Nourian Dental

We fixed their Yamaha engineand had it running great We flushed the fuel tank a total of fourtimes We have changed all the fuellines going to the engine, the water fuel separator We pressure checked the gas tank, which itpassed We even changed the gas cap toinsure that no debris or water could enter the gas tankThe problem isthat their gas tank in their boat has debris in it.Your husband has rejected the recommendedrepair to replace or bypass the gas tank in your boat So no matter howmany times we clean your injectors and fuel filters if the debriscontinues to come from your gas tank, then the injectors and filters will getclogged This will prevent the engine from working properlyOur recommendation again to you and your husband is to have your fuel injectorscleaned and fuel filter on the engine changed and then run the engine on anauxiliary tank to prove to yourselves that the engine works fine Normally, we would be happy todo this in our shop, but since your husband has repeatedly threatened our staff,you and your husband no longer welcome in our shop

Complaint: ***
I am rejecting this response because: the fact is I was told by the service manager that my boat was fixed it has not, due to the negligence of this service company The owner has yet to call me back and if I have to take this company to small claims, I will There is right and wrong, this company is wrong
Regards,
*** ***-***

The [redacted]’s boat came into our shop because it would not run.  The initial assessment was that the motor overall had a heavy amount of corrosion, fuel was old and had separated into water, but the fuel also had debris, as well as the boat had low pressure at the fuel rail.  We performed a...

fuel flush and changed all the filters.  The fuel line was changed. The fuel sample was obtained and was acceptable.  The pressure at the fuel rail was extremely low.  The fuel rail was replaced.  The pressure improved, but was not acceptable.  The customer refused to authorize the work to change the fuel pump.  So we cleaned the fuel pump and the VST housing.  The pressure at the fuel rail was on the low end of acceptable.  The injectors were cleaned and the boat was running and went to the water for a water test.  The boat ran for a little while, then would not run.  We took the boat back to the shop.  During the drive back to the shop the trolling motor head fell off on a smooth part of the highway.   We had not done any work or touched the trolling motor, but since it was under our care we replaced the trolling motor head for the customer and notified the customer of what had happened.  We then checked the fuel sample again and the fuel sample was dark in color and with debris.  During this time the customer verbally threatened my service manager and my general manager that he was going to come into our shop and physically beat them up.  We understood the customer was upset and we went over what was going on and explained it to him repeatedly.  He wanted us to fix his boat.  We repeated the fuel flush, cleaned all the injectors and replaced all the filters.  The boat then ran appropriately on the water test in the Laguna Madre.  The customer was notified multiple times that his boat repair was completed and the cost of the repair was $1425.  Three weeks went by and the customer came in on a Saturday and was verbally aggressive with the service manager, because he did not want to pay his bill.  His wife stepped in and was upset, yelled at the service manager and pointed her finger repeatedly at him in an angry manager.  She demanded to see the owner.  I walked up.  Listened to her complaint and worked out a solution with her that she accepted, which was we would only charge her the roughly $1100 original estimate.  This was despite the fact that we had to do additional work that was not covered in the original estimate of cleaning the VST housing and cleaning the fuel pump.   Not to mention that we lost money on having to do the repair twice and replace the trolling motor head.  Just the cost of trying to do business the right way.  But the verbal abuse and threats made by Mr. [redacted] crossed the line. However, when Mr. [redacted] left a message on the answering machine on the same day that he picked his boat up, that his boat was not working.  We called him back right away Monday morning.  He told me that the boat ran well for a while and then would not run unless his sons continued to squeeze the primer bulb.  He said that he was in San Antonio and could not be back for weeks, but the boat was in still in Corpus.  I offered to go pick up his boat and figure out why the engine stopped running properly.  He said that the trailer was locked and that he would send someone down to unlock it.   Several weeks went by, we got the call that the lock was off of his boat trailer and that we could go and get it.  We picked it up within 24 hours and brought it to the shop.  The battery was dead and the fuel sample was again very dark, had debris and a trace amount of water in the fuel again.  We ran a pressure check on the gas tank and inspected the fuel cap.  The fuel tank passed the pressure test, but the fuel cap ring looked worn, so we replaced it to make sure that it would not let water or debris past the cap.  We had several rain storms and the cap could have been responsible for the water in the fuel.  I informed Mrs. [redacted] along the way of our progress and updated her with our findings.  I told her that the fuel sample was bad again and it could be a problem with her gas tank in the boat, but that it had passed the pressure check.  We repeated the fuel flush, all new filters, cleaned the injectors and the boat ran well on the test hose.  We let the boat sit for a day or so, then pulled another fuel sample.  The fuel sample was a little discolored, but not the brown color as before.  We added fuel and slouched the fuel back and forth in the tank and removed all the fuel.  We then refilled the fuel and cleaned every filter.  The fuel then came out the same color as it went in, without any debris.  The engine would not run right. The pressure on the fuel rail was now unacceptably low.  The fuel pump had now completely failed. I informed Mrs. [redacted] of the problem.  She demanded that I get the pump and fix it the same day.  We called around and found one at a dealership 45 minutes away, but they were just about to close.  We went and got the fuel pump the next day that the other dealership was open.  We replaced the fuel pump and lift pump.  We had very good pressures at the fuel rail.  The injectors also needed to be cleaned again.  Now the engine ran well and we checked a fuel sample the next day.  The fuel sample was clean.  The boat was taken on a water test and performed well for over one hour.  The [redacted]s were offered a test ride on their boat before they picked up their boat.  They refused.  They picked up their boat only paying for the battery and lift pump.  We ate all the labor, extra filters, fuel for flushes, fuel pump and went above and beyond, driving to get parts, offering them a test ride and picked up their boat from their house.  All in the name of good customer care and trying to be an honest repair shop.  Supposedly, the boat did not run well after a short period of time of driving the boat.  My service manager informed the owner that his story is most consistent with the gasoline tank having varnish or debris inside the gas tank.  He recommended that the owner replace the gas tank, otherwise the varnish and debris will continue to block the injectors and filters.  A fuel sample at the engine would be a quick way to verify this, but the owner disagrees and thinks we cheated him and his wife. As far as addressing Mrs. [redacted]s complaint about our shop being unethical and unprofessional. There is nothing further than the truth.   Mr. [redacted] has had roughly 30 years of experience in the marine industry and actually taught outboard repair at MMI.  All my employees under go background checks.  I am a professional and take ethics courses on an annual basis for the last 10 years.  The loss that I have suffered trying to help this couple is over $2000 in labor and over $1500 in parts beyond what they paid.

We fixed their Yamaha engineand had it running great.    We flushed the fuel tank a total of fourtimes.  We have changed all the fuellines going to the engine, the water fuel separator.  We pressure checked the gas tank, which itpassed.  We even changed the gas cap toinsure that no debris or water could enter the gas tank. The problem isthat their gas tank in their boat has debris in it.Your husband has rejected the recommendedrepair to replace or bypass the gas tank in your boat.  So no matter howmany times we clean your injectors and fuel filters if the debriscontinues to come from your gas tank, then the injectors and filters will getclogged.  This will prevent the engine from working properly. Our recommendation again to you and your husband is to have your fuel injectorscleaned and fuel filter on the engine changed and then run the engine on anauxiliary tank to prove to yourselves that the engine works fine.   Normally, we would be happy todo this in our shop, but since your husband has repeatedly threatened our staff,you and your husband no longer welcome in our shop.