Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Dishonest, unreliable, unprofessional, and cannot meet commitments. I recently purchased a 712 package from directboats.com for over $17,000 and their service was absolutely atrocious. They advertised 6-8 weeks for delivery and it took well over 12 weeks without any explanation, updates, or reasoning. I was completely ignored once they had my money. The sales team responded almost immediately when I was in the process of sending them a check and then completely ignored me once the check arrived. I have no issues with the delay, but I was emailing them asking for updates after 6 weeks and was completely ignored once they had payment. I inquired about a refund after weeks of no response and was still ignored. When their customer service rep finally responded after 9 weeks, they repeatedly said "your boat will go out next week" and they never provided any updates while sending me rude emails in response. It's been nearly 14 weeks and they still haven't sent any titling/registration paperwork to myself or the lender despite claiming they would during the sales process. In the end, I would have just appreciated an honest update on timing versus being ignored, but when they finally did ship the boat - I was not notified and they blamed the entire ordeal on the manufacturer. Further evidence of their unprofessionalism was their absolutely condescending response of "surprise, we aren't open on weekends" as if that is an acceptable way to respond to a customer inquiry.Customer response
07/25/2023
After repeatedly requesting the titling and registration paperwork, they finally responded and assured me that someone would address this. It has been a week and still no documents or response.
Business response
07/28/2023
Working with **** was great and we appreciate him as a customer. **** has me listed as his salesperson but I was not. We have spoken on many occasions and while he has screenshots of unanswered emails he would also place calls or we would call him back. As you can see he emails BBB instead of our office we that can be a challenge. We have tried to address him on all the sites but could have missed some but we have surely answered or called him back. I did think it was be great news and a big surprise that we had a delivery date that he very much wanted. On most email threads we would give an answer and he would come back with a negative response for the answer. For example I would say your delivery is next week well he answered okay the end of ******. I told him no sir that's not true but in fact a week. I am so sorry that he has not received his registration papers but when you work through a lender they have channels to work through before it reaches the customer. He used a very big lender and unfortunately the paperwork went to corporate and not the local office. Each lender has specific instructions on when they would like the titles mailed and we have to follow the instructions. We were given a negative review for a process we have no control over.Customer response
08/08/2023
I never received anything from the business. They asked me why I was posting questions to the BBB - these clearly aren't questions, they are consumer complaints.Business response
08/08/2023
********* has repeatedly sent his concerns to BBB but has not contacted our office so that we can give him the address of where the title was mailed to. **** ******* ******* **** ** *** ***** ****** ******* ** **********. A call was placed to ********* today and he states no one has told him it was mailed to **** ** *******. If you recall our last answer we notified him of this same answer and sent him an email. The manufacturer has advised the same answer. We have no problem answering this complaint again but it very unnecessary and same issues we had with previous communication. There were several calls placed to **** and we have a record but he wanted an email instead. We are not perfect but try our best to respond even with a limited staff. The paperwork is legal and we try our best to get it out timely so the customers can enjoy their boats.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.