Gray Insurance Agency, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] First they only told half truths, I have contacted them many times on the failure of the fuel PUMPS and what oil should be in the engine according to their manual , I have been told everything from ethanol gas problem to a valve or something like that that there was a tech message on sometime in or and I never receive the message I have no idea what is wrong with this motor, I just know they never tried to fix the problem only fix a result of the problem and I am stuck with a poorly made piece of junkI guess I should have pursued this problem earlier before the warranty ran out and now I am stuck with itI just want to warn people that there is a problem when buying from this company I know I will let everyone I know how poor these people are on repairing their motorsI want my complaint on your web site and I will go to Virginia and put on another complaint about Mercury and the marina I bought it from here in Virginia
Regards,
Gary ***

The Revdex.com letter was addressed 6/14/and since then, Mr*** and Mercury Marine have come to an agreement. Mercury Marine will supply a longblock replacement at a discounted price. Mr*** was agreeable to this solution.Mercury Marine considers this issue resolved. We hope this
information is helpful. Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:30am and 4:30pm Monday through Friday, Central Standard Time. Best regards,DavidConsumer Support SpecialistMerCruiser Customer ServiceReference # ***

Thank you for allowing Mercury Marine this
opportunity to respond to the claim submitted by MrGary *** to the RevDex.com of Wisconsin.First and foremost, we hope Mr*** will accept
our apology for any inconvenience he has experienced due to the repair of his
engine.Our
records
indicate Mr*** purchased a Mercury 90-horsepower engine, serial number
***, on November 10, This engine came with a five-year factory
warranty that expired November 10, 2012.Our records further indicate Mr*** contacted our
offices on June 9, regarding an issue with his fuel systemOn June 23,
2016, our Dealer Technical Service department spoke to Anna Point Boat Sales
regarding the issue, and advised the dealer to confirm there were no fuel
restrictions in the line prior to the fuel supply module on the engineMr
*** spoke to multiple representatives in our office on June and July 5,
regarding the possible fuel line restrictionFurther, Mercury Marine responded
to Mr***'s additional correspondence received in our office on July and
July 1, 2016.As we have informed Mr*** previously, Mercury
Marine respectfully declines his requests to participate in the repair of his
engineIf the engine is currently experiencing an issue, a dealer will need to
work with our Technical Service department regarding troubleshooting and
diagnostics.We appreciate this opportunity to provide you with
further details regarding our warranty limitationsShould you have further
questions, please contact our Customer Service department at ###-###-####
between the hours of 7:a.mand 4:p.m., Monday through Friday, Central
Time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Patrick ***

Mercury’s findings, as detailed below, have not changed.  Thank you. Mercury had a brief conversation with Patrick E [redacted], the current owner of the above 2002 engine, on December 2, 2016.  An unauthorized Mercury dealer, Brad’s Marine, rebuilt a u-joint assembly that required bearing cross part number 75832T1.  The part was purchased from a Mercury dealer, The Boat House in Cape Coral, Florida.  Brad’s Marine sent Mercury the failed u-joint assembly and cross caps for inspection.  The mechanic feels the snap ring groove edge is rounded and won’t retain the snap ring correctly.  Inspection revealed there is a chamfer going into the groove, but there is a flat edge for the snap ring to seat against.  No defect in material or workmanship was found.  Based on feedback from Brad’s Marine, the prescribed tool was not used to properly align the end caps; thus causing the failure.  The gimbal housing was damaged and the casting is broken where the bellows seal.  The gimbal housing requires replacement. Mr. [redacted] was not receptive to the results of our findings.  Thank you.

To Whom it may concern:Thank you for contacting our office regarding Mr.
[redacted]'s 3.5-horsepower 4-stroke engine. We appreciate this opportunity to
respond.We sincerely apologize for any
inconvenience Mr. [redacted] has experienced due to the engine problems described
in his letter. As a world...

leader in the production of marine propulsion units,
we realize that a great deal of our success is built on the customer
satisfaction of our products.We have reviewed the service history on the engine
documented with Mercury Marine under the engine serial number. Our records
indicate that [redacted] has inspected the customer's engine multiple
times, along with the Mercury field rep, in each instance no defects in the
engine were found, and the engine ran to specification. Furthermore, our
records indicate that Mr. [redacted] has since took delivery of his engine from the
dealer. If Mr. [redacted] experiences further problems with the motor, we recommend
he presents it to his local authorized dealership for inspection.We again apologize for any inconvenience this issue
has caused Mr. [redacted], however, at this time we respectfully decline to replace
his engine, as it is running as designed. We hope to receive his understanding
regarding our warranty limitations.Sincerely,Outboard Customer ServiceMercury MarineReference [redacted]

The Revdex.com letter was addressed 6/14/16 and since then, Mr. [redacted] and Mercury Marine have come to an agreement.  Mercury Marine will supply a longblock replacement at a discounted price.  Mr. [redacted] was agreeable to this solution.Mercury Marine considers this issue resolved. We hope this...

information is helpful.  Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:30am and 4:30pm Monday through Friday, Central Standard Time. Best regards,[redacted]MerCruiser Customer ServiceReference # [redacted]This email address is not monitored for replies.*Please do not reply to this email. In order to assure a timely and accurate response, please use the "Contact Us" link on www.mercurymarine.com.

Tell us why here... [redacted]:  Warranty is offered to the registered owner through Mercury Marine at the time of purchase.  This outboard was put in use on 04/28/2009 and the warranty expired on 04/28/2012.  The Mercury factory warranty that covers failures due to defects and poor workmanship only applied for a set amount of time and is not affected by engine hours.   Unfortunately, given the age of the product and the time out of warranty, Mercury will not be able to offer financial assistance with the cost of the engine repair. We sincerely hope to receive your understanding regarding the provisions of our warranty.  Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:30 a.m. and 4:30 p.m., Monday through Friday, central standard time. Best regards, Mercury Outboard Customer Assistance2015-181519

Mercury had a brief conversation with Patrick E [redacted], the current owner of the above 2002 engine, on December 2, 2016.  An unauthorized Mercury dealer, Brad’s Marine, rebuilt a u-joint assembly that required bearing cross part number 75832T1.  The part was purchased from a Mercury...

dealer, The Boat House in Cape Coral, Florida.  Brad’s Marine sent Mercury the failed u-joint assembly and cross caps for inspection.  The mechanic feels the snap ring groove edge is rounded and won’t retain the snap ring correctly.  Inspection revealed there is a chamfer going into the groove, but there is a flat edge for the snap ring to seat against.  No defect in material or workmanship was found.  Based on feedback from Brad’s Marine, the prescribed tool was not used to properly align the end caps; thus causing the failure.  The gimbal housing was damaged and the casting is broken where the bellows seal.  The gimbal housing requires replacement. Mr. [redacted] was not receptive to the results of our findings.  Thank you.

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
After picking up the boat on Friday july2 from Dan o s marine I took boat out and tried it. It ran fine Saturday , Sunday , and Monday.   I took it out Tuesday July 5th the boat started and ran fine . I decided to put into TR troll mode and trolled plugs for less than 10 mns and then the alarm code 221 and 220 alarmed  like it has been. So I throted up and headed twords dock and with I. 50 yards the motor died once Again!!!!   The computer  will show hard error code like it has been since I bought this rig .  I am fed up with this and now here we are again with myself with an investment that has seen more shop time than water time!!! I have yet to burn. Full tank of gas outta this boat over a weekend or week with out sing issues.  Hence this is the reason I am requesting a new motor!!   I have contacted the same shop Dan o s marine about this ongoing problem!!! So Mercury can call them and discuss why I  have to be a damb guinne pig for this POS!! Obviously there is a reason I would like a new motor !! All you people out there reading all this blog --- would you keep your cool with your new car or truck that dies on you every other day and leaves you stranded and hopeless wondering why the motor company would be so happy to provide you with such an unworthy product!!!  
Regards,
Jeremy [redacted]

Revdex.com:
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 respondent at Mercury Marine continues to mention that the motor in question was not under warranty. I am well aware of that fact, and that has never been my concern. My concern is that the motor had a defect that caused it to fail despite having only 116 hours of use. The respondent at Mercury has still failed to address my 2 main concerns: 1: A Mercury Verado motor with only 116 hours of use had a catastrophic failure related to a defect in its manufacturing, and I would like a response as to why this motor failed and why they feel that they should not be accountable for that failure.  2: I would like my concerns to be relayed to the manager or supervisor of the person who is responding to these emails, and I would like that manager or supervisor to respond to my concerns.
Regards,
[redacted]

Tell us why here... [redacted]: The engine powerhead did not fail while under warranty.  The warranty on the outboard, serial number 1B552407, expired on 04/28/2012. This Verado outboard was purchased used and is still registered through Mercury Marine with the original owner, not Mr....

[redacted].  Considering the age of this engine and the time out of warranty, obtaining assistance from Mercury for this repair has been rejected.  This has been explained to the customer multiple times yesterday.  The customer may choose to contact an authorized Mercury dealership for service to this engine; however Mercury will be unable to provide assistance with the cost of his repair. If the customer needs assistance with locating an authorized Mercury dealer, please select the following link: http://www.mercurymarine.com/find-a-dealer/ Should you have any other questions or concerns, please feel free to contact our office at ###-###-#### between the hours of 7:30 a.m. and 4:30 p.m., Monday through Friday, central standard time. Best regards, Mercury Outboard Customer Assistance2015-181118

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]After talking with the dealer working on my boat, my insurance company, and [redacted], all parties said it should be a warranty issue. Mercury Marine continued to give me excuses as to why it should not be under warranty. I read throught multiple Mercury forums to find that Mercury rarely stands behind their warranty, and wanting to be able to actually use my boat this summer I decided to accept their offer at a block at their cost. I was told by their rep that the longest the freight would take was 4 days and which would put my block at the dealer no later than June 24th. The Dealer said that they would be able to get the new block installed and ready by June 29th. I made sure that all communication was done in order to have the block shipped the same day and was told by Mercurys rep that the block had indeed shipped that day and would arrive in 4 days. After confirming everything with both Mercury and the Dealer I took in good faith that everything would be completed by the 29th. We planned our annual trip to Lake Powell including the purchase of slips, Hotels, and Airfare for our family memebers. Monday afternoon knowing that we had a large trip planned around the boat, the Dealer called us to let us know that the block has still not shown up. I called Mercury to be informed that the block is in Nevada and will not arrive until Thursday which is more than double the maximum freight time that I was qouted by Mercury. Not only do I feel pressured into spending money on a brand new block to replace one that had less 50 hours on it, showing symptoms of water ingress which reading other reviews and talking to marine mechanics has been caused on other motors by faulty Exhaust manifold issues on these motors, because I don't feel Mercury will stand by their warranty even if they knew they were at fault. This is judgeing from reported past experience of other Mercury Owners. I would have been consigned to the fact that I was out over $5,000 in this debacle just to be able to actually use my boat over this coming holiday. Now not only am I out the money to repair the boat, I also now have to decide if I am going to cancel my trip and loose all my deposits, or if I am going to pay even more money to rent a boat for this trip due to Mercurys continued deception and negligence. I will say to prevent further blame passed away from Mercury that I am a regional service rep for a global company working in the transportation sector. I LTL components across the country. Shipping from our plant in Pamona California to [redacted] takes 5 days. I could accept the load being delivered monday, maybe Tuesday if their were extenuating circumstances, but 10 days is longer than anything we frieght and our components are generally twice the size of an engine block. We use the same LTL and other frieght networks that other manufacturers do.Never in all my experience with new vehicle warranties have I ever been pushed around and coerced by any manufactuer like my experience with Mercury. From not following through with scheduled appointments, ignoring the fact that there is ample information showing that there is an issue with these blocks and water ingress from faulty exhaust manifolds, multiple examples of them denying warranty to owners in the mercury forums which all but forces me to take whatever they have to offer. Even after giving up and taking their offer they still fall through with what they agreed upon. I bought a new boat in an effort to not have these issues. I might as well have bought a used boat and not have the payment. At this time I am out money for the block plus install. I am out money for the trip planned, or I am out money to rent a boat to cover this trip. I am out the payments for the last 3 months for a boat that I cannot use. This issue has been ongoing since memorial day weekend. The engine was torn down at the request of Mercury before any pressure tests and standard diagnostics were done. This issue has been mismanaged by Mercury since day one, and I am the one footing the bill. Everytime I give in, and hope to have this issue put in the past, another issue surfaces. I feel I continue to give to Mercury in good faith, and they continually put me off and cause more problems.At this point I don't know what to do or what my options are. Even being resigned to the fact that I am having to pay for a block at cost, and to have it installed, I do not think that this issue has been handled in a professional way. I have been driving the communication between Mercury and the Dealer, and the only contact initiated by Mercury was to confirm the delivery date that they failed to achieve. Mercury needs to do something more to make up for their continued failures.
Regards,
Joshua [redacted]

ID # I [redacted]RE: Mercury 9.9-horsepower EngineSerial # [redacted]Dear Ms. [redacted],Thank you for a llowing Mercury Marine this opportunity to respond to the claim submitted by Ms. Susan[redacted] to the Revdex.com of Wisconsin.First and foremost, we hope Ms. [redacted] will accept our...

apology for any inconvenience she hasexperienced due to the repair of this engine.Our records indicate this engine was purchased on April 14, 2003 with a 5-year factory warranty whichexpired April 14,2008. Ms. [redacted] is not the regi stered owner of this engine.On July 6, 20 I 6, Ms. [redacted] telep honed our Customer Service department requesting assistance for afailure in which the reverse gear was ground into the propeller shaft. At the time of that phone ca ll, weadvised Ms. [redacted] we would be unable to assist wi th this repair. A failure of this nature occurs one oftwo ways: the engine is left in the water when the larger engine is funning, or th e engine is in neutral gearwhen being trailered, resulting in ·windmilling'. Given the fac t that neither of these failure causes arerelated to a defect in manufacturing, Mercury Marine respectfully dec lines to provide financial assistancewi th the repair of this engine.Should you need further assistance, please contact me at ###-###-#### between the hours of 7:30 a.m.and 4:30 p.m., Monday through Friday, Central Time.[redacted]Outboard Customer ServiceMercury MarineRef. #: [redacted]
[redacted]###-###-####

We Sincerely apologize for an inconvenience Mr. [redacted] has experienced due to the engine issues described in his correspondence. On June 15 [redacted] in [redacted], South Dakota contacted our Technical Service Department to discuss Mr. [redacted]'s engine. After discussions with the dealer, we authorized the installation of a fuel vent kit to eliminate the stalling out issue described by [redacted] in his correspondence. This fuel vent was ordered by the dealership, and should be arriving shortly for immediate installation. Based on the information provided by the dealership, and after review by our technicians, we are confident that the installation of this vent kit will resolveMr. [redacted]'s issue. Per the terms of the factory warranty Mercury Marine reserves the right to repair the engine, rather than replace it complete. At this time, we feel this vent kit will resolve the issue and respectfully decline to replace the entire motor.We again apologize for any inconvenience this issue has caused Mr. [redacted].

Revdex.com:
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.
Re: Complaint to Wisconsin Revdex.com against Mercury MarineThe business in question, Mercury Marine, has perseverated on the fact that the warranty is no longer in effect on the motor in question. My complaint was never about the status of the warranty. My complaint is that a motor with 116 hours of use had a catastrophic failure of the power head, which should not happen on a motor with very little use. My concern is that the motor in question was defective at the time it was originally made, which caused it to have premature and significant issues with its function. I have discussed this issue with the certified Mercury mechanics who diagnosed the motor, and they agree that this is a defect in the manufacturing and/or quality of the product.I also requested from Mercury Marine that my complaint be sent to a higher level (i.e., the supervisor of the person who I contacted with my original complaint). The person I spoke with refused to connect me to her boss or to anyone else with whom I could address the issue. I would like to have my complaint sent to someone at a higher level within the company, and I would like a response from that person as to why this motor, with very little use, had a significant defect that will cause it to require a new power head.
Regards,
[redacted]