Wood Boat & Motor

[redacted] *came to the dealership on 9/29/and provided us with a list of part numbers he wished to order and/or purchaseOur policy requires that our technicians obtain an engine model number and serial number prior to us ordering any parts unless the customer provides their own part numberWe did not have the requested parts in stock and the technician ordered the parts.When the parts arrived the technician noted that the requested oil filter came in a case of He called [redacted] Marine and gave them the part number that was ordered and they informed us that this was not an outboard oil filter, that it was an automotive oil filter and that it ships in cases of It is not available for purchase individuallyAttached is a Parts Information Inquiry off of the [redacted] Marine Dealer website which shows the part number the Customer was ordering, Ships in a quantity of [redacted] informed us that if they were returned to the factory, they must be prepaid postage, however there would be no re-stocking fee.The technician Called the customer to inform him that his ordered parts were in and the oil filter came in a case of The customer stated that was not right and that he only wanted oneThe technician again explained that the part number he the customer provided only came in a case of and can not be broken upThis is not a marine part, therefore our dealership would not stock this item.The technician advised the customer to come in to the dealership and to bring his model number and serial number of his marine outboardWhen the Customer did come into the dealership, he did not bring the requested serial number and refused to get it or to provide itHe only stated that he had a 130hp outboardHe was quite angry and irateThe technician brought the customer into the parts room and showed him visually on the dealer [redacted] marine website that the model that the customer stated he had (a [redacted] ***) would take an oil filter which has a part number of [redacted] This part has a retail cost of $See the attached sheet which is directly from the [redacted] Marine Parts & Accessories book which shows that [redacted] Marine uses only three oil filters and clearly lists which oil filter is to be used in his stated horsepower outboardIn addition the Customer was shown the actual parts breakdown directly from the [redacted] website for a hp outboardA copy of the parts breakdown of a [redacted] is attachedIt clearly lists the required oil filter to be [redacted] , not the one the customer ordered.Customer stated that what the [redacted] Certified Technician was telling him was bull and it did not matterThe technician also told him that he had spoken to [redacted] Marine directly and they informed us that the part number that [redacted] had provided and ordered was an automotive NOT a marine filterCustomer stated that they (***) did not know what they were talking about.The technician advised him that the case of oil filters could be returned without a restocking fee, but that [redacted] Marine does not pay for the return shipping, as it was not an error on the part of ***See attached copy of an Order Adjustment Request off of the Parts Division from American ***It clearly states all parts must be returned FREIGHT PREPAID.The technician informed the Customer that he had called [redacted] for an estimate for return shippingThe estimate was approximately $to return the complete case of 30.The Customer provided a copy of a screen shot off of [redacted] showing the [redacted] oil filter that he wantedThe sheet shows all of the models in which the filter he wanted is used on...however, none of these are a Marine Outboard applicationThey are lawnmowers, generators, etc.The customer stated he wanted to see the ownerThe Owner explained again our policy and that it was not an error on the part of the dealership or [redacted] MarineFurther he explained that the customer did not have to purchase the case but if he wanted them returned, he had to pay the required shipping chargesAgain he was told this is not a part our dealership would stock as it is automotive.The customer's parts are still here at the dealershipThe Customer did not take them when he left and stated he would be disputing the charges on his credit Card

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***. After receiving my first letter nothing has changedUpon receiving your letter from *** Boat & Motor I would like to make some of what *** said clearer to youHe stated that their policy was for me to give them an engine model number and serial number prior to orderingThis never happened - I was only asked for the numbers after the parts were received at the storeAs far as the oil filter being for a car I can't address that As I stated in my previous letter *** Marine is where I purchased my outboard motor and where I purchased the oil filterI have used this filter for years and gave *** Boat & Motor the RIGHT part numberIf only one filter was shipped as I ordered we wouldn't be having this problemWhy didn't distributor called Mr*** to confirm if he was ordering one filter or a case of filters? As far as me not taking my other parts I was told I would get nothing, to leave his store and never come back in a not to nice tone of voice.He received his payment from *** *** for parts I ordered (including filter) and I got nothing
Regards,
*** ***

[redacted]. came to the dealership on 9/29/16 and provided us with a list of part numbers he wished to order and/or purchase. Our policy requires that our technicians obtain an engine model number and serial number prior to us ordering any parts unless the customer provides their own part number. We...

did not have the requested parts in stock and the technician ordered the parts.When the parts arrived the technician noted that the requested oil filter came in a case of 30. He called [redacted] Marine and gave them the part number that was ordered and they informed us that this was not an outboard oil filter, that it was an automotive oil filter and that it ships in cases of 30. It is not available for purchase individually. Attached is a Parts Information Inquiry off of the [redacted] Marine Dealer website which shows the part number the Customer was ordering, Ships in a quantity of 30. [redacted] informed us that if they were returned to the factory, they must be prepaid postage, however there would be no re-stocking fee.The technician Called the customer to inform him that his ordered parts were in and the oil filter came in a case of 30. The customer stated that was not right and that he only wanted one. The technician again explained that the part number he the customer provided only came in a case of 30 and can not be broken up. This is not a marine part, therefore our dealership would not stock this item.The technician advised the customer to come in to the dealership and to bring his model number and serial number of his marine outboard. When the Customer did come into the dealership, he did not bring the requested serial number and refused to get it or to provide it. He only stated that he had a 130hp outboard. He was quite angry and irate. The technician brought the customer into the parts room and showed him visually on the dealer [redacted] marine website that the model that the customer stated he had (a [redacted]) would take an oil filter which has a part number of [redacted]. This part has a retail cost of $7.90. See the attached sheet which is directly from the [redacted] Marine Parts & Accessories book which shows that [redacted] Marine uses only three oil filters and clearly lists which oil filter is to be used in his stated horsepower outboard. In addition the Customer was shown the actual parts breakdown directly from the [redacted] website for a 130 hp outboard. A copy of the parts breakdown of a [redacted] is attached. It clearly lists the required oil filter to be [redacted], not the one the customer ordered.Customer stated that what the [redacted] Certified Technician was telling him was bull and it did not matter. The technician also told him that he had spoken to [redacted] Marine directly and they informed us that the part number that [redacted] had provided and ordered was an automotive NOT a marine filter. Customer stated that they ([redacted]) did not know what they were talking about.The technician advised him that the case of oil filters could be returned without a restocking fee, but that [redacted] Marine does not pay for the return shipping, as it was not an error on the part of [redacted]. See attached copy of an Order Adjustment Request off of the Parts Division from American [redacted]. It clearly states all parts must be returned FREIGHT PREPAID.The technician informed the Customer that he had called [redacted] for an estimate for return shipping. The estimate was approximately $20 to return the complete case of 30.The Customer provided a copy of a screen shot off of [redacted] showing the [redacted] oil filter that he wanted. The sheet shows all of the models in which the filter he wanted is used on...however, none of these are a Marine Outboard application. They are lawnmowers, generators, etc.The customer stated he wanted to see the owner. The Owner explained again our policy and that it was not an error on the part of the dealership or [redacted] Marine. Further he explained that the customer did not have to purchase the case but if he wanted them returned, he had to pay the required shipping charges. Again he was told this is not a part our dealership would stock as  it is automotive.The customer's parts are still here at the dealership. The Customer did not take them when he left and stated he would be disputing the charges on his credit Card.