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To Whom it may concern,
I rented a boat yesterday and upon returning was handed a receipt for $30 +/- for fuel consumption. The gentleman at the dock stated that "I was ALL SET" and wished me a good day. I was just emailed a receipt for $950 ($1,000 deposit - less $50) for returning the boat without paying for fuel and charged an additional $21.81 for fuel on my CC.
I called just now to explain the situation to a woman on the phone, I thought that when I was handed a fuel receipt, that I had in-fact paid for the fuel. Which would make sense, being handed a receipt and saying you're all set. To add insult to injury, the woman I spoke to lied and said I handed back the map to the office and said I would be back to pay for the fuel and never returned, which is absurd and simply a fabrication/not true. She told me repeatedly that I was told upon renting the boat that I had to stop back in the office and pay for the fuel after getting the fuel ticket. I explained that I was told literally a hundred things including signing and initialing and watching a video, so no, I don't remember that. She also said, "well everyone else does”. So, is your staff / company implying I'm not only a thief, but an idiot too? I remained calm and factual throughout my conversation while the woman's attitude grew increasingly irritated. I am amazed, as a small business owner myself, about how many companies remain in business with treating customers like the way I was just treated.
At the end of the day, I was overcharged $40 +/- dollars, good for your company, I guess you need it more than me. I consider this a small price to pay for a great day on the water with my family. It's the principle of the situation that is really irritating me which will be reflected in my honest review of your establishment and how you treat your customers.
Best Regards!
Hi Michael,
Thank you for reaching out and sharing your feedback regarding the fuel charge at the end of your boat rental. I’ve spoken with our team to get a full understanding of what happened.
First, I apologize if anyone came across as short or dismissive—that's never our intention. As you can imagine, it can get a bit hectic at the docks with multiple boats returning at once, and our crew works hard to keep things running smoothly. That said, I appreciate you bringing it to our attention so we can continue to improve.
Regarding the fuel payment, we do inform renters multiple times throughout the process—verbally at check-in, in the confirmation email, and again when the dock crew greets you upon return. That said, I understand how a quick “You’re all set” might have been misinterpreted, and I’ve already spoken with our Dockmaster to make sure the team reinforces the fuel payment and map return instructions more clearly moving forward.
According to our records, you did return the map and mentioned you'd be right back to settle up, but unfortunately, we didn’t see you again—so the fuel charge was deducted from your deposit.
We certainly don’t want any part of your experience to feel confusing or frustrating, and I truly appreciate you taking the time to let us know. It helps us tighten up communication and ensure a smoother process for all guests.
Thanks again,
Ryan
Ryan VanDenabeele
Director of Marketing, Operations
P| (239) 463-7333 Ext.113
F| (239) 463-3947
Hi Ryan,
Thank you for your email. And yes, I believe more communication by dock attendees is needed as a reminder for next steps in paying fuel bill. Despite the fact that you tell customers repeatedly that they have to pay after getting what clearly looks like a receipt. Or perhaps setting up payment directly at dock for fuel eliminating the need for an additional step would be helpful to Customers.
Maybe you can check your surveillance cameras too as you and your staff are adamant about me stopping in your office saying I’d return to pay for fuel and then not returning. I am 100% sure you will not see me as I never stepped foot back in your store after returning the boat! I continued straight past the restaurant to my vehicle.
I will be all too happy to see you in person to review your video alongside you to stop the lies as I NEVER stopped back in to say I’d pay for fuel and then didn't.
Keep up the good work in public relations and I will continue to do my part in warning future customers about your awesome company.