Complaints

• Initial Complaint

  08/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 8-9-22, we traveled to *************** dock #1 in ************* to use our tickets to go to Mackinac Island while we are up here on vacation until 8-11-22. We were denied usage of our round trip ferry tickets to Mackinac Island through *************** of Mackinac Island ************** The tickets were purchased from Star Line on a "black Friday deal" and Star Line advertised that they never expire. There is no expiration date on the tickets, but printed on each of the tickets is "Tickets Good Anytime. Void if stubs are detached", which you will see in the pictures, they are not. We have had them for a few years, but since they don't expire, we thought we were good to go anytime. We found out they were not going to honor any of the tickets they sold when we were being honest and went up to the ticket counter to ask about paying the difference from a child to adult ticket for 2 of our kids as they are now considered adult fares according to the Star Line ticket prices by age. The gal at the ticket window #3 apologized, said they were no good because they don't use these tickets anymore. She advised that we call the 800 number on the bottom of their schedule. I called the 800 number and supposedly talked to a manager who also declined to honor the tickets and apologized that they stopped using them and are no longer valid. I explained to her that there is no expiration date on the tickets, and that printed right on the ticket is "Tickets Good anytime"; She again apologized and stated the tickets were no good. No one offered a solution, only an apology. All I wanted was for them to honor their tickets, or reissue us tickets that we would have used immediately. We would have paid the difference for our 2 kids that aged to adult fare. Now, I would like 5 adult tickets that can be used through 2023. My youngest will now be an adult fare on 9/1/22. I will still pay the difference from child to adult fare for my 2 kids that I originally inquired about yesterday.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 13, my wife and I and four grandkids and six bikes took the Star Line shuttle service from Mill Creek campground to the ferry dock. When the driver unloaded my granddaughters bike, he pulled off the rear derailer and rendered the bike useless. The first comment from him was that our bike transport ticket stated Star Line was not responsible for any damage. We could rent on the island and maybe get it fixed. We approached *****, the dock manager, about the problem and his response was to tell us to fill out a damage report. When we asked what good that would do, he suggested it would improve future service. Well, he had an immediate opportunity to improve service and declined to do anything for us.So, we hauled the bike to the island where ****** directed us to Mackinac Wheels and insisted we fill out a damage report. We did and the report supposedly went to *********************** who finally called about a week later after several calls to her. Mackinac Wheels did a great job replacing the derailer but this effort delayed our bike outing by 3 hours and costed $44.66. After that expense and $216.00 to transport ourselves and bikes to Mackinac Island and back, we were ready to roll.Since then, I wrote a letter to *********************, the **** detailing the lack of customer service. ***** has called me and texted that this issue would be addressed and that others would be in contact. It would seem reasonable for Star Line to reimburse the cost of the repair. It would also seem reasonable to reimburse for the unsatisfactory transport of our six bikes. The inconvenience and unresponsiveness seems to be part of life these days, but an inducement to be a return customer would be appreciated.

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