Complaints

This profile includes complaints for MarineMax, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MarineMax, Inc.

  501 Brooker Creek Blvd Oldsmar, FL 34677-2966

• 

  MarineMax, Inc.

  1490 N Stemmons Fwy Lewisville, TX 75067-2505

• 

  MarineMax, Inc.

  64 Washington Ct Bay Pointe Marina Quincy, MA 02169-7363

• 

  MarineMax - Pensacola

  3605 Thomas Dr Panama City Beach, FL 32408-7365

• 

  MarineMax, Inc.

  606 W West St Southport, NC 28461-3850

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:03/11/2024

  Type:Service or Repair 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.

  We have sent this email to ************, the general manager of Marine Max Ft. Myers, ** on March 1, 2024 and have not had a reply or repair. We feel this is a time delay tactic to have the boat's warranty to expire leaving us with no recourse. This is our second boat purchased in 4 years from your facility and expected prompter service. We have been vigorously trying throughout these past 8 months to have our 2022 SeaRay 310 SLX, which we purchased from Ft. Myers (June 2023), warranty work completed. Your experience and knowledge in the boating industry will hopefully assist in a quick solution to this problem.We have worked with numerous service advisors/employees throughout these last 8 months and have had difficulty getting our warranty work accomplished. The speakers were replaced (2/12/24) by the electrical company from Venice who works on Fusion electronics. There have been many emails, phone calls and personal visits to *****************. The latest attempt was a personal visit 2/9/24), then an email (2/15/24) with no response, and then another personal visit (2/20/24) by *****. ***** was told by *****************, someone would be out the next week by Friday, March 1, which did not happen. We dont doubt your service department is busy. We dont doubt emergencies happen and change the schedule. We feel we have been very patient with this process and many solutions have been suggested by *****, but it seems our boat has fallen through the cracks and service has not been able to be completed after all these months. We are requesting a resolution to this huge delay and inconvenience. We would like a reply and a secured service appointment to ensure this work gets completed immediately. MarineMax goes above and beyond other boat dealers to create the best ownership experience from start to finish. We hope this quote from the MarineMax website will be holding true for us in the very near future. Thank you.

  Business Response

  Date: 03/20/2024

  Thank you for the opportunity to respond to Mr. and Mrs. *************** concerns.  ************ reported that he and his team are working well with Mr. and ******************************* to address and finalize each concern.  MarineMax values their loyalty and appreciates their patience.

  Thank you.

• Initial Complaint

  Date:02/05/2024

  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.

  In December 2023, I was negotiating the purchase of a used boat from Marine Max in ********** on I-35. The sales rep at this dealership was ***********************. After the 2nd sea trial, I asked ***** if he would reglue the sea dek on the swim platform which was about to fall off. I also asked him if he could tighten the fasteners on the ****** bracket. He said he would. I have a message from ***** saying he would handle the sea dek. When I arrived at the dealership the day of pickup, the ****** bracket had not been secured nor had the sea dek been reglued. ***** was on vacation but the attending employees said ***** had glued it. While I was in route to pick the boat up, I asked the service advisor (*****************) to see if he could put some grease in the trailer bearings since I had a little trip to take the boat back home.. He said he attempted to take the bearing cap off but was afraid he would break the hub. This is a service adviser that has been with Marine Max 3 yrs telling me this. A reputable dealership would have offered to put some grease in a few bearings but I was quickly learning what kind of company I was confronted with. After all, I was buying a boat and the owner of that boat was paying this dealer $5,000. to sell it (per ***********************). So I will overlook the ****** bracket and bearing issues since they were easily resolved. The sea dek took me hours to clean/reglue and required parts as well. I have included pics of the products used and the cleaning required prior to regluing the material. The non skid deck under the sea dek had never been cleaned and any attempt to glue it prior to using acetone and soap would have failed (and it did fail). My time to reattach the sea dek plus the cost of the materials to do it, will be $250. I am not sorry I bought this boat but I am very disappointed in the dealer I bought it from. I have bought more than 20 vessels and this is by far the worst experience I have ever had.

  Business Response

  Date: 02/20/2024

  Thank you for your patience while we researched ********************** complaint.  We learned that ****************** purchased his boat through a brokerage transaction.  That means that ****************** did not purchase his boat from MarineMax but instead he bought the boat from a private seller. ********************** statement about buying the boat from MarineMax is incorrect.  For clarity, MarineMax is the escrow agent in these types of transactions.  MarineMax advertised the boat for the seller and handles paperwork for transfer of ownership.  MarineMax is paid a commission for its efforts and the seller is paid the agreed upon selling price.  

  Accordingly, in a brokerage transaction,  the private parties bargain with each other for various things which include the selling price of the boat.  For instance, if ****************** wanted the sea deck repaired, he would ask the seller to pay for that repair.  The seller can either accept or deny any such requests as the parties work toward finalizing the deal.  We understand that the seller agreed to accept approximately $10,000 less than the asking price and based upon that lower price, the seller did not have an appetite for additional costs.  MarineMax is not responsible to make repairs in this type of deal but nonetheless, we understand our salesperson made good faith efforts to accommodate ********************** requests. For additional information, the obligations of the private parties is memorialized in the Brokerage Purchase and Sale Agreement.  

  MarineMax is aware and understanding of ********************** position and as a gesture of goodwill is willing to reimburse ****************** $250 in exchange for a full release. Please advise if ****************** is interested in that resolution and MarineMax will prepare the release and mail it to his home address for execution.  Once received back by MarineMax, a check for $250 will be mailed to ********************** home address. 

  Please advise.

  Thank you.

  Customer Answer

  Date: 02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/29/2023

  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.

  refused to repair work, i hired Admiral ********************** to diagnose the work product failure my Marine Max work repaired and paid for out of pocket, See attachments requesting they reimburse the repair charges for failing to properly install sunshade and failing to honor the work product.They wanted to guarantee another ***** Hours at $200 per/man hour. See repair invoice was for factory reimbursement maximum repair limit and travel expenses to repair the Marine Max Failure to preform the task.

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity to address this issue.  MarineMax prides itself on customer satisfaction.  We are discussing the matter with the team at the store but the materials provided by the customer do not clearly state his desired outcome. MarineMax would appreciate further clarification so that additional discussions can take place. Thank you and we look forward to an amicable resolution in this matter.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20927504
  
  I am rejecting this response because:

  See attached text to *********************;

  asking to be reimbursed for the ************* invoice (attached) for the failure to honor the errors of installation and ridiculous attempts to charge for their failure to perform the task they claimed to be able to perform.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/14/2023

  MarineMax is amenable to ************************ request to be reimbursed for the costs he paid to Admiral ***** Works, LLC.  We will process the reimbursement immediately but with the holidays, the turn around time may be slightly delayed.  Please allow between 10 to 14 business days for receipt of the check.

  Thank you.

  Customer Answer

  Date: 12/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair 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 bought my brand new boat and its been a nightmare, I bought the boat and since new it's been a problem, water gets under it, they took it to fix it and they returned it to me without solving it. They damaged the formica of the fridge,, ( Venere) they broke the leather panel, the anchor door doesn't work properly, and it still doesn't work, I bought the boat a month ago, and I've lived a nightmare, the worst service in history and I have a new boat full of problems, they damaged a part of the floor and they tell me that it is in back order, the worst thing that has happened to me was making the decision to buy in this Marine.

  Business Response

  Date: 06/07/2023

  We appreciate the opportunity to respond.  We have spoken to our team in *****.  We understand these issues are manufacturer and warranty related. Further, we understand that Sea *** is sending a team next week to further evaluate the water issue.  MarineMax and Sea *** have been working together to amicably resolve all the customer complaints and have attempted to include the customer in a joint phone call so everyone could be informed of next steps.  However, scheduling that call has been challenging.  At this time, our team in *****, is still trying to set up that call but wants the customer to be well aware that all parties involved are working diligently towards resolution and fully believe all issues will be resolved quickly.  

• Initial Complaint

  Date:05/02/2023

  Type:Sales and Advertising 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.

  We took our 2015 pontoon in to have annual service ($1200) at MarineMax Georgia.The boat was working, however we bought the boat used and have had it for 2 years.During service MarineMax was unscrewing bolts and the bolt(s) severed and dropped into the lower unit.MarineMax is asking us to pay the full amount ($4200) to rebuild the lower unit where these bolts dropped as they cannot extract them.They asked that we file to see if our insurance will cover, they denied due to damage done during servicing of the boat.I asked for MarineMax's general liability and they will not provide it.MarineMax is not willing to accept any responsibility.I have contacted them by phone and email, they have had our boat for almost 2 months for service work they said would take 5-7 days.I do not feel that the full cost of repair work (that they caused) should be all of our responsibility.

  Business Response

  Date: 05/17/2023

  Thank you for the opportunity to respond.  The store reports that the boat has been repaired, customer picked up and we reached an amicable compromise for the cost of repairs. 

  We are pleased that we were successful in resolving this matter.

   

  
  

• Initial Complaint

  Date:02/27/2023

  Type:Billing 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.

  On 2/21/2023 MarineMax charged me $991.00 for an inspection on a used boat they were brokering. The inspection came back with $**** worth of repairs that the boat needed. I stated that I was not going to pay for repairs and asked that the seller make the repairs for the deal to continue. On 2/23, ********************* left a message stating the owner of the boat talked to the inspector, and that the boat really didnt need the stated repairs that they sent on our report. I am not really sure what I paid for, they were willing to have me pay **** dollars of repairs, but stated the report had discrepancies when I wanted to end the deal. Pretty sure I am the sucker in this deal and 990 bucks poorer.

  Business Response

  Date: 03/01/2023

  
  In response to Mr. ********* (the Buyer) complaint, we reached out to our team at the store and learned the following:  ******************** entered into a Brokerage Purchase and Sale Agreement (the Agreement) on or about 2/18/2023 for the purchase of a 2009 Crownline (the Vessel) from a private seller, with MarineMax as broker.  One of the contingencies in the Agreement was that the sale of the Vessel was subject to mechanical inspection paid for by the buyer and subject to visual inspection by the buyer.   Accordingly, a work order was prepared to perform the multi-point inspection which ******************** authorized.  Following the inspection,results were provided to ******************** who responded via email on 2/21/2023 that he and his wife had concerns about the results.  Then, on 2/23/2023, ******************* sent another email to the **************, the Sales Consultant, that the findings in the inspection were not to their satisfaction and therefore we no longer are interested in purchase of the boat.
  
  Accordingly, we respectfully decline to refund the cost of the inspection which was Mr. ********* responsibility to pay, pursuant to the Agreement.  

  Thank you

  
  

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19493935
  
  I am rejecting this response because: The sale hinged on an accurate inspection of the vessel. When the buyers were not interested in paying for the $2800 found repairs, the inspection report findings were changed to show less damage/repairs than initially stated. This was relayed to the buyers via voicemail and email. The inspection was obviously not accurate or it was altered to entice the buyers back into the transaction. Emails are available if needed. 

  2/23/2023 email stated

  ********************* " The seller did go up there and the speaker just has a loose cable and there is just a loose ground on the trailer lights as they worked when he brought the boat here in the fall"

  The above statement made the buyers question the entire inspection and they would like to be compensated for the inaccurate inspection that they paid $ ******. The inaccuracy of the inspection left the buyers no choice but to terminate the deal because they could not trust the findings on the report or the individuals relaying the information. This entire transaction was done via email and confidence in the individuals involved was paramount.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/02/2023

  MarineMax respectfully disagrees with ************************ characterization of our inspection as "inaccurate" .  The inspection accurately identified 7 items which either needed attention or did not work at the time of the inspection of this 14 year old boat.   ******************** had the opportunity to negotiate with the private seller but he  was not satisfied with the seller's response to his request to have all items repaired or replaced.  The seller was willing to make some concessions in his effort to move forward with the sale.  Unfortunately, ******************** was not satisfied with the negotiations with the seller and choose to not buy the boat. 

  The inspection was done in good faith and identified items for the buyer on this 14 year old boat that needed attention.  Following the inspection, the seller took it upon himself to follow up and was successful in repairing the speaker which had not been working at the time of our inspection. Our intent was to perform an inspection and report our findings which we did, accurately and honestly.  ******************** was well aware the inspection was his responsibility to pay, regardless if the inspection noted 2 items or 10 items.  

  We again respectfully decline to reimburse him for a cost that was his responsibility.

   

   

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair 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 2020 Boston Whaler Conquest from Marine Max with warranties of 2 years on motors and an extended warranty for 4 years. I bought this boat used because of these reasons. When I went to purchase I put offer in my name. my account suggested for IRS issues it might be best to list it in Charter business we had just established for use of the boat. The sales person ***** in Sarasota did not make mention That I would lose these warranties if boat was used to charter. After several months I was informed from Mercury That my warranty would be canceled due to chartering boat. This was the icing on the cake as far as damages. I took boat in April after a steering failure had that repaired and had 200 hour service performed on boat at venice MM. They performed a service that caused non use of my boat for 13 weeks. I sent a detail time line to Corp in clearwater and have yet to get any satisfaction in this matter. I have about 50 pages of email conversations and a timeline that spells out specific dates and issues. I thought corp would attempt to make this right with a customer that spends a half million on a boat but that is not the case. My final attempt was last week to get a response to my request to hear nothing back. my threats were I would be doing this and blasting them on social media and now that is where we are in this dispute!.

  Business Response

  Date: 10/27/2022

  We apologize for delay in responding to ************************** letter.  We have ordered the deal file and once we review that, we will be in a better position to address all his concerns.  We expect that timing to be early next week.  Thank you for your patience.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18202260
  
  I am rejecting this response because:

  they were suppose to respond last week with a resolution.  Have not heard anything in almost 2 weeks.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/10/2022

  Thank you for the opportunity to provide additional details. 

  ********************** purchased his boat from a private seller in a brokerage transaction.  The prior owner had purchased an extended warranty which ********************** had transferred by him paying the Mercury transfer fee. 

  
  There was no ill will here at the end of the purchasing process the closing persona changed from a private party purchase to a Charter Business.  Unfortunately ,Mercury does not support any type of commercial vessel use under their warranty.

  Since MarineMax was not the seller of the boat and Mercury administers the warranty, we must refer ********************** to Mercury to further discuss options that *** be available there.

  Thank you.