Complaints

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• Initial Complaint

  Date:03/11/2024

  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 boat from Intrepid in 2016. Since delivery, the boat has had electrical problems, evidenced by overheating/melting wires, circuit breakers blowing, electrolysis problems with the engines, etc. Despite multiple returns to the manufacturer, the problems have persisted. Last week, the boat had an electrical fire causing extensive damage. ************ *************** was called to extinguish the fire and prevent explosions of the gasoline tanks. Intrepid has been unable or unwilling to take responsibility for their defective product, which luckily did not injure or kill anyone. I would like to return the boat and receive a refund of the purchase price

  Business Response

  Date: 03/18/2024

  March 18,2024
  
  Re:**** Intrepid IBW37909J516
  
  In early October 2015, Mr. ******************* ordered a 375 Walkaround from our company,Intrepid Powerboats. Our lead time was over a year at that time, but we were able to produce the boat and deliver it to him sooner with the stipulation that we would use it in our display at the ***** boat show in February of 2016. When we borrow a customers boat for a boat show, we give that customer something else of value to reward them for allowing us to display their boat in our booth at a boat show. Its usually an engine service but, since the engines were new,we made some changes to the boat that werent considered when the order was placed. 
  
  In May 2016, ************ sent a list of discrepancies that needed to be taken care of to our salesman. One of the items on this list was that he wanted his engines replaced because they were manufactured in May 2015. He felt that engines built in 2015 were unacceptable for a 2016 model year boat. Our procedure is to order engines for new boats as soon as a final shop order is filed.  Since this boat was built for a sooner delivery than usual, we placed the engine order with ****** in late 2015.****** Motors are manufactured in ***** so shipping and time for delivery logistics need to be considered. In the end we explained that the 2015 motors were proper for a boat manufactured at this time, but Im not sure that he was completely satisfied by this reply, as this began a painstaking review of the boat. We are used to customers like this though, so we completed the work lists we were sent[RJCJ1] [JB2] . To expedite matters, we returned the boat to our factory in Largo at our expense,even though our warranty policy is such that transportation costs are to be covered by the boat owner.
  
  The boat owner has a family member who put most of the hours on this boat. He has called us on numerous occasions for items to be adjusted or repaired, and we responded to his requests with visits to the boat in ***** from our technicians who are based at our *********** service shop. We fixed items that were noted in his requests[RJCJ3] [JB4] .  After the boat was used for a season another work list was created in June of 2017[RJCJ5] [JB6] .  Given the nature of the requests, we decided that returning the boat to our *****, ** factory would be best for all concerned.  We worked through their list again and had the owners family member visit the factory to review the repaired items[RJCJ7] [JB8] .  Some[RJCJ9] [JB10]  of the work items were maintenance issues but we completed his list and had our transporter return the boat to South *******, all on our warranty tab.    
  
  One item of note is that there were generator issues.  Our warranty is such that major equipment such as generators are covered by their manufacturer. The boat owner and his family had no luck getting the ********************** to repair or replace what they deemed as a faulty generator. We were told that, due to the time crunch that an upcoming trip created, ************ went ahead and purchased another generator and had it installed in *****. We dont know who installed it for them, nor do we have any records on what was done in that instance.
  
  We continued to get requests for warranty service until late 2018.  We visited the boat when requests were made throughout the term of their three years of warranty coverage.   In June of 2019 we brought the boat to our shop and completed work that was not warranty work.  Lights were replaced, pumps that failed were replaced, fiberglass repairs were done, we replaced the refrigerator, and generally went through the boat to check functionality of items that needed attention.  The invoice for this work was over $6,000.00 but we did the work as a no-charge courtesy to ************. 
  
  Recently ************ contacted our ********** ********************** about a fire that occurred on or about March 3, 2024. He contends that the fire was due to poor workmanship on our part. Our response to him was to let us know if he had anything for us to consider in response to our denial for warranty coverage.  We asked him to forward any materials or information he had that evidenced that the fire was caused by some defect related to the original vessel build or work that we had done.  To date we have not received anything from ************ other than this Complaint, which curiously contains no information on the cause of the loss.  We are always open to resolving issues with our customers. However, given the fact that we have historically provided a substantial amount of goodwill over the years in this matter and still do not have details on the actual cause of the alleged loss, leads us to suspect that ************ may be taking advantage of a situation to get a new vessel.
  
  Sincerely,

  *******************
  V.P.Customer Support
  ********************
  
  ********************************  
  
   

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21405606
  
  I am rejecting this response because:  See attachments
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/02/2024

  April 2, 2024
  
  After we received correspondence from ************** family in 2019, we addressed issues that were mentioned.  I have included a copy of our invoice # ***, it describes this work and documents that it was done as a courtesy to the customer.  Theres a note at the end of the invoice that Customer must bring boat back to Intrepid for one time repair.This will be the only non billable one time repair in the future.  The boat was never returned to us for this work so there was a sizeable gap in time since we last worked on the boat, without an issue or complaint. We have only been offered a couple of photos that do not detail any conclusion on cause and how Intrepid *** be responsible for same, other than speculation by the owner.  Is there a report that details the cause of loss?  To that end, we do not have a clear understanding on what alterations or modifications *** have been done to the boat that *** have caused or contributed to the loss.  We are happy to review same, but we will need a detailed history of all work done on the boat, outside of what Intrepid has done, including invoices and any documentation evidencing the work, in order to consider outside possible influences that *** have caused or contributed to the loss.  Without those details, we are only left with a timeline of warranty and goodwill work Intrepid did on the boat, followed by an extended use of the boat without incident, before this loss.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21405606
  
  I am rejecting this response because: Please see attached
  
  Sincerely,
  
  *******************