Land & Sea Marine Service

Temecula, CA

Michael of Temecula CA (6/11/02):
I took my 1999, 21-ft Chaparral runabout to Land & Sea Marine Service for repairs to the shifting controls. The boat would not come out of reverse. While in the store through suggestive selling I also decided to get the 100-hour service check done on the boat.

On 15 Feb I picked the boat up, at which time the shop mechanic and owner Michael S explained to me he removed the shift assist, (Mercury Marine Part, Spring guide assy, part # 813995A1). He said the part was not required, that Mercury Marine issued a service advisory for its removal. He also stated that the part was only in place for “women drivers” in the event of an emergency to assist them in getting into neutral.

Thinking his last statement was somewhat odd and sexist, I accepted the boat on his credentials and paid him $425.27 for services rendered. My family and I took the boat out soon after only to find the problem with the reverse was not fixed. This time I was unable to get the boat stopped and ran aground ruining a brand new prop I had purchased from Land and Sea Marine a day prior to our boating.

After returning home I called Land & Sea Marine about the recurring problem with reverse and mentioned I had ruined the new prop I purchased that Friday. I spoke to Mr. S. During the conversation I also spoke of my concern for the serious safety issue to personnel and the mechanics of the vessel, when not being able to get the boat out of gear. Mr. S told me he would not be able to get to my boat for several days.

Meanwhile, in question of Land & Sea’s removal of the spring guide assy, I contacted the dealer where I purchased the boat (Boatland) and Mercury’s consumer hotline (speaking with Mike Sheline). It was then I discovered through both contacts the OEM part Spring guide assembly Land and Sea removed is required and furthermore there is NO service advisory for its removal. This was verified through the boat’s serial number.

Boatland requested I bring the boat in for proper repairs. On April 19, 2002 I took the boat to Boatland. May 7, 2002 I received the boat back from Boatland and paid 169.85 for repairs and 182.75 for a new prop. It was noted on Boatlands work order “SHIFT MISADJUSTED TOWARDS REVERSE AND ASSIST HAS BEEN REMOVED.” I went boating the following weekend to ensure repairs were made. Reverse did in fact work properly.

I then contacted Land & Sea Marine on May 15, 2002 again speaking with Mr. S. Over the phone I explained what had transpired and that the dealer found a missing part. He then claimed he did not remove any parts and told me I needed to learn to operate my boat better. He eventually hung up on me. My wife, mother, son and I went to his shop immediately trying to resolve the issue and to ask for the return of the money I spent for services and the purchase price of the new prop. While at the shop Mr. S did admit to removing the part and even gave it to me in the presence of my party and two of his employees. During the conversation Mr. S became extremely uncooperative, unprofessional using profanity, and never offered to resolve the matter. He ended up throwing us out of the store. Since then I contacted the Better Business bureau and Mercury’s consumer hotline looking for resolution.

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