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:06/30/2023

  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.

  Horrible cancellation policy. If you make a reservation within 14 days of when you plan on needing the boat, plan on paying a $150 cancellation fee even if you cancel 24 hours later.Their cancellation policy posted on their website does not address this issue. They should have told me that since I was booking within 14 days of my reservation date, if I canceled, even hours later, that there would be a $150 fee. They did not. Completely deceptive and unfair business practices. When I called in, they basically told me tough luck and there was nothing they would do about it. Their customer service is garbage. Worst Ive ever had. Furthermore, they charged my credit card without authorization. I will be disputing the charge with my bank, and reporting the fraud.

  Business Response

  Date: 07/01/2023

  ****************** reserved more then one item during his reservation process on 6-26-23 for his reservation date 7/11/23.  ****************** created a sixteen day window prior to his reservation.  He then kept the items on hold for five consecutive days.  When ****************** called to cancel his reservation he immediately started threatening staff that his wife was an attorney and he would *** the company if we attempted to keep his deposit.  He was argumentative, threatening, and belligerent to staff while demanding his deposit in full.  His complaint to BBB is unwarranted and shows the "entitlement status" that this generation believes they can demand.  A deposit is established to protect the company from damages due to the inability to rent the items reserved to other members of the public.  ****************** then stated that he would call his credit card company and tell them that the entire reservation was fraudulent.  His actions should not be tolerated by society or private businesses.  

  Customer Answer

  Date: 07/01/2023

   
  Complaint: 20261892
  
  I am rejecting this response because: the business self serving narrative about our phone call is entirely false, including their timeframe information.  
  

  The tone of their response speaks for itself - rude, abrupt, with absolutely no respect for customers, even labeling an entire generation as entitled.  I assure you if anyone was rude, argumentative, belligerent, etc. it was the woman I talked to on the phone representing this company. This can be affirmed by my wife who was sitting next to me and witnessed the whole thing. 
  

  This company has offered to refund the rental charge that they charged to my card, even though they did not have my authorization to do that, but they are keeping a $150 cancellation fee- even though they never discussed that fee with me - nor did I sign an agreement authorizing that a cancellation fee be retained.
  

  When I called a competitor of theirs, *****************, they said in this case if they didnt refund the entire amount, they would at least offer future credit towards a rental in the future instead of keeping $150 for themselves.  

  I rent recreational vehicles very frequently and I have never experienced such terrible customer service, I would strongly recommend that no one does business with Many Lakes Adventures.  

  
  Sincerely,
  
  *************************