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Business Profile

Boat Dealers

Irwin Marine
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Irwin Marine's headquarters and its corporate-owned locations. To view all corporate locations, see

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Irwin Marine has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:07/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      As promised the agreed upon complementary services that needed to be completed as we agreed upon when purchasing this boat failed to meet our expectations and services that were not even done nor did we request be done we were invoiced for. We are most concerned with the seemingly shady and dishonesty with the team. I have provided below one of the several invoices that were altered. The issue with this particular work order # ****** is 2 of 8 spark plugs were replaced, the cap and rotor were not replaced, the "detail" clean/wipe down was absolutely not done nor requested. Labor totalling $1487.70 with parts costing $327.25 seems quite off. I understand that you meant for that to go to the previous owner? Services that were not provided? We were also told the fuel module was going to be $1570 (also attached below) and what was actually installed was a cheap $180 or so fuel module off Amazon. Additionally, many things that were expressed about the boat were not actually true. Full service was not completed, further inspections that should have been done prior to sale, toilet issues, engine issues, water pump failure (after being told it was replaced, NO MOTORIZED WINDLASS (Which we were told it has) anchor etc.... We could not trust Irwin Marine to "try again" to fix these issues and hired another company, which we have attached the invoice for below as well. We are asking for a full refund on the boat or in the very least a refund for the invoice provided of what was actually done in order to make this situation right and avoid legal action. The attached invoice does not even include the Gimbal and ************** that also was said to be done, but was not, and now needs to be done because the ring is shot and the boat shakes when turning ever since we have owned it!

      Business Response

      Date: 07/11/2024

      As stated in the Broker sale notification that was signed and is copied below this was a sale between two parties that Irwin Marine facilitated. This boat was never represented nor could it have had a windlass from the manufacturer. 

      I understand that I am purchasing a boat at Irwin Marine,but is not owned by Irwin Marine, and Irwin Marine is acting as the agent for the actual seller of the boat.

      It is my responsibility as the buyer to inspect the vessel to my satisfaction prior to completion of the purchase.

      It is also understood that Irwin Marine is selling the boat for the seller, and the boat is sold AS IS, AS SEEN.  There is NO WARRANTIES from the seller of the boat, or from Irwin Marine.

      Check boxes, which were both checked then state:

      I have inspected the vessel to my satisfaction.

      I have chosen not to engage an independent marine surveyor to inspect the vessel.

      Customer Answer

      Date: 07/12/2024

       
      Complaint: 21957797

      I do not accept the business's response as a resolution to my complaint because: This does not change the fact that we were lied to about the fuel module. They installed a cheap amazon fuel pump not the $1570 ***** one along with the other servicing items that were not completed. Please see the text message from *************************. 

      Sincerely,

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

      Business Response

      Date: 07/24/2024

      When on the phone with your husband, *** offered to buy the pump from a ***** dealer and give it to him as he said he did not want us working on your boat again.  He declined the offer.

      Customer Answer

      Date: 07/24/2024

       
      Complaint: 21957797

      I do not accept the business's response as a resolution to my complaint because: 

      *** never offered that. He said bring the boat to them and they would install the correct pump after lying and saying it wasnt in stock which is why they bought an amazon pump. My husband declined and said he doesnt want them touching the boat again after blatantly lying to us about what they did. We are now going to litigation and will have a judge decide.
      Sincerely,

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

    Irwin Marine is BBB Accredited.

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