ComplaintsforFive Star Marine, Inc.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The issue with this company is that they present a false advertisement and charges for service not rendered along with up-selling and/or profiting. Five Star is a boat trim pump rebuild business. They request that you send the product needing rebuilding to their facility. They advertise their rebuild service with a set price of $650 in their on-line site (cart). You then receive a call telling you that you need all these parts and upped the price to $1150. An online chat (The Hull Truth) showed numerous complaints on this issue. The picture advertised on their store site present a refinished product. My boat mechanic received the shipment of the rebuild pump along with the invoice and immediately called me to inform me of his dismay and said this was poorest rebuild he has ever seen. The mechanic also pointed out in the invoice showing refinished cylinder. I talked to the owner, *****, about my concern. He said I should not own a boat if I cannot afford the cost. I told him that he was falsely advertising. I also asked why the product was not finished and all he said was that cost more (not according to invoice). The cost of shipping more than doubled, I paid $21 to ship the product. I was told that it cost $50. The secretary said it was because it cost more for others so I make up the difference. Sounds like extortion. ***** questioned how I shipped it. I told him, I followed his instruction of shipment within site order page. All ***** could do is whined about much it cost him to shred the paper and stuff it in the box? It seems that owner rather insult you and tell you to live with it? This company should be investigated.

  Business response

  09/27/2023

  I have no desire to go back and fourth over this transaction. The unit we received from the customer was a salt water unit that needed all new seals as well as a new electric motor because it was rusted and not fit for service so it was replaced that was $230 as well as the tilt cap was oval in shape which means it needed to be replaced $125 as well the cylinder was scored from being run with low oil that was an additional $50. We called him to notify him of the parts that were needed to be replaced he gave us approval to continue with the rebuild. Even after we gave us approval when it was time to pay the bill he gave my office staff a very hard time about the amount and demanded we pay for the shipping and that we were making "profit" on shipping. (I think to myself god forbid we make a profit so we can pay everyone and keep the lights on). He went on to explain to me he paid $35 for shipping through *** and we are charging him $50 which is published on our website. I explained to him we not only insure these packages but we have a shipping department and between the labor and packing material and box and tape and *** charging us $45 we are loosing money on shipping but thats the way of the world now with inflation. He then began to tell me he was on a fixed government income and did not have extra money to send on this repair. Frankly I dont know what to think to myself when I hear this from a person *** never met before. If you are on a fixed income from the government YOU SHOULD NOT OWN A BOAT PERIOD. Unless you make a living on the water owning and operating a boat is a luxury nothing about owning a boat is cheap and if you can't afford it you shouldn't own it. He hasn't even received the unit back at this point, after he received it he called yelling at my office staff about it not being repainted. We charge $150 additionally to sand blast and epoxy coat units. He opted not to get this done which would have been even more money. So after he got my staff all frazzled I called him back to see what was going on and he demanded we refund him $200 which I can't understand the logic here but he wanted $50 back for shipping and $150 for the paint job that he was going to do at home. We charge $150 to refinish the unit he opted not to get this done and now he wants us to pay him $150 so he can paint his own unit. He also believed these units should have free shipping and or it should be included in the rebuild price. So he basically is telling me if we dont refund him $200 im going to regret it so here I am writing a novel about a customer who we wish never sent us anything to begin with and my employees dont need this kind of aggravation its not fair to them and thats what bothers me the most. Im a business owner and unfortunately in today's world owning a business thats open to the general public is like being a human punching bag to every person who has an opinion as to how you should run a business when the guy your talking to is living off of my tax dollars and has a theory that profit is wrong. Ive been in the marine industry since I was ************************************** the last 10 years people have absolutely lost their minds. But at the end of the day your just have to smile and keep your head up because this guy isn't the first and won't be the last. I blame the parents or lack their of. 

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