ComplaintsforBay Marine

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  picked up May 24 long weekend our 18' 2000 invader in 1 weekend had to return 2 times due to: water in behind ignition ( shorted it)- boat was starting on its own. ( found out wasn't wrapped correctly in the winter by Bay Marine and water got in. ( electrical fire concern) ruined battery leaking gear lube less then 6 weeks after picking up we now have LARGE AMOUNTS of water coming into boat from base. we have been advised we have to fix: bellows kit 9 there are tears in it) fuel gage oil change (spewing black smoke now- never done) gimbel bearing needs to be replaced Advised by a expert on the boat that we could NOT have done this in the short period of time we have had the boat- done over time. Bay Marine did NOTHING before selling to us at COVID premium pricing. And now thousands of dollars in repairs- I don't trust them to know what they are doing at this point. It is like buying a second hand car drive it off the lot and bring it back every weekend for a month from buying it with problems. We purchased from what we thought was a reputable boat retailer at a premium price thinking they are the only ones that have touched it etc- we could have paid a MUCH better price privately. If i am paying at a premium I expect the least they could do is have their mechanics check it.

  Business response

  07/07/2022

  This comes as a complete surprise to us. We (both owners) are completely unaware of any of these issues. We last spoke with ***** **** on May 28th, when she picked the boat up. We checked our service records and the boat was not brought in for assessment on the current claims. The only issue we were aware of was this first issue at initial water test, in which we rectified immediately and the customer left happy. 

  Had she of reached out with the above stated concerns we would have most definitely requested that she bring the boat in immediately so assess these claims. If repairs were required, we would have worked with the customer to resolve them, especially if they were existing prior to purchase.  We stand behind our product and service, but must be made aware if there are issues in order to work with the customer to resolve them. 

  In regards to the price of the boat, if the customer was not comfortable with the listed price, then perhaps she should not have purchased it. The customer paid the list price, not extras or hidden surprises and was happy when she left. 

  We encourage her to reach out to us as we want all customers to have a good experience.  This is very unfortunate that her purchase went this way as we had no opportunity to address any of the listed concerns as we were unaware that they had occurred.

   

  Customer response

  07/07/2022

   
  Complaint: ********
  
  I am rejecting this response because: their service dept knows us well. We went back multiple times that first weekend with water in the ignition, battery damaged because the boat wasn’t wrapped correctly in the winter and water got in behind the starter. We went back again and spoke to multiple people in the service dept about leaking gear lube- no one was concerned and we bought a bottle to refill. I will not be bringing my boat back for any service at this establishment because I cannot trust that they are capable of fixing in a timely manner or competent enough to be honest- in reality at minimum if due dilligence was followed an oil change would have been completed. I purposely went to an outside expert because I was concerned that Bay Marine had not done their due diligence to ensure we are provided with a vessel that was safe to use. 

  I understand perhaps water behind the ignition wouldn’t be easy to find. ( even though could be considered a fire hazard- people were concerned if the boat actually catching fire. The cracks in the bellows are visible to the naked eye by anyone - not just a boat expert. 
  

  not sure who responds to these types of complaints but speak to anyone at the desk in service and they will know exactly

  who we are.  
  
  Sincerely, **** ****

  Business response

  07/07/2022

  ******

  
  We would gladly be willing to work with you. As mentioned earlier, we were not aware of any of these issues after the first weekend. I personally spoke with you when we did you visa refund (as you financed in full) and you were happy.  You are making these claims as though we are shady, but yet we were not given an opportunity to even address these claims. We cannot repair something that we did not know wasn't working.

  As I mentioned in the first response, customer service is very important to us, but we must be made aware if there is a issue in order to resolve it. This complaint was the first we knew that you were continuing to have problems, we thought the issues were resolved since we had not heard anything further. 

  Please feel free to contact my self or Wes at anytime to discuss these issues that someone else found.

   

   

  Customer response

  07/07/2022

   
  Complaint: ********
  
  I am rejecting this response because:
    I clearly documented the reasons we chose to go elsewhere. And yes the belief is the behaviour was shady on your part. You sold a boat with significant issues that are costing almost $2000 to rectify. One of the reasons we purchased it off you was we were told sold by you to original owner. All work completed by you also.

  the boat has been used a total of 10 days since pick up ( weekends only) and we have been advised 10 days worth of use cannot add up to what the issues are that need to be rectified. 

  
  after using the boat 10 times we are of the belief the issues are excessive and your team couldn’t be bothered to fix before turning around and selling it. 
  

  Sincerely,
  **** ****

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