MARINEMAX TX, L.P.

Dmitry R said:

The Mercury website lists Marine Max as one of the few authorized Mercury mechanics in Houston area; however, my last experience with them proves that they are not competent to work on Mercury outboards, will do more harm than good, and will push expensive preventive maintenance instead of diagnosing an actual problem. When my 2006 Optimax developed a ticking noise that I could not diagnose easily, I decided to have professionals at Marine Max give it a try. The check in process was fast and easy - they got my description of the symptoms and said they'll be in touch. Two days later I received an estimate for a recommended "B" service for the total price before taxes of $1261.30. Nowhere in the estimate nor during follow-up phone call did they mention the original reason I brought the boat in - the ticking noise from the starboard side of the engine. I refused the preventive maintenance service knowing that I replaced the water pump 8 months earlier, replaced gear oil at the same time, and spark plugs only 40 hours ago. Additionally, changing the water pump and spark plugs would not eliminate the noise that was clearly coming from the power head. Marine Max did charge me $230.84 for running computer diagnostics, cylinder compression check, and the complimentary boat wash. Fast forward two weeks - it is a beautiful day on Clear Lake and we decide to take the boat out (ticking noise be darned). When launching I could not get the engine to idle. It ran rough and would die when shifting into gear. The day on the water was ruined. When I took the cowl off I discovered that one of the wiring harness plugs going from the lowest ignition coil was pulled out from its seat just a tad, forcing the engine to run on four out of six cylinders. Marine Max mechanic was the last one to work under the cowl and undoubtedly caused this malfunction. They completely ignored the original problem that brought the boat to them in the first place and were pushing a load of preventive maintenance that does not require a Mercury technician certification to perform. The best part of this story is that while fixing Marine Max mechanic's handy work under the cowl, I was able to diagnose the ticking noise. All it took was a mechanic's stethoscope to determine that the belt tension pulley has a worn out bushing. The 43-dollar part is on order and will be replaced by the next weekend. If you are looking for competent service for your Mercury outboard motor, look past Marine Max on NASA Road 1.

Pierre S said:

I had to take time out and write a brief review, I've been in sales and customer service most of my life and these days it's hard to come across amazing service. I reached Chris Brissette in Service by pure coincidence, I dialed the 888 number and got the Seabrook location. Not only did he clearly understand what I was looking for (a switch cover) but his thoroughness, responsiveness and complete patience with my questioning and his resolve were 2nd to none. I had called numerous dealers in my area and continued to get the run around. The fact that he spend as much time with me on the phone as he did for a $2 part is simply awesome and very much appreciated. He could've simply transferred me to parts after, but instead he had Clarissa call me back (she was extremely busy). The customer service didn't stop with Chris, Clarissa, also was a breath of fresh air to deal with. She immediately located the part and had SeaRay drop ship it to me directly and then offered to wave the shipping charges due to the (slight) delay in service due to them being overwhelmed and busy (nothing she had to do). In this day of electronics and social media (and many calls being routed overseas) it is EXTREMELY refreshing to experience such service. I live in Denver, but you can be sure that if I have any issues, or need any parts I will be calling on Chris and Clarissa in Seabrook. Thank you for a job well done! Cordially, Pierre Suranto