Our Family had two boats reserved. With some changes in family members availability, we had fewer people coming and had received a text from the company that one boat was out of service. We contacted the company via text asking for the policy on canceling one boat, not stating we would but asking about refund of deposits , for us to make a decision. With the previous message that one of the boats reserved was having mechanical issues and did not know if they would get it fixed in time, thus part of the reason as well for the questions. The response provided on the deposit inquiry informed us they rented out the one boat for the afternoon to someone else, despite our deposit for a full day and that it was fixed. We decided to talk to them in person. Upon arriving and trying to talk things out face to face as we felt there was a disconnect in texting. Gary, was very defensive from the start of the talk and raising his voice. He would not listen to the customers side and informed us we could only have one boat and is charging us $400 for the other boat, that he rented to other people. He kept raising his voice, and a woman came out from the office stating they do not allow conflict and this needs to stop, please understand, we were not raising voices, our family members that handled the reservation, were calmly trying to work through the disconnect. Gary then threatened to not rent us a boat at all and was going to keep money paid. He was very defensive, which is a telling sign. So much so, he verbally assaulted one family member accusing them of being mean, when they had not said more then a few words. It was very out of line. We finally boarded the one boat, and started to leave and discovered the boats steering was backwards and whomever is reading this.....if you have not guessed all ready..... we were given the broken boat that was not fixed. When we got back to the dock, Gary was all
the sudden very nice and the female came down, Im assuming his wife, very apologetic, BUT neither appeared surprised, this was clearly intentional. All the sudden a full refund was available and the wife admits the other boat was rented for the entire day, yes, the boat that we had made a deposit that they had originally refused to refund. This experience was terrible. And to top it off, my spouse knows how to work on boats and the issue was a 20 min fix but they told us it could not be fixed and to bad so sad, you have no boat to spend the day. The kids were very disappointed as well as us adults. Bad customer service, bad business, will never recommend or use them. read more