Complaints

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested a cancellation because I sold my boat. I paid $200 for a year subscription on June 30th. I just wanted a prorated refund. I was told that I was notified that they no longer refund. I would only have 30 days. I NEVER was notified via mail or email of any change. They claim they updated their towing policies as of 2020. I am on auto renew. I will be more than happy to back off if they can show me proof they emailed or mailed me of this policy change. Until then I want my prorated refund. Its 60 days since I renewed. Not 6 months. Date/Time of Submission 8/31/2023 1:01:50 PM Member Number******** Name ******* ******* Email ******************************* Subject Cancellation Message Body I would like to cancel my membership and get a refund for unused balance We sold the boat

  Business response

  09/20/2023

  September 20, 2023

  Dear Dispute Resolution Team,
  

  We reviewed the request from ******* ******* for a refund on September 14th and our customer service manager reached out to make an exception to our policy and issue a partial refund for $145.83. *** ******* was pleased with the outcome and the refund has been issued to her credit card.
  

  If any additional information is needed, please contact me.
  

  Sincerely

  Director of Membership, BoatUS
  

  Customer response

  10/01/2023

  Thank you for resolving 

  Geico sent me a prorated refund
  

  thanks 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was complaining about their customer service and how they failed to link my account number to my actual account. A customer service manager called me back to sort out the payment. His name was *****************************. He was very rude on the phone and unprofessional when I was asking about the services that were included with the towing packages. He ended up stating that they would not insure me or my yacht after I asked a question about a scenario. He accused me of being a schemer and said I will not let you purchase Boat US insurance. What a joke, I asked for his last name and he said he didn't have to give it to me. I am completely unsatisfied with the service from Boat US and have purchased a different tow insurance. I am also waiting on $175 return. $99 return and $200 return. After I got off the phone with ***************************** I called to set up a package only to find out that he must have black balled me in the system.

  Business response

  06/02/2023

  June 2nd, 2023

  To Whom It May Concern:
  

  We are in receipt of the complaint (# 20021358) submitted by *** ******* concerning our customer service and linking his account numbers. Please let this letter serve as a response to the complaint against our company.

  During our attempt to reconcile the payments / customer service issues for *** *******, we learned that his vessel was potentially non-operative. Our towing service agreement specifically excludes a vessel that is disabled because of pre-existing conditions. Based on the information provided, the decision was made to cancel all Memberships and to fully refund *** *******. *** ******* was notified by our Customer Care Manager, ****** ********.
  

  *** ******* was refunded the total amount of $324 ($25 paid on 03/29, $99 paid on 04/28 and $200 paid on 05/10). The refund was issued to his credit card account in two separate transactions (ref # ******** [$124 on 05/08] and ref # 21071291 [$200 on 05/10]). *** ******* reached out to us inquiring about his refund via social media. We responded to both inquiries with the same information provided above.
  

  Please feel free to contact me directly should you have any questions.

  Sincerely,

  Manager, Boat Operations

  BoatU.S.

*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. ↩