Brunswick Landing Marina

Thank you for taking the time to write a review John. We are sorry that you feel that you were treated unfairly. We recently instituted a policy requiring a 14-day advance notice for departures for all of our month-to-month customers. We found that we were turning a considerable number of customers away, telling them that we were full, because we did not have accurate departure dates of our existing customers. We felt that this was not fair to the new customers nor to the marina. In order to keep things as streamlined as possible, we ask that all month-to-month customers provide the Dock Office with a 14-day advance notice for all departures. This allows us to reach out to people on the waiting list and gives them time to get to the marina. Again, we are sorry that the policy caused you to have an unpleasurable experience, that is certainly never our intention. -Michael Torras, Marina Manager

Hey Louis, so sorry to hear about your difficulties in docking at the marina. Our dock staff handles 100s of boats every year and this is certainly troubling to hear about. However, our records show that you were docked on the T-head dock, with no neighbors, so we are unsure of how this event could have happened. Either way, we are sorry that you did not have a perfect experience during your stay with us and we hope to leave a better impression with you next time.

Oh Brian, although we tried our best, it is unfortunate that you are one of those customers that are simply impossible to please. This is the 11th place that you have spammed your negative review. If you had put that much effort into following the rules that everyone else follows at the marina, then we would not have any issues. I am going to respond to your complaints one by one. ######## In your prior reviews you posted, you complained about our mobile pump out cart and that we charge $35 per pump out, and that if we are required to come back a second time because our mobile pump out holding tank is not large enough then you were charged an additional $35. Each pump out takes two marina staff members and takes a considerable amount of time to complete round trip. It is done as a courtesy to our customers. We also have a high-speed, free pump out option on Dock 1, as you mentioned. However, your statement that the water is too shallow to use it is simply not true. There is plenty of depth at all but one of our slips in the entire marina. ######## We have found that social media is the fastest, easiest, and least intrusive way that we are able to communicate with our customers. In the situation you mentioned, a picture was posted to our Brunswick Landing Cruisers Net Facebook group showing a pile of construction materials that was left on the pier, taking up space that is used by everyone on that dock. We did not know whose stuff it was, so we posted a picture of the refuse with a caption that said, "Please do not forget to remove your personal items from the public areas when you are finished with them, please." You took this as a "public shaming" and were mad that we did not come to you personally about it. Brian, if we knew whose stuff it was, we would have certainly come to you but how were we supposed to know it was yours? That seems like a silly thing to be upset about. What if everyone left their items at the tops of the piers, taking up the public spaces? We wouldn't have anywhere to even walk anymore. It is just a common consideration to others. ######## While you were staying with us you had numerous run-ins with staff and other customers. You became one of the customers that everyone likes to avoid because you were impossible to please. It got so bad that your wife even came in behind you to apologize for your outrageous behavior. ######## We are sorry to hear about your perishable shipment being mishandled. We have 100s of packages coming in every week and we do not have the manpower to categorize them and to make calls to everyone about their items. We ask that anyone that is expecting something time sensitive to please let us know in advance so that we can keep an eye out for it. You did not do that. You only became enraged and wanted to blame the staff. That's not a fair thing to do and certainly does not encourage people to want to be helpful to you in the future. ######## After you left the marina in your fit of rage, we refunded your deposit for your upcoming reservation and emailed to let you know that it had been cancelled. We are at a loss for words that you went on a negative review campaign upset that we had the audacity to cancel your reservation even though you thought our marina was so poorly run. Why would you want to come back if you disliked the marina so much? ######## You stayed with us multiple times and each time there was a cloud of gruff surrounding you. We hope that you'll be able to find a marina somewhere that is better suited to your whims, however Brunswick Landing Marina does not seem to be that place. Happy sailing.

Hey Joshua, thank you for the kind words and sorry to hear that you left with a bad taste in your mouth. We require a 14-day advance notice from all long-term (month+) customers. This is included in the rules and regulations you signed before your arrival. We implemented this rule because people were departing with zero advanced notice which would cause the slip to sit empty while the dock office tried to arrange for a new customer to move into the slip. This was not fair to the marina, nor the other customers that are on a waiting list. -Michael Torras, Marina Manager

Good morning, We are terribly sorry that you were not able to get service at our Boat Yard. We have spent the past few years making major improvements to the facilities and efforts in rebuilding our team. The results have been an absolutely jam packed schedule and a waiting list to get into the yard. We hope that in the future you will be able to give us a bit more of an advanced notice so that we can try to work you into our schedule. Thank you.

Thank you for the kind words Captain Walters! I called and left a voicemail for you just now. We would like to hear from you when you get a chance about what we can do better next time to turn your 4-star review, into a 5-star review. Please reach out when you have a moment and let us know what we can do to improve! Thank you again. -Michael Torras, Marina Manager

Hey DeeDee, we are terrible sorry to hear that you did not have a perfect experience while staying with us. The marina has quite an extensive waiting list since we were award Best Large Marina of the Year last year and dock space has been severely limited. When we extend a person's stay, we are also delaying another person's arrival time. We absolutely do our best to make everyone happy, but it is simply not always possible.

Hey Eric, we are sorry to hear that we did not fully live up to your expectations while you stayed with us. We have heard the suggestions of our customers and we are currently in the middle of an entire remodel and expansion of that bathroom facility near the north end of the marina. The facility in the past could only handle two people at a time. The new facilities will be able to handle 8 people at a time and will also include free laundry! We hope to have this finished up in the next few weeks. Sorry for the inconvenience.

Hey Mr. Krizmanic, Your review certainly catches us by surprise. You originally made a reservation for May 1 to June 1, 2022, and were a no call, no show. We called you and you changed your arrival date to June 1, 2022 with a departure date of June 15, 2022. We held the slip for you and again, you were a no call, no show. Both times we waived the forfeiture of your deposit as a show matter of courtesy to you being a new customer. You then called us on June 17, 2022 and told us that you would arrive the next day. You again, did not show up on the day you said you would, and did not arrive until some days later. We allowed you to keep your deposit, against our no call, no show policy, despite no showing on your arrival date on three separate occupations. Once you were finally at the marina, you came into our boat yard office to discuss having us change out your alternator. You mentioned that there was a spacer that may need to be replaced at the same time. Our lead mechanic was there during the conversation and agreed with you that the spacer would need to be replaced at the same time. You told us that you did not want us to buy the spacer and that you would buy it and then let us know when it came in so that we could schedule the work for you. To date we have not heard back from you regarding the arrival of the spacer so we never put you on the schedule. We have called you multiple times and still have not heard back from you. We recently hired an entirely new Boat Yard crew earlier this year and this is the very first less-than-perfect review that we have received since then. Matt, the Boat Yard Service Coordinator, has been johnny on-the-spot with scheduling work and service calls since he started so to hear that something or someone has been overlooked is not an issue that we take lightly. We are sincerely sorry for your less-than-perfect experience and we are happy to get your work on the schedule if you'll allow us. Thank you, Michael Torras, Marina Manager

We love hearing about happy customers!! And we are aware that the onSpot wifi network needs to be upgraded as it is 5-7 years old which is ancient when dealing with technology. We are in currently in negotiations to have the entire system upgraded which should provide immensely superior coverage and speed.

Hey Phil, I am terribly sorry that you had a bad experience during your overnight stay with us. I can assure you that this is not the way that we typically do business and that it is complete unacceptable for you to have been treated that way. Please give me a call and let me make it up to you. I have spoken with our staff and it seems that this was largely a misunderstanding. You can give me a call at (912) 324 7415. Michael Torras Marina Manager