Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB transcribed from hard copy complaint received via consumer visit to BBB office:We purchased a brand new pontoon boat on the avoe date from Sizzle Marine to use at our summer home +1-250 miles away in ********. The sales people said the boat would have a max speed of between ***** mph depending on conditions etc. The boat was driven from ******** to White Pigeon ********. Upon putting the boat in the water the battery was dead because Sizzle left the ignition on. We had to buy a new battery.

  Business Response

  Date: 11/13/2024

  Hello, I am afraid that once again we will not be agreeing to pay ******************** bill from the other store.  Mr ****** and the 3 other individuals that he purchased this pontoon with, purchased the boat with a Manufacturers warranty.  Not only do they have manufacturer warranty on the pontoon but they also have a manufacturer warranty on the Mercury motor as well.  The purpose of the manufacturer warranty is cover issues that may arise that were otherwise unforeseen.  It is unfortunate that he chose to take the pontoon to a lake in another state and he had an issue.  However, they did purchase a trailer with the boat.  When they first contacted us, we did try to trouble shoot the problem over the phone because they did not want to have to drive the boat to us to diagnose, which is understandable.  Unfortunately, we were not able to remedy the problem to their satisfaction over the phone and we did recommend that they bring the boat in for ** to diagnose and fix in person.  It is extremely difficult to fix a problem over the phone without knowing what is actually going on.  ******** times the customer refused to bring the boat in to our store because they did not want to have to travel the distance to bring the boat back.  We then suggested that they take the boat to a closer Mercury technician or ******************* shop.  That could be a Bass Pro or Cabela's.  There are hundreds of Mercury technicians and ******************* centers all over the **************  There are a few in the state that this individual took his boat to.  They chose to take their boat to a non-authorized dealer out of convenience.  Had they taken the boat to an authorized service center their repairs would have been covered by their warranty.  It is actually absurd to presume someone else should pay for other peoples work because it is more convenient for you.  You cannot take your ********* to a **** dealership because it is closer and expect ********* to reimburse you.  The customers were informed multiple times of the warranty and dealer services as is evident in the form they initialed and signed (form attached).  Aside from common sense, they were informed multiple times in person, by phone, and email that the boat needs to be seen at an authorized dealer to have the issues taken care of under the manufacturer warranty.
  
  Yes, if you need Sizzle Marine to perform any repair or warranty items it is the customers responsibility to bring the unit back to Sizzle Marine.  This is not in the fine print.  It is actually rather large print with a large initial box next to it and Asterisks.  This is on the same post inspection/delivery form that the customers initialed AND signed. (form attached so you can see what I am referring to).  
  
  As for the dead battery, we took care of that issue out of good will.  The battery was in good working order when the customers left with the boat.  This is shown in the fact that before the customers leave with the boat we do a complete run through of the boat.  The boat was started, shifted and ran for the customer in our store.  Battery was a new good condition battery.  What happened in the weeks that followed after the customer left with the boat and traveled to another state, I cannot say.  However, they did have a dead battery and they did purchase a new battery for the boat.  We did take back a battery and reimbursed the customer for the battery out of good will.  Even though they did return the aftermarket generic battery to us and kept the original Interstate battery.  We still reimbursed them for their trouble.  The customers agreed the boat was in good working order because they signed the post orientation/delivery inspection sheet that says so.  (Sheet with the customers signatures and initials is attached).  
  
  Also, out of good will, Sizzle Marine chose to send them $300 for their troubles.  We figured that would have been our cost to water test the boat to diagnose the problem anyway had they brought it to **, so it was fair to reimburse that amount to the customers in order to try and help out where we could.  Whether they choose to cash the check or not is again entirely their choice.  We do not feel responsible for the rest of their service bill because had they just taken the boat to any authorized dealer they would not have been charged any amount.  We also were able to get them the correct prop at no charge, due to the manufacturer warranty, and we gave the customer the correct prop at no charge.     
  
  We feel we have gone above and beyond to try and satisfy these customer however their sense of entitlement is too great.  We will not be paying for anymore of their outside service bill.  Thank you 

  Customer Answer

  Date: 11/21/2024

  We do not agree with sizzles response. The fact that they are unwilling to stand behind a faulty product that they sold us tells me everything I need to know about them and how they run their business. That being said we have made our point and have spent enough of our valuable time on this matter. We will cash the $300 check and that will end this matter as far as we are concerned other than a negative ****** review.

  Thanks for your help with this matter.

  ******* K. ******

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked up my brand new 2022 Sun Tracker boat from Sizzle Marine on 6/4/22 for around $35K. This business did commit to providing me with a brand new boat and trailer in new condition and to take responsibility for handling all warranty and recall repairs. To say the least customer service was the worst I have ever experienced. I attempted multiple times to get these problems resolved but the dealership refused to help so I posted a public review on google about the facts that happened during my experience. This original review can be reviewed by this link: *********************** After the review was posted the owner ***** ********** emailed me directly and said my review was a lie and deliberately called me a liar and said he refused to make things right due to my review. When I finally got the boat off the trailer for the first time I noticed the trailer bunks were damaged. I set up a time to drop it off with the service Dept for repairs that the dealership agreed to fix along with a recall that was on the boat trailer. Upon dropping this off **** with service informed me that they refuse to do work for me going forward and I am not welcome back due to my review on google. The next closest Sun Tracker dealer is a 4-hour commute for me making this Impractical. I am requesting: Since they refused to service my boat/trailer that I purchased from them brand new and stated I am not welcome back I am requesting they outsource another local dealer to do the warranty and recall repairs. I am requesting the outsourcing dealer be within the means of my residing address since the next closest dealer is a 4-hour commute. The owner and service rep was very aggressive and confrontational making me not comfortable in returning. Suntracker confirmed that this is approved for warranty/recall repairs

  Business Response

  Date: 08/05/2022

  During the initial purchase and delivery of this customers boat, Sizzle Marine did everything required and even when above and beyond  with our orientation process prior to the customer making the final purchase.  We even have signed post delivery paperwork from the customer stating everything went satisfactory.  There were zero issues brought up during this process except that the customer wanted something free or thrown in with their purchase.  Tracker products have a no haggle no hassle purchase policy which does not allow its dealers to throw in or provide free items to purchase a boat.  That is what makes the buying process easy and fair for all customers.  Mr. ******** apparently did not like that he could not have anything for free, even though we do discount a lot of items for our customers.  He then chose to later go online and post multiple egregiously false statements about personal individuals at our store as well as our store in general.  Rather than speak to us in person, he chose to go online and voice his "problems."  In this statement he claims to not ever want to step foot in Sizzle Marine again and he would definitely not recommend our store to anyone.  Honestly, we do not feel comfortable moving forward and working with this individual as he does not feel comfortable with us as well.  The best solution is that we simply go our separate ways.  There are multiple other Sun Tracker dealers and service centers that Mr. ******** can solicitate business from with a 100  mile radius.  I am not sure where he is looking that is 4 hours away but there is a dealership around Cincinnati that is 1.5 hours away.  Thank you   

  Customer Answer

  Date: 08/09/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17670173
  
  I am rejecting this response because: The response from this business is not true and very misleading. I am inquiring about the boat trailer that was purchased. The paperwork was post delivery for the boat. I was unable to to make sure the boat trailer was up to satisfactory because the boat was on the trailer and there was no way to inspect the bunks the boat was sitting on. The FIRST day the boat was dropped in the water I informed service that the trailer was received defective/damaged (within the first 30 days of purchase). I have uploaded screenshots in writing of the service dept agreeing to fix the issue then upon arrival denying my service (this was also after the review was posted). The trailer was also sold with a national recall that was not fixed before i took it home and it was agreed upon to fix this issue at another time. 
  
  
  The comments posted in my review about this business is 100% true and nothing but facts. I would be more than happy to provide the BBB with call logs/ texts with how many times i have reached out to the business for help with no response. In fact i have uploaded screen shots of the conversations in writing with the owner ***** ********** directly about the issues and him refusing to help and also being unprofessional calling me a liar when simply just trying to get help. 
  
  
  I spoke with Sun Tracker and they reinsured that the recall is with wheel bearings making this trailer not safe to drive far distances making it unsafe for not only myself but other on the road as well. Sizzle marine is a 2 hour total commute for me so yes the next closest dealer you are referring to in Cincinnati is a 4 hour total commute for me. 
  
  
  The best solution is to outsource a local dealer closer to me since you have refused service on the new boat you sold me so i do not jeopardize my own safety and others on the road. The trailer that was sold was sold brand new and was defective/damaged with a recall to which you need to be held accountable for. since you are refusing to help once again i am requesting you outsource another local dealer that is closer. Suntracker has already Approved the warranty and recall work that needs done. 
  
  Regards,
  
  ***** 

  Customer Answer

  Date: 08/22/2022

  
  ****************** ********************* *********** ***** ** ** ******* **** ** **
  
  Hi *********,
  
  I have attempted to send them through BBB website as well and send them through an email. Ill attach them to this email. Let me know if you get them.
  
  Thanks,
  Colin 

  Business Response

  Date: 08/24/2022

  Per the business, we have attempted to work with the consumer on numerous occasions.  We feel it is best at this point to sever ties, since the consumer is not happy with anything that we have attempted to do.  Please see another dealer for your recall/warranty work.  Any one of them will be happy to assist.