The statement from the customer differs greatly from the actual event on July 19, 2016. Our hours of operation and are 9am to 6pm daily and rental reservations arc conducted at these times...
or anything in between. We logged the customer's call at 12:37pm and our employee passed their phone number to me. I returned the call at 12:45pm. The customer stated that their rental boat would not start and wanted to know if we could bring them another boat. told her that no boats were available at the time as they had all been rented by other customers. I informed her it would take 30 to 45 minutes to reach their location of Allen's Creek on the lake. I went on to explain that if I was unable to repair the boat when I reached them I would instead have to tow the boat back to our marina. The customer stated that they had reached their desired destination on the lake and were content to remain there. They indicated that they would be satisfied to stay where they were if I could retrieve them at the end of their day. At the time I was unsure about agreeing to their request because I'm often needed to receive our fleet at end of day, as all the boats are due back at the same time. This day, however, I was able to recruit an additional person to assist the staff and called the customer again to reconfirm their desire to remain. at Allen's Creek and agreed to meet them just in time to tow them back so the boat would arrive around Opin, when it was due in as usual. The customer agreed to this arrangement. At 5:30pm I arrived at the customer's location of Allen's Creek_ The customer had anchored in the main body of the lake which is against the law because it dangerous for the people on your boat as well other boaters and swimmers in the area. Anchoring and swimming should only be done in idle zones_ As I boarded the rental boat the customer's first comment was that their anchor would not hold and they had to use their own anchor to anchor the boat. I should have informed them that they should not be anchoring in the main body of the lake but at the time I put my attention to the boat motor to see if there was anything I could do to get the motor to run. Soon I realized I was not going to be able to repair the boat at this time so I would have to tow the boat back to the marina. I informed the customer of my findings and she informed me that she had five people that needed to be taken back to Four Winds marina and I would need to transport them. l told her I could not do this and then she asked for her money back for the entire day's rental charge. The problem was that I myself was in a 16 ft workboat rated for only two people and it is not insured to haul customers. If 1 had agreed to transport the passengers it would have taken five trips in the workboat and approximately 43 minutes to one hour to complete the transport. Also, it is not safe to tow the rental boat into a crowded marina like Four Winds. I suggested that they take their guests back to Four Winds on their jet ski as the jet ski could accommodate three people and I would tow the boat slowly back to our marina, stopping each time the jet ski would return so they could load more passengers. This is the solution they ultimately chose though I do not know if all five people were returned to Four Winds. Towing the rental boat, we arrived back at our marina at 6:35pm. The customer did not talk to me again after making her demand for a refund. I did not charge her for any gas for the day. She did state that she had rented from us before though she did not say how many times. I did wonder why, if her party was at Four Winds, she hadn't rented from them but I didn't mention it.
I want to address the statement that I laughed at them. I assure you this is not true. I am not the type of person that laughs at anyone or anything ever. I may smile at a person but I really don't remember even doing this as I was totally shocked at her demand for her money back seeing as they got what they had request which was a full day on the lake. If they had come back at the time of the breakdown they would have received compensation for lost time. I've never had any problem with that.
As far as the boats they all have new engines at $9000 apiece and we have had only three failures in two years. Each time those failures have been totally out of my control. Also, sewage smell comes from a boat pump-out station on Lake Monroe. There are three pump-out stations total, all being open to the public One is located at Four Winds, one is at Paynetown and the third is here at Cutright. The pump out at Four Winds and Paynetown empty into a sewage line running to a treatment plant while ours at Cutright empties into a holding tank and is then serviced by [redacted]. During a weekend it a lot of use and from time to time has a smell.
Regards,
L.D. H[redacted]
Owner
Lake Monroe Marina
The statement from the customer differs greatly from the actual event on July 19, 2016. Our hours of operation and are 9am to 6pm daily and rental reservations arc conducted at these times...
or anything in between. We logged the customer's call at 12:37pm and our employee passed their phone number to me. I returned the call at 12:45pm. The customer stated that their rental boat would not start and wanted to know if we could bring them another boat. told her that no boats were available at the time as they had all been rented by other customers. I informed her it would take 30 to 45 minutes to reach their location of Allen's Creek on the lake. I went on to explain that if I was unable to repair the boat when I reached them I would instead have to tow the boat back to our marina. The customer stated that they had reached their desired destination on the lake and were content to remain there. They indicated that they would be satisfied to stay where they were if I could retrieve them at the end of their day. At the time I was unsure about agreeing to their request because I'm often needed to receive our fleet at end of day, as all the boats are due back at the same time. This day, however, I was able to recruit an additional person to assist the staff and called the customer again to reconfirm their desire to remain. at Allen's Creek and agreed to meet them just in time to tow them back so the boat would arrive around Opin, when it was due in as usual. The customer agreed to this arrangement. At 5:30pm I arrived at the customer's location of Allen's Creek_ The customer had anchored in the main body of the lake which is against the law because it dangerous for the people on your boat as well other boaters and swimmers in the area. Anchoring and swimming should only be done in idle zones_ As I boarded the rental boat the customer's first comment was that their anchor would not hold and they had to use their own anchor to anchor the boat. I should have informed them that they should not be anchoring in the main body of the lake but at the time I put my attention to the boat motor to see if there was anything I could do to get the motor to run. Soon I realized I was not going to be able to repair the boat at this time so I would have to tow the boat back to the marina. I informed the customer of my findings and she informed me that she had five people that needed to be taken back to Four Winds marina and I would need to transport them. l told her I could not do this and then she asked for her money back for the entire day's rental charge. The problem was that I myself was in a 16 ft workboat rated for only two people and it is not insured to haul customers. If 1 had agreed to transport the passengers it would have taken five trips in the workboat and approximately 43 minutes to one hour to complete the transport. Also, it is not safe to tow the rental boat into a crowded marina like Four Winds. I suggested that they take their guests back to Four Winds on their jet ski as the jet ski could accommodate three people and I would tow the boat slowly back to our marina, stopping each time the jet ski would return so they could load more passengers. This is the solution they ultimately chose though I do not know if all five people were returned to Four Winds. Towing the rental boat, we arrived back at our marina at 6:35pm. The customer did not talk to me again after making her demand for a refund. I did not charge her for any gas for the day. She did state that she had rented from us before though she did not say how many times. I did wonder why, if her party was at Four Winds, she hadn't rented from them but I didn't mention it.
I want to address the statement that I laughed at them. I assure you this is not true. I am not the type of person that laughs at anyone or anything ever. I may smile at a person but I really don't remember even doing this as I was totally shocked at her demand for her money back seeing as they got what they had request which was a full day on the lake. If they had come back at the time of the breakdown they would have received compensation for lost time. I've never had any problem with that.
As far as the boats they all have new engines at $9000 apiece and we have had only three failures in two years. Each time those failures have been totally out of my control. Also, sewage smell comes from a boat pump-out station on Lake Monroe. There are three pump-out stations total, all being open to the public One is located at Four Winds, one is at Paynetown and the third is here at Cutright. The pump out at Four Winds and Paynetown empty into a sewage line running to a treatment plant while ours at Cutright empties into a holding tank and is then serviced by [redacted]. During a weekend it a lot of use and from time to time has a smell.
Regards,
L.D. H[redacted]
Owner
Lake Monroe Marina