Chris's Marine

Dear Customer:I am very sorry for the misfortune you have experienced, and the frustration you have felt. We are here to help if you give us the opportunity. Hopefully, we will be able to clarify some misunderstandings, and create an opportunity to build a lasting relationship together.First, the... idea that Chris’s Marine installed outdated fuel line on your boat is simply not possible. Since 2010, Chris’s Marine has been using one fuel line, and it is blue Marpac Premier 3/8” fuel line that “meets the EPA low permeation mandates and the stringent requirements of SAE J1527 B1-15 and ISO 8469, and is Ethanol E10 and E85 compatible.” For over 6 years now, the marine industry has been in constant battle with Ethanol fuel. This lower quality fuel has been wreaking havoc on the fuel systems of outboard motors. Even though we cannot eliminate the problems caused by Ethanol, we do our best to minimize the negative effects by using only Ethanol compatible and EPA compliant fuel tanks, fuel lines, and fuel additives. Our objective is to have satisfied customers. We would not benefit from using any product that is not compatible with Ethanol. If Chris’s Marine ever used anything other than current industry standard, we would not only be hurting our customers and creating unnecessary troubles for ourselves, we would be in violation of the outboard manufacturers’ specifications set forth to keep their products in good working order. In light of this claim and in good faith, we inspected the other prize boats, and determined that they have the correct blue Marpac low perm 3/8” fuel line installed on them. I do not know where this outdated Silverado 3000 fuel line came from as determined by BPS, but I can assure you it did not come from Chris’s Marine.Also, the statement that your boat has been devalued because the injection system has been damaged is not accurate. Because the outboard manufacturers cannot control the quality of fuel being produced, they have designed their fuel systems to capture debris at the fuel filter to prevent internal damage. If debris did enter your motor, then the fuel filter should capture them, and prevent them from traveling further into the system. If the fuel filter is clogged or has not been properly maintained, then it is possible for debris to enter the system. Fuel filters are considered maintenance items by the manufacturer, and they are not covered under warranty. Regardless of how many hours are on an engine, it is the owner’s responsibility to inspect and/or change fuel filters, utilize the proper fuel treatment, and keep fresh fuel in their boat. Lack of use and lack of proper maintenance will cause problems for the owner that are not covered under warranty. We will gladly inspect your fuel system for your peace of mind. If such problems do occur, they can be rectified at the owner’s expense. By performing the proper repairs at the time they occur, the boat value will not decrease.Furthermore, I am sorry for the trouble you have experienced with the defective lights. Unfortunately, it is something that occurs in the marine industry. The lights come sealed from the manufacturer, and Chris’s Marine installed them correctly. I know the lights should not have filled with water and rusted so quickly, but they did, and we will happily warranty the defective lights for you. Last but not least, I would like to address the leaking livewell issue. I am sorry that it leaked, and caused the back of your boat to fill with water. That was our rigging error, and we take full responsibility for it. We would have addressed the issue promptly if it had been brought to our attention. Most likely the connection was loose and needed to be tightened, but regardless, a mistake was made. Every boat rigged by Chris’s Marine, with the exception of these prize boats, is water tested prior to delivery to ensure everything is in proper working order. We cannot water test these prize boats because we are unable to perform the initial start-up procedures since they cannot have batteries, oil, or fuel in them while they are on display at various locations for the 6 month promotional period.Once again, I am very sorry for the misfortune you have experienced. These issues are the frustrating side of boat ownership. Chris’s Marine is a reputable dealership, and we strive for customer satisfaction. We stand by our rigging and our products, and this claim of installing outdated fuel line is false. The leaking livewell connection was a rigging error, and we take full responsibility for it. I am sorry that it happened, and if it had been brought to our attention, we would have taken care of the problem. As for the lights, we will happily warranty those out for you because they are defective. Also, we will gladly inspect your fuel system for your peace of mind. If you do not want us to inspect the fuel system, you may take the boat to [redacted] in Houston. They are an independent and authorized Mercury and Haynie dealership. Hopefully, this has helped clarify some misunderstandings,and we can move forward together to make boat ownership a pleasurable experience for you.Sincerely, [redacted] *** Manager

Complaint: ***
I am rejecting this response because a couple things stick outYou mentioned that you would be in multiple violations by installing that fuel line when you did which explains why you are denying it so adamantlyAlso you insist on and on that I must have changed the line myself which is calling me a liarWhy would I downgrade fuel lines on a brand new Haynie? You sound ridiculous! Furthermore where would I find a line that was discontinued so long ago? Once again you sound ridiculous! The reason I did not sweat you on the small problems is because the trip to your shop is miles one way for me multiply that by and it cost me about 400$ to replace a 10$ lightOnce again you sound ridiculous.I'm sure you will gladly charge me an arm and a leg to fix your mistakeI will not be satisfied until you make this rightwe are past the point where words can fix it because I'm out of pocket real money to the tune of 400$Not to mention the fear of being dead in water as a beginnerI bought that boat because I wanted to be sure of itI don't appreciate you calling Bass PRO a liar either they fixed this problem for me which is a lot more than I can say for you ChrisI believe that the CCA is looking at the other boats to verify my complaintIn your response you deny performing the start upYou calling me another liar? I have the receipt to prove you did the startup on this particular boatYou were right about one thing people make mistakesGenuine people take ownership of Thiers and not blame the other personSend your tech to my place, fix the problem and reimburse me for the bass pro bill and I will be satisfied and I'm not being unreasonable.it I have not been able to fish the STAR because of all thisAnything else and we can take it as far as you want
Regards,
*** ***

I am sorry you rejected our response. I am not calling you or anyone a liar. All I was trying to explain is that Chris's Marine installed blue Marpac 3/8" fuel line on that boat in February Between then and now, I have no clue how or why it would have been changedIt is a mysteryThose boats publicly tour the state for months before the winners take possessionThere is no telling what happens to them while they are on display at the various locations, but that boat left our shop with the correct blue fuel line. As for inspecting the fuel system, we were going to do that at no charge. If you do not want to bring the boat to us, you may take it to * *** * *** in Houston, an independent and authorized dealer. They will inspect the fuel system for your peace of mind at no charge. If they determine there is an issue with the fuel system or an issue with the boat, we will work together to find a mutually agreeable solutionIf they find we did something wrong, we will make it right at no cost to you. Sincerely,*** ***

Dear Customer:I am very sorry for the misfortune you have experienced, and the frustration you have feltWe are here to help if you give us the opportunityHopefully, we will be able to clarify some misunderstandings, and create an opportunity to build a lasting relationship together.First, the
idea that Chris’s Marine installed outdated fuel line on your boat is simply not possibleSince 2010, Chris’s Marine has been using one fuel line, and it is blue Marpac Premier 3/8” fuel line that “meets the EPA low permeation mandates and the stringent requirements of SAE JB1-and ISO 8469, and is Ethanol Eand Ecompatible.” For over years now, the marine industry has been in constant battle with Ethanol fuelThis lower quality fuel has been wreaking havoc on the fuel systems of outboard motorsEven though we cannot eliminate the problems caused by Ethanol, we do our best to minimize the negative effects by using only Ethanol compatible and EPA compliant fuel tanks, fuel lines, and fuel additivesOur objective is to have satisfied customersWe would not benefit from using any product that is not compatible with EthanolIf Chris’s Marine ever used anything other than current industry standard, we would not only be hurting our customers and creating unnecessary troubles for ourselves, we would be in violation of the outboard manufacturers’ specifications set forth to keep their products in good working orderIn light of this claim and in good faith, we inspected the other prize boats, and determined that they have the correct blue Marpac low perm 3/8” fuel line installed on themI do not know where this outdated Silverado fuel line came from as determined by BPS, but I can assure you it did not come from Chris’s Marine.Also, the statement that your boat has been devalued because the injection system has been damaged is not accurateBecause the outboard manufacturers cannot control the quality of fuel being produced, they have designed their fuel systems to capture debris at the fuel filter to prevent internal damageIf debris did enter your motor, then the fuel filter should capture them, and prevent them from traveling further into the systemIf the fuel filter is clogged or has not been properly maintained, then it is possible for debris to enter the systemFuel filters are considered maintenance items by the manufacturer, and they are not covered under warrantyRegardless of how many hours are on an engine, it is the owner’s responsibility to inspect and/or change fuel filters, utilize the proper fuel treatment, and keep fresh fuel in their boatLack of use and lack of proper maintenance will cause problems for the owner that are not covered under warrantyWe will gladly inspect your fuel system for your peace of mindIf such problems do occur, they can be rectified at the owner’s expenseBy performing the proper repairs at the time they occur, the boat value will not decrease.Furthermore, I am sorry for the trouble you have experienced with the defective lightsUnfortunately, it is something that occurs in the marine industryThe lights come sealed from the manufacturer, and Chris’s Marine installed them correctlyI know the lights should not have filled with water and rusted so quickly, but they did, and we will happily warranty the defective lights for you. Last but not least, I would like to address the leaking livewell issueI am sorry that it leaked, and caused the back of your boat to fill with waterThat was our rigging error, and we take full responsibility for itWe would have addressed the issue promptly if it had been brought to our attentionMost likely the connection was loose and needed to be tightened, but regardless, a mistake was madeEvery boat rigged by Chris’s Marine, with the exception of these prize boats, is water tested prior to delivery to ensure everything is in proper working orderWe cannot water test these prize boats because we are unable to perform the initial staprocedures since they cannot have batteries, oil, or fuel in them while they are on display at various locations for the month promotional period.Once again, I am very sorry for the misfortune you have experiencedThese issues are the frustrating side of boat ownershipChris’s Marine is a reputable dealership, and we strive for customer satisfactionWe stand by our rigging and our products, and this claim of installing outdated fuel line is falseThe leaking livewell connection was a rigging error, and we take full responsibility for itI am sorry that it happened, and if it had been brought to our attention, we would have taken care of the problemAs for the lights, we will happily warranty those out for you because they are defectiveAlso, we will gladly inspect your fuel system for your peace of mindIf you do not want us to inspect the fuel system, you may take the boat to * *** * *** in HoustonThey are an independent and authorized Mercury and Haynie dealershipHopefully, this has helped clarify some misunderstandings,and we can move forward together to make boat ownership a pleasurable experience for you.Sincerely,*** *** Manager