Complaints

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• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  My complaint stems from having spent $9,800 in repairs and my boat remains non-operational today - in my backyard! This dollar amount primarily encompasses 3 area of work, two (2) had problems ie, gas feed issue and an extended rear buoyancy container. The third (3) was a Power Steering upgrade which went well. A quick history of my boat (recently purchased used); Boston whaler with two (2) ***** engines. From my boating experience and with assistance from a known mechanic, the boat and both ***** motors were in great shape. During its maiden voyage of roughly 50 miles, the boat Performance was great - minor engine adjustment (placement) was needed though. Overall Engine performance couldnt have been better. I mention the above because Ive used the boat extensively since purchase and theres never been any fuel or engine issues. Strange, but since the mechanic serviced the motor at CalWest, motor issues began. Wanting to correct the rear engine placement (judged to be too low), this work was accomplished and included a shortened lower unit. During check out, I discovered water had entered the extended motor mount cavity. Sadly, the boat was returned to the ****** for additional work in covering a couple of open holes, My fuel (gas) problem stemmed from not being able to get any speed, the boat engine started missing somewhere around mid-throttle - similar to a lack of fuel. This situation occurred during the engine realignment testing period. The Marine shop technician was briefed of the situation and our suspicion that its a fuel issue most likely. Here is when it became apparent that we were being snookered! The Marine shop first advised that fuel pressure appeared normal. Then I was later advised that a new Fuel Pump was necessary (strange sounding). The next update was that the Regulator needed replacement (really suspicious now). [There is much more to this description]

  Business Response

  Date: 10/01/2024

  A complaint has been received by Calwest Marine regarding
  the services that have been performed on Mr Bondoc’s vessel. The multiple
  unsuccessful voyages, in addition to the ongoing engine and vessel problems
  that are now occurring with his boat, may be a very aggravating experience. In
  addition to putting safety at the forefront of our minds as our first concern,
  Calwest Marine Services is committed to providing exceptional customer service.
  The Boston whaler that Jimmy Bondoc owns had been worked on by someone else,
  including the installation of a used 2004 model Honda outboard before coming to
  Calwest Marine. We found many faults with the craftsmanship of the boat, and we
  brought them to Jimmy's notice. The flaws with the craftsmanship that were
  found included that the used outboard installed by previous technician was the
  incorrect shaft length, missing or altered  parts, and a number of unexpected difficulties
  that were identified while the boat was being repaired for other problems.
  Calwest Marine Services accepts full responsibility for the water leak that
  occurred on Mr. Bondoc’s outboard bracket. The problem was resolved by picking
  up the boat from Mr. Bondoc’s house and repaired it in a timely manner without
  charging Mr. Bondoc any further fees. Additionally, upon the completion of the
  repairs, the boat was brought to the residence at no additional cost, at this
  point the customer was satisfied with the repairs preformed after he water
  tested the vessel. The vessel that Mr. Bondoc owns has a suspected original
  fuel tank that is on board, likely over 20 years old. The fuel tank has
  potentially suffered extensive internal damage, such as corrosion, leading it
  to continue to become contaminated. As a result, the fuel high PSI filter that
  is located inside engine vapor separator assembly continues to become clogged after
  using vessel for one outing. There are no indications of any problems with any
  of the other fuel filters on the engine or the vessel. Despite the fact that I
  have collected a number of fuel samples, none of them have revealed any visible
  debris or apparent pollution. The advise that the gasoline and the blocked
  filter should be forwarded to a laboratory for additional investigation was
  provided by Calwest Marine services; however, the client, Mr. Bondoc, did not
  accept this recommendation. Jimmy Bondoc was informed by Calwest Marine
  Services that the fuel tank may be polluted and malfunctioning due to its
  advanced age, which led to the suggestion that it be replaced. Mr. Bondoc’s
  reaction to the advice that the fuel tank be replaced was, "I have checked
  and cleaned the fuel tank myself." Using a cheese cloth, and it is
  fine".
  Calwest Marine services cares about the safety and
  well-being of our customers as well as the reputation we have worked hard to build
  over the years. I personally have been a technician for the last 26 years and I
  value my personal reputation as well. Calwest Marine Services is not
  responsible for an aged and contaminated fuel tank and recommends replacing it
  with a coast guard approved tank for safety and reliability. Professional
  cleaning of the vessel’s fuel systems and both engines is also recommended. A
  fuel sample and debris sample from the high PSI fuel filter have been taken to
  a lab at our expense, the results will be shared with Mr. Bondoc.

  
   We at
  Calwest Marine are committed to upholding our work with honesty and pride.

  Customer Answer

  Date: 10/02/2024

   
  
  Complaint: 22294115
  
  
  
  I am rejecting this response because:
  
  Business should have diagnosed gas issue rather than charging me for replacement of fuel regulator and fuel pump with labor. I paid business to repair my boat and business never fulfilled obligation. I need to be reimbursed for incomplete work and additional parts that were changed on my motor that did not to be repaired, including labor that I was charged. Also the inconvenience and safety issue that was caused while I was out in the ocean. Furthermore the owner Tom was unprofessional and blamed me for having a troubled vessel even though I paid him to repair above mentioned problem.
  
  Sincerely,
  
  
  
  Jimmy Bondoc