Retzlaff Marine

We have worked with Retzlaff marine for about three years. We first came to work with them due to their certification through Honda. We had issues with a Honda outboard that couldn't be rectified by another local provider.

They diagnosed and fixed the problem. They have since provided winterization and storage services to us. Their pricing is fair, and I have a lot of confidence in their work. They are easy people to work with, and local.

I would recommend them.

Review: On Monday July 29 I call the Retzlaff and asked if they perform 100 hour tune ups on Jet Boats. I was told yes, that it was $170, which was 2 hours labor plus parts. I talked to my husband and we decided to go with this company. On Thursday Aug 1, I called and was told it would take a couple of days to complete and that we should have the boat back by mid the following week. On Friday afternoon when my husband dropped off the boat, my husband asked about the rubber top hull peice, he was told it would cost over $800 to replace and a couple hours labor. My husband asked about the transducer for the depth finder and was quoted over $500 and a couple hours labor. We joked about their min of 2 hours labor. On Wednesday Aug 7th we still had not heard back from Retzlaff so my husband called them. [redacted] at Retzlaff told my husband that there was many issues with the boat. That they would have to tear about the gas lines etc and that it would cost over $500, that the oil was burnt and that their was major repairs that needed to be done on the hull. We were told this was going to run thousands of dollars and did we want to go any further. My husband said no, not until we check it out. [redacted] neglected to tell my husband that they did not do any of the tune up that was originally requested. We were charged $150 for basically nothing. Some rocks were removed from the intake grate, they looked at the oil, and looked at the hull. No tune up work was done at all. I called and spoke to [redacted] today, Thursday Aug 8th. I told him my dissatification with what we got for our money and that the minimun should have been an oil change. He said your husband told us to stop, we were done with the inspection. I told him you were $20 away from your quote, if my husband would have known it was only going to cost another $20 and that none of the tune up was done, he would have had it done, you guys were telling him thousands and tearing apart engines, fuel lines etc. What did you expect him to say? [redacted] hung up on me. I guess he didn't want to hear the complaint. This is why I am coming to you. I do not feel that our agreement was done and I was highly overcharged. I feel like we were taken by someone with more knowledge and hoping to make a few more bucks from us.Desired Settlement: I believe that they should refund our money. At least $100 of it. I don't think $150 worth of work was done. He knew when I made the appointment that we wanted a 100 hour tune up and was told that the hull inspection was a part of it. Tune up was never done.

Business

Response:

Contract Disputes from [redacted].

The customer came in to Retzlaff Marine on Saturday 8/3/2013. He

requested that we do a 100 hour check-up. This is approximately a two

hour job. All fluid levels are checked. The over-all, condition of the

engine is cheeked,compression, spark and fuel. The drive is checked

for fluid and condition. The impeller is checked. All lights and warning

systems are checked to make sure they are working. The hull of the

boat is cheeked over for any problems. 100 Hour check-up was

requested and written on the invoice. This is what he signed for us to

do. "

On Wednesday August 7th, the technician did the check-up and noted

that there ,were lots of rocks in the intake grate to the impeller and the

impeller shows signs of damage. The battery was dead. It charged, but

the tester says it needs to be replaced. The engine computer sensors are

working and it fires, but won't stay running. [redacted] didn't mention

anything about the boat not running, so we did not diagnose anything

on this. It's not part of the check-up. This would have had to have been

noted on the invoice to be diagnosed. Gear oil very black and burnt

needs to be replace. Could just be very old or there could be a problem.

We have no history on this boat to tell if its regular maintenance had

been done. Hull is chipped and cracked and showing signs of stress.

The technician was done, but we did not have the opportunity to call the

customer when he called. We told the customer what had been found

on the check-up and he said to stop work. He didn't want anything

fixed. He came and picked up the boat, paid $147.77 for it by charge

card and never said anything about not getting the boat running. We

only charge him an hour and a half not two hours. He paid and left.

His wife then called and complained that we didn't do anything. We

explained to her that we did what was asked, the 100 hour check-up,

and he declined to have any of the work done. We had to pay the

technician to do the job. She hung up on us. He stood there saying hello

over and over into the phone.

A Tune up is something totally different that is performed on a running

engine. This engine didn't stay running. A diagnosis would have had to

been done first to see why it wouldn't stay running. The customer

declined this. The diagnostic fee is 85.00. Then the customer has to ok

the work that needs to be done once the problem is found. We do not

just do things. The customer declined this.