Hewitt Lifts & Roll-A-Dock

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ On our website, we have a dealer locator that our customers can enter their zip code to find their closest dealerInstead, this customer bought this lift from another dealer and hauled it miles awayThe local dealer (he should have bought from) was Bay Lake Marine in Deerwood, Customer contacted Bay Lake Marine about replacing the winch chainsBay Lake Marine explained to Mr [redacted] , that they would not come to his location to fix it, as they were just too busy taking care of customers that were buying from themBay Lake Marine did offer to fix the winch, even tho purchased elsewhere) if Mr [redacted] would bring it by their store (approx, weight is 38lbs) Mr [redacted] then contact us Hewitt" about the repair and we offered to repair the winch if he stopped by our Manufacture facility located in Nicollet MNWe also offered to send the parts by UPS red and at no charge and would include a video on how to do the repair, Mr [redacted] did not want to do any of the workWe even offered to pay him so he could find someone local to do the repair, The repair is two chains and is very similar to replacing a chain on a bicycle, I explained to him that if a car has a factory recall the customer needs to bring it to a local dealership, General Motors doesn't send someone out to fix a carCustomer just doesn't want to do anythingIm not sure just what else we could do Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are so many problems with this responseCustomer service is so important, and they have failed at thisFirst, they mention that we bought the lift from the wrong dealer! I purchased the lift from people that I know very well here in my local area at a winter show! Hewitt should definitely tell their dealers to ONLY deal locally and NOT to sell to people a relatively short distance awayIt was not easy for us to haul this to our cabin, but we wanted to buy from these people that we knew Second, unbelievably he compares our situation to a car dealershipA car dealership would never ask an unqualified service person to FIX his own car that had a recalled device or part! The boat lift is IN THE LAKEWe would have to pay hundreds to get the lift outI looked online on how to remove the winch, but apparently, this is a specialized process If I purchased a car from a Ford dealer in Minneapolis but needed it fixed in Mankato, those dealerships would fix itThe same is true if I purchased an appliance that needed to be fixed IN MY HOMEThe local dealership that sells those appliances makes the service call and would be reimbursed by the manufacturerThis is law, I believe We paid $5,038.78--not including tax, for this lift one year ago, in March of 2014, that has a DEFECTIVE chain as Hewitt has told us about, is dangerous if operated, and we cannot get it fixed Hewitt, as the manufacturer, needs to make sure that this problem is resolvedImagine their liability if someone was injured with this defective chain that they used in the manufacture of this boat lift, especially if they refused to fix this problem in the way that a manufacturer should make sure it is fixed Again, we are dealing with a recalled item with a lift that needs to be serviced on site (like an appliance) that the manufacturer takes no responsiblity for fixing--nor does it require its dealers to be sure the problem is addressed We need help with this problemThank you [redacted] Final Business Response / [redacted] (4000, 21, 2015/08/10) */ We have you tube videos showing how the change the top and bottom chain or we can mail you a DVD You can drop winch off at a Hewitt dealer or the manufacture to have the chains changed at no charge, Or we can send both chains to you along with a video and check for $to cover your time or if you hire someone to do it, Let us know THANK YOU Final Consumer Response / [redacted] (3000, 23, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) PLEASE --- we are not capable of fixing this! WE do not want to hire some yokiel to fix it!

I am rejecting this response because: This was after I ordered the key and had previous discussions with whoever the employee when I first contacted the companyOn June 28th Mr Hewitt emailed me saying and I quoteOne of the guys thinks he heard from a dealer one time, that key was used on the black boxes and key was used on grey boxes. I then sent Mr Hewitt a photo of my box which is clearly brownThey didn't have the key, I sent the key back personally to Mr Hewitt and want my full refund

Initial Business Response /* (1000, 5, 2015/06/15) */
On our website, we have a dealer locator that our customers can enter their zip code to find their closest dealer. Instead, this customer bought this lift from another dealer and hauled it 150 miles away. The local dealer (he should have...

bought from) was Bay Lake Marine in Deerwood, Customer contacted Bay Lake Marine about replacing the winch chains. Bay Lake Marine explained to Mr. [redacted], that they would not come to his location to fix it, as they were just too busy taking care of customers that were buying from them. Bay Lake Marine did offer to fix the winch, even tho purchased elsewhere) if Mr. [redacted] would bring it by their store (approx, weight is 38lbs) Mr. [redacted] then contact us Hewitt" about the repair and we offered to repair the winch if he stopped by our Manufacture facility located in Nicollet MN. We also offered to send the parts by UPS red and at no charge and would include a video on how to do the repair, Mr. [redacted] did not want to do any of the work. We even offered to pay him 120 so he could find someone local to do the repair, The repair is two chains and is very similar to replacing a chain on a bicycle, I explained to him that if a car has a factory recall the customer needs to bring it to a local dealership, General Motors doesn't send someone out to fix a car. Customer just doesn't want to do anything. Im not sure just what else we could do.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are so many problems with this response. Customer service is so important, and they have failed at this. First, they mention that we bought the lift from the wrong dealer! I purchased the lift from people that I know very well here in my local area at a winter show! Hewitt should definitely tell their dealers to ONLY deal locally and NOT to sell to people a relatively short distance away. It was not easy for us to haul this to our cabin, but we wanted to buy from these people that we knew.
Second, unbelievably he compares our situation to a car dealership. A car dealership would never ask an unqualified service person to FIX his own car that had a recalled device or part! The boat lift is IN THE LAKE. We would have to pay hundreds to get the lift out. I looked online on how to remove the winch, but apparently, this is a specialized process.
If I purchased a car from a Ford dealer in Minneapolis but needed it fixed in Mankato, those dealerships would fix it. The same is true if I purchased an appliance that needed to be fixed IN MY HOME. The local dealership that sells those appliances makes the service call and would be reimbursed by the manufacturer. This is law, I believe.
We paid $5,038.78--not including tax, for this lift one year ago, in March of 2014, that has a DEFECTIVE chain as Hewitt has told us about, is dangerous if operated, and we cannot get it fixed.
Hewitt, as the manufacturer, needs to make sure that this problem is resolved. Imagine their liability if someone was injured with this defective chain that they used in the manufacture of this boat lift, especially if they refused to fix this problem in the way that a manufacturer should make sure it is fixed.
Again, we are dealing with a recalled item with a lift that needs to be serviced on site (like an appliance) that the manufacturer takes no responsiblity for fixing--nor does it require its dealers to be sure the problem is addressed.
We need help with this problem. Thank you.
[redacted]
Final Business Response /* (4000, 21, 2015/08/10) */
We have you tube videos showing how the change the top and bottom chain or we can mail you a DVD.
You can drop winch off at a Hewitt dealer or the manufacture to have the chains changed at no charge, Or we can send both chains to you along with a video and check for $120 to cover your time or if you hire someone to do it, Let us know THANK YOU
Final Consumer Response /* (3000, 23, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PLEASE --- we are not capable of fixing this! WE do not want to hire some yokiel to fix it!

I told Mr Mr. [redacted] that the company that made and sold his motor went bankrupt in 2008. The only way to tell what key he needed was by the number or letter on the key, which he no longer had,  I told Mr. [redacted] to buy key number 1 and 2 and one of them for surely would fit as the shape...

didn't matter. He did not want to buy two keys and choose to make a guess against what I recommend and it was the wrong guess. Our website and packing says you need an authorized return number for all returns. Mr.[redacted] just sent a package by mail with No return number or with a carrier that does not have any tracking for the package he sent. [redacted] Hewitt