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:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchased a year-long subscription for this service ( $199) to assist me if I am stranded at sea and or by water at any time.
  I called for service on Wednesday morning September 28, 2022, and was told all boats were out of the water due to "the storm". At the time, there was no adverse weather in the area and no pending storms until 48 hours or more later.
  I was stranded with no help from the company and no suggested resolution. I have requested a refund for the subscription on three occasions with no contact from the company.
  I am seeking a refund to find a service that will work as promised and described. Thank you.

  Business Response

  Date: 10/12/2022

  This call was not received by Sea Tow *** *********. It appears he may have been in ************* ** which is covered by another Sea Tow franchise.

  Customer Answer

  Date: 10/13/2022

  Hi,

  The only physical address I can find is :

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

  I was told by the business that the store number is *** and the phone number is ************

   

  I am attaching the receipt where I was billed. I called the toll free service number that was given to me by Seatow to request a refund. They cancelled my membership and did not provide a refund even though I have not received services and was denied service when stranded hence the purpose of the membership. There are no other benefits to me other than the tow service which was denied to me. 

  I was told that they would not refund the money paid even though no service was provided. 

  Thank you for your help,

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

  Business Response

  Date: 10/24/2022

  Hi ********!   I apologize, but the first email you sent must have gone into my spam folder, so I did not see it.  I can easily explain Mr. ******* issue.  
   
  1. Mr. ***** is incorrect in stating that we have cancelled his membership with Sea Tow.  He has an active membership that expires *******.  If he needs assistance on the water, we will provide it for free until his expiration date.
  2. Mr. ***** was upset regarding the fact that he needed a tow for his boat the day before a hurricane was to hit Florida, specifically the ************ area.  Our tow boats were pulled out of the water just before Mr. ***** called, and we did not have any way to respond to him.  The marinas were closed also.  We suggested he contact the Coast Guard, although we knew they had already pulled their boats too, but may have some insight on another government agency that may be able to assist him.  On our recorded phone call, Mr. ***** stated he would call the Coast Guard and a phone number was provided to him.
  3. Mr. ***** is not eligible for a refund after the first 30 days of being a Sea Tow member, as it states in our membership guidelines. 
   
  All this information was explained to Mr. ***** when he called our corporate office (not our local office in ************) to request a refund because of non-service.   Unfortunately, there were special circumstances that prevented us from helping Mr. ***** in this instance.  Otherwise, we are 24/7 and are fully operating any other time.
   
  Thank you,
  ******** ****, Co-Owner
  Sea Tow ************
  

  
  

  Customer Answer

  Date: 10/30/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because:

  I do not have access to any account online and when I try to access said account, it states user not found. At this time, I remain paying for a service that I do not have access to. Why am I paying for a service that I do not have access to? 

  
  
  

  Regards,

  
  

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

  
  
  

  
  

  
  

  
  
  

  Business Response

  Date: 11/01/2022

  Mr. ***** has an active membership number of ******* expiration ******* on a 26' Sea Ray.  If he is having issues signing onto his account, he would need to call our corporate office at ************** to correct any issues he may be having with access to his membership on the ********** website.  

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

  Sea Tow ************