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Business Profile

Jet Skis

Hydro-Thunder of Key West, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jet Skis.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/07/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Reservation made and paid for online and then was charged again upon pick up. Tried contacting business with no response.

  • Initial Complaint

    Date:02/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date: 2/23/2024 I rented a 6 passenger electric car, I returned it undamaged to the the location I was instructed to by the business, which was the Hyatt parking lot on ******** St., since it was after hours and they apparently use the parking lot for car returns. The next morning I got a text that there was damage to the vehicle and my AMEX CARD would be charged. I went over to the business to discuss it as nothing occurred to the vehicle when I had it. When I rented it they had me take a video of the outside of the car, which I did, so they asked me to show them the video, which I did and it did not show any damage. They then showed me a picture of a close up of a white fender with a very small, maybe 2 inch by 1 inch crease. My primary issue is that they have maybe 50 electric vehicles they rent that are all white and identical models, therefore to show me a close up of a white fender does not connect any damage to the exact vehicle I returned. I asked them to show me a picture of the fender which includes the license plate number or other identifying information of the vehicle i rented, they could not. I asked to see the vehicle, but it was already repaired. So my issue is if they make me take a video of the vehicle leaving, they should take a video of the vehicle if damaged when returned so I know it was the vehicle I rented, since they have so many identical white vehicles, I have no idea (since I was not there) what vehicle they took a picture of and if they made a mistake connecting it back to me. Additionally, I questioned if there was damage how do they know it did not occur in the parking lot where I was instructed to return the vehicle after I returned it since they do not check it until the next morning. They were not at all wanting to consider my concerns and basically said too bad, we have your credit card. They did not care if it was damaged after I returned it, they only cared that they had a picture of a white fender, with no connection (like a license plate) to the vehicle I rented. At the least they should be asked to provide a picture / video that includes the license plate number if they are going to claim damage and charge a customer. Not sure of the legality but does not seem that the customer should be responsible for the vehicle condition after returning it to the location the business instructed, it does not seem to be a fair business practice. Lastly, while not directly related to my complaint, I was curious to check online customer reviews of the business and found that the owner responds to complaints by calling the customer names and attacking them personally in the response as opposed to handling the issue professionally. In my opinion, this was consistent to the way I was treated when I went to the business to discuss it. Beyond being disappointed by the experience, the main issue is charging a customer without being able to substantiate the linkage of the damage to the vehicle nor having any mechanism (like security camera) to determine if the vehicle was damaged after returning it to the lot the business instructed me to return it to.

Hydro-Thunder of Key West, Inc. is NOT a BBB Accredited Business.

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