Mike, who said he was the manager acted like a rude and insulting teenager when we ask if it was safe to travel back through a lightening storm. He refused to answer me and instead said that I had to come back when the time was up, and never bothered to ask of we were willing to spend the extra money on the time, which we were. And they had plenty of boats available. It was a slow day for them. He said, you are due back at 415. Goodbye. And hung up! I called back to explain I was not an experienced boater and could he please guide me through it and he continued his rude interrupting antics and when I explained that I would write a bad review on F.R. Smith and sons he made a baby voice and said "away, I'm gonna cry!" And then hung up again. I've never experienced such ride u professionalism in my life. Never again will they get my business and I advise you against it as well because I wish someone would have shared this with me before I gave them my business.
F.R. Smith & Sons Marina
responded on Friday, July 01, 2016 at 10:00 AM
We are very sorry to hear the you were unhappy with the response from our rental manager.
However, after speaking to Mike he explained in a little more detail what occurred. My understanding is that your husband requested an extension to you boat return time from 4:15 to 5:00, which was granted with the charge for the additional time. At that point, the conversation was turned over to you (the wife) where you discussed the threat of storms and your safety - which were not visible from our place nor on the weather radar. The conversation quickly became unpleasant and threatening to both our employee and with reviews online. Once you arrived back at the marina, still unsatisfied with our handling of the situation, you proceeded to threaten our Administrative Assistant with bad reviews. In the meantime, your husband apologized to Mike indicating that you were having a bad day.
There are times when make mistakes and there are times when we all lose our cool. I am going to chalk this up to one of those days.
I have spoken with Mike and all the rental staff regarding the handling of difficult situations.
Again, we apologize for any part we had in this unpleasant exchange.
FR Smith boat rentals are a bunch of mercenaries who are out to relieve you of every dollar in your wallet.
I dented a propeller on my $450 a day rental and they charged me $260 to repair it??? They also charged $14 to repair a nick in the motor frame. Then, to add insult to injury they charge $3.79 a gallon to refill the tank.
Save your money and stay home!
F.R. Smith & Sons Marina
responded on Wednesday, August 12, 2015 at 11:35 AM
We are sorry to hear that you are disappointed with the damage fees. We take great care to ensure that our rental boats are as close to brand new as possible for each renter. In order to do that, we have the renter inspect the boat before leaving the dock and again upon return.
If a prop is dented, bent or damaged enough we will replace it and that cost does get passed onto the renter. In this case, the prop was damaged and the cost to replace it was154.95 The dent/scratch to the boat was 13.79 with 30 min labor charge of 52.50 for a total charge of 236.73 with tax. We go through a detailed review of the boat and indicate whatever existing scratches or dents exist upon taking the boat and do the same upon return. The renter then signs the Rental Check Off Sheet to acknowledge the damage.
Regarding the gasoline prices, I would like to say the FR Smith caries high octane (93) and charges only 3.79 per gallon. Other marinas on the lake offer lower octant (87) and charge around 4.00. If anything, our gas prices are a bargain. However, they cannot be compared to auto gas because we are seasonal and buy less from the gas distributors - unfortunately this effects our purchase price and thus the retail price. We intentionally try to keep our prices as low as possible.
Again, we are sorry that you were unhappy with this process but we have found that this is not unique to our marina and is a common practice for most boat rental businesses.