Full Performance Marine Inc

Review: in the first week of july 2013 My wife hit a log with our boat and damaged the prop on the outboard motor of our boat. The next day we went to the nearest Yamaha dealer, since our motor is a Yamaha, which was Full performance in order to purchase a new prop and have our old one repaired. The young lady working the parts desk told us they did not have a Yamaha prop in stock for our boat and that if we wanted one now we would have to purchase a more expensive aftermarket prop. We found out later that was not true, she was just trying to make money off us being a holiday weekend. Anyway, she sold us a prop that was nowhere close to being the right one for our motor. We had there mechanic show us how to install the prop and went on our way. Upon using the boat we found out it was not the right prop and returned it a day later. At this point we also mistakenly returned a THRUST WASHER which we would later need. We then were sold the proper prop. 2 weeks later we returned to our boat and attempted to install the new prop. At which point we realized we needed that THRUST WASHER, so I returned to Full performance, showed the same girl a picture on the box and told her I needed a THRUST WASHER. We then installed the new prop and immediately had problems. At which point I removed the new prop and installed the original prop, which was now repaired, and still had issues. At this point I took the boat and motor to Full Performance and asked them to take a look at it. 2 weeks later we were told that we had installed the wrong THRUST WASHER, actually what we had installed as a THRUST WASHER was actually a SPACER that belongs on the other end of the shaft, which had been purchased from them, and our boat was ready to go. Upon picking up our boat we noticed damage, in the form of deep scratches to the top of our motor. We took the boat out on the water and it still was not running right. At which point we found out the new and original prop were damaged beyond repair due to the wrong parts being installed.Desired Settlement: All together they cost me an additional $700.00 and we have one less prop, as well as the scratches to our motor. I would like a refund and another prop along with the damage to our motor fixed

Business

Response:

This letter is in response to Customer’s complaint: 7/05/13: Customer came in our store to purchase a new prop for his 115hp Yamaha motor and have his damaged prop repaired. (We carry Michigan Wheel Props in our retail store because they are a “Universal” prop. They fit a wide range of motors both inboard and outboard with just a change of a hub kit) Our sales associate sold the customer a Michigan Wheel prop according to the Michigan Wheel Chart attached in this letter. You will see that according to this chart the customer purchased a prop and hub kit for a Yamaha 115hp. The customer originally had a 15 pitch prop, we had a 17 pitch in stock and that is what he purchased. (Either pitch will work on a Yamaha 115, it is the customers preference as to what performance he is after.) The customers receipt #1 is also attached for this purchase. At the time of purchase, we asked the customer if he’d like us to install the prop and he declined, he said he can do it himself. He did, however ask our mechanic how to install it and our mechanic gave him instructions. 7/07/13: Customer came back into the store and asked to return the prop because he wasn’t happy with the performance of it. Our sales associate asked the store owner if he would return the prop for the customer since it was used, for one of our props from our new in-stock Yamaha Engines. The store owner did give the authorization to return the used prop, since it was still in new condition, for one of our props from our new engines as long as she reordered a replacement immediately. Receipt #2 shows the purchase of the new prop and the full return of the used prop. Once again he was asked if he would like us to install the new prop for him, we charge $25. He declined again. 7/19/13: Customers repaired prop came back from the shop, we called him and he came over to pick it up. This was receipt #3. (Now, he has 2 good props) October 15, 2013 Page 2 7/20/13: Customer came in to store and said we sold him the wrong prop. This is the prop he purchased on 7/07/13 (Receipt #2) This is an identical prop to the one he had repaired. The customer said, “It is making a grinding noise and look what it did to my prop” (The prop was all ground down) the sales associate asked the customer, “Where’s the trust washer you had from the damaged prop?” Customer replied, “I don’t remember” So, he purchased a thrust washer on 7/20/13 (receipt #4) and was told to put the thrust washer on behind the prop. He was also told that where his prop is damaged, it is non-repairable. He would have to use the prop he had just picked up from being repaired. 7/21/13: Customer brought the boat back in for service. See work order #1627 attached. He stated that his prop was getting chewed up on the inside. 8/03/13: Work was performed on work order #1627, We found that the thrust washer was installed on the wrong end of the prop. And, there was no spacer used between nut & prop to keep the prop tightly secured. Now, prop #2 was damaged and non-repairable. We also had lowered the customer’s engine to the recommended manufacturer’s specs. We lake tested the boat. We then called the customer and told him that his boat is fine, but he will need a new prop. Customer’s response was “I’m not buying another prop, I’ll use the prop I have.” 8/10/13: Customer dropped the boat off a week later, work order #1780. Customer stated he’s not getting the RPM’s like he used to. This is stemming from where the damaged prop is ground down, its letting air in around the prop causing the problem. He needs a new prop, like we told him on 8/3/13. We called him several times and left messages. 8/21/13: Customer finally called back and said to go ahead and replace the prop. He then, came in to pick up the boat. When he came in he asked to speak with the owner. The owner and the service manager spoke to the customer, they told him the problems he’s having is all stemming from him not putting a thrust washer on. Customer claims that the sales associate sold him a spacer and not a thrust washer. That is a false statement, the sales receipt is attached, sales receipt #4, you will see that is a thrust washer and not a spacer. Attachments: Picture #1 shows the customers 2 props. One new one and one repaired one. Both of these props are ground down because the customer installed them incorrectly. On one prop he didn’t install a thrust washer and the other he put the thrust washer on the wrong side of the prop. Picture #2 & #3 show customers prop on the left (ground down after he installed it incorrectly) The one on the right shows a correct prop. You can see clearly the height difference. October 15, 2013 Page 3 Customer Comments: Service manager asked the customer, “What are you looking to get?” The customer said, “I don’t know”, “and the top of the motor is scratched from the first time you lowered it.” Service manager said to the customer, “The scratches were there, along with the dents on the sides of the boat and the dents on the tubes. The condition of the boat is not from us.” The customer said he will be contacting the Revdex.com as he walked out the door. If you should happen to have any further questions concerning this case, please do not hesitate to contact our office. Sincerely, President Full Performance Marine, Inc.