Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Surfing Lessons

Aqualani Beach and Ocean Recreation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Surfing Lessons.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/31/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We rented an umbrella and two surfboards from Aqualani at ***************** on Saturday but didnt use them for the full rental period. When we requested a refund for the unused time, we were denied, despite the fact that customers exceeding their rental time are allowed to simply pay the difference. Instead, the staff member offered to credit the unused time, writing and signing a note for future use. Trusting this promise, we left the beach early.When we returned on Monday with the note, the manager questioned its validity, and after speaking with the staff member who issued it, outright refused to honor it. We received a partial refund for the umbrella but were told the surfboard refund required additional authorization. *****, an older man with long hair, was shockingly rude and dismissive, claiming the staff member wasnt even affiliated with themdespite having just called him and the fact that his name appears in reviews. ***** then rudely refused both a refund and the use of the credited time, stating all sales are final and that we already used the boards.This unprofessional and hostile treatment over a $20+tax refund is ridiculous. No customer should be subjected to this kind of behavior. I will be filing a chargeback with my credit card.

    Business Response

    Date: 01/24/2025

    *****. My name is ***** ********* and I am the manager for Aqualani here in *******.. our standard business practice of rentals as it states on our receipts that all sales are final, I was informed by one of my employees about this incident over the weekend when it happened. I was also informed that the guest was given a credit on their time which they used prior to Monday, as a show of good faith, we honored the extra time.   I never spoke to anyone personally, nor did I deny anybodys time as it states on the complaint. secondly, ***************** is a third-party vendor, and her interaction with ***** regrettably did not reflect the kind of response or service we would have hoped for.  Their rental policy does not give credits on a different date.  We do our best to provide consistent operation procedures and this was an unfortunate incident.  

    Customer Answer

    Date: 01/27/2025

     
    Complaint: 22749644

    I am rejecting this response because:

    The extra time was not honored when we came back and we only left early due to the promise and false security from the signed paper slip we were given. I would like a refund for the $21 of unused time. Although ***** was a third party vendor, it seemed his authorization was needed to process the surfboard refund as we did receive a refund for the umbrella. 

Aqualani Beach and Ocean Recreation is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.