ComplaintsforGulf Coast Mobile Marine LLC

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/28/2023 at 8:30am, we delivered our pontoon boat, by way of the Park Ave boat launch, to Gulf Coast Mobile Marine for routine 300 hour service. Part of this service involved replacing the cooling water impeller in the lower unit of the outboard motor. The cost for this service was projected to be $745, and a trailer rental fee of $90. The service was expected to be completed in a few hours. Throughout the late afternoon we asked for updates on the progress and were told it was not done. That evening we were told a part of the lower unit was bent and the lower unit could not be reinstalled. The next day we went to see our boat the "shift shaft" was indeed bent. They claimed it was that way when it was disassembled and they were not responsible. They collected $835 for the work performed even though the outboard motor was in two parts. They towed our boat back to us the following day, 3/2/2023, after not being able correct the problem. The plan was for them to have the lower unit repaired in the next week, or so. The next communication asked for money as a deposit toward repairs and time they would be using in getting the matter resolved. We asked for the contact information of the other parties involved in the transaction (lower unit repair shop, trailer provider). They did not want to do so and withdrew from further work. When we retrieved the lower unit and took it to a company (Outboard Marine), that is in the business of repairing them, we were informed that the only way they had ever seen the "shift shaft" get bent was during improper installation. The cost to repair the lower unit will be approximately $1,000.

  Business response

  03/23/2023

  To Whom It May ****************** first part of the customers statement is accurate. We performed a full 300-hour service on the engine and lower unit, which involves replacing all filters, engine and gear oil, spark plugs, thermostat, gaskets, zinc anodes, lower unit water pump, removing the prop for cleaning, and engine inspection. Parts and trailer rental amounted to several hundred dollars out of our pocket.

  Once the mechanic removed the lower unit from the engine, he noticed that there appeared to be a lot of stress on the area where the lower unit shift shaft pin enters up into the shift shaft. We still performed the water pump replacement and gently removed any salt residue. The mechanic noticed that the lower unit was not reinstalling easily, and the mechanic did not want to force it. He then had a second mechanic come out and assess the lower unit shift shaft at no extra cost to the customer, he agreed that there mustve been some un-due stress whether it be recent or past that caused the shift shaft to be slightly crooked. He was also unable to reinstall the lower unit. At that point we contacted a specialty shop to find out if this could be repaired or replaced and reached out to the trailer rental company to see about extending the rental. We contacted the customer and informed him of his options. We also at this point towed his boat back to his lift at no cost to the customer.

  What concerned us greatly was his response was to ask for all of the names and phone numbers of the repair shop and trailer rental company as if we were cheating him and he completely did not trust us any longer. We asked for a deposit to move forward as we were already losing a significant amount of money on this job and sensed his lack of trust he would withhold final payment.

  To refund the customer after all the time, effort, and materials (replacing all filters, engine and gear oil, spark plugs, thermostat, gaskets, zinc anodes, water pump, etc.) that was put into this job would be ******** as we are already at a significant loss.  

  Customer response

  03/24/2023

   
  Complaint: 19637211
  
  I am rejecting this response because: I would like an impartial third party to review this matter and render an opinion.
  
  Sincerely,
  
  *************************

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