Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my boat propeller to NE Propeller through a dealer (Twin City Marine in Central Fall RI). The propeller came back to the dealer recently and I was told by the dealer that there were told by NE Propeller that the propeller was not serviced by them. The propeller was damaged by me during the fall boating season as I hit some sand in a low water area. I removed the propeller myself and examined the damage. The tip of the three blades were slightly bent and to be honest I did not consider the repair to be that difficult. Today I went to the dealer to retrieve my propeller and when I opened the box and looked at it I was horrified. There were deep gouges in the area of the tips of the blades and chunks of material were now missing from each blade. It looked like it was either worked on by someone who had not idea what to do or some machine malfunctioned. I was told by the dealer that the propellers were late coming back from NE propeller due to a polishing machine failure. I have to wonder if that is what happened to my propeller - the machine damaged it. I called NE propeller after getting home with it and a man answered the phone. I told him that they destroyed my propeller and denied it, yelled at me on the phone and then hung up on me. If they cannot supply a replacement propeller then I want to be compensated the value ($190)

  Business Response

  Date: 04/11/2022

  When we received this propeller, it was severely damage. We took one look at it and rejected the propeller. It was not work on by us at all and returned to Twin City Marine in the condition it was received. This customer was irate the moment I picked up the phone and was unable to help him because he was yelling at me from the beginning of the call. I spoke with Twin City Marine and they had the same experience with the customer. He was yelling at them about the propeller not being repairable. I am always more than willing to work with a customer and sell them a new propeller at a discount but this customer did not allow me to try and help out. The machine that is broken is a s/s polishing machine and his propeller was never in the machine. The motor is broken and it was not running at the time. It is not the cause of any issues with this customers propeller.

  Customer Answer

  Date: 04/11/2022

  Better Business Bureau: 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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.  The person at NE propeller is lying about everything.  I never raised my voice with Twin City Marine and in fact told them that they were not responsible and merely asked for the phone number at NE propeller to deal with them directly.Attached is another photo of the propeller after they worked on it with proof of what they did.  You can clearly see tool ****s on the blade that run from center to top (vertical in the photo).  It is physically impossible for any contact with an object that is rotating at high RPMs to make these ****s as they would have to be across the blade.  This area would not have been affected anyway as only the tips contacted the object and not that far down.  This is proof that NE propeller is lying.Sincerely,**** ***** 

  Business Response

  Date: 04/11/2022

  I am not lying about anything. I just responded to what Twin City Marine told me.Okay, so I can see we did some heat work on this prop now that I have seen this second picture.I was telling what I knew the first time by memory, we have a lot of props going through the shop.The blades are so thin that it melted the edge.  Again, this is why the repair was rejected. too much damage, blades are too thin, too much welding on this blades to fix.Again, I am happy to give him a good discount on a new propeller.Tell him to contact me by email and I will give him a quote.  [email protected]

  Customer Answer

  Date: 04/12/2022

  Better Business Bureau: 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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.  The business owner and I have exchanged private email over the last couple days which started out civil but the the business has again resorted to bullying and intimidation which I will no longer tolerate.I was offered to purchase an ACME propeller from them after I described in my email that only the original shaped blade propeller would work.  I explained this to them and instead offered for them to pay for the used price of a propeller that I can get from a known source for $190 plus shipping and I would send them the invoice to prove the purchase. At this point the business went off topic and started sending me pictures of signs in their building about worn propellers and told me that I was out of line for asking for reimbursement. I will no longer correspond with them privately and only go through the BBB.  Unless I am reimbursed than I would recommend that the negative correspondence and lack of cooperation be on their permanent record so others can see how they did not own the damage, then admitted it and then refused to make it right.  No way to run a reputable business. Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. FAQ Regards, ****    

  Business Response

  Date: 04/13/2022

  I tried my best to help this customer.  I have not done any thing in the emails that he claims.I just tried to explain to him that all props are not repairable.He wants me to pay for a used prop to replace the damaged prop that he sent me.If I could have fixed his propeller, it would have cost more than the used prop his is buying.I don't feel that we are responsible as a company to buy him a new propeller.We did not damaged the prop in the first place, he admits and has pictures of the damaged prop he sent us.I consider this matter close on our part and I am sorry that I could not help him out.  We have a great reputation for service and quality of work and repair thousands of propeller a year. Thanks, **** ****

  Customer Answer

  Date: 04/13/2022

  Better Business Bureau: 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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.  The propeller that went to this business was never damaged in the first place.  It only went there for polishing.  I am refuting everything that the business owner has claimed and want to be compensated for a brand new item.BBB at what point do you get involved and see the thread of lies and deceit the business is spewing ?I need to know what is at the end of this so I know the outcome. Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. FAQ Regards, ****