Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our boat required repairs due to poor shifting to reverse gear. We were provide with a quote of $5367.48 to preform the repairs and replace the clutch parts required. The lower unit was removed from the boat so repairs could be completed at the marine business over the winter. We were notified that the unit had been repaired. We returned the boat to the Marine business to have the parts reinstalled. When picking up the boat after the parts were reinstalled, we received another invoice for over $900.00 which we were advised was for reinstalling the lower unit back on the boat. This invoice was reduced later to $524.16. At no time were we advised that original quote was for the clutch assembly repairs only and that it did not include the re-installation of the lower unit back on the boat. Thinking of many other repair situations where quotes have been issued based on a complete "out the door ready for use" job, that this was a misleading business tactic. Our complaint is " A marine, knowing how many hours is required to remove the unit should also know roughly how many hours is require to replace it and therefore include it in the quote or at least state that re installation is required and quoted separately"

  Business Response

  Date: 30/06/2025

  We initially did an estimate Mr. ****** initially **************************************************************** our possession, we initially billed him for the the the rebuild which took longer than expected of 8.86 hours we had the sterndrive was in our possession but not the boat itself so we were not able to invoice for the remaining work that needed to be done on the boat side yet, we also were not able to invoice for the oil at that time because we cannot fill it until its installed on the boat.

  Sometimes doing estimates with large jobs its easy to miss some small items, its also called an estimate for a reason, we cannot be 100% sure on time spent because of corrosion and other issues that can slow us down. Mr. ******* initial estimate was $4,749 + HST = $5,373.98 (Included a copy), his initial invoice was for the rebuild which was 8.86 Hours of the estimated 10 plus parts which totaled ******** + HS , but again it was not even possible to install on the boat at this point so there was still some time required to get it all installed and tested. If you compare the original estimate to this invoice its very close but there was still more work to be done, it was assumed the customer knew this seeing as he still had the boat and the job was not complete.

  We then installed the remaining parts on the boat when the customer dropped it off in April, unfortunately we were off with our original estimate and we were another 6 hours which put us to a total of ***** hours or 4.86 over our original estimate plus our labour rate had increased for 2025 from the original estimate. I had a good conversation in person with Mr. ******* explained the situation and agreed as good faith to refund him for 3 Hours labour @ $130/H to get us to ***** hours labour which was very close to the original estimated time. I have attached a copy of the credit note which was given to Mr. ****** and he agreed, paid his invoice and I thought we both walked away feeling as if we were both happy with the outcome, I did not hear anything back from the customer until this complaint so I was under the impression he was happy and the boat was working well. 

  In our business especially when doing big jobs like this its very hard to get estimates very close because there are always unknowns. I feel we put our best foot forward and offered a very generous solution, and given that the customer was in my office and had the discussion, came to an agreement and paid, I feel we did our job properly and professionally. 
  
  I am happy to do what we need to in order to keep him happy, he is a repeat customer but I do we have been transparent, fair and professional all along.

  Customer Answer

  Date: 14/07/2025

  The extra costs in question is an extra ball bearing 230.79 +tax and 6 hour labour ****** plus tax (later changed to 3 hours 390.00).
  
  
  This is the way we see the situation.
  The boat is a 2013 Four Winns and had been winterized by ************ for approximately 8 years. 
  
  
  The quote that was provided to repair the boat, was given after removing the outdrive unit to determine what needed to be done for the repair.  We are not sure why we were charged for an extra ball bearing.
  
  Knowing the labor hours required to remove it, the installation hours should have been reasonably known and quoted especially given the age of the boat.
  
  
  
  When we went to pick up the boat, we were told the extra labour was to put the boat back together because it was not included in the repair quote.  When we take our vehicle to a garage, the quotes provided include total repair out the door.  To charge it separately without disclosure, we feel is dishonest.
  
  
  
  When we disputed the extra costs, we were offered a reduction of 3 hours labour +tax which we accepted.   
  In hindsight we should have possibly contacted ************ to voice our concerns directly.  
  
  
  
  We do not like confrontation and the situation left us with a feeling of frustration and mistrust toward the business. We felt that we had no option but to pay the invoice to get our boat back. 
  
  
  After long consideration, we felt that if this is the standard practice of ************ other customers need to be aware and therefore we contacted BBB.
  
  
  We consider ourselves to be fair and reasonable people. 
  
  
  
  Sincerely
  **** and ***** ******

  Business Response

  Date: 15/07/2025

  *** little has been a long time customer, there was never any intentional deception but clearly some miscommunication. If they are willing to continue to do business with us I would be willing to apply a credit for the full amount to their account for future work. I think we have always done a good job in the past and don't want to jeopardize our relationship. I feel this is fair and look forward to bringing this to a close.

  Customer Answer

  Date: 18/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******