ComplaintsforThe Beach at Sand Hollow, LLC
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Complaint Details
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Initial Complaint
07/30/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
We rented a boat for 3 hours for 11 people from this business. When they were showing us how to use the boat they mentioned sometimes it doesn’t start right away and showed us how to troubleshoot. About 20 mins into our rental time we went to start the boat and it would not start. We tried to troubleshoot but it didn’t work - the engine wouldn’t turn over. After trying for 15 mins, we called the business and they sent someone out to try it. A man came out after about 20 mins of waiting and tried to start it but was unsuccessful. He troubleshooted a bit more but said the battery was dead. He towed us into the pier where 2 other employees tried to start the boat unsuccessfully. They told us we needed to get off the boat and they would try to find a solution. They offered a 10 person boat and a jet ski but we declined. We asked for a refund and they refused saying it seemed like operational error even though 3 of their employees were unable to start it and one said it was a dead battery.Business response
08/03/2021
The customers came in and asked for me. The mother was quite rude and kept saying that all she wanted was a refund. I explained to her that our company has protocols for this type of situation and listed out the protocols.
1. Customers get off the boat and switch onto a different boat.
2. The mechanics take a look at the boat in the water and try and fix the issue. If they can not then,
3. Mechanics pull the boat out of the water to address the issue.
4. Mechanics inform me of the issue and we proceed from there.
She then told me that she didn't care and all she wanted was a refund and was not going to accept any answer other than that. I told her that I could switch her to a different boat, but she refused and said she only wanted a refund.
I explained that our company policy is that we offer to switch them to a different boat and then extend their time so they do not lose out on any time.
The customer then began yelling throughout the store stating "These people don't care, my children could've gotten injured, all of their boats are pieces of crap." I asked her to remain calm and to refrain from yelling throughout the store. She refused and continued yelling, so much so that another customer stepped in and asked her to please calm down.
I explained to her that I have to wait for the mechanics to look at the boat in order to make sure that it was nothing that they might have caused. They proceeded to yell at me, so I told them I would call the DNR and have them escorted off of the premises. They then decided to leave.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.