Complaint Review: Vessel Documentation Online LLC

1.                            I received a letter from Vessel Documentation Online LLC (www.vesselrenewal.us).  When I received the letter it stated that my Vessel Documentation was expiring.  The letter described how to renew my vessel documentation online at www.vesselrenewal.us.

2.                            I went online and did exactly as they described and re-registered the vessel with the information contained in my letter from the company.

3.                            The problem was that they had placed my OLD "Official Number" on my letter that was already reassigned to the new boat owner of my OLD boat.

4.                            I called them to inform them That they sent the letter to me with my old “Official Number” And that I went online and registered with the old number which was not supposed to happen but their system allowed me to do it and they took my $75 American Express charge.

5.                            At that time, I called them to instruct them that the letter that was sent to me had an incorrect official number and that I would simply like to cancel the transaction based on the fact that the application that came to me would make it impossible to actually register my name to someone else is “official number”

6.                            They argued with me that they can’t assist me unless I give them my “Official Number”.  I Inform them that the number that was put on the letter was someone else’s official number they told me well then “I can't help without the Official Number”? I said; “OK then what do I do”?  They stated that “There is nothing I can do without your official number. 

7.                            Again, I instructed them that the letter that they sent me had the incorrect number on it they said they couldn't help me and told me that it was only a courtesy letter and that they had two systems and the courtesy letter was produced by a separate system.  that sounds reasonable so I said great can you please change the information in the system so that I don't receive these letters in the future and that you correct the database so that my letter has my official number.  they simply said “No“!

8.                            So I replied with; so you do have two systems but you will not update your system with the correct information at all is that correct?  Their answer was NO!

9.                            I said so you won't update the database and you're telling me I'm just going to continue to get these letters with incorrect information and that’s IT!!!

10.                        after much heated debate I finally asked them what else is there that I can do and they said well send an email canceling your application and we will take care of it.  I said; “OK that sounds great” and that's exactly what I did !

11.                        At that time, I received an email back from one of their billing people… his name was Bryce Hunter, his email, Stated that he could cancel my request but that he could not return the money and that there were no refunds and then he included the section in the document that I filled out online that included a statement stating that there were no refunds.

12.                        I am OK with that, and I understand the policy but if I was not sent that letter telling me that my renewal was expiring I would have never gone on line and put in an application that was fraudulent because the official number assigned by the United States Coast Guard that was on the list that they sent me was incorrect. I simply stated that this was a mistake made on their part and I was told to complete the application via the letter that they sent out but the cause of the information that was incorrect on the letter it would have been impossible for me to register under someone else’s official number.

13.                        After many phone calls and hang ups… I was finally able to get to a person who said his name was Andy Anderson which I assumed was incorrect but at the same time he said to me that he very well understands my situation and that he understands that the letter went out with the incorrect information but that didn't matter all he kept saying is there's nothing I can do without your official number there's nothing I can do without your official number and because the number that they sent me with someone else’s official number they wouldn't refund the application and they wouldn't continue to help me any longer

14.                        There were some very unfriendly conversations…

15.                        Today is Wednesday December 23rd at 11:43 AM they no longer take any of my calls because they see the numbers of the phones that I've been calling from so now they simply won't even acknowledge that I exist.

16.                        I fear that when I need to renew my valid official number for my new mode which I already have registered and it expires in June of next year I am afraid there will be repercussions and they will not renew my documentation.

17.                        it's very simple to have this resolved all I'm asking them to;

18.                        Recognize that they made an error and to simply credit me back my $75 to American Express.

19.                        Thank you in advance for anything that you do .

20.                        Brian Lehmann

21.                        blehmann@optonline.net

22.                        516-987-9066