ComplaintsforWaterway Boat Lift Covers, Inc.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Waterway Boat lift covers to replace my 30' x 17ft Boat lift cover. I contracted with them on Oct 17, 2022. They required a 50 percent deposit of $1275.00. I had not heard anything as I was told they were a couple months behind when I contracted with them. My first contact in December I spoke to a person in the office that said my batch was next and I should hear something shortly. In January I called back and was switched to a person named ***. He told me that they were out of the timber color and asked if someone contacted me about possibly taking an alternative color. I told *** no one contacted me and I would accept a different color in order to get the cover installed. *** stated a lot of people were put in front of me and he would get my cover done next. He stated they make the cover and install it the next day. I contacted *** in January and the timber color was in. Again it was suppose to be done rate away as *** stated many people were put in front of my invoice number. It is now February 27, ************************************************ the company picks up my phone calls.

  Business response

  03/08/2023

  ******************** was quoted the price for a replacement cover on 10/17/2022 and the deposit was made on 10/20/2022.  The replacement cover installation had been set for 3/20/2023 and ******************** was called and a voicemail left about the installation date.  ******************** has not left any voicemails on our answering machine nor has he spoken to my admin who handles scheduling questions.  Due to the difficulty in dealing with ******************** a refund check for the deposit will be mailed to him first thing in the morning (3/09/2023). 

  Customer response

  03/09/2023

   
  Complaint: 19506694
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  03/13/2023

   
  Complaint: 19506694
  
  I am rejecting this response because:

  It wasn't until after I filed the complaint with the Better Business
  bureau against Waterway Boatlift covers that I got a message on my email
  that Waterway would be here to put the new cover on the Boat lift on
  3/20/2023.  The email did not disclose waterway as the sender.  Which is
  not a problem.  It had Dan's name on it which I tied it back.   The fact
  that they said they had problems with me is very untrue.  I have called to
  inquire three times over  the 5 months they have taken.  I spoke to ***
  the CEO and he was the one that informed me they should have called me
  when they did not have my color to see if I would accept s different color
  which I told him we would have and tan was available. He said a few
  hundred invoice numbers had been put in front of me and he would get it
  scheduled which he did not.  I called back again about a month later and
  *** stated my original color had come in and they will get it scheduled.
  I am a totally disabled veteran and I hold an MBA and am really taken back
  by this companies behavior and treatment of good and patient customers
  like us.  They never apologized and i will see if theft show up on March
  29, 2023 as they never did refund my 50 percent down deposit.  My wife and
  I are surprised and extremely disappointed with these folks.
  
  Sincerely,
  
  *******************************

  Customer response

  03/30/2023

   
  Complaint: 19506694
  
  I am rejecting this response because:

  This response was taken verbally by the BBB:

  At this time we have received our deposit check back from the business. We are still dissatisfied that they held our check for over 6 months and we did not received the services. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Company installed a 27 Boat Canopy with the agreement Warrenty that if there is a storm/ Hurricane winds over 70 miles per Hour they would automatically come remove the canopy for $50 and later reinstall it for another $50. When the hurricane *** came I called them a week before because they had not yet come to remove the canopy. I was told they were too busy and fully booked, that they had changed the rules requiring the owner to call in advance for service, the fee **** want to $100 down $100 back up. They failed to notify me since Im usually in NY in September so I thought they would hold to the contract I signed up for when I signed for them to create a Boat rack and canopy for my Boat lift and Cabin Cruiser. Because Im a Senior 72 I was unable to remove the Canopy, which tore in two, wrapped around the steel cable of the Boat lift and around parts of Boat. The forward hatch of the Boat was ripped out and the Boat filled with water and the other half of the canopy was drawn into the steel cable of the Boat lift. I will have to replace the canopy as my Boat fills with water each time it rains because of the missing canopy. I think this Business who was obnoxious when I tried to get them to perform the service they sold to me when they installed this they basically told me tough its my problem they changed there policy. I never received a notice I would not have had them install this if they didnt guaranteed they would remove the cover without my calling them being Im innNew York until end October. They should be required to perform what they sold to me. At this time I think they should make me a new canopy at least at cost not *******************.

  Business response

  01/26/2023

  This canopy was installed 10/16/17, shortly after Hurricane ****.  During the aftermath of Hurricane ****, Waterway Boat Lift Covers was advised by local authorities that in the event of another hurricane we would need to have pre-approval to enter a ******************* before removing a boat lift cover due to numerous calls to local police from customers stating that their boat lift cover had been stolen, not realizing that they were on the "free hurricane sign up list".    After several meetings with the local authorities it was determined that the best way to be proactive pending a possible hurricane was to obtain prior approval from the homeowner on a yearly basis by way of a contract to remove the boat lift cover. (The contract allows Waterway Boat Lift Covers employees to enter the property and remove the cover without any repercussions from law enforcement). Waterway Boat Lift Covers came under new ownership January 2019, at which time thousands of letters were mailed out to all customers in the Quickbooks database advising customers that the "free hurricane sign up list" was no longer available due to the issues that arose from Hurricane ****.  The letters that were mailed out explained how to sign up for the revamped hurricane list, the cost, and what to expect in the event of a hurricane for removal and reinstallation.  The letters also stated that there were a limited number of customers that would be able to sign up for the list.  The only correspondence Waterway Boat Lift Covers has had with this customer prior to the call for Hurricane *** was the installation of the original boat lift canopy.  Unfortunately, we are not able to assist all the customers who call to have their covers removed days before a hurricane is supposed to land.  Customers that are under contract for the Hurricane List take priority over a customer that calls in a week before a hurricane is about to hit.  

  Customer response

  01/27/2023

   
  Complaint: 18738687
  
  I am rejecting this response because:I have never received correspondence from this company telling me of the changes if I had I would have been prepared and would have had a yearly contract with them if warranted. As it is I was surprised by their failure to show up to remove the cover and my call to them was met with extremely rude response. Given that they are the once who changed the rules of the original at purchase contract they should have send changes to contract my registered mail or by reaching out via phone. I am not looking for them to replace free of charge the cover, but I think a cover at cost would be appropriate.
  
  Sincerely,
  
  *******************

  Business response

  01/27/2023

  The hurricane list prior to 2019 was not a ******************.  This was explained to you when you bought the canopy and I know it was explained to you that it was not a guarantee because back in 2017 I was a sales representative and I am the one that sold you the canopy.  The hurricane list was a list that was utilized to group customers that wanted their canopies removed prior to a storm by zip code so the Waterway crews could be mobilized effectively without backtracking back and forth between cover removals.  The customers on that list were prioritized over customers that called in to the company for a cover removal.  The hurricane list that started in 2019 is a ****************** as a payment is made for the service prior to being placed on the hurricane list and it authorizes Waterway employees to enter the premises to remove the cover.  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They don't honor their warranty, they used wind as an excuse even when it didn't exceed their 70 mph advertised limits. It appeared to me they blame the wind no matter why it failed, never their inferior design. They used small vinyl tabs to attach the main canopy to the frame, very weak failure point, they should use the common method utilizing a re-enforced outer band around the perimeter of the canopy, not a right angle tear point of failure. This is a clear manufacture design flaw that should be covered under their warranty. See photo example of the tabs and posted wind limitation. 1st contacted *** on November 1, 2022, I was run through many hoops, send photos etc, promised callbacks but never received one. Now *** won't take my call or return messages for around a month now, seems obviously to me he is hoping I will give up and go away. It became personal now, even if it cost me money to pursue. Hopefully they do the right thing. I prefer a refund for the canopy replacement cost, I will contract with another company to replace it..

  Business response

  01/24/2023

  I spoke with ********************** on January 24, 2023.  The replacement cover is scheduled for installation on February 8, 2023.  I will be addressing the lack of communication with customers with my office staff.  

  Customer response

  01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, *** has scheduled a replacement canopy for Feb 8,2023 I find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *******************************

*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. ↩