To Whom It May Concern, Our team at Northwest Marine Solutions is sorry to hear that your client is unhappy with our serviceI had a chance to read through the complaint and looked up the past service records to see what service we provided for that particular customerI was able to locate all 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 moreThe first obvious thing I found in the initial work order was a statement about our findings when performing an annual serviceWe 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 createdWe 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 forAll other work preformed at the shop, the customer seemed very happy withThe work that was done to fix his overheating issue had both parts and labor cost associated with the repairMany 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 moreOne of the biggest problems we faced with this boat is the problem was intermittent meaning it would not always recreate itselfThis led to a total of three occasions we worked on that particular issue in order to fix itThe 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 overheatingFor the customer’s incontinence, I gave him a discounted labor rate saving him $The third and final time the customer returned to us again saying that the problem occurred againThis time we replaced more components and tested the boat out on the water multiple timesThe problem once again seemed to be fixedI 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 $associated on labor hours I took off his billI also have the customer’s custom rocket launcher powder coated at no cost saving him $The customer called me days later to tell me the problem was still presentI then credited him back all the labor cost associated with his last visit with was over $This meaning his last and final visit, he only paid for the cost of parts that needed to be replaced anyway because of their conditionIn total, Northwest Marine Solutions credited the customer over $1,in order to try to fix his overheating issue he had prior to bringing it to usThe 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
To Whom It May Concern, Our team at Northwest Marine Solutions is sorry to hear that your client is unhappy with our serviceI had a chance to read through the complaint and looked up the past service records to see what service we provided for that particular customerI was able to locate all 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 moreThe first obvious thing I found in the initial work order was a statement about our findings when performing an annual serviceWe 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 createdWe 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 forAll other work preformed at the shop, the customer seemed very happy withThe work that was done to fix his overheating issue had both parts and labor cost associated with the repairMany 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 moreOne of the biggest problems we faced with this boat is the problem was intermittent meaning it would not always recreate itselfThis led to a total of three occasions we worked on that particular issue in order to fix itThe 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 overheatingFor the customer’s incontinence, I gave him a discounted labor rate saving him $The third and final time the customer returned to us again saying that the problem occurred againThis time we replaced more components and tested the boat out on the water multiple timesThe problem once again seemed to be fixedI 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 $associated on labor hours I took off his billI also have the customer’s custom rocket launcher powder coated at no cost saving him $The customer called me days later to tell me the problem was still presentI then credited him back all the labor cost associated with his last visit with was over $This meaning his last and final visit, he only paid for the cost of parts that needed to be replaced anyway because of their conditionIn total, Northwest Marine Solutions credited the customer over $1,in order to try to fix his overheating issue he had prior to bringing it to usThe 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