Complaints

This profile includes complaints for Scuba Works's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Scuba Works

  Jupiter, FL 33477-5978

• 

  Scuba Works

  186 Soriano Dr Jupiter, FL 33458-8741

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:09/25/2023

  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.

  Hi We had an important security issue with the following company: RE: H3333303333373733**35H **************************************************** Phone: ************ Website: *************************************** Transaction Date: 8/18/2023 Amount Paid: 400 Payment Method: Credit Card Please find below some notes: 1. We are two experienced divers from *****. We have more than 100 dives in ***** and abroad. We are diving since 2012, we are rescue divers and have never ever had a problem like the one being shared. 2. We asked for a private guide and booked it: Booking ID #********* 3. When we arrived to H3333303333373733**35H&#**; shop, we were told we will have no private guide. They referred there will be a guide in the water for the entire group 4. Diving briefing was provided in both english and spanish. Oral (no use of pictures, photos and/or white boards). 5. Diving securty instructions were focused on three things: dive time, air presure and no-deco time. NO reference on how we should share with the guide any problem or the tank pressure (common across the ******* 6. We specifically asked to dive with the guide. 7. Once we jumped into the water we followed the guide (w/ zero visibility). 8. We lost here in 1 sec and we started flashing our torches 360 degrees. 9. THE GUIDE DID NOT CAME BACK. 10. We were 60 feet depth without knowing where to go or if we should wait, we waited 5-6 min flashing our torches. 11. We followed 3 divers we did not know before (they were not expecting to be diving with us, we have not agreed where should we go or how to communicate between us). 12. 25 min later we (just the 2 of us) started our way back to the surface. 13. Due to the lack of confidence in the guide (and the crew/staff), we decided to skip the second diving session. 14. We were told it was our responsibility to follow the guide. We were told the guide was not a dive master. We were told the briefing instructions should be reviewed in the future. We were told that a partial refund might be possible and they will contact us by email. 15. The staff (one man with ***** and one old lady) apologized for the "bad experience" we had. 16. Two days (and 2 emails) w/o news from their side ... finally the owner tells us we are liars and threatens to call the police if we go to her shop again. Embarrising situation. I (we) have been very polite, respectfull and comprehensive. I can understand the visibility was not perfect and there was no intention to leave us alone. But we have never ever went through that w/o a guide (as we asked from the very beginning), it was not our intention to dive ALONE.

  Business Response

  Date: 10/04/2023

  Subject: Response to Customer Complaint (Case #*********
  Dear ****** C,
  I hope this message finds you well. I am writing to address a complaint filed against Scuba Works, regarding an experience on 8/18/2023 at 8am. I appreciate the opportunity to present our account of events.
  The customer booked a private dive on 7/2/2023. We reached out the following day to inquire about their preferences for a private guide. Despite acknowledging our message, the customer did not respond. On the day of the dive, we offered them the choice between securing a last-minute private guide or staying with the general guide on our boat, ********. The customer opted for the latter, and we refunded the private guide fee accordingly.
  
  As for the role of our guides, we make it explicitly clearin both English and Spanishthat they serve as in-water guides rather than divemasters. It's important to note that the primary language of business and instruction in our geographic area is English. On this particular dive, we went above and beyond by having a bilingual guide onboard, an accommodation that is rarely, if ever, offered by other local dive boats. The guide repeated the dive briefing in Spanish, offering an extra layer of understanding and comfort for Spanish-speaking customers.
  
  On the day of the dive, the water conditions were actually quite favorable after the customers decended through a murky upper water column. Once divers reached the bottom, visibility was between 30 and 40 feet, contributing to an excellent diving experience for most of our customers. The customer initially followed the guide while there was about ***** foot of visibility, but within minutes opted not to, or possibly, didnt pay attention (a very experienced diver as they claim would have no issue staying with a guide within ***** feet as per the visibility) resulting in their separation.
  
  Feedback from other customers onboard that day was overwhelmingly positive, both regarding the dive conditions and the briefing. Our staff are well-trained to handle complaints professionally, which they did when the customer returned to our store post-dive. Although the customer spoke to our staff, there was no indication to me that they expected an email or a refund before leaving. Company policy dictates that staff are not authorized to issue refunds; that falls under managerial jurisdiction.
  
  Our company does have a flexible approach towards offering refunds under reasonable circumstances. However, given the dishonest nature of the customer's complaints and their aggressive behavior, we believe that issuing a refund would not only undermine our staff but also set a dangerous precedent.
  
  In light of all the evidence and corroborated testimonies, we firmly believe that our team acted responsibly and professionally throughout this incident. Therefore, we kindly request that the complaint be dismissed, as we have every reason to believe it is unjustified.
  
  Thank you for your time and attention. We look forward to your decision.
  
  Warm regards,
  *********************, ********** ******************************

  Business Response

  Date: 10/04/2023

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

  Please note, there have been 4 ownership changes since ********************* was an owner.  I am the current owner.  My name is **********************  Our email, address and phone number remain the same.  Please let me know if there is any additional information I need to provide to the BBB regarding ownership.  Thank you for your time.

   

  Warm regards,

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

  Scuba Works

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

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

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

  Business Response

  Date: 10/04/2023

  Subject: Response to Customer Complaint (Case #*********
  Dear ****** C,
  I hope this message finds you well. I am writing to address a complaint filed against **********************, regarding an experience on 8/18/2023 at 8am. I appreciate the opportunity to present our account of events.
  The customer booked a private dive on 7/2/2023. We reached out the following day to inquire about their preferences for a private guide. Despite acknowledging our message, the customer did not respond. On the day of the dive, we offered them the choice between securing a last-minute private guide or staying with the general guide on our boat, ********. The customer opted for the latter, and we refunded the private guide fee accordingly.
  
  As for the role of our guides, we make it explicitly clearin both English and Spanishthat they serve as in-water guides rather than divemasters. It's important to note that the primary language of business and instruction in our geographic area is English. On this particular dive, we went above and beyond by having a bilingual guide onboard, an accommodation that is rarely, if ever, offered by other local dive boats. The guide repeated the dive briefing in Spanish, offering an extra layer of understanding and comfort for Spanish-speaking customers.
  
  On the day of the dive, the water conditions were actually quite favorable after the customers decended through a murky upper water column. Once divers reached the bottom, visibility was between 30 and 40 feet, contributing to an excellent diving experience for most of our customers. The customer initially followed the guide while there was about ***** foot of visibility, but within minutes opted not to, or possibly, didnt pay attention (a very experienced diver as they claim would have no issue staying with a guide within ***** feet as per the visibility) resulting in their separation.
  
  Feedback from other customers onboard that day was overwhelmingly positive, both regarding the dive conditions and the briefing. Our staff are well-trained to handle complaints professionally, which they did when the customer returned to our store post-dive. Although the customer spoke to our staff, there was no indication to me that they expected an email or a refund before leaving. Company policy dictates that staff are not authorized to issue refunds; that falls under managerial jurisdiction.
  
  Our company does have a flexible approach towards offering refunds under reasonable circumstances. However, given the dishonest nature of the customer's complaints and their aggressive behavior, we believe that issuing a refund would not only undermine our staff but also set a dangerous precedent.
  
  In light of all the evidence and corroborated testimonies, we firmly believe that our team acted responsibly and professionally throughout this incident. Therefore, we kindly request that the complaint be dismissed, as we have every reason to believe it is unjustified.
  
  Thank you for your time and attention. We look forward to your decision.
  
  Warm regards,
  *********************, ********** **********************