Island Party Boat

Initial Business Response /* (1000, 6, 2015/08/01) */
Contact Name and Title: Steve ***-Owner
Contact Phone: 312-833-
Contact Email: [email protected]
Immediately upon discovering the situation in our system that allowed for a double booking our Sales Manager promptly called the
customer to discuss options for himAnother boat combination at a discounted rate along with a free food and beverage package and including a full refundWe have limited vessels that can accommodate a reservation of his size and made every effort to find an alternativeThe vessel is very unique with only two in the entire area of the City of Chicago
We researched several other options to accommodate his reservation which took a few days to get responses from other sources
One of our owners then called the customer and presented the options to him again that included a full refund of his payment or a discounted rate on two of our premium boats (that would fully accommodate his party and would be less than what he initially paid), along with a free food and beverage package for all of his guests($value)As another option we offered transferring his party to our competition on a larger boat, again at our cost
None of which was acceptable
As a result we felt an obligation to at least refund his payment in full as services were not providedEven though that was not an acceptable option we insisted on refunding his payment
Initial Consumer Rebuttal /* (3000, 8, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** states that "As another option we offered transferring his party to our competition on a larger boat, again at our cost."
This is not correctAt no point was this option presentedThis option, had it been presented, would have been acceptableI asked specifically for this type of arrangement, and was informed by Mr*** that no other vessels were available
I would challenge Mr*** to substantiate his claim that alternative arrangements were made and presented to me as an option, as I don't believe this is correct

Initial Business Response /* (1000, 6, 2015/08/01) */
Contact Name and Title: Steve [redacted]-Owner
Contact Phone: 312-833-1423
Contact Email: [email protected]
Immediately upon discovering the situation in our system that allowed for a double booking our Sales Manager promptly...

called the customer to discuss options for him. Another boat combination at a discounted rate along with a free food and beverage package and including a full refund. We have limited vessels that can accommodate a reservation of his size and made every effort to find an alternative. The vessel is very unique with only two in the entire area of the City of Chicago.
We researched several other options to accommodate his reservation which took a few days to get responses from other sources.
One of our owners then called the customer and presented the options to him again that included a full refund of his payment or a discounted rate on two of our premium boats (that would fully accommodate his party and would be less than what he initially paid), along with a free food and beverage package for all of his guests($480 value). As another option we offered transferring his party to our competition on a larger boat, again at our cost.
None of which was acceptable.
As a result we felt an obligation to at least refund his payment in full as services were not provided. Even though that was not an acceptable option we insisted on refunding his payment.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] states that "As another option we offered transferring his party to our competition on a larger boat, again at our cost."
This is not correct. At no point was this option presented. This option, had it been presented, would have been acceptable. I asked specifically for this type of arrangement, and was informed by Mr. [redacted] that no other vessels were available.
I would challenge Mr. [redacted] to substantiate his claim that alternative arrangements were made and presented to me as an option, as I don't believe this is correct.