What our customers are saying... Matt Lavoie, Somersworth, NH Bruce Freeman, NH Frank Carey, Medway, MA GE Commercial Finance Marine Retailers Association of America Timothy O'Meara, Claremont, NH Mike Driscoll, MA Sarah Sandler, NH Paul Osborn, NH Bob Holden, N.L.W.A. Joan Eaton Jared Teutsch, NHLA Roger & Pat Britton & Family Donna & Brian Harvey, NH Brian Tufts, VT Linda Ruth Resnick & Tyler Brown, NH Chief R. Stewart Yeaton, Epsom Fire Department Irwin L. Jacobs Martha, Don & Marissa Marcotte, Seekonk, MA Jody & Kim Low June Hatfield, MA Gerry Kleckner, Kleckner Advertising Jim Bolduc, NH Pat Vaillancourt, NLWA

Dear Peter, As consumers, we are often very quick to complain about bad experiences or poor service but often never take the time to say thanks when we are treated well.  In this case, I would just like to take a minute to say thanks to you and the entire crew at MacCallum's and share our experience so others deciding to purchase a boat from MacCallum's Boathouse will know what they can expect.  I have tried to describe our wonderful experience at MacCallum's below: I recently purchased a previously owned 2002 Ranger bass boat at MacCallum's after seeing the boat out on their web site.  Since I live three hours south of Epsom, I sent an email to MacCallum's requesting additional pictures of the boat before deciding to make the drive.  Peter MacCallum, owner of the company, promptly responded and told me he would send pictures the next day.  After reviewing the pictures, I decided to phone Peter to schedule an appointment to see the boat.  My wife, daughter and I decided to take a drive to MacCallum's the next Saturday to see and water trial the boat. When we arrived, I climbed aboard the boat and started my inspection.  Peter greeted us and quickly offered to move the boat inside his maintenance facility so we could get out of the sun and mid day heat.  After moving the boat inside his spotless garage, Peter said "take your time and look at the boat.  I will be back in a few minutes."  My wife and I thoroughly checked out the boat and when Peter returned he asked us if we liked the boat enough to still be interested in a water trial.  Once we agreed, Peter quickly launched the boat, provided us with life jackets, and we were out on the lake!  Although I was quite familiar with the boat, Peter ran through the features and operation of the boat and then turned over the helm to me for a test drive. After the water trial, Peter asked what we thought and what else he could do for us.  I told Peter that I liked the boat but I would normally test the engine compression and check the lower unit for any leaks before making a final decision to purchase a used boat.  Peter quickly returned the boat to the garage and told his technician Adam to do a compression check and drain the lower unit oil.  Adam promptly did a compression check on all four cylinders and drained the lower unit oil as I watched.  The engine visually looked great to me, but after Adam's checks I now felt comfortable that the engine was in good mechanical condition.  Additionally, after completing the compression test, Adam replaced the existing spark plugs with new ones. Peter later returned and asked how it went.  I told him that Adam answered all my questions and that I was now comfortable with the engine's condition since everything checked out fine.  At this point, I told Peter that I was very interested in possibly purchasing the boat.  Peter asked about a few concerns that I mentioned during the water trial.  We identified about six items that needed attention and proceeded to his office to negotiate the purchase. As he wrote up the bill of sale, Peter mentioned that his style was to give us his best possible price up front and skip the typical back and forth negotiation process.  My first thought was that I have certainly heard this before but let's see what happens.  He promptly presented us with the numbers, and much to my surprised, he was very close to what my research showed me the boat was worth.  Peter also mentioned that this price would include completing the work order that he had already discussed, a boating safety package, and a warranty until the end of 2007.  At this point my wife and I were very satisfied with the boat and the offer that Peter had presented to us so we decided to purchase the Ranger.  We then agreed to return the following Thursday to pick up our boat and allow Peter a few days to prepare the boat and complete the items listed on the work order. As I drove home that Saturday, I felt very good about the boat and especially how we had been treated at MacCallum's that day.  However, I did have two concerns about the way the boat performed during the water trial.  One, the engine struggled to turn 4500 rpm's when it should have been turning around 5250 rpm's and two, a very noticeable hesitation in acceleration during the hole shot.  Later that weekend, I decided to email Peter and express these concerns.  I asked if his technician could try testing the boat with a lower pitched propeller to allow the motor to turn at the specified rpm range.  In addition, I forwarded him an article that I found on the web describing a possible solution to the hesitation problem that I had noticed.  Peter responded by email stating "that Marc, my Mercury technician, is on the scene and we will make it right!" When we arrived on Thursday to pick up the Ranger, the boat was in the shop as the final touches were being completed.  Peter greeted us and introduced us to Marc and said that Marc would explain the changes he made.  "I think you will now be very pleased with the boat's performance", Peter said.  These changes included a new aluminium propeller with the correct pitch at no charge to us.  After we finished speaking with Marc, Peter returned to launch the boat for an additional water trial.  The boat ran great!  The rpm's were now in the specified operating range, we gained 8+ mph on the top end, and the hesitation issue was virtually gone.  I was psyched, since my Ranger was now performing the way that I knew it should. After the trial, we returned to Peter's office to complete the paperwork.  Peter reviewed the work order with us to make certain that all work was completed.  I said that I had a copy of the work order and everything was completed as we agreed!  We thanked Peter and expressed how pleasant our purchasing experience was here at MacCallum's.  Peter wished us well and simply asked that we recommend MacCallum's to anyone we know interested in buying a boat in the future. I can honestly say that our boat purchasing experience at MacCallum's was first class!  We drove a long way but Peter and the entire staff at MacCallum's Boathouse made the trips to Epsom very worth our while!  Keep up the great work and customer service!  Hey Peter, have you considered adding Ranger boats to your product line? Thanks again to everyone at MacCallum's Boathouse! Martha, Don and Marissa, the Marcotte family, Seekonk, MA

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