ComplaintsforDennis Parasail & Jet Ski

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dennis Parasail and Jet Ski ************ On August 17, 2023, my elderly Father paid for my two twins to go up parasailing for the first time. The man behind the counter was extremely deliberate in his message that phones were not allowed on the boat. Both my twins and Father heard this man, *********, make this demand of the terms and conditions, therefore we all followed the rules.I explained to ********* that I wanted to buy the photo package for my Dads upcoming birthday and wanted to be able to see the photos first on my email as my Father would be in the boat with the kids and that this was the main reason we were there that day. The photos were never emailed to me for review and my children and Father saw everyone else on the boat with phones. The crew was giving the guests scan codes to use on their phones to see the photos and because my family thought the photos were coming to my email, and did not bring their phones-per Brackstons order, did not look at the photos so the photos would be a surprise at my Fathers big birthday. Later that day the photos still had not arrived in my email so I called and asked to speak to the manager. I spoke to ********* who said he was the manager and owner.I explained the dilemma and reiterated the fact that the photos were the main purpose of taking this trip and having the three family members go on the boat together. I was told the photos had been deleted and there was no way to restore them.I called on August 21st only to discover that ********* was not the owner but the stepson of the owner, *********************************. The website states 100% satisfaction which we did not have so again I requested a refund. ********* scolded me for giving the company a one-star review, never apologized for keeping us waiting and not returning my call, and hung up on me several times after stating if he could give me a one-star review, he would, refusing to refund us. What type of business treats their customers in this way?

  Customer response

  09/01/2023

  I have not heard from the business in response to my complaint.

  The person who claims to be the manager is rude, unprofessional and extremely immature, hanging up on me several times. 

  Please do try your best to support me as my elderly Dad should not have paid for this terrible experience on his credit card. 
  

  Business response

  09/05/2023

  • On Thursday 08/17/2023 at 11:11am ******************************* called Dennis Parasail and Jet Ski to inquire about whether or not they would need a reservation to go parasailing that day. 

  • ********************** (our office manager) answered and informed ******* that it is best to make a reservation because they would meet us at the harbor rather than our office and our Captain/Crew have a hard time handling a lot of cash at the dock so we would take a card over the phone to make a reservation.

  • ******* informed ******* that she was not sure how to find Dennis Parasail and Jet Ski since she was on vacation here. ******* told her that she could either book over the phone and receive the address via a confirmation email or ******* could provide it over the phone so ******* could map it. 

  • ******* asked if they would come to the office to fill out ******* and pay. ******* said that was an option if ******* didnt want to pay over the phone. 

  • ******* asked how many people wanted to go. ******* said only 2 which would be her two 13 year old twins. Then ******* briefly asked her dad who was in the background of the call if he also wanted to go. ******* asked if the twins would fly alone or together because she saw a picture of 2 people flying together and ******* explained that they would actually have to go up together since they would have to weigh over 150lbs in order to fly alone. 

  • ******* then explained that we had availability that day at 12:30pm, 1:50pm or 3:10pm for 2 people. ******* explained that if she does want to walk in to make the reservation that she would need to come to the office about 30 minutes before one of those trip times to get her set up. 

  • ******* then confirmed that our next one is at 12:30pm and asked how much it was for the 2 people to parasail. ******* explained that it is $147 per person so for 2 people it would be $295.72. ******* said okay and asked for our office address. ******* provided our office address ******************* Dennis. 

  • ******* then asked if they would take pictures of the kids and asked ******* to explain how it worked. ******* explained that on Parasail we dont allow phones OUT on the boat. So we will take pictures of everybody. ******* said if you are not going on the boat, once the boat is done youll be able to look at the photos on your phone and if you liked them then we would just download them right to your phone right there and it was $45 for the photo package. 

  • ******* then asked if she could take photos of the kids going up. ******* explained again that we do not allow phones OUT on the boat because it has been a safety issue in the past. ******* then confirmed that all 5 can go on the boat but only 2 would go up in the air to parasail.

  • ******* explained that if anybody wanted to go on the boat it would be $60 for each observer and unless they wanted to upgrade to a flyer then only the 2 they paid for would go up in the air. ******* then asked if there were any package deals because it seemed pretty expensive al a carte. ******* explained that we do not have package deals. 

  • ******* then asked again if they needed reservations to go on the 12:30pm for parasail. ******* explained that they can walk in to make the reservation; it just wont be guaranteed to make that spot. ******* said okay and the phone call ended. 

  • ******* walked into our office at 11:45am to make reservations for our 12:30pm parasail trip. 

  • Our 12:30pm parasail trip that Shelleys family was on ended around 1:50pm.

  • ******* called our office again at 3:28pm. ********************** (office manager) answered again. ******* asked if there was a manager she could speak to. ******* told her she could help her out. 

  • ******* then explained that when she came into the office, the gentleman at the front desk was emphatic that phones were not allowed on the boat and that for $45 they could get pictures taken so they all listened to the rules. ******* explained that they are now eating lunch and they were talking about how they saw people going on to the boat with cameras and she saw people coming off the boat with cameras. ******* said her kids and her father who is 88 years old making this his last voyage with them, said captain and crew were handing out chips to put into their phones to see if they liked their photos. So she now has no photos whatsoever after being told emphatically that her kids couldn't take their phones on the boat. Her kids and her dad are now pretty upset that everybody else was able to bring their phones. 

  • ******* said how sorry she was for any miscommunication regarding the photos. ******* explained that we dont allow phones OUT on the boat. They could have brought them, they just needed to keep them put away while the trip was going on.

  • ******* then got upset and said she was not told that and demanded that the photos be sent to her free of charge via email. 

  • ******* said she was sorry again for the miscommunication and that she would call Captain and Crew to see if they still had them. If they did, ******* said she would email them to ******* for free because ******* felt like she was not explained the process in better detail. ******* confirmed ******** email and told her she would call her back asap to let her know about the photos.

  • ******* called the Captain and Crew who were working on the boat that day and explained the situation. The captain said he had asked the kids and the grandfather if they would like to keep the ** card so they could look at the photos once they got back to the dock and got their phones but the kids and the grandfather said no they did not want the photos. The Captain said after an hour they deleted the photos off of the ** card so they could reuse it throughout the day like they normally do. 

  • ******* called ******* back and let her know what her captain had said. ******* was very upset and started demanding a refund. ******* told her she could not refund anything because they provided the services she had paid for. 

  • ******* did not purchase a photo package. ******* offered ******* a free parasail ride for all 4 of them so they could get some new photos taken. ******* said that Friday 08/18/2023 would be their last day. Unfortunately the weather radar was showing bad thunderstorms so we were not running trips on 08/18/2023. ******* told them that if they end up being here Saturday 8/19/2023 to give the office a call and we would get her on a trip for free and we would give her free photos. ******* agreed and the phone call ended.

  • On Monday 08/21/2023 ******* called our office again. *********************** (office employee) answered. ******* started by asking for the owner's name so ***** told her it was ****. ******* said no that wasnt him. ***** was confused and asked if she was talking about ************************* (General Manager/ Owners step son). ******* said yes, that is who I was talking to. ******* confirmed that **** was the owner and not *******. ***** said yes but ******* is who runs everything right now. ******* then asked if **** would be available for a phone call. ***** said he was not here but she could talk to ******* since he is next in charge. ******* said no ******* had been less than helpful and wanted to escalate the call to the owner. ***** asked for her name and phone number. ******* gave her it and said ******* could fill **** in.

  • ******* repeated the situation to ***** about how they were here on August 17th and that she was counting on ******* and the team to capture her twins on the boat so she could buy the photo package but she was told emphatically that phones were not allowed on the boat. 

  • ***** confirmed that phones are not allowed on jet skis or allowed out on the parasail boat during trips. ******* said you're saying one thing but your website says another thing and after she talked to ******* she saw other people on the boat with their phones. ***** explained that we tell everybody that phones are not allowed and apologized if ******* did see anyone with their phones because we are very adamant about telling everybody at the time of their reservation that phones can not be out unless it is at the very very end when the crew lets you look at photos. 

  • ***** then asked if she had bought the photos. ******* said no she was looking to buy the photo package and even told ******* that when she booked because her dad is 88 and he was going out on the boat to treat her twins with an adventure. She wanted to get the photos for his bday. ******* said when the grandfather and the kids were asked on the boat if they wanted to look at the photos they said no we are all set because they knew ******* wanted to buy the photo package. 

  
  

  Please see attached, proof ***************************** was never charged for photos and proof that not only was she told our phone policy twice from our Manager and Employees but that the confirmation email she received and OPENED also says "No device of any kind is allowed on the boat. You can ONLY bring your phone to download pictures at the end, but it must stay off the entire boat ride."

  
  

  Please let me know if you need any other documentation. 

  
  
  

  Customer response

  09/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was given a recipe for 370 to rent 2 jet skis for an hour trip. I was charged $200 more without consent

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