Y Marina, Inc.

Subject: FW: Complaint ID#***, I was able to speak with *** *** on the phone this morningWe are going to refund the total amount paid for the two service repair orders that Mr*** had paid forHe is in the process of perhaps trading his boat in for a newer model at Nixon’sI asked to please get back to me if there issues he is facing were going to affect the trade value, within reasonMr*** said he would be willing to do thatThe check for Mr*** will be written today 5/and will go out to his home address in Reedsport, OR in tomorrows outgoing mail Ryan L***Operations ManagerY Marina, Inc.P: 541-888-***F: 541-888-6036C: 5***@ymarinaboats.comwww.ymarinaboats.com

This is the first-time hearing from Mr. [redacted] since our Service Manager, Chris, went to Roseburg to help him with his engine trim issue. We were unaware of how upset he truly was until I received this message yesterday. I would absolutely no trouble working with him on his previously paid services,...

as well as paying for the service at [redacted]. In fact, Chris had already left a voicemail with [redacted] at [redacted] letting him know that Mr. [redacted] may be contacting him, described the issue that he was facing, and let him know to be really good to [redacted], because he has been through a lot and is a really nice guy. I called and left a voicemail at the number that on the complaint yesterday afternoon, probably around 4pm. I am hoping I get a call from him today so I can speak with him about a fair amount to refund him for his troubles. As for the service itself, I will absolutely agree, it was a mess. Per the diagnosis, the technician thought the initial seal would solve the problem with the leaking tilt system, but clearly it did not.  So, we had to move to plan B which was the replacement of the tilt mechanism. We did not charge [redacted] any labor for the trim system replacement due to the misdiagnosis. As for the wiring on the mechanism, when Chris went to the customer home to try and fix the problem, he did not see any issues with the wiring that would have caused the trim relay to go out, but without a diagnosis from [redacted], I will not know for sure. It very well could be. As for the scratch, it was another mistake by our team, which I would love to have repaired for him while his boat it at [redacted], or wherever he can have the work done. As for the technician, yes he is relatively green. Over the past two years I have had two 20+ technicians retire. Unfortunately, recruitment for marine technicians, especially to our area, is very difficult. This technician has a degree from MMI, and has been trained and certified to complete the work. We are adapting him to work in an actual shop outside of school, and we feel he is coming along nicely. I am going to try and contact Mr. [redacted] again today, to try and work out a refund amount for his troubles. In addition to this I have absolutely no problem paying for the repairs to be completed at [redacted]. Once I speak with [redacted], I will call [redacted] and approve the work and payment. I am not sure if he has already scheduled this service. We feel horrible about this whole situation and want to make it right for the customer. I wish he has contacted me first so we could have resolved this even more quickly. I will keep you posted on our conversation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: bought a 26ft sea swirl boat in December of 2012

with a warranty that started in the spring of 2013 the boat was supposedly went through and they said nothing was wrong with the boat well to my surprise there was 12 things wrong with the boat and trailer with the trailer we had to replace the receiver, 4 new tires, the springs had to be replaced because they were not heavy enough for the boat which they collapsed when we took it on vacation. we found that there was 12 things wrong with the boat and trailer. [redacted] paid for almost everything except for the problems with the trailer that were not on the warranty. I was told that was in good condition witch it was not. Had problems with the boat again when on vacation called [redacted] and he approved me to take it to [redacted] in Port Clinton Oh after taking it there he refused to pay the bill of $424.49 Plus half of the fuel pump that had to be replaced in order for the boat to run Sum of $755.54Desired Settlement: I am seeking the balance of 755.54 for the other half of the fuel pump witch had to be replaced in order for the boat to run. Plus repair of the boat in Port Clinton Oh

Business

Response:

Initial Business Response /* (1000, 6, 2013/10/12) */

Y marina had oked repairs to be made at [redacted] in port Clinton. When the repair order was sent back to y marina we paid for everything on the billing except for the labor for the fuel pump and fuel pump pricing. As per the billing from the dealership, the fuel pump was replaced per request from [redacted]. No issues related to the fuel pump being bad, but owner wanted the fuel pump to be replaced. I [redacted] told [redacted] to have [redacted] send me a letter stating that the fuel pump was bad and needed to be replaced. As of 10/10/2013 I have not received this letter from the boat dealership, just a email stating that [redacted] had talked with them and they were going to send it over.

If for some reason [redacted] did receive this stating that the fuel pump was bad land needed to be replaced, I have no problem refunding [redacted] the repairs for this. Y marina just can not replace parts for assumption. if [redacted] has this letter, then please send it over for the refund of $755.54.

Final Consumer Response /* (3000, 8, 2013/10/17) */

(The consumer indicated he/she DID NOT accept the response from the business.)

because the dealer did not pay the bill from port Clinton Oh but he did pay part of the bill fro [redacted] of Madison the bill from port Clinton is $424.49 and we will fax the letter to [redacted] today and the bill states from [redacted] that they suggest to replace the fuel pump that is $755.54

Final Business Response /* (4000, 10, 2013/10/28) */

To date we have paid out 4 checks to the customer for repairs, they are as follows.

#XXXXX - $149.99 (Antenna replacement, broken in shipping) 02/20/2013

#XXXXX - $1,683.70 (Repair Reimbursement) 6/11/13

#XXXXX - $938.24 [redacted] Repair Reimbursement) 08/19/2013

#XXXXX - $755.54 (Water Pump Repair Reimbursement) 10/21/13.

If the last check was not already received, it should arrive shortly.

If you have any other questions regarding what has been paid to the customer, check numbers, paid dates, etc. Please contact [redacted], XXX-XXX-XXXX or [redacted]@ymarinaboats.com

The owner, [redacted], is out until 11/18/13. I will be handling the claim until he returns.