Mr [redacted] brought his outboard engine in for a re-seal on the lower end. The re-seal was completed and he picked it up.He called back several days later to say that it was still leaking gear oil. He brought it back for us to check. The lower unit was checked again to...
find that there was nothing wrong with the work that was done.Found out that the 2-stroke oil that he was using was lawn mower oil that could not be used in a water cooled outboard engine. Mr [redacted] is using the wrong 2-stroke oil. If he used the factory rated oil the issue would stop.We have never stated he does not have a warranty. The warranty is still good for up to 1 year. If it was taken to another shop without first resolving the issue with Hangtown Marine, his warranty is voided.Even if we were to re-do the work, the issue will persist if the wrong 2-stroke oil is used.Several phone contacts were unsuccessful in trying to explain to Mr [redacted] the situation and he has refused to heed the advice of using the correct 2-stroke oil.
I am rejecting this response because I did not take my engine to Hangtown Marine for a re-seal job. I took my engine to them for one reason only, and that reason was because it was leaking oil from around the propeller area. My only interest was to have the oil leak stopped. I've only used approved 2 cycle oil in that engine. I used only [redacted] and [redacted] 2 cycle oil that names [redacted] outboard engines by name and has all the manufacturers necessary requirements. Hangtown Marine made a bad diagnosis of the oil leak and replaced parts that didn't need to be replaced. When I took it back, still leaking, it was only then that they discovered that the leak was sludge coming out of my exhaust and not from the gear-box. They tried to confuse me by telling me that I wasn't using approved 2 cycle oil just to make me go away. When I returned home I checked the kind of oil I was using to make sure it was approved oil, and I found that it was. They tried to talk me into flushing out my own exhaust system with a can of some kind of fluid instead of honoring their guarantee and them fixing it at their shop. It was obvious that they had no intention of doing the work I paid them to do; they already had my money. Before I paid [redacted] he told me, in front of a witness, that my leak was in fact repaired, tested, and guaranteed for 6 months. He told me if it was to start leaking again in that time to bring it back and he would "fix it for free." In less than a week I noticed it was leaking as badly as ever. I wouldn't have minded paying for those parts I didn't need if they would have taken the trouble of stopping my oil leak. [redacted] diagnosed the leak over the phone without looking at it. A competent factory-trained marine tech should have taken the time to discover what was actually causing the leak. I've since learned that outboard engines do sometimes leak sludge even if the proper 2 cycle oil was always used. I've owned this engine for more than 10 years and have only used approved 2 cycle oil. Hangtown Marine should have honored their guarantee. They didn't, and that's why I'm making this complaint.
Business states that they have went ahead and sent customer a $200 check to bring an end to the situation. With that said business admits no fault to the issues experienced by the customer.
Mr [redacted] brought his outboard engine in for a re-seal on the lower end. The re-seal was completed and he picked it up.He called back several days later to say that it was still leaking gear oil. He brought it back for us to check. The lower unit was checked again to...
find that there was nothing wrong with the work that was done.Found out that the 2-stroke oil that he was using was lawn mower oil that could not be used in a water cooled outboard engine. Mr [redacted] is using the wrong 2-stroke oil. If he used the factory rated oil the issue would stop.We have never stated he does not have a warranty. The warranty is still good for up to 1 year. If it was taken to another shop without first resolving the issue with Hangtown Marine, his warranty is voided.Even if we were to re-do the work, the issue will persist if the wrong 2-stroke oil is used.Several phone contacts were unsuccessful in trying to explain to Mr [redacted] the situation and he has refused to heed the advice of using the correct 2-stroke oil.
I am rejecting this response because I did not take my engine to Hangtown Marine for a re-seal job. I took my engine to them for one reason only, and that reason was because it was leaking oil from around the propeller area. My only interest was to have the oil leak stopped. I've only used approved 2 cycle oil in that engine. I used only [redacted] and [redacted] 2 cycle oil that names [redacted] outboard engines by name and has all the manufacturers necessary requirements. Hangtown Marine made a bad diagnosis of the oil leak and replaced parts that didn't need to be replaced. When I took it back, still leaking, it was only then that they discovered that the leak was sludge coming out of my exhaust and not from the gear-box. They tried to confuse me by telling me that I wasn't using approved 2 cycle oil just to make me go away. When I returned home I checked the kind of oil I was using to make sure it was approved oil, and I found that it was. They tried to talk me into flushing out my own exhaust system with a can of some kind of fluid instead of honoring their guarantee and them fixing it at their shop. It was obvious that they had no intention of doing the work I paid them to do; they already had my money. Before I paid [redacted] he told me, in front of a witness, that my leak was in fact repaired, tested, and guaranteed for 6 months. He told me if it was to start leaking again in that time to bring it back and he would "fix it for free." In less than a week I noticed it was leaking as badly as ever. I wouldn't have minded paying for those parts I didn't need if they would have taken the trouble of stopping my oil leak. [redacted] diagnosed the leak over the phone without looking at it. A competent factory-trained marine tech should have taken the time to discover what was actually causing the leak. I've since learned that outboard engines do sometimes leak sludge even if the proper 2 cycle oil was always used. I've owned this engine for more than 10 years and have only used approved 2 cycle oil. Hangtown Marine should have honored their guarantee. They didn't, and that's why I'm making this complaint.
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Business states that they have went ahead and sent customer a $200 check to bring an end to the situation. With that said business admits no fault to the issues experienced by the customer.