Complaints

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• Initial Complaint

  Date:11/09/2024

  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.

  On 10/24/2024, I dropped my boat at Cascade Marine for diagnosis of an outboard motor. I asked the agent to inform me of all cost estimates BEFORE performing repairs. I NEVER received a cost estimate. On 10/30/24, I was told the water pump had been replaced. I reminded the manager that I had asked for a DIAGNOSIS and that any repairs were to be approved by me before being executed. On 11/1/2024, I retrieved some fishing gear from the boat and found the motor in a state of disassembly, sitting in the yard in the rain. I again reminded the manager that any repairs were to be pre-approved by me before being implemented. Since the motor was in a state of disassembly, I had little choice but to leave the boat for reassembly. I asked for a cost est.; none was provided. On 11/8/24, I learned that an anti-syphon valve, an insulator, and a helicoil were also installed. Additionally, a boat handle was fixed. The boat handle was broken by the repair shop while repairing the motor. I was presented with a bill for $905.65. I attempted to negotiate with the manager explaining that neither the thermostat or the boat handle were approved by me. I argued that repair of the boat handle was needed only because the mechanic broke the handle. At this point, things went downhill fast.The manager became angry and blocked my vehicle in the shop yard using a pickup truck towing a large boat. I requested that charges for the thermostat and associated labor, and repair of the handle be removed since they weren't approved in advance. The manager refused and instead called the police to deal with what he called a "difficult customer." While negotiations were ongoing, a friend (not an employee) of the manager told me to "just be a man and pay the bill." The friend took a threatening stance, and I assumed by the tremble in the managers and friends voices that violence was imminent if I did not relent and pay. To avoid physical harm, I paid the bill and left the business with boat in ***.

  Business Response

  Date: 11/27/2024

  **** is an idiot.  He wants it his way .  not going to happen.  He is a screaming abusive bully./   We fixed his motor and it runs great.   he complained about a bolt which broke off.   Its not our resoncibity that something is used in salt water and bolts break.  He has tried with the state attorney general   He is trying to charge back his credit card.  I should of made him pay cash.  He wanted to be told what was wrong with the engine with out touching it or looking at it.  **** is so stupid he could not understand the most basic of things.  **** complained that we never called him.  We did not need to as he called every day .  Litterly just about EVERY day.  I told him the part had to come from the factory.  Pretty simple to underrstand but he is so stupid he could not understand that.  **** said he could fix the motor him self.  We he could not or he would not of brought it to us.  Second  he called for the previous several weeks trying to fix it with FREE ADVICE.

   

  **** is an idiot  an abusive person and a Bully.  We do not put up with Bullies here.     thanks   ***
  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22534875
  
  I am rejecting this response because: none of what *** (the owner) says is true. I purposely did not raise my voice while talking to *** and remained calm throughout the entire encounter while I tried to negotiate a settlement on the invoice. Furthermore, and prior to my in-person encounter with ***, I called to request an estimate for the cost of repairs on numerous occasions. On those occasions, I talked with ***** assistant (******) and instructed ****** that repairs were NOT to be completed without my approval. I informed ****** that I would pay for diagnostic services. I was never provided a cost estimate nor did I ever receive a call back from *** or his assistant after repeatedly requesting status and cost estimate updates. The first update I received was when *** told me he had replaced the water pump.

  Concerning ***** barely comprehensible response, it appears ***** memory is faulty as my initial phone call requesting service came the same day I brought the motor in for repair. I never asked for free advice, I merely called to inquire about their schedule to get the motor in for service. FInally, unlike ***, I NEVER resorted to name-calling and in no way implied that *** himself was abusive despite ***** actions to call the local police department (many of ***** former clients attest in their reviews of his service that he called the police when he tried to make them pay for services not authorized). It's clear based on ***** response to my complaint that if anyone is behaving as a bully or was acting abusive, it's *** as well as his 'friend' who took a stance against me that gave me the impression he was about to become violently abusive.

  I have updated the dispute filed with my credit card company against Cascade Marine to include a refund for all costs pertaining to repairs that were performed without authorization. The total amount now in dispute is $586.07.

  Sincerely,
  
  **** *****