Wildcat Auto Repair

The customer, Mr [redacted] , brought in a non-functional pull starter mechanism only--not the complete motor--on 11/12/The unit did not functionThe pawls did not extend as they should when rope was pulled and thus, would not engage the engine to start itI discussed this with him and gave him a written estimate for repairs at that time, which he signedI told him that we would do the repairs on the next business day, which was 11/15/I told him that since this was just an estimate, I would call him after disassembly with additional prices of the parts, if any, that would be requiredHe signed this estimate for and was provided a copy of it Our technician looked at the unit on 11/15/He disassembled the unit to inspect it and found that it had been misassembled previouslyBecause of this, the 10' coiled steel spring came flying out of its cup during disassemblyThis spring is never supposed to be out of the cupWhen a new one is purchased, it comes installed in the cup alreadyOur Technician found threaded hole in housing partially stripped out and thus bolt (customer refers to it as nut in his complaint) could not be tightened without addressing the underlying issuesOur Technician also found a washer installed that did not belong in assembly, causing the entire stack to be too tall which would contribute to entire assembly binding upOur Technician tapped damaged threads in housing and verified that bolt would thread into hole properly.? The Technician and I discussed what the next step should be and I authorized him to spend whatever time was required to reassemble unit knowing that this would be the least expensive and fastest way to repair the unit for the customerI authorized this knowing that our technician would have far more time into the repair than the hours in the estimate and was not going to charge the customer any more moneyThe Technician spent lots of time reinstalling spring into cupThis a very difficult procedureThe Technician then reassembled remainder of unitThere were no other parts in dire need of replacement at that timeOur technician had hours into repairing this pull starterThe customer was only charged hours as per the original estimateI never asked him for more money than what was on the original estimate.? We required no additional parts/costs to make the unit serviceable for him I left a message on the phone number the customer left for us at 6pm on 11/15/I attempted to call the phone number that the customer left for his daughter ***This phone number was disconnected Mr [redacted] came in to check on the repairs on 11/16/We told him about the repairs we performed and that the work was completedWe told him he only owes the amount he authorizedHe turned and walked out of the shop without saying anythingAs he exited, we asked him if he was coming back, and he said “in a couple days” Mr [redacted] ’s daughter [redacted] called 11/16/to inquire about the repair on her father’s behalfWe explained everything that happenedShe said she would be down to the shop soon, and would like to get a copy of the estimate that her father signedShe told us that her phone number her father left was incorrectShe gave us her correct phone number for the future [redacted] then came to Aqua Tech to pay and pick up the unitPer her request, I gave her a copy of the estimate that her father had signed authorizing the $We have attached a copy of that Estimate signed by [redacted] to this responseShe paid $193.70, exactly the same amount as on that initial estimate, signed our Repair Order, and took the repaired part with herWe have attached a copy of that Repair Order signed by [redacted] to this responseShe suggested I call her for approval if her father [redacted] ever needs anything from Aqua Tech againShe appears to handle all his finances We were surprised to get this complaint considering that Mr [redacted] and his daughter [redacted] received the repaired part in the time and for the amount that we promised, and neither he nor his daughter indicated to us that there was any issue with our work.?

Complaint: [redacted] I am rejecting this response because: the said repair is already coming apart it slipping and I can hear the metal cams knocking its the same as it was when I brought it in I am a licenced capt for over years and marine engineer I think I know what I am talking about if make a mistake people die!Sincerely, [redacted]

We are addressing the statements in the last response one by one: 1)? ? ? 1) ? ? Regarding getting confirmation on what was to be done: When [redacted] brought the pull start mechanism in and was standing at the counter talking to us in person about it, we gave him a price and gave him the chance to review it right then in personWe told him it would be $to repair itWe did also say that it could cost more than that if, when we disassembled it, we discovered that new parts were needed for it ?" we told him we would call him if there were new parts needed and thus more costsSince no new parts were needed, we proceeded with the approved workWe are sorry if that was unclear; we assumed he understood that since he signed the estimate authorizing the workWe do not do repair work for freeWe do not do disassembly for freeOur labor rate of $per hour is clearly stated on the estimate and on our signs in our storeWe do not know what he thought we were going to charge him, since the only amount ever discussed was the $ 2)? ? ? 2) ? ? Regarding replacing the pull rope:? It will not cost [redacted] “another to replace the pull rope” [redacted] never asked us to replace the pull rope or discuss the pull rope at all with us at any timeReplacing the pull rope is a fairly easy procedureWe would be happy to replace this for him for no labor charge ?" we will only charge him for the price of the parts 3)? ? ? 3) ? ? Regarding the repairs we made:? Please review our previous response regarding the repairs doneIt was much more extensive that “just tighten a bolt”We tried to go over what we did to repair it, but as mentioned in our previous response, he just walked out of our store without saying anythingHe never asked us any questions or allowed us to explain any details about what was doneWe would be happy to explain it to himThe pull start mechanism was broken when [redacted] brought it inWe repaired it per his authorization, confirmed its operation off of the motor ( [redacted] had not brought his entire motor; only the pull start mechanism) and gave the repaired part to his daughter [redacted] at the time she paid 4)? ? ? 4) ? ? Regarding the timing of the repairs:? As mentioned in our previous response, Reggie dropped off the pull start mechanism with us on Saturday November 12, He was worried about getting it back quickly because of the bad weatherWe said we would do it on our next business day, Tuesday November 15, ?" we are closed on Sundays and MondaysHe came in to check on the progress on the morning of Tuesday November 15, and we told him it was not done yet, but would be soonWhen we did finish it in the afternoon of Tuesday November 15, we tried to call him but as we mentioned in our previous response, both of the phone numbers he gave us did not work [redacted] came in on his own without calling on Wednesday November 16, which is when we told him that it was done We are a Certified, Authorized Dealer for Mercury MarineWe are a Premier Level Mercury Marine repair facility ?" Mercury’s highest quality level of serviceWe are extremely knowledgeable about these mechanismsWe have been doing this repair work on Mercury motors since our inception in 2003, and the knowledge of our technicians goes back decades longer than thatWe got into business because we love boating and boat motorsWe are a small family business with our customers’ interests in mindWe have no reason to deceive the public ?" we would not be in business if we did soWe try to address any customers’ concerns as best we can at the time? It appears that [redacted] is upset, but before this complaint, he did not discuss any of his concerns with us, and thus we could not have done anything to address his concernsAgain, we were very surprised to receive this complaintWe felt we were very clear about the cost of the repairs, as shown in our Estimate that [redacted] signedWe felt that we gave the customer more than we promised because we did not charge him for the extra labor time needed to repair itWe felt that we went out of our way to get it done for him quickly because he said he needed it back right awayAs mentioned above, we would be happy to install the pull rope for him -- if he pays for the price of the parts, we will do the labor for freeIf he wants us to do this, he will need to call and speak with Troy in advance to arrange this

The customer, Mr*** ***, brought in a non-functional pull starter mechanism only--not the complete motor--on 11/12/The unit did not functionThe pawls did not extend as they should when rope was pulled and thus, would not engage the engine to start itI discussed this with him and gave
him a written estimate for repairs at that time, which he signedI told him that we would do the repairs on the next business day, which was 11/15/I told him that since this was just an estimate, I would call him after disassembly with additional prices of the parts, if any, that would be requiredHe signed this estimate for and was provided a copy of it
Our technician looked at the unit on 11/15/He disassembled the unit to inspect it and found that it had been misassembled previouslyBecause of this, the 10' coiled steel spring came flying out of its cup during disassemblyThis spring is never supposed to be out of the cupWhen a new one is purchased, it comes installed in the cup alreadyOur Technician found threaded hole in housing partially stripped out and thus bolt (customer refers to it as nut in his complaint) could not be tightened without addressing the underlying issuesOur Technician also found a washer installed that did not belong in assembly, causing the entire stack to be too tall which would contribute to entire assembly binding upOur Technician tapped damaged threads in housing and verified that bolt would thread into hole properly. The Technician and I discussed what the next step should be and I authorized him to spend whatever time was required to reassemble unit knowing that this would be the least expensive and fastest way to repair the unit for the customerI authorized this knowing that our technician would have far more time into the repair than the hours in the estimate and was not going to charge the customer any more moneyThe Technician spent lots of time reinstalling spring into cupThis a very difficult procedureThe Technician then reassembled remainder of unitThere were no other parts in dire need of replacement at that timeOur technician had hours into repairing this pull starterThe customer was only charged hours as per the original estimateI never asked him for more money than what was on the original estimate. We required no additional parts/costs to make the unit serviceable for him
I left a message on the phone number the customer left for us at 6pm on 11/15/I attempted to call the phone number that the customer left for his daughter ***This phone number was disconnected
Mr*** came in to check on the repairs on 11/16/We told him about the repairs we performed and that the work was completedWe told him he only owes the amount he authorizedHe turned and walked out of the shop without saying anythingAs he exited, we asked him if he was coming back, and he said “in a couple days”
Mr***’s daughter *** called 11/16/to inquire about the repair on her father’s behalfWe explained everything that happenedShe said she would be down to the shop soon, and would like to get a copy of the estimate that her father signedShe told us that her phone number her father left was incorrectShe gave us her correct phone number for the future*** then came to Aqua Tech to pay and pick up the unitPer her request, I gave her a copy of the estimate that her father had signed authorizing the $We have attached a copy of that Estimate signed by *** to this responseShe paid $193.70, exactly the same amount as on that initial estimate, signed our Repair Order, and took the repaired part with herWe have attached a copy of that Repair Order signed by *** to this responseShe suggested I call her for approval if her father *** ever needs anything from Aqua Tech againShe appears to handle all his finances
We were surprised to get this complaint considering that Mr*** and his daughter *** received the repaired part in the time and for the amount that we promised, and neither he nor his daughter indicated to us that there was any issue with our work.

Complaint: ***I am rejecting this response because:Sincerely,*** ***

We are addressing the statements in the last response one by one:
1)? ? ? 1) ? ? Regarding getting confirmation on what was to be done: When *** brought the pull start mechanism in and was standing at the counter talking to us in person about it, we gave him a price and gave him the chance to review it right then in personWe told him it would be $to repair itWe did also say that it could cost more than that if, when we disassembled it, we discovered that new parts were needed for it ??" we told him we would call him if there were new parts needed and thus more costsSince no new parts were needed, we proceeded with the approved workWe are sorry if that was unclear; we assumed he understood that since he signed the estimate authorizing the workWe do not do repair work for freeWe do not do disassembly for freeOur labor rate of $per hour is clearly stated on the estimate and on our signs in our storeWe do not know what he thought we were going to charge him, since the only amount ever discussed was the $
2)? ? ? 2) ? ? Regarding replacing the pull rope:? It will not cost *** “another to replace the pull rope”*** never asked us to replace the pull rope or discuss the pull rope at all with us at any timeReplacing the pull rope is a fairly easy procedureWe would be happy to replace this for him for no labor charge ??" we will only charge him for the price of the parts
3)? ? ? 3) ? ? Regarding the repairs we made:? Please review our previous response regarding the repairs doneIt was much more extensive that “just tighten a bolt”We tried to go over what we did to repair it, but as mentioned in our previous response, he just walked out of our store without saying anythingHe never asked us any questions or allowed us to explain any details about what was doneWe would be happy to explain it to himThe pull start mechanism was broken when *** brought it inWe repaired it per his authorization, confirmed its operation off of the motor (*** had not brought his entire motor; only the pull start mechanism) and gave the repaired part to his daughter *** at the time she paid
4)? ? ? 4) ? ? Regarding the timing of the repairs:? As mentioned in our previous response, Reggie dropped off the pull start mechanism with us on Saturday November 12, He was worried about getting it back quickly because of the bad weatherWe said we would do it on our next business day, Tuesday November 15, ??" we are closed on Sundays and MondaysHe came in to check on the progress on the morning of Tuesday November 15, and we told him it was not done yet, but would be soonWhen we did finish it in the afternoon of Tuesday November 15, we tried to call him but as we mentioned in our previous response, both of the phone numbers he gave us did not work*** came in on his own without calling on Wednesday November 16, which is when we told him that it was done
We are a Certified, Authorized Dealer for Mercury MarineWe are a Premier Level Mercury Marine repair facility ??" Mercury’s highest quality level of serviceWe are extremely knowledgeable about these mechanismsWe have been doing this repair work on Mercury motors since our inception in 2003, and the knowledge of our technicians goes back decades longer than thatWe got into business because we love boating and boat motorsWe are a small family business with our customers’ interests in mindWe have no reason to deceive the public ??" we would not be in business if we did soWe try to address any customers’ concerns as best we can at the time? It appears that *** is upset, but before this complaint, he did not discuss any of his concerns with us, and thus we could not have done anything to address his concernsAgain, we were very surprised to receive this complaintWe felt we were very clear about the cost of the repairs, as shown in our Estimate that *** signedWe felt that we gave the customer more than we promised because we did not charge him for the extra labor time needed to repair itWe felt that we went out of our way to get it done for him quickly because he said he needed it back right awayAs mentioned above, we would be happy to install the pull rope for him -- if he pays for the price of the parts, we will do the labor for freeIf he wants us to do this, he will need to call and speak with Troy in advance to arrange this

Complaint: ***I am rejecting this response because: the said repair is already coming apart it slipping and I can hear the metal cams knocking its the same as it was when I brought it in I am a licenced capt for over years and marine engineer I think I know what I am talking about if make a mistake people die!Sincerely,*** ***