Complaints

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• Initial Complaint

  Date:06/21/2023

  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.

  On June 10th we rented a raft from 3 bridges. We have rented multiple times. We go on 2 float trips a year and use this company. Our group ranges from 30-50 people. This particular raft was for our kids. When we went to sign the paperwork for the raft rental they convinced us we should upgrade to the larger raft they have. We thought it would be great with 6 people we could spread out. The bottom of the raft had several holes along the sides on the bottom of the raft. We questioned as soon as they told us it was ours…isn’t water going to get inside? They answered this is an e1 river and this is an e5 raft. Whatever that means. We trusted them everyone got in their rafts and within 5 minutes of the 7 hour float we were in calf deep water. Our legs were raw from sitting in water for 7 hours. Our cooler instantly dumped because it was floating in water in the float. There was no dry area. We lost our sandwiches for the day, my husbands radio was ruined, his wallet was ruined our towels were soaked. It was a miserable float and we lost all our stuff in the first 10 minutes. Our kids were devastated. At the end of the float we mentioned what happened and were told it was an e4 float now(they changed from what they said earlier) they said well there’s holes in it of course water will get in. We called the Monday after the float and played phone tag. We were told they would do a trial float on their own that Saturday because they haven’t done that yet so they could see what happens. So they put us on a float they had never tested. My husband called several times after getting no response. When he did get ahold of the older man he said oh we didn’t float it but we let another customer and they didn’t complain. He admitted they didn’t have enough air out in it. When we asked for a full refund we were told if he can get his money back for all these new floats then he’ll refund us. My husband said so I’m not getting a refund. The old man’s response was NO.

  Business Response

  Date: 06/29/2023

  On June 10th, the ******
  family went on a float.  They sign a waiver that states floating can be a
  hazardous activity.  See example below.  You can also see from the
  attached picture the ****** family sent us that the water does not go up to
  their ankles at the end of the raft. The week before the very same raft was
  rented to another group with teenage girls and one adult.  At the end of
  the float, no complaint was made.  I called the previous group to see if
  they had a complaint. They noted that they got their feet wet, but it was not a
  concern as they were floating on the river.  The same group has scheduled
  another float in July.  The ******'s used our service and used a brand new
  raft and therefore no refund will be given. Upon contacting the manufacturer,
  they said the floor may have been under inflated by 2psi.   This is
  the first season we are using this new class 4 river self bailing raft with no
  complaints besides the ******'s.   The Meramec River is a class 1 or
  less river. 
  
  
  WAIVER AND RELEASE AGREEMENT 
                       
                       
                       
                  
  Please read carefully
  before
  signing                                                                         
  This is a release of liability and waiver of certain legal rights  
                                 
   In consideration for my being permitted to participate in the activities
  of 3 Bridges Raft Rental, I agree to the following Waiver and Release: 
                       
                       
                  
       
            
    I (We) acknowledge that water activities have inherent risks,
  hazards, and dangers that cannot be eliminated, particularly in a wilderness
  environment.   I (WE) UNDERSTAND THAT THESE RISKS, HAZARDS, AND DANGERS
  INCLUDE WITHOUT LIMITATION:              
                       
                       
                       
                       
              1. The services of provider may
  include leasing equipment and providing trips by raft, canoe, or kayak, related
  activities, and/or travel to and from the activities.  It is understood
  and agreed that this personal property is leased to us by said Lessor and will
  be used by the Lessee at the designated address for the stated period and
  solely for the purpose for which said equipment was manufactured and intended,
  and that the Lessor neither expressly nor impliedly warrants the equipment in
  any manner whatsoever.  It is further understood and agreed that this
  equipment will not be removed from the address herein listed for use at any
  other address without the written consent of the Lessor.     
                       
                       
                       
                       
                       
        2. I (We) further agree that the property described on the
  accompanying contract shall remain the property of the Lessor at all times, and
  no lease payments shall be considered as payment for purchase of equipment
  3. I (We) agree to pay $20.00 for each damaged, broken or lost paddle, life
  jacket or seat cushion.  In case of damage to the watercraft, the person
  or persons renting the watercraft will be responsible for the cost of  the
  damage incurred.  If the watercraft is lost or stolen, the lessee shall
  pay the replacement cost of the watercraft.
  4. The hazards and risks together referred to as "risks" of the use
  of the watercraft include the following: Entering, exiting and operating the
  watercraft; dangerous water conditions; entrapment; injury from slips and
  falls; and drowning. Further, activities may take place in remote places
  significantly delaying emergency medical
  care.                                           
   5. Participant, and the parent or guardian of a minor Participant,
  acknowledge and understand that the description of activities and risks above
  is not complete and that all activities, whether or not described, may be
  dangerous and may include risks which are inherent and cannot be responsibly
  avoided without changing the nature of the activity.       
     
  6. Provider has made no effort to determine, and accepts no responsibility for,
  medical, physical or other qualifications or the suitability of Participant for
  the activities. Participant and the parent or guardian of a minor Participant,
  accepts full responsibility for determining minor Participant's suitability for
  participating in the
  activities.                 
  6. Consumption of even small quantities of alcohol will, and other substances
  may, impair judgment and reduce a Participant's ability to effectively manage
  the risks of water travel, camping and land
  activities.                                                                                                 
   7. Participants should always wear a fastened personal floatation device;
  participants should wear footwear which will provide protection from sharp
  objects, and which will minimize the risk of foot entrapment.    
                       
                       
                       
                       
                       
                                                                                                                                                           
           I, for myself, my heirs, successors,
  executors, and subrogees, hereby KNOWINGLY AND INTENTIONALLY WAIVE AND RELEASE,
  INDEMNIFY AND HOLD HARMLESS 3 BRIDGES RAFT RENTAL, their directors, officers,
  agents, employees, and volunteers from and against any and all claims, actions,
  causes of action, liabilities, suits, expenses (including reasonable attorney's
  fees) which are related to, arise out of, or are in any way connected with my
  participation in this activity including, but not limited to, NEGLIGENCE of any
  kind or nature, whether foreseen or unforeseen, arising directly or indirectly
  out of any damage, loss, injury, paralysis, or death to me or my property as a
  result of my engaging in these activities or the use of these services, or
  equipment whether such damage loss, injury, paralysis, or death results from
  negligence of 3 Bridges Raft Rental or from some other cause. I, for my heirs,
  successors, my executors, subrogees, and myself further agree not to sue 3
  Bridges Raft Rental as a result of any injury, paralysis, or death suffered in
  connection and my use and participation in the activities of
  3 Bridges Raft Rental.