ComplaintsforMarine Mat Inc

• Initial Complaint

  05/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date: *********. Item: Hobie Pro Angler 12 360 complete 6mm Marine Mat Kit. MarineMat of Oldmar, FL. has failed to deliver product purchased on *********. First communication with company was on 29APR2022. Recieved an email reply from the company on 02MAY2022 stating that the deck mat kit I had purchased was going to be cut the following day and that shipment would take a couple weeks. Since their reply on 02MAY2022, I've still not recieved the goods I ordered. Request delivery of goods purchased. Purchase price of the MarineMat Kit to include shipping was $309.95

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/06/11) */ Item is custom, made-to-order. Was shipped on 5/27 Fed Ex tracking: XXXXXXXXXXXX

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased this matting for my boat in February 2018. The corners started to peel so it was replaced in January 2019 with no questions through marinemax and no explanation of why this occurred. They assumed it was the glue peeling. They stated this was the very first Scout boat of this model that was done so they didn't know of any issues with this particular model boat. Then in March 2021 it was replaced again and a Marinemat certified installer stated it could be due to reflection called light amplification and advised purchasing a cover would prevent this. So, I purchased a $7000 custom cover and it happened again when the boat was taken out again. I spoke to other competitor brands as I have a friend who works for Seadek. She stated that no cover would fix this as the only way to prevent this is to add an extra piece to the above portion on the corners. She said this is very common especially in Florida and that the Marinemat installer should have known this. Seadek said this could occur in the matter of hours and it isn't something that happens over time. I emailed Marinemat Feb 25th 2022 with photos and the warranty guy stated they cannot replace as it was due to light amplification which happens no matter what you do and stated I needed to cover it. Never did he mention adding another piece to stop the amplification. I was not against paying to have another company replace it and me paying as I have a connection with Seadek. Now this is out or pure principal that Marinemat is not providing solutions to something I paid $5000 to have installed. I tried to call them, and they continue to tell me the man I am needing to reach isn't there or busy or etc. I asked him to call me and no response. Attached is an email from qaulity assurance manager stating to cover it vs adding another piece to prevent damage.

  Business response

  04/01/2022

  Business Response /* (1000, 5, 2022/03/02) */ Marine Mat's quality department has been in contact with the customer over the last few days. The customer did not purchase the product directly from Marine Mat. Product was installed by a dealer (Florida Boat Decking) in November of 2017. (SO #XXXXX). The customer's boat is stored without cover and began experiencing failure due to "light amplification." Light amplification is a phenomenon where sunlight is amplified due to the shape of reflective surfaces on the boat. This phenomenon is not covered under Marine Mat's 3-year warranty, but as a goodwill gesture, the kit was replaced at no expense in November of 2018 (RMA 2397/ SO#XXXXX). The customer was informed by the dealer that failure would occur again if it was not covered when stored. As stated by the customer, the issue that he is having not unique to Marine Mat material and is completely out of the company's control. The company does not view this as a warranty, and the product has been out of warranty since November 2020 as the period is 3-years. Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) How dare you make false accusations and tell me I do not cover the boat. This boat is covered 24/7 unless on the water. I spent 7k on a cover after I was told that this was the issue. This issue occurs within hours from being on the water. Picture attached. Boat looks covered to me. If you disagree that it doesnt happen from being on the water than go public stating that and inform other companies such as seadek, Gatormat, and etc that it happens only off the water. Business Response /* (4000, 9, 2022/03/11) */ As stated before, The product is two years out of warranty. The company cannot replace a product out of warranty. The product was replaced in the past at no charge even though this is not a warranty issue. (See dates in earlier response) Marine Mat, Inc. is the manufacturer; the customer should contact the dealer where the sale took place if they have any further questions. Consumer Response /* (4200, 11, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Marinemat, you are completely dodging your original statement as to the reason why the decking on my boat is burning. You made a bold statement falsely accusing me of not covering my boat (as the reason). You are giving a run around to the true issue with zero solution other than a cover which I provided evidence that I did so along with an email stating that I cover my boat along with a photo. Stop blaming the installer this is clearly not an installment issue. According to your owner Greg ******* Florida Boat Decking is your largest installer in FL. There was absolutely no issue with installation as it was done correctly. This is a product issue not the installation. You as a manufacturer should stand behind your product and when everything done correctly such as me covering my boat (per installer recommendation) should work with customers to resolve issues not blame others and wash your hands clean. You should not sell a product in FL if it doesn't work in FL. This issue happens when on the water not just while being stored. In a week I will have proof as I have 2 boat manufacturers who ordered kits and are doing a sea trial and will record this phenomenon happening within an hour or 2 according to these 2 reputable boat manufacturers. Currently Seadek is working with these 2 manufacturers as well to produce a higher density foam to eliminate this "industry wide issue" as stated by Bryan Arnold. Seadek is not denying that this issue occurs a lot in FL and are working on solutions vs blaming installers. Here are some statements from 2 of your largest competitors. "High Walls Placing SeaDek in areas with high, reflective vertical surfaces is another instance where light amplification can occur. Applying 3mm thick SeaDek pads along high walls can aid in reducing the reflection from the sun." (Seadek). Every boat is different and once identified the manufacturer or installer should work with the consumer. "Light amplification -Reflection of sunlight off surfaces adjacent to AquaTraction may create a supercharge "laser beam like" light, that will exceed maximum temperature. AquaTraction will cover distorted pads 100% of material costs, one time upon installation for 0-1 years. Year 1-2 will be discounted 60% of retail price and Year 2-3 will be discounted 25% of retail price. Once light amplification is identified, customer must work with dealer for future resolution. Warranty pads will be re-cut and resent to customer for installation." (aquatraction). Lets discuss EVA temp ratings. Seadek rated to 175F. Aquatraction 185F and Marine mat 165F. According to Bryan ****** your temp rating is anything exceeding 210F. If this is the case you have a superior product and I would like proof it is rated up to just below 210F. Email attached from Bryan. Then Bryan also advised I wait to have it reinstalled as I requested a quote from Marinemat. Email also attached. I understand I am out of my warranty and am more than willing to pay to have my whole boat redone. This is pure principal to the fact that Marinemat obviously does not make attempts to make customers happy in a luxury industry that people spend millions in. Hence why I reported you to the BBB. Since this debauchery 4 companies reached out and 3 of the 4 are going to do my boat at $23 a square foot including rip out and install. Total of 127.6 sq ft on my boat. All 4 companies are appalled of how MArinemat handled this situation as they see this company at boat shows every year. It is bad business when a manufacturer blames the customer when me as the customer who knew nothing about this Light amplification and was advised to cover it implying it happens not on the water but during storage. Then after doing so go to find out, it doesn't happen while being stored but happens when on the water. First Marinemat states they are working on a solution. Follow up with customer blame. Then they make another statement that the solution to this phenomenon is a cover. And towards the end, state it is out of warranty and any other follow up, take it up with the vendor who will get the material from Marinemant. Simple math. 90F outside. Surface Temp 90F. 90x2(magnified)= 180. 180F = melted EVA foam. BBB currently I have a list of 183 customers who are having or have had issues with Marinemat. Seadek and Aquatraction both have ratings on BBB. Please move forward with investigation as it seems like Marinemat isn't willing to conduct ethical business practices.

*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. ↩