Dri Port Marine

Complaint: [redacted] I am rejecting this response because: I never printed anything out in regards to the mufflerI had to repair that as well as my steering myselfThe very first time I took the boat out the steering did not workI had to be towed in by water patrol (I have proof of that) At the end of the day they are completely fabricating their side of the storyIt is obvious they are not willing to do anything about itI didn't have an attitude until after I was told they would take all the parts back offThat was the very first thing the old man behind the counter said to meThat is when I became angry as I couldn't believe that is how they treat a customerAll of their accusations are and obviously you are taking their sideIts okI will continue to spread the word about them (as I have already done) within the community that I am very active withinThanks, [redacted]

Mr [redacted] brought his boat in for the repair of issues as stated on the attached service ticket with no request for an estimate Also brought in by the customer were web page pictures of replacement mufflers to order (if they fit) for job # It was first determined that the steering issue was due to a defective steering helm, however when replacement parts were installed it became obvious that the steering cable would not adapt to the new helm - not uncommon when replacing older parts Mr [redacted] was informed of this need via the phone and did not ask for a pricing update It would seem reasonable to assume that a customer who brings his boat in and wants the exhaust replaced with units that were $200-$and then found out that the steering would need to be replaced could logically assume that the total repair would be well above the amount he stated!The fore mentioned muffler systems would not fit and after researching the subject it was determined that the specific mufflers needed to fix his boat are no longer available, thus we attempted to repair them incurring a much lower cost When installing the replacement steering helm it was found that the stereo, which mounts alongside the steering helm (new version is slightly larger) would not fit flush in the dash Since the stereo housing was already broken and didn't hold the stereo in place it was determined to leave it as-is Unfortunately this was not conveyed to Mr [redacted] .Mr [redacted] was called when the work was completed and give a total When he arrived to pick up the boat he in-fact had "attitude" and wanted us to discount the work performed He was informed that we could not do that, when the conversation escalated and he began using profanity he was told that we would have to take the parts back out the boat if he didn't want to pay for them!After taking the boat home Mr [redacted] called back regarding the stereo fit, we explained why it no longer fit correctly and that there are newer stereos on the market which are shorter and may fit without interfering with the steering helm He then demanded that we give him one for free! He was told we would not and he uttered more profanity, then went on social media to complain and utter more profanity It was at this point when I stated that he was not welcome any longer as a customer The steering system is a mechanical component that worked well after replacing the parts and the muffler was not a guaranteed fix, however if the steering is truly "not working" we would gladly repair or replace the parts using the manufacturer's warranty

Initial Business Response /* (1000, 5, 2015/08/17) */
Contact Name and Title: *** *** VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@driport.com
The repairs in question are related to the power trim/tilt (raising/lowering) of the motorCustomer picked up the boat on 12/6/and
performed trim function himself before leaving the parking lotHe again would have used this functions when putting the boat in the water
This job was handled as an insurance claim; approved by the customer's insurance companyDri-Port was made aware that the customer was having an issue late July/early August of and requested customer to bring the boat in so that the issue could be addressedCustomer was advised that wait time was to weeksTo date, customer has not brought the boat inDri-Port Marine is unable to address any function issues without the boat present

Initial Business Response /* (1000, 6, 2015/05/20) */
A compression check was specifically requested and doneA 'general lookover' was requested and doneCustomer declined the $boat inspection that was suggested for a full inspection with reportWe do not do same day serviceWe did,
however, keep the boat inside as there had already been a hard freeze and the boat was not yet winterized*** spoke with the customer on the phone and explained what an expansion plug is, that one plug coming out is not a clear indication of an improper winterization and advised the customer to bring the boat in for inspectionCustomer was advised that Dri-Port would need to see the boatIf repairs were necessary that did not relate to the winterization he would obviously be chargedThe boat has not been brought in
Initial Consumer Rebuttal /* (3000, 8, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There were no definitive NEW wrench marks on any of the engine/manifold drain plugsVisually verified by different peopleHow did the water get removed form the engine? There was no new sealant or tape applied to any of the plugsYou state that there is no same day service, however I spoke to your service Mgrand he said I would receive a call that eveningDon't say it if you can't do itIn addition here is a explanation of the part you say "just fell out" that you want to charge me to repairIt seems that water still in the motor is the causeThis was pulled from the internet from and engine builderNot something I made up
If you look on the side of an engine block you will see a line of circular depressions about an inch and a half in diameter and about a quarter of an inch deepThese are actually holes in the side of the engine block which are plugged with a dish shaped metal plug called a "freeze plug" or "expansion plug"
WHAT FREEZE PLUGS DO
As with many things on a car, there is an "official reason" and a "REAL" reason for freeze plugsThe official reason (and the source of the name) is this: If you run just water with no antifreeze in your car's cooling system the water can freezeWhen water freezes, it expandsIf water freezes inside your engine block, it can expand and crack the block, destroying the motorFreeze plugs (or expansion plugs) will "pop out" and supposedly prevent thisIn reality this doesn't work all the time: I've seen MANY blocks destroyed by cracking without the freeze plugs popping out, or if they do pop out the block cracks anyway
I will bring the boat as you requested but will not pay for the repairsI feel that it is reasonable for me to be there to watch your mechanic to do the inspection to avoid any further damage to my boat by your service deptIf you give me a time that you will inspect the motor I will be there and wait while you lookIf that is acceptable please contact me at XXX-XXX-XXXX

I took my boat into Dri Port Marine August 16, I told them the issues that I was having with my boatAfter several days of being there I called to check on the statusI was informed that it was going back into service the next day to have repairs doneThey said the boat had already been diagnosed and was going in next day to get repairedI then proceeded to ask "How can you repair something when I was never informed of what is wrong or what the cost would be?" I was told that if a repair is no more than $200-$they would not ask permission firstWhen I was called to come pick up my boat I found out that the repair was $not $200-$(Big difference)As I was picking up the boat I expressed my concerns on price I was paying versus what I was told over the phoneThe immediate response I got (with attitude) was "Do you want us to take all the parts back out?"I ended up paying for the repairAs I got home I realized my radio was hanging out of the dash by the wiring

Complaint: [redacted]
I am rejecting this response because:
I never printed anything out in regards to the muffler. I had to repair that as well as my steering myself. The very first time I took the boat out the steering did not work. I had to be towed in by water patrol (I have proof of that)....

At the end of the day they are completely fabricating their side of the story. It is obvious they are not willing to do anything about it. I didn't have an attitude until after I was told they would take all the parts back off. That was the very first thing the old man behind the counter said to me. That is when I became angry as I couldn't believe that is how they treat a customer. All of their accusations are false and obviously you are taking their side. Its ok. I will continue to spread the word about them (as I have already done) within the community that I am very active within. Thanks,[redacted]

Mr. [redacted] brought his boat in for the repair of 3 issues as stated on the attached service ticket with no request for an estimate.  Also brought in by the customer were web page pictures of replacement mufflers to order (if they fit) for job #2.  It was first determined that the steering issue was due to a defective steering helm, however when replacement parts were installed it became obvious that the steering cable would not adapt to the new helm - not uncommon when replacing older parts.  Mr. [redacted] was informed of this need via the phone and did not ask for a pricing update.  It would seem reasonable to assume that a customer who brings his boat in and wants the exhaust replaced with units that were $200-$300 and then found out that the steering would need to be replaced could logically assume that the total repair would be well above the amount he stated!The fore mentioned muffler systems would not fit and after researching the subject it was determined that the specific mufflers needed to fix his boat are no longer available, thus we attempted to repair them incurring a much lower cost.  When installing the replacement steering helm it was found that the stereo, which mounts alongside the steering helm (new version is slightly larger) would not fit flush in the dash.  Since the stereo housing was already broken and didn't hold the stereo in place it was determined to leave it as-is.  Unfortunately this was not conveyed to Mr. [redacted].Mr. [redacted] was called when the work was completed and give a total.  When he arrived to pick up the boat he in-fact had "attitude" and wanted us to discount the work performed.  He was informed that we could not do that, when the conversation escalated and he began using profanity he was told that we would have to take the parts back out the boat if he didn't want to pay for them!After taking the boat home Mr. [redacted] called back regarding the stereo fit, we explained why it no longer fit correctly and that there are newer stereos on the market which are shorter and may fit without interfering with the steering helm.  He then demanded that we give him one for free!  He was told we would not and he uttered more profanity, then went on social media to complain and utter more profanity.  It was at this point when I stated that he was not welcome any longer as a customer.  The steering system is a mechanical component that worked well after replacing the parts and the muffler was not a guaranteed fix, however if the steering is truly "not working" we would gladly repair or replace the parts using the manufacturer's warranty.