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:03/08/2025

  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 Motorguide X5-80FW trolling motor from Ulrich Marine on 12/10/24. This was purchased from this seller through their **** account on **** order number **************. This motor was listed as being brand new. When I received this motor, the box was in really bad shape. I just recently had time to install this trolling motor on my boat, and upon installation, it was determined that this motor does not work. I contacted this business about this defective motor, but they dont appear to be willing to resolve this issue.

  Business Response

  Date: 03/13/2025

  Dear BBB,
  Thank you for bringing this matter to our attention. We take customer concerns seriously and aim to resolve disputes fairly and professionally. Below is our response regarding the complaint filed by ***** ****** related to the ************************* purchased from our **** store on December 12, 2024.
  1. No Return Policy and Warranty Registration:
  As clearly stated in our **** store policy, we operate with a no-return policy for all items sold. This policy is outlined on the product listing and is part of the terms agreed to at the time of purchase. The customers order was placed under the understanding that no returns would be accepted.
  Furthermore, we informed the customer that the trolling motor was new in the box and still eligible for warranty registration with Motorguide. As per industry standards, warranty claims should be made promptly within the designated timeframe, and we recommended that the customer take the motor to an authorized Motorguide repair center for inspection and possible warranty service.
  2. Timeline of Communication:
  The customer did not reach out to us regarding any concerns with the product until March 5, 2025, which was well beyond the 60-day period for returns and falls outside the coverage window for ****'s 100% money-back guarantee.
  Once we received the customer's message, we reviewed the situation and responded promptly. We clarified that since the motor was installed, it was no longer considered "new," which limited our ability to process a return. We also emphasized that installation may have affected the products condition, and we cannot confirm whether the issue was caused by another component or improper installation.
  3. Warranty Guidance Provided:
  In response to the customers concerns, we recommended that they register the trolling motor for warranty service with Motorguide and take it to an authorized repair center for evaluation. We also made it clear that if the product was defective, it would likely be covered under Motorguides warranty, but it would require testing and inspection by a certified repair center.
  4. Resolution Offered:
  Although we are unable to offer a refund due to our no-return policy and the item being installed, we have offered practical solutions by directing the customer to Motorguides warranty process. We also encouraged the customer to reach out to **** for further assistance, as ***** money-back guarantee applies only when the customer contacts the seller within the appropriate timeframe.
  5. Conclusion:
  We understand the customers frustration, but due to the ****** limit for returns and the fact that the item was installed, we are unable to accept a return or offer a refund. We have provided the customer with clear guidance on how to resolve the issue through Motorguides warranty program, and we have made every effort to support the customer within our policys boundaries.
  We remain committed to providing excellent customer service and hope the customer is able to resolve the issue through the appropriate warranty channels.
  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 03/14/2025

  Complaint: 23039718
  
  I have reviewed the business' response and am rejecting it because:

  This unit was advertised as a Brand New Unit.  When unit was received, the original box and packing was horrible!  This is trolling motor for a bassboat, so it did take a while for me to be able to remove my old motor and install this replacement motor.  After installation is when I realized that this motor will not function.  I wouldn't have been able to determine this until it was installed.  After mounting, there is only 2 wires that need hooked up, and that is a power and ground, and this replaced a identical motor, so that was simple enough.  I reached out to the seller as soon as I determined that something is wrong with this motor.  I did take my boat with this motor to my marine dealer, who tested and said the control board was bad.  They provided a quote for repair of $372 to replace this bad board.  At this point, I am questioning if this motor was brand new as advertised and sold.  The seller keeps referencing policy this and policy that.  There is something to be said for a reputable company that takes care of customers.  That is not the experience I am having with Ulrich Marine!
  
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/18/2025

  Dear Better Business Bureau,
  Thank you for providing us the opportunity to respond to the complaint filed by Mr. ***** ******. We take pride in the quality of our products and customer service, and we aim to resolve all concerns in a fair and reasonable manner. Below, we address the points raised by Mr. ****** in his complaint regarding the Motorguide X5-80FW trolling motor purchased from our **** store on December 12, 2024.
  

  1. Product Condition and Delivery
  We understand Mr. ****** concerns regarding the packaging and condition of the motor upon delivery. We strive to package all products securely to ensure they arrive in excellent condition. However, it is important to note that the motor itself was listed as "brand new" in the **** listing and was represented as such when sold. While the external box may not have been in perfect condition, this does not reflect the quality or functionality of the motor itself. Unfortunately, shipping damage or wear to the external packaging is sometimes unavoidable due to shipping carrier handling.

  
  2. Communication and Warranty Guidance
  Mr. ****** reached out to us on March 5, 2025, which was outside the 60-day period for returns, as per our **** store policy. As stated clearly in our product listing, we operate with a no-return policy, which is in place for all items sold through our store. We have also explained that the motor is still eligible for warranty registration with Motorguide, and we promptly provided Mr. ****** with the necessary steps to initiate a warranty claim.
  While we understand that the delay in discovering the motors issue occurred due to the time it took to install, we have advised Mr. ****** to proceed with the warranty service available through Motorguide, as the product was still under warranty and eligible for repairs through authorized repair centers.

  
  3. Product Functionality and Warranty Process
  Mr. ****** has mentioned that the motor's control board was found to be defective by his marine dealer. We are genuinely sorry for any inconvenience caused by this issue. However, as the motor is still under warranty, we strongly recommend that he follow through with the warranty process with Motorguide for a thorough inspection and potential repair or replacement. Our team remains committed to assisting customers in utilizing manufacturer warranties, and we continue to encourage Mr. ****** to work directly with Motorguide for resolution.

  
  4. Policy and Customer Care
  While we do operate under a no-return policy, we make every effort to work with our customers within the scope of our policies to provide appropriate guidance and assistance. We understand that this situation has caused frustration for Mr. ******* and we regret that we are unable to offer a refund given the circumstances. We have, however, offered a clear path forward by suggesting that Mr. ****** pursue a warranty claim directly with Motorguide, where he may be able to resolve the issue at no cost to him if it is determined to be a manufacturer defect.

  
  5. Conclusion
  We want to emphasize that Ulrich Marine is committed to offering quality products and customer service. Although we are unable to issue a refund due to our no-return policy and the motors installation, we have provided Mr. ****** with information regarding the warranty process to resolve the issue efficiently. We sincerely hope that Mr. ****** is able to have the motor repaired through Motorguides warranty service.
  We appreciate the BBB's attention to this matter and remain available should further clarification be needed.
  

  Thank you for your time and consideration. ***** Power

  Customer Answer

  Date: 03/22/2025

  Complaint: 23039718
  
  I have reviewed the business' response and am rejecting it because:  ********** was sold as being brand new, yet I am questioning if it was actually brand new, or if the seller already knew something was wrong.  That is why they sold with No Returns.  I have followed up with the manufacturer, and they are telling me that the warranty is not valid because I purchased this on the **** marketplace.  I have already been quoted what it will cost me to have this motor fixed, and I have proceeded with those repairs after the response from ******** that the warranty if void due to where I bought it.  I am not asking for a return or full refund, although I would however appreciate the seller stepping up and reimburse me for the cost of the repair to get this motor fixed and operational.
  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair 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.

  I bought my boat into this business to fix several problems, Primarily wiring issues. As the assessment of the boat developed over several weeks, different questions arose and I dealt with a gentleman named **************. He took the initial quote of repair work to be done. Here are the issues:1. While my boat was in this businesses control, the fiberglass body on the front end was damaged. I had the boat inspected before bringing the boat to this business and then delivered the boat within 4 hour of that inspection. Damaged occurred on this site of the business. $2,480 to fix.2. I had a brand new motor on the boat and in the initial quote we discussed installing a Smart Gauge for the new motor. Somewhere along the way (2-4 months) it was discussed with **** and decided to install a Garmin Graph which would talk to the motor and I could get my information that way. The bracket for the graph was made and the the graph was installed. What was not installed was the wiring that would allow the motor to communicate to the graph how the motor functions. $700, this includes cost to have another ****** dealer assess the motor and confirm that wiring was not installed.3. This company completely rewired this boat. This took some time as not all parts were available. During this processes new pumps, wiring, batteries, Switches, etc. were installed. This was several thousands of dollars of work. Part of this agreement was this business was to supply manpower to take the boat to the lake and make sure everything worked properly. This company refused to do this after we got into it about boat damage. $500 4. Manuals were not provided for graphs, new pumps, etc. for owner. $200 Summary: I have sent 2 certified letters to this business asking for reimbursement, but they fail to answer or respond. Total reimbursement needed $3,880. In the certified letters sent to them, If they do not resolve this issue, I have described what will happen next and cost associated with that process.

• Initial Complaint

  Date:03/28/2023

  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.

  I purchase a mounting bracket for a depth finder at the cost of 576.24. I placed the order over the phone with *******  *****r did not disclose to me that when You return a item back to the store there is a 15% restocking fee. I had to return the item because it was not what I needed, it was the wrong bracket. I returned the bracket back to the store and I was only refunded in the amount of $489.91, and *****r stated to me that he should have told me that it is store policy for restocking fee when you return an item. I would like to refunded in the amount of $86.33.
  
  
  
  
  
  
  489.81

  Business Response

  Date: 04/03/2023

  ***** ************ original purchase was not selected by himself.
  Rather, it was selected through his friends **** ***********r and **** **** who
  picked out the mount in-person.

  
  **** ************ and **** **** contacted ***** **********
  by phone whilst in our store and informed Mr. ********** that the selected part
  was what he needed.  Mr. ********** then
  willingly provided card information verbally over the phone to the cashier to
  run as the part was being purchased for himself.

  
  **** *** **** were instructed by Mr. ********** to obtain the
  receipt- which was provided to the parties present. Further, it was stated to Mr.
  ********** that store policy dictates no returns after 30 days, and 15%
  restocking fee an all returns within 30 days.

  
  This policy is posted on our customer receipts, visibly on
  our wall signage, posted next to all credit card terminals, and was verbally
  stated to the individuals picking up the product.
  Mr. ********** himself returned the product in-store post-purchase.

  
  Our staff member politely explained the standard restock fee
  to him upon processing the return. Mr. ********** immediately became belligerent-
  raising his voice and vocalizing his anger using vulgar language directed
  personally towards our valued staff member ****** ******** in the middle of our
  store.

  
  Mr. ********** became so loud and vulgar that ***** ****** our
  office administrator was forced to step in to reiterate our policy and that it speaking
  to our staff member in this way was unacceptable. Even so, the return was still
  processed, and 15% restock fee was applied.

  
  Mr. ********** accepted it and left the facility stating he
  would be filing with the *** against us. ****** stated to Mr. ********** that
  he was sorry if there was any misunderstanding. ****** was very distraught after
  the dealing with Mr. ********** and upset that he had possibly made a mistake
  but knowingly gave the gentlemen picking up the product the information about
  our policy.

  
  When it is a 3rd party sale sometimes
  communication can be missed but we ensured him that the people here to buy the unit
  were informed.