Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/07/2025

  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.

  The incident involves repairs to our boat. We dropped our boat to Sampson in May 2025 requesting a prop seal and simple sprig look over asking that it could be ready for our family vacation starting the 2nd week of July. Sampson Sales called us and told us the boat was all ready to go. Upon arrival we were greeted with a bill that was much higher than we were anticipating $929.06 with items listed that we did not approve to be fixed. We agreed it was fine and proceeded to hook up our boat. We noticed the tire was flat and the battery was dead so we were off to a great start. We took the boat directly to the lake where we launched it only to leave us stranded at the dock as it wouldn't start. We called the shop and they said to bring it in right away so we did. After being there an hour they said they needed more time on our boat that was "ready to go" . 5 days later they called and said everything was good and it was running great. Upon arrival I was greeted by a cashier with an invoice requesting that I owed them an additional $226 for their time. I stated that I didn't feel I should have to pay any extra as they had called initially and said everything was ready. She escalated the conversation after I refused to pay by saying she was going to call the police. Not familiar with my rights I called the *** myself and found out that it was considered a civil dispute. Not wanting to disrupt my family vacation any further I was informed to pay the bill and dispute it later. After reading the law in ******* I realized I was never given an estimate for either of the "repairs" and I definitely didn't approve them to do more work if i was going to be charged more. When they said they would take care of it I assumed at no charge. As I didn't' ask for any carburetor work they took it upon themselves to do as they pleased without calling to okay it with me. The additional $226 was to repair mistakes they made, I don't feel I should be accountable.

  Business Response

  Date: 17/08/2025

  August 11-2025 

  (Received August 1 ,of the long weekend)

  Re: Service  work order #**** and #****

  Dear *****,

   This letter serves as a response regarding the recent service performed on your boat and motor,

  -on May ******* you requested a tune-up and inspection of the motor due to milky oil. (work order #****, The requested service was completed. The unit remained in our yard for over a month prior to pickup. Please note that the motor is *********************************************** conditions such as flooded engine, battery drain, or trailer tire leaks. These issues were not part of the original  service request.

  -on July *******, you collected the boat. The following day, you reported the motor would not start, at our request, you returned the boat for immediate inspection (work order #**** ), Our technician spent 6 hours diagnosing and correcting the issue. However, in the interest of fairness, you were billed for only two hours of labor.

  It is important to note that the additional work performed was separate from and beyond the scope of the original repair request. As such, labor charges were both reasonable and necessary.

  Sampson Sales has been in business for 57 years and we stand behind our service practices as fair, transparent, and consistent with industry standards. Please see attached copies of work order #**** and #****

  Sincerely,

  **** Sampson 

  Owner, Sampson Sales 

  Customer Answer

  Date: 18/08/2025

  Complaint: 23625108
  
  I am rejecting this response because:  I feel the boat should have been water ready after the first time I picked it up. The secondary work was due to mechanic error.  I don't feel that when I'm told "the boat is ready to go" means bring it back to finish the original job.  Also upon further inspection there was some damage done to the boat while it was stored on the property.  It's just sad that such a "reputable" business won't stand behind their errors and do what's right!
  
  
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 18/08/2025

  Complaint: 23625108
  
  I am rejecting this response because:  I feel the boat should have been water ready after the first time I picked it up. The secondary work was due to mechanic error.  I don't feel that when I'm told "the boat is ready to go" means bring it back to finish the original job.  Also upon further inspection there was some damage done to the boat while it was stored on the property.  It's just sad that such a "reputable" business won't stand behind their errors and do what's right!
  
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 26/08/2025

  We acknowledge receipt of the consumer's additional comments regarding this matter.

  our position remains that the work performed was completed in accordance with the scope of service originally requested. We regret that the customer feels dissatisfied, however the secondary work referenced was not part of the initial agreement and was required due to separate mechanical issues outside of our control.

  We have acted in good faith throughout this process and have attempted to resolve the matter within reasonable business practices. While we understand the customer's frustration, we cannot accept responsibility  or issues unrelated to work originally contracted.

  That said,we remain open to constructive dialogue with the customer in order to reach a fair resolution, provided it is based on verifiable facts. 

  Sincerely,

  **** Sampson

  owner Sampson Sales

   

  Customer Answer

  Date: 28/08/2025

  Complaint: 23625108
  
     We are both disappointed and disheartened by this response, as it fails to acknowledge the fundamental issue at hand: our boat should have been released to us in proper working order, without the need for additional repairs. To suggest that these problems are entirely separate from the work performed is both frustrating and unacceptable, particularly given that damage also occurred to our boat while it was in the care of Sampson. We placed our trust in your business to not only complete the requested work but to safeguard our property, and it is deeply troubling that instead we have been left with new issues and additional costs. Your refusal to take responsibility in this matter leaves us with little confidence in your services and raises serious concerns about accountability and professionalism.
  
  Sincerely,
  
  ***** ****