Ocean Legends

Date Sent: 6/18/10:46:AM Complaint: [redacted] I am rejecting this response because:Due to military requirements, I am I no longer located in Hawaii and unable to accept the offer of store credit, although MrF [redacted] is correct in that I have a balance due me in addition to the monies associated with this complaint I am trying to resolve this in the most professional manner without besmirching anyone's character or business reputation through social media or through TDI corporate leadershipI will eventually take any and all steps necessary to resolve this situationI have records including text messages and emails where MrF [redacted] tells me I will have to wait four months for the training, after having waited considerable longer, and estimates for training costs greatly increasing the original costsI can produce/post this as requested or necessarySincerely, [redacted]

Date Sent: 6/18/10:46:AM Complaint: [redacted] I am rejecting this response because:Due to military requirements, I am I no longer located in Hawaii and unable to accept the offer of store credit, although MrF [redacted] is correct in that I have a balance due me in addition to the monies associated with this complaint I am trying to resolve this in the most professional manner without besmirching anyone's character or business reputation through social media or through TDI corporate leadershipI will eventually take any and all steps necessary to resolve this situationI have records including text messages and emails where MrF [redacted] tells me I will have to wait four months for the training, after having waited considerable longer, and estimates for training costs greatly increasing the original costsI can produce/post this as requested or necessary Sincerely, [redacted]

There is no sign in the dive shop about a no return policy There should be a sign and a warning given regarding all merchandise that is non-returnable Usually, merchants give fair warning for merchandise that is not able to be returned, and these items are usually final sale items Small print on the receipt is not fair warning as the consumer only reads that after the purchase They need to clearly put their return policy in a large sign so that all consumers can see it I would have never bought the items if I knew that I could not return them Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

This is a copy of the original response to Mr***'s complaint;Hey ***,In response to your note. I am truly sorry you have chosen to not take the classI also wish to apologize for any misunderstandings that might have occurred between us. My objective is to ensure that
each and every one of our customers has a great experience when dealing with our team.I usually answer my phone line during business hours. It is rare that I receive or take any business calls at 6am, unless it is an emergency. As a family man, I make it a practice in my life to build boundaries around my family time and my business I hope you can appreciate my stance and do apologize if I am not able to take calls in the very early hours of the day. For your class, I had intended to give you access to my back up computer. I do understand your situation and I am looking for ways to achieve a compromise. Of course, you do have the option of acquiring your own computer. However, it is critical that you have access to a back up computer as redundancy is key to assist you in tracking Deco and POand CNS due to long exposure. Safety is first and foremost the primary objective I was surprised to hear that you felt that I had treated you as “a leper” which was the comment that you made. I have so far given you an extra *** Manual, offered you extra parts at no cost to maintain your rebreather. I also would not have given you a significant discount on your class. I am sorry you feel this way but that is simply not the case. I do value your business and your relationship.I have too much respect for you as a friend and as a customer and I can only hope that going forward, I will be able to create a better impression.I harbor no ill will or bad feeling towards you for any interactions past and present. I do not believe that at any time, you had anything to do with *** nor does it affect the way I view our relationship today.I can understand your frustration around the costs and pre requirements for the consumables for *** Rebreather Training. However, TDI standards are very clear and I make every effort to abide by them. As well, you need to comply with the Dive Hours requirement before you commence your training. In this case, the requirements is a minimum of hours and a show of competency in the use of your Rebreather. Your own time in the Rebreather does not count towards this class. I have invited you in the past to go diving with me. You were here for daysYou could have easily met this requirement during that time. You already had thirty hours. Twenty more was very achievable. I did mention this to you. I told you that once you had completed this requirement, that we could go ahead and pick the actual dates for your class At first, you asked me to service your Rebreather. You then chose to do this yourself. An order was created for you for an additional sensor. The expense was credited to you on your shop account towards a dive charter. It is my understanding that this credit has not been redeemed I did inform you that *** Training comes with costs for consumables as it involves Helium which oscillates in price between $and $for a cubic foot T size cylinder. I welcome you look into pricing for the consumables and the cost of boat seats necessary for me to give you one on one (Private) instruction you may come to realize that you have indeed been getting a very favorable deal and I am only sorry that you do not see it this way. In so far as pricing is concerned, there little more I can do My bottom line is that I often make very little money, if any given all the favorable discounts and preferred treatment. I teach for the passion towards diving and to share the knowledge and wonders of Rebreather Diving. Your *** Course was discounted by $1,650. I took our personal friendship and your service to our country in consideration as I felt it was worthwhile. Your request to extend the training was grantedI did this in good faith. Your original date was May 5th, 2012. This was over two years ago... We offer no refunds on training. This is clearly stated on your sales agreement. A copy of which I have forwarded to you. As well, the consumables, boat dives and rental gear were not included. I was attempting to get you into a class of two or three students in February mitigate the costs associated with a Private Boat Charter. You deemed this to be “ridiculous” so I granted your wish to do a private class in December from the first to the sixth this year which was the request you made to me. You have now also declined these dates. You would like to get trained to be able to dive *** but you don’t wish to join a class to reduce your cost and to give you more time to complete your fifty hours requirement and you also don’t want absorb the cost for a private class. How then, will we get you certified? Just so that you know, I had to move two other clients to accommodate your request for training dates. Now I have to move them back which it is obviously inconvenient for them and their families who are also here on vacation and to do their own training My intention is to preserve our relationship and to bring a positive outcome to this transaction. As such, I am willing to issue you a credit for your class at our facility to be applied (minus the sales tax) towards the purchase of gear and diving or for Dive Charters. You may keep the *** manual plus the Advanced *** manual I gave to you at no cost so that you may further your dive education.Alternatively, you can apply it towards your *** Training should you wish to accumulate hours on your rebreather and log the fifty hours you will need to tkae the Course at a later dateThis offer is extended to you until July 30th, 2015. If you wish to join the next class, your Private Charter cost will decrease by $As it will be shared by other *** Students.I am of course offering these alternatives to you in an effort to deliver an outcome that is favorable to you and to me If you wish to further discuss this matter or wish to make arrangements to implement the choices described in this note, feel free to contact my General Manager. His name is *** ***. He is in charge of all company matters. Today, I am completely focused on Diver Training. Erik can be reached at ***Erik & I will be at the DEMA show next few days and he will be checking his emails periodically. Aloha! Darren F**President

This is a copy of the original response to Mr***'s complaint;
Hey ***, min-height: 15px;">
In response to your note. I am truly sorry you have chosen to not take the classI also wish to apologize for any misunderstandings that might have occurred between us. My objective is to ensure that each and every one of our customers has a great experience when dealing with our teamI usually answer my phone line during business hours. It is rare that I receive or take any business calls at 6am, unless it is an emergency. As a family man, I make it a practice in my life to build boundaries around my family time and my business I hope you can appreciate my stance and do apologize if I am not able to take calls in the very early hours of the day.
For your class, I had intended to give you access to my back up computer. I do understand your situation and I am looking for ways to achieve a compromise
Of course, you do have the option of acquiring your own computer. However, it is critical that you have access to a back up computer as redundancy is key to assist you in tracking Deco and POand CNS due to long exposure. Safety is first and foremost the primary objective
I was surprised to hear that you felt that I had treated you as “a leper” which was the comment that you made. I have so far given you an extra *** Manual, offered you extra parts at no cost to maintain your rebreather. I also would not have given you a significant discount on your class. I am sorry you feel this way but that is simply not the case. I do value your business and your relationshipI have too much respect for you as a friend and as a customer and I can only hope that going forward, I will be able to create a better impressionI harbor no ill will or bad feeling towards you for any interactions past and present. I do not believe that at any time, you had anything to do with *** nor does it affect the way I view our relationship todayI can understand your frustration around the costs and pre requirements for the consumables for *** Rebreather Training. However, TDI standards are very clear and I make every effort to abide by them. As well, you need to comply with the Dive Hours requirement before you commence your training. In this case, the requirements is a minimum of hours and a show of competency in the use of your Rebreather. Your own time in the Rebreather does not count towards this class. I have invited you in the past to go diving with me. You were here for daysYou could have easily met this requirement during that time. You already had thirty hours. Twenty more was very achievable. I did mention this to you. I told you that once you had completed this requirement, that we could go ahead and pick the actual dates for your class
At first, you asked me to service your Rebreather. You then chose to do this yourself. An order was created for you for an additional sensor. The expense was credited to you on your shop account towards a dive charter. It is my understanding that this credit has not been redeemed
I did inform you that *** Training comes with costs for consumables as it involves Helium which oscillates in price between $and $for a cubic foot T size cylinder.
I welcome you look into pricing for the consumables and the cost of boat seats necessary for me to give you one on one (Private) instruction you may come to realize that you have indeed been getting a very favorable deal and I am only sorry that you do not see it this way. In so far as pricing is concerned, there little more I can do
My bottom line is that I often make very little money, if any given all the favorable discounts and preferred treatment. I teach for the passion towards diving and to share the knowledge and wonders of Rebreather Diving Your *** Course was discounted by $1,650. I took our personal friendship and your service to our country in consideration as I felt it was worthwhile. Your request to extend the training was grantedI did this in good faith. Your original date was May 5th, 2012. This was over two years ago We offer no refunds on training. This is clearly stated on your sales agreement. A copy of which I have forwarded to you. As well, the consumables, boat dives and rental gear were not included. I was attempting to get you into a class of two or three students in February mitigate the costs associated with a Private Boat Charter. You deemed this to be “ridiculous” so I granted your wish to do a private class in December from the first to the sixth this year which was the request you made to me. You have now also declined these dates. You would like to get trained to be able to dive *** but you don’t wish to join a class to reduce your cost and to give you more time to complete your fifty hours requirement and you also don’t want absorb the cost for a private class. How then, will we get you certified?
Just so that you know, I had to move two other clients to accommodate your request for training dates. Now I have to move them back which it is obviously inconvenient for them and their families who are also here on vacation and to do their own training
My intention is to preserve our relationship and to bring a positive outcome to this transaction. As such, I am willing to issue you a credit for your class at our facility to be applied (minus the sales tax) towards the purchase of gear and diving or for Dive Charters.
You may keep the *** manual plus the Advanced *** manual I gave to you at no cost so that you may further your dive educationAlternatively, you can apply it towards your *** Training should you wish to accumulate hours on your rebreather and log the fifty hours you will need to tkae the Course at a later dateThis offer is extended to you until July 30th, 2015. If you wish to join the next class, your Private Charter cost will decrease by $As it will be shared by other *** StudentsI am of course offering these alternatives to you in an effort to deliver an outcome that is favorable to you and to me
If you wish to further discuss this matter or wish to make arrangements to implement the choices described in this note, feel free to contact my General Manager. His name is *** ***. He is in charge of all company matters. Today, I am completely focused on Diver Training. Erik can be reached at ***
Erik & I will be at the DEMA show next few days and he will be checking his emails periodically.
Aloha!
Darren F**
President

Customer has been contacted and we are in the process of resolving this issueThe contractor *** has moved on from the company and unfortunately the certification paperwork was lost so we are generating new documentation and issue is now resolved.We contacted the customer personally today and
provided customer service.Darren F**President.Ocean Legends Hawaii

Customer has been contacted and we are in the process of resolving this issueThe contractor *** has moved on from the company and unfortunately the certification paperwork was lost so we are generating new documentation and issue is now resolvedWe contacted the customer personally
today and provided customer service.Darren F**
PresidentOcean Legends Hawaii

Dear Sirs,
We are sorry to hear about Ms ***'s dissatisfaction I would like to clarify a couple of points for the record in order to respond to this complaintWe have a no return policy on all Merchandise As a Dive Shop, we cannot afford to take
returns on items such as masks, fins, snorkels, belts, etc Often these items go in the water and as such they are no longer considered new Our policy is clearly stated on our receipts and also on our sales counter We have a taped sign that states it soAlso, Ms *** talks about overpriced items All items in question were sold at MSRP She Bought an *** Mask for $69USD (MSRP) verifiable via basic google search She also bought a *** Weight Belt for $which is the MSRP as advertised in the *** Website She also purchased four *** *** *** Weights Our per pound price for lead weights is $ This price is average for most shops in the Island of Oahu
Ms ***'s conflict arises from the fact that she decided not to use the merchandise after all She claims she decided to rent it instead It is unfortunate but simply cannot accept the return
I take persona exception to her claim that somehow we took advantage of her because as she puts it, She is a "novice"
All amounts quoted in this note, are easily verifiable via a simple online search Our prices are competitive and within MSRP guidelines If someone offers hear a greater discount, that is clearly outside of our control
For any other questions or concerns related to this matter, please feel free to contact me directly via phone or emailAloha!
Erik *S***, GM
Ocean Legends Dive Center
***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

There is no sign in the dive shop about a no return policy.  There should be a sign and a warning given regarding all merchandise that is non-returnable.  Usually, merchants give fair warning for merchandise that is not able to be returned, and these items are usually final sale items.  Small print on the receipt is not fair warning as the consumer only reads that after the purchase.  They need to clearly put their return policy in a large sign so that all consumers can see it.  I would have never bought the items if I knew that I could not return them.  
 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Date Sent: 6/18/2015 10:46:07 AM Complaint: [redacted]I am rejecting this response because:Due to military requirements, I am I no longer located in Hawaii and unable to accept the offer of store credit, although Mr. F** is correct in that I have a balance due me in addition to the monies associated with this complaint.  I am trying to resolve this in the most professional manner without besmirching anyone's character or business reputation through social media or through TDI corporate leadership. I will eventually take any and all steps necessary to resolve this situation. I have records including text messages and emails where Mr. F** tells me I will have to wait four months for the training, after having waited considerable longer, and estimates for training costs greatly increasing the original costs. I can produce/post this as requested or necessary. Sincerely,[redacted]

Date Sent: 6/18/2015 10:46:07 AM Complaint: [redacted]I am rejecting this response because:Due to military requirements, I am I no longer located in Hawaii and unable to accept the offer of store credit, although Mr. F** is correct in that I have a balance due me in addition to the monies associated with this complaint.  I am trying to resolve this in the most professional manner without besmirching anyone's character or business reputation through social media or through TDI corporate leadership. I will eventually take any and all steps necessary to resolve this situation. I have records including text messages and emails where Mr. F** tells me I will have to wait four months for the training, after having waited considerable longer, and estimates for training costs greatly increasing the original costs. I can produce/post this as requested or necessary. 
Sincerely,[redacted]