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:10/01/2024

  Type:Service or Repair 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.

  - we didn't get our 3000 euro deposit back, despite returning the boat in better condition than we received it - furling mainsail got stuck (jammed when opening). We had trouble bringing the sail back in. This could have been a big safety issue! We were not able to use the main sail all trip which hugely impacted the purpose of our sailing trip (we were wanting to sail this trip). Going back to port cost us 1/2 a day on our first day.- no measurement markings on anchor chain (we had to estimate). The anchor dragged at one daytime stop... not surprising if you don't know how much chain you've put out!- clog in front holding tank. Boat smelled like a sewer for 2 days. We lost 3 hours trying to unclog the holding tank ourselves on a dingy with makeshift tools. 2 people got forced to miss a day going to port to fix. The couple in the starboard forward cabin had to sleep in the salon because the smell was so bad. The table in the salon didn't convert to a bed as advertised so the couple was forced to sleep on the small benches.- front hatch (port cabin) leaked on ******************. The bed got soaked. We had to launder the bedding (it took 3 hours at the laundromat).- kitchen sink clogged. We unclogged ourselves (took 2 hours)- dirty towels left in the front port cabin, dirty sheets in other cabins.- not enough blankets, and most blankets don't cover a person head to toes (we were cold on some nights)I really couldn't imagine a worse ************* recommendation is to avoid Yachtico if possible. Find a reputable charter company at your travel destination and cut out this useless (unsafe) middleman.

  Business Response

  Date: 10/01/2024

  Good Morning Lynedra,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation regarding this customer's claims against **********************
  
  1. It appears the customer has been leaving negative reviews across various platforms (BBB, TripAdvisor, etc.) with the intent of seeking additional compensation after completing his yacht charter vacation. It is important to note that during a phone conversation, the customer expressed that he had "...a great time" on his trip. Furthermore, he received assistance from a technician on-site during the charter.
  
  2. Please find attached our correspondence with the customer, where we made multiple efforts, including several phone calls, to provide him with the necessary support and information throughout the process.
  
  3. The customer has already received confirmation, as outlined in his own email, that the deposit (a hold placed on his credit card) will be released.
  
  4. It is important to highlight that the maintenance and condition of the yacht fall under the responsibility of the local charter company with whom the customer signed the charter contract. The local company addressed several maintenance issues and additionally offered the customer a compensation of USD 550.
  
  5. The customer initially presented himself as an experienced yacht charter captain, but upon further review, it became clear that this was not the case.
  
  6. Lastly, we understand the customer is being pressured by his party to aggressively pursue additional compensation from Yachtico. However, after reviewing the circumstances, we have declined this request as we do not believe there was any wrongdoing on our part, a sentiment that the customer had previously acknowledged.
  

  7. In addition to all that we provided the exact company name, address, email, phone, local person in charge for the company he signed his charter contract with (again).  

  
  We remain committed to addressing any legitimate concerns and providing a high level of service to our customers, but in this case, we believe the situation has been handled fairly and appropriately.

  Please let me know what you would recommend.

  Thank you
  Best regards,  
  *******
  Yachtico Inc.

  Customer Answer

  Date: 10/03/2024

  Here are responses to ********* response:
  
  1. It appears the customer has been leaving negative reviews across various platforms (BBB, TripAdvisor, etc.) with the intent of seeking additional compensation after completing his yacht charter vacation. It is important to note that during a phone conversation, the customer expressed that he had "...a great time" on his trip. Furthermore, he received assistance from a technician on-site during the charter.
  
  We had a good time because we were in ******** for a week, not because of anything to do with the boat.  Our experience with this charter was hellish.  This comment was taken out of context and used against me.
  
  2. Please find attached our correspondence with the customer, where we made multiple efforts, including several phone calls, to provide him with the necessary support and information throughout the process.
  
  We managed to reach Yachtico over the phone once (out of several dozen calls).  However, they have been somewhat responsive over email (usually responding within a few business days).
  
  3. The customer has already received confirmation, as outlined in his own email, that the deposit (a hold placed on his credit card) will be released.
  
  The $3000 deposit still hasn't been received yet (now 9 business days after the charter ended).  We do not trust the charter operator and don't trust he will follow through with this.  We have started a police report and credit card dispute.  This dispute will be kept open until we receive our deposit back.
  
  4. It is important to highlight that the maintenance and condition of the yacht fall under the responsibility of the local charter company with whom the customer signed the charter contract. The local company addressed several maintenance issues and additionally offered the customer a compensation of USD 550.
  

  No compensation has been received from the company for the maintenance issues.  They addressesed the maintenance issues during the trip, but we were required to travel to port (a significant detour).
  
  5. The customer initially presented himself as an experienced yacht charter captain, but upon further review, it became clear that this was not the case.
  
  This is not true.
  
  As a dighy sailor:
  - CYA Silver VI certification
  - 3 years on the ************************************
  - 3 ******* as an instructor for adults and children
  As a Yacht captain:
  - Parents have had a boat since 2004
  - CYA intermediate crusing obtained in 2015 (this was the certification required for bareboat charter in ****** at the time)
  - Several dozen trips as sole skipper in the ***************** (mainly on my parent's Jenneau 36) since obtaining CYA intermediate crusing 
  - flawless charter experience in ******* (through Yachtico) in 2022 on Jenneau 39'
  
  6. Lastly, we understand the customer is being pressured by his party to aggressively pursue additional compensation from Yachtico. However, after reviewing the circumstances, we have declined this request as we do not believe there was any wrongdoing on our part, a sentiment that the customer had previously acknowledged.

  We are very unhappy with the way this charter went.  We agree that Yachtico wasn't directly responsible in any wrongdoing, but the group (mainly those who had to deal with the sewer smell in their cabin) are asking for $1000 euro compensation.  We were asked by the charter operator to persue compensation from Yachtico because of exorbanent fees for the extras.  We were charged $800 USD for the extras, and the charter operator only received ~$300 USD.  The charter operator is upset that he isn't receiving funds for fees paid.  Furthermore, although Yachtico is not directly responsible for any wrongdoing, we feel some responsibility fall of them (as a 3rd party broker) for providing and unsafe boat that smelt like a sewer for 2 days... Not enough due dilligence was performed in selecting this operator/boat.
  
  7. In addition to all that we provided the exact company name, address, email, phone, local person in charge for the company he signed his charter contract with (again).
  
  Yes, and thanks again for providing this information.  Appologies, we did not keep a copy of the contract (this was our mistake).

  Business Response

  Date: 10/28/2024

  Dear Lynedra, 

  as discussed on the phone my understanding was that you are going to close this case, because there is not really a case with Yachtico Inc. as per the customer's comments. 

  Please let me know. 

  Thank you for taking care of it.

  KR, ******* ******

  CEO YACHTICO