I have had BoatUS for over 15 years. I have been happy with their services. I have had to use them a couple of times with only a problem on the last time. I also was running on one engine last summer on the way in from a fishing trip and it was getting a little choppy and the port engine was acting up. A boat US tow boat was sitting just outside Port Everglades so I asked them if they would follow me thru the inlet in just in case my engine quit so they could hook me up if needed. We will be glad to and followed me in. I gave them my member number so they could file their paperwork and was told we don’t need anything just call us again if you need any more help. Thanks I will be able to get home on one engine. About five years ago my next door neighbor had his 34 Sea Ray towed from Rickenbacker causeway to his house on the Dania Cutoff. Both of us have the unlimited option.
The following is a e-mail survey that I answered from BoatUS after my last incedent and their response.
On October 12, 2009 I was heading home to Ft Lauderdale from the Keys when I started having engine problems a little south of government cut. I stopped and anchored and as I was securing the anchor the engine alarm sounded and engine was hot so I shut it down and called on the VHF for boat US tow boat. I was answered immediately and asked if I had my boat US membership card onboard. I gave my member number and expiration date which expired September 2009. I explained that I had paid my renewal and had not received my new card yet. Ok we will be there in about 45 minutes.
I had called Boat US the last week in September because I had tried to renew online and could not. When I called Boat US they said my membership had already been renewed and that was the reason I could not renew online. I was told the membership included 125 dollar towing per incident. I respond that I need to fix that as I have had unlimited towing for at least 8 or 9 years as I have a 36 foot boat. I am going to the Keys in a couple of weeks so we need to fix that. No problem took my credit card number and said you will get your updated card in a couple of weeks but you are covered as of now.
After about an hour I called the tow company and they told me they didn’t have conformation yet. Called Boat US and they said I show payment was received and should be no problem. Called the tower again after another 45 minutes passes, still waiting they said so I asked are you coming yet. No we still don’t have conformation. I called Boat US towing and explained what was happening. Ok can you hold please? A few minutes later we need your position, ok we will contact the tow company, hold please, About five minutes later OK they should be there shortly. I had talked to customer services the first time not towing. About three hours have now passed and the sun is setting.
My cell phone rings and the captain of the tow boat is on his way. He apologized for the delay and was there in a half hour. We were hooked up and underway shortly. I will get you inside and then we will do the paperwork in calmer water. The captain apologized again and again and I told him I knew it was not his fault but if his boss had told me there was a problem I could have called and taken care of it right away. A little customer service would have been nice and he could have called me three hours ago and told me there was a problem instead of letting me sit out there. Now well after dark so I told the captain just get me in and I will drop the anchor and will get towed tomorrow. He calls the boss and he tells him to take me to their marina and we stayed the night at the dock and was towed the rest of the way the next morning. The captains were very professional and took very good care of us.
Dear Mr. Arline:
Thank you for taking the time to complete and e-mail your Towing Services Survey. It is this kind of feedback that helps us improve the Service and services we offer to our Members.
I am sorry that the tower made you wait while confirming your Membership. You are a valued Member of BoatU.S. and should not have been treated that way.
I am glad that the captain who towed you understood and apologized, and performed his job well.
Your comments will be kept on file for TowBoatU.S. Miami and we will share them with the towing company.
Thank you, again, for bringing this incident to our attention. If you have any other questions or concerns, please feel free to call or e-mail me.
Sincerely,
Chip Fardwell
Manager Towing Customer Relations
1-800-888-4869 ext. 3636
