Prudential Carolinas Realty

We have contacted the customer, and this matter has been resolved Best regards,AndrewCustomer Support

Initial Business Response / [redacted] (1000, 5, 2018/01/25) */ Contact Name and Title: [redacted] Contact Phone: 775-852- Contact Email: [redacted] brought his boat in on March 31, He had communicated prior to, that he and a friend had been working on the boat themselves of which he had purchased parts from us dating back to August When the boat was dropped off originally, all [redacted] asked for was to properly connect the shift cables he bought back in August and check the shift operation from difficulties they incurredThe lower unit was stuck in forward gear from improper work previously completed by the customer and/or another partyCustom Boat performed those repairs and informed the customer the work was completed Apparently there was a miscommunication that the customer wanted more service done than initially requestedUpon further evaluation we found other issues that needed to be resolvedThis is a much older boat and motor of which no other service center would even look atWe found that many parts needed to move forward were NO LONGER AVAILABLE or OBSOLETEWe were able to find after market parts and/or used partsWe informed [redacted] that parts are difficult to get and not being able to get these parts from a source that would warranty any potential issues was a great concernWe also informed [redacted] that the potentials repairs could exceed the value of the boat April 11, we did perform a compression test (#1-117, #2-105, #3-114, #4-99), at that time the compression was viable and the customer's accusation of not properly checking certain aspects is not validatedWe tried to save the customer money every step of the way when possibleWhen parts become obsolete we try to inform the customer of the potential risks involvedThe customer proceeded to find parts on his own, purchase them and requested us to install themUnfortunately, one issue needs to be resolved before another issue can be addressed and this was the case needing to repair certain problems to identify further concernsIn the spirit of saving time and money, we only repaired what was requested at that time of which the customer authorized prior to the repairs After the initial lake test and poor performance, the boat was returned for further work on the carburetors and fuel pumpThe impending carburetor repairs were previously noted as a potential concern as they were flooding over and noted on the original invoice #***We all hoped that the carburetors and fuel pump would not have needed to be rebuilt previously but eventually needed to doneThese repairs were again estimated and the cost was discussed with [redacted] and approved by [redacted] to be completedThese repairs were completed and further tested at Custom Boat and Marine on our Dyno verifying that it pulled pressure and that the motor was performing as best as it possibly could based on its age and wear It is truly an unfortunate circumstance, however, the invoice date and completion of the final repairs was June 17, There are many concerns that may have occurred in the past seven-(7) months that have not have be reportedCustom Boat and Marine feels that we did our best to address the customers concerns and educate him on the potential issues that may arise from a boat of this age and increasing amount of obsolete partsIf the boat was not repaired properly, these issues should have been addressed much earlierAny issues of workmanship and labor, Custom Boat could have addressed these concerns in a more timely manner and possibly helped with labor expenses under our ninety-(90)day warranty on labor In summation, Custom Boat only performed the work the customer requested using the parts he purchased direct through means not known to Custom BoatWe did not pressure him to buy these parts, nor can we warranty parts that we do not know the origin fromCustom Boat informed the customer the cost of the repairs prior to performing the repairs and only by the authorization by the customerFurthermore, Custom Boat only billed a fraction of the time incurred in repairing old parts and wiring that we had no previous control overCustom Boat not procuring the necessary parts that were obsolete was in fact our way of saying the boat is not worth working onAnd the customer going through extreme measures to find and provide the parts is further confirmation that he wanted the repairs done at any expense

We have a home warranty with HSA They have been called about times to try to resolve an electrical problem, and sent a contractor out - who never did anything Now they won't even take our calls Waste of hundreds of dollars

Hello, We have received the above complaint However, we did not see any any details for this customer Therefore at the moment we are unable to review any information that may be on filePlease note that we will be more than happy to assist this customer in resolving this
issue If possible, please direct this customer to send an e-mail to Andrew at ***, and further assistance will be provided as soon as possible Thank you

Initial Business Response /* (1000, 5, 2016/06/21) */
Contact Name and Title: ***, General mana
Contact Phone: 775-852-
Contact Email: ***
Case Number ***
Re: ***
I would like to address *** issues
The boat was brought to to us on
4/21/of which we explained that we were backed up approximately week before we could look at the boatOn 4/29/we evaluated the boat and checked extensively to verify the problemThere was NOT a power supply problem to the fuel pumpWe tested the fuel pump relay and the power supply all the way down to the pumpWe had power to the pump itself however, the fuel pump was seized up inside (most likely from being ran too long dry with out fuel going to the pump) therefore the pump was deemed defectiveWe informed the customer that he did need a new fuel pump and again, he explained that he just replaced the pump (which he purchased from another dealer)
Per *** Service Bulletin 2004-05R1, just the pump is not available and the entire pump and fuel cooling system needs to be replaced*** did in fact purchase the entire fuel kit, but chose to only replace part of the kitI am still not sure why he did not go back to the dealer that sold him the pump originally for further assistance
On May 14, we began to replace the fuel pump assemblyOn removal we found the fuel lines were kinked and ruined from a previous improper installationThe kinked fuel lines restricted the flow of fuel to the fuel pump causing irreparable damage to the fuel pump
After knowing what caused the fuel pump to fail in the first place we were confident that we needed to replace the complete fuel pump kit per *** Service Bulletin along with the new fuel lines that were previously damagedThere was an extra delay in ordering the fuel lines since we did not discover that until we were trying to complete the jobOnce everything was replaced we tested the operation multiple times and ran the engine for 30-minutesFurthermore, the customer notified me the he returned the defective part to the original dealer for a full refund on the original part that was installed incorrectly
Unfortunately, the customer did experience a similar problem shortly after picking the boat up and notified me immediatelyWe immediately took another look at the issue and discovered the power connector had loosened (possibly from multiple times being removed correctly or incorrectly)We replaced the connector and as a courtesy we replaced the fuel pump relay to give the extra reassurance of eliminating all possible future problemsThe total cost of additional labor was $plus parts, shop supplies and tax, which was NOT charged to the customer
In summary the fuel pump was in fact bad and needed to be replaced therefore we do not feel that the customer is entitled to any type of refundThe damaged fuel lines were a direct reason why the fuel pump went badAll the parts were returned to the customer and we showed him the damaged fuel lines and we were in all agreement to the reason why the pump failedThe customer successfully returned the damaged fuel pump and the entire kit he did not use for a full refundWe replaced the pump kit per the *** Service Bulletin to ensure that all the components fit together properlyWe repaired an additional issue at No Charge along with other parts to ensure that the customer would not have any further problems
Initial Consumer Rebuttal /* (3000, 7, 2016/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I had mentioned to the Sales Person involved that after the second time, that the problem seemed to be electrical but instead they changed/checked everything except the electrical which would have been a lot cheaper than what I was stuck with paying in the beginningIt was only when I had mentioned I had no more money for them to charge me is when they proceeded to fix what they felt would have fixed the problem and told me they did not charge me for labor or parts.my point I am getting at is I feel I had been forced to spend rediculouslyI think they went the expensive route firstI had tried to put my trust into the professionals and they seemed to have purposely steered me wrongI feel I should get at least $refunded (Labor Cost)I just feel it was extremely unfair the way they went about the whole situationApparently they must feel the same or they would not have done the last repair at no charge
Final Business Response /* (4000, 9, 2016/06/27) */
Case Number: ***
We do sympathize with the customer in this regardWe spent additional labor to verify our original diagnosisPrior to any service we discussed with the customer our diagnosis and received approval from the customer to proceedIf I have felt we did anything wrong we would have already resolved this matterOur A plus rating with the Revdex.com will testify to our business principles
The customer has not denied the fact that fuel pump was bad along with the fuel lines from a previous improper installationThe customer requesting a refund on the labor for changing a part that was bad, of which he got a full refund for it being bad is not reasonableFurthermore, the labor to replace the fuel lines would also be approximately the same as it was to replace the fuel pumpTherefore, the labor charged is justified and should not be refunded
The services rendered were approved by the customer and were also absolutely necessaryThe customer has not denied any of these points and will agree that these parts were in fact bad
However, Custom Boat and Marine will offer to remove the parts that were installed and charged for, we will offer a complete refund for labor on the fuel pump and fuel lines including the partsWe will charge the customer for the electrical parts and labor that the customer is adamant was the only problemThe customer can now purchase the parts from a dealer of his choice and either install the parts himself or pay to have a service facility install the parts
The total compensation that the customer would receive after we removed the parts and offered a full refund would be:
Parts
Fuel Pump Cooler$
Line Kit$
Line-Fuel$
Line-Fuel$
Labor$
Shop Supplies$
Tax$
TOTAL.........$1,
Less service Performed that was not charged
Labor......................................................$
Shop Supplies.............................................$
Parts$
Tax$
Total (not previously charged)$
Balance owed to the customer after parts are removed by Custom Boat & Marine: $1,
Custom Boat and Marine requires that we remove the parts off the engine to ensure that we are getting the same parts we installed and that are not damaged from improper removalFurthermore, this will need to be done before July 1, to help ensure these parts do not get damaged before hand
In summary, the parts replaced were defective; the customer returned these parts he installed for a refund from the dealer he purchased them fromThe customer previously approved the total expense of the service including parts and laborAll parts were returned to the customer for verificationAnd the customer has not denied these facts
Final Consumer Response /* (4200, 11, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Number one the boat is no longer in RenoNumber I do not trust that manufacture that company anymore I will not return there for business at allI think if I was to bring it moor Damage would be done

Thank you for the opportunity to respondWe place significant emphasis on professional and consistent delivery processesWe track all complaints and follow upOur records show we received the original delivery complaint on June 28, and follindicated that there was a delivery issue to
that householdThe carrier has been replaced and a follaudit indicates that the customer is now receiving regular newspaper deliveryI've attached a copy of our delivery resolution process.

I have been waiting for three weeks for my HSA Warranty service to fulfill its obligation to repair my dishwasherNot once has HSA or the service tech contacted me to provide an updateI have called three times to request informationAll I'm told is "parts have been ordered"Three weeks for parts seems excessive and is certainly a poor customer experienceNo ETAs provided, no expectations setPoor service

We’ve received a message from the below customer earlier this morning, and we made arrangements to provide a *** Return Label in order to have this item retrieved and replaced

Initial Business Response /* (1000, 5, 2018/01/25) */
Contact Name and Title: [redacted]
Contact Phone: 775-852-
Contact Email: [redacted] brought his boat in on March 31, He had communicated prior to, that he and a friend had been working on the boat themselves
of which he had purchased parts from us dating back to August When the boat was dropped off originally, all [redacted] asked for was to properly connect the shift cables he bought back in August and check the shift operation from difficulties they incurredThe lower unit was stuck in forward gear from improper work previously completed by the customer and/or another partyCustom Boat performed those repairs and informed the customer the work was completed
Apparently there was a miscommunication that the customer wanted more service done than initially requestedUpon further evaluation we found other issues that needed to be resolvedThis is a much older boat and motor of which no other service center would even look atWe found that many parts needed to move forward were NO LONGER AVAILABLE or OBSOLETEWe were able to find after market parts and/or used partsWe informed [redacted] that parts are difficult to get and not being able to get these parts from a source that would warranty any potential issues was a great concernWe also informed [redacted] that the potentials repairs could exceed the value of the boat
April 11, we did perform a compression test (#1-117, #2-105, #3-114, #4-99), at that time the compression was viable and the customer's accusation of not properly checking certain aspects is not validatedWe tried to save the customer money every step of the way when possibleWhen parts become obsolete we try to inform the customer of the potential risks involvedThe customer proceeded to find parts on his own, purchase them and requested us to install themUnfortunately, one issue needs to be resolved before another issue can be addressed and this was the case needing to repair certain problems to identify further concernsIn the spirit of saving time and money, we only repaired what was requested at that time of which the customer authorized prior to the repairs
After the initial lake test and poor performance, the boat was returned for further work on the carburetors and fuel pumpThe impending carburetor repairs were previously noted as a potential concern as they were flooding over and noted on the original invoice #[redacted]We all hoped that the carburetors and fuel pump would not have needed to be rebuilt previously but eventually needed to doneThese repairs were again estimated and the cost was discussed with [redacted] and approved by [redacted] to be completedThese repairs were completed and further tested at Custom Boat and Marine on our Dyno verifying that it pulled pressure and that the motor was performing as best as it possibly could based on its age and wear
It is truly an unfortunate circumstance, however, the invoice date and completion of the final repairs was June 17, There are many concerns that may have occurred in the past seven-(7) months that have not have be reportedCustom Boat and Marine feels that we did our best to address the customers concerns and educate him on the potential issues that may arise from a boat of this age and increasing amount of obsolete partsIf the boat was not repaired properly, these issues should have been addressed much earlierAny issues of workmanship and labor, Custom Boat could have addressed these concerns in a more timely manner and possibly helped with labor expenses under our ninety-(90)day warranty on labor
In summation, Custom Boat only performed the work the customer requested using the parts he purchased direct through means not known to Custom BoatWe did not pressure him to buy these parts, nor can we warranty parts that we do not know the origin fromCustom Boat informed the customer the cost of the repairs prior to performing the repairs and only by the authorization by the customerFurthermore, Custom Boat only billed a fraction of the time incurred in repairing old parts and wiring that we had no previous control overCustom Boat not procuring the necessary parts that were obsolete was in fact our way of saying the boat is not worth working onAnd the customer going through extreme measures to find and provide the parts is further confirmation that he wanted the repairs done at any expense

We have contacted the customer, and this matter has been resolved.  Best regards,AndrewCustomer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Thank you for the opportunity to respond. We place significant emphasis on professional and consistent delivery processes. We track all complaints and follow up. Our records show we received the original delivery complaint on June 28, 2017 and follow-up indicated that there was a delivery issue to...

that household. The carrier has been replaced and a follow-up audit indicates that the customer is now receiving regular newspaper delivery. I've attached a copy of our delivery resolution process.