ComplaintsforDream Yacht Charter

• Initial Complaint

  12/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  August 21-25th 2023 we reserved a boat with a captain through Dream Yacht Charter in Warwick RI for 5 nights with our family and hired a captain. we spent 8,828.56$ on this trip. When we got to the boat for the departure the boat stunk like sewage. the base manager, James *******, told us the boat had a problem on its last charter and they fixed the issue. Well, the issue was still an issue since the boat stunk and we could not be in side the boat, only outside since the smell was so bad. We wanted to just leave because of the smell but the base manager promised us that if we got the boat off the dock and got air moving through the boat the smell would go away. We had hired a captain through Yacht Charter for our trip, Eric ******, and he was present for all these promises , As was my 24 year old daughter, ******* *******. We decided, since it was our family summer trip, to try his recommendation and take the boat out on the water and see if air moving through the boat would take the smell away. It of course did not. we spent one night in Newport, RI and turned right around at 6 AM the next day to come back to the base in Warwick RI. we got off the boat, tipped the captain for his efforts and left. the Base manager was not present when we got back to base and we left. I called him immediately and he again promised us he would make thing right. once home I immediately called the company I booked the trip through and they said you make a claim on line and we would hear from the company. well, days then weeks, now months later I have never heard from the company. the booking agents will not take my calls or return my calls. I spoke with the captain Eric and asked him to write me something up stating that the base manager promised us a full refund and he said he would, but has not and now also doesn't take my calls. then in the mail I received a copy of the contract and in highlighted small print it was highlighted that if I took the boat off the dock that I was approving the boat was in workable condition. So the base mange, James , basically duped me. he knew that if he could get us to take the boat even at all off the dock that I was approving the boat. He did promise us a full refund if the boat issue did not resolve in front of others, however, I did not get him to put it in writing. please call me with any questions. I have a recount the day from my daughter as well, along with a short video and photo of us literally sleeping the one night on the outside of the boat. thanks you very much, ******* *******

  Business response

  12/20/2023

  We will issue a response to this complaint, but would like you to know that this customer has already undergone our internal review/complaint management process and has received compensation. According to our team she was extremely abusive to our Sales Team and the manager at our base.  

   

  Business response

  12/20/2023

  Dear *******,
  
  We appreciate you taking the time to share your experience with Dream Yacht via the Better Business Bureau. We regret that your sailing trip did not meet your expectations, and apologize for any discomfort caused by the odor issue on the boat.
  
  We would like to clarify that our records indicate you have already gone through the claims process, during which a full refund was provided for the skipper fee as a form of compensation for the inconvenience you experienced.
  
  It is important to note that, as per our records, you were informed about the condition of the boat upon check-in, and you proceeded with the charter after being advised that the issue could potentially be resolved by getting the boat off the dock and allowing air to circulate. We understand the frustration this situation may have caused, and we regret if you felt misled in any way.
  
  Regarding your claim that James promised a 100% refund, our records indicate that such a promise was not made. We strive to provide transparency and integrity in our communication with our customers, and we take all feedback seriously to improve our services. 
  
  In conclusion, we understand that this experience fell short of your expectations, and we sincerely apologize for any inconvenience caused. We have taken your feedback seriously and will use it to improve our processes moving forward.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  Dream Yacht Team

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Anchor & Windlass • Windlass broke on 2 occasions rending the boat inoperable and leaving crew in exposed unsafe conditions, without the ability to raise or lower the anchor manually. • Anchoring - a 5:1 scope ratio is generally considered the minimum standard for anchoring; we were advised to put down a 3:1 scope and when doing so the boat dragged at night despite a good set on the sandy bottom requiring crew to attempt to sail back to safe moorage during the night. For the Indian ocean a 7:1 scope may be more appropriate. At best Dream Yacht Charters provided a 3.8:1 scope ratio for the anchor yet telling us to only use 45m which is 2.8 scope without any markings. Main sail • No reef points on luffed main sail, making it impossible to reef the main as there is no reef 1 tack or reef 2 tack point thus there is no way to secure the foot of the sail while reefed. • Reef points exist on the leech, however they are only lines through the reef points back to the winch which risks tearing of the main sail when downward pressure is applied, as usually a vessel of this size has a block system for reefing on the main sail. • Defective main sail halyard unable to winch to the top due to underpowered winch size and inappropriate line sizes. • Unable to sheet in Jib for proper sailing angle as lines slip through winch, due to inappropriate sized winch and lines. Genoa Main Sheet winch blew apart port side under sail Dingy • Dingy under inflated and had leak in hull, outboard motor would not stay on for more than 2 mins, no oars provided - crew had to swim 0.5km to shore dragging dingy and then waited 6 hours for rescue. • All crew members were injured during the swim with Steffan suffering from deeply embedded sea urchin spines that required medical attention and caused inability to walk easily for 1 week.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I rented a sailboat from Dream Yacht Charter in 2021 with the hopes of sailing during the Thanksgiving break. The Baha mas still had restrictions and I emailed them well in advance and tried to cancel (according to my contract, we were due a full refund). Instead, the guy sent me an email back and told me the following: Mr. ************, We certainly understand your concern, and we want to help. It's too early at this point to cancel your trip, but we would be willing to cancel your reservation approximately 45 days out from when your trip was scheduled to begin. Once we cancel, however, we will offer a 100% credit only to be used for future travel within one year. We do not offer refunds. Please contact us in a couple of months, and let's make a more informed decision then. Sincerely, Dream Yacht Charter As the date got closer they simply changed the date to spring break. They changed me more money for the change, which I paid, and then the date came to go my son tested positive for covid. That prohibitied us from traveling there. They would not change the date or give me money back.

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/01) */ The client originally booked for Thanksgiving of 2021, tried to cancel that trip months in advance due to restrictions, and was politely told to wait until we're closer to the dates as restrictions were changing weekly, if not daily. Due to our very clear and concise cancelation policy, a copy of which the client did have, a refund would not have been due even at that time. The client then requested to move their dates to Spring Break 2022, which we allowed, and as those dates were more expensive and we were under no obligation to allow a reschedule, yes, the higher price was passed onto the client. Then, when those dates rolled around, the clients' son tested positive for Covid19 and they couldn't go on their scheduled charter (the Bahamas would not have allowed them to enter the country). We do not allow a reschedule or refund due to a positive Covid19 diagnosis. This is why we recommend travel insurance to our clients. So no, there was no refund offered. Our policy was made clear to the client prior to and during the booking process. Consumer Response /* (3000, 7, 2022/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should've refunded my money when I originally requested it in 2021 and it was a breach for them to deny the request. The Covid policy you reference did not exist when we originally chartered the boat. And your policy suggests we attempt to break Bahamian law to access the boat we rented. And now that I research Dream Yacht, I see all the negative reviews and warnings and should have checked into those prior. Let the buyer beware. I will seek other avenues to get a refund. My attorney found it curious that Dream Yacht denied my original request and I'm willing to spend some money to see if a judge agrees.

*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. ↩