Business ProfileforGrove Marine

Grove Marine did a total of $15000 work on my boats over the past 6 months. The first time using my boat in the water, I had engine problems. This was supposed to be addressed by Grove marine. I called Grove Marine and and they told me that it was pretty much my problem and they were not coming out. Left me stranded in the middle of Grand Lake. I asked them to fix my motor again, they told me to take it somewhere else. I had them install $1000 win less anchor on my boat. The first time I used it it stopped working. Now it's tied to a boat cleat. I purchased a engine heater for my boat to keep in my bilge area over the winter, I asked them several time to plug it in, but they told me it was not necessary. Hopefully it's not damaged from their neglect what happened to good customer service?

Mr. ******* bought a boat from someone on the internet without having it checked out before he bought it. He called us about bringing his boat in for service. He has another boat that we serviced before and we assumed it was this boat. In 2020 we changed our shop policy to only taking in work for boats 2000 and newer except for existing boats we have worked on before for customers since we know those boat's history. We assumed it was this boat that he was bringing in for service. When we discovered it was a different boat, we informed him of our policy which is only working on boats for the year model 2000 and newer but since he was a customer of ours and he had already brought it in, we would do the basic oil change service and check it over for him but it would have to go to another shop in the future for further work. Besides the oil service, we found that the boat also needed a water pump change, the bellows were bad and we replaced them, it had to have a new shift cable and shifter. We kept him updated on the charges for the repairs that we could see and asked him if he wanted us to take his boat to the lake for a test drive to be sure it was running properly. He declined to have us take it to the lake because he didn't want to pay for that additional charge. On his first trip to the lake with his boat he did discover he had running issues with the boat which had nothing to do with the oil change service, bellows replacement, and shifter replacement we provided. He called us about it when he was stranded on the lake. We do not provide towing services. We recommended a towing service for him to call. We did install a windless on his boat. He just called today, March 17, about a problem he is having with that and we scheduled our mechanic to go out and take a look at the problem. He wasn't happy about the timeline for when we could come out and look at it.. He wanted us to come out right away but our mechanics are scheduled in advance and we had to put him on our calendar for the first available day. We do plan to go look at his windless problem because we do stand behind our services and we will fix any problems related to parts or our installation. The running issue he is currently having will be a fuel issue and he needs to call another shop that works on his year model of boat which we have previously told him because of our shop policy. The problems he is having now with his engine has nothing to do with the services we have provided. His total invoice on this job was $2,825.37.

Bad experience very disrespectful toward customer
Grove Marine's response was a nice story it should of began with Once Upon a Time.
I was not informed of any policy on servicing boats by year. Regardless when given my boat to work on they were told that I did not know much about it and I asked that they go through the motor to make sure all is good for upcoming season. I was told that everything was fine. I was told that they used ear muffs to run the motor because of this a lake run was not necessary regardless, the boat runs rough, the shifter linkage gets stuck and doesn't go into gear, an issue which was not repaired, and the windlass anchor not working. I think the problem was the reception person Tracy made promises on behalf of the shop, without there knowledge. I feel that the work promised was not completed, when asked they referred me to a different shop to repair issues that should of been their responsibility Thus not backing their work

We hate that he had a bad experience but my staff are never disrespectful. Mr. ******* just refused to accept that we do not work on his model of boat at our office anymore. We are sorry for the inconvenience and we did recommend another shop for him in the future.

I hate that Mr. ******* thought he had a bad experience at our office. I did listen in on several conversations between him and my staff. No one was disrespectful toward him. He was pushing them to take in his boat for additional service even though we informed him previously that we no longer work on this model of boat. He just did not want to accept our current policy. We respectfully referred him to a shop down the road that does work on them. We also still have him on our schedule to look in to the issue he is having with his windless that we installed.