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:02/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  ***** Campaign # **E07300, Navico Group, ******************. Surge Protector PSK-30 recalled 8/23/20**. I paid $77.67 fro this unit and have phoned and emailed this company, starting on 11/14/20**, several times to get a refund or a new unit. ************************************* emailed me back and said her team was working on a resolution on 1/19/2025. I have repeatedly called and emailed the company, and her, to get this resolved. Ph **************. The last call was made 2/**/2025, left a message, and again no response.

  Business Response

  Date: 03/03/2025

  This case was handled by our team, as the agent the customer was dealing with is no longer with the company.  A new case was created and an order for the RSM-30 has been placed and shipping expedited to the customer.  He was also sent a pre-paid label to return the faulty unit.  Customer was appreciative of the support and assistance that he received. We now consider this matter resolved. 

  Customer Answer

  Date: 03/06/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/01/2024

  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.

  Since MotorGuide is going out of business I am filing with the parent company for proper resolution.I have a MotorGuide Xi5 I have had numerous problems with. First, the *** and circuit board had to be replaced because it would not function properly with heading or spot lock, after numerous re-calibrations, and correctly setting the offset. This is also after speaking with tech support. So I took the motor an hour and a half away to get repaired.When I got the motor back, during calibration, the head of the motor started smoking and the unit completely burned up. Yes the wiring was absolutely correct and using a proper Marinco plug. So I filed a BBB complaint against MotorGuide and was sent a replacement trolling motor.Yesterday, my very first trip out, in the first two minutes of using the new replacement trolling motor, the motor stopped. There was no power issue. I pulled the motor from the water and tried it while partially deployed, and there is a metal grinding sound coming from inside the motor, which also causes vibration. There is now also a SIGNIFICANT amount of noise showing on the screens of my sonar and down/side imaging that was never there before even with the prior ******* because of the newest issue, it will yet again have to go back to the shop. This is now 3 trips which equals 9 hours of ************** weeks spent without a trolling motor which significantly affects my fishing, and COMPLETE loss of faith in MotorGuide. At this point, especially with MotorGuide going out of business, I either want my money back I originally paid, or be sent a different brand of trolling motor all together. I do not want to deal with ********** any longer. This has been a nightmare of a situation to deal with and has completely killed my fishing season during the time I needed my boat the most.

  Business Response

  Date: 11/04/2024

  We received an earlier BBB complaint (case ********) under our brand Mercury Marine.  Customer requested a replacement motor on that complaint and we agreed.  Customer agreed to work with ******* *************** to have his trolling motor replaced on RMA13097015.

  We consider this matter resolved.

  Customer Answer

  Date: 11/05/2024

  I am rejecting this response because:  

  yes the original bad motor was replaced but the replacement now has internal mechanical issues and is not functioning correctly. This is now two trolling motors in a row I am having issues with. The first one had issues fresh out of the box which required me to make a trip to get the electronics replaced as well as another trip when the replacement was sent. The new trolling motor had this mechanical issue right out of the box upon its first deployment into the water and did not go away the trip that it was used. It is only been used on one trip. This issue is not resolved with the new replacement motor. I do not think it is acceptable for a brand new trolling motor to have an internal mechanism and not have the company work to resolve this.

  Business Response

  Date: 11/06/2024

  This case is being handled on case 22290281 by MotorGuide and Mercury Marine.  This case was sent to Navico Group, and we are only able to forward to MotorGuide to obtain a response.  Please use case 22290281 so the correct team can address the issues.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  There was a promotion advertised by Navico called buy more save more. Basically when you purchased $2500 or more on qualifying Lowrance products you get a $250 rebate. And there was larger amounts if you spent even more. I spent $3000+ and am owed the $250 rebate which was approved on 4/30/24, it was supposed to be processed within 8-10 weeks, its now been 16+ weeks and it has never been mailed, I have contacted them by phone on more than 3 or 4 occasions, and last time was early August I was promised it would be sent within 10 days, 2 weeks later I called again and now supposedly there's some audit they are doing, and the can't give me a date so this is just ridiculous, there is other people complaining about this very issue on some online forums, I feel the Navico company is taking advantage of consumers by promising large rebates, to get people to buy their products and in return they are not fulfilling their end of the bargain by not sending them what is owed. All I want is my $250 rebate that I should have gotten months ago!

  Business Response

  Date: 09/23/2024

  We reached out to the rebate company to inquire about the status of the rebate.  Customer verified he received the rebate **** card on 9/18/2024.  We consider this matter resolved.  

  Customer Answer

  Date: 09/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 3/16/2024 I purchased a ****** MFD for $3699 from ***********. On 3/19/2024 I submitted a rebate form and required documentation via ***************************** as the Navico rebate required. The terms on the rebate form said I should a expect a $250 rebate to be delivered in 8 - 10 weeks. On 5/1/2024 I received an email that my rebate had been processed and approved and that my rebate would be mailed within 8-10 weeks. On 7/25/2024, well beyond the 8-10 weeks, I received an email from an accountant at Navico requesting my receipt. My receipt was required to be and was submitted when I submitted the rebate. It may still be viewed on the rebate submission site, *****************************. In addition the accountant was asking for additional documentation beyond what is required by the terms of the rebate although these were said to be optional but it was implied that the additional documentation would make the already extremely late process quicker. On 7/25, I responded to the accountant pointing to the rebate site where my properly submitted receipt could be viewed. I have had no response and the rebate site does not show my rebate being sent. Given it has been 20 weeks since I submitted a rebate whose terms were to deliver within 8-10 weeks I must ask that Navico immediately send me my rebate and stop their unfair business practices asking for resubmission of receipts and additional information not required by the terms of the rebate.

  Business Response

  Date: 10/25/2024

  We tried to reach out to the customer and got his voice mail.  We provided the prepaid card services phone number for reissue and customer service number for any further questions.

  We consider this matter now resolved.

  Customer Answer

  Date: 10/27/2024

  I have reviewed the business response and accept this resolution although it is EXTREMELY late (after BBB closed the complaint!)  In addition the business has not made any commitment to taking any action to prevent these extreme delays in providing rebates in violation of *** rules for fair business practices.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased Lowrance FS9 fish finder back in mid August of 2021 for roughly ****** plus dollars. The unit is supposed to display a 3 mile line, a 6 and a 10 mile for certain boundaries for particular species of fish. My unit does not display 3 or 6 mile on the screen for striper fishing. I have updated the unit with hopes of correction to the problem. A fellow fisherman had the same problem and he called the company and after several communications his problem was resolved. I have made several attempts through email on 1/5/2023, incident # CRM:017200003473 and followed tech support instructions with no resolve. My most recent attempt was a 2.5 hr wait, bounced from customers service to tech support with "sorry we cant fix this particular Map issue display. Newer units display the 3,6,10 mile lies as described but they offer no solution to repair ********** text responses - 1/14/2023 Hi *****,Thank you for your prompt email.The attachment that you sent in showed that your Elite FS 9 unit is updated with the latest software version 22.1.1 There is no need of upgrading it, however, if your unit is still having issues:Our phone number is ************** Best regards,**** Navico Technical Support 1/6/2023 Hi *****,Thank you for your prompt email.If the issue is with the Software Update that needs to be upgraded into the system, we will be needing the serial number of the unit, and the true identity of the Lowrance unit that you have so that we could provide you the link for the latest software update for the unit.1/5/2023 On the display It doesn't have a 3 mile line displayed on the unit while I am out in the ocean before it becomes federal waters. there are no markings defining when I approach that limit line. a fellow fisherman had the same issue with another unit and there was a software upgrade to the unit to display that same line. I will call if this doesn't help.

  Business Response

  Date: 10/07/2024

  The customer has been contacted and a new mapping card, M-NA-Y200-MS DISCOVER-************* should correct his issues.  If not, customer will reach back out to me and I will work with him to get his unit replaced.    

  At this time, we consider this matter resolved.

  Customer Answer

  Date: 10/17/2024

  Would like additional days to respond to complaint. Company sent a replacement chip on the 7th and just received package yesterday from ***** in a mutilated damaged box. Unsure if there was directions to install. I will attempt to install today or within the week. 

  Customer Answer

  Date: 10/18/2024

  Consumer

  Most Recent Message

  Date Sent: 10/17/2024 6:15:37 AM
  Would like additional days to respond to complaint. Company sent a replacement chip on the 7th and just received package yesterday from ***** in a mutilated damaged box. Unsure if there was directions to install. I will attempt to install today or within the week. 

  Business Response

  Date: 10/21/2024

  We have been in communication with the customer and his mapping card does appear to be working properly.  If customer has any further issues, he is in direct contact with a supervisor and his issues will be resolved.

  We consider this matter resolved.

  Customer Answer

  Date: 10/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 called SIMRAD to troubleshoot an issue with my Simrad GO7 XSR navigation unit. I spoke with a support representative for several hours during the day and provided the support engineer all of the requested details associated with the unit as well as the issue. Based on the troubleshooting I was told that there is an issue with the unit and that I will get a new unit under warranty. That same day an *** was issued: ********* - GO7 XSR NO XDCR BOAT BLDR,NETWORKABLE and I was told the Warranty team will get back to me within 2 business days with next steps. On May 7th (more than 2 business days) I did not hear anything so I e-mailed SIMRAD again for an update. On May 8th the warranty team finally replied and confirmed my product was under warranty and confirmed my information for processing the replacement and as soon as they get it the *** will be processed and that my cost for the same unit will be $0 (e-mail attached): "Once we have received the verification of shipping address and phone number as well as your option selection, we will process your Return Authorization." I provided this information same day. I heard nothing again until May 16th at which time I got a new email that stated I needed to mail the old unit back first and it needed to be diagnosed again: "We are unable to diagnose your fault claim and we request that you return your product to our service center for further evaluation". This is AFTER a simrad tech already diagnosed the issue, confirmed it's an issue with the unit, and I got confirmation that the *** will be granted. I have emailed SIMRAD multiple times since the 16th clarifying why the unit needs to be diagnosed again and asking them to send me a new unit first so I can have a functional unit while returning the broken unit and I have not heard any feedback or response. It is now May 22 and the issue continues to be unresolved. I'm extremely disappointed in how poorly ****** is taking this warranty claim.

  Business Response

  Date: 08/26/2024

  We issued a return authorization to cover under warranty on 4/22/24.  We sent a follow up email to the customer on 8/26/24 to verify if he needs to send the unit in and will cover in warranty at this time as well.  Waiting for response from customer.

  Customer Answer

  Date: 08/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/25/2024

  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.

  I have 3 Relion Insight 48v batteries that were recalled in March 2023. I submitted my info for the return/exchange of these batteries on December 15th, 2023. It is now 5 weeks later and the only information Relion will give me is that they dont have a container to send me to facilitate the return of the defective batteries. They will not send me replacement batteries as they say they would until they get the defective ones back. I cannot send back the defective ones because they dont have a container to send me in order to do so. They are throttling the correction of their recall by not allowing myself and others to complete step 1 of the process and send back the recalled batteries. I paid $4,000 for these batteries and they now sit in my garage, unusable, posing who knows what risk to my household, as the recall was due to batteries overheating.

  Business Response

  Date: 03/22/2024

  The customer offered an advanced replacement. We would send 3 brand new 48V Insight batteries to help reconcile the situation. The team has released his order after confirming his address and qty with him. It will begin processing it. We are continuing to work on getting his batteries picked up. 

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service 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 contacted the company in July 2022 with a problem with their products. I received a response and given a case number CAXXXXXXXX. The last contact from them was on August 4 2022 stating it was being reviewed by a team and I would be contacted with a resolution/answer but I have not been contacted.

  Business Response

  Date: 03/08/2023

  Business Response /* (1000, 8, 2023/02/01) */ We are attempting to reach this customer. An email was sent on 1/20/22 from a supervisor and we have not received a response yet. We are happy to answer any questions the customer has. Unfortunately, he is inquiring about a GlobalMap ***** and ********* Unfortunately,both models have been out of production for about 15 years and we no longer have any service options for them. We will recommend that hie has current software and also downloaded the GPS patch. But if that does not correct his issues with date and time, we have no further options available. We will continue to work with the customer to see if we can assist him with updating his units. Consumer Response /* (3000, 10, 2023/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) A total falsehood; 6 emails exchanged since 1/20/22 with the last on 1/30/22. The main issue with both units and all LCX LMS ********* units (which was included in emails) is incorrect date and time being displayed. A gps patch is needed and requested and is well within their capabilities to produce. Only the units with internal gps would require the gps patch and 4 LGC gps modules that connects to the units to display date and time correctly. No hardware or hardware service is required or requested; only software. Business Response /* (4000, 13, 2023/02/03) */ The consumer is correct, this was a typo on our part. The email from the supervisor was sent on 1/20/23, not 2022. We did attempt to reach out to this consumer to work on a resolution. Unfortunately, if the consumer does not wish to respond, we are unable to work with him. The supervisor is still waiting on his response. However, if the consumer does not wish to respond, we have no option other that to consider this case resolved on our end. Consumer Response /* (4200, 15, 2023/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I said, several responses sent to Technical Support Supervisor- Fishing Systems & Performance Teams NAVICO GROUP. Last response was on 1-30-23 and a resolution was not offered.

• Initial Complaint

  Date:08/31/2022

  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.

  I purchased a Lowrance Hook 2-9 for my boat on 8/11/2021. The product was not installed in my boat until mid-July 2022. The product has a 1 year warranty. I first contacted Lowrance on/about 8/1/2022 because the unit was not reading depth. The customer service rep told me that I had the transducer installed incorrectly (although I knew I had it installed properly). I ordered the parts for installing as the customer rep suggested. It still did not read depth. I called a couple more times after that and finally on 8/9/22 a customer service supervisor emailed me. On 8/10/22 I received a follow-up email from the customer service supervisor giving me a list of procedures to try on the unit to correct the problem. That same day I emailed the customer service rep back to let them know that the unit still did not read depth. After several other emails complaining that the unit still did not work, on 8/16/22, the customer service supervisor called me and told me that she was transferring my case to a 'higher level person' to handle. She transferred me to that person's phone but after holding for 30 minutes I hung up and emailed the customer service supervisor back and told her that no one ever answered the phone. On 8/17/22 I received an email from a Tech Support person asking me when would be a good time to call. I gave that person a 4 hour window that he could call me. I never received a phone call from him. I emailed the customer service supervisor on 8/19/22 and told her that I never got a call from the Tech Support person. On 8/22 I received a phone call from a Tech Support Lead Team member and she mailed me a new transducer. I received the transducer on 8/25/22 and installed it that same day. The unit still does not work. I emailed the Tech support Lead Team Member back on 8/25/22 and again on 8/29/22 with no response.

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/09/06) */ I have reached out to this customer and replacing his unit under warranty. We consider this matter resolved. Consumer Response /* (3000, 7, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company has told me that they are sending me a replacement. But I have not received it yet. I have no reason to believe that the replacement has not been sent. But until I actually receive it I view the case as still open. Business Response /* (4000, 9, 2022/09/09) */ The FedEx tracking number is XXXXXXXXXXXX and the package is scheduled for delivery on Monday, 9/19/22. At that time, the customer should also consider this matter resolved. We do understand why he wants to wait until he actually has possession of the unit before resolving this matter on his end.

• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 ordered a Lowrance Hook Reveal 7x on 5.1.22 in the amount of $439.00 which was shipped in a timely fashion. Installed on my boat and realized it didn't have a map included. The advertisement stated in accepts C-Map and Navionic maps so I ordered a Navionics map for $160.00. It would not install. I sent Lowrance an email and they responded that this model doesn't have mapping. This is a simple case of false advertising. I have contacted them several times and offered a solution which included returning this model and paying the additional money for a unit with mapping. Lowrance has ignored all of my recent emails and had the nerve to send me a customer survey. I filled it out and explained my displeasure and ignored that too. This unit is useless to me as I need mapping.

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/08/16) */ We have reached out to the consumer and came to a fair resolution. We do consider this matter resolved. Consumer Response /* (2000, 7, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Lowrance stood by their product and resolved the problem completely.