Initial Business Response /* (1000, 5, 2016/07/15) */
July 13, 2016
To begin, it is noteworthy that while you review all of the documents for customer [redacted], none were signed-for by [redacted]. In fact, Captain's Orders, Inc. had nowhere near the amount of contact with [redacted] as with...
his wife [redacted] (See all work orders signed by [redacted]), until this complaint. Those visits were always cordial and wandered into personal stories on her side as well as both of the owners. This is the reason that the account is set up in [redacted]'s name. (see Transaction Activity.) At no time was there ever a "....somewhat irritated and annoyed attitude from the owners..." until one month ago, in June of 2016.
In reality, at the time of the trailer request, [redacted] and I were so "chummy" that [redacted] had entered our store and shared that she was incredibly busy and she was in the process of working a full schedule as well as trying to move-out /take their child (daughter?) to college. She mentioned she would like to leave the trailer at Captain's Orders, Inc. for a week or so after we had finished the work if that was OK. Captain's Orders had no problem with this favor and agreed that it would be fine for her to store her trailer here during that time.
The boat trailer bunk and wood was replaced per a mutual signed contract between Captain's orders, and The [redacted]'s. The actual date that the trailer was brought over was actually August 7, 2015 (See dated & signed work order) Not 9-2-2015 as [redacted] has stated. [redacted] and [redacted] had a lengthy conversation with [redacted] who advised them of the poor condition of this trailer. This subject of condition is relevant here because they were deciding what they should and shouldn't include for repair on the trailer, in order to keep the cost down. They were advised of the defective brakes, rusted out brake Master Cylinders, AND the poor condition of the "rubber" (on the tires.) [redacted] also encouraged them to have the wheel bearings inspected before taking this trailer on the road. At that time, we were told that although we had provided 3 separate estimates for storage (See Transaction Activity 6/26/15) they had found a place that was cheaper having been referred by their neighbor [redacted] said, if there were issues with the trailer, it didn't matter because the people who were hauling it would ultimately be responsible.
Captain's Orders, Inc.
[redacted] Road
[redacted] IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Email: [redacted] Web: [redacted]
Continued
Once the assessment with [redacted] was complete, [redacted] came in to complete the paperwork. She repeated that she'd like to keep the costs down as much as possible. This is illustrated on the signed work order which also says the following: "...fear side wood needs to be replaced, don't replace any other wood unless it's rotted." Work orders are transcribed by me as the customer describes the work to be performed. Then the customer is asked to read it over, make any changes or additions and then to sign.
Captain's Orders, Inc. replaced, Qty 4-2x6 bunks with new 2x6 treated lumber. They were each covered with marine bunk carpeting. The [redacted]'s own a Trail Master Trailer.
The bunks were replaced using the same method the manufacturer used in the original assembly of this trailer. The new carriage bolts have a square shoulder with a round head. The purpose of the Shoulder is to prevent the bolt from turning once it is Drawn
Down into the wood. This allows the installer to tighten each bolt flush with the surface of the wood. TrailMaster does not use any type of cap or other material over the head of their fasteners. All of the work was done in accordance with the manufacturers specifications
The work was completed and then invoiced on September 2, 2015. (Again, not the date it was dropped off) [redacted] picked up their trailer on September 4, 2015. (see date of payment on Transaction Activity)
Upon pickup 9/4/16, there was no boat on the trailer. The bunks and side guides were fully visible from all angles and there was a clear view for a full inspection of the repairs. [redacted] inspected the trailer and then came in and paid the invoice. (See Transaction Activity dated September 2, 2015.)
8 Months later, on May 6, 2016, [redacted] came in to drop off the trailer again. She told me that they were very disappointed in the facility that stored their boat. She said (and repeated in numerous conversations we had during the month of May) that due to the boats condition and because of the fact
Captain's Orders, Inc.
[redacted] Road
[redacted] IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Email: [redacted]@captainsordersinc.com Web: [redacted]
Continued
that that storage facility was so far away in Michigan they would like to store their boat with us in Fall of 2016. She said she lost the original estimates, "did we still have the Numbers?" I told her I would look for them. (See Transaction Activity Dated 6/26/15) She described that the boat was returned back to them dirty and full of leaves and foot prints and appeared to be poorly taken care of while in their possession.
This particular services request on May 6th was being made by [redacted] because apparently a person from the storage facility told her the Trailmaster needed a new winch mechanism and winch strap. When she dropped off the trailer and we filled out the work order, (See Work Order May 6, 2016) she showed [redacted] the winch strap and then came in to sign-off on the work order. It was at this time that [redacted] observed that the trailer tire tread was tearing off and had exposed the tire steel cords. (SEE Email to [redacted]@comcast.net" May 6 ) When the trailer was re-inspected by [redacted] though, it was determined that the Winch Mechanism was fine and that they only needed a winch strap. I called [redacted] to inform her of the condition of the tire. Both [redacted] and [redacted] came the following day to see the damage. [redacted] explained that the trailer had been used like this to haul the boat to central Michigan for storage and returned in early May 2016. They said that on the return trip the winch strap broke and the driver had no Transom tie downs (ILLEGAL AND DANGEROUS) to secure the boat to the trailer. This allowed the boat to dance between the side guides and hammer itself on the bunks over this 100 mile journey. The practice that the driver from this "dealership" portrayed in this situation is in no way normal nor is it a standard that anyone should use. Rules of towing a vessel (let alone someone else's property) dictate that proper steps be taken in inspecting, hooking up and hauling the boat. Oftentimes, this is done in any business, by using a checklist. Most professionals from a Boat Dealership would never put themselves in such a libelous position nor should anyone have such blatant disregard for safe transport and procedures of towing across state lines on the open road.
Aras and I explained to [redacted] and [redacted] during numerous phone calls and again in numerous emails (see letter dated June 14th and the all subsequent emails) that Captain's Orders will not be and are not responsible for such Gross Neglect on behalf of the irresponsible driver of that storage facility as well as the disregard for others safety that the [redacted] themselves portrayed once knowing they were fully aware of the dangerous disrepair of their trailer and allowed it to be hauled in this condition.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In an attempt to be brief, we (The [redacted] reject the reply from Captain's Orders. We seek a full refund for the poor workmanship on our boat trailer. This is the heart of the issue.
The circumstances leading up to the trailer being repaired and what occurred after the repair are very relevant, but how does one argue with a dishonest merchant? We care deeply for the condition of our boat and trailer; why would we not? Why would we have services of [redacted] with Captain's Orders alone if we did not care for our boat and trailer? Simply stating untruths by the merchant such as informing us of tire condition prior to winter storage, stating that our wench strap broke in transit, stating that we store our boat in central Michigan rather than southwest Michigan, stating that we did not care about the trailer, trying to blame another merchant (who is btw fully accredited with the Revdex.com since 2010), or the countless other untruths is dishonest and ridiculous. To continue to address every untruth stated by Captain's Orders' reply would be an exercise in futility.
We will let the facts speak for themselves. Captain's Orders is a business that displays a Revdex.com accredited sign on their main entrance door and yet is not accredited with the Revdex.com , (and we were called non-paying customers)! How ironic is that? Captain's Orders has zero positive reviews online and makes a customer feel as if he or she is somehow putting Captain's Orders out or inconveniencing them when requesting service.
Being in the customer service business as I am requires a passion for your customers, a willing to please, and a positive and welcoming attitude - all very lacking from Captain's Orders.
In the words of the owner, "What a joke".
Attached are pictures of the poor workmanship, the storefront entrance, receipts, and all online reviews of Captain's Orders. I have also attached a Thank -You card from another merchant with whom we do business appreciating having us as their customer, which is the norm for us. ...and should be the norm for any merchant.
Final Business Response /* (4000, 12, 2016/07/18) */
See PDF with response
Captain's Orders, Inc.
[redacted] Road
[redacted] IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Email: [redacted]@captainsordersinc.com Web: www.captainsordersinc.com
July 18, 2016
In our closing statement, we would like to say that Captain's Orders, Inc. is genuinely sorry that these communications have come to an impasse; however, we will not consider a refund for a situation that we are not accountable for. We performed the repair to quality standards as we do with all of the work we've provided to the boating community for the last 23 years.
A positive outcome would likely materialize if The [redacted]'s followed up by reporting the correct offending party to the Michigan Revdex.com. www.Revdex.com.org/western-michigan/ This Dealership should absolutely have to answer for their gross neglect and illegal and dangerous transport of the [redacted]'s Property.
Initial Business Response /* (1000, 5, 2016/07/15) */
July 13, 2016
To begin, it is noteworthy that while you review all of the documents for customer [redacted], none were signed-for by [redacted]. In fact, Captain's Orders, Inc. had nowhere near the amount of contact with [redacted] as with...
his wife [redacted] (See all work orders signed by [redacted]), until this complaint. Those visits were always cordial and wandered into personal stories on her side as well as both of the owners. This is the reason that the account is set up in [redacted]'s name. (see Transaction Activity.) At no time was there ever a "....somewhat irritated and annoyed attitude from the owners..." until one month ago, in June of 2016.
In reality, at the time of the trailer request, [redacted] and I were so "chummy" that [redacted] had entered our store and shared that she was incredibly busy and she was in the process of working a full schedule as well as trying to move-out /take their child (daughter?) to college. She mentioned she would like to leave the trailer at Captain's Orders, Inc. for a week or so after we had finished the work if that was OK. Captain's Orders had no problem with this favor and agreed that it would be fine for her to store her trailer here during that time.
The boat trailer bunk and wood was replaced per a mutual signed contract between Captain's orders, and The [redacted]'s. The actual date that the trailer was brought over was actually August 7, 2015 (See dated & signed work order) Not 9-2-2015 as [redacted] has stated. [redacted] and [redacted] had a lengthy conversation with [redacted] who advised them of the poor condition of this trailer. This subject of condition is relevant here because they were deciding what they should and shouldn't include for repair on the trailer, in order to keep the cost down. They were advised of the defective brakes, rusted out brake Master Cylinders, AND the poor condition of the "rubber" (on the tires.) [redacted] also encouraged them to have the wheel bearings inspected before taking this trailer on the road. At that time, we were told that although we had provided 3 separate estimates for storage (See Transaction Activity 6/26/15) they had found a place that was cheaper having been referred by their neighbor [redacted] said, if there were issues with the trailer, it didn't matter because the people who were hauling it would ultimately be responsible.
Captain's Orders, Inc.
[redacted] Road
[redacted] IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Email: [redacted] Web: [redacted]
Continued
Once the assessment with [redacted] was complete, [redacted] came in to complete the paperwork. She repeated that she'd like to keep the costs down as much as possible. This is illustrated on the signed work order which also says the following: "...fear side wood needs to be replaced, don't replace any other wood unless it's rotted." Work orders are transcribed by me as the customer describes the work to be performed. Then the customer is asked to read it over, make any changes or additions and then to sign.
Captain's Orders, Inc. replaced, Qty 4-2x6 bunks with new 2x6 treated lumber. They were each covered with marine bunk carpeting. The [redacted]'s own a Trail Master Trailer.
The bunks were replaced using the same method the manufacturer used in the original assembly of this trailer. The new carriage bolts have a square shoulder with a round head. The purpose of the Shoulder is to prevent the bolt from turning once it is Drawn
Down into the wood. This allows the installer to tighten each bolt flush with the surface of the wood. TrailMaster does not use any type of cap or other material over the head of their fasteners. All of the work was done in accordance with the manufacturers specifications
The work was completed and then invoiced on September 2, 2015. (Again, not the date it was dropped off) [redacted] picked up their trailer on September 4, 2015. (see date of payment on Transaction Activity)
Upon pickup 9/4/16, there was no boat on the trailer. The bunks and side guides were fully visible from all angles and there was a clear view for a full inspection of the repairs. [redacted] inspected the trailer and then came in and paid the invoice. (See Transaction Activity dated September 2, 2015.)
8 Months later, on May 6, 2016, [redacted] came in to drop off the trailer again. She told me that they were very disappointed in the facility that stored their boat. She said (and repeated in numerous conversations we had during the month of May) that due to the boats condition and because of the fact
Captain's Orders, Inc.
[redacted] Road
[redacted] IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Email: [redacted]@captainsordersinc.com Web: [redacted]
Continued
that that storage facility was so far away in Michigan they would like to store their boat with us in Fall of 2016. She said she lost the original estimates, "did we still have the Numbers?" I told her I would look for them. (See Transaction Activity Dated 6/26/15) She described that the boat was returned back to them dirty and full of leaves and foot prints and appeared to be poorly taken care of while in their possession.
This particular services request on May 6th was being made by [redacted] because apparently a person from the storage facility told her the Trailmaster needed a new winch mechanism and winch strap. When she dropped off the trailer and we filled out the work order, (See Work Order May 6, 2016) she showed [redacted] the winch strap and then came in to sign-off on the work order. It was at this time that [redacted] observed that the trailer tire tread was tearing off and had exposed the tire steel cords. (SEE Email to [redacted]@comcast.net" May 6 ) When the trailer was re-inspected by [redacted] though, it was determined that the Winch Mechanism was fine and that they only needed a winch strap. I called [redacted] to inform her of the condition of the tire. Both [redacted] and [redacted] came the following day to see the damage. [redacted] explained that the trailer had been used like this to haul the boat to central Michigan for storage and returned in early May 2016. They said that on the return trip the winch strap broke and the driver had no Transom tie downs (ILLEGAL AND DANGEROUS) to secure the boat to the trailer. This allowed the boat to dance between the side guides and hammer itself on the bunks over this 100 mile journey. The practice that the driver from this "dealership" portrayed in this situation is in no way normal nor is it a standard that anyone should use. Rules of towing a vessel (let alone someone else's property) dictate that proper steps be taken in inspecting, hooking up and hauling the boat. Oftentimes, this is done in any business, by using a checklist. Most professionals from a Boat Dealership would never put themselves in such a libelous position nor should anyone have such blatant disregard for safe transport and procedures of towing across state lines on the open road.
Aras and I explained to [redacted] and [redacted] during numerous phone calls and again in numerous emails (see letter dated June 14th and the all subsequent emails) that Captain's Orders will not be and are not responsible for such Gross Neglect on behalf of the irresponsible driver of that storage facility as well as the disregard for others safety that the [redacted] themselves portrayed once knowing they were fully aware of the dangerous disrepair of their trailer and allowed it to be hauled in this condition.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In an attempt to be brief, we (The [redacted] reject the reply from Captain's Orders. We seek a full refund for the poor workmanship on our boat trailer. This is the heart of the issue.
The circumstances leading up to the trailer being repaired and what occurred after the repair are very relevant, but how does one argue with a dishonest merchant? We care deeply for the condition of our boat and trailer; why would we not? Why would we have services of [redacted] with Captain's Orders alone if we did not care for our boat and trailer? Simply stating untruths by the merchant such as informing us of tire condition prior to winter storage, stating that our wench strap broke in transit, stating that we store our boat in central Michigan rather than southwest Michigan, stating that we did not care about the trailer, trying to blame another merchant (who is btw fully accredited with the Revdex.com since 2010), or the countless other untruths is dishonest and ridiculous. To continue to address every untruth stated by Captain's Orders' reply would be an exercise in futility.
We will let the facts speak for themselves. Captain's Orders is a business that displays a Revdex.com accredited sign on their main entrance door and yet is not accredited with the Revdex.com , (and we were called non-paying customers)! How ironic is that? Captain's Orders has zero positive reviews online and makes a customer feel as if he or she is somehow putting Captain's Orders out or inconveniencing them when requesting service.
Being in the customer service business as I am requires a passion for your customers, a willing to please, and a positive and welcoming attitude - all very lacking from Captain's Orders.
In the words of the owner, "What a joke".
Attached are pictures of the poor workmanship, the storefront entrance, receipts, and all online reviews of Captain's Orders. I have also attached a Thank -You card from another merchant with whom we do business appreciating having us as their customer, which is the norm for us. ...and should be the norm for any merchant.
Final Business Response /* (4000, 12, 2016/07/18) */
See PDF with response
Captain's Orders, Inc.
[redacted] Road
[redacted] IN XXXXX
Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX
Email: [redacted]@captainsordersinc.com Web: www.captainsordersinc.com
July 18, 2016
In our closing statement, we would like to say that Captain's Orders, Inc. is genuinely sorry that these communications have come to an impasse; however, we will not consider a refund for a situation that we are not accountable for. We performed the repair to quality standards as we do with all of the work we've provided to the boating community for the last 23 years.
A positive outcome would likely materialize if The [redacted]'s followed up by reporting the correct offending party to the Michigan Revdex.com. www.Revdex.com.org/western-michigan/ This Dealership should absolutely have to answer for their gross neglect and illegal and dangerous transport of the [redacted]'s Property.