ComplaintsforJet Skis in Miami

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'd advise not renting from this company. They are mapped in the South of Fifth/South Beach neighborhood, but they are not there. If you try to call them, they will only speak you with you via text and direct you to their website for booking. When you do book online, they don't list any addresses information. When the booking is complete, you find out the jet ski pick up location is way up the island in mid-beach Miami Beach and is not in the South Beach neighborhood. They also don't offer parking and the phone number of the business goes to a blank voicemail. If you complain about the process or booking, they don't offer any refund and tell you they book from many different companies and have no idea who you are or where you booked. They offer a lower price to lure you in but this place is a scam and they take advantage of tourists. Warning! I paid $160 in reservation fees which they won't return even after I explained that they scammed me and don't list any address or real contact information.

  Business response

  03/08/2023

  We are a third-party concierge booking service that provides access to licensed and insured jet ski vendors across Miami Beach and South Beach.
  
  We have spent a great deal of time sourcing Vendors and ensuring that hold to the highest standards of compliance as well as safety.  This is the ethos of our business and the reason that Customers choose to book with us.  Unfortunately there are countless jet ski companies in the area who operate illegally and without insurance or safety procedures.
  
  Once we receive a booking, we match the Customer with the best available pricing from our Verified Vendors.  
  Best Available is based on availability for the time of their booking - at the time of booking.
   
  Upon securing the Vendor, we then send the Customer the full details about their booking including:  Vendor Name,  location, parking info, security deposit and balance due information.
  
  Due to the nature of the service we provide, we do not offer refunds on the booking fees.
  
  Our phone number has a voicemail that is activated when reservationist are not available to answer the call.  We also offer text messaging during business hours.
   
  We do not offer a lower price to lure you in.
  
  We offer a valuable service and are upfront about our procedure, service details, fees and refund/cancellation policy.
  All of this information is presented multiple times before checkout, and must be acknowledged and agreed to before a Customer is able to process the check out.
  
  With regard to the Customer who issued this complaint:
  They booked 4 (Four) 1-hour Jet Skis Rentals and they were charged a $156 booking fee ($39 booking fee per jet ski)
  The balance due to the Vendor was $400 plus tax   ($100 per jet ski/ per hour )
  
  Our website states We offer the best price available per season! $95 - $140 per 1 hour rental (plus tax & fees)  (one jet ski, one rider)
  The Customers Jet Ski hourly pricing was at the very low end of our advertised price range.  
  
  It is unfortunate that the Customer who issued the complaint feels that they were scammed.  
  We provided the services as outlined on our website (and as understood/agreed to by the Customer).
  
  Attached are screenshots of our website hi-lighting support of what we have stated above.
  

  Customer response

  03/09/2023

   
  Complaint: 19496440
  
  I am rejecting this response because:

  I asked the company when booking if they operate out of South Beach which is where my hotel is located and they said yes. Their website also lists South Beach as a location for jet ski rental. After I booked, they told me I'd be forced to travel 4 miles and a 20 minute Uber ride to the rental location. They show a location on a map and then force you to travel to another location. When I contacted them indicating the bait and switch, they said too bad our deposits are non-refundable. At this point, I don't care about my deposit but they should be mandated to clarify their information before other people are misled. They need to communicate when speaking to a client and update their website to be clear that there's no way for the customer to know where they will have to pick up the jet ski and they are gambling with a location close to them. Their customer service was very poor and you can never get anyone on the phone and they only sent me a text reply. It seems they were too busy to properly answer my questions prior to booking so they directed me to their website which lacks proper information just to get my credit card information and then let the buyer beware because you don't really know what you're booking. Where I assumed I was booking for a location close to my hotel and was told by the people via text that they do offer a location near me, it was not clear that they can pick any location they want to direct you and it's then up to you to get to that location.

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

  Business response

  03/14/2023

  Our website is clear and has all the proper information, as we indicated and cited in our original response.  We don't "force" anyone to do anything.  We do not "bait and switch".   Our agents are monitored and are very courteous and would never say "too bad" as indicated by the customer issuing the complaint.??We provided the services as outlined on our website.
  The customer checked that they Acknowledged and Agreed to our Service Details, Refund & Cancellation Policy.?We refer back to our original response.?Thank you
  

  
  

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