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:04/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Throughout my history with DYC, I have never encountered the level and the number of issues we faced during our most recent charter of Lagoon 52 Siri in **************** (Dates: November 2330, 2024).We did not experience a single day without disruptions during this charter! More importantly,the condition of the boat posed significant risks to the safety and well-being of the crew.There were serious issues with a broken guillotine door, toilet, AC, Non-functional water maker, Inoperable dinghys winch, Broken railings, Damaged anchor bracket. The starboard engine failed en route to ************** from ***********, despite reassurances from the base manager (******) that the boat was safe to sail. The loss of an engine in open water posed a serious risk! The bilge pump ran continuously through the night, disrupting the crews sleep. Despite repeated inspections, no water was found in the bilge. The steering wheel failed and the port engine failed en our route to ****************. The autopilot malfunctioned for half the day.We have all supporting evidence, including photos, videos, and correspondence with ******, the DYC base manager. Correspondence:********************************************************************** This charter experience was not only disappointing but also dangerous!As a loyal DYC customer with multiple past bookings, I expect a thorough review of this case and an appropriate resolution to address the issues we encountered. DYC is delaying the answers to our questions and offering humiliating compensation for a completely ruined vacation (there was not a single day without serious breakdowns affecting the life and health of the crew). I insist, at a minimum, on compensation for the full cost of the voyage.

• Initial Complaint

  Date:12/08/2023

  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.

  August 21-25th 2023 we reserved a boat with a captain through Dream Yacht Charter in Warwick RI for 5 nights with our family and hired a captain.
  we spent 8,828.56$ on this trip. When we got to the boat for the departure the boat stunk like sewage. the base manager, James *******, told us the boat had a problem on its last charter and they fixed the issue. Well, the issue was still an issue since the boat stunk and we could not be in side the boat, only outside since the smell was so bad. We wanted to just leave because of the smell but the base manager promised us that if we got the boat off the dock and got air moving through the boat the smell would go away. We had hired a captain through Yacht Charter for our trip, Eric ******, and he was present for all these promises , As was my 24 year old daughter, ******* *******. We decided, since it was our family summer trip, to try his recommendation and take the boat out on the water and see if air moving through the boat would take the smell away. It of course did not.
  we spent one night in Newport, RI and turned right around at 6 AM the next day to come back to the base in Warwick RI. we got off the boat, tipped the captain for his efforts and left. the Base manager was not present when we got back to base and we left. I called him immediately and he again promised us he would make thing right.
  once home I immediately called the company I booked the trip through and they said you make a claim on line and we would hear from the company. well, days then weeks, now months later I have never heard from the company. the booking agents will not take my calls or return my calls. I spoke with the captain Eric and asked him to write me something up stating that the base manager promised us a full refund and he said he would, but has not and now also doesn't take my calls.
  then in the mail I received a copy of the contract and in highlighted small print it was highlighted that if I took the boat off the dock that I was approving the boat was in workable condition. So the base mange, James , basically duped me. he knew that if he could get us to take the boat even at all off the dock that I was approving the boat. He did promise us a full refund if the boat issue did not resolve in front of others, however, I did not get him to put it in writing.
  please call me with any questions. I have a recount the day from my daughter as well, along with a short video and photo of us literally sleeping the one night on the outside of the boat.
  thanks you very much,
  ******* *******

  Business Response

  Date: 12/20/2023

  We will issue a response to this complaint, but would like you to know that this customer has already undergone our internal review/complaint management process and has received compensation. According to our team she was extremely abusive to our Sales Team and the manager at our base.  

   

  Business Response

  Date: 12/20/2023

  Dear
  *******,
  
  We appreciate you taking the time to share your experience with Dream Yacht via the Better Business Bureau. We regret that your sailing trip did not meet your
  expectations, and apologize for any discomfort caused by the odor issue on the
  boat.
  
  We would like to clarify that our records indicate you have already gone
  through the claims process, during which a full refund was provided for the
  skipper fee as a form of compensation for the inconvenience you experienced.
  
  It is important to note that, as per our records, you were informed about the
  condition of the boat upon check-in, and you proceeded with the charter after
  being advised that the issue could potentially be resolved by getting the boat
  off the dock and allowing air to circulate. We understand the frustration this
  situation may have caused, and we regret if you felt misled in any way.
  
  Regarding
  your claim that James promised a 100% refund, our records indicate that such a
  promise was not made. We strive to provide transparency and integrity in
  our communication with our customers, and we take all feedback seriously to
  improve our services. 
  
  In conclusion, we understand that this experience fell short of your
  expectations, and we sincerely apologize for any inconvenience caused. We have
  taken your feedback seriously and will use it to improve our processes moving
  forward.
  
  Thank you for bringing this matter to our attention.
  
  Sincerely,
  Dream Yacht Team

• Initial Complaint

  Date:11/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Anchor & Windlass
  • Windlass broke on 2 occasions rending the boat inoperable and leaving crew in exposed unsafe conditions, without the ability to raise or lower the anchor manually.
  • Anchoring - a 5:1 scope ratio is generally considered the minimum standard for anchoring; we were advised to put down a 3:1 scope and when doing so the boat dragged at night despite a good set on the sandy bottom requiring crew to attempt to sail back to safe moorage during the night. For the Indian ocean a 7:1 scope may be more appropriate. At best Dream Yacht Charters provided a 3.8:1 scope ratio for the anchor yet telling us to only use 45m which is 2.8 scope without any markings.
  
  Main sail
  • No reef points on luffed main sail, making it impossible to reef the main as there is no reef 1 tack or reef 2 tack point thus there is no way to secure the foot of the sail while reefed.
  • Reef points exist on the leech, however they are only lines through the reef points back to the winch which risks tearing of the main sail when downward pressure is applied, as usually a vessel of this size has a block system for reefing on the main sail.
  • Defective main sail halyard unable to winch to the top due to underpowered winch size and inappropriate line sizes.
  • Unable to sheet in Jib for proper sailing angle as lines slip through winch, due to inappropriate sized winch and lines.
  
  Genoa Main Sheet winch blew apart port side under sail
  
  Dingy
  • Dingy under inflated and had leak in hull, outboard motor would not stay on for more than 2 mins, no oars provided - crew had to swim 0.5km to shore dragging dingy and then waited 6 hours for rescue.
  • All crew members were injured during the swim with Steffan suffering from deeply embedded sea urchin spines that required medical attention and caused inability to walk easily for 1 week.