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:05/13/2024

  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.

  My boat that I purchased from Wilson Marine has had nothing but issue after issue over the years. I purchased warranty's etc. This issue was the same and re-occurring every year until the Warranty ran out. I went directly to ********** and they worked with me. They pulled in Wilson Marine and I was put in contact with one of your representatives. ********** replaced all my seats as they noticed this same issue had occurred over and over and if seats were replaced and or new, this same issue would not be occurring annually. They should last many many years without issue. Your Brighton team said they would attached the new seats for $300 and I accepted. Wilson picked up my boat 1.5 months ago and replaced seats. Last week they called to take my payment of $300. They had issue with payment system so front desk called me back and said they had to add $641 for delivery. I was shocked as that was never part of the agreement of $300. I was then handed off to one of your workers who had major attitude toward me. After talking to me rudely he said he would take care of delivery, but talked to me in a way that was so rude it was appalling. I immediately felt uncomfortable and felt that my boat was not going to be treated well. As soon as it was delivered, the owner of my ****** and I noticed that the engine was sputtering and not going full throttle when tested. The ****** said it worked perfect prior to winterization and that it should not be doing this more so because I kept it in perfect shape. He asked if Wilson did anything to it. I now question whether Wilson did something because of the rude discussion over phone. All think that somebody did something as it was working perfectly and now it is not. Something happened to my engine while my boat was at Wilson or during delivery. I would like the owner of Wilson to call me directly, not the location itself. I wanted to keep this as record as we will be attempting to look further into issue this week.

  Business Response

  Date: 05/18/2024

  Currently, the owner (as requested) has a call into the customer who has not returned his call.  We in no way harmed the customer's engine.  We replaced the seats as requested and did not even come close to the engine.  However, we will help the customer sort out his motor issues.  We have found that in our 75 years of being in business and winterizing boats that often times after the boat has sat in storage over the winter, the spark plugs corrode and the fuel break down. Typically these issues are pretty easy to resolve and we will help in any way possible, we just need the customer to call.  Please have the customer call *** **********************'s cell phone at his convenience.  ************

  Customer Answer

  Date: 05/20/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  Wilson called and when I called back Saturday night, nobody was there.  I tried again Sunday and nothing.  Wilson neglected to fix the issues last year, call me back and continued to rudely either not call back, or treat me horribly over the phone.   Last year the placed trim and it came off months into it.  I provided a back door and they never replaced it as the one that is on there now is the original.  What happened to that door?  My ****** stated that my engine was running perfect, so the question is what happened while Wilson Marine had my boat.  Wilson is known for not calling back, or bullying customers, which I did not appreciate on this latest transaction.
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *****************

  Business Response

  Date: 06/04/2024

  We are in receipt of your letter dated May 25th ,  2024 in regards to the complaint being unresolved.  Wilson Marine would like to protest this classification. *** Wilson, has  numerous attempts to contact the customer to resolve this issue.  He will not take his phone calls nor has he called our office to speak with *** Wilson, President.  He indicated that he tried calling and that he did not get a resolution and was treated poorly.  We have not been able to confirm that he has spoken to any of the employees at Wilson Marine nor has he left *** Wilson a return message.  Additionally, his final response noted he called Saturday night and Sunday, we close at 5pm on Saturday and our Sunday hours are 11-4pm, did he leave a message? It appears that he does not want us to resolve the issue or there is really no issue to resolve. 
  
   
  
  Please if you could have him call *** Wilsons cell phone *************) I am sure there could be a resolution.