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:05/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently bought. A 4 horse Mercury outboard 4 stroke.58 days after purchase with only 5 hours of use the motor dies. I have been waiting almost 3 weeks for a resolve. It is unacceptable and the motor needs to be fully replaced as soon as possible

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My boat was repowered in June by a certified dealer taking delivery of 2 brand new 225 v6 outboard engines. Mercury had several issues with the smart craft connect module and graciously replaced under warranty over the remaining summer months of 2022. Fast forward to October of 2022 when it was time to winterize the boat, I serviced both outboard engines. When the prop was removed from the portside engine to drain the oil and refill with clean oil per 100 hr or end of season maintenance schedule the oil was notably milky indicating water ingress. I informed ***************** (repower center) of the issue and unfortunately there was no availability to take on the work till June 2023.Fast forward to May 2023, Harbsorside ****** another certified dealer was able to take on the work as my boat was there for other work. They submitted a claim to address the issue which was summarily denied coverage for the issue. The marine center took off the lower unit, pressure tested it and found that it held pressure. They reassembled the lower unit, however, noted a missing water pickup tube. Today 5/10/23 I received an invoice totaling $1595.44 for the work completed. At no point did I touch the lower unit causing water to contaminate the oil. How should I be responsible for an issue not caused by myself, which was possibly human error on the part of Atlantic or Mercury?Water in oil after 1 season of use is not the responsibility of the owner to pay for. This is a concern Mercury should address and hold harmless the customer. I did not at any time touch the drain and fill plugs or miss the installation of a water tube inside of the engine leg. Resolution should be full coverage of this invoice and held harmless.

• Initial Complaint

  Date:01/20/2023

  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.

  In late October I asked my Mercury dealer (******** Marine) to inspect for oil leaking out by my lower unit. They pressure checked lower unit, changed lower unit lube, and water pump. I ran it again and still had some oil leakage at lower unit so I asked them to further investigate. They found the Lower Crankshaft End Cap seals were leaking and oil was running down driveshaft. They believed my PLATINUM WARRANTY would cover this and replaced the seals which means they have to pull the Power Head which means they would have to replace the Base gasket also. Work was completed (12-02-22) and subsequently denied (12-08-22) by Mercury MPP plan. They say they don't have to cover because it falls under Normal Wear and Tear exclusion even after Customer Relations at ********************** told me that should I fail to replace their inferior seals on my crankshaft and my crankshaft itself would fail because of the leaky seal I would bare the responsibility of all the costs. Even though the next sentence says "Minor loss of fluids is not a mechanical breakdown" Come on! I get it that a Motor engine cover rubber seal/gasket or many other examples may not warrant coverage but when a Mercury Certified Mechanic can't believe it's not covered there's somebody using words to their advantage. I would also like to add that I requested what they, at Mercury call to escalate my call (on 1-19-23) at the Warranty ******************** to a Supervisor. On 1-20-23 I received a call from a woman who asked me if I was the person requesting a call back from a supervisor. I said "Yes I am" and it proceeded downhill from there. I felt her tone of voice was out of line and was disrespectful. Her shortness of the conversation and lack of interest in the issue I have made me angry. It fell short of Mercury's "We stand behind our products" and "Never let down the customer" and many other quotes on their website! Then she just told me to enjoy the rest of my weekend and I guess our conversation was over. Real nice!

  Business Response

  Date: 02/17/2023

  *************** to complaint #********, submitted by ***********************************, regarding his 250-horsepower engine. I appreciate the opportunity to respond to his concerns.

   

  Our *************************** had the opportunity to speak to ************************ to explain the limitations of his Mercury Product Protection contract on January 19, 2023. The contract provisions exclude coverage of all seals, gaskets, plastics, or rubber components within the contract period. For this reason, the claim submitted by Mr. *********** dealer was rightfully denied by our ******************** We are sincerely sorry to disappoint ************************ by adhering to the contract and also apologize on behalf of his dealer, who assumed coverage prior to submitting the claim. Unfortunately, the denial of this repair stands, as the failure does not meet the contract guidelines.

   

  We hope to receive Mr. *********** understanding in this matter. Should he have any additional questions, we ask that he contact our ***************************.

   

  Sincerely,

   

  Customer Answer

  Date: 02/22/2023

  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.
  
  Regards,   
  
  *******************************

• Initial Complaint

  Date:11/07/2022

  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 new a 2021 250 Mercury Pro XS outboard. This motor has approximately 54 hours on it currently, on July 2022 while fishing an event my motor stopped running and upon inspection I found that the alternator belt had broke. I was able to order another belt and installed it. I took the motor back out and the belt broke a second time. I went to a mercury dealer and had him look at the motor to see what the issue was causing the belts to break, he said that the Fly wheel was bad on it and covered by manufacture warranty. The dealer said that the flywheel was no longer available and there was a replacement flywheel kit that was needed part 8M0183802 and that this was on back order that was in July, I have waited and missed the better half of a season for a backordered part. I know they are still selling these motors with the very same part I need. I understand that they need to make money, but they also need to provide service after the sale. Mercury needs to step up and take care of the customers who have already spent the money for their products. I see my warranty not being worth much more then the paper its written on.

  Business Response

  Date: 12/06/2022

  Mercury Marine has researched this complaint, and has found that the part was shipped to the dealer several weeks ago. The dealer has been made aware of the consumer's complaint filed with the BBB, and has indicated they will contact the consumer to schedule the repair. We sincerely apologize to the consumer for the frustration caused by the repair delay. 

  Customer Answer

  Date: 12/07/2022

  [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:10/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ordered a new bass boat with a Mercury Pro XS 250 4 stroke in January 2022. I took delivery of the new boat the first week of May 2022. Since day 1 the mercury has had a malfunctioned part which was turned in to warranty for them to replace. This is October and they are telling me it will be February 2023 before I can get the part. Meanwhile I paid 23k+ for the motor and I can't not use it as it should. This is unacceptable for a company of this magnitude to sell a product that cost so much and after they get your money they put you on the back burner.

• Initial Complaint

  Date:10/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 new Beneteau 2021 with 2 300 hp Mercury Varado engines , the trim failed on one engine 2 month ago ( the engine have 86 hours of use ) My boat has been sitting at the dealer for the past 2 month awaiting parts. Mercury is not giving any time frame for the parts to get here, there is complete lack of visibility and total carelessness

• Initial Complaint

  Date:09/30/2022

  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 bought a new boat in 2019 it has a mercury 200 pro xs it has 38 hours on the motor now my dealership says the shift actuator is out . I reached out to mercury and talked with them about the recall on 2019 shift actuator they are no help very disappointed this is my 3rd new mercury motor and my last.

  Customer Answer

  Date: 10/07/2022

  mercury has fixed the problem thanks *******

• Initial Complaint

  Date:09/12/2022

  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.

  Bought a New ******** with a Mercury 225 HP Motor. Its has a warranty for 6 years. This June my shift actuator went bad. Boat has been sitting for almost 4 months now waiting on parts. Called Mercury's customers service and they gave me a run around sorry about your luck. I bought a new boat with a warranty because I was sick of missing bass tournaments due to break downs. Now that I have a warranty my boat has sat around waiting to be fixed longer than ever. So I lost all summer fishing and who knows how many months of warranty on my motor because if could sit for months until being fixed. Potentially losing many months or a whole year of warranty sitting in a shop waiting to be fixed. Not very happy after spending many thousands on their product with no answers in sight and making monthly payments on a product I can't use.

  Business Response

  Date: 10/08/2022

  We sincerely apologize for the delay ****************** experienced with his engine repair. The part required to complete the repair was on backorder but was delivered to his servicing dealer on September 28, 2022. The dealer has confirmed that ********************** engine repair has been completed. 

  Customer Answer

  Date: 10/10/2022

  [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:09/03/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On May 28, 2021, I purchased a trolling motor from BBG Marine Electronics. On June 2, 2022 I attempted to complete the software update that was mandatory for a recall for the unit, upon doing so the unit locked up and was no longer able to be used. Upon contacting Motorguide/Mercury, I was told there were issues with "some" of the updaters and I would have to take the unit to a warranty service center to be fixed and I have done so on July 9. My boat has been sitting at that dealer waiting on an "updater" from Motorguide/Mercury since that time and the updater is not in stock and there is no ETA as to when it will BE in stock. The replacement of control board of the unit will resolve the issue instantly, but I am told that Motorguide/Mercury wants to TRY and see if the updater will fix the software issue, but there is no guarantee that it will and if it doesn't I'm forced to wait even longer for the next "fix" they want to "try". With no arrival date in sight, I am forced to wait for a part that *** never come when there is a perfectly good solution to resolve the issue. In fact, there are several ways this issue can be resolved. Replace the control board, replace the unit, or refund my money. I paid you $2,500 for a trolling motor that is dead an useless. This issue needs to be resolved expeditiously.

• Initial Complaint

  Date:08/28/2022

  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.

  New engine actuator failure with 56 hours. Engine failed and will not start 4th of July. Took boat/engine to dealer and it was promised in August. They are now saying September which I do not believe.I am sure they are shipping new engines with this part but have no interest in taking care of a past customer.This was my first ********************** Outboard and will be my last.

  Business Response

  Date: 09/19/2022

  I have called the dealership and they stated the engine was repaired, tested good, and returned to ******************** on September 7^th.