We are addressing the statements in the last response one by one: 1) 1) Regarding getting confirmation on what was to be done: When [redacted] brought the pull start mechanism in and was standing at the counter talking to us in person about it, we gave him a price and gave him the chance to review it right then in personWe told him it would be $to repair itWe did also say that it could cost more than that if, when we disassembled it, we discovered that new parts were needed for it – we told him we would call him if there were new parts needed and thus more costsSince no new parts were needed, we proceeded with the approved workWe are sorry if that was unclear; we assumed he understood that since he signed the estimate authorizing the workWe do not do repair work for freeWe do not do disassembly for freeOur labor rate of $per hour is clearly stated on the estimate and on our signs in our storeWe do not know what he thought we were going to charge him, since the only amount ever discussed was the $ 2) 2) Regarding replacing the pull rope: It will not cost [redacted] “another to replace the pull rope” [redacted] never asked us to replace the pull rope or discuss the pull rope at all with us at any timeReplacing the pull rope is a fairly easy procedureWe would be happy to replace this for him for no labor charge – we will only charge him for the price of the parts 3) 3) Regarding the repairs we made: Please review our previous response regarding the repairs doneIt was much more extensive that “just tighten a bolt”We tried to go over what we did to repair it, but as mentioned in our previous response, he just walked out of our store without saying anythingHe never asked us any questions or allowed us to explain any details about what was doneWe would be happy to explain it to himThe pull start mechanism was broken when [redacted] brought it inWe repaired it per his authorization, confirmed its operation off of the motor ( [redacted] had not brought his entire motor; only the pull start mechanism) and gave the repaired part to his daughter [redacted] at the time she paid 4) 4) Regarding the timing of the repairs: As mentioned in our previous response, Reggie dropped off the pull start mechanism with us on Saturday November 12, He was worried about getting it back quickly because of the bad weatherWe said we would do it on our next business day, Tuesday November 15, – we are closed on Sundays and MondaysHe came in to check on the progress on the morning of Tuesday November 15, and we told him it was not done yet, but would be soonWhen we did finish it in the afternoon of Tuesday November 15, we tried to call him but as we mentioned in our previous response, both of the phone numbers he gave us did not work [redacted] came in on his own without calling on Wednesday November 16, which is when we told him that it was done We are a Certified, Authorized Dealer for Mercury MarineWe are a Premier Level Mercury Marine repair facility – Mercury’s highest quality level of serviceWe are extremely knowledgeable about these mechanismsWe have been doing this repair work on Mercury motors since our inception in 2003, and the knowledge of our technicians goes back decades longer than thatWe got into business because we love boating and boat motorsWe are a small family business with our customers’ interests in mindWe have no reason to deceive the public – we would not be in business if we did soWe try to address any customers’ concerns as best we can at the time It appears that [redacted] is upset, but before this complaint, he did not discuss any of his concerns with us, and thus we could not have done anything to address his concernsAgain, we were very surprised to receive this complaintWe felt we were very clear about the cost of the repairs, as shown in our Estimate that [redacted] signedWe felt that we gave the customer more than we promised because we did not charge him for the extra labor time needed to repair itWe felt that we went out of our way to get it done for him quickly because he said he needed it back right awayAs mentioned above, we would be happy to install the pull rope for him -- if he pays for the price of the parts, we will do the labor for freeIf he wants us to do this, he will need to call and speak with Troy in advance to arrange this
Complaint: [redacted] I am rejecting this response because: the said repair is already coming apart it slipping and I can hear the metal cams knocking its the same as it was when I brought it in I am a licenced capt for over years and marine engineer I think I know what I am talking about if make a mistake people die!Sincerely, [redacted]
We are addressing the statements in the last response one by one: 1) 1) Regarding getting confirmation on what was to be done: When [redacted] brought the pull start mechanism in and was standing at the counter talking to us in person about it, we gave him a price and gave him the chance to review it right then in personWe told him it would be $to repair itWe did also say that it could cost more than that if, when we disassembled it, we discovered that new parts were needed for it – we told him we would call him if there were new parts needed and thus more costsSince no new parts were needed, we proceeded with the approved workWe are sorry if that was unclear; we assumed he understood that since he signed the estimate authorizing the workWe do not do repair work for freeWe do not do disassembly for freeOur labor rate of $per hour is clearly stated on the estimate and on our signs in our storeWe do not know what he thought we were going to charge him, since the only amount ever discussed was the $ 2) 2) Regarding replacing the pull rope: It will not cost [redacted] “another to replace the pull rope” [redacted] never asked us to replace the pull rope or discuss the pull rope at all with us at any timeReplacing the pull rope is a fairly easy procedureWe would be happy to replace this for him for no labor charge – we will only charge him for the price of the parts 3) 3) Regarding the repairs we made: Please review our previous response regarding the repairs doneIt was much more extensive that “just tighten a bolt”We tried to go over what we did to repair it, but as mentioned in our previous response, he just walked out of our store without saying anythingHe never asked us any questions or allowed us to explain any details about what was doneWe would be happy to explain it to himThe pull start mechanism was broken when [redacted] brought it inWe repaired it per his authorization, confirmed its operation off of the motor ( [redacted] had not brought his entire motor; only the pull start mechanism) and gave the repaired part to his daughter [redacted] at the time she paid 4) 4) Regarding the timing of the repairs: As mentioned in our previous response, Reggie dropped off the pull start mechanism with us on Saturday November 12, He was worried about getting it back quickly because of the bad weatherWe said we would do it on our next business day, Tuesday November 15, – we are closed on Sundays and MondaysHe came in to check on the progress on the morning of Tuesday November 15, and we told him it was not done yet, but would be soonWhen we did finish it in the afternoon of Tuesday November 15, we tried to call him but as we mentioned in our previous response, both of the phone numbers he gave us did not work [redacted] came in on his own without calling on Wednesday November 16, which is when we told him that it was done We are a Certified, Authorized Dealer for Mercury MarineWe are a Premier Level Mercury Marine repair facility – Mercury’s highest quality level of serviceWe are extremely knowledgeable about these mechanismsWe have been doing this repair work on Mercury motors since our inception in 2003, and the knowledge of our technicians goes back decades longer than thatWe got into business because we love boating and boat motorsWe are a small family business with our customers’ interests in mindWe have no reason to deceive the public – we would not be in business if we did soWe try to address any customers’ concerns as best we can at the time It appears that [redacted] is upset, but before this complaint, he did not discuss any of his concerns with us, and thus we could not have done anything to address his concernsAgain, we were very surprised to receive this complaintWe felt we were very clear about the cost of the repairs, as shown in our Estimate that [redacted] signedWe felt that we gave the customer more than we promised because we did not charge him for the extra labor time needed to repair itWe felt that we went out of our way to get it done for him quickly because he said he needed it back right awayAs mentioned above, we would be happy to install the pull rope for him -- if he pays for the price of the parts, we will do the labor for freeIf he wants us to do this, he will need to call and speak with Troy in advance to arrange this
Complaint: [redacted] I am rejecting this response because: the said repair is already coming apart it slipping and I can hear the metal cams knocking its the same as it was when I brought it in I am a licenced capt for over years and marine engineer I think I know what I am talking about if make a mistake people die!Sincerely, [redacted]