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We had a reservation with Tangled Web aka Keith Web. We pre-paid to get the discounted price. He sent me the location where to meet on the date and time agreed upon also sent me a picture of the black pontoon that was my rental. Upon arriving at the location he sent me, there were two black pontoon boats just like in the picture in my email. One in the water already and one still hooked up to the truck and a worker telling a group of people how to run the boat. I walked up to that boat and asked the worker if either boats were Keith Web's boats, because I thought maybe one of the black pontoon boats were my rental and there was a large group that separated into both boats, and he said he doesn't know Keith Web. I asked to use his phone and he said he does not have service down at the boat ramp that I would need to go to the top of the drive to the intersection to get service. After multiple phone calls and texts, we decided that we were not going to be able to have a boat rental and we went back into town. There was a truck with a white pontoon boat that turned down to go to the boat ramp at the intersection while we were waiting to turn to go towards town. After leaving multiple messages about my situation on different phone numbers that were given to me from other boat rental companies Keith finally called back. He said he was there all morning and I told him you were not there and he said his website and scheduling was not working and that we were not going to be in the black pontoon boat that we are in the white pontoon with blue top and that white pontoon with blue top boat has been in the water since this morning. I told him no it had not because we were there on time and the boat was not. Also, I told him the boat didn't go to the boat ramp until 230pm (we were scheduled for 1pm-130pm). The point is I was sent in my email a picture of the boat for my rental and I think he had a big group and gave them my rental instead. He did reassure me that if we came back to the boat ramp our time would start when we got onto the boat. We showed up to the boat ramp he had his worker introduce us to the white pontoon with blue top. His worker was the same one that was on the black pontoon earlier when I asked him if he knew Keith Web and he told me he did not. On the white pontoon with blue top, the trim for the motor did not work you had to go to the outboard motor itself and move it up and down, the steering was incredibly difficult to turn as well. The boat was extremely dusty and had pine needles on the floor, hence the reason why I believe he gave my rental to the other party because there were so many of them and scrambled to get another boat on the water for me after all of my texts and calls. Keith said he greased the steering but it was extremely tight. There were no anchors or ropes if you needed to tie off. Upon returning the boat I found Keith in person at the boat ramp and talked to him and explained how frustrating it was to operate the white pontoon as well as not having the initial black pontoon we were supposed to have and the communication was terrible. He had excuse after excuse. Yes he sent the location a week prior but he did not communicate that the service was horrible at the boat ramp, he did not tell me where to meet him or a worker of his or what truck he drove etc. I had no idea who to look for at the boat ramp. I explained all of this to Keith and asked for some sort of discount and he continued to give me the run around and his girlfriend or wife stated that he should offer the same price for the next time IF we decide to rent from him again. I did not ask for a full refund due to the fact that we did take the boat out, but I believe he should have given some sort of discount without expecting me to rent from him in the future. His communication and unwillingness to give a discount after our whole experience with his company is upsetting and frustrating. I have not had this experience with any other companies...
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Rarely write reviews but wanted to specify for hard working families that get to take vacations on a rare occasion, like ours. I wanted to point out a few things but wanted to start by saying the people who we dealt with were very friendly therefore I gave them 3 stars. And maybe this review will help enrich their business and help improve their overall customer experiences.
Communication: it took us an hour to find their location. Their cell reception was horrible and we couldn’t get into touch with them to pinpoint exactly where they were. Also, when we finally found them, they mentioned there would be a driver of the Supra boat we rented. That wasn’t an issue but that would have been good to know when the communication was being made prior to.
Advertising: they made it clear over and over that we are to inspect all equipment, tube, boat, jetski, and lily pad, before departing. PLEASE make sure you put this as a priority. When we decided to float on the lake and the lily pad was not on the boat. And reading prior reviews of people getting charged for missing equipment, I’m now wondering, if we wouldn’t have noticed and mentioned the lily pad to the boat driver and he informed us there wasn’t one, if we would have got charged for a “missing” lily pad.
CHECK ALL FUEL LEVELS: We failed to check the fuel level of the boat before departing because with 4 kids—getting everyone in life jackets and from running near the lake while signing paperwork—and being thrown off with a driver being provided, that slipped our minds. BUT, when it was time to refuel, our fuel to the Supra was $286. We only rented the boat for 3 hours. And we fueled 47 gallons worth on the boat. It didn’t click that it didn’t add up till after we were home and reviewing our expenses. During the time of refueling, I got extreme dehydration and became nauseated with a horrible headache. I went into the Marina and laid on floor of the air conditioned building. So the amount the fuel cost wasn’t clicking that it didn’t add up correctly. I brought this up to the owner of the boat after I reviewed my expenses and they stated “Well I cannot dictate how much fuel U used if you were unhappy why didn’t you tell me at the end of your rental instead of waiting days later”. Instead of them saying… “based on the time you used the boat, you’re right… something doesn’t add up correctly”. Just feel like this company really relies on the customers to catch things to avoid from them potentially being dishonest. Before I added this part in my review, I called a dealership in my town that sells the exact Supra we were in and explained we tubed for 2 1/2 hours and floated for 30 mins. And they mentioned there would be no way we used 47 gallons of fuel doing that. Additionally, Tangled Webb states if you return the boat not fueled, there would be a $100 refueling fee plus a 6% credit card charge. So their fees are WAY lower for brining it back not refueled than what the refueling cost actually was 🤔. I really wish I was in a good state of mind and my husband as too busy trying to make sure I was okay when all this was happening.
I hope this review helps other families. This was our first vacation in five years. With 4 kids, it’s very hard to save for such occasions and took us a while to finally be able to do something like this. So knowing other families in the same situation, $186 can allow their family to eat a good meal or do another fun activity for...
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This place doesn’t even deserve ONE STAR! I rented a boat & a jet ski! My friend flipped over on the jet ski due to motoring going dead. Someone passing was nice enough to help us reel the jet ski back in . The owner employee was there when the jet ski was brought back in . Literally 15 mins . The OWNER was rude and very racist . Money was NOT a problem did you see how easy I paid the $950 you greedy person 🙃! He then in turn told me an if you dispute the charge , I will just dispute it right back . I was talking to him and him walked off mid -sentence and kept talking smack . Was this because I’m a Woman or black ? You’re in the business of customer service but your attitude was HORRIBLE . Oh and while I waited on the owner to get off the boat .YOUR employee said yea he’s really money hungry because he has alot of debt . She also said that your boats has been breaking down! And you were actively renting others people boats just to go and retrieve your OWN boat . Why was I not advised of this before hand ! Next time you try to be rude ,check your employee first . Because SHE had a a lot of mean things to say …about you “fixing “ your boats just for them to break down on ppl ! I stood then even when the OWNER was being a jerk an spoke nothing but kind to you ! So PLEASE DONT CONTACT NOW! That this review is posted ! I will not take it down ! Thank GOD my friend was not hurt on your make shift fixed jet ski! Your equipment does not run properly ! Oh and before I could even tell you what happened …I heard you blurt out no refunds . 😆! Your money hungry and in the wrong business to be serving people ! IF YOU VALUE your life stay away from this establishment!
Update : It’s crazy you updated your review 4 days ago . Your vessel was not submerged under any water causing a complete flood that is a lie! I WAS NOT RUDE but your husband was to me an my friends . Your a liar an a very bad one at that ! You guys called my phone repeatedly at 11:30 at night . A day before the review was updated . YOUR COMPANY is garbage and racist ! I’m black so I was hostile? You were not even there ! I didn’t raise my voice but your husband did to me ! NOTHING was damaged ! Your company is not family oriented your money hungry and putting people life at risk with your outdated equipment. There is no inconsistency of the series . What I do have is the entire event on camera . From the moment the jet ski went off till your husband speaking so rude to ME! So let’s stop the lies ! Your company is STILL trash...
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