ComplaintsforBig Thunder Marine

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had our ** ****** ****** *** *** into ***** ***** **** Service Department in August of 2021 for a fuel tank leak. ***** ***** **** quoted our repair at the price of $8000.00. The job consisted of The following. Removal of the engine, generator, out drive and the failed tank. The rear birth firewall had to be cut out to access the tank as well. ***** ***** **** then Sold out to Big Thunder. Spoke with ***** ***** **** concerned due to the buy out and our vessel torn down in repair. We were assured everything would be fine and our original contract would be honored. We had paid cash for the first half of the project with the amount of $4000.00 to be paid when the project was complete. Was put into contact with the Service Director of Big Thunder. Explained we had our vessel in service with *** before the buy out for a fuel tank replacement. Let Him know we were concerned due to the buy out and was inquiring on the completion date. ***** ***** **** had given us a completion in the Month of April. The Service Director stated that our tank had never been ordered and would send us a bid to complete the work on our vessel. We received the quote by email for the amount of $8000.00 which was $4000.00 higher than our agreement with ***. Contacted the Service Director regarding the additional amount. Was told that they could not honor our original agreement with ***. After several heated Conversations we finally agreed to pay the additional amount as our vessel was torn apart at their facility they acquired. We were then told that they would not work on our vessel. After months of searching for a shop, the purchase of a trailer and months of sleepless nights we found a shop to take on our vessels repairs. Big Thunder delivered our vessel to the new shop. They sent us an Email stated they had to remove our Shrink Wrap for transport. New shop informed us the motor had damage fittings. Our Vessel is now unprotected from the weather with additional repairs and cover needed.

  Business response

  08/26/2022

  To the Dispute Resolution Department at the St Louis BBB

  
  

  I was forwarded the email below, and in my capacity as General Manager am responding to the complaint. 

  
  

  *** ******* is correct in that he had his boat with ***** ***** **** prior to our purchase of the assets (this was an asset sale only, the business entity was not part of the purchase). 

  We had originally spoken with ** ******* with regards to what it would cost to have his boat fixed with Big Thunder Marine. He's correct in that our bid was higher than his original bid, but we were under no obligation to honor any quote by the prior company. 

  After that conversation, ** ******* publicly "bad mouthed" Big Thunder on social media, and after his post on ******** we informed him we would not be working on his boat. 

  Social Media posts have consequences, and we are not interested in working with a customer who is unreasonable and immediately goes to social media because he doesn't like what he hears from us. 

  What *** ******* fails to mention in his complaint is that Big Thunder worked with the prior owners of ***** ***** **** to have them refund his original $1000 deposit. This is something that was done by Big Thunder to try and help ** ******* given the situation he was in. 

  We had no fiduciary responsibility to do this, and were trying to help him move on to a marina that better suited his expectations and budget. 

  What he also fails to mention is that we moved the boat to another marina, of his choice, at no charge. This is something we would normally charge for, but again we tried to help ** ******* with his situation. 

  It's true we had to remove the shrinkwrap off the boat because it is not meant to be towed. Either the boat had to sit where it was and not get fixed, or we had to remove the shrinkwrap. 

  I'm not sure what he's exactly referring to in regards to the new shop informing him of damaged engine fittings, but this is not something that could have been caused by anything Big Thunder did with the boat. 

  After getting his $1000 deposit back and removing the shrinkwrap at no charge, and moving the boat to another marina for no charge, ** ******* wants more? 

  After bad mouthing Big Thunder on social media? 

  Quite frankly we could have easily billed him over $1500 for what we did, and could have left him to call the previous owner himself. 
  

  I'm shocked and appalled that ** ******* has the guts to complain to the BBB about Big Thunder at all. He should be thanking us for helping him as much as we did. 

  
  

  The truth is that ** ******* bought a used boat from a private party that was so dangerous he was told not to drive it because of a serious fuel leak. The root cause of the problem is ** ******* himself. 

  
  

  We will not be doing any business with ** ******* of any kind at any time in the future, and we will certainly not be doing anything more financially for him. 

  
  

  I hope it is not the stance of the BBB that anyone can file a complaint just because they don't get their way and don't like what they hear. 

  
  

  We consider this matter closed, but if you feel the need for follow up, please contact me directly at ************

  
  

  Thank you 

  ****** ********

  General Manager
  

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