Pacific Beach Sports

On 8/10/2014, this customer rented 4 boards from us.  When she arrived, after signing a damage waiver and submitting her voucher, we loaded the boards onto/ into her car.  There was absolutely no damage to any of these...

boards upon loading. The board in question came directly from its storage rack as we just replaced the left fin on it prior to her arrival. If there was damage when she went to use the board, it should have been immediately disclosed with a phone call or immediate return.  Rather, this customer used the board for 2 hours, makes no phone call to describe damage and returns the boards 30 minutes late causing all customers scheduled on the next rental time to be rescheduled.   Upon return, this customer was yelling about us giving her a damaged board.  When we asked where the damage was, the response was "I dont know".  After further investigation, we found the damage and then the response was "You gave it to me like that".   We have rented thousands of paddle boards and never has one been returned damaged to this extent.  When we asked Ms. Shirley to please step inside so we could further discuss the damage charges, she drove off.   Upon a final inspection, the board was rendered damaged beyond repair and unusable.  As a result her card was charged for the full replacement value of the paddle board as agreed in the damage waiver she signed at the time of rental.  
- PB Sports Inc

Review: This company rented us 4 paddle boards which were paid for before in advance. At the shop the boards were still out with the previous customers so, we were told to pull around back and wait. When the returning customers drove around their boards were loaded onto our car. We then left for the beach and upon arrival one of the boards was clearly not in the condition of the 3 other boards and missing a strap to carry it. We didn't think much about it and one of us took the board out for a short time and returned to the shore, they were unable to get the board out of the water because it was so heavy. This board had been given to us damaged and had multiple holes which had retained a lot of water. The person using this board was unable to continue paddle boarding because of the damaged board so they sat on the shore and tried to have the water drain out. The board was extremely difficult to lift and upon driving back to the shop continued to pour water inside of our car ruining folders and books. When we returned to the shop and told the young man who worked there that he had given us a board we couldn't use he started screaming and yelling at us that he gave us a perfectly good board, that we should have noticed the damage before, and that he was going to charge my cc for the damage. When he stopped yelling, I asked how would we ave known he gave us a board with holes in it if we weren't in the water and how were we suppose to have looked at the board when he unloaded it from one car directly to ours? He continued screaming and we told him we were going to call the police which we did. Another person in our party told the irate man that she had heard the previous customer tell him there was something wrong with a board. The police told us he hadn't committed a crime so we left. Upon arriving home I was called by my cc company and asked if I authorized and charges to this business and I told them no. I was told this business had tried to charge not 1 board but all 4 boards on my on cc maxing it ou.Desired Settlement: I want damages of $200 refunded for all the water that poured into my car and ruined folders and books along with the time that one of out party members didn't have a boards to use during our 2 hours. I want this business to never be allowed to treat another customer this way and fraudulently charge on a cc with out authorization. I know I am not the 1st person he has done this to claiming a customer has damaged an already damaged board. Another employee told the irate man that board was damage.

Business

Response:

On 8/10/2014, this customer rented 4 boards from us. When she arrived, after signing a damage waiver and submitting her voucher, we loaded the boards onto/ into her car. There was absolutely no damage to any of these boards upon loading. The board in question came directly from its storage rack as we just replaced the left fin on it prior to her arrival. If there was damage when she went to use the board, it should have been immediately disclosed with a phone call or immediate return. Rather, this customer used the board for 2 hours, makes no phone call to describe damage and returns the boards 30 minutes late causing all customers scheduled on the next rental time to be rescheduled. Upon return, this customer was yelling about us giving her a damaged board. When we asked where the damage was, the response was "I dont know". After further investigation, we found the damage and then the response was "You gave it to me like that". We have rented thousands of paddle boards and never has one been returned damaged to this extent. When we asked Ms. Shirley to please step inside so we could further discuss the damage charges, she drove off. Upon a final inspection, the board was rendered damaged beyond repair and unusable. As a result her card was charged for the full replacement value of the paddle board as agreed in the damage waiver she signed at the time of rental.

Review: I bought a stand up paddle boarding deal through [redacted] with three of my friends. We signed up on the PB Sports online registration months in advance. When we arrived at their location they had a technical difficulty on their end where one of the names of the girls in my group didn't show up in their system (even though she received an e-mail confirmation saying her spot was reserved). Because her name was not showing up, they told her she could not come with us. Obviously we were not going to leave our friend behind so we asked the managers what we could do. They told us there was absolutely nothing they could do and threatened us saying if we walked out they would charge us an extra $25 each. You would think that they would help us out since it was a technicality issue on their end and do so little as to just reschedule us a different day, however, they were completely unprofessional and yelled at us the entire time. We were not once rude to the managers at all. We kindly told them our position and yet they continued to belittle us the entire time. Let me remind you, we are all tiny girls in our twenties getting yelled at by intimidating older men. We were scared for our safety and did not feel comfortable at this business at all. They took our vouchers and "redeemed" them as if we used them and would not give them back to us. We ended up leaving and called [redacted] since we were getting no where with the managers of this business. [redacted] saw on their system that our vouchers were marked as redeemed and for that reason, they could not give us a refund unless the managers of PB Sports "unredeemed" our vouchers. I called PB Sports and spoke to the manager again and once again told him our situation and that I needed my voucher unredeemed since I never used it and could get a reimbursed. He responded by laughing at me and then hanging the phone up on me. Every time I would call back, he hung up on me. I couldn't get one single word in. This is by far the most unacceptable behavior I have ever witnessed from a business. This business stole my money and is refusing to speak to me about it. I demand to have my money back and an apology. This business should not be running. If you look at their reviews, they are all horrible and everyone is having the exact same experience with them. This is not professional at all.Desired Settlement: I want a refund and an apology.

Business

Response:

This customer bought a [redacted] deal and signed up on our online calendar. However, her friend in failed to sign up on our online calendar correctly. We also take reservations over the phone.

These four girls showed up at our shop at the tour time for that day. 3 out of the 4 had reservations on our calendar. There was no technicality issue. The issue was one person failed to property secure a reservation by refusing to put a Credit Card number into the online calendar which we require on all reservations. She admitted this in person saying "why would I put a credit card in, I bought a living social".

Because it was the weekend and we sell out weeks in advance for weekends we redeemed the 3 vouchers for the 3 people that were signed up.

Since we refused to unredeem these vouchers, these hateful people have called our shop excessively using foul language and threats trying to get their way. They have also all posted reviews on [redacted] and now Revdex.com.

We have policies in place that we must adhere to in order to run business effectively and successfully. Our policy on this issue is, anyone signed up on our calendar whom doesn't cancel within 24 hrs will forfeit their voucher or pay a cancellation fee. We often give leniency during the week but not on the weekends as they are full weeks in advance this time of year.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Whoever this person is that responded to my original complaint is a complete liar. I never once used "foul language" or "threats" when I called their business and neither did any of my friends who are all the nicest, most professional young women you will ever meet. I called their business because [redacted], the company I bought the voucher through, told me to call the business and tell them that they need to unredeem my voucher since I never used it and are violating their contract by false business. When I called PB Sports and explained my position to the manager he responded by laughing at me and then hanging the phone up. I will not stand for this type of behavior towards a customer. I was calling their business in a professional manner but the manager decided to act childish and would not speak to me. I tried calling a couple more times and every single time he would hear my voice he would hang the phone up without me getting one single word in. What type of business treats their customers this way? This is not acceptable at all. These people are obviously crooks because every single customer has complained about them on [redacted].

Regards,