Complaints

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• Initial Complaint

  Date:03/27/2023

  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.

  Last season Prestige Yacht Management in *********, ** attempted to fix my 9.9 **** outboard that was having difficulty maintaining idle and (periodic) difficulty starting. I left it with Prestige 11/5/21for service and picked it up 12/19/21 at which time it would not start. I brought it back to Prestige and they told me they made an adjustment to the carburetor. I picked it up in Mar 2022 and continued to have the same problem (difficulty starting and idling). I had a ******** diagnose the issue -- a rubber piece on the carburetor failed -- and we rigged it, making the outboard useable for the remainder of the 2022 season. I dropped the outboard with Prestige on 8/5/22, explaining that the outboard had the same issue from the 2021 season and this time made the suggestion to replace the worn rubber part on the carburetor that was allowing too much air into the combustion mix. In Feb 2023, Prestige replaced both the spark plugs, put in a new carburetor (and when I asked I was told the rubber piece blocking air into the carburetor was also replaced). Prestige also found water somewhere in the engine which they cleaned out. I picked up the engine on 3/11/23 and attempted to start it. A lot of oil came out from the engine into the water and once again it failed to turn over (either by electric start or by pull start). I then called Prestige to let them know it wasn't starting and that the rubber piece into the carburetor was still damaged at which time I was told to return the engine for a 4th time and that the ******** would "show me how to start an outboard." I had a second ******** look at the outboard on 3/26/23 and identified these issues: oil in the engine area, spark plugs not firing, and the rubber piece into the carburetor was still broken. Prestige Yacht Management failed to fix the same problem four times. I would like a full refund of $540.25 (paid on 11/15/21) and $1,272.25 (paid on 3/10/23) for a total of $1,812.50 refund.

  Business Response

  Date: 03/28/2023

  Prestige Yacht Management strives to operate and conduct business with absolute integrity and professionalism. Mrs. ******* claims that we neglected to service her engine properly, however as a business we have supplied and offered her every possible opportunity to maintenance her outboard. On 11/8/21 we first serviced the engine. The invoice we have on file and the one she was sent clearly states ************ filter and Drain and Replace Oil, Drain Gear Lube and replace with manufacture recommendation, Remove and Replace Spark Plugs, Removed and Replaced Spark plug boot, Engine ran up to temperature and tested to make sure it works fine, No other issues found with the engine".  We fully support and trust our mechanics discretion on the completed service. They used their years of experience and professional insight to correctly fix the issue. Then, in early 2023 we were contacted again by Mrs. ******* for issues with the same outboard engine. Following the service on 1/31/23, which entailed "Diagnosed and fixed the following:

     -water in oil (flushed & changed oil)
     -sparkplug gap was almost completely shut and had signs of water on them (changed spark plugs)
     -low oil in the lower unit (change lower unit oil)
     -test ran engine for about 45mins in and out of gear (verified it ran properly)
     -small bubbling sound coming from carb when gas is turned on (no exterior leaks) 
     -installed new carburetor 
     -test ran engine; runs properly.

  Following the service, we sent Mrs. ******* video evidence of her engine running at temperatures equivalent to how an engine of that size should be ran. The engine performed well, no leaks, sputtering, stalling or any other signs of fault. Our professional opinion would be that there is most likely improper transport and storage of the engine resulting in engine flooding and reoccurring mechanical issues. More importantly, we offered Mrs. ******* a consultation for the engine and how to correctly start and run an engine like hers. She was uncooperative and offended by our helpful advances to assist her and refused to bring us the engine or to allow us to pick it up. We have attached the video footage of her engine, her two separate invoices, as well as her refusal to allow us to fix her issue and show her why the same issue keeps occurring. As a business we have supplied every possible opportunity to help Mrs. ******* with her issue that we strongly do not believe was caused by our highly trained and educated mechanics. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19857549
  
  I am rejecting this response because: I transported the outboard tiller side down and have two people who witnessed the transport (so it is not accurate to say that I did not transport the outboard properly) and I submitted photo evidence showing that the last of four services for the same problem showed that (1) the spark plugs were not installed properly and (2) that the carburetor was not fully replaced, leaving the main issue -- the rubber stopper -- unaddressed.  Please see submitted photos.  Two experienced mechanics could not start the outboard after the fourth service, one an engineer on a large yacht, so it is also not accurate to suggest that three experienced people cannot start the outboard due to user error.  

  If Prestige cannot fix the issue after four attempts, I do not see why a fifth would be beneficial.  I will take my full refund or will communicate these issues in reviews across the Internet as my next step.  If instead, I receive my full refund, I am happy to let the issue end there.

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

  Business Response

  Date: 04/03/2023

  11/8/21 Invoice *****: "Replace Oil filter and Drain and Replace Oil, Drain Gear Lube and replace with manufacture recommendation, Remove and Replace Spark Plugs, One of the spark plug wires boot was broken
  Tech replaced it with a new one, Engine ran up to temperature and tested to make sure it works fine, No other issues found with the engine." 

  1/31/23 Invoice *****: "Diagnosed and fixed the following: water in oil (flushed & changed oil), sparkplug gap was almost completely shut and had signs of water on them (changed spark plugs), low oil in the lower unit (change lower unit oil), test ran engine for about 45mins in and out of gear (verified it ran properly), small bubbling sound coming from carb when gas is turned on (no exterior leaks), installed new carburetor, test ran engine; runs properly."

   

  **** ******* has brought her engine to Prestige over a five year period. Jan 2018-Jan 2023. Her engine consistently showed issues and we even offered a free tune up (Invoice *****) after her ***** invoice when she explained it was not functioning properly, even after we fixed and replaced the issue. Additionally, every time we serviced the engine, we ran the engine at performance temperature, assuring it was working properly and without fault. We firmly stand that any and all requests by **** ******* were addressed and completed to our fullest ability. Finally, as stated before, we have given **** ******* every possible opportunity to either bring us her engine or have us come get the engine and she refuses. We insisted that she is present at the time of us testing her engines functionality, to assure that our services were successful, and she also refuses these requests. At this point we have given **** ******* our utmost attention at her request for five years and have assisted her to our maximum. We have thousands of customers who have trusted us with their boats, yachts, jet skis, engines and more for over 20 years. We treat our customers property as we would treat our own and have built Prestige into the business it is today by demonstrating Integrity and building strong relationships with our customers. If **** ******* is not satisfied with our service, that is unfortunate, but she has not been treated any differently than any of our other satisfied customers. We have not failed to assist her, therefor, no refund should be necessary. 

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19857549
  
  With a refund I would have been willing to let it drop.  However, I am rejecting this response because no matter how you attempt to slice it, I received incompetent service and have the evidence to back it up.  I will make it known across the Internet how Prestige "fixes" engines. 
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 04/14/2023

  See attachment from ***** **** Enterprises.

  Business Response

  Date: 04/14/2023

  As previously provided in this complain where video evidence of the motor running prior to the customer picking up.  We have offered to come get the motor to show the customer that it runs properly, and we have also requested the customer to be present as well, all these efforts have been declined by the customer leaving this issue as resolved and no longer needing our attention.  The customer also has had another mechanic look at the motor apparently failing to get it to run per a document sent, this voids any warranty we have on the work done not knowing what he may have tampered with affecting the operation of the motor from the time we video recorded its proper operation to now.  Again, we stand by our work and feel the issue is a owner operator error or owners' improper storage of the motor while transporting. Again, referring back to the video documentation of it running properly.

  This is our final response to this complaint, if the customer does not want to bring us the motor and be present during its operation while at our shop we will consider this issue moot

   

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19857549
  
  I am rejecting this response because: you failed to fix the engine -- couldn't change spark plugs nor swap out the carburetor properly.  I will post reviews on the Internet next step.
  
  Sincerely,
  
  ******* *******