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:08/12/2023

  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.

  Please see attached pictures and last PDF email chain to Point Breeze Marina and the manufacturer. I want to manufacturer to know how this Marina that sells there boats treats customers.
  I am forced now to get repairs done elsewhere as Point Breeze can not be trusted as all they have done is damage my boat. I want to be reimbursed to fixed all the damages done by Point Breeze Marina.

  Business Response

  Date: 09/04/2023

    I am the attorney for respondent Point Breeze Marina. I submit the instant response to the complaint made by ***** ***********. On September 17, 2022, the complainant brought her boat to Point Breeze Marina to be stored for the winter as she had for the prior two winters. A copy of the boat storage agreement is attached an marked as Exhibit "A".  The complainant picked up her boat from storage in May of 2023. She left with the boat and had no complaints when she picked the boat up. On or about  On July 31, 2023, the complaint called the marina and spoke to Carrie. She told Carrie that she was having problems with her rear stereo speakers. Carrie stated to the complainant that she would make an appointment for the complainant to bring the boat in for inspection. The complainant stated that she was going to be out of town until August 11, 2023. Thereafter, Carrie, trying her best to please the customer/complainant, scheduled the appointment for August 11, 2023, the very day the complainant said she would be back in town.  On August 8, 2023, three days before her appointment, the complainant brought her boat in by water. I proceeded to inform her that one of the Point Breeze mechanics was out sick and would not be back until Friday, August 11, 2023, the actual day of her appointment. I also informed the complainant that the other mechanic would be out of town on August 9, 2023, and had an appointment to work on a boat on August 10, 2023, but would work on her boat on August 11, 2023, which, again, was the actual date of her appointment, at her request. Upon hearing what I had said concerning her appointment, the complainant began yelling and screaming at me, using vulgar language and informed me that the wave shields were damaged on her boat. She had never made that complaint prior, despite having had the boat in the water for a period of two months or more.  On August 11, 2023, the complainant came back to the marina. Her boat was in the water ready to be pulled out and inspected as to her work order. The work order, with dates, is attached and marked as Exhibit "B". It should be noted that the scheduled appointment was for 1:30 PM on Friday.  On Friday, August 11, 2023, the complainant came to the Respondent marina at 10:30AM, despite the fact that her appointment was not until 1:30 PM. Upon seeing her boat still in the water, the complainant began violently verbally abusing the work staff at Point Breeze Marina. At that point, afraid that the complainant was about to become physically violent, Carrie and ***** told her she would have to talk to the owner, ****** *********  At 12:30 PM, ****** ********, walked into the marina office and the complainant followed him into said office yelling and screaming that her boat was not ready despite the fact that her appointment was for 1:30 PM and the present time was 12:30 PM. The complainant proceeded to yell at Mr. ********, stating that Point Breeze Marina damaged the wave shield of her boat while the boat was stored at Point Breeze for the winter. The complainant had the boat in the water for at least three months and then claims it was damaged. Mr. ******** explained to the complainant that the marina did not damage her boat. From the day the complainant picked up her boat in mid-May until August 11, the boat was kept at her own dock, not at Point Breeze. If there was damage to her boat, it was done at her own dock. I submit that if there was damage to her boat, wouldn't she have noticed it prior?  In order to do the right thing and hopefully avoid being orally abused by the complainant, Mr. ********, at approximately 1:00 PM, (one half hour early) requested that the mechanics pull the complainant's boat out early to address her complaints. When the mechanics went out to the dock area to take the boat out of the water, the complainant's boat was gone. The complainant had obviously taken her boat and left without any notice to the marina staff or Mr. ********.  Point Breeze Marina went out of their way to accommodate the complainant in this matter. They scheduled the service around her schedule, then the complainant demanded that it be looked at prior to the scheduled appointment. In revenge, when her demands were not met, she orally abused both a worker and the owner of Point Breeze Marina, bringing upa problem that they had nothing to do with.  WHEREFORE, I respectfully request that the complaint of ***** *********** be deemed unfounded and dismissed.

  Customer Answer

  Date: 09/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Point Breeze’s response letter did NOT address my compliant.  As you can see in their letter they refuse to be accountable for the damage done to my boat while it was in their possession.  Also the majority of their letter is 100% lies.  This has been my experience with them for years.  No accountability and lies.   Exhibit B The dates written in under “Order Written By”,  “Nature of Service Request”, and “Description of Work" were added after I signed without my knowledge.  Also the notes on the left were written in after I signed without my knowledge.  It is very clear that was done with a different pen.  I have highlighted these areas and the document is at the bottom of this email. In the letter from Point Breeze there are 10 paragraphs in which paragraphs 4-10 has misinformation.  In other words more lies. Paragraph 4 Lies: dates and conversation with ****** never happened The only time I ever spoke with ****** was on August 8th in person when I brought my boat to them.  I had to use ****** ****** (test messaged attached) my sales person as I never receive calls back from service.  I had to go though him for practically everything and did so for years.  As you can see in the text message with ****** it was May 27th when I notified Point Breeze of the back speakers not working. I did exactly what ****** told me to do, I called the marina and left a message for the service manager on Weds May 31.  I never received a call back and thats when i decided to contact ********** directly (email attached). Paragraph 5  Lies: dates again and overall explanation of events My appointment was never scheduled for August 11, 2023.  It was scheduled for August 8th, 2023 at 10am (text messaged attached with Jeff, service manager/mechanic).  As you can see in the text message we were discussing both the speaker and wave panel.  I dropped my boat off and ****** (first and only time I ever had a conversation with her) filled out the work order and she said I would hear from her later that day when the boat wqs ready.  Never once did ****** mention the mechanic was sick.  I heard nothing Tuesday the 8th, Wednesday the 9th, or Thursday the 10th.  After a work a work appointment on August 11th I stopped in the marina to find my boat in the same spot I dropped it off and nothing has been done.  Yes, I did raise my voice as they stated.  I have been having issues with Point Breeze for years.  They are correct that I had the boat for 2 months without reporting the damage to the wave panel.  I did not know of this damage until I went under the boat to see if there was damage to any wiring for the speakers.  This is the 3rd boat I have purchased from them in over a 10 year period.  They all know me very well and I have never lost my cool like this with them in the past.  I am just at my wits end.  They even registered my boat to someone else when I bought it (email attached) Paragraph 6 Lies: dates and times The dates and times indicated on Exhibit B were added after I signed without my knowledge.  Paragraph 7 Lies: dates and times yet again Yes I did raise my voice as I felt like they continue to take advance of me.  They use the words “violently verbally abusing” and “afraid that the complainant was about to become physically violent”.  This is nothing short of a joke.  Sounds like an attorney exaggerating the actually truth to make me look bad.   Paragraph 8 Continuation of the pervious paragraphs.  They talked about how I have had the boat for a few months and should have know of this damage.  They state that it must have been done by me.  No, there was no way of know of this damage without physical going under the boat.  I did not and never go under the boat until inspecting for wire damage that may have been the problem to the speakers.  As you have seen in the pictures pervious provided it would have taken a big force to bend that panel all the way back like that.   Paragraph 9 Lies:  Contradicted themselves in this letter.  Both cannot be true hence more 100% lies Point Breeze wrote that their mechanic was out sick earlier in this letter and now they are saying he was there working.  Paragraph 10 They stated their opinion that they did everything possible to accommodate me with great customer service.  The evidence I have provided proves this if far from what actual happened.  Plus the evidence I have provided going back years proves that this is how they do and run a business.  This is not a one off as you can see from the email of evidence. I have been taking advantage of for years and I refused to continuing to be a victim.    
  Regards, 
  
  ***** ***********