Old Navy Store

Complaint ID# ***Dear Ms***Thank you for taking the time to communicate to us why our service did not meet the expectations of our customerWe have every desire to address the customers’ needs and provide the best solution available to resolve her concerns.We have reviewed the
customers’ concern with all of our staff that had interaction with the customers’ during their stay with us on one of our houseboats.The following information is provided to you for your evaluation of the customers’ concern and our understanding of the eventsIn addition, we will further evaluate how we can prevent this problem from occurring again in the future.-The customers’ checked into Points Marina on September 28, as they had rented Houseboat “The Lisa”The customers’ had rented the “The Lisa” from September 28, to October 2, 2015.-Prior to departing Points Marina the customers’ were given a tour of “The Lisa” by one of the crew membersThis tour includes a safety briefing, general operation of the houseboat, operation of the onboard generator and operation of the hot tubDuring this tour of the houseboat the customers’ did bring up the concern of the fruit flies to the crewmemberThe crewmember informed the customers’ that fruit flies were common this time of year in the areaThe crewmember stated that the best way to rid the houseboat of the fruit flies was to open both doors as they were traveling the lakeThe crewmember also informed them that if they did manage to minimize or rid the boat of the fruit flies then once the houseboat came to a stop the fruit flies would return.-The customers’ also claims that the houseboat smelled of cigarette smokeHowever, cigarette smoke was not brought up to the crewmember providing the tour as a concern, nor does the crewmember recall a cigarette smoke odor on the boat.-The customers’ did check out on September 30, Once the customers’ had removed their belongings from the houseboat they spoke with one of our crewmembers on the gas dock aboutvarious topics however, none of the topics were about any of the stated complaintsThe customers’ then proceeded to our main office for checkout and final payment of the bill which included gasoline that was used in the houseboat engine and onboard generator as well as a refund of the security deposit if entitledI spoke with the crewmember who performed the final checkout for the customers’ and he states that no concerns to include: fruit flies, cigarette smoke, doors not latching and holes in the screens were brought up during the final checkoutThe crewmember who conducted the final checkout did state that the customers’ stated they were checking out early due to weather.-In reviewing the historical weather data from the National Centers for Environmental Information(NCEI) which is a part of the National Oceanic and Atmospheric Administration(NOAA), and in talking with those crewmembers(about general weather conditions) that were working at the time that the customers’ had rented the houseboat, the weather was as follows:-September 28, 2015-Precipitation Range: 0.03-inches -September 29, 2015-Precipitation Range: 0.05-inches -September 30, 2015-Precipitation Range: 0.28-inches -October 1, 2015-Precipitation Range: 0.00, Overcast-The customer complaint stated that the customer had spoken with one of our crewmembers on October 1, The customer states that the crewmember informed the customer that she would pass along the message to the Customer Service Manager (CSM) who would usually take care of the customerIn speaking with the crewmember who spoke with the customer on October 1, 2015, the crewmember states that she did not inform the customer of this and she did not state the CSM would refund any monies.-The customer complaint stated that the customer stated that the customer spoke with a manager whose name she did not catch on October 2, In speaking with the crewmember he does not deny making these statements to the customerHowever, he does state that he did not claim to be a managerHe was the lead crewmember in the building at the time as the CSM was not presentThe crewmember did inform the customer that more than likely monies would not be refunded.While we sincerely regret that the customers’ had a negative experience, we do not feel that we have acted at any time unprofessionally since the customers’ decided to leave early due to weather conditions that are beyond our controlIn addition we appreciate the customers’ feedback as it will assist us in becoming better as an organization that prides itself on a great customer service experience as well as a great experience while utilizing our services.Please let me know if I can be of any further assistance.Thank You,Pauline *H*** Vice President Seven Points Marina

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response is unacceptable and untrueUpon our arrival the so called tour of the houseboat was mainly conducted outside - either on the front deck, back deck near the motor where the generator is located or on the upper deck - all which is outsideWhile checking out we did not feel it to be appropriate to speak with "dock workers" regarding our issues with trip nor did we choose to speak with the "worker" who checked us out. We never stated to the "worker" who checked us out as to why we were checking out early. He was apologetic and chatty regarding the weatherWe did not leave due to weather conditions we left because of the condition of the Houseboat, fruit flies, cigarette smell, doors that did not stay closed properly with holes in the screens We own a boat and spend a sufficient amount of time on the water and are accustomed to a variety of weather conditionsIF the horrific smell of cigarette smoke that was imbedded in the fabric of the chairs/walls and the presence of fruit flies mainly concentrated in the kitchen area along with holes in the screens and doors that did not latch properly we would have continued our tripUpon our return back to the dock I did mention the smell on the boat to the dock worker and he said he pretty much could tell what boat he was while blindfolded. Each boat has a smell. My husband then motioned me to stop talking to this "worker" because we would not get resolution with this person, we needed to report our issues to a manager, in which we attempted to do on October 1st.When I did not receive a call back from my message left on October 1st for a manager call back in which the woman who answered the phone stated that Pam was the manager would call me back and "she usually makes it right for the customer" which that implies to me that the problem would be resolved. Pam has yet to return my callI called Seven Points Marina again on October 2nd and was placed on hold and then was told by a "worker" that Pam was not availableI then left my number once again and within minutes received a call form a man claiming to be a manager. I stated I was waiting for Pam to call me back and he said he was a manager too and that he could help me. Obviously I may not have caught his name but he identified himself as a manager (which now I understand he is not) and he had worked at the marina since 1976. He had a very poor customer service attitude. He misrepresented himself to me as a manager when in fact he is only a "worker' not a decision maker. When I explained our problems with the trip - He stated it was a shame that the "worker" did not report that the bug problem to see if something could have been done. Also stated that renters of houseboats are told NOT to smoke on the boats.We are very unhappy with the product, the service and especially the poor attitude and untrue statements of the "workers" - very poor customer service. We are requesting a monetary refund for a terrible product/service purchased.Regards,*** ***