Complaint Review: Waterworks Repair Ben Holcomb

We have a Sea-Doo (PWC) whose engine was running perfectly fine but produced almost no thrust.  Upon examination I discovered the plastic Wear Ring, which forms the circumference around the Jet Pump Impeller, had deteriorated.  I took it to Ben Holcomb at Waterworks Repair, 1477 East Hill Park Rd., Lewisville, TX 75056, because Ben assured me the job would be finished by Friday.  Ben sold me on replacing fuel lines, changing the Pump Oil and greasing the fittings.  I was told it was ready to pick up but when I arrived I was told they had bad news.  The engine was seized up and wouldnt turn over even with the spark plugs removed.  Ben said the engine needed a complete overhaul.  Knowing that couldnt be the case I insisted they disconnect the pump and try the starter.  When they did the engine spun freely.  Obviously they had set me up or they had not reassembled the pump correctly.  I had to leave it so they could correct their error.

Late on Friday I got a call the Sea-Doo was ready.  This time when I arrived I noticed the steering nozzle had not been reinstalled and the mechanic had gone home.  After reminding Ben he had committed to completing the job that day Ben agreed to finish the job himself.  He had to hunt all over the shop to find the parts that had been removed.  I watched while that assembly was completed.   I insisted on seeing that the Sea-Doo would run.  It did crank ok but he could hardly keep it running.  I checked the spark plugs and they were not even finger tight.  After tightening the plugs it ran perfectly.  I was shocked when presented with a bill for $970.58.

After barely over two hours of run time the steering mechanism failed and my wife and grandson were stranded on Lake Texoma.  The bottom bolt holding the steering nozzle had fallen out and the thrust of the jet caused the nozzle to break, leaving it dangling by the steering cable.  The self-locking nut could be easily turned using only my fingers.  This type of nut should never be reused.  With regard to the bolts that hold the Steering nozzle the Sea-Doo shop manual says the following ?WARNING: Whenever removing the screw always renew locking disks.  Screw must be torqued as specified.  The text and assembly diagram also specify that that Loctite (blue locking compound) should be applied to the threads.  I did not know that at the time but I observed this part of the work and know these steps were not followed.

I went back to Waterworks Repair with a diagram and list of eight parts required to properly complete the repair.  I requested that at a minimum they should provide me the parts at no cost.  I would get the work done myself.  He said, Ok, but it would take up to a week to get the parts.  The very last thing he said was Ill give you a call when they are in.  It has now been 22 days.  Between my wife and me we have made ten calls and Ben has not returned our calls.  I was told by a female who answered that, If Ben ordered the parts then he is the only one who can tell you if the parts are in.  Later when my wife tried to get a status the female who answered hung up on her.  Obviously Ben has no intention of doing the right thing nor does he have any intention of honoring his commitment.

I would advise everyone to steer clear of this place.  They are disorganized, they try to sell repairs that are not needed, they do sloppy work, they do not follow specified procedures and they grossly over charge.