In October of 2015, Mr [redacted] asked us to remove and inspect the gear case from his engine for impact damageHe wanted to file an insurance claimWe discovered after disassembly of the gear case, it was determined internal parts were beyond repairIt took of an hour to remove the gear case and disassembly took hoursAt this point we had to research and located all the parts it would take to rebuild the gear caseThat took us an hour as well On 11/16/2015, Kokomo Marine faxed a claims report to [redacted] showing a quote of $The quote included parts and hours of labor Mr [redacted] called after insurance declined his claim and he asked us to re-file a new claim to cover his deductable and a complete lower unit, which we declined to do, due to the fact that this would be a fraudulent act In March of 2016, Mr [redacted] called and said he had purchased a used gear case from an online sourceHe asked us that when it arrived, would we be willing to install the gear caseWe agreed to install it with the understanding that it would cost him hour of labor On March 18, 2016, Mr [redacted] brought in his boat and replacement gear case around 12:00pmWhen he dropped off his boat, the representative told Mr [redacted] that it would be a few days before his boat would be done due to other boats in line ahead of himMr [redacted] agreed, signed his service ticket, and left his boat on the side of the road in front of the businessAround 2:00pm, he called asking why his boat was not being worked onWe explained to Mr [redacted] again that it would be next week before his boat would be completeMr [redacted] became very angry on the phone, saying we never told him it would take that longA call was made to the Service Manager (who was at home sick) to ask how he wanted this situation resolvedThe Service Manager approved us putting a rush on itWe installed the replacement gear case and numerous missing partsThat was a total of hoursAt 4:15PM, Kokomo Marine called Mr [redacted] and informed him that his boat was completed When Mr [redacted] arrived at Kokomo Marine (around 4:25PM), he was unhappy about the billMr [redacted] stated that he should not have been charged more than hour totalMr [redacted] said “it only takes ½ hour to remove and ½ hour to install”We tried to explain to Mr [redacted] details of his bill, but he would not listenHe became belligerent and rude, and starting cussing in front of other customersMr***, then stated he would pay us $a week until his bill was paid, and he was taking his boatKokomo Marine would not approve that “deal”Mr [redacted] left, but realized that his boat was not able to be retrieved since it was still in our service bayMr [redacted] came back in again, stated he would pay us $(which was ½ his bill) and the other half in weeksOnce again, that was not a “deal” that Kokomo Marine was willing to take, as we are a business, not a credit institutionMr [redacted] threw his credit card at the counter person and told us to “run his ***ing bill”Kokomo Marine processed the credit card transaction, and asked for his signatureWe also asked him to sign his service ticketAt that time, Mr [redacted] thought it was be appropriate to write an obscene word on the bottom (as you will find in the attachment.)Mr [redacted] was then told that we would not release the boat without his signature even though the ticket was paidHe then signed his service ticket and left to retrieve his boatDuring the retrieval process, Mr [redacted] informed the service technician (that worked on the gear case) that “he (employee) worked for a [redacted] company”After attaching his boat to his vehicle, Mr [redacted] then found it appropriate to leave the business lot with his vehicle horn blaring Until Mr [redacted] wishes to apologize to the owner of Kokomo Marine, Violet L***, he will not be allowed on premises or served as a customer Sincerely, Dale [redacted] Kokomo Marine Manager
In October of 2015, Mr [redacted] asked us to remove and inspect the gear case from his engine for impact damageHe wanted to file an insurance claimWe discovered after disassembly of the gear case, it was determined internal parts were beyond repairIt took of an hour to remove the gear case and disassembly took hoursAt this point we had to research and located all the parts it would take to rebuild the gear caseThat took us an hour as well On 11/16/2015, Kokomo Marine faxed a claims report to [redacted] showing a quote of $The quote included parts and hours of labor Mr [redacted] called after insurance declined his claim and he asked us to re-file a new claim to cover his deductable and a complete lower unit, which we declined to do, due to the fact that this would be a fraudulent act In March of 2016, Mr [redacted] called and said he had purchased a used gear case from an online sourceHe asked us that when it arrived, would we be willing to install the gear caseWe agreed to install it with the understanding that it would cost him hour of labor On March 18, 2016, Mr [redacted] brought in his boat and replacement gear case around 12:00pmWhen he dropped off his boat, the representative told Mr [redacted] that it would be a few days before his boat would be done due to other boats in line ahead of himMr [redacted] agreed, signed his service ticket, and left his boat on the side of the road in front of the businessAround 2:00pm, he called asking why his boat was not being worked onWe explained to Mr [redacted] again that it would be next week before his boat would be completeMr [redacted] became very angry on the phone, saying we never told him it would take that longA call was made to the Service Manager (who was at home sick) to ask how he wanted this situation resolvedThe Service Manager approved us putting a rush on itWe installed the replacement gear case and numerous missing partsThat was a total of hoursAt 4:15PM, Kokomo Marine called Mr [redacted] and informed him that his boat was completed When Mr [redacted] arrived at Kokomo Marine (around 4:25PM), he was unhappy about the billMr [redacted] stated that he should not have been charged more than hour totalMr [redacted] said “it only takes ½ hour to remove and ½ hour to install”We tried to explain to Mr [redacted] details of his bill, but he would not listenHe became belligerent and rude, and starting cussing in front of other customersMr***, then stated he would pay us $a week until his bill was paid, and he was taking his boatKokomo Marine would not approve that “deal”Mr [redacted] left, but realized that his boat was not able to be retrieved since it was still in our service bayMr [redacted] came back in again, stated he would pay us $(which was ½ his bill) and the other half in weeksOnce again, that was not a “deal” that Kokomo Marine was willing to take, as we are a business, not a credit institutionMr [redacted] threw his credit card at the counter person and told us to “run his ***ing bill”Kokomo Marine processed the credit card transaction, and asked for his signatureWe also asked him to sign his service ticketAt that time, Mr [redacted] thought it was be appropriate to write an obscene word on the bottom (as you will find in the attachment.)Mr [redacted] was then told that we would not release the boat without his signature even though the ticket was paidHe then signed his service ticket and left to retrieve his boatDuring the retrieval process, Mr [redacted] informed the service technician (that worked on the gear case) that “he (employee) worked for a [redacted] company”After attaching his boat to his vehicle, Mr [redacted] then found it appropriate to leave the business lot with his vehicle horn blaring Until Mr [redacted] wishes to apologize to the owner of Kokomo Marine, Violet L***, he will not be allowed on premises or served as a customer Sincerely, Dale [redacted] Kokomo Marine Manager