Northwest Marine Solutions, Inc.

To Whom It May Concern,
Our team at Northwest Marine Solutions is sorry to hear that your client is unhappy with our service. I had a chance to read through the complaint and looked up the past service records to see what service we provided for that particular customer. I was able to locate all 3...

work orders that are linked with this customer and the jobs he is referring to.  The client originally came to us to service unrelated to his overheating issue such as installing a hot water box, annual service, rocket launcher, and more. The first obvious thing I found in the initial work order was a statement about our findings when performing an annual service. We checked the motor’s computer and found an existing overheat code meaning that the overheating problem existed before it came to our shop and was not something Northwest Marine Solutions created. We brought this issue to the attention of the client, and he agreed to have it fix in addition to the original services that he came in for. All other work preformed at the shop, the customer seemed very happy with. The work that was done to fix his overheating issue had both parts and labor cost associated with the repair. Many of the parts we replaced trying to fix the overheating issue were parts that needed to be replaced given they were worn out, faulty, or heavily corroded such as the water pump, circulation pump, pulley, mercury housing assembly and more. One of the biggest problems we faced with this boat is the problem was intermittent meaning it would not always recreate itself. This led to a total of three occasions we worked on that particular issue in order to fix it. The first time the customer returned to us saying that he was still having problems with overheating, we replaced some components, tested, and found the boat to not be overheating. For the customer’s incontinence, I gave him a discounted labor rate saving him $88. The third and final time the customer returned to us again saying that the problem occurred again. This time we replaced more components and tested the boat out on the water multiple times. The problem once again seemed to be fixed. I then not only discounted the number of original hours to be billed to be less but I also gave him a discounted rate saving him $269.50, and $525 associated on 5 labor hours I took off his bill. I also have the customer’s custom rocket launcher powder coated at no cost saving him $150. The customer called me days later to tell me the problem was still present. I then credited him back all the labor cost associated with his last visit with was over $700. This meaning his last and final visit, he only paid for the cost of parts that needed to be replaced anyway because of their condition. In total, Northwest Marine Solutions credited the customer over $1,700 in order to try to fix his overheating issue he had prior to bringing it to us. The customer expressed he was frustrated that we could not fix his intermit overheating issue but thankful that I was able to credit him on the labor pertaining to that issue given that it seemed to keep happening despite our best efforts.  We would like documentation on what this other facility found to be the problem as well as the cost associated with it.

Complaint: [redacted]I am rejecting this response because:  The statements made by Northwest marine Solutions are completely in accurate, First I have tried Calling business multiple times explaining how after ten months they could not solve the engine over heating issue which there mechanic caused while doing annual service they claim as well the replaced all three water pumps on boat, which they did not, they powder coated rocket launcher for free due to the fact they had horrible welds and installed it incorrectly, and with final test drive with there new mechanic he even stated I do not know why your boat is in our shop we do not have the updated and proper computer to wven diagnose your problem so I then took my boat to chanel marine were they fixed the issues there mechanic caused which were number one massive air leaks that chris from northwest marine caused, and not replacing main water pump which northwest marine claimed as well, There mechanic Chris caused/created these issues and they had my boat for over ten months and no there was never a full refund on labor there were slight discounts made but no full refunds and have made multiple calls to northwest marine to come up with a resolution and they will not return my phone calls