The customer did reserve a boat from 11am-2pm, this boat was prepped cleaned and ready for rental when we opened at 9am provided the customer arrived early they could board early. The customer admitted that they couldn't find parking and that is why they didn't arrive until 11:30am for their 11am scheduled reservation, when they were informed that the boat was reserved for a party after them they were accepting of that and agreed that they would use the boat until their 2pm scheduled time. I'm not sure where the 20% number came from but that was not offered to the customer, nor did at any time he request a percentage of his rental discounted. When the customer returned the boat their was damage to the bow of the boat, specifically the front gate door was bent approximately 3 inches inward. I don't know how this damage occurred, I could speculate a member of the boating party fell and tried to use to door as a brace and it bent, or the boat hit something, or some other incident. When the customer is assigned a boat, a "Boat Inspection" form is provided and an employee walks around and throughout the watercraft with the customer to show their is no damage and the boat is in perfect condition, if the customer has any objection to any part of the watercraft, they make note of it before departing and then sign the Inspection form. This customer was giving an inspection of his boat, and did sign the inspection sheet without any discrepancies. It was not the "small rear door" that was damaged as the customer stated (Also it should be noted that all four of the gate doors on the pontoon boats are equal in cost to replace). The customer and his party were the ones who were using profanity, I never used profanity. I stated that the cost of the door to replace was $315, and if they could salvage the panels, the door frame could be replaced for $180. He disagreed with me, I said if he would prefer not to pay for the door frame I would have to call the police and have a police report filed so I could recoup the cost at a later time. He said there was no need to call the police and he would pay for the door frame. I asked the customer for his copy of the sales receipt so I could write $180 down so he would have a copy of the receipt, he agreed. I didn't write anything on his receipt after he signed it. I gave him his receipt back and after the transaction was complete he because extremely vulgar and was loud and swearing quite a bit. He never demanded that I call the police, and as a matter of fact he could have called them just the same so I don't know why he would be upset about that. He did say "Go ahead, charge me whatever the f[redacted] you want, I don't give a f[redacted]!!! I have m[redacted]f[redacted] American Express!! they will fight for me so I'll sign whatever the f[redacted] you give me it doesn't matter you won't get your money!!" along with a lot of other mean and vulgar things. I have witness statements, along with pictures of the damage that occurred if you would like any of those documents I can provide them.
This customers recollection of the events is not accurate and the time and numbers he is alleging aren't accurate to the actual events as they happened. If you need any more information from me let me know. Thank you.
Regards,
[redacted]
President
Elmer's Lake Geneva Boat Line, Inc.
Dear [redacted],
I am writing to respond to the complaint
[redacted] filed by [redacted]. The complaint is false, and I will address the facts. The boat that Mr. [redacted] had reserved was a 15 passenger pontoon boat, and when the reservation was made this was explained to Mr. [redacted]. Both [redacted] and [redacted] are trained staff memebers and the know the capacity of all of our watercraft, and I can guarantee they would not rent any watercraft to a customer who wanted to exceed the capacity of the boat. The 15 passenger limit is not imposed by our company, it is a U.S. Coast Guard requirement that is placed on all watercraft manufactured in the United States. All customers are responsible for following this law. In Mr. [redacted]'s instance, his party made the reservation for this watercraft knowing about this passenger limit, he did pay for the watercraft at the scheduled reservation time and proceeded to exceed the capacity of the boat. When we explained to him that he was over capacity, he then told us that it was alright because some of them were children, and he was leaving with the boat anyway. The crew explained that the capacity is based on the number of people on the boat regardless of age, and he was over capacity. He was very persistent on leaving the dock having the boat overloaded, and when we told him that he could not do that because it was a violation of the law he became upset. Mr. [redacted] was never asked to evacuate the dock, he was told that he made a reservation for a boat and he could use the boat for his pleasure within the allowed capacity of the boat. There is a "vessel inspection" form all customers sign before leaving the pier, if anything is broken or damaged it is noted, The boat Mr. [redacted] rented was a 2015 model year Misty Harbor pontoon and I am sure the door was not broken, as the boat was only days old when this incident occurred, if Mr. [redacted] thought the door was not safe a member of the crew would have shown him how to open/close it if he would have brought it to our attention, and if he would have brought it to our attention we would have been able to address the problem at that time. All of the gate doors have lifting hinges and for the door to properly close it needs to be lifted and then placed in the notched door stop. Someone not familiar with this operation may think the door isn't working, when actually it just isn't being closed correctly, a crew member may have offered to tie it with a rope to help ease Mr. [redacted]s mind, but I am unaware if this happened or not. The contract the Mr. [redacted] signed is a two part carbon contract, every customer receives a copy of the exact contract they fill out, so I don't know why he is claiming he didn't receive any paperwork. He was also provided with a full explanation of the rules which became a rather in depth explanation before he would conceed that he was in fact attempting to overload the vessel in clear violation of the law, so I don't know why he is claiming he didn't receive any explanation. He was charged for his boat rental when he arrived and boarded the watercraft, not after like he claims, and he was never threatened to leave the property, or even asked to leave the property. He was told he could use the boat with the allowed number of passengers, that is the service he requested and that is the service we provide. He was also offered other options, such as another watercraft so everyone could go, but he didn't like the other options. I do not feel our staff is atrocious, or that we have a malpractice, I feel the opposite. We provide excellent customer service, our staff is very well trained, and it is a very enjoyable work environment. I am disappointed that we were not able to accommodate Mr. [redacted], we are very capable of providing the services we offer. If you have any further questions about this dispute please contact me.
Regards,
[redacted]
President
Lake Geneva Boat Line, Inc. [email protected]
We have found Elmer's Boat Rental to be an outstanding place to rent boats in Lake Geneva. We have boated for 17 years in Lake Geneva and recently began renting as a preference to our past experiences of owning our own boats. Elmer's Boat Rental has clean, new boats which run beautifully in the water. Kent and Alex are fair with pricing and extend themselves to help us enjoy our experiences on the water. Our neighbor had some students from the inner city visiting to offer them experiences they had not been privy to havIng. Once again, this boat rental extended them self to make sure these students were safe, knew what to expect, talked to them about boating safety, and gave us a boat that could handle the Lake Geneva chop.
I had reserved a pontoon a week in advance online for 11 of us including 3 little boys that were so excited to go on for Jul 3 from 4pm-7pm. When we arrived at 3:20 to check in after almost a 2 hr drive with coolers and well enough snacks and drinks as you can imagine for 3 hrs on the lake, the staff seemed confused and kept checking their boards as if we were no where to be found.
The girl looking for our reservation then asked for "Megan" to help us and she then after looking as well turned around and stated " I believe my manager spoke with you this morning" I then interrupted her and said we had received NO CALL OR EMAIL from anyone there. She then proceeded with a story about how one of their boats had blown the night before and there were no boats available for us and that they were booked solid! No boats available??? I had my confirmation email in hand on my phone and our reservation was not honored. My husband and I relayed the huge inconvenience and asked if they would at all accommodate us and still with her sunglasses on, she repeated there is nothing we can do. I asked for a manager and she said he was currently at a wedding(which happened to be at the Riviera building right behind us at that moment!)
How do we know this you ask? Because after she couldn't get rid of us...she started to walk toward the Riviera and said she was going to try and get the manager on the phone. Next thing I know I had walked some distance and seen her physically talking to him in the blue Elmers Boat shirt they all wear!! He was yelling and telling her to tell us we were basically out and nothing could and would be done!
He couldn't even present himself and offer an apology or extend an alternative!!
I asked if we could at least receive a discount off our next rental and Megan offered nothing but a 10%!!! We drove almost 2 hours to come here and be turned away due to mismanagement and poor organization!!!! What kind of business are you running?????
We will NEVER rent another boat from Elmers Boat Rental again. HUGE disappointment and we were left with a 3 hour gap to fill and three young boys who were absolutely crushed!!
If we could have given 0 stars...we would have!!!!!! Bystanders had overheard what happened and they were more apologetic than employees like Megan and suggested other boat rentals in the area.
Oh and never actually received an apology and/or acknowledgement of fault on their part!!!! Please do yourselves a favor and stay away from this place....shady business with SHADY OWNERS/MANAGERS and employees who are encouraged to LIE!!!!
Dishonest, unprofessional, unorganized and certainly no customer service of any kind-just want your money!!!!!!!! If you have not run into any issues with them, you eventually WILL.
- [redacted]
In Response to complaint # [redacted] I would like to say most of the information provided is false The customer did reserve a boat from 11am-2pm, this boat was prepped cleaned and ready for rental when we opened at 9am provided the customer arrived early they could board early The customer admitted that they couldn't find parking and that is why they didn't arrive until 11:30am for their 11am scheduled reservation, when they were informed that the boat was reserved for a party after them they were accepting of that and agreed that they would use the boat until their 2pm scheduled time I'm not sure where the 20% number came from but that was not offered to the customer, nor did at any time he request a percentage of his rental discounted When the customer returned the boat their was damage to the bow of the boat, specifically the front gate door was bent approximately inches inward I don't know how this damage occurred, I could speculate a member of the boating party fell and tried to use to door as a brace and it bent, or the boat hit something, or some other incident When the customer is assigned a boat, a "Boat Inspection" form is provided and an employee walks around and throughout the watercraft with the customer to show their is no damage and the boat is in perfect condition, if the customer has any objection to any part of the watercraft, they make note of it before departing and then sign the Inspection form This customer was giving an inspection of his boat, and did sign the inspection sheet without any discrepancies It was not the "small rear door" that was damaged as the customer stated (Also it should be noted that all four of the gate doors on the pontoon boats are equal in cost to replace) The customer and his party were the ones who were using profanity, I never used profanity I stated that the cost of the door to replace was $315, and if they could salvage the panels, the door frame could be replaced for $ He disagreed with me, I said if he would prefer not to pay for the door frame I would have to call the police and have a police report filed so I could recoup the cost at a later time He said there was no need to call the police and he would pay for the door frame I asked the customer for his copy of the sales receipt so I could write $down so he would have a copy of the receipt, he agreed I didn't write anything on his receipt after he signed it I gave him his receipt back and after the transaction was complete he because extremely vulgar and was loud and swearing quite a bit He never demanded that I call the police, and as a matter of fact he could have called them just the same so I don't know why he would be upset about that He did say "Go ahead, charge me whatever the f [redacted] you want, I don't give a f
! I have m***f [redacted] American Express!! they will fight for me so I'll sign whatever the f [redacted] you give me it doesn't matter you won't get your money!!" along with a lot of other mean and vulgar things I have witness statements, along with pictures of the damage that occurred if you would like any of those documents I can provide them This customers recollection of the events is not accurate and the time and numbers he is alleging aren't accurate to the actual events as they happened If you need any more information from me let me know Thank you Regards, [redacted] President Elmer's Lake Geneva Boat Line, Inc
We have found Elmer's Boat Rental to be an outstanding place to rent boats in Lake Geneva We have boated for years in Lake Geneva and recently began renting as a preference to our past experiences of owning our own boats Elmer's Boat Rental has clean, new boats which run beautifully in the water Kent and Alex are fair with pricing and extend themselves to help us enjoy our experiences on the water Our neighbor had some students from the inner city visiting to offer them experiences they had not been privy to havIng Once again, this boat rental extended them self to make sure these students were safe, knew what to expect, talked to them about boating safety, and gave us a boat that could handle the Lake Geneva chop
My final response to Mr [redacted] 's claim is that an employee of Elmer's walked through the boat with him before he signed off on the checklist and at the time he left the dock there was no damage to the boat, including the door The door worked when he left the dock, and was not working when he returned If, as he claims, it was damaged when he did his walkthrough(or not damaged as he initially claimed) then he should have made mention of it before accepting the condition of the boatPlease let me know if you need any further information from me Thank you Regards, [redacted] President Lake Geneva Boat Line, Inc
Dear [redacted] , I am writing to respond to the complaint 13px;"> [redacted] filed by [redacted] The complaint is false, and I will address the facts The boat that Mr [redacted] had reserved was a passenger pontoon boat, and when the reservation was made this was explained to Mr [redacted] Both [redacted] and [redacted] are trained staff memebers and the know the capacity of all of our watercraft, and I can guarantee they would not rent any watercraft to a customer who wanted to exceed the capacity of the boat The passenger limit is not imposed by our company, it is a U.SCoast Guard requirement that is placed on all watercraft manufactured in the United States All customers are responsible for following this law In Mr [redacted] 's instance, his party made the reservation for this watercraft knowing about this passenger limit, he did pay for the watercraft at the scheduled reservation time and proceeded to exceed the capacity of the boat When we explained to him that he was over capacity, he then told us that it was alright because some of them were children, and he was leaving with the boat anyway The crew explained that the capacity is based on the number of people on the boat regardless of age, and he was over capacity He was very persistent on leaving the dock having the boat overloaded, and when we told him that he could not do that because it was a violation of the law he became upset Mr [redacted] was never asked to evacuate the dock, he was told that he made a reservation for a boat and he could use the boat for his pleasure within the allowed capacity of the boat There is a "vessel inspection" form all customers sign before leaving the pier, if anything is broken or damaged it is noted, The boat Mr [redacted] rented was a model year Misty Harbor pontoon and I am sure the door was not broken, as the boat was only days old when this incident occurred, if Mr [redacted] thought the door was not safe a member of the crew would have shown him how to open/close it if he would have brought it to our attention, and if he would have brought it to our attention we would have been able to address the problem at that time All of the gate doors have lifting hinges and for the door to properly close it needs to be lifted and then placed in the notched door stop Someone not familiar with this operation may think the door isn't working, when actually it just isn't being closed correctly, a crew member may have offered to tie it with a rope to help ease Mr [redacted] s mind, but I am unaware if this happened or not The contract the Mr [redacted] signed is a two part carbon contract, every customer receives a copy of the exact contract they fill out, so I don't know why he is claiming he didn't receive any paperwork He was also provided with a full explanation of the rules which became a rather in depth explanation before he would conceed that he was in fact attempting to overload the vessel in clear violation of the law, so I don't know why he is claiming he didn't receive any explanation He was charged for his boat rental when he arrived and boarded the watercraft, not after like he claims, and he was never threatened to leave the property, or even asked to leave the property He was told he could use the boat with the allowed number of passengers, that is the service he requested and that is the service we provide He was also offered other options, such as another watercraft so everyone could go, but he didn't like the other options I do not feel our staff is atrocious, or that we have a malpractice, I feel the opposite We provide excellent customer service, our staff is very well trained, and it is a very enjoyable work environment I am disappointed that we were not able to accommodate Mr [redacted] , we are very capable of providing the services we offer If you have any further questions about this dispute please contact me Regards, [redacted] President Lake Geneva Boat Line, Inc [email protected]
I had reserved a pontoon a week in advance online for of us including little boys that were so excited to go on for Jul from 4pm-7pmWhen we arrived at 3:to check in after almost a hr drive with coolers and well enough snacks and drinks as you can imagine for hrs on the lake, the staff seemed confused and kept checking their boards as if we were no where to be foundThe girl looking for our reservation then asked for "Megan" to help us and she then after looking as well turned around and stated " I believe my manager spoke with you this morning" I then interrupted her and said we had received NO CALL OR EMAIL from anyone thereShe then proceeded with a story about how one of their boats had blown the night before and there were no boats available for us and that they were booked solid! No boats available??? I had my confirmation email in hand on my phone and our reservation was not honoredMy husband and I relayed the huge inconvenience and asked if they would at all accommodate us and still with her sunglasses on, she repeated there is nothing we can doI asked for a manager and she said he was currently at a wedding(which happened to be at the Riviera building right behind us at that moment!) How do we know this you ask? Because after she couldn't get rid of us...she started to walk toward the Riviera and said she was going to try and get the manager on the phoneNext thing I know I had walked some distance and seen her physically talking to him in the blue Elmers Boat shirt they all wear!! He was yelling and telling her to tell us we were basically out and nothing could and would be done! He couldn't even present himself and offer an apology or extend an alternative!! I asked if we could at least receive a discount off our next rental and Megan offered nothing but a 10%!!! We drove almost hours to come here and be turned away due to mismanagement and poor organization!!!! What kind of business are you running????? We will NEVER rent another boat from Elmers Boat Rental againHUGE disappointment and we were left with a hour gap to fill and three young boys who were absolutely crushed!! If we could have given stars...we would have!!!!!! Bystanders had overheard what happened and they were more apologetic than employees like Megan and suggested other boat rentals in the areaOh and never actually received an apology and/or acknowledgement of fault on their part!!!! Please do yourselves a favor and stay away from this place....shady business with SHADY OWNERS/MANAGERS and employees who are encouraged to LIE!!!! Dishonest, unprofessional, unorganized and certainly no customer service of any kind-just want your money!!!!!!!! If you have not run into any issues with them, you eventually WILL- ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I was referred to this place by a friend of mine that went here exactly a week before we didHis name is *** *** and he was there on August 17thWhen my friend went they reserved the boat I believe at around 4-4:30PMThe manger told them that they must take a driver from Elmers with them because all boats must be off the lake by 5:for a fireworks showNow with that said the employee of Elmers is actually the one that damaged the boat while he was driving my friendsActually I have pictures and videos for proofThe boat my friends were on was boat number on the 17th of AugustWhile the employee from elmers was driving he hit a huge wave and damaged the doorI HAVE A CLEAR PICTURE OF THE EMPLOYEE, A CLEAR PICTURE OF THE NUMBER OF THE BOAT MY FRIENDS WERE ON, boat # 3! On my contract from Elmers it has the same boat number matching the picturesMeaning the boat that Elmers employee damaging with my friends on the boat was the same boat we rentedI HAVE 7 Witnesses that were on the boat on the 17thAlso I have another 6 wittiness plus myself that seen the manager write in his own hand writing ALL SALES ARE FINAL after the contract was signed, legally voiding out the contractI attached pictures of the employee that was driving the boatAlso I can provide my friends number, *** ***, that was there on August 17th when the employee in the picture was drivingIn the pictures you can also see on the key where it says the number 3, the same boat number we were onI will be contacting the city of Lake Geneva and putting a complaint against this business and their practicesAMEX disputes have been already opened and ALL info has been given to them
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The employee at Elmer's did not do a walk through of the boatThe manager was yelling at all his employees because they were busyThe employees were running around flustered trying to work as quick as possible because they were behind sending out people out on their rentalsLike I said I have proof of a Elmer's employee a week before that drove the SAME exact boat with a group of friends that were there a week beforeThis business owner is a scam artist and is trying to pass on the damages of the boat that his employee caused on his customersIm not seeking anything from this Revdex.com claim other then making this issue publicI would like everyone to become aware of the business practices this company usesThe morning that I was there the owner had a attitude problem with all his employees, yelling up a storm, nothing to do with us but we can all tell he was having a bad dayAfter we get back when we finished from our rental he was still in the same mode, and he decides to see if he can get the money to fix the boat, his employee damaged from a week before, from usAMEX already has charged Elmer's back for $he charged us based on the proof I submitted to them showing an Elmer's employee in fact liable for damaging the boat a week prior to us even renting itI would like the Revdex.com to make this complaint publicly available, for potential consumers looking for a boat renting service, so they can be warned what kind of business they will be dealing with.
Regards,
*** ***
I had visited Lake Geneva on June 22 with my family from Hawaii. We were deciding on a pontoon rental, however before making our final decision, we had one last pricing question. We saw one employee in an Elmers Rental Blue t-shirt passing by and tired to ask her a question. (Her name was [redacted].) [redacted] put up her hand in a stop sign and shouted, " I'M ON LUNCH" and continued walking, never answering our ONE question. After this terrible service experience with one employee, we were hesitant on proceeding with our rental. If it not for my family wanting to go out on the lake and experience what Lake Geneva has to offer, I doubt we would have rented from them. It was good to find out later that we could drive our pontoon without any employees on board to take the chance of them being rude to us. She never apologized for the situation. If you plan on renting from Elmer's rentals, talk to someone other than [redacted]. She had a horrific attitude that could ruin this company's great service they could be offering.
My
final response to Mr. [redacted]'s claim is that an employee of Elmer's
walked through the boat with him before he signed off on the checklist
and at the time he left the dock there was no damage to the boat,
including the door. The door worked when he left the dock, and was not working when he returned. If, as he claims, it was damaged when he did his
walkthrough(or not damaged as he initially claimed) then he should have
made mention of it before accepting the condition of the boat.
Please
let me know if you need any further information from me. Thank you.
Regards,
[redacted]
President
Lake Geneva Boat Line, Inc.262.812.7035
In Response to complaint #[redacted] I would like to say most of the information provided is...
false. The customer did reserve a boat from 11am-2pm, this boat was prepped cleaned and ready for rental when we opened at 9am provided the customer arrived early they could board early. The customer admitted that they couldn't find parking and that is why they didn't arrive until 11:30am for their 11am scheduled reservation, when they were informed that the boat was reserved for a party after them they were accepting of that and agreed that they would use the boat until their 2pm scheduled time. I'm not sure where the 20% number came from but that was not offered to the customer, nor did at any time he request a percentage of his rental discounted. When the customer returned the boat their was damage to the bow of the boat, specifically the front gate door was bent approximately 3 inches inward. I don't know how this damage occurred, I could speculate a member of the boating party fell and tried to use to door as a brace and it bent, or the boat hit something, or some other incident. When the customer is assigned a boat, a "Boat Inspection" form is provided and an employee walks around and throughout the watercraft with the customer to show their is no damage and the boat is in perfect condition, if the customer has any objection to any part of the watercraft, they make note of it before departing and then sign the Inspection form. This customer was giving an inspection of his boat, and did sign the inspection sheet without any discrepancies. It was not the "small rear door" that was damaged as the customer stated (Also it should be noted that all four of the gate doors on the pontoon boats are equal in cost to replace). The customer and his party were the ones who were using profanity, I never used profanity. I stated that the cost of the door to replace was $315, and if they could salvage the panels, the door frame could be replaced for $180. He disagreed with me, I said if he would prefer not to pay for the door frame I would have to call the police and have a police report filed so I could recoup the cost at a later time. He said there was no need to call the police and he would pay for the door frame. I asked the customer for his copy of the sales receipt so I could write $180 down so he would have a copy of the receipt, he agreed. I didn't write anything on his receipt after he signed it. I gave him his receipt back and after the transaction was complete he because extremely vulgar and was loud and swearing quite a bit. He never demanded that I call the police, and as a matter of fact he could have called them just the same so I don't know why he would be upset about that. He did say "Go ahead, charge me whatever the f[redacted] you want, I don't give a f[redacted]!!! I have m[redacted]f[redacted] American Express!! they will fight for me so I'll sign whatever the f[redacted] you give me it doesn't matter you won't get your money!!" along with a lot of other mean and vulgar things. I have witness statements, along with pictures of the damage that occurred if you would like any of those documents I can provide them.
This customers recollection of the events is not accurate and the time and numbers he is alleging aren't accurate to the actual events as they happened. If you need any more information from me let me know. Thank you.
Regards,
[redacted]
President
Elmer's Lake Geneva Boat Line, Inc.
Dear [redacted],
I am writing to respond to the complaint
[redacted] filed by [redacted]. The complaint is false, and I will address the facts. The boat that Mr. [redacted] had reserved was a 15 passenger pontoon boat, and when the reservation was made this was explained to Mr. [redacted]. Both [redacted] and [redacted] are trained staff memebers and the know the capacity of all of our watercraft, and I can guarantee they would not rent any watercraft to a customer who wanted to exceed the capacity of the boat. The 15 passenger limit is not imposed by our company, it is a U.S. Coast Guard requirement that is placed on all watercraft manufactured in the United States. All customers are responsible for following this law. In Mr. [redacted]'s instance, his party made the reservation for this watercraft knowing about this passenger limit, he did pay for the watercraft at the scheduled reservation time and proceeded to exceed the capacity of the boat. When we explained to him that he was over capacity, he then told us that it was alright because some of them were children, and he was leaving with the boat anyway. The crew explained that the capacity is based on the number of people on the boat regardless of age, and he was over capacity. He was very persistent on leaving the dock having the boat overloaded, and when we told him that he could not do that because it was a violation of the law he became upset. Mr. [redacted] was never asked to evacuate the dock, he was told that he made a reservation for a boat and he could use the boat for his pleasure within the allowed capacity of the boat. There is a "vessel inspection" form all customers sign before leaving the pier, if anything is broken or damaged it is noted, The boat Mr. [redacted] rented was a 2015 model year Misty Harbor pontoon and I am sure the door was not broken, as the boat was only days old when this incident occurred, if Mr. [redacted] thought the door was not safe a member of the crew would have shown him how to open/close it if he would have brought it to our attention, and if he would have brought it to our attention we would have been able to address the problem at that time. All of the gate doors have lifting hinges and for the door to properly close it needs to be lifted and then placed in the notched door stop. Someone not familiar with this operation may think the door isn't working, when actually it just isn't being closed correctly, a crew member may have offered to tie it with a rope to help ease Mr. [redacted]s mind, but I am unaware if this happened or not. The contract the Mr. [redacted] signed is a two part carbon contract, every customer receives a copy of the exact contract they fill out, so I don't know why he is claiming he didn't receive any paperwork. He was also provided with a full explanation of the rules which became a rather in depth explanation before he would conceed that he was in fact attempting to overload the vessel in clear violation of the law, so I don't know why he is claiming he didn't receive any explanation. He was charged for his boat rental when he arrived and boarded the watercraft, not after like he claims, and he was never threatened to leave the property, or even asked to leave the property. He was told he could use the boat with the allowed number of passengers, that is the service he requested and that is the service we provide. He was also offered other options, such as another watercraft so everyone could go, but he didn't like the other options. I do not feel our staff is atrocious, or that we have a malpractice, I feel the opposite. We provide excellent customer service, our staff is very well trained, and it is a very enjoyable work environment. I am disappointed that we were not able to accommodate Mr. [redacted], we are very capable of providing the services we offer. If you have any further questions about this dispute please contact me.
Regards,
[redacted]
President
Lake Geneva Boat Line, Inc.
[email protected]
We have found Elmer's Boat Rental to be an outstanding place to rent boats in Lake Geneva. We have boated for 17 years in Lake Geneva and recently began renting as a preference to our past experiences of owning our own boats. Elmer's Boat Rental has clean, new boats which run beautifully in the water. Kent and Alex are fair with pricing and extend themselves to help us enjoy our experiences on the water. Our neighbor had some students from the inner city visiting to offer them experiences they had not been privy to havIng. Once again, this boat rental extended them self to make sure these students were safe, knew what to expect, talked to them about boating safety, and gave us a boat that could handle the Lake Geneva chop.
I had reserved a pontoon a week in advance online for 11 of us including 3 little boys that were so excited to go on for Jul 3 from 4pm-7pm. When we arrived at 3:20 to check in after almost a 2 hr drive with coolers and well enough snacks and drinks as you can imagine for 3 hrs on the lake, the staff seemed confused and kept checking their boards as if we were no where to be found.
The girl looking for our reservation then asked for "Megan" to help us and she then after looking as well turned around and stated " I believe my manager spoke with you this morning" I then interrupted her and said we had received NO CALL OR EMAIL from anyone there. She then proceeded with a story about how one of their boats had blown the night before and there were no boats available for us and that they were booked solid! No boats available??? I had my confirmation email in hand on my phone and our reservation was not honored. My husband and I relayed the huge inconvenience and asked if they would at all accommodate us and still with her sunglasses on, she repeated there is nothing we can do. I asked for a manager and she said he was currently at a wedding(which happened to be at the Riviera building right behind us at that moment!)
How do we know this you ask? Because after she couldn't get rid of us...she started to walk toward the Riviera and said she was going to try and get the manager on the phone. Next thing I know I had walked some distance and seen her physically talking to him in the blue Elmers Boat shirt they all wear!! He was yelling and telling her to tell us we were basically out and nothing could and would be done!
He couldn't even present himself and offer an apology or extend an alternative!!
I asked if we could at least receive a discount off our next rental and Megan offered nothing but a 10%!!! We drove almost 2 hours to come here and be turned away due to mismanagement and poor organization!!!! What kind of business are you running?????
We will NEVER rent another boat from Elmers Boat Rental again. HUGE disappointment and we were left with a 3 hour gap to fill and three young boys who were absolutely crushed!!
If we could have given 0 stars...we would have!!!!!! Bystanders had overheard what happened and they were more apologetic than employees like Megan and suggested other boat rentals in the area.
Oh and never actually received an apology and/or acknowledgement of fault on their part!!!! Please do yourselves a favor and stay away from this place....shady business with SHADY OWNERS/MANAGERS and employees who are encouraged to LIE!!!!
Dishonest, unprofessional, unorganized and certainly no customer service of any kind-just want your money!!!!!!!! If you have not run into any issues with them, you eventually WILL.
- [redacted]