ComplaintsforWhiskeytown Marinas LLC

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,My name is **** ****** and im seeking assistance to resolve an issue with this company.*** been their customer for quite sometime and *** never had an issue with them until recently when i was trying to cancel their services, according to contract on a yearly slip rental it states if a customer wants to cancel for any reason they could by letting them now a month in advance, on july 28th 2024, i called whiskeytown marinas oak botton main office and spoke to one of their admins who i was asked about canceling my slip and what the process on their end was, they told me theyd noted it and nothing else was needed, to my understanding in contract it was required for me to put it on writing when i never received a follow up email from admin after our conversation was over. I asked multiple times "if there was anything on my end i needed to do" they replied no, so i paid for my upcoming month of August 2024 and reminded them itll be my last month. I didnt receive an email or any sort of confirmation per our conversation.September 4th, 2024. A month after my cancellation i received an email for a bill for this months mooring contract, i was confused because to my belief mooring was canceled back in july for septembers month. i called the ****** and the admin that answered was very disrespectful, the moment i told them about cancellation and how i had spoken to someone a month ago they became condescending to me and pretty much told me she wasnt going to help me and that i was pretty much screwed and that there was no way out of the contract without proper steps, as i tried to explain to her that i had, she would continuously cut me off and talk to me like i was stupid, she didnt take the time to help or listen, very defensive and unprofessional and even hung up the phone abruptly and decided to communicate with me thru email after that. all i wanted was to cancel my slip since my funds are tight, she didnt care and told me id have to pay a penalty if i canceled.

  Business response

  09/18/2024

  Mr. **** called our office on Sept 5th stating he called on August 15th to cancel. The office person who answered the phone just said "ok". There were no notes made on his account of a phone call made or referencing a date that Mr. **** called. 
  
  He did make a payment on July 23rd. When he called on Sept 5th, he was very specific and said he called on Aug 15th. I let him know that we need a written notice of cancellation, and he got upset and just kept repeating that he called on Aug 15th. I let him know that is fine, with the 30 day notice Sept 1st Invoice is still due. He again said that he wasn't aware and called and wasn't given any information. I let him know he has a mooring slip agreement and he can refer to it as it does state how to cancel and I explained the cancellation process of a written 30 day notice to him. 
  
  We lost connection or he hung up, so I followed up with him via email. Please see attached emails and boat mooring slip agreement. I snipped the part for the cancellation in addition to attaching his full agreement. 
  
  Mr. **** still has not sent in an official notice of cancellation. I have his Sept 5th email where he is explaining his phone call. I can recognize he made a phone call and accepted his Aug 15th per our phone call to help him per my email at 12:27pm. I still have not received a response from him. I do not know if he has taken the time prior to making a complaint to review his mooring agreement. 
  
  Per my Sept 5th email at 12:27pm I state I have his account cancelled as of Aug 15th and that I will write off his amount due and close his account. 
  
  He did not fulfill his Annual Agreement of 12 months and I won't be able to rent his slip out now due to winter coming and no one books a slip in the winter. So we had his slip booked for him through the end of December which is what he wanted. The 30 day Notice of Cancellation is given when you don't want to continue after your agreement, so he is doing an early termination in which normally a fee would be due as well. He paid a discount for the annual rate, had he wanted monthly the rate would have been higher. 
  
  There is not much more I can do for him other than forgive his outstanding balance and close his account, as I did as of Sept. 5th.  I am not sure why Mr. **** did not send any notice via email or the US post office to follow up on his cancellation. 
  
  Please see attached. 
  
  Sincerely, 
  
  
  ****** ****
  General Manager
  Whiskeytown Marinas, LLC

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