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Business Profile

Marina

Hurst Marina
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:20/07/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In the past month, I paid for services quoted but not rendered at my request. This resulted in a credit of roughly $1,400.00. I the intended to keep that credit on file, but given the noticeable poor workmanship and very poor customer service, I have now asked three times for the overpaid money to be credited to my credit card, which they have on file. The reason is that I do not intend to go back to this supplier ever again to service this boat nor any other I may own. I want my money back.

    Business Response

    Date: 23/08/2022

    Please find below our response regarding Mr. **** *********'s complaint.  As per his request, his credit was refunded.

    Response regarding Mr. *********'s complaint # ********

    We were very surprised that the customer filed a complaint as our service writer was in communication with him and was following up on the emails that he had sent over the weekend.

    The credit was for services that the client had paid for and then decided to wait until he brought the boat back in the fall to have the work performed.   In addition to requesting a refund, the customer was in contact about some additional issues he was having and about us sending our mobile technician to his location.  Our service writer was trying to figure out the best way to assist him and requested more information.  Unfortunately, our service writer was off sick when a couple of the emails came in and was unable to respond to his email and request immediately.    The refund was processed first thing upon her return. 

    When we notified Mr. ********* that the refund was processed, we again asked him for details as to what issues he is experiencing but have not had a reply.     

    We are very sorry to hear that his experience has left him feeling disappointed. We truly do have an amazing team here at Hurst Marina and we stand behind the work that we perform.  Unfortunately, we are extremely short staffed and as a result we have had some delays in responding.

    We will review our interactions with this customer as we do with all of our clients in a continuing effort to improve our customer service.


    Please let me know if you require any further information.
    Regards
    ****

    **** ***** **** *** ***** ****** ************ *** *** **** ************

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