Outboard Exchange LLC

Complaint: [redacted] I am rejecting this response because: I don’t at all agree with the response from the business, they misrepresent everything they say and doing business with them is nothing short of a nightmare, in this latest round of issues (our trouble with them began in April of 2015) they said they would only fix the engine under the warranty IF we brought it to CT and they told us they thought we broke it We did not break it, the part was defective and we were not going to trailer the boat to CT when they had already indicated they didn’t intend to cover under the warrantyThey have never made anything abundantly clear as they state, they go back on their word and tell us something different every timeFurther we NEVER agreed that we would leave the money there as a credit, we were TOLD by them that was our only optionThey have at this point agreed to send us a replacement part for the defective part and to provide us a refund for the overpayment But they have stated that they are terminating the warranty because we breached it, we did not breach the warranty, it is hard to breach a warranty you receive only half way through your dealings with a company and when they change the rules each time you communicate with them [redacted] MS [redacted] , EsqDesRosiers, Tierney & [redacted] , LLC [redacted] ** [redacted] Telephone: ###-###-#### Facsimile: ###-###-#### Cellular Phone: ###-###-#### E-mail: [redacted] Website: [redacted] Sincerely, [redacted]

Mr [redacted] called to inquire about the part and availabilityWe took his information and checked inventory to ensure we did have the part in stock and at a fair priceWe called him back and told him we still had to verify that this part would fit his particular application and if it did it would be $plus taxMr [redacted] was not happy with that price and decided to come into the shop on his own to negotiateOnce he arrived we reiterated that we were not sure that this would fit his motor and that we would have to do research to be positive which had not been completed yet due to it being our busy seasonThese types of parts come with a day store credit only warranty to which this customer refused and said he "didn't know what he would use a store credit here for"Our credits include any parts or services that we offerMr [redacted] did not want to wait for us to do our research and also did not want the store credit if the part did not workHe was unhappy with the $price tag and insisted on a lower priceWe offered to sell the part to him without any warranty and no returns would be accepted, due to us not having time to research, for $Mr [redacted] was alerted and aware that this was a chance he was taking and accepted even with our doubtsHe agreed, paid for his part and leftApproximately two to three weeks after the sale Mr [redacted] called to tell us that this part did not fit his motor and that he wanted his money backWe reminded him of the deal we made prior and told him that unfortunately the product was sold as is with no warranty and was not a returnable product since we were not allowed to do our research on the [redacted] and sold it at an extremely low rate

Ms [redacted] is incorrect She purchased a used motor that was on consignment from one of our customers, whom they paid directly We agreed to warranty the motor to help the customer with the sale (something we did not have to do) Ms [redacted] 's brother brought the boat to us with a lower unit problem, which we discovered was defective We replaced the lower unit At that time we agreed to Ms [redacted] 's request that any further warranty work be completed by someone locally because she had to rent a vehicle to trailer the vessel to us for service, however, we made it abundantly clear that we needed to make contact with whomever they chose to do the work so we could form a working relationship with them To date we have never received a call from any marine professional indicating that they would be working on Ms [redacted] 's motor It can only be assumed that it is being diagnosed and worked on by the boat owner, which violates our warranty.On two more occasions, we were called for fulfillment of our warranty, once with the starter, and most recently, with the water pump We paid Ms [redacted] for the starter We determined that the issue with the water pump needed to be inspected at our facility for reasonsfirst, to determine if the pump was installed properly, making sure it was not damaged by running the pump when drySecond, if it was in fact defective, the pump and any damage possibly caused by it would be covered under the pump's manufacturer's warranty Ms [redacted] refused because again, she did not want to rent a vehicle to tow the boat to us Our warranty does not make exceptions due to a customer not having a proper vehicle to tow their own boat.Ms [redacted] sent us photos of a removed water pump that appears to be defective and we have elected to send her a replacement pump, however, we were not given the chance to fulfill our warranty in the manner that our warranty prescribes Ms [redacted] has breached the terms of our warranty twice, thereby forcing us to terminate the remainder of the warranty.To address the overpayment credit, the overpayment was made in the amount of $122.30, which Ms [redacted] 's brother authorized to be credited to their account We are sending a check to Ms [redacted] today in the amount of $and will ship the replacement pump to her upon receipt of the defective pump

Mr [redacted] , I apologize if the wording was confusing however our list price for the [redacted] was $and you paid $less than that for a total of $You bought the part knowing there was not a warranty for any reasonYou paid $less than our asking price of $500, knowing that if it did not work for any reason at all you would not get a refundWe are apologetic that this part did not work out for you and although we did not want to let this [redacted] go for $300, you insisted and agreed that there would be no warranty, no returns, and no refundsThank you

Per Ms [redacted] 's request, we have sent her a replacement water pump kit and a check for the $that her brother approved to be credited to their account with us As for the remaining claims, here are the facts as we see themMs [redacted] and family purchased a used motor from a private sellerWe offered to warranty the motor to assist with the saleThe motor was brought to us with a lower unit problem, which we determined to be defective and we replaced it The [redacted] 's requested that we allow a shop local to them to fulfill warranty work, to which we agreed with the stipulation that we were put in contact with the shop to form a working relationship and determine that they were a legitimate marine serviceWe received a call from the [redacted] s that their starter had failed and they wanted compensation for the starter, we received no call from/or were given the contact information of the shop performing the work We still paid for the new starterWe were informed by the [redacted] s that their motor was not pumping water when the boat was being winterized We asked them to run the motor in a bucket to make sure it had the proper back pressure for the water pump to operateWe were notified that it still did not pump water We informed the [redacted] s that we needed to see the boat at our shop, to which they refusedWe were sent photos of a damaged water pump, still never receiving a call from a marine service providerWe informed the [redacted] s that their failure to allow us to fulfill our warranty had forced us to void the remainder of their warranty.We have made every attempt to satisfy the [redacted] 's, including sending them money and parts with no proof that a qualified mechanic is doing the work on the boat Each time we have told them that they were in jeopardy of losing their warranty if they continued to fix the boat on their own It has been evident from the beginning that the [redacted] s will not be satisfied unless they get everything they ask for, and at this point we are not willing to continue a relationship with them due to their multiple breaches of our warranty We have maintained an A+ rating with the Revdex.com for the better part of years, which indicates that the vast majority of our customers are satisfied with our products and servicesWe understand that we cannot please everyone, but most of our customers approach us in a rational manner and we remedy the situation to the best of our ability, most often keeping those customers for years It is clear that this is not possible with Ms [redacted]

Complaint: ***
I am rejecting this response because:I don’t at all agree with the response from the business, they misrepresent everything they say and doing business with them is nothing short of a nightmare, in this latest round of issues (our trouble with them began in April of 2015)
they said they would only fix the engine under the warranty IF we brought it to CT and they told us they thought we broke it. We did not break it, the part was defective and we were not going to trailer the boat to CT when they had already indicated they didn’t intend to cover under the warranty.They have never made anything abundantly clear as they state, they go back on their word and tell us something different every time.Further we NEVER agreed that we would leave the money there as a credit, we were TOLD by them that was our only option.They have at this point agreed to send us a replacement part for the defective part and to provide us a refund for the overpayment. But they have stated that they are terminating the warranty because we breached it, we did not breach the warranty, it is hard to breach a warranty you receive only half way through your dealings with a company and when they change the rules each time you communicate with them.*** MS***, Esq.DesRosiers, Tierney & ***, LLC** *** *** *** ***
** *** ***
*** ** ***Telephone: ###-###-####Facsimile: ###-###-####Cellular Phone: ###-###-####E-mail: ***Website: ***
Sincerely,
*** ***

Mr *** was made aware, while standing at our front desk, that we weren't sure that the *** was the problem with his motor and that we were also unsure of the compatibility of this part with his exact application because so many parts fit so many different motors it is necessary to investigate before finalizing parts purchasesUnfortunately while we do not warranty these types of parts and were able to come to an agreement while Mr*** was in the building that we would sell him the part for $less than our original quote of $500, however if it did not work we would not accept any returns whatsoeverHe was made aware of this again over the phoneWe typically do research on each part to be 100% sure that it is the correct part for each customer's needs however we were not given applicable time to complete this research which is why the unconventional deal that Mr*** agreed to was made

Mr***,I apologize if the wording was confusing however our list price for the *** was $and you paid $less than that for a total of $You bought the part knowing there was not a warranty for any reasonYou paid $less than our asking price of $500, knowing that if it did not work for any reason at all you would not get a refundWe are apologetic that this part did not work out for you and although we did not want to let this *** go for $300, you insisted and agreed that there would be no warranty, no returns, and no refundsThank you

Mr*** called to inquire about the part and availabilityWe took his information and checked inventory to ensure we did have the part in stock and at a fair priceWe called him back and told him we still had to verify that this
part would fit his particular application and if it did it would be $plus taxMr*** was not happy with that price and decided to come into the shop on his own to negotiateOnce he arrived we reiterated that we were not sure that this would fit his motor and that we would have to do research to be positive which had not been completed yet due to it being our busy seasonThese types of parts come with a day store credit only warranty to which this customer refused and said he "didn't know what he would use a store credit here for"Our credits include any parts or services that we offerMr*** did not want to wait for us to do our research and also did not want the store credit if the part did not workHe was unhappy with the $price tag and insisted on a lower priceWe offered to sell the part to him without any warranty and no returns would be accepted, due to us not having time to research, for $300. Mr*** was alerted and aware that this was a chance he was taking and accepted even with our doubts. He agreed, paid for his part and leftApproximately two to three weeks after the sale Mr*** called to tell us that this part did not fit his motor and that he wanted his money backWe reminded him of the deal we made prior and told him that unfortunately the product was sold as is with no warranty and was not a returnable product since we were not allowed to do our research on the *** and sold it at an extremely low rate

This statment from Outboard Exchange is not true whatsoever, I clearly remember *** with outboard exchange state that he had an *** that would work for my make and model engineThe whole reason why I drove miles there was because of thisI was clearly told that they had a *** that would work for my *** *** engine , *** and *** both did state that there would be no warranty due to the fact that it was a used electrilal part and that there was no garrantee that it would work, The fact is they sold me an *** for a completely different engine, they clearly stated that it was compatible for my engine and it was notI spent weeks troubleshooting my engine spending alot of my time and burning alot of gas driving to and from *** ** going on good faith that they know they're job and are compitent enough to look up part numbers, as it turned out after trouble shooting and determining my engine problems pointed directly back to the *** they sold me, I decided to check the part number myself and found they sold me the wrong oneOutboard exchange sold me an *** for a cylinder 60HP motor which is not compatibleI believe that they never looked up the part number and just told me that they had oneOnce again I clearly remember *** stating and I quote " I have one here that will work for your year make and model engine", and it turned out that he was wrongThis mistake cost me alot of time, and alot of fuel cost to drive to and from Colchester to Stonington, all I asked for was my $backI have the *** they sold me and all I would like is to return it for my $300. If outboard Exchange sold me the right part and it didn't work I would have never even called them, but the fact is they screwed up and I payed dearly for it
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
I don’t at all agree with the response from the business, they misrepresent everything they say and doing business with...

them is nothing short of a nightmare, in this latest round of issues (our trouble with them began in April of 2015) they said they would only fix the engine under the warranty IF we brought it to CT and they told us they thought we broke it.  We did not break it, the part was defective and we were not going to trailer the boat to CT when they had already indicated they didn’t intend to cover under the warranty.
They have never made anything abundantly clear as they state, they go back on their word and tell us something different every time.
Further we NEVER agreed that we would leave the money there as a credit, we were TOLD by them that was our only option.
They have at this point agreed to send us a replacement part for the defective part and to provide us a refund for the overpayment.  But they have stated that they are terminating the warranty because we breached it, we did not breach the warranty, it is hard to breach a warranty you receive only half way through your dealings with a company and when they change the rules each time you communicate with them.
[redacted] M. S[redacted], Esq.
DesRosiers, Tierney & [redacted], LLC
[redacted]
Telephone: ###-###-####
Facsimile: ###-###-####
Cellular Phone: ###-###-####
E-mail: [redacted]
Website: [redacted]

Sincerely,
[redacted]

Mr. [redacted] called to inquire about the part and availability. We took his information and checked inventory to ensure we did have the part in stock and at a fair price. We called him back and told him we still had to verify that this part would fit his particular application and if it did it would...

be $500 plus tax. Mr. [redacted] was not happy with that price and decided to come into the shop on his own to negotiate. Once he arrived we reiterated that we were not sure that this would fit his motor and that we would have to do research to be positive which had not been completed yet due to it being our busy season. These types of parts come with a 90 day store credit only warranty to which this customer refused and said he "didn't know what he would use a store credit here for". Our credits include any parts or services that we offer. Mr. [redacted] did not want to wait for us to do our research and also did not want the store credit if the part did not work. He was unhappy with the $500 price tag and insisted on a lower price. We offered to sell the part to him without any warranty and no returns would be accepted, due to us not having time to research, for $300. Mr. [redacted] was alerted and aware that this was a chance he was taking and accepted even with our doubts. He agreed, paid for his part and left. Approximately two to three weeks after the sale Mr. [redacted] called to tell us that this part did not fit his motor and that he wanted his money back. We reminded him of the deal we made prior and told him that unfortunately the product was sold as is with no warranty and was not a returnable product since we were not allowed to do our research on the [redacted] and sold it at an extremely low rate.

Mr. [redacted],
I apologize if the wording was confusing however our list price for the [redacted] was $500 and you paid $200 less than that for a total of $300. You bought the part knowing there was not a warranty for any reason. You paid $200 less than our asking price of $500, knowing that if it did not work for any reason at all you would not get a refund. We are apologetic that this part did not work out for you and although we did not want to let this [redacted] go for $300, you insisted and agreed that there would be no warranty, no returns, and no refunds. Thank you.

Ms. [redacted] is incorrect.  She purchased a used motor that was on consignment from one of our customers, whom they paid directly.  We agreed to warranty the motor to help the customer with the sale (something we did not have to do).  Ms. [redacted]'s brother brought the boat to us with a lower unit problem, which we discovered was defective.  We replaced the lower unit.  At that time we agreed to Ms. [redacted]'s request that any further warranty work be completed by someone locally because she had to rent a vehicle to trailer the vessel to us for service, however, we made it abundantly clear that we needed to make contact with whomever they chose to do the work so we could form a working relationship with them.  To date we have never received a call from any marine professional indicating that they would be working on Ms. [redacted]'s motor.  It can only be assumed that it is being diagnosed and worked on by the boat owner, which violates our warranty.On two more occasions, we were called for fulfillment of our warranty, once with the starter, and most recently, with the water pump.  We paid Ms. [redacted] for the starter.  We determined that the issue with the water pump needed to be inspected at our facility for 2 reasons. first, to determine if the pump was installed properly, making sure it was not damaged by running the pump when dry. Second, if it was in fact defective, the pump and any damage possibly caused by it would be covered under the pump's manufacturer's warranty.  Ms. [redacted] refused because again, she did not want to rent a vehicle to tow the boat to us.  Our warranty does not make exceptions due to a customer not having a proper vehicle to tow their own boat.Ms. [redacted] sent us photos of a removed water pump that appears to be defective and we have elected to send her a replacement pump, however, we were not given the chance to fulfill our warranty in the manner that our warranty prescribes.  Ms. [redacted] has breached the terms of our warranty twice, thereby forcing us to terminate the remainder of the warranty.To address the overpayment credit, the overpayment was made in the amount of $122.30, which Ms. [redacted]'s brother authorized to be credited to their account.  We are sending a check to Ms. [redacted] today in the amount of $122.30. and will ship the replacement pump to her upon receipt of the defective pump.

Per Ms. [redacted]'s request, we have sent her a replacement water pump kit and a check for the $122.30 that her brother approved to be credited to their account with us.  As for the remaining claims, here are the facts as we see them.1. Ms. [redacted] and family purchased a used motor from a private seller.2. We offered to warranty the motor to assist with the sale.3. The motor was brought to us with a lower unit problem, which we determined to be defective and we replaced it.4.  The [redacted]'s requested that we allow a shop local to them to fulfill warranty work, to which we agreed with the stipulation that we were put in contact with the shop to form a working relationship and determine that they were a legitimate marine service.5. We received a call from the [redacted]s that their starter had failed and they wanted compensation for the starter, we received no call from/or were given the contact information of the shop performing the work.  We still paid for the new starter.6. We were informed by the [redacted]s that their motor was not pumping water when the boat was being winterized.  We asked them to run the motor in a bucket to make sure it had the proper back pressure for the water pump to operate.7. We were notified that it still did not pump water.8.  We informed the [redacted]s that we needed to see the boat at our shop, to which they refused.9. We were sent photos of a damaged water pump, still never receiving a call from a marine service provider.10. We informed the [redacted]s that their failure to allow us to fulfill our warranty had forced us to void the remainder of their warranty.We have made every attempt to satisfy the [redacted]'s, including sending them money and parts with no proof that a qualified mechanic is doing the work on the boat.  Each time we have told them that they were in jeopardy of losing their warranty if they continued to fix the boat on their own.  It has been evident from the beginning that the [redacted]s will not be satisfied unless they get everything they ask for, and at this point we are not willing to continue a relationship with them due to their multiple breaches of our warranty.  We have maintained an A+ rating with the Revdex.com for the better part of 23 years, which indicates that the vast majority of our customers are satisfied with our products and services. We understand that we cannot please everyone, but most of our customers approach us in a rational manner and we remedy the situation to the best of our ability, most often keeping those customers for years.  It is clear that this is not possible with Ms. [redacted].

Once again not true, I called outboard exchange early that morning spoke to [redacted] and stated I needed an [redacted] for a 2003 [redacted], he said he would have to check and get back to me, well over an hour later he returned my call stating once again. I have an [redacted] here that will work for your motor. It was never once stated from any employee at outboard exchange that this [redacted] may not be the right part for your engine, if so I would have purchased the part somewhere else. Also the purchase price was $300 cash not $200. I really do not understand how your business can sell a customer  the wrong part and then not own up to it. I do understand that people make mistakes, but anytime this has happened to me in the past such as a part for my truck ect. the seller has always apologized for the inconvenience and gladly accept a return. Just the fact that I continually have to spend time on this is inconvenient just own up to your mistake already.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]