ComplaintsforWhite River Marine Group

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After lots of saving up and reflection I purchased a brand new Tracker boat in May of 2022. I decided to splurge and buy new for my young family of six in order to not have some of the issues that can come with a used boat. I wanted a lake-ready, family-ready boat in new condition to be used for planned events in June. Upon delivery of the boat and the initial 2-hour engine break-in drive numerous flaws became apparent. This includes, but is not limited to, the speedometer not working, the battery gauge on the driving console works off and on, no depth finder as a result of the transducer flipping up out of the casing every time you drive the boat over 20 mph, a glove box that doesn't open, storage doors that don't have the magnetic hardware lined up so the doors bang open and closed when you drive, the windshield is not centered with a large gap on the driver side, the woven floor that had an extra cost was already bubbling up, a carpeted storage compartment has multiple dangerous sharp screws sticking out of it, the tarp already had a hole in it, the floor has a gap on one side next to the hull, the navigation light fixture does not work and more. The workmanship was poor. I cleaned up glue or some hard substance all over the gunnels that took considerable time and effort. I also vacuumed lots of metal shavings within the boat. The new boat had several scratches & scuffs. I am open to resolving the issue with 1) returning the boat for a full refund, 2) have as many issues as possible addressed with an equitable discount to account for the fact that the boat was not in new condition. I had asked the dealer prior to delivery if the boat had any flaws and if it was in new condition. I was told that there was nothing wrong with the boat or 3) accepting a new 2022 boat with the same options that is in new condition unlike the one I received. I cannot get Tracker to call me back. I have left multiple messages. Tracker has to approve, not the dealer. Please help.

  Business response

  06/15/2022

  This has been sent to WRMG Corporate Management. Someone will be reaching out to the customer.

  Business response

  06/23/2022

  I have spoke with Mr. ** ******** by phone this morning and advised him White River Marine Group will honor the terms and conditions of the warranty.   I explained his boat is not and candidate for repurchase or replacement.  I have also spoke with his selling dealer they have also reached out to him and stated they can evaluate his concerns.

   

  Thank you

   

  **** *******

  White River Marine Group

  Customer response

  06/29/2022

  Complaint: ********
  

  The issues are still in progress so I would not be able to accept the response at this time based on the unknowns. I drove 400+ miles to get some of the issues addressed by a dealer in Bismarck, ND. I need to try the boat out now and verify the functionality of the various items that were fixed. However, some of the issues they were not able to address and I agree with the dealer as it would be beyond the scope of a local dealer (i.e., the bubbling in the flooring and the gaps between the flooring and the side of the boat). Tracker should offer a solution on those issues. The engine cowling needs to be replaced and the dealer said they are still waiting to hear back from Tracker. I also contacted the dealer today about the bow carpet coming unglued below the gunnels. See the attached picture.   

  The dealer indicated any concession/discount would need to come from Tracker. Tracker said it would need to come from the dealer. I feel Tracker should step up and do the right thing and make this right and offer a concession for my time, frustrations and lack of satisfaction over a faulty new boat that didn't have very good quality control standards. 

  I hope for a speedy resolution on the pending items so we can move forward. 

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

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a ATV Tracker 600 from Bass Pro in Colorado Springs in Sep 2021. Performed the required breakin steps for first 100 hours and had it serviced by Bass Pro after first 100 hours. Used it for some snow plowing over the winter. Took it out about a month ago and it overheated shut down and the engine developed a very bad noise. Took it back to Bass pro for service and they say the engine needs replacement. They said that Tracker would not honor the engines limited waranty which is supposed to cover for the first year. They said that we abused the engine due to overheatiing. The vehicle was not out of any fluids or oils so should not have over heated. You owe me an engine otherwise your limited warranty is bogus!

  Business response

  05/20/2022

  This has been sent to corporate management. We will reach out to the customer. 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new pontoon in 2016. 10 year warranty on boat and lifetime warranty on toons. The boat pontoons were leaking after first use. Since the purchase date there has been multiple attempts every year to fix the issue, and the pontoons have been completely replaced three times. Warranty company had the boat for a total of 8 months last year. And now have not had use of my boat for over a calender year. It has spent more time in the shop trying to resolve the same warranty issue than it has ever been on the water. All the while I had been making payments. And have since paid it off. The pontoons are already leaking as soon as I got the boat back. Continuous water in the pontoons has caused damage to the trailer and my vehicle due to excessive weight, and unnatural wear and tear on the motor of the vessel. Now, their “new” resolution to the same issue is replace the pontoons for a fourth time and keep our boat even longer. The warranty has been breached and they refuse to resolve the issue. I want a replacement product or my money back. Never have I once gotten what I paid for. Now, after dealing w/ white river marine group for over a year trying to resolve this, i am told that i now have to contact the dealership i purchased from so they can contact warranty on our behalf. Amber at white river says that they are just customer relations all of a sudden and they do not have an outside number for warranty to give us. All contact has to be through original dealership all of a sudden. We do not want to have to hire a lawyer. We have worked w white river marine group in good faith up until now. We want what is right. We can’t use or even sell this death trap. They have had an excessive amount of time and attempts to fix the issue. This is our outlet. I work hard and need my boat to reset. It is what i invested in to entertain my family and friends. Enough is enough

  Business response

  05/11/2022

  Warranty has offered to cover the repairs, as well as replace the toon. However, the customer declined this offer, and proceeded to pick his unit up from the location.

   

  WRMG has reached out in attempts to resolve this issue with Mr. Fields.

  Customer response

  05/12/2022

  Complaint: ********
  
  
  I am rejecting this response because: What the warranty company is offering is the literal definition of insanity. I have worked in good faith with White River for several years. Offering to replace the pontoons for a fourth time is unacceptable. My boat has spent more time in the shop than it has in the water for a warranty issue that was present from day 1. This latest time my boat has been out of commission for over a year and counting. The warranty has been breached and I am legally entitled to a replacement or a refund and White River refuses to acknowledge that.
  
  
  
  
  Sincerely,
  
  
  ****** ******

  Business response

  05/18/2022

  Corporate Warranty: Our position remains the same,  we will replace the logs under the terms of the warranty. 

   

  This can be done at the dealership or we can return to the factory at the consumers convenience.

  Customer response

  05/20/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  Unacceptable. You have had more than enough time and attempts to honor your warranty and fix this recurring issue. Every set of pontoons have had multiple attempts to be repaired before ultimately being replaced. I have no faith that replacing the logs for a fourth time is going to resolve anything. That is the literal definition of insanity. Beyond that, this is a safety issue. I will not continue to put myself, family and friends at risk. Ethics must come into play at some point on your part. I have all necessary documentation to prove that I have worked with you in good faith to "honor the warranty." Need I state again that I have been without use of my boat for over a year. The warranty has been breached, and I will not settle for another set of pontoons.
  
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ranger rt178 bass **** from a local dealer **** **** works. They had a model that was a few years older that I looked at. Hans **** work was excellent. I received the **** months later on 8-11-2021. The seat was very far away from the console. I had to sit on the edge of the seat to reach it. They other bass ****s do not sit this way. including the older model ranger. I contacted white river marine on 12/07/2021 set them pictures with a measurements and they said that everything was fine. I have back issues and I cannot use the **** without pain so to remedy this I added an extension to the steering wheel but now I cannot read the instruments. No other **** has a console and steering wheel away for the seat. I believe this to be a design flow and its not placed in a way so that anyone can sit and operate the **** without compromising their posture. I am seeking a refund because their product is creating pain in my already injured back.

  Business response

  05/06/2022

  This has been sent to corporate management for review. 

  Business response

  05/11/2022

  This has been sent to corporate management for review. 

  Business response

  05/11/2022

  This has been sent to corporate management for review.

  Business response

  05/12/2022

  Corporate management is currently reviewing. 

  Business response

  05/18/2022

  Per Corporate Warranty, the dealership installed a seat slide to allow the seat to be adjusted to the steering wheel.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the website *********************** and used the "build your own boat" feature. I built the boat I wanted and after customizing the boat to my specs, the website provided a price for my customized boat. The price was a total of $44,115, the boat I built was a Sun Tracker Party Barge 22 RF DLX I clicked "send to dealer." Today I spoke with the dealership where my boat would be shipped to only to find out that the boat is actually NOT a 2022 model, does not come in the color I want AND is $3,000 MORE. He said the boat I custom ordered was not available. Nowhere on their website does it say the price for my order will be $3,000 more or that the color is no longer made OR that they are no longer making 2022 models. I feel this 1. False Advertising and 2. Bait and Switch to get more people buying from Sun Tracker. I want Sun Tracker to honor my pricing for a 2023 model for the custom boat I built. I have already secured financing based on what your website stated and you should honor the price of your boats on your website.

  Business response

  04/28/2022

  This has been sent to corporate management for review. 

  Business response

  05/12/2022

  In regards to the customers concern, corporate management has advised the location will reach out to the customer for a swap, then to paint the prop and replace the floor boat.

  
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 16th 2022 I purchased a new Sun Tracker 18 DLX Bass Buggy from my local dealer. When the boat arrived at the dealer it had cosmetic damage on one of the side railings. The dealer ordered the replacement parts weeks ago and they still have not arrived and there is no estimate on when the side railing will be built. It has now been 5 weeks since I purchased the new boat and I the consumer am stuck paying for a boat that I cannot use.

  Business response

  04/22/2022

  This has been sent to corporate management for review. Someone will be reaching out to the customer. 

  Customer response

  04/22/2022

  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

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  White River Marine (Tracker Boats) states in their warranty they will cover the galvashield galvanized steel tubing against structural failure due to solely to corrosion for a period of 3 years from the date of purchase. I purchased my boat and trailer from Bass Pro in Arundel Mills, Maryland back on March 22, 2019. In September of 2021 before my annual fishing trip, I noticed a significant amount of rust that was building around the tubing bracket that hold the front swing arm. This was odd as it was only in this specific area. What was confusing is this boat has never been in any salt water, and is garage kept. Due to COVID limitations, most people were not allowed to travel or go boating. So this was only the 2nd time the boat was to leave the garage last year. I have tried extensively to contact White River Marine and with each call to the Customer Relations Department they state will have someone reach out to me by phone. I have yet to receive a call back from anyone outside of customer relations. I have spoken with "*****" at Bass Pro and he was correct in his first statement last year that Tracker Marine "White River" will do anything to not cover warranty issues. I have done everything asked by ***** for the warranty claim to be submitted including sending pics of complete trailer. I finally received a response in early March 2022 that they would fix the issue "as a courtesy". ***** was to call me and discuss how this would happen in near future. I received an email 3-4 weeks later stating the will replace the front swing arm but not repair rusted tubing plate as this would be a liability. The front swing arm is not the issue, it is the rusted tubing bracket that holds the two pieces together. This could be an extreme catastrophe if failed on highway. No one from White River Marine will respond in writing for denial of warranty claim nor will they accept any types of correspondence. Everything must go through dealer and they have zero authority.

  Business response

  04/06/2022

  4/04/2022

  **** ***** *** **** ****** **

  ******* ****** ** ***** *** ****************** **** *****

  This letter is in response to your request for warranty repair assistance on your Targa 19 trailer serial number referenced above. White River Marine Group has reviewed the photos provided.

  This limited warranty applies only to the portions of the trailer manufactured by Tracker. This limited warranty does not cover:

  D) Ordinary wear and tear, corrosion, chalking, blistering or color fading.

  The duration of this limited warranty is for one (1) year from the date of purchase by the original purchaser. In addition, Tracker warrants the galvashield galvanized steel tubing against structural failure due solely to corrosion for a period of three (3) years from the date of original purchase by the original purchaser. This limited warranty applies only to structural corrosion of the steel tubing.

  For the reason listed above the request for warranty repair assistance is respectfully declined.

  Thank you

  **** *******

  White River Marine Group

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  White River Marine (Tracker Boats) states in their warranty that all pumps and fittings on their products are warranted for 5 years from date of purchase. Upon taking my boat to the dealer White Pine Marine *** ****** ***** **** ** for service the pump was rEplaced because a crack had developed in the housing. I was told by White Pine and White River that it would not be covered due to the possibility that it had frozen which resulted in the cracked housing. No mention of this condition is stated in the warranty material I received upon purchase. This pumps have weathered much colder temperatures over the last 3 years with no problems. I find it highly unlikely any freezing temperatures were the cause of this problem. Even so these boats are designed to withstand environmental conditions as they are exposed to changing conditions throughout the seasons. I therefore paid for the parts and service and am very unhappy with the warranty provided me under these circumstances. Thank you, **** ******

  Business response

  03/25/2022

  I have reached out to **** at White Pine Marine WRMG will cover replacing the pump and the labor for Mr. ******, **** will reach out to him to schedule a time to bring the boat in.

   

  **** *******

  White River Marine Group

  Customer response

  03/25/2022

  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

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TO START MY DEALER IS GREAT!! I would not purchase anywhere else!!! I have a 2020 1860 Grizzly Tracker MXV The foam is full of water in a variety of locations and was holding onto a lot of water! I turned it into my marina for some guidance they stated we should file a claim.. First off I didn’t want to because from the sounds of it claims take FOREVER and summer is coming.. But my BIG question is.. why dose tracker advertise that it’s a one stop warranty repair at your dealer then request my vessel to be sent back to the manufacturer for the work now..? Really really hoping this warranty will take care of my problems but looking at these reviews I don’t think it’s going to… Feel like I have been lied to… Wish instead of wasting my summer tracker would just trade out my boat for a new one.. all the drain channels are being blocked by foam it’s going to hold water there is hundred of people commenting on Facebook and different Fourms about it!

  Business response

  03/18/2022

  We have offered to return the boat at the end of  Mr. ******’s season so he doesn’t miss the spring fishing, once we have the boat at our facility we will make a physical evaluation and determine if the boat is a candidate for replacement.

   

  As a matter of information, if this boat was replaced it wouldn’t be available until June and would have to be scheduled to ship after that.  Returning it later in the season is the best option.

  Thank you,

  ****** **** * ************** *********
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my 2017 Tracker Targa V20 WT boat at Bass Pro Shops Colorado Springs location for factory warranty service on November 22, 2021. In the time since, the manufacturer White River Marine Group LLC has denied all factory warranty work and requested I open an insurance claim. My insurance has made it very clear this issue will not be covered due to not covering manufacturing defects and denied my claim. I really want my boat hull to be replaced at this point due to the clear and obvious structural defects in the hull and complete lack of accountability from the manufacturer. I have attached some documentation and will continue to locate more. Still waiting on the warranty denial letter from White River because they refuse to use anything but standard First Class USPS. Thank you for your assistance.

  Business response

  03/23/2022

  Corporate Warranty has reached out to the customer

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