Complaints

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• Initial Complaint

  Date:08/19/2024

  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 Sunday, August 11, 2024, My son and I took what was supposed to be a sunset/ eco cruise (6 -8:30) on‘Mental Heelin’ with Captain Jay -Charleston Sailboat Charters (33 Lockwood Dr. Charleston, SC 29401 - 843-732-6266 - captain@charlestonsailboatcharters) early because we were told there would be a 15 minute safety talk. When we arrived - the Captain just pointed to a box were the life jackets were which took 5 seconds. There was almost no wind. He did have motor, so he put in on and went out about 900 yards in total and just stopped. He turned off the engine and we just slowly drifted around in circles. He did point out a large boat, a bridge, a historical site, James Island, and one area of Charleston called the Battery - no explanation. Then silence. After about 10 minutes- I decided to ask some basic questions to get the tour going… Out of 10 or so questions 1/2 of which he did not know the answer - I gave up! My son was so bored- he got on his cell phone. I thought any minute he would wake up and start telling us all about the unique ecosystem and the wildlife found in the water and land. - NOTHING! I thought at one point he would start the engine up and go around the bend of the island ( promised details of tour on website) - but No! We were supposed to see the Waterfront park but no! With all the amazing history in Charleston- it appears he did not know and or didn’t want to tell us anything about it. We just drifted around on a cloudy night for what seemed like hours- horribly bored, frustrated and mad. I paid $524.72 dollars to have a wonderful interesting time with my dear son. On the 900 or so yards back to the dock The sunset did appear but that was it.
  I did contact him and told him how disappointed I was and the reasons and he denied everything.
  I said it was mainly supposed to be an ecotour and all you did was answer me yes, the water is brackish. No explanation of dolphins, turtles or anything.
  I asked for a refund and he just said ‘NO’

  Business Response

  Date: 08/23/2024

  Hello,

  Please see the attached document for my response to complaint # ********.  

  I look forward to hearing the next steps, thank you!

  Jay K*****

  Customer Answer

  Date: 08/27/2024

  I am rejecting this response because: 

  To whom it may concern: 

  Obviously, this is a case of he said/she said.  Mr. K***** has been in the business for over 10 years I believe and with quick photos he knows how to cover himself. The photos of Trevor and I ( of course we are smiling - we are together). The videos of Trevor helping with the boat didn’t even last 5 minutes - there was no wind!  Sailable wind for 1/2 the trip… No way! 
  

  Comparing a $15.00 movie ticket to $524.70 Plus $80.00 tip ($604.70) - not a very accurate comparison! 
  When a person goes to an expensive restaurant and the food is not what they expected- good customer service kicks in and they are asked ‘how can we make this right?’ and the person is usually given the option of ordering something else, a certificate to come back and usually something on the house. 
  
  I would have had so much respect for this business, if he had called me ahead of time to give me the option to continue with the trip or reschedule.  As a Captain and being in the business, I am sure he was aware there would be no wind and it was obvious to him it would be dark and cloudy. I would have happily rescheduled. 
  

  Regarding the $80.00 tip - that was my son’s contribution (he is very non -confrontational as I usually am). As soon as we were out of sight of the boat, he said to me ‘Mom that was NOT worth $500!’ We should have gone on a eco-kayak tour near Folly beach’. I said ‘ I know sweetie, at least we were together’, Don’t worry, tomorrow I have planned a bus tour of Charleston. I bet it will be great.’  The next day we took a  bus tour and it was amazing! 
  

  As far as not requesting an eco tour- that is incorrect. Before, I paid for the booking, Mr.. K***** and I spoke over the phone. When I went to book over the phone it said I had to call first, which I did. I specifically told him, I teach environmental education and I wanted an eco-tour and learn about the floral and fauna of Charleston. He said great, but there is was only an 80% chance of seeing dolphins. I said, that was ok. I even told him, I chose his tour because of the fact, it says History, Wildlife, and Ecotourism.
  

  The entire paragraph about the total lack of a sort of discuss of historical sites or eco system, is entirely accurate on my part.  I even waited for him to talk about the brown pelicans because - I saw them during the day a few days before.. 

  Sincerely,
  Jeanine L*****

  Business Response

  Date: 08/27/2024

  Hi this review is not for our business, it looks like you were trying to write a review for The sailboat called mental healing but unfortunately that's not our boat. You will need to contact the correct company. Our company LLC is called Charleston sailing Charters LLC and we do not have the boat mental healing in our fleet. Please review what you have going on here and make the corrections to send it to the correct business.

  Business Response

  Date: 08/28/2024

  I am going to stick with my initial response, please close this case. Thank you for your assistance. 

  Customer Answer

  Date: 08/28/2024

  I am rejecting this response because Mr. K***** was dishonest concerning the details of what actually occurred. 
  I am willing to put this bad experience to bed with a compromise. I propose Mr. K***** keep the $80 or $90 in cash that my son gave him just to be polite but as far as the $524 - no - I wish to obtain a full refund. I have never asked for a refund for anything intangible before. I feel we were greatly deceived and we did not receive what we were promised.  His website says ‘eco/history tours.  That what we spoke about on the phone. He should have suggested an option to reschedule- it was dark clouds and no wind.  If he had been ‘in the mood’ to give us an interesting experience regarding the environment and wildlife, I would have been satisfied. Again, either he is unknowable about such facts or he was ‘Just not in the mood’.  I did not pay over$ 500 to drift around in the dark with silence. 
  I learned a lesson- always check the BBB. Reviews can be fabricated. 
  I thank the BBB for helping to protect consumers. 
  
  
  
  
  Sincerely,
  
  
  
  Jeanine L*****