Lake Country Marine, LLC

I would like to start from the beginning of how this boat came to Lake Country Marine for service A couple days before I was at a another local business having some legal papers notarized by the secretary in that officeIt did take her some time to do this so we offered to compensate her She did not want to be compensated but asked if we could work on her [redacted] boat She knew that we were very busy and backed up weeks in service repairs so the request was made to "jump the line"Being acquainted with her for a number of years I told her to drop it off and we will "jump the line"for her The boat showed up on May with a [redacted] dropping it off The service writer listed different job requests and estimates for work Also attached to the repair order was a hand written list of different items to check Note that one of the listed jobs on the repair order was that the boat has sat for years unused Because the boat had not been run for several years I did advise him the first thing to be checked is the engine compression before proceeding with any repairs I and my service techs have quite a few years of experience working on these older [redacted] stroke enginesWe have a company policy to check the compression on all stroke engines before doing any other work on the boat If a engine has a compression problem on a cylinder or cylinders engine failure will follow if not corrected My point is there is no sense in repairing other items on a boat if the engine is nearing failure This is why we always check stroke compression before proceeding with any other repairsAll cylinders checked good and we proceeded with other requested work on the boat The oil lines were replaced, we installed a customer supplied fuel filter as requested Removed and checked the spark plugs and they were carboned up black We installed new spark plugsThe boat was then taken to the water and test ran on the lake During the water test, one of the clean out plugs blew outThe tech determined the clean out plug lock failed and the plug would need to be replaced On May I called [redacted] and advised him the oil lines were replaced, filters installed, and new spark plugs installedI also advised him of the clean out plug needing replacing and its costHe approved the part being replaced and the part was ordered from [redacted] at that time Note is was also obvious someone had tried working on this boat before it came to this dealership If the spark plugs were in fact "new" they should not have been carboned up I also communicated with [redacted] on May and gave him all the work estimates he requested for a fuel gauge, horn and bilge pumpHe did not approve any of the estimates The tech checked further and did repair the faulty bilge pump wiring On May the clean out plug arrived and was installed and [redacted] was notified by me of completion of approved work I believe he showed up the next day to pick up the boat but could not make full payment for some reasonWhile here he did question the service writer at the counter about the invoice but did not settle the invoice The next morning he came into my office and wanted to go over each item on the repair order He questioned every item and I answered all his questions the best I could [redacted] , not being satisfied started "copping an attitude" and stated he had heard that Lake Country Marine was expensive and rips people offIf there were any "fighting words" they came from [redacted] arrogance in questioning our integrity/honesty I did say to him I knew he would be a problem from the gand would prefer not to do any further business with him in the future I wanted him to be satisfied that we repaired this boat correctly for the owner and had the tech go to the boat with him and explain what was done and why After that he settled his bill with the service writer and towed the boat away This company repaired this boat in a professional manner and did no work without approval We repaired the boat so it would be safe and run correctly for the customer If he can show we did not repair the boat correctly and that the boat does not run properly we will refund the disputed amount [redacted] [redacted] *** [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, 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.]
Regards,
*** ***
I reviewed the reply from Lake Country MarineThere are two issues I have with the responseIn the paragraph below Al states that he replaced spark plugs, fuel filter and oil lines and then called me on the 22nd What actually happened was he did the compression check to make sure they should continue with the tuneupAfter it passed he called me on the 22nd and gave me an estimate of the cost for labor of for labor plus the cost of parts for a tune upI asked him what needed to be done as part of a tuneup and he explained they change the plugs and fuel filters and my boat needed new oil linesI then explained to him that one fuel filter was brand new and the other new one I brought in with the boat and that the spark plugs had just been installed before I brought the boat in for servicehe said no problem I will adjust the bill accordingly When I came to pick the boat up the mechanic told me he was never told the plugs had been replaced
At the end of Lake Country's reply they state that if I can prove to them that the work was done was not needed or not done right they would issue me a refundI would like to know what they need for me to prove thatI have had another mechanic replace the plugs but I kept the plugs to show they are the wrong plugsI can also get a written statement from the mechanic stating that he to a look at the boat for minutes before realizing that Lake Country installed the wrong spark plug for the boatFurther more, apon further inspection of the engine he determined an ignition coil being bad was the cause of the motor not running properly not carbonated plugs
Please advise me as to what I can do or need to do to prove that the work done was not done in a professional manner and I can get my refund
Thank you,
*** ***

Revdex.com spoke with the business. He said that at the time of service the boat ran fine and the customer stated that it was fine but then had an issue with the spark plugs. At this point if the customer would like a refund for the spark plugs he is more than welcome to come in for a cash refund.

I would like to start from the beginning of how this boat came to Lake Country Marine for service.  A couple days before I was at a another local business having 
some legal papers notarized by the...

secretary in that office. It did take her some time to do this so we offered to compensate her.  She did not want to be compensated but
asked if we could work on her [redacted] boat.  She knew that we were very busy and backed up weeks in service repairs so the request was made to "jump the line". Being acquainted with 
her for a number of years I told her to drop it off and we will "jump the line"for her.  The boat showed up on May 20 with a [redacted] dropping it off.  The service writer listed 7 different
job requests and estimates for work.  Also attached to the repair order was a hand written list of 14 different items to check.  Note that one of the listed jobs on the repair order was that
the boat has sat for 4 years unused.  Because the boat had not been run for several years I did advise him the first thing to be checked is the engine compression before proceeding 
with any repairs.  I and my service techs have quite a few years of experience working on these older [redacted] 2 stroke engines. We have a company policy to check the compression 
on all 2 stroke engines before doing any other work on the boat.
If a engine has a compression problem on a cylinder or cylinders engine failure will follow if not corrected.  My point is there is no sense in repairing other items on a boat if the engine is 
nearing failure.  This is why we always check 2 stroke compression before proceeding with any other repairs. All cylinders checked good and we proceeded with other requested work on 
the boat.  The oil lines were replaced, we installed a customer supplied fuel filter as requested.  Removed and checked the spark plugs and they were carboned up black.  We installed 
new spark plugs. The boat was then taken to the water and test ran on the lake.  During the water test, one of the clean out plugs blew out. The tech determined the clean out plug lock 
failed and the plug would need to be replaced.
On May 22 I called [redacted] and advised him the oil lines were replaced, filters installed, and new spark plugs installed. I also advised him of the clean out plug needing replacing
and its cost. He approved the part being replaced and the part was ordered from [redacted] at that time.
Note is was also obvious someone had tried working on this boat before it came to this dealership.  If the spark plugs were in fact "new" they should not have been carboned up. 
I also communicated with [redacted] on May 22 and gave him all the work estimates he requested for a fuel gauge, horn and bilge pump. He did not approve any of the estimates.
The tech checked further and did repair the faulty bilge pump wiring.
On May 31 the clean out plug arrived and was installed and [redacted] was notified by me of completion of approved work.  I believe he showed up the next day to pick up the boat 
but could not make full payment for some reason. While here he did question the service writer at the counter about the invoice but did not settle the invoice.  The next morning he 
came into my office and wanted to go over each item on the repair order.  He questioned every item and I answered all his questions the best I could.  [redacted], not being satisfied 
started "copping an attitude" and stated he had heard that Lake Country Marine was expensive and rips people off. If there were any "fighting words" they came from [redacted] 
arrogance in questioning our integrity/honesty.  I did say to him I knew he would be a problem from the get-go and would prefer not to do any further business with him in the future.
I wanted him to be satisfied that we repaired this boat correctly for the owner and had the tech go to the boat with him and explain what was done and why.  After that he settled his 
bill with the service writer and towed the boat away.
This company repaired this boat in a professional manner and did no work without approval.  We repaired the boat so it would be safe and run correctly for the customer.  If he can show 
we did not repair the boat correctly and that the boat does not run properly we will refund the disputed amount.  
[redacted]