Complaints

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• Initial Complaint

  Date:01/16/2024

  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.

  On 8-22-22, I purchased a new 25 hp ****** with a 3 yr warranty from Powerhouse Marine. In May of 23, it began malfunctioning by misfiring and firing on only 1 of 2 cylinders . It would shake violently and run less than quarter speed. I took it back to Powerhouse and told them it was still malfunctioning and it had to run it at least ***** mins before the misfiring started. They called me back and said it ran fine and to come and pick it up. I ran it the next day and had the same malfunction. I took it back, they kept my motor and tried several new parts over the next 3-4 MONTHS. I called almost weekly and Powerhouse said they were still trying to figure it out After a month, I asked them to get a tech from ****** as it was obvious they had no idea what was wrong. Powerhouse said when they called ****** Corp. they were told try another part or adjustment.I told Powerhouse that I was very frustrated and needed my motor. Finally in Sept, a tech from ****** did come. The tech said it ran fine and there was nothing they could do.I took it home and it ran for about 6 weeks until Nov when it started malfunctioning again. I called ****** Corp.and they said to take it to Holmen Marine. Holmen Marine fixed the motor in about 2 wks by installing a pulsar coil. During the time my motor was at Powerhouse, I called ****** Corp. approximately 7 times to complain about Powerhouse and was told they would take care of it. I also explained to Powerhouse frequently that I am 74, an avid fisherman and duck hunter, and not having my motor was causing my anxiety and military related stress disorder to flare. I want Powerhouse to refund the purchase price that I paid for the motor that they were unable to fix and to take the motor back as it was still under warranty. This has caused extreme stress for me and ruined an entire fishing and hunting season and is unacceptable. I believe that Powerhouse did not put forth reasonaable effort in a reasonable amount of time to ************.

  

  Business Response

  Date: 02/05/2024

  From the notes that the customer made are correct except that Powerhouse marine was never informed by the customer, the field technician rep, or the ****** factory that the motor was to be brought to another dealer to have repaired.
  When we initially took the motor for a water test, our tech could NOT get the motor to fail. When we ran into roadblocks, where we could not find an issue, we DID contact ****** tech service to get help on repairing the motor, gave them the issue the customer was having. We went off of the advice of the factory technicians from ****** to try to get the issue solved.The way ****** handles these situations are that we hook a computer up to the motor,run a diagnostic report, report it back to ****** service and then go from there. Then after ALL avenues are exhausted where the technicians at the factory are unable to help, that is when and ONLY when a field tech rep will come in and take a look at the motor. Which the request was made. The first field rep that came in went over the motor completely, testing all electrical and ignition components. Per ******* all tests fell into the factory specs of the motor. The first field rep even took it for a water test and said everything checked out and all was good. The customer picked up the boat / motor and went to use it, again the customer called and said the motor still isnt running correctly. I immediately contacted the first field rep and advised him of the issue. I was told that he was at the factory and would not be able to make it,so he contacted another field rep to come in to take a look at the motor. The second technical rep again went thru the electrical and ignition system,checking out the diagnostics that was printed out, even hooked up his computer to have the motor checked out. Took the boat / motor for a water test. Again,******* could not find any issues with the motor. I even called the customer in to talk with ******* from ******. The customer and the field rep actually went on a water test together. The customer took the boat / motor with him.
  I got a call from the customer in November that the issue is still there, and he may contact an attorney on this matter. He told me that he contacted the factory and was told that he would get a call back, which he claims he never did. I sent my field rep an email requesting that someone from ****** give him a call back. ******* emailed asking for the person and phone number of who he contacted. I supplied the info to my rep again requesting that ****** call him. I was told that someone from ****** would call the customer.  I advised the customer that if he does contact an attorney that all communications between us and him, and more and likely between him and the factory will cease. All would need to go thru the attorney. That would be the last communication Powerhouse marine had with the customer.
  
  If the factory tech that Powerhouse marine talks to does his job correctly, they are to make comments under the serial number in their system for reference.
  We followed the proper protocol per ******s operating practices
  I have emails and text messages between Powerhouse Marine and the customer and Powerhouse Marine and the ****** rep.