What should be expected from a full service marina

Madifonzo

New Member
Sep 30, 2013
716
Boston, Ma
Boat Info
2005 280
Zodiac Zoom 310 9.9 Honda
Engines
Twin 5.0 MPI with Bravo III Drives
I am in the middle of dealing with a mechanical issue that is preventing me from using my boat. For details on the issue you can view my thread in "gas engines and drives" forum.

Here are some thoughts: I joined a full service marina because I took comfort in knowing that there was haul capabilities and full time mechanics on staff. This is the first time I had to put that benefit to the test and they failed miserably. I explained to the marina staff fully a couple of scenarios for repair and understood that they were very busy. What I needed ultimately was a haul out and maybe a tech to remove my broken drive and install a new one that I already have. Or at the very least just haul the boat so I can complete the switch myself. I was shocked when my marina suggested that I find a facility that can handle the haul and/or repair. I called another full service marina about six miles away and they said no problem, get the boat there and they will haul it and allow me to leave it on the hard for a few days at no charge...just a reasonable charge for the haul. So I called Towboatus, which was a great experience....truly impressed with the captain that towed me.

i am just so shocked that my home marina couldn't find 30 minutes to haul me out then another 30 minutes to splash...after all, that was the reason I saw benefit in being there. There are far less expensive places to slip or moor my boat.

Are my expectations too high? Should I not have expected my home marina to be able to haul me with 24 hours notice?:huh:
 
A full service marina makes its money selling services. When you rented your slip was there any mention of it being a do-it-yourself yard? My guess is that their policy is to not tie up their assets, space and personnel on jobs where they don't do the actual work or provide the parts. Your disagreement with this could probably have been settled in the beginning if you had communicated you planned to do your own repairs using used parts. For a professionally managed marina, those are some really high liability areas they are quick to avoid.
 
I am in the middle of dealing with a mechanical issue that is preventing me from using my boat. For details on the issue you can view my thread in "gas engines and drives" forum.

Here are some thoughts: I joined a full service marina because I took comfort in knowing that there was haul capabilities and full time mechanics on staff. This is the first time I had to put that benefit to the test and they failed miserably. I explained to the marina staff fully a couple of scenarios for repair and understood that they were very busy. What I needed ultimately was a haul out and maybe a tech to remove my broken drive and install a new one that I already have. Or at the very least just haul the boat so I can complete the switch myself. I was shocked when my marina suggested that I find a facility that can handle the haul and/or repair. I called another full service marina about six miles away and they said no problem, get the boat there and they will haul it and allow me to leave it on the hard for a few days at no charge...just a reasonable charge for the haul. So I called Towboatus, which was a great experience....truly impressed with the captain that towed me.

i am just so shocked that my home marina couldn't find 30 minutes to haul me out then another 30 minutes to splash...after all, that was the reason I saw benefit in being there. There are far less expensive places to slip or moor my boat.

Are my expectations too high? Should I not have expected my home marina to be able to haul me with 24 hours notice?:huh:
I would sure hope that the reason they couldn't do it was that they were swamped with work and couldn't fit you in. Perhaps you weren't the only 'get me done for the holidays emergency' that they were dealing with.

I could understand if their policy is to not allow persons doing their own work on site but if they expect you should have to purchase a B3 drive from them before they'd install it even though you already have one seems unreasonable.
 
At the first marina I was at it was made very clear to me before I signed... Once the boat is out of the water, you can not touch it. Period. Insurance regulations were cited and I can't say as I blame them. I liked the rule actually. Otherwise the yard would be full of works in progress. Furthermore, if you chose to have your mechanic work on the boat, a fee was charged to said mechanic which of course was passed on to you. My current marina supplies racks for cleaning smaller boats and haul outs are done at no charge, but I don't think they would take too kindly to a DIY out drive swap.
 
Well...you would be right and perhaps I wasn't clear. I want them to do the repairs. Although they do allow other mechanics and do it you sellers. In addition it's not like the haul was free...it would have been $300. I have an issue that I don't feel that as a slipped customer that I am being made to feel as though I am any priority at all. I am not a DYI person but I also do not want to be on the hard for the fourth....
 
I think my point is being totally missed in this thread. I am talking about not being serviced. This is not and issue with DYI as I would prefer to not do the work. However, the marina welcomes outside mechanics and DYI people alike. I more frustrated with being told that I can not get a haul. I am there almost everyday and see what goes on. I have also had them haul my boat before it literally took about 20 minutes start to finish. I guess I expected a response that would have made me feel more like I was a priority but to refer my dollars to other marinas that are just as busy but more accommodating is just absurd. Perhaps I should join one of those since they viewed my outside dollars as valuable.

Since DYI issue was raised, I should mention that the marina I was towed to is also allowing me to work on my own boat. In fact, it is not uncommon where I am at all.
 
Let me be blunt. Rather than driving around a lobster pot, you attempted a full throttle full stop and reverse. In the process toasted a drive. IMHO completely an operator error, as in you shot yourself in the foot.

Now that your marina can't haul you out when you want you are disturbed they are not being service orientated. What am I missing here? I think your standards are a tad high.

I also suggest you take some piloting lessons before you go back in the water, next time you pull that kind of stunt you may just kill someone. If you can't get around a lobster buoy, what will you do with a small boat that gets in your way?

Henry


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I agree that the maneuver was foolish. There was no driving around it. By the time I realized it it was dead center and only a few feet in front of me. I was onthelook out but last Sunday the swell built very rapidly in the afternoon when the winds shift and the pot buoy was just below the surface. In those situations I typically just allow the boat to push them off and have never had incident. Not sure why I changed my approach this time. I am accepting full responsibility for my actions. The issue of my stupidity in causing the issue though is not in question...it's the marinas lack of desire to help a customer in need. The we might get to you In weeks just doesn't fly. I have made a career running a Powersports dealerships. We sold snowmobiles and serviced them. I can't begin to tell you how many countless nights we spent fixing customers broken sleds to get them back on the trail. Snowmobiling is a super short season and we expect "emergency situations to come up". And quite frankly that is where we made the bulk of our money, so we welcomed it.
In addition, some details that are tough to articulate in writing is that lackadaisical answers coming from the marina staff...almost a we could care less type of thing.

As far as piloting boats, I have been operating boats my whole life. As a child as pleasure craft and as a teen made summer money as a launch driver and grew up sailing 30' sloops so boating is not new to me although owning a boat is. In addition to my real world experience I have also taken multiple USCG AUX courses throughout the years and hold operators permits in several of the states that I have lived in that required them. The icing on the cake was the 2 years in the USCG training as a coxswain driving small boats (discharged due to a major knee injury). I believe that's far as experience goes, I feel I have it. As I mentioned above I simply had a temporary lapse in judgment. I think all can relate to that.

basically I took a maneuver that I should not have...hind sight is always 20/20. Winners don't play Monday-morning quarterback.

i do not believe that it is too much to ask for my marina to haul my boat....when I joined that was one of the advantages they touted about. Saying that their customers are considered priority over outside business...blah blah blah. Well the one time I need help I am turned away. At this point based on feedback from other on the thread I guess everyone is right...my expectations are high. So, in that light, I will seek out moorage that is less $ and offers less. Keep in mind I paid $5k to keep my boat at this marina. I could have had a mooring for about $900 for the year and another $600 for water taxi service. Or joined a private yacht club for about $2000..maybe a bit more with initiation fees.

What at really amazed me was that a marina who had no idea who I am was willing to haul me with an hours notice...and is lending me an outdrive lift to make the job easier. So it would seem that at least one other marina saw this as an opportunity to help someone and maybe earn a customer in the process.

Everyday is a lesson learned. I appreciate the feedback and perspective from others.
 
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Is there a chance the marina is bank owned and run? we had one here that was untill last season.Over priced slow response time lack of effort to do the job right....etc The new ownwers seem to be the oposite always helpfull,discounts on fuel and storage.points system you acrew to help pay for services and going the extra mile for thier customers whether slipped there or not.They are looking to gain potential customers by treating everyone thay stops there like they are slipped there.For these reasons i may store there this fall/winter,if the price is right.
 
If the marina allows DIY'rs, I can't see why they couldn't schedule you a short haul and bill you for that accordingly. Do you do all your work yourself? I wouldn't be surprised if they prioritize according to how much money you spend IN THE SERVICE DEPARTMENT. Pecking order is likely...

1st: people who pay them for everything. Oil changes, winterization, battery storage, wash/waxing, ALL PARTS needed.
2nd: people who pay them for everything above, but come with their own parts
3rd: slip-holders who are DIY'rs
4th: outsiders
5th: "bad payers"

I don't see why they wouldn't block you up and let you have at it, IF they are truly a DIY yard with all the proper "insurance and liability" coverages.
 
On this subject of marinas. I'd like to know who rates marinas? Ours claims 5 anchor rating ? Anything more than a possible battery change. Your on your own wether do it yourself or higher out . Don't get me wrong place is spotless. Very nice covered docks , private bathrooms.etc. When it comes to haul outs or anything like that. No go have no such facility , no shop no mechanic . Wonder how that falls under 5 anchor?
 
Reminds me of a boat repair/parts house here in Orlando.
After calling there a few times for parts and being told that " the parts counter is busy" and "could you call back later" (really?).. I moved my business elsewhere.

Jeff
 
No...actually the marina is owned and operated by one of the largest groups in the Northeast...they have probably 25 or so.
 
The only type of work they monitor a DYI person on is stuff that can have environmental impact such as wet sanding, bottom paint etc. I guess she I joined I thought I was getting the total package....a great slip location AND for fee service. 1 of 2 ain't bad I guess.
 
Is there a chance the marina is bank owned and run? we had one here that was untill last season.Over priced slow response time lack of effort to do the job right....etc The new owners seem to be the opposite always helpfulpl,discounts on fuel and storage.points system you a crew to help pay for services and going the extra mile for their customers whether slipped there or not.They are looking to gain potential customers by treating everyone they stops there like they are slipped there.For these reasons i may store there this fall/winter,if the price is right.

Exactly, to me it's all about service and community at a marina, or anything for that matter, and a good "full service" marina should be right there to help you out.
Yes there may be policy, insurance and liability issues but there is no reason not get you running with such a straight forward repair.
I worked at a family owned marina as a kid and we would do whatever was needed to get someone back in the water, DIY, inside or outside mechanics, especially when it came to upcoming holiday's. That's why tenants stayed around and we were always busy.
 
I can see you being unhappy and you should get put on the list ahead of outsiders to get hauled out but, doubt their going to drop the days work schedule to do it right away.

Now if their standing around doing nothing......that a different story.

A big company has its draw backs sometimes because, the workers only do what there told to do..
Maybe the service manager is being yelled at by several boat owners to get back on the water for the weekend and he's booked up several days out.

I get it.....and like you, strive to have professional contacts and/or personal friends in the industry to help me out when necessary.....yes, ahead of other boaters!
Drop what your doing I have a problem isn't the norm.
I'm guessing you don't (yet) have that relationship in that yard.

best,
 
Air and KC- I agree with you both. Air, you are getting my point...glad to see someone does not think I am totally loopy.
KC-its my first season at this marina. I guess in my eyes there are other issues such as little help when tying up and waiting 20 minutes to buy ice because the launch driver is the only person on duty for a 500 boat mooring field...those issues were enough but when I asked them to find an 1 hour for haul and splash and the answer was not for 2 weeks...that kind of sent me over the edge.
 
On this subject of marinas. I'd like to know who rates marinas? Ours claims 5 anchor rating ? Anything more than a possible battery change. Your on your own wether do it yourself or higher out . Don't get me wrong place is spotless. Very nice covered docks , private bathrooms.etc. When it comes to haul outs or anything like that. No go have no such facility , no shop no mechanic . Wonder how that falls under 5 anchor?

5 Anchors is a Quimby's rating system for transients. So when people are planning their trips like the Great Loop they have a sense of the quality of the facility showers and the marina. Not really geared toward mechanical services.
 
We would not expect to have to go somewhere else for a haul out if we are slipped at their marina or be asked to wait two weeks! That's a good way to lose business if I ever heard of one. If you don't take good care of your customers someone else will. We would be looking for another home for our boat! Good luck!
 
Madifonzo - first off I don't think you have to convince others of your boating history or experience. If you messed up then you messed up. We've all been there. Secondly, you have a 280DA and not some large bridge boat. I would be pissed that they can't or won't pull your boat. Easily takes 20 minutes or less. Now, if they are swamped with other paying members of your marina and don't have the space that's a different story. I don't think your being enreasonable at all.
 

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