Gator Powersports & Marine Llc

October 6, The Revdex.com, I am replying to complaint ID # There are two sides to every complaint, the difference being our information is documented in writing and signedThe customer dropped off the unit on 5/4/as documented on the repair order The complaint
written on the repair order was “won’t turn over; has fairly new battery; call with estimate for warranty company; change oil and filter; put battery in boat.” The technician has extensive notes on the electrical systemHe identified several electrical problems that required attention including the ground block and multiple corroded connections than needed to be cleaned The battery was load tested and installed in the boat The oil and filter was changed The starter had shorted internally and after contacting the customer as per his request and starting a warranty claim the starter was replaced The boat was lake tested and ran fine The customer was charged for hrs of labor, plus parts & tax for his portion of the repairs and his $deductible for the warranty repairs to replace the starterA total of $ Since the timeline was mentioned let me comment on that, at the time the unit was dropped off on 5/4/the repair order indicated we will begin work within 10-working days, this was acknowledged on the repair order by the signature of the customer The warranty claim was filed within working daysThe warranty company approved the repair and the starter was ordered The customer was notified on 6/8/that his boat could be picked upWe were paid by the warranty company on 6/13/17.As for how much Gator was paid for the starter replacement we do not set the prices for warranty repair, the warranty companies doGator was paid per the manufacturers flat rate time as mandated by the customer’s Warranty policy for the replacement of only approved parts On 6/15/the customer purchased a special order stainless steel propellerHe was given a 10% discount and paid a total including tax of $ This purchased has nothing to do with any work performed by usOn 8/18/17, two months after the boat was picked up the boat was brought back for repairsThe complaint written on the repair order was “Ran good weeks ago- 1st use since repair Changed battery, now doing the same thing on ride with grandchildren Won’t turn over, click and grunts Possible electrical short or bad battery cut-off switch, both batteries were hot The wait time was working days as was acknowledge by the signature on the repair order.The technician tested the electrical system and found the battery switch badHe replaced the battery switch and it tested ok The customer was charged hours labor, plus parts & tax a total of $ He was notified of the completion of the repairs on 9/1/ This repair was a completely different issue We can not guarantee that this boat will not have additional problems after it leaves the lot Since the boat would not start the customer is assuming it was the same issue and our fault It was neither The two repairs were unrelated, both amounts paid to us were legitimate bills owed to us, there were no failed parts that we installed therefore no free work to be considered The manager has reviewed the notes on the repair orders and the timeline of the repairs as the customer indicated he was not satisfied with our service It was concluded there was no fault in our service We simply fixed different issues on the customer’s boat twice Had it been the same issue or a failure of the part we originally replaced we would taken care of the situation Considering the customer has stated he will not be back and we have found no fault in our workmanship we have decided there are no other actions required by us The work was completed in a justifiable amount of time, the labor is in line for the work performed and we did not have a replaced part failure.If there is any additional information needed please let us knowThanks in advance for all your time and helpI can be reached at my dealership at ###-###-####Sincerely, Mark W***

My last reply to your request is where we stand Gator will refund the worth of labor for the belt labor install only if we get to speak to another Platinum Certified BRP Dealership like ourselves to confirm what it is that we did wrong The deductible was to cover the rear differential warranted through an external warranty company Gator does not choose to collect that deductible its a deductible paid to the warranty company which is chosen by the original purchaser of the extended warranty We wish you the best and good luck Thanks

If we were to refund Mr. [redacted] for anything in regards to our "labor" that he is questioning it would be for the .3 hours of labor which amounts to 33.00.  The rest of the invoice total was for hard parts that Mr. [redacted] received.  The bolts in question were noticed in our parking lot...

and fixed immediately.  Mr. [redacted]'s comment in regards to safety is unwarranted considering we have done his other work with no other issues.  Not to mention the bolts were tightened before it left.  If Mr. [redacted] had any concerns of safety he should have mentioned that to us before he paid the invoice or before he left.  I do apologize for Mr. [redacted] having to deal with any issues he has had but considering all the help we have given him I am not sure why we are having these talks.  So far he has gotten a warranty that has paid for parts for free other than a deductible.  He got a reduced bill on parts by 15% because he felt he deserved it on NON warranty items.  He also received a reduced amount on the belt install that we typically would have charged 1.5 hours (165.00) for that service but because we were able to warranty the back portion of the belt cover we only charged him .3 hours.  I am at a lose on where to go with this because I believe Gator Powersports has gone above and beyond what should have been done.  As far as allowing another dealership to inspect our work I am totally fine with that but the only thing we would reimburse for would be the .3 hours of labor IF we spoke to a Platinum BRP Certified Dealer (which Gator is) personally to see what they "say we did wrong".   Mark W[redacted]###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12325163, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]  I would like to be refunded the 50 dollar deductible which will pay for another dealer to correct the shifting issues the bike still has which was never reapaired at time gator was working on bike. I think that's fair enough since I just paid a deductible on repairs and all my concerns are not corrected.