ComplaintsforPlano Marine

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2022 I paid over $30,000 for repair work that encountered countless delays and took just under 5 months to complete. After just a few months one of the rebuilt motors went out in November 2022. I contacted Plano Marine and they were not able to have someone look at the problem until they came back from holiday break the second week of January. Once they established it was a bad engine block they assured me that they would pull the old motor out ahead of time so they could put the new one in when it arrived. After a couple weeks of delays when they completed the work the engine block that was put in was determined to be bad and a different block had to be ordered. The engine block was scheduled to be delivered on 3/7/23. I have called numerous times and left messages to try and get a timeline for the work to be completed and have not received a response back. Communication has been a problem in the past so I make a point to go there in person to receive communication. Plano Marine suffered damage to their building from a storm on March 2nd so I am not able to go to the service ************************. While I understand this storm has had an effect on this current delay in repair work this has little to do with the lack of response to my calls and text to try and establish a timeline.

  Business response

  03/31/2023

  As a business, we at Plano Marine understand **************** frustrations.  Unfortunately we are at the discretion of the vendor, ******, whom supplied ** with the rebuilt engines.  ****** has numerous hurdles and checks that we must perform before they authorize a replacement unit. 

  To help understand the delays and length of time *************** boat was at the Plano Marine ******************* here is a quick synopsis of events.  Our mobile service team traveled to his boat located on Lake Lewisville for the initial diagnosis which resulted in us transporting the boat back to our facility on January 17, 2023. 

  We received the first replacement engine on January 24.  Then January 25 thru February 4 Plano Marine was closed due to the freezing ice storms in the DFW metroplex.  We returned back to work on Monday, February 6th and resumed working on his boat.

  Upon assembly of the new engine, it was discovered the fuel injectors were bad. These particular injectors were on back-order thru MerCruiser.  We always use and prefer OEM injectors.  After numerous hours spent searching the internet, we were able to locate actual OEM injectors which were ordered and arrived on February 16th. 

  Engine was assembled and installed, then upon test run, it was discovered that the engine had an internal issue.  We contacted the supplier on February 27th, they deem the part to be faulty and needing replacement.  The replacement was scheduled to arrive on March 7th.  On March 2nd our facility endured a massive severe wind storm (over 80mph winds) causing major damage which forced our business to be closed through March 17th.   We were able to return to FULL operation status on March 20th, at that time we were able to assemble and install the new engine.  We then lake tested the boat at ******** and it passed the run test.  The boat was then returned to the customers ****** on March 27th

• Initial Complaint

  06/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This is the text of the first email I sent to Benny R** the owner of Plano Marine that does business in several cities in Texas including: Pottsboro, Lewisville, Longview & Chandler'spoint. The fact is Plano Marine charged me a service fee only to damage my generator that ********** ***** **** service department had to repair. Benny, We spoke by phone last week about the damage done on my Kohler generator by your service representative @ Highport. I just feel that the appropriate thing for you to do is refund the service charge I paid Plano Marine Highport, plus pay me back for the repairs I had to pay to **********. Just to be perfectly clear. Who ever that was from your company that did the work. I watched them on my engine room Nest video & he was acting very strange, almost like he was under the influence of something. Talking to himself & even making a weird face to the camera. I had told Donna in your service department that I had already diagnosed the the issue & had ordered a fuel pump online and would get it to them if they didn't have one. First he misread the dipstick & overfilled the crankcase in the Ford industrial engine of the Kohler 10kw generator. Then he held the start button down for a very long time, several times. He then commented about the '"' burning smell & later had Mark P***** with him & they both commented on that smell. He had also spilled oil when he added a quart & commented to Mark about the seals leaking oil. This generator is a 2003 model with less than 150 HOURS! Of course that smell came from him barbecuing the diode bridge in the generator control box along with some wires. They both made the comment that the generator was toast & must be "tagged". I feel this shows incredible incompetence in diagnosing the simple issue of a failed electric fuel pump. I assume he would have tried to sell me a new generator for $15k-$20k. I would appreciate a reply & refund. Then, we can both respectfully go our separate ways.

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