ComplaintsforMassimo Marine LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have had several problems with this boat that is only 3 years old.1. Chrome corners on the front have been replaced 3 times at my expense 2. Ladder on the boat fell off and had to be remounted at my expense 3. The floor is rotting and making the boat unsafe to operate.I filed for warranty andit was denied.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I would highly recommend avoiding any attempt at purchasing ANY ITEM that Massimo Motor/Marine sells. Massimo Motor/Marine did a bait-and-switch tactic on me. I was recently told I could purchase a particular year model Mercury outboard motor for a set price so that i could upgrade the motor on my Massimo pontoon boat that I bought 2 years ago in 2022.I confirmed the price was correct and that there was more than one of the year model motor available at said price BEFORE I drove 3.5 hours ONE WAY the next business day. I have an email and text in black and white stating unequivocally 'Yes'.Upon my arrival the next day at 11:30am, I was asked to pay for a newer model, which was $5,000 more than what I wanted to spend, and that they 'NEVER had the year model motor that I was asking to purchase'. I had just driven 3.5 hours and 180 miles for nothing. They just tried to force the higher priced model on me and simply said this was a good price for the newer model and I would never find a better price anywhere. I was given an insincere apology and walked away with nothing, but a loss of 7+ hours of my time and over 360 miles of gas wasted as well as unnecessary mileage added to my truck. I asked TWICE and have the emails and texts to back up my request that the motor was available before I drove 3.5 hours the next day and I have a text confirming that not only was it available, but there was also MORE THAN ONE available at said price.If you like bait-and-switch, then Massimo Motor/Marine will happily oblige you in this unfair business practice. I have learned firsthand to never trust Massimo and I will NEVER do business with them again. I would highly recommend NOT PURCHASING A BOAT, MOTOR, 4 *******, BIKE, GOLF CART, UTV, SCOOTER, ETC from Massimo Motor/Marine because they are SIMPLY A DISHONEST COMPANY that will not honor what you are quoted.

  Customer response

  05/21/2024

  Please disregard the complaint. I finally received a call from Massimo Marine with a satisfactory resolution to my issue. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an e-spider electric trike from Massimo a month ago. It arrived with a broken windshield, cracked rear lights, and a speedometer that doesn't work. All of these make it illegal for me to register this with the **** I've repeatedly attempted to contact them, but never get a response. I call and never get a response. I have a vehicle sitting in my driveway that I cannot drive, cannot register, and am still paying for it.

  

  Business response

  01/29/2024

  Unfortunately, we do not sell any e-spider triker. At Massimo Marine we sell pontoon and tritoon boats. We feel the BBB should remove this complaint from our profile as this consumer filed a complaint to the wrong company.  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 26 August 2022, my pontoon boat from ( Massimo Marine ******* **.) was delivered. I paid ********* dollars. I attempted to trailer the boat from *** Pool Lake boat launch, the trailer became dislodged from the hitch of my truck and did damage to the tailgate and wiring harness for lights. It was reported and was never resolved. I had a friend repair the lighting harness. I attempted to trailer the vessel on July 3rd and while transporting the boat, the trailer with boat attached again became dislodged from the trailer hitch at the apex of the Trinity ***** bridge on 20 freeway eastbound. I called the police for assistance due to the dangerous nature of the position of the detached boat on the bridge. I waited more than an hour for police assistance that never showed up. I had a 3 year old and a 7 year old in my vehicle , and decided that their safety and needing to use the bathroom as the reason I left the boat on the bridge. While waiting for assistance, I called Massimo Marine to report the failure of the trailer. In the time that passed from me leaving the bridge, another person or persons with bad intentions placed it onto their vehicle hitch. The attempted thieves experienced the trailer being dislodged from their trailer hitch too. As a result the boat took some impact damage from other vehicles on the freeway, and was abandoned by the wannabe thieves. The trailered boat was then impounded by the police. I found the boat, called Massimo Marine and was told that they didn't have a recovery vehicle to pick it up from impound. I paid $463.64. impound and $225. to have my boat and trailer delivered to Massimo on 11 July 2023. My point of contact was ******. I regularly informed him about the defective trailer hitch. After months of unreturned phone calls with ************** was informed that the damage was my responsibility! All issues occurred within the 1 year warranty. ****** no longer works there. Their technician **** denied my request for repair. Help me!

  

  Business response

  12/19/2023

  The customer *************************** called our director of sales ****** to report a warranty issue around August or September of 2022. ****** relayed the message to the warranty department about the issue ******* called *************************** and informed her that we can send her a new winch to replace the winch that she is having trouble with. **** then explained that she will call me back to see what her husband says. I did not receive a call within that week. ******* then called **** back to let her know if she still needed the winch because it was packed and ready to be shipped. **** informed ******* that she no longer needed the winch because her husband got it fixed by their friend. ******* asked her again if she is sure she didn't want the winch replaced and **** explained she no longer needed it because it was fixed. We did not get any calls from **** or her husband **** about the winch since then. ****** got a call from **** about their boat getting stolen and cause a 8 car pile up and wanted us to repair what was damaged. **** then asked ****** if we can have someone get the boat for him to place at our location and ****** explained to him we do not and we could not get him a tow truck. **** did not explain to ****** about calling the police nor having kids in the vehicle. When **** contacted ****** he explained that his boat was stolen and it is at impound and he needed help getting it to our location. ****** and the master tech **** looked over the boat and **** (master tech) explained it was not a warranty claim. ****** then explained that to **** and let her know the costs for the repairs. **** and **** refused to listen and kept calling and not let ****** handle other warranty claims he was doing. **** started calling Massimo Motors that has nothing to do with Massimo Marine and did not let the other workers from Massimo Motors work. ****** then got promoted and went to a different department in the building. ******* then took over warranty and was familiar with the situation. ******* called **** and explained to her once again what **** informed ****** before. **** then explained to ******* via over the phone that she made told her husband either go driver faster or leave the boat on the side of the road to pick up later because they were going to be late for her friends party. Her husband did not want to drive fast so they left it on the side of the road to make it to her friends party. The amount they are disputing is for the new trailer which we informed them cost $3,500.00. It has been a year from the last time **** reported the issue and we tried to resolve it at that time she reported it, but **** refused to get the new winch becuase they explained to Massimo Marine that they had the friend fix the issue so there was no need to send the new winch.

  Customer response

  12/22/2023

  Hello,

  Thank you for sending me the responses from Massimo Marine. First of all, these responses from Massimo Marine are NOT TRUE. there are multiple fabrications of the truth. All the timeline and the information were COMPLETELY WRONG. It was all my issues and I have the timeline with the time stamped proof accurately for whenever happened.

  Here are the details and dates of happened.

  We bought this boat and paid in cash on 8/15/2026 and got it delivered on 8/31/2023.

  We live less than a mile to a lake. Our first boat drive was on Sep 5, 2022. After the first trip having a boat ride, I found out the Biminis arms was broken and called ****** to report the issue and got it taken care of very quickly. And this was the only time I have reported the issue to Gerit. He was the one who gave me ****** number and said to call this number in the future if anything else is wrong or warranty issues or needs.   

  We took 2 more trips and were fine; however, while pulling the boat out of water, the trailer dislodged and struck the tailgate of our truck as well as tearing the electrical wiring of the trailer in half. My friend was who joined us on the boat that day helped to reconnect the electric wires back together when we pulled the boat home. Reconnecting the electric wire was the only thing that my friend did to help, the winch is not an issue here. The issue is that the hitch wont hold the trailer when attached to the vehicle;therefore, it jumped off the vehicle when pulled.  

  On the afternoon Saturday July 1, 2023, 10 months after it was delivered to my door. We planned to take the boat to another lake for the July 4th weekend celebration. While my husband was driving, the trailer suddenly dislodged from the truck, and it stopped at the top of the ******* *********************** 20 Eastbound on the shoulder of the freeway. It was sitting on the top of the bridge. We had no way to put the boat back to the truck and we called 911 to report the issue and requested for help. We waited for 2 hours on the freeway for the police to come and help;however, no one came to help! I called 911 and followed up 4 times while sitting on the freeway waiting, but all they said that we have to wait because they dont have anyone available since we are not in a dangerous situation. We have 2 kids, a 3 yr. and a 7 yr. old and they were no longer able to hold for a bathroom need at that time; therefore, we had to leave for the safety of the kids. It was getting late, and the sun was setting, so we decided not to comeback to get the boat in the dark on the freeway and planned on going back in the morning. The next morning when my husband got back, the boat was not there.It was stolen! I called and reported to the police immediately that the boat was stolen. After this day, I wasnt able to locate my boat until 7/10/23 after calling 911 daily to follow up the case and physically going to multiple police stations and jurisdictions to ask for help.

  Because the incident happened on the weekend, I waited until Monday morning on 7/3/2023, I called and reported the issue to ****** first thing in the morning and told him all details of what happened. At this time, I informed him that I dont know where my boat is, and I have police report and they are helping to find my boat now. I have requested him that when I found the boat, he needed to have someone to come to tow the boat back and fix the problem. I told him that I just bought my boat less than a year ago and it is still under manufacture warranty, and it looks like the trailer hitch is defective and that is not safe for my husband to pull the boat back to Massimo Marine. ****** did not say anything when I reported the issues to him.

  On 7/10/2023. After so much effort of running around to the multiple police stations, I found my boat at the impound station in ******. I had a chance to talk to the officer, who was at the accident scene.  I reported to him the detail with the reasons why we left our boat on the freeway shoulder.He said, looks like the person who stole your boat had the same issues that you experienced because the boat jumped off the hitch of the thiefs vehicle on the freeway only a few miles away where you left the boat. When the boat jumped off, there were at least 5 cars that hit on the boat and trailer and the driver sped away, the eyewitness said. The other officer gave me the 5 cases numbers for reference the accident.

  As soon as I was able to locate the boat at the sub police station impound lot, I immediately called ****** and requested him to send someone to tow my boat back to Massimo Marine to get it fixed. ****** said that they dont have anyone to go there to get my boat and denied helping. It was late in the day, and I had to wait for the next day to get the tow truck driver to tow the boat there. So, the boat was towed back to Massimo Marine on 7/11/23.
  From 7/11/23 to mid-September,I have called ****** MULTIPLE TIMES to follow up and to request him to have the boat fix. And all he said that he has to wait for his boss to made decision on this matter. My husband also called and spoke to ****** multiple times to request the issue to be resolved, but nothing has been done.
  On Sep 20, 2023 (record on my phone and texts) after asking MULTIPLE TIMES to fix the boat, he then asked me to pay $4,460 to get the boat fixed. I declined because the boat had reported issues in less than a year after we bought it, and it should be still under 1-year manufacturer warranty. He said that this was his bosss decision and nothing he can do to change things. After this, he stopped communicating with me and ignored my texts and phone calls.

  During Sep 20 to Nov 16,after ****** ignored my calls and texts, I tried to call the main company number to request to speak to someone because ****** did not call me back for the issue. The person who answered the phone assured me and told me that someone would call me back, but no one did. Until 11/16/23 I gave pressure to the person who answered my phone that I need to speak to someone for the issues of my boat ******* called me back about more than an hour later. I was on the phone with ******* for 49 mins and 6 second (my phone record showed). She NEVER MENTIONED THE ***** IS READY TO BE SHIPPED.  as the person who responded to this complaint.She knows the boat is with them since the beginning of July and I have requested them to fix for the past 4.5 month already. Maybe the person who responded to this complaint doesn't know that my boat is with them since July? It's almost 5 months already. A few days later, ******* followed up with me by text that their determination was for us to pay for the boat to be fixed and said that their determination will not be changed. I requested ******* to have the master tech, who determent on this situation to call my husband to discuss and tell my husband the reasons why Massimo Marine declined to be under their supplies manufacture warranty, but he has never called my husband. And this was the reason why we decided to report the complaint to BBB.

  I have all the proof and timeline of things that happened based on the texts and details of ****** and ******* as they responded to me. Time stamps dont lie and nor do I. We just want to be treated fair. We spent more than $30,000 cash for the boat and expect to get something that lasts longer than a year without any major issues or safety concerns.
  And at this time, we also filed the complaint to the Dallas County court, and we are waiting for the hearing date now. It is our belief that a reputable company would honor their warranty and keep the customer happy, and more importantly SAFE!!! We feel deceived that Massimo denied taking their responsibility to be behind their manufacturers warranty in conjuncture to our business with them. 

  Customer response

  12/26/2023

  I am rejecting this response because:   

  Hello,

  Thank you for sending me the responses from Massimo Marine. First of all, these responses from Massimo Marine are NOT TRUE. there are multiple fabrications of the truth. All the timeline and the information were COMPLETELY WRONG. It was all my issues and I have the timeline with the time stamped proof accurately for whenever happened.

  Here are the details and dates of happened.

  We bought this boat and paid in cash on 8/15/2026 and got it delivered on 8/31/2023.

  We live less than a mile to a lake. Our first boat drive was on Sep 5, 2022. After the first trip having a boat ride, I found out the Biminis arms was broken and called ****** to report the issue and got it taken care of very quickly. And this was the only time I have reported the issue to Gerit. He was the one who gave me ****** number and said to call this number in the future if anything else is wrong or warranty issues or needs.   

  We took 2 more trips and were fine; however, while pulling the boat out of water, the trailer dislodged and struck the tailgate of our truck as well as tearing the electrical wiring of the trailer in half. My friend was who joined us on the boat that day helped to reconnect the electric wires back together when we pulled the boat home. Reconnecting the electric wire was the only thing that my friend did to help, the winch is not an issue here. The issue is that the hitch wont hold the trailer when attached to the vehicle; therefore, it jumped off the vehicle when pulled.  

  On the afternoon Saturday July 1, 2023, 10 months after it was delivered to my door. We planned to take the boat to another lake for the July 4th weekend celebration. While my husband was driving, the trailer suddenly dislodged from the truck, and it stopped at the top of the ******* *********************** 20 Eastbound on the shoulder of the freeway. It was sitting on the top of the bridge. We had no way to put the boat back to the truck and we called 911 to report the issue and requested for help. We waited for 2 hours on the freeway for the police to come and help; however, no one came to help! I called 911 and followed up 4 times while sitting on the freeway waiting, but all they said that we have to wait because they dont have anyone available since we are not in a dangerous situation. We have 2 kids, a 3 yr. and a 7 yr. old and they were no longer able to hold for a bathroom need at that time; therefore, we had to leave for the safety of the kids. It was getting late, and the sun was setting, so we decided not to comeback to get the boat in the dark on the freeway and planned on going back in the morning. The next morning when my husband got back, the boat was not there. It was stolen! I called and reported to the police immediately that the boat was stolen. After this day, I wasnt able to locate my boat until 7/10/23 after calling 911 daily to follow up the case and physically going to multiple police stations and jurisdictions to ask for help.

  Because the incident happened on the weekend, I waited until Monday morning on 7/3/2023, I called and reported the issue to ****** first thing in the morning and told him all details of what happened. At this time, I informed him that I dont know where my boat is, and I have police report and they are helping to find my boat now. I have requested him that when I found the boat, he needed to have someone to come to tow the boat back and fix the problem. I told him that I just bought my boat less than a year ago and it is still under manufacture warranty, and it looks like the trailer hitch is defective and that is not safe for my husband to pull the boat back to Massimo Marine. ****** did not say anything when I reported the issues to him.

  On 7/10/2023. After so much effort of running around to the multiple police stations, I found my boat at the impound station in ******. I had a chance to talk to the officer, who was at the accident scene.  I reported to him the detail with the reasons why we left our boat on the freeway shoulder. He said, looks like the person who stole your boat had the same issues that you experienced because the boat jumped off the hitch of the thiefs vehicle on the freeway only a few miles away where you left the boat. When the boat jumped off, there were at least 5 cars that hit on the boat and trailer and the driver sped away, the eyewitness said. The other officer gave me the 5 cases numbers for reference the accident.

  As soon as I was able to locate the boat at the sub police station impound lot, I immediately called ****** and requested him to send someone to tow my boat back to Massimo Marine to get it fixed. ****** said that they dont have anyone to go there to get my boat and denied helping. It was late in the day, and I had to wait for the next day to get the tow truck driver to tow the boat there. So, the boat was towed back to Massimo Marine on 7/11/23.
  From 7/11/23 to mid-September, I have called ****** MULTIPLE TIMES to follow up and to request him to have the boat fix. And all he said that he has to wait for his boss to made decision on this matter. My husband also called and spoke to ****** multiple times to request the issue to be resolved, but nothing has been done.
  On Sep 20, 2023 (record on my phone and texts) after asking MULTIPLE TIMES to fix the boat, he then asked me to pay $4,460 to get the boat fixed. I declined because the boat had reported issues in less than a year after we bought it, and it should be still under 1-year manufacturer warranty. He said that this was his bosss decision and nothing he can do to change things. After this, he stopped communicating with me and ignored my texts and phone calls.

  During Sep 20 to Nov 16, after ****** ignored my calls and texts, I tried to call the main company number to request to speak to someone because ****** did not call me back for the issue. The person who answered the phone assured me and told me that someone would call me back, but no one did. Until 11/16/23 I gave pressure to the person who answered my phone that I need to speak to someone for the issues of my boat ******* called me back about more than an hour later. I was on the phone with ******* for 49 mins and 6 second (my phone record showed). She NEVER MENTIONED THE ***** IS READY TO BE SHIPPED.  as the person who responded to this complaint. She knows the boat is with them since the beginning of July and I have requested them to fix for the past 4.5 month already. Maybe the person who responded to this complaint doesn't know that my boat is with them since July? It's almost 5 months already. A few days later, ******* followed up with me by text that their determination was for us to pay for the boat to be fixed and said that their determination will not be changed. I requested ******* to have the master tech, who determent on this situation to call my husband to discuss and tell my husband the reasons why Massimo Marine declined to be under their supplies manufacture warranty, but he has never called my husband. And this was the reason why we decided to report the complaint to BBB.

  I have all the proof and timeline of things that happened based on the texts and details of ****** and ******* as they responded to me. Time stamps dont lie and nor do I. We just want to be treated fair. We spent more than $30,000 cash for the boat and expect to get something that lasts longer than a year without any major issues or safety concerns.
  And at this time, we also filed the complaint to the Dallas County court, and we are waiting for the hearing date now. It is our belief that a reputable company would honor their warranty and keep the customer happy, and more importantly SAFE!!! We feel deceived that Massimo denied taking their responsibility to be behind their manufacturers warranty in conjuncture to our business with them. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 boats in May for my store. In June Massimo Marine charged me for the boats 3 weeks ahead of them shipping. When shipped out I was sent a base model instead of a limited lounge. The boat has scratches on it carpet has stains and seats has stains on it. The other boat did come in as a limited lounge but has s attached on it and carpet is stained along with a tear in the seat. I contacted them the day they was delivered and let them know of the issues. It took them 3 or 4 days to get back with me but they did finally. They did send me 2 parts but one couldnt be used because I didnt have the piece that goes under the Cpt chair and they say they dont put them on there anymore. But at the time they sold them to me thats what I ordered. We did get together and they decided they would send me the money back and Id make them a scratch and dent boat. But they sent half the money they was supposed to and said it was right. Which I argued with. Never received the seat that was torn or the other parts that I was supposed to order. One door wont even open on the boat because something is broke inside the door. Their response to the carpet and seats being stained is can I not take them and have them cleaned somewhere. When u buy something and spend nearly 90k u dont expect to have to tear it all apart to fix it so u can sell it. ******* had said he was gonna transfer the boats but never called me back sent someone else to message me and say he was gonna send me a part after 3 months. After explaining that after 3 months I didnt want to be a dealer on the marine side anymore because I didnt want to put a 10 year warranty on something that wasnt even right when it got sent to me they wanted me to pay a restocking fee plus shipping. I have been yelled at when speaking to ******* there and told *** my rep is no longer there and nothing he said will go. I was also told it was my fault because I didnt file a claim but I cant file a claim if I dont have the parts to fix it and Massimo takes forever to pay their warranty.

  

  Business response

  09/22/2023

  The information we received from our Dealer Sales team, who worked with ******* 4-******* is very different and is as follows:
  

  When ************* received his boats, he spoke with ***, from our Dealer Sales team.  (***, is unfortunately, no longer with our company).   Our warranty process was explained to ************* by our Dealer Sales team but he refused to follow that procedure, opting to reach out to Dealer Sales directly.  As all warranty claims are required to be submitted online so we can track the status of the claim.  Our Dealer Sales team reached out to ******* for assistance in trying to work with ************* outside of our normal claim process. *******, who was on maternity leave at the time but was also still working from home received the information from Dealer Sales and she called ************* to explain what we could do to help him get this resolved.  ************* advised ******* of the is***s he was having and ******* offered the options to resolve said is***s.  ************* advised one of his boats was more damaged than the other boat and ******* asked if we could send the parts needed to fix it and we offered to pay ************* his hourly shop labor rate to fix them on his site.  ************* refused to do the repairs on his end while at the same time listing to ******* the parts needed to repair his boat, then going a step further to propose to us a monetary compensation difference to satisfy the is*** of fixing the boat and having to sell it as a dent and save model; therefore, limiting what he could sell it for.  ******* reached out to our Dealer Sales team and the Director of Sales advising them of her conversation with ************* and her options presented to him. She listed in the email all the parts ************* said he needed and assured the team she repeatedly confirmed with ************* of exactly what was needed so there would be no miscommunication.
  

  ************* agreed upon amount of $2772.00 was mailed from our office to suffice for the difference in the boat value and the parts requested were sent out.  ******* checked in with ************* to get updates and see if there was anything further she could assist with.  She was now told by ************* he wanted to return the boats.
  

  All of our invoices have the disclaimer all sales are final, no refund or exchanges.   As such, our Warranty Manager ****** reached out to ************* multiple times to see what he could do on his end to aid in a resolution.  Even though all sales are final, ************* assumed he was a dealer for Massimo Marine (a dealer agreement was never signed between ************* and Massimo Marine) and this gave him the option to return his product.   ******,in an effort to keep the relationship between ************* and Massimo Marine on a good note, informed him we would go ahead and take the boats back but there would be a 20% restocking fee incurred and ************* would need to cover the transportation to get the boats back to our warehouse.  That was an unacceptable offer for **************  Our team reconvened again and finally worked out a couple of different options. ****** placed a call to ************* on 09/20/2023 and explained the following options:  First option:  We would cut the restocking fee down to 10% with ************* still covering the cost of the transportation back to our warehouse and he would also need to return the $2772.00 that was given to subsidize the loss of revenue when he sold the boat or Second option: We would assist ************* in selling the boats from his location negating a reason for them to be returned and incurring any further costs. ************* refused both options and then the call went sideways, ************* was irate, yelling and proceeded to yell Why am I talking to a black man when I should be talking to *********  At that point ******* took over the call from ****** and informed ************* we would not tolerate any racial bias against any of our employees and informed ************* we would be forwarding his comments to our Corporate Attorneys since in the course of the phone conversation, ************* repeatedly threatened to *** us. ********************* explained the options again and ************* refused again.  ******* promptly ended the call with have a nice day and she disconnected the call.
  

  We feel we have made every effort to work out the is***s with ************* and we are still willing to do so but ************* and our Warranty Manager need to work together for a resolution equitable for all involved.  If he feels the need to involve his attorneys, we will let our Corporate Attorneys handle from this point forward.

  Customer response

  09/22/2023

  As all call are listened to I had 3 witnesses that heard my conversation the day I spoke with them and the call went sideways.  ******* was the one who went to yelling. I simply said I didnt need to talk to a supply guy which is know as a parts guy that I needed to talk to a boss. ******* took the phone from the guy and went to yelling at me.  I do not appreciate a business trying to make this something racial. Im not sure how you think supply guy is calling someone something other than someone who is a parts attended.  When the check was sent out ******* was out so how can she really know what was going on.  She did talk to us about it but what we agreed on was **** not ****. North point would never have put them on my floor plan if I wasnt a dealer.  I also feel like that Im being sterotyped because Im from Alabama and automatically saying something on race.  Seems how now days when someone is in the wrong thats automatically what they go to saying. At the end of the day Massimo marine doesnt want to take responsibility for their mistake. I have asked numerous times on who inspected these boats before they was sent to us but havent had a response.  **** did email me and did say he was investigating the issue and would get back to me.  As he was the boss that I was trying to get up with. When asked to speak with ****, ******* kept saying she was the highest boss there and couldnt speak to anyone else.  I never refused to fix the boats but did say I after I spent as much money on them I shouldnt have to do a complete tear down on these boats just so I can sell them.  Massimo marine has also been posting these boats on their sites cheaper then any dealer can get them which does breech any agreement they have with any dealer. 

  Customer response

  09/22/2023

  Also there is a recording of this phone conversation as all of them we have had as all the messages also.  

  Customer response

  09/22/2023

  Also there is a recording of this phone conversation as all of them we have had as all the messages also.  

  Customer response

  09/22/2023

  I have also seen other complaints on here with the similar situations of Massimo marine putting blame on a customer instead of taking blame themselves for bad product.  Also went as far as to blame the delivery guys who brought them to us.  

  Customer response

  09/25/2023

  I am rejecting this response because:   This response is false on so many areas.  The boats had issues and I didnt feel comfortable selling something that I was gonna have to stand behind for 10 years and I couldnt even get it right to sell it.  Also I have witnesses that heard the conversation.  

  Customer response

  09/25/2023

  Also on June 9th 2023 they put the boats on my account. Now they are trying to show false documents saying they was paid on the 21st. Which is also false.  They added them then sent them late so there was nothing I could do. The delivery guys as soon as my wife got the to the store that morning where she could inspect them they unhooked and left.  Was no waiting around to make sure everything was good where we could do our inspection. 

  Customer response

  09/25/2023

  Here is the date they put them on my account. 

  Customer response

  09/25/2023

  This is where they are selling them cheaper then what they sell them to dealers online. 

  Customer response

  09/25/2023

  This is proof they are selling and taking trades at the manufacture instead of pushing through dealers. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a pontoon boat from Massimo Marine in late July or early August of 2022 which puts it still under their full warranty coverage. We have had the boat on the water a few times with no issues, however after our last outing, we noticed one of the front panel skins had deformed of it's own accord. The panel frame was still perfectly shaped as it should, but the panel behind the frame deformed (dented). It's clear from the photos supplied that nothing impacted the boat as the frame would be bent if that were the case. It seems that panel skin was either installed under stress and maybe the temperature swings made the panel expand and deform.We reached out to the company to honor their warranty that is supposedly a bow-to-***** coverage for many years (sounded impressive at time of purchase) but they are declining to honor that warranty. We expect this to be made right by them.

  

  Business response

  08/03/2023

  Customer is unsure when they purchased their boat, the date was 8/4/2022.

  
  The customer claims they have a 10 Year Bow to ***** Warranty, which is a false statement. As included with our response is a copy of the agreed warranty. No language or terms are used to match what is said to have been given to the customer. 

   

  Aluminum does not automatically bend on its own once installed or formed, that is not our opinion, that is science. The pictures from the consumer clearly show scuff, scratch, and impact marks where the fence wall was impacted to cause this dent. The consumer, claims, to not know how this happened, but this could have only happened under force in the customer possession. This is not a warrantied item.

   

  This case is not only misleading and false, but also could be considered borderline slander or quid pro quo to have us cover something that is not in the expressed warranty nor the fault of Massimo Marine. We request the BBB remove this untrue and false BBB case as there is no actual legal basis or otherwise for it to be on our account with the supplied and factual information. 

  

  Business response

  08/03/2023

  Customer is unsure when they purchased their boat, the date was 8/4/2022.

  
  The customer claims they have a 10 Year Bow to ***** Warranty, which is a false statement. As included with our response is a copy of the agreed warranty. No language or terms are used to match what is said to have been given to the customer. 

   

  Aluminum does not automatically bend on its own once installed or formed, that is not our opinion, that is science. The pictures from the consumer clearly show scuff, scratch, and impact marks where the fence wall was impacted to cause this dent. The consumer, claims, to not know how this happened, but this could have only happened under force in the customer possession. This is not a warrantied item.

   

  This case is not only misleading and false, but also could be considered borderline slander or quid pro quo to have us cover something that is not in the expressed warranty nor the fault of Massimo Marine. We request the BBB remove this untrue and false BBB case as there is no actual legal basis or otherwise for it to be on our account with the supplied and factual information. 

  Customer response

  08/03/2023

  I am rejecting this response because:   

  "Customer is unsure when they purchased their boat, the date was 8/4/2022."

  Response:  Great, so regardless of how long the warranty period is (we'll get to that shortly), I filed the Warranty claim within the first year of ownership.

  "The customer claims they have a 10 Year Bow to ***** Warranty, which is a false statement. As included with our response is a copy of the agreed warranty. No language or terms are used to match what is said to have been given to the customer."

  Response:  They should focus on learning to read their own documents. The text I quoted is LITEREALLY BOLDED on the form. I have attached the same copy as they so thoughtfully did and added my own highlighting to those texts.

  "Aluminum does not automatically bend on its own once installed or formed, that is not our opinion, that is science. The pictures from the consumer clearly show scuff, scratch, and impact marks where the fence wall was impacted to cause this dent. The consumer, claims, to not know how this happened, but this could have only happened under force in the customer possession. This is not a warrantied item."

  Response:  They obviously didn't take science in school. A quick ****** search and anyone who knows and works with metal knows that it absolutely can expand or contract in different temperature conditions. I've supplied the quick ****** search entry so they don't have to go double check. I've also added additional photos (I wish I could have supplied more but am limited to how many files I can attach) of close *** of the rail directly in front of the deformation of the panel. There is NOT ONE scratch or chip or **** on that rail. Nothing impacted that area.

  "This case is not only misleading and false, but also could be considered borderline slander or quid pro quo to have us cover something that is not in the expressed warranty nor the fault of Massimo Marine. We request the BBB remove this untrue and false BBB case as there is no actual legal basis or otherwise for it to be on our account with the supplied and factual information."

  Response:   I'm not sure how this is any of those things. I merely stated facts and have supplied the proof that backs up my claim. I'm sorry you don't take critisizm very well, but that was pretty clear in your response. I was hoping to resolve this amicably as we do like our boat, in general. We had been happy to tell people about this local boat company and that they had been easy to work with during the sales process. But now, seeing how you all have handled this situation, which honestly is a pretty minor one, I can't recommend you to anyone. Because Lord help anyone who may end up with a more serious warranty claim.

  Thank you, BBB, for being the mediator through this. Hopefully we can come to an amicable conclusion.

  Sincerely,

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

  

  Business response

  09/06/2023

  Customer did not read there warranty.

  Customer response

  09/06/2023

  I am rejecting this response because:

  Their most recent response,attaching the transfer of warranty document, does not apply to my case. I am the original owner and have not, nor plan to, transfer ownership and/or warranty to someone else. I have already submitted my case, along with the documents and pictures that support it, in previous messages. Based on the initial warranty that we were given and the sections that I previously highlighted on the document, along with the photographic proof I also submitted, this all should indicate that a repair be covered by the manufacturer.

  All I'm asking for is the front corner panel to be replaced. They probably have a bunch of them sitting on a shelf in the warehouse that they gave us a tour of during the build process. Based on the way these boats are put together, I would suspect about 30 minutes of labor and the part - whatever that costs. This will suffice and be an acceptable outcome to this case.

  Thank you.

  

  Business response

  09/12/2023

  The transfer warranty is the Same as the limited warranty is just a transfer form to another person i uploaded the wrong for to him but once again  they are the same. Bottom line the heat did not do this something hit the boat in order to dent it.

  Customer response

  09/20/2023

  I am rejecting this response because:

  "The transfer warranty is the Same as the limited warranty is just a transfer form to another person i uploaded the wrong for to him but once again  they are the same. Bottom line the heat did not do this something hit the boat in order to dent it."

  Response:  As I have submitted already, but I have attached again in case you need closer examination, NOTHING hit the boat. Bottom line is, somthing in the way it was attached at the factory, either due to stress applied when fastening or a combination of that and thermal expansion, has caused the panel to buckle. The warranty in question applies to manufacture defect or production issues and this clearly is one of those things.

  The fact that the manufacture has lost their sassy tone from their initial response and are now taking a more reasonable approach shows that they may have realized there is some ****** to my claim. However, because they are hoping I drop this complaint to keep their BBB rating, they are continually coming back with these round and round responses that get none of us anywhere. Let's just get this issue fixed and move on.

  Thank you.

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 26,2023, I purchased a 2023 Massimo pontoon and Bear trailer (Invoice ****). On April 11, we were given an opportunity to view the boat on stands in the warehouse because they were still putting the boat together. While we waited for the boat, we signed the paperwork, which was quickly shuffled to us sign here, sign here, sign here, etc.After returning home from launching the boat, we noticed the trailer boat guide on carpet was torn at the front pillar and had wear from a boat sitting on it for a long period on the remaining board. The plate identified the trailer manufactured in February 2022. If the trailer had been sitting in the sun with a boat on it, as is with most of the ready inventory, that also means the tires have been subjected to the sun for a year.I contacted Massimo and explained we needed a refund for the difference between a used 2022 trailer and a new 2023. Later, understanding that since we financed, this may not be possible. I advised I would accept a Massimo cooler and dock lights installed for the difference in what I bought and received. Massimos stance is the invoice doesnt matter and there is no price difference in a 2022 and 2023 Bear trailer. So according to Massimo, my claim of deceptive trade practices is null. I disagree, there is a big difference in the value of a new 2023 trailer and used 2022 trailer. Its used, a boat has been sitting on it for a while, enough to cause wear. We would still settle for merchandise for the difference.

  

  Business response

  06/26/2023

  Unfortunately the consumer is incorrect in their claim. What they were sold is what they received. The signed invoice and documentation the customer signed as well as title documentations was all 2022. If the customer did not want to receive that trailer then they had multiple opportunities to contest that when they got their invoice copy, signed their paperwork, signed their titlework, and picked up their boat. More than four chances to contest before or during the sales process. The manufacture of the trailer manufactures the metal on one day but may ship the trailers to us when we order them. This trailer did not sit on our lot for over a year and is a false claim. We cannot give over "free merchandise" to solve something that was not our fault. 

  We feel BBB should remove this complaint from our profile as this is not a valid complaint. 

  Customer response

  06/29/2023

  I am rejecting this response because I stand by my claim that I was sold on a 2023 new Bear trailer, but I received a used 2022 Bear trailer.  This is evidenced by my invoice I received from Sergei and pictures of my used trailer before and after being repaired by Massimo. When ****** returned the trailer to me from being repaired, he explained the broken identification plate and peeling sticker could not be replaced. 
  Massimo mentioned four chances in their response; however,the invoice mentioned as one of their chances was the invoice pictured that states it is a 2023. The other two were in a five-minute paper shuffle of signing the paperwork.  The fourth was when they brought the boat out on it and was impossible to see that it was used and not a 2023.  We became aware of this as soon as we got it home without the boat on it and contacted Massimo.
  I am not looking for free merchandise, just an avenue to rectify receiving a 2022 used Bear trailer in place of what we were sold and on our invoice, a 2023 new Bear trailer.

  

  Business response

  07/31/2023

  if we have ****** run out there with an e-cooler would this ****** things with the customer? We cannot install docking lights anymore as we have not found a way to properly do them on our boats. 

  Customer response

  07/31/2023

  I am rejecting this response because:  I will accept ****** or someone else coming out that can bring the electronic cooler and promptly resolve warranty issues at no charge in place of dock lights.  Our transducer fell off, the bemini will not lock in place on passenger front side, and the rear driver side underbody lights do not light and need to be replaced. We have the lights that were mailed to us. I first reported the lights six weeks ago, and a month ago, the other items.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  August 10,2022 purchased boat. On the drive home the zipper that kept the Bimini cover came off and the cover was flying loosed. Got home and noticed paint at the front rubbed off from the bumper. The company told me that was normal. That's nonsense and not luxury workmanship. Motor keeps going in limp mode. Massimo sent spray paint and a new sensor to switch out to hopefully fix the motor. Bolts holding the trailer together had no flat washers. Just the corners of the nuts were holding. Puncture on a chair was fixed with glue on a brand new product. Again poor workmanship. They did finally replace the seat. All these problems should not happen on a brand new product. Something needs to change in their build and quality assurance so customers to not have to go through this stress with a new product. This is not luxury at all.

  

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/08/31) */ Unfortunately this customer has many complaints about the boat that are no fault of the manufacture and are all circumstantial and not a valid complaint. His opinion about the boat vs how the boat was built, accepted, and signed off on are a different story. The customer accepted delivery and the boat, it was later that most of the tiny items were mentioned. A zipper falling off due to towing on the road is not warranty or a valid complaint. Complaining about a bumper is not a valid complaint it is an opinion and a wrong one we told the customer and showed him all OEMS use the same bumpers we do, he said we were wrong, that is his opinion and it is not valid. The customer complaining about how something was manufactured after the fact of taking delivery is also not a valid claim. To say we finally did something is bogus. We went out of our way to see the customer, at his house, outside of normal warranty, fixed his items and then also informed him of his sensor could be faulty and would send him a new one regardless. So its highly misleading the way this complaint was made and highly one sided. Consumer opinions on manufacturing after a product is purchased, is not a complaint, its an opinion. The customer went on to immediately threaten our company with a lawsuit and attorneys as a way to threaten us to force help we have already offered and extended without any threat to begin with. We pride ourselves on our boats and our customer service and have went out of our way to help this consumer. This case needs to be deleted as it is not proper and misleading.

*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. ↩