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:06/30/2023

  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 bought a 2019 starcraft tritoon with a 2020 brp evinrude 250ho on July 1 2020 brand new. They told us that we would have a 10 year warranty on the engine and then we bought it it was a different story we only got 3 year warranty. We have had the boat going on 3 years and it has been in the shop with engine problems for a total of 14 months I have filed a complaint against evinrude also. When the engine blew up we took the boat to another certified evinrude shop and he said that evinrude wasn't going to cover it under warranty because long Island Marina put the wrong prop on it so we took it back to long Island Marina on August 4 2022 they accused us of switching props and we haven't touched the engine other than putting 2 stroke engine oil in it. Now long Island says that we have to pay $5,500.00 for a new power head they said they fixed it last year and they was testing it and it blowed up again. Now they say the are waiting on parts from evinrude and ******** said they are sending them but long Island says they aren't getting some of them I called them on June 29 2023 now they say they waiting on another part but they wouldn't tell me what it is so I called evinrude and they said they haven't ordered any parts lately. I would like a refund on the boat and trailer a total of $37,000.00 and $22,000.00 on the engine if evinrude doesn't cover it because we gave long Island Marina a total of $59,000.00 for the tritoon boat.

  Business Response

  Date: 07/20/2023

  In response to the complaint from *************************, we are laying out a timeline of the events that occurred and defending our actions as a dealer.  ****************** brought his boat to us on August 4^th of 2022 and reported that the engine shut off and would not start back.  The engine was checked shortly thereafter and found to have a damaged powerhead.  A case with the motor manufacturer (Evinrude by BRP) was started to fix the motor as it was still under warranty.  Evinrude denied a replacement at no cost due to the engine profile showing the motor turning too many RPMs.  ******** offered to do a goodwill offer to ****************** to replace the powerhead at a discount and at this point he was contacted with those details.  During the initial phone call we asked (not accused) ****************** if the propeller had been changed to increase the **** and speed of the boat.  This was a question instructed to ask by ******** as our technicians were not able to reach that amount of RPMs when the boat was rigged and tested before initial pickup by the ******* family.  ****************** then proceeded to tell us during the conversation that he had a friend who was a boat mechanic that had looked over the engine after the issue started.  If this friend is a certified Evinrude technician and the boat was taken to an authorized dealer, then we would like to see proof of the service provided there and ask why it was not repaired at said dealer. 

  Despite Mr. ******** threats of pursuing legal action against our dealership, the engine replacement was ordered and shipped to our location.  Replacement parts were slow to arrive, and the first replacement powerhead was installed as soon as all parts were received.  A new stainless-steel propeller was also ordered (at our expense) to satisfy the owner and ensure the overrevving issue did not occur again.  About 45 minutes of run time were put on this powerhead and it failed due to a manufacturers error.  Evinrude was contacted again, and all testing was again completed for a 2^nd replacement powerhead to be installed at no cost to the owner.  All parts and labor for the 2^nd powerhead were covered by ******** and sent to us as they became available.  As of July 14^th, 2023 (when ****************** picked up the repaired engine and boat from our dealership) we have yet to receive all the parts from Evinrude supplied for the repairs.  We are still waiting for 2 fuel injectors that were supposed to be sent for the repair, but instead used 2 out of our inventory ($1,200 retail value for the injectors) to get ****************** and his family back on the water as fast as possible.  ****************** backed the boat down into the water at our facility and cranked it to ensure it was running before returning home with the boat, and even made comments to our staff about how the engine sounded better than it ever had before. 

  Customer Answer

  Date: 07/20/2023

   
  I am rejecting this response because:
  New river marina in barren spring ******** a certified evinrude dealer told us ******** told him to tell us to take it back to long Island marina because it's their responsibility because they put the wrong prop on it. That was told to me on August 2 2022 and I picked it up on August 4 2022 and took it to long Island marina