Complaints

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• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my Sea-Doo jet ski in on 6/29/24 because I was having a couple of problems with the *** system, the water craft pulling to the left, an adjustment to the handle bars, and wanted a transducer put in. I called 7/2 to see what progress was made as I was hopping to take it out July 4th. The shop informed me that hadnt started work on the *** and that the watercraft needed 24 hours to cure after having the Transducer put in. I called again on 7/5 to find out that they didnt even need to install a transducer as mine already had one, this leaves me to believe they hadnt even looked at my sea-doo when I called 7/3, they also informed me that the *** still hadnt been looked at. So I drove 85 miles and spent 3 hours in the shop fixing my own *** with no help from the shop at all. Once I got that taken care of the loaded my jet ski onto my trailer and I was on my way home when the shop called me and said they forgot to put one of my pieces back on and I needed to comeback, thankfully one of the shop guys lives close enough he was able to drive it to me. A week later ** finally able to take my jet ski back out onto the water and while Im trying to release the wench on my trailer the whet ski slipped off and slammed into the dock causing damage to my watercraft. I went to look at the wench and it had been damaged(when I dropped it off it was in perfect condition). Upon further inspection of the trailer I found several things wrong and believe I got a trailer that isnt mine. I paid for a 2023 and now have a 2022 trailer. The trailer will no longer hold the jet ski so I have no way of transporting it. Theres also damage to front of my jet ski due to the wench not holding it secure. On top of all this I received a call from SK Northwest saying they accidentally gave me my cover for free and I need to return and pay $300 for it. Upon review of my paperwork I have found several price discrepancies as well

  Business Response

  Date: 09/04/2024

  Sad we are communicating thru BBB vs direct but guess here we go...

  SK Northwest is the largest Sea-doo dealer in the Pacific Northwest part of the country providing Sales, Parts, Service since 1999.  Most conflicts with customers simply boil down to miscommunications or misunderstandings.  We wish to always be helpful and a place where everyone here support our recreational enthusiasts.  Customer *********************** purchased a Sea-doo Explorer which we had multiple staff and **** helping him with his GPS software updates for around 3hrs of shop time that consumers can do themselves to we did this to be helpful.  *********************** wanted a transducer installed so Service Advisor wrote this up - Tech educated both of them this model of Sea-doo already has a transducer so did not have to have any additional expense to the customer.  Complaint dropping a Sea-doo off on 6/29th and not being faster getting Sea-doo out of the shop going into the 4th of July weekend - customer likely not familiar with boat industry and/or apologize Service Advisor did not make expectations more clear in communication.  Back rack huge part of this model, shocked no one notice when picking up.  This was removed during service and Service Advisor drove to customers home correcting issue.  

  After this point I do not know where we are going with complaint - so customer launches own Sea-doo had trouble launching, had trouble with winch and damaged his Sea-doo against a dock??  Operator error nothing to do with dealership.  Trailer same new one purchased.  Manufacture actually delivered us this batch of trailers this spring.  Labeling 2022 agree odd but still new. Certainly can ask *** for relabel decal easy. We do not take in pwc on trailers we unload onto dollies or if waiter leave on the same trailer so not sure on trailer swap claim.  Same VIN sold so moving along.    

  Also true customer was handed a $300 Cover that was never paid for.  Sales handed - ********** never collected funds.  Parts contacted to identify the error customer wanted no part of correcting the $300 shortfall.  The price disc***ancies if to customer favor will remain vague?  I do not know what disc***ancies to rebut.  But again bet simple miscommunication and misunderstanding issues is all I am hearing. We have an amazing dealership here that is very focused on Sea-doo products.  Always welcome to come in the store to discuss further but understand if wish to explore other surrounding dealer options.  Hope you have a great fall season. 

  **********;

  Customer Answer

  Date: 09/13/2024

  When purchasing the sea-doo I asked if there was already a transducer installed, the *** told me but I was able to get one added if I so chose to. I was **** told at this time that included in my purchasing package was a dry bag and cover. Not even 2 days later I received a call asking me to come in and pau $400 for the cover. I explained that the cover was apart of a package at the time of purchase and would not be comimg back to pay for it. 
  
  I had the sea doo for about a week and was having issues with the Garmin navigation system not operaronf correctly. Thinking this might just be a device issue i called SK Northwest and mase plans to drop my vessel off that day 6/29 and they would add on a transducer and the manager was experienced with my specific device and would get it working for me. 
  
  Upon dropping off the sea doo on Saturday 6/29 they did take it off the tailer before taking it into the shop. However they did keep my trailer at the shop so that they could put the sea doo back on it after the work was done and for when they needed to do a water test for the transducer. I was informed that they do not work on Sundays or Mondays and that work would start on 7/2-Tuesday 
  
  I called 7/2 near end of business day to see what progress they had made(none-no one had looked at it or touched it since it was dropped off) or if they could give me a time line for when it would be done and was told they could not provide me with one. 
  
  I called again on 7/3- Wednesday to get another progress update and was informed they still hadnt gotten to it.
  
  On 7/5 i called again and was told the sea doo had been worked on but the epoxy needed at least 24hrs to dry before I could come get it. When I asked if the manager had taken a look at the navigation system. I was informed he had not but was planning to that evening and everything would be good. 
  
  Upon arrival at the dealership on Saturday 7/6 we were informed that the sea-doo we had must have been a special order one because there was already a transducer installed. I asked why I was told yesterday that the expoxy needed 24 hr to dry, the best the service guy could do was shrug. I askes if they had at least fixed the navigation system and was told they didnt have any one there who would be able to do since no one knew how it operated. I said but wait i was assured by the manager je knew hoq to operate the system and could get it done last night. Again the best i got out of the service guy was a shrug. So i asked what the point have having my vessel sit up there for a week was and received only a blank stare in response. It was at this point i requested to speak with someone in charge. 
  
  While I waited for the manager- who could only tell me that he was sorry for the inconvenience , I went back to where my sea doo was being held and started working on the Garmen problem myself. I did sit up there for 3 hours in the shop fixing the problem with ****** on the phone since the shop had failed to do this for me like I had been promised. The entire time i was there i waa nor offered help at all. 
  
  I was about 2 hours away from the shop when i received a call that a part had been left off my sea doo. To their credit a guy did come and bring me the part- he just didnt get to me until 11:30 pm that evening.
  
  When i went to put my sea doo in the water the next day I noticd the damage that had been done to the wench and spent hour of my own time fixing it. At this point I was pretty irritated with SK Northwest and started looking for a different dealership to work with. 
  
  Thats when I found Mid Columbia ******* and Motor Sport. I took my trailer and sea doo to them and was informed the trailer i was sold is actually no good. They informed the wench on that trailer is only made to hold 800 pounds and the dry weight of my vessel os 859 pounds.
  
   I worked ditectly with the owner of the business and he took my broken trailer as a trade in. Im order to do this I needed to pay the current trailer off, i looked at my paper work and the price for the trailer is listed as 2 different prices(iny original cla i included pictures of this desc***ancy). When the owner of Mid Columbia found out I had paid anywhwere from $2,699-$2,999(these are the prices in my paper work) he informed me I grossly over paod and that the true value of the trailer is only $900 at the most.