ComplaintsforAmerican Marine & Motorsports Super Center

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 26Apr23 I bought a 14 ft. Alumacraft boat from American Marine. The ad on their website listed it as a **** model 14 Resorter. The Purchase Agreement lists the year as used and the model as 14 RESORTER. When I got home I went online and discovered that it is actually a **** model **. I requested to return the boat for a full refund. American Marine has refused to do anything. I paid $750 for the boat plus $146 in taxes, licensing, and processing fees.

  Business response

  06/06/2023

  We are very sorry that ****************** is unhappy with his purchase and feels as though we misrepresented it.  I have reviewed the information concerning the transaction. We always do our best to represent our products accurately and honestly. I looked at the purchase contract details, and it shows that the boat and trailer are listed as "used" with no year specified. Also, the price charged is quite reasonable for an older aluminum boat and trailer. I was the manager that typed the contract for the salesperson. One thing I remember with this transaction is that the boat and trailer did indeed have a year listed on the boat and trailer. Because there was no serial number on the boat and trailer, I always remove any year stated on the purchase contract. Without the serial numbers, it can be nearly impossible to identify its years accurately. So, I simply put "used" down for the year on both the boat and trailer. I explain this to the salespeople so they may tell their customers during the purchase process. Our website contains many hundreds of boats. Because of this, it's a very labor-intensive job duty to manually type in each boat entry. Sometimes mistakes do occur, and we state online that we can't be held liable for any misprints or errors.

      ****************** came to our store and looked at the boat and trailer before he finalized the purchase. It's very possible that the customer who traded the boat and trailer to us said it was a ****. Once that product gets to the store, we verify the information and correct the entry, or simply delete the years and put "used" in many cases. There are several trade-in items on our website where the information is limited because the trades have not gone through our evaluation process. Sometimes the information changes once the product gets here to our store. We verify and correct all the information as we evaluate the boats.  For example, a picture online of an "inbound" used boat may show a cover with the boat, some life vests, or other equipment. In the description of the boat shown, we state that items shown may not be included with trade or are subject to evaluation. Many times a boat is shown with an old fishing locator. Once we evaluate the boat, if it's found to not work, or be very old, we remove it. Some pictures of the boats have customers personal items in them which don't always stay with the boat. (life jackets, anchors, coolers, etc.) When customer's call us to inquire about products and mention they saw it online, we explain that we need to look at the item in person so the salesperson can see the item in question and help the customer with their selections. We always encourage customers to stop in and look at the products prior to making a purchase. With ******************, it he feels the price paid is not worth what he has purchased, I'm willing to adjust the pricing within reason. For a complete refund, I will consult with our store manager and see if that is fair for both parties involved. Incidentally, if ****************** can show me where the website had the incorrect information, I will forward that to our manager and ask the senior manager for a refund even though our website has our information disclosure listed there. I encourage ****************** to reach out to me so that we can resolve this issue. There was definitely no purposeful ill intent on our end, and we only want to make things right. 

  Sincerely,

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

  Customer response

  06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I don't believe the response by the business answers my concerns.  The boat was definitely advertised as a **** model.  I was rather easily able to find it was  a  1960.  A price reduction is not what a want.  I want to return the boat.
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business response

  06/23/2023

  I have reviewed all the materials from this transaction. I feel that this was a situation that is hard to find fault with. It seems apparent to me that no-one has tried to mislead anyone with this transaction. The customer who traded the boat to us gave us registration stickers and the registration card from ********. I enclosed a copy of those stickers and reg card. The card shows the boat registered as a ****. When I saw the boat come through our store, I did not see the typical serial number that has the year of product as part of the number. For example, If a boat was a 2023 the Serial number would look something like this: ***********. The last 2 digits would indicate the year in the boating industry. This boat was originally listed as a ****************************************** (The picture you sent to us was dated March 28th, 2023.) After that date, we changed the listing to show no year on the boat and trailer. We did this because the boat did not have the typical serial number stamped on it indicating the year of it. So, I wonder why this issue of age did not come up until after you saw the boat and trailer, purchased it, and took it home. If you had looked at the boat online after March 28th, you'd see that the year of boat and trailer was changed to "used" because we were uncertain of it's exact age.  Apparently, we did not see the serial number stamp that you saw on the boat that shows FL4113. If we did, it wouldn't have helped us ID the age unless we called Alumacraft, and frankly, we felt it wasn't necessary because that type of boat is not sensitive to age. It's an "old aluminum boat"....We sold the boat and trailer to you as a "used boat and trailer" with year unknown. This is how it's shown on the purchase contract that both you and our business manager signed the day you made your purchase with us. The ********* DNR has requested from you the model year of the boat and a picture of the hull ID or pencil trace.

  We corrected the information on our website a month before you purchased it. What more could we do?  it was online for a month that way until you had purchased it as a "used boat and trailer" with no year stated. At this point, why don't we find a different boat for you if you still feel the age of the boat is the main issue for not wanting it. One last thing, the trailer was never an issue in this purchase? There's no year listed on that either. It's not a ****, but it's most likely decades newer than that. But, a trailer is a trailer, unless you're buying it relatively new or new. Then we have a certificate of origin and they are now titled with the state, so we know the year on all new trailers. On most of our used trailers in stock, they are sold with no year listed. It's very common for ID numbers to wear off and people have come to not care about what year the trailers are. Anyway, if you still do not want to keep the boat, I suggest a re-stocking fee for it to be returned. I would say a 10% fee would be fair under the circumstances. We can also help you find a different boat and take that one back in as a trade-in.  We can allow you the full purchase amount that you paid for the boat and trailer, $750.same amount paid for it on trade. 

  Sincerely,

  *********************, Mgr.

  Customer response

  06/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may 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 this resolution is satisfactory to me. 
  I will return the boat.  A restocking charge is a practical way to settle this issue.  I paid $67. in taxes and licensing fee.  With another $10.  that would cover a 10%. restocking charge.  That would mean a  $740. refund.  Unless I hear differently I will return the boat on Wed., June 28th.
  Regards,
  
  *************************
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My families boat was damaged and vandalized while in storage at American Marine and Motorsports. The General Manager and other employees reluctantly acknowledged the damage as their fault. I submitted to the best of my knowledge total repair cost for the damage. American Marine stated they would also come up with an estimate of compensation. From this point, American Marine would no longer answer my calls or respond to me. My last meeting with American Marine was on May 5, 2022 with then general manager, ***********************. **** stated that within a week he would give me an estimate of what they feel they owed. American Marine has been unwilling to contact me since this date. my family has acted with the utmost understanding, and American Marine refuses to act in good faith.

  Business response

  12/07/2022

  12-07-22 Called this Gentleman who is not the owner of the pontoon, however we have are working together with the storage faculty on getting this resolved with the parties involved.

  Customer response

  12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] Yes, I was contacted by American Marine but the employee who called had no knowledge of my issue. He stated the general manager just asked him to call me. He said he would look into the issue. No timeframe for resolution was given. This has been the ongoing problem with American Marine, they acknowledge the problem, they even acknowledge their fault. Then do nothing to compensate for the damage.    American Marine is fully aware that I am acting on my elderly in-laws behalf, who are the owners of the pontoon. I made it clear in every conversation , who I am and who I represent.  I rejected this response because I feel once again it is just American Marine appeasing the better business bureau, and not actually resolving the problem. My request would be for American Marine to present me on behalf of my in-laws some offer of compensation for the damage they caused. Compensation would be made out directly to my in-laws.
  
  Regards,
  
  *************************

  Customer response

  02/08/2023

  There has been no update, no response from American Marine. They promised to put together an estimate of the damages they owe for their negligence in storing my families, pontoon boat. They admitted to improper storage and handling, and were to come up with a figure to pay for the damages. Since they have admitted to improperly storing the pontoon we have received nothing. Every time I have tried to contact them I get the run around. They admitted to s******* up but are unwilling to pay for the damages. I dont understand how a company can be this dishonest and take advantage of an elderly couple and still be in business. Dealing with American Marine has been a nightmare for my family.

  Business response

  02/23/2023

  This person who filed the complaint is not the owner who stored the boat with American.  The owner paid for winter storage.  At the end of the inside storage period, American relocated the boat outside and, like all customers, reached out to the owner for pick up.  NO RESPONSE from the storage customer.  In this situation, the boat will remain in the fenced in outside lot until we are contacted by the storage customer.   

  I believe this person purchased this boat from the owner.  I believe this boat is older.  In the marine industry, upholstery, carpet and canvas would be considered at the end of it's useful life!!!

  If the boat was vandalized, it is the customers responsibility to use their insurance for any and all repairs.    

  If the storage customer wanted additional paid inside storage or outside shrink wrapped storage, all they had to do was contact our our facility and pay for the additional time. 

  The storage customer should had picked their boat up following winter storage which they did not do.  No call, No show means No direction for storage of their boat.

  All of this is simply do to storage customer not picking their boat up on time.

  Customer response

  02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This is an Out right lie by American Marine and Motorsports. Notification was made, they were aware my elderly inlaws had no way to pick up the pontoon because they had no trailer. AM. Had always picked up the boat in the fall and delivered it in the summer. AM has lied about their handling of the boat from the beginning. We came to an understanding with the previous General manager *********************** that American Marine was responsible for the damage and they were working out an amount. The new general manager ***************************** lied to the state investigator ********************* that my in-laws were asked to pick up the boat. He will not return any of my attempted contacts and has other employees lie for him. From day one I have always made it clear that my in-laws are the owners, but because they are in there 80s I would deal with American Marine on their behalf. American Marine has lied and made excuses from day one. My in-laws have been devastated by this whole ordeal. This company is unwilling to act in good faith, they have lied, they have made ridiculous excuses, from entry level employees all the way to top management. Beware to anyone who deals with this company, if this is the way they treat long time loyal customers. Reading reviews reveal they have a pattern of taking advantage of elderly customers. This company should be ashamed of their actions. Please type your response here.]
  
  Regards,
  
  *************************

  Business response

  07/07/2023

  On September 2, 2019, **** picked this pontoon up at ******* Lake which is approximately 45 miles with our trailer given Customer does not have on.  This Bulk storage.  All Pontoons are put in around September and taken out in April and staged for customers to pick up if they have trailers.  If not, customer calls and we deliver to them but all boats are moved outside.  It's winter storage. If they want Spring or Summer storage, they need to pay for that over and above.   

  In July of 2020, customer called and stated they did not want their pontoon this year.  (Outside 4 months)  It was relocated back inside at this point.  Summer of 2020 and Winter storage through 2021 was invoiced to customer which to date has yet to be paid.

  Once again, all boats were pulled out of storage in April 2021 and staged.  July of 2021, customer had us deliver to ******* Lake and was not happy with the condition of their **** pontoon.       (4 Months Outside).   Furniture on pontoons has a useful life of approximately 10 years.  This Pontoon is 20 Plus years old.  It was stored inside for Winter storage and outside in a fenced in area from April until called by customer for delivery. 

  Customer is responsible to insure their pontoon to cover any and all damage while in our possession.  In this case, it's a 20+ year old pontoon that could had been redone many years ago according to our pontoon mfg.    

  Customer response

  07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Once again, I believe this is an outright fabrication by American marine and motorsports. Several calls were made to American Marine that the boat would not be needed for the one season. My in-laws were informed that the boat would be put back into storage and be available for delivery the following year. No invoice for the additional storage was ever sent and once again calls were made to ensure the status of the boat. No response was ever given from ****. My in-laws requested the boat to be delivered by the end of May the following year. The boat was not delivered until mid July. my family was given dozens of excuses why the boat could not be delivered. Some included the boat could not be found, the boat was damaged beyond repair, and after numerous request, **** would not respond to our family. We were left to deal with *** who clearly stated he had no idea of what was going on. when ****** eventually delivered the boat in mid July ,2 months after we had requested it to be delivered, he stated the boat was in indoor storage the whole time. American Marine has changed their story every single time we have contacted them. **** and *********************** both stated directly to me that they miss handled the storage of the boat and would compensate my in-laws for their loss. As I stated previously, in this complaint, it was clear to American Marine, that I was acting on my in-laws behalf due to their elderly age. No one from American Marine has returned any of my phone calls, or willing to set up a follow up meeting. The last time I spoke face-to-face with general manager, *********************** I was assured that they would put together a dollar amount to cover the damages. American Marine has played games and took advantage of my elderly in-laws to cover up their miss handling of the boat. We have been lied to from the lowest employee up to the stated, vice president and general manager. After reading many reviews of this company and talking to many people this company has a track record of taking advantage of people, and miss management. I do not believe that American Marine ever had any intention of paying compensation for their gross miss handling of our boat. I have never dealt with a company that has blatantly lied and taken advantage of people like they have.[Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted to buy a new boat. Upon pick up no staff met us a dealership. Upon orientation it was a paperwork check the boxes. Work was suppose be done "pay parts only" but company made us pay labor to release boat ($200). No information about trailer lighting so we had to buy there. No table or manuals complete had to take from other boats. Boat had problems from first launch - dealer said everything is fine did not want to see boat. Boat on 3rd trip was a no start. Brand new engine had faulty (un safe wiring) Dealer left us stranded on water and said not there problem - if we wanted pull boat 4 hours back to them. Will not warranty. Paid for new engine, boat and received nothing of the same. The work done was wrong wiring and electrical issue hurt motor. Dealership will not stand by warranty of new boat at all. New motor is only option. Offered to return boat for full refund - they refused. Dealership only worried about survey to Manitou. When negative survey sent received a rude and offensive text message from company. Text messages to verify dealer does not feel they have to stand by boat or motor.

  Business response

  10/27/2022

  We are sorry that the customer seems to have so many different problems concerning their new boat package. We had previously advised the customer that we need to see the boat to help diagnose and fix the issue(s). We will help them get the problem(s) resolved. As it states in the manufacturers warranty statement, the consumer is responsible to bring the product back to any authorized seller for warranty work. The customer stated that were were not helpful as the customer was stuck on the water. Sometimes this is the case because we can only advise the customer to check a few things and the rest of it, we must see in person.  With the "high tech" nature of products today, many things that could have been checked in the past cannot nowadays because of the special diagnostic equipment that the dealer has. The customer was not willing to bring it back to our facility for service. At this point it is beyond our control. We have received the survey from the manufacturer that the customer mentioned in their complaint. It appears that every single negative thing that could be checked on the survey, was. This to me indicates that there may be more going on than what has been stated in the complaint. We are sincerely sorry that the customer seems to be very dis-satisfied with the product purchased and the service or lack thereof that they received from us. As stated before, we need to have the boat at our facility to diagnose and fix the problem(s). The manufacturer does not cover transportation of the product to and from the dealership. 

  Customer response

  10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our boat in at then end of June to sell on consignment. We were told by ********************* , a sales rep that the just needed to give the boat a one over- and make sure all mechanical parts were in working order and then the boat would be listed. As weeks went by we were in contact with **** about no progress being made. He gave unlimited amounts of excuses (and would say he needed the paperwork/title signed over) and finally said that due to staffing they were not able to look at the boat yet. We had told **** that we had all paperwork- and sent an email containing all paper work and were going to sign and mail as soon as they were able to look over the boat and we agreed on a price. After two months, and no movement we decided to pull the boat and go somewhere else. Upon getting the boat back we realized that that the hummingbird helix 9 was missing. I immediately contacted ********************* to ask if he had taken it off and he informed me that their facility had been broken into, and 6 boats including ours had parts stolen- and he forgot to inform me! Upon contacting **** (***** I believe)-who filled the police report- said that some boats did but he didnt realize ours had and a police report had been filed for those that did. He informed me that **** was lying about the situation- at this point we dont know where it is and feel like it may have been stolen and sold from American marine itself. We were informed we need to file through our insurance which will cause our insurance to increase. As it I was in their care we do not think we should be responsible for the cost. The unprofessionalism that we received from ********************* and american marine through out this process has been unmeasurable, we feel that this is not an establishment that can be trusted and believe measures should be taken so this does not happen to others. We feel we were taken advantage of, and being far away (recently moved to id) made it hard for us. Thank you so much

  Business response

  08/26/2022

  I did talk to this customer yesterday, I had explained that the boat's that were affected. Police reports were made, I then told her she should contact her insurance to file it with them as well, customer was under the impression that our insurance should cover this as it was in our possession, I did explain that their insurance would still be covering their boat and if their insurance company had questions to call us. I also explained that if they need any help with this situation please feel free to contact me. She was not happy with **** due to him giving invalid information that was not true, we had 2 boat's that were affected and police reports were made, later we did come across another unit that was also missing a locator however no video surveillance on that, we did have video of the first two and that as well was turned into the police department. On what **** is telling me they would not sign any paperwork, give up title etc... This is why the process was at a stand still.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pontoon boat that was suppose to be rigged with a trolling motor and depth finder I supplied. *** arriving nothing was assembled so they slapped it together to get out. They failed to do all of the assembly and incorrectly wired the batteries. I had to call the manufacturer of the battery charger to get information on how to correct it after several failed attempts with their service department. I got no manuals for the outboard motor or battery charger. They also failed to give me the manufactures certification of origin for both the boat and trailer which I needed for registration in ********. After serval phone calls and three hours of waiting in DMV I finally got the paperwork faxed. Now I have a starting battery that does not take a charge I need information on replacement but two phone calls, email to salesman, and email to main office has done nothing.

  Business response

  07/08/2022

  We have been working with ************************* and had his unit at our ************* we have replaced his battery charger under warranty no charge to him, we also found that he had a bad fuel fitting, we water tested to find failure and water testes to make sure finding fixed issue and that was also replaced under warranty no charge to him, we also re-positioned his heading senor for his trolling motor at no charge to him good will on our behalf. ************************* has picked up his unit as of 7-8-22 with all item addressed that he was having problems with

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a boat in March 2021. At that time, we purchased a used 20 foot pontoon boat with a used motor, and trailer. We were told we would have a new bimini top placed, that it was water ready and the trailer was brand new and could hold a larger boat. We truly wanted to see how much we would use the boat prior to purchasing something bigger and better.First time we take the boat out, the motor has no reverse. We were able to fix the issue immediately after speaking with DNR and being told that the paperwork we had was not correct for the boat. The motor continued to cause us nothing but issues. It was an older motor, so we didn't expect it to last forever, however, we did expect at least one season out of it. Instead, our boat spent more time at American Marine than in the water. The boat didn't want to idle at all and would die regularly; as an FYI, this is not a good thing in no wake zones. We brought it back to have it fixed and it took over a week. They advised that they had put plenty of hours on the boat to make sure it worked; lies. They put MAYBE an hour on the boat. Idle worked again, but then the boat had no get up and go. What good is 70 hp when it doesn't put it out? Our (water ready) boat spent probably close to 3-4 weeks in their shop throughout the summer and another 3-4 where it didn't work properly. Finally, we decided to upgrade the motor. We got a credit for the "water ready" motor. They charged almost double what the motor is worth. We then decided not to put in the work on this one. I called on 03/01/2022, and spoke to a sales representative. I was quoted a ball park figure of $10,500 to $11,000 for them to buy back everything. We were set to go. My husband calls today, 03/02/2022, and the sales manager decides it's only worth $7,000 for boat, motor, and trailer. That was after we were told we could sell privately for $14,000 easily.Why is it always the run around? **************** ***** and they lie.

  Business response

  03/22/2022

  The customer wishes for a refund, contact by our business, and a resolution to their concerns, without lying. I attempted to contact them today, ( 3/22/22 @ 5:25 pm.). The customer did not answer and I could not leave a voicemail as their voicemail was not set-up. I will attempt to contact them via email. I spoke with the manager who was trying to help this customer out. He stated that the customer had several issues that he thought he already addressed. The customer stated that someone at our business quoted a "ballpark" figure of value for their pontoon pkg. If they know who they spoke with I could confront that person and ask them what the details were in that quote. Without being the person who quoted a value on their pontoon package, there are too many different scenarios of what determines value in the product.  The **** motor that was on the package they purchased apparently did not perform well. We serviced the motor and got it running as best as we could. It was most likely a motor that just did not perform as they had thought it would. So, we gave them money for that motor on trade and rigged a new 60 H.P. motor on the boat. Later this year, the customer inquired about selling their pontoon package. The manager, *****************************, suggested that we take the motor off the used pontoon boat and rig it on a brand new one. We quoted them a price for that and ***************** was going to let us know what they wished to do after he spoke to his wife about it.  Apparently they found a boat elsewhere, which is fine, but that dealer did not want to take their pontoon pkg on trade. We did make them an offer to purchase their pontoon package for $7,000. We could also sell their boat here as a consignment. This would get them more money in hand than if we just made an outright "cash buy". We are not able to provide them a refund on their purchase as too much time has gone by since they purchased. ( As a store policy we do not allow refunds once the deals are completed. We would much rather find a solution where both parties can come to some kind of amiable solution.) The original manager that tried helping in this situation informed me that they had decided on a different boat package elsewhere. I don't understand why the business where they bought their new boat from would not take their pontoon package in as a trade. The original manager, ***************************** can be contacted by the customer as he said he'd be glad to speak with them further about the situation. I myself am willing to chat with them if they wish although ***************************** is my boss and they would most likely be better off if they continued the conversation with him.  

  In no way did we tell the customer that they could pull a larger boat with the trailer they had purchased. This could be a disaster as it would be very unsafe and in no way would it work. The trailer model that they purchased is a "PT20T 45 which means that the trailer will properly fit a 20' boat. At the time of purchase they could have bought a larger trailer that would accommodate a larger boat in the future. They were not sure how they'd like pontoon boating so they chose to buy an older boat. This is not always the best option as an older boat could mean more issues. This was the case with the **** motor that was on that boat. It was all we could put together for their budget. Although the package was used with no warranty, we always try to help the customers out.  We repaired their motor free of charge. It apparently did not run up to their expectations and that's when they decided to upgrade to a new motor. They commented that we charged almost double what the motor is worth. This is not true at all. ( I have attached the Mercury list prices on motors and have highlighted the motor they bought in yellow. Keep in mind you must add for the rest of the components along with the labor costs for rig and de-rig.) The price was an appropriate amount to be charged for the new motor. The pricing included new controls, cables, aluminum prop, de-rigging of the old motor and rigging of the new motor on their boat. 

       I'm sorry they felt that they were lied to. There are things that can explain why they may feel that way. Of course we're always portrayed as the "bad guys".  When the customer stated that we "ballparked" a value on their boat pkg, that number can vary greatly based on what boat they are looking to purchase and also how they portrayed it's condition to the salesperson they were speaking to on the phone. That's why we always like to see the trade in person to get a more accurate value of it. Trade-ins are always subject to evaluation. There will always be some variance based on how much knowledge the salesperson has and which manager is working the deal. I've seen some managers here put more or less into something based on what they think the market will bear on the product. We don't ever need to lie to the customer's because it's obvious that we'd hafta deal with it later as we are now. Also, many times customers choose to hear only what they want and other times so much is discussed that things get "lost" in translation. There are so many variables and it seems that each situation has different variables.  

  Sincerely,

  *********************.

  Customer response

  03/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *********************** I dont appreciate the way this was handled by the business. I worked with one of our original sales people when quoted. They obviously do not have the correct number or did not dial it correctly as per my complaint, it was my phone number listed. We sold the boat with the motor almost off due to ineptitude on the dealerships behalf. I no longer require their assistance but will leave my review up so others know to read a contract with them very, very carefully. My husband and I have made the decision since working with our new boat dealer that this was a mistake on our part to work with this dealer. Even the person who purchased our boat stated he would not work with this dealer in any capacity. ****** learned on our part in regards to this business. Also, as a side note, you were the bad guys. You told us that our boat was water ready when in reality it was not. In our eyes, you violated our contract just by that. We gave everybody fair opportunity to make it up and deliver a better experience, but it was not. There are a few helpful people there such as ***** ***** and the manager of repairs however, the customer service was poor overall and we had many rude individuals that we worked with. Do not bother with a response because it is time wasted. I wanted the response weeks ago when this complaint was filed. This shows how much this dealership cares for their consumer in my opinion. Wish I knew then what I know now.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Type: Delivery Issues We ordered a 2021 Voyager 175CS boat in December 2020. American Marine said I may have the rig for spring fishing. No luck. Salesman **** from American Marine called me in early 2021 and said my boat, motor and trailer would be here in early July. No luck.In September, I spoke with *********************** at American Marine and he told me that the boat was going on the production line on 17 November. No luck. I spoke with ******* at American Marine on the phone for about 20 minutes on 8 December 2021. He said that my boat will not go on the production line until 4 January 2022. I was informed that if I wanted an update on this latest information, I must initiate the call. American Marine asked for a down payment on the boat back in December 2020. I made a down payment of $3,000.00 at that time. I keep getting the run around with the delivery time on my rig. I am not a happy fisherman. How can we work together to resolve this issue? I need your help!

  Business response

  12/14/2021

  ****** has had a boat on order for a long time as stated. A boat came in for ****** but it was unfortunately the wrong color.  It was communicated with Alumacraft and they moved up production for the correct color boat to be built. American Marine does not control the build schedule for Alumacraft but has and will continue to push them to build the boat as soon as possible and this all has been communicated with ******. American Marine will communicate with ****** when the boat arrives as promised to the customer. 

  Customer response

  12/19/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may 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 this resolution is satisfactory to me. 
  
  Regards,
  
  *************************

  I would like to know when the boat goes on the production line as well as the date that the boat comes in to the dealership.

   

  
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new in stock CF Moto uforce **** utv, numerous accessories and trailer on 8/7/2021. The accessories had to be ordered and took 3 weeks to arrive and I was okay with that delay. Once they arrived they were installed, but the wiring harness was damaged by the service department. The dealer said a new harness would be ordered. It is now 10/19/2021 - 11 weeks past the purchase date and I still do not have my unit. The dealer has all of my money and after numerous calls from me, they are not responding. I have never experienced such poor customer service. I want my utv correctly assembled and in my possession. I am already 2 months into my mortgage and have not even seen my utv yet. Please help.

  Customer response

  11/04/2021

  Complaint ID ********

  The business has not contacted me personally on this matter.  They did reach my wife on 10/22/21 while I was not present asking me to return their call to provide the website where I found the wiring harness could be purchased to get my utv running.  I called them back and I was sent straight to voicemail - they never answer the calls in person other than the receptionist routing the call.  I gave them the link - this part can be delivered in as little as 3 days.  I have not heard from them since.

  Business response

  03/22/2022

  To address the complaint from the customer, I contacted our service manager and he told me the following: 

  The unit that ********************** purchased had a part on order by us, ordered from CF-Moto. Once we received the part we would be able to complete his purchase. ********************** states that the part was in stock and he could have it within 3 days. We went online to the site that he provided info on. We selected the part that was needed to complete his machine. Once we tried to add the part to the "shopping cart" it showed that the part was back ordered. We promptly called the customer back. We informed him that he most likely did not go through the complete purchasing process to find out that the part was on backorder.. The customer was not happy about it and at that point the part remained on "back-order" until they could fulfil the order. The part came in on 11/19/21. We immediately installed it and delivered the machine to the customer. It took much longer than expected to get the part due to supplier issues that many faced in light of the covid situation. We are sorry for this inconvenience and never intended for it to go this way. 

  We are very sorry for the late reply in this complaint. We had thought this issue was resolved last year. If there is anything more that needs to be done, please let me know.

  Sincerely,

  *********************, Mgr.

   

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 1985 Thompson boat with money down February 2021. After a ton of run around from the dealer and cancellations on previous pick up dates from the dealer I was able to pick up the boat June of 2021. Fast forward to today I still do not have a title or registration stickers for this boat. Red flags went off when I got a check for the registration in July The dealer took care of registration of it. After speaking to the dnr the boat had to be inspected to prove identification. Upon inspection the vin is altered and not matching the paperwork of the boat I purchased! Lynn and **** say it’s not their problem and I’m stuck with it. The dnr is issuing a new vin but I don’t know what this boat is it’s not the boat on the paperwork that I believed I was purchasing. I have a inspection form from the day I picked it up stating lights worked, tires good etc. it makes sense it wouldn’t even start when I picked it up. Tail lights inop on trailer, crossmember unbolted, and tires cracked

  Business response

  08/19/2021

  On this BBB issue, # ********, customer ***** *****- We have been in contact with her numerous times to address her concerns. I have forwarded to you all the documents I could find pertaining to the situation. On her service issues, our ***** ******* ****** ******** asked her to get the boat to us and we'd take care of the mechanical concerns. On the registration and title concerns, it has been 100% correct the whole time. Not sure why she feels there is a problem with that. The purchase contract, original title, her reg copy, AND the boat, all match. The DNR had requested info from her because she told them that she has the wrong boat. ***** may have a hard time reading the hull ID number? (It's on an older boat, a 1985).  It's common that they are hard to read. She accepted the boat on the day of pick-up and made no mention that she had the wrong boat. The DNR asked that she provide a pencil trace of the hull ID # and enter the model year of her boat on their form and send it in. We have a copy of the letter that she was sent by the dnr and I have enclosed that for your review. They wanted her to send in that paperwork because the boat is in her possession. One thing that confuses me is that she was sent a new ID plate for the boat and I'm not sure why. Maybe it's a new hull id plate that is easy to read.....****** offered to install it on her boat when she brings it in for service. Please let me know if you still have questions on this issue as I feel we have everything resolved......

  Thank you,

  ***** *****.   

  Customer response

  09/13/2021

  To date the company has NOT contacted me or made any attempt to return calls or repair the boat to the standards I paid for. I have also been denied access to the other Thompson boat they had at the time so I could verify the hull number. I did swing the boat past the old owners house according to the hull Id they sold me on paper that doesn’t match the boat. I was told the boat they had was red this boat is black. I truly don’t believe I got the right boat

  Business response

  10/19/2021

  To date the customer has not brought the boat to us so we are unable to help her. While the boat is here, I would like to see for myself what the stamped VIN is on the boat. I still cannot understand where the dispute lies where she states she received the wrong boat. The VIN on the title matches the purchase contract. The VIN on the boat matches the title and our purchase contract. The picture of the boat in our used showroom shows the Registration number as ****** **. This is the SAME registration number on the original title from the person who traded it to us. It is also the same registration number on the Wisconsin DNR paperwork we sent in. How could it not be the boat she purchased when everything matches? Also, as stated by the DNR, they wanted a "paper trace" of the VIN. (HIN-"hull identification number") before they would re-issue a new number on it. This is because the DNR wants to see what the customer is speaking of. They want to see what is etched into the boat! Matter of fact, I'd love to see a picture of it as well. If she would ever bring the boat to us, this can be done. I am enclosing a pic of the boat back when it was in our showroom. It's a white boat with a wide bold BLACK stripe with the Reg # clearly visible on it as ********, the same boat that is on her DNR reg and title. I'm sorry that she still feels that she received the wrong boat. ( WHY DID SHE NOT MAKE AN ISSUE OF THIS AT THE TIME OF PICK-UP IF THIS WAS THE CASE??) There is nothing more we can do as I've tried to explain over and over that she received the boat that is on all her paperwork. It all matches. So, until I can see otherwise. We are done with this issue. As far as the mechanical concerns, we will look into helping her with whatever she said was a problem with it before. 

• Initial Complaint

  06/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We gave a $1000 credit card payment to American Marine & Motorsports Super Center for a boat that we were to pick up on June 10th. We were on our way to pick up the boat on June 10th when we got a phone call saying the motor was overheating. We emailed American Marine & Motorsports Super Center saying we want a refund since the boat was not working on June 10th. We still have not received the refund.

  Business response

  06/25/2021

  Since customer no longer wants the boat, we will refund the deposit. The contract is drafted up so that it protects the buyer and the seller. Many times when we enter into a purchase agreement with a customer, a different customer wants to buy that same product, many times for more money! Because of our contract obligation, we do not just cancel the contract from the previous purchaser and accept the higher offer because we are bound to the contract from the original purchaser. This in it's intent, is expected to go both ways; we expect the purchasing customer to complete their purchase with us.  We fixed a small problem with the motor that had occurred prior to pick-up. We informed the customer that we had a temporary delay because we wanted to replace a faulty part. We always want our boats to go out in the best possible working condition. This problem occurred after our prep was performed on the boat. Prior to each pick-up we run the products before the customer gets to our store. In this case, we didn't like the way the motor was pumping water for cooling, so we decided it best to postpone the pick-up and just replace the part that did not meet our standards. This I would hope, is something that the customer would appreciate. Since the customer no longer wants the boat, we will refund their deposit in full as we have another buyer for it. 

  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. ↩