Complaints

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new Trak 2.0 boat in October 2023 from an outfitter. Trak ***resentative told me on November 9th, in writing, that the warranty would be transferred to me. I contacted the company several times between November 2023 and March 2024 regarding problems with boat. Was told on March 24 that the boat needed new skin and frame ***lacement and that I could choose any color I wanted to be delivered when they received their July shipment. On July 9 I contacted company *** on cell phone number he had provided and was told that they ran out of boats and would only be able to honor the warranty in September or maybe November 2024. On Wednesday August 7 company contact me to say that they would not honor warranty and were angry that I had left unfavorable reviews online. I am asking for the warranty to be honored with a new (not used) ***lacement skin and bow frame (blue poles).

  Business response

  15/08/2024

  TRAK Outdoors Ltd sold these kayaks to our customer in ****** back in 2022 for use as a fleet in their kayaking operation in ******. The purchase of this kayak by ******************************* was a private purchase between her and SEAK Alaska (owner ***************************). The kayak has never been registered with TRAK Outdoors Ltd, as per our Warranty Policy attached. 
  We always endeavour to support TRAK kayak owners, and sometimes do transfer warranties between the original customer and the new purchaser, when registered, and when the new customer is acting in good faith. In this instance, TRAK employee ************************* had met ******************************* and her son at a TRAK customer event on the water in early 2023 (in *********), and gave her great service to help her with the build (set-up / assembly) of her folding kayak, and then again at an event in ******** 
  As both of their attitudes were quite positive leaving that event, we seemed fairly well resolved. Early in 2024, two TRAK employees met ***** in ******* and again - we were pleased to see her great attitude in joining the small event that we hosted. ***** pointed out an issue with a frame, which ************************* swapped out on-location for a replacement - no questions asked, on good faith. We did note that one of her skins is indeed tight for closure, but it is evident that the skin is usable based on our previous experience in *********. *****'s offer to exchange her skin, again, was made in completely good faith and in favor of her as a user of our products - not within the explicit relationship between manufacturer and customer, as her TRAK kayak is not registered for warranty, as per our policy.
  
  Regarding replacing the skin - ***** is in no way entitled to a brand new kayak skin as a replacement, as she does not qualify as warranty registered. TRAK has offered a suitable used skin in good faith, but there are not currently any available until later in 2024 when our own needs have been satisfied.
  
  

  Business response

  15/08/2024

  Tell us why here...TRAK Outdoors Ltd sold these kayaks to our customer in ****** back in 2022 for use as a fleet in their kayaking operation in ******. The purchase of this kayak by ******************************* was a private purchase between her and SEAK Alaska (owner ***************************). The kayak has never been registered with TRAK Outdoors Ltd, as per our Warranty Policy attached. 
  We always endeavour to support TRAK kayak owners, and sometimes do transfer warranties between the original customer and the new purchaser, when registered, and when the new customer is acting in good faith. In this instance, TRAK employee ************************* had met ******************************* and her son at a TRAK customer event on the water in early 2023 (in *********), and gave her great service to help her with the build (set-up / assembly) of her folding kayak, and then again at an event in ******** 
  As both of their attitudes were quite positive leaving that event, we seemed fairly well resolved. Early in 2024, two TRAK employees met ***** in ******* and again - we were pleased to see her great attitude in joining the small event that we hosted. ***** pointed out an issue with a frame, which ************************* swapped out on-location for a replacement - no questions asked, on good faith. We did note that one of her skins is indeed tight for closure, but it is evident that the skin is usable based on our previous experience in *********. *****'s offer to exchange her skin, again, was made in completely good faith and in favor of her as a user of our products - not within the explicit relationship between manufacturer and customer, as her TRAK kayak is not registered for warranty, as per our policy.
  
  Regarding replacing the skin - ***** is in no way entitled to a brand new kayak skin as a replacement, as she does not qualify as warranty registered. TRAK has offered a suitable used skin in good faith, but there are not currently any available until later in 2024 when our own needs have been satisfied.

  Customer response

  20/08/2024

   
  Complaint: 22109143
  
  I am rejecting this response because:

  
  1. On November 19 2023, *********************** stated in writing that he would transfer the warranty from Alaskan Outfitter *************************** to me. ********** confirmed to ***** that the boats were brand new and still wrapped in plastic.
  
  
  2. Trak warranty policy states that the warranty is good for 5 years, which means there is plenty of time left on the warranty. In addition, I made Trak aware of the issues with the boat in November 2023 and they have delayed providing warranty replacements. 
  
  
  3. After the Vancouver event, the poles continued to pop out of the bearings. In addition ***** had whacked the poles with a rubber mallet to make them fit together. The crumpets from the poles were stuck. I informed ***** that this continued to be a problem and he asked me to bring the boat to the Seattle event for evaluation. At that point he conceded that I needed a new bow frame (blue poles) and a new skin. In tis words the boat should never have passed Trak quality control. He said I could have a new boat in any color that I wanted off the July shipment. In July he stated over text that warranty parts would need to wait until the fall. He stated multiple time in writing that these were new warranty parts.
  
  
  4.***** started arguing that I had no warranty after I left a negative review of the boat online. He stated he would have provided the new boat if I had not done that and also stated that he would be willing to service the boat for a new buyer. ***** claim that a negative customer review voids a warranty is clearly an attempt to intimidate and bully me.  I purchased a brand new boat and so far I have been provided with old used, scratched up poles from one of their demo boats and no replacement skin. In no way could the poles even be considered refurbished as he pulled them off a boat he was letting potential customers try.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  31/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Misleading fulfillment of product that is now delayed for over a year and continues to be delayed for another 4 months at minimum. Several employee members of the company relayed severely inaccurate estimates on fulfillment that the company cannot live up to. Several complaints have been made by many customers at this point, some having have to wait for over two years to get the product they ordered.

  Business response

  18/09/2023

  We have experienced delays in deliveries since the ripple effects of COVID and supply chain issues in 2022 and first half of 2023. We have shipped and delivered kayaks up to June 30, 2021 pre-orders. ************************* pre-order (#****) placed September 24, 2021 is now #** on our "next **" in backlog, and expected to be delivered by December 2023. We have offered monthly updates on our platform by going to ********************************************************* and giving first name and email address used when the order was placed. We apologize for the impact these delays have had, and look forward to delivering the kayak to *****

   

• Initial Complaint

  12/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased two kayaks in ******** 2021 for in excess of $****** The kayaks have never been delivered. I made dozens of efforts over the past two year to contact the company regarding nondelivery. Initially the company represented that delivery had been delayed a half year. for the last year the company has simply ceased responding to all efforts at communication. A company is engaged in unfair and deceptive business practices when it entices customers to pay for kayaks in advance representing that it has the capacity to deliver within a few months, when in fact, it had no capacity to manufacture or deliver the kayaks, keeps the consumers' money, never makes delivery and then ceases all communication. Only recourse for the consumer is litigation against the corporate officers who authorised or ratified the deceptive practices of the company and against the company to enjoin its continuing unlawful practices.

  Customer response

  13/06/2023

  My last communication with the company prior to filing the complaint with the BBB was in the ****** of 2023, when I demanding refund.   Between then and the filing of the complaint I made numerous efforts to contact the company through emails and its website, but without success.

   

   

• Initial Complaint

  17/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a preorder kayak in july 2020 which was supposed to be delivered in spring 2021 then in spring 2022 then late 2022 and it is now april 2023. They did have on their web site at the time of ordering that they had a 2 year guarantee for delivery with a full refund which has since been removed, i have yet to receive a full invoice even though i have paid in full through 2 email transfer each for half of the total and asked repeatedly for an updated one with my correct postal code they keep pushing the dates back with little to no communication its only when i ask what *** **** is going on they respond i have all the emails and can prove I paid them in full all i really want at this point is my money back as they have yet to deliver and * **** **** * **** **** ******* *** if I wait too long before filing maybe it will be too late and im out over ******

• Initial Complaint

  22/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Trak 2.0 kayak on March 11, 2021. The purchase price of $3199 was debited from my bank account shortly after. I understood at the time that it might be a year or so before the kayak was delivered. It's now a year and a half, and every time I try to get an update from Trak or from the founder, ***************************, as to when I might expect the kayak to be delivered, I receive no response whatsoever. I am not demanding that it show up at any specific date; merely that **** inform me as to when it is likely to be delivered. I receive no response from the online contact site, nor any response from *****. I am beyond frustrated!I would like to know when this kayak is likely to be delivered, and if it is still years in the future, to cancel my order and receive my money back with interest.

  Business response

  02/09/2022

  I have responded to this customer on August 21st. See ********.

  We have been in communication with these customers. We sent an update and notice of delay back in May 2022. It is difficult to keep up with the individual communication, but we do the best we can. The supply chain situation has been a big challenge to overcome. 

  Customer response

  06/09/2022

  
  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.
  
  Sincerely,
  
  **** L* ******

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, this complaint is in regards to significantly delayed delivery of product (over 2.5 years), refusal to refund deposit and poor customer service.Dec 2019 - I gave a deposit of $2415.00 CDN with a summertime delivery promise and policy at the time of *** 10 month delivery.2020 - requested a return of deposit and was refused after many ignored emails and chasing down Trak staff for an answer.June 2022 - sent an email and follow up on messenger and IG, requesting a refund (NO RESPONSE TO DATE) given the extremely unreasonable wait and multiple passed delivery date promises. (Most recently We expect to be able to ship you your kayak in June promiseyet another passed delivery promise.There are supposedly many others on long waits for delivery of a kayak so I will happily give up my spot in the que to get my refund back. Even with the pandemic, over two and a half years is way beyond a reasonable wait and justifiable to expect a return of deposit.Given all the above and fact that I work in the seal kayak guiding and instructing industry I have had to buy a different kayak in the meantime and have NO INTEREST in this boat and the likely EMPTY PROMISES of deliveries.Return my deposit and pass my boat on to another eager customer waiting in line.

*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. ↩