Complaints

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.

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We rented an E Boat for Saturday August 6, 2022, from 1pm until 3pm. We arrived, as 2 adults, with our son and a friend and our daughter (minors). After a brief tutorial from the gentlemen on the dock, my husband proceeded to take us out for our two hour trip as our captain. For the entirety of our experience with this boat, we were terrified. The steering was not operating properly and we had many near misses with other boats, the bridge, buoys, etc. We could not go but at a snails pace due to my husbands need to be extremely cautious and apologetic to other boats around us. We called in, from just beyond the bridge, and were told to bring the boat back in. We did so, although it took an equally long time, again, due to the inoperable nature of the boat and my husbands constant steering corrections to avoid hitting anyone or anything. Upon return, a dock attendant jumped in and, with us still in the boat, took the boat out off the dock and for a quick, spin in front of the area. He claimed there was no issue and that my husband wasnt driving the boat properly and it took a lot of practice to operate that particular boat (remember we had the boat rented for only 2 hours). We were offered another boat, but even our 17 year old boys were insistent that we not attempt another ride due to how unpleasant and scary the experience had been. We were told we would be issued a voucher to use in the future. Immediately, upon exiting the dock, my husband and I agreed that we would never use the voucher after our awful experience for the sake of the safety of our children and so I proceeded to the office where we checked in. I was met by *******, of whom I told I wanted a full refund in light of circumstance, rather than a voucher, for obvious reasons etc. She promised a call by Monday 8/8/22 after speaking to the owner. That never happened. I called Thursday 8/11/22 and left a message. We now have a $150 refund on $393 that was paid. We are demanding the rest of our $.

  Business Response

  Date: 08/22/2022

  The company has done everything to try and satisfy *************************. She has since been fully refunded.

  
  In regards to the boat, there was nothing mechanically wrong with it and our dock hands and maintenance team did everything we could to try and help them maneuver the boat. We did a full inspection of the boat, and there have been no other issues with it nor any other complaints. Unfortunately, the **** family did not know how to drive the vessel. Our company would never send out a boat that would be a danger to our customers nor other guests of the ************* Harbor.
  

  Customer Answer

  Date: 08/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
    We appreciate the response to the compliant, however, please be aware that when we returned the boat to the dock, your employee DID make modifications to the steering, after telling my husband not to, and I can only assume that corrected the problem. We would suggest that you check these types of things BEFORE sending a family out with you boat, as it did pose a danger to us and I am positive that the same would have happened to anyone else. Thank you. 
  

• Initial Complaint

  Date:08/08/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On July 19th, I rented a ***** boat for 2 hours from EB Rentals. There was a damage to the canopy pole while in our possession. I signed a damage report for $2650 with the manager, *******. He evaluated the boat and told us that the repair cost could be $2650 or less but no more than that. The next morning I received notification from **************** that there was a charge of $14,680.60 on my card from EB Rental!!! I called EB Rental to get clarification, however the owner was not available to take my call. When I didnt receive a response, I drove there. The owner, ***** told me that the boat was shot; that its a $50k boat and it will cost $15k to repair and there is NOTHING he could do. Later that day, I went back to take further photos of the damages but the boat was out with other customers. How can a boat with almost $14,680.60 in damages, as ***** claims, be safe and operable. Something didnt seem right to me. I called another shipyard in ************* to get a second opinion. **** at ******************** said that EB Rental is trying to pull a fast one on me and the boat isnt even worth that much. He was nice enough to take ****** number to call him and tell him not to take advantage of us. After **** called him, ***** credited my account $7800. I then, asked ***** to send me a copy of the contract and I couldnt believe what he sent. He falsified the damage report!! Luckily, I had taken a picture of what I signed which is date and time stamped. ***** ********* the executed damage report to $15,000!!! I dont believe he realized I had a picture of it. See attached copy of what I signed and the falsified document he sent to me.***** at EB RENTALS is overcharging me and trying take advantage of us women. I dont believe Im responsible for more than $2650 per the signed and executed damage report. I want to make sure that his negligence and unethical way of doing business does not happen to another tourist and ruin their vacation as it did mine.