ComplaintsforCrownline Boats

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a boat in 2018 that came with a 3 year warranty on canvas. Within 2 years, the canvas ripped and Crownline won’t honor the warranty. They’ve sent me back and forth with 2 different dealers and I still can’t get it replaced. Corporate says I have to go through the dealers and the dealers say they don’t know about warranty replacements.

  Business response

  08/15/2022

  Hello - 

   

  We are very sorry to hear that this has happened. Please contact an authorized Crownline dealer regarding this issue. Authorized Crownline dealers can be found under the "dealer locator" option on our website ************** The dealer should have all the information regarding our warranty and would have contact with our customer service department. I hope that this information helps.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 25, 2021, I entered into a contract with ****'s Family Boating, an authorized dealer of Crownline (see attached contract). The contract provided that I would receive the boat on April 22, 2022. I have contacted ****'s numerous times. They originally told me I would receive the boat in April, then May, then June, and then July. Over the past two months, ****'s informed me that Crownline has not responded to their inquiries concerning my boat. Crownline also has a policy of refusing to speak with end-purchasers of their boats. I understand there have been supply chain issues and while I am frustrated with the delay, that is not my primary complaint. My primary gripe is that after spending nearly $150,000 on a new boat, Crownline has refused to communicate directly with me or the dealer to provide updates. Surely Crownline knows by now if it will be able to deliver my boat in July. As a result of Crownline's failure to communicate, I have paid $3k for a marina slip I don't use and have cancelled summer plans in the hopes of receiving a boat that may not arrive. I recognize there may be supply issues, but that doesn't excuse Crownline's failure to regularly communicate with its dealers and the ultimate consumer. And while Crownline's policy may be not to communicate directly with the end-user, surely a reputable company would make an exception to this policy (dubious to begin with) when it has failed to deliver a boat that was ordered nearly a year ago. I am seeking a clear communication from Crownline providing me with guidance on when I should expect to receive my boat along with a reduction in the purchase price of $5k in damages, which includes a substantial payment I made for a slip I can't use. With respect to communication, at a minimum, Crownline should be able to inform me whether the boat will be delivered before September. If it's not in production yet, it certainly won't be delivered in July.

  Business response

  06/28/2022

  This issue has been resolved between the dealer and the consumer.

  Customer response

  07/06/2022

  Yes, I heard from the dealer who says that he "thinks" he will have the boat in August, but my complaint is against the manufacturer.  I have not heard from Crownline.

  Customer response

  07/26/2022

  The company's response is misleading.  It was not resolved between myself and the dealer.  I have not received the boat and I haven't heard from the company.  The issue is not resolved. 

  Business response

  08/02/2022

  Hello -

   

  As a manufacturer, we provide no guaranteed time of when a boat will be completed. We do our best to estimate time based on internal and external factors that go into the boat building process. Unfortunately with the current climate of the supply chain within our industry (and others) we have been experiencing delays which has unfortunately caused a delay in being able to get boats built, as well as the boat in subject.

   

  In our original response, we were advised by **** ****, the dealer, that this issue was resolved between her and the consumer. We have been in contact with her and have advised her on the estimated time when we expect this boat to be completed. The boat is currently in process and we hope this issue is now resolved. We apologize for the inconvenience incurred and all the delays that have been experience as we know they are frustrating. 

  Customer response

  08/04/2022

  Complaint: ********
  
  This issue has not been resolved and it is wholly disingenuous to suggest otherwise.  I ordered the boat nearly a year ago and have still not received. The boat was supposed  to be delivered by April.  The dealer has informed me that Crownline has not been responsive.

   

  Several weeks ago the dealer informed me that Crownline assured it that the  boat would be delivered this week, but Crownline has apparently gone silent yet again and there is no update as to when the boat will be delivered.

  I understand Crownline has taken the position that the months long delay in producing a boat that i ordered nearly a year ago is justified by “supply chain issues.” While global supply chain issues are real, Crownline appears to be using it as a pretext to justify its refusal/inability to deliver the boat inlaid for without so much as an explanation or update.
  

  Unlike most boat manufacturers, Crownline has refused to communicate with the end-user customer , instead taking the position that all customer communications must be directed to the dealer who Crownline is apparently leaving in the dark.

  To be clear, I am simply asking that Crownline behave like a reputable company and provide me with regular and candid updates regarding the progress of my boat for which I’ve paid nearly $150k.  This is not an example in which a manufacture is fabricating millions of commoditized products and is unable (due to costs and time) to communicate with end-users.  There is a limited number of boats that Crownline manufactures each year and presumably an even more limited number of boats for which Crownline is experiencing delivery delays comparable to my circumstances.  Surely as a reputable company, Crownline owes a duty to consumers (those without whom Crownline would have no business) to communicate the status of delivery.
  

  As I previously mentioned, Crownline’s refusal to provide me with updates  has resulted in my spending $3k on a marina for which I have no boat.  I am seeking reimbursement for the $3k I incurred as well as regular updates from Crownline on the status of my boat. If Crownline is unable to deliver my boat indefinitely, I expect it to advise me of this so that I can pursue all available remedies against the dealer and/or Crownline.

  
  
  

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

• Initial Complaint

  04/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Crownline Boat XSS from D and R Boat World last August 2021 and was told it would be ready for delivery this spring 2022. Since that time, I have not received accurate information from Crownline and my contact at Crownline, ********************* does not answer any of my emails or phone calls. Most recently, I called and the receptionist hung up on me. In my opinion, this is rude and unprofessional.I explained to her that all I wanted was an answer not to be adversarial. She refused to provide me with someone else to speak with and hung up.At this point, Crownlline has created an adversarial relationship with a customer who just bought a boat for $140,000.00. While this company may not consider this a lot of money, I certainly do.I would like the BBB to contact Crownline in order to get an accurate time when my boat will be delivered. I also expect an apology from Crownline for the neglectful, rude and unprofessional manner in which they are handling my request.

  Business response

  05/10/2022

  Hello - After talking to my internal sales manager, this issue has been resolved between us, the dealer and the consumer. Unfortu****ly, our sales manager had been out for about three weeks and did not have access to his email at that time, and once he did respond, unfortunately the message went to her spam folder which created extra delays. Currently, we are having supply-chain issues which is the cause for multiple delays in boats being built as originally scheduled. Once our manager got into contact with the consumer, this was explained and the issue was resolved. We apologize for any inconveniences incurred and hope that the consumer enjoys the boat that they purchased and are definitely appreciated as a Crownline customer.  

  Regards

  ****

  Customer response

  05/11/2022

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a $100k+ Crownline 255XXS last December. We paid cash in full. Boat came in early May, we received the boat in June 2021. The representative who sold us the boat "forgot" to order a cover. I have nicely requested an update on the cover over the last 5 months. No updates, no cover, no response from American Marine in Shawno. The management team there is less than desirable. We paid, we should receive our product. Crownline corporation redirects to our representative, who continues to do nothing. We need our boat cover. I would highly recommend not doing business with Crownline or their representatives/dealers.

  Business response

  10/14/2021

  The mooring cover cited in the consumer’s complaint was ordered with the boat by the selling dealer.  The mooring cover was backordered by Crownline’s supplier and was not delivered with the boat.
  
  The mooring cover is a new product that has not yet been approved for distribution.  Crownline’s supplier has been forced to suspend some functions at their manufacturing facility including new production development due to chronic absenteeism as of result of COVID occurrences.  This caused an unforeseen delay in the availability of this mooring cover.
  
  Crownline has contacted the dealer and has been in direct contact with the consumer.  Crownline has offered the consumer an upgraded bow and cockpit cover to replace the backordered mooring cover.  The consumer has accepted this resolution and Crownline will arrange for installation of these covers at the consumer’s dealer of choice when the boat is removed from storage in the spring.  

  Customer response

  10/14/2021

  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.
  
  Sincerely,
  
  ****** ****

*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. ↩