Complaints

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The first issue I have is gear rental. H&M claimed they had to hear from our boat captain of **************** before we could rent it so they knew what we needed for our trip. They suggested two poles one for yellowtail and one for blue fin tuna. It costed about $282. However, minutes of departing we were informed we arent going after any blue fin, only yellow tail so I spent over double what I should have.Booked our trip in February for $879.75. When we arrived in July we were charged $50 more per person, cash only, due to increased fuel costs. We were not informed of this additional cost until 1 hour of departure. I was told I would not get a refund if I refused.Next, we were informed meals provided however drinks were $2 each (soda or water). There was no DVD player or cable as stated in booking.The showers did not work a full day due to crew not fully filling the fresh water tanks.They advertised fishing from sun up until sun down but really we just trolled 4 poles on the back of the boat for 12 hours, fished for yellow tail a quarter of the day, and then slept.When we did fish, the deckhands spent more time assisting their other friend deckhands (who caught 30+ fish) than the customers. Completely unprofessional..I would like a partial refund (50%) due to false advertising and unannounced mandatory additional charges.

  Business response

  11/02/2022

  I would like to address your comments regarding your trip in an effort to gain resolution.

  H&M Landing serves a fleet of 30 individually owned and operated vessels. Our role is to promote, process and support customer and fleet activity.

  Sportfishing is a dynamic activity subject to change on a moments notice given a host of variables such as weather, water conditions, and the previous days bite. H&M Landing supports customers by providing a variety of rental equipment for those who do not own their own gear. Our team of outfitters waits to hear from the vessel captain prior to departure to best know how to outfit our mutual customer giving them the best opportunity for success.

   

  It *** be after the captain informed our staff of what he wanted customers to be outfitted with for your trip, he *** have received different information from other vessels on the grounds and changed his gameplan. This does happen from time to time after the vessel is underway. I do understand your comments on having additional gear, however most trips this season saw our customers utilizing both light and heavy gear due to a robust bluefin fishery coupled with yellowfin, yellowtail and dorado.

  Looking at your catch for your trip with 22 anglers, you returned to the dock with 220 Yellowtail and 8 bonito. When compared to other vessels in the fleet fishing during the same period, there were a few bluefin, however the dominant species in the count were Yellowtail. A historic look can be found here: https://www.**********************/landings/h&m-landing.php?landing_id=21&year=2022&month=7&day=13

   

  Fuel surcharges have been a mainstay of our fleet this season. While unpopular, I am certain you experienced the same at the pump when heading to San Diego. Our fleet sets its prices in November for the following year. In November of 2021, we were not faced with staggering diesel prices or double-digit inflation. The fleet has experienced an almost tripling of their cost of fuel. We are unable to raise ticket rates, and to be honest, the surcharge is the most cost-effective way to help offset the fleets highest operating expense and still remain viable. In most cases, this surcharge still fell short of the **** but did help offset this staggering cost. 2023 will see a ****ed increase in fares to get back on level ground.

   

  Each vessel in our fleet is independently owned and operated and has their own policy regarding additional onboard fees. Most are all inclusive when listed, however some charge additional for beverages while others only additional for alcoholic beverages, such as beer or wine. We at H&M Landing believe in transparency in pricing and do our best with the information vessel owners provide. I have copied vessel ownership with your comments and will ask they reach out direct regarding their individual policy.

   

  Your comments regarding showers not functioning will have to be addressed by vessel ownership. This vessel is equipped with a water maker and produces their own fresh water. I would assume there *** have been a faucet left on after the vessel was underway, or possibly water was not topped off in between trips while the vessel was at port? You seem to have knowledge that I do not, so therefore again I will defer to the vessel owner on this topic.

   

  The vessel is outfitted with the latest in electronics including DVD player and satellite TV. ***** would be a challenge given the distance traveled on most rips. Large spools would be required to store and retrieve cable when headed offshore and would likely utilize all available deck space. Satellite systems are often at the mercy of the service provider. There *** have been a glitch that day, as this does occur from time to time. As technology advances, we are seeing less and less service interruption, however it is still not perfect.

  Fishing for pelagic species does require the vessel transit a large body of water to find a productive school. Once located, you will stop and catch and then get back underway in search of another. It is the nature of the fishery. Even though the vessel is not stopped with anglers lines in the water, you are actively fishing when on the troll looking for a school.

   

  When looking at the roster for the day of departure, I do see 22 paid passengers. I do not see any friend deckhands, only paying customers. Often regular customers will patronize a vessel due to crew service or their familiarity with the crew. Typically, deckhand friends will not require any level of attention since they are in industry. It *** seem as if they were deckhand friends, however it appears they were regular customers.

   

  I do appreciate your comments and as stated previously, I have copied the vessel owners in this communication. It appears to me there was a huge disconnect in communicating a game plan and game plan for your trip prior to departure and even some elements of the trip after you were underway as well as throughout the trip. If this were not the case, many of these points could have been clarified.

   

  Please remember all vessel in the H&M Fleet are independently owned and operated. My goal as general manager is to find a vessel that is the right fit for our customers. You have many choices withing our fleet and we will be happy to point you in the direction of a vessel that *** be better suited for your needs.

   

  We do appreciate your reaching out and trust you will give us the opportunity to earn you r business in the future and show you an experience that exceeds your expectations.

   

  ****************************

  General Manager H&M Landing

  Customer response

  11/02/2022

  I do not accept H&M Landings response for numerous reasons. The Captain told them what gear we needed within an hour of leaving. We were even delayed from leaving due to an issue with the fresh water. Once we boarded the boat it was minutes before we were told we would not be targeting bluefin tuna. That is not a timeline that supports your response and feel we were deceived into renting gear we did not need.

   

  The shower did not work because the crew failed to fill it with freshwater. The deckhands told us that directly. They also informed us the other paying customers were deckhands on other boats. Regardless of then needed the extra attention or notthey got it. Ive been on many charters and Im well aware how this is normally handled.

   

  we were also informed the direct tv has never worked by the deckhands. So again, false advertising.
  

   

  You say you cant raise prices but thats exactly what happened. If we didnt pay, we didnt fish. Who would drive 8 hours or fly across the county and then around for $100? Thats wrong. If you needed to implement a surcharge
  , fine, but you need ti email customers in advance and give them a choice with enough time to make an informed decision.. not as we are boarding.

   

  I deserve a partial refund for this trip. It was not the experience I was sold, it was not with the anger I tied I was sold, and I was deceived into gear I didnt need and did not receive an acceptable level of industry level standard service.

*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. ↩