Master Marine Inc

The following is Master Marine’s response to the above referenced complaint:   Master Marine fully appreciates Ms. [redacted]'s frustration with her new boat purchase and the delay in repair.  However, the issues are fully covered by the manufacturer's warranties and the boat is fully...

repaired.  The two week delay was the result of parts delivery and not any indifference by Master Mariine.  Under the our agreement, all sales on boats and motors are final and there are no returns.   Master Marine immediately began work on all  needed repairs.  Ms. [redacted] experienced three issues covered by warranty with the boat during its initial use. First, the boat's bait well had a leaking hose and tee fitting.  While the hose was immediately repaired under warranty when the boat was returned for service, the fitting had to be ordered from the manufacturer.  The fitting arrived on Friday, August 15, and was installed today.  Second, the boat manufacturer overtightened a screw in a cover on the boat's floor causing the cover to have a small chip.  While waiting for the bait well fitting, the cover was repaired under manufacturer warranty to its original condition. Lastly, as Ms. [redacted] mentions, the motor had a leak in its cooling system during its initial use.  Every boat engine is water tested by Master Marine before delivery to try to prevent a frustrating ownership experience.    Unfortunately, we either missed the leak in this case or it developed following delivery.  In either event, the motor manufacturer is responsible for the issue and it is covered by warranty.  The part  supplied by Master Marine was installed by Ms. [redacted] and corrected the issue.   Master Marine does not accept returns of boats following delivery.  As detailed in paragraph 12 of Ms. [redacted]'s attached purchase agreement, "all sales are final" and there are "absolutely no returns of new or used boats, motors, trailers, or accessories after delivery."  Further under paragraph 10, any warranties on the products are solely those of the manufacturer and not  of Master Marine.    Master Marine does, however, remain dedicated to correcting any manufacturing issues with the product and doing our absolute best to ensure customer satisfaction.   Ms. [redacted] states that the owner advised her that "well the boat is already paid for, so I'll just fix it."  This is out of context or misunderstood.  Ms. [redacted] said she had a lemon and wanted a  new boat.  I explained to Ms. [redacted] that her boat was not a lemon and would be fully repaired under her manufacturer's warranty.   I also informed Ms. [redacted] that a return was not possible as her boat had already been registered and titled, the taxes paid, and her trade-in paid off by Master Marine.  Just to clear up any misunderstanding, the return has nothing to do with her payment status of the boat.      Ms. [redacted] is a valued repeat customer of Master Marine's.  Master Marine truly appreciates her business and will continue to do all possible to improve her ownership experience with her boat package. The boat is fully repaired and ready for pick up.