Duchow's Boat Center

This is a response to [redacted] review of our service department. [redacted].

Everything [redacted] states is more or less accurate. She did bring in her boat on 8/27/2014 for service, and picked it up completed on 9/5/14 at 10:30 am. We completed the service job within a reasonable timeframe. It is true that her parts had come in, and unfortunately they were misplaced. Once we realized this, we rushed a 2nd order in for the parts and finished the job 2 days later.

Both [redacted] and her husband [redacted] were very polite and cordial when they picked up their boat. They paid their bill without conflict or issue, and left to enjoy boating for the weekend.

Our ratings below reflect how we feel we handled this problem.

Unfortunately, as in all businesses, occasionally a mistake is made, but when it happens we identify it, apologize for it, and take steps to correct it in a timely fashion to our customers satisfaction. We also review where the breakdown occurred to prevent future issues.

The Duchow family has been involved in the Greater Milwaukee boating business since 1932 and prides itself on generations of repeat business and literally tens of thousands of satisfied customers.

Took my boat to Duchow's on 8/27/14 to have an impeller replaced. Was told it would be done early the following week. Since Monday 9/1 was a holiday I called them Tuesday afternoon to inquire on the status of my boat. I was told they would have the parts shortly and the work would be completed. I called them again Wednesday afternoon and again inquired about the status of my boat and was told the parts they had for my boat were missing or misplaced so they had to reorder them. Was told my boat would be completed FIRST thing Thursday 9/4. I called again Thursday afternoon when I still had not heard back from them and was told it would be done by END of day Thursday. This is the first time I have used their services and it will also be the LAST time use them or recommend them to anyone.

I was looking all over for a bigger boat to fit my expanding family. I saw one at Duchow's. I called them and told them that I live 4 hours from them and was skeptical to buy without looking over the boat. I really worked hard to make sure the boat was worth driving all that way for. I was assured there was nothing to worry about because they do a 35 point inspection. So I bought the boat based on their word that the boat was serviced by them and winterized by them. Got the boat home, waited until the ice was gone and took the boat out. Guess what? I barely ran. Couldn't even get it on plane. Took it to a local shop that I trust. They called today, $1100 to get it running. Maybe another $800 if I need a new fuel pump. I let Duchow know, "common problem" I was told.