(RE: update to original post)
Too often we are all too quick to register a complaint, but not as quick to register a compliment. I have been in frequent contact with Eddie Breeden since my post (below) for several reasons, including my registered complaint. I also had occasion to pay a visit to the Hunter plant on Feb. 1st and finally got a chance to meet him after years of contacts by phone and emails. Eddie (along with Al Fooks) was always gracious, extremely helpful, and did not hesitate to provide advice, copies of drawings and suggestions for whatever project I was working on. I always consult with Hunter whenever I make additions/changes to my boat in order to adhere as closely as possible to their original specs.
During that recent visit the topic of my account came up as might be expected; however, it was broached by Eddie, not me. He indicated how upset he was at the situation and offered to do whatever he could to help resolve the matter. He went so far as to offer direct assistance in supplying, with absolute consideration of my loss, any material I would order against the account in question. I told him how appreciative I was of his concern and that I was going to send a letter of complaint to Warren Luhrs and would be in contact pending a reply to that letter.
In a follow up email I mentioned to Eddie that I certainly would rather have the dollars because I was undoubtedly losing money by paying retail. Much to my surprise I was informed that I was not paying retail, in fact I was charged less then dealer cost because paying full price “would not be fair to you”.(!!!)
Well, as of yet the issue has not been resolved completely as I am still waiting for a response to my recent letter, however, I came away from that visit with a renewed faith in Hunter Marine. If I were running a business I would want people like Eddie Breeden and Al Fooks working for me. Stay tuned for the result of the response from Mr. Luhrs.
BTW: If you have never visited the Hunter plant in Alachua FL., try to make it a point to do so. The tour of the factory was great. It was informative, entertaining, and drove home the vast production improvements Hunter Marine is putting into their newer designs. There is evidence of a philosophical change at Hunter represented by these newer, heavier, well built boats.
Original post of 1/14/2012
Wondering if anyone else had similar problem as this.
I discovered that there was a recall of a certain brand of ball valve, of which my boat - Hunter 44 - had 10 of 3 different sizes installed. Hunter agreed to replace the valves at no cost and to reimburse the related costs of the repair, including the marina labor and haul-out, which amounted to roughly $1,300.00. The marina estimate was sent to, and approved by, Hunter Marine. The valves were sent to me by the manufacturer and the yard completed the work after which the bill, which I paid as per Hunter's instructions, was mailed to Hunter accounting for repayment to me. That was back in April of 2011. Since then I have purchased about $300.00-$400.00 in parts and replacements against my surplus account and have asked Hunter on a number of occasions to send the remaining balance to me. I have been in contact with Eddie Breeden and Al Fooks via phone and email, both for ordering parts and for inquiries regarding the money Hunter agreed to pay for the valve replacements. I have never received a response from Hunter bookkeeping despite many attempts through Eddie and Al. I have not even received an account statement and that department does not accept phone calls nor do they have an email contact. I have sent them letters in care of Hunter Marine with no response. At this point I would like to contact Warren Luhers directly but am unable to find an address or email. This is unfortunate because I have been dealing with Hunter Marine in one form or another for well over 12 years without any difficulties. In fact their customer service has been outstanding - until now. I could never understand the negative comments I would occasionally read about Hunter because of my positive dealings with them. Unfortunately, it only takes one experience such as mine to sour a person who has owned 2 Hunters. Anyone have suggestions?
Too often we are all too quick to register a complaint, but not as quick to register a compliment. I have been in frequent contact with Eddie Breeden since my post (below) for several reasons, including my registered complaint. I also had occasion to pay a visit to the Hunter plant on Feb. 1st and finally got a chance to meet him after years of contacts by phone and emails. Eddie (along with Al Fooks) was always gracious, extremely helpful, and did not hesitate to provide advice, copies of drawings and suggestions for whatever project I was working on. I always consult with Hunter whenever I make additions/changes to my boat in order to adhere as closely as possible to their original specs.
During that recent visit the topic of my account came up as might be expected; however, it was broached by Eddie, not me. He indicated how upset he was at the situation and offered to do whatever he could to help resolve the matter. He went so far as to offer direct assistance in supplying, with absolute consideration of my loss, any material I would order against the account in question. I told him how appreciative I was of his concern and that I was going to send a letter of complaint to Warren Luhrs and would be in contact pending a reply to that letter.
In a follow up email I mentioned to Eddie that I certainly would rather have the dollars because I was undoubtedly losing money by paying retail. Much to my surprise I was informed that I was not paying retail, in fact I was charged less then dealer cost because paying full price “would not be fair to you”.(!!!)
Well, as of yet the issue has not been resolved completely as I am still waiting for a response to my recent letter, however, I came away from that visit with a renewed faith in Hunter Marine. If I were running a business I would want people like Eddie Breeden and Al Fooks working for me. Stay tuned for the result of the response from Mr. Luhrs.
BTW: If you have never visited the Hunter plant in Alachua FL., try to make it a point to do so. The tour of the factory was great. It was informative, entertaining, and drove home the vast production improvements Hunter Marine is putting into their newer designs. There is evidence of a philosophical change at Hunter represented by these newer, heavier, well built boats.
Original post of 1/14/2012
Wondering if anyone else had similar problem as this.
I discovered that there was a recall of a certain brand of ball valve, of which my boat - Hunter 44 - had 10 of 3 different sizes installed. Hunter agreed to replace the valves at no cost and to reimburse the related costs of the repair, including the marina labor and haul-out, which amounted to roughly $1,300.00. The marina estimate was sent to, and approved by, Hunter Marine. The valves were sent to me by the manufacturer and the yard completed the work after which the bill, which I paid as per Hunter's instructions, was mailed to Hunter accounting for repayment to me. That was back in April of 2011. Since then I have purchased about $300.00-$400.00 in parts and replacements against my surplus account and have asked Hunter on a number of occasions to send the remaining balance to me. I have been in contact with Eddie Breeden and Al Fooks via phone and email, both for ordering parts and for inquiries regarding the money Hunter agreed to pay for the valve replacements. I have never received a response from Hunter bookkeeping despite many attempts through Eddie and Al. I have not even received an account statement and that department does not accept phone calls nor do they have an email contact. I have sent them letters in care of Hunter Marine with no response. At this point I would like to contact Warren Luhers directly but am unable to find an address or email. This is unfortunate because I have been dealing with Hunter Marine in one form or another for well over 12 years without any difficulties. In fact their customer service has been outstanding - until now. I could never understand the negative comments I would occasionally read about Hunter because of my positive dealings with them. Unfortunately, it only takes one experience such as mine to sour a person who has owned 2 Hunters. Anyone have suggestions?
