My family has a cabin in the area and frequents Raystown Lake. This week alone they rented a pontoon boat twice, and generally use the marina for multiple rentals throughout the summer. This morning as we were loading our rental, we questioned if there were any newer boats, as my parents generally rent the smaller yellow pontoons. The staff informed us that all the boats were rented, so we took the older boat which was actually very comfortable for the five of us. It had some aesthetic damage, like dents and paint scrapes both on the body and prop, but we weren't that concerned. After spending the morning fishing, we decided to tube, water ski and swim. At this point we discovered that the ladder on the back of the boat was broken, giving us no way to get back on the boat from the water. If we wanted to get back on the boat, we had to drive the boat to shallow water where we could climb up on the deck. Because of this, we didn't do as much swimming and couldn't tube or ski without major inconvenience. We didn't think we had any options as we were told that all of the boats were rented. We were also way out on the lake at this point and nowhere near the marina. When we came back at the end of the day, we told the staff that we were disappointed that we didn't get to do any water sports due to the ladder being broken. We spent $450 on the boat with the expectation that everything would be in working order. We assumed they would discount our rental price or not charge us for the gas. They responded by telling us that if we had a problem with it we should have returned to the marina with it and they could have given us their 'backup' boat. We told them that we were told the boats were all rented so didn't think that was an option. They then told us that there was paint chipped off the prop which would cost us $150, but since the ladder was broken, they'd consider it a wash. We asked to see the prop as we had inspected it prior to departure. It looked the same as when we left. It was clear that instead of being apologetic and providing good customer service, they had looked for a dishonest way out of the issue. The staff told us that next time we should take pictures of all the scrapes and dents and dings to avoid being blamed for them upon return. Not only is this unreasonable, but nearly impossible given all the wear on that particular boat. As people who spent close to a thousand dollars in their marina this week alone, we expected better customer service and boats in good working order. read more