Complaints

This profile includes complaints for Chic's Marina's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chic's Marina

  P.O. Box 1237 Lakeshore Drive Bolton Landing, NY 12814

• 

  Chic's Marina

  4768 Lakeshore Drive Bolton Lndg, NY 12814

• 

  Chic's Marina

  4782 Lake Shore Dr Bolton Lndg, NY 12814

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:08/18/2023

  Type:Order 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.

  We entered into a Contract for 3 days to rent a platoon boat, I did use the the boat on day 1 but they rented out the boat to ANOTHER PARTY and tried to stick me with a different boat that was worn out, defective and had broken seats and rails. The Manager Rory spent 45 minutes repairing the captain seat before I took the boat out on Day 3. They claim they accidentally rented out he boat to another party, This is a BREACH of CONTRACT in its simplest form and Rory (Manager) told me and my daughter he was crediting my **** for 1 day when I returned the boat. When i got back to Florida, I called up and he completely changed his story saying he was NOT going to credit my **** account. This is disgusting since I was referred to them by the ******** ****** and they were a preferred vendor of the ******. Rory seems to have a terrible customer service attitude and has no idea how a contract in the state of New York works. He is a bully and for lack of better words a "THUG". This issue needs to be resolved quickly as I feel I was taken advantage of in so many ways. They hack your credit card and do what they want to do on their terms. I am owed at a minimum ONE DAY credit if not TWO DAYS for renting out the boat to another party that I contracted for. Rory claims this was the 1st time it happened in all the years he was at Chics Marina. I asked to speak with TONY the owner but Rory states you will NEVER EVER speak with him that he controls everything at the Marina. This is just a classic deceptive business practice that needs to be addressed and is subject to all sorts of penalties under NEW YORK LAW.

  Business Response

  Date: 08/18/2023

  Mr ****** Rented a boat from us from August 9th-12th. He rented a ******* Boat, and was charged accordingly for his reservation for a 4 day rental. Once a boat is rented, there are no refunds for any reason including early return or bad weather. We actually adjusted the dates of his reservation per his request because he was worried about the weather to accommodate him better.  Mr ****** had the boat for his use from 8:30am on August 9th through 5pm on August 12th.  On August 11th, he decided he didn't want to use the boat for his last day. The boat was still held for him for the duration of his contract, and was not rented out to other customers in the case he did change his mind and come back to use the vessel.  Exact boats are not guaranteed, and we suggest the customer keeps their boat key with them at all times during the rental if they want to keep the same boat every day. If the customer does not take the key with them as recommended, the exact boat is not guaranteed. This was the case with Mr ******.  He did not take his key with him, so he was not able to keep the same boat for the duration of his rental period.  He had a boat of the exact type for him every day during his rental, maybe the coloring varied, but the boat was the exact type of boat he reserved and was guaranteed.  Upon the end of the rental, Mr ****** wanted refunds and we told him that there would be no refunds and that he was responsible for the contract in which he signed. In no way was he bullied or told he was getting money back, as that is incorrect information completely.  Following in the days after his rental, he called our business multiple times, and threatened our young staff, as well as our managers, and tried to strong arm employees to give him money back.  Lastly in his phone call today on August 18th, he threatened 15 and 16 year old employees and told us he was going to subpoena them to Florida for a case and that he "does this stuff for sport" and is retired with high powered friends in New York State. Rory, our manager that he last spoke with and was badmouthing in the above complaint, has been with our company for over 20 years, and the comments Mr ****** made are just plain untrue.  This customer deserves nothing back, and in reality, owes our employees an apology for his appalling behavior on site and on the phone. I have attached all necessary paperwork for your review. Thank you for the chance to hear our side of this matter.

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Please see the above documents. Contract for 3 days was executed over the internet on June 26th 2023.  Chics is trying to charge me for 4 FULL DAYS.  Please see the attached email confirmation as well.   The only thing that happened after this contract was signed was another "bait and switch contract" which was flashed in front of my daughter at a small outside teller's window to initial while i was speaking with the marina help.  It is preposterous to claim the boat was not switched out without their knowledge since the contract states that you keep the same boat for the entire length of the agreement. Their employee took the keys from me to gas up the boat and never returned them. So this is a clear breach of the contract. Basically, Chics is running a business with a deceptive business tactic. I can assure you there are others that are in the same position just by looking at all the complaints on the internet and all the reviews. The common denominator is that they get your credit card number and bill out as much as hey can on your credit card. I am not sure why there has not been a CLASS ACTION filed against Chics yet?   I believe if we solicit their past clientele, they all will have the same complaints about their billing practices. I am do a credit on my **** and this complaint is about integrity and doing the right thing to a customer who was referred by *** ******** ******* 
  
  Regards,  
  
  ****** ******

• Initial Complaint

  Date:06/23/2023

  Type:Product 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 rented a boat on 6/18/2023. Horrible weather but my 10 year old son and I showed-up to try to make the best of it. I barely got the boat off the dock and into the lake. Immediately, I realized I had no control over the boat. After 20 MINUTES on the boat, I was charged $550!!This is the cost for an entire rental day!! The wind was blowing the boat left and right, waves were splashing all over the driver's side, and the water was so choppy that I couldn't go any faster than 5 miles an hour. Turned the boat around and waited for help from their staff to get the boat in. I talked with the managers Rory and Kristin D***** and they couldn't be bothered. I asked them to work with me, charge me a couple hundred bucks for an hour, but they refused any refund because this is their "policy" and I signed paperwork agreeing to it. Unbelievable, Chic's doesn't respond to emails, and management is "busy" whenever you call. Stay away!!

  Business Response

  Date: 06/26/2023

  Hi,  The customer reaching out with the complaint, ***** *********, reserved a boat for a full day rental. When reserving the boat, he knew that he was agreeing to a full day boat rental. He submitted his credit card, signed the forms acknowledging our rules, and that there would be no refunds within 7 days of the rental date. The customer had the boat reserved from 8:30am-5pm.  The customer decided to show up over 3.5 hours late for his rental boat, in which we held the boat for the reservation and did not make it available for other customers because he had it reserved. The weather was not hot and sunny, but it was not unsafe to send boats out as we had over 50 other rental boats out on the lake that day.  He came to the window, signed all necessary paperwork, signed the charges for his reservation, and went on the boat. He decided when he was out on the lake that he didn't want the boat for the full day that he reserved and brought it back when he was done. He knew he had the boat for the full day, that he was paying for the full day, and that he could dock for a while and then use the boat again throughout the day. We do not offer any refunds. After all of this, we had offered him to use the rental another day this season to give him some time credit for the part of the day he didn't want to use as a courtesy. He did not want to do this. He spoke to Rory, the dock manager and was explained all of this and that there would be no refunds and he was welcome to still use the boat.  We understand and sympathize that his son did not like the boat, but that should have been a discussion the customer had with his children before he decided to reserve a boat for a full day knowing there were no refunds.  He called the next day, and I myself spoke to him and went over the same things with him.  He was aggressive on the phone, called back multiple times and harassed the employees that answered following the communication with me, and at that point we did not continue any communication with him.  Both myself and Rory, the two managers on that day, tried to resolve things with this customer when he was on site and on the phone the following day.  He was rude to our staff on top of all of that and tried to threaten and bully them (along with the managers) with bad revies on every platform he could find unless we refunded him for the rental.  The Bottom line- He had a reservation, knew the terms of the reservation, and was not happy when he decided to change his mind in the middle of the day his rental was for.  Had he called us first thing in the morning when we opened and tried to move his reservation, we likely would have accommodated this for him. But he did not, and the boat was held for his reservation, used the boat for a period of time and he is responsible for all of the charges. I do have paperwork with his signatures if that is needed, but it has all the customers personal information along with payment information and I do not want to send it on this platform unless it is needed. Thank you Kristen 

  Customer Answer

  Date: 06/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  
  I don't have any supporting documents, unfortunately. However, I said that I was only on the boat for 1/2 hour in my complaint to BBB. Chic's Marina, in their response agreed, and said that I was only on the boat for a short period time of time. Both me and Chic's agreed that the weather was bad. I think a fair compromise would be if they charge me for some time than I actually took. I would be open to paying for MORE time than I actually took on the boat. Could you facilitate an agreement for a payment of 1 to 3 hour rental? Not the full day. They charged me $540 for 10 minutes on a boat which is not a good or fair business practice. They've admitted that this is what was charged and that I was only on the oat for a few minutes.  
  
  
  Regards, 
  
  ***** *********

  Business Response

  Date: 06/28/2023

  BBB spoke with the business owner and the following was relayed: I stand by original response.  There is no refund offer.  Thank you.