Complaints

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• Initial Complaint

  Date:10/22/2024

  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.

  11/3/23 - Utilized Broadway Tire & Service to winterize our 2000 29' Baja Outlaw SST. They provide service for all of our vehicles and previous boats. Winterization cost $300. They caused significant damage to our boat, verified by the technician with the statement of "that's not good," that includes but is not limited to two cracked engines, blown freeze plugs and other crippling damages. After we had the damaged boat reviewed by a marina, where it was estimated to cost $30,000 to replace both motors, Broadway turned the claim into their insurance. Broadway's owner guaranteed coverage, full and complete replacement, as well as assistance accomplishing this coverage. When denied because he told his insurance it was because of faulty antifreeze, he shirked his responsibility and accountability, thus throwing up his hands in our face stating "I'm not liable." As it turns out, by Broadway's own admission, that they are not properly equipped to handle boat winterization, as well as admission they did not test the antifreeze because they can't without proper machinery, and they trusted the product without verification. There is no proof it was the antifreeze. Due to the state of the engine compartments when the issue was noticed, it was due to water being left in both engines during the winterization process, that were not properly drained leading into the cold Ohio winter season.
  We are disputing their inability to fix their mistake. They are more than capable with sufficient funds to cover this without using their insurance. They just don't want to pay for their mistake.
  No advertising was included in this complaint.

  Business Response

  Date: 11/26/2024

  In response to Mrs. ****** complaint of faulty work performed on winterization of their boat we do not agree. We have winterized hundreds of boats in our 46 years of business. If there is a cause involved in any damage to their boat it is the product used (-50 RV anti-freeze purchased from Auto-Zone) and not the winterization process performed by our shop, Unfortunately their insurance and my garage keepers insurance both denied their claim. Both insurance companies state there was no proof or cause to believe we did anything wrong in the winterization. We use a machine hook-up process and run the engines to operating temperature then bringing in the RV-50 anti-freeze which forces out any water that was in the engines until the RV anti-freeze flows freely out the exhaust pipes. It is my opinion that the product was at fault and not the shop’s work. I have enclosed a copy of the product purchased the day of the winterization.

  Customer Answer

  Date: 11/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As stated in the complaint sent to BBB, we acknowledged their use of the faulty anti-freeze that they admitted to not testing, which is the fault of the service provider. Regardless of how many boats they've winterized in 46 years, they've admitted to causing this to other boats in addition to ours in different years separate of when ours was serviced. The use of this "faulty anti-freeze" was not used in every single winterization process that has ruined engines, including the owner's own personal boat, by his own admission. 

  Further rejection is that of the insurance companies statements of "no proof or cause." Our insurance company stated that we were not covered for this type of negligence. NOT that there was no proof or cause. We did not provide Broadway or it's owner a reason for our insurance's rejection, so that is inaccurate statement provided to you. Broadway's insurance company stated that Broadway is not covered for this type of workmanship. NOT that there was no proof or cause. It is the owner of Broadway that is telling his company it was faulty, by his own admission in his response: "it is my opinion that the product was at fault." This is not cause stated by insurance or by fact or by responsible business and winterization practices. 
  
  
  
  Sincerely,
  
  
  
  ********* ****