ComplaintsforDingleys Wharf LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked over the phone for two jets. I was having some issues booking online so I called and a nice lady on the phone gave me some information. We were able to finish booking online to make sure that it was all settled for the next day. I asked if there was any information that I should know before hand thats important like holds on funds, credit card holds, gear, necessities, etc. , . They said show up and it was ALL settled. And that somehow I had paid already. Two jets would be ready for 12. I actually received a confirmation letter saying that we were all set as well. I have multiple documents claiming that everything was confirmed yet I dont see any fine print about having a $13,000 credit card hold ANYWHERE. How many people dont get told that they need a $13,000 credit card HOLD in order to book and then get screwed day of? We arrived 25 minutes early as expected. We THEN are told that we need a credit card. Basically we werent able to go on the excursion and we werent able to get a refund.I tried to politely explain my situation, that I really didnt know these protocols ahead of time. I truly believe that we deserve a full refund. In my opinion, I feel it was extremely unprofessional and given the situation, I am requesting for a full refund. We did not cancel in the last 24 hours. THEY did without forewarning us the proper protocols.

  Business response

  07/09/2024

  Hello *****,
  
  Unfortunately at this time will not be able to refund you the full amount as the Credit Card Requirement was clearly stated multiple times on our website. A guest would have to either press the acknowledge button or press the * in the corner of the pop up to proceed to the website. Our staff is highly trained with this letting guests know about this information. The owner was assisting concierge last night when you called and explained the policy while answering other questions about the Jet Skis. You received a "Next Steps to Your Voyage" email after the booking as well that stated the requirements. We do not hold a $13,000 hold on any card and that is why we do require a payment with a credit card incase of incidentals. We have hosted thousands of voyages each year for the past 7 years and as you can see by a majority of our reviews that we have been very successful with our product and services for our guests.
  
  This was your original total: $343.44
  
  This is your refunded amount: -$171.72
  
  ***************************************************
  
  The link above is our company policies clearly stated for all of our guests past, present and future.
  
  
  We wish you the best!
  
  Happy Boating,
  The Wharf

  Customer response

  07/09/2024

  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. 

  Good evening,

  So far I have written a response to this company three times. The reason being for the fact that we did not get a full refund for a very sad experience that affected my whole family, but also just to show how much we think that this was a scam. I find it incredibly hard to believe after what we went through that other people have not also had this problem with this same companys policy. And based on their responses, it seems they have no empathy or support for their customers or their unhappy situations and so they just respond with the same thing over and over. 
  

  I contacted them through an email, through their ****** page in which I wrote a review, and now here. The response in all three of these reach-outs have been completely copied and pasted to a tee. I understand that their responses must state factual and professional, and Ill give it to them, they are, but unfortunately, it shows that they have absolutely no sympathy further for customers who may struggle with their protocol response or understanding it even!

  It says that we should have read further into the fine print on the computer. Now mind you, I called them to speak with them about the protocols, the prices, and everything else that comes with renting two JetSkis for an hour for a family for four. I have it on my phone still, and we were on the phone for at least six or seven minutes and the young girl on the phone answered very short, vague answers to these such important questions such as how much each JetSki would be, that they would be available for most of the day, and that I could pay online or I could pay when I show up there if I want to book last minute. That is ALL the information that I got from the young lady from the phone. SHE DEFINITELY DID NOT GO OUT OF HER WAY TO MAKE SURE THAT THE MOST IMPORTANT INFORMATION THAT A CUSTOMER MUST KNOW BEFORE BOOKING WAS TOLD. MEANING, NOT ONCE DID THIS YOUNG LADY MENTION THAT WE NEEDED A CREDIT CARD OR A CREDIT CARD WITH A CERTAIN AMOUNT OF MONEY ON IT SO THAT THEY COULD HOLD IT WHILE WE RENTED IT FOR AN HOUR. I REPEAT NOT ONCE DID SHE MENTION THAT WE NEEDED AN ADDITIONAL CREDIT CARD AFTER WE GOT THERE SO THAT THEY COULD HOLD ONTO ONE.  

  Im past the point of fighting to getting a full refund at this point. But I still think this business needs to be known for what I think is a clear scam. After telling me I was only getting back half a refund according to their refund policy, he repeated to keep showing me the fine print on the computer of what the refund policy was as well as whatever credit card information was on there. There is no big sign that gives you this information while you were signing up. It wasnt clear as day while youre signing up and I feel like I got scammed. I also know of plenty of people who dont use a computer or a phone to look at the site and look up the phone number and call them for information. If they got the same information that I got when I called they wouldnt have found out about the credit card until they got there and they would be in the same situation that I am now. 
  

  I truly believe that multiple people throughout the year get scammed out of at least half of what they pay for when they find out that they dont have what they need when they get there. Share that important information everywhere you can!!!

  I am not a business manager and so its sad to say, but I feel like if I ran a business this is something that I would make sure everybody knew very much so very well ahead of time and repeated multiple times over before they booked any type of jet skis or boats at my business.

  They were professional and factual with their response, despite the copy and pasted response. But I also feel that they were very unsympathetic and entitled and did not care about the customers situation at all. I can understand that there may very well be some situations where this policy makes sense and then it should very well be followed through with. But when I tried to explain my situation and how it was a genuine mistake and I did not see that fine print. And I did not get the information from the young lady from the phone, as he claims. (This part is very disappointing to me because it is a straight up lie and honestly, this alone shouldve just been admitted and given me a full refund for). I explained that we did not have much money and that we do not come from much money and that we came from ************ and we used the little bit of money that we had to have a little bit of an excursion. And because we did not end up doing the excursion, or getting the full refund, our trip was ruined and we did end up leaving early. 

  I do not wish to make this a sympathy post, but I do believe that sometimes the customers are right and sometimes you just need to bite the bullet and understand that youre wrong. Sure, you have seen the fine print, youve probably seen the fine print 1 million times. But the nice old lady down the road who has bad eyesight and doesnt know how to use her phone or a computer and asks someone to get the number for her and gives you a call and the young lady at the desk only told her how much the boats would be and she books and she finds out when she gets there she doesnt have what she needs, so she only gets half a refund - well thats unprofessional and disappointing for a lot of customers. 

  Thanks for listening, but then again thanks for not listening.

   1/5 stars because they took a picture of my family on dock prior to kicking us out.

  Regards,

  *****

   

   

  Business response

  07/15/2024

  Hello *****,
  
  Unfortunately at this time will not be able to refund you the full amount as the Credit Card Requirement was clearly stated multiple times on our website. A guest would have to either press the acknowledge button or press the * in the corner of the pop up to proceed to the website. Our staff is highly trained with this letting guests know about this information. The owner was assisting concierge last night when you called and explained the policy while answering other questions about the Jet Skis. You received a "Next Steps to Your Voyage" email after the booking as well that stated the requirements. We do not hold a $13,000 hold on any card and that is why we do require a payment with a credit card incase of incidentals. We have hosted thousands of voyages each year for the past 7 years and as you can see by a majority of our reviews that we have been very successful with our product and services for our guests.
  
  This was your original total: $343.44
  
  This is your refunded amount: -$171.72
  
  ***************************************************
  
  The link above is our company policies clearly stated for all of our guests past, present and future.
  
  
  We wish you the best!
  
  Happy Boating,
  The Wharf

*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. ↩