Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were having an issue with our boat motor and went to Moon River Marine on Wednesday Aug. 20 looking to have it fixed. We called ahead and the manager told us we needed to get there by 4 pm. We said wed try our best but our motor was stuck in idle, and only went about 3 miles a hour. We arrived around 4:40 pm. We asked if they had time to have a look. The staff there said yes and tried a few things, including changing the spark plugs, but couldnt fix it and sent us on our way at 5:30 pm. They said theyd call us if they could find a part for it. Instead, they never called and charged our credit card $387.93 for the service. The bill included a $330 charge for labour ( 2x their normal hourly labour rate of $165). Plus $13.30 for two spark plugs. We called the general manager ***** ****, to ask why we had been charged so much without anyone even presenting a bill or estimate to us first. He was combative and rude from the start. He said he charged us double the hourly rate because his staff had to stay late to help us. We were never told there would be any after-hours premiums and would have opted out if we had know the fee would be so high, especially with no guarantee that it would be fixed. During our call, Mr. **** insulted us for having an off brand boat and suggested we were being ungrateful by disputing the charge, since his staff tried their best to help. While we were grateful for the help, we were never informed and never consented to the astronomical labour rate of $330 per hour. Our little motor is a 35-year-old eight-horse power Evinrude. It probably isnt worth what they charged us to look at it. And were left with a $387.93 bill and a broken motor. We cant help but feel Mr. **** is taking advantage of us. We believe a reduction of $165 is in order, to bring the bill back to the normal hourly rate.

  Business Response

  Date: 26/08/2025

  Customer was billed appropriately 

  Customer Answer

  Date: 26/08/2025

  Complaint: 23784473
  
  I am rejecting this response because: The business provided 45 mins of service, 30 minutes of which were after hours. They charged me double the shop rate (2x$165 =$330/hour) for a whole hour. I was not informed that I was paying double the shop rate at any time and the mechanic never indicated to me that there was any issue with it being a little after hours. When I asked the mechanic at 4:40pm, did he have time to have a look at my motor...he said sure.  When we were leaving at 5:30pm, the woman at the desk asked for my credit card number. She said that she would not charge anything yet and that she would check into getting a part the next day and give me a call. She never did. I went into the office the following day and was given a receipt for $387.93 that had been charged to my card. Does this seem like an appropriate charge? As well, the motor is still not repaired. $330/hour...come on!
  
  
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 26/08/2025

  Customer was told to show up no later than 4pm to ensure that work would be completed by 5pm when the technicians leave. Customer ignored this request and chose to go to his campsite and unpack before proceeding to the ******* Customer was offered mediation on the phone regarding bill. Customer offered to pay "less than half' citing that he managed a fleet of automotive repair technicians and knew how billing should be done. Customer works for Community Living in ********, *** A resolution was not reached. Customer was provided the assistance of 2 technicians to expedite repairs which was not mentioned in complaint. Customers motor was previously serviced at another location. Parts required to complete repair were not in stock once issue was discovered. Motor could not be repaired on site - customer was billed for time and materials. 

  Customer Answer

  Date: 26/08/2025

  Complaint: 23784473
  
  I am rejecting this response because: I did not ask the mechanic to work overtime. I asked if he had time to take a look. Is it not reasonable to expect to be told if I am going to be charged $330/hour for 45 mins of time? As the business mentioned, when he told me that I obviously know nothing about mechanics or body work shop time, I told him that I manage a fleet of vehicles. At Community Living ************, we own 40 vehicles and I can tell you that I have never paid shop time of $165 per hour, let alone $330 per hour. I have also never had someone charge my credit card without first telling me what I would owe. This merchant asked me what I would think would have been fair and I told him I would not have expected half of what I was billed. I asked if he was offering any resolution and he said take it up with your credit card company and then said goodbye. 
  
  
  
  Sincerely,
  
  **** ********