ComplaintsforStroud & Son Marine Sales

• Initial Complaint

  09/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sold us a brand new boat 2019 with warranty. We only used 20 hours on it. We take it in for maintenance because engine light came on and they charged us ****** for new sparks pulls and oil change. They promise to refund the ******* But refuse to do any services for free. We are still making payments and never missed a payment. They are not holding up their part of of the original agreement for free maintenance and oil changes. Sold us a brand new boat 2019 with warranty. We only used 20 hours on it. We take it in for maintenance because engine light came on and they charged us ****** for new sparks pulls and oil change. We are still making payments and never missed a payment. They are not holding up their part of of the original agreement for free maintenance and oil changes.

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/09/28) */ We sold this customer a new boat in 2019, and we appreciate their business very much. On a Suzuki outboard the oil light will blink when you've reached 20hrs for the first service. Free service/maintenance is not covered under warranty, I'll attach the page out of the Suzuki warranty manual that clearly states that it is the customer's responsibility in order to honor their warranty. The customer dropped the boat off and signed a work order authorizing us to perform the service. Our Suzuki factory trained technician performed an annual service on the motor which includes new engine oil (approx 6 qts), new oil filter, new lower unit gear oil, new fuel water separator, new engine fuel filter, new spark plugs, greasing fittings/prop shaft, running diagnostics, etc. The annual service on the 115 and 140 hp Suzuki runs just under **** with labor and tax. This service is very routine and we have done over a thousand in the last 17 years since we became an authorized Suzuki dealer. I have never had anyone expect their routine maintenance to be free until this customer. We don't want our customers to be upset or unsatisfied so we mailed a full refund check on 9/22/2022 since they claimed they didn't know they would be charged for it. Of course we can't continue to do their future services for free - it certainly wouldn't be fair to all of our paying customers. We have many customers that bought their new boats at other dealers and choose to bring their boat here for service because we are reasonably priced and offer a more comprehensive service. I have been involved in the marine industry for almost 30 years, many of those years as a technician myself, and have never seen where a manufacturer or a dealer maintains/services customers' boats for free. Maintenance and upkeep on luxury items such as boats certainly aren't cheap, but has to be factored into the cost of ownership. This customer's Suzuki motor is still under manufacturer's warranty for covered repairs but that has nothing to do with normal wear and tear, maintenance/service and upkeep. We have never advertised or agreed to service any of our customers' boats free of charge, that wouldn't be economically feasible because of all the maintenance that is required to keep a boat/motor safe and seaworthy. Suzuki does allow their customers to service the motor themselves to honor the warranty with proper documentation such as receipts proving purchase of authorized Suzuki parts.

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