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Better Business Bureau ®
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St. Louis, MO
BBB Warning: Boaters Say MarineMarks Failed To Fill Orders For Replacement Dash Panels
BBB is alerting boat owners to a pattern of complaints at MarineMarks of Chesterfield, Mo., after other boaters reported long waits to obtain replacements.
March 03, 2014
 boat dashboard removed
The hole on this boat shows where a dashboard was removed and sent to MarineMarks for replacement last fall.

St. Louis, Mo., March 4, 2014 – Boat owners seeking replacement instrument and dash panels might want to steer clear of MarineMarks of St. Louis County, based on customer complaints to Better Business Bureau (BBB).

The Chesterfield company has received a rash of complaints from customers, some of whom have waited more than four months for orders promised in one to three weeks.

“I thought maybe they went out of business,” said a customer from Coral Springs, Fla., who said he is so upset by a 4 ½ month delay that he plans to fly to St. Louis to ask police to get involved in his case. “They took my money and provided me with nothing,” he said.

Customers accuse the company of lengthy delays in manufacturing new panels, failing to return old panels and extremely poor customer service.
Mark Vickroy Sr. is listed as sole owner of the company with the Missouri secretary of state.  Records show the business was registered in October 2009.

MarineMarks has an “F” rating with BBB, the lowest possible. BBB has received 25 complaints against the company in the past 36 months, including 16 filed since February 2013.

Michelle Corey, BBB president and CEO, said customers of the business deserve better. “These delays are causing significant hardship as some people wait for parts that never arrive,” she said. “While the delays are bad, it is inexcusable for the company to stop communicating with its customers.”

On its website, MarineMarks.com, the company says its principals have been involved in the marine business for more than 30 years, buying, selling and refurbishing boats.

“Realizing the demand for high quality replacement and custom boat dash panels, we proudly manufacture new panels with our state-of-the-art, computer-controlled equipment,” the site says. The site notes that while turnaround time varies, most production begins within 24 hours. Replacements are normally completed within 10 to 21 business days, the site says.

A woman from Port Alberni, British Columbia, said her family ordered a replacement set of dash panels for their boat last fall after they were satisfied with a previous MarineMarks’ project in 2010. She said she paid the company $142 shortly before Thanksgiving and has yet to receive either the replacement panels or her old panels. She said the company had promised delivery by Christmas and then by the week of Jan. 20.  “You trust this guy and now you can’t even get hold of him,” she said. “You are sitting there with a hole in your boat.”

A couple from Lake Hopatcong, N.J., said they sent an old dashboard panel to MarineMarks in September and paid $175 on Oct. 10 to make a replacement. As of Feb. 25, they had not received their order. “Once they cashed the check, that was it,” the husband said. He said that the boat is unusable until they can obtain the replacement or their old panel.

A boat owner from Mandeville, La., said he ordered more than $500 in replacement parts from MarineMarks in fall 2012, but the full order has never been delivered. Of the items he did receive, “the quality was horrible. We just got tired of dealing with him.”

BBB has made several attempts to contact the company, without success.

BBB offers the following advice for consumers ordering items online:

  • Order from reputable businesses, and be careful of businesses you know little or nothing about.
  • If you do order from an unfamiliar company, try to reach a customer service representative by phone or email before ordering. If you can’t reach a real person or if you are put on hold for a long period, that could be a sign of problems.
  • Read and understand the company’s terms and conditions, which usually are printed on its website. Pay close attention to the firm’s refund or exchange policy and know how long you have to return an item in case you are not satisfied.
  • Pay by credit card whenever possible so that you can challenge the charge with the credit card company if there is a problem.
  • Get a BBB Business Review by going to www.bbb.org or calling 314-645-3300.

Contacts (News Media Only): Michelle Corey, President & CEO, 314-645-0606, mcorey@stlouisbbb.org, or Chris Thetford, Vice President-Communications, 314-584-6743, communications@stlouisbbb.org, or Bill Smith, Trade Practice Investigator, 314-584-6727, tpc1@stlouisbbb.org