ComplaintsforWhite River Marine Group

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new tracker boat and trailer (which the boat is perfect) January 21st, 2023 and picked up January 28th. Trailer leaking grease. Took back to bass pro shops 2/13 they replaced seals and said it was good to go. Got as far as the rest area and noticed still leaking so turned around and brought back. They then had it until March 16 where they replaced the axle. Still leaking and brought back again and picked up again after they complete rebuilt the hub May 11th. Still leaking yet again and had to wait for yet another axle which was replaced again August 25th..still leaking and zero resolution. It is a 4 hour round trip to our closest bass pro shops and warranty approved location which caused some delays in time of either getting it back down there or the repair shop blowing us off after multiple calls and tracker customer service is not helpful at all. Their advise just keeps being to speak with the repair center. Tell me at what point or what needs to be done to resolve this matter. Extremely disappointing that this first time boater experience that was supposed to give us joy and quality family time had turned into a disaster since we bought it.

  Business response

  11/08/2023

  This has been sent to corporate management for review. 

  Customer response

  11/08/2023

  Complaint: 20746086
  
  I am rejecting this response because:
  
  This isnt an acceptable response to let us know what exactly is being taking care of to resolve the issue. Further clarity would be appreciated as to what is being reviewed and done to resolve the issue as this has been an ongoing issue since February and has been requested to be escalated with a call back several times which hasnt happened still to this day. 
  
  Sincerely,
  
  *********************************

  Business response

  11/22/2023

  We received word from Tracker Warranty today that they would like to return the trailer to the factory.

   

  We are in the process for setting this up.

   

  Thank you,

   

   *******************************

  Boat Manager

  Customer response

  11/23/2023

  Complaint: 20746086
  
  I am rejecting this response because:
  
  Although arrangements are made to have the boat and trailer brought to the factory for evaluation this complaint shouldnt be closed until the issue has actually been resolved. I am satisfied with there being next steps towards a resolution but to say the issue is resolved and to close this case wouldnt be factual. I would like this case to remain open until the issues have been fully resolved. It also isnt being communicated exactly where our boat and trailer is going other than the factory and how I will receive updates on the progress as I cant seem to speak with anybody directly from Tracker.
  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased Sun Tracker pontoon new from Bass Pro Shops in ******* July 2022. Several minor warranty issues were noticed by the end of the summer and beginning of summer 2023 with plans to take to dealer for work at the end of summer. In late August 2023, a hissing sound was heard coming from one of the pontoons and found to be leaking. After immediately returning to boat for warranty work, the repairs took a month to complete with updates only provided after repeated phone calls for status. The first agent, ****, reported a welder had inspected the boat and was to provide a quote. After 2 more weeks, it was disclosed the welder did not inspect the boat but it had been confirmed to be leaking. After the weld was confirmed to have been completed, we were then informed parts had been ordered but not received. When we went to pick up the boat, it was discovered one repair that was requested was not performed (hinge replacement) and one repair identified under warranty was never mentioned and had not been fixed (leaking trailer bearing). After the boat was finally picked up after all repairs were completed, new cosmetic damage was identified on the left side of the boat that was not present when it was first dropped off. White River Marine Group corporate office has advised there is nothing they will do to address issues with their Elite dealers and that all issues must be addressed with the dealer directly, even if the dealer is not addressing customer concerns or legitimate warranty issue.

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new 2022 Regency 230LE3 Sport Pontoon Boat on March 26, 2022. This boat cost ** over $100k and was purchased from a licensed dealer here in ****************. The boat had many defects that led to several warranty repairs on various finishings. Sharp ends to screws were exposed, adhesives immediately came loose when exposed to sun/heat, and loose wiring hung in various places. The boat lacks several of the features that were advertised on the website and upon inquiry, we were told that nothing could be done as these were changes that had been made to the model and the website had just not been updated (sounds like false advertising to me.) Most of the warranty issues were handled a local dealer, but now that the boating season has begun, it is immediately apparent that more issues are arising. A seat back that broke had to be replaced before, and now the seat on the opposite side is developing the same problem. We had to purchase a heat safe adhesive to replace some of the parts and longer screws for a doorstop that came out of the floor. An immediate problem (the day we purchased the boat) was the boot for the ******. While trailering the boat home, this cover unzipped itself, causing the materials to flap freely at freeway speeds. The dealer worked with WRMG to replace the boot, which took several months. The boot sent is not the correct one, which is causing extra wear from improper fit. Our ****** has a reverse camera. It is supposed to have an area cut out for the camera to fit (the first boot had this cut-out.) It is also a thinner, cheaper material. For months, the dealer tried to get WRMG to fix this problem, but finally was told by WRMG that another type of boot does not exist (an obvious lie, since we had the correct one to begin with.) I would have kept the original and repaired the zipper myself had I known this would be such a hassle. I would like to receive the correct bimini boot for the model of boat we purchased.

  Business response

  07/18/2023

  This has been sent to ******************** for review, someone will be reaching out to the customer. 

  Customer response

  07/18/2023

  Complaint: 20266750
  
  I am rejecting this response because: I have not yet been contacted by the business. Simply stating that I will be contacted is not a resolution. I don't want this case to close in 7 days if I have not been contacted. If I am contacted and the issue is resolved, only then will I accept the response.
  
  
  
  Sincerely,
  
  *******************************

  Business response

  08/08/2023

  We do show that the original bimini canvas was discontinued by the supplier.  We will however research a replacement with a camera with the parts department.  If we can get one, we will order it and send it to their dealer.  I believe the last dealer they worked with was TMBC Tacoma.

  Customer response

  08/08/2023

  Complaint: 20266750
  
  I am rejecting this response because:
  
  WRMG has still not contacted me directly as previously promised.  Stating that they will "try" to contact another party and see if they have a solution is not a solution for me. I will not close the complaint unless I am provided with an actual solution. They still sell the boat that we purchased. What ****** boot comes with that boat? That is the one we need. It should not be the one we were given as a replacement. The camera cannot be used with the cover on, which means the camera could only be used while the ****** is up, which also limits it's use to speeds under 25mph.
  
  Sincerely,
  
  *******************************

  Business response

  08/09/2023

  The original ****** was discontinued by the supplier. WRMG will research a replacement with a camera with the parts department. If able to obtain, WRMG will order and send it to the dealer for the customer. 

  Customer response

  08/19/2023

  Hello. On 8/9/23 WRMG finally reached out to me about the issue. They called and promised they had found the correct product and it would ship right away. That was 10 days ago and I have heard nothing since. I haven't received a package or tracking info. I have accounts with *********** and **** and I can see that there is no package on route via any of those 3 carriers. It feels like the company called to appease me and close the case, but no issue was actually resolved.

  Customer response

  09/23/2023

  When I sent my last customer I had not received the product. We did receive it several weeks later. You may choose this complaint now and **** as resolved.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Tracker boat from ******'s in August 2018. From day one the gas gauge did not work. After several attempts by ******'s to fix it, White River Marine Group said it needed to go back to the factory to be fixed. It went back in November of 2021. It came back in January of ************************************************* my boat. It went back to the factory and was returned in April 2022. The gas gauge still is non functioning. They authorized ******'s to do a lake test in September 2022. Problem was confirmed by them and they were instructed to replace the gas gauge. Still not fixed. White River Marine Group communicated with me over the next 6 months. In March of 2023 I was blindsided with a certified letter stating the gas gauge was working within design intent and they consider the matter closed. Completely false. No matter the amount of gas in the tank, it always reads 3/4 full. The problem has not been resolved. To be clear my complaint is NOT with ******'s but with White River Marine Group.

  Customer response

  07/05/2023

  After I submitted my complaint to BBB, I sent a letter to the *** of White River Marine Group. They reached back out to me to attempt to resolve the issue. We are still trying to work thru it to get it resolved.  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new 175 TXW from them on 3/11/23 and was told the $1000 inflation buster gift card would arrive in 7-10 business days. It’s now the end of the month and I have not seen it yet. When calling to check on the status, I was told “it was probably sent, you just didn’t see it.” No effort was made to look it up or look into it at all. Broken promises matter with my business. I’m still not sure how it takes 7-10 business days to send a automated email to generate a gift card. I’m sure if a payment falls behind 7-10 days there will be plenty of personnel to reach out to me then for sure. Hopefully this gets resolved…

  Business response

  06/21/2023

  I checked the exceptions report and found that his cards were emailed to him. I called the customer and he said that he did not receive an email and he gave me a different email address to try. (the original email was correct) I have sent dealer services the new email address for them to send the egift card to .

  
  
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It has been a nightmare. Purchased a brand new 600 EPS LE from Bass Pro Shops in Nov 2021. Less than 10 hours of use it broke and Bass Pro had it for two weeks without diagnosis and never bothered to call. I made three calls got no responses. When they did finally call they had no update and took another week to get a diagnosis. They said the head gasket broke and it wouldn’t be in until November 2022. In November 2022 they said the parts were back ordered and wouldn’t be in until January 2023. In January2023 they said they found a broken engine bolt and now it needed a new engine. Found out on 2/20/2022 that even though it was under BassPro’s care this whole time Tracker did not want to honor the warranty because it expired while BassPro had it and they “found” the broken bolt two months after it expired. White River Marine Group has directed to to Tracker Off Road saying they have nothing to do with it but after doing a search on the BBB site there is not separate entity for Tracker. They have lied on several occasions and I have no faith in their product. I would like them to buy the vehicle back and refund my payments. They do not deserve my patronage!

  Business response

  02/24/2023

  ****** spoke with the customer’s wife as she is listed as the owner of the unit and all contact information is for her. 

   

  The engine was replaced with a new one from the factory and Textron added 169 days of warranty which is how long the unit was down waiting for parts.  In addition the store provided a gift card for the inconvenience and lack of communication from the service team.  Customer picked up unit and accepted gift card no further action will be taken.

   

   

  At this time, TMBC, along with WRMG has worked with the customer, and attempted all they can in order to help resolve this customers concern.

   

   

   

   

   

  Leslie Rice

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in 9/22 i dropped my boat off for warranty repair and 2 months later and several calls to corey in auburn ny store the boat was picked up from repair shop due to high of cost for the repairs. i was told the boat was going back to the factory for repairs. Well on 2/15/2023 i called ******* ****** ** and found my boat is still waiting for factory to pick it up. now im told 1/2 weeks for a truck to pick it up and 6/8 weeks to repair it. Then how long to get it back is still unknown dealer claims by end of 6/8 weeks but i dont believe that. I was told today the factory was behind 7 months for repair work. as a customer im not allowed to talk with warranty dept everything has to be done by dealer. at this point i know whats going to happen, fast shotty repairs and more problem down the road. If you call any of there numbers you just get a switch board and you cant reach warranty dept.

  Business response

  02/20/2023

  Corporate management has received the concern and are currently reviewing. 

  Business response

  02/24/2023

  Our Regional Manager is currently working with Warranty on this. The unit has been winterized, shrink wrapped, and ready to be transported back to WRMG for warranty repair. 

  Customer response

  02/28/2023

  Complaint: ********
  
  I am rejecting this response because: i would like the regional manger and warranty dept to email me when boat arrives at factory. Then i want mang from warranty dept to email what action will be taken to repair and when my boat will be shipped back. 
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I Purchased a 2021 tracker pro 190 tx in September of 2021, by October of 2022 I notice that the transom was cracking. The cracks where in the knee brackets. I took it to my local tracker boat center at the bass pro shop in Oklahoma City. They then sent it of to the factory for a repair. I talked with *** *. her title was advocacy response administrator, I expressed my concerns about the transom (safety and devaluation of the boat). I told her I had seen how others had been repaired and expressed I didn't want mine done in this way, told her to call me before they started the repair. I was not notified until after they had weld this ugly plate on my boat diminishing its value, not to mention the safety concerns. I spoke with her again and she told me this is what we do and said they are sending it to my local Bass pro Shops. When the boat came in a took a trip to my local bass pro shop to look at the repair and it was worse than I thought it would be( unfinished welds, the mounting plate stuck out further than it was designed to and the silicone they used was everywhere on the back. I told them that was unacceptable and contacted white river marine group again. This time they put me in contact with **** ******* ( Senior Warranty Advisor). **** informed me that their stance was that's a good repair and they will do nothing else for me. I informed them that I don't accept that as a repair. He then sent me an offer of a $3000 subsidy to go towards the purchase of another White river marine boat if I traded mine in. They valued Mine at 18,000(worth 29,000 just one year ago), they then told me a new boat identical to mine would cost 32,000. So with their offer they were telling me if I gave them another 11,000 dollars I could have a boat that was not compromised due to their questionable workmanship. I said that will not work either I was informed that's the only offer they are willing to offer me. **** *************

  Business response

  02/16/2023

  The customer has picked his unit up from the TMMC OKC location. This can be closed as resolved. 

  Customer response

  02/16/2023

  ********** ********
  I am rejecting this response because:
  
  Tracker/White river marine never fixed the problem correctly, instead they just threatened me with storage fees if I didn’t pick it up .
  
  Sincerely,
  **** **********

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a new 2016 tracker fishing barge through BPS April of 2016. One of the selling points was the tracker had an awesome 10-year bow to stern warranty. We bought a cover for $3k and the boat was covered unless we were on the water. In February 2021, we took the boat to BPS for evaluation for warranty work, the vinyl seats were degrading and ripping at the seams, the floor was peeling and coming up and the clear coat on hardware was bubbled and peeling. We called about once a week, never spoke to the same person twice due to high employee turnover. In April we went and got our boat because nothing had been done. BPS was apologetic, said we should use the boat for the season, they would submit all the warranty work and it could be done over the winter. I hadn't heard anything by the end of October 2021 and was finally able to reach **** ******* at BPS March of 2022. He said they had dropped the ball again and if I would send pictures to him he would submit to **********, I emailed pictures. A week later, his reply was that the claim had been denied, the damage looked to be environmental and we hadn't purchased the Platinum warranty which might have covered it. When we purchased, there was no warranty offered other then trackers standard 10-year bow to stern. Frustrated, I contacted *** ******* directly in April of 2022. I was told no claim had been submitted and made arrangements to submit photos myself with an explanation, which I did to ******* *. In the explanation I advised the fiasco with BPS and that Josh had said the claim was denied. May 18th, 2022 ******* * replied that unfortunately if the claim had been denied there was nothing else I could do except possibly resubmit for evaluation. My problem is that I don't believe anything was submitted by BPS and *** ******* denied the claim based on BPS saying the claim had been denied. 2 boat servicemen, not affiliated with BPS, have advised me that the scope of work should have fallen under warranty.

  Business response

  02/08/2023

  This has been sent to corporate management for review. 

  Business response

  02/16/2023

  The Regional Manager is currently working with the location and corporate office on a resolution. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Feb 2015 I bought a new 2015 Sun 22’ Fish DLX Pontoon from Berkeley Outdoor Marine (BOM) Dealer In Feb 2020, I found a leak in the port side toon under warranty. BOM coord with White River Management Group (WRMG), (the manuf) and received WRMG app (Mar 2020) to replace the cracked toon The replacement toon arrives at BOM from WRMG in May 2020 BOM tech to walk with me and we discussed new findings Replaced toon issues The eyelet of replaced toon is in a very different location than the eyelet of the orig toon This alone proves the toon was not made to match the orig 2015 toon WRMG keeps insisting that the replaced toon by policy is supposed to match We have assured them on thru email and phone calls - there is no way these two toons match Bow of replaced toon (Port side) is about 3/4” higher than the orig toon We were never told that the orig cracked toon was going to be replaced with a refurbished toon Per email dated Apr 4 22 the manufacturer stated Toons are made as the boat is made They are also made to order when replaced We do not replace toons with used toons Aug 2020 WRMG wants the boat to come to. plant for repairs Boat traveled to WRMG plant by Oct 2020 Boat returns Jan 2021 I inspected the boat with BOM and found the same portside replaced toon with the bow had not been replaced Front and side door still not closing Replaced toon still bows 3/4” from back of boat to front of boat The eyelet on the orig toon (starboard) was moved to match the replaced toon Dec 8 22 BOM texted that WRMG wants BOM to shim the deck on both side of the boat to make the floor level so the gates will close properly In a text to me BOM states that WRMG said it was ok with the design to shim up to 3/8” The bow is 3/4” - not a complete solution. We have nothing in writing or any extended warranty if this shimming affects this pontoon would this be safe? The bow in this replaced toon cannot be fixed It has twisted the pontoon frame The toon has to be replaced!

  Business response

  02/08/2023

  This has been sent to corporate management for review.

  Business response

  02/15/2023

  Per White River Marine Group, the information has been reviewed and if any corrective action is needed, the dealer has been directed to shim the deck as needed. This boat is not a candidate for replacement. 

  Customer response

  02/16/2023

  ********** ********
  
  I am rejecting this response because:
  
  
  We have not received any extended warrant or insurance that the company will respond if this does not fix the boats warped frame that was caused by the wrong toon being replaced in the first place by the manufacture.  The shimming that they have suggested to be done by the dealership is suspect. We have an email where the dealership was not confident where to even purchase the shimming elements.  The  shimming per manufacture can only shim up to 3/8". The lift on the port side front corner frame is 3/4".  This is not an acceptable solution without any more guaranties or assurance from the manufacture if this effort fails.
  
  
  ********** ******** *******

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