Bay Marine Of Sturgeon Bay Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Ron ***

I have received your notice of complaint ID#*** and reviewed the information with all parties involved at Bay Marine.? As I understand it there are complaints brought forward that we do not agree with.? They have been listed as;1.? ? ? ? ? ? Intentionally
tried to run boat aground2.? ? ? ? ? ? Continuous requests for storage fees that were not due3.? ? ? ? ? ? Did not act as agreed on the offer to purchase4.? ? ? ? ? ? Lost property5.? ? ? ? ? ? Refuse to provide manager contact information6.? ? ? ? ? ? Delayed receipt of sale proceeds? 1.? ? Intentionally tried to run boat aground.? As Mr*** made clear in his description, our staff had no clue that they were coming to Sturgeon Bay that day.? *** received a phone call from Mr*** after he in fact had arrived in Sturgeon Bay with his boat.? At that time he asked where our service facility was and *** informed him that it was to his right after he passed through the second bridge.? He also informed Mr*** that our dock was full at the time as we were not informed of his plan to arrive.? *** and other staff members quickly made room to accommodate him at our dock.? At no time were any employees of Bay Marine on the boat nor did *** or anyone else give directions or lead him to a potential grounding.? Given the fact that the Mr*** showed up unannounced late on a busy? Friday, I feel *** and our staff treated them very well.? Continuous requests for storage fees that were not due.? After speaking with our office manager, the best I can tell is that Mr*** received free summer indoor storage but was asked to provide proof of insurance, which it appears he didn’t provide until it was time for winter storageHe also indicated he wanted indoor heated winter storage if his boat didn’t sell.? As is often the case, we had a waiting list of customers for indoor heated winter storage.? We try our best to hold spots for brokerage customers but we continually ask for commitments from owners as we try to plan our winter storage spaces every year.? I believe Mr*** is confusing our desire for a commitment as a request for payment.? The winter storage agreement would have been sent to him as early as June and, after looking into our records, his invoice was mailed out on September 16th? and was paid by Mr*** on October 15th.? Even with this, Mr*** didn’t commit to winter storage early enough to get a space in our facility on the water.? As a good gesture of customer service and at no charge, our service department lowered the radar arch on his boat in order to be able to transport the boat to our facility on the highway and raised the arch back up again in spring after the boat was launched, at no charge.? 3.? ? Did not act as agreed on the offer to purchase.? I spoke with both ***, the listing broker working on behalf of the ***’s, and Jon, the selling broker working on behalf of the buyers, about this issue.? Both were in agreement on how this happened.? Jon presented the initial offer to *** who intern discussed the offer with Mr***.? After discussions of how the offer was subject to survey and inspections, *** recommended to Mr*** to counter the offer $higher in case items on the survey came back in need of repair.? Mr*** agreed with *** but told him not to lose the deal if the buyer was not willing to pay the extra $1000.? Jon presented the counter offer and the buyer agreed but asked if the ***’s would include the downriggers.? When the buyers were told no, they proceeded with the purchase without the downriggers.? In the end, the ***’s received $more than they were willing to sell the boat for.? I am not sure how that is bad customer service.? 4.? ? Lost property.? Again, I refer to Mr***’s own description where he states that *** did not want to represent the boat with the downriggers on.? It is clearly told to each of our brokerage customers that if they don’t want something to go with the sale of their boat, they should remove it from the boat or clearly itemize it as an exclusion.? In a show of great customer service, *** removed the downriggers from the boat and stored them at no charge to Mr***.? They agreed to keep the downriggers at Bay Marine in case potential buyers wanted to make an offer with the downriggers included.? downriggers and bases were kept at the Bay Marine sales facility with the remaining items left on the boat along with several rods, reels, numerous containers of tackle and other numerous personal items.? As the ***s didn’t have room in their car at that time, they returned several weeks later to remove the remaining items from their boat.? Again, they had the opportunity to remove what they didn’t want represented or included in the sale of the boat.? They also choose to leave the downriggers and bases behind at that time.? The boat was listed for sale June and was shown several times with the cords on the boat.? An offer was made on May 2016; it was countered and accepted on May 2016.? The vessel acceptance was completed on June and the boat closing was completed on June 2016.? At no time prior was it told to us or the buyers that the ***s didn’t want to include the cords in the sale of the boat.? In fact, the only time I found that it was mentioned was in an email dated? June 21, almost weeks after the closing on the boat? Bay Marine did not lose any items that belong to the ***’s.? *** and Jon in fact went out of their way to accommodate the ***’s demands and ask the buyers of the boat if they actually wanted the cords, which they did.? Mr*** requested the personal contact information of the buyers of the boat in order to contact them himself.? After asking the buyers, they requested we not give that information out.? 5.? Refuse to provide manager contact information.? ? We are a small business; I am not sure what would lead to this accusation.? I am the owner; we have a general/service manager, office manager and a sales manager (***).? ? I and *** spend most of our time at our highway location, which does not have land-line phones.? When a call comes into our main location and someone asks to speak with a manager, the receptionist would have to ask questions to properly transfer the call.? If they asked for the sales manager, they would have been transferred to ***’ cell phone as he is our sales manager.? If they would have asked for the owner they would have been asked why (because we get so many telemarketers) and been transferred to my cell phone if they are a customer.? No interrogations, just clarification as to who to properly route the call to.? 6.? ? ? Delayed receipt of sale proceeds.? This accusation is actually the most offensive one to me.? We have guidelines in place to ensure the proper transfer of ownership in situations like this.? We maintain an escrow account to ensure this process for both the buyer and seller along with any financial institutions that might be involved.? When we receive funds from a buyer or lender, those funds go into our escrow account.? Outstanding balances and commissions at our business are deducted from the proceeds.? We are then required to forward any funds to the seller’s financial institution if there is an outstanding loan on the boat.? Remaining funds are then distributed to the owners of the boat.? This is all done after the official title of ownership (which will clearly show if a lien has been registered on the boat) has been delivered to us.? After the funds are released to the sellers, we then register the boat in the new owners name with any liens we are required to register.? It is also clearly stated in the offer to purchase that the ***’s were supposed to supply the title to us prior to the closing date.? This was not done and actually the ***s continued to demand their payment without supplying the title.? Wiring funds is the fastest way to transfer money and yes it can take 24-hours.? *** actually released the funds to the ***s prior to them completing their requirements to the sale which should not have been done until after we received the clean and clear title signed over for purchase.? In actuality, the delay in receiving funds was due to the ***s failure to supply the proper paperwork.? In summary, the accusations the ***’s have made on Bay Marine, *** and Jon are completely off base and a direct attack on the character of good and honest people that work hard to provide outstanding customer service.? After discussing this with my staff, the ***’s were described as difficult customers at best and I am proud of my staff for how they handled this challenge.? I request these complaints be denied immediately and not posted in any manner.? If the ***’s want to continue to assert that we owe them money after achieving an extra $1000, they weren’t expecting, for the sale of their boat, I suggest they compare that to all of the services we provided them at no charge.? I am certain that amount will total well over $500.? I request that you acknowledge this response via email as I was instructed to reply within business.? I can also be contacted directly if you have any further questions.? I will be out of the office until after Thanksgiving but I can be reached by email while I am gone.? ? Yours In Boating*** ***Bay Marine ??" Door County, WI and Chicago, IL920-495-cell? 920-743-officewww.baymarine.net

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Ron [redacted]