ComplaintsforChaparral Boats, Inc.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  April 2022 purchased a Chaparral boat. Boat does not work properly. The GPS, Cruise control, etc fail upon use. Havecontacted Chaparral numerous time in the last 15 months with no solution. They sent a tech out to **** last fall to fix the issue, but was not successful. This boat has been sitting at the dealership for over a year. Chaparral will not provide assistance in fixing the problem. This is a brand new boat (2022) that has never worked. I would Chaparral to replace the boat if they can not fix the issues with this model.

  Business response

  06/20/2023

  ***,

  Thank you for reaching out. We understand you have had an issue with the boat. We have tried to coordinate getting ***** and ****** to the boat to resolve the issue.

  My current understanding is the boat is being taken to our other dealer, **** ****** for them to work on and try to resolve the issue.

  They have a staff that is more familiar with the newer technologies being installed in boat and we believe they will be able to resolve the issue.

  Customer response

  06/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They have not offered an solution.  We found the dealer that could "possibly" fix the issue. We had to get the boat there, Chaparral did not help us in any way. 

  Chaparral reps have avoided all phone calls and emails form both myself and ** ****** for over a year. 

  If Chaparral is using ****** and ***** products in the boats they sell, they are responsible for them working properly.  We did not purchase a "***** Boat" but a Chaparral Boat.

  A ****** rep came out last fall to "fix the issues". He was not able to fix anything, per a test on the lake. That's where the help ended from Chaparral.

  The new Chapparal dealer, ****** ******, has agreed to TRY to fix the issue. There is no guarantee what so ever. If they are unsuccessful, what then?

  Chaparral has not offered to replace the boat.

  Also, the boat has sustained body damage while in the care of ** ****** the past year.  It wouldn't be there if Chaparral took care of the issues.

  It's been 15 months now with no effort what so ever from Chaparral, at what point do they replace the defective product they sold?
  
  Sincerely,
  
  *** **********

  Business response

  06/30/2023

  ***,

  ****** ****** and Chaparral are actively trying to get the issue resolved.

  One of our techs have been on the phone with them all afternoon.

   

  Customer response

  07/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Please reopen this case. It is not resolved. Their so called "phone calls" did not happen. The issue is most definitely not resolved. The boat still does not work properly. ****** ****** did their best, but did not fix issues.

  **** **** *** ********** *******************

  
  
  Sincerely,
  
  *** **********

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2022 ****** with 67 hours, has been in yalls shop(GA) for going on 7 months now, I can not get anyone on the phone that has any answers at all. Also no one will call me back with an update, so basically I’m wondering if I’m ever going to get my boat back?? Customer service is the worst I have ever seen! I would like for y’all to purchase the boat back so I never have to deal with ****** again

  Business response

  05/02/2023

  Customer has been contacted via phone and made some demands which are currently under review.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Chaparral **** ****** *** **** from them in *** of 2020. The boat has been broken down so many times and it only has 60 hours of use on it. The last time I brought it for service was ******* of 2022, and this time I left it at the Somers Point Location. It was a simple list of repairs. 1. The gas gauge was off by 25% 2. The depth finder wasn't working for the 3rd time 3. The motors were not synching up RPM wise at low speeds and high speeds 4. The trailer needed to be serviced, repack the ball bearings with grease etc. 5. Detail the outside of the boat and winterize The boat was there *******, November, December, January, February, March and I would call and call asking for updates but they rarely ever had one. Finally **** ****** The General Manager stated that the head gasket was blown and they were trying to get it covered by the warranty company. Well that failed because they said there was an OVERHEAT at one time according to the computer which they said was my fault, then they indicated there was "likely " something sucked up into the impeller that caused the overheat and I should call the insurance company. The insurance company covered it but then they told me they could not get me a motor right away. Are you kidding me? I took the boat from them to bring elsewhere for the repair and on the way home one of the wheels on the trailer started smoking badly BECAUSE THEY HAD NOT SERVICED THE TRAILER. It cost me 500.00 to fix the trailer. We also had trouble finding some of the parts they had taken off the motor and when I got really mad at them, which I think I should have been at this point they stopped responding to me. After the new shop installed the new motor, at half the price ********** was going to charge, we had trouble with the software on the boat and I contacted ********** for help. Of course **** ****** the GM said " I think we should go our separate ways" knowing there was NO ONE ELSE IN NJ to service my boat.

  Business response

  04/28/2023

  *******,

  We do apologize you have had issues with your boat and our dealer.

  Unfortunately your issues seem to stem from the engine, ***** ***, which is solely warranted by the engine manufacturer, *** *********** ************ *********, or other non-warranty related issues.

  To my knowledge there are other ***** *** dealers in NJ, you would need to confirm with those dealers or *** (************) directly for verification.

  ****** *** ***** ************** ******* * **** ******* **** ***** **** ****** ** ***** * ***** ******** ***** ****** *** ****** ********** ******* * **** * ***** ***** ***** ************* ** ***** * ***** ********

  We would be willing to reach out to ********** on your behalf to try and reconcile the issue with them but cannot force them to work on your boat as they are a private business.

   

  Customer response

  04/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  from the very moment that I purchased this boat, it has constantly been in a state of disrepair. From the electrical system to the depth finder, the touch, screen, delaminated, the gas gauge doesn’t work,the rubber mats were not installed correctly on the boat and came up. It had to be reinstalled, I could go on for hours this boat is a complete disaster and it doesn’t even have 60 hours on it.

  what compounded, this problem and exacerbated it significantly is the dealers extreme level of indifference to collecting my problem after they collected my money

  You’re supposed to stand behind your product and go out of your way to make your customer happy

  Nobody went out of their way for me. They held onto the boat for seven months without rectifying the problem and actually caused more significant problems by not addressing some items.

  I still don’t have my boat back and the suggestions that you made with regard to servicing the boat or not acceptable because ***** ******* doesn’t service Chaparral jet boats. I have already called there and the ****** *** **** **. while they are very nice people are usually not available on a study and consistent basis so they will not be able to provide me with the resolution I deserve and require.

  This boat is a complete nightmare, and will continue to be one without anyone to help me. I don’t understand how you can expect me to keep this boat at this point since it has been in the shop more than I’ve had it in the water and I live on a lagoon with a lift so that’s saying something.

  This has been the most disastrous purchase of my entire life

  And I can’t be expected to deal with us on an ongoing basis. It’s not fair the boat is a lemon.

  
  Sincerely,
  
  ******* ***** ***

  Business response

  05/04/2023

  *******,
  
  I understand you are upset about your current situation and I’m not disputing the fact you have had some issues. To our knowledge, all warranty related issues were taken care of during the warranty period.
  
  We have reached out to *** for ***** *** dealers in proximity to you, please find below.
  
  ****** *** ***** * **** ******* **** ***** **** ****** ** ***** * ***** ********
  
  I do apologize for the inconvenience this situation has caused but Chaparral doesn’t warranty or service the ***** *** engine. That lies with the engine manufacturer. The *** person I spoke with did say their retail customer side, (************), *** be able to give you more locations.
  
  If there are any warrantable issues or questions I would be more than happy to assist with those.
  
  I understand you wish for Chaparral to repurchase your boat, a request we will have to respectfully decline.

  Customer response

  05/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  my boat sat at the ********** ****** ****** ****t for seven months and they only fixed two out of five warranty jobs

  Now I have a new engine in the boat which to be honest with you I don’t even think I needed, but the boat is now stuck in neutral, and it’s been diagnosed by the current mechanic for the last two weeks and they can’t figure out why it won’t go out of neutral

  For some reason, the electronic testing equipment is not recognizing the connection for the *** on the Port side so it’s not recognizing that motor at all

  This is the problem that I had as well when I drop the boat off last fall and ******* at ********** ******

  I don’t understand why this is so difficult. I feel like they intentionally or not fixing my boat and I don’t understand why.

  Nothing text seven months to repair. That’s a joke. They could’ve texted much faster than that and yet it just sat there and nothing got done

  Now you want me to drive to ***** *** ******, which is 75 miles away from my house and leave the boat there for how long another two months

  In three years that I have owned the boat it has been in the shop for a total of nine months and it only has 60 hours on it

  I never had an issue with any of the ****** boats I have, but this is a lemon

  I don’t care how the boat gets fixed but I just need somebody to fix it immediately

  So I justifiable solution for me would be for everything on the boat to be fixed right away, so that I can sell it and move on with my life

  Can you orchestrate the repair and get it done quickly and motivate somebody to actually do it, so it doesn’t sit there for the entire summer

  That is something I would be willing to accept

  Sincerely,
  
  ******* ***** ***

  Customer response

  05/05/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you *** update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary. Chaparral needs to make me whole somehow, if its not buying the boat back they at least need to fix my boat and help facilitate the repair since there are no dealers anywhere. As soon as the boat is fixed I am going to sell it which will effectively close the case. But it has to be in working order to sell it. 

  Sincerely,

  ******* ***** ***

  Customer response

  05/09/2023

  
  Complaint: ********
  
  I am rejecting this response because the motor is not the issue that we are discussing here, it has been replaced and covered by insurance and that is not what I’m talking about

  Every single system on the boat has broken down at least once and some systems twice

  The transducer which controls the depth finder, had to be replaced at least twice

  Multiple speakers were replaced in the boat on several occasions due to static

  The gas gauge has never read, correct since I purchased the boat

  The touch screen display delaminated, and had to be replaced recently

  The ****** top didn’t even sit when I initially purchased a boat it had to be replaced, and the replacement is terrible

  There’s no place to even bring the boat for repairs except for ********** ****** which is incompetent

  The second place that you gave me is only a part-time repair shop and a full-time ****** *** **** sales place. They’re not full-time mechanics.

  Recently, we just had to replace the entire wiring harness for the boat because you were unable to get the boat into gear and move forward. It was stuck in the neutral position since last *******.

  That is not the motor and the primary reason why I brought it in to the shop in the first place

  ********** ****** never repaired the issue and I had somebody diagnose the wiring harness problem at my expense because ********** ****** will no longer work on my boat because I’m dissatisfied that it took seven months for them to repair 40% of the things I asked them to fix

  So we’re not talking about the engine we’re talking about all the other problems that I have. I need somebody that I can bring the boat to that is going to be able to fix it within a reasonable travel distance of my home or I need ********** ****** to do a better job and take me back as a customer.

  And I’m going to need to be covered for the wiring harness and this job that was just done by a mechanic and ***** *** ******. I’m waiting for the invoice now which should have been a warranty job.

  I would like to present the receipt for that job with an explanation for Chaparral to review and then I suggest you review my records for all of the non-engine related issues that I’ve had

  And I want to resolve where I’m able to get my boat repaired in the future

  
  Sincerely,
  
  ******* ***** ***

  Business response

  05/12/2023

  Mr. ******

  
  Your vessel, ************, is almost 2 years past its warranty period for these types of issues. The Chaparral component warranty is one year which started *********.

  
  With regards to my mention of engine and ***, the *** Module (Intelligent Neutral and Reverse) is part of the engine package and warranted by ***. It was not my intent to cause confusion by referring to it as engine related issues.

  
  I reached out to ***, the warranty on those components expires in about 10 days, *** *** ****. You should be able to reach out to them, (**** ********, to start a case. They will want your engine serial numbers: ******** *** *********

  
  I understand your dilemma on having no dealer to make repairs. The only warranty currently left on your boat from Chaparral is the Limited Hull Warranty. If you have an issue arise in the future, we are happy to work with a non-affiliated repair shop.

  
  Most shops should be able to assist with normal boat related items. Unfortunately, we can’t force a dealer to work with you.

  
  As for a shop who can work on any engine related issue, *** should be able to point you in an appropriate direction.

  
  If a shop has a question about a boat related item, our customer service team, ***** ********, would be more than happy to speak with them to try and assist.

  
  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new Chaparral Boar (******) in ***********. At the time of the purchase it was noted that the upgraded ****** flooring we ordered was damaged. This was brought to the attention of the sales rep and service manager. Replacement parts were ordered and arrived in **********. The boat was taken to the local service center for repair in ********* and the replacement ****** was installed incorrectly and again has the same damage present as the initial pieces. I have attempted to contact Chaparral directly via phone and email (*** **********) and have not received a response. The upgrade cost $995 plus tax. I would like it to be correctly repaired/replaced or refund.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ ****, Based off the photos that were sent in, it looks to be just the bow section. Chaparral will goodwill you a new bow section of the snap-in ****** at no charge. If you will email *** a good shipping address, he will get it ordered for you.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We notice a defect in our boat with the hull. This is covered under their lifetime warranty. We notified our dealer which placed into contact with the corporate warranty department. It took several months of calling and emailing to get a response. After getting acknowledgment the dealership arranged pickup of the vessel in October 2021. Our boat has remained with them since and we call weekly without adequate updates on completion of the agreed upon fixes (hull and upholstery). We call weekly and continue to get the run around, not commitment or delivery date back into our possession. There has been no information on why the delay or when we can expect it back. There has been no offer of compensation. We are trying this as route to engage with the company before we need to enter into litigation to get our boat back with the fixes from a defected product that warranty covers.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/06) */ The hull and stringer for your boat have been built. It is next in line to have everything transferred from the old hull to the new and then be capped with your existing deck. I don't have a ETA as of yet on final completion.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Completely disappointed with my new ****** **** To summarize it: waited a year almost to get my boat, ordered ******* 2021 delivered on ********* 2022. Second time i put the boat in the water check engine came on as well as consult ****** dealer. Not to mentioned payments are being made on this boat and I can't use it. Transducer was never installed at the factory, eyebolts leaking, motor mounting(transom) was leaking after taking boat in the water 4-5 days to test for leaks after transducer was installed. Not to mentioned the motor now have to be removed to reseal all components. Making a long story short my brand new boat was in the shop for 21 days the first time. Boat went back in the water again memorial weekend ******** after 21 days in the shop.Check engine light came on again as well as consult ****** dealer.I drove the boat to the dealer on ******** and still no returns. Nothing against the dealer cause I know you guys didn't build my boat BUT "SHAME ON ****** QUALITY CONTROL DEPARTMENT". It was my dream boat but for the longest time!! but HONESTLY I'm not really sure if I made the right decision going with ****** BRAND. Time is of the Essence! Two certified letters were sent on ******* to ****** and ******************* and not even an apology I got from them. I need your help please this is a brand new boat and ****** isn't doing a single thing about it.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/06/21) */ ****** has reached out to the dealership. They are trying to prioritize all needed warranty repairs. ****** is committed to standing behind it's products and fully supporting they supporting them to the fullest extent of our warranty. Consumer Response /* (3000, 7, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Honestly this is unacceptable the first time the boat was in the shop for 21 days back in the water on the water ******** which ruin my memorial weekend cause check engine light and consult ****** dealer light came on. I took the boat back on ******** and my boat has been there since 3 more weeks this coming Thursday. I just had another boat payment today and insurance is being paid as well for something I'm not even using it. This is absurd not even an apology from you guys for all the aggregation you caused me. The dealer DID NOT build your boat you should take ownership of your product. I I hope this is not how you treat your customers my dealer has done for me, and you guys haven't done anything about it. I want compensation back to cover my payments/ insurance if Not using my boat plus aggravation I guess that the list you can do. Thanks I'm advance.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My **** Chaparral *** *** has a 5 year warranty including an unlimited structural warranty that is good until *** of **** . My dealer, ****** *** in ********, made a claim on a cracked stringer under the engine last October and despite many, many attempts to get Chaparral to respond to the claim and authorize repairs, they continue to not respond. I need this repaired as it will not pass a survey. Can you get Chaparral to respond to my dealer so I can get my boat fixed?

  Business response

  05/03/2022

  Consumer Response /* (450, 6, 2022/02/18) */ Please cancel this case. I do not want to pursue this any longer. I have resolved it with the dealer. *** *****

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new **** Robalo **** (parent company is Chaparral Boats) in late 2020. In May 2021, during the first service (20 hour service), I pointed out a few warranty items to the dealership. They took information and pictures to open a claim with the factory (Robalo/Chaparral). I purchased the Boat through a Robalo/ Chaparral dealership called ******* Marine in **** ******, ******** ******* Marine in a division of ********* Marine. It is now Sept and the factory has not replied to the dealership. The dealership claims they have contacted Robalo/Chaparral many times to follow up on the claim. So, it appears that Robalo/Chaparral is not willing to honor their 5 year warranty. There are 6 items that need warranty repair including; Cracks in the floor, cracks in the center console, a warped storage compartment lid, an improperly installed thru-hull that leaks, gelcoat blisters, and fog/condensation in the electronic LCD screen.

  Business response

  11/02/2021

  Business Response /* (1000, 5, 2021/09/03) */ The dealer has been given approval to begin repairs. Consumer Response /* (2000, 7, 2021/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a new, Chaparral 21' boat in October, 2020 from a Dealer located in ******** **** They assurred me that my ordered boat would be available and delivered in May, 2021. I went ahead and traded in my 2014 Chaparral 19' boat on that premise. The Dealer has since sold my old boat. It's now July 1, 2021 and the Chaparral Factory sales Rep called me and said that the boat is built but the windshield is on back order. I am paying full list price for this boat and I paid for a slip at ******* ******* in ******** Nobody can give me an ETA on the delivery. Half of my boating season has expired. I feel like I should receive some discount or a firm ETA as to when I can expect to receive this boat. It's on my insurance policy, too. This is totally unfair. I am a repeat Chaparral customer. I want my boat, now!!

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/07/02) */ Windshields have been on backorder. We have received the windshield for this boat. We are closed next week for our annual 4th of July shutdown. I can better advise/update once we re-open the week of July 12th. Consumer Response /* (3000, 12, 2021/07/23) */ We still do not have the boat. Business Response /* (1000, 18, 2021/08/10) */ The dealer picked the boat up from the factory *********. There are dealer prep items that have to be completed prior to delivering to the customer. They dealer has delivered the boat. Thanks, Ian K.

• Initial Complaint

  04/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have purchased a brand new Robalo from ********* boats. There appears to be problems with the seats that were installed. I filed a complaint with the dealer in 2017 which was addressed at that time. By the end of 2017 I had to file a new complaint with the replacements seats. ( One person told me that they didn't want me to wait so they removed the seats from another boat in stock and put them on my boat as new replacements). This person is no longer at this boat dealer. However, documentation shows that this business was supposedly following up with replacing the seats. In this process promises made not kept. Additionally, trips made ,discussions over 1 year then while still getting promises, Covid -19 hit and businesses closed. Finally while still contacting ********* boat dealer. more promises. Then I received from the web a head guy at Chaparral which also made promises. Still getting nothing and I believe that they are stilljust trying to run out the clock at this time.

  Business response

  07/23/2021

  Business Response /* (1000, 5, 2021/04/29) */ Mr. ******* purchased his new boat in November 2015. It had a one year warranty on the vinyl seats which expired in November 2016. Mr. ******* is demanding a full replacement boat interior although his warranty expired over 4 years ago. Said interior has a normal dealer price of over $7,000. Robalo has offered him a deeply discounted price of $1,771 + freight and shipping crate. Accordingly, we believe we have made a very fair offer for resolution. Consumer Response /* (3000, 11, 2021/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) fact : boat was purchased and accepted on November 28 /16 Fact : 1st complaint about seat cushions 9/92016 Frank A. (service mgr) within 1 year period, ** replaced the seats early 17. Fact: service mgr confirmed that the new seats were covered for 1 yr, Fact: 10/4/17 the replaced seats had the same exact issues as the first set. FACT: service mgr Frank A, advised to bring the new pics to the office and uploaded to their system. Fact this issue has been discussed with FT from time 10/4/17, several trips, deceptions on FT until Covid -19 , resumed 6/26/20, with another visit, recieved an offer 3500.00 total expanse which I rejected because I cannot to spend 3-4K every year or so. No guarantee that these replacements are going to last more than 1 yr. Al though KF at Chaparral tried we got the same offer as before. I feel that this offer is unfair as these seats have only lasted 1 yr. known Robalo issue. I am so disgusted with the lousey service, deception, and for the record I kept the seats covered with the ********* covers which were purchased from the dealer custom made for this model boat. I have all documentation and email confirmations of these conversations. **/Chaparral/Robalo have just been dodging the issue while trying to run out the clock on warranties. Doing business like that means the warranty is not worth the paper it is printed on.

*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. ↩