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Pro Shop Inc Reviews (6)

*** *** brought his boat to have some work done, we originally agreed to clean out the fuel system and service the carburetor. We told him up front that we are not experts in the brand (OMC Cobra) of motor and outdrive in his boat, but can do the basic service tasks that he requested. We completed this work, but upon starting the boat it quickly became apparent that the boat needed more than the just fuel system work. We contacted *** and told him that in a boat as old as his, that had been sitting for many years without being used, the impellers often fail and that could be a reason for one of the problems we were seeing, we recommended servicing the impeller, he agreed. We ordered the necessary parts and upon receiving them took the impeller housing apart only to find that the impeller looked pristine. We contacted *** and told him that the impeller looked fine and that we wouldn't be charging him for taking it apart and inspecting it, but there definitely were additional problems with this outdriveWe reminded him that we are not experts in this particular brand of motor and outdrive, but offered to take the outdrive apart and see if there were any obvious reasons for the problems, but we couldn't make any guarantees. He agreed and was for appreciative. We disassembled the outdrive but couldn't see any obvious problems. At this point it became apparent that the problems with this outdrive were outside our scope of expertise so we contacted a specialist to have them take a look at it. The specialist is about minutes away. We immediately contacted *** and he agreed to take the outdrive to the specialist. about a week later he and his wife brought the drive back and the wife was very unhappy. She said the specialist found nothing wrong with the drive and told us that we must be incompetent. We told her that when we started and ran the boat that there was obviously water in the gear lube which indicates a bad seal. She insisted that we had never told her that we were not able to work on the drive, which is true, but we told her husband that exact thing multiple times, he was silent through the entire conversation. We asked her multiple times what she would like us to do to remedy the situation and she offered no input other than to repeatedly say that we are incompetent. Eventually she said that she would like to just pay for the work that they originally agreed to and take the boat as is. We declined to take payment and said that if she was upset that we would waive the $or so worth of work that had already been done to make up for her trouble. As for the scratch on the drive that she mentions, there was a sticker on the drive that fell off at some point when it was being transported and took a little flake of paint with it. This is a year old boat, stickers fall off sometimes and the scratch could easily be fixed with some paint in about seconds.We have records of the date and time of each of the times that we talked to *** ***. We told *** multiple times that we don't usually work on OMC Cobras, and he agreed to every single thing we did with the boat, but we have no control over whether he shared anything that we'd told him with his wife. If we had known that she was the one who needed to be informed each step of the way, we would have asked for her phone number and talked to her, but we never had any contact at all with her before she came to us upset.We have been in business for years and pride ourselves on providing excellent customer service. We service many hundreds of customers per year with VERY few complaints and in general have been quite successful in what can, at times, be a difficult business. Our communication with our customers, in general, is quite good. There is always room for improvement, but in this case where we've communicated with the customer every step of the way and he has given us no indication that there is any problem, I don't know what else we could have done. We gave them $worth of work for free for their trouble and offered to complete the job, but I truly don't think there is anything in this situation that could have been done to make this woman happy

Complaint: ***
I am rejecting this response because:August 11th
additional notes with updated info on boats condition:
As of August 11, the most recent updated information is that the marine shop we had to take our boat to, to be put back together in one piece stated as follows:
1) the outdrive is working properlyThe waterpump was indeed changed out due to its age
2) there are two plastic pieces on each side of the outdrive that will release water due to the exhaust and water inside needing somewhere to goA pressure release is how those pieces workIt could be seen (by someone who clearly did not have experience in these areas) or mistaken as a leak but that is how OMC outdrives are made so they will do that
3) the marine specialist in fact stated that the shop/people absolutely did not know what they were doing or working on let alone looking at, period!
The finished work they did was a total of $Which all of it was for going thru the outdrive making sure it was safe and operable and then putting it back together, filling with new oil and putting it back on the boat(due to the amount of knowledge this marine company had they also applied a new boot that seals the outdrive and the boat to keep water from entering the boat where they meet)These are all things that I would expect a business to do in good faith and in total concern for their customers any thing these folks saw that could have been an issue due to age they made sure was fixed right and ready to go so there was no way of failure out on the waterThe reassembly of the outdrive to the boat shouldn't of had to happenIt was here that the Pro Shop could have left it together and stated they were not qualified or nor did they have the knowledge of working on an OMC outdrive so we would probably want to take it somewhere else, instead they chose to act negligently toward my property
August
In reference to the Pro Shops response to my claim, I am appalled at the stretched and fabricated story to build them up in this situationI am disgusted at how easily the lies were penned to paper!
I want to start off by addressing that in which my husband knows first hand is completely untrue!
1) we took the boat in for an over all check up not work to be done because it didn't run
a) fuel tank cleaning - because gas in the tank was in the tank for approximately 5+ years with out any stabilize additive so we knew it would be bad
b)change all fuel lines -as they were sticky and gummy to the touch, and they did not get changed
c) change oil in motor
d) change oil in outdrive- its known that after years there could be some noticeable moisture that accumulates over time
e) carb clean if needed- he said it didn't need to be done nor did it get done
The original estimate was $250-$
The first problem we have is, they say there was a large amount of water in the oil of the outdrive*** was at the Pro Shop at this time and to him it looked to be a amount probably from condensation accumulation over that many years*** stated it looked to himThey stated they would fill it full and check it laterThe later was days later a missed phone call that was returned within mins prior to close to tell *** there was water leaking out the sides and they needed to pul the outdrive for new gaskets
So in their correspondence this is the first time we've heard anything about an impeller or about it being in question or any other action they claim they took regarding oneI do thou find it interesting that when I stated to him I brought in a boat in "pristine condition" he has the nerve to tell me "IT WASN'T IN PRISTINE CONDITION, IT DIDN'T EVEN RUN!!!" Then he admits in his response to the impeller being in pristine condition, his words(Is my year old boat well maintained and cared for or not? At this point I don't think he knows what he believes to be true or not he can't keep his story straight)
He also claims at pick up that he told us water wasn't getting to the engineThat must have been in one of his falsely logged calls he made to us
When we were contacted (the one time which had to do with adding more money to the original bill) its was to drop outdrive off the boat and fix the problemThe ONLY statements made were, "we've only worked on a couple of OMC outdrives it should be no problem to pull it apart put new gaskets in and put it back togetherIt was at that time that *** asked him, "should we take it somewhere else?" The Pro Shop reassured *** they could handle it
After the phone call about the outdrive gaskets, he then called and said the boat needs to come into the shop and the outdrive can't be split apart so they need to put outdrive on a hoist to take the bolts out and take the outdrive completely off the boat at this time is when advised of a possible $bill (not knowing forsure exactly what it would be)
At this time is when they proceed to scrap the emblem from outdrive take out a bolt that's not to be touched and proceed to run us up and down the highway***Refer to prior claim statements.***
At this time the Pro Shops own specialist called them, (I will not repeat due to Revdex.com regulations for a complaint), along with *** *** stated, they should have not touched nor attempted to try and work on something they definitely had no idea as to what they were even looking at
The Pro Shop also did not return half of ***s calls as he had to drive down there to talk to someone
Sincerely,
*** ***

*** *** brought his boat to have some work done, we originally agreed to clean out the fuel system and service the carburetor.? We told him up front that we are not experts in the brand (OMC Cobra) of motor and outdrive in his boat, but can do the basic service tasks that he requested.? We completed this work, but upon starting the boat it quickly became apparent that the boat needed more than the just fuel system work.? We contacted *** and told him that in a boat as old as his, that had been sitting for many years without being used, the impellers often fail and that could be a reason for one of the problems we were seeing, we recommended servicing the impeller, he agreed.? We ordered the necessary parts and upon receiving them took the impeller housing apart only to find that the impeller looked pristine.? We contacted *** and told him that the impeller looked fine and that we wouldn't be charging him for taking it apart and inspecting it, but there definitely were additional problems with this outdriveWe reminded him that we are not experts in this particular brand of motor and outdrive, but offered to take the outdrive apart and see if there were any obvious reasons for the problems, but we couldn't make any guarantees.? He agreed and was for appreciative.? We disassembled the outdrive but couldn't see any obvious problems.? At this point it became apparent that the problems with this outdrive were outside our scope of expertise so we contacted a specialist to have them take a look at it.? The specialist is about minutes away.? We immediately contacted *** and he agreed to take the outdrive to the specialist.? about a week later he and his wife brought the drive back and the wife was very unhappy.? She said the specialist found nothing wrong with the drive and told us that we must be incompetent.? We told her that when we started and ran the boat that there was obviously water in the gear lube which indicates a bad seal.? She insisted that we had never told her that we were not able to work on the drive, which is true, but we told her husband that exact thing multiple times, he was silent through the entire conversation.? We asked her multiple times what she would like us to do to remedy the situation and she offered no input other than to repeatedly say that we are incompetent.? Eventually she said that she would like to just pay for the work that they originally agreed to and take the boat as is.? We declined to take payment and said that if she was upset that we would waive the $or so worth of work that had already been done to make up for her trouble.? As for the scratch on the drive that she mentions, there was a sticker on the drive that fell off at some point when it was being transported and took a little flake of paint with it.? This is a year old boat, stickers fall off sometimes and the scratch could easily be fixed with some paint in about seconds.We have records of the date and time of each of the times that we talked to *** ***.? We told *** multiple times that we don't usually work on OMC Cobras, and he agreed to every single thing we did with the boat, but we have no control over whether he shared anything that we'd told him with his wife.? If we had known that she was the one who needed to be informed each step of the way, we would have asked for her phone number and talked to her, but we never had any contact at all with her before she came to us upset.We have been in business for years and pride ourselves on providing excellent customer service.? We service many hundreds of customers per year with VERY few complaints and in general have been quite successful in what can, at times, be a difficult business.? Our communication with our customers, in general, is quite good.? There is always room for improvement, but in this case where we've communicated with the customer every step of the way and he has given us no indication that there is any problem, I don't know what else we could have done.? We gave them $worth of work for free for their trouble and offered to complete the job, but I truly don't think there is anything in this situation that could have been done to make this woman happy

August 2017I got my boat and parts back, the afternoon I filed the complaint.? I had to take the boat to the coast approximately miles awayThe Pro Shop ran us to Portland and back twice for drop off and pick up of outdrive that had nothing wrong with it.? That was in excess of
miles round trip for both trips.? Not to mention cost us $for him to go thru it and tell us it was fine which at that point it needed to be pressure tested and of course needed a new gasket for the replacement on the boat.? WHen we picked up the boat we were then made aware that the outdrive wasnt pumping water to the engine...something else he neglected to tell us!? Because, we would have had the Portland outdrive man put a new waterpump in the outdrive before we buttoned it up and came home.? ? ? Thats how we roll.So here is what I want to know.? Why?? Did the Pro Shop say they could work on my boat when in fact they couldn't?? If you are a business in the marine industry why would you not tell people what you can and can not work on prior to attemping to try at their expense.? If you could do part of the job and not the other I would have more respect for your business if you were honest from the beginning.? The Pro Shop proceeds to return my boat in pieces and parts, which is not how we took it to them.? They then proceed to tell me what they did do for me as they tell me to take my outdrive and boat and GO!? I don't trust that they did anything at all due to the condition of it upon returning it to us.? All I can see is a business that took it upon themselves to let some inexperienced wanna be boat mechanic work on my boat unattanded, and the owner doesn't want to fess up to their screw up.I then have to ask WHO?? Who, in the world would take a screw driver or some other prying type object and pry off damaging the paint all around an emblem that doesnt look like or even begin to show signs of needed to be removed for any reason.? If you google the make and model of the outdrive and see the images that come up on the internet you would see with in the first photos with explainations to accompany the pictures, with red highlighted areas of the outdrive not to touch certain things or remove and emblems.? The notifications are there because some emblems have over time come off and they are sharing that the bolt or plug under neath was not to be touched or loosened.? This is all stuff I found just after being in the situation.? So if I could find this information so could have they.? Knowing they did not know how to work on this particular outdrive they should not have taken it off my boat to then destroy it in the process.? At this time I want the outdrive paint damage fixed to brand new by a certified auto/parts painter, I want the emblem replaced which I have luckily found and purchased already at $15.? I will be having the other marine comapny go thru and detail everything they found and if they find anything to be at the hands of the Pro Shop I will be asking for that as well.? I do know we asked the to change all the fuel lines to new and the lines on the boat are as gummy and sticky as they were when we dropped it off.? They claimed the cleaned the gas tank and we will have that looked at as well.? I do not trust one thing they said they did because in my mind they did nothing but destroy my property while the owner was out waterskiing, and the boat mechanic on vacation for a week.? Sounds like all the things we as customers would like to be doing.As for their customer service...well it is terrible.? Who when told by a customer that you took off and emblem, something they have photos of being on their boat not to mention photos of its condition prior to bringing it in(Which upon return the inside of my boat was full of black greasey hand prints and black scuffs all over and something poured down the interior of the boat that I can not even get to come off it has stained the interior.? I in fear of this exact thing took photos prior to dropping it offSo glad I did!!!)? The owner then claimed he was sorry for it being so dirty it is something they do, detail the boat before the customer picks it up.? So I guess when you know you screwed up and you tell the customer to take their stuff and GO, that customer doesn't get it back as clean as it comes in.? Anyway, back to the emblem as I proceed to tell the owner they removed it he flat out denied it and said the mechanic is on vacation and we will not even be talking about that til he returns.? As I am buttoning up the boat to leave as he demaded we do, I find the emblem in the cup holder.? it wasnt until I show him that he admits that yeah I guess we may have done it.? What happened to the customer is always right?? I know my boat I know what I brought in.? All of this matters to me as it was a gift from my father who kept this boat garaged and covered for the years its been in exsistance.? It was in immaculate condition, even the Pro Shop commented on it when we dropped it off.? So if you see that someone cares for their stuff like that why would you go out of your way to destroy or even harm their property?? As I see the damage done I say to the owner that I brought this boat in, in prestine condition.? To be met with it and I quote " it WASN'T in prestine condition, it didnt even run." says Don the owner.? I can tell you right now that it doesnt run because of what THEY did.? When it came in it came for a fuel tank cleaning, an oil change in both the engine and outdrive, a carburator clean if needed (which they farm out to someone else as well, cause its over their heads too) change all fuel lines and get it ready for the water.? I know when my dad last started it and took it out it ran!? So who are you to tell me it didnt run?? Boats will run with a leak in the outdrive.? It was in one piece as well, which IS NOT how we got it back thats for sure, and yes it does not run now.? THE PRO SHOP MADE SURE OF IT!!!!? ? ? I guess after everything that has been done I would want to know how would this business go about making sure they do not do this to the next customer?? Have they found a more qualified boat mechanic?? Is the owner going to stay and oversee the work being done so they get their customers in and out so they can go enjot their boats, maybe even before you as a shop onwer is out playing you need to tend to your customers needs first! ? Thank you

August 09 2017I got my boat and parts back, the afternoon I filed the complaint.  I had to take the boat to the coast approximately 75 miles away. The Pro Shop ran us to Portland and back twice for drop off and pick up of outdrive that had nothing wrong with it.  That was in excess of 210...

miles round trip for both trips.  Not to mention cost us $100 for him to go thru it and tell us it was fine which at that point it needed to be pressure tested and of course needed a new gasket for the replacement on the boat.  WHen we picked up the boat we were then made aware that the outdrive wasnt pumping water to the engine...something else he neglected to tell us!  Because, we would have had the Portland outdrive man put a new waterpump in the outdrive before we buttoned it up and came home.    Thats how we roll.So here is what I want to know.  Why?  Did the Pro Shop say they could work on my boat when in fact they couldn't?  If you are a business in the marine industry why would you not tell people what you can and can not work on prior to attemping to try at their expense.  If you could do part of the job and not the other I would have more respect for your business if you were honest from the beginning.  The Pro Shop proceeds to return my boat in pieces and parts, which is not how we took it to them.  They then proceed to tell me what they did do for me as they tell me to take my outdrive and boat and GO!  I don't trust that they did anything at all due to the condition of it upon returning it to us.  All I can see is a business that took it upon themselves to let some inexperienced wanna be boat mechanic work on my boat unattanded, and the owner doesn't want to fess up to their screw up.I then have to ask WHO?  Who, in the world would take a screw driver or some other prying type object and pry off damaging the paint all around an emblem that doesnt look like or even begin to show signs of needed to be removed for any reason.  If you google the make and model of the outdrive and see the images that come up on the internet you would see with in the first 5 photos with explainations to accompany the pictures, with red highlighted areas of the outdrive not to touch certain things or remove and emblems.  The notifications are there because some emblems have over time come off and they are sharing that the bolt or plug under neath was not to be touched or loosened.  This is all stuff I found just after being in the situation.  So if I could find this information so could have they.  Knowing they did not know how to work on this particular outdrive they should not have taken it off my boat to then destroy it in the process.  At this time I want the outdrive paint damage fixed to brand new by a certified auto/parts painter, I want the emblem replaced which I have luckily found and purchased already at $15.  I will be having the other marine comapny go thru and detail everything they found and if they find anything to be at the hands of the Pro Shop I will be asking for that as well.  I do know we asked the to change all the fuel lines to new and the lines on the boat are as gummy and sticky as they were when we dropped it off.  They claimed the cleaned the gas tank and we will have that looked at as well.  I do not trust one thing they said they did because in my mind they did nothing but destroy my property while the owner was out waterskiing, and the boat mechanic on vacation for a week.  Sounds like all the things we as customers would like to be doing.As for their customer service...well it is terrible.  Who when told by a customer that you took off and emblem, something they have photos of being on their boat not to mention photos of its condition prior to bringing it in. (Which upon return the inside of my boat was full of black greasey hand prints and black scuffs all over and something poured down the interior of the boat that I can not even get to come off it has stained the interior.  I in fear of this exact thing took photos prior to dropping it off. So glad I did!!!)  The owner then claimed he was sorry for it being so dirty it is something they do, detail the boat before the customer picks it up.  So I guess when you know you screwed up and you tell the customer to take their stuff and GO, that customer doesn't get it back as clean as it comes in.  Anyway, back to the emblem as I proceed to tell the owner they removed it he flat out denied it and said the mechanic is on vacation and we will not even be talking about that til he returns.  As I am buttoning up the boat to leave as he demaded we do, I find the emblem in the cup holder.  it wasnt until I show him that he admits that yeah I guess we may have done it.  What happened to the customer is always right?  I know my boat I know what I brought in.  All of this matters to me as it was a gift from my father who kept this boat garaged and covered for the 30 years its been in exsistance.  It was in immaculate condition, even the Pro Shop commented on it when we dropped it off.  So if you see that someone cares for their stuff like that why would you go out of your way to destroy or even harm their property?  As I see the damage done I say to the owner that I brought this boat in, in prestine condition.  To be met with it and I quote " it WASN'T in prestine condition, it didnt even run." says Don the owner.  I can tell you right now that it doesnt run because of what THEY did.  When it came in it came for a fuel tank cleaning, an oil change in both the engine and outdrive, a carburator clean if needed (which they farm out to someone else as well, cause its over their heads too) change all fuel lines and get it ready for the water.  I know when my dad last started it and took it out it ran!  So who are you to tell me it didnt run?  Boats will run with a leak in the outdrive.  It was in one piece as well, which IS NOT how we got it back thats for sure, and yes it does not run now.  THE PRO SHOP MADE SURE OF IT!!!!   I guess after everything that has been done I would want to know how would this business go about making sure they do not do this to the next customer?  Have they found a more qualified boat mechanic?  Is the owner going to stay and oversee the work being done so they get their customers in and out so they can go enjot their boats, maybe even before you as a shop onwer is out playing you need to tend to your customers needs first!  Thank you

Complaint: [redacted]
I am rejecting this response because:August 11th 2017
additional notes with updated info on boats condition:
As of August 11, 2017 the most recent updated information is that the marine shop we had to take our boat to, to be put back together in one piece stated as follows:
1) the outdrive is working properly. The waterpump was indeed changed out due to its age.
2) there are two plastic pieces on each side of the outdrive that will release water due to the exhaust and water inside needing somewhere to go. A pressure release is how those pieces work. It could be seen (by someone who clearly did not have experience in these areas) or mistaken as a leak but that is how OMC outdrives are made so they will do that.
3) the marine specialist in fact stated that the shop/people absolutely did not know what they were doing or working on let alone looking at, period!
The finished work they did was a total of $496.42. Which all of it was for going thru the outdrive making sure it was safe and operable and then putting it back together, filling with new oil and putting it back on the boat. (due to the amount of knowledge this marine company had they also applied a new boot that seals the outdrive and the boat to keep water from entering the boat where they meet). These are all things that I would expect a business to do in good faith and in total concern for their customers any thing these folks saw that could have been an issue due to age they made sure was fixed right and ready to go so there was no way of failure out on the water. The reassembly of the outdrive to the boat shouldn't of had to happen. It was here that the Pro Shop could have left it together and stated they were not qualified or nor did they have the knowledge of working on an OMC outdrive so we would probably want to take it somewhere else, instead they chose to act negligently toward my property.

August 27 2017
 In reference to the Pro Shops response to my claim, I am appalled at the stretched and fabricated story to build them up in this situation. I am disgusted at how easily the lies were penned to paper!
I want to start off by addressing that in which my husband knows first hand is completely untrue!
1) we took the boat in for an over all check up not work to be done because it didn't run.
a) fuel tank cleaning - because gas in the tank was in the tank for approximately 5+ years with out any stabilize additive so we knew it would be bad.
b). change all fuel lines -as they were sticky and gummy to the touch, and they did not get changed.
c) change oil in motor.
d) change oil in outdrive- its known that after 7 years there could be some noticeable moisture that accumulates over time.
e) carb clean if needed- he said it didn't need to be done nor did it get done.
The original estimate was $250-$300.
The first problem we have is, they say there was a large amount of water in the oil of the outdrive. [redacted] was at the Pro Shop at this time and to him it looked to be a normal amount probably from condensation accumulation over that many years. [redacted] stated it looked normal to him. They stated they would fill it full and check it later. The later was 3 days later a missed phone call that was returned within 30 mins prior to close to tell [redacted] there was water leaking out the sides and they needed to pul the outdrive for new gaskets.
So in their correspondence this is the first time we've heard anything about an impeller or about it being in question or any other action they claim they took regarding one. I do thou find it interesting that when I stated to him I brought in a boat in "pristine condition" he has the nerve to tell me "IT WASN'T IN PRISTINE CONDITION, IT DIDN'T EVEN RUN!!!" Then he admits in his response to the impeller being in pristine condition, his words. (Is my 30 year old boat well maintained and cared for or not? At this point I don't think he knows what he believes to be true or not he can't keep his story straight).
He also claims at pick up that he told us water wasn't getting to the engine. That must have been in one of his falsely logged calls he made to us.
When we were contacted (the one time which had to do with adding more money to the original bill) its was to drop outdrive off the boat and fix the problem. The ONLY statements made were, "we've only worked on a couple of OMC outdrives it should be no problem to pull it apart put new gaskets in and put it back together. It was at that time that [redacted] asked him, "should we take it somewhere else?" The Pro Shop reassured [redacted] they could handle it.
After the phone call about the outdrive gaskets, he then called and said the boat needs to come into the shop and the outdrive can't be split apart so they need to put outdrive on a hoist to take the bolts out and take the outdrive completely off the boat at this time is when advised of a possible $600 bill (not knowing forsure exactly what it would be).
At this time is when they proceed to scrap the emblem from outdrive take out a bolt that's not to be touched and proceed to run us up and down the highway. [redacted]Refer to prior claim statements.[redacted]
At this time the Pro Shops own specialist called them, (I will not repeat due to Revdex.com regulations for a complaint), along with [redacted] stated, they should have not touched nor attempted to try and work on something they definitely had no idea as to what they were even looking at.
The Pro Shop also did not return half of [redacted]s calls as he had to drive down there to talk to someone.
Sincerely,
[redacted]

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Address: 1104 15th Ave, Longview, Washington, United States, 98632-3021

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