Below is the email I wrote to Diana (supposedly the CEO of the company). She offered no resolution, no refund, and no credit for the horrible experience we had. Instead, they charged me $299.00 for the GPS that flew off the boat when their guy didn't secure it properly!\r
Diana,\r
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I'm writing to exemplify the level of dissatisfaction we had with your company last Friday.\r
Before leaving the dock, we waited as one of the guys attached the GPS to the boat. He was having some trouble with it so it took him a little while. Finally, we were off. Once we got out to sea, we noticed that the rod on the right side of the boat (near the steering wheel) was disconnected from where it's supposed to attach to the boat. This rod is what attached the canopy to the boat. Due to the disconnect, this rod flipped and flopped the entire ride so we ended up holding it when possible. \r
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On the other side of the boat, the same rod was deteriorating. It was already split about 90% of the way and eventually snapped, hitting one of my passengers in the head. Thus, we had to hold this the entire time we rode on Friday, which did not create the most pleasant experience. \r
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In addition to the above, the GPS flew off half way through the ride. I made sure to call right away to report it. I spoke with Alex. I also advised him of the flap in the front of the boat that covers where a ladder would be. The ladder itself was already missing. Imagine that. The cover kept flapping up and down, creating a horrendous noise as we cruised. I eventually rigged it by tying it down with a rope. Alex simply said ""oh yeah, we've been trying to find a new one. Someone ripped the ladder off the other day. There's nothing we can do about that."" The flap covering the anchor was doing the same thing. The anchor was too big for the boat and wouldn't fit in the compartment. Regarding this, Alex said ""yeah I know about that too. We can't find one small enough. I've been looking for over a year now."" \r
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The lounge seat on the left side of the boat was cracked in 3 places and kept sliding off. My sister was siting there and almost fell into the boat at one point. There was a piece of UNSECURED plywood underneath the seat so you wouldn't fall straight through. Apparently, ""a 300 lb woman was sitting there the other day and cracked the seat."" This is what Alex told us. The front seat also kept flying off into the boat as well because it wasn't secured. \r
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Needless to say, we were extremely dissatisfied when we returned. We expressed our dismay and pointed out each and every damaged and/or broken area. Alex was there and was just looking in disbelief, saying ""wow"" and giving the above excuses again. He began to mention ""the owners are going to be pissed."" This specific comment is what really threw me! You just sent us out into the sea on a death trap, and you're worried about the owners being pissed?? A piece of your boat broke and hit one of my passengers in the head and another piece was UNSECURED and basically through my sister into the boat!\r
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When we got back into the office, we asked what they were going to do to make up for the horrible experience. Alex said ""well I just lost a $400 GPS, I can't do anything."" When asked if they were customer service, he said we'd have to speak with the owner. What's funny is, I thought he was one of the owners. Isn't he your husband?\r
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In closing, there was absolutely NO service recovery. Owning a business, you should know that customer service and service recovery are extremely important. The fact that we even had to ask what was going to be done (i.e. a refund) was ridiculous. Alex even went on to state ""you shouldn't have even been out there. It was not a good day to be on a boat."" If that was the case....why did you send us out? Furthermore, why did you send us on a boat that you KNEW was damaged in several places??
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