ComplaintsforBoats & Motors

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a starter for my boat engine, after installation the starter start when I turn the ignition key on,called back the store they suggested to bring back the starter to check it out ,they suggested to buy another one different brand so I did and they said that they will not refund me the money till after the manufacture checked out the first one which when I purchased it specifically I asked about the warranty and they said for one year no question asked .the second starter have same issue so they suggested that switch key is bad,I purchased the key and went back and installed it,same problem .so I reinstalled the original starter the issue didnt occurred.I went to rebuild place for generators and starter and they told me that the new starter has a different wiring configuration and they told me what do and I did and the new starter working fine,I called the store excited that I solved the issue and here what happen:She said that theyre is nothing wrong with the starter come to the store and pickup the starter we do not refund money and hang up on me without giving me the chance to talk and telling her that she might sold me the wrong starter to fit this boat wiring,I felt insulted from her by doing this.even when I purchased the second starter she gave me a receipt showing a returned balance,without crediting my credit card.Two days later she send me an email offering me $60.00 in refund ,I asked her to pay me back 80% of the value of the starter not asking her how much time I spent going three times to the store trying to get the starter to work and time to install.Im asking you to help me .

  Business response

  10/18/2023

  Boats & Motors                                                                                                                          October 18. 2023
  **********************
  *********, ** 01880
  **************
  RE: Complaint 20727972
  
  Better Business  Bureau
  ********************************
  ********, ** 01752-1927
  **************
  
  The customer purchased a starter for his boat. He called to say that as soon as he turned the key on, the engine started. The starter should not engage by turning the key to on. The key must be turned to the start position to engage the starter. We told him either something on his boat was wired incorrectly or he had a bad ignition switch. We told him it was unlikely that it was a defective starter. We explained how to test his wires to find the issue. We spent a lot of time on the phone trying to help him. He asked what the wires on the relay solenoid do, indicating his lack of experience in this area.  He then stated that he had been disconnecting and reconnecting wires in this area for this job. We asked him if he owned a 12 volt test light. We did not get an answer. We explained that he had to check the wiring and find the wire that was cranking the engine when it was not supposed to. We suggested that he should have it looked at by someone more familiar with motors. He did not follow our instructions and assumed his ignition switch needed to be replaced. He bought an ignition switch. He called back and said that it was still doing the same thing with the new switch. We again explained that he needed to find the problem with his boats wiring. He came back to the store with the starter. He said he was no longer confident in this manufacturers starter and wanted to buy a starter from a different manufacturer. He bought the second new starter. I told him that I would send the first starter back to the manufacturer, and if it was found to be defective, he would be refunded in full. At no time did I state that there was a one year no questions asked warranty.  After installing the second starter, the customer called to say that it was doing the same thing. He then said I sold him the wrong starter. I told him to bring it back with his original starter and we would compare them. He called me the next day to say he had consulted a starter shop and they showed him how to rewire the new starter to make it work. The problem lies somewhere in the boats wiring, as there is nothing on two new starter that would require changing wiring. He refused to check his boats wiring as we instructed. I told him that where the first starter was not defective, he could pick it up and save it as a spare or resell it. He felt that was not right and he wanted a refund. I told him that I couldnt do that as the starter was not defective. He continued to argue, I told him I was not going to continue this conversation, I was sorry he wasnt happy, and said goodbye. Electrical parts such as starters are non returnable. It is posted in my store. He tried to return a beat up, used looking starter that I cannot sell. Both of his starters were not defective. We tested the original starter and it worked as it should. Nearly all marine suppliers, as well as automotive suppliers have a non returnable policy on electrical parts. However, they are under warranty if proven defective. I offered him $60.00 back when he comes to pick up his other starter. He declined my offer. The $60.00 was my profit on the starter. I do not want to make a profit on both starters.                                                                 MaryHurley, owner Boats & Motors
  

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