I am rejecting this response because: When we were signing up, you could showed no attention to anythingI remember this because you were distracted by so many other things and just said, to sign, initial and dateAs for what your employees said, that is up to as the owner to find outWhy would your own employees say these statements if it did not come from frustration just like your customers were frustratedYou are right about the time, as I look at pictures on my phone and the receipt, it was 4:pm, everything else I am sorry to say is not trueYou responded by saying that you sent someone out and not someone from Full throttle because apparently they do not rent Jet-Ski'sAccording to their site and ***, they do! And I would also like to point out that half of your [redacted] reviews are negative and customers sense the tension between your employees and the rude serviceThe gentleman that came and helped said was talking on the radio and specifically said "no, it is not one of ours" which is when I asked him if you guys even knew we were downAs the owner, it is frustrating to have to fix a Jet Ski, however, as a customer I do not appreciate you stating that you said, "accidents happen"This is exactly the point of this complaint, you said "now I have to do oil changes on this thing"As an organization owner myself, I take responsibility for anything that happens during my service hoursI am very disappointed and I will never use your service or recommend it in any way
I am rejecting this response because: When we were signing up, you could showed no attention to anything. I remember this because you were distracted by so many other things and just said, to sign, initial and date. As for what your employees said, that is up to as the owner to find out. Why would your own employees say these statements if it did not come from frustration just like your customers were frustrated. You are right about the time, as I look at pictures on my phone and the receipt, it was 4:02 pm, everything else I am sorry to say is not true. You responded by saying that you sent someone out and not someone from Full throttle because apparently they do not rent Jet-Ski's. According to their site and [redacted], they do! And I would also like to point out that half of your [redacted] reviews are negative and customers sense the tension between your employees and the rude service. The gentleman that came and helped said was talking on the radio and specifically said "no, it is not one of ours" which is when I asked him if you guys even knew we were down. As the owner, it is frustrating to have to fix a Jet Ski, however, as a customer I do not appreciate you stating that you said, "accidents happen". This is exactly the point of this complaint, you said "now I have to do oil changes on this thing". As an organization owner myself, I take responsibility for anything that happens during my service hours. I am very disappointed and I will never use your service or recommend it in any way.
Hello,Unfortunately as hard as we try to accommodate and please every customer, sometimes we cannot. This incident took place on one of our busiest days of the year. We rented nearly 100 jet-skis, on such a busy day the sign-up process can move pretty fast. Sorry to hear the...
customer felt rushed. When the jet-skis go out so often they will need to be re-fueled once a day. Customers always receive their full rented time and any time needed to fuel is never deducted from the rental time. As the owner I never fuel the machines, there must have been a misunderstanding on the fueling process. I'm not exactly sure what is meant by "the owner takes off with the jet-skis"? All our fueling is done on-site. "He never brings anything back"? I'm also not sure what is meant by that. We were moving people through that day, but never at a cost of rider safety. They said it was windy, but in truth a look at the past weather charts show Lake Tahoe to have no wind at all that day. Our jet-skis are far from flimsy, they are some of the newest machines on the market. The jet-skis are rated for 600lbs. The complaint refers to a company Full Throttle, this company hasn't rented jet-skis on Tahoe for two years. Perhaps they googled a watersports rental and this name came up so they used it. As soon as we noticed a down machine we sent our rescue sled to assist. The complaint also said another company brought them back in, this is not true as our employee [redacted] pulled the sunk machine to the beach. My first response to the renters was accidents happen. They became very confrontational. The first thing they said was the machine just rolled over, which is impossible without the help of the renter. After noticing the extent of the damage I notified them that unfortunately there would be a charge involved. To say we left them stranded to make more money is completely un-true. The complaint says the incident happened at 4:30, but even after all the bickering and so called 20 minutes stranded in the water the charge took place at 4:00pm. We want our renters to enjoy there time on the water and return the machine in the same condition in which it was rented. We are a family business that has been operating at this location for over 15 years. We take pride in our customer service and try to resolve every issue with professionalism. As soon as the renter started using foul language at the desk in front of families signing up, I ran the charge and did not say another word.
I am rejecting this response because: When we were signing up, you could showed no attention to anythingI remember this because you were distracted by so many other things and just said, to sign, initial and dateAs for what your employees said, that is up to as the owner to find outWhy would your own employees say these statements if it did not come from frustration just like your customers were frustratedYou are right about the time, as I look at pictures on my phone and the receipt, it was 4:pm, everything else I am sorry to say is not trueYou responded by saying that you sent someone out and not someone from Full throttle because apparently they do not rent Jet-Ski'sAccording to their site and ***, they do! And I would also like to point out that half of your [redacted] reviews are negative and customers sense the tension between your employees and the rude serviceThe gentleman that came and helped said was talking on the radio and specifically said "no, it is not one of ours" which is when I asked him if you guys even knew we were downAs the owner, it is frustrating to have to fix a Jet Ski, however, as a customer I do not appreciate you stating that you said, "accidents happen"This is exactly the point of this complaint, you said "now I have to do oil changes on this thing"As an organization owner myself, I take responsibility for anything that happens during my service hoursI am very disappointed and I will never use your service or recommend it in any way
I am rejecting this response because: When we were signing up, you could showed no attention to anything. I remember this because you were distracted by so many other things and just said, to sign, initial and date. As for what your employees said, that is up to as the owner to find out. Why would your own employees say these statements if it did not come from frustration just like your customers were frustrated. You are right about the time, as I look at pictures on my phone and the receipt, it was 4:02 pm, everything else I am sorry to say is not true. You responded by saying that you sent someone out and not someone from Full throttle because apparently they do not rent Jet-Ski's. According to their site and [redacted], they do! And I would also like to point out that half of your [redacted] reviews are negative and customers sense the tension between your employees and the rude service. The gentleman that came and helped said was talking on the radio and specifically said "no, it is not one of ours" which is when I asked him if you guys even knew we were down. As the owner, it is frustrating to have to fix a Jet Ski, however, as a customer I do not appreciate you stating that you said, "accidents happen". This is exactly the point of this complaint, you said "now I have to do oil changes on this thing". As an organization owner myself, I take responsibility for anything that happens during my service hours. I am very disappointed and I will never use your service or recommend it in any way.
Hello,Unfortunately as hard as we try to accommodate and please every customer, sometimes we cannot. This incident took place on one of our busiest days of the year. We rented nearly 100 jet-skis, on such a busy day the sign-up process can move pretty fast. Sorry to hear the...
customer felt rushed. When the jet-skis go out so often they will need to be re-fueled once a day. Customers always receive their full rented time and any time needed to fuel is never deducted from the rental time. As the owner I never fuel the machines, there must have been a misunderstanding on the fueling process. I'm not exactly sure what is meant by "the owner takes off with the jet-skis"? All our fueling is done on-site. "He never brings anything back"? I'm also not sure what is meant by that. We were moving people through that day, but never at a cost of rider safety. They said it was windy, but in truth a look at the past weather charts show Lake Tahoe to have no wind at all that day. Our jet-skis are far from flimsy, they are some of the newest machines on the market. The jet-skis are rated for 600lbs. The complaint refers to a company Full Throttle, this company hasn't rented jet-skis on Tahoe for two years. Perhaps they googled a watersports rental and this name came up so they used it. As soon as we noticed a down machine we sent our rescue sled to assist. The complaint also said another company brought them back in, this is not true as our employee [redacted] pulled the sunk machine to the beach. My first response to the renters was accidents happen. They became very confrontational. The first thing they said was the machine just rolled over, which is impossible without the help of the renter. After noticing the extent of the damage I notified them that unfortunately there would be a charge involved. To say we left them stranded to make more money is completely un-true. The complaint says the incident happened at 4:30, but even after all the bickering and so called 20 minutes stranded in the water the charge took place at 4:00pm. We want our renters to enjoy there time on the water and return the machine in the same condition in which it was rented. We are a family business that has been operating at this location for over 15 years. We take pride in our customer service and try to resolve every issue with professionalism. As soon as the renter started using foul language at the desk in front of families signing up, I ran the charge and did not say another word.