ComplaintsforCrowley Marine, Inc.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The dispute involves a starter motor that I bought from the company. The resolution that I am seeking is to be allowed to return an unopened, unused starter motor for my boat that I ordered for a full refund of $952 On April 12, 2023 I ordered a starter motor from Crowley Marine . The starter did not work. I returned the starter under warranty. On May 30 ***********************, ******** associate, left a phone stating the starter was faulty, so the company was going to give me my choice of getting a new starter or a refund. On May 30, Crowley Marine ordered a new starter for me, but when it was found to be out of stock, they cancelled the order. I examined their policy for cancelled orders and found that they were usually refunded in 1-2 business days. I located a different starter to fix the boat. The next day I called Crowley to inform them that I would take the refund and was told that they could not provide a refund until they had heard back from the manufacturer. On June 20, an associate at Crowleys called to tell me that they had received the report back from the manufacturer and that the starter motor had checked out okay. I told them that due to their message and the cancelled order for a new starter I had located a different one and no longer needed their starter, but needed the refund. The associate told me the best the company could do was to refund me $200. I told him that there was no way I could accept $200 for a $950 starter. I received the starter on July 3, and immediately reached out through the companys contact us, link on their website hoping to bring a resolution to the problem My argument is as follows. The company told me the starter was faulty on May 30 and stated I would have the option for a refund. On that day, the company reordered and cancelled a new starter when it was out of stock. Company policy states when an order is cancelled a refund will be issued within a few days. I acted on the information the company provided and decided to get a starter elsewhere. After I acted and got a starter elsewhere, the company claimed that it had made a mistake in informing me that the starter was defective. At that point, rather than offering me a full refund, the company offered me $200 for the starter. Knowing this was a bad deal, if not a deceptive practice, but having no power to change outcomes, I had the company ship the starter. None of this was my fault, the company had a miscommunication that I acted upon. The starter they sent back remains in the original box it was shipped in and is unopened. I propose that an equitable solution is for the company to send me a return label and refund me the original cost of the starter $952. That puts us both in the same situation as before the transaction began.

  Business response

  08/01/2023

  ******************************* purchased a starter motor on April 12th, 2023. The motor was potentially faulty so it was returned to us for warranty inspection.
  Instead of waiting for the warranty process to take its due process, as is customary, we made a policy exception and sent the customer out a new starter motor at no additional cost.
  In the meantime, ****************** purchased a starter motor from another company. He then expressed his interest in returning the replacement starter motor to us for a full refund.
  As is stated clearly on our website and the receipt given to ****************** All sales on electrical equipment including starters, powerpacks, coils, etc. are final..

   

  
  However, given the circumstances, we will make an exception. We have recieved the replacement order and went ahead and refunded ****************** the full amount. Attached is transaction details for the refund. 

   

   

  Customer response

  08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  Customer response

  08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 25, 2023, I placed an order (******) for two gallons of motor oil including shipping and tax ($26.62) from Crowley Marines web site. On March 3rd, I received two quarts of oil via **** I contacted the Crowley Marine who said I ordered two quarts of oil. This is change in measurement units is a clear misrepresentation of the nature and quantity of the product and includes a misleading representation of the product. I would like Crowley Marine to honor the original advertise product for the advertised price.****************************

  Business response

  03/15/2023

  Hi ****************,

  The screenshot shared is not of our website. It seems to be pulled from ****** and unfortunately we have no control over how they display products.On our website however, we do have these products accurately priced. We have a carousel of pictures for the 4 oils sizes we carry and we presume the picture you are looking at Is of the gallon however the description and price are accurate for all of the sizes. I have attached screenshots of our website for clarification.We are no fault here however we do want to keep a customer happy by any means. We are willing to offer the gallon of oil with a discount of 15%

   

   

  Customer response

  03/15/2023

   
  Complaint: 19538394
  
  I am rejecting this response because: the screenshot from your website clearly indicates that the cost of one gallon of oil was $26.00 and is on sale for $9.99.  I would like you to honor your advertised price, provide two gallons of oil for $9.99 each and change your add as not to mislead anyone else.
  
  Sincerely,
  
  *************************

  Business response

  03/22/2023

  Hi ****************, 

   

  We understand your frustration. We are putting ourselves in your shoes and I can tell you that it is not a good feeling when there is false advertisement. Please go to our website: 

   

  ***************************************************************************************************************

   

  If you look and read at the descrption it says **** and the description says quart bottle. The first picture shows a gallon I think this is where there is a misunderstanding however we clearly state that this is a quart. It will also show this description if you add to cart. 

   

  We are only in control of what our website says. The other screenshot you shared of ****** is something completely out of our hands. Again, we would love to help with this and if we can offer a discount we will. We have not had any issues with our page for this part you mentioned so we are hoping you can understand where we are coming from. 

   

  Thank you

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