ComplaintsforMoose Landing Marina

• Initial Complaint

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am disputing the third quarter and fourth quarter charges due to the full service not being provided since ***** told us it would be best if we moved our boat, the contract was broke on behalf of Moose Marina. On 9/5/2023 I had a conversation with ****** on the phone in which she summed up our call in an email. I informed her that we would not be renewing our slip for ****. She informed me we did not need to pull the boat out until 5/15/**** when the contract ended. We agreed that the boat would not be pulled until the end of the season and stored at Moose Landing. On 9/16 I received a call from *** stating our boat did not need to be pulled due to the storm. My son showed up on 9/17 and found our $70,000 boat sitting on the gravel with a winterization tag on it. We were both upset and confused since all the other boats around us were in the water. I sent an email on 9/18 wanting an explanation.All ***** could say is that the owner of F-11 ask to have their boat pulled and winterized and I told him my boat is in F-26 so why did you pull my boat. He said on their chart my boat has always been in F-11. I told him NO, it has always been F-26 since we bought it and it says so on the service slips. Needless to say this went back and forth, and when my son bought the trailer and they moved the boat on it my son was checking to make sure everything was secure and noted they broke off a clip that secured the ****** and the radio k*** was on the floor. They also told me they did not have the spare key, When I got home, I received a call stating they had found the spare key but could not say where they found it. They pulled my boat out of the water without my permission and told me to go elsewhere. They broke the contract when this was stated. I am disputing part of the third quarter and all of the fourth quarter which is due in November.

  Customer response

  10/03/2023

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

  

  Business response

  10/19/2023

  The complaint filed by this customer came in response to our efforts to prepare our marina for Hurricane ***. As the storm approached our area, we had to make strategic decisions to protect our customers, their boats, our staff, and our facilities. We have over 200 boat slips at our marina, and all were full with customer vessels. Removing all those boats from the water and securing them on land takes an extraordinary amount of effort and coordination, especially when it needs to be done extremely quickly. 
  
  As forecasts about the track of the approaching hurricane shifted a bit, it was decided that not all boats in the marina would have to be removed, only ones that were most susceptible to the headwinds of the storm. Our crew was working hard to make the necessary arrangements. Unfortunately, there was some confusion in communicating with this customer about their vessel. Our General Manager had thought that their boat had not been pulled from their slip when in fact it had been. Understandably the customer was frustrated with the confusion. Our crew apologized profusely for the misunderstanding. After the initial discussion with the customer, their son came in shortly after and also complained to our crew about the issue. He was upset that their boat was not immediately returned to their slip the day after the storm passed. We tried to explain that it takes time to get all boats back in the water. We apologized again and assured him that we would get it in as soon as possible, but he escalated his behavior and began yelling at our staff. At that point, because his behavior was so aggressive and agitated, he was asked to leave the marina.  
  
  In the complaint, the customer stated that we removed their boat without their permission. However, it is clearly stated in section 4 of the Slip Contract Terms that our marina has the right to move a customer boat when deemed necessary in the case of extreme weather events. All customers sign off on this contract each year and we have a signed copy of this customers slip contract showing that they had agreed to those terms. The customer also included pictures of broken items. The radio k*** and the ****** bracket were not broken. They had simply slipped off so were easily just reattached. 
  
  While we understand the customers initial frustration with confusion about their vessel, we stand by our response to the situation. We apologized and had offered to do our best to get their boat back in the water as soon as possible. Were not perfect. Sometimes we make mistakes. When that happens, we do our best to fix the problem. We always work hard to treat our customers with respect and we ask that they do the same. We will not tolerate customers berating our staff. As to the November bill, we had already agreed to wave that since they decided to remove their boat from our marina and will now not be storing their boat with us this winter.

  Customer response

  10/19/2023

  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,

  Rose

   

  Good Evening

  I appreciate the response.  However, the information is false.  I was called on that Saturday and informed that our boat was not one of the boats that needed to be pulled to prepare for the storm.  When my son showed up to take the boat out after the storm he found it sitting on the gravel with a tag that read "winterize".  When I called to inquire I was told the boat was pulled because the owner requested it to be pulled and winterized and they stated I was the owner in slip E-11.  I informed them I did not request this and I have always been in slip F-26.  This was very frustrating and I became upset because there was no apology extended and the staff did not even offer an apology if it had happened to be their mistake.  The man kept insisting I was in slip E-11 according to their board.  I know what slip I have been in since I purchased the boat.  I understand the contract and that you have the right to pull the boat for safety purposes but not for mistakes as such.  I would have hated to see if my boat had already been winterized before my son showed up and discovered it was pulled in error.  This is just not a small mistake.  You also the k*** of the radio can be placed back on which is true but the bracket was obviously broken when you took the boat out because my son always has the canopy up and with this bracket broken it cannot be supported to stay up.  You also stated that you offered to waive the last installment for November in your response.  At no time did you state this, matter of fact the emails you sent me kept stating I still had to pay the last installment.  

  I would like to come to some type of agreement since the boat slip/storage was to be paid up until May 2024.  I appreciate you now offering to waive the last installment but I also would like to see the 3rd installment waived since it will not be store at your facility and I was not treated as a respectful customer.  The boat was transferred from your Marina on 9/22/2023.  I appreciate your time in this matter.

  Kindly *************************/*********************

  

  Business response

  11/03/2023

  The information in our response was not false. We did admit that there was confusion about pulling this customers boat. We were working very quickly to prepare for Hurricane *** and our staff made a mistake. We have over 200 boats in slips at our marina. We had a hurricane headed our way. We were working feverishly to pull as many boats as we could to protect customer vessels and our ********************** facilities.
  
  Once the error was brought to our attention and we fully understood what had happened, we did apologize. We communicated with both **** and **** multiple times both in person and in emails. Our Service Writers, our Service Manager, and our General Manager all communicated with them. In fact, I myself, the owner, also called and spoke to ************************* about the situation. We all apologized for the confusion and the disruption of their boating days. We agreed to waive their final quarterly payment and the ****** bracket and radio k*** that slipped off were put back in place, but they still were not satisfied. I welcome them to contact me directly. Im always open to working with our customers to try to meet their needs the best we can. I can be reached at *******************

  Customer response

  11/06/2023

  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.]

  I understand they were working feverishly to protect the customers' boats but the fact remains that I was contacted on that Saturday and informed that are boat was not in the danger zone and was not pulled.  When my son showed up on sunday to take the boat out it was on the gravel with a winterization tag.  I emailed the marina and called wanting to know why it was pulled and that I did not request for it to be pulled or winterized.  Staff did not apologize and as far as the owner, I had to email him with my concerns.  He offered to have a conversation via phone but I would rather communicate via email because what is being entered in this complaint by the business is false.  Again, the owner states he had a phone conversation with me and I never received a call from him.  I was told to take my boat elsewhere, which I did and I expect to be compensated.  The owner also states they put the bracket back on the ****** and they never did.  The 3rd payment should also be credited since the boat was pulled and ***** broke the contract once he stated we need to take our boat elsewhere.  
  The contract expiration date was 5/2024.
  
  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,

  Rose

   

   

*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. ↩