Custom Boat & Marine, Inc.

on 4-22-16 I took my boat to Custom boat & Marine. The problem was the boat kept cutting off .they told me it will be one week before they will work on it; it turns out being three weeks later. I inform them that the fuel pump relay & the wires in the fuel pump was metered; when it was running it had power; when it cut off there was no power on either connection. They said OK we hear you. 3 days later I call them. They informed me that the fuel pump was bad and Kinks in 3 fuel lines. I just put a new pump in the boat 5 days ago. I told them to fix it if that?s the problem. I paid them $1,600. That was not the problem. I returned the boat to them. Later in the week they told me the Relay and the connection on the fuel pump was bad; the problem was Electrical. OK! After I paid them $1,600 the problem was a $100 fix. They told me those parts needed to be replaced anyway. I will never go back or recommend anybody there. I am a very unsatisfied customer. The problem was the relay and the connection on the fuel pump.Product_Or_Service: n/aOrder_Number: [redacted]Account_Number:[redacted]Desired SettlementI think the labor cost to be refund. $525.00Business Response Contact Name and Title: [redacted], General manaContact Phone: 775-852-4535Contact Email: [redacted]Case Number [redacted]Re: [redacted]I would like to address [redacted] issues. The boat was brought to to us on 4/21/2016 of which we explained that we were backed up approximately 1 week before we could look at the boat. On 4/29/2016 we evaluated the boat and checked extensively to verify the problem. There was NOT a power supply problem to the fuel pump. We tested the fuel pump relay and the power supply all the way down to the pump. We had power to the pump itself however, the fuel pump was seized up inside (most likely from being ran too long dry with out fuel going to the pump) therefore the pump was deemed defective. We informed the customer that he did need a new fuel pump and again, he explained that he just replaced the pump (which he purchased from another dealer). Per [redacted] Service Bulletin 2004-05R1, just the pump is not available and the entire pump and fuel cooling system needs to be replaced. [redacted] did in fact purchase the entire fuel kit, but chose to only replace part of the kit. I am still not sure why he did not go back to the dealer that sold him the pump originally for further assistance.On May 14, 2016 we began to replace the fuel pump assembly. On removal we found the fuel lines were kinked and ruined from a previous improper installation. The kinked fuel lines restricted the flow of fuel to the fuel pump causing irreparable damage to the fuel pump. After knowing what caused the fuel pump to fail in the first place we were confident that we needed to replace the complete fuel pump kit per [redacted] Service Bulletin along with the new fuel lines that were previously damaged. There was an extra delay in ordering the fuel lines since we did not discover that until we were trying to complete the job. Once everything was replaced we tested the operation multiple times and ran the engine for 30-40 minutes. Furthermore, the customer notified me the he returned the defective part to the original dealer for a full refund on the original part that was installed incorrectly.Unfortunately, the customer did experience a similar problem shortly after picking the boat up and notified me immediately. We immediately took another look at the issue and discovered the power connector had loosened (possibly from multiple times being removed correctly or incorrectly). We replaced the connector and as a courtesy we replaced the fuel pump relay to give the extra reassurance of eliminating all possible future problems. The total cost of additional labor was $241.50 plus parts, shop supplies and tax, which was NOT charged to the customer. In summary the fuel pump was in fact bad and needed to be replaced therefore we do not feel that the customer is entitled to any type of refund. The damaged fuel lines were a direct reason why the fuel pump went bad. All the parts were returned to the customer and we showed him the damaged fuel lines and we were in all agreement to the reason why the pump failed. The customer successfully returned the damaged fuel pump and the entire kit he did not use for a full refund. We replaced the pump kit per the [redacted] Service Bulletin to ensure that all the components fit together properly. We repaired an additional issue at No Charge along with other parts to ensure that the customer would not have any further problems.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As I had mentioned to the Sales Person involved that after the second time, that the problem seemed to be electrical but instead they changed/checked everything except the electrical which would have been a lot cheaper than what I was stuck with paying in the beginning. It was only when I had mentioned I had no more money for them to charge me is when they proceeded to fix what they felt would have fixed the problem and told me they did not charge me for labor or parts.my point I am getting at is I feel I had been forced to spend rediculously. I think they went the expensive route first. I had tried to put my trust into the professionals and they seemed to have purposely steered me wrong. I feel I should get at least $525.00 refunded (Labor Cost). I just feel it was extremely unfair the way they went about the whole situation. Apparently they must feel the same or they would not have done the last repair at no charge.Final Business Response Case Number: [redacted]We do sympathize with the customer in this regard. We spent additional labor to verify our original diagnosis. Prior to any service we discussed with the customer our diagnosis and received approval from the customer to proceed. If I have felt we did anything wrong we would have already resolved this matter. Our A plus rating with the Revdex.com will testify to our business principles. The customer has not denied the fact that fuel pump was bad along with the fuel lines from a previous improper installation. The customer requesting a refund on the labor for changing a part that was bad, of which he got a full refund for it being bad is not reasonable. Furthermore, the labor to replace the fuel lines would also be approximately the same as it was to replace the fuel pump. Therefore, the labor charged is justified and should not be refunded.The services rendered were approved by the customer and were also absolutely necessary. The customer has not denied any of these points and will agree that these parts were in fact bad. However, Custom Boat and Marine will offer to remove the parts that were installed and charged for, we will offer a complete refund for labor on the fuel pump and fuel lines including the parts. We will charge the customer for the electrical parts and labor that the customer is adamant was the only problem. The customer can now purchase the parts from a dealer of his choice and either install the parts himself or pay to have a service facility install the parts.The total compensation that the customer would receive after we removed the parts and offered a full refund would be:PartsFuel Pump Cooler............................ $549.00Line Kit........................................ $151.03Line-Fuel....................................... $148.96Line-Fuel....................................... $172.24Labor.................................................... $525.00Shop Supplies.......................................... $26.25Tax...................................................... $80.92TOTAL.........$1,653.40Less service Performed that was not chargedLabor......................................................$241.50Shop Supplies.............................................$12.08Parts...................⇄ $36.39Tax......................................................... $3.74Total (not previously charged)...... $293.71Balance owed to the customer after parts are removed by Custom Boat & Marine: $1,359.69Custom Boat and Marine requires that we remove the parts off the engine to ensure that we are getting the same parts we installed and that are not damaged from improper removal. Furthermore, this will need to be done before July 1, 2016 to help ensure these parts do not get damaged before hand.In summary, the parts replaced were defective; the customer returned these parts he installed for a refund from the dealer he purchased them from. The customer previously approved the total expense of the service including parts and labor. All parts were returned to the customer for verification. And the customer has not denied these facts.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Number one the boat is no longer in Reno. Number 2 I do not trust that manufacture that company anymore I will not return there for business at all. I think if I was to bring it moor Damage would be done.