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:07/26/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 went to rent three WaveRunners with our group of friends.Ten minutes before the end, I was swapping the passenger behind me with another friend. Both of us stopped, and there was a distance of about 4 meters between us. The friend behind me jumped into the water and went to the other WaveRunner. Just at that moment, one of the employees was coming towards me at high speed. Unable to control his speed, he tried to veer to the right to avoid hitting me head-on but ended up colliding with me. The 16-year-old employee said we needed to return to the shore, so we did. He told everyone that I had hit him, even though myself and two friends witnessed the incident. I explained the situation, and two female managers came. Surprisingly, both of them accused me, as if they had witnessed the whole thing. Their only argument was that we shouldn't have been that close. I understood that point, but their employee shouldn't have approached me with such speed and shouldn't have hit me. Despite my efforts to explain, they blamed me unjustly. Then, another employee on the shore, who was more than 200 meters away from the incident, claimed to have seen me hitting the employee. This was an obvious lie and deception. Later, the girl at the reception inside the establishment claimed that I had asked her a question: "What happens in case of an accident?" I asked her to show the footage because I knew I hadn't asked her anything like that, but she said she didn't have the authority to access the cameras. When I got home, I saw that they had charged $1030 to my credit card. This is a robbery, a lie, and a slander. I strongly advise staying away from this place. I will do everything I can to get my money back. The document I signed does mention that I will be liable for any damages to the WaveRunner I rented, but there is no clause stating that their employee can come so close and even collide with me, and I have to pay for their expenses.

  Business Response

  Date: 08/06/2023

  As stated in the damages waiver signed by the customer, they are responsible for all damages caused to the wave runner while riding it.  On this waiver is states that fiberglass damages are charged $100 per inch.  The charge to the customer's credit card, which the customer knew about, reflects the amount of damage caused to the unit. The customer alleges in this that they did not know they were being charged for the damages, which is not true. They were aware of it before ever leaving our property as there was a long discussion with management before they left. 

  In reference to the rest of the story, it is unfortunately not true. The customer hit our employee, causing damage to the side of the employee's unit.  It is physically impossible to cause damage to the side of your own wave runner if running into someone head on, as the customer claims our employee did.  There were multiple witnesses to this event that are not the customer's friends or family that could attest to the fact that the customer drove into our employee and was the one that caused the damages. 

  Customer Answer

  Date: 08/09/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  [Firstly, the incident happened right in the middle of the lake. It wasn't possible to see the incident from the shore. Myself and two friends were present there. I had stopped my vehicle; my hand wasn't even on the steering wheel. Your employee, coming towards me at full speed, couldn't stop the motor and turned the steering to the left to avoid hitting me. Meanwhile, the jet ski skidded and collided with the side of my vehicle. A jet ski glides on water, you should know this. Am I solely to blame just because it hit me from the side? Even the employees on the shore got involved in an incident they couldn't see. The way you and the lady with you talked to me was highly disrespectful. Setting that aside, you suddenly accused me as if you had witnessed the incident that you didn't see at all. Instead of asking me if I was okay, you went directly to check the jet ski. you wonder if something happened to the jet ski. I asked your indoor employee to open the camera footage; she refused. Because all of you organized yourselves to blame me. While the actual cost of a jet ski is around $6,000, how is it possible that you deduct $1,030 from my card, especially without my consent? You are not business owners. You seem to be a group of people coming together to deceive others. I reject the injustice, disrespect, slander, and lies made against me.]
  
  Regards,
  
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