Namrac Piers, LLC

Initial Business Response /* (1000, 5, 2015/11/16) */
Contact Name and Title: Anthony [redacted]
Contact Phone: 574/XXX-XXXX
Contact Email: [redacted]@gmail.com
NAMRAC PIERS, LLC was ready for operation during the summer of 2014. The company is all about manufacturing, installing, and the removal of...

piers. I am also certified in the selling of Shore Stations as an added feature. Shore Stations come with a warranty for parts only, not labor.
This is our second summer as a new business which has had its twist and turns but fortunately, we have worked them out. This line of work is weather permitting, therefore, my customers re aware that date of services is scheduled in pencil and flexibility is required. Example: During a thunder storm, I do not send my crew out, therefore, those that we had scheduled for the day are moved out further.
I'm proud of our company and how well it has expanded in such a short amount of time. My goal is always to eave a happy customer, because word of mouth is the biggest source of marketing, therefore, we try to do a little extra.
During the summer of 2014, I sold a Shore Station to XXXX and removed it during the fall. I took a $2500 cut in cost because I needed to get my name out there and also XXXX was a friend of the family. This year, during the middle part of October, I received a call from XXXX, expressing the fact that she couldn't lower the lift. Although, October is one of our busiest time of the year (end of season and piers need removed), I made it a priority to address this ASAP. I went over that same day to take a look at the lift. Yes it needed some repair but we agreed that once the lift was removed I can work on it sometime this winter. Her main concern at this time, was that her boat needed off the lift by Saturday because she had it scheduled to be stored. I told her that I would make sure her boat was off by Saturday.
The following Friday, I remove her boat from the lift, and removed the lift cover at no cost. It was then that she discussed the removal of her lift and piers but she needed to clear a spot for the piers first. The location where she wanted her pier to be stored was 75' from shore, which would require more manpower. Please understand, both projects were to be completed on the same day to avoid 2 extra trips. She asked when I would be able to get to this and I said maybe next weekend. She said that would give her time to clear the area. I stopped by a week later and she has yet to clear the area where she wanted the pier sections stored but said she would have it done this coming week. On October 29th, I received a text wanting to know when I was coming back to removed the lift and piers. My response was "Probably Saturday". I'm in the habit of not promising a date due to weather and (in this case) the extra hands needed to move the pier that distance. As it turned out, that Saturday was nasty and the guys knew not to show. On Sunday (1:14pm) my first message followed by several rude and threatening message, began with "No show and no text. What now? Do I need to hire somebody else?" Threatened to get an attorney, file with Revdex.com, mentioned "lack of service". At this point, knowing what all I personally have done for her, that we certainly didn't deserve this treatment. I then came to the conclusion, that it would be better for her to find someone else since she was not satisfied with our service. This really surprised me and caught me off guard with the demanding of my time. Fortunately, my customers are aware of the nature of our company and that we will get to them ASAP. As for the old battery. Her son, Alan loaned it to me for a jump back in 2014. It was not a "deep cycle boat battery" nor does it have anything to do with the lift or our company. For the record, Lakeland Piers (another local pier company) will no longer do business with her, as well.
[redacted]
OFFER:
Unable to reach an agreement.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is in response to Anthony [redacted]'s written position from Namrac Piers. First of all I'd like to say that I've been using another pier company for the past 6 years to install and remove both piers and did not want to hire Anthony to remove them. When he lowered my boat from the defective Shore Station and removed the cover he approached me to remove the piers. I only agreed at the time to assure that he would repair my Shore Station. Fortunately I've already secured repairs so I don't have to deal with his deceptive practices.
Since my Shore Station is under warranty I contacted the warranty company and explained to them the situation. I was told they recommend 2 pier companies in my area that are certified to do the repairs. Namrac Piers was not one of them so I have to question his remark that he is in fact certified. It's bad business if you can sell them but not repair them. I had another pier company come out and check the Shore Station and they pointed out that the step on the lift was installed too high from the pier because it poses a safety issue with falling.
I also question his remark on where he was saying that I wanted my Shore Station stored for the winter. I only wanted it picked up and moved past my seawall on the other side of my property and not where he placed it last year. This was a courtesy to my new neighbors because I didn't want to block their view of the lake.
Prior to obtaining an estimate on the Shore Station from Anthony [redacted] I also had obtained one from Lakeland Piers. He asked if he could review their estimate and I showed it to him. He told me he could beat their estimate and gave me a price $1500 lower than Lakeland so I accepted his offer. So how can he say that he took a $2500 cut in cost? I guess inexperience speaks for itself.
He also stated that his customers are only penciled in and that they know that. He has NEVER told me that. He communicated with me via text and gave me specific days when the work would be completed but then it was no show and no contact. I feel that customer satisfaction is only achieved when you communicate with your customers and follow through on your commitment. Example; You request repair work on an appliance. The company will give you a specific date and ask if mornings or afternoons would be preferred. If scheduling becomes an issue then they will call and reschedule. Obviously he doesn't feel that is necessary.
I also checked with my son, [redacted] who delivered the loaner battery to Anthony [redacted]. I checked with my son and he said the battery was definitely a deep cycle. As far as I'm concerned he's a pathetic business owner and now I can also include a thief as he refuses to return my battery.
Lastly I would just like to add that I totally agree with Anthony [redacted] that a business is built by word of mouth and the biggest source of marketing, however I must remind him that it works both ways. An unhappy customer can have a much stronger voice when it comes to word of mouth.
Final Business Response /* (4000, 10, 2015/12/02) */
Contact Name and Title: Namrac Piers LLC
I'm sure the professional reviewers at Revdex.com will come to the right conclusion regarding my experience with this consumer. Words like "deceptive", "pathetic", "thief", "inexperience", (I'm hopeful) should put light on your decision. An unfortunate situation. I might add, I've been out of State for several weeks but once I arrive, I will deliver the old, rusted battery back to her son. If there were a legit complaint, I would of been more than happy to accommodate her but once her "demands" and accusations began to sound unreasonable, I felt it best not to approach her property and resigned from any further correspondence. Best regards.
OFFER:
Final Consumer Response /* (4200, 12, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My further comments regarding this complaint is that I submitted a lengthy response of which none of these were addressed nor disputed. The only response that he addressed was reiterating some of the words that I used to describe his business practices. I still stand behind those words.
I would also like to add that he stated that he would return my "old rusted battery". Batteries are made of lead and plastic and therefore do not rust.