Complaints

This profile includes complaints for One Water Marine, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

One Water Marine, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  One Water Marine, LLC

  6275 Lanier Island Pkwy Buford, GA 30518

• 

  One Water Marine, LLC

  905 Airport Pulling Rd N Naples, FL 34104-6108

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:06/19/2024

  Type:Delivery 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.

  06-04-2024 All items unused and only one package opened. To measure and it did not meet requirements like described on site. Misleading and mislabeled items on site led to this being ordered and not fit application. Need refund.

  Business Response

  Date: 06/27/2024

  To Whom It May ****************** June 4th at 7:43 PM, *********************************** placed an order online for the ****** Water Pump Repair Kit (6N0-W0078-A0-00) without assistance or advice from PartsVu customer service. The items description is detailed and includes the applicable models. Unfortunately, Mr. ********** model is not listed, indicating that this part is not compatible with his engine.
  
  ********************** has requested to return the item for a refund.However, the impeller has been opened and the *** packaging has been damaged.Maintaining the original *** packaging is crucial for returns, as it ensures the item is in resalable condition and meets our return policy requirements.
  
  We apologize for any inconvenience or confusion this may have caused. Our goal is to provide clear and accurate descriptions to ensure customer satisfaction.
  
  We are more than happy to assist ********************** in locating the correct water pump kit for his engine, and we will also waive any associated shipping fees.
  
  Thank you for your understanding.

   

   

  
  
  6n0-w0078-a0-00
  
  ********************************************************
  
  
  
  *******************************
  PartsVu **************** Manager
  ************
  PartsVu.com
  Monday Friday 8:00 am to 5:00 pm    

• Initial Complaint

  Date:01/01/2024

  Type:Customer Service 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 Dec 18 2023, a boat part was ordered and PartsVu sent the wrong part. It did not match the part to replaced and did not fit the motor. The part came in a bent, unsealed cardboard box within the shipping box. PartsVu said it was not refundable as it was electronic and the box was opened. Once again, the box was never sealed. Zero customer service!

  Business Response

  Date: 01/09/2024

  ******************

  Good morning, my name is ******************* and I am the ** of Operations for PartsVu. I would like to apologize for the customer service experience you had with our company. It is bad enough when we ship the wrong part, but even more frustrating when we compound the issue with poor service. I appreciate you making us aware of this issue, the team members involved are great people and just fell short of our standard on this occasion. We have taken the opportunity to use this as educational example of what not to do. 

  We sincerely appreciate your patronage over the years and hope we will have the opportunity to ship you items again in the future. If there is anything I can do for you directly in the future please ask for me when you call or you can email me at ***********************************.

  Sincerely,

  *******************

• Initial Complaint

  Date:09/20/2023

  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.

  I ordered a propeller and when I got it there was no hub with it so I can not use it without a hub . I tried to get a ra# for 3 days at last I got one They needed pictures so I took pictures of it Sent them to partsvu they sent me a ra#To return propeller. I did return It. They got a hold of me and said that they can not take it back cause I tried to install it Which you can not install with out a hub inside of it.It's just a big hole and will not Fit in motor end shaft Could not use like this I do not install it or tried to install I did not **** it in any way I shipped it back just like I got it same box and all.They said if I don't request and pay for shipping in 7 days they will get rid of it and I won't be able to get it back So I paid for shipping and got it back There is a **** on it don't know how it got there but I did not do it. I did not see any ****s on it when I shipped it to them.Why would they send me a ra# for prop after I send them pictures of it they just don't take returns on propellers I guess.Not very business like.Will not deal with they again Thank you ****

  Business Response

  Date: 11/28/2023

  **************

  I would like to extend my apologies for the way your order was handled back in September. There is a laundry list of reasons why this was not handled better, but that is not pertinent to your issue. As the new VP of Operations, I want to assure you that we take this seriously and that the team members involved have been trained ** in their deficiencies. 

  Should you decide you would like to return the propeller, we will certainly issue you a refund. I will make a note on your account to that effect.

  The most difficult and expensive part of our business is acquiring new clients and cultivating repeat clients. The fact that we failed you is extremely disappointing. While perfection is unattainable, I can assure you we will learn from this instance. I would welcome the opportunity to earn back your trust in the future. Please feel welcome to ask for me directly or ********************* who is our warehouse manager. 

  Sincerely,

  **********************

  VP Operations

  Customer Answer

  Date: 11/28/2023

   
  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:09/12/2023

  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 called and got reference help for parts. I went to the website ordered the part numbers where it says they have a 30 day return policy. I got the parts they came in a cardboard box. I open the box immediately saw that they were the wrong parts contacted them And they asked me to send them a picture of the unopened ********* obviously I open the box to see the parts in it and now they wont refund my money because I opened a cardboard box. I spent $117 with tax and I just want the right parts , but theyre refusing to refund me. I dont know anyone can see whats in a cardboard box until they open it.

  Business Response

  Date: 09/19/2023

  Dear ****************,
  
  We appreciate you taking the time to share your concerns, and we apologize for any inconvenience you have experienced with your recent purchase. We value our customers' satisfaction, and we want to work towards resolving this issue promptly.
  
  After reviewing your complaint, we understand that you received incorrect parts and that you were asked to provide a picture of the unopened box. We recognize that this request may have caused frustration, and we sincerely apologize for any inconvenience it may have caused.
  
  At PartsVu, we have a commitment to customer satisfaction, and we aim to ensure that you receive the correct products for your needs. We understand that opening the box was necessary to confirm the incorrect parts, and we acknowledge that it is not reasonable to expect customers to determine the contents of a package without opening it.
  
  To address this matter, we would like to take the following steps to resolve your issue:
  
  -We will initiate a return process for the incorrect parts you received.
  -A prepaid return shipping label will be provided to you, so you can return the incorrect parts to us at no cost.
  -Upon receiving the returned items, we will process a full refund of the $116.24 you spent.
  
  To ensure you receive the correct parts, we will assist you in reordering the items you initially wanted, and we will double-check to make sure the correct parts are sent this time.
  
  Please expect an email from our customer support team within the next ******************************************************************************************************** reordering the correct parts.
  
  Once again, we apologize for the inconvenience you have faced, and we appreciate your patience and understanding as we work to rectify this situation. If you have any further questions or concerns, please feel free to contact our customer support team at ************************************************* or ************.
  
  Thank you for choosing PartsVu, and we look forward to resolving this matter to your satisfaction.
  
  Sincerely,
  
  *********************
  Customer Support Manager
  ************************ 
  
  
  

  
  

• Initial Complaint

  Date:08/15/2023

  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.

  On 7/17/23 I ordered a new carbonator from PartsVu , ******, *******, order # ********** , for my boat, for $846.43. It arrived in approx. 2 weeks. It was not a perfect match so I called them for info to return it. I was asked to send pictures, and I did , and after they reviewed my pictures I I was told I could send it back for a full refund. The item was never installed, barely touched by human hands and shipped back in original boxes and original packing material as instructed. Today, 8/10/23 , I received an email from PartsVu that my return was subject to a 20% restocking fee , noted as "adjustment fee" on the email of *******. The state "not being in, or containing the original packaging ... " There is no specific explanation of why they are stealing ****** from me. There is no restocking fee mentioned on their web site. They are sending me a partial refund , short ******. They are stealing ****** from me.

  Business Response

  Date: 12/06/2023

  ****************

  My name is ******************* and I am the ** of Operations for PartsVu. I would like to extend my apologies for the manner in which your return was handled. The team members involved have been educated on where they missed the **** on this. We would like to refund the $181.28 that was withheld as a "re-stocking fee." 

  If you would please call us back at ************ and follow the prompts (order #**********). Please ask to speak with *********************** as I will ensure she has the information on your account. If for some reason, she is not available there will be notes in your customer service file, so once your information is confirmed any of the agents will be able to complete the refund.

  While we strive for perfection in our customer experience, we are certainly not without fault. Myself and the team would welcome the opportunity to serve you again in the future with your boating needs. 

  Sincerely,

  **********************

• Initial Complaint

  Date:08/03/2023

  Type:Delivery 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.

  Proceed at your own risk with anything urgent, out of their stock, or expensive. I ordered a $1000+ cylinder head for a down boat. After ~1.5 weeks it hadn't shipped so I started calling asking for updates 7-8 times over the course of another ~2 weeks, waiting on hold for long periods, being told various things from various people such as tracking errors, ******* didn't ship to them, being placed on "emergency status" etc. I was told multiple times I'd get a call back with updates, and never did. I was told they would have to order another head from Mercury. I then found out mercury shipped to partsvu at the very beginning of all this, and partsvu was the one that lost the part. They then found it at a neighbors warehouse (?) and they shipped to me the following morning. At that same exact time I secured a head elsewhere and it was overnighted from Mercury same day, so now I had two heads in transit. Long story short, things like this happen, I understand. I'm a reasonable guy and was pleasant the whole time. I feel its only fair they cover the return freight, but they refuse. They blame me that I didn't cancel the order while in transit (assumed that wasn't possible), blamed ******* about warehouse issues (but they shipped to them right away...), then blamed their neighbor for being busy and not telling them they received the wrong package. Too many excuses. It's a heavy part and will cost me $150+ to send it back. They did however waive a 20% restocking fee they planned to charge me. Bottom line, be careful with them, especially with anything that's urgent, special order, or expensive. Best to go elsewhere as there are far better companies out there to deal with.

• Initial Complaint

  Date:07/17/2023

  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.

  Purchased a Flywheel for a Force 120 powerhead, and it did not fit my powerhead. I was not worried, because the item listed a 30-day return policy. Flywheel was packaged in a sealed, unmarked plastic bag, and PartsVU is refusing to give me an *** for the return. I have to resort to disputing the charge with my credit card company to get any recourse. Also, I learned that there is a 20% restocking fee, which I would be fine with if they would issue the return. Any reputable company would issue the *** and inspect the item on receipt to make sure it is in new condition.