ComplaintsforIndependent Marine, Inc.
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Complaint Details
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Initial Complaint
06/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Upon picking up my 2020 Stingray CR250 boat I noticed damage to the decal on my boat and damage to the gel-coat. When I presented my issue to John, the owner, he had Janice take pictures and agreed to take care of the issue with the damage. Seeing I did not hear from them I called June 18, 2022 after it had been over a month and no call from John. I was then informed by Janice that the damage to my boat was there when I dropped the boat off for storage in Sept.9 2020 and she had pictures of the damage on her phone which she said the technician took in 2020 and placed in my file. Now here is the issue I have with her story. I think those are the pictures she took on her cell phone when I picked up the boat in May, 2022 and told them about the damage. Why would she have pics from 2020 on her cell phone. That did not make sense to me. I asked for copies of dated pics taken by the Tech in 2020. If she had pics on her cell phone from 2020 why did she not mention that when I showed the damage to my boat in May, 2022. Now I have been a customer of Independent Marine for about 6 years. Janice made me feel very dishonest and like a thief when she accused me of trying to pass the damage off on Independent Marine. What would be my reasoning for doing that !!!! I told Janice during our phone conversation that the whole thing about the pictures being taken in 2020 was kinda of fishy to me. Anyway I guess you know I am done with Independent Marine and I suggest customers pay attention to the condition on their boat when picking it up from storage. I really do not expect them to make good on this. Now I can tell you one thing. The person that did the damage to the boat knew it. I feel like this complaint speaks volumes.Business response
07/21/2022
Independent Marine, Inc.
1204 Whittier Highway * P.O. Box 151
Moultonborough, NH 03254
603.476.5580 (p) * 603.476.2410 (1)
www.independentmarine.cornJune 22, 2022
Better Business Bureau 48 Pleasant St.
Concord, NH 03301
RE: Complaint #174***** Code # 46******-0C35F
To Whom it may concern
This is in response to the above referenced complaint filed by customer ***** ******* regarding perceived damage to his boat by Independent Marine.
On September 9, 2020 when the boat came in for storage for the 2020-2021 winter season, the technician who winterized and inspected the boat on September 10, 2020 noticed hull damage on the boat and notated the damage on the Winter Inspection Form. Picture verification was taken at that time and forwarded to both the owner and general manager of Independent Marine. Copies of the photographs were scanned and added to the customer file on September 11, 2020 for future reference. These dates are documented in our customer data base on Quick Books and cannot be change or altered.
On June 18, 2022 Mr. ******* called and spoke to general manager Janice B***** Ms. B**** explained to Mr. ******* that she was being honest and sincere and wanted to discuss the issues with him in depth. He asked Ms. B**** if we had dated pictures and she assured him that the scans in his file were in fact dated and signed by the technician and that in addition, she had pictures on her phone that are automatically dated.
Mr. ******* then questioned why we did not have additional pictures on file from the current 2022 year and Ms. B**** explained that as the damage had been previously documented the technician did not deem it necessary to repeat the process again. Mr. ******* interpreted that explanation as "deceptive".
He then became extremely disagreeable and proceeded to disconnect the call without warning.
Due to the quality-of service extended to Mr. ******* over the past six (6) years, our technicians picture verification of damage and our consistent attempt to communicate and resolve this issue with the customer, Independent Marine does not feel that this complaint is justified or warranted.
Please see attached documentation. Best Regards,
Customer Care Representative Independent Marine, Inc.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.