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:08/30/2024

  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.

  Took our boat in for service on July 19th for a small oil leak. Upon dropoff, spoke with owner and he said it was "an easy fix, I only have to remove 6 screws and change an O-ring and this would be between $200-$350 complete". The only time **** called was when he called on July 27th and said the boat was done and he emailed us an invoice. Upon opening the invoice, the charges were for $1200. **** had taken the liberty of changing the starter on the boat for $400 and charging $650 in labor costs to replace the starter that we did not authorize to be replaced. Picked the boat up on July 28th and put into the water before we paid the invoice(per ****'s request). We got out around 100 yards from shore and alarms started going off and we noticed the oil tank was completely empty. We videoed what was going on, had to be towed back to shore which incurred costs and then had to drive the boat back to his business. Left the boat on July 28th with a note stating the problem. Called **** several times, he did not answer, and also texted him the video of the issue. **** never called again to let us know the diagnosis or if it was being fixed. Once we got ahold of him he said the boat was done again and he had once again took the liberty of changing the water pump which we were having zero issues with whatsoever. This ended up costing an additional $300 as a result of his negligence when putting the lower unit back together. Took the boat out once again and in the middle of the lake, the belt to the motor snapped because the water pump stopped functioning and had to be towed back once again, and incurred further costs. Took the boat back to him figuring he would repair the pump due to his negligence and when he called to tell us the boat was done, he stated it would be an additional cost of $520 for replacing some bearings on the water pump and for a belt. This are all costs that should never have been incurred due to **** being an incompetent mechanic and poor business owner.

  Business Response

  Date: 09/11/2024

  Took our boat in for service on July 19th for a small oil leak. Upon dropoff, spoke with owner and he said it was "an easy fix, I only have to remove 6 screws and change an O-ring and this would be between $200-$350 complete".  The only time **** called was when he called on July 27th and said the boat was done and he emailed us an invoice. Upon opening the invoice, the charges were for $1200. **** had taken the liberty of changing the starter on the boat for $400 and charging $650 in labor costs to replace the starter that we did not authorize to be replaced. Picked the boat up on July 28th and put into the water before we paid the invoice(per ****'s request). We got out around 100 yards from shore and alarms started going off and we noticed the oil tank was completely empty. We videoed what was going on, had to be towed back to shore which incurred costs and then had to drive the boat back to his business. Left the boat on July 28th with a note stating the problem. Called **** several times, he did not answer, and also texted him the video of the issue. **** never called again to let us know the diagnosis or if it was being fixed. Once we got ahold of him he said the boat was done again and he had once again took the liberty of changing the water pump which we were having zero issues with whatsoever. This ended up costing an additional $300 as a result of his negligence when putting the lower unit back together. Took the boat out once again and in the middle of the lake, the belt to the motor snapped because the water pump stopped functioning and had to be towed back once again, and incurred further costs. Took the boat back to him figuring he would repair the pump due to his negligence and when he called to tell us the boat was done, he stated it would be an additional cost of $520 for replacing some bearings on the water pump and for a belt. This are all costs that should never have been incurred due to **** being an incompetent mechanic and poor business owner.
  
  
  

  Business Response

  Date: 09/11/2024

  I would like to address this complaint first stating that I did have conversations with ****************** on July 16, ***** 27 Missed call on July 29 Aug6 Contacted ***************** on Aug 28 twice. There were also emails on July ******** and Aug 29 . During the first conversations ***************** stated they had bought the boat and it need some service work. Upon the customer bringing in the boat we discussed some repairs that the boat needed and the fact that we knew the boat well as we had service it since it was new with original owner. ****************** said he did not want to have any problems on the water. Besides the original complaint ***************** stated he thought the starter was running a little slow and thought it might need a new one. We repaired the oil leak, replacing the oil hose from the transom to the bell housing.  We checked out the slow starter and found there were some burnt battery cables. We replaced the cables and found the starter was still running slow and replaced the starter too. I emailed ***************** the invoice and he replied about he costs. I explained the bill and though the bill was higher than expected he understood the cost involved, once explained. The customer returned the boat stating there was still a leak on the drive oil system , we investigated and found a o ring had come dislodged when the drives was reinstalled from the original repair.  We also noticed that the water pump was not pumping correctly we replaced the Impeller, thinking they did not to have a issue on the water. We replaced the o ring at no charge. The third time the boat was at our repair facility ***************** stated the accessory drive belt had come off. Upon checking the boat out we found the bearings has failed in the water pump . We replaced the water pump and only charged the customer for the parts. I will attach the email between ***************** . Please note in the last email where ***************** states "We just werent prepared for the cost of boating and all of the additional maintenance and repairs" .As for the cost of repair we charge the manufactures suggested price and follow ************** guide lines for time charged for repairs. We also check with other repair facilities in the area as to their labor rates. 

  Regards *********************

  Email contacts with customer

  
  *************************;<***********************>
  Jul 29, 2024, 5:34?PM
  
  
  
  to me
  
  
  
  
  
  
  
  **** ,
  
  
  I just saw this invoice and I am shocked at the final cost.  Is your labor fee $750?
  
  
  I understand everyone has a fee and labor rate & I want to develop a working relationship with your business esp. since you know this boat but i cant pay the Sheriff labor rates.
  
  
  I would have also loved to have an estimate ahead of time , I might have passed on the starter. 
  
  
  Add to the end of the day I know the repairs were needed and I thank you for getting me in. Im just sticker shock and have my wife staring at me eyebrows raised.
  
  
  Robert 
  
  
  
  
  
  
  Sent from my iPhone
  
  On Jul 26, 2024, at 2:35?PM, ******************************** wrote:
  
  
  ?
  <Inv_7299_from_Daves_Dry_Dock_Inc._7348.pdf>
  
  
  
  
  
  ********************;<********************************>
  Jul 30, 2024, 3:49?PM
  
  
  
  to ******
  
  
  
  
  
  
  
  I just saw this invoice and I am shocked at the final cost.  Is your labor fee $750?       
        Yes Our labor total was 750 for the 6 hours of labor. Our labor rate is ****** per hour. I do try to keep our labor rate in line with other shops in our area.
  
  
  I understand everyone has a fee and labor rate & I want to develop a working relationship with your business esp. since you know this boat but i cant pay the Sheriff labor rates.
   You are not paying more than others per hour.
  
  
  
  
  I would have also loved to have an estimate ahead of time , I might have passed on the start
       I charge the Mercury suggested price on the parts I sell. These are NEW OEM parts.
  
  
  Add to the end of the day I know the repairs were needed and I thank you for getting me in. Im just sticker shock and have my wife staring at me eyebrows raised.
         I appreciate your business and we try to get customers in as quickly as possible. Most shops are telling customers from 2 to 5 weeks to get a boat looked at. Having said that , We try to keep our lead time to a minimum so as to not hold up customers' time to enjoy their boats.  
  
  
        If you would like I can suggest other repair facilities that may be able to take care of  your needs.
  
  
  
  
  
  *************************;<***********************>
  Jul 30, 2024, 8:48?PM
  
  
  
  to me
  
  
  
  
  
  
  
  Thanks for getting back to me **** on the bill , like I said , its mostly sticker shock and I had no idea it took 6 hours. I apologize.
  
  
  Ive changed out starters in less than an hour on vehicles but I have no idea what you did to get to the leaking hose. 
  
  
  BTW , I have no intentions of leaving you , Im tickled that I found you and you know the boat so well.
  
  
  Again , I apologize and look forward to the repairs being completed and hopefully our next interactions are for upgrades and not repairs.
  
  
  Cheers mate ! 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  On Jul 30, 2024, at 3:49?PM, ********************* <********************************> wrote:
  
  
  
  
  
  ***************************
  Aug 29, 2024, 1:17?PM (13 days ago)
  
  
  
  to me
  
  
  
  
  
  
  
  ****,
  
  
  I got the message at 4:20 PM yesterday that the boat was done. I showed up to pick it up around 7:30 PM and the boat was nowhere to be seen. I assume it was in the garage ..
  
  
  Tonight we have high school football and then were traveling over the weekend. Ill try to pick it up The first chance I get.
  
  
  We are not using the boat anymore this year and we put it for sale so if it doesnt sell this year, we will winterize it stored in our pole barn and just try to offload it in the spring.
  
  
  Could you send me the invoice and I will pay online or over the phone.
  
  
  Lastly, I would like to show the new buyer the maintenance records and direct them to you for future service. Therefore, could you please Provide the service records that you have to show whats been done to this beast!
  
  
  We just werent prepared for the cost of boating and all of the additional maintenance and repairs .
  
  
  Thank you,
  
  
  ********************
  
  Sent from my iPhone
  
  On Jul 30, 2024, at 8:48?PM, *************************** <***********************> wrote:
  
  
  ?Thanks for getting back to me **** on the bill , like I said , its mostly sticker shock and I had no idea it took 6 hours. I apologize.
  
  
  
  
  
  ********************;<********************************>
  Aug 29, 2024, 2:07?PM (13 days ago)
  
  
  
  to ******
  
  
  
  
  
  
  
  Hello ***********;
  
  
  I was here till 6pm and left your boat inside not knowing when you would be picking iti up and the threat of severe weather. The cost of boating is not for the faint of heart , especially with a used boat. The sheriff boat wear factor is a BIG factor. 
  As for the history I do not share those invoices with purchasers unless the party who had the repairs performed is the one selling the boat. I can perfide any invoices that you have paid for to a future buyer. I will send you the invoice and you can pay by phone and pick up anytime after that.
  
  
  Thank You ****
  
  
  

   

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22220279
  
  I am rejecting this response because:

  although the response chronicles the repairs, **** fails to mention that each time he made repairs after the initial drop off were from mistakes made by the repair technician. Each time we brought the boat back, this business would not call us to let us know what needed to be repaired and verify we were comfortable with said repair and the cost - they would simply repair something that was broken from their previous attempt to repair and then send an invoice. ****************** asked **** to look at the starter and see if it needed replacing. ****************** did not authorize **** to make the repair. At no time did **** contact us and let us know the starter would need replacing and provide a cost. He just did the repair and then sent over an invoice with no explanation. We initially brought it in for an oil leak. After picking up the first time, the oil reservoir was completely empty and it was obvious it was still leaking oil. As soon as we launched it on the lake, and started it, alarms started going off and the engine shut off. **** assured us he did a wet test on the boat but if he did, the alarms would have went off for him and he would have known there was still an issue. **** did not repair the initial reason this boat was dropped off but charged for it in the invoice. When we took it back the second time, further work was done, or said to be done, to repair said oil leak and **** came up with a new reason it was leaking - the *** ring was dislodged (but THEY are the ones that installed the * Ring) -  and charged additional costs. He then took the liberty of changing the water pump when there were ZER* issues with the water pump. The third time we came back was because the water pump seized and the belt dislodged. **** should have fixed this at no charge as this was his shotty replacement of the water pump that had no issues when we dropped off. I feel this business has terrible customer service and has poor workmanship. The poor workmanship resulted in being towed off the lake and driving the boat back and forth to **** on 3 separate occasions to repair the initial problem. ****************** replying that "we weren't prepared with the cost of boating" is because we weren't expecting a $2,000 repair bill when **** initially told us he knew where the oil was coming from, it was a "quick fix" and should be around $200-$300. 

  I feel the public should be informed that if they take a boat to this business they should be prepared for repairs to fail, lack of communication, surprise billing procedures, and poor customer service.
  
  Sincerely,
  
  *****************************