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:03/19/2025

  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.

  Fury canceled my reservation due to weather, and charged me $70 for it. Total scam! BUYER BEWAR.I paid for 8 people to parasail. We booked 2 golf carts with them, as well as intended to book the sunset cruise, and a parasail for a different day. Somehow a $392 reservation turned into a $498 charge. They would only refund me $429 of the fee they charged, when THEY canceled. They are unable to refund booking fees, or insurance charges under any circumstances, even if THEY cancel the reservation. Staff was also rude, the staff at the *************** were loudly cursing while we filled out our paperwork. There is a reason they have a million different shells, and locations for their services. I will be reporting them to the BBB, as well as using anyone else for my excursions in the future.

  Business Response

  Date: 03/21/2025

  Good Afternoon,

  This guest purchased reservation protection at the time of booking, online. This is a non-refundable fee. It is outlined twice, in the check out screen at *************** (see attached). The fee allows guests to reschedule or cancel up to 1 hour prior to the reservation departure. If the original tour cannot operate due to weather, guests are offered a chance to reschedule to another tour time or tour type.The reservation protection can be transferred to a new reservation, but cannot be refunded. This policy is outline in the email confirmation and prior to online check out.

  The request for the non-refundable policy purchased to be reversed was denied. **** offered to apply this policy to any new reservation made. The guest advised they planned to make another reservation, but only if the non-refundable fee was removed. They were advised that the policy can only be applied to a new reservation.
  

  Thank you,

  **** *.

  
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23088301
  
  I am rejecting this response because: we did not request cancelation protection knowingly, nor did WE need to use it. The business canceled our trip, we should be refunded in full, then decide if we are able or willing to rebook with them.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/26/2025

  Good Afternoon,

  Unfortunately, the weather did not allow Fury to safely operate your original tour time. Just like any other purchase protection, such as travel assurance, our Reservation Protection is 100% non-refundable. We always offer an opportunity to reschedule. The reservation protection would then apply to the rescheduled tour. The policy is clearly disclosed, at the time of purchase and in the confirmation emails. We never wish to cancel a trip, I can assure you that if the tour was cancelled it was strictly for the safety of you and our crew. We hope that you will reconsider rescheduling your tour.

   

  Warm Regards,

  Fury Management

  
  

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23088301
  
  I am rejecting this response because:

   

       I have no complaints with you canceling due to weather. Simply; you charged me $498 for the excursion, and refunded me $429 after YOU canceled.

       If you want to hide behind the fine print of non refunding an insurance I never utilized, then that's unfortunate. I booked a rental for 2 golf carts with your company that same day, clearly a mistake,  those fees could have been applied to that. Unsurprisingly the carts were subpar, and the staff was extremely rude as well as foul mouthed. I chose to go elsewhere for the duration of my vacation with my 8 guests including snorkeling, a sunset cruise, and parasailing. We will be returning again in September, as we often do. I will be booking with any other company then as well, and will be sure to compell others to do the same. 

  
  Sincerely,
  
  ******* ********

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

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

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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 booked a 90 min jet ski tour + 3 hour catamaran snorkeling trip for 7 people. We were told to arrive 30 min early to check in. We were told to plan 2-2.5 hours to drive to the destination. We rescheduled our 1st reservation due to weather and we were charged for that which we should not have been. On the 30th We left 4 hours before our check in time. We arrived in ******** an hour before our departure time, but could not find parking. I was speaking to someone and giving them updates RE our arrival time and parking situation. We had paid in full for the jet skis (and snorkeling trip) and I told them that even if we arrive late we still want to go knowing it would mean our trip would be shorter than 90 min. We were told by the girl on the phone that was ok. We paid to park in one lot that was full so I dropped off my husband to go check in and we paid another $50 to park. We were a group of 7 so traveling in 2 cars. FURY has at least 4 different booths. My brother and dad showed up on time at a booth but the man was very rude and told them it's the wrong spot. They paid for another parking lot and arrived. I stopped at the 1st Fury booth I saw and the guy wouldn't put his phone down to help me so I went to another booth (which was the wrong booth too). When we finally arrived at the correct booth 15 min late, they had re-rented our jet skis to a new crowd because we were late. I said we had already paid for those and that we were all here and she said now they don't have enough jet skis left for us!!!! Even though we'd been talking to them the whole trip. I asked for a refund and she refused. Not only did they keep our money but they sent others out on the skis we had paid for. She refused a refund. Everyone at all 4 booths that we talked to were rude, not helpful, and didn't care that our whole day was ruined! They knew this was a bucket list trip, knew it was a huge deal to us, and didn't care. We canceled our catamaran tour due to the way we were treated!

  Business Response

  Date: 01/02/2025

  Good Afternoon,
  
  This complaint is regarding traffic and parking. This party was provided with the correct and appropriate information verbally and in writing (documentation uploaded).
  
  Traffic on holidays can be heavy; traffic information was conveyed in the email requesting a reschedule (document uploaded). Average drive time was provided prior to booking (documentation confirming average drive time uploaded). This party was issued a courtesy reschedule within 24 hours of their original reservation. Fury has a 24 hour notice cancellation policy, bookings amended or cancelled within 24 hours of departure are non-refundable. The cancellation policy was provided in writing and verbally at the time of payment.
  
  When this party missed their revised reservation, the booking remained non-refundable. There were no additional availability to offer another reschedule. All of the correct information was provided regarding the check in address and time (documentation uploaded). The jet skis that were reserved were held at the correct address for this party. The incorrect address that they visited did not have the jet skis available to accommodate the group. We are very sorry that we could not accommodate the group, but their spots were held and remain non-refundable.
  
  Thank you,
  **** *.  
  Fury Management

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22758695
  
  I am rejecting this response because we were in direct contact with the employee at the correct location multiple times while we were on our way. We told her our situation and explained that although we knew we were going to be a few minutes late, we still wanted to go and would just take a shorter ride. She said that was ok. When we did arrive only a few minutes late she informed us that they had rented out jet skis to another group. We were there and watched the other group load onto our jet skis! They knew our ***, they knew we were coming, they knew we were ok with a shorter ride (we rented them for 90 min and could have easily still had a 69 min ride. We spoke at least 4 times while we continually looked for parking. We were in town on time and dropped off a person from our group on time while the rest of us looked for parking. Simce this was prepaid in full and we'd booked another 2 adventures with your company, the right thing would have been to not rent them to another group and let us take a shorter ride. 

  This was a bucket list trip. This was the most e pensive thing we planned and were all looking forward to it.

  We canceled our snorkel tour because of how poorly the staff treated us. Most of them were extremely rude and one wouldn't even put his cell phone down to talk to us. 

  If you're a giid person, the right thing would be to refund us. We were there and wanted to go on a shorter ride but werent about to because they chose to rent them to someone else! You did not lose money, we did. You ruined our only excusrsion that we drove 3 hpurs to get to, paid $80 in parking x 2 cars and devestated the kids. 

   

  I'm a reasonable business person and understand your policies, but we showed up and wanted to go. 

  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 01/17/2025

  Good Afternoon,

  We are very sorry about any confusion regarding the check in time and location. The boarding times are clearly outlined in the documentation previously provided. Per your own admission, you did not arrive prior to boarding. We will always attempt to accommodate guests, but cannot hold a public tour. Unfortunately, there were no additional vacancies to offer a reschedule.

  This reservation is not eligible for any refund.
  

   

• Initial Complaint

  Date:02/20/2024

  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.

  We had booked a Jetski adventure for 02/19/24 Booking #*********.We had called in the morning to ask if the activity would still take place despite the weather being windy.The waters were very choppy and despite following the instructions to keep it at a higher speed, it was difficult to control as waves were hitting sideways. Eventually I fell in water and we decided to cut the trip short at that point. I was okay and instructor helped me get back up, I rode back with **** the instructor and sitting behind him the ride was not exponentially smoother either.We had also a snorkeling experience booked for later in the day and were given the option to cancel because of the weather.Why were we not given the option to cancel the jetski tour for the same reason? The situation was very less than ideal in hindsight. Although **** made us feel like may be the experience was not for us but I'd say that had there been a larger group, I bet more than half would return midway in those conditions.The wind speed was between 13mph to 16 mph while we were on water.Please do let me know what wind speed do you consider is safe/enjoyable for jet skiing.

  Business Response

  Date: 03/20/2024

  Hello, *******. We regret that you did not enjoy your time out on the water with us. There are many different factors that go into canceling a Jet Ski tour besides wind speed; wind direction and tide also play a factor. All Jet Ski Tours stay close to shore at all times and around 25 mph would be the cut off wind speed for Jet Skiing. On the date of your tour, we safely ran jet ski tours throughout the day.  
  Our reef snorkel tours go 7 miles off shore where the conditions are entirely different. The Jet Ski Tour stays close to shore at all times. This is why you were offered a chance to reschedule or cancel snorkeling. You chose to cancel your snorkeling reservation which was fully refunded. 
  

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21321739
  
  I am rejecting this response because:

  After you said about the 25 mph wind speed, I looked up some videos where people were jet skiing in heavy winds close to 25mph. 

  First of all, none of them were tandem, which was our case. And all of those people who were riding jet skiis in that kind of winds were driving standing, which neither we were instructed to do, nor we would have been comfortable doing given this was our first outing.

  Secondly, the weather got better later that day so there might have been some successful outings but you guys were definitely not heavily booked that day because we were there and we saw no bookings except ours at least until 2:00 pm.

  I will firmly believe that if you send out 10 groups of 2 on jet skiis in the same conditions as us, at least 5 of them would return. 

  If you still think driving a jet ski into 25mph winds with a rider on the back on the first visit out in the water would be safe and fun, you can close this. Because there is no point arguing. It's like saying driving on an F1 track on those speeds is completely fine as long as there are no more than 10 potholes within every mile. No one's going to die in those conditions, but no one's going to have any fun either.

  I am not happy with my experience.

  Sincerely,
  
  *************************