Maui Adventure Tours M.A.T., LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am now in receipt of the refund, as of July 29thWe will have to agree to disagree about the events that occurredI am glad that Roger fulfilled the refund and had he communicated with me via, email, phone or text telling me that there would be a refund I would not have taken this to the Revdex.comI emailed Roger on the 13th of July (because I had no communication from him about the incident) and again on the 21st after receiving no response, see attachedI am glad the whole thing is behind us, Thank you for processing our refund.Sincerely, [redacted]

Dear Revdex.com,This complaint is full of half truths and omitted information!! The ONLY communication I have from this woman since her tour (July 1st) was an email which I received July 21stThis client was given a FULL refund July 6th!! We use the ' [redacted] ' credit card processing which can take to BUSINESS days to reflect on a clients statement! This tour was a HORRIBLE DISASTER and a PERFECT example of what can happen when people do not follow instructions...I am a year resident of Hawaii, [redacted] Dive Master, [redacted] Life Guard, Emergency First Response Instructor and a Hawaii Marine NaturalistLiving in Hawaii we all know how dangerous our ocean can be and how important it is that people follow directions when it comes to safety!!! I have been guiding tours for over years and started my own kayak company in May Maui Adventure Tours has guided 100's of tours and 1000's of people at that location and this is the ONLY tour gone awry!! Safety is always a concern and we cancel several tours each month due to unsafe conditions (high winds, big surf and even concern about Tiger Sharks when there is low visibility/merky water...).ALL kayak tour participants are given a detailed orientation, safety briefing and kayaking lesson before every tourA practice paddle lesson in the kayak and a review of instructions is also given before participants head out to the meet areaThese people actually stopped paddling EXACTLY where they were instructed NOT to be and were subsequently hit by a wave!! Ask any Lifeguard in Hawaii how people get into trouble and they will say it happens when people do NOT follow instructions!! I cannot take responsibility for people who ignore instructions and put themselves in dangerA week does not go by when I do not have to yell to (not at) someone who is not following instructions!! This family even talked about rescheduling for another day (I think that after settling back in at their hotel they began to have second thoughts about going back out)!! She did not contact me again until July 21st by email requesting a refund...I am sure that this is not the first complaint you have had concerning an unpleasant ocean adventureI have guided over kayak tours over the years without incident...safety is our top priority but we can only provide safe, enjoyable tours for people who follow instructions...I hope this letter addresses your concerns and that Maui Adventure Tours remains in good status with the Revdex.com.Mahalo and Aloha,Roger P [redacted] - [redacted] Owner [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am now in receipt of the refund, as of July 29th.
We will have to agree to disagree about the events that occurredI am glad that Roger fulfilled the refund and had he communicated with me via, email, phone or text telling me that there would be a refund I would not have taken this to the Revdex.comI emailed Roger on the 13th of July (because I had no communication from him about the incident) and again on the 21st after receiving no response, see attached.
I am glad the whole thing is behind us,
Thank you for processing our refundSincerely,
*** ***

Dear Revdex.com,This complaint is full of half truths and omitted information!! The ONLY communication I have from this woman since her tour (July 1st) was an email which I received July 21st. This client was given a FULL refund July 6th!! We use the '[redacted]' credit card processing which can take 10 to 14...

BUSINESS days to reflect on a clients statement! This tour was a HORRIBLE DISASTER and a PERFECT example of what can happen when people do not follow instructions...I am a 17 year resident of Hawaii, [redacted] Dive Master, [redacted] Life Guard, Emergency First Response Instructor and a Hawaii Marine Naturalist. Living in Hawaii we all know how dangerous our ocean can be and how important it is that people follow directions when it comes to safety!!! I have been guiding tours for over 7 years and started my own kayak company in May 2014. Maui Adventure Tours has guided 100's of tours and 1000's of people at that location and this is the ONLY tour gone awry!! Safety is always a concern and we cancel several tours each month due to unsafe conditions (high winds, big surf and even concern about Tiger Sharks when there is low visibility/merky water...).ALL kayak tour participants are given a detailed orientation, safety briefing and kayaking lesson before every tour. A practice paddle lesson in the kayak and a review of instructions is also given before participants head out to the meet area. These people actually stopped paddling EXACTLY where they were instructed NOT to be and were subsequently hit by a wave!! Ask any Lifeguard in Hawaii how people get into trouble and they will say it happens when people do NOT follow instructions!! I cannot take responsibility for people who ignore instructions and put themselves in danger. A week does not go by when I do not have to yell to (not at) someone who is not following instructions!! This family even talked about rescheduling for another day (I think that after settling back in at their hotel they began to have second thoughts about going back out)!! She did not contact me again until July 21st by email requesting a refund...I am sure that this is not the first complaint you have had concerning an unpleasant ocean adventure. I have guided over 1000 kayak tours over the years without incident...safety is our top priority but we can only provide safe, enjoyable tours for people who follow instructions...I hope this letter addresses your concerns and that Maui Adventure Tours remains in good status with the Revdex.com.Mahalo and Aloha,Roger P[redacted]Owner[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am now in receipt of the refund, as of July 29th. We will have to agree to disagree about the events that occurred. I am glad that Roger fulfilled the refund and had he communicated with me via, email, phone or text telling me that there would be a refund I would not have taken this to the Revdex.com. I emailed Roger on the 13th of July (because I had no communication from him about the incident) and again on the 21st after receiving no response, see attached. I am glad the whole thing is behind us, Thank you for processing our refund.Sincerely, [redacted]

Dear Revdex.com,
This complaint is full of half truths and omitted information!! The ONLY communication I have from this woman since her tour (July 1st) was an email which I received July 21st. This client was given a FULL refund July 6th!! We use the '[redacted]' credit card processing which can take...

10 to 14 BUSINESS days to reflect on a clients statement! This tour was a HORRIBLE DISASTER and a PERFECT example of what can happen when people do not follow instructions...
I am a 17 year resident of Hawaii, [redacted] Dive Master, [redacted] Life Guard, Emergency First Response Instructor and a Hawaii Marine Naturalist. Living in Hawaii we all know how dangerous our ocean can be and how important it is that people follow directions when it comes to safety!!! I have been guiding tours for over 7 years and started my own kayak company in May 2014. Maui Adventure Tours has guided 100's of tours and 1000's of people at that location and this is the ONLY tour gone awry!! Safety is always a concern and we cancel several tours each month due to unsafe conditions (high winds, big surf and even concern about Tiger Sharks when there is low visibility/merky water...).
ALL kayak tour participants are given a detailed orientation, safety briefing and kayaking lesson before every tour. A practice paddle lesson in the kayak and a review of instructions is also given before participants head out to the meet area. These people actually stopped paddling EXACTLY where they were instructed NOT to be and were subsequently hit by a wave!! Ask any Lifeguard in Hawaii how people get into trouble and they will say it happens when people do NOT follow instructions!! I cannot take responsibility for people who ignore instructions and put themselves in danger. A week does not go by when I do not have to yell to (not at) someone who is not following instructions!! 
This family even talked about rescheduling for another day (I think that after settling back in at their hotel they began to have second thoughts about going back out)!! She did not contact me again until July 21st by email requesting a refund...
I am sure that this is not the first complaint you have had concerning an unpleasant ocean adventure. I have guided over 1000 kayak tours over the years without incident...safety is our top priority but we can only provide safe, enjoyable tours for people who follow instructions...
I hope this letter addresses your concerns and that Maui Adventure Tours remains in good status with the Revdex.com.
Mahalo and Aloha,
Roger P[redacted]
Owner
[redacted]

Subject: Complaint ID #[redacted]   Hello,    We have been Refunded in full for our Tour.  Please close our Complaint.  Thank you very much for everything.     Here is his response from him:   Aloha, My sincerest apologies for the failure to...

communicate with you and all the troubles this must have caused... Just days before your tour a serious, painful, ocean-borne bacterial Staph infection manifested in my legs which sent me to Hospital Emergency. I began immediate treatment but within hours of my arrival the condition worsened and amputation was considered!! The entire month of May and the first 2 weeks of June are almost the slowest time of year for us. My crew of 2 guides were already in off season standby mode and I was sure that we had nothing scheduled...my concerns were focused on getting well and I did not check the schedule, read emails or take calls during treatment, my bad!! After a 10 days of powerful antibiotic treatments I am home now and happy to say that I am much much better and back on my OWN 2 feet again!! You have been issued a full refund...please allow a few business days for the funds to post back to your card. I very much enjoy sharing my love of the ocean with our clients and strive to provide an excellent and memorable ocean adventure tour experience. I love my job and am dedicated to what I do!! I convey my apologies and hope we can get together for a tour on your next visit... Aloha Nui Loa - Maui No Ka Oi!! Sincerely, Roger P[redacted] Owner/Lead Guide/Dive Master/Marine Naturalist   -- Thank you, [redacted]