Complaints

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• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  i paid in full for 5 divers training courses on March of 2024 total cost was over $2500 the dives were schedueled to take place on 3 and 4 June. when we arrived on site to do training one of our divers was removed from training due to medical complications and not filling it out on the medical waiver. Sea Dwellers kept all the funds for that diver. on day one we did pool training and was advised by the instructor to reschedule the dives for that day due to weather, so we did. the next day we did training in the morning and dives in the afternoon. 3 divers aborted the first dive and 2 divers completed the second dive. they called me the next day and said they are suspending the rest of our training and we could reschedule at a later date. i told them that would not be possible as we are not able to just pick up and go to the keys whenever we want. they kept all the funds for all 5 divers. i only requested a refund for 2 dives and equipment rentals for the 4 divers as the company cancled our training and did not provide the last 2 dives. they claimed i cost them money by rescheduling the first dive session that the instructor told me to do. nobody informed me in the office that there was a rescheduling fee and made it seem like it was no big deal.

  Business Response

  Date: 07/17/2024

  Hi **** and BBB,

  Thank you for reaching out regarding this.  My name is *****, one of the owners here.  I would be happy to discuss the situation with ****, and see if we can find a solution for some of the funds... please see below

  As I recall, and pardon any incorrect info as I was not involved on the initial transaction, there was an issue with one of the students as they lied on their medical form, which resulted in that person having to back out of the class.  Medical forms are provided well in advance, and we do not provide refunds for failed medical forms at the time of checkin, as we reserve these spots for you and the info is provided in advance.  Additionally, providing incorrect information on the medical form puts that person's life at risk, along with other students.  I apologize however for that part specifically there would be no refund.  

  All of our policies, cancellation policies, course exceptions, and pretty much any scenario is posted on our website, attached in every confirmation and reminder emails, and backlinks posted throughout, and can be found *******************************************************************************************************************; Since the first day was broken, from what I understand due to the student medical issue in the pool, that day was not at the fault of Sea Dwellers...  This is where the situation is a "he said she said" as I am only hearing from staff, which informed me that your group did not want to continue the course, which clearly doesnt sound accurate as to what you are putting here.  Im open to looking at options, and I feel the best course of action would be a phone call to hear both sides and see what we can do.  I am out of town, and will return back to work on 7/23, and would be happy to chat that week.  Let me know if this works for you.

  Thanks again

  *****

   

  Customer Answer

  Date: 07/17/2024

  The medical issue was for 1 diver, the other 4 still proceed with the course. The first day we were advised by our instructor that we should reschedule the dives for that day as the weather and current were not optimal for our first time dive. After our training session in the pool, I went to the office to reschedule and they said no problem. Nobody mentioned anything about it being a cancelation or that it fell under the cancelation policy. They made it seem as if it were no big deal. The next day the other 4 divers proceeded with pool training and afternoon dive. That was 2 of the 4 purchased dives, 2 members did not wish to continue and the next day I received a call from sea dwellers that they were suspending the training. We only had 2 of the 4 dives for those 4 members the other 2 dives and equipment rental was already paid for. I only requested to be reimbursed for the 2 dives and equipment rental for 4 members that did not get to that did not get to complete. The request for reimbursement had been denied by sea dwellers but opted that I could pay more to continue the training at a later date. I told them that was unacceptable as were are not able to come to that area any time we want as we are halfway across the country. 

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/17/2024

  Why was this closed out?

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21833010
  
  I am rejecting this response because: The medical issue was for 1 diver, the other 4 still proceed with the course. The first day we were advised by our instructor that we should reschedule the dives for that day as the weather and current were not optimal for our first time dive. After our training session in the pool, I went to the office to reschedule and they said no problem. Nobody mentioned anything about it being a cancelation or that it fell under the cancelation policy. They made it seem as if it were no big deal. The next day the other 4 divers proceeded with pool training and afternoon dive. That was 2 of the 4 purchased dives, 2 members did not wish to continue and the next day I received a call from sea dwellers that they were suspending the training. We only had 2 of the 4 dives for those 4 members the other 2 dives and equipment rental was already paid for. I only requested to be reimbursed for the 2 dives and equipment rental for 4 members that did not get to complete. The request for reimbursement had been denied by sea dwellers but opted that I could pay more to continue the training at a later date. I told them that was unacceptable as we are not able to come to that area any time we want as we are halfway across the country. 
  
  Sincerely,
  
  *********************