ComplaintsforCitimarine Store

• Initial Complaint

  08/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called Citimarine and talked to a guy about buying a marine air condition. The current ac was a 9K and Webasto discontinued the 10K in the blue series. I asked do I get the 8K or 13K and he said 8K. When I received the unit the control box lid had a screw that wouldn't come out. Either stripped to the rivet nut was spinning so I used pliers to hold it and removed it. At this point I wasn't worried about cosmetic looks because it would be hidden and I need to get the job done. The ac was way too small and wouldn't cool the room. I called Webasto and talked to a tech and he said he would have never recommended that small of an ac for my application. I called to have it returned and ordered the right size ac. I knew there would be a 15% restock fee and I was okay with that. It was my fault for asking Citimarine for their advice when I should have talked to the factory. When I received the refund they charged me 25%. I called on Friday and the lady said the extra 10% is because I drilled

  

  Business response

  09/28/2021

  Business Response /* (1000, 5, 2021/08/26) */ Hello *******, First of all, we want to thank you for being a loyal customer having purchased from us on a few occasions already. We apologize for the difficulties faced with this particular unit, and hope we can resolve this. Our sales guys are trained and sell an extensive amount of marine air conditioning units on a regular basis. They are quite skilled at sizing units by now, with very little returns due to incorrect info provided. An 8k unit can generally replace a 9k unit without issues. As to the Webasto tech saying he'd never recommend the unit, if the 8k was so far off, then the original 9k wouldn't have been cooling much better and you would have noticed this. It's quite possible that the 13k would have been far too many BTUs for the size of the room, if the 9k was in fact cooling sufficiently. Please understand, we provide the best advice possible, with our understanding after many units sold. In the end, the unit wasn't the correct size, and we honored the return per our Return Policy, in which we state that all marine air conditioning units are subject to a 15% restocking fee for inspection, repackaging, and restocking. In this particular case, the control box was drilled and screwed into (please see first & second image attachment) and the control itself was damaged beyond ability to resell (please see third image attachment). We charged the extra ******* beyond the restocking fee for the cost of these parts, and *** ***** our customer service representative, called to inform you of this. In this case, we could have suggested that you check with Webasto or an installer prior to suggesting the unit, so that you could be 100% sure that it was the correct size. We do not know the dimensions, location and performance of your particular boat. We're growing a business, work honestly and honorably, and are doing the best we can as we go. We refunded the ******* cost of the damaged parts to you as an act of good faith, and hope we can move past this and continue working with you in the future. Any questions or if we can be of any more help, please just let us know. Thanks, ****** ******, ** CEO / Owner Citimarine Store Consumer Response /* (3000, 7, 2021/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again the nut rivet was stripped from the factory and I had to use pliers to get the screw out. Nothing was drilled on nor did I have a drill for the install. All this could have been resolved if the owner would return calls which I have never received to this day. I also ordered a water pump which was never shipped and told him to cancel it. I paid *** for a membership and now he will not ship out my orders. I would like my *** membership refunded and we will never do business again. Business Response /* (4000, 11, 2021/09/16) */ Good Evening, We have refunded your *** for your membership, and we currently understand your position, but we did call you many, many times and you avoided all of the calls, emails or any type of response to us. Please find the 4 attachments with the emails and chats that we tried to talk to you and no response was given about the previous orders. Regards, ****** ******, ** CEO / Owner Citimarine Store

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