Matt Plapp

Anyone know where we can buy those pads with our name on them? Matt

Dave, I appreciate your response. Don't ever feel like you are bugging me or one of my staff. That is why we signed up for this job, to try our best to take care of our customers. We are not perfect and are going to make mistakes, my job is to make sure we fix those mistakes. I recently saw a story in a car industry magazine that the dealers with more service issues out of their make of car have a higher percentage of repeat business. Why, because the customers at least learn of their ability to solve the problems and when it comes time to purchase another car, they go where they know the service gets attention. We are no different, I always tell our employees, "It's not what you mess up, it's how far past the customers expectations you go to fix it". Just let us know when you want to schedule your service appointment to address these and any other issues that arise. Matt

Here's my demo this year 2008 Enzo 230 Matt Plapp

Dave I think it's only fair for us to defend ourselves. Was the delivery ideal no, were there problems yes. Was the owner of the dealership at the store until 9pm and called a tech in and paid him overtime and a $50 tip, yes. We like many other dealerships have policies. 1. We do NOT process title work until after the boat leaves our lot PERIOD. You wrote a check, what if you decided 2 days before delivery that you could not take the boat and wanted a refund and plapp's gave your money back, now I have a titled boat on my lot. I'm 31, I've purchased over 30 new and used cars since I've been 16 and I have never left with a title, most dealerships don't do things that way and we are one. We sell over 700 boats and campers per year and this is the first time anyone has ever raised a stink over that. I think that we have a solid enough reputation and a nice enough facility for you to trust our policies. This like our loaner boat program (which no other dealers have) were created because that is how we do business. We're not a small dealer, in fact we're one of the largest in the midwest. Our policies are created from a lot of experience. 2. Gas. If we filled up every boat with gas, we'd be out of business. The $500 fee you paid is for the gas, oil, batteries, prop, and anything else that we put into getting the boat together. It's something that we charge to every customer and are completely open with. We have never told a customer that it was for gas or that we filled up the gas tank. 3. Boat WAS Clean. I sat in that boat with you for 45 minutes total that night and you never pointed out a singled dirt, grease or fingerprint smudge. In fact the only thing that was pointed out were they 2 small cuts in the upholstry which I noted on your "Customer Promise" sheet so that they would be fixed. In fact I fell out of the boat and almost killed myself because it was detailed so well, it was that slippery. The only issue with cleaning were a few items that were tracked into the boat in the carpet like leaves (trying to find the keys) and a few areas on the lower part of the side of the hull where the detailer missed some areas where the buffer left a small mark. The first time I heard the boat was dirty was from you on Saturday AM when you called the store. 4. Keys and manuals. Probably both in the same place and no excuse for that. Someone lost then. All these items were addressed in a very professional manner, a customer promise sheet was filled out and a mechanic and the owner were present to make sure everything left as promised. I'm not sure what else we could have done to make you happy. You mentioned being hungry. I completely understand. I work 7 days per week, see my family almost never and was supposed to have taken my children with me to dinner that night at 7-7:30pm. Instead we sat down for Pizza at 9:30 at Mios. I spoke with you on Saturday and thought we had this ironed out and we would get everyone happy. I even asked you is everything was OK now and you said as long as we took care of everything. But now I have an email slamming us to Centurion and an online post. That's just not fair, I would expect this if we had screwed up after you brought it back to get it fixed, but that's not the case. We would love to fix the issues, but if not I can supply you with the names of the Centurion dealer in Indy, Louisville and Columbus. I have met 2 of the 3 and they seem very nice. Everyone at Plapp's has been at your disposal and up front, all I expect is the same in return. I am emailing this same response to you. FYI... Your titles are not needed in Ohio, Kentucky or Indiana to use your boat on the water. Coast Guard laws in all 3 states allow use of the Bill Of Sale as a 30 day tag. Matt Plapp Plapp's Pro Outdoors