Business ProfileforOffshore Performance Marine, LLC

In May I took my twin engine Trophy Bayliner to Offshore Performance Marine. I explained to **** the owner that my steering went out. **** agreed to check it out. I live about 90 miles from Offshore. After a couple of weeks of no communication from Offshore. No cause for steering failure, no estimates and no prior work approval. I called the office. I think I spoke to ****. ****** girlfriend. I asked what was going on with my boat? She said she would check and get right back with me.Another week or more went by, no communication. I again called Offshore. **** told me at this time that the company they order parts from was hacked by hacker who placed ransomware on their system and no telling when I could get parts. I ended the conversation. I waited more than a week after that. I then called and left a message on offshores voice mail. I told them that since their parts people had ********************* issues that if he couldn't get the part in by July the 4th. I would come and ***********. **** called me the next day at home. He was loud and aggressive. He stated that I was to come and pick up my boat immediately, that day. I told him i couldn't until thur. He told me he would put my boat out on the street. I reminded him thur. He said ok I will charge you 100 dollars a day storage. I told him we could address that in court. He said for you record the part was not because of *********************. He ordered the part from Murcury. I asked why did your girlfriend tell me that then? He changed the subject. He then yelled F--kyou and hung up on me. I picked my boat up thur. 6/29/23. If I could give them less than one star it would be a minus. I will never do business with them again. Very unprofessional to me.

The first thing I am going to address is ****************** assumption as to who is who here at this office.  First off my name is ***************************** and I am the rightful owner of this business, not **** as the complainant (************** has mentioned), please refer to Sunbiz.org for correct information regarding the ownership of the business.  ************** brought his boat to us (this boat is a **** Trophy with **** motors on it, it has been poorly taken care and has issues well beyond what we addressed and will continue to have problems) after contacting us via phone call on May 2nd, 2023, he put his boat in the water at a local ramp and was never able to start it and leave the ramp.  The complainant brought the boat to us that afternoon, I asked numerous questions about the boat, he stated it wouldn't start, claimed there was only approximately 400 hours on the motors, he stated the motors were run about 4 months prior, he heard them run but never water tested the boat prior to purchase.  He also mentioned to ************** prior to leaving that he thought there might be steering issues. Within a day we checked out the boat and found one battery to be low and charged both as necessary, he was contacted on May 4th and ************** discussed the battery issues and he explained that the steering pump wasn't even hooked up so we took care of that as well and was notified he could pick up the boat at his convenience.  The complainant picked up his boat on May 9th, 2023, at that time he was notified of numerous issues with the boat again and paid his bill at around 10:16am.  He then called our office at around 11:36am that same morning, stating he had to get towed back to the ramp due to no steering and was bringing the boat back.  ************** explained that one part for the steering could be well over $1000.00 and that there again were many more issues with the boat, he mentioned he needed to get his money straight and wanted to only address the steering issue at this time.  He never asked for full diagnostics or any estimates prior to repair, he just stated again he needed to get "his money straight" and to only repair the steering issue at this time.  That part was ordered through Mercury Marine on May 15th, 2023 and paid for, at the time of the order it was notated that the part was backordered until July3rd, 2023.  Backorder issues are not uncommon in the marine industry due to supply chain issues.  The complainant called our office on June 5th and spoke to me (*****************************) and I discussed with him the backorder issue, I told him I could double check on the date and call him back, he stated there was no need and he would check back, I stated that would be fine.  On June 19th, *************************************************** I stated I would check the date while I was on the phone with him, *************/Mercury site was operating very slow due to an IT security incident the prior week so I was unable to check the date while he was on the phone, but he did not express any concern.  Once I hung up I was able to get in and check the date and it had been moved to July 31st, 2023.  On June 23rd, 2023 at approximately 437pm (we close around 10:30am on Fridays, this is notated on ****** business.  The complainant stated that if we couldn't get the part by July 4th, 2023, he would be removing the vessel and taking it to someone who could get the part, which is impossible unless he buys something used.  That being said, my technician called him the next morning at 6:59am and told him to remove the vessel that day, that the part was on backorder with Mercury Marine and that the ransomware he brought up had absolutely nothing to do with not being able to get the part and he was never told that by me, I just had explained that day that site was operating slow but again this had nothing to do with ordering or parts being delivered.  He was told he would be charged storage, he stated he would take all this up in the court system, at no time was profanity used and the subject was never changed as there was nothing to change it from or to.  He stated he would be here the next Thursday.  His invoice was completed and he was billed only for the labor for the work that was done and a restocking fee for the cancellation of the part which is standard operating procedure here at my facility and it was a special order so we are charged the same.  The customer came in on June 29th, 2023, and wanted to write a check, he was told at that time cash would be the only form of payment accepted due to his threat of legal action and not being local to the area.  He wanted a copy of the work order and the print out we showed him from Mercury that acknowledged when the part was ordered, he was told none of this would be possible, he wanted this to be able to show the next technician that works on the boat.  He left the premises and went and got cash, came back and paid his bill.  I am sorry that ************** had a bad experience but we do explain to everyone that patience is key with repairs and ordering and that we would notify him when it was completed, we also extended him a courtesy, since this was a special order part and paid for prior and in this normal situation we would normally take a deposit which was not done but as I stated we extended him a courtesy to try and help him a bit.