Lacey's Narrows Marina Yankee hating shade tree mechanic unnecessarily and incorrectly assembles boat engine cooling supply pump causing fire, $2000.00 damage, grandchildren endagerment. Greers Ferry Arkansas
Subject dealer solicited replacement of engine cooling water supply pump impeller claiming factory recommends 1 yr. max. Later find factory rec. is 3 yrs.
Impeller they replaced failed within minutes of putting boat into use causing engine overheat, burning damage, and grandchildren terror.
Dealer refuses to even discuss, citing wear part, and claiming owner at fault due to probably running out of water WHICH WAS NOT DONE. Failure analysis disassembly inspection by different dealer and qualified mechanic showed instantaneous catastrophic rubber impeller failure with no smearing as with having been run dry.
Suspect challenged dealer did not prelube new impeller to compensate for first time start dry spell as recommended by factory causing impellers to stick and tear from hub.
Initial requests were professional/mature/honest discussion re what happened to ease repeat fears, till they turned AH's.
Numerous attempts to speak with dealer personnel unsuccessful, so filed report with Arkansa Better Business Bureau. Explained in fair detail what happened, that complaint sent to challenged dealer by BBB - at last allowed minute subject dealer reponded with personally insulting and smoke blowing note that said not a word about any resolution/discussion attempts. I responded indicating not satisfactory as choice from BBB communication along with my thoughts at that time - Arkansas BBB responded almost instantly with "You may not agree, but their (BBB) review indicated challenged dealer made reasonable attempt to satisfy complaint, so complaint closed !!! ??????
Copies of all communications are available, would love to get opinions as to what others think of their "offer", which did not exist and to see how they operate, esp. the general manager. (They are generally just a salesman with ultra high speed lube on jaw pivots)
Should be mentioned that shop practices observed at challenged dealer were noticed to be sustandard and crude at time of boat pickup. Also conversation between dealer shop personnel overheard projected a very high disregard for "Yankees" !! Also note, after asking challenged dealer to cover boat with supplied custom canvas covers to protect it till pickup, boat was found parker under pine tree, filled with pine cones, pine needles, pine sap, and snow/little ice - canvas covers piled in a heap on floor.
Just never know who sleeps with who with today's costumes.
Tiredofit
Anywhere, Arkansas
U.S.A.
2 Updates & Rebuttals
Joe Lacey, Owner
Greers Ferry,Arkansas,
United States
Management Changed, Would Like the Opportunity to Make Things Right.
#3REBUTTAL Owner of company
Wed, December 13, 2017
Lacey's Narrows Marina, Inc. was founded nearly 40 years ago in 1978 by the Lacey family. It our aim then and still now to go above and beyond for our customers, in fact, our motto is: "our business is your pleasure". Any company from time to time misses the mark on providing consistent customer service and we would like to ask for the opportunity to apologize make things right for what happend many years ago.
I can't personally speak to the incident at hand as I was not working at this location when the events transpired, but from reading the ripoff report I can and have put myself in the customer's shoes and I agree... he was not treated fairly based on our current policies and from what our society accepts as a fair transaction. In our business it is not unheard of for a brand new replacement part to instantly fail, these impellers are small rubber/plastic pieces that undergo enormous stress when manufactured and also when installed in the boat. I do believe that the part failed as the customer described, and for that we are deeply conscerned. The issue was not handled as it usually was handled back then, and definitely not how we handle it now. Our policy dictates that in this specific situation we would replace the defective part at our expense, not the customer's.
To that end, we are asking to have the opportunity to make this matter right in the eyes of the customer and I would ask that the lines of communication be opened to remedy this tragic event and the bring some peace to both parties. Please reach out to me at your convience to discuss what we could do for you, to make up for what we failed to do then.
Tiredofit
Peoria,Illinois,
U.S.A.
Part manufacturer's failure analysis report for part distributed by Lacey's Marina, Greers Ferry, Ar.
#3Author of original report
Wed, August 27, 2008
27 Aug. 2008
Failure analysis of the root cause part by the part supplier indicates particular part installed by dealer in question was out of it's shelf life. I.E., it sat unused on their shelf too long, causing rubber to become harder, brittle. Obviously do not rotate stock. Probably failed the first crank. Based on all story indicators, appears dealer thought putting it in non local boat and a "Yankee" to boot would be best way to capitalize on profit.
Small wonder their defense is vicious denial, personal qualification attacks.