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Twin Cities Marine Inc

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Beacon Marine’s response to the complaint sent in from our customer in Michigan. Our customer ordered a custom canvas cover from Mills Canvas in New York. The order was placed through us, as we had done other work on our customer’s boat (our customer did not purchase her boat from us). We have been...

selling customer canvas covers from Mills for over 20 years, and have always found the company to be responsive to customer needs. Ms. [redacted] began to share with us her dissatisfaction with her Mills cover within a few months of receiving it. After we spent some time examining her cover in person, and taking a number of photographs, we sent her complaints and photos to Mills. This process went slower than Ms. [redacted] wanted, and so we tried our best to speed up the process of getting resolution from the manufacturer. In short, the manufacturer, Mills Canvas, was unwilling to replace the cover. They claimed that Ms. [redacted] had not properly cared for the cover, causing dirt stains, frayed seams, and stretching of the canvas, resulting in a loose fit. Beacon Marine agreed that the canvas had not worn well, and we witnessed and photographed her cover in enough detail to see the physical proof of the claims she made against Mills. After we pressed Mills for better responsiveness, they agreed to receive the cover back and make the required repairs/replacements. After a few days, Mills shipped the cover back to Ms. [redacted] directly. Ms. Bonder was not pleased at all with Mills work on her cover. After almost eight months of this, she was very displeased with the entire situation. We went back to Mills and talked with ownership about another attempt to repair or replace Ms. [redacted]’s canvas cover. Throughout this entire episode, Beacon Marine was not reimbursed for any of the work that was being done to resolve this situation for Ms. [redacted]. Her pressure on Beacon to refund her money was growing, as was my frustration of the lack of recognition on her part that Beacon was not in a position to cover warranty problems for custom canvas covers. Nonetheless, after the management team at Mills agreed to refund us a portion of the cost of Ms. [redacted]’s canvas if we were willing eat the balance of the loss. Through the late fall and winter, I communicated to Ms. [redacted] that Beacon would be able to move forward with a partial to full refund. But due to the season, and our inability to pick up the canvas, we thought it best to wait until February/March. Unfortunately. My father went into the hospital in the first weekend in February, and ended up passing away at the end of the month. As a small business with just 12 employees, we were somewhat disrupted as my brother and I tended to our parents during this tough time. It was upsetting to have Ms. [redacted] continue to hound us for the refund. We were taking a loss for her in excess of $1,000, yet she was unable to be patient and respectful during a difficult time for all of us. Again, it was NOT our responsibility to pay any warranty claims to Ms. [redacted], especially under the condition of the manufacturer’s claim of miss-use. The countless hours we invested with Ms. [redacted] in the interest of regaining her satisfaction and trust ended up as wasted good will. We have consistently won Customer Service Awards from all three of the boat lines that we carry, Boston Whaler, Cobalt, and Grady-White. Thus I can state with confidence that while we do make mistakes, we know how to take care of customers and keep them satisfied. This situation with Ms. [redacted] can only be made right by a full refund, according to her. And in the end, we were willing to take this loss, along with Mills Canvas, to try and resolve the situation completely to her benefit. Yet, because Ms. [redacted] needed this to happen more quickly than were able, she has now created a situation that is impossible for us to resolve. We are sorry that Ms. [redacted] is not satisfied with her custom canvas cover from Mills Canvas. We are at a loss as we consider what we could possibly due to make her satisfied. And we are at a loss as we examine the costs we have already incurred in the attempt to make Ms. [redacted] happy. Sincerely, [redacted] President Beacon Marine LLC

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Address: 1600 12th St, Two Rivers, Wisconsin, United States, 54241-3508

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