SEVA Design Build

I tried numerous times to explain this to the customer who are obviously not boating peopleFirst of all I will address the Paddle boards, we transport our paddle boards like this all the time and in no way are they heavy enough to keep the motor from tilting up Secondly you can't tilt the motor up and then operate the motor as it must be in the water to operate so I'm not sure what he means by this Secondly the customer signed paperwork stating the cost of damaged props if damage occurs AND we only charged 1/of what we normally charge to try and make him happy after he damaged the second prop He was also given a discount on renting multiple watercraft even though he changed it to operation at different times which does not qualify for a discount The customer not only damaged one prop but props The boat was pulled out of the water because the customer went in shallow water and we had to ensure it did not have sand in the line which would cause the motor not to be able to pump water to cool resulting in overheating and motor damage This was explained to the customer and he was happy at the time to have this done so they did not damage the motor or becoming stranded on the lake due to overheating I apologize but you don't get credit for time lost because you damaged the prop TWICE!! Again I feel we extended discounts we don't normally offer due to a change in his wants, I charged only 1/of the fee usually charged for props and I didn't charge him for the labor it took to change those props and flush the engine.Unfortunately sometimes no matter how hard you try you can't make a customer happy even when you try on multiple levels

Complaint: [redacted] I am rejecting this response because:We had one brief conversation re the propeller and was told to meet him up at office to settle the issueWhen I got to office I was told had other things (apparantly more important) to tend to so he'll be sure to call me to speak the following Sunday before any charges are madeThat never happened and my card was chrged @ twice the price of a propellar you can buy on lineHis crew told me they have NEVER loaded paddle boards on a pontoon boat, PERIOD!!!I believed themIt is unusualI could not get the prop out of the water to avoid damaging it when there was too shallow waterThat's how the prop got damaged, duh!!! And as far as props damagedThere was only one boat rented with one prop and that one prop was damaged so this is simply not trueAnd re discounts for multiple water craft.They simply gave the discount as advertisedDon't know what he's talking about when he mentions "changed it to operation" I was given no favors As new customers, we spent over a thousand dollars in one afternoonAnd blindly charged $the next dayOne prop was damaged because the prop could not be raised out of the water when potential hazards were in the areaThis was clearly due to the heavy weight of full size Paddle boards being placed over the motorpeople can attest to this if necessary I received NO extended discounts If $is 1/the cost of a prop that your crew is partially responsible for due to the way they loaded the boards, then you're making some pretty good money in addition to the rental charges As a business owner with a new customer spending well over 1K is this really worth it? I just want you to share some reponsibilityWe all know that prop could not come out of the water to avoid rocks etc We're waiting to see how this ends before we post our reviews on all media sites Regards, [redacted]

As standard policy here, we left you a message the night of your rental for you to call an discuss charges The following day when we did not hear back from you we did charge you card for the damages I have texted you a video that shows the motor easily going up and down with paddle boards on top which again we do all the time as you are not the only renter to request paddle boards or kayaks to go with a rental.We charged you at cost for props that were damaged during your rental I apologize you are upset about the charges however it is very clear in our paperwork that you are responsible for any and all damages Combo discounts are only given if you use the equipment at the same time so we did extend a discount we don't normally offer, we did only charge you our cost on props and did not charge you labor to change them or flush the motor which we usually do.Again I have called you with no answer or returned phone call

I tried numerous times to explain this to the customer who are obviously not boating people. First of all I will address the Paddle boards, we transport our paddle boards like this all the time and in no way are they heavy enough to keep the motor from tilting up.  Secondly you can't tilt the...

motor up and then operate the motor as it must be in the water to operate so I'm not sure what he means by this.  Secondly the customer signed paperwork stating the cost of damaged props if damage occurs AND we only charged 1/2 of what we normally charge to try and make him happy after he damaged the second prop.  He was also given a discount on renting multiple watercraft even though he changed it to operation at different times which does not qualify for a discount.  The customer not only damaged one prop but 2 props.  The boat was pulled out of the water because the customer went in shallow water and we had to ensure it did not have sand in the line which would cause the motor not to be able to pump water to cool resulting in overheating and motor damage.  This was explained to the customer and he was happy at the time to have this done so they did not damage the motor or becoming stranded on the lake due to overheating.  I apologize but you don't get credit for time lost because you damaged the prop TWICE!! Again I feel we extended discounts we don't normally offer due to a change in his wants, I charged only 1/2 of the fee usually charged for props and I didn't charge him for the labor it took to change those props and flush the engine.Unfortunately sometimes no matter how hard you try you can't make a customer happy even when you try on multiple levels

Complaint: [redacted]
I am rejecting this response because:We had one brief conversation re the propeller and was told to meet him up at office to settle the issue. When I got to office I was told had other things (apparantly more important) to tend to so he'll be sure to call me to  speak  the following Sunday before any charges are made. That never happened and my card was chrged @ twice the price of a propellar you can buy on line. His crew told me they have NEVER  loaded paddle boards on a pontoon boat, PERIOD!!!. I believed them. It is unusual. I could not get the prop out of the water to avoid damaging it when there was too shallow water. That's how the prop got damaged, duh!!! And as far as 2 props damaged. There was only one boat rented with one prop and that one prop was damaged so this is simply not true. And re discounts for multiple water craft.They simply gave the discount as advertised. Don't know what he's talking about when he mentions "changed it to operation" . I was given no favors.  As new customers, we spent over a thousand dollars in one afternoon. And blindly charged $162 the next day. One prop was damaged  because the prop could not be raised out of the water when potential hazards were in the area. This was clearly due to the heavy weight of 2 full size Paddle boards being placed over the motor. 5 people can attest to this if necessary.  I received NO extended discounts . If $162 is 1/2 the cost of a prop that your crew is partially responsible for due to the way they loaded the boards, then you're making some pretty good money in addition to the rental charges.  As a business owner with a new customer spending well over 1K is this really worth it? I just want you to share some reponsibility. We all know that prop could not come out of the water to avoid rocks etc.  We're waiting to see how this ends before we post our reviews on all media sites. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I received no messages on Saturday or the Sunday after the rental. Saturday you told me to go up to your office to meet up with you to further discuss the issue. You were a no show. Your employee told me you had other things you had to take care of and no charges would be applied to my acct till you call me Sunday to further discuss. I received no call on Saturday and 1 missed call on Sunday with no message. Instead I receive a debit for $162 for a prop that can easily be purchased for 1/2 the price. You also had my wife's phone number to call too. She received nothing. Very shady. You did not do what you and your employee promised you would do. Just plain bad business, bad experience, especially for a new customer. And there was only 1 prop damaged, period. You know that and everyone else in my party knows that. One boat, one prop. The jet ski's and boat were rented together on the same day and qualified for the discount well before the day of the rental so no favors done there. 
Regards,
[redacted]