Short version: I waited a full month for a tune-up they told me would take 1 week. I repeatedly requested to be contacted with an estimate before proceeding, and never received any communication at any point until they called to say it was done. Bill was twice what I expected. I expect the work will be done well as they’ve never made mistakes on any of my stuff. But their scheduling and customer service is going to have me trying a new shop next time.
Long version: Dropped off my 1960’s 6hp Merc to Supreme Marine on Thurs 6/7. Symptoms were the motor started up great and revved right up but would always bog down and kill. I asked them to check the carb and fuel pump out. When asked how long at that time it was “next week.” I also said given the age of the motor that I wasn’t looking to spend a big chunk of change. I requested that they follow up with an estimate so I could weigh my options, etc.
After hearing nothing I called in on Friday 6/22 and they apologized, said they’d been slammed, and that my motor would be looked “in the next day or two.” I’m patient enough, no problem. I stress again my approach and ask for them to call me with an estimate when they get to it.
After more silence I call back on Monday 7/2. They still haven’t even looked at it. I learn that the owner is the only one who works on older motors and he gets to them “when he can.” I talk to the owner and he promises he’s working on it first thing the next day. At this point I don’t really believe him, so I get off work a few minutes early and pay him a visit in the store. My plan at this point is to just take it home with me since I assume he hasn’t started on it yet.
To my surprise he’s got my motor on his bench. At this point he’s adjusted the spark and replaced some mounts to prevent a minor exhaust build-up under the cowling. The spark thing, I get it, but he should’ve called me before he started macgyvering cowling mounts on a 50-year-old duck boat motor at $110/hour. Anyway, he promises me that he’s really close, all he thinks is a quick carb clean so I leave it there. He says he’s coming in the next morning (4th of July) to finish and will call me then.
More silence til Sat 7/7, owner calls me just before shop close to let me know the motor’s done and running great. He leaves a voicemail and he says “I figured I would’ve heard from you by now” as if it’s my duty as a customer to call him and check on my motor every day.
I go down to Supreme on my lunch hour to pick up my motor. I look at the bill and my eyes get a little big. Turns out he opted to rebuild the entire carb, again without touching base with me to give an estimate or get approval to do the work. The cost of the total parts and labor ($289) wasn’t crazy for what he did, that’s not my issue. My issue is that it’s simply more than I wanted to spend on a 50-year-old motor. And I repeatedly stressed a cautious approach and requested approval the final plan, only to never receive a single phone call at any point, except for the “it’s done” call, al full month later.
I was polite but expressed my displeasure with the situation and suggested that they knock $100 off the labor bill. The owner reluctantly agreed and said “It’s running great, don’t bring it back here again.”
Bottom line — I’m confident the motor will run great. The quality of work has never been a question in my 5 years of being a customer at supreme (tune-ups, impeller change, prop reconditioning, etc.). But everything else was absolute crap on this experience, and the majority of it boils down to honest, open communication:
1. You only have one mechanic who works on old motors? Tell the customer that!
2. The realistic time table is 4 weeks? Tell the customer that?
3. The repair is going to cost as much as the motor is worth? Tell the customer that!
4. You don’t really want to work on old motors cuz they’re more trouble than they’re worth? Fine, tell the customer that before he leaves his motor with you and loses a month of prime season.
