Seven Points Marina

Complaint ID# [redacted] Dear Ms [redacted] 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 [redacted] Vice President Seven Points Marina

Complaint ID# [redacted]Dear Ms. [redacted]Thank you for taking the time to communicate to us why our service did not meet the expectations of our customer. We 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 events. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.-The customers’ checked into 7 Points Marina on September 28, 2015 as they had rented Houseboat 19 “The Lisa”. The customers’ had rented the “The Lisa” from September 28, 2015 to October 2, 2015.-Prior to departing 7 Points Marina the customers’ were given a tour of “The Lisa” by one of the crew members. This tour includes a safety briefing, general operation of the houseboat, operation of the onboard generator and operation of the hot tub. During this tour of the houseboat the customers’ did bring up the concern of the fruit flies to the crewmember. The crewmember informed the customers’ that fruit flies were common this time of year in the area. The crewmember stated that the best way to rid the houseboat of the fruit flies was to open both doors as they were traveling the lake. The 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 smoke. However, 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, 2015. 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 complaints. The 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 entitled. I 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 checkout. The 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: 0.03-0.06 inches -September 29, 2015-Precipitation Range: 0.05-0.90 inches -September 30, 2015-Precipitation Range: 0.28-0.43 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, 2015. 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 customer. In 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, 2015. In speaking with the crewmember he does not deny making these statements to the customer. However, he does state that he did not claim to be a manager. He was the lead crewmember in the building at the time as the CSM was not present. The 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 control. In 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[redacted] Vice President Seven Points Marina

Complaint ID# [redacted]Dear Ms. [redacted]Thank you for taking the time to communicate to us why our service did not meet the expectations of our customer. We 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 events. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.-The customers’ checked into 7 Points Marina on September 28, 2015 as they had rented Houseboat 19 “The Lisa”. The customers’ had rented the “The Lisa” from September 28, 2015 to October 2, 2015.-Prior to departing 7 Points Marina the customers’ were given a tour of “The Lisa” by one of the crew members. This tour includes a safety briefing, general operation of the houseboat, operation of the onboard generator and operation of the hot tub. During this tour of the houseboat the customers’ did bring up the concern of the fruit flies to the crewmember. The crewmember informed the customers’ that fruit flies were common this time of year in the area. The crewmember stated that the best way to rid the houseboat of the fruit flies was to open both doors as they were traveling the lake. The 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 smoke. However, 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, 2015. 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 complaints. The 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 entitled. I 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 checkout. The 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: 0.03-0.06 inches
-September 29, 2015-Precipitation Range: 0.05-0.90 inches
-September 30, 2015-Precipitation Range: 0.28-0.43 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, 2015. 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 customer. In 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, 2015. In speaking with the crewmember he does not deny making these statements to the customer. However, he does state that he did not claim to be a manager. He was the lead crewmember in the building at the time as the CSM was not present. The 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 control. In 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[redacted]
Vice President
Seven Points Marina

Review: We rented a houseboat for the week of sept 28- oct 2 the boat was infested with fruit flies - doors did not latch properly as well as holes in the screens Also there was a smell of cigarette smoke throughout the houseboat. Wearrived 9/28 approx 1pm we exited the boat on 9/30 approx 8:30am. We could no longer endure the infestation of the fruit flies or the stench smell. I contacted the mariba office on 10/1 and spoke with lettia who said she would give the message to the manager Pam who usually makea thing rigjt for the customer. I then called the marina on 10/2 Pam was unavailable. A man didnt catch his name said he was a manager had been thwre since 1976. I explained our cconcerns and he said he was sorry we had that experience. I told him that I was told that Pam usually makes it right for the customer he said whoever said that mis spoke. I told hom we would like to be compensated for the conditions we endured he said that wont happen. I told him I would not reccomend the marina to anyone the manager said he wouldnt either with the experience we had. We paid 1395 PLUS TAX.Desired Settlement: I would like to be refunded $700 thank you

Business

Response:

Complaint ID# [redacted]Dear Ms. [redacted]Thank you for taking the time to communicate to us why our service did not meet the expectations of our customer. We 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 events. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.-The customers’ checked into 7 Points Marina on September 28, 2015 as they had rented Houseboat 19 “The Lisa”. The customers’ had rented the “The Lisa” from September 28, 2015 to October 2, 2015.-Prior to departing 7 Points Marina the customers’ were given a tour of “The Lisa” by one of the crew members. This tour includes a safety briefing, general operation of the houseboat, operation of the onboard generator and operation of the hot tub. During this tour of the houseboat the customers’ did bring up the concern of the fruit flies to the crewmember. The crewmember informed the customers’ that fruit flies were common this time of year in the area. The crewmember stated that the best way to rid the houseboat of the fruit flies was to open both doors as they were traveling the lake. The 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 smoke. However, 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, 2015. 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 complaints. The 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 entitled. I 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 checkout. The 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: 0.03-0.06 inches -September 29, 2015-Precipitation Range: 0.05-0.90 inches -September 30, 2015-Precipitation Range: 0.28-0.43 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, 2015. 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 customer. In 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, 2015. In speaking with the crewmember he does not deny making these statements to the customer. However, he does state that he did not claim to be a manager. He was the lead crewmember in the building at the time as the CSM was not present. The 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 control. In 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[redacted] Vice President Seven Points Marina