Complaints

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

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  White River Marine Group

  2500 E Kearney St Springfield, MO 65803

• 

  White River Marine Group

  1275 Golden Dr Clinton, MO 64735-1137

• 

  White River Marine Group

  3630 N 21st St Ozark, MO 65721-5956

• 

  White River Marine Group

  3807 Tahoe Way Miami, OK 74354-1900

• 

  White River Marine Group

  1500 Maple Ln Lebanon, MO 65536-3518

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:05/16/2024

  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 purchased a $45,000 pontoon boat from Bass Pro Shops. There were countless warranty issues but most all of them have been resolved. The main issue now is vinyl seats are deteriorating as well as the steering wheel. The warranty covers vinyl seats but I was denied 3 times for repair. When the boat has been in for repairs, it is siting out in the sun and they don&#**;t have it covered. It is covered when it is in my possession. There is nothing in the warranty about environmental issues, just that the vinyl is covered under warranty. I would like for them to repair or replace the vinyl seats and the steering wheel on the boat or replace the whole boat)

• Initial Complaint

  Date:05/06/2024

  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.

  March 23rd 2024 I dent my boat back to Ranger to have them fix two dents that were found on the bottom of my boat. The reason why the boat was sent back to Ranger was because my insurance company told me that it was a manufactured defect and that they were going to close out my case. I asked Ranger boat to give me documentation of what work was done on the boat when they gave me everything that was done on the boat they said that they were not going to fix the dents on the bottom because they were caused by wave damage.

• Initial Complaint

  Date:05/02/2024

  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.

  My boat I recently bought from them brand new had 80 hours on it and just one boating season before the pontoon cracked on a weld and the other pontoon is starting to crack. Also the hinges and s**** started falling out in just ones season. They have made it extremely difficult to contact and have made no effort to make try and resolve the issues in a reasonable way. This is a brand new ***** boat . ** spent hundreds of dollars and countless hours transporting the boat time lost on the water with my family with shop repairs

• Initial Complaint

  Date:03/28/2024

  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.

  Tracker Marine (owned by bass pro shops), has a warranty department of White River Marine Group. They have produced numerous Nitro Z7 boats that were created with a defective "hooked" hull. The problem takes a few years to develop, but due to the fiberglass mold / curing process during fiberglass development of the boat, it causes the fiberglass to shrink over time and created a deformed hull design. The design specifically causes the chines to warp, due to improper manufacturing and quality assurance process. There are loads of forums and various examples of where the boat has lost stability and increase risk to the safety of the driver and passengers, decreased speed by up to 18 mph, and placed additional strain on the motor. Initially while under warranty, White River Marine (Tracker boats / Bass Pro Shops) reported that it was a motor related issue and turned away customers within the warranty period. Then after many years, they chose to only mitigate the problem in very specific examples where the original owner still owned the boat and they were within the hull warranty period. The hooked hull is created from the manufacturer and they refuse to offer a trade in, credit, repair or any sort of support for a defect created by the manufacturer that endangers their customers along with causing long term damage to outboard motor and reducing performance. This really should be a class action lawsuit, given there are so many individuals that Bass Pro Shops has treated so poorly with something that should have been recalled by the manufacturer. Various other forums and complaints are listed below. This should be honored since it was due to ****************************************************************************************************************** ************************************************* ****************************************************************************

  Business Response

  Date: 04/10/2024

  This has been received by corporate management and sent to the Regional Director for review.

• Initial Complaint

  Date:03/22/2024

  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.

  in Nov 2023 i purchased my 2024 Tracker Grizzly 1860cc vin number BUJ84215H324 with a 90hp outboard at the end of Jan 2024 the dealership came and picked up my boat to have it fixed for it not getting on plan and for the prop coming out the water witch can have the boat not steer myself and the dealership have sent the factory witch is white river everything they have asked for it is now March 22 and they have yet to fix the problems with the boat. i would like my boat fixed or replaced

• Initial Complaint

  Date:03/05/2024

  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 purchased a new 2016 20 foot Tracker Fishing Barge for bass Pro Shops at *************** 02/18/2016.The boat came with a 10 year bow to ***** warranty we also paid an extra $1,000 for the premier protection plan. I took the boat in on 02/27/2024 because three of the seats had the stitching coming apart and the protective coating on the flooring had bubbled and peeled away leaving a horrible looking brown floor.. This has occurred mainly where people walk ( barefoot or with flip flops ) not evenly across the whole floor.. This alone should rule out the environmental claim. Its simply defective and the protective coating should not just bubble and peel away where people walk on it.This boat has always been covered in my driveway when not in use with the fitted cover purchased when the boat was and is only used 6 to 10 times a year.The claim was denied due to environmental issues when asked what the process was for appealing this decision I was given the customer service phone number.

  Business Response

  Date: 04/12/2024

  Good Afternoon,

   

  Please see the below response from WRMG Warranty:

   

  after reviewing the communications it appears that WRMG Warranty has reviewed this case twice and they have determined that the customer concerns are due to environmental damage and the claim has been denied.  

   

  Thank you,

   

  ********************* | Administrative Assistant

  TMBC Retail Boat Operations

  Tracker Marine Retail-Corporate Headquarters

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

  Phone: ************| Email: ******************

   

• Initial Complaint

  Date:01/24/2024

  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.

  My 2016 suntracker 24 pontoon boat. Dec 27 2023 brought boat to tracker marine service in ***** ** for warranty issues.1 floor has lumps all over it.2 flooring is coming up on the corners.3 console has a jump in it.4 upholstery is falling apart.5 nav lights not working 6 anchor light not working 7 horn was not working 12/27/2023 Replaced nav lights, horn, anchor lights. Have to wait to find out about the rest of the problems.Don't have the date I was told the upholstery was sun damaged. The console was being replaced under warranty. Still not done as of 1 /24/2024.1/22/24 I was informed that the floor was not covered under the 10 year manufacturing warranty. Reason bolt have corrosion on them. Bolts that are cover by the vinyl floor you installed. The bolts that hold the deck, engine, fuel tank to the pontoon.

• Initial Complaint

  Date:01/18/2024

  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.

  My dealer at **************** Center in *********** ******** submitted a warranty claim with pictures to White River Marine Group on 12-26-2023 on my 2022 Ranger Z185 one of the screens inside my livewell will not thread on the pipe in bottom of the livewell because the pipe is not centered and i also dont think it has enough threads on the pipe sticking up for the bottom of livewell to thread on i was told by my dealer for me to contact White River Marine Group because White River Marine Group had not told him any information on what they are going to do about problem with livewell after I contacted White River Marine Group they said the mold for my livewell in my 2022 Ranger Z185 was discontinued and they were trying to find the mold I still dont have an answer on getting a new livewell installed

• Initial Complaint

  Date:10/18/2023

  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.

  We purchased a brand new tracker boat and trailer (which the boat is perfect) January 21st, 2023 and picked up January 28th. Trailer leaking grease. Took back to bass pro shops 2/13 they replaced seals and said it was good to go. Got as far as the rest area and noticed still leaking so turned around and brought back. They then had it until March 16 where they replaced the axle. Still leaking and brought back again and picked up again after they complete rebuilt the hub May 11th. Still leaking yet again and had to wait for yet another axle which was replaced again August 25th..still leaking and zero resolution. It is a 4 hour round trip to our closest bass pro shops and warranty approved location which caused some delays in time of either getting it back down there or the repair shop blowing us off after multiple calls and tracker customer service is not helpful at all. Their advise just keeps being to speak with the repair center. Tell me at what point or what needs to be done to resolve this matter. Extremely disappointing that this first time boater experience that was supposed to give us joy and quality family time had turned into a disaster since we bought it.

  Business Response

  Date: 11/08/2023

  This has been sent to corporate management for review. 

  Customer Answer

  Date: 11/08/2023

  Complaint: 20746086
  
  I am rejecting this response because:
  
  This isnt an acceptable response to let us know what exactly is being taking care of to resolve the issue. Further clarity would be appreciated as to what is being reviewed and done to resolve the issue as this has been an ongoing issue since February and has been requested to be escalated with a call back several times which hasnt happened still to this day. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/22/2023

  We received word from Tracker Warranty today that they would like to return the trailer to the factory.

   

  We are in the process for setting this up.

   

  Thank you,

   

   *******************************

  Boat Manager

  Customer Answer

  Date: 11/23/2023

  Complaint: 20746086
  
  I am rejecting this response because:
  
  Although arrangements are made to have the boat and trailer brought to the factory for evaluation this complaint shouldnt be closed until the issue has actually been resolved. I am satisfied with there being next steps towards a resolution but to say the issue is resolved and to close this case wouldnt be factual. I would like this case to remain open until the issues have been fully resolved. It also isnt being communicated exactly where our boat and trailer is going other than the factory and how I will receive updates on the progress as I cant seem to speak with anybody directly from Tracker.
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/26/2023

  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.

  2022 Tahoe T18 hull warping. Both sides of the hull are warping. I took the boat to the Cabela’s boat service center in Rogers, Minnesota. They took photographs, and apparently measurements of the warping on both sides, and sent to White River. The response from white river was that it was simply cosmetic and they weren’t going to do anything about it yet mini mini boats start out with this working and it gradually gets worse and worse overtime to where the bottom of the bone or the hole is dangerously warped, and could cause catastrophic failure of the boat

  Business Response

  Date: 10/12/2023

  We have been in contact with the customer and the damages are cosmetic in nature and not a structural concern therefore we have denied the customer claim.  

  Customer Answer

  Date: 04/05/2024

  We have a Tahoe T18 we purchased new in April of 2022. At the end of last years boating season we have noticed the hull (bottom of boat) is warped, indented or what they call hull hook. It is on bottom and both sides. This is something noted and the company has acknowledged the issue and even repairing the hulls of many customers. Our hull repair was denied as cosmetic. Whitewater Marine says they dont have to repair because they claim its not a structural defect is not sufficient. The material and workmanship is defective and not performing in the manner it is meant too. The warranty clearly states - Tahoe boats come with a five-year warranty that covers the hull, interior stringers, and transom from material and workmanship defects. The warranty also covers components for one year. Our boat clearly has material and workmanship defects. The hull is not as it should be regardless if the manufacturer states. The boat was not manufactured with these hull warps, hooks, indentations. They should not be there and have formed under normal use. This affects the boats handling and potential resale as the warping, indents, hull hook can clearly be seen and numerous people ask us about it. We demand our boat be repaired back to manufacture specs and expectations. It seems the Whitewater Marine is avoiding the repair and waiting until the warranty runs out.

  Business Response

  Date: 07/29/2024

  Good Morning,

   

  Please see the below response from White River Marine Group regarding this concern:

  Please find the two attached emails showing the pictures that were sent to warranty and warrantys response that these are cosmetic concerns and not structural concern.  No further action needed on our part. 

  Thank you,

   

  ********************* | Administrative Assistant

  Customer Answer

  Date: 07/29/2024

  Complaint: 20656933
  
  I have reviewed the business' response and am rejecting it because:
  The boat clearly has material defects reducing the safety and value of the boat. The warranty covers material defects for 5 years. 
  
  
  Sincerely,
  
  *****************************