Pensacola MM Review

[fropleyquark]

Hey all, just dropped my 230 DA off at Pensacola MM for some engine troubleshooting/work. Figured Id write about my experience with them for others (I was looking for the same kind of info a few weeks ago).

So, today we drove from Biloxi, MS to drop her off through what seemed to be a monsoon. When we got there, there were a few drive up lanes for trucks with boats in tow. I parked right out in one of them, than ran inside. I didnt catch his name, but the service manager very much impressed me. Not to be mean (I'll get his name later) but you can recognize him by his right hand. Its slightly misformed. He was genuine and greeted me with a smile and introduction (something rare in this po-dunk backwoods area of MS). He asked what the problems were and actually documented them. What really impressed me was that he didnt speak to me like I was an idiot. I do know my way around an engine and he listened to everything I had to say. My experience with most mechanics is that I'm always dismissed as the typical "stupid customer". Didn't get that here. He said they'd do a full diagnostic check and that should fall within an hours labor rate. I liked that he didn't beat around the bush about what it would take. He was very upfront without giving the impression that I was about to get ripped off. (Again, my experience here in MS).

He told me to unhitch right where it was and theyd take care of the rest. I decided that since it was still raining pretty hard, Id wait a while for the rain to let up. After about 15 min or so, it was still pouring so I decided to go out and get wet. I was surprised to see that someone had already come out and tagged my boat. To me, that means a lot. The fact that they went out in the pouring rain to tag it speaks of their level of commitment.

Now, I know from experience that this warm fuzzy I have right now could be washed away in a heartbeat by pretty much anything once they start working... But so far, so good. :thumbsup:

I'll keep everyone posted.

 

[fropleyquark]

So we went to Fl this past week for a mini-vacation and decided to stop by MM to see if they had started yet.... and to look at big boats!

The guy working the service counter was friendly enough. Think his name was David(?). He had a blonde soul patch of a ghoti. He said that the main Service Guy was on lunch but would be more than happy to give us a call back with status when he returned. I gave my number and we left. That was Monday.

Get a call Wed morning at 8:15. Didnt catch the guys name cause I was half asleep. He said that they would get to the boat sometime at the beginning of next week. That would put them a little over their originally quoted 10 days but a few days give or take is acceptible to me.

 

[jff]

My 0.02. I've been to and dealt with 5-6 MM locations and the two that really stand out to me are MM Pensacola & MM Bald Ridge (Lake Lanier). Both have really gone the extra mile for me time and time again. The guys at Pensacola are pros, boat enthusiasts and very service oriented - they just seem to get it. They have consistently gone above and beyond in my case, same for the Atlanta (Bald Ridge) Sales and Service groups. Bottom line, you're in good hands at MM in Pensacola.

PS - No I don't work for (and never have) MM, I'm just a loyal customer.

 

[NautyDog]

I've worked with the Pensacola Marine Max folks, and here's my (not so good) experience.

Let me start by saying all the guys there are really nice and very professional. The parts guy is amazing, and has bent over backwards for me. Like yourself, these guys were very professional and they didn't have an attitude problem. Much better than Andy at the Gulf Shores Marine Max (who's parts department was just closed a few weeks ago).

However, the execution was terrible. The two worst things that can happen to your boat is that it can either A) sink or B) explode or catch fire.

Well, I had a fuel leak on my boat that the Jacksonville MM said they "fixed", and then Pensacola tried 3 times to fix it before I had to diagnose the problem myself. (They kept trying to tighten hose clamps). In the process, I found that the bilge pumps were damaged from the gas. (None of the mechanics had noticed this despite the fact they were sitting in 3 inches of fuel). So I told them the issue and said "by the way, the fuel has damaged the bilge pumps, can you check those", and they told me they fixed everything, but they didn't. I fixed the 3 bilge pumps and 1 float switch myself.

So not only did I have to pay for all the times they "fixed" it, but they kept sending me back out on my floating gas-bomb with inoperable bilge pumps (all 3 were ruined). I can't think of anything more serious on a boat than a fuel leak on a boat with no pumps.

So maybe they can change an alternator in a heart beat, but this serious issue was treated like I had a leaky faucet. I have since cashed in my warranty and I am doing my own mechanical work.

Here's my previous post on this topic....

http://clubsearay.com/forum/showthread.php?t=16202&highlight=fuel+leak

Hope this helps others.

 

[fropleyquark]

Well, I would define "early next week" as Mon or Tues. Its late Tues now and I have yet to receive a call. I called a minute ago, asked to be transferred to the service dept, then got David's voicemail.... Getting annoyed.