This review is specific to the way the store operates and scheduling management. This review does not reflect my view of the dive instructors (Tori and Kim Murray), both which are high quality, patient, and professional. My issue with the store starts with miscommunication about classes schedule. On May 10, 2018, I contacted Kim Malkoski to let her know that I would be able to please schedule for July 21st and July 22nd deep dive sessions. She came back confused and said she only booked one day in June, which was incorrect. I asked her to fix the issue and on May 21st she emailed back that she will fix both accounts. On June 30th 2018, both my husband and I attended the Night Diving class at the store and the instructor (Tori) noted that I should look into scheduling for both deep diving sessions and not only one. I proceeded to ask the front store person to fix/re-fix(?) the issue and one of the lady said she'll fix it. I then proceeded to work on purchasing flashlights which were mandatory for the dive session on the same day, when I was checking out for the gears, I asked the front desk one more time that my deep dive schedules have been fixed and the person has confirmed again that yes it has. On July 15, we returned for deep dive class and Kim Malkoski was there to note that we were (i) still scheduled for one day deep dive instead of two days, (ii) that we owed more money because we had not fully paid. We proceeded with paying for the outstanding amount, but the frustration of the multiple back and forth and the lack of focus and follow through from the store has definitely built from here onwards.
Second, the store did not send any e-mail communication/reminder whatsoever about the need to purchase flashlights, SMB, finger spool, and wet notes. I saw that they clarified the gear section on their websites, kudos to them so that future divers would not need to bear what we had experienced. That being said, when we took the classes, no clear instructions were given albeit the founder noted to me that if you look at its hard to navigate website there's a prerequisite tab which listed the gears. As such, we only learned about the need to purchase the additional gears on the day of or a day before the dives were to take place. Such limited amount of time would not allow us to price shop for comparable gears online leaving us no choice but to purchase from ECDivers, which charged an extreme markups to the gears compared to those available online. To be clear, I have no issue that ECDivers gear prices are higher than online. However, as a budget conscious diver, I would appreciate that ECDivers would send an email reminder a week before the class date so that I have the ability to shop and come prepared for the class/dive. I understand the founder is working on such email reminder. Similarly, I was not aware nor was I extended the 10% discount for the gears we bought from the store. Here is a price comparison, we paid full retail for 4 flashlights (we needed 2 per diver) for $270 (apparently 10% discount was not approved for us), similar gears (albeit of lower quality according to the founder) costed $15/flashlight totaling $60 online. Look, if you're an avid technical diver, $270 would likely be a good investment, but for a "fun" occasional diver it did feel like we were ripped off. The resentments continued to built.
Finally, on July 16 2018, we attended the deep dive pool session with Kim Murray. We both had a difficult time to adjust with the two tank dives and the new but awkwardly designed BCD. Unsurprisingly, given our poor performance at the pool, Kim Murray suggested that we have another pool session to increase our comfort level, we agreed. On July 17 2018, I called the store and spoke with Bill, there appears to be internal politics as I needed to contact Kim Malkoski. I asked given the tight turnaround time to discuss the scheduling with Nick and Alex (the founders) directly, Bill said to contact Kim first as to not step on her toes. I did and that's when Nick noted I would still be responsible for the cost of charters if the instructor decided we're not ready. I was upset by the way the cost discussion came up. The heated discussion ultimately led to Nick offering two options: refund or continue training, I picked training which he then reneged because I was noting that the store has no integrity due to inconsistent messages, miscommunications, and mismanagement. I just took a leadership integrity class and he noted the article I sent to him was biased as it conveniently fit with my opinion. He then said: I will be more than happy to refund...Or, I can decide to retract your statement, and we can move forward. I retracted my statement and he reneged again deciding that I'm not fit for his class. Funny that he pride himself as someone with integrity when his word and action did not match, and he did not honor the options he offered. How is that reflective of a person with integrity? read more
