We have been closed and on vacation for the last week and I did not receve the complaint until todayI will research the repair and give you a answer in the next few daysWe try very hard to keep our customers happy and treat them fairly
Initial Business Response /* (1000, 5, 2016/08/16) */
Contact Name and Title: [redacted] PRESIDENT
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@lsklebanon.com
In response to the complaint filed by Mr. [redacted] on the used 115 Mercury,
The motor was purchased 6/21/2016 and was sold as...
a used motor with no warranty. At the time it was sold it was tested and ran and compression checked and showed no problems. The fact that there was no warranty was reflected on the signed bill of sale. The motor must have ran well for 2 weeks , at that time it was brought back to us 7/7/2016 and we found the factory filter and injectors clogged with a very fine rusty looking substance. We clean the filter and injectors and added another water trap fuel filter. We did the labor at no charge, not as warranty but as customer goodwill and charged [redacted] for only the filter and the tax. At this time we discussed using clean quality fuel.
Mr. [redacted] called us again on 7/12/2016 we ran a service call to the lake and found the fuel line between the boat and the motor had become kinked and shut off the fuel flow. At that time my service manager and Mr. [redacted] ran the boat and agreed that it was running well. We charged him our minimum service call and charge 1hr. discounted labor.
After running the boat another month Mr. [redacted] brought the boat to us 8/9/2016 once again we found injectors and filters clogged with a fine rust colored substance. We again cleaned the filters and injectors and ran the motor on the dyno to check output and make sure it was running well. Once again we discussed clean quality fuel. Again we charged him a discounted rate on the labor.
On 8/13/2016 Mr. [redacted] called and demanded his money back, at the time he called I was with another customer and promised to call him back. I got no answer when I returned his call and left a voice mail asking him to call me on 8/16/2016 on the next day we would be open.
This motor was sold with no warranty and we have tried to help Mr. [redacted] with his problems and are still willing to help. We will not however return his money. We will not pay the additional money he is requesting.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
The fact is you were paid $2000 over retail for the engine (Nada) The reason I let that fly was you had two engine pulls and remounts. Your people knew this was a 4 stroke outboard and were negligent in in not flushing the entire fuel system.
All these problems were caused by this negligence and after bringing the engine back 3 times, you still didn't do it right.
The engine was not run for the first two weeks as it sat on a trailer. I HAVE NOT started this engine once, since I bought it and have it run more than three hours without breaking down. NOT ONCE. So,the product has been defective since delivery to me.
So to summarize, the engine has never run correctly ONCE, since I bought it.
[redacted], I paid you $5000 for a $3000 engine and $2000 in labor to get the old engine off and the new engine set up. Your guys were negligent in rigging the engine, and now your introducing a 20 minute or 2 mile warranty on your repairs.
I had an entire summer of disappointed customers over that engine.. and you shuck it off. BE a man, give me my money back.
Final Consumer Response /* (4200, 11, 2016/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well, [redacted], I don't coward either. Look at what you have done. You failed me three times with this motor. AND every time you charged me for service on a motor you just sold and hadn't worked correctly since I bought it.
Am I nervous about giving you a motor yes. Do I report you if your being a stinker, YES. I felt like a little squirrel, where I would run around the cage, hand you $200 and come back next week, because we don't care how we fix it.
How about 1) you reimburse me for all service charges after 6/26 on the engine. Then I'll find a mechanic up at the Lake, and you can pat his bill.
3 times is a break of trust.
Final Business Response /* (4000, 9, 2016/08/18) */
Last sat. when I left a voice mail asking Mr [redacted] to call me on tuesday I had a offer for him that I thought would be fair and would probably resolve the matter. Instead of returning my call he filed a complant with the Revdex.com.If his goal is to cause me trouble and threaten me, I do not threaten well. Each time we have had the boat it has been a rush to get it back and although our service department is running two to three weeks behind we have tried to move this boat as near as possible to the front of the line. I will be happy to apply mr bixlers full purchase price to the price of a new suzuki outboard. Or if he would like to return it to us we will clean the fuel system again at no charge working with our regular schedule which would allow me to take it to the lake and test run it for a longer period on our fuel to assure that there is no problem.
We have been closed and on vacation for the last week and I did not receve the complaint until todayI will research the repair and give you a answer in the next few daysWe try very hard to keep our customers happy and treat them fairly
Initial Business Response /* (1000, 5, 2016/08/16) */
Contact Name and Title: [redacted] PRESIDENT
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@lsklebanon.com
In response to the complaint filed by Mr. [redacted] on the used 115 Mercury,
The motor was purchased 6/21/2016 and was sold as...
a used motor with no warranty. At the time it was sold it was tested and ran and compression checked and showed no problems. The fact that there was no warranty was reflected on the signed bill of sale. The motor must have ran well for 2 weeks , at that time it was brought back to us 7/7/2016 and we found the factory filter and injectors clogged with a very fine rusty looking substance. We clean the filter and injectors and added another water trap fuel filter. We did the labor at no charge, not as warranty but as customer goodwill and charged [redacted] for only the filter and the tax. At this time we discussed using clean quality fuel.
Mr. [redacted] called us again on 7/12/2016 we ran a service call to the lake and found the fuel line between the boat and the motor had become kinked and shut off the fuel flow. At that time my service manager and Mr. [redacted] ran the boat and agreed that it was running well. We charged him our minimum service call and charge 1hr. discounted labor.
After running the boat another month Mr. [redacted] brought the boat to us 8/9/2016 once again we found injectors and filters clogged with a fine rust colored substance. We again cleaned the filters and injectors and ran the motor on the dyno to check output and make sure it was running well. Once again we discussed clean quality fuel. Again we charged him a discounted rate on the labor.
On 8/13/2016 Mr. [redacted] called and demanded his money back, at the time he called I was with another customer and promised to call him back. I got no answer when I returned his call and left a voice mail asking him to call me on 8/16/2016 on the next day we would be open.
This motor was sold with no warranty and we have tried to help Mr. [redacted] with his problems and are still willing to help. We will not however return his money. We will not pay the additional money he is requesting.
Initial Consumer Rebuttal /* (3000, 7, 2016/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
The fact is you were paid $2000 over retail for the engine (Nada) The reason I let that fly was you had two engine pulls and remounts. Your people knew this was a 4 stroke outboard and were negligent in in not flushing the entire fuel system.
All these problems were caused by this negligence and after bringing the engine back 3 times, you still didn't do it right.
The engine was not run for the first two weeks as it sat on a trailer. I HAVE NOT started this engine once, since I bought it and have it run more than three hours without breaking down. NOT ONCE. So,the product has been defective since delivery to me.
So to summarize, the engine has never run correctly ONCE, since I bought it.
[redacted], I paid you $5000 for a $3000 engine and $2000 in labor to get the old engine off and the new engine set up. Your guys were negligent in rigging the engine, and now your introducing a 20 minute or 2 mile warranty on your repairs.
I had an entire summer of disappointed customers over that engine.. and you shuck it off. BE a man, give me my money back.
Final Consumer Response /* (4200, 11, 2016/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Well, [redacted], I don't coward either. Look at what you have done. You failed me three times with this motor. AND every time you charged me for service on a motor you just sold and hadn't worked correctly since I bought it.
Am I nervous about giving you a motor yes. Do I report you if your being a stinker, YES. I felt like a little squirrel, where I would run around the cage, hand you $200 and come back next week, because we don't care how we fix it.
How about 1) you reimburse me for all service charges after 6/26 on the engine. Then I'll find a mechanic up at the Lake, and you can pat his bill.
3 times is a break of trust.
Final Business Response /* (4000, 9, 2016/08/18) */
Last sat. when I left a voice mail asking Mr [redacted] to call me on tuesday I had a offer for him that I thought would be fair and would probably resolve the matter. Instead of returning my call he filed a complant with the Revdex.com.If his goal is to cause me trouble and threaten me, I do not threaten well. Each time we have had the boat it has been a rush to get it back and although our service department is running two to three weeks behind we have tried to move this boat as near as possible to the front of the line. I will be happy to apply mr bixlers full purchase price to the price of a new suzuki outboard. Or if he would like to return it to us we will clean the fuel system again at no charge working with our regular schedule which would allow me to take it to the lake and test run it for a longer period on our fuel to assure that there is no problem.