Fremac Marine Sales & Service, Inc.

We offered this customer store credit for the return of his product that he chose to purchaseI have copied and pasted my email to him for your review but I would also like to mention that we always tell our customers to try the boat a few times before putting the item in question onWe sell so
many of them that way that we do not need to force people to purchase the thrust vectorWe have never had anyone ask to return them, they do their job, they make the boat steer better at slow speedIts a metal apparatus that mounts onto the jet pump, it can cause a vibrationMr*** was persistent in saying he had an internal engine vibratispent hours on this boat, finding nothing wrong with the engine, we mentioned right away that the vectors can cause vibration, we took them off for him after his 2nd time back complaining of an internal engine vibration(all the work we did on the boat, we never charged him for any of it even though *** denied my warranty claim because there was nothing wrong with the boat) Here's the email I sent him in October after speaking with the product manufacture
Friday, October 9, 2015, *** wrote:
Despite the fact that you did not trust my service dept and insult my customer service capabilities, I was able to get Jet boat pilot to take the thrust vectors back and supply us with a new one so we will be able to offer you a store creditYou can use it for parts or service

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response by Fremac Marine is simply a restatement of my complaint. With the addition of stating I requested the thrust vectors. This is untrue. They recommended I purchase them. Of course, they didn't force me to purchase them! Further, they did not recommend me trying the boat first or offer me a sea trial. Worse they are still insisting these vectors are something they recommend to be installed on boats they sell! They recommended installing the thrust vectors when I purchased the boat. Now that it has been established that they caused a vibration. They are refusing to refund me the cost of those vectors. That is the substance of my complaint. I purchased the vectors based on their advice, the vectors caused a vibration. They removed the vectors but will not refund the cost. I purchased a brand new boat with thrust vectors they recommended be installed. The least they could do after numerous returns for the problem is refund me the cost. They are  offering only service or merchandise credit. That is unsatisfactory, given the poor service and general run around they gave me trying to get the boat fixed. I have no confidence in their servicing me well in the future. Hence the need for a refund.
Regards,
[redacted]