ComplaintsforUnder The Bridge Watersports LLC

• Initial Complaint

  07/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Schedule an online appointment for My daughters Marine promotion. Did not get the scheduled time I requested online. The manager would not allow me to reschedule/ cancel for a time I didn't request. Tried to give me another time when it was explained when I would be in Ocean City,MD. Scheduled online at approximately 3am, so couldn't call and cancel on 10 minutes because they were mot open which is in their policy, so called once I received a text at 7am stating I had scheduled for 9 am. Kept getting placed on hold and hung up on. Once I finally got through I was told they would work on rescheduling me when I would be in Ocean City, but tried to reschedule me when they knew I wasn't in Ocean City. Charged $148.31 for a service that wasn't rendered.

  Business response

  09/08/2022

  Business Response /* (1000, 10, 2022/08/14) */ This customer chose her own time to book online. Then she tried to change her time just a couple hours before her ride. We tried to accommodate her but this was the Saturday of July 4th, our busiest weekend of the year. When booking the customer received multiple communication to approve the date and time and a confirmation email. The customer could have called us the day she made the order but waited till the next day to contact us. Again, we tried to satisfy the customer but the day and weekend was filled packed of reservations. We attempted to work with the customer multiple times but she was unsatisfied and wanted a refund. Clearly stated in our policies and on our website there are no refunds. We tried to rebook her to a different time and date that was available but she declined. This was not a error on our end.

• Initial Complaint

  07/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good afternoon! This is my first time filing a complaint, I was shocked at the scam this place runs. We rented a boat from this business for 2 hours, and during the safety training, the instructor **** kept mentioning "I replaced this propeller this morning so it's all new." It was odd how much he mentioned it. We bring the boat back on time, the staff checks for damage, and they tell me everything was all fine. They gave me my credit card back. 15 minutes later they call me, and the front desk girl claims we caused $150 in damage. We had already paid close to $500 for a 2 hour rental. It's odd that once we leave that they claim the damage even though the staff already told us we were clear. The owner "cliff" started threatening me that the "new propeller" was damaged. ***** told me he put it on this morning himself.... But the instructor **** earlier claimed he had. I started questioning them about the damage and ***** began threatening to make me pay $250-$1000 for damage and that he was already "giving me a deal" and only charging us $150. After me fighting more, he lowers is it to $125. It's clearly their scam. I am filing this complaint because after this experience, I checked the companies ****** reviews and saw that just in this past week they have done it to multiple other customers!!! They keep scamming people and threatening people to make an extra $125 per group. Then they reply on the ****** review with a copy and pasted reply for each review claiming the signed contract and damage. I have attached screenshots of the billing they charged me and a few of the ****** reviews from other people from this past week. This is a horrible scam of an establishment. The owner should be ashamed for ruining so many peoples vacations. They try to scare you by claiming they can charge you a super high amount. I was shocked. Thank you for reviewing this claim. I am hoping some action will be taken. Thank you.

  Business response

  08/03/2022

  To call causing damage and having to pay for it a scam is simply not true and unfair to my business. We always stress to our customers that they are responsible for the condition or the boat and will be charged for any damage they do to the boat. The contract every customer that rents a boat signs clearly states that if there is any damage to the propeller it will cost $225. The propeller on this boat was in fact brand new and after this rental it had substantial damage and needed to be replaced. We understand that most of our customers are on vacation and in no way do we want to ruin that for them, that being said I rarely charge the full $225 that was agreed on in the rental contract. These propellers cost our business close to $200 plus the time it takes to replace and the loss of income when we can't rent to someone else because of damage. I'm sorry you feel you have been scammed but we went out of our way to not only warn you of the hazards that could cause damage but also covered $100 of the agreed cost to replace the propeller you ruined.

*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. ↩