Ed's Marine Superstore

Review: I had discussed purchase of an outboard motor for my boat with [redacted] on the phone. When I went to pick it up, they did a bunk test on the motor and it was very difficult to start. I ended up buying a more expensive motor with electric start, also did a bunk test and started fine. I purchased the motor and it was placed in my car.

I arrived to my boat that afternoon and took measurements of the motor and the well in the boat, it would not fit. I asked Ed's if they would take the motor back or exchange because it would not fit and the reply was that they "would take it back but only give me 50% of my money back or exchange less 25% stating the motor was used." It was not used, never made it out of my car. It was no more used that the first motor they took out and bunk tested and perhaps staged an up-sell.

I feel that this policy is inconsistent with other dealers in the industry, and I have spoken to many now. Payment was made in the form of a cashier's check, as they requested and the additional money for the ?up-sell ? was in cash and on my [redacted]. I have now sold the motor at a considerable loss but the main thing is the hassle and poor customer service Ed's marine provides. I would like to recoup money lost but the main thing is to warn others about the practices of this business and to express my displeasure about the whole ordeal.Desired Settlement: 1. Warn others about this business.

2. Make them clarify the return policy of 50% to customers.

3.I would like to have part of the money back for my loss, $782.00 on my[redacted], total sale was $2434.00

Thank you.

Business

Response:

On June 6th [redacted] came into our store to purchase a 5 HP [redacted]. She paid in full for the motor and we serviced it and got it ready to demonstrate with her. Our technician went over the operation of the motor with her and showed her how to start it. When she tried she did not have enough strength to pull out the starter rope. Our technician came and got the salesman and they all talked about the motor. My salesman came to me to ask what her options were with the 5 HP since we had already taken it out of the box and serviced the motor and ran it with her. She wanted to get a 8 HP electric start that should would not have to pull the rope on. As a customer courtesy we voided the 5 HP contract and sold her the 8 HP. The 5 HP motor has now been ran and the box destroyed so we cannot ship it and we have to sell it at a discount.

[redacted] called my salesman the next week and stated that the 8 HP would not fit into the opening of her boat. The motor purchase was never based on a size that fit in a special boat. The salesman tried to understand her measurements but she could never measure the dimensions that made any sense. [redacted] wanted to return the motor for a refund. My salesman explained some options if she wanted to trade the motor in on another motor or a price if we were to purchase the motor back from her. She declined.

Ed's Marine Superstore went above and beyond trying to make [redacted] happy.

In response to the Desired settlements:

1. While [redacted] is warning other about our business I would like to warn all business about [redacted]. Take care and do not make any customer service exceptions for her. She will label them as "up-sells" and try to twist a courtesy into doing something dishonest.

2. Our return policy is clearly stated on our contract and the salesman went over it with her. ALL SALES ARE FINAL

3. We sold [redacted] an 8 HP [redacted] for $2,325 and did nothing wrong. If [redacted] wants to do the right thing she should buy the 5 HP motor that we ran with her or at least send some money towards the discount of it.

Sincerely,

[redacted]