Evergreen Lodge

Good evening,We have just received the complaint that was submitted on July 27th, 2016, ID of 11597731.The complainant arrived at our establishment on a busy Saturday nightUnfortunately, we had run put of rooms, and only one was left for saleThis would be the room that she stayed inWhen she arrived, she was given the rateIn the statement of the problem, she expressed how, "Firstly, I was overcharged for a room that elsewhere is posted as ranging from $50-$a night." This can be solved through the fact that she could've gone to another establishment if she felt soSecondly, and one of the stronger points, "Secondly, the room smelled absolutely terrible: a combination of sewage and dank, dirty carpet." She had checked in around 6:PM that night, and she did not ask, yet the desk clerk handed her the key of the room to go and see for herself if the room was suitableNot only did she actually go and check the room, she spent minutes doing soIf she did not like the room at this point, she could've left the key and moved on, however this was not the caseIf she complained about the room afterward, how did she not find the flaws during her minute inspection? She also said, "Management was not available in the evening around 9:p.m." This is completely false, as our desk clerk was checking people in until 11:PM (the last known cheof the night, computer logs check)Our front desk remains open until AMThe next point I'd like to make is that she stated, "When I approached management the next morning I was verbally abused and treated abysmallyI wanted only an acknowledgement and an attempt at a remedyInstead I was told, "Go to hell." During the early morning hours, the establishment is faced with many checkouts as of course, and people are making their way out of the parking lotNone of our employees would ever say any vulgar, or insulting thing to a customer regardless of the people present or notThe only thing he had asked was how she had spent the night in the room, if it was that bad.In conclusion, the fact that she had arrived and checked out the rooms for a lengthy amount of time before purchasing, her knowing about the different price ranges of the different establishments, her multiple opportunities of coming to the front desk throughout the night to resolve the issue (which were not taken) as our office remains open well into the night, and accusation that she was told to, "Go to hell," is why we are denying the request of a full/$dollar refundWe will however, give you the online price of the night which was $after taxThe difference would be $Thank you for your timeEvergreen Lodge

In response to the rejection,The room's window was left open due to the fact that the cleaning that took place earlier that day left a bleach smell, and in order to evict this, the window was left openIt's reason for being left open was not to be misleadingWe had multiple room's windows open that day, not just that one specific roomSecondly, she has falsely claimed, again, that she had went to the office later that night and that she did not find anyoneIn response to that, we will restate that we had multiple check-in's after she had checked in, meaning that we had staff there at all times, and if she had came, they surely would have come to help her, but she did notOut office remains open until AMThe third point, she stated that she was told to "GO TO HELL." That employee was asked again, and he stated that he said nothing of the sortHe was asked multiple times on thisThe fourth reason, she stated that she had been told that the price she received was the online price, and for that, we have concluded that that was a slipup of human error, on our part, after asking the desk clerk who was on that nightAfter being falsely accused of dishonesty and more, we would still like to resolve this matter, and we are ready to offer a refund of "$50." Thank you for your time,Owner Evergreen Lodge

We took our boat out of Massey's Landing for the first time this year The engine was not running properly so we had to be towed in Short's Marine was right down the road so we dropped the boat there for repair It took weeks before they even looked at it When we called we were repeatedly kept on hold for minutes at a time Finally they called and said the boat was fixed (weeks later) They replaced the fuel filter and a few of the fuel linesWe paid our $invoice (including the river test) and took the boat immediately to Massey's Landing for a day of crabbing When we opened the engine up it stalled and the check engine light came on We managed to get back to the dock Short's Marine didn't fix it! We took it to another mechanic where it was diagnosed as having water in the gas and in the engine Short's Marine never checked the fuel even though we asked them to more then once I received a survey card in the mail from Short's and filled it in with the problems we had and what we were charged We have never heard from them regarding our dissatisfaction They never made an attempt to make it right Short's Marine is sorely lacking in customer service I will never use this business again

I am responding to the complaint associated with the purchase made by this customerIt is unclear to me where the amount requested is derived fromI have attached a copy showing the purchase price of the said itemThe purchase price of $is listed as well as the refunded amount of
$
Our records indicate that the amount that the customer paid was refunded in full on the 29th of April, If the customer has documentation supporting otherwise, please have that information sent to me so that I can investigate this matter further
Again, the information that I have clearly shows that the customer was refunded on the 29th of April, the full purchase priceThank you for your assistance with resolving this matter
Regards,
Shawn Mitchell
Human Resources
Customer Relations
Short’s Marine Inc
302-945-
www.shortsmarine.com

Revdex.com:While the employee continues to lie about both responding to my visit to the office in the evening (no one responded to the bell and the door was locked) as well as his verbal abuse of me, I will accept the offer of a $refund, as offered
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

They ruined our family boat by not shrink wrapping it while it was in long term storage when they lied and said they did Boat sat out in the elements for years while someone stole items out of it Company is as shady as it comes Everyone we dealt with is extremely rude and very incompetent Never returns phone calls or letters

Good evening,We have just received the complaint that was submitted on July 27th, 2016, ID of 11597731.The complainant arrived at our establishment on a busy Saturday night. Unfortunately, we had run put of rooms, and only one was left for sale. This would be the room that she stayed  in. When...

she arrived, she was given the rate. In the  statement of the problem, she expressed how, "Firstly, I was overcharged for a room that elsewhere is posted as ranging from $50-$80 a night." This can be solved through the fact that she could've gone to another establishment if she felt so. Secondly, and one of the stronger points, "Secondly, the room smelled absolutely terrible: a combination of sewage and dank, dirty carpet." She had checked in around 6:30 PM that night, and she did not ask, yet the desk clerk handed her the key of the room to go and see for herself if the room was suitable. Not only did she actually go and check the room, she spent 20 minutes doing so. If she did not like the room at this point, she could've left the key and moved on, however this was not the case. If she complained about the room afterward, how did she not find the flaws during her 20 minute inspection? She also said, "Management was not available in the evening around 9:00 p.m." This is completely false, as our desk clerk was checking people in until 11:38 PM (the last known check-in of the night, computer logs check). Our front desk remains open until 1 AM. The next point I'd like to make is that she stated, "When I approached management the next morning I was verbally abused and treated abysmally. I wanted only an acknowledgement and an attempt at a remedy. Instead I was told, "Go to hell." During the early morning hours, the establishment is faced with many checkouts as of course, and people are making their way out of the parking lot. None of our employees would ever say any vulgar, or insulting thing to a customer regardless of the people present or not. The only thing he had asked was how she had spent the night in the room, if it was that bad.In conclusion, the fact that she had arrived and checked out the rooms for a lengthy amount of time before purchasing, her knowing about the different price ranges of the different establishments, her multiple opportunities of coming to the front desk throughout the night to resolve the issue (which were not taken) as our office remains open well into the night, and false accusation that she was told to, "Go to hell," is why we are denying the request of a full/$60 dollar refund. We will however, give you the online price of the night which was $88.48 after tax. The difference would be $22.40. Thank you for your timeEvergreen Lodge

In response to the rejection,The room's window was left open due to the fact that the cleaning that took place earlier that day left a bleach smell, and in order to evict this, the window was left open. It's reason for being left open was not to be misleading. We had multiple room's windows open that day, not just that one specific room. Secondly, she has falsely claimed, again, that she had went to the office later that night and that she did not find anyone. In response to that, we will restate that we had multiple check-in's after she had checked in, meaning that we had staff there at all times, and if she had came, they surely would have come to help her, but she did not. Out office remains open until 1 AM. The third point, she stated that she was told to "GO TO HELL." That employee was asked again, and he stated that he said nothing of the sort. He was asked multiple times on this. The fourth reason, she stated that she had been told that the price she received was the online price, and for that, we have concluded that that was a slipup of human error, on our part, after asking the desk clerk who was on that night. After being falsely accused of dishonesty and more,  we would still like to resolve this matter, and we are ready to offer a refund of "$50." Thank you for your time,Owner Evergreen Lodge

This is the second season in a row Shorts has put us off on our boat repairs. They have had our boat for over a month now after having to remove it because of a leaking pontoon. We also feel the leak was caused from them having it all last season on blocks for engine repairs. We never were able to enjoy our boat last season. We call every week to get no satisfying answer just they'll get to it when they can. Our boat was put in early enough to be repaired and put back in on time for this season. We just feel like they are putting it off so we will purchase a new boat from them. We just want our boat repaired and back. We are loyal customers and rely on this company for our boat needs.

November 30, 2016   Lexe Kasey Revdex.com of Delaware 60 Reads Way New Castle, DE 19720     [redacted]       I would like the opportunity to share the information that has been gathered...

associated with this customer’s complaint.   This customer’s account indicates that he has had services performed at Short’s Marine on five different occasions. We greatly appreciate the business but it doesn’t coincide with the customer’s comments. He purchased a Yamaha engine form Short’s Marine in 2011. Our records indicate that he began utilizing Short’s Marine’s services in 2011. The Yamaha engine was winterized in 2011 by Short’s Marine’s Service Department. The Yamaha engine was winterized once again by Short’s Marine’s Service Department in 2012. The customer requested that the Yamaha engine be winterized by Short’s Marine’s Service Department in 2013. All of these services were provided to the customer with no questions or concerns. That brings us up to the requested services for 2016. The customer requested winterization services along with replacement of the throttle and shift control and cables. The 2016 services were completed on the 14th of November 2016. The customer visited Short’s Marine’s Service Department to retrieve his boat, engine and trailer and paid for the requested services in full on the 16th of November 2016.   The services requested by this customer were documented on our repair order acknowledgement sheet. This is a normal standard practice that is to be completed with each customer. The repair order sheet clearly shows that the customer requested to have the Yamaha engine winterized and new controls and cables installed. The customer requested that Short’s Marine provide the customer with the old controls and parts. There are no written price quotes on the repair order. If there were verbal quotes exchanged it cannot be substantiated without clear notes or indication on the repair order. The customer authorized the services requested by signing the repair order.   There were no notes displaying an estimated cost associated with the requested services so there would be no reason for our Service Department to contact the customer unless there was a deviation or unexpected issue arise. Our technician completed the requested services and turned the work order in for finalization of the billing. The customer was then called on the 14th of November 2016 at 1:35pm to make him aware of the completed services.   The customer retrieved his boat at the time of completion and paid for the services in full. We always encourage our customers to express their questions or concerns so that we can investigate them properly, present our findings and work toward an amicable resolution. That is how Short’s Marine has been able to maintain an A+ rating with the Revdex.com since 1990.   I do not believe that derogatory comments were made concerning our customers. I believe that the customer might have misinterpreted any conversation that he might have overheard during his visit to our Service Department. I unfortunately cannot comment on any issue that might have presented itself with any other customer that day without more information to prepare an investigation. I can, however, comment on the visit that transpired between this customer and Short’s Marine’s Service Department. The following gives a brief synopsis of our findings as to what transpired during this customer’s visit to Short’s Marine’s Service Department on the 16th of November 2016.   On the 5th of November 2016 a work order was created to perform winterization services and the installation of new controls and cables on the customer’s boat. It is our normal practice to have one of our Service Associates check in and write up a work order when a customer brings in a unit for service. One of our Service Associates, [redacted], checked in the customer’s boat and initiated the paperwork needed to create a work order and have the requested services completed.   Short’s Marine completed these services and contacted the customer to inform him that the services were complete. The customer visited our Service Department to retrieve his boat. The customer expressed his concern that the old control was not placed in the boat as requested. Short’s Marine located the control in a compartment under the boat’s console. Once that was resolved, the customer explained that his boat’s jack stand handle was missing. The customer was adamant about the handle being present at the time he dropped off the boat for service at Short’s Marine. Our Service Associate, [redacted], who checked in the customer’s unit engaged in a conversation with the customer. [redacted] explained that he clearly remembered that the jack stand handle was missing when the unit was dropped off. [redacted] distinctly recalled this because he is the one that cranked the jack stand down to remove the unit from the customer’s vehicle. [redacted] also went into great detail about their conversation that day, bringing up things that the customer remembered speaking about.   Unfortunately, the customer became quite agitated and argumentative, disagreeing with [redacted] concerning the jack stand handle. The customer also commented that he would contact the Revdex.com and could contact his credit card company to dispute the charges for the services performed by Short’s Marine. It is unclear to me why the customer would dispute his credit card transaction for service work that was completed per his requests.     It cannot be established if the handle for the jack stand was present at the time the unit was dropped off at our facility. Our Service Associate [redacted] was and still remains 100% positive that the handle for the jack stand was not attached to the jack stand at the time the unit was dropped off at our Service Department. The customer was also positive that the jack stand handle was present at the time of drop off. Since there was no clear way to determine whose recollection was correct, Short’s Marine offered to provide the customer with a replacement handle as a customer relations gesture. Upon trying to locate a replacement handle at our Accessories Department, it was determined by one of our associates that the jack stand presently on the customer’s boat trailer did not offer a replacement handle. A new jack stand would have to be purchased. Short’s Marine then told the customer that the handle was not an item that we stocked nor available to order through our vendors and offered to have him visit our accessories department to browse our inventory of jack stands. Short’s Marine explained that it couldn’t be determined if the handle was present at the time of drop off but as a customer relations gesture would provide a replacement jack stand, at a discounted cost to the customer. The customer visited our Accessories Department and did not accept a discounted replacement jack stand.   Short’s Marine cannot determine if the handle for the jack stand was present at the time of drop off. The customer claims that the handle was attached to the jack stand and our Service Associate, [redacted] clearly remembers cranking the jack stand down without a handle. Our position still remains that the jack stand handle was not attached to the jack stand at the time the customer dropped his unit off at Short’s Marine’s Service Department. Therefore, there is no substantial evidence supporting the customer’s allegations.   Short’s Marine made a customer relations gesture offer to allow the customer to pick out a replacement jack stand from our Accessories Department. This replacement jack stand would have been provided to the customer at a discounted cost. The customer declined this customer relations gesture offer. Short’s Marine previously offered to provide the customer with a replacement handle. This offer still remains. I would ask that the customer provide Short’s Marine with the invoice showing the purchase of said replacement handle. Short’s Marine will, as a customer relations gesture, reimburse the customer for this replacement handle once the invoice has been received and reviewed.   Now let me address the customer’s questions concerning the invoice for his recent services completed by Short’s Marine. I think once again that this was just a misunderstanding about the bill. If you look at the work order for the requested services, job number two is for the installation of the new control and cables. Under the parts section it shows 2 ea 17’ 33C XTRM CABLE. This means the customer was charged for 2 cables that are sold as individual cables. Each cable carries a cost of $56.52 so if you multiply that by 2 the total is $113.04. The customer was charged for two cables and two cables only. I hope that this clarifies the customer’s concerns.   Short’s Marine tries to provide our customers with what most people want out of any service provider. We do our best to deliver quality, convenience, trust, personal service and competitive prices. We appreciate and thank our customers when they bring concerns, issues and ideas to our attention. That helps our company continue to grow and be cognizant of our customer’s values. So we did not take this customer’s comments lightly. We have shared the customer’s information and concerns with our associates and have emphasized the importance of extending courtesy to all of our customers through all means of communication.         In closing, I would like to reiterate our willingness to work with this customer to resolve his concerns. Our position is still that the handle was missing when our Service Associate, [redacted] initially checked in the unit and cranked down the jack stand to remove the unit from the customer’s vehicle. Short’s Marine will offer as a customer relations gesture to reimburse the customer for his missing jack stand handle once the invoice for the handle is provided and reviewed. The question concerning being billed for four cables instead of two has been explained. The invoice clearly shows that the customer was charged for two cables at a cost of $56.52 each, totaling $113.04. As for the unwelcomed comments made during the customer’s visit, Short’s Marine tries to extend courtesy to all of our customers and this has been reinforced and will continue to be covered in regularly held meetings going forward. I would like to thank the Revdex.com for their continued assistance with resolving issues and educating consumers pertaining to both unacceptable and highly regarded business practices in our industry. I hope that you find that this letter answers the customer’s questions and satisfies his concerns.                     Regards,       [redacted]
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