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:07/22/2024

  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.

  I purchased a 8 day trip out of ******** for July *****th. I was contacted that the boat would be a day late but that they would give us another boat that day. However, after arriving from ******** - spending money on airfare, food and expenses for the week - we were told the boat would not be available. The alternative boat was also had known engine issues and was not an alternative. We were left without a boat, accommodations for the week after spending $1200 on groceries, $2,000 on airfare and a ruined vacation.

  Business Response

  Date: 08/30/2024

   As a charter company we are obligated to ensure the safety of guests and owners on board the vessel per the *********** regulations and can only send a boat out on charter in safe operating condition. The vessel was not able to perform due to mechanical issues beyond our control making it unsafe to operate. Every manager in the company was brought in to find a possible solution but as the mechanical issues were beyond our control or an immediate fix we went above and beyond the contractual agreement and offered to find alternative comparable options for a bareboat charter with another company in the area. This was relayed to the client (****** Mules). Waypoints paid out of pocket for a local captain to take the guests out on a nice day charter with a day small power boat charter company, including fuel and tip. Unfortunately, there were no other available options for a bareboat charter in the area with a competing organization or otherwise. The client (****** Mules) was immediately refunded to their credit card for the entire cost of the charter, per the signed contract. Waypoints was compliant in response to the vessel being undeliverable by rightfully issuing a full refund to ****** Mules, per the "delivery" clause of the attached contract, signed by the client (****** Mules) within 24 hours of the intended charter start time. Waypoints is not obligated to issue a payment for expenses outside of the cost of the charter and encourages guests at the time of booking to purchase trip insurance to cover flight expenses, etc to protect their trip investment. 

  From the attached contract:

  "Delivery:

  AGENT agrees to deliver the YACHT in full commission and in proper working order, outfitted as a yacht of her size, type
  and accommodations, with full equipment, inclusive of that required by law, and fully furnished, including galley and
  domestic equipment; staunch, clean and in good condition and ready for service. AGENT agrees to allow demurrage, pro
  rata to the CHARTERER for any delay in delivery, beyond four (4) hours. Should it be impossible for the AGENT to make
  delivery as stipulated, and should such delivery not be made within 24 hours thereafter, then this AGREEMENT may be
  canceled by written notice to AGENT, and any money paid in advance shall be returned to CHARTERER within 14 days of
  the receipt of such notice."

• Initial Complaint

  Date:06/08/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Waypoints purchase Sailing Florida. We had a gift certificate for a sailing trip for 4 people from St. Petersburg, FL given to me by my team upon my retirement from MetLife. We contacted the firm in May to redeem our trip and they did not return our calls. Eventually we connected and they told us we would have to pay an incremental $275 plus tip for a captain. Our certificate from Sailing Florida covered the cost of the Captain. We asked them to honor the original certificate or provide a refund to the purchaser ******** ****** a colleague who purchased the trip on behalf of my former team). They refused to do either. When one company purchases another, they acquire all the liabilities of that company. Today the certificate expires and we have no sailing trip and no refund. We ask for your help.

  Business Response

  Date: 07/15/2022

  Business Response /* (1000, 5, 2022/06/13) */ The client reached out to Waypoints on the phone and spoke to one of our associates immediately and arranged to have him send over a copy of the gift certificate so we could review. In addition, his wife reached out as well while we were working with the client. The gift certificate was purchased with Sailing Florida for a half day monohull charter for 4 passengers and noted that it was purchased as a gift certificate. Sailing Florida no longer exists, and Waypoints is a different company that does not offer half day monohull charters. The amount paid for the gift certificate, $410.19, does not cover the cost of a full day charter or a sunset charter on any of the vessels in the fleet. However, to accommodate the client, Waypoints offered and informed the client via email that the certificate can be used towards booking a sunset charter (we lowered our rates to accommodate him), but that he would need to just cover the cost of a captain ($175) only. All US captains are contracted and always paid directly by the client, not a third party or the charter company, to abide by the demise agreement per the United States Coast Guard regulations. The original purchaser already issued a chargeback and so the funds were refunded. Our team went above and beyond to accommodate the client. Consumer Response /* (2000, 7, 2022/06/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The purchaser of the gift certificate has not yet received final confirmation of the American Express credit referenced in the response from Waypoints, but if they do, we will consider this matter closed. A lot of time and frustration on both sides could have been avoided had Waypoints either honored the gift certificate or voluntarily offered a refund; hopefully they will handle similar disputes differently in the future.