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:08/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 new boat (2024 RI230) in April and have had nothing but issues with it. It throws multiple check engine codes and has two dashboard screens that operate irregularly. When the screens fail, all operation of the boat is lost except for throttle and steering. This is extremely unsafe and dangerous to the occupants. Both screens have been replaced 3 times and my boat has been in the shop for almost 6 weeks in the 4 months I've owned it. It has cost me hundreds of dollars in wasted time and fuel limping the boat back to the boat ramp and towing between the dealership and home. A new item with a MSRP of $269k should not have repeated issues such as these. nor was a loaner boat was offered or reimbursement for fuel, wrecked weekends or 6 weeks that the boat has been in the shop. This boat does not operate as engineered.

  Business Response

  Date: 09/06/2024

  I have spoken via phone, text and emails for about a month now. I spoke with his selling dealer Lifestyle Wake and have sent them parts overnight to get the customer taken care of faster. He has bashed me personally on the ******** Centurion owners sight, to the point I had dealers call me about it and also defend me to him. *********************************, President of Centurion and Supreme Boats and I spoke with **** on Wednesday Sept 4th. We discussed some options and we decided Centurion Boats would buy his boat back for his purchase price, even though the boat has 72 hours on it from the time he purchased it in April. His check went out Thursday Sept 6th. He is now possibly looking at a 2025 Centurion to purchase. I believe we have went above and beyond in helping the dealer and helping the customer in this situation.

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 was sold a boat with a faulty trailer. Nobody wants to take responsibility. The manufacturer has stopped responding after the dealer sent me in their direction to have this problem fixed. The trailer is made by a third party, but the manufacturer qualifies that trailer to carry their product.

  Business Response

  Date: 08/05/2024

  Hello,

  I have sent ****************** requesting additional information about his trailer and the issues he is having with it. I have also called and left him a voice mail at *************. I am waiting to hear back so we can determine what needs to be done to help him with his trailer issue. We get the trailers from 2 different vendors and we would need to get them involved in this situation.

• Initial Complaint

  Date:02/29/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 owned a boat which bought from the agent of this company. Currently I need to request a seaworthiness certificate in ***** so I asked this company to provide some information (declaration of conformity, Stability calculation certificate, CE noise emission certificate and exhaust emission certificate) I need. These are basic requirements that must be met when boats are introduced to the market for sale.I have dropped email to their customer service (********************************************************************** 3 times since 21 Feb 24, but nil reply. I called the hotline *************) on 22 Feb 2024, the caller told me, they didn't have such information. And when I asked for alternative contact to obtain these information, he said nothing and drop my phone.Now what I need is those information. May I seek your help?

  Business Response

  Date: 03/12/2024

  Hi ******,

  Can I please get your hull id of you boat you are needing these certificates for?

  Once I have this info I can get these going for you. 

  Our apologies for the delay on this. 

   

  Thank you,

  *********************;| Customer Service Manager

  Customer Answer

  Date: 03/14/2024

   I am rejecting this response because:
  
  The team hasn't come back to me for the information I needed. He even didn't reply my followups.

  Business Response

  Date: 03/20/2024

  
  *********************
  Tue, Mar 19, 11:24 AM (22 hours ago)
  to me, ************************
  
  Hello ****** and ******,
  
  Sorry for the delay but after doing more digging, here is what we have found out.  Our CE contact explains below. 
  
  CE certificates needed ,falls on the customer that bought the boat not the manufacture.  The boat in question, US-FINX9180I314 is a 11 year old boat.  Also, this boat has no registration on file with Centurion Boats. I hope this helps.  Contact for resolution is also below. Thank you.
  
   
  
  From CE contact:
  
  Hi ********************* is not your responsibility if someone buys a used boat and needs CE.  The process they need to follow is called Post Construction Assessment (***).
  
   
  
  There is an inspector in ********* that can help with the *** process.
  
   
  
  Also, The *** essentially makes the buyer of the used boat the boat builder.  
  
   
  
  Here is the contact in ***** that the customer would need to get ahold of to complete what he needs.
  
   
  
  *******************
  
  Contact Info
  Flat E, *********************************************
  999077 ***************** ******************
  
  Phone: **************
  Mobile: **************
  
  
  ****************************

• Initial Complaint

  Date:05/05/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We are leaving a complain on Centurions BBB because Supreme does not have a page. Also we would like to let you know we have also done so with ******** ******** due to this complaint being for both companies.
  
  We purchased our boat in May of 2022. Nine months short of or promised delivery date. We understood due to covid and the shortage of workers. When inspecting the boat we for cosmetic issues with the boat. The Salesman, **, and team at Motorplex told us this will all be under warranty they would submit them now so they are ready and that during our winter service we will have it all taken care of. They will pick up our boat and do all the service work and bring it back to us without disturbing our time with summer since it was so late of a delivery. Also during our first service we reminded them of the warranty's and some more that we saw. Fast forward to October of 2023. We called Service at Motorplex and ****** told us that they are short staffed and they will not be able to pick it up right away. We did not hear back. We had to call again after a few weeks then they said to email the warranty claims that they need to summit to the companies to get it up and rolling so there is not an issue with waiting because warranty's take a bit to approve. We thought that was strange as most of the claims should have been put in back when we purchased the boat. We sent them pictures and a bulleted list of what needs to be repaired/replaced on November 5th 2022. The boat was picked up November 2022. We did not hear anything until January 12th 2023 From ****** ****** saying they just began doing warranty claims. This is were we started to get worried. February 9th, 2023 Another email I sent for an update, ****** response is going slowly, but addressed some things. Got another email from ****** in February saying they will not warranty our wench. we said ok we will just buy another one at another time because that wench anyway doesn't have the right weight capacity for our boat. March 8th 2023 We email for an update asking for a timeframe at this point, ****** emails back that they are only waiting for the skins for our cushions they showed up for the second time wrong. Then it will be ready for pick up. We are supposed to have it delivered back to remind everyone. March 16, 2023 ****** emails again the skins comes back again wrong. They will reach out when they know what more. March 24th 2023 We emailed ****** Asking for an update. March 28th 2023 ****** emails back no ETA on anything, and that we are more then welcome to come pick up our boat as is if we would like. April 7th ****** emailed again saying it happened a 4th time the skins were wrong. At this point we talked to the salesman, PJ, on April 7th 2023 and he forwarded the information to the service manager, ***** *******. on April 11th we finally received an email from him stating all the things they have completed. They are only waiting on one cushion and they will have centurion fix it. So they will have supreme, in ******, send the vinyl to Centurion, in California. We reply instantly with we were told its the same vinyl during building our boat also only 3 of the multiple things on the list that we sent originally have been done. Over that time to now has been constant emails back and forth between the staff of Motorplex and **** ** *****, Customer Support Director of centurion supreme. Constant issues on why they could not get the right part or they had another customer that had an appointment. Take it they have had our boat for 164 days. Constant excuses and apologies but no solutions to help the situation. We asked for a loaner boat that was denied. We have asked for them to buy it back. There response is they don't buy boats but they will sell it for us. We know in our right mind that this boat is not worth the amount of money that it should be the way it sits. At this point we have missed out on vacations with family and friends. We have future things planned that we will have to cancel because it revolves around having our boat and that will make us loose money also. Also they have had the boat in there shop longer then we have had it in our ownership. We feel like we are stuck. ***** the service manager says they will install our Gator step next winter. So not only we will have to go back to this dealership but we can't even trade in the boat because it is not even fully fixed. They will tell us they will contact us one day but its crickets. We are always the ones having to reach out to them with the responses of apology's and more time we have to wait, no ETA on when our boat will be delivered back to us. This boat is our passion. The one thing we have always wanted and have dreamed of having and now we have this going on. We have lost all trust in the dealership and manufacturer. Supreme Centurions response to most of this is that they are working with the factories so this does not happen to future boats. What about our boat. What about your current customers? It is the factory that keeps sending the wrong parts to the dealership.

  Business Response

  Date: 05/12/2023

  Hello,

  We received the complaint letter in the mail today May 12th, the complaint was submitted May 5th. We apologize, there is no way we could have responded in the 5 days requested.

  I will get with our board on Monday as they are gone for the day now and send in a response Monday May 15th.

  Business Response

  Date: 05/16/2023

  BBB
  
  ID ********
  
   
  
  Dear BBB:
  
   
  
      This is in response to the complaint filed by the ************* about their 2022 Supreme ZS232.  Here is the website for Supreme Towboats https://***.***************.com/. When ******** ******** received the ************* new boat from Supreme they did the pre delivery inspection and they did find that the boat had some cosmetic issues that needed to be addressed. ******** ******** informed the ************* that the boat had some issues and asked if they wanted to get the repairs done now or wait until the end of the boating season to have them repaired. The ************* decided to use their boat for the season and get the repairs done at the end of their season, which is usually October. ******** agreed to pick up the boat from the ************* at the end of the season and deliver it back them once the repairs are completed.
  
        The ************* let ******** know in October that they were done for the season, ******** let them know they wouldn’t be able to pick up the boat until December. ******** picked up the boat to do the repairs. The first claim we received from ******** was Jan. 18, 2023, requesting Supreme decals. Then there was another claim requested the same date for a couple seat skins that were damaged. The next claim was submitted Jan. 26,2023 for a trim tab that was damaged.
  
        The next claim was filed on April 24, 2023. This claim listed all of the issues that the ************* found while they were using the boat. This includes, one of the cushion stitching was wrong, the floor cover in the middle of the boat was not installed evenly, there was a rusty screw in the throttle control area, the wind dam was damaged, there was a squeaking noise from the windshield, the tower insert panel was cracked, speaker vents were installed incorrectly, there were imperfections in the gelcoat finish on the hull and swim step, stereo sound issues, and the non-skid was not aligned in several areas, the port side cockpit speaker/cupholder panel was cracked.
  
      We had ordered the parts from our Supreme plant in ******* and we are in **********. The seat covers were made and shipped to ******** and the color was off on one of the skins so we had to re-order it. When the second one came in the stitching was wrong. We ordered another on and made sure it was perfect before it left. When ******** received the last on it was good.
  
         I received a call from our sales representative ***** ******** on April 20, 2023, about a customer that was upset with one of our dealers. I called the customer *** *********** on April 20, 2023. I talked to him for about 30-40 minutes about his concerns. I then sent an email to ****** ******, owner of ******** ******** and ***** ****** Manager of ******** ******** expressing the concerns he had with the dealership. ***** concerns included no communication from ******** from when ******** picked up the boat in December until April when *** called to check on the boat. According to *** there wasn’t anything done on the boat until he called in April, that is when he said they started working on it.
  
          I called ***** ******* on April 21, 2023 to find out what the progress was on the ************* boat. I was told they were working on it but still had a lot to do. I asked what could I do to expedite the process? He said he was still waiting on a couple parts, so I checked to see what he was waiting on and had the parts expedited. One of the parts the speaker/cup holder panel he received was wrong, we ordered another one and it was boxed wrong, so we had to send another one which I had overnighted to ********. It was received and ok. During this time with the wrong parts delay, I did contact the ************* and apologized for the delay to getting the wrong parts in. I did try to stay in communication with the ************* throughout the entire time that I was involved with the situation.
  
           On April 24, 2023 ****** ****** responded to the *************
  
  On Mon, Apr 24, 2023 at 10:12 AM ****** ****** <******.******@motoplex.net> wrote:
  
  ******,
  
   
  
  I will look into the progress of your boat when I get in tomorrow morning.
  
   
  
  We do not buy boats back but if you are wanting to sell the boat we can chat about helping with that process. 
  
   
  
  ****** ******
  
  Owner
  
  ******** ********
  
  This was the last response the ************* received from ****** ******, there was no follow up from that point from ******. I continued to stay in contact with ***** from ******** and *** *********** every week until the boat was delivered last Friday May 12, 2023.
  
       As of now what *** *********** and Centurion/Supreme Boats have discussed is them going to a different dealer, which is 4 hrs away from them to do their warranty work. We have also discussed having Northwest Boats Sports take their 2022 ZS232 in on trade and having them order a 2023 Centurion Fi23 at a discounted price. We are in the process of having discussions with both of the dealers involved, ******** ******** and Northwest Boat Sports as there are territory issues that need to be discussed. The ************* are very adamant that they do not want to deal with ******** ******** anymore.
  
   
  
   
  
  Thank You