Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good afternoon, I went fishing on the morning trip on August 24. We left the dock at 8:00 AM and arrived at the fishing area at 10:12 AM. I started fishing and my line broke. The mate ( **** ) came and installed another sinker and hook. About 20 minutes later the line got stuck on a rock and the other mate working on the boat tried to un hook it but he broke the line loosing the sinker and hook. He went and got a new one and started to install it. **** saw him and came over and said that I had to pay him 5.00 for it. I refused to pay it and told him that I have been going there for over 10 years and no one has ever charged me for that. My fishing day was over with only having fished for 52 minutes. I had to sit in the dinning room the remainder of the trip. Ruined my vacation day. Just before we arrived at port, **** came around with a tip bucket and asked me for a tip. I told him I was not giving him a tip because of him not providing me with a new sinker and hook. He laughed and said he would probably receive a raise in pay for that. When I arrived at port, I reported it to the front desk and the lady there called the captain of the ship and he came down to speak with me. I explained what happened and he said all the tackle was included with the purchase of the ticket. He said he would speak with ****. I was told the owner would contact me on Monday. I called back on Tuesday and they told me the owner was on vacation and he would call me on Friday. Again I received no call so I decided to report this.

  Customer response

  09/06/2024

  I was contacted by the owner and he made everything good. He gave me a new trip. He also apologized and explained the new rules. Great guy. I will continue to do business with them. I am glad we worked it out because from all the other deep sea fishing outfits in the area, they are the best.

  Business response

  09/11/2024

  Hello,
  

  We have been in contact with the client and have remedied a solution that is acceptable to both parties. 
  

  Best Regards,
  **************;

  Customer response

  09/11/2024

   
  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, They Were fantastic and made everything right. I am happy everything turned out like it did because they are the best in all of ****************
  
  ***********************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My daughter purchased a 1/2 day fishing trip for us for fathers day for June 17th, but almost immediately after we began fishing that day, a gentleman fell and injured himself, which meant that we needed to get back to shore immediately to give him aid. When we returned to shore, the individual at the counter offered those on board a gift certificate that we could use to reschedule another trip, or 1/2 of the value in a monetary refund. However, rescheduling was not feasible for me, and I didn't understand why we would only be entitled to a 1/2 value refund since we did practically no fishing that day. I insisted on a full refund, but the manager decided that since i was so adamant that i wasn't entitled to anything. I think everyone on board was happy that they did the right thing for the gentleman who was injured, and I only asked that they do the right thing by the rest of their customers that day. It's clear to me that the right thing to do was to offer a full refund to those who couldn't opt to reschedule their trip.

  Business response

  06/21/2024

  Dear ***
  
  We have received your numerous emails, threats, and attempts to incite a mutiny during a medical emergency.  Its concerning to imagine how you might respond if a medical situation were to impact your finances.
  
  When your daughter bought the tickets, she agreed to the terms and conditions, which clearly state that no refunds are given under any circumstances.  While we never anticipated an emergency,were grateful that almost all the customers understood our efforts to accommodate everyone.  We have refunded your daughter, and we suggest fishing on your own boat or a private charter so you are never inconvenienced by anyone again.
  
  Best Regards
  The Orlando Princess Staff

  Customer response

  06/21/2024

   
  Complaint: 21871327
  

  I appreciate that they refunded my daughter, but Marine Mamal Tours is still not doing the right thing here. You can clearly see on the receipt that together we paid $151 for this tour. I asked for a full refund, and they've only agreed to $109 at this point

  This is another example of this company trying to take advantage of it's customers

  
  Sincerely,
  
  ***********************

  Customer response

  06/21/2024

  For awareness, the only threats I've made are to make this complaint and to post reviews on social media. The mutiny comment is simply confusing to me, but I don't appreciate how they continue to insinuate that I'm not concerned about the individual who was injured. The fact that the manager left that person to reinforce their refund policy indicates their priorities here. 

  There's no need for their argumentative approach here. The aggressive tone of their response should give you a sense of how the individuals who represent this business have composed themselves throughout this entire process. Additionally, the misleading language they use by saying that they've refunded my daughter shows that they're simply not acting in good faith. I'm glad to hear that they were able to accommodate other customers by rescheduling, but the right thing to do here is to offer a full refund to those passengers who are unable to reschedule.

  Business response

  06/24/2024

  Dear ***,
  
  We have nothing else to discuss with you as your daughter was refunded, we wish you well and kindly request you stop harassing and badgering us.
  
  Best Regards,
  The Orlando Princess Staff

  Customer response

  06/24/2024

   
  Complaint: 21871327
  
  I am rejecting this response because: the $109 wasnt even credited to the account. It showed as pending as of last Thursday, but nothing has hit the account. Im still requesting the full refund, but at least do what you say youre going to do.
  
  Sincerely,
  
  ***********************

  Business response

  06/25/2024

  ***
  
  Apparently you don't realize that when you run a credit card it takes 3-5 days for us to receive the money and it also takes 3-5 business days for the money to be returned, I assure you that the refund has been given on June 21, 2024, I'm also attaching a copy of your refund for $109.50 and $41.50 for proof of refund.  There isn't anything else I can do for you and if your not satisfied I suggest that you call your credit card company and complain to them.
  
  
  Try to have a nice day

  Customer response

  07/22/2024

  Date Sent: 6/25/2024 9:23:00 AM
  ***
  
  Apparently you don't realize that when you run a credit card it takes 3-5 days for us to receive the money and it also takes 3-5 business days for the money to be returned, I assure you that the refund has been given on June 21, 2024, I'm also attaching a copy of your refund for $109.50 and $41.50 for proof of refund.  There isn't anything else I can do for you and if your not satisfied I suggest that you call your credit card company and complain to them.
  
  
  Try to have a nice day

  Business response

  07/23/2024

  I'm not sure why your contacting us again, you received your refund and still you rejecting our response.  What is it your looking for?

  Customer response

  07/24/2024

  I apologize for the lack of communication. I thought I had responded to this, but I must have been mistaken. The company did end up sending the entire refund, so I was satisfied with their response.

  thank you for your help with this.

  Customer response

  08/13/2024

  I apologize for the lack of communication. I thought I had responded to this, but I must have been mistaken. The company did end up sending the entire refund, so I was satisfied with their response.

  thank you for your help with this.

*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. ↩