- Report: #1534503
Complaint Review: Sail Onyx - Miami Fl
Reported By:
Geoff W -
Deerfield Beach, Florida, United States
Submitted:
Updated:
-
Author Not Confirmed
Why?
Sail Onyx
3145 NW 38 St Miami, 33142 Fl, United States
Phone:
7865054259
Web:
sailonyx.com
Categories:
Business Rating:
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Sail Onyx A TRUE NIGHTMARE EXPERIENCE! Miami Fl
In August of this year we contacted Sail Onyx regarding a fuel system problem we were having with the Mercury Smart Craft System. Sail Onyx charged us an initial $250 just to schedule a service call. During the service call the technician fiddled around with the Smart Craft gauges and the helm wiring for an hour. Then he told me he needed a special diagnostic tool that he would borrow from a company in Pompano Beach during his lunch hour. Unable to procure the diagnostic tool, he changed his story when he returned from lunch, telling me we didn’t need the tool after all. We would just need to purchase a tool that connects the Smart Craft system to the Raymarine chart plotter display. This made no sense, since it would simply transfer the erroneous data from the Smart Craft display to the chart plotter display. He spent another two hours removing the floor and checking the continuity of the wiring from the engines to the fuel senders and the helm. This had already been checked by a previous service company, so no problem was found. When I asked the technician if connecting Smart Craft to the chart plotters didn’t solve the problem, he replied, “Then you have a bigger problem.”
When we received an invoice from Sail Onyx, they tried to charge us for four hours work when he was here for three hours, plus a processing fee. To avoid the processing fee I offered to pay by check, but they said they don’t take checks. They suggested Zelle, but we don’t use Zelle since there is no recourse if there is a problem. They admitted the invoice should have been for three hours.
On the phone the Sail Onyx service manager told me we could see the technician’s report. Then the service representative said we couldn’t see the report until we paid the balance. He said he would have the service manager call me but he never did.
They wouldn’t answer my questions regarding the special diagnostic tool the technician was going to borrow during his lunch hour and wouldn’t let me speak to the technician. I spoke with Mercury Marine and they verified that a special proprietary diagnostic tool was required to correctly troubleshoot the Smart Craft system. Obviously Sail Onyx doesn’t have this diagnostic tool.
It took over two weeks for Sail Onyx to send me a corrected invoice (for three hours work instead of four).
After we paid the invoice they sent the report which consisted of some pictures and two or three short paragraphs. No problem was ever diagnosed, and it again suggested we purchase the tool that simply connects Smart Craft to the chart plotter display.
So, we spent over $800 with Sail Onyx, they didn’t solve anything, and they were a total nightmare to work with.
Buyer beware!!
