ComplaintsforOverby Marine Sales & Service, Inc.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see the attachment with the explanation and photos. He is refusing to correct the damage with my boat and said he determined it was "pre-existing" and said they might have photos but are unable to produce photos showing pre-existing". I can tell you the damage was not pre-existing.

  

  Business response

  04/26/2022

  Mr. ****** contacted us regarding needing work done on his 2006 ********* **** Boat. We completed service as requested, including an oil change, and anchor light repair. Mr. ****** asked us to check his fuel gauge that was inoperable. Our technician determined it was bad, and then replaced it with a new gauge. When our Service Writer called Mr. ****** to tell him his boat was complete, he informed Mr. ****** that the fuel gauge was in fact bad and was replaced with a new gauge. Mr. ****** then said, "You son of a bitch, you got me". Indicating that we replaced the gauge without his consent and that he now had to pay for the job. At that time, *********, our service writer, offered to take out the gauge and him not pay for the job. He refused and said it was ok to leave the fuel gauge in the boat. Mr. ****** in his complaint stated that the gauge had a piece of silver tape on the gauge, and it was cracked. That was the clear adhesive film put on glass or plexiglass when shipped to prevent damage. Our technician left the clear film on the gauge so it would not get scratched while in our care. The gauge was not cracked or had tape on it, it was the shipping clear film from the factory that had not been removed yet. Mr. ****** was also very argumentative the whole time he was here and did not seem to be happy with everything we told him or offered to him. We asked him what we should do to make him happy, and he said, "To provide better customer service, and offer a discount on the repair bill". So, we did offer him a discount again, he told us it was not necessary, but we did insist, and he did accept in the end of the conversation. Earlier in conversation he also threatened our Service Technician with "you don't know what I have under my belt", indicating that he is capable of doing something more to hurt him or hurt our business. We did offer to remove the gauge in question, and he declined. We did offer him a discount on the total work order, which he accepted and then paid his credit card bill of $942.64 total. On 4/22/22 we received a credit card dispute that he has put in. Even though he agreed and did come into the store to pay for his Service and Repairs on his boat with his credit card in hand. He did receive the Oil Change, New Gauge, anchor light repair, and labor. In his original BBB complaint, he asked for Explanation of Charges. He does have a work order that has an explanation of charges, which he uploaded to the complaint. He also has been explained to him by our service manager all the charges before his payment, he agreed to it by making payment in full of his bill with his credit card in hand. Regarding Mr. ******'s complaint of the cracked dash panel, there is no proof that it was or was not cracked when it came into our shop. So, it is our word against his. This boat is 16 years old, and dash panels do get brittle and can crack easily the older they get. This part is in direct sunlight every time the boat is taken out. Our technicians are trained to let us know if they accidently damage boats during repair, and the technician did not indicate to us that it was any damage he caused. The technician who worked on his boat has been a boat technician for 40 years and is experienced enough to let us know if anything happened in his care. Also, plastic is to where you can tell if it is a fresh crack or break, and those cracks were dirty and worn, and did not appear to be a fresh crack in the dash panel, in our professional opinion. There is absolutely no reason we should give him a refund after he accepted the bill as it was with the discount on there. He also received and accepted a service and anchor light repair that was not an issue, that was part of the $942.64.
  Mr. ****** has been a difficult customer this whole experience and cussing at and threatening our service writer who is trying to help fix your broken boat, is unacceptable. Yes, we did tell him he is no longer welcome here at our business. We asked him what would make him happy, he said more customer service, we gave that, and he was still not happy with that. We have been in business 51 years, and unfortunately cannot make every customer happy, as in this example.
  

  Customer response

  04/28/2022

  Unfortunately, his response is not accurate or truthful and does not answer my questions. I standby my statement. I have 30 years of public service and I have never and would never imply I have something under my belt or make any threats, this is Mr. Overby's way to dodge the issues of not contacting me before approving work to be done that raised the bill from 300 to over 1000 dollars and to not address and admit the damage to my boat's dashboard. I realize he is a large business in a small community but his arrogance, untruthfulness, and lack of customer service will eventually come out.

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