ComplaintsforWhite River Marine Group

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a 2021 Pro Guide V175 Combo on March 27th 2021. I was promised by the salesman I'd have my boat at the end of May or early June. My boat kept getting pushed back and back to the point that they starting making 2022 models. Part of the package I purchased included: flip jump seats in back, and ski plylon, and pads infant of the consoles to lounge in the front of the boat. This option is $1000 extra. I was finally told my boat was delivered to the dealer (Bass Pro in Portage, IN) and scheduled my closing for 8/ 21/ 21. When I went to look at the boat it didn't have the pads on the front of the consoles, which I paid for. I refused to take delivery until I heard back from Tracker. I have pictures and documentation stating that the 2022 model includes these pads. Tracker told me today, after multiple calls on my end, that the consoles have changed and I will not get the pads. I requested a discount on the boat or a Bass Pro gift card due to not getting what I ordered.They said no

  Business response

  10/04/2021

  Corporate Management is reviewing the concern

  Customer response

  10/04/2021

  Complaint: ********
  
  I am rejecting this response because:
  Why is it still under review when I have been passed from person to person and no one ever had an answer? Do you not know your own product? I would like to know why refusing to make the cushions that were “supposed to be included” in the combo package is your only response. If you’re not going to make the cushions fine, but reflect that in your p****. I think I should get AT LEAST $333.33 off since my combo package is 2/3 there or a Bass Pro gift card for future upgrades, although all I wanted was the cushions that was supposed to be inc in the first place.  I feel bad for all the dealers that have to work with disappointed customers due to corporate negligence. 
  
  
  Sincerely,
  
  **** ******

  Business response

  10/05/2021

  Corporate Management is reviewing the concern, and are working with the location.

  Customer response

  10/05/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  That still isn’t an answer. The dealer isn’t the problem, my dealer is actually great. The issue at hand is misinformation from corporate and engineering. I literally was told “prices and parts are subject to change”. All I’m asking for corporate is either the pads I paid for or compensation (a gift card for future upgrades or take off the amount of the pads from the price my boat if you refuse to make them). I’m not sure why this is still being looked into after it took over 6 months since my original order. To not have an answer for this shows complete corporate negligence and incompetence. After ordering a boat that costs just under $40k and having to argue over a part that was paid for and I haven’t received and will probably never receive is ridiculous. I’m not asking for a ransom, I’m asking for my money for the value of those pads or the pads themselves (which I and many others would prefer)!
  
  Sincerely,
  
  **** ******

  Business response

  10/18/2021

  The location has reached out to the customer and provided him with a $100 appeasement gift card. The customer will also be receiving the cushions from the package.

   

  The corporate office and location have worked together to ensure this customer has been taken care of. Please feel free to reach out with any questions or concerns.

   

   

   

  Thank you,

   

  ****** ****

  Customer response

  10/18/2021

  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. Thank you for making this right!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about a boat that we purchased and White River Group is not honoring the warranty in a timely manor or with qualified staff. The same issues fixed repeatedly yet still receive the boat in the same or worse condition than it was brought in. Not only are they unable to repair the issues but it takes months for them to start the work, do the work and return the boat. We’ve had it for only a year and it seems as though it’s been in the shop longer than we’ve had it. There is not enough room here to give the details in regards to the multiple challenges, time lost and aggravation that we have endured with Bass Pro Shops/ white River Marine Groups Warranty. After a year it is apparent that even though there is a warranty they are unable to make the needed repairs and we are requesting a full refund or an equal replacement. The Cosmetic damages happened within the first month and they have been fixing and re-fixing since. I have multiple texts and more photos as well.

  Business response

  10/04/2021

  Corporate management is reviewing the concern

  Business response

  10/05/2021

  Corporate management is reviewing the concern.

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