I had an employee working on it and quit and took a while to find paper work and according to his work had been filed talk to usps and refiled paperwork and they should send paperwork and check to the customer
Initial Business Response /* (1000, 8, 2015/08/06) */
[redacted] Hard copy attached [redacted]
This is in response to [redacted] complaint.
Mr. [redacted] brought his motor into our company on May 27". Mr. [redacted] told our service writer that the engine slowly overheats, that the engine shuts down and was...
backfiring. At the time Mr. [redacted] dropped the boat off, there was no motor cover, or hatch cover,
Supreme Marine's technician, (who has more than thirty years' experience), began working on this motor. He changed out the water pump impeller and the water pump. He then tried to start the motor to diagnose what was wrong with the shutdown and backfiring issue. The motor still would not turn over, so he then removed the spark plugs and found that all of the cylinders were full of water. The motor was hydro-locked (meaning that the motor needs to compress gas in order to turn over or start, it cannot compress water).
After pulling the motor out and apart, the technician asked him Mr. [redacted] if he had sunk the boat because this kind of damage does not occur from a motor that slowly overheats, or shuts down and backfires. Mr. [redacted] finally admitted to the technician that the motor had been sitting for two weeks before bringing it in, knowing that it would not turn over, and that it had locked up on him. This was not stated at the time Mr. [redacted] provided information to the service writer on the initial work order. This motor had major problems which were not disclosed at the time Mr. [redacted] dropped it off for repair.
After getting Mr. [redacted]' approval to have the motor checked out, it was sent over to our engine rebuilder. Approximately one week went by and the motor was returned to Supreme Marine. The engine rebuilder said that the motor was not worth fixing because of water and rust damage. After much discussion, Mr. [redacted] agreed on a price to have the engine fixed. When the engine was sent back to the engine rebuilder, they boiled it out and found it to be cracked through the valley next to the lifter structure of the block. This would indicate that the block had been frozen, and also that Mr. [redacted] possibly has a cracked intake manifold and exhaust manifolds. Mr. [redacted] and a friend said they checked out the exhaust manifolds themselves and told Supreme that they were good to go and just fine. Supreme Marine relied on this customer's word, and did not check these.
When the motor came back from the engine rebuilder, it was unloaded from their truck onto a pallet. Knowing the block was not repairable, it was left outside. Shortly after, Mr. [redacted], and an acquaintance, came to Supreme Marine, saw the motor outside and blamed the rust and condition of the motor on Supreme Marine. The damage had already occurred long before this boat ever came to Supreme Marine.
Mr. [redacted] then agreed to get a re-manufactured long block from the engine rebuilder. The engine rebuilder completed the re-manufacturing of the block. Mr. [redacted] then contacted them stating he did not want their cylinder heads, that he would supply his own. So the rebuilder offered him a reduced price on the cylinder heads that were already on the re-manufactured block. Mr. [redacted] turned down the offer because he wanted to use his own cylinder heads.
In turning down the cylinder heads already provided, Mr. [redacted] was looking at more labor costs to have Supreme Marine remove them and reinstall his, to reset the valves, as well as additional cost for the waste of already Installed, and then replacement of the head gaskets.
When Supreme Marine's technician installed Mr. [redacted]' cylinder heads, he noticed they both had an open port which indicated that these heads were not marine heads, but possibly from a car or truck. Marine heads do not have that port. It also means the technician had to find additional plugs for sensor ports.
Supreme's technician completed the job with the parts that were supplied to him by the engine rebuilder, and Mr. [redacted]. He then test-ran the motor on the trailer, on the hose, and everything tested good. Mr. [redacted] then took delivery of the boat, but brought it back. At that point Mr. [redacted] was refunded $3500. He then left the boat at Supreme for further diagnosis.
The technician ran the motor on the hose, and could not find anything wrong. He then took the boat down to the river and tested it on the water. After about five minutes it started losing power, then died, stranding him on the river. Another employee went down with a towboat and also brought an ignition coil with. The ignition coil did not cure the problem so it was brought back to the service shop.
The technician then did more testing and found the distributor had a bad pickup coil internally, which would heat up and then start failing. He replaced the pickup coil and the problem went away. It was river-tested again and ran good.
Now, we find that Mr. [redacted] has another problem but he refuses to bring the boat back. Our technician cannot deny nor confirm that there is water in his oil, because he refuses to bring it back and we have no way of knowing if this is true or not.
Mr. [redacted] talked to Mr. [redacted] if this is Supreme's fault we would fix it as fast as possible. Mr. [redacted] wanted a guaranteed date and all of his money back. At that point Mr. [redacted] told him no, that we warrantied all work performed by us, and to bring it back so we could make things right. Supreme Marine values each and every customer, and we have bent over backwards to accommodate Mr. [redacted] demands in many ways.
Supreme Marine will stand behind it's work if the problem is ours, but we have no way of knowing if there is a problem with something we did, or if it is something Mr. [redacted] did by checking his own manifolds and cylinder heads and claiming they were good, but now refusing to bring the boat back, claiming there's another problem. We can't diagnose the problem if he doesn't return it to us.
At this time both Supreme Marine, and the engine rebuilder, have lost money working on this job because of the many hours of labor spent on it, plus the additional parts that were required.
Mr. [redacted] then picked up his boat on July 17" and paid $3861 which included all the extra work that had been done. At that time he complained about the extra $361. Mr. [redacted] was given a copy of the work order which contained itemized lines of the parts and labor, so his claim that he did not receive this is false.
Mr. [redacted] also claims he was not given an answer as to how water got into the engine. This is not true. We told him that it was found rusted when the engine rebuilder took it apart to work on it. It is our professional opinion that it was either ok, or not winterized properly. This was clearly conveyed to Mr. [redacted].
[redacted]
Supreme Marine, Inc. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.This is a good way to proceed the issue, but I am not satisfied until I get the money.regards[redacted]
I had an employee working on it and quit and took a while to find paper work and according to his work had been filed talk to usps and refiled paperwork and they should send paperwork and check to the customer
Initial Business Response /* (1000, 8, 2015/08/06) */
[redacted] Hard copy attached [redacted]
This is in response to [redacted] complaint.
Mr. [redacted] brought his motor into our company on May 27". Mr. [redacted] told our service writer that the engine slowly overheats, that the engine shuts down and was...
backfiring. At the time Mr. [redacted] dropped the boat off, there was no motor cover, or hatch cover,
Supreme Marine's technician, (who has more than thirty years' experience), began working on this motor. He changed out the water pump impeller and the water pump. He then tried to start the motor to diagnose what was wrong with the shutdown and backfiring issue. The motor still would not turn over, so he then removed the spark plugs and found that all of the cylinders were full of water. The motor was hydro-locked (meaning that the motor needs to compress gas in order to turn over or start, it cannot compress water).
After pulling the motor out and apart, the technician asked him Mr. [redacted] if he had sunk the boat because this kind of damage does not occur from a motor that slowly overheats, or shuts down and backfires. Mr. [redacted] finally admitted to the technician that the motor had been sitting for two weeks before bringing it in, knowing that it would not turn over, and that it had locked up on him. This was not stated at the time Mr. [redacted] provided information to the service writer on the initial work order. This motor had major problems which were not disclosed at the time Mr. [redacted] dropped it off for repair.
After getting Mr. [redacted]' approval to have the motor checked out, it was sent over to our engine rebuilder. Approximately one week went by and the motor was returned to Supreme Marine. The engine rebuilder said that the motor was not worth fixing because of water and rust damage. After much discussion, Mr. [redacted] agreed on a price to have the engine fixed. When the engine was sent back to the engine rebuilder, they boiled it out and found it to be cracked through the valley next to the lifter structure of the block. This would indicate that the block had been frozen, and also that Mr. [redacted] possibly has a cracked intake manifold and exhaust manifolds. Mr. [redacted] and a friend said they checked out the exhaust manifolds themselves and told Supreme that they were good to go and just fine. Supreme Marine relied on this customer's word, and did not check these.
When the motor came back from the engine rebuilder, it was unloaded from their truck onto a pallet. Knowing the block was not repairable, it was left outside. Shortly after, Mr. [redacted], and an acquaintance, came to Supreme Marine, saw the motor outside and blamed the rust and condition of the motor on Supreme Marine. The damage had already occurred long before this boat ever came to Supreme Marine.
Mr. [redacted] then agreed to get a re-manufactured long block from the engine rebuilder. The engine rebuilder completed the re-manufacturing of the block. Mr. [redacted] then contacted them stating he did not want their cylinder heads, that he would supply his own. So the rebuilder offered him a reduced price on the cylinder heads that were already on the re-manufactured block. Mr. [redacted] turned down the offer because he wanted to use his own cylinder heads.
In turning down the cylinder heads already provided, Mr. [redacted] was looking at more labor costs to have Supreme Marine remove them and reinstall his, to reset the valves, as well as additional cost for the waste of already Installed, and then replacement of the head gaskets.
When Supreme Marine's technician installed Mr. [redacted]' cylinder heads, he noticed they both had an open port which indicated that these heads were not marine heads, but possibly from a car or truck. Marine heads do not have that port. It also means the technician had to find additional plugs for sensor ports.
Supreme's technician completed the job with the parts that were supplied to him by the engine rebuilder, and Mr. [redacted]. He then test-ran the motor on the trailer, on the hose, and everything tested good. Mr. [redacted] then took delivery of the boat, but brought it back. At that point Mr. [redacted] was refunded $3500. He then left the boat at Supreme for further diagnosis.
The technician ran the motor on the hose, and could not find anything wrong. He then took the boat down to the river and tested it on the water. After about five minutes it started losing power, then died, stranding him on the river. Another employee went down with a towboat and also brought an ignition coil with. The ignition coil did not cure the problem so it was brought back to the service shop.
The technician then did more testing and found the distributor had a bad pickup coil internally, which would heat up and then start failing. He replaced the pickup coil and the problem went away. It was river-tested again and ran good.
Now, we find that Mr. [redacted] has another problem but he refuses to bring the boat back. Our technician cannot deny nor confirm that there is water in his oil, because he refuses to bring it back and we have no way of knowing if this is true or not.
Mr. [redacted] talked to Mr. [redacted] if this is Supreme's fault we would fix it as fast as possible. Mr. [redacted] wanted a guaranteed date and all of his money back. At that point Mr. [redacted] told him no, that we warrantied all work performed by us, and to bring it back so we could make things right. Supreme Marine values each and every customer, and we have bent over backwards to accommodate Mr. [redacted] demands in many ways.
Supreme Marine will stand behind it's work if the problem is ours, but we have no way of knowing if there is a problem with something we did, or if it is something Mr. [redacted] did by checking his own manifolds and cylinder heads and claiming they were good, but now refusing to bring the boat back, claiming there's another problem. We can't diagnose the problem if he doesn't return it to us.
At this time both Supreme Marine, and the engine rebuilder, have lost money working on this job because of the many hours of labor spent on it, plus the additional parts that were required.
Mr. [redacted] then picked up his boat on July 17" and paid $3861 which included all the extra work that had been done. At that time he complained about the extra $361. Mr. [redacted] was given a copy of the work order which contained itemized lines of the parts and labor, so his claim that he did not receive this is false.
Mr. [redacted] also claims he was not given an answer as to how water got into the engine. This is not true. We told him that it was found rusted when the engine rebuilder took it apart to work on it. It is our professional opinion that it was either ok, or not winterized properly. This was clearly conveyed to Mr. [redacted].
[redacted]
Supreme Marine, Inc. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.This is a good way to proceed the issue, but I am not satisfied until I get the money.regards[redacted]