The TWINS Water Pump Saga (as of January 6, 2015)

We anchored out August 20, 2014 in North Lake Worth, the night before arriving at Cracker Boy Boat Works to have Ramsay Marine (Ramsay) do major work on our boat.  That is the last time we had a working freshwater pump on our boat, TWINS, a 60ft Grand Alaskan.

The freshwater pump did not work when reinstalled by Ramsay.  We know that because our delivery captain, Captain Bob, noted it on his inspection of the boating systems after Ramsay was done with our fuel tanks replacement project.  This was Captain Bobs second trip to the boat after his first scheduled trip was aborted after the boat work was not complete as expected based on his communication with Ramsay owners Richard and/or Scott even though it was weeks after their estimated completion date. (See Captain Bob invoice for first delivery attempt)

So Ramsay technician Bruce initially worked with Bob to try and diagnose the problem.  Captain Bob reported to me that the pump was tripping the nearby circuit breaker when they tried to get the pump to operate.  There was power to the breaker!  And the pump shaft would turn.  The pump was not repaired at this time and Captain Bob undertook the delivery back to River Forest (west) without a working freshwater system.  This required an overnight marina stay since they needed water.  (See Captain Bob Expenses)

When I started to evaluate the problem with the water pump, I found that there was no pressure switch in the system.  It had been removed by Ramsay technician Kirk(?) in preparation to do the fuel tank demolition and removal.  I found that the wires to the pressure switch had been cut and taped off.  When I connected these wires, the pump did not run but tripped the switch in the main DC panel at the helm.  I purchased a new pressure switch and hardware since the old one had been discarded.  (See hardware receipt)

After that point, we noticed a number of serious quality issues with the work Ramsay had done.  Two areas of particular concern were a large amount of metal shavings and demolition debris remaining in our bilge and fuel leaking from the top of our port forward tank.  I contacted Richard Ramsay directly about these and other issues, also following up in writing about the specific concerns.  Ramsay subsequently sent technicians Bruce and Kirk out to our boat to address the major concerns we knew about at that time.

Bruce and Kirk worked on a list of items that we had identified.  (See email from December 12, 2014). They made some progress but we still have areas of demolition debris in areas of the bilge, a long term concern for any boater.  (See photographs of current conditions). Unfortunately, they were not able to get the water pump operating.  I purchased additional plumbing parts for them.  (See hardware receipt)

It seems obvious from the electrical indications noted above that there was a wiring issue with the pump reinstallation, before the pressure switch was installed by Ramsay.  In their efforts to get the pump running, the primary fuse was blown three times, first an 80 amp, then two 50 amp fuses.  I ran out to pick up additional fuses.  (See receipt from West Marine). They were never able to get the pump operational and finally pulled the entire assembly out so it could be checked/repaired.

We drove the pump up to Clearwater to Depco pump.  The back end of the motor had been dissembled in attempts to evaluate the wiring.

Depco repaired the pump motor including replacement of the circuit board which had been damaged.  (See Depco work order receipt)

One other serious issue was found when Bruce and Kirk were on the boat.  There was a leaking water line on top of the starboard fuel tank.  This was the water tap line that Ramsay reinstalled to a plate on the tank.  I had picked up a fitting at the request of Kirk who told me that it had a split ferrule.  I assumed that the leak had been fixed!  I was quite surprised to find that fitting still leaking when I went to reinstall the pump.  (See photographs of leak, puddle in corrosion circle, and rivulet over to outboard side of new tank)

I had noticed oily water entering the bilge but thought this water was from a weeping through hull.  We had oil in our bilge from the damaged stabilizer line so I initially thought the oily water was from the lost stabilizer oil.  I now know that the waterline fitting was leaking onto the new tank, then running on the outside of the tank down to the bilge.  As it ran down under the tank and along the stringers, it mixed with leaking diesel fuel from the top of the port forward tank and picked up dirt from the bilge.  This made it look more like brown oil than red fuel.  (See receipt from  Classic Yacht Service for stabilizer hose replacement when on the hard at River Forest and for problem diagnosis and adjustment of starboard stabilizer controls above starboard forward tank when at Cape Harbour Marina)

I have now repaired the leaking water fitting by replacing it.  It was not a cracked ferrule as they are designed that way.  It is a compression type of system.  When repairing this leak, I noticed that one of the water pump mounts was shot.  It would have been nice if someone could have communicated that with me as it could have spared me another trip home for replacement parts.

Yesterday, I replaced the damaged pump mount and installed the pump.  I hooked up the DC power and connected the pressure switch.  The pump would not run!  The first issue I tracked down was the blown fuse that Ramsay had left in place.  After replacing that and checking power to the pump, it still wouldn't run.  It turned out that the new pressure switch installed by Ramsay was wired incorrectly and could not create a closed or open circuit.  I rewired the switch and the pump worked....but would not prime.  At this point I found the non-reinforced hose collapsed flat.  (See picture). Yes, not only did Ramsay use non-potable black rubber Trident Exhaust Hose on our drinking water system, they also failed to use a reinforced hose on the suction side of the pump.  

Yesterday afternoon we went to two marine stores and two hardware stores in Cape Coral trying to find the right hoses for this potable water system.  This morning I finally drove across town to Ft Myers to pick up two pieces of potable water hose to replace the improper hoses that someone from Ramsay installed on our freshwater pump.  

Mr. Ramsay, I started a service company over 25 years ago and grew it rapidly with the help of good employees and systems.  You should take an honest hard look at our experiences with Ramsay.  I don't believe that anyone took ownership of our project.  Was there a single project manager who cared?  It still amazes me that after the tanks were out, it was not properly cleaned or prepped for the new tank install.  Your comment to Captain Bob that basically 'you should have come down to our boat sooner to make sure it was done' could have saved us both time and money.  And then you let our boat sit after launching without making sure everything was operational and done right.  Do you have anybody in charge of Quality Control, the second set of eyes needed by somebody whose job it is to check quality and customer satisfaction?

I have found too many quality issues that should have been caught.  How is it that when I open my generator, the bonding wire is not on the bolt?  How is it that the other end is severed as well?  This is the 8kw generator that was relocated by Ramsay?  I found that the forward starboard tank was not bonded either and the bond wire to the adjacent thru-hull was knocked off.  (See pictures)   There is a long list of minor details (bitches) that reflect poorly on Ramsay.  This includes the glass fuel sight tube protection, one has already been broken during installation of new raw water hoses for our CAT engines and the boarding doors, one of which was ground down to fit after being painted.

Finally, We were assured by Scott that Ramsey would take due care in checking the backsides of our engines when the tanks were out and taking any steps that were needed.  It was presented as routine. This was not done.  I appreciate that Kirk took some time to paint my transmissions, but that was not the backside we talked about.  I have a CAT diesel mechanic coming out today to look at some serious corrosion on the the back side of my port engine.  (See pictures). Note the corroded coolant line and areas that are in obvious need of inspection and paint.  How easy it would have been to deal with when no tanks were there vs the pain in the ass accessing it properly now!

We were referred to you by John Helfrich.  We have worked with them a lot getting our boat ready to cruise.  I think he would confirm that we are not difficult or unreasonable boat owners.  We just expected a professional job done right, within reasonable budget estimates and time frames.  That is not what Ramsay provided us.

Sincerely,

The Quinces.

(Photographs and receipts to follow under separate cover)