Complaints

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.

• Initial Complaint

  Date:11/14/2024

  Type:Delivery 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.

  The service this charge was unable to be completed due to no parking available and not being able to get through when calling the business line. I seek to have this order canceled and refunded.

  Business Response

  Date: 11/15/2024

  Hi *******, 
  
  We are sorry to hear that you were unable to find parking on the day of your departure. We do send confirmation emails prior to arrival with parking recommendations and maps of all parking areas to help assist you when you arrive in our area. In addition to that, in our confirmation email, we do ask that you arrive 1 hour, no later than 30 minutes prior to your departure to allow adequate time to find parking. When researching your reservation, we have notations that you reached out to us via our online chat and we responded to you with options that were available due to missing your trip. Even though our policy does state all reservations are final sale within 48 hours, we still tried to accommodate a time for you to depart on another day. Unfortunately we will not be unable to provide a refund as requested but we will still be able to honor the reschedule, which again, we originally provided at the time of speaking with you on our online chat. 

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  NOT ETHICAL BUSINESS. Ive worked in the service industry across many platforms. This business does not conduct good business or are even reasonable. I love my Newport community and local business owners. They would want locals and tourist to always come back! Do NOT buy a ticket from them because if you have a medical emergency or your visiting out of state and cant make it even with canceling within a reasonable time THEY Will not refund you . Imagine your middle class and want to take your kids on a trip for a memorable experience and you worked hard to buy tickets, but all the sudden your kid has a medical emergency so you have to cancel the trip that would make them happy so then call and they take ALL YOUR money and say no to any sort of refund. they dont offer any empathy. I call that stealing and inconsiderate. NEVER will go to a place that behaves this way . So rude. WE have the funds to afford this , but Im defending those who may be a victim of what I went through. Not a business to stand behind that just takes your money. No aloha. No respect for locals or tourist.

  Business Response

  Date: 10/01/2024

  To whom it may concern, 

  our 48 hour cancelation policy was sent with confirmation email at time of booking. When customer contacted our office via text, rescheduling was offered by company associate but was declined by customer who only wanted a full refund. Rescheduling offer still stands for 1 year from date of  missed trip at 50% of original trip cost, as stated in our confirmation email. We are willing to refund $40.52 which is the cost of the 2 unused fishing licenses purchased in the online order.  

  Customer Answer

  Date: 10/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT satisfactory to me, I moved out of state and was visiting where business is conducted. I do not believe I want their voucher to come back at a discount. It is still fraud to take the full amount. It would be common sense if there was a cancellation fee , but to take customers entire funds is selfish and not the kind of business I support or find ethical. Im not planning another California trip within a year. I demand at least  half my funds back plus the fishing license fee. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Jaz *******
  
   
  

• Initial Complaint

  Date:12/20/2023

  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.

  On 12/12/23 I paid $112.32 for there boat cruise, and the website stated refund within 24 hours of event. now they state no refunds for this cruise. Due to the fact we are not receiving any services or goods from them, unless they refund ticket cost,, this is theft. Unless refund is provided, I will report this as theft/fraud to my credit card bank.

  Business Response

  Date: 12/21/2023

  Dear ******************,

  I see in your order details that you have already spoken directly with our office staff, and were offered a Reschedule for a sunset cruise before may of ****. The no-refund policy within 24 hrs was in place long before you placed your order and has not changed. I apologize for any inconvenience, and the offer for rescheduling remains available to you. 

  respectfully,

  *****

  Operations Manager 

  Customer Answer

  Date: 12/21/2023

  I I did not use their services. I will not be around in ****, I will not be able to use their ticket in ****. I need a refund. Website states within 24 hours you cannot get a refund, I canceled 3 days prior. Provide refund or I will take the next step to getting my money back. 

  Business Response

  Date: 12/22/2023

  Dear ******************,

  Upon booking your trip online, you were sent an online booking confirmation email which plainly states refund policy for holiday lights cruises as follows:

  "Refunds/Rescheduling:
  
  For standard & luxury whale watching, sunset cruise, 3/4 Day, 1/2 Day, Twilight refund requests must be made 48 hours prior to your scheduled departure time, to be eligible for a refund (minus the 3% processing fee). No refunds will be honored within 48 hours of your scheduled departure time. All Blackfish refund requests must be made 7 Days prior to your scheduled departure time to be eligible for a refund minus a 3% of the total charge as a processing fee. For all overnight and 2-day fishing trips, refund/rescheduling requests must be made 72 hours prior to your scheduled departure time to be eligible for a refund minus a 3% of the total charge as a processing fee. No refunds will be honored within 48 hours of your scheduled departure time. You may submit a request to reschedule (there may be blackout dates), with rescheduling fees attached. Not all requests may be honored. "No-shows" that give no prior notice of their inability to make a trip will forfeit their entire purchase price.
  
  Due to the limited duration of the event, all Boat Parade & Holiday Lights Cruise bookings are final sale. We will not honor any refund requests, under any circumstance, for these trips. If you do need to re-schedule for any reason, you have up to 7days before your trips departure to request a re-schedule. We will not honor any requests made within 7 days of your trips departure. There will be a re-schedule fee of $5 per ticket for any reschedule request that is honored. Not all requests will be honored."

  We will not break this policy as it was communicated to you as final sale upon your purchase. However, we will still honor our offer for you to use your credit towards a sunset cruise, with the credit expiring may of 2024.

   

   

• Initial Complaint

  Date:08/04/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On July 12, 2023 I purchased an overnight fishing voucher for the boat "Thunderbird" to fish 9/4/23-9/5/23. I used their online booking through Newportlanding.com to make this reservation. When making this purchase, I carefully read through refund policies which stated at the bottom of the purchase: "Refund/rescheduling requests must be made 24 hours prior to your scheduled departure time, to be eligible for a full refund or rescheduling with no fees attached. No refunds will be honored within 24 hours of your scheduled departure time." (See attached screen capture), or do your own trial purchase to verify this fact.Unfortunately, our party of friends had to cancel our reservations, and we have all been informed that there is a 6% "processing" fee deducted from our refund, which is stated on our booking confirmation (attached). This is very misleading as the fee is disclosed after receiving confirmation, but indicates full refund with no fees attached during the purchase process. I feel that our entire party is entitled to the full refund of $269.00, not $252.86, which has been received by my financial institution as of yesterday. The names of the other patrons in our party are *************************, *****************************, and *********************. I would assume that other patrons of ***************/Daveys Locker Sportfishing have been mislead by their procedure offering a full refund with no fees attached, only to have a fee deducted after the fact.

  Business Response

  Date: 08/04/2023

  ******************, Just saw your complaint and wanted to reach out. The 6% service fee has become new policy do to the evolving business needs operating a sportfishing landing. Because of the new-ness of this policy, and our valued relationship with the BBB, we have already refunded the remaining 6% balance on your order, as well as ******************** complete balance of $288.18 (previously canceled order, also named in your complaint). The 2 orders under the last name ********, have not yet been canceled and are still confirmed reservations. If they choose to cancel we will honor this same fee waiver upon cancelation, as they were also named in this complaint. That being said, this Policy is listed online at the time of booking as well. You physically have to click "agree to terms and conditions" and the terms and conditions are there and listed. We hope this solution resolves the issue with all parties, and that you choose to fish with us again soon.

  Customer Answer

  Date: 08/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair 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.

  Hello,I had a trip planned yesterday (07/16/23) to go whale watching at 5 in Daveys Locker. That being said, we were late and got put on a waitlist at around 5:15. Which we were completely fine with, understanding that WE were late. The young lady sent us to your sister location: Newport Landing. We arrived inside and told the employees that we were on the waitlist and they said theyll let us know if there was space available at 5:50. So we waited inside and then they proceeded to kick us out because they needed space for people to check in so we waited outside. A couple had missed their boat at 5:30 and were placed on the waitlist as well. So we waited patiently until 5:55 and the employees had STILL said nothing to us and people were already on the boat. So I went inside to go ask and they said the same thing; theyll let us know. I went back outside to go wait and we noticed the couple that came AFTER us on the waitlist get boarded on the boat which was confusing. We then watched the boat sail off in shock because we still hadnt been addressed or talked to. A couple and their kids (family of 4) also came late to their 6pm appointment so they got left behind. With this all being said there was more than enough space for my party of 4 to dock that boat. But why were people that came after us allowed to cut us? What kind of bias or prejudice is going on? And the fact that that family came late so we KNOW there was space left for us AND that couple that came after us. The fact that we had to go back inside to go address the issue and ask the employees what was going on because they completely disregarded my party showed a lack of respect and professionalism. We had been kind to them regardless of how upset we were of the whole situation. To refocus, I understand we were late and that was OUR problem but as mentioned above, everything after was just unfair and unprofessional after spending almost $200. I want to be reimbursed completely and if thats not possible at least reschedule without the fee.Best regards,*******************************.

  Business Response

  Date: 07/16/2023

  Dear ****************,

  It's unfortunate you did not make it on our boat yesterday and its upsetting you did not have the desired experience. I can assure you that all measures in place are meant to assist our customers who have missed previous trips, and all wait listers are called in the chronological order by time stamp when wait list order is created. We do not cherry pick who does and who does not make it on from the waitlist, and we do not tolerate any type of prejudice as we are proud to be a diverse and inclusive company. I reviewed your order and I see our office staff has already made a note stating that you are able to reschedule at no additional charge which is what is being requested in lieu of a refund. Our refund policy does not allow refunds for missed trips with less than a 24 hour notice, and we do not offer refunds for a trip unless it is canceled or shortened by mechanical issues or weather conditions. We look forward to having your party on the whale watching trip you purchased, please feel free to call to reschedule your trip at your convenience.

• Initial Complaint

  Date:03/30/2023

  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.

  3/30/23 My family of five and I paid for a full day (***** hours) of deep sea fishing. We were so disappointed when the captain cut the trip short by four hours with no explanation. When we landed they gave us a voucher for 1/2 off (worth $47.50 per person) the next time. But having to travel as far as we did, get a hotel room and rent poles again and buy a license, the 1/2 off voucher does not make up for the lack of service we received as opposed to what we paid for. We spoke with **** the manager on duty and he reiterated their no refund policy. This is a scam when we paid for a full day and did not receive it. I would never recommend Davey Locker to friends and family and will definitely be using a different company for future deep sea fishing trips.We spent over $700 between the cost of our charter, pole rentals, fishing licenses, tackle, tipping, and if we knew that there was a chance that we would incur this expense twice because we werent going to get the service we originally paid for the first time, I would have definitely gone with a different company. Giving a coupon not only does not compensate for the lack of fulfillment of their agreement to provide a service; but now requires us to spend even more money to get the original product we paid for. We request a refund of the value of the voucher. For the 5 people = $237.50.We appreciate your attention to this matter.

  Business Response

  Date: 03/31/2023

  Hello, 

   My name is ***** and I'm an operations manager with ******* Locker Sportfishing. We do appreciate you taking your time to provide feedback on your experience with us, and take all customer concerns very seriously. Upon further review we are willing to flex on the policy our manager **** explained to you in store and refund the value of vouchers issued, however we will do so once vouchers are returned by mail. Cost of postage reimbursement will be added on to your refunded amount. I was On the premises and overheard the conversation, **** was calm and professional during the interaction and unfortunately being the bearer of bad news is not always received well in the forum of customer service. I hope this settles the matter and that you will choose to fish with us again in the near future. 

   -***********************

  Operations Manager

  ******* Locker Sportfishing

• Initial Complaint

  Date:10/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  VERY BAD BUSINESS PRACTICE. We were scheduled for a 12:00nn Whale Watching ride, We missed the boat ride as we arrived late. We struggled with the parking and the fact that we also have an elderly slowed us down. When we arrived at around 12:25 probably we were told that they can waitlist us on the 2:30pm which is their last schedule for the date. No assurance but in their experience they can get us in. We took the chance and waited for a little over 2 hours. We were told to come back around 2:20pm or 2:25pm which I did. I came back around 2:20pm and hang around and waited to be called for us to be checked in. I was told ten more minutes. Another couple came who missed their 1:30 sail (which theyve earlier said would have been difficult to get in). The couple was told 7 more minutes. I waited and I heard the crew, give them 5 more minutes. As more people are coming in so I waited. Then, sometime around 2:30 the front desk guy assured me that they will be able to let us in. We were a party of 4. I was asked to fill their manual ticket with our names which I quickly did so as the other couple. We rushed to their loading area at the back as the front desk guy has told. At that time it was already past 2:30 and we understand they know that. We were even able to come close inside the loading area. As we were approaching i saw the boat crew from the office running to the boat and when he got there he started pushing and moving the boat away. To my surprise, they left us. I asked why, he said it was already past 2:35pm and we have to complain at the office. Before us were also a ***** of Chinese teens who were also refused the ride so as the couple that waited for an hour. We went to the office and were told that it was miscommunication. The experience was very frustrating to us. These people were very inconsiderate of what weve gone through and lied to us that they will take us. I have 62 characters left but it was VERY BAD BUSINESS PRACTICE!!!

  Business Response

  Date: 10/22/2022

  To whom it may concern,
  
      My name is ***********************, and I'm an operations manager with 
  Davey's Locker Sportfishing & Whale watching. I'm writing you in 
  response to an email we received regarding complaint #********. The 
  message stated that we failed to follow up within a timely manner, to 
  which I  object, as this is not true. Ms. ********* was a guest of 
  ours on Sunday 10/2, and I received word of her complaint with BBB the 
  following day, Monday 10/3. The morning of Tuesday 10/4 I reached Ms. 
  Alcarioto via telephone, and we shared a lengthy dialogue about her 
  experience. We discussed better business practices and I assured her 
  we would be following up with the Employees she mentioned in her 
  complaint. Over the phone, Ms. ********* verbally expressed that she 
  was satisfied with our response, and that she sought no further action 
  on our end, as the resolution had been met. In order to fully commit 
  to recovering Ms. ********* as a client, I verbally offered 4 
  full-fare vouchers aboard our premier luxury catamaran "Catallac", to 
  which she accepted with gratitude. I sent these voucher codes
  Tuesday 10/4 Via email, along with a brief message thanking her for 
  her feedback and welcoming her as a returning guest of ours. Ms. 
  Alcarioto once again acknowledged our efforts to remedy her complaint, 
  in her response to my email. I will be forwarding this email thread in 
  just a moment. Any comments or concerns from the BBB regarding this 
  matter would be greatly appreciated.
  

• Initial Complaint

  Date:06/04/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This is for ****** locker *************. I have been a fisherman for years in *******************, and the word is ****** locker sold to a new owner. Ever since the new owner they have not cared about accommodating amenities they only care about the capital. They got rid of the skiff rentals. The fisherman talk about how the captains never put anyone on top of Fish, they say the same thing so its a rough day and its pretty slow and we read all the online comments that are wrong in favor of ****** locker. The locals will never go on ************* ****** lockers boats again. ********* and ********** are better. The new owners really are not doing a good job for the local community all they care about is getting over and taking advantage of the tourists. Ive called the company twice to talk about the situation and they hung up on me very disrespectfully.