Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about 3/27/24 contacted ******* ***** , Performance Mobile Marine to go over my boat and check it for any mechanical/safety issues. He was referred to me by ****/************************** and I was told he was the only licensed company to work on boats in the slip. I contacted his office and finally spoke with him on or about March 25th/26th. He told me his hourly rate and said he would check it over. I requested he do so asap so any issues could be fixed before I came back to ****** to ******. On 5/8 when I returned he had literally just finished looking at the boat. I asked him what he found, installed new battery. (I told him in advance it needed one). He said he repaired a fuel leak. I questioned that in my own mind because we had run the boat and never smelled fuel or noticed a leak. He said it needed a new power steering pump and he would replace it after I left and just to keep an eye on the fluid level. I had asked him to ensure that all gauges were working properly, he said they were. I took him for his word and asked him how much I owed him. He said the bill was $390. I paid him $500 cash and put the information on the back of his business card he had given me. We had agreed that he would install and repair other items on the boat and the difference would be credited to my account. He stated he would email me a receipt along with the details of work performed. I decided after months of phone conversations and text with *******, his secretary and "NO" work getting done, on Friday August 23rd I let him know I no longer wished to use his services and I needed my $110 returned to me along with the statement showing the work I paid him for. He told me he would take care of it on Monday ,August 26th. Today is Monday October 7th and I still have not gotten a response. I last reached out to him on Sunday October ****** my dealings with this company I find a lack of follow through, poor customer service and zero integrity. The company has all my contact informayion.

  Business response

  11/19/2024

  Dear ***** ******,

  Thank you for bringing this concern to our attention. At Performance Mobile Marine, we prioritize customer satisfaction and strive to address any issues promptly and fairly. We regret that the customer felt dissatisfied with their experience, as it is always our goal to deliver quality service.

  The customers boat is over 30+ years old and presented significant challenges due to its age and the unavailability of replacement parts. Despite our efforts to locate the necessary components, the parts could not be sourced. We advised the customer that they would need to find the required parts themselves, at which point we would gladly complete the installation. Unfortunately, the advanced age and original components of the boat made this process particularly difficult.

  To address the customers concerns, we would like to clarify the breakdown of charges and our resolution. The customer paid a total of $500, which included:

  $150 for a new battery (installed as part of the service), and
  $240 for two hours of labor, which covered additional work completed on the boat as acknowledged by the customer.

  While the labor included completed work, as a gesture of goodwill, we are refunding the labor charge of $240 and the remaining balance of $110, leaving only the $150 cost of the battery as the final charge. This refund, totaling $350, will be sent by mail to the VA address the customer provided.

  We also apologize for the delay in responding to this matter. The mailbox at ************** is rarely checked, and unfortunately, this communication was not seen until recently. We regret any inconvenience this may have caused.
  We sincerely hope this resolution demonstrates our commitment to customer satisfaction. We wish the customer the best with their boat and remain available to assist them in the future if they are able to locate the necessary parts.

  Thank you for your time.

  Sincerely,
  ******* ***** - Owner

  Customer response

  11/19/2024

  Yes the boat is older, however there was never ANY discussion of not being able to get parts or any discussion of any particular parts needed. All parts needed for a engine tune up, and other issues are readily available. I have since purchased all parts needed in my findings (not that of Performance Mobile Marine, *******) directly through Mercruiser. Everything we asked  ******* to install was provided and he viewed and approved  the equipment. The items they were to install were not even engine specific. Exception, power steering pump, belt, plugs, cap,rotor, fuel filter. Power steering pump purchased and installed by myself as well as tune up parts.The bottom line is Performance Mobile Marine, ******* did not follow through with the work and is now trying to blame his months of failure on the age of the boat. He never once stated he could not do the work because he couldn't get parts! He never stated he didn't want to work on the boat because of its age! He never sent an invoice or a receipt of his payment received. The response shows his lack of integrity. I wish more of the people that have issues with this company would come forward with official complaints. 

  The mechanic's that took over the work have had NO ISSUES getting  Mercruiser parts for this boat.

  Sincerely, 

  ******* Baker 

   

   

  Customer response

  11/19/2024

  I responded in an earlier  document once it is entered into the record  for others to see. I will accept Performance Mobile Marines settlement offer if refund is received in a timely manner and the check actually clears the bank.

  However it does not excuse the months of promises and NO attempts of getting the work done.

  Customer response

  11/19/2024

   
  Complaint: 22392113
  
  I am rejecting this response because: 

   

  I responded in an earlier  document once it is entered into the record  for others to see. I will accept Performance Mobile Marines settlement offer if refund is received in a timely manner and the check actually clears the bank.

  However it does not excuse the months of promises and NO attempts of getting the work done.

  
  
  Sincerely,
  
  ******* *****

  Business response

  11/19/2024

  We acknowledge your concerns and understand your frustration regarding the delays. As stated, the decision has been made to issue a refund, and the check has already been mailed. We trust that this will resolve the matter once the refund is received and cleared. While we regret the delays and lack of progress that led to this situation, we consider this matter resolved and appreciate your understanding as we bring our business relationship to a close. Enjoy the remainder of your day ** *****. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩