At Tahoe Keys Boat Rentals we pride ourselves on customer serviceIn response to the following letter, we regret that one of our valued customers had a bad experienceThat said, the customers diatribe is inaccurate and clearly an attempt to circumvent the repair chargeAt Tahoe Keys Boat Rentals our check out process is standardizedWe clearly and carefully go over a contract with each customer, show them a map of the Lake, and a route in which to follow The circumstances stated in the above letter from said customer are inaccurate and troublingIn the complaint letter, it is stated that they should not be held responsible for damages because they stayed on “the route”Later, they affirm they were never shown a mapThis discrepancy clearly shows that “the route” was given to the customer and they were shown a map as part of protocolAdditionally, at Tahoe Keys Boat Rentals we keep careful notes on any boat issues and document response timesWhat may have seemed like a long response time to the family in question was in fact routine and promptThe log for the evening in question clearly shows adherence to all protocolsIt is unfortunate that this family had a less than stellar experience at Tahoe Keys, and we wish them nothing but the best as we continue to strive for excellence with each and every customer Our staff is well trained to handle situations in a timely and expeditious manner [redacted] arrived at our boat rental office at approximately 5:p.m.on 7/18/to rent a boatUpon initiating a rental with Tahoe Keys Boat Rental (TKBR) we take a $authorization and explain that the $charge will show up for three-five business days as a pending chargeThe authorization has already been released to the visa used ending in After taking the authorization we go through a very thorough checkout process, inclusive of a very specific map, and directions on how to avoid shallow parts of Lake TahoeOur dock hand had efficiently showed this client the basic operations of the; propeller, fenders, bimini top, swim ladder, dock lines, boat hook, paddle, ski flag, stern, anchor light, bow light, anchor & rope, as well as, the adult, child, and throw-able personal flotation devices, first aid kit, fire extinguisher, stereo, VHF radio, VHF antenna, and the kill cord for the vesselWe even require that the client initial that we have gone through all of this information, and that the client in fact does understand operations, up to and including navigation through the marina, no wake zones, and specifically how to operate the vessel in the dark blue water only after exiting our marina The clients spent over minutes of instruction with our office and dock staff prior to departure; they left our dock at 6:p.m., this allowing an acceptable amount of time to go over operations of the vessel properlyLastly, Tahoe Keys boat rental cares very deeply about our customer’s experience, as evidenced by the fact that we only charged the customers one rescue fee ($125.00) even though we had to rescue them twice for instances that were their own negligenceThe customer was aware of this potential fee because they signed a contract that clearly states this factSanding the engine or operating in shallow water will pull sand into the engine and do extensive damage to the motor; a charge of $will be assessed if you operate in shallow water in addition to any damages done The boat was in fact sanded, resulting in the $charge, and required a new impeller as well as a new water pump to return the motor back to working order and repair the major damages caused by said customerThe [redacted] Penta-Sea Water pump item # [redacted] sells for a price of $at [redacted] , also the neoprene blade flexible impeller sells for the price of $57.99, from Marine accessoriesWe do receive a discounted price on the part and pass that onto customerWe also waived the repair charge as we have to pay a mechanic to do the repairs to the vesselAn additional $was added for a gas refill, which was handled by us due to the fueling dock office being closedPrice Breakdown: Sanding - $ Rescue - $ Impeller/water pump - $400+Gas Refill - $15.12Total = $790.12Please feel free to call anytime between 8:a.mand 8:p.mif you have any further questions regarding complaint # [redacted] Sincerely, [redacted] *** Tahoe Keys Boat Rentals [redacted]
At Tahoe Keys Boat Rentals we pride ourselves on customer service. In response to the following letter, we regret that one of our valued customers had a bad experience. That said, the customers diatribe is inaccurate and clearly an attempt to circumvent the repair charge. At Tahoe Keys Boat Rentals...
our check out process is standardized. We clearly and carefully go over a contract with each customer, show them a map of the Lake, and a route in which to follow. The circumstances stated in the above letter from said customer are inaccurate and troubling. In the complaint letter, it is stated that they should not be held responsible for damages because they stayed on “the route”. Later, they affirm they were never shown a map. This discrepancy clearly shows that “the route” was given to the customer and they were shown a map as part of protocol. Additionally, at Tahoe Keys Boat Rentals we keep careful notes on any boat issues and document response times. What may have seemed like a long response time to the family in question was in fact routine and prompt. The log for the evening in question clearly shows adherence to all protocols. It is unfortunate that this family had a less than stellar experience at Tahoe Keys, and we wish them nothing but the best as we continue to strive for excellence with each and every customer. Our staff is well trained to handle situations in a timely and expeditious manner. [redacted] arrived at our boat rental office at approximately 5:45 p.m.on 7/18/15 to rent a boat. Upon initiating a rental with Tahoe Keys Boat Rental (TKBR) we take a $50.00 authorization and explain that the $50.00 charge will show up for three-five business days as a pending charge. The authorization has already been released to the visa used ending in 5909. After taking the authorization we go through a very thorough checkout process, inclusive of a very specific map, and directions on how to avoid shallow parts of Lake Tahoe. Our dock hand had efficiently showed this client the basic operations of the; propeller, fenders, bimini top, swim ladder, dock lines, boat hook, paddle, ski flag, stern, anchor light, bow light, anchor & rope, as well as, the adult, child, and throw-able personal flotation devices, first aid kit, fire extinguisher, stereo, VHF radio, VHF antenna, and the kill cord for the vessel. We even require that the client initial that we have gone through all of this information, and that the client in fact does understand operations, up to and including navigation through the marina, no wake zones, and specifically how to operate the vessel in the dark blue water only after exiting our marina. The clients spent over 30 minutes of instruction with our office and dock staff prior to departure; they left our dock at 6:20 p.m., this allowing an acceptable amount of time to go over operations of the vessel properly. Lastly, Tahoe Keys boat rental cares very deeply about our customer’s experience, as evidenced by the fact that we only charged the customers one rescue fee ($125.00) even though we had to rescue them twice for instances that were their own negligence. The customer was aware of this potential fee because they signed a contract that clearly states this fact. Sanding the engine or operating in shallow water will pull sand into the engine and do extensive damage to the motor; a charge of $250.00 will be assessed if you operate in shallow water in addition to any damages done. The boat was in fact sanded, resulting in the $250 charge, and required a new impeller as well as a new water pump to return the motor back to working order and repair the major damages caused by said customer. The [redacted] Penta-Sea Water pump item # [redacted] sells for a price of $462.75 at [redacted], also the neoprene 6 blade flexible impeller sells for the price of $57.99, from Marine accessories. We do receive a discounted price on the part and pass that onto customer. We also waived the repair charge as we have to pay a mechanic to do the repairs to the vessel. An additional $15.12 was added for a gas refill, which was handled by us due to the fueling dock office being closed. Price Breakdown: Sanding - $250 Rescue - $125 Impeller/water pump - $400+Gas Refill - $15.12Total = $790.12Please feel free to call anytime between 8:00 a.m. and 8:00 p.m. if you have any further questions regarding complaint #[redacted]. Sincerely, [redacted] Tahoe Keys Boat Rentals[redacted]
At Tahoe Keys Boat Rentals we pride ourselves on customer serviceIn response to the following letter, we regret that one of our valued customers had a bad experienceThat said, the customers diatribe is inaccurate and clearly an attempt to circumvent the repair chargeAt Tahoe Keys Boat Rentals our check out process is standardizedWe clearly and carefully go over a contract with each customer, show them a map of the Lake, and a route in which to follow The circumstances stated in the above letter from said customer are inaccurate and troublingIn the complaint letter, it is stated that they should not be held responsible for damages because they stayed on “the route”Later, they affirm they were never shown a mapThis discrepancy clearly shows that “the route” was given to the customer and they were shown a map as part of protocolAdditionally, at Tahoe Keys Boat Rentals we keep careful notes on any boat issues and document response timesWhat may have seemed like a long response time to the family in question was in fact routine and promptThe log for the evening in question clearly shows adherence to all protocolsIt is unfortunate that this family had a less than stellar experience at Tahoe Keys, and we wish them nothing but the best as we continue to strive for excellence with each and every customer Our staff is well trained to handle situations in a timely and expeditious manner [redacted] arrived at our boat rental office at approximately 5:p.m.on 7/18/to rent a boatUpon initiating a rental with Tahoe Keys Boat Rental (TKBR) we take a $authorization and explain that the $charge will show up for three-five business days as a pending chargeThe authorization has already been released to the visa used ending in After taking the authorization we go through a very thorough checkout process, inclusive of a very specific map, and directions on how to avoid shallow parts of Lake TahoeOur dock hand had efficiently showed this client the basic operations of the; propeller, fenders, bimini top, swim ladder, dock lines, boat hook, paddle, ski flag, stern, anchor light, bow light, anchor & rope, as well as, the adult, child, and throw-able personal flotation devices, first aid kit, fire extinguisher, stereo, VHF radio, VHF antenna, and the kill cord for the vesselWe even require that the client initial that we have gone through all of this information, and that the client in fact does understand operations, up to and including navigation through the marina, no wake zones, and specifically how to operate the vessel in the dark blue water only after exiting our marina The clients spent over minutes of instruction with our office and dock staff prior to departure; they left our dock at 6:p.m., this allowing an acceptable amount of time to go over operations of the vessel properlyLastly, Tahoe Keys boat rental cares very deeply about our customer’s experience, as evidenced by the fact that we only charged the customers one rescue fee ($125.00) even though we had to rescue them twice for instances that were their own negligenceThe customer was aware of this potential fee because they signed a contract that clearly states this factSanding the engine or operating in shallow water will pull sand into the engine and do extensive damage to the motor; a charge of $will be assessed if you operate in shallow water in addition to any damages done The boat was in fact sanded, resulting in the $charge, and required a new impeller as well as a new water pump to return the motor back to working order and repair the major damages caused by said customerThe [redacted] Penta-Sea Water pump item # [redacted] sells for a price of $at [redacted] , also the neoprene blade flexible impeller sells for the price of $57.99, from Marine accessoriesWe do receive a discounted price on the part and pass that onto customerWe also waived the repair charge as we have to pay a mechanic to do the repairs to the vesselAn additional $was added for a gas refill, which was handled by us due to the fueling dock office being closedPrice Breakdown: Sanding - $ Rescue - $ Impeller/water pump - $400+Gas Refill - $15.12Total = $790.12Please feel free to call anytime between 8:a.mand 8:p.mif you have any further questions regarding complaint # [redacted] Sincerely, [redacted] *** Tahoe Keys Boat Rentals [redacted]
At Tahoe Keys Boat Rentals we pride ourselves on customer service. In response to the following letter, we regret that one of our valued customers had a bad experience. That said, the customers diatribe is inaccurate and clearly an attempt to circumvent the repair charge. At Tahoe Keys Boat Rentals...
our check out process is standardized. We clearly and carefully go over a contract with each customer, show them a map of the Lake, and a route in which to follow. The circumstances stated in the above letter from said customer are inaccurate and troubling. In the complaint letter, it is stated that they should not be held responsible for damages because they stayed on “the route”. Later, they affirm they were never shown a map. This discrepancy clearly shows that “the route” was given to the customer and they were shown a map as part of protocol. Additionally, at Tahoe Keys Boat Rentals we keep careful notes on any boat issues and document response times. What may have seemed like a long response time to the family in question was in fact routine and prompt. The log for the evening in question clearly shows adherence to all protocols. It is unfortunate that this family had a less than stellar experience at Tahoe Keys, and we wish them nothing but the best as we continue to strive for excellence with each and every customer. Our staff is well trained to handle situations in a timely and expeditious manner. [redacted] arrived at our boat rental office at approximately 5:45 p.m.on 7/18/15 to rent a boat. Upon initiating a rental with Tahoe Keys Boat Rental (TKBR) we take a $50.00 authorization and explain that the $50.00 charge will show up for three-five business days as a pending charge. The authorization has already been released to the visa used ending in 5909. After taking the authorization we go through a very thorough checkout process, inclusive of a very specific map, and directions on how to avoid shallow parts of Lake Tahoe. Our dock hand had efficiently showed this client the basic operations of the; propeller, fenders, bimini top, swim ladder, dock lines, boat hook, paddle, ski flag, stern, anchor light, bow light, anchor & rope, as well as, the adult, child, and throw-able personal flotation devices, first aid kit, fire extinguisher, stereo, VHF radio, VHF antenna, and the kill cord for the vessel. We even require that the client initial that we have gone through all of this information, and that the client in fact does understand operations, up to and including navigation through the marina, no wake zones, and specifically how to operate the vessel in the dark blue water only after exiting our marina. The clients spent over 30 minutes of instruction with our office and dock staff prior to departure; they left our dock at 6:20 p.m., this allowing an acceptable amount of time to go over operations of the vessel properly. Lastly, Tahoe Keys boat rental cares very deeply about our customer’s experience, as evidenced by the fact that we only charged the customers one rescue fee ($125.00) even though we had to rescue them twice for instances that were their own negligence. The customer was aware of this potential fee because they signed a contract that clearly states this fact. Sanding the engine or operating in shallow water will pull sand into the engine and do extensive damage to the motor; a charge of $250.00 will be assessed if you operate in shallow water in addition to any damages done. The boat was in fact sanded, resulting in the $250 charge, and required a new impeller as well as a new water pump to return the motor back to working order and repair the major damages caused by said customer. The [redacted] Penta-Sea Water pump item # [redacted] sells for a price of $462.75 at [redacted], also the neoprene 6 blade flexible impeller sells for the price of $57.99, from Marine accessories. We do receive a discounted price on the part and pass that onto customer. We also waived the repair charge as we have to pay a mechanic to do the repairs to the vessel. An additional $15.12 was added for a gas refill, which was handled by us due to the fueling dock office being closed. Price Breakdown: Sanding - $250 Rescue - $125 Impeller/water pump - $400+Gas Refill - $15.12Total = $790.12Please feel free to call anytime between 8:00 a.m. and 8:00 p.m. if you have any further questions regarding complaint #[redacted]. Sincerely, [redacted] Tahoe Keys Boat Rentals[redacted]