Elite Marine, Inc.

In response to complaint ID #[redacted], Elite Marine Inc. has serviced this boat for some time now without a breakdown.  Unfortunately, this past summer there was a mechanical failure.  Elite Marine Inc. was not notified, or given an opportunity to diagnose the issue.  The boat owner...

had the boat repaired elsewhere, at a non-certified Mercury Marine facility, then demanded previous service records without an explanation. The boat owner then called and blamed Elite Marine Inc. for the mechanical failure and insisting it was a plugged filter element because it was black.  I contacted Mercury Marine and was told that the ethanol fuel turns the element black which does not effect the flow of fuel.  Mercury Marine also stated they are experiencing problems with paint inside the fuel pump flaking off and plugging  injectors and the fuel regulator.  This problem occurs after the filter that boat owner is referencing. A Mercury Marine representative contacted the boat owner, as requested by Elite Marine Inc., to explain the mechanical failure and that Elite Marine Inc. was not “negligent”.  Mercury Marine also stated that if the boat owner took the boat to an authorized dealer, they would supply replacement parts at no cost and assist with some of the labor costs of the cleaning of related parts.  This repair is being done out of good faith as the boat is no longer under warranty as it is over 10 years old. As confirmed by Mercury Marine, there were no “red line” service bulletins regarding any of the issues the boat owner is complaining about.  This means there were no immediate dangers to boat or owner. Elite Marine Inc. was informed the boat owner accepted Mercury Marine’s offer on Sept. 26, 2016 to correct the fuel pump upgrade.  The boat owner chose to have the repairs done elsewhere.  Therefore, Elite Marine Inc. has no idea why the boat owner is continuing to demand money for a repair clearly not Elite Marine’s fault.  To clarify the facts presented in this letter, please contact [redacted] at Mercury Marine at ###-###-#### and reference engine # OW[redacted].