Complaints

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My six friends and I rented a small boat on LadyBird Lake in ******, ** on 4/29/23. The rental began with a brief explanation of how to operate the boat along with an explanation of where to take it down river. We left the dock and within about ten minutes, the engine began to sputter and completely shut off. We were forced to wait in the middle of the river for about an hour before we were towed back to the dock. The employee who towed ** back noted we would likely get a full refund as well as additional compensation. Upon getting back to the dock, however, we were informed we would not be getting a refund for $200 and would instead be getting charged an additional $250 for a motor replacement fee. At no point did we misuse the boat or do anything other than what we were told to do by the company. We believe the engine propeller came off due to the deficient state of the engine and boat as a whole.

  Business response

  05/03/2023

  We understand how frustrating it is to be charged for damages that could have been avoided. It is equally frustrating to incur significant expense to both retrieve and repair avoidable damages to our rental fleet.  We are very transparent about this during the rental process.  As outlined in your signed rental agreement, you are financially responsible for any damage that occurs while the boat is in your possession.  There are specific charges outlined for propeller damages in this agreement.  In addition, we give a detailed orientation including a map of where you can and cannot go to avoid damaging the boat.  We follow this process for the hundreds of rentals we do in a season and usually have few instances of damage. If the boat malfunctions due to a mechanical failure not caused by hitting a stationary object, we are happy to refund the rental and make it right.  However, this instance was avoidable and directly caused by running the boat in an area that was too shallow (noted on the map in orientation). The result was an inoperable boat that had to be towed back.  Upon arriving to tow the boat back in, our employee noted that you said there was a loud sound and then the boat stopped working (from hitting a stationary object). Then you asked for a credit or refund and you were told that we had to assess the boat upon return to the dock.  He also noted the large number of beer cans on the table.  Upon inspection at our dock, the propeller was completely gone and all of the hardware was still present.  This means that the prop was broken off by hitting something stationary. It is impossible for the propeller to fly off with the hardware in place.  In addition,  the propeller is always inspected by our staff before each rental and the boat functioned perfectly upon leaving the dock for your rental.  ********* works fine with a replacement propeller and has been rented since so there is no motor problem.

  All rental companies will charge you for damage to equipment while in your possession and this is in no way predatory.     We simply charge for damages that are caused directly by the person operating the rental.  This is both reasonable and a practice used industry wide. For the reasons noted above, you are financially responsible for the damage caused during your rental and were charged appropriately.

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