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:05/20/2025

  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 purchased two tickets via phone call on 5-17-25 to take a sunset cruise on 5-18-25 at 6:16 pm, I gave my credit card number over the phone to pay $140 and confirmed we would be there yesterday via email. The boat was supposed to depart at 6:15 pm and when we arrived, we were told they left earlier than 6:15 pm and tried to call us. We did not have reception on our phone. We were not late as we were there before 6:15 pm and they were already gone but refused to refund our money. The guy who was there when we got there was rude and unprofessional and said he tried to call us at 6:01 pm as they were leaving earlier.

  Business Response

  Date: 05/20/2025

  Has the owner of Cool Beans Cruises we take every compliment or criticism with consideration in our response. Yes our customer was charged for two people for our sunset cruise. She was incorrect and that she did not arrive on time. The arrival time for a sunset cruise, which is stated on our website and which was also sent to her in an email which she did receive and reply back. OK is 6 PM. Our boat departs promptly at 6:15 PM. We called ***** at 6 PM to find out where she was and receive no answer. We are a 20 passenger catamaran and had 18 other guests on board waiting for them to show up. 
  

  We received no reply to our Voicemail/phone call at 6 PM. We received no phone call from her indicating that they were running late. If they had called and let us know, we wouldve attempted to hold the boat for them, but had no reply.

  
  

  When they showed up which was approximately 6:20 PM, the boat had already departed. We have been in business for 17 years with all 5 Star Reviews and run our business on time as people expect.
  

  This is typical as if you were trying to catch a plane and the gate had closed because you were running late. You would still be charged for your flight. We held two spots in good faith as requested by the customer. It was out of our control that they did not show up on time.
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23352825
  
  I am rejecting this response because the man who was at the dock who works for Cool beans said the boat left early and the boat was gone before 6:15. We are requesting the registered nautical time that the boat actually left. It is not ok to steal money from people. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/22/2025

  This is Captain ***** ********, Owner of Cool Beans Cruises.
  In response to Dianes complaint against our stellar 17 years of doing business in ******, ***
  Ive reviewed the video and audio recording of when ***** and her significant other showed up 25 minutes late to their sunset charter on May 18th and have concluded the following:
  I was the one that greeted them at 6:25pm as I was cleaning our facility after our sunset charter had left the dock. I greeted them and asked how I could help them. She responded they were here for the sunset charter. I politely informed her that all of our vessels had already left the dock and that I had called her 25 minutes earlier when I was doing roll call and she hadnt arrived. I had left her a voicemail telling her to call me back as everyone else was here except her (that never did show up). Obviously, she was not happy. I offered her a spot on one of our vessels for another day and she refused. At no point was I rude to her or her significant other (even as he was cursing at me). We hold our reservations for our guests in good faith, and we expect them to do so as well.  We regularly turn away business to keep our guests reservations. Also we provide our guests with emails and text confirmations, with the exact time for them to arrive as well as our 24-hour cancellation policy which ***** received and replied "OK" to.  I explained to her she would be charged since she was late and missed the ******* the way, everyone else that went out with us was on time or early. As an aside, If our guests communicate that theyll be late we often hold the vessel for them. However, since she elected not to communicate with us that she was late, our vessel left on time with the rest of our guests and had a great time. 
  
  

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23352825
  
  I am rejecting this response because:
  We were there by 6:15.  We were not there at 6:00 but were told that we and another couple did not show before the boat left and they tried calling us. We did not get this call, but we did get a phone message at 6:01 so the boat had to have left sometime after this. The couple you are referring to might have been that other couple. Again, we would like to see the nautical GPS summary of when the boat left. The boat left early. We were not told we would have to pay the $140. We were told we would have to contact the company to resolve this issue.  
  Sincerely,

  ***** ******