Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a new Suzuki outboard boat engine, 115 hp. I have had it a little over a year and only the required 20 hour break in oil change has been completed because not enough hours have accumulated for the next oil change. My estimate is ***** hours in the outboard as of now. When in gear and idling the engine over heats after a few minutes and shuts down. I contacted my salesman/serviceman and was informed it was my problem. I contacted Suzuki and was responded with a smart mouth reply and a pic of the owners ****** saying again it was my problem that its to be inspected/ changed at 12 months or 400 hours. I am no where close to 400 hours. I understand the suggestion is 12 months but the oil change at ********************** over $400.00. If I take this engine in by these puny guidelines I will have bought another engine before I have it paid off. Biggest issue is the I dont think your worthy of my time attitude from the company its self with snarky replies.

  Business Response

  Date: 10/14/2024

  Mr. Long

  Thank you for bring this to our attention.

  I apologize if you feel the representatives reply was condescending or smart. Please know that that was not the intention.

  The representative was correct in the statement.

  The engine requires the inspection of the water pump impeller every 12 months OR every 100 hours, which ever occurs first.

  Replacement of the impeller is every 36 months OR every 300 hours, whichever occurs first.

  Normally when the lower unit is dropped for an inspection, the impeller is usually replaced since the impeller is accessible at that time.

  Also please keep in mind the impeller is a rubber composite blend and it will dry out and shrink over time and fail.

  Unfortunately this is a maintenance item and therefor the customers responsibility.

  With that said, we would be more than happy to offer a 1 time goodwill replacement of the impeller at this time to resolve your issue.

  If that is acceptable to you please reply to this complaint and we will reach out and coordinate with you.

  Thank you 

  Suzuki Marine USA LLC

  Customer Answer

  Date: 10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22332208, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Van Long

• Initial Complaint

  Date:03/08/2024

  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.

  Warranty info...enter into the Suzuki system so that my brand new engine is registered. Terrible process.

  Business Response

  Date: 03/08/2024

  **************

  You contacted the Suzuki Customer *************** regarding your engine registration

  On 2/2/2024 requesting information on how to register your engine. - We advised you to contact your selling dealer as it is the dealers responsibility to perform a Pre-Delivery Inspection and have you sign off on it so the engine can be registered.

  On 2/13/2024 you contacted the Customer *************** again - You stated your selling dealer informed you that they had reported the engine sold to Suzuki Marine. We advised you that we have not received any information from the dealer to date. You stated you took delivery of the vessel and engine on 1/26/2024 and provided a Bill of Sale that was unfortunately unreadable. You stated you had never received a PDI form from the dealer.

  On 2/21/2024 Suzuki Marine Customer Relations reached out to *************** to request a clear version of the Bill of Sale.

  On 3/7/2024 You contacted Suzuki Marine Customer Relations stating your selling dealer has been unresponsive to your requests to have your engine registered. We advised we would document your complaint and reach out to the dealer. We also received a clear copy of the Bill of Sale from you during this call.

  We have also reached out to the sales division so that they can also reach out to the dealer to resolve this matter.

   

   

• Initial Complaint

  Date:09/22/2023

  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.

  . I purchased a 2018 20 HP four stroke Suzuki, model #DF20AES2, brand new in the crate. The motor came with a three year warranty. Everything was fine, it ran great until soon after the warranty ran out with only 40 hours on the motor it started having issues. The motor would go into safety mode and would limp back to the dock. First thing you think of is a fuel issue. Next time out did the same thing. Took it to a certified Suzuki mechanic which they seemed to have fixed it but that only lasted two more hours on the motor. Went to another mechanic where they called the next day saying there was a crack in the power head, which I saw. How does this happen on a motor with only 40 hours that was flushed after each use? Was there a defect in casting from the factory? Are they using sub- standard parts? Weve made a formal complaint to Suzuki, still no response.

  Business Response

  Date: 09/22/2023

  ********************,

  I have looked into the issue regarding your 2018 DF20AES2 vin 02002F-814457.

  You are correct the engine did have a 3 year OEM warranty.

  On 10/19/2022 your engine was into the Suzuki dealer Mr. ********************** Boatworks for an overheating issue.

  The dealer contacted out technical service ***** and the dealer was advised to replace the water pump and thermostat.

  It was also discussed with the dealer to speak to you regarding performing a chemical flush of the water passages due to the buildup in them.

  Prolonged and frequent overheating of the engine can and usually results in a failed powerhead. 

  Thank you 

   

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20635417
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/27/2023

  Tell us why here...This is the second Suzuki motor I have owned the first was a 2008 140hp with over 250 hours on it. I know how to check that the water pump is working and how to flush a motor. This is why I stayed with Suzuki and why this is so disappointing.  Mr. Marine Boatworks did replace the pump, thermostat and did a chemical flush, twice.  Obviously this was not the problem because the powerhead already had cracked, I believe from a faulty part. I dont want the motor to be replaced, but to get a new powerhead and gaskets so that I can have it repaired and get more than 40 hours out of it.

  Business Response

  Date: 10/19/2023

  ********************
  We have reviewed your request and as previously stated your 2018 DF20AES2 vin 02002F-814457 only had 40 hours on it when it failed.
  When you took the engine to Mr.********************** Boatworks on 10/19/2022 the engine was already out of warranty by 13 months.
  It is possible there was some damage to the head from frequent overheating you had experienced prior to taking it to Mr. ********************** Boatworks.
  While we understand you only had 40 hours of use on the engine, there are still requirements for maintenance that must be performed.
  Please refer to your owners manual on page 56.
  You will see that every 12 months or 20/100/200 and ******************************************** replaced.
  Of those items there is the water pump, water pump impeller and thermostat.
  If these items are left unchecked, they can lead to a catastrophic failure such as a cracked head.
  Please also look at page 65 of the owners manual for the proper flushing procedures.
  It clearly states, If you do not flush the water passages, salt can corrode the motor and shorten its life.
  I have attached a copy of the manual for reference.
  Also note it states exclusively in our warranty that corrosion is not covered.
  Unfortunately, your failure was caused by corrosion,and we cannot offer good will consideration for this failure.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We took our boat to 1 of their qualified dealers and after 3 times back to their shop and having our boat for a month, they still don't have it right, and we would like to take it to another qualified dealership to get it resolved. I dont want to get into all of he horid details and in short, gas gauge still wasn't working and at **** rpms the high RPM light comes on.

  Business Response

  Date: 07/19/2023

  We have reviewed our notes regarding your issue.  

  If you feel your vessel is not performing as it should we advise you to schedule an appointment with your local dealer and contact our Customer *************** at ************ and advise them of what dealer you are taking thevessel to and when so we may better assist in the trouble shooting and address your issues.

  Thank you 

  Customer Answer

  Date: 07/19/2023

   
  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. We will be taken our vessel to *****'s marine in ******** *******. This coming Monday, please. thank you for all your help.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/24/2023

  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.

  I take my boat/motor to North ***** Marine in *********** for all service and noticed a recurring problem with the motor. When launching boat and upon starting, an alarm would sound. It was reported to North ***** Marine, and they tried to troubleshoot. It has kept recurring, and the boat was returned to them on 01/03/2023. Additional troubleshooting has taken place since, and we are now almost two months into the "warranty" troubleshooting calls by Suzuki. North ***** Marine states that they have been working with **** primarily on the tech support phone line. The technical representative for our area is *********************, and contact was made with him by North ***** Marine on 02/21/2023. Due to the lengthy delay and no permanent solution to this WARRANTY situation, I have been calling the marine customer line since Monday, 02/20/2023. I have spoken with ***** each time who literally just takes my complaint, and it supposedly goes to a higher rank. I have asked on three occasions, 02/20/2023 to 02/20/2023, to speak with a supervisor who can put an end to this problem. On Monday, I learned that the technical representative was away l last week at a trade show in ***** and then later learned the next day that he was away in ********** at training for two weeks. No one cared to inform **************** of that very important detail. I have asked for an alternate technical representative to repair the problem with an on-site which is the next step as all troubleshooting has been exhausted. No date in the future has been given as to when that might occur. All of my customer service requests have been ignored and not taken seriously. It is asinine for a company to make a customer with a warranty problem wait for two months before the problem is addressed on site and when all troubleshooting measures have been exhausted. Every number I can find reroutes back to the customer service ********************** number which I will contact each and every day until resolution is reached.

  Business Response

  Date: 03/06/2023

  The dealer called in on 1/19/2023 for a customer complaint of a slow crank, dealer was given instructions on how to resolve.

  The dealer called back in on 1/27/2023 with a different issue, the customer was receiving a code 3-2, the dealer was advised on how to trouble shoot the issue.

  We called the dealer on 2/2/23 to follow up on the repairs, the dealer stated they were still dealing with the 3-2 code, and it now had a 2-4 code.

  We then followed up with the dealer on 2/9/23 to check on the repairs, dealer still unable to resolve the issue.

  On 2/10/2023 we assigned the case to the *********************** Manager, so that a visit to the dealer can be arranged. The manager had prior engagements for a trade show and to teach a training class.

  We then reassigned the case on 2/14/2023 to another *********************** Manager to visit the dealer and evaluate the issue.

  He reached out to the dealer and advised them to run the engine on a remote fuel tank and to report back on their findings.

  On 2/20/2023 ************ called into the customer relations **** regarding her husband's engine issues. We explained to ************ that we have been working with the dealer to resolve the issue. 

  On 2/21/2023, 2/22/2023, 2/23/2023 *********** called into the customer relations **** regarding her husband's engine. We explained we are working with the dealer and that the *** was unavailable to visit the dealer. 

  ************ became abusive and combative to the representative. She demanded the rep read the call log back to her and that a supervisor reach out to her immediately.

  On 2/28/2023 the *** was at the dealer to inspect and resolve the running issue.

  We are doing everything we can to resolve this issue at this time.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19451375
  
  I am rejecting this response because both NTM and myself had to continue to call everyday requesting a response from Suzuki rather than to keep waiting for our regional technical representative, *********************, who was removed from the service line per ***** to attend the ***** boat show and he then immediately went to ********** for a two-week training of which we were never informed until the day he left for training.  No substitute plan was offered.  This was not acceptable to NTM nor myself, so I contacted the customer service number and spoke to ***** each day until a substitute plan was offered.  I was never combative or abusive.  It is a customer service line, and I simply asked for my notes to be inputted into the record as NTM asked me to have ***** notate action on their part the day prior since I was making the call on that particular day.  ***** just listened and refused to make the notations as I asked.  **** was ultimately dispatched on 02/28/2023 as a substitute to ********************* to come to NTM as all troubleshooting efforts did not work.  We had a conference call with **** and NTM on 03/01/2023.  **** made the comment that it was not a "Suzuki issue."  He instead blamed it on corroded wiring which was replaced along with a larger battery and ECU.  **** blamed Blue Wave's production rather than looking more deeply into the motor.  By the way, the boat belongs to both my husband and myself as we are both on the title.  It is not my "husband's engine" as Suzuki's response indicated - a little condescending to a female caller.  After **** left on 03/01//2023, low and behold the alarm sounded again while at NTM, so I guess all the blame placed on Blue Wave by **** was just an accusation.  On 03/06/2023, ********************* said 8 sensors and a motor/wiring harness were being shipped and should be installed.  NTM installed the parts, and the alarm did not silence again.  The boat will be released on Saturday, 03/18/2023, as NTM is continually checking it each cold morning to see if the alarm will sound.  It has taken two months for this motor to be repaired with the assistance of Suzuki which by the way is still under warranty.  Suzuki has allowed numerous delays with lack of communication to NTM and no regard to the customer.  The customer service line answered by ************ was told was only a communication between NTM and Suzuki and I should not be involved.  I looked high and low for an alternate number to issue a complaint or try to talk to someone else to get help which does not exist.  Suzuki customer service is not friendly or expedient in helping the customer and NTM solve a warranty issue.  It turns out the problem did not lie with Blue Wave, but Suzuki for which Suzuki representative **** did not want to accept.  With what we have encountered over the last two months with Suzuki, I can honestly say I would NEVER buy another Suzuki motor due to my experience.  We are just about to the point of selling the boat as we are not confident issues will not arise in the future.  No one from Suzuki can positively determine the cause.  The entire manner in which Suzuki's customer line treated me was unprofessional to say the least.  To date, I do not feel that Suzuki ever took ownership of the situation, and it was under warranty.  The "abusive" and "combative" remark in Suzuki's response letter to my complaint is about par for the unprofessional conduct I have experienced and the response being in a public platform.  I do not accept Suzuki's response as a remedy.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/03/2022

  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.

  I have owned a Suzuki DF 350A outboard motor since 2020 and from the first time I used the outboard the steering was an issue.I asked the dealer that installed the motor to look at it early on and they could find no issues with the installation and I learned to just deal with the problem but over time the problem has gotten worse instead of better and I now question the safety of using my boat given the current condition of the steering problem I have.I have reached out to Suzuki **************** numerous times and have been promised a call back from a supervisor to discuss the issue but after three weeks the person that is supposed to call me back has yet to do so.I also find it very concerning that the Suzuki Marine customer service reps I have spoke to claim to have no knowledge of the steering issue with my particular model of outboard when it is a well documented issue.The issue is apparently with the duo prop design of the lower unit and I have discovered that Suzuki now sells their current models with a steering system to "fix" the issue but what about those of us that bought earlier models?I would like them to at a minimum respond to my safety concern and hopefully offer some sort of solution. Also, since my motor is still under warranty and given the fact that this steering issue makes driving my boat a safety concern that they would step up and at a minimum pay a Suzuki authorized dealer to look at my boat and provide some options for correcting the problem.I can only assume at this point that the Corporate Direction is to avoid talking to customers who purchased this model in the early years to avoid responsibility which is unacceptable.It appears they will only sell newer models with updated steering options but will not speak with me about options to fix mine. This tells me that they are very aware of the issue but want no part of fixing it.Again, at a minimum they should call me back to discuss it!!

  Business Response

  Date: 10/03/2022

  ******************** steering issue is directly related to the rigging of his engine. Suzuki Marine cannot speak to the installation or reliability of any 3rd party equipment installed on his vessel.

  There is no known steering issue on any DF350 model, so we are unsure where **************** is getting his information.

  The Suzuki Marine warranty covers defects of the engine, the issue **************** appears to be experiencing is due to something other then a Suzuki Marine product.

  We advised **************** to take the vessel to his local Suzuki dealer for evaluation.

   

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18160010
  
  I am rejecting this response because the respondent is not being truthful.

  They are very aware of the oversteer/torque issue and are addressing it on the newer models they are selling.by including a power steering option to overide the significant pulling to the right my motor and many others are having.

  To say they are unaware of such an issue is an outright lie as they have posted in many of the blogs I have read regarding the issue..

  The suggestion that I take it to a shop to have it looked at is exactly what I want to do but I want Suzuki to acknowledge the problem and at a minimum pay ta Suzuki approved mechanic tell me what needs to be done.

  What is most frustrating is the fact that I have called to talk to Suzuki's customer service department three times over the last three weeks and have been told each time that I can expect a call back from a supervisor and that has yet to happen.

  Choosing to ignore a customer rather than address their concerns is no way to do business and I would think that the reputation of the company would be important enough to them to at least return a customers call.

  As I told the last customer service representative I spoke to last week, I just want someone from Suzuki to acknowledge the problem and address it but I'm afraid the corporate line of "there isn't a problem here" is preventing them from doing so all to avoid responsibility that is clearly theirs.

  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/11/2022

  We have reached out to the customer several times via phone and left a VM each time. After he rejected our last reply.
  The customer has refused to return our call to resolve this issue.

  As we stated our last reply. The engine must be taken to an authorized Suzuki dealer for evaluation.

  Until such a time as the customer either returns our call or takes the vessel and engine to an authorized dealer for evaluation there is nothing further, we can do.

• Initial Complaint

  Date:08/04/2022

  Type:Billing 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.

  Three months ago, I purchased a new Suzuki 115 horse outboard motor Serial # XXXXXf-XXXXXX from an authorized Suzuki dealer (Starboard choice Edwardsburg Michigan). From day one the motor has taken on water into the oil. I had it to two different Suzuki dealerships. Neither could find the problem. It now has 20 hours on the motor. About 8 hours of the 20 hours is dealership hours diagnosing the problem. I payed good money for this new motor. Suzuki needs to step up and give me a new motor. This motor has been trouble from the day of purchase.

  Business Response

  Date: 08/18/2022

  ******************** brought his boat into a Suzuki dealer around 7/13 for a 20 hour service. Dealer noticed milky oil, leak down tested fine 5-8% on all cylinders
  Dealer also going to look further into finding cause of leak
  7/29/2022
  Dealer called and said they returned the boat to the customer after finding no water leak, they hooked a water hose to the flush attachment and ran the water for 2 hours with the valve cover and oil drain s**** removed, they seen no signs of a water leak, they then changed the oil 3 times and ran the engine on the muffs for 50 minutes, after checking the oil it looked brand new and the level had not changed, they then water tested the boat for an hour and after checking the oil it still looked brand new and the oil level had not changed, they returned the boat to the customer thinking maybe it was just a moisture issue, the customer then called the dealer saying the oil level has risen an inch and it is foamy and milky.
  Customer stated he only ran the engine for an hour.
  8/1/2022
  New Dealer stated customer is threatening to boycott *********************************************, file complaints with the BBB and contact the attorney general in ******** if Suzuki does not replace in its entirety the 115 on his vessel. However the customer will not return to the dealer to have further diagnostics performed and refuses to take it anywhere else. We have contacted Macon Marine Center in ************* which is close to the customer and instructed **** at STB Choice to send the customer there.
  Starboard Choice has changed the engine oil and ran it themselves for several hours and were not able to get the engine to ingest water. Returned to customer and the customer achieved it in less than 45 minutes. However customer is adamant about not returning to ANY Suzuki servicing dealer for further inspection.
  8/2/2022
  Engine is now at Lakeside. Dealer contacted Suzuki to inform me that the customer was outside his facility with a large sign that said "Suzuki Sucks", knowing nothing about this persons issues, Dealer took steps to attempt to resolve them. Customers boat was 20 minutes from Lakeside so Dealer went to customers house and retrieved it. Diagnostics have begun, dealer is aware of the complaint and will diligently work to resolve it. In the meantime customer has been repeatedly calling dealerSTB Choice and harassing him about his faulty engine.
  We are working to resolve the issue.

  Customer Answer

  Date: 08/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I purchased a NEW Suzuki 115 horse motor. It has a water intrusion problem since it was new. The Suzuki dealer that currently has the motor said it has internal problems like pitting and rust from the water intrusion. It still has water intrusion somewhere. I do not think when someone pays for a NEW motor to go with a new boat, they should have to spend the summer in dealerships for a problem that cannot be found or diagnosed. Half of the 30 hours on the motor have been from dealership trying to find the problem. I've spend a lot of time and money on this motor trying to get it fixed. It should of been replaced by Suzuki long ago. When someone pays for a NEW motor they should get a ********* without defects.

  Business Response

  Date: 08/22/2022

  We are currently working with the customer to resolve the issue.
  The field service rep has been out and performed his own diagnostics on the engine. The field service rep and ******************** agreed to allow us work on getting the engine fixed. The field rep made some adjustments and ******************** stated he was happy with the changes and he will bring the boat back to finalize the repair.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 8, 2022/08/18) */ Mr. ******** brought his boat into a Suzuki dealer around 7/13 for a 20 hour service. Dealer noticed milky oil, leak down tested fine 5-8% on all cylinders Dealer also going to look further into finding cause of leak 7/29/2022 Dealer called and said they returned the boat to the customer after finding no water leak, they hooked a water hose to the flush attachment and ran the water for 2 hours with the valve cover and oil drain screw removed, they seen no signs of a water leak, they then changed the oil 3 times and ran the engine on the muffs for 50 minutes, after checking the oil it looked brand new and the level had not changed, they then water tested the boat for an hour and after checking the oil it still looked brand new and the oil level had not changed, they returned the boat to the customer thinking maybe it was just a moisture issue, the customer then called the dealer saying the oil level has risen an inch and it is foamy and milky. Customer stated he only ran the engine for an hour. 8/1/2022 New Dealer stated customer is threatening to boycott Suzuki Marine, file complaints with the BBB and contact the attorney general in Michigan if Suzuki does not replace in its entirety the 115 on his vessel. However the customer will not return to the dealer to have further diagnostics performed and refuses to take it anywhere else. We have contacted Macon Marine Center in Houghton Lake which is close to the customer and instructed Andy at STB Choice to send the customer there. Starboard Choice has changed the engine oil and ran it themselves for several hours and were not able to get the engine to ingest water. Returned to customer and the customer achieved it in less than 45 minutes. However customer is adamant about not returning to ANY Suzuki servicing dealer for further inspection. 8/2/2022 Engine is now at Lakeside. Dealer contacted Suzuki to inform me that the customer was outside his facility with a large sign that said "Suzuki Sucks", knowing nothing about this persons issues, Dealer took steps to attempt to resolve them. Customers boat was 20 minutes from Lakeside so Dealer went to customers house and retrieved it. Diagnostics have begun, dealer is aware of the complaint and will diligently work to resolve it. In the meantime customer has been repeatedly calling dealerSTB Choice and harassing him about his faulty engine. We are working to resolve the issue. Consumer Response /* (3000, 10, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchased a NEW Suzuki 115 horse motor. It has a water intrusion problem since it was new. The Suzuki dealer that currently has the motor said it has internal problems like pitting and rust from the water intrusion. It still has water intrusion somewhere. I do not think when someone pays for a NEW motor to go with a new boat, they should have to spend the summer in dealerships for a problem that cannot be found or diagnosed. Half of the 30 hours on the motor have been from dealership trying to find the problem. I've spend a lot of time and money on this motor trying to get it fixed. It should of been replaced by Suzuki long ago. When someone pays for a NEW motor they should get a New motor without defects. Business Response /* (4000, 12, 2022/08/22) */ We are currently working with the customer to resolve the issue. The field service rep has been out and performed his own diagnostics on the engine. The field service rep and Mr. Mitchell agreed to allow us work on getting the engine fixed. The field rep made some adjustments and Mr. Mitchell stated he was happy with the changes and he will bring the boat back to finalize the repair.

  Customer Answer

  Date: 01/31/2023

   
  WE purchased this new Suzuki 115 horse boat motor three months ago. Ever since the motor was new, it has had water in the oil. It has less than 20 hours on it. Even though It has been in the Suzuki shop for water in the oil, they can't find the problem and refuse to replace this new defective motor. I don't want this motor as it has been run since new with water mixing into the motor.

• Initial Complaint

  Date:07/28/2022

  Type:Customer Service 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.

  I purchased a 2021 Stingray 186cc boat that was equipped with a 2021 Suzuki 115 outboard motor. I had the motor serviced at the recommended 20 hour service with no issues. I enjoyed the boat and took it in at the recommended 100 hour service, which happened to be at around the one year ownership mark. The selling and servicing dealer, Bluewater Marine, Holly Hill , Florida. At the three week mark the dealer called to inform me that there is water in the oil and they consulted with Suzuki Marine for resolution, they advised to use boat and see if water was still getting in the oil, within 1 hour of use the oil was filled with water. I returned the boat to the dealer on June 12, 22. The dealer contacted Suzuki and we're advised to dis-assemble the engine to check for damage. On or about June 20,22 I called and was told they had found damage to a gasket causing the issue and parts would be ordered. Called 7/27 and was told no parts ordered at this point, Suzuki was deciding what to do! At this point I have been without a boat for over 6 weeks, advised no time frame for repair, no compensation, and even told that I would have to pay for what Suzuki didn't pay for! What? Suzuki warranty is 5 years, this is in the first year of use! I want a new motor, not rebuilt and I want it retuned to me within the next week! If Suzuki doesn't want replace the engine they should purchase it back and allow me to find another replacement through another manufacturer. Please help me resolve this concern, I have been more than patient with no answers. It appears Suzuki Marine is avoiding responsibility or don't care about their customers. Once the sale is complete you are on your own!

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/01) */ Mr. *** has been contacted by our technical service manager for his area. Mr. *** was informed the parts were shipped and Mr. *** was argumentative with the TSM. The engine is being repaired in accordance with the warranty guidelines. Mr. *** was also advised to refer to page 4 of his warranty booklet where it specifically states we do not compensate for down time. Mr. *** was also advised to have a decarb done due to the high idle time on his engine. High idle time causes carbon build up which can lead to valve train issues over time if not maintained. The customer refused to have the dealer perform the cleaning. Again, we are repairing the engine is accordance with our warranty guidelines and the parts have been shipped. Once the dealer receives them the repair will be completed and the customer will be able to pick up his boat. Consumer Response /* (3000, 7, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) All that the company expressed was true with the exception of being argumentative. The TSM was not forthright with information and accused me of damaging the boat. The parts were not ordered in a timely manner and still have not arrived. Page 4 is not about rules but about making the customer whole. Suzuki sent my boat out without fixing it, now they want to do whatever they can to deny warranty! Yes they are fixing the engine but how well will the repair be and he even said I would receive no further warranty! If he is saying I need to decarb a new engine and this at all was the possible cause then he is not truthful now. The low engine speed is due to use in a large no wake area of the inter coastal waterway, if they require decarb for their engine to work then it must be paid for by Suzuki under the Magnuss Moss act that prohibits required work to be performed outside of regular maintenance to maintain warranty, I have read nothing in the owners manual suggesting decarb service. Suzuki is just not doing what they should in taking care of the customer. Had they acted on the first visit we would not be here now. The lengthy time of break down is unacceptable!

• Initial Complaint

  Date:05/07/2022

  Type:Product 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.

  I purchased a Suzuki 6 h.p. boat motor that was shipped with a missing valve guide. That was discovered and repaired under warranty, but the motor has had 2 more repairs required that I have had to pay for. The motor only has 10 hours on it. It is obviously a lemon. I requested that the second repair (for the same problem) be covered, customer service refused. Now, due to the fact that it was defective to begin with, and with only 10 hrs on it has required 2 repeat repairs, I am requesting a replacement motor. Customer Service is no help whatsoever.

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 12, 2022/06/01) */ Customer originally called in on 10/12/21. Customer took the engine to shorts marine, dealer found the fuel system contaminated and charged the customer. Customer asked for goodwill, we offered the customer a maintenance kit and a shirt as compensation on 10/13/21. Customer did not accept. Customer called on 4/7/22 that the engine was at the dealer and had a failed valve guide. This was repaired under warranty. The customer was charged for a stuck float in the carburetor. The stuck float was a result of contaminated fuel. Contaminated fuel is not a warrantable failure and is not covered under warranty. The customer called asking for goodwill. We have not extended goodwill, as stated before contaminated fuel is not warrantable and therefore no goodwill will be offered at this time. Consumer Response /* (3000, 14, 2022/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was clearly explained in my initial complaint that the diagnosis of "contaminated fuel" is not valid. I am running a 140 hp with the exact same fuel for over 1,800 hours and have no problems, this engine has only 10 hours on it and has needed repair TWICE. I feel the shop's diagnosis incorrect, and Suzuki has completely ignored the fact that the motor was sold to me missing a valve guide! I did ask for good will to cover the repairs, and did not feel a maintenance kit and a tee shirt would be equivalent to the cost of those two repairs, and the fact that the engine was sold to me missing parts. I feel a reimbursement for the repairs or a replacement motor is in order. Business Response /* (4000, 16, 2022/06/06) */ The customers issue is due to bad fuel. Fuel related failures are not warrantable. The customer was charged for a stuck float in the carburetor. The stuck float was a result of contaminated fuel. Contaminated fuel is not a warrantable failure and is not covered under warranty. You can run a fuel injected engine on lower quality fuel then you can a carbureted engine. The valve guide was repaired under warranty and is not related to this complaint. Consumer Response /* (4200, 18, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The valve guide which was repaired under warranty (considering the fact that the original motor was shipped without one) is most certainly related to this complaint. The mechanics who worked on the motor could NOT assure me that missing a valve guide wasn't the cause of the two repairs required. They felt it was contaminated fuel, which I still disagree with due to the fact they could not assure me the missing valve guide was not the culprit. Suzuki sold me a motor missing parts, and required two repairs with only 10 hours on it. Obviously a bad motor right from the point of shipping. Consumer Response /* (3000, 21, 2022/06/12) */ I have been contacted by Suzuki who now says the motor is supposed to be shipped without a valve seal. Quite confusing, because without the seal oil spews out of the motor; and one of the "repairs" to add a valve seal was covered by warranty (why would this be covered if it is supposed to be this way?). Shorts Marine, an authorized Suzuki dealer, who did the repair said it was missing and was seemingly unaware that these motors are shipped without the valve seal, as well as me as a consumer - how would I know that a seal is needed to be put on before using the motor? My other Suzuki motor was usable right out of the box. Suzuki asked that I take it back to the dealer for the third time and they will send a tech from Suzuki look at it. Business Response /* (4000, 23, 2022/06/13) */ The customer has received all warranty consideration per Suzuki Marine policy. The DF6ASW3 needs to be run on a higher octane fuel or preferably a non ethanol fuel. Fuel related issues are not warrantable, Unless the engine is experiencing a warrantable failure we feel this matter has been addressed thoroughly and properly and consider the matter closed at this time. Thank you