ComplaintsforLowe Metal Boats

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my new Lowes Pontoon boat 2023 SS210 from my local dealership. The first time I drove it to the lake with the Bimini zipped and in traveling position, the front Bimini frame partially broke, and the canvas was shredded. The dealership looked at the damage and agreed that this is not user error and help me make a claim with ****** warranty department. The manufacture only agreed to sent replacement frame and not the canvas. There is a 10 year warranty that came with the purchase of the boat. I spoke with a representative from Lowes and he had no idea what was covered under the warranty and would not allow me to speak to anyone else. Please help me resolve this, all I am asking for now is for the Bimini canvas to be replaced. Thank you for your help. Claim # ******** From ****** website:"This ten-year bow-to-***** component warranty includes but is not limited to all electrical components, live-***** and plumbing, stereo, gauges, switches, and depth finder, Bimini top, console(s), windscreen and steering wheel, changing room (if equipped), furniture, marine grade carpet and vinyl; and fuel system"

  Business response

  12/04/2023

  December 4, 2023
  
  
  Complaint No. ******** *******************
  
  
  To whom it may concern,
  
  This letter is in response to Mr ****** complaint submitted November 30, 2023.
  
  We received a case from the dealer regarding this bimini frame on July 11th saying that the frame broke while the customer was setting it up and asked for guidance.  They sent a couple of photos showing the frame that was broken, but none of the canvas. We submitted the photos of the damaged frame to our supplier immediately.  On July 19th we requested further information about what happened, how did the damage occur, and asked for a photo of the tag.  This information was not provided to us at any point other than the initial claim that this occurred when the frame was being setup.
  
  The dealer reached out on September 20th asking where the frame was. By this time our vendor had denied warranty due to the nature of the damage not being a warranty issue.  We decided to order a replacement frame under good will, and still had not been made aware there was any other issues, and no other photos were provided.
  
  Upon receiving the frame that was given under good will, they asked where the canvas was.  It was reminded to the dealer that the canvas had not been reported as being bad, and we asked for photos again.  They then relayed that they could not because the canvas flew off when the frame broke. This is contrary to the original claim that the frame broke when they were setting it up.
  
  Our warranty covers manufacturing defects and does not cover damage incurred by mis use and abuse. 
  
  Thank you,
  
  
  
  *************************
  Lowe Boats Warranty Supervisor

  Customer response

  12/05/2023

  Complaint: 20935216
  
  I am rejecting this response because:  I apologize but I did not receive a copy of what was submitted by the dealership on behave of my claim.  The bimini frame broke while we were in tow to ***********, we had the bimini frame down in traveling position, and the canvas boot was on and clipped ( we replaced the original plastic clips to keep the zippers together with metal S clips, the provided plastic clips had fallen off before while we towed the boat to storage).  We did not miss use or abuse the bimini frame nor the canvas.  The incident happened while we were driving on the freeway going 45 mph.  The canvas and the canvas boot had flown off, we were not able to retrieve it due to busy freeway traffic.  We had reported all of this to the dealership after coming back from the trip.  I wish we were able to contact you guys directly and maybe this misunderstanding could of been cleared up.  I am not sure what else we could of done to prevent this from happening.  We were told that this should not have happened by the dealership.  I tried calling and speaking to someone in warranty department, but the gentleman whole answered the call said " I have no idea what is covered under the warranty, and your claim is already denied so it is what it is", he was rude and unprofessional.  During the same trip to ***********, I also noticed that some of the 4 screws was missing, the dealership had replaced those s**** for us already.  I am frustrated that a brand new ****** pontoon boat is falling apart with very little use.  Please help me resolve this, If I am doing something wrong please me know, I would like to keep my boat in tip top shape if I can.  Feel free to contact me if you guys want to discuss this over the phone ************.
  
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Lowe UC200 pontoon boat brand new in 11/2021 from my local Lowe dealer in Woodstock, IL. This dealer offered full service including insurance claim repairs and because they were reasonably close, this was a factor in my decision to buy a Lowe pontoon. A year later that dealer ended its contract with Lowe and could no longer perform repairs as of 12/31/2022. I started going to another Lowe dealer in Wauconda, IL since they were the only one around and that my boat is still under warranty. Then the unthinkable happened in October 2023, my boat got damaged by a 3rd party boat detailer that this dealer contracts with to do bottom washing. An insurance claim was filed with my insurance company who is fighting with the detailers in subrogation. Although this is not Lowe’s fault nor mine, my problem is this dealer doesn’t offer service to replace damaged pontoons but can only order them. The other Lowe dealers are at least 2 hours from my home and 1 hour away from the boat. Now this has caused me a lot of frustration and grief. I tried finding another shop reasonably close that is not a Lowe dealer only to get push back about the 10 year warranty being void if they do the work. I understand that and I am now trying to work with another Lowe dealer Center Pointe in Pewaukee, WI but the order on the pontoons already was placed with my local Lowe dealer. Now this dealer is raising concerns that they should be the ones to order the toons and it’s causing me more frustration even though the toons are being delivered by Lowe. I just want my boat fixed but I am very disappointed Lowe doesn’t have its act together to have a uniform service code for all dealers to offer the same services especially when the choices in Lowe dealers are far and few between. My boat is located near the 3rd busiest waterway in America yet I can’t get service to fix my boat there. The situation I am in is unacceptable and I will not buy another Lowe boat after this bad experience.

  Business response

  12/04/2023

  December 4, 2023
  
  
  Complaint No. ******** ****** ******
  
  
  To whom it may concern,
  
  This letter is in response to Mr ******’s complaint submitted November 23, 2023.
  
  To recap, Mr ****** purchased the boat from a dealer that has since parted ways as a Lowe dealer.  He had an issue arise where damage was incurred to his boat by a third party and will be covered under insurance.  He reached out to his closest dealer and while they were able to order the replacement pontoon logs, they were not capable of actually doing the work of putting them on the boat.  There was a dealer that was further away that was capable of installing the pontoon logs, but this would be a bit of logistical trouble for the customer.  The complaint is that all of our dealers are not capable of performing all manner of work on all Lowe boats.
  
  In response to this, I would point out that we sell a very wide range of boats to a wide range of dealers.  Some dealers only sell pontoon boats, while some only sell the most basic jon boat.  Each of our dealers has a signed service agreement that is not exactly the same as all other dealers.  Most dealers can do normal service work on all boats they sell, but replacing the pontoon logs on a boat is a major undertaking and not considered normal service/repair of any kind.  If this were warranty damage and the dealer could not take care of it, we would (at our cost) bring the boat back to the factory to perform the repairs.
  
  We do try to have our dealers qualified to effect repairs on our boats, and the more they can do the better.  However, to have all of our dealers certified to do all repairs required on all boats we make no matter how major the issue, is a bit of an unreasonable expectation.
  
  
  Thank you,
  
  
  
  ***** *******
  Lowe Boats Warranty Supervisor

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchase a FM1775WT from **** in Feb 2023 for $38,000 cash, it was delivered in May 2023, severely scratched, a hole drilled through the bottom of the boat ( assembly accident) the boat has been sitting at the selling dealers since June 6th and Neither the Dealer or myself can reach anyone at Lowe, I demand a NEW boat or this one repaired by June 16th 2023 or there will be a lawsuit filed, You do NOT sell someone a boat for $38,000 send it with a hole in the bottom and then take your phone off the hook- My Phone # is ###-###-#### if you wish to rectify this situation

  Business response

  06/20/2023

  In response to complaint ********

  We have been in contact with **** ******, and are in the process of resolving his problem.

  Customer response

  06/20/2023

  Complaint: ********
  
  I am rejecting this response because: The boat left the factory with TWO (2) holes drilled through the bottom, 1st time in the water it SUNK !  This boat cost me $23,000 + CASH and after an overnight patching job, this is NO longer a new boat, I received a response today (6-20-2023)  from **** directly

  " I was pushing up the chain to try to get you some sort of discount on your boat for the troubles you had right out the gate.  We took it to the president of **** boats, and he declined giving any kind of compensation for your trouble' 

   WRONG answer on *****'s part - I do not want to escalate this to the next level, but will, if need be-

  I am Demanding a discount on this purchase based on the grounds it was NOT/ NOR is,  a new boat
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter about our 2020 Lowe ST195 and saying there is a level flotation issue. I tried calling Lowe boats about getting the inspection done. I contacted a boat doctor and he said he has done this repair for another boat and the way they are doing it is not correct. I spoke to ***** in mid may from Lowe and he was supposed to send someone to ********* ****** ****** * ****** in Wappapello and that never happened.

  Business response

  06/20/2023

  To whom it may concern,

  In response to the complaint ID of ********.

  The recall issued is in correspondence and cooperation with the United States Coast Guard.  The specifications for the repair were done by our engineers and authorized by the USCG.  These repairs can only be done by an authorized Lowe Boat dealership.   If a customer works with an outside vendor they are not allowed to do the repair.  The customer said they spoke to a "*****" at Lowe boats who promised to send someone to ********* ****** ******.  There is nobody by the name of ***** that works in any management level of any kind at Lowe boats.  Our dealers are able to perform this repair, the customer just needs to get it in.

   

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently own a 2010 175 fs Lowe. The boat stays garaged for most of the year and still appears new and not abused. In 2019 I began getting water in the boat and brought it to a certified Lowe dealer. The dealer agreed to fix the problem under warranty after consulting with Lowe. The boat was fixed and things were okay until 2022 when it began to leak again, only worse. I contacted a dealer in regard to the warranty (10 yrs). The dealer put me in touch with a Lowe representative who informed me that they would not be covering the issue under warranty and to bring it back to the dealership who fixed it. The dealer put me in contact with the welder who performed the repair. He took a look at the work and informed me that some work was done after he welded the cracks and refused to get involved. At this point everyone has washed their hands of the problem as my boat continues to fill with water. My issue is Lowe not wanting to stand by there product or the repair, which was authorized the first time. I understand the issue with an expired warranty if the cracks were new. The fact of the matter is the cracks are the same as those previously repaired. I have brought the boat to several places who do these types of repairs and each has told me they can’t fix it. I am willing to bring the boat to any authorized dealer for proper repair but believe it should still be covered under warranty.

  Business response

  06/20/2023

  In response to complaint ********

  Our warranty on boats is very specific and we offer a lifetime warranty on the center keel, and transom welds.  We have a pro rated 10 year warranty on any other section of the hull.  We repaired this boat in 2019 under "good will" and did not charge the customer even the pro rated cost of the repair.  When it was reported to have issues again in 2022, we refused as the damaged area was not in the center keel or the transom where there is a lifetime warranty, and was 2 years past even the prorated warranty on the rest of the hull.  We did recommend going to the original repair shop, as they would be the most likely to be able to assist the owner of the boat with repairs.  Every manufacturer has warranty limits and we already exceeded them in the name of good will on the previous repair. We will not be repairing this boat under warranty, as the damage does not fall under our warranty.

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Speedometer not working.Motor will not go past **** rpm Boat speed doesnt go past 24 mph base on fish finder

  Business response

  05/16/2023

  In regards to ************ ST175 and the customer complaining about the speedometer and engine rpms.  We had been working with the customer on some questions he had on the design of the drain system in the back, but the customer never mentioned anything about the speedometer or the performance of the boat.  The customer also had a recall done at the selling dealer and never mentioned to the dealer any of these issues either.

  We contacted ***** to inquire as to this new problem.  We then found a local dealer that could review his boat, and even resolve any issues if they were found.  At this time, there is nothing more we can do for this customer until they have their boat evaluated.

  Customer response

  05/17/2023

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

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/24/22 we purchased a 1775 FM WT Lowe Fish Ski boat at ******* *** for $40,000 (************). Received boat 7/22 and within weeks discovered boat has safety defect. Ski-tow bar does not properly lock in place, presenting a safety risk. Lowe's has known for 8 months of this safety issue. Lowe made the decision, after evaluation with Leaders, that the boat needed to be returned to them for repair. Our boat has been sitting at ******* *** since September, 2022 awaiting pick up by Lowe. We have received multiple promises of when the boat will be picked up for repair. It is now March, boating season is fast approaching, and our boat has not been picked up for repair as promised. Promised pick-up date seems to be a moving target. We expect Lowe to have made this repair in a timely fashion. We shouldn't still be waiting for a safety defect to be successfully repaired 8 months later. We need to have this boat repaired and back to us by boating season (April, 2023) or have a replacement boat delivered to us.

  Business response

  03/30/2023

  In regards to the Lowe FS1775 with the ski town alignment issue.  We were informed of the problem shortly after they bought it in July.  The customer decided to continue using the boat until the end of the season.  We always try to get a boat back here immediately especially anything that could be unsafe, but many people want to wait until winter to have it repaired.  Lowe Boats sent a transport cover upon request from the dealer in October, but did not receive confirmation the boat was wrapped and ready for pickup until the very end of November.  At that time we were beyond maximum capacity at our facility for repairs and were not able to bring the boat back.

  The dealer was more confident as to repairing the boat, so recently they asked for approval to do the repairs themselves.  They have since been able to repair the boat, and it is now ready for customer pickup.  We always ask customers to bring the boats right in when they discover a problem, and when they wait till the busiest time of the year, it is handled on a first come first serve process.

  Customer response

  04/05/2023

  As a follow-up to our claim filed with BBB (#********) against Lowe Boats, we are thrilled to confirm that the needed repair was made at a local dealership.
  Although we are pleased the repair has been made, we will not “accept” Lowe Boats response to our claim.  In their response to our complaint, Lowe Boats acknowledges they had been aware of the needed repair for 8 months.  The remainder of their narrative, in my opinion, is simply an attempt to re-focus responsibility.  None of the items  stated in their response were ever communicated to us.  It was never communicated to us that the boat needed to be returned “immediately” to be able to get repair completed in a timely fashion.  We kept the boat in the water for ~6 additional weeks to use for fishing (which was not a safety issue).  When date after date came and went for pick up, it was never communicated to us that Lowe’s window for pick up and repair had passed.  Also, interesting that it was only after we filed a complaint with the BBB that it became possible to repair the boat locally and a situation which had been continuing for 8 months was solved within 2 weeks.  So thankful the BBB is there to assist consumers, but so disappointed we had to use their services.

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a fm 165 all welded boat made by lowe in 2020.original owner had paper stating warranty transferred and I did transfer all paperwork. The boat had 12 hrs on it , a 2018 bought new in 2020 from ******'s.started taking on water in a few months and found cracked hull in 2 places .not a scratch on it.contacted lowe and because of pandemic everyone was working from home. Months later I finally talked to someone who said to late to transfer warranty. 2nd yr of limited lifetime warranty as I did transfer all I had.dealed with bank owner financed through ******'s for 7 months because of covid no one talked to me.original owner contacted lowe and they wouldn't honor warranty. I have had boat repaired 3 times due to fabrication error and keeps cracking.4 yr old boat like new leaking for 3 yrs. Useless.this is a 30 thousand dollar boat. I want to warn others of this problem as lots of same problems occurring daily with these boats. Because of covid,working from home I never received all warranty info, costing me a lot of money

  Business response

  01/18/2023

  We received your letter in regards to ******* *******'s complaint about the warranty transfer process for Lowe Boats.

  Lowe Boats only allows the warranty to be transferred to a second owner if this is done within 30 days of purchase.  The new owner is required to submit a copy of the bill of sale, the transfer form, and a check to cover the transfer fee.  This is detailed on our website, and they can mail the forms and check in directly to Lowe Boats.  ******* did not transfer the warranty under these guidelines, and therefore does not have a warranty on his boat.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Lowe Pontoon and have issues with the help cracking, upholstery and flooring falling apart. I have emailing and sending messages online for 5 months with no response at all. I filled out all the proper paperwork on time and now here nothing from Lowe Boats. Please help me as my pontoon looks terrible and helm, upholstery/floor is getting worse every day. I want to speak to them asap. Thanks

  Business response

  01/05/2023

  We received your letters in regards to ***** *****'s complaint of a lack of help or response from Lowes boats.

  We work on all warranty issues primarily through the closest dealer to the owner of the boat as we have on two prior occasions on this particular boat.  Once in late 2021, we brought the boat back to the factory to repair a leaking pontoon, and again in 2021 we replaced a damaged helm seat under "goodwill" and not warranty as the seats were not being taken care of properly.  We do not cover any damage from lack of care on a boat.  These repairs were done for the previous owners as our records show the boat was sold to ***** in August of this year, but then the warranty was not transferred until December of this year.

  The dealer who has worked with the prior owner on these two prior occasions is still in business, and works with us on warranty issues.  They have not contacted us on any further warranty claims or concerns on Mr. *****'s boat since the last claim, nor have any of our other dealers within range of the new owner, ***** *****.  We have no record of ***** ***** contacting Lowe boats directly, and if he had we would have immediately directed him to get in touch with his closest dealer as is standard procedure for working on warranty issues of any of our boats.

  It is the sole responsibility of the owner of the boat to know the warranty and the specific exclusions in the warranty.  We do not cover environmental damage to a boat from a lack of care.  This was obviously the case from the previous owners damaged seat that we replaced under "goodwill" but we are not obligated to do this for any other damage on the boat related to poor care.  ***** is the second owner of this boat, and bought it "as is."  If the previous owner did not take care of the boat, that does not mean we will fix damage incurred by lack of care for the new owner.

  I am including a copy of our warranty on that boat for review of our warranty policy.

  Customer response

  01/10/2023

  Complaint: ********
  
  I am rejecting this response because: First off, I thank you for your response. This has been very challenging to say the least. When I was looking at the boat to purchase, the owner assured me that the Captains seat and torn upholstery would be covered under warranty and showed me the warranty and even gave me the number to the dealer working with the warranty. I called them and they said that the captains chair would be in the shop soon and it is now there and available for me to pick up. They also said that the upholstery is covered and that they were in contact with Lowe about the tears in all areas of the upholstery. So I left it at that with them. I then contacted Lowe through your website about the upholstery, the cracking of the helm and the transfer of warranty. I did this through the Lowe website and I did not get any response. So I called multiple times with no answer or response to messages. So I emailed once again through the Lowe website and did not get a response once again. So multiple attempts with no response for months. I then contacted a different dealer called * **** **** where ***** said he spoke with *** ****** asking him to get in touch with me That never happened. * **** coached me into filling out the warranty transfer which I did and you guys at Lowe cashed the $250 check I sent. Please please please work with me on this as it is very important and the pontoon looks terrible with rips and cracks all over. Can someone from Lowe get in touch with me please? 

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

  Business response

  01/25/2023

  We allowed the transfer of the warranty to Mr. ***** even though he did not comply with our requirements to transfer the warranty.  This must be done within 30 days of purchase of the boat and this was not done.  However, we made an exception and Mr. ***** does have warranty on his boat.

  That being said, the damage incurred to this boat was reviewed by our team back before Mr. ***** purchased the boat and was determined at that time to not be warranty.  We did replace the seat under good will and suggested to the dealer that the customer needed to take better care of their boat.

  We have made exceptions with the prior owner and replaced the seat under good will and with Mr. ***** the current owner by allowing him to transfer the warranty.  We do cover under warranty our upholstery for manufacturing defects.  However, we will not cover under warranty, a lack of care  or environmental damage done to the boat.  The damage to this boat was determined by our team, our vendor, to be a lack of care and environmental damage.  These are clearly listed under our warranty as not covered.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new 2070 Lowe Roughneck DLX tiller less than 2 years ago. About a month ago the main keel in the center of the boat cracked, causing the front of the boat to lose all strength, Further damage had been caused as a result of the crack. I have reached out to Lowe many times via phone, email, and ******** with zero response or feedback. After finally getting a response from Lowe, they are not being helpful in any way and blocked me on ******** messenger which was the most recent point of contact. This boat is still under a manufacturer warranty, but they are doing absolutely nothing. I even assisted them in evaluating the boat by paying for a non-invasive boat assessment to find cause of damage. It has been weeks since they have had the report with no response in what they plan to do about this. After being in contact with several other Lowe customers this seems to be an on-going trend. I am still making payments on a boat I cannot use. I'm not looking for anything unreasonable, just the hull be replaced like it should be.

  Business response

  08/15/2022

  We received your letter in regards to *********** ********* complaint of his service with Lowe Boats.

  Our warranty department was asked to look at some pictures of damage that occurred on a Lowe boat owned by *********** *******.  The owner of the boat stated that he was running the boat with several passengers on extremely rough water.  This boat is a river boat with a flat bottom not designed for extremely rough water.  When he got home he saw that there was severe damage to the bottom of the hull.  After reviewing the pictures with our team, this all looked like wave impact damage as we have seen before, and Lowe's denied warranty on the boat.  Our warranty specifically states if damage is caused by improper use, or abuse this voids the warranty.  It also specifies wave impact damage will also void the warranty.

  *** ******* insisted it was because of a factory defect and hired someone (not a marine vetted inspector) to write a report stating it was Lowe's boats fault.  After he gave me this report, I sent it and all of the photos I had to the engineering team.  It took a week or so, and they decided to bring the boat back for evaluation.  I informed ***** of this decision, and we are currently in the process of bringing his boat back.  I was in contact with ***** through this whole process, and never failed to return his emails as to our progress.

  At this time we are waiting for our transport company to pick up the boat.  I replied to an email just this morning from ***** letting him know where we are at.  His statement of getting zero responses is untrue and I have a very long email chain that can show I have been as helpful to him as possible.  We take our warranty seriously, and this case still looks to be customer abuse of the boat.  However, as a gesture of good will, we are going to have our team look at it on site at the factory at no charge to the customer.  At that time, our engineering team will decide if it was abuse, or a factory failure.

  Customer response

  08/15/2022

  Complaint: ********
  
  I am rejecting this response because:
   Never once did I state "extremely rough water", now putting words into my mouth to get out of the manufacturer responsibility to handle this.  I have owned boats for over 20 years, to say I abused a boat Is absolute blasphemy. I know how to operate boats in all types of weather. I have never had any boat damaged until now, this being my first lowe boat. To state something that the manufacturer is totally unaware of due to the fact they were not there is crazy. Lowe will go days without any response to any emails, calls, or voicemail left to them. I just called and left a message to call me back today in which im sure will not happen like every time before. I have been blocked from Lowe Boats ******** page in an attempt to hide my experiences with this manufacturer.  That is deceiving any customers buy keeping me quiet. I have been in contact with other lowe customers with the exact same problem. so if other people have the same problem, are you saying that multiple people across the country have all "abused" the boat? Highly unlikely. I have all email communications with days between answers. And a call log to prove no return calls. I'm being patient and reasonable. 
  
  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. ↩