Thayer's Marine & RV

Mr [redacted] brought the boat in for a starting issue, he stated the engine would not start He tried to repair himself by changing the starter When his attempted repair failed, he determined himself that his flywheel needed to be replaced, resulting in him contacting us Upon our inspection we found the engine was seized Removal of the drive was done for two reasons, one to make sure the drive was not frozen, causing the engine to freeze, and two to install a special tool into the engine coupler to try and turn the motor over, both of which are common practice in the marine industry Mr [redacted] was not charged for launching the boat, but that charge was to load the boat onto his trailer and raise his two outdrives so he could trailer the boat home All of the charges to Mr [redacted] are fair and true, and no allegations were made, and we are truly apologetic to Mr [redacted] 's confusion regarding his experience here at Thayer's Marine, Inc Lastly, due to our practice Mr [redacted] was able to repair the engine at minimal expense to himself once his insurance declined coverage With this being our 50th year in business, and national brand CSI scores of over 95%, plus business increasing by over 30% annually this year, our proven track record speaks for itself You cannot be a successful in this information age if you do not put your customer first

Mr*** brought the boat in for a starting issue, he stated the engine would not start He tried to repair himself by changing the starter When his attempted repair failed, he determined himself that his flywheel needed to be replaced, resulting in him contacting us Upon our inspection we found the engine was seized Removal of the drive was done for two reasons, one to make sure the drive was not frozen, causing the engine to freeze, and two to install a special tool into the engine coupler to try and turn the motor over, both of which are common practice in the marine industry Mr*** was not charged for launching the boat, but that charge was to load the boat onto his trailer and raise his two outdrives so he could trailer the boat home All of the charges to Mr*** are fair and true, and no allegations were made, and we are truly apologetic to Mr***'s confusion regarding his experience here at Thayer's Marine, Inc Lastly, due to our practice Mr*** was able to repair the engine at minimal expense to himself once his insurance declined coverage
With this being our 50th year in business, and national brand CSI scores of over 95%, plus business increasing by over 30% annually this year, our proven track record speaks for itself You cannot be a successful in this information age if you do not put your customer first

Mr ***,s boat was in fact seized at time of us first checking out mr *** felt it was an issue with his flywheel but the issue was do to water ingestion do to poorly maintained manifoldsHe did authorize tear down of engine to allow the insurance companys marine surveyor to inspect at time of
tear down it is common practice to preserve motor from further damage this was done with both customer and insurance best interest in mindWhen insurance cowas informed by not one but two surveyors that the cause was not a covered issue Mr *** informed T***s not to repair he would if in fact the motor is now repaired and running Mr *** should be appreciative of the precautions in which he and his insurance payed for cause the way I see it a lot of money was saved with the lack of needed to replace engineAll charges were in order or insurance cowould have denied at time off approval for tear downI'm sorry for Mr ***s unhappiness but did nothing without approval and did everything to protect his boat with his best interest in mind Rich T***

Mr*** brought the boat in for a starting issue, he stated the engine would not start He tried to repair himself by changing the starter When his attempted repair failed, he determined himself that his flywheel needed to be replaced, resulting in him contacting us Upon our inspection we found the engine was seized Removal of the drive was done for two reasons, one to make sure the drive was not frozen, causing the engine to freeze, and two to install a special tool into the engine coupler to try and turn the motor over, both of which are common practice in the marine industry Mr*** was not charged for launching the boat, but that charge was to load the boat onto his trailer and raise his two outdrives so he could trailer the boat home All of the charges to Mr*** are fair and true, and no allegations were made, and we are truly apologetic to Mr***'s confusion regarding his experience here at Thayer's Marine, Inc Lastly, due to our practice Mr*** was able to repair the engine at minimal expense to himself once his insurance declined coverage With this being our 50th year in business, and national brand CSI scores of over 95%, plus business increasing by over 30% annually this year, our proven track record speaks for itself You cannot be a successful in this information age if you do not put your customer first

Complaint: ***
I am rejecting this response because: This is a lie, I was told the engine was full of water immediately when in fact that was not the case what so everIf they didn't lie about the engine needing to be replaced, I wouldn't have filed this complaint and my boat would of been repairedThey never asked for authorization to pull the outdriveI called them and advised them the surveyor asked for the heads to be removed to inspect the engineIf the drive needed to be removed to determine the cause, who authorized it and why didn't the insurance company pay to remove and reinstall it? As I stated in a previous statement, they held my boat hostage until I paid the full amount which was charging me for minutes of work to the sum of $I had no choice to pay or not get my boat backThese business practices are totally unacceptable.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The statement Thayers provided is not trueFirst of all, the insurance company authorized them to only remove the heads from the engine which they didThayers also removed the outdrive from the boat which wasn't needed for diagnosis and the insurance company would not pay for or asked them to doAlso, Thayers told the insurance company the engine was full of rust and water and the oil was milky with water in it which also was a lieIf they had not told the insurance company the engine was frozen the boat would of been repaired for a fraction of the $estimate which was given to replace the engineWhen I advised them I was not going to have them repair it they insisted on me paying for installing the outdrive back on which should have never been taken off and relaunching the boat which they did not doThis business practice should not be allowed, I had no other choice but to pay the bill in order to get my boat backI firmly believe I should be refunded the charges for reinstalling the outdrive and launching of the boat
Sincerely,
*** ***