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:08/01/2023

  Type:Product 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 4/24/23 I met with ********************************** at ******************************* Middle River, MD to to discuss installing ****** product on my sailboat. I was assured that the job would be done by memorial day. I received an estimate on April 24 for $1,399.230, and sent a deposit of $699.60 on 4/25.On June 7, I began to call ********************** at the number listed on the estimate. ************ to get a progress report. Later I discovered the number was incorrect. I got his cell number and was able to reach him and discuss the issue, and was told it would be done soon. Repeated calls thru June went unanswered, On June 20 I sent a message, "how about an update, I'm getting concerned. Still no reply. On July 13 I contacted ***. ************************** ************ and discussed my concerns. He spoke with ********************** and ********************* promised he would call me the next day. I received no call from him. Additional phone calls from **** ****** went unanswered. I also made several attempts to contact the manufacturer ****** at ************ and they also go unanswered. I feel I have given Me ********* ample time to complete the job. Under no circumstances would I permit to proceed, and if he would board my vessel, without my written permission, I would initiate trespassing charges against him. I would only be satisfied with a full refund of my deposit before I proceed with legal auction against him.

  Business Response

  Date: 08/09/2023

  I am responding to ************************* issues he describes n his complaint. 
  

  As discussed his estimate and initial deposit is accurate. I proceeded to digitally scan his vessel as agreed and submit the CAD files I obtained. After the initial scan I returned to the vessel for additional details that were needed in which **** was informed about and agreed to, at which time he was informed the were some delays from the manufacturer. We did have communication with **** in reference to the delays out of our control since the manufacturer was experiencing unexpected delays. On July 13 I received a call from a ***. ******* calls were made to **** with no response, at which time a message was left that I would be on vacation for the next week and a half with no cell phone or e mail communication. Upon returning from vacation we continued to try and contact **** with multiple calls and messages. We finally made contact with **** at which time he was very rude and did not want to listen to any type of reasoning for the delay. We offered to complete the job at a discounted rate of cost of materials only and he refused. We gave a 100% discount due to this and still offered to complete his job for only the cost of materials. At this time we have not received any response which is typical of the entire process with this customer. 
  

  we still stand behind completing his job at a 100% loss in efforts to make him satisfied with his original request. This customer has failed to respond to any effort of communication directly and only has went to outside sources. 
  

  we feel confident and comfortable in the fact we offered everything within our ability to try and make this customer happy after the delays, unfortunately he is not willing to accept the fact there were delays outside our ability to control.

  Customer Answer

  Date: 08/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  I did receive a full refund and am willing to drop the matter.  However I will not agree with his statements that he tried to contact me.  His version of this transaction is completely false and I have ******** *******'s word to substantiate it. 

  Furthermore, action was only taken once I contacted the manufacturer and complained.  The manufacture did have another authorized dealer reach out to me and offer to complete the job.
  
  Regards,
  
  *********************