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Countryview Marine, Inc.

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Reviews Countryview Marine, Inc.

Countryview Marine, Inc. Reviews (1)

Initial Business Response /* (1000, 5, 2015/12/07) */
Customer brought his boat in for repair on 10/23/2015 after hitting a submerged object with his lower unit.
We brought his boat into the shop on 10/27/2015 to look at the damage. After taking the lower unit apart, we determined the best outcome...

would be a new lower unit complete. I called the customer and let him know the extent of the damage and asked if he wanted me to send the estimate to his insurance company.(State Farm) He said to go ahead and sent the estimate and pictures to them. We sent estimate and pictures to State Farm on 10/27/2015. On 10/29/2015 we sent customer the same information, estimate and pictures. Customer then emailed us and wanted to know the status of repair on 11/13/2015. I told him the brand new(from BRP)lower unit was here and would be done shortly. On 11/16/2015, customer wanted a copy of his invoice sent to him and his insurance company. I told him that I would send it after the repairs were done. He stated that his insurance company only sent partial payment and would like to get the rest of his money from them. I told him I could not do that without completing the repairs. Now he thinks I am not putting on a new lower unit and wanted pictures of the box and lower unit. We sent him pictures of the box and lower unit and invited him or his mechanic to stop in at the shop to look at it so we could finish the project. Customer also wants a copy of the invoice to prove it is new(cost pricing). I also told customer that if he wanted me to winterize his motor when I was done that I would at no charge to him. The normal major component warranty is 90 days and it would carry him through 2016 if started in the spring. Customer wanted that in writing, so we sent him a copy of that on the work order. I do not email, but one of mechanics do. I have been pulling him from his projects to answer the customers' questions. We now all have more time emailing and writing letters then the project would take to repair. At this point, I would like the customer to pick up his boat and bring it to another shop.

Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
Here are the facts that I can document via phone recordings and emails. Only reason I repaired Lower Unit now instead of Spring 2016 is because "One Full Year 2016 Warranty" promised by Dan Smith (Owner). Was warned by other Boat Dealers to get One Year Warranty in writing because was great deal that they would not provide or match.
Owner promised during our first phone conversation on 10/21/15 the Warranty covers full season and also the next year full season because CountryView Marine (CVM) takes care of their customers.
Dropped boat off in person on 10/23/15. Had Owner write "1 full year 2016 warranty" on repair invoice even though now claiming in his Revdex.com response that actually only is a 90 day warranty. CVM also did offer to have me or my mechanic come in to visually verify that lower unit was in fact new. Problem is I am not a mechanic and suspect even a Mechanic would be unable to tell if a Lower Unit was new instead of used or remanufactured. In addition, I was not going to pay a mechanic to drive all the way out to CVM to verify that the lower unit was new when a invoice and pictures would provide 100% accuracy and immediately prove or disprove fraud with no room for interpretation.
Owner agreeing on 11/4/15 when I authorized the repair work to be completed over the phone that he would send both myself and the insurance company the lower unit order information, in addition to again promising a full one year warranty.
I sent email on 11/13/15 requesting an update. CVM responded stating has lower unit and sending to be painted on 11/16/15 and will then install. I directed CVM to send the order information as promised to both myself and State Farm so I would be paid to which I received no reply.
I sent second email on 11/15/15 to verify received last email and again directing the invoice be sent to both myself and the insurance company as promised.
On 11/16/15 CVM finally responds via email stating the work order would be sent (not the Bill of Sale or Invoice as Owner implies in his Revdex.com Response) after the repairs were completed. However this would still not prove the lower unit was new and not used or remanufactured but just that the repair work was completed. I then call Owner on phone and he states that he is not refusing to send me the bill of sale/invoice, but just confused by request. Owner does however finally agree to send me the bill of sale by saying "all right". I then send email to CVM summarizing phone recordings referenced above highlighting Owners verbal agreement to send information. CVM responds stating "We feel that an invoice showing cost is private and will not be provided." I request an explanation for why CVM refusing to send Invoice after Owner just agreed to provide and if lower unit is in fact new? Request pictures of new lower unit, and suggest CVM can white out price paid for lower unit on Invoice to keep profit margin private, or even just send Invoice to Insurance Company. CVM provides a picture of the cardboard box number, and top of box open, but no explanation for refusal or other suggestions to show lower unit is in fact new. More emails are exchanged and I send another email requesting better picture displaying color of lower unit because looks grey and not white in picture to prove that is in fact not already painted correct color. CVM does not respond to my last email and I ultimately file complaint with MN Attorney General and MN Revdex.com.
On 12/8/15 my unlocked Boat along with the unassembled lower unit in pieces was discovered by my son in our driveway. I did not request, accept, nor was even made aware of my boat being returned by anyone. I also cannot Winterize my 115 HP Johnson because it was not reassembled and left in pieces on the floor in my boat. My only options appear to be either to have the motor repaired by another company which means only a 90 day warranty will be provided, or risk ruining the Motor if not Winterized. I am also obviously now concerned about the Gas or my Motor possibly being unusable as cannot run.
On 11/18/15 CVM states they "strive for customer satisfaction and have an excellent reputation." I simply do not understand why Dan Smith, Owner CountryView Marine or any Business for that matter would ever refuse to immediately prove a Lower Unit was in fact new if in fact it was not used or remanufactured, in addition to providing a second picture to prove the Lower Unit was not already painted the correct color.
[redacted]copied and pasted from email.
Final Business Response /* (4000, 9, 2015/12/21) */
We offered customer a 1 year warranty on his repairs to his 115 Johnson, Serial # J115PLSSB, by replacing his lower unit complete with a brand new unit from BRP. (Bombardier Recreational Products, Inc.) BRP is the original manufacturer of the customer's outboard engine. They (BRP) do not offer a new lower unit in his color anymore after 16 years out of production. We ordered a white lower unit complete and had it scheduled at a professional paint shop to be painted his color.([redacted] in Wyoming, MN)
Customer asked me to send his insurance company the invoice for the repairs because he only received part of the money for his claim. I told customer I would do that when the repairs were completed. Then he wanted to see the invoice from the lower unit purchase and I told him that I've never done that in 38 years of working on boat motors.
Customer wanted pictures of the box the lower unit came in and pictures of the lower unit. We sent pictures to customer and he thought it looked grayish in color (it is white in color). He then wanted to know what the blue numbers on the box meant.
After 10-12 emails and the lack of trust in our repair shop, I detemined that I would deliver his boat back to his home on 12/08/2015. We all liked this customer and wanted to help him to the best of our ability. We have a lot of time invested in his boat and motor project; tearing down his lower unit, estimating the repairs for his insurance company, ordering a brand new lower unit complete and several emails. I told customer that we would winterize his motor at no charge to him if he was done using it this year.
We have not collected any money from customer at this time.
I feel that the best thing for this customer is to go to a different repair shop.
Thank you.

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Address: 34850 Forest Blvd, North Branch, Minnesota, United States, 55056-5855

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