ComplaintsforSalty Sam's Marina

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I rented a boat for $235 on 7/14 with $1000 deposit. They charged my credit card for the $1000 which was only to be held. We returned the boat. Secondly, a storm came in causinh dangerous waves and water filling the pontoon on the gulf. We had small children on board. I called the marina four times to get direction on what to do. On the fourth call she said beach it and wait storm out. We anchored down near beach getting the children out. The waves and storm were so strong it pushed the boat onto the beach. The boat remained on the beach the guy came anchored the boat never saying he eas charging to cone out. As this is his business i wouod have expected them to deal with the situation. However i spent two evenings waiting fir the tide to come digging thr boat out without their help. I then drive the boat back where i was charged 361$ for thr additional day, $85 service charge and other charges i didnt agree to. No customer service or proper direction putting my family in danger.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Multiple lights on boat of dash. Called back after leaving the doc and they said we would be fine. Ran out of gas, sat in the water for 2 hours awaiting a tow boat with 4 kids and a pregnant sister in law. Tow boat came to assist and said he does this multiple times for this company. I even bought insurance incase of a breakdown. Had to pay $60.00 for fuel on the water. Lost 2hr of the rented time. I understand i am responsible for fuel however the fuel gauge did not work. They were suppose to call me the following day. No call I called and they said its all our fault. Employee was rude via phone.

  Business response

  08/11/2022

  Business Response /* (1000, 10, 2022/07/12) */ Contact Name and Title: Ryan - Director Contact Phone: ************ Contact Email: *********@saltysams.com We at Salty Sam's Marina always appreciate customer feedback and we do everything we can to make sure everyone has a fantastic and safe experience out on the water. In this situation we found the customer was reminded that if they travel far distances during their day they would need to stop and top off for fuel. Boats are notorious for non-functioning fuel gages and we remind every customer that they should not rely on the gas gage. 99% of all customers take the advice to top off while out on the water and have a great day. We aren't sure what the customer was referring to with lights on the dash, out boats do not have any lights on dash or consoles. It is unfortunate they had to wait for fuel to come to them and the cost associated with running out of gas, but again, we tell all our customer if they are boating a long distance to top-off the fuel while out. We spoke to our team about this particular customer and we feel they did a good job of handling the customer's hostile attitude. No refund was given due to the fact this was not an issue with the boat and something we tell all customers everyday. Consumer Response /* (3000, 12, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I posted a picture of the lights on the dash. Being a current Service Manager at a high volume car dealership I am offended by the response from the company. Never once was I hostile or even yelled. Your employee even wrote notes as we talked. I had my 4 and 5 year old kids with me. You must be mistaking me for another customer. We watched a video and was handed a set of keys. Nobody ever said anything about refueling on the water or the fact the gauge did not work. They did say we were responsible for the fuel when returning to the marina. You should be ashamed to run a business and know that you send family's on the water with faulty gauges. How is the family suppose to know how many gallons of fuel the boat holds, or how fuel efficient a boat is that they never drove before. Your own response admiting you let people go on the water with faulty gas gauges tells how this company takes care of the boats we rented. We also paid an extra $20.00 insurance incase the boat breaks down. After hearing about someone that beached the boat at the same time I overheard that only covers mechanical failures. Shouldn't a company take care of the customer if the boat breaks and it wasnt the customers fault? I hope customers read this complaint and response before renting from your company.

*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. ↩