By (I am a Customer) on Jan 09, 2013
I vacation at Deep Creek Lake for a week every summer and have had my Sea Doo GTX since 1996. During this last summer I stopped by the Aquatic Center to purchase some engine oil. I had been on the water with the Sea Doo and noticed it was running slow and would cut out. So upon payment for my purchase ... I inquired as to the back up for service. To my surprise I was told that there was only one boat ahead of me and it was currently being worked on. This was a Tuesday, we arrived on Sunday and would be leaving the next Sunday. I asked if I brought it in that day would I be able to get it back in time to enjoy the rest of the week. They said no problem. I was ecstatic as I have had difficulty in finding a good shop. Each day I called and each day I was told that it was next and it should be ready the next day. I never contacted them more than once a day. Finally, Friday I went in and asked what was going on. It was then they told me that their own equipment takes precedence for repairs and maintenance, but mine would be taken care of soon. I told them just to keep me informed with the truth, and not keep telling me it was next - I just wanted to be communicated with so that if they would not get to it, I could take it back and use it at less than full capacity. Well, they never communicated. Saturday I went in and got mad, they said they would check it out, which they did after basic service. Told me they would need to clean the carbs at $250. Did I want it done? YES! Maybe I could get a few hours of use before we had to leave. Finally, Sunday, after we had to leave the rental property, I went by the shop and asked about the status. I was told the mechanic who was working on it was off that day and would take care of it Monday. REALLY??? I was leaving that day, only 175 miles one way to home. They had the nerve to ask if I wanted to leave it. Sure! I want to make another 350 mile round trip and still not be kept informed. I decided to take it home, they charged me $120 for maintenance including replacing the plugs. Now I was really upset. I asked if their mechanic could tell what new plugs looked like, was told, "of course"! Then I asked why I was getting charged for new plugs when the ones in the boat were used for less than 15 minutes - the time it took to ride the boat to the Aquatic Center. No apologies, no understanding and he again asked if I would like to leave it. Then said how do you want to pay for the service? Our vacation is all about being on the lake, skiing, wake board, tubing and just riding around the lake. We got none of that this year and my family was extremely disappointed. If you should decide to get service make sure you understand that they will not communicate with you and will NOT accommodate you in any way.
By (I am a Customer) on Jul 15, 2012
This is my favorite dealer!