Bill's Midway Marina

*Mr [redacted] brought his boat into our dealership for service in May Mr [redacted] was explicitly told that our service area was weeks out and it may be July or later before it could be scheduled in He was fine with the response *Mr*** claimed the problem with his engine was no spark Before this could even be diagnosed properly, the boat needed to be re-wired from the start switch to choke switch due to an intermittent contact issue in the start switch It was noted to the customer that a new start switch was needed due to the intermittent contact problem, but the customer did not want it ordered because the new switch would not arrive prior to the start of his vacation *Following this, the no spark issue was diagnosed as a faulty CDI box and was successfully repaired with a new CDI unit *After resolving the no spark issue, the engine would not remain running due to a significant ethanol build up in the carburetor which is usually the result of using poor quality fuel The customer was notified of the additional issue and agreed to a carburetor rebuild *After the carburetor rebuild, the motor ran but would not shut off After further diagnosis, this problem was due to loose connections and a bad ground in the stop circuit This additional issue was repaired by soldering and tightening wires and connections *Upon demonstrating the motor running to the customer, it would not shut off The reason was due to a loose solder joint mainly because of old wiring It was repaired while the customer watched Following this, the motor was started and shut off 6-times in the presence of the customer The customer commented “Boat has never started this easy.” He was very happy with the work performed on his engine *The customer used his boat for days on his vacation after picking his boat up from our dealership As for the engine issue after days, it could be attributed to an unrelated mechanical issue or operator error Hence, after being towed in, the customer clearly stated that the engine started the next morning, as well as upon arrival back to our dealership It may have been flooded from trolling *As per customer’s request, we re-wired the boat back to original starter switch with the intermittent contact issue at no additional cost *There was no board insert present when the boat was dropped off for service When the customer picked the boat up, the employee looked, double checked with the mechanic that worked on the boat and he notified that there was no board present

Here are the responses to the misrepresentations by Bill's Marina
***
*Mr*** brought his boat into our
dealership for service in May. Mr*** was explicitly told that our
service area was weeks out and it may be July or later before it could be
scheduled in. He was fine with the response
Complainant response:
The boat was taken in on 5-18-with
a no spark problemBill's advised that repairs by the middle of June,
month away would be no problem.
AT NO TIME DID
THEY ADVISE "JULY OR LATER'
On 6-or 6-13-14,
on a phone call, the father said "I know we shouldn't make promises
but nothing could be done" I told him don't do anything I would pick up
motors (a 9.9hp was also left for repairs) the following day *** called back & advised they would
get it in over the weekend
*Mr*** claimed the problem with
his engine was no spark. Before this could even be diagnosed properly,
the boat needed to be re-wired from the start switch to choke switch due to an
intermittent contact issue in the start switch. It was noted to the
customer that a new start switch was needed due to the intermittent contact
problem, but the customer did not want it ordered because the new switch would
not arrive prior to the start of his vacation.
Complainant response:
THERE WAS NOTHING WRONG WITH THE STARTER SWITCH (BUTTON). Prior to taking it to bill's the motor
cranked fine, that's how I was able to self diagnose "NO SPARK"
that was told to Bill's as the problem Bill's is using the rewiring to cover up the
fact that they couldn't get the motor to crank.
They didn't know where the starter button was and spent time rewiring to
the electric choke button that is very apparent on the top of the tiller
bracket. This arrangement allowed the
motor to crank in gear. The starter
button is on the side of the motor & the gear shift has to be placed in neutral for the
starter to engage
AT NO TIME WAS IT NOTED TO ME THAT A NEW START SWITCH WAS NEEDED
DUE TO AN INTERMITTENT CONTACT PROBLEM
If it had been mentioned I would have told them where the
starter button was As noted below,
"we re-wired the boat back to
original starter switch with the intermittent contact issue" There was no problem with the starter
switch before the rewiring and now that they put the wiring back there is again
no problem with the switch.
*Following this, the no spark issue
was diagnosed as a faulty CDI box and was successfully repaired with a new CDI
unit.
Complainant response:
This was the original and only reason the motor was left
*After resolving the no spark issue,
the engine would not remain running due to a significant ethanol build up in
the carburetor which is usually the result of using poor quality fuel.
The customer was notified of the additional issue and agreed to a carburetor
rebuild
Complainant response:
The carburetor rebuild was agreed
to. "carb kits" was charged
& never explained but not questioned.
The "using of poor quality fuel" comment is ridiculous. The motor
specs call for octane unleaded gasoline.
I have no idea of where to buy "poor quality fuel"
*After the
carburetor rebuild, the motor ran but would not shut off. After further
diagnosis, this problem was due to loose connections and a bad ground in the
stop circuit. This additional issue was repaired by soldering and
tightening wires and connections
Complainant response:
I watched the tech unwrap the tape
that was used to cover the unnecessary rewire job. The "bad ground in the stop
circuit" was Bill's doing. While he
was soldering it he laid the hot iron on the plastic anchor light socket &
burned it. The socket still accepts the
light so I did not complain
*Upon demonstrating the motor
running to the customer, it would not shut off. The reason was due to a
loose solder joint mainly because of old wiring. It was repaired while
the customer watched. Following this, the motor was started and shut off
6-times in the presence of the customer. The customer commented “Boat
has never started this easy.” He was very happy with the work performed
on his engine.
Complainant response:
As explained previously, the loose solder joint was the work
of the tech who did the unnecessary rewiring in the first place. The "due to a loose solder joint mainly
because of old wiring" comment is again ridiculous. This is wiring was fine before they touched
it
*The customer used his boat for
days on his vacation after picking his boat up from our dealership. As
for the engine issue after days, it could be attributed to an unrelated
mechanical issue or operator error. Hence, after being towed in, the
customer clearly stated that the engine started the next morning, as well as
upon arrival back to our dealership. It may have been flooded from
trolling.
Complainant response:
I never told Bill's that the motor started the next day The motor started at home days after
being towed in. How would I start the
motor sitting on a boat in a parking lot miles from home. At no time were we trolling. We were using wind and current to drift. The short time period of time between starts
could have indeed flooded the motor as the eclectic choke was engaging with
ever start. Previously the motor only
had to be choked the first start of the day, if then. The "operator error" comment is
again ridiculous. How does operator
error create a no start condition other than having the key turned off and I
can assure you this was not the case
*As per customer’s request, we
re-wired the boat back to original starter switch with the intermittent contact
issue at no additional cost
Complainant response:
THERE IS NO INTERMITTENT STARTER SWITCH PROBLEM. This is being used as the reason that they
didn't know where the starter button was and then rewired to engage the starter
circuit with the electric choke button.
The starter button now cranks every time it is pushedEVERY TIME!!
*There was no board insert present
when the boat was dropped off for service. When the customer picked the
boat up, the employee looked, double checked with the mechanic that worked on
the boat and he notified that there was no board present.
Complainant response:
The board was there and left in the auxiliary bracket with
the motor attached to it. I couldn't
have safely mounted and used the motor the whole week before without
it. The board was there when they
removed the for potential future service When I asked about it an employee in the show
room said "Yeah, I'll get it"
He went in the back and after a bit I saw him outside looking in the
boat for it It seemed apparent that he
knew what he was looking for because he never asked "what kind of
board"The employee didn't notify me that it was missing, the father said
"YOU GOT NO BOARD" While on
the subject of missing ancillary equipment, the Mercury had a fuel hose
attached to it. It was not present when
I picked up the boat. I assume they have
that laying around the shop and I would also like that returned

*Mr*** brought his boat into our dealership for service
in May. Mr*** was explicitly told
that our service area was weeks out and it may be July or later before it could
be scheduled in. He was fine with the
response
*Mr***
claimed the problem with his engine was no
spark. Before this could even be
diagnosed properly, the boat needed to be re-wired from the start switch to
choke switch due to an intermittent contact issue in the start switch. It was noted to the customer that a new start
switch was needed due to the intermittent contact problem, but the customer did
not want it ordered because the new switch would not arrive prior to the start
of his vacation.
*Following this, the no spark issue was diagnosed as a
faulty CDI box and was successfully repaired with a new CDI unit.
*After resolving the no spark issue, the engine would not
remain running due to a significant ethanol build up in the carburetor which is
usually the result of using poor quality fuel.
The customer was notified of the additional issue and agreed to a
carburetor rebuild
*After the carburetor rebuild, the motor ran but would not
shut off. After further diagnosis, this
problem was due to loose connections and a bad ground in the stop circuit. This additional issue was repaired by
soldering and tightening wires and connections
*Upon demonstrating the motor running to the customer, it
would not shut off. The reason was due
to a loose solder joint mainly because of old wiring. It was repaired while the customer
watched. Following this, the motor was
started and shut off 6-times in the presence of the customer. The customer commented “Boat has never started
this easy.” He was very happy with the
work performed on his engine.
*The customer used his boat for days on his vacation after
picking his boat up from our dealership.
As for the engine issue after days, it could be attributed to an
unrelated mechanical issue or operator error.
Hence, after being towed in, the customer clearly stated that the engine
started the next morning, as well as upon arrival back to our dealership. It may have been flooded from trolling.
*As per customer’s request, we re-wired the boat back to
original starter switch with the intermittent contact issue at no additional
cost
*There was no board insert present when the boat was dropped
off for service. When the customer
picked the boat up, the employee looked, double checked with the mechanic that
worked on the boat and he notified that there was no board present