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:08/26/2024

  Type:Facilities Issues
  Status:

  UnresolvedMore 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.

  On Friday August 16th a family of 6 people rented a cabin and fishing barge for Friday the 16th and Saturday the 17th. The fishing barge had broken seats. And radio. The engine on the boat would not go over 5 mile per hour. Upon getting back to land we went to the cabin and it was over 90 degrees inside due to a frozen A/C unit. We had our 86 year old mawmaw with us and she is on oxygen. We could not stay in the cabin and checked out because nothing else was available, and the guy that came and looked at the A/C was buying beer at patoka station. I tried contacting the owners numerous times and they refuse to return my calls. I am going to take them to small claims court in Dubois County Indiana.

  Business Response

  Date: 09/12/2024

  Better Business Bureau:

  We are in receipt of your consumer complaint.  Multiple members of our staff have previously spoken at least briefly with Mr. ******* * ***** with regard to his cabin air conditioner problem.

  We regret his dissatisfaction with his experience here.

  The exhibits Mr. ***** attached to his complaint demonstrate the legal terms of his two rental agreements with us, as they specify the legal (No refund) treatment of circumstances such as equipment failure, (such as an air conditioner) as well as the legal treatment of early check out and failure to cancel reservations a specified number of days in advance.. 

  We thank Mr. ***** for furnishing the contract documents to BBB in order to confirm that he is not entitled to any refund under Law.

  I have attached my email, which was previously sent to Mr. ***** explaining the specifics of his standing under his two rental agreements with us, calling his attention to the writings which govern and control any disputes arising in circumstances similar to his.

  The email I sent clearly demonstrate that Mr. ***** made two rental contracts with us back on January 13 and January 14 rather on the days of his stay here. One contract was for a family cabin.  The other was for a boat rental.  Both contracts were made to be effective August 16 and 17.  

  As my attached email to Mr. ***** states, each of the contracts were separate legal agreements, and they each stand on their own.  

  With regard to the boat rental contract:

  Mr. ***** Stated in his complaint that his rental boat was unsatisfactory, and would not go more than 5 miles per hour.  The same boat has been rented all season without incident or complaint before or after Mr. *****'s rental dates.  Accordingly, I am highly skeptical of the veracity of his representations regarding the boat's performance.  Mr. ***** made no complaint about the boat rental on August 16th, and I do not believe he returned for the second August 17th day of his rental. The contents of Mr. *****'s complaint to BBB is the first mention of any alleged issue with Mr. *****'s boat rental.

  With regard to the family cabin rental:

  Mr. ***** called our main telephone number explaining that the cabin air conditioner was not properly cooling the cabin.  Staff responded within minutes.  The problem was identified, and remedied shortly thereafter, and before Mr. *****'s party even left.  It was found that the air conditioner need a gas recharge, which is done quickly and easily. Low refrigerant gas causes air conditioners to accumulate ice, which impedes performance.  A short period of time after the air conditioner was  properly recharged, it returned to normal operation.  It continues its normal operation still today.

  Patoka Lake Marina is a business of some scale that serves thousands of people annually.   We sell out of rental boats and cabins for many days in the summer boating season.  As noted above. Mr. ***** made his reservations for his August 16 and 17 dates here back on January 13 and 14.  Making reservations over 7 months in advance reasonably demonstrates the known historical demand for the boat and cabin rentals here.  It seems obvious that the cabin and boat would have surely been rented to someone else if Mr. ***** had not reserved them.   BBB gets very few complaints about our business because we work very hard to make our guests happy here.  We have operated our business successfully with very few complaints since 1998.  Any business which rents lodging, boats, or cars to the public must  do so through a legal agreement controlling the terms and conditions of such rentals, as we do.   Becoming upset and choosing  to depart without using the boat or cabin for any periods for which it was reserved does not change the rental contract terms in any way.  Mr. ***** signed the agreements and must remain legally obligated to honor them. 

  It seems unreasonable for anyone to expect absolute perfection from any man-made device or equipment.  Most people are satisfied with a rapid 15 minute response time to address the issue.  Unfortunately Mr. ***** was not satisfied.  I believe his experience would have been a happier one if he would have visited a local restaurant or other attraction for the short period of time his cabin remained uncomfortable.    

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  At no time was I every contacted by phone or Email to try a remedy this complaint. We were at the cabin for 3 hours and no repairs were ever made.
  
  Sincerely,
  
  
  
  ******* *****