Complaints

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• Initial Complaint

  Date:03/12/2025

  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.

  In February 2023, I purchased a brand new 22ft ****** SX220 boat. On the first launch, there was clear damage to the hull caused by the bunks on my Shorelandr trailer. This damage was repaired, but the damage started to show back up the following year, consistent with several other people how I'm in contact with online. Shortly after the damage started to show back up, I received a voluntary recall on the trailer suggesting that the bunks were causing damage on shallow ramps. Midwest Industries are suggesting that I have been loading the boat incorrectly (which IS NOT TRUE). And are unwilling to partner, even though there is a known issue that many people are having to deal with. I'm now stuck with a boat that is being repaired through insurance ($2600 damage w/a $500 deductible). We have been very careful with loading and unloading the boat to/from the trailer, and although the bunks have been replaced for free with the recall notice, I'm out of pocket significantly after placing my trust in a reputable business (****** and Shorelandr) to be stuck with a boat that will likely see the same damage every year. No partnership from ****** or *********, only passing the blame onto SEVERAL consumers. Some consumers seem to have had theirs fixed for free, and some are getting push back from the manufacturerwith this being a known problem, leaving boat owners alone to deal with these problems out of their own time/money is NOT ACCEPTABLE.

  Business Response

  Date: 03/17/2025

  Dear Better Business Bureau,
  Midwest Industries takes customer concerns seriously and strives to provide quality products and service. We have had multiple conversations and email exchanges with Mr ***** ***** regarding his concerns.
  
  In July 2023, the dealer contacted us about the bunk carpet appearing thin and worn. As a goodwill gesture, we provided replacement bunk carpet. It is important to note that premature carpet wear can result from improper loading techniques, such as not submerging the bunks to the correct water depth and or not centering the boat properly when loading.
  
  In October 2024, we provided replacement bunks per our voluntary service bulletin, which addressed a specific issue where improper loading could cause the bunk bracket and s**** to protrude. This bulletin did not include boat repair coverage. The replacement bunks were installed by the dealer. Mr ***** later reported white marks and wear on them,similar to his original complaint. However, the photos he provided do not indicate that the bunk brackets or screws were what resulted in his boat damage.
  
  In January 2025, the dealer confirmed the trailer was properly set up to accommodate his boat model. We communicated to Mr ***** that his boat damage is unrelated to the voluntary bunk replacement service bulletin. No evidence has been presented to suggest a defect in material or workmanship of this trailer resulted in his boat damage. Therefore,we are unable to participate in covering the cost of his boat repair.
  
  Midwest Industries remains committed to supporting our customers and addressing concerns within the scope of our polices. Please let us know if further clarification is needed,
  
  Sincerely,
  ******** *********
  Customer Service Manager 
  

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23050321
  
  I am rejecting this response because:

  Unfortunately, I'm not the only person who this fault is affecting. I'm in contact with over 10 other 22ft ****** boat owners, all who follow guidance with launching/loading their boats, all who have damage in exactly the same place, all who have wear on the rear bunks. These other people have been found on ******** groups, and Jet Boat owners groups online. Some have been helped, some haven't. It is clear to all of us that you and ****** are aware of a problem (hence the recall on the bunks).

  If boat owners are following the guidance set out in manuals, and are seeing this level of damage, then there's a problem. Midwest Industries telling me that it's my fault and that "I'm not loading the boat straight" isn't acceptable.

  This is the CORRECT order in how the damage showed up:

  1. First launch we saw damage to the front strakes, and we saw wear on the bunks.

  2. Second launch, after giving more care to how we launched, additional damage showed up.

  3. July 2023, I was in-touch with two other boat owners who was seeing the same problem. At this point you did step up and cover the repair and replaced the carpet.

  4. After that we saw a slow but stead recurrence of the damage.

  5. Summer 2024 we received the recall (at this point, many other people were seeing the same problem

  6. End of season, the damage was fully back. At this point (after the damage showed back up) the bunks were replaced.

  7. I gave up chasing you down and decided insurance was the best path forward.

   

  All of these people bough a ****** boat with a Shoreland'r trailer, and we're all being left to deal with damage that is OBVIOUSLY caused by poor guidance in the manuals, mixed with a bad bunk set up. I'm in the middle of gathering as many names as possible to talk to legal representation. Clearly you are all aware that all these people are seeing the same problem show up (twice in my case), which is why there is a recall notice that would never have happened with one or two owners coming forward. You should accept responsibility and help the people who put faith in your product. Who knows how many others there are in all of thismy small group of boat owners cannot be the only ones.

   

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