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Business Profile

Marine Electronics

Navico Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Marine Electronics.

Complaints

Customer Complaints Summary

  • 22 total complaints in the last 3 years.
  • 9 complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/18/2023

    Type:Customer Service 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.
    I contacted the company in July 2022 with a problem with their products. I received a response and given a case number CAXXXXXXXX. The last contact from them was on August 4 2022 stating it was being reviewed by a team and I would be contacted with a resolution/answer but I have not been contacted.

    Business Response

    Date: 03/08/2023

    Business Response /* (1000, 8, 2023/02/01) */
    We are attempting to reach this customer. An email was sent on 1/20/22 from a supervisor and we have not received a response yet. We are happy to answer any questions the customer has. Unfortunately, he is inquiring about a GlobalMap ***** and ********* Unfortunately,both models have been out of production for about 15 years and we no longer have any service options for them. We will recommend that hie has current software and also downloaded the GPS patch. But if that does not correct his issues with date and time, we have no further options available. We will continue to work with the customer to see if we can assist him with updating his units.


    Consumer Response /* (3000, 10, 2023/02/02) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    A total falsehood; 6 emails exchanged since 1/20/22 with the last on 1/30/22. The main issue with both units and all LCX LMS ********* units (which was included in emails) is incorrect date and time being displayed. A gps patch is needed and requested and is well within their capabilities to produce. Only the units with internal gps would require the gps patch and 4 LGC gps modules that connects to the units to display date and time correctly. No hardware or hardware service is required or requested; only software.


    Business Response /* (4000, 13, 2023/02/03) */
    The consumer is correct, this was a typo on our part. The email from the supervisor was sent on 1/20/23, not 2022. We did attempt to reach out to this consumer to work on a resolution. Unfortunately, if the consumer does not wish to respond, we are unable to work with him. The supervisor is still waiting on his response. However, if the consumer does not wish to respond, we have no option other that to consider this case resolved on our end.


    Consumer Response /* (4200, 15, 2023/02/06) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Like I said, several responses sent to Technical Support Supervisor- Fishing Systems & Performance Teams NAVICO GROUP. Last response was on 1-30-23 and a resolution was not offered.

  • Initial Complaint

    Date:08/31/2022

    Type:Product 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.
    I purchased a Lowrance Hook 2-9 for my boat on 8/11/2021. The product was not installed in my boat until mid-July 2022. The product has a 1 year warranty. I first contacted Lowrance on/about 8/1/2022 because the unit was not reading depth. The customer service rep told me that I had the transducer installed incorrectly (although I knew I had it installed properly). I ordered the parts for installing as the customer rep suggested. It still did not read depth. I called a couple more times after that and finally on 8/9/22 a customer service supervisor emailed me. On 8/10/22 I received a follow-up email from the customer service supervisor giving me a list of procedures to try on the unit to correct the problem. That same day I emailed the customer service rep back to let them know that the unit still did not read depth. After several other emails complaining that the unit still did not work, on 8/16/22, the customer service supervisor called me and told me that she was transferring my case to a 'higher level person' to handle. She transferred me to that person's phone but after holding for 30 minutes I hung up and emailed the customer service supervisor back and told her that no one ever answered the phone. On 8/17/22 I received an email from a Tech Support person asking me when would be a good time to call. I gave that person a 4 hour window that he could call me. I never received a phone call from him. I emailed the customer service supervisor on 8/19/22 and told her that I never got a call from the Tech Support person. On 8/22 I received a phone call from a Tech Support Lead Team member and she mailed me a new transducer. I received the transducer on 8/25/22 and installed it that same day. The unit still does not work. I emailed the Tech support Lead Team Member back on 8/25/22 and again on 8/29/22 with no response.

    Business Response

    Date: 12/05/2022

    Business Response /* (1000, 5, 2022/09/06) */
    I have reached out to this customer and replacing his unit under warranty. We consider this matter resolved.


    Consumer Response /* (3000, 7, 2022/09/07) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    The company has told me that they are sending me a replacement. But I have not received it yet. I have no reason to believe that the replacement has not been sent. But until I actually receive it I view the case as still open.


    Business Response /* (4000, 9, 2022/09/09) */
    The FedEx tracking number is XXXXXXXXXXXX and the package is scheduled for delivery on Monday, 9/19/22. At that time, the customer should also consider this matter resolved. We do understand why he wants to wait until he actually has possession of the unit before resolving this matter on his end.

  • Initial Complaint

    Date:08/15/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 ordered a Lowrance Hook Reveal 7x on 5.1.22 in the amount of $439.00 which was shipped in a timely fashion. Installed on my boat and realized it didn't have a map included. The advertisement stated in accepts C-Map and Navionic maps so I ordered a Navionics map for $160.00. It would not install. I sent Lowrance an email and they responded that this model doesn't have mapping. This is a simple case of false advertising. I have contacted them several times and offered a solution which included returning this model and paying the additional money for a unit with mapping. Lowrance has ignored all of my recent emails and had the nerve to send me a customer survey. I filled it out and explained my displeasure and ignored that too. This unit is useless to me as I need mapping.

    Business Response

    Date: 09/28/2022

    Business Response /* (1000, 5, 2022/08/16) */
    We have reached out to the consumer and came to a fair resolution. We do consider this matter resolved.


    Consumer Response /* (2000, 7, 2022/08/17) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Lowrance stood by their product and resolved the problem completely.

Navico Group is NOT a BBB Accredited Business.

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