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Complaint Details
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Initial Complaint
04/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They had my boat for 6 months this past year. Supposed to done work on it and Im not sure they did what they were supposed to fix. I know the lights dont work and now my radio dont work. They left my tarp off all winter. Their service is not reliable. They said I could pick my boat up and when I went to get it they didnt do what they were supposed to do. I made 4 trips up there before they supposedly got it fix. **************** is terrible!!!
Business response
05/06/2022
Tell us why here...Mr. and *************** brought their boat in for some repair work, when they dropped their boat off for repair work,they did not bring the boat in with their cover on it. Their boat set up in our front parking lot for a while as our ****************** was working through the service repair orders for the customers that were already there before them, The Whites called over the fact that their boat was outside still and their cover was off of it still, as we told them that is how they dropped it off to us. We are not responsible to put customer covers on unless they are dropped off to us that way.Once we finally got to their repair order, we pulled it into service tech bay and tech went through the requested issues. Some of the repairs needed parts ordered for it, just like many other companies we are fighting supply and demand issues getting what we order. It did take some time to get the parts in. Once the parts came in we got the boat back into service and got it finished up. We had our detail team detail the inside of their boat due to it sitting outside in the weather uncovered, when the Whites came in they were not happy with the detail they wanted it perfect, which was impossible to be perfect as they have an older boat with blemishes, cracked seats, had spots all over it etc. We tried to accommodate them put it back into detail again had them clean it up more,that was not good enough we even had our detail team wash their cover and again not good enough they kept on complaining. Finally, they were somewhat satisfied and took possession of their boat again. Two or Three weeks after they took possession of their boat, they called saying that their radio did not work and their lights were not working which they did work when it was In our possession. ************** called requesting we send him a new radio and I explain to him that we can not just send you a radio that if he would like to bring his boat back to us I would put it right back into service that day and have a tech look at it while he waited. He said no he did not want us to work on his boat again, I said Well then Im not sure what you would like me to do if your not willing to bring it in so we can see what the issue is. He then said his lights were not working, which was a repair order job that he had service fix back in 2019. He had never mentioned it to us in 2019 that the so-called lights did not work after he picked his boat up in 2019, nor in 2020. He did mention it when he dropped his boat off in fall of 2021 which the tech found that his ground wire was loose, and he had a few broken wires. We did not charge them to repair those wires and secure his ground wire. He then stated he wanted a refund for the light issue. I said we did not charge you for it sir, he said no I paid you back in 2019 for it I said I can not give you a refund from 2019 for something that was repaired, and you had no issues after we repaired it until now. He went on yelling that he wanted a refund then he wanted gas money for his trip to bring it in since he had to make four trips before he took possession of his boat back and I explained that he was the one refusing to take his boat and kept adding things for our detail crew to clean when we did the detail out of curiosity because they didnt put the cover on their boat . Then he wanted a tech to bring him a radio and come to the lake to install it for him which I told him that I only have 3 techs and sending them on lake calls are not anything we do as we dont have the staffing to do that. So I explained again to him that if he like to bring us the boat Id be more then happy to put it into service right away while he waited to see if we could get it fixed. He said no way then hung up on me. We have tried so many different ways to try and make the Whites happy, but we just have not been able to obviously meet their expectations.
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