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:08/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used boat from the dealership. Final bill of sale is dated June 18th, 2024. I put a deposit on the boat in September 2023 before winter. We agreed on a 30 day warranty once the sale was finalized. Immediately after picking up the boat, I brought it back because it was leaking oil from the engine as well as damage to the hull and transom. I discovered visible repair work done to the transom. I returned the boat to the dealership to have the repairs made. They fixed the motor leak as well as some hull damage however, the transom was not repaired. It is not able to be used as it is too dangerous. The damage to the boat makes it unsafe. Purchase price was $40,000 and advertised as a very well maintained and taken care of boat. Priced accordingly. It is extremely unlikely that the dealership would not have known of the issues. When I asked about the cracks initially, their reply was that it is just "superficial." I have tried numerous times to contact the Manager but he will not return my call. The only point of contact I have is the salesman who sold the boat. They would like me to bring the boat back to them so that they can send it to a fiberglass repair shop for an opinion only. There are repair shops closer to me that would work better but the boat as also been sitting here all summer completely unusable. As I stated, the final bill of sale was June 18th, 2024. I had brought the boat in for the repairs in May 2024 before we even finalized the sale. I have all our conversations in email.

  

  Business Response

  Date: 12/08/2024

  The Boat Warehouse has been in business for over ********************************* ***********************************. Our policy has always been to offer a service for all products we represent.
  
   Mr.****** , had Purchased a used Boston Whaler and paid in full on September 9, 2023, excluding  taxes as he would pick the boat up in the Spring of 2024 and export to the **** As viewed in the contract supplied by Mr.****** there is no mention of any implied warranties mentioned or disclosed. This boat was sold as a 17-year-old boat (with no Warranties), as in the history of the company no warranties have been offered unless a manufacturer offered warranty was still time dated as valid.
  
   We did have Mr. ****** experience an engine issue with his boat in the spring of 2024. We asked that he bring the boat to our facility to be evaluated to diagnose the problem. After diagnoses, work was done to repair the problem, and called customer to arrange pickup. This work was performed at no cost to the customer as good will. At this point in time there were no other issues or concerns.
   A period afterward we then received a complaint regarding a transom issue. As stated, this purchase was a used boat and at no time was work performed or needed to repair on the transom.
   
   Mr.****** was asked to bring the boat in for evaluation and we would also bring in a specialist for fiberglass to evaluate this issue. At this time and date, the customer has not brought the boat back to evaluate the issue. All boats sold and as stated on the sales contract are to be brought back for service or warranty . Once again, we need to reiterate the boat was sold as a used product with no warranties in place.

  Customer Answer

  Date: 19/08/2024

   
  Complaint: 22092907
  
  I am rejecting this response because no resolution was proposed. 

   Prior to purchasing the boat, it was agreed upon that it would have a ************************************* the spring. That was the only way I would have considered buying a 17 year old boat. At the time, I had zero intentions or thoughts that I would need to use the warranty, I just thought of it as another level of trust from the dealership that it was a solid boat. 

  The Boat Warehouse is correct in that there was no warranty/good will warranty written in the contract as it was word of mouth to myself, my wife as well as my brother. The warranty was also used in the spring to fix engine issues as well as address hull damage. Nothing was specified as to what was covered but at the same time nothing was written as to what was not covered. I've attached an email with the dealership back tracking saying it was only on the engine. So we have gone from 30 days, to engine only, to no warranty. 

  Regardless of all this, the bottom line is I thought I purchased a decent boat from a decent dealership that I was going to be able to use with my family and enjoy it this summer. 4 days after I picked it up and before I had a chance to use it, it needed to go in for repairs (see attached email asking to fix both the engine as well as the transom issue, May 18). I also included a new photo that was taken May 18th showing the crack along with areas that had over spray and masking tape. Indicates that a previous repair was made regardless of what the Boat Warehouse is saying about no work being done. Either they did not know about it and over valued their trade in or they did know and are covering it up. 

  I became frustrated when I brought the issue up to them and I received no response back. I am still open for a phone call from the manager, it has been almost a month. ************. I have no problem bringing the boat to a fiberglass repair shop but I first want to know how it will be handled from that point. Is the condition of the boat sold properly reflected in the sale? I've also attached a photo of another boat currently for sale at a dealership of over 50 years experience indicating how they market boats with known issues. 

  Please advise of a reasonable solution.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/09/2024

  In response to the 2nd admission to the BBB, we will reiterate that it is our policy to not provide warranty coverage on used boats unless there is coverage offered by the manufacturer of said product. In The Boat Warehouse history for over 33 years with multiple locations, warranties on used boats have not been a policy. The boat was looked at and always available to the customer for viewing and sold as presented in its then condition.

  
   As also stated, we will have a fiberglass specialist assess the issue once the boat is delivered to our location.  Regarding any previous work or repairs to the transom of the boat have not been done or attempted by our company. We do not mislead our customers and hold high ****** reviews from our present and past customers.

  
  We remain available to have the boat brought to our facility and assess the issue and find a resolution.

  
  You can call our service department to set up an appointment.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22092907
  
   It was within reasonable expectations that a boat sold at market value, from a reputable dealership, was going to be able to function safely as a boat. The Boat Warehouse has stated that I purchased a 17 year old boat. When the boat was brought in for a warranty repair, they stated that the cracks and transom damage was superficial and nothing to worry about. 

   I would be satisfied to have the boat assessed by a professional fiberglass company. The Boat Warehouse would be responsible for assuring the boat is in the condition it was advertised and sold as. A well maintained, **************************************************** the gel coat. If it is not within the reasonable condition of a 17 year old Whaler, the appropriate repairs would be made to rectify the issues. With your confirmation, I can have the boat delivered directly to the Fiberglass repair shop on September 20th. 
  
  Sincerely,
  
  **** ******