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:04/01/2024

  Type:Product 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.

  We mailed 1 Supercharger that was received on February 6. I was told it would take a week or 2 to fix if no major problems. For some reason *************** made my appointment date was 3/5 a month later of receiving. I didnt send my SC to him not to be fixed. After waiting 6 weeks I emailed and asked for update and when I would receive the fixed *****. I told him I wanted them fixed or I would find someone that would fix. He said he was gonna take my SC and box them up for shipment. He will not answer my emails or phone calls anymore. I sent emails that I was gonna have them picked up. Will not answer. I have included emails and can send more if I need to. I just want my SC back. You can email me or call me at ************. Thank you *****

  Business Response

  Date: 04/01/2024

  Customer ***********************, sent us 2 superchargers that arrived here 2/16/24 for an appointment that was scheduled for on 3/5/24 that allows for a 12 business day normal rebuild service. ***** signed all paperwork to the time allotted and acknowledged all of our provisions of how we operate, including expected timelines. The appointment that was made, was for 3/5/24. We are open Monday-Thurs. We ask for 10 to 12 business days for all the processes to take place and approval within 1 business day for estimates on normal rebuilds.

  We checked these superchargers in, completed tear downs, inspection, complete with photos and formal estimates to *****. One supercharger has catastrophic damage and cannot be repaired due to someone else's poor service procedures. The other supercharger also suffered from a catastrophic failure and requires parts that Mercruiser no longer produces. An estimate was generated on 3/19/24, using some good parts from the catastrophic supercharger to repair the other supercharger. It took some time to verify estimate, as we attempted to locate new hard parts from ****** (the company that built these for Mercruiser). They are no longer produced in any capacity. We also spent time gathering costs from a vender on complete replacement of the entire supercharger assemblies. The customer, *****, had us working with his customer- ***** to make a decision. ***** did not make a decision until 3/22- where I reached out to him on a day that we are normally closed. He approved of the work. No one was here that day to start working on his supercharger.

  By Monday 3/25, *****, is already agitated that his supercharger was not completed. He continued to call and message on Tuesday, and Wednesday. By Wednesday morning, we realized that we had someone making demands that was a 3rd party, never read or signed any of the paperwork. We highlighted the expectations as delivered in the paperwork. ***** did not approve. We made a decision in our shop that we working with the person whom the paperwork was sent with- ***********************, as ultimately, that is whom we are responsible to report to. ***** may be the owner as he stated, but he was not our customer.

  Due to the disrespect from ***** in emails and phone calls, we called ***** and expressed that *****, as a 3rd party is clearly not happy with us. It would be in the best interests of our shop to just return the items, instead of rebuilding them. ***** agreed. We had 75% of our shop out last week due to the flu. I expressed to ***** that there are other customers that were also waiting to be shipped back that will be before him. I told him it would be sometime next week (This week) before we would have enough staff back to help pack the superchargers. 

  We are only working with *****. The paperwork is in here from *****. ***** is whom we are responsible to answer to as his signature is on the repair work. We already agreed to pack and prepare these items for shipment to *****. ***** was going to have a freight company pick them up. We agreed I would contact him as soon as they are ready for shipment. ***** is technically not our customer, he is *****'s customer.  

  *****'s demand for $100 is baseless. We have delivered an inspection, estimates, and even packed the superchargers on a pallet for free with a free pallet. This is just a person who is 'me first'. ***** is not a customer we ever interested in. May he find what he needs with someone else. ***** has been informed that the pallet is ready for pickup.