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Business Profile

Marina

Egan Marine Houseboat Rentals Ltd.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:29/09/2024

    Type:Order 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.
    Due to situations beyond my control I emailed **** (mid-May 2024) to cancel a reservationfor a week rental with **** (June 2024). I offered to pay fines associated with this act. The manager appeared to emphasize with my stress level, then offered on her own accord. to "take the reservation off the schedule and to call them back when I was ready to rebook". Shortly there after that's what we did and chose the first week of October 2024. However, the situation at home grew worse so in July 2024 I emailed to cancel altogether. At this time the manager informed me that I would not get a refund of any kind. I informed her I was well ahead of the 30/14 days cancellation periods. I explain the increase of traumatic events. My lawyer even interpreted the emails since the first booking and the contract and sent them an email politely saying that $100 is what is due only and the rest should be refunded. That email went ignored completely. **** Said the first attempt of cancellation negated my right to any refund at all, and would not budge. (stress elements death of mother, executor of Will bailed, vicious cyber attack involving financial loss and ongoing digital harassment including lots of files, no entry to apps and programs, destruction of a MacBook iPad and desktop, six robberies including one in-home while I was present, identity theft of both my mother and I)Note that in 2022 we went out for a week on 32 foot boat of theirs. It was a disaster. Boat wouldn't steer properly as the siege was taken off the electrical system went out for over 26 hours. The boat interior was disgustingly dirty I chose to clean it myself as I needed a holiday badly. There were no fenders whatsoever on the boat I make a pair from plastic snow fence I brought along to contain my dog. With no power we had no stationary lights or running lights. This violated several Tansport Canada legislations.

    Business Response

    Date: 11/10/2024

    ******** ******* e-mailed within 14 days of her rental in May, to inform us that she would be unable to attend due to the death of her Mother. According to our cancellation policy, cancelling at this time would result in a total loss of costs paid or we offered her the option to move her rental to other available dates in our 2024 season, at no additional charge. According to our cancellation policy, this should have been a $500.00 fee. She moved her reservation to October. In August she inquired about fully cancelling her reservation and was informed that if she chose to cancel her reservation, there would be no refund provided. She informed us that she was unhappy with our stance on the situation and that she would not be attending her reservation. This resulted in the loss of rental for both timeframes that she was booked for. 

    Customer Answer

    Date: 16/10/2024

     
    Complaint: 22356849

    I am rejecting this response because:

    I offered to pay the fee, please see attached. They told me they take it off the schedule and let me change the date So I did offer to pay the fee, and it wasn't within the 14 days it was exactly on the morning of the 14th day my reservation Started at 6 PM not when I sent that cancellation for starters. Second of all I wanted to cancel not rebook as stated in the email that I sent them on May 10 2024, however that comment she made in the response email about taking me off the schedule and let her know when I'm ready to rebook which did not mention anything about me offering to pay the fee or needing to pay a fee or if he whatsoever about the contract cancellation at that time.
    Sincerely,

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

Egan Marine Houseboat Rentals Ltd. is NOT a BBB Accredited Business.

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