ComplaintsforOuter Island Excursions, Inc.

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ** (spl?) was the most unprofessional human I have ever attempted to do business with. I booked tickets for my family to go whale watching (first time for all of my family members except myself), and shortly after my brother-in-law tested positive for COVID. Out of an abundance of caution we called to cancelled all of our tickets (an hour after booking them), in case any one of us were also potentially positive or exposed, even though we were very excited to go. Rather than refund our tickets and thank us for not exposing crew and other passengers, ** choose to be rude, passive aggressive, condescending, and incredibly unprofessional. To cap it off, he said not only would he not refund our tickets, he would also call the police if any member of our party attempted to come onto their property and attend the trip or speak to them, since I told them a family member had tested positive. I felt like I was speaking with an arrogant teenager rather than a representative of a company, when attempting to have a civil conversation about options. In the end I have no refund at this point, even though his site showed that he was able to sell all available tickets in full for the day/time I had booked. So he essentially got paid for 5 additional tickets, on top of those for a full boat. I would have loved to work something out with this business or feel appreciated that I made a decision to keep people safe (including their staff), but rather I was left feeling very disappointed, offended, and taken advantage of by a company I was supporting. What a shame, I expected better from a place I visit regularly. Its important that I share this with other potential customers however, so people can understand just how poorly ** handled this experience and how terrible he made me feel, to hopefully prevent similar circumstances for their trip. I hope this doesnt happen to anyone else however. And I hope ** can read this and take an honest look at his behavior and actions

  Business response

  09/05/2022

  This statement is simply untrue.

  We offered to attempt to resell the tickets purchased by this group.

  2 were resold and 4 were not resold.

  2 have been refunded as promissed. The other tickets would have been allowed to have been rescheduled. Unfortunately this is not possible now. The group threatened to come to the location after being exposed to covid.

   

  In additional to this and they called multiple times. The original ***** stated all people had been potentially exposed and a second caller claimed thus was not true and some had not. It seems clear the party was either ysing covid as a fabrication or was willing to lie and state they had not been exposed when they in fact had. We decided it was safest not not allow them on the vessel. 

  We have refunded to the 2 tickets as per the policy they agreed to at time of purchase. I agree thisbwas an unfortunate event. We wish it would have gone differently.  I will say that it is strange to buy tickets for an event and then 90 minutes later state you have covid. Also seems potentially not true. If it is true then clearly very unlucky. With a more patient and respectful tone they would have all been on the boat a different day.

   

  Hope everyone is safe and healthy.

  Outer Island

  Customer response

  09/05/2022

   
  Complaint: 17919061
  
  I am rejecting this response because:this is a version of events from the business perspective. I would be happy to show you the positive Covid test if you would like to feel assured that we were not intact lying as accusers multiple times by the person I was speaking with. Several of my family members were not in first contact with my brother-in-law, however as I stated to ** on the phone (which he is well aware of this whether he wants to admit to it or not), that I cancelled the trip for 2 reasons; 1) to be abundantly cautious with not getting anyone potentially exposed to COVID; 2) as a courtesy to my brother-in-law, we didnt want to go without him and make him stay home by himself sick. We in fact would have gone another day, however ** was preoccupied with insisting that I admit I was lying, rather than have a civil discourse and resolution. So forgive me if I feel your statements are very hollow and without merit, because there was no attempt to be understanding, compassionate, and professional on the phone, by **/the business. It is clear he is driven by being right rather than doing the right thing. It is clear the business is much more interested in their story, rather than potentially admitting that they did not handle the situation in a professional matter. Thats too bad the them if thats the case. I will continue to pursue my refund in this matter, with or without their assistance. As I told ** serval times, I would prefer to resolve this with the business, but again, all he focused on was vindication of somehow proving that someone from my party was lying, which is not professional for a business to do (assume/accuse their customers of lying), and passive aggressively be condescending and smug rather than work towards a solution. Thats a very strange priority for a business, rather than safety. I was told 1 adult ticket was resold, and 1 infant ticket. I purchased 5 adult tickets and 1 infant. Their website showed all tickets had sold. So whos lying now? What a shame. 

  
  Sincerely,
  
  ****************

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