Star Nail and Pedi

In October, 2014, the customer contacted us regarding damage to his boat when he hit something on the bottom of Lake Winnebago As October and November are peak winterizing season for us, we let him know that we would not be able to get price quotes for him until the winterizing season was over We also explained that we needed the insurance company to contact us after he submitted the claim, and that we would work with his insurance company to get the props ordered (standard practice).On March 23rd, 2015, we still hadn’t heard from the insurance company, and we start doing our spring ordering for repairs, so we e-mailed the customer to let him know that we were still waiting to be contacted from the insurance company State Farm was the insurance company, and per our experience with them in the past, we don’t start anything until we hear from the claim adjuster to ensure we follow their process for appropriate claim submittal Again on April 7th we contacted the customer as we still had not heard from the insurance company The customer response (no date because sent via cell phone) was the e-mail address for the State Farm claims, including what the subject line needed to read.Response from customer (no date because sent via cell phone): “They sent me the check, but of course I had to send it off to my loan company to get signed They will sign it and turn it around overnight delivery I sent it out on Saturday so hopefullyI will have it back by the end of the week My wife was wondering if you would have an approximate date on having the boat in the water I know we are in the back, but people are beginning to ask about early spring trips Just let me know.On April 8th we e-mailed the customer and stated: “The time frame for your boat going in depends on the weather conditions and the time frame on getting your props, but I will say as soon as I can get to it in the back, I’ll get it in (estMay 10th), let me know when you get the check out to me so that I can order the props promptly”.On April 16th, we responded that we would order the parts due to an e-mail from customer that the check was in the mail (no date because customer used cell phone).On April 21st we responded that we received the check and would place the order due to an e-mail from the customer asking if we received the check (no date because customer used cell phone).On May 5th customer e-mailed to check on status of props and when the boat would go in the water.On May 13th we e-mailed that we had one prop in, but that the ETA on the second one was June 10th thru June 16th (this one had to be made yet).Several texts in May referred to the boat being put in the water due to the one prop not arriving and customer wanting to use his boat Other texts in May discuss the need to order a seawater pump, which was ordered and installed.Approximately July 1st, customer inquired about the status of the 2nd prop.On July 7th texting went back and forth about the delay in the props being shipped, and the estimated time for delivery of July 10th.On July 9th, we texted saying that the prop came in, and asked if they would be using the boat this weekend The customer responded “Not until the props get on We would like to use it on Sunday before we go on vacation for a week on Monday Could you get them on, balanced, and check the shafts before then?On July 9th we texted “keys?”, because there were no keys in the boat for us to take it out to install props as planned We had called in one of our part time mechanics to help take the boat out and get the props installed We waited for a half an hour but then sent the mechanic home because we still didn’t have keys Later that evening the customer responded “oops, we trolled out to watch the fireworks on the 4th and I brought them home Habit I will drop them off tomorrow morning around 10am Does that work?On July 11th the boat was taken out of the water so that the work could be done to change props (including balancing and checking shafts) The work was done on the boat, and the boat was put back in the marina at our earliest availability which was Monday, July 13th Customer was notified that the boat was back in the water and ready for use.It is always our goal to provide the best, most timely service to our customer We are working with the companies we ordered the props from to understand why so many delays, and incorrect information about the delivery dates We will also work with them to try and get a discount on the price of the props that we will pass on to the customer for the inconvenience they experienced In our years of experience in the marine business, we have never experienced this much difficulty in getting props from the manufacturer We understand that the special order props can take longer, but should not have taken this long I am forwarding a letter of apology from the vendor to you so that you can see that a lot of this delay was out of our hands.Our apologies to the customer (as we stated in many communications), and we are happy that he will be able to finish out the rest of the summer with his boat fully functional We will keep him posted of responses from the vendor regarding any discount they may offer.Thank you for the opportunity to respond to this concern Please let me know if you need any of the documentation proving the conversations above This is not inclusive of all communication, but does cover the main points.Respectfully, [redacted] B.D.R.T., LLC

In October, 2014, the customer contacted us regarding damage to his boat when he hit something on the bottom of Lake Winnebago.  As October and November are peak winterizing season for us, we let him know that we would not be able to get price quotes for him until the winterizing season was...

over.  We also explained that we needed the insurance company to contact us after he submitted the claim, and that we would work with his insurance company to get the props ordered (standard practice).On March 23rd, 2015, we still hadn’t heard from the insurance company, and we start doing our spring ordering for repairs, so we e-mailed the customer to let him know that we were still waiting to be contacted from the insurance company.   State Farm was the insurance company, and per our experience with them in the past, we don’t start anything until we hear from the claim adjuster to ensure we follow their process for appropriate claim submittal.  Again on April 7th we contacted the customer as we still had not heard from the insurance company.  The customer response (no date because sent via cell phone) was the e-mail address for the State Farm claims, including what the subject line needed to read.Response from customer (no date because sent via cell phone):  “They sent me the check, but of course I had to send it off to my loan company to get signed.  They will sign it and turn it around overnight delivery.  I sent it out on Saturday so hopefullyI will have it back by the end of the week.  My wife was wondering if you would have an approximate date on having the boat in the water.  I know we are in the back, but people are beginning to ask about early spring trips.  Just let me know.On April 8th we e-mailed the customer and stated:  “The time frame for your boat going in depends on the weather conditions and the time frame on getting your props, but I will say as soon as I can get to it in the back, I’ll get it in (est. May 10th), let me know when you get the check out to me so that I can order the props promptly”.On April 16th, we responded that we would order the parts due to an e-mail from customer that the check was in the mail (no date because customer used cell phone).On April 21st we responded that we received the check and would place the order due to an e-mail from the customer asking if we received the check (no date because customer used cell phone).On May 5th customer e-mailed to check on status of props and when the boat would go in the water.On May 13th we e-mailed that we had one prop in, but that the ETA on the second one was June 10th thru June 16th (this one had to be made yet).Several texts in May referred to the boat being put in the water due to the one prop not arriving and customer wanting to use his boat.  Other texts in May discuss the need to order a seawater pump, which was ordered and installed.Approximately July 1st, customer inquired about the status of the 2nd prop.On July 7th texting went back and forth about the delay in the props being shipped, and the estimated time for delivery of July 10th.On July 9th, we texted saying that the prop came in, and asked if they would be using the boat this weekend.  The customer responded “Not until the props get on.  We would like to use it on Sunday before we go on vacation for a week on Monday.  Could you get them on, balanced, and check the shafts before then?On July 9th we texted “keys?”, because there were no keys in the boat for us to take it out to install props as planned.  We had called in one of our part time mechanics to help take the boat out and get the props installed.  We waited for a half an hour but then sent the mechanic home because we still didn’t have keys.  Later that evening the customer responded “oops, we trolled out to watch the fireworks on the 4th and I brought them home.  Habit.  I will drop them off tomorrow morning around 10am.  Does that work?On July 11th the boat was taken out of the water so that the work could be done to change props (including balancing and checking shafts).  The work was done on the boat, and the boat was put back in the marina at our earliest availability which was Monday, July 13th.  Customer was notified that the boat was back in the water and ready for use.It is always our goal to provide the best, most timely service to our customer.  We are working with the companies we ordered the props from to understand why so many delays, and incorrect information about the delivery dates.  We will also work with them to try and get a discount on the price of the props that we will pass on to the customer for the inconvenience they experienced.  In our 20 years of experience in the marine business, we have never experienced this much difficulty in getting props from the manufacturer.  We understand that the special order props can take longer, but should not have taken this long.  I am forwarding a letter of apology from the vendor to you so that you can see that a lot of this delay was out of our hands.Our apologies to the customer (as we stated in many communications), and we are happy that he will be able to finish out the rest of the summer with his boat fully functional.  We will keep him posted of responses from the vendor regarding any discount they may offer.Thank you for the opportunity to respond to this concern.  Please let me know if you need any of the documentation proving the conversations above.  This is not inclusive of all communication, but does cover the main points.Respectfully,[redacted]B.D.R.T., LLC