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Business Profile

Surfing Lessons

Aqualani Beach and Ocean Recreation

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Aqualani Beach and Ocean Recreation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Aqualani Beach and Ocean Recreation has 3 locations, listed below.

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    • Aqualani Beach and Ocean Recreation

      3850 Wailea Alanui Dr Kihei, HI 96753

    • Aqualani Beach and Ocean Recreation

      Lahaina, HI 96761

    • AQUALANI BEACH AND OCEAN RECREATION

      Lahaina, HI 96761

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    Submit a Complaint

    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.

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    • Initial Complaint

      Date:12/31/2024

      Type:Product Issues
      Status:
      Answered
      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 rented an umbrella and two surfboards from Aqualani at ***************** on Saturday but didnt use them for the full rental period. When we requested a refund for the unused time, we were denied, despite the fact that customers exceeding their rental time are allowed to simply pay the difference. Instead, the staff member offered to credit the unused time, writing and signing a note for future use. Trusting this promise, we left the beach early.When we returned on Monday with the note, the manager questioned its validity, and after speaking with the staff member who issued it, outright refused to honor it. We received a partial refund for the umbrella but were told the surfboard refund required additional authorization. *****, an older man with long hair, was shockingly rude and dismissive, claiming the staff member wasnt even affiliated with themdespite having just called him and the fact that his name appears in reviews. ***** then rudely refused both a refund and the use of the credited time, stating all sales are final and that we already used the boards.This unprofessional and hostile treatment over a $20+tax refund is ridiculous. No customer should be subjected to this kind of behavior. I will be filing a chargeback with my credit card.

      Business Response

      Date: 01/24/2025

      *****. My name is ***** ********* and I am the manager for Aqualani here in *******.. our standard business practice of rentals as it states on our receipts that all sales are final, I was informed by one of my employees about this incident over the weekend when it happened. I was also informed that the guest was given a credit on their time which they used prior to Monday, as a show of good faith, we honored the extra time.   I never spoke to anyone personally, nor did I deny anybodys time as it states on the complaint. secondly, ***************** is a third-party vendor, and her interaction with ***** regrettably did not reflect the kind of response or service we would have hoped for.  Their rental policy does not give credits on a different date.  We do our best to provide consistent operation procedures and this was an unfortunate incident.  

      Customer Answer

      Date: 01/27/2025

       
      Complaint: 22749644

      I am rejecting this response because:

      The extra time was not honored when we came back and we only left early due to the promise and false security from the signed paper slip we were given. I would like a refund for the $21 of unused time. Although ***** was a third party vendor, it seemed his authorization was needed to process the surfboard refund as we did receive a refund for the umbrella. 

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