Master Marine

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 useFirst, 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 conditionLastly, 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 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 trapaid 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 packageThe boat is fully repaired and ready for pick up

I understand the frustration over the delay As the customer states, "Again, they are waiting on material." She is exactly right We are frustrated as well over the delay, but have done everything possible to expedite the completion of the trailer Unfortunately, we are at the mercy of the manufacturer of the customer's trailer on parts they solely provide and their time frame is beyond our control While the manufacturer represented to us all replacement items were in stock and available, when it came time for the manufacturer to ship the parts, the manufacturer then informed us the items were no longer available The manufacturer eventually shipped alternate parts and they were immediately installed with our service department working beyond midnight to get the trailer completed as quickly as possible The trailer was completed Saturday, March 10, and the customer was informed of the completion We were informed by the customer that they will pick it up on Wednesday, March As far as a photograph of the floor showing the floor is not rotted, the photograph was sent by text to the customer on February at 5:p.m No response to the text was ever received Attached is a copy of the picture from the text in the event the customer did not receive the text

Customer satisfaction is always our highest priority Accordingly, we have met with the customer to address the issues and ordered new material to be reinstalled at our expense We agree the time line for the repairs was extensive and was the result of insurance approval delays, material shortages and unavailability, and the size of the repair Our service department could have done a better job communicating the job progress to the customer and steps have been taken to improve customer communication on insurance jobs We regret our customer felt she was given the run around when she called for the company's president, Mr*** When the customer called on Friday for Mr***, she was informed he was out until Monday with his child When Mr [redacted] returned on Monday, he contacted the customer and arranged for a meeting that evening with the customer and service manager to resolve all issues As a result, new floor trim has been ordered and will be reinstalled to address the customer's dissatisfaction with the RV's cosmetic appearance Prior to the installation of the new trim, the floor will be uncovered to reveal to the customer no rotten wood remains