All Secure Marine, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]When [redacted] quoted my insurance the $3,000.00, it was for a new glass window (as stated on his work order form) Then when he called me on the 18th, and informed me that he had made a mistake and actually quoted for plexiglass rather than glass is when I went and retrieved my boat because having the glass window put in would be over double the quoted amount he gave my insurance and they will not pay that much Had he not made the mistake of mixing up glass and plexiglass in the first place, my insurance would never have given me the OK to take my boat into his shop for the repairs With the way that things have happened, where is the customer protection for not getting taken advantage of by his company? What prevents this from happening to someone else: If someone comes into his shop and is quoted a $repair and they sign a work order to have the repairs done, then they are called two days later and he says that he made a mistake and it is actually going to cost $ Should the customer be on the hook even though it was ***'s mistake? I believe that a refund is the fair and just thing for his company to do, since it was his mistake for the misquoting of a glass window And again, if he had not made the mistake, my insurance company would not have given me the OK to have him do the repairs and my boat would have never been in his shop Regards, [redacted] ***

Dear Mrs [redacted] ,All Secure Marine's position on this matter remains unchanged as the facts in the case have not changedPlease use the information that was submitted with our original response in your determinationsThank you for your time & efforts, [redacted] All Secure Marine LLC [redacted] ** ###-###-#### [redacted]

CUSTOMER EXPERIENCE INFORMATION Customer Information: [redacted] Daytime Phone: ###-###-#### E-mail: [redacted] The details of this matter are as follows: Complaint Involves:  Billing or Collection Issues Customer's Statement of the Problem: ...

I needed a GLASS windshield replaced on my boat, in which my insurance had talked to All Secure Marine and agreed to have them do it for just over $3,000.00. This is not accurate. I submitted a detailed quote for the repair to an insurance adjuster for Mr. [redacted], I was never given authorization nor did I ever hear from the adjuster in regards to doing the job. I would ask that Mr. [redacted] supply the original quote as well as detailed information as to whom the quote was given and his insurance company contact information. On June 16th, 2015 I took my boat in to have them start the repair. On June 18th, I received a call from the shop in which he said that he had made a mistake and the quote would not be for a glass windshiled as he had previously agreed to, but rather plexiglass. Not accurate. I called Mr. [redacted] to inform him that I made a mistake regarding the mock up process for making a mold of his windshield. I had originally told him that once I made a template that he could take the boat and use it while the replacement windshield was being made. What I discovered during the process of making his template, is that the frame of the windshield would need to be removed and sent along with the template. This would render his boat unusable for the rest of this boating season which is something that Mr. [redacted] was adamantly opposed to from the beginning. It was for this reason that he decided to not proceed with the repair. The glass windshield would be around $6,500.00. I told him my insurance would not agree to that cost, The original quote to his insurance co. included both plastic and glass,. I informed Mr. [redacted] at the very beginning of this that most insurance companies would not pay for GLASS replacements due the outrageous cost. so he told me to go cash the insurance check and write him a money order so he could go buy a boat. He would give me the windshield and he would keep the rest of the boat. He didn't even know if the windshield was the correct one, as I needed a very specific windshield. I never told Mr. [redacted] to cash his insurance check and write me a money order. What I suggested to him was that a possible alternative to his situation would be to buy a used boat (same model as his) and install the windshield from that boat onto his. He liked this idea so I suggested to him that he would need to bring me 3,000.00 cash so that I could act fast if the right boat came available. I went on to inform him that I had already been looking for suitable donor boats and that one had sold earlier that day that was only listed for 3 hours, time was of the essence and any delays in a potential purchase could lead to further delays in obtaining a windshield. I added that I was not willing to invest more of my time searching for a donor boat without having cash in hand, giving me the insurance that I would have compensation for my time. I told him no and that I would come pick up my boat that day. That afternoon I went and got my boat. He helped me load it and attach it to my truck. Mr. [redacted] was standing in my office and realized that I was preparing a bill for him at which time he abruptly turned and walked out saying "well I'll go get my boat hooked up". In order to catch him I had to stop what I was doing and follow him out back where he had already had his boat attached to his truck. He then asked for $142.50 in payment. I asked him for what services rendered that I was to pay him for, and that it was his mistake for telling my insurance he could do it for the $3000.00. He got pissed off and told me "fine, leave my shop!" So that is what I did. I did help attach a chain and began to explain that I was only charging him 1.5 hours for the work I had done to that point, less than half of what I actually had invested in it. He got visibly agitated and yelled "for what services rendered!!" I turned to walk away shaking my head and said "unbelievable". Before I made it into my shop, I did turn back around and say "get your boat out of here!" On June 22nd, I received a bill in the mail from him claiming that I owe him $427.50 for the work that he had done on the boat. On June 24th, I called him to try and resolve the matter, but he was not interested in any resolution other than me paying the $427.50. He started threatening me that he would call the authorities (in which he did and they called me and asked for my side of the story in which they deemed it a civil suit). He then started threatening me that he would take me to court, so I went and paid him the money on June 29th. I have supplied copies of every communication I had with Mr. [redacted] I never threatened anything, I informed Mr. [redacted] of my intentions and as he states here himself, I followed through with my intentions. Complaint Backaround:                                  �...⇄ z Problem Occurred: 6/18/2015 Name of Salesperson: [redacted] Disputed Amount: $427.50 Desired Settlement: I would like my money to be refunded for the services that he has claimed that he has done. On the receipt he states that he replaced my glass windshield, in which there were actually no repairs ever made to my boat. If Mr. [redacted] didn't feel he owed this money then why did he pay it? I didn't have possession of his boat at the time he paid, so there was no threat to him losing his boat. By his own admission the Police told him that it was a civil matter, so there was no risk to him criminally, so why then would he pay his bill unless he felt it was due? I bent over backwards to try and help Mr. [redacted]. I was trying to work with him to get a rather difficult situation solved and do so while limiting his down time. I have owned All Secure Marine for less than two years yet have almost two hundred satisfied customers. Mr. [redacted] is the first customer of mine to treat me with this type of disrespect. Why would a young company want to have such a dissatisfied customer? I would have (and did) done anything I could to satisfy Mr. [redacted], it was only after he refused to compensate me (only half) for my hard work that I no longer cared to satisfy him and requested that he pay his bill in full. In closing, Mr. [redacted] signed a work order giving me permission to perform services for him, services were in fact performed and records kept that support those services. Mr. [redacted] decided to halt work to his boat due to the extended down time it would cause. I did not ask Mr. [redacted] to discontinue the repair, he elected to discontinue it on his own, and I should not suffer as a result. I attempted to maintain good will with Mr. [redacted] but cutting his bill by more than half yet he insisted that I was due nothing. Thank you for your time and consideration. Regards, [redacted] All Secure Marine LLC ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]When [redacted] quoted my insurance the $3,000.00, it was for a new glass window (as stated on his work order form).  Then when he called me on the 18th, and informed me that he had made a mistake and actually quoted for plexiglass rather than glass is when I went and retrieved my boat because having the glass window put in would be over double the quoted amount he gave my insurance and they will not pay that much.  Had he not made the mistake of mixing up glass and plexiglass in the first place, my insurance would never have given me the OK to take my boat into his shop for the repairs.  With the way that things have happened, where is the customer protection for not getting taken advantage of by his company?  What prevents this from happening to someone else:  If someone comes into his shop and is quoted a $100 repair and they sign a work order to have the repairs done, then they are called two days later and he says that he made a mistake and it is actually going to cost $1000.  Should the customer be on the hook even though it was [redacted]'s mistake? I believe that a refund is the fair and just thing for his company to do, since it was his mistake for the misquoting of a glass window.  And again, if he had not made the mistake, my insurance company would not have given me the OK to have him do the repairs and my boat would have never been in his shop.
Regards,
[redacted]

Dear Mrs. [redacted],All Secure Marine's position on this matter remains unchanged as the facts in the case have not changed. Please use the information that was submitted with our original response in your determinations. Thank you for your time & efforts,[redacted]All Secure Marine LLC[redacted] [redacted] ###-###-####[redacted]