Complaints

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

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  Mercury Marine

  W6250 W Pioneer Rd Fond du Lac, WI 54935-5636

• 

  Mercury Marine

  PO Box 1939 Fond du Lac, WI 54936-1939

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:06/25/2025

  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 have bought 3 big engine during the years 150 carb, xr2 150, 200 efi. Never had a compliant. I retired down size to a 16 ft. Bass tracker with 40hp merc. Bought it in2020 bass pro. Only has 106 hrs on it. I put and hr. Meter on when I bought it. Have to replace the lower pressure fuel pump already. Now the lower unit is making a knocking sound at idle in gear foward or reverse. Dissatisfied with merc. Read on line many have same problems. *******

  Business Response

  Date: 06/25/2025

  Mercury Marine warrants
  its products to be free of defects in material or workmanship for a set period.
  In the case of Mr. Gibbs' engine (serial number 1C568406), the warranty
  expired on February 7, 2023. In addition to the limited warranty, 1C568406 also
  had a Mercury Product Protection Gold extended service agreement. However, the
  extended service contract expired on February 7, 2025. Unfortunately, based on
  the expiration of the limited warranty and the extended service contract,
  Mercury cannot offer coverage for repairing Mr. Gibbs' 40 hp outboard engine. I
  hope he will understand our position on this matter. 

• Initial Complaint

  Date:05/20/2025

  Type:Product 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.

  To Whom It May Concern,I am writing to formally file a complaint regarding a serious safety and design issue with the Mercury Enertia propeller, specifically the 13.8" x 19P (or 20P) Right-Hand (RH) model.While using this propeller on a lake, it unexpectedly split in half during operation. As an engineer, I understand that the center hub is intentionally designed to fail first to prevent more catastrophic damage. However, the fact that the stainless steel propeller itself cracked completely in half is unacceptable and clearly indicates a significant design or manufacturing defect.This failure not only rendered my boat inoperable but also caused me to cut myself while changing the propeller on the water, creating an avoidable safety hazard. Stainless steel propellers should be durable enough to withstand normal use without catastrophic failure.I find this product failure to be a disgrace and a serious concern for any users safety and the overall reliability of Mercury Marine products.I am requesting a full investigation into this defect, a refund or replacement, and an acknowledgment of this design flaw to prevent future injuries or incidents.

  Business Response

  Date: 05/21/2025

  I'd like to review Braxton Jumper's complaint in more detail. Would it be possible to receive images of the failed propeller, a copy of the propeller's purchase receipt, and the serial number of the engine it was installed on?

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No, the prop was lost when we had to change it in the water after failing, luckily I had another. Not happy with Mercury.
  

  Engine serial: 0L657599

   

  
  
  Regards,
  
  Braxton Jumper

  Business Response

  Date: 05/21/2025

  Was the failed propeller original to the engine? If yes, based on the engine serial number, it would have been manufactured in 2000 or earlier and would be far outside of any active warranty. However, if the propeller was purchased more recently (within the past year or two) and a receipt can be provided, we'd be happy to review the issue further. 

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It was not original, it was installed in July of 2024. I have looked everywhere for the receipt and can not located it. 
  
  Regards,
  
  Braxton Jumper

  Business Response

  Date: 05/28/2025

  Unfortunately, without the proof of purchase or failed propeller, there's not much we can do to help. If you are able to find the proof of purchase, feel free to share it and we'll review the details further. 

• Initial Complaint

  Date:05/08/2025

  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.

  Bought 2022 Crest Tritoon w/ 150 Mercury engine in July 2022 from The Boat Warehouse in *********, **. Near the end of that Summer the engine "blew up" for the first time. We got the boat back in a few months and in less than 10 minutes, the engine "blew up" again. We tried one more time for a few weeks and that motor "blew up" too. They put on a new power head and we picked up the boat in Spring 2024 and probably haven't used it 10 hours yet. The boat engine just "blew up" again 2 weeks ago. The engine is still under Warranty but Mercury refuses to fix or pay for the engine. They are blaming it on fuel. However, every tank of gas came from our local ****** where everyone else gets gas without their motors blowing up. The current engine is only 1 year old. We have not been able to use our boat for an entire season since we bought it. The Mercury 150 obviously has some serious problems and there's no way that Mercury is not responsible for our engine.

  Business Response

  Date: 05/13/2025

  Mercury Marine sent a field representative to inspect ***** ********* engine. The damage he found was consistent with pre-ignition/detonation. Pre-ignition/detonation failures result most frequently from running an engine on poor quality fuel. Based on the damage, we opted to have a fuel sample tested to verify its quality. We sent the sample to SPL Laboratories who evaluated the fuel sample and noted that the Octane was 74 using the (R+M)/2 calculation method. The minimum octane level Mercury Marine specifies in the Owner's Manual for this engine is 87 using the (R+M)/2 calculation method. Based on our evaluation and the quality of the fuel the engine was running on Mercury Marine declined coverage of the repair as the failure was not consistent with a defect in materials or workmanship. Rather, it was consistent with poor fuel quality. 

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Our fuel has only been purchased at the local *******  Every boat docked at the ****** uses the same gas.  Its the only place to get it.  Not one other boat has had any engine issues while this is our 4th blown motor in 2 years.  The other 3 times werent fuel related. Mercury is using this to not replace a brand new motor from last February.  If this is not resolved, we have already contacted an attorney.  If it was fuel theres about 75 other boats that should be having the same problem. Also, the oil company supplies several other ******s near by & after talking to ******s, they have not had anyone with new engines blowing up.  Also, the ****** has a fuel analysis done every few months without problems. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:10/14/2024

  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.

  ********************************** purchase date January 7, 2021 in the amount of $2,670.06 from Bass Pro/Cabela's. First trolling motor worked perfect ( Serial number ************************** received recall notice under U.S. Federal Safety Act stating the anchor mode would have unintended behavior and unstable behavior can occur suddenly and without warning. This unintended behavior creates an opportunity for boat occupants to lose their balance and slip, trip, fall overboard and or impact nearby objects. Motorguide sent a letter stating they would give extra one year warranty if I would take trolling motor to authorized service center. I took trolling motor so they could do a software update to remedy the issues. When I got the trolling motor back and started having issues that I had never had before. To make a long story short I had to take the trolling motor back numerous times with no success. On April 23, 2022 they replaced the trolling motor (Serial number *********. The new trolling motor still had the same issues as the original trolling motor. Took trolling motor back to authorized service center and they were unable to fix it. I took it to the only other authorized service center within 50 miles of my home. They had the trolling motor for three months and when I got it back it still has the same issues. I'm 72 years old and wife is concerned with the unstable behavior of the trolling motor that I should not risk fishing. I have not been able to use the boat since September 2021. I requested a full refund for the cost of the trolling motor but they are unwilling to give me a refund. If this case goes to court I certainly will ask for additional expenses. The trolling motor was recalled by the US Federal Boat Safety Act. I have videos of the trolling motor malfunctioning.

  Business Response

  Date: 10/21/2024

  Thank you for the opportunity to respond to Mr. *********** concerns. Our records indicate that ****** Marine evaluated the motor in late September/early October. They contacted ********** support on 10/1/2024 and advised the motor operated correctly. They also noted that Mr. ********* requested a refund of the motor at that time. However, as the motor performed correctly with no issues, we advised a refund would not be offered. The warranty for Mr. ******************** trolling motor extends through January 12, 2025. If there is an issue with the motor due to a defect in materials or workmanship, MotorGuide will continue to stand behind the product and work through our dealer network to repair the motor. 

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]the guy at ****** marine thought he had motor fixed after 3 months of trying my son and i took it down put it in my son hit anchor mode and it took off 90 degrees sideways it almost threw him out if i back was up there i would have been overboard he got it stopped we trolled around for a little bit he hit anchor mode again and the foot pedal started going back and forth so i dont think it is fixed i bought the motor for the anchor mode i could have got a much cheaper model without it i have quit using it i have jumped through hoops for 3 years and they want me to take it  back to ****** who just had it for 3 months no my warranty runs out in january i think they are trying run my warranty out if you look at any pro fishermans boat even the ones sponsored by mercury they will have a mercury outboard but not a tour pro trolling motor because they dont work i have run motorguide trolling motors for 50 years and have had no issues until now so sad i wont buy or recomend y *********

  Business Response

  Date: 10/25/2024

  As noted previously, we are happy to stand behind the product per our warranty guidelines and work through our dealer network to resolve any outstanding issues with Mr. *********** trolling motor.

• Initial Complaint

  Date:09/16/2024

  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.

  I purchased a Motorguide Xi5 (36v) in November of last year. It would not hold a heading, and spot lock did not work right. Also, when tapping the remote to adjust left or right when in spot lock, it rapidly turns and goes the opposite direction. I tried the calibration, setting the mounting offset, updating via my NMEA connection, everything. Nothing would work, so I brought it to an authorized service center where they had it for 3 weeks. They said they replaced the *** module and the main board. None of this helped.When on the water yesterday, I was having all the same issues as before, so I attempted to recalibrate per the instructions and the head burned up. It was smoking, and apparently the motor now does not work at all because it will not even show it has power. The wiring to the motor from the boat is fine.I have already been down 3 weeks during fishing season, I get it back, and the first time on the water this happens. This is very discouraging. I built my entire system around ********, networked everything together, and purchased the cable to connect to my HDS Live units. I have had nothing but problems with this motor. All the same issues since day 1. I had the same unit in 24v on my last boat and it was perfect. I don't know what to do at this point. I don't have a box to return it anywhere and if I take it to that shop it will be weeks before I get it back and the last time it had everything internal replaced it didn't change anything at all. Very disappointed I spent over 2k on this.

  Business Response

  Date: 09/17/2024

  Thank you for forwarding this complaint. We're very sorry to hear of the issues Mr. ********** has experienced with his MotorGuide trolling motor and would like to try to make it right. I'd like to have one of our MotorGuide Support experts connect with Mr. ********** to help resolve his complaint. 

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  What is the goal as far as resolution? I would like my entire trolling motor replaced at this point. Getting it repaired, again, is not why I started a BBB complaint. It has already been repaired once and that did nothing to help my issues. 
  
  Regards,
  
  ******* **********

  Business Response

  Date: 09/18/2024

  Mr. *********** I'll have one of our MotorGuide support specialists reach out to you to discuss options to resolve your complaint. I believe we can come to an amicable resolution. 

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please call today or tomorrow. Once a resolution is reached I will close the case. 

  ************
  
  Regards,
  
  ******* **********

  Business Response

  Date: 10/03/2024

  We are working with an authorized dealer to replace the trolling motor with a new one. 

  Customer Answer

  Date: 10/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Once the new motor arrives and works as it should I will gladly close the case. 
  
  Regards,
  
  ******* **********

• Initial Complaint

  Date:08/12/2024

  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.

  I purchased a New Mercury Marine boat engine. Serial #******** Drive # 2a371581 and had it installed on 6/30/2020. The installer was ******** ********** a certified Mercury Marine installer.I had put approximately 35 hours of usage on the motor.I have done the proper oil changes and always check all fluid levels before I would leave the dock.On Saturday, June 29,2024, We took a boat ride from ******** (where I dock my boat) to **********, **. Upon my return trip my steering started to get more difficult. I was in the middle of my return trip and in the ocean with 3 foot seas. I was still able to steer the boat. about a couple miles into the problem I lost all steering and power. I positioned my 5 Guests so that I could get into the engine room. The Power Steering pulley came off the motor, punctured my thru hull wire, and fractured & disengaged the serpine belt that allows the entire engine to run. Thank God I was traveling with another boat. He towed me to a mooring, on an island which was close by. I unloaded my passengers to him and I called a towing compani that works in the water. Sea Tow. I took pictures and sent them to ******** ***** (the installer) They reached out to the Mercury ******** told the that I was out of warranty and would not cover the issue. I have owned other Mercury engines, asked other boat owners, and never had an issue where a pulley came off the motor. There was Certainly no user error or neglect.There was a default in the part or the installation of the part at the factory because the Installer did not put that part on seperately. I had owned the same Mercury engine for 20 years and never had any parts just come off.I had to clean up the mess in my Bilge, I had to remove all the broken arts and bring to ******** dealer. I purchased the new parts and installed them. I want Mercury Marine to pay me back for, AT A MINIMUM, the parts which was $1300.00 I received a motor with a defective part.

  Business Response

  Date: 08/12/2024

  Thank you for the opportunity to review this customer complaint. The warranty for ************************ engine expired on June 23, 2023. As such, this failure occurred approximately one year after the expiration of the warranty. However, if ******************** will email the receipts detailing his out-of-pocket repair costs to ************************************************************* (Attn: ************************* in the subject field) we'd be happy to review his request for reimbursement. 

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear belo

  Hi *******************.  Thank you for your quick response.  Included with my complaint I attached my original purchase bill,  But, also the bill for the parts that I had to purchase from your dealer.   It did not include any labor or additional money paid to the SeaTow employee.  Please let me know if you can open that attachment.  If not, I can send it to your email.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2024 new Tahoe T21 Boat with a new Mercury motor on it serial number ******** on 4 July. Took it out 5 Jul and was dead in the water 10 min after we launched due to a catastrophic engine failure. Took it back to the shop that day and it has been sitting there. Mercury is playing games with the service shop, meanwhile I am without a product I am paying for. They keep asking the shop for this test and then that test...It's a new motor and needs to be replaced. I contacted them and they tell me to work with my dealership. The customer service is junk just like this brand-new motor.

  Business Response

  Date: 08/09/2024

  Thank you for the opportunity to respond to this complaint. Our records indicate that a complete replacement engine was delivered to Shot's Marine on July 23, 2024. Mercury Marine believes this matter to be resolved. 

  Customer Answer

  Date: 08/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased an Alumacraft boat with a mercury marine pro Xs 115 motor vin: 3B298211 on May 15th 2024. Starting two weeks after purchase I noticed the smell of gas on the oil dipstick. Per the mercury manual it states if gas smell is noticed in oil bring to nearest service center immediately. I brought it to revolutions powersports in *********** ND. Where they diagnosed the problem in collaboration with mercury marine tech support. mercury stated replacing the fuel service manager would fix the problem. Revolutions ordered the part and replaced as directed. After taking the boat out the problem was much worse with the gas causing the oil to be overfilled by a substantial amount of which the mercury manual states to never overfill the oil in bold letters. The motor has been worked on for 3 weeks with no solution being found. I have voiced my concern regarding the motor being over filled and requested for mercury to extend the warranty by two years or replace the motor as per their manual overfilling may damage the motor. This is deeply concerning as I spent $36,000 for a new boat that I havent been able to use as it has been in the shop for a month and may have internal damage to the motor. Mercury is refusing to extend warranty or replace the motor. Of note the labor and part costs are nearing $4,000.00 with no definitive fix in sight. I have tried to work with customer service but have been ignored and was actually hung up on by Mercury Marine tech support. I can gladly further explain the situation via phone call if that helps. Thank you!

  Business Response

  Date: 07/12/2024

  **************** and I discussed his concerns on Wednesday, July 10. Prior to the call, our service dealer advised they had completed repairs, installed a propeller with a lower pitch to allow the engine to reach rated RPM, and sea trialed the boat successfully with no recurrence of the issue. I relayed this information to ****************. Additionally, to ensure there was no internal damage to the engine, Mercury agreed to cover the cost of two compression tests (one immediately and one in the fall prior to winterization) to verify the health of the engine. Additionally, as a goodwill gesture, Mercury extended the warranty of ******************** engine for one year. 

  Customer Answer

  Date: 07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  **** was great to work with you could tell he cared and wanted to resolve the situation as soon as possible. 
  
  Regards,
  
  Gage ******
  

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Recently we purchased a new boat Wellcraft 302 Fisherman powered by 2 new Mercury Verado 350. After delivery, we ran the boat for 20 hours and returned to Dealership (InterMarine) for first Service (allowed between 20 and 50 hours, but I decided to do as early as possible since boat production was 2023). After serviced, we took the boat and went to **********. On the way there and back everything was fine. No alarms or warnings on Mercury Vessel View. We came to ************************************************ where we keep our boat on June 15 and docked fine. I rinsed the boat with engines still upright as recommended by Mercury. Before leaving I tilted the engines all way up (Mercury allows for flushing in either vertical or tilted position) and flushed engines in sequence for about 12 minutes each. On June 21, I got a call from ****** to move the boat to a new slop asap. I came with my son and a friend, I lowered the engines, turned keys and attempted to start engines. Apparently Port engine did not start, but I missed that because the Star engine was up and running. When I tried to turn boat with Joystick, I realized I was running on one engine. I tried to start Port engine 3 times, it was rotating by starter but not starting, no error or warning messages appeared. I made it on one engine to a new slip, docked, tilted and flushed the engines and immediately called the Dealers Maintenance. Their Tech came on Tuesday June 25, asked if there were any messages on Vessel View, and after I reported none and he connected diagnostics computer, he attempted to start. Engine started, worked for about 7-10 seconds and stopped (jammed). Later he found water in intake. Mercury denies Warranty claim filed by InterMarine. They try to tell there is no manufacturer defects. At the same time they tell I did nothing wrong. The fact is they want me to pay for 25+k repairs while to me it is absolutely their fault since I did nothing wrong, while they failed to install adequate engine protection.

  Business Response

  Date: 07/11/2024

  Thank you for providing us the opportunity to review and respond to this case. Per our case notes, a Mercury representative spoke with ******************** on July 8th. The representative reviewed the findings and Mercury's position. ******************** disagreed with the findings. The Mercury Representative agreed to escalate ************************ position to his supervisor. Based on the escalation, Mercury's Field Representative is currently working through Intermarine to schedule a visit to review the findings with Intermarine and ******************** in person the week of July 15th. Mercury requests that Mr. ******** contact Intermarine to confirm he can attend the meeting in person. 

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After receiving information from Mercury Marine (****) about putting on hold contacting my ***************** in view of escalation and coming visit of another Mercury Tech, I confirmed my availability and provided my schedule. Up to the moment InterMarine has not come back with dates/time. However, as far as I understand, it is not a Tech visit that could bring any light to causes of Mercury engine to blow up, but its removal, disassembly and thorough investigation. So, at this point, unless Mercury confirm they accept Warranty Claim and will promptly replace or repair their defective engine, I cannot confirm any resolution to the matter.

  Here are some questions that I would require answers from Mercury to so that I can further decide how to handle this situation.
  1. What exactly was the reason for water getting into intake of just the Port engine while both engines were working in same conditions?
  2. Is it possible that this water has been accumulating over the time? Engines were manufactured in 2023 but we purchased in April 2024 and took delivery only in May 2024.
  3. What is Mercury design for protecting engines from water intrusion?
  4. Do they have any sensors that would trigger alarms and prevent engines from starting (same as exist for oil, cooling system, etc.)?
  5. Why the Port engine started and got blocked? When it did not start, I tried only a few times and immediately called for Service. Under my supervision it was still alive, and was blocked only when a Tech trained by Mercury came.
  6. Does Mercury have any procedures their train their Techs with to trace problem of water intrusion before attempting to start engine or is it a normal procedure in case engine does not show any alarms or warnings?
  7. Why in Operating Manual there is even no mention of potential water intrusion in troubleshooting after engine fails to start?
  8. Does Mercury consider me as owner and operator to fail at any procedures, maintenance, etc? If so, please specify and explain exactly, also present proofs for such conclusions if any.
  9. How Mercury can guarantee that same or similar problem will not re-occur on the engine after it is repaired?
  10. Why Mercury suggests only one form of repairs - the most expensive one - replacement of complete block, without even opening the engine for inspection and identification of scale of damage? It started when Tech came and worked for only about 5 seconds, this is not a sufficient time for substantial damage. Most likely problem can be with 1 or 2 cylinders that can be repaired?
  11. How exactly Mercury comes to the conclusions that this is not a Warranty case? Can they indicate exactly in Warranty Manual?
  12. How often, on what % of engines water intrusion problems have appeared in last 5 years? In what % of such cases this lead to complete damage of engine and replacement of the whole block?
  13. What jobs are to be performed at ***** hours first service? Would this service have detected any water in intake or is it just oil change?
  14. Does Mercury have a mandatory requirement to purchase and install engine covers after each use? 
  15. What exactly does Mercury do to inform new engine owners about possible permanent damages caused to engines by unidentified water intrusion?
  16. How much costs a water or humidity sensor and its connection to Mercury Verado engine safety system?
  17. Was installation of such sensors ever considered? If not - why? If was considered but rejected - why?
  18. Will Mercury plan to issue any Service Bulletins to address this issue?
  This is not the complete list of questions, but so far the most important to get answers from Mercury. I would like to ask you to share this list with Mercury so that they come prepared, not just to tell again it was Act of God or Act of Nature or alike.
  Please also inform them that it is not their engine failure, but specifically Mercury reaction and unwillingness to accept this as manufacturer defect and thus a warranty case, that led to worsening  of my certain conditions along with loss of use of the recently purchased boat with new engines that have only 14 hours after 20-hours first service (that I did well before the allowed maximum of ************************************************************** use for a long time (and thus accepted certain financial loss of 30 hours). We also lost our sons vacations since main purpose of purchasing this boat before summer, were the plans for extensive use (*******, Keys, Okeechobee-***************-********-***** route, etc.) Instead of all this we had to send our kid to summer camps that he doesnt enjoy much, while I have to deal with very strong depression and other conditions. 
  
  We are still suggesting Mercury to amicably solve this situation and best replace or at least repair the engine solely at their own expense under Earranty Agreement. We would be ready to sign release from any further legal claims that we are ready to file and that will finally lead for Mercury to much bigger losses than replacement of their faulty engine. 

   
  Regards,
  *****************************

• Initial Complaint

  Date:07/03/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  4/26/24 is the date of first interaction with Mercury Marine by authorized dealer Marine *** in order to get guidance on repair issue for the starboard motor that will not start. Issue was not resolved 5/10/24 is the 2nd date of contact with Mercury Marine by authorized dealer Marine *** in order to get guidance on repair issue for the starboard motor that will not start. Issue was not resolved.Authorized dealer's service Manager "*********************" has made numerous calls to Mercury Marine for next steps in repair but Mercury Marine will not answer. "******" the only service technician who specializes in these engines (Diesel TDI) and has been working with Marine *** has not returned any of the dealer calls and I the yacht owner myself have called Mercury as well explaining the situation to whoever answers the phone. ****** is never available and they all tell me they will pass on the message to him but he refuses to assist us in resolving the matter.These engines are approx. $45K each and Mercury is supposed to assist. A PDI (Pre Delivery Inspection) was done and I am registered with them. I am hoping Mercury can resolve my issue and no further escalation is required.The dealer "Marine ***" technicians report of attempted troubleshooting is attached. On both dates ****** was the Mercury technician, on the phone with the dealer walking them thru potential fixes. The support from Mercury for these engines is little to non. In ******* the main service dealer that worked these engines for me was Sun Power Diesel. They no longer service these engines citing "NO SUPPORT" from Mercury. There are only 2 dealers in the state of FL that will work on these engines, Marine *** being one of them

  Business Response

  Date: 07/11/2024

  Mercury Marine is committed to providing exceptional customer service, including supporting the repair of our products through our Authorized Dealer Network. I apologize for the repair delays associated with this boat and for the breakdown in communication between MarineMax Miami and our Dealer Support Team. Mercury will re-engage with MarineMax and work quickly to help resolve the issues with this boat. 

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While Mercury has initiated contact with the dealer, the issue still remains, the boat has not been fixed. Many hours have been spent going back and forth with Mercury that the dealer is billing me for. I am responsible for $5000.00 so far and the issue still has not been fixed. Mercury sent the dealer a test SIM module which did not resolve the issue and now states that it could be another component which was never bought up to the dealer before resulting in excessive hours spent and excessive billing to me.  

  
  Regards,
  
  *******************