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Business Profile

Marine Equipment

SWS Boatworks

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Marine Equipment.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:15/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The ****** wrecked my outboard motor on my boat last summer they told me they replaced the motor with a brand new power head that cost them $18,000 from Mercury and told me ************* would be under warranty when I had a issue with the motor a couple weekends ago I called them yo look at my motor they told me they didn't want my business and go somewhere else I took it to another ****** close by they told me it was fuel pump and should be covered under warranty and cost me over $1200 to repair I would like SWS to pay for this repair or refund me since motor should be under warranty if they did what they say they did

    Business Response

    Date: 26/09/2023

    Although we appreciate ************* complaint the information given is not correct.

    *********** had purchased a used ****************************************************** spring of 2021.  *********** used the boat for the 2021 season.  In April of 2022 one of our technicians made a mistake causing a powerhead failure.  We did replace the complete dressed powerhead at a cost to our business, $21,000.  It was a complete brand new dressed powerhead from Mercury Marine.  The work was completed in June 2022.  The powerhead comes with a one year parts only warranty, no labour warranty.   *********** used the boat for the complete 2022 season and most of the 2023 season with no issues.  ************ did not call our office to complain about any issues with the engine until Aug 28, 2023.  The warranty period had already expired.  The repair job would not have been covered under warranty by us or any other marinas as the warranty period had expired.

    *********** came to us in 2021 but has never been happy with the level of service that we have ever provided regardless of the quality of work we perform.  *********** also seemed to always feel *********** discounts for any work that was completed on his boat.   

    Our management staff had met multiple times to discuss the relationship we had with *********** and how to handle it going forward.  Our management staff decided it would be best to end our working relationship with *********** but had not informed him of this before he called to ask us to repair his boat.

    We do strive to provide excellent customer service.  Unfortunately in this case we could not meet ************* expectations.

SWS Boatworks is NOT a BBB Accredited Business.

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