FONT-FAMILY: "Arial", sans-serif; COLOR: black'>In October of 2015, Mr. [redacted] asked us to remove and inspect the gear case from his engine for impact damage. He wanted to file an insurance claim. We discovered after disassembly of the gear case, it was determined internal parts were beyond repair. It took .75 of an hour to remove the gear case and disassembly took 3.5 hours. At this point we had to research and located all the parts it would take to rebuild the gear case. That took us an hour as well.
On 11/16/2015, Kokomo Marine faxed a claims report to [redacted] showing a quote of $4169.18. The quote included parts and 9.5 hours of labor.
Mr. [redacted] called after insurance declined his claim and he asked us to re-file a new claim to cover his deductable and a complete lower unit, which we declined to do, due to the fact that this would be a fraudulent act.
In March of 2016, Mr. [redacted] called and said he had purchased a used gear case from an online source. He asked us that when it arrived, would we be willing to install the gear case. We agreed to install it with the understanding that it would cost him 1 hour of labor.
On March 18, 2016, Mr. [redacted] brought in his boat and replacement gear case around 12:00pm. When he dropped off his boat, the representative told Mr. [redacted] that it would be a few days before his boat would be done due to other boats in line ahead of him. Mr. [redacted] agreed, signed his service ticket, and left his boat on the side of the road in front of the business. Around 2:00pm, he called asking why his boat was not being worked on. We explained to Mr. [redacted] again that it would be next week before his boat would be complete. Mr. [redacted] became very angry on the phone, saying we never told him it would take that long. A call was made to the Service Manager (who was at home sick) to ask how he wanted this situation resolved. The Service Manager approved us putting a rush on it. We installed the replacement gear case and numerous missing parts. That was a total of 1.5 hours. At 4:15PM, Kokomo Marine called Mr. [redacted] and informed him that his boat was completed.
When Mr. [redacted] arrived at Kokomo Marine (around 4:25PM), he was unhappy about the bill. Mr. [redacted] stated that he should not have been charged more than 1 hour total. Mr. [redacted] said “it only takes ½ hour to remove and ½ hour to install”. We tried to explain to Mr. [redacted] details of his bill, but he would not listen. He became belligerent and rude, and starting cussing in front of other customers. Mr. [redacted], then stated he would pay us $20.00 a week until his bill was paid, and he was taking his boat. Kokomo Marine would not approve that “deal”. Mr. [redacted] left, but realized that his boat was not able to be retrieved since it was still in our service bay. Mr. [redacted] came back in again, stated he would pay us $342.08 (which was ½ his bill) and the other half in 2 weeks. Once again, that was not a “deal” that Kokomo Marine was willing to take, as we are a business, not a credit institution. Mr. [redacted] threw his credit card at the counter person and told us to “run his [redacted]ing bill”. Kokomo Marine processed the credit card transaction, and asked for his signature. We also asked him to sign his service ticket. At that time, Mr. [redacted] thought it was be appropriate to write an obscene word on the bottom (as you will find in the attachment.). Mr. [redacted] was then told that we would not release the boat without his signature even though the ticket was paid. He then signed his service ticket and left to retrieve his boat. During the retrieval process, Mr. [redacted] informed the service technician (that worked on the gear case) that “he (employee) worked for a [redacted] company”. After attaching his boat to his vehicle, Mr. [redacted] then found it appropriate to leave the business lot with his vehicle horn blaring.
Until Mr. [redacted] wishes to apologize to the owner of Kokomo Marine, Violet L[redacted], he will not be allowed on premises or served as a customer.
Sincerely,
Dale [redacted]
Kokomo Marine
Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mercury marine only allows 1 hour to tear down gear assembly and .7 to remove and reinstall....thats a total of 1.7 hours period....of course I wasUpset at being ripped off....and never offered 20 dollars a week offered to make two payment which was denied and they hurried and put boat inside like I was going to steal it...Bottom line is the work only calls for 1.7 hours not 5.5....its pretty simple!
Regards,[redacted]
FONT-FAMILY: "Arial", sans-serif; COLOR: black'>In October of 2015, Mr. [redacted] asked us to remove and inspect the gear case from his engine for impact damage. He wanted to file an insurance claim. We discovered after disassembly of the gear case, it was determined internal parts were beyond repair. It took .75 of an hour to remove the gear case and disassembly took 3.5 hours. At this point we had to research and located all the parts it would take to rebuild the gear case. That took us an hour as well.
On 11/16/2015, Kokomo Marine faxed a claims report to [redacted] showing a quote of $4169.18. The quote included parts and 9.5 hours of labor.
Mr. [redacted] called after insurance declined his claim and he asked us to re-file a new claim to cover his deductable and a complete lower unit, which we declined to do, due to the fact that this would be a fraudulent act.
In March of 2016, Mr. [redacted] called and said he had purchased a used gear case from an online source. He asked us that when it arrived, would we be willing to install the gear case. We agreed to install it with the understanding that it would cost him 1 hour of labor.
On March 18, 2016, Mr. [redacted] brought in his boat and replacement gear case around 12:00pm. When he dropped off his boat, the representative told Mr. [redacted] that it would be a few days before his boat would be done due to other boats in line ahead of him. Mr. [redacted] agreed, signed his service ticket, and left his boat on the side of the road in front of the business. Around 2:00pm, he called asking why his boat was not being worked on. We explained to Mr. [redacted] again that it would be next week before his boat would be complete. Mr. [redacted] became very angry on the phone, saying we never told him it would take that long. A call was made to the Service Manager (who was at home sick) to ask how he wanted this situation resolved. The Service Manager approved us putting a rush on it. We installed the replacement gear case and numerous missing parts. That was a total of 1.5 hours. At 4:15PM, Kokomo Marine called Mr. [redacted] and informed him that his boat was completed.
When Mr. [redacted] arrived at Kokomo Marine (around 4:25PM), he was unhappy about the bill. Mr. [redacted] stated that he should not have been charged more than 1 hour total. Mr. [redacted] said “it only takes ½ hour to remove and ½ hour to install”. We tried to explain to Mr. [redacted] details of his bill, but he would not listen. He became belligerent and rude, and starting cussing in front of other customers. Mr. [redacted], then stated he would pay us $20.00 a week until his bill was paid, and he was taking his boat. Kokomo Marine would not approve that “deal”. Mr. [redacted] left, but realized that his boat was not able to be retrieved since it was still in our service bay. Mr. [redacted] came back in again, stated he would pay us $342.08 (which was ½ his bill) and the other half in 2 weeks. Once again, that was not a “deal” that Kokomo Marine was willing to take, as we are a business, not a credit institution. Mr. [redacted] threw his credit card at the counter person and told us to “run his [redacted]ing bill”. Kokomo Marine processed the credit card transaction, and asked for his signature. We also asked him to sign his service ticket. At that time, Mr. [redacted] thought it was be appropriate to write an obscene word on the bottom (as you will find in the attachment.). Mr. [redacted] was then told that we would not release the boat without his signature even though the ticket was paid. He then signed his service ticket and left to retrieve his boat. During the retrieval process, Mr. [redacted] informed the service technician (that worked on the gear case) that “he (employee) worked for a [redacted] company”. After attaching his boat to his vehicle, Mr. [redacted] then found it appropriate to leave the business lot with his vehicle horn blaring.
Until Mr. [redacted] wishes to apologize to the owner of Kokomo Marine, Violet L[redacted], he will not be allowed on premises or served as a customer.
Sincerely,
Dale [redacted]
Kokomo Marine
Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mercury marine only allows 1 hour to tear down gear assembly and .7 to remove and reinstall....thats a total of 1.7 hours period....of course I wasUpset at being ripped off....and never offered 20 dollars a week offered to make two payment which was denied and they hurried and put boat inside like I was going to steal it...Bottom line is the work only calls for 1.7 hours not 5.5....its pretty simple!
Regards,[redacted]