Complaints

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• Initial Complaint

  Date:09/12/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because  I have not heard of any other example of a repair taking this amount of time, and have been advised even my my insurance company that this length of time feels excessive.  When part availability became a problem it was G&R Marines responsibility to find and offer alternative options that could be presented back to the insurance company.  I had to make the suggestion and sacrifice of compromising the original integrity of the boat by having the wake tower removed because THIS was the original part G&R said would be delayed.  So I tried to offer a solution to expedite to repair process, only to have extreme delays nonetheless and poor workmanship completed on the first attempt.   I have no confidence G&R made regular and sufficient effort in acquiring the parts or finding alternative solutions.
  

  I would regularly write G&R asking for updates, offering possible alternatives and asking questions, only to receive one sentence and incomplete replies.  They showed ZERO interest in wanting to resolve this and get the boat repaired and back in our hands. I even inquired about the owner of G&R Marine and if he knew of the issues. Those requests were blatantly ignored and not responded to. 

  I also find it interesting that when I was originally notified the boat was "ready and complete", I found it in awful condition with  incomplete and poor workmanship.  I have provided just a few of the images of what the boat looked like when I went to pick it up.  I actually paid to register the boat thinking we might use it for the season, but that money went to waist due to their failure to provide a completed boat.  You would think that if the boat was sitting there for almost 3 years, someone would have looked at the boat, inspected the workmanship, and ensured all was sufficient and complete.  This clearly demonstrated to me they paid no attention to the boat over the multi year period and showed no care or concern for our property.  When a piece of property is sent in for repair (especially under an insurance claim), the expectation and requirement is that the boat is returned in the condition it was in prior to the damage occurring.  G&R failed to do this. 

  I have simply asked for an adjustment in the overall bill that accounts for G&Rs negligence, poor customer service, and workmanship.  I even made an offer to settle the matter which was rejected by them.  They claim the made adjustments, which have been minimal and pandering at best.  In fact, due to the length of time the boat was there, the batteries died and they assessed charges for those as well! 

  As you can see in their reply, this is an example of the customer service they provide.  They take zero responsibility for any aspect of this and only threaten to assess MORE charges.

  I do plan to go and inspect the boat (again) in hopes it is completed properly and will reluctantly remit payment, and pick up;  but I WILL not pay additional "storage" fees.   There is NO reason why my family would not want this boat back.  We have continued making monthly finance payments and insurance on it for the entire time it was in G&Rs hands, with no use at all.  We have lost valuable time with the boat and it has  continued to depreciate in value.  To this day, I cannot even trust that the boat is in good, sound working condition, because I am simply left at the "word" of the business that has treated me and my family so poorly.
  

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

  Business Response

  Date: 10/12/2023

  Good Afternoon, We received ***** ************ boat  in September of 2020 for a insurance claim . After many back and forth by phone / email a final estimate was put together.

  Customer submitted the claim to the insurance company for approval we were given the okay to place the order for parts in 2021. Order was placed with ****** for everything that was needed to complete the job and that is when some of the parts were on back order with no eta delay after delay we finally received the remaining parts in 2023 ( windshield and upholstery parts ) finished the job . Also the decision was made to remove the wake tower which was damaged from the tree falling on it . There were mounting holes that needed to be filled from the fiberglass shop which we sub out. Once completed the customer was contacted for pick up customer came to pick up and was not satisfied  with the fiberglass work or the cleanliness of the boat . Both problems have been taken care of and customer has been contacted for pick up . Customer is looking for a discount on the repairs because of the delay in the completion of the job.

  The parts were out of our hands we have no control when parts are received . Back in 2020,2021,2022 there were many delays beyond G&R control Since that time there have been a few things done to the customers boat at no charge  discounted oil change at no charge  discount for storage 2021-2022

  The bottom line is we have absolutely no control over back ordered parts . We have taken care of all of his complaints as quick as possible even given discounts . There is a large outstanding bill that needs to be paid .

  The customer had to receive payment from the insurance by now and we are not going to make any more adjustments .

  If the boat stays any longer with out payment a storage charge will be applied. I feel the customer is just delaying paying the final invoice.

  Thank You,

  Greg M**** 

  Service Manager

   

   

   

  Business Response

  Date: 11/02/2023

  Good Afternoon, 

    As stated in the previous response all of the customers concerns have been addressed .

  The boat has been completed for a while still waiting for the customer to pay the balance and pick up . There will not be any other discounts applied .

  Thank You,

   Greg M****