ComplaintsforUSA Marine Inc.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased pontoon boat from USA Marine in July 2017. On July 30th we noticed a stress fracture spreading along the console and contacted manager ***** *********. We sent the hull # and a photo of the issue, he replied that this was under warranty and the boat would be repaired at their facility. Our boat was picked up and brought to the marina for the repair in 2018. We were told the process would take approx 2 weeks and when that time passed, we called inquiring about the boat and we were told that the factory sent the wrong color and it did not match the console. They did not have an eta on when they could next get to the repair. The boat was returned to us until they had the correct color/could reschedule repair. After much time passed, we made numerous contact attempts we could not get anyone from USA Marine to get back to us via phone/email to reschedule our appt. October 2018 we again emailed ***** for the boat to be picked up, were told he would forward to service dept as "they have the schedule" we never heard from the service dept or anyone from USA Marine. This goes on and on through 2021. As time went on we still had no resolution to this matter though I called numerous times. Our last conversation with USA Marine in April 2022 was that they "cannot make appts", "they are too busy", our issue is just "cosmetic" and that it is not their fault "that the company sent them the wrong color." They stated to just "drop the boat off to them at the end of July". First we cannot drop off boat as we do not have a trailer (which they know), they have yet to give us any time frame for when the repair will happen and be complete, and also have not confirmed that they have received the correct console color from the factory.

  Business response

  06/13/2022

  Hello-

  We'd be happy to pick-it up and return in to you asap, although the process could take up to 3 weeks. The fee to pick-up / deliver the boat would be $300.00 {the first time was gratus by USAM}. The Maker does not warrant pick-up and delivery. The actual repair would be honored / covered by us, since the Maker will not provide any coverage this late in the game. Cosmetic repairs are limited to the first year of ownership. Payment for pick-up would be cash when the Driver meets you at the ramp. 

  Best;

   

  *** 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/1/2021 USA Marina took custody of my Sun tracker party barge 22 foot pontoon boat from the boat ramp in shrewsbury Massachusetts. USA marina was to winterize and store my boat for the winter months. I took photos of my boat before it was picked up. On 5/25/22 I paid the charges in the amount of $675 to then have my boat dropped in to lake quinsigamond on 5/26/22. On 5/26/22 USA marina met me at the boat ramp to drop in my boat and it was missing two sun deck cushions on the back. I was told first they rotted off, then they possibly flew off then spoke with USA marina and was advised the boat was brought in with no cushions and they could not locate them. I have been using USA marina for 30 plus years for their services. The cushions were the only original pieces left of the boat after redoing the entire thing and not only cost money to reupholster but also have sentimental value. I spoke with USA marina and they have denied and liability for this happening and refuse to make the situation right. USA marina was in the care custody and control of the boat when the cushions went missing therefore they should be held legally liable to replace them. USA marina has offered my a discount for new cushions but that is completely unacceptable. I would like a fair resolution to this issue as the cushions went missing while in thier possession. Additionally when speaking with USA marina about the missing cushions I was sternly told that I was given a discount of $100 and did not need my business. The way this was handled was completely inappropriate and terrible customer service as a paying customer I expect better and no customer should be treated that way.

  Business response

  05/27/2022

  Contact Name and Title: *** ******* / Operations
  Contact Phone: ************
  Contact Email: ********************
  Ms. ****, we're sorry the cushions went missing. A review of the facts are in order. First, you have stated that the cushions that are missing are "original". Even through insurance means, depreciation of said cushions would put the value of them close to zero, being that they are as old as the boat, which happens to be a 2002, or 20 years old. I understand these two cushions were left in that original condition due to sentimental value. You have stated that pictures were taken prior to pick up. I'd like to see pictures of the boat on our trailer the day of pick-up. If those are fact, then we can deduce that they went missing during transportation which we disclaim ourselves from. ANY loose components must be stowed away or removed by the client prior to transportation. Notices are posted in our lobby and on the paperwork when the boat was picked up. You stated that the cushions were screwed down. Again, as our driver stated, perhaps rotted backing caused insecure mounting. If the cushions had been in good shape, fastening them by screws would not have allowed them to "blow-out". Especially knowing the trip time is less than 15 minutes and 10 miles, with no highway travel. Our duty and responsibility is to be sure the boat itself is secure on our trailer and transported to our establishment safely, which was done....for over 20 years.
  In these cases, we have a special consideration from our Upholstery Subcontractor on discounts. We do not mark up, nor make one penny on this process. We offer this to you as stated in the past. Ms. ****, this would be the first BBB complaint we've had in over (I'd guess) 30 years. We do our best to resolve situations amicably and thoroughly. To ask us to "replace" 20 year old cushions is beyond reasonable for something that is clearly not our fault. We stand by our only and final offer.

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