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:11/20/2024

  Type:Product 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.

  Subject: Warranty Claim Mishandling and ************** Flaw - Newport Vessels ************** Warranty claim #********** Complaint:I purchased a Newport Vessels trolling motor (NV Series, 62lb Thrust) through ******, and from day one, the motor's second and fourth speed settings failed to function as advertised. After confirming the issue was likely due to a faulty switch, I submitted a warranty claim to Newport Vessels. Despite my clear documentation and video evidence demonstrating a possible design flaw in the switch, Newport's support team repeatedly suggested a motor replacement rather than addressing the root problem with the switch design.Additionally, Newport cited my use of a lithium battery (which they also sell for their motors) as a potential cause of the issue, yet they did not clarify this incompatibility at the time of purchase. Their response was dismissive, sidestepping the products failure to deliver distinct speeds as promised. After several rounds of communication, Newport insisted on the same ineffective solution while neglecting to address the core issue I raised.This approach to customer service has been disappointing, and I feel misled by Newport Vessels' claims about product functionality. I am filing this complaint to make other consumers aware of my experience and to encourage Newport to address warranty claims with more transparency and thoroughness.Resolution Sought: I request that Newport Vessels either provide a version of the motor with a fully functioning switch, issue a refund or partial compensation, or offer a meaningful solution that acknowledges the motor's documented design flaw.

  Business Response

  Date: 11/19/2024

  Hello,
  
  I'm ********* from **********. I'm writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I've provided the BBB with a copy of this message.
  
  I have reviewed the complaint you have shared with us in detail, and have tried identifying the issue from the information you provided. Based on the complaint, we see you have an issue in claiming the warranty from Newport Vessels.
  
  We see the complaint has been routed to ****** for resolution, we request you to contact BBB and request them to route the complaint to Newport Vessels, so that they can review the complaint and help you further. 
  
  Please feel free to contact us directly by replying to ********************************* if we can be of further assistance.
  
  Thank you for your patience and understanding in this regard.

  Regards,

  *********

  Business Response

  Date: 12/11/2024

  The customers review of and submitted video of the issue was incorrect. He submitted that the switch was faulty and as proof he linked a 1 to 1 connection with each speed. The switch flows in a sequence of connections of 1 to 1 for speed 1, 1 to 1+2 for speed 2, 1 to 1+2+3 for speed 3 and so on. Our warranty covers a replacement of a part or a motor for two years, and we were upholding the warranty, despite the inability to help the customer understand the issue. Our warranty rate for these motors is very low, and we stand behind them. There is no such defect. As for the issue, the customer used a lithium power source for the trolling motor. On our website, the trolling motors all have a listed input voltage and external battery set and documented as 12V DC or 24V DC in different locations on each product page (see included photos from website). Though we sell Lithium batteries, we also sell lithium compatible components and motors. The webpage for the customers specific motor, and the customers owners manual states to use a 12V Deep Cycle battery, and specifically warns against lithium batteries in the owners manual on page 8 under motor operation.  (owners manual attached). We always hope to come to a happy resolution for our customers. Not only has the customer filed the complaint with the ********************, he has posted this inaccurate and misleading information on several sites including product reviews on major websites. Thank you!

  Pictures, website and manual submitted directly to BBB for review via email.

  Customer Answer

  Date: 12/12/2024

  I am rejecting this response because:

  The following explanation is incorrect:
  "He submitted that the switch was faulty and as proof, he linked a 1-to-1 connection with each speed. The switch flows in a sequence of connections of 1-to-1 for speed 1, 1-to-1+2 for speed 2, 1-to-1+2+3 for speed 3, and so on."
  

  This statement indicates that it was written by a non-technical person who has no understanding of how their motor works, or they are attempting to mislead a non-technical person.

  Specifically, it states that my testing approach was wrong, calling it a "1-to-1 connection with each speed." However, I tested multiple connections for each speed setting. Either they didnt watch my video, or they are deliberately lying to discredit me. I have a masters degree in aeronautical engineering, and, mind you, I know how electricity works. The motor in question has three hot wires (+) and one ground wire (-). Each hot wire has a specific resistance to allow a specific amperage (power). Since all the hot wires connect back to the ground wire, it is possible to send power to a specific hot wire or combinations of them, effectively changing the resistance/amperage, i.e., the total power flowing through the motor. With only three hot wires, it is possible to combine them to achieve five distinct power outputs, and that is exactly what I demonstrated in my video, including the resulting resistances and amperage.
  

  In the video, I showed both what the switch currently has (speeds 1, 3, and 5, matching my expectations) and what it is supposed to have (with speeds 2 and 4 connected to completely incorrect wires).
  

  Then they go on to explain that the connections are sequential, which is, again, incorrect because my test proves they are not. It is also interesting that they cut off their explanation at the third speed because there are only three connections that provide power (+ polarity) to the motor. What about 1+2+3+4 for speed 4 and 1+2+3+4+5 for speed 5? Thats impossible because the switch has only three connections for the PLUS polarity going to the motor.
  

  Lastly, they use the owners manual to claim that my use of a LiFePO4 battery was incorrect. The manual recommends a deep-cycle battery (key word: recommends). Page 8 only states an incompatibility of lithium batteries with the capacity indicator (which I am aware of) but not with the motor itself. The battery capacity indicator has nothing to do with power distribution to the motor. As I mentioned, I am aware of this incompatibility and have never used the indicator to judge the remaining power. I always charged my battery before each use and never ran the motor for longer than one hour in a single day, ensuring there was always sufficient power. On a regular day, I wouldnt use more than 2030% of the battery capacity.
  

  Returning to the manual, it recommends a deep-cycle battery but does not explicitly state that it must be lead-based. My LiFePO4 battery is also a deep-cycle battery, and it is common practice to replace lead-based batteries with LiFePO4 batteries in this and similar applications.
  

  Thus, apart from the incompatibility with the charge indicator, there is no evidence that the use of a LiFePO4 battery is incorrect. Again, the manual recommends but does not explicitly prohibit the use of LiFePO4 batteries for motor operation. It only states that the capacity indicator will be inaccurate.
  

  In conclusion, my original claim was not addressed. I did not receive a technically valid explanation of the switch operation that would disprove my findings. I stand by my claim that the company is deliberately misleading customers by stating it has a five-speed switch, while in practice, it only provides three forward speeds. The company consistently provides invalid explanations to distract from the issue and does not demonstrate how replacing the motor would resolve the issue with the switch.
  

  Path to Resolution:
  To resolve this issue, I request the following actions:

  
  1. Technical Validation:
  Provide a detailed technical explanation of how the switch is intended to operate, including how it achieves five distinct speed settings. This explanation should include diagrams or schematics demonstrating the electrical connections for each speed setting as well as video of performed test.

  2. Product Inspection and Replacement:
  Confirm whether the switch installed in my motor is functioning as designed. If it is faulty, replace the switch with one that operates as per the stated specifications and provides five distinct forward speeds.

  3. Battery Compatibility Statement:
  Offer a clear, written statement on the compatibility of LiFePO4 batteries with the motor. If the motor is incompatible with LiFePO4 batteries, provide technical evidence and an explanation of how this impacts motor performance, beyond the charge indicator.

  4. ***************** Measures:
  Commit to reviewing and updating customer communication and manuals to accurately reflect the motor's specifications and battery compatibility to prevent further misunderstandings.

  5. Independent Testing (if applicable):
  If there is still a dispute about my findings, arrange for an independent technical expert to inspect and test the motor and switch to confirm the validity of my claim.

  6. Compensation for Misrepresentation:
  If it is determined that the motor and switch do not meet the advertised specifications, I request compensation for the inconvenience caused and/or a refund or upgrade to a correctly functioning unit.

  
  

  Business Response

  Date: 12/13/2024

  Thank you for the information.  The information previously provided was written for the consumer view of non technical background, and was written in conjuction with our product dev team and engineers after we all reviewed the customers video.  Our stance stands that the customers perspective is not correct and there are no "known issues" that the customer has discovered as it would be an issue across the full line of trolling motors since the speed switch is the same in all motors, all of which have a very low rate of warranty claims and returns.

  We have offered the customer a warranty claim, as once the motor has been opened, used or modified, the warranty is then invoked and a refund is only offered the first 30 days after purchase.

  With that said, I would be willing to refund the customer the price of the motor, and send the customer a shipping label to return the motor to our warehouse, contingent upon the customer taking down the inaccurate videos the customer has posted on several sites.

  Thank you!

• Initial Complaint

  Date:06/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 have two unresolved issues with this company, and they are refusing to answer me on any channel I try.1.In May 2024 I bought a trolling motor (Amazon order number # ***-8074116-9236263).When tested, it had a bad rattle in reverse. I contacted Newport **************** and sent a video of the problem. Support person dismissed me by saying I shouldnt worry about it and that I should try it in water.A month later I tried it in water and the rattle was very loud and email customer service again. After a week, I never got a response. I contacted them again and initiated a warranty claim (request ******). After completing the warranty claim, it has been a week and never got a response to my claim or to my attempts to follow-up.I tried calling several times and there was no answer.I tried connecting to live chat support and I either got no response over 2 hrs of being next in queue, or the chat simply disconnected me and restarted at position 5 or 6. Once I reached next in queue again, I stayed there for over an hour without being connected to a live agent. I suspect this is intentional.2, On June 6 2024 I ordered parts for another motor from Newport. I paid $35 for 2nd business day air shipping. First business day was Friday June 7. Second business day was Monday June 10, when I should have received the package. The package arrived on the third business day, Tuesday June 11. On Monday June 10 I managed to connect to a live chat agent (*******************), who said that the package needs to be delivered first, and if the 2 business day shipping wasnt fulfilled, I would receive a refund for the shipping cost. I returned the next day to chat to ask for my refund and I was never able to contact Newport again since that moment.I also sent another ticket for the refund of the shipping cost and never got an answer.In *********** *** is refusing to respond to the two requests - a defective trolling motor and a high shipping cost for a product that wasnt shipped on time