Lake Anna Marina

Very unhappy with the service department We have had our pontoon boat in there for the same issue three times, and they still have not fixed it Their inability to properly diagnose the problem has caused us to be stranded in the middle of the lake several times We have also had many weekends at the lake with guests ruined, as we could not take our guests out on the water We have been charged twice, and yet I am still unable to use my boat reliably for the past year The boat was purchased at this marina Based on the service after the sale, I would not buy another boat from them, nor would I bring another boat to them for service At this point I have no choice but to see this repair through For the past couple of weeks nobody was answering their phone Yesterday they answered the phone, but nobody from service was in I am very disappointed with this business

The business called and said that there is no $90 mystery fee it is just the remaining about after the 400 dollars.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID 9967090, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.
Since Lake Anna Marina now claims that I have $90.89 more in parts than I paid for, and even though my motor is still not running, here are the details that Lake Anna Marina left out.
When I paid for the "unrepaired" motor on December 11, 2013, that Lake Anna Marina called and deemed repaired, before I got there.  Before I left that day, [redacted] told me that they would fix the motor and it would, "cost me nothing else".  I guess [redacted] doesn't have the authority to tell anyone this.
I paid: $12.28 for two spark plugs, $318.45 for a "rebuilt carburetor" ([redacted] said it was rebuilt), $4.20 for a gasket, $76.17 for a fuel pump, on December 11, 2013.  This totals $411.13 for the parts they said they installed.  The remainder of the "mystery parts" total $90.89.
I do not want to keep their new parts, because they still have left my motor unrepaired.
I propose that they make the 100 mile round trip to "my residence", this time. Bring all the parts that they removed from my motor.  Take "all" the parts off that they put on my motor, including the "mystery" parts, and reinstall all the original parts they removed from mine.  Give me the $11.13 difference.
Then they can head on back to Lake Anna Marina and bask in the glory of their "40 years" customer service.
By the way, good customer service companies do not allow their staff to reimburse customers "out of their pockets". 
Regards,
[redacted]

The Revdex.com spoke with the business. They have reached out to the customer, asked him to bring the boat back, and the work has been completed at no charge to the customer.

The Revdex.com spoke with the owner and was told that the original estimate was for $4,000 to use a junk yard motor. The customer did not want to spend a lot of money of this so they tried to use the most inexpensive part they could. Once the part was found, ordered, and shipped the service was...

scheduled. It was the correct mode number but it did not fit the mounts. Another engine needed to be found and the business suggested a rebuild part, which carries a one year warranty but was more expensive. The customer did not feel he should have to pay more than the original estimate, and the business tried to explain that was for the cheaper part but since the rebuild it more expensive the bill the bill would be higher. The business is still actively trying to find a solution to this issue in a way that will work out for the customer but also for the business.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it...

before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]Lake Anna Marina contained us today and it's 95% complete.  We have not gone and checked on it because we'll have to put it in the water to see if it's been fixed.  So we will let you know next week one way or other.  Thank you for your assistance in helping us.
[redacted]

In response to complaint (ID#[redacted]):
Over the 40 years that we have been in business, we strive to give our customers complete satisfaction. On this complaint there are some details that are missing. This customer was reimbursed $400 for all labor and many of the parts and now has $505.12 in new parts on his engine for a total of $905.12. He is correct that he has only paid $302.44 for his new parts.
[redacted]

Very unhappy with the service department. We have had our pontoon boat in there for the same issue three times, and they still have not fixed it. Their inability to properly diagnose the problem has caused us to be stranded in the middle of the lake several times. We have also had many weekends at the lake with guests ruined, as we could not take our guests out on the water. We have been charged twice, and yet I am still unable to use my boat reliably for the past year. The boat was purchased at this marina. Based on the service after the sale, I would not buy another boat from them, nor would I bring another boat to them for service. At this point I have no choice but to see this repair through. For the past couple of weeks nobody was answering their phone. Yesterday they answered the phone, but nobody from service was in. I am very disappointed with this business.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I am no longer medically fit to continue this complaint due to kidney cancer/major surgery.  I will leave this complaint as is and do not agree that I was treated fairly by this business
This will be my last comments/action concerning this complaint.
Regards,
[redacted]

Very unhappy with the service department. We have had our pontoon boat in there for the same issue three times, and they still have not fixed it. Their inability to properly diagnose the problem has caused us to be stranded in the middle of the lake several times. We have also had many weekends at the lake with guests ruined, as we could not take our guests out on the water. We have been charged twice, and yet I am still unable to use my boat reliably for the past year. The boat was purchased at this marina. Based on the service after the sale, I would not buy another boat from them, nor would I bring another boat to them for service. At this point I have no choice but to see this repair through. For the past couple of weeks nobody was answering their phone. Yesterday they answered the phone, but nobody from service was in. I am very disappointed with this business.

Review: We took our boat to Lake Anna Marina to correct a problem that had been going on for several months which they supposedly fixed. In October 2013, we notified them we wanted the problem fixed, winterized, and shrink wrapped. In April 2014 they called and said the charges would be over $1600.00. I didn't think we should be paid for the previous supposedly repairs. Then in May they called and said our boat was full of water. I told him didn't you take the plug out to drain it and how did it get water in it if it was shrink wrapped. Their rep said the weather knocked a whole in the wrap, and they were not responsible for the weather. I told them if it was under their possession, on their property, the responsibility laid with them. How can rain knock a hole in it. To get the boat we had to pay the $1626.09. We took the boat home and the next morning it was leaking. I took it back to the marina and he said he would have to write up a ticket on it and I told him I wasn't going to pay for any repairs since they were supposed to have repaired it. He said then it wouldn't get fixed, because none of the work was under warranty. So I took it to another marina to see what would it take to fix it. They charged us $100.00 to look at it. They said the water tube had a crack or was crushed evidently when it was installed. To take it apart and fix, the cost would be between $600-900.00.

we called Lake Anna marina to ask why none of the work they do was under warranty. The [redacted] (a lady) said she was too busy to talk to me and she'd call me back on Wednesday June 8th. Haven't heard from her. I also wrote her a letter telling her the problems and asked why none of it was under warranty. Evidently when water got in it, it ruined the starter and power steering. This has ruined our boat and we have no boat to use for the summer. No response from the marina. We even had to suck water out of the bench seats when we got home. All seats, carpet etc. were soaked.Desired Settlement: Refund all the money we have had to put out plus the cost of power steering and a new starter, plus all the "stuff" that was in the bench seats and a new radio. The face on the radio was gone and you cannot use the radio without a face cover. The boat will not start. We think the starter and power steering got water in them and this has caused complications.

Business

Response:

The Revdex.com spoke with the business. They have reached out to the customer, asked him to bring the boat back, and the work has been completed at no charge to the customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Lake Anna Marina contained us today and it's 95% complete. We have not gone and checked on it because we'll have to put it in the water to see if it's been fixed. So we will let you know next week one way or other. Thank you for your assistance in helping us.

Review: I called Lake Anna Marina in early 10/2013 because they are listed as a [redacted] Service Center on the [redacted] internet site. I spoke with "[redacted]" who indicated they could repair my 15HP [redacted] outboard motor. I delivered it to them approximately 10/9. "[redacted]" quoted what they charge an hour for repairs. I left it and he called me the following Saturday and said the carburetor was rusted out and needed replacement. He said he believed that was the problem. He said the total cost would be somewhere in the $500-$550 range with the labor. The next time I heard from the Marina was 12/6. They said it was repaired and running. I arranged pickup on 12/11. I arrived on that date and indicated I wanted to test the motor on the Lake. While the trailer was being loaded on the tractor to go to the launch, they asked me to pay them the $702.44 at that point and like a dummy I did. I noticed on the invoice that they not only changed the carburetor but replaced a fuel pump and spark plugs, of which I didn't get called prior to these being ordered. On 12/6/2013 they could not crank the motor after about 30-45 minutes of pulling the starter cord, original problem. They said at that point that there was another problem and they would have to order another part and "[redacted]" said to leave it and it would be ready "After Christmas". I called in mid January and was told that they were having issues getting the part. I called again in early February and was told that they just received the part "yesterday". I called again in late February and was told that they may have to order another carburetor. Another call on 03/10 and I was told by [redacted]s assistant, "[redacted]" is ordering another carburetor, I think. I told him to have my boat ready for my pickup on 03/13, because they hadn't fixed it in "5 months". I have always spoken with "[redacted]" or his counterpart or the phone, as no one else has volunteered or offered to talk on the phone. "[redacted]" handed me $400 on pickup and said it was "out of his pocket"! Still out $302.44!Desired Settlement: Lake Anna Marina should refund the remainder amount of $303.44 and reimburse "[redacted]" the $400 he gave me in cash.

Business

Response:

In response to complaint (ID#[redacted]):

Review: On or about May 3rd we had engine issues with our boat. We had the marina take a look at the issue and was advised on May 9th we had a cracked engine block and the motor would need to be replaced. We were quoted $4000.00 for the installation of the used motor and were advised the repairs would be completed in 2 weeks. On May 31st my husband and I were at the Marina with some friends and we went to check on the status and was told that they had the motor but they were waiting on a part to come in from[redacted]. On June 5th I called the marina to be told they were waiting on the part from England. On June 12th I called the Marina and spoke to [redacted] who advised she was unsure what the status was and that she would check with [redacted], she called back and advised they were still waiting on the part and should be in that day and would call me on 6/13 to let me know. [redacted] called me on 6/13 to advise the part was not delivered, I then proceeded to ask her if she could tell me where the part was at, she advised she would have [redacted] call me back. [redacted] called me back to advise that the part was still in shipping, I asked him for the tracking number and he could not provide me with one and that he would look into it and call me back. That same day [redacted] called and spoke to my husband and was told that the part actually came in on 5/28 and has been sitting on the shelf.

On June 16th we get a call from [redacted] who advised that the motor did not fit, they have had this motor for several weeks and now being told the motor did not fit. [redacted] advised my husband that they could get a rebuilt engine and it would be done by mid week of June 23rd. [redacted] advised that the price might be higher due to the rebuilt engine. My husband advised that he wanted to speak to the [redacted] due to the issues we have had. [redacted] advised my husband he could do the work for the $4000.00 that he quoted. [redacted] advised that was fine and to go ahead with the repairs but he still wanted [redacted] (the [redacted]) to call him back. She called him back and was very agrumentative and not helpful at all. My husband asked her if she knew what was going on with our boat and she advised NO that she leaves all the shop stuff up to [redacted]. My husband explained the problem and She told my husband there was no way they could do the work for 4k and that [redacted] (her lead mechanic), could not give that type of quote.? we advised her of the lack of communication between her business and her employees and we have gotten the run around for the last 5 weeks. She proceeded to tell us that it has not been 5 weeks that they have been 2 weeks behind so they have only had our boat for 3 weeks. We told her regardless they have had this boat for 5 weeks and we are no where near getting the boat fixed. [redacted] proceeded to tell my husband that she would need to speak to [redacted] and get back to him. [redacted] never called him back.

On June 26th I call and speak to [redacted] who advised that from he can see all is complete with our boat but has not gotten the work order back from [redacted] and would need to follow up with [redacted] in the morning and would call me then.

On June 27th I still had not heard back from [redacted] or [redacted] and decided to call them around 11:15. I called to be told that [redacted] was off today and that I would have to call back tomorrow. I advised that I was told by him he would call me back today and I need to speak to someone about the status of our boat.

I get [redacted] and she advised she would follow up to find out the status and call me back.

I then get a call from [redacted] who advised me that he was advised that we told them to put the motor back in our boat and we would come pick it up. I told [redacted] that is not true that my husband spoke to him on June 16th and advised him to go ahead with the repairs. [redacted] proceed to advise that [redacted] told him that we were picking it up. I advised him that we never told [redacted] that and that we were waiting for her to call us back and she never did therefore we have been under the impression that the boat was in the process of being repaired. [redacted] then proceeded to that I was not going to talk to him that way, I advised I was unclear what he meant that I am only asking about my boat and he cannot give me and straight answers and it seems to be one run around after another. [redacted] proceeded to hang up on me.

I called back and spoke to [redacted] and she advised she told my husband she could not do the work for the 4k, advised her that was not true, that what she said to him was that she was going to need to speak to [redacted] and call him back and she never called him back. She admitted that she did not call him back because she knew she was not going to do the work for 4k. I asked her then why did she tell my husband she was going to call him back if she had no intention of calling him back that this is poor customer service and we have been under the impression all was set since she did not call us back. [redacted] then proceeded to tell me that it is best they put our original motor back in and wont charge us for the 8 hours labor they already have on the boat and that we need to come pick up our boat and take it someplace else. She proceeded to tell me God Bless and hung up.

I have never in my life experienced such bad service or lack of service from any business. we have boated and stored our boat and jet ski at this marina for over 10 years, purchased our boat from them and brought several clients to their facility. To be treated this way is unacceptable and furthermore cannot believe the [redacted] did not even sympathize with the issue and was only concerned that is she waived labor fees then she was not going to make any money.Desired Settlement: I would like to be compensated for the remaining months on our storage that we pay to keep our boat at their facility.

Business

Response:

The Revdex.com spoke with the owner and was told that the original estimate was for $4,000 to use a junk yard motor. The customer did not want to spend a lot of money of this so they tried to use the most inexpensive part they could. Once the part was found, ordered, and shipped the service was scheduled. It was the correct mode number but it did not fit the mounts. Another engine needed to be found and the business suggested a rebuild part, which carries a one year warranty but was more expensive. The customer did not feel he should have to pay more than the original estimate, and the business tried to explain that was for the cheaper part but since the rebuild it more expensive the bill the bill would be higher. The business is still actively trying to find a solution to this issue in a way that will work out for the customer but also for the business.