ComplaintsforSundance Marine, Inc.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new Regal OBX33 from Sundance Marine in Miami Beach on 6/30/23. Filed an email with multiple warranty issues. Emails go unanswered from Regal and promises go unfulfilled. To date, no significant repairs have been completed. 1. Cabin leaks and now we have mold. 2. There is an electrical drain and our batteries are always dead. 3. Damaged fiberglass. 4. Condensation inside running lights. 5. Refrigerator doesnt work. Misc. fit issues.

  Business response

  01/09/2024

  To Whom It May ******** We respectfully deny the accusations, specifically emails going unanswered from Regal and that no significant repairs have been completed. Please find attached only a few of the many emails sent to and from all parties to include the purchasing party, Sundance Marine and Regal Boats. There have been many text messages as well as phone call conversations with all parties. Sundance Marine has been transparent, communicative and responsive from the very beginning and still is today. Please note, as per the purchasing parties request in November 2023 - their vessel moved to the Sundance Marine Pompano location. Sundance Marine Miami (a separate location) has no longer been servicing their vessel. Every item of concern has been addressed. Unfortunately, there is nothing we can do with unrealistic timelines being demanded upon us, however, we continuously strive to address all their concerns.

  Customer response

  01/10/2024

  I find their response quite interesting. The Boat was moved to the Pompano location of Sundance Marine because the Miami location either was unable to complete the warranty work, or unwilling to.

  My first email regarding our NEW PURCHASE PUNCHLIST was emailed to them on 7/25/23. Later that day we added some items and ***** acknowledged receipt of the punchlist. On 8/2 they replied that we should keep track of our punchlist and add to it, and address everything at our 20 hour service. On 8/4 I was assured by email that the boat "will present like new" when all repairs on completed. On 10/2 after minimal progress on completing the punchlist I email Regal customer service from their website, and received acknowledgement. On 10/5 received an email from Sundance confirming that their technician finally inspected our boat and confirmed all our issues were legitimate and will be repaired. On 10/25 they sent some pictures of some of the work completed by their tech. Later, the waterproofing work proved not be completed, as the boat cabin still leaks today. On 11/10 we received an "official response" per email from ***, with a plan (their plan, not ours) to move boat to Pompano and confirming it is a "priority" to repair. On 11/10 we also received a response from Regal assuring us our boat is a priority to repair. On this 11/10 email we were promised our boat will be repaired "no later than 11/25/23".  On 11/14 we were pushed off to Sundance Pompano and the delays continued. Finally on 11/29 the technician from the Sundance Pompano location inspected the boat and we had a call confirming his findings, which I took notes of the call. On 12/11 I reached back out to Regal as no progress was made. On 12/11 I sent the notes from the technician inspection to Regal. On 12/11 we were promised our boat would be picked up the 2nd-3rd week of January. On 12/12 Regal promised to get that date moved up. On 12/18 Sundance Pompano confirmed they have all items required for repair and repair date remained 2nd-3rd week of January. It is now the second week of January and we have not been contacted with any confirmations. Our initial punchlist was provided on 7/25/23, and now nearly 6 months later virtually the entire list of repairs remain unrepaired and outstanding.

  This has been a terrible experience and the lack of actual service, or frankly caring, by all parties on the Sundance/Regal end is infuriating.  The fact that the Sundance location  (Miami) that sold us the boat, dismissed us in their reply to this complaint couldn't show any better the lack of care or interest they ***** for their customer. 

  Customer response

  01/10/2024

  emails supporting earlier response attached.

  Customer response

  01/10/2024

  Having difficulty adding pdf.

  Customer response

  01/10/2024

  Attempting to attach emails again. It is my position, that they did not complete anything promptly, as they did not actually make any significant repairs after having our list since July 25th, and nothing of significance was fixed by 11/10, when they stated on their email, of that date, that they thought it was best to move boat to Pompano to get it repaired. If our expectations where unreasonable - 7/25 to today, nearly 6 months waiting for repair, I would like to know what is an acceptable timeline for repairs. Also, They promised a completion date of 11/25, which would have been 4 months to complete repairs, and didn't deliver, and we would have been satisfied if they did. We didn't file this complaint until 12/11, well after the promised completion date of 11/25.

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