In response to the customer's statement of Mr [redacted] W [redacted] , here is a detailed account of what actually occurredThe customer and a friend rented two boards from one of our locations (on street) and picked up two wetsuits from our other (on beach)locationThey filled out some of their information on a rental liability and release agreement, and signed the back agreeing that the board was in good condition and that they would return it in the same condition it was rented inWe do not rent damaged boards because they soak up water making them difficult to repair until they dry our insideAfter a few hours they returned to our on beach location and asked if they could leave the boards and wetsuitsThe manager working at the beach store, from inside of the shop, told them that whatever they rented from that store they could return there and everything else had to go to the other store.They instead chose to leave the boards out of sight of the manager at the beach location and return to the main store and say to [redacted] at the on street location they were told they could leave the boards at the beach store (this was untrue and possibly because they didn'tnot want us to see the damage)When the manager at the beach store walked outside or so minutes later and discovered the boards wax up (the wrong way to store a board as it melts the wax) they flipped it over and noticed a large ding (break in the fiberglass) up bythe front of the board and another buckle (crack in the board caused by a wave pressing onone part of the board while weight of the rider is pressed on another part of the board andcommonly occurs in larger surf) on the underside of the boardThe manager called the other store to make sure they charged the customer, but the customers had already falselytold the original store that they had been allowed, by the manager, to return to the beachstore they paid and left before the damage could be discoveredThe manager took a photoof the buckle approximately minutes after they paid as it is a very serious ding rendering the board un-rentable and had planned to send it to the customer only there was no contact informationSo they were only charged without being contacted first becausethey chose not to leave a contact phone number or email on the rental agreement makingcontact impossible.The customer eventually made contact with us after seeing they were charged for the damage they caused and demanded we return it or face legal actionAfter we explainedthat they had in fact broken the board as the buckle was only really possible in the water and both dings were leaking/ejecting water further proving it occurred in water and that the customer had not returned the board to the correct location and mislead the employee they called us fraudulent and provided a photo of the top of the board as proof that theboard was in perfect condition right before they returned itThe photo only showed thetop side of the board when the buckle occurred on the bottom (where they usually do) but in the photo, taken during their possession of the board, it only further proved the ding inthe upper right front of the board had occurred before it was returned to usThis further proof that the customer broke the board was conveniently left out of his complaint with theRevdex.com as was that he hid the board out of sight, then mislead the other store that someone had allowed it to be returned and that he was not contacted on purposeand fraudulently chargedBroken surfboards are very common in a surf rental business and most customers understand that it is an inherent risk when renting a board that awave or another surfer may break the board and the customer will be charged accordingly often anywhere from $for a minor ding to $or much more for a broken in half boardIt is the reason we require a $deposit for epoxy surfboards and $forfiberglassIt should be quite clear that this customer broke the board while it was in their possession, did not return it in the same condition it was rented, and do not want to be accountable for the damaged they causedIf there are any other details required including photographs of the ding or a price list from a professional surfboard repair shop they willbe happily provided.Please contact me if you have any questions[redacted] OMGR.PB Shop, Inc
In response to the customer's statement of Mr. [redacted] W [redacted], here is a detailed account of what actually occurred. The customer and a friend rented two boards from one of our locations (on street) and picked up two wetsuits from our other (on beach)location. They filled out some of their...
information on a rental liability and release agreement, and signed the back agreeing that the board was in good condition and that they would return it in the same condition it was rented in. We do not rent damaged boards because they soak up water making them difficult to repair until they dry our inside. After a few hours they returned to our on beach location and asked if they could leave the boards and wetsuits. The manager working at the beach store, from inside of the shop, told them that whatever they rented from that store they could return there and everything else had to go to the other store.They instead chose to leave the boards out of sight of the manager at the beach location and return to the main store and say to [redacted] at the on street location they were told they could leave the boards at the beach store (this was untrue and possibly because they didn'tnot want us to see the damage). When the manager at the beach store walked outside 5 or so minutes later and discovered the boards wax up (the wrong way to store a board as it melts the wax) they flipped it over and noticed a large ding (break in the fiberglass) up bythe front of the board and another buckle (crack in the board caused by a wave pressing onone part of the board while weight of the rider is pressed on another part of the board andcommonly occurs in larger surf) on the underside of the board. The manager called the other store to make sure they charged the customer, but the customers had already falselytold the original store that they had been allowed, by the manager, to return to the beachstore they paid and left before the damage could be discovered. The manager took a photoof the buckle approximately 10 minutes after they paid as it is a very serious ding rendering the board un-rentable and had planned to send it to the customer only there was no contact information. So they were only charged without being contacted first becausethey chose not to leave a contact phone number or email on the rental agreement makingcontact impossible.The customer eventually made contact with us after seeing they were charged for the damage they caused and demanded we return it or face legal action. After we explainedthat they had in fact broken the board as the buckle was only really possible in the water and both dings were leaking/ejecting water further proving it occurred in water and that the customer had not returned the board to the correct location and mislead the employee they called us fraudulent and provided a photo of the top of the board as proof that theboard was in perfect condition right before they returned it. The photo only showed thetop side of the board when the buckle occurred on the bottom (where they usually do) but in the photo, taken during their possession of the board, it only further proved the ding inthe upper right front of the board had occurred before it was returned to us. This further proof that the customer broke the board was conveniently left out of his complaint with theRevdex.com as was that he hid the board out of sight, then mislead the other store that someone had allowed it to be returned and that he was not contacted on purposeand fraudulently charged. Broken surfboards are very common in a surf rental business and most customers understand that it is an inherent risk when renting a board that awave or another surfer may break the board and the customer will be charged accordingly often anywhere from $25 for a minor ding to $300 or much more for a broken in half board. It is the reason we require a $200 deposit for epoxy surfboards and $250 forfiberglass. It should be quite clear that this customer broke the board while it was in their possession, did not return it in the same condition it was rented, and do not want to be accountable for the damaged they caused. If there are any other details required including photographs of the ding or a price list from a professional surfboard repair shop they willbe happily provided.Please contact me if you have any questions.[redacted] O. MGR.PB Shop, Inc.858.373.1138
Dear Mr. [redacted],My apologies for this awful experience at my business. It sounds like we failed to deliver and a good time with your son turned into a bummer. I am refunding you the full amount of $72.00 as we did not deliver on any front in regards to your trip to the shop. I have your address...
and a check will be in tomorrows mail. I take pride in are business. My guess is they gave your a suit that was to tight ( should have given you a bigger size the 2nd time) and the zippers gave way. I just got back 50 wetsuits from O'neill Wetsuits for repairs. Zippers are the number 2 problem along with seams that may give way. I am sorry you had such a poor time. I really appreciate that you choose us and I hope by me acknowledging that we failed you and by refunding your money shows that that I do care. My phone is 619-405-5100 if there is anything else I can do. This was isolated incident and we do carry quality equipment. I hope you might give us a 2nd chance in the future.Sincerely,[redacted]Owner
In response to the customer's statement of Mr [redacted] W [redacted] , here is a detailed account of what actually occurredThe customer and a friend rented two boards from one of our locations (on street) and picked up two wetsuits from our other (on beach)locationThey filled out some of their information on a rental liability and release agreement, and signed the back agreeing that the board was in good condition and that they would return it in the same condition it was rented inWe do not rent damaged boards because they soak up water making them difficult to repair until they dry our insideAfter a few hours they returned to our on beach location and asked if they could leave the boards and wetsuitsThe manager working at the beach store, from inside of the shop, told them that whatever they rented from that store they could return there and everything else had to go to the other store.They instead chose to leave the boards out of sight of the manager at the beach location and return to the main store and say to [redacted] at the on street location they were told they could leave the boards at the beach store (this was untrue and possibly because they didn'tnot want us to see the damage)When the manager at the beach store walked outside or so minutes later and discovered the boards wax up (the wrong way to store a board as it melts the wax) they flipped it over and noticed a large ding (break in the fiberglass) up bythe front of the board and another buckle (crack in the board caused by a wave pressing onone part of the board while weight of the rider is pressed on another part of the board andcommonly occurs in larger surf) on the underside of the boardThe manager called the other store to make sure they charged the customer, but the customers had already falselytold the original store that they had been allowed, by the manager, to return to the beachstore they paid and left before the damage could be discoveredThe manager took a photoof the buckle approximately minutes after they paid as it is a very serious ding rendering the board un-rentable and had planned to send it to the customer only there was no contact informationSo they were only charged without being contacted first becausethey chose not to leave a contact phone number or email on the rental agreement makingcontact impossible.The customer eventually made contact with us after seeing they were charged for the damage they caused and demanded we return it or face legal actionAfter we explainedthat they had in fact broken the board as the buckle was only really possible in the water and both dings were leaking/ejecting water further proving it occurred in water and that the customer had not returned the board to the correct location and mislead the employee they called us fraudulent and provided a photo of the top of the board as proof that theboard was in perfect condition right before they returned itThe photo only showed thetop side of the board when the buckle occurred on the bottom (where they usually do) but in the photo, taken during their possession of the board, it only further proved the ding inthe upper right front of the board had occurred before it was returned to usThis further proof that the customer broke the board was conveniently left out of his complaint with theRevdex.com as was that he hid the board out of sight, then mislead the other store that someone had allowed it to be returned and that he was not contacted on purposeand fraudulently chargedBroken surfboards are very common in a surf rental business and most customers understand that it is an inherent risk when renting a board that awave or another surfer may break the board and the customer will be charged accordingly often anywhere from $for a minor ding to $or much more for a broken in half boardIt is the reason we require a $deposit for epoxy surfboards and $forfiberglassIt should be quite clear that this customer broke the board while it was in their possession, did not return it in the same condition it was rented, and do not want to be accountable for the damaged they causedIf there are any other details required including photographs of the ding or a price list from a professional surfboard repair shop they willbe happily provided.Please contact me if you have any questions[redacted] OMGR.PB Shop, Inc
In response to the customer's statement of Mr. [redacted] W [redacted], here is a detailed account of what actually occurred. The customer and a friend rented two boards from one of our locations (on street) and picked up two wetsuits from our other (on beach)location. They filled out some of their...
information on a rental liability and release agreement, and signed the back agreeing that the board was in good condition and that they would return it in the same condition it was rented in. We do not rent damaged boards because they soak up water making them difficult to repair until they dry our inside. After a few hours they returned to our on beach location and asked if they could leave the boards and wetsuits. The manager working at the beach store, from inside of the shop, told them that whatever they rented from that store they could return there and everything else had to go to the other store.They instead chose to leave the boards out of sight of the manager at the beach location and return to the main store and say to [redacted] at the on street location they were told they could leave the boards at the beach store (this was untrue and possibly because they didn'tnot want us to see the damage). When the manager at the beach store walked outside 5 or so minutes later and discovered the boards wax up (the wrong way to store a board as it melts the wax) they flipped it over and noticed a large ding (break in the fiberglass) up bythe front of the board and another buckle (crack in the board caused by a wave pressing onone part of the board while weight of the rider is pressed on another part of the board andcommonly occurs in larger surf) on the underside of the board. The manager called the other store to make sure they charged the customer, but the customers had already falselytold the original store that they had been allowed, by the manager, to return to the beachstore they paid and left before the damage could be discovered. The manager took a photoof the buckle approximately 10 minutes after they paid as it is a very serious ding rendering the board un-rentable and had planned to send it to the customer only there was no contact information. So they were only charged without being contacted first becausethey chose not to leave a contact phone number or email on the rental agreement makingcontact impossible.The customer eventually made contact with us after seeing they were charged for the damage they caused and demanded we return it or face legal action. After we explainedthat they had in fact broken the board as the buckle was only really possible in the water and both dings were leaking/ejecting water further proving it occurred in water and that the customer had not returned the board to the correct location and mislead the employee they called us fraudulent and provided a photo of the top of the board as proof that theboard was in perfect condition right before they returned it. The photo only showed thetop side of the board when the buckle occurred on the bottom (where they usually do) but in the photo, taken during their possession of the board, it only further proved the ding inthe upper right front of the board had occurred before it was returned to us. This further proof that the customer broke the board was conveniently left out of his complaint with theRevdex.com as was that he hid the board out of sight, then mislead the other store that someone had allowed it to be returned and that he was not contacted on purposeand fraudulently charged. Broken surfboards are very common in a surf rental business and most customers understand that it is an inherent risk when renting a board that awave or another surfer may break the board and the customer will be charged accordingly often anywhere from $25 for a minor ding to $300 or much more for a broken in half board. It is the reason we require a $200 deposit for epoxy surfboards and $250 forfiberglass. It should be quite clear that this customer broke the board while it was in their possession, did not return it in the same condition it was rented, and do not want to be accountable for the damaged they caused. If there are any other details required including photographs of the ding or a price list from a professional surfboard repair shop they willbe happily provided.Please contact me if you have any questions.[redacted] O. MGR.PB Shop, Inc.858.373.1138
Dear Mr. [redacted],My apologies for this awful experience at my business. It sounds like we failed to deliver and a good time with your son turned into a bummer. I am refunding you the full amount of $72.00 as we did not deliver on any front in regards to your trip to the shop. I have your address...
and a check will be in tomorrows mail. I take pride in are business. My guess is they gave your a suit that was to tight ( should have given you a bigger size the 2nd time) and the zippers gave way. I just got back 50 wetsuits from O'neill Wetsuits for repairs. Zippers are the number 2 problem along with seams that may give way. I am sorry you had such a poor time. I really appreciate that you choose us and I hope by me acknowledging that we failed you and by refunding your money shows that that I do care. My phone is 619-405-5100 if there is anything else I can do. This was isolated incident and we do carry quality equipment. I hope you might give us a 2nd chance in the future.Sincerely,[redacted]Owner