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:07/27/2022

  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 purchased a new 2022 sea doo GTX Limited from this dealer on July 8 ******************************** advance. Upon picking up the unit I did not notice there was multiple issues with the unit and the trailer it was on, for example the trailer was not assembled correctly, the front strap unit was faulty and did not lock the unit down on the trailer properly making my 120 mile drive home very risky, and upon arriving home I had to disassemble and reassemble the trailer hitch unit to make it safe. As for the Sea Doo itself, the unit is missing vital functions, the idf controller, and the display screen is not assembled correctly and keeps falling out at sea. I have notified my sales person and the owner of the company dozens of times but they are non responsive or caring.

  Business Response

  Date: 08/19/2022

  BBB,
  
  Regarding complaint ID ********, from ***************************** concerning his purchase of a 2022 Seadoo GTX Limited.
  First, I should explain the Worldwide Supply Chain situation.  Since COVID the Supply Chain has been severely affected and it is not even close to business as usual for any manufacturer or business.  The supply chain issues have caused severe shortages for many products, from lawn mowers to automobiles and everything in between.  Not all, but most of the shortages are due to electronics (anything that has a computer chip in it).
  Consequently, these shortages have caused many months delays for dealers to receive product.  In the case of Seadoo PWCs, dealers are allocated fewer units than we have requested, and theyre arriving several months late.  Consequently, this has changed the retail environment and customers are ordering as much as a year in advance for some products.
  Some product is shipped missing components due to the previously mentioned Supply Chain shortages.  Most of these missing components are electrical components.  In the case of any component that theres a shortage of these components are  controlled  by the manufacturer.   This means that the dealer cant order these products the manufacturer controls when and how many are distributed to dealers.  Any unit with missing components, cannot be sold until we receive (from the manufacturer) and install the missing components.
  Now, back to this complaint (ID # ******** from *****************************).  We are a little surprised at this complaint.  Prior to receiving this BBB Complaint, we had communicated several times by phone and by text.  I (owner) spoke to ******* on the phone when he called initially to inform us of the problems.  I assured him that we would figure out the problems and get them fixed.  The salesman that he was working with was out of the office that day, but I let ******* know his salesman would call him back the next day which he did.  The salesman spoke to ******* a total of 4 times on the phone and texted a few times.  The texts were primarily to get pictures of the effected part that needed to be fixed.  Since ******* lives 3 hours away, the text pictures were very helpful in determining the problem.  The faulty Seadoo part is one of the parts considered a controlled part (because theres a shortage of this part), so we cant order normally but we notified Seadoo and they have sent us a replacement part.  
  Regarding the trailer.  The manufacturer assembles the trailers prior to delivering to dealers.  Dealers adjust the bunks to accommodate the specific PWC that is going to be placed on the trailer.  After ******* told us about the issue with the trailer, we contacted our supplier and they determined a recall for the part was necessary.  We now have that replacement part as well.
  At this point ***************** has been working with him to determine a date when he can bring the Seadoo and trailer back in for us to repair. 
  
  *****
  DogHouse Motorsports