TENSEN'S MARINE SALES & SVC

I originally brought my boat to Tensen Marine because of their location - it is located right on my to work. 

I dropped my boat off on a Monday morning after having some trouble starting the motor on the previous Saturday at the lake, so I had asked them to try to solve the problem and also to fix my tilt-and-trim switch (they said a tune-up would be $80 and a $25 switch should do it); since I respected their pricing and was only into it for $100, I figure it would be a great time to replace a bent prop blade (the quote to replace it was $140),and finally I needed a small bracket for my trailer to support the motor guide arm (I figured that would be less than $20)... so I'm anticipating spending $260 and feeling pretty good about going to Tensen Marine at this point. 

So, each day I would drive right by this shop on my way to work, but I noticed that I hadn't really seen my boat move at all during the first week.  I called them ten days after dropping it off to see what the status of the repairs was (anticipating to pick it up soon) but I got a response that stated they "would be able to get to it over the next couple of days" and that the repairs shouldn't be "any trouble at all". So, I told them since it was already mid-September, I probably would just store the boat for the winter - I asked them what it would take to get my boat ready for the winter and the response I got was "it's no big deal, we'll just fog the carbs and stabilize the fuel".

Well, four more days later, I finally walked into the shop on a Saturday with my young son and daughter expecting to pay around $300, but when the women at the counter was done giving me her "what do you want" look, she casually grabs the invoice and says "that'll be four hundred and ninety-seven dollars". I felt like she had just kicked me in the stomach!  Now keep in mind, since committing to the early figure of $260, I was expecting to spend around $300, so I said to her "how does that happen that no one from your shop has the courtesy to call and make me aware that an additional $200 was going to be needed for the repairs?  She plays the "I'm just the cashier" card and just expects me to give her the money.  At this point, I'm looking at my kids trying not to lose it and all I keep thinking to myself is "what am I doing spending this much money on a 1979 Lund with a 40 hp motor that I use a few times a year"! 

I proceed to speak with one of the owners about the bill and I explained what I had agreed to and so we went through the invoice, itemizing and questioning why this charge and why that charge - because they charged me separately for "fogging the carb" and then a full $80 for winterizing. He tells me that some of the charges were questionable, then he wrote down my address and informed me that he'd look into it and likely send me a reimbursement check.  GREAT!  Until I wait another week only to hear nothing, so I call them back, only to find out that they are willing to send me a check for $35.... what... after all the breakdowns in communication and service, you feel that $35 is the right course of action? 

Well, I guess my course of action as a consumer is that I feel it is important to give others the heads-up, and now I understand why people like us sincerely appreciate the ability to use a great resource like Angie's List!  To end this story... the reimbursement check never found its way to my mailbox... and I have to wait six more months to see if the work they did will be satisfactory.