Boathouse Discount Marine LLC — Local services in Melbourne

On 7/17/23 I went to this location to replace the fenders on a boat trailer, bolts for the fenders, and to get a new fuel line hose for my boat. I had the physical original fender, and the fuel line with me when I went to this store to have them order replacements. I also had the vin number of the boat, engine, and trailer and all appropriate measurements. They said it was no problem and ordered me the replacement parts. Today 7/18/23 I went to go pick up this order, and took it home to make sure I had all the parts I needed. When I got the parts home I realized they had ordered the inappropriate size fenders for the trailer (again, I brought in the originals for them to see), gave me the wrong size bolts( that not only didn’t fit the original fender, but also didn’t fit the inappropriate size fender they ordered), and gave me not only the wrong diameter fuel line but also didn’t cut it at the length ordered ( again I BROUGHT IN THE ORIGINAL). Once this realization was made I was obviously perturbed, and for the the second time that day drove 30 minutes to this store. When I got there I explained that they ordered the wrong fenders as well as gave me completely incorrect bolts, and the wrong size and length hose. The staff at the counter was utterly useless and pointless in their presence. I requested they fix there mistake return the incorrect, and order the correct fenders as well as swap out the incorrect hose and bolts. The front staff said that I had to pay a 20% restocking fee ( which I was never informed about when ordering) to return the fenders as they were a special order. I told them that I do not feel that was my responsibility to cover this fee as they were the ones that picked that size to order based off what I brought into them and that they said these were the exact fenders/ bolts/ hose. The manager came up at this point and said it was policy and that it is what it is. I was charged a 20% fee for their mistake and then found out that they picked the incorrect size because the correct size was not even able to be ordered and the kid at the counter just ordered the closet size and didn’t disclose at ordering that the right size was unavailable. The lack of professionalism and costumer service is abhorrent at this place. The one guy in the parts department has always been great, but you need to reconsider the rest...

They have a great selection of different things needed and their location is perfect. I've chosen in the past to go in here often because they are on my normal driving path. Every experience I have had when I walk through the door is awkward, I feel unwelcome, the staff just seems put out that I walked in. I've been lost on an isle looking for specific miscellaneous things and asked for help, "we dont have that" and they just walk away, 3 different staff members, 3 different times. I've tried mutliple times to purchase/order parts for my boat here and the parts guy is just downright condescending and mean. I don't know a whole lot about boats, I'm an auto mechanic specializing in European vehicles, I deal with customers all the time that dont know things or are misinformed and I've learned to take my time and explain things politely to them, not this guy, in less than 10 minutes he made me feel my boat is a piece of crap that needs to be scrapped, oh, and so is the trailer. I felt like an idiot around this man. It might not be the best choice being a Mercruiser big block I/O for salt water but its my money and I wanted to spend it on the boat. Every time I asked for the next part on the list I was lambasted one way or another, criticized and told to buy an outboard. I wasn't going to leave this review but after talking with several of my freinds that play out on the water, they feel the same way in this store, this man had me redfaced mad with his demeaner and pompous remarks, I went back this past weekend with my wifeto get a stereo enclosure, it took her 30 seconds to feel uncomfortable and asked me to hurry or or can we just go to a different place, so now it know its not just me. Save yourself the embarrassment and go down the road where I ended up at Carp Coastal Marine where I spent lots of money and will continue to do so, They were all over me to help there. They found EVERYTHING I wanted and ordered it all and was recieved in a timely manner, All the while making me feel like they wanted...

I have been using Boathouse Discount in Melbourne for about two years. The parts team are always helpful in directing to the items I need. They also provided some very wise technical guidance on the oil to us in my 2-stroke Yamaha Salt Water Series motor.

For service, I have also used them for normal maintenance (e.g. 100-hour service) and they do a great job and at very reasonable price. I have also used them for work on replacing digital instruments and repairs on the trailer - primarily replacing corroded taillights and replacing the wiring harness. The latter was just done. I did have one issue with the harness.

When I picked up the boat/trailer the lights didn't work - odd since the harness was just replaced. The cause of the problem was the wire on the right marker light was nicked. When the technician pulled it out it arched. Interestingly when I looked on the work order it stated they had to replace that marker light. After it was replaced the lights still wouldn't work when connected to my car. When the lights were connected to a battery the lights worked. The techs started checking the fuses in my car and could not find a blown fuse. I needed to get the trailer to the boat yard as it was getting dark. So I told them I would check my car at home. When I got home, I found the blown fuse, replaced it and the next day checked my trailer. Sure enough it worked.

When I called and told the service manager what happened his comments suggested the problem rested with me and not the fact the tech arched the marker light that blew the fuse. The more appropriate response to me would have been "Great news, We apologize for the inconvenience"

Other than that one exchange Boathouse does great work and very helpful. My trust has waned a little but not enough to stop doing...