Splinters Millworks Inc.

I am in receipt of the two complaints referenced aboveSince they are the same incident, I will respond to them together
The parties above signed up for a mile trip on Sept5, 2015, the Saturday of Labor Day WeekendThe creek conditions that day were below normalWe had no restrictions in
place and were taking ages and up
When a trip is booked at the rental window, a rental agreement is filled out, a liability waiver is signed and, if applicable, an alcohol agreement policy is signed (samples enclosed)All customers are asked if they are taking alcohol on the tripThe parties indicated that they were taking alcohol, so an additional deposit was required and restrictions on alcohol were givenThey are then instructed to get a life jacket and instructed to wait for the next appropriate bus for their departure timeThey are given a copy of their rental agreement, with information and a map, in a waterproof containerOnce on the bus, they are driven to the psite and there, before they allow customers to depart the bus and while the driver has the attention of the group, the driver gives them instructions on the trip, pipoint and pitimesThe designated pipoint for the mile trip is a large red covered bridge spanning Sugar Creek
At the end of the day, two groups had not returned from the creek on timeOne 10-mile group and one 3-mile groupBased on the times, we determined that the 10-milers were running late and that the milers had most likely went past their designated stopping point and were in route to Jackson Bridge, the pick up point for our 10-mile trip and miles past their designated pibridgeTwo employees were sent to Jackson Bridge to check and returned both groups back to the rental officeThe 3-mile group (the complaintants) came to the window firstI explained the situation to them and how they had not stopped at the bridge they were instructed toI immediately smelled alcohol on their breath and could tell they were intoxicatedI went over the rental agreement with them, explaining that because they did not stop at the correct bridge and were picked up at a different bridge and were late, that the $deposit would be chargedThe group began to argue about the charge and felt that since they "returned the equipment", they should not be chargedI explained it to them again that they took a mile trip instead of a mile trip, they were late, they got out at the wrong bridge, staff had to stay over and make extra trips to get them,etcHowever, reasoning with the group in their intoxicated state became difficult
They complained that "we didn't know where to stop." I reminded them that all drivers instruct the passengers on the bus before letting them out at the creekDid you pay attention, I asked? Their reply was "It is not our job to pay attentionIt is your job to put up signs." I replied that it is illegal to put up signs on state property or private property, but that the massive red covered bridge spanning the creek is an easy marker to see and stop atThe complaintants stated that " the driver told us it would take hours " My reply to that was that the driver's instructions were that tubes will take hours and that
canoes and kayaks will take one hour to hoursAgain, it does not appear that you listened to the driverThe group then stated that we needed signs and the park should allow it since we pay the park to use the creekI informed them that the we are a private business, that the park does not own the "creek" and the park was not paid for people using the creekTHEN, their reasoning led to the complaint that they wanted ALL their money back (security deposit and the original rental fee) because it was illegal for us to charge customers to go on a canoe trip when we (Sugar Valley) did not have to pay the park to use Sugar Creek
At this point, I was completely baffled by their lack of understanding of common-sense rules and their lack of responsibility and I ended the discussion, but offered to wait for the police if they so desiredThe police did not show upAfter the incident, there was an email that requested the security deposit based on the same "complaints", but the security deposit was not returnedThere also was a phone call around Sept 20th or so and they spoke to another owner, Sharon LambermontIn that phone call, they again asked for the deposit backThe perf.on who called complained that (1) the driver told them it would take hours and since they were at the "bridge" in minutes, they went on, ( 2) that they could not hear the driver because it was too noisy on the bus and that( 3) their only obligation was to return the equipment and therefore should get the $deposit backSharon replied that there was more involved in returning the security deposit: such as getting out at the right bridge, getting out within the time allowed and adhering to the alcohol policy and that based on those conditions, the deposit would not be returned
Notes: They were in possession of their rental agreement, which is handed to them in a waterproof container on a lanyard It tells them where to stop and all information about the trip, including a map of the creekAll of our drivers tell every busload of customers about the trip, what to do, where to stop, how long it takes, and time limit to be inThere were -other customers on their particular bus, who paid attention to the driver and docked at the right bridge within the time allowedThere were actually over canoers that day and all other groups stopped at the correct designated bridge
I was completely courteous to the group and explained to them in GREAT detail why they were being chargedI was not once rude to themNone of my staff were rude to the groupThey were intoxicated and extremely aggressive about having to pay the chargesThey used obscene and inappropriate language to me and my staffThankfully, no children were present
In conclusion, alcohol was the number one factor in why they missed the docking point, but they claim no responsibility in their behaviorThey were visibly drunk and smelled heavy of alcoholNothing was said to my staff about life jackets being faulty prior to the tripTheir claim of police having to "do this all the time" is also completely falseThe "customer is always right" is a ridiculous claim when customers act irresponsibly, are intoxicated and show no common senseWe appreciate the opportunity to state our side of the situation reported to you in the above referenced complaints
Colton L***
President