ComplaintsforBass Pro Shop Outdoor World, LLC

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my boat (Tahoe T16) that I had previously purchased from Bass Pro to the service department on 02/03/23 for a scheduled recall. While there I had asked them to check the battery because it was not charging. I was informed as part of their service they do a multipoint inspection. 1-2 days later I received a call informing me that after their inspection it was determined that I needed a new battery. I was informed the price of the battery was $140. The following day I was called and told service was complete with a total change of $275 dollars. The extra charge was for 1hr of labor. This was not previously discussed as part of the initial battery quote. I had went to pick up the boat on 02/09/23 to discuss the extra charge in hopes of a resolution. I was informed by the service manager that there was nothing he can do and although I was not happy, the price was the price.

  Business response

  02/10/2023

  I reviewed the customers' work order again. The customer brought his boat into ** for a recall that was performed at no cost to him and also wanted us to check his boat for what he thought was something draining his battery. There was a .5-hour charge to diagnose the battery to verify if there was a pull on the battery, if the battery was bad or both issues were present. After testing it was found by the tech to be a bad cell in the battery. The customer was called and informed as to what was found, asked if he wanted us to replace the battery for him at the price of the part plus the installation which was approved. 
  We did charge a half an hour to take out and install the new battery and after looking at that we should have only charged .25-hour. We will issue the customer a gift card in that amount of the difference. 

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

  Tracker Boat Sales Manager

  Customer response

  02/10/2023

   
  I am rejecting this response because:
  
  I did ask basspro to look at the battery but no labor charge was discussed for the diagnostic portion of that service and again, as mentioned previously, a battery check was part of the point inspection that is done whenever a boat is brought in. I did receive a call letting me know what the problem was along with recommendations the replace the battery.  The cost for the battery was provided by me, again, without noting additional changes for labor that could be incurred. This prevented me from making an informed decision on wether to allow basspro to replace the battery or do it myself (which I would have done had I known about the extra labor change).  Since labor charges were not disclosed to me previously and rather added on after the fact they should be refunded.  It is imperative that a consumer be notified of all potential charges a job will incur prior to the service provided and not given a surprise bill at the end. This type of business practice is misleading/disingenuous. 

  Business response

  02/13/2023

  Even though the customer was told at the time of drop off there would be a charge to diagnose the battery since he thought there was something draining the battery, I have zeroed out all installation charges. He will be receiving a check for the full installation amount in the next week, or two pending checks being cut and delivery. 

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