Complaints

This profile includes complaints for American Marine & Motorsports Super Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Marine & Motorsports Super Center

  830 E Green Bay St Shawano, WI 54166-2538

  
• 

  American Marine & Motorsports Super Center

  W6343 Weber Point Rd. Shawano, WI 54166-3930

  
• 

  American Marine & Motorsports Super Center

  1100 E Green Bay St Shawano, WI 54166-2206

  

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:05/30/2023

  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 26Apr23 I bought a 14 ft. Alumacraft boat from American Marine. The ad on their website listed it as a **** model 14 Resorter. The Purchase Agreement lists the year as used and the model as 14 RESORTER. When I got home I went online and discovered that it is actually a **** model **. I requested to return the boat for a full refund. American Marine has refused to do anything. I paid $750 for the boat plus $146 in taxes, licensing, and processing fees.

  Business Response

  Date: 06/06/2023

  We are very sorry that ****************** is unhappy with his purchase and feels as though we misrepresented it.  I have reviewed the information concerning the transaction. We always do our best to represent our products accurately and honestly. I looked at the purchase contract details, and it shows that the boat and trailer are listed as "used" with no year specified. Also, the price charged is quite reasonable for an older aluminum boat and trailer. I was the manager that typed the contract for the salesperson. One thing I remember with this transaction is that the boat and trailer did indeed have a year listed on the boat and trailer. Because there was no serial number on the boat and trailer, I always remove any year stated on the purchase contract. Without the serial numbers, it can be nearly impossible to identify its years accurately. So, I simply put "used" down for the year on both the boat and trailer. I explain this to the salespeople so they may tell their customers during the purchase process. Our website contains many hundreds of boats. Because of this, it's a very labor-intensive job duty to manually type in each boat entry. Sometimes mistakes do occur, and we state online that we can't be held liable for any misprints or errors.

      ****************** came to our store and looked at the boat and trailer before he finalized the purchase. It's very possible that the customer who traded the boat and trailer to us said it was a ****. Once that product gets to the store, we verify the information and correct the entry, or simply delete the years and put "used" in many cases. There are several trade-in items on our website where the information is limited because the trades have not gone through our evaluation process. Sometimes the information changes once the product gets here to our store. We verify and correct all the information as we evaluate the boats.  For example, a picture online of an "inbound" used boat may show a cover with the boat, some life vests, or other equipment. In the description of the boat shown, we state that items shown may not be included with trade or are subject to evaluation. Many times a boat is shown with an old fishing locator. Once we evaluate the boat, if it's found to not work, or be very old, we remove it. Some pictures of the boats have customers personal items in them which don't always stay with the boat. (life jackets, anchors, coolers, etc.) When customer's call us to inquire about products and mention they saw it online, we explain that we need to look at the item in person so the salesperson can see the item in question and help the customer with their selections. We always encourage customers to stop in and look at the products prior to making a purchase. With ******************, it he feels the price paid is not worth what he has purchased, I'm willing to adjust the pricing within reason. For a complete refund, I will consult with our store manager and see if that is fair for both parties involved. Incidentally, if ****************** can show me where the website had the incorrect information, I will forward that to our manager and ask the senior manager for a refund even though our website has our information disclosure listed there. I encourage ****************** to reach out to me so that we can resolve this issue. There was definitely no purposeful ill intent on our end, and we only want to make things right. 

  Sincerely,

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

  Customer Answer

  Date: 06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I don't believe the response by the business answers my concerns.  The boat was definitely advertised as a **** model.  I was rather easily able to find it was  a  1960.  A price reduction is not what a want.  I want to return the boat.
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 06/23/2023

  I have reviewed all the materials from this transaction. I feel that this was a situation that is hard to find fault with. It seems apparent to me that no-one has tried to mislead anyone with this transaction. The customer who traded the boat to us gave us registration stickers and the registration card from ********. I enclosed a copy of those stickers and reg card. The card shows the boat registered as a ****. When I saw the boat come through our store, I did not see the typical serial number that has the year of product as part of the number. For example, If a boat was a 2023 the Serial number would look something like this: ***********. The last 2 digits would indicate the year in the boating industry. This boat was originally listed as a ****************************************** (The picture you sent to us was dated March 28th, 2023.) After that date, we changed the listing to show no year on the boat and trailer. We did this because the boat did not have the typical serial number stamped on it indicating the year of it. So, I wonder why this issue of age did not come up until after you saw the boat and trailer, purchased it, and took it home. If you had looked at the boat online after March 28th, you'd see that the year of boat and trailer was changed to "used" because we were uncertain of it's exact age.  Apparently, we did not see the serial number stamp that you saw on the boat that shows FL4113. If we did, it wouldn't have helped us ID the age unless we called Alumacraft, and frankly, we felt it wasn't necessary because that type of boat is not sensitive to age. It's an "old aluminum boat"....We sold the boat and trailer to you as a "used boat and trailer" with year unknown. This is how it's shown on the purchase contract that both you and our business manager signed the day you made your purchase with us. The ********* DNR has requested from you the model year of the boat and a picture of the hull ID or pencil trace.

  We corrected the information on our website a month before you purchased it. What more could we do?  it was online for a month that way until you had purchased it as a "used boat and trailer" with no year stated. At this point, why don't we find a different boat for you if you still feel the age of the boat is the main issue for not wanting it. One last thing, the trailer was never an issue in this purchase? There's no year listed on that either. It's not a ****, but it's most likely decades newer than that. But, a trailer is a trailer, unless you're buying it relatively new or new. Then we have a certificate of origin and they are now titled with the state, so we know the year on all new trailers. On most of our used trailers in stock, they are sold with no year listed. It's very common for ID numbers to wear off and people have come to not care about what year the trailers are. Anyway, if you still do not want to keep the boat, I suggest a re-stocking fee for it to be returned. I would say a 10% fee would be fair under the circumstances. We can also help you find a different boat and take that one back in as a trade-in.  We can allow you the full purchase amount that you paid for the boat and trailer, $750.same amount paid for it on trade. 

  Sincerely,

  *********************, Mgr.

  Customer Answer

  Date: 06/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  I will return the boat.  A restocking charge is a practical way to settle this issue.  I paid $67. in taxes and licensing fee.  With another $10.  that would cover a 10%. restocking charge.  That would mean a  $740. refund.  Unless I hear differently I will return the boat on Wed., June 28th.
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/03/2022

  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.

  My families boat was damaged and vandalized while in storage at American Marine and Motorsports. The General Manager and other employees reluctantly acknowledged the damage as their fault. I submitted to the best of my knowledge total repair cost for the damage. American Marine stated they would also come up with an estimate of compensation. From this point, American Marine would no longer answer my calls or respond to me. My last meeting with American Marine was on May 5, 2022 with then general manager, ***********************. **** stated that within a week he would give me an estimate of what they feel they owed. American Marine has been unwilling to contact me since this date. my family has acted with the utmost understanding, and American Marine refuses to act in good faith.

  Business Response

  Date: 12/07/2022

  12-07-22 Called this Gentleman who is not the owner of the pontoon, however we have are working together with the storage faculty on getting this resolved with the parties involved.

  Customer Answer

  Date: 12/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] Yes, I was contacted by American Marine but the employee who called had no knowledge of my issue. He stated the general manager just asked him to call me. He said he would look into the issue. No timeframe for resolution was given. This has been the ongoing problem with American Marine, they acknowledge the problem, they even acknowledge their fault. Then do nothing to compensate for the damage.    American Marine is fully aware that I am acting on my elderly in-laws behalf, who are the owners of the pontoon. I made it clear in every conversation , who I am and who I represent.  I rejected this response because I feel once again it is just American Marine appeasing the better business bureau, and not actually resolving the problem. My request would be for American Marine to present me on behalf of my in-laws some offer of compensation for the damage they caused. Compensation would be made out directly to my in-laws.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 02/08/2023

  There has been no update, no response from American Marine. They promised to put together an estimate of the damages they owe for their negligence in storing my families, pontoon boat. They admitted to improper storage and handling, and were to come up with a figure to pay for the damages. Since they have admitted to improperly storing the pontoon we have received nothing. Every time I have tried to contact them I get the run around. They admitted to s******* up but are unwilling to pay for the damages. I dont understand how a company can be this dishonest and take advantage of an elderly couple and still be in business. Dealing with American Marine has been a nightmare for my family.

  Business Response

  Date: 02/23/2023

  This person who filed the complaint is not the owner who stored the boat with American.  The owner paid for winter storage.  At the end of the inside storage period, American relocated the boat outside and, like all customers, reached out to the owner for pick up.  NO RESPONSE from the storage customer.  In this situation, the boat will remain in the fenced in outside lot until we are contacted by the storage customer.   

  I believe this person purchased this boat from the owner.  I believe this boat is older.  In the marine industry, upholstery, carpet and canvas would be considered at the end of it's useful life!!!

  If the boat was vandalized, it is the customers responsibility to use their insurance for any and all repairs.    

  If the storage customer wanted additional paid inside storage or outside shrink wrapped storage, all they had to do was contact our our facility and pay for the additional time. 

  The storage customer should had picked their boat up following winter storage which they did not do.  No call, No show means No direction for storage of their boat.

  All of this is simply do to storage customer not picking their boat up on time.

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This is an Out right lie by American Marine and Motorsports. Notification was made, they were aware my elderly inlaws had no way to pick up the pontoon because they had no trailer. AM. Had always picked up the boat in the fall and delivered it in the summer. AM has lied about their handling of the boat from the beginning. We came to an understanding with the previous General manager *********************** that American Marine was responsible for the damage and they were working out an amount. The new general manager ***************************** lied to the state investigator ********************* that my in-laws were asked to pick up the boat. He will not return any of my attempted contacts and has other employees lie for him. From day one I have always made it clear that my in-laws are the owners, but because they are in there 80s I would deal with American Marine on their behalf. American Marine has lied and made excuses from day one. My in-laws have been devastated by this whole ordeal. This company is unwilling to act in good faith, they have lied, they have made ridiculous excuses, from entry level employees all the way to top management. Beware to anyone who deals with this company, if this is the way they treat long time loyal customers. Reading reviews reveal they have a pattern of taking advantage of elderly customers. This company should be ashamed of their actions. Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 07/07/2023

  On September 2, 2019, **** picked this pontoon up at ******* Lake which is approximately 45 miles with our trailer given Customer does not have on.  This Bulk storage.  All Pontoons are put in around September and taken out in April and staged for customers to pick up if they have trailers.  If not, customer calls and we deliver to them but all boats are moved outside.  It's winter storage. If they want Spring or Summer storage, they need to pay for that over and above.   

  In July of 2020, customer called and stated they did not want their pontoon this year.  (Outside 4 months)  It was relocated back inside at this point.  Summer of 2020 and Winter storage through 2021 was invoiced to customer which to date has yet to be paid.

  Once again, all boats were pulled out of storage in April 2021 and staged.  July of 2021, customer had us deliver to ******* Lake and was not happy with the condition of their **** pontoon.       (4 Months Outside).   Furniture on pontoons has a useful life of approximately 10 years.  This Pontoon is 20 Plus years old.  It was stored inside for Winter storage and outside in a fenced in area from April until called by customer for delivery. 

  Customer is responsible to insure their pontoon to cover any and all damage while in our possession.  In this case, it's a 20+ year old pontoon that could had been redone many years ago according to our pontoon mfg.    

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Once again, I believe this is an outright fabrication by American marine and motorsports. Several calls were made to American Marine that the boat would not be needed for the one season. My in-laws were informed that the boat would be put back into storage and be available for delivery the following year. No invoice for the additional storage was ever sent and once again calls were made to ensure the status of the boat. No response was ever given from ****. My in-laws requested the boat to be delivered by the end of May the following year. The boat was not delivered until mid July. my family was given dozens of excuses why the boat could not be delivered. Some included the boat could not be found, the boat was damaged beyond repair, and after numerous request, **** would not respond to our family. We were left to deal with *** who clearly stated he had no idea of what was going on. when ****** eventually delivered the boat in mid July ,2 months after we had requested it to be delivered, he stated the boat was in indoor storage the whole time. American Marine has changed their story every single time we have contacted them. **** and *********************** both stated directly to me that they miss handled the storage of the boat and would compensate my in-laws for their loss. As I stated previously, in this complaint, it was clear to American Marine, that I was acting on my in-laws behalf due to their elderly age. No one from American Marine has returned any of my phone calls, or willing to set up a follow up meeting. The last time I spoke face-to-face with general manager, *********************** I was assured that they would put together a dollar amount to cover the damages. American Marine has played games and took advantage of my elderly in-laws to cover up their miss handling of the boat. We have been lied to from the lowest employee up to the stated, vice president and general manager. After reading many reviews of this company and talking to many people this company has a track record of taking advantage of people, and miss management. I do not believe that American Marine ever had any intention of paying compensation for their gross miss handling of our boat. I have never dealt with a company that has blatantly lied and taken advantage of people like they have.[Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/12/2022

  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.

  We contracted to buy a new boat. Upon pick up no staff met us a dealership. Upon orientation it was a paperwork check the boxes. Work was suppose be done "pay parts only" but company made us pay labor to release boat ($200). No information about trailer lighting so we had to buy there. No table or manuals complete had to take from other boats. Boat had problems from first launch - dealer said everything is fine did not want to see boat. Boat on 3rd trip was a no start. Brand new engine had faulty (un safe wiring) Dealer left us stranded on water and said not there problem - if we wanted pull boat 4 hours back to them. Will not warranty. Paid for new engine, boat and received nothing of the same. The work done was wrong wiring and electrical issue hurt motor. Dealership will not stand by warranty of new boat at all. New motor is only option. Offered to return boat for full refund - they refused. Dealership only worried about survey to Manitou. When negative survey sent received a rude and offensive text message from company. Text messages to verify dealer does not feel they have to stand by boat or motor.

  Business Response

  Date: 10/27/2022

  We are sorry that the customer seems to have so many different problems concerning their new boat package. We had previously advised the customer that we need to see the boat to help diagnose and fix the issue(s). We will help them get the problem(s) resolved. As it states in the manufacturers warranty statement, the consumer is responsible to bring the product back to any authorized seller for warranty work. The customer stated that were were not helpful as the customer was stuck on the water. Sometimes this is the case because we can only advise the customer to check a few things and the rest of it, we must see in person.  With the "high tech" nature of products today, many things that could have been checked in the past cannot nowadays because of the special diagnostic equipment that the dealer has. The customer was not willing to bring it back to our facility for service. At this point it is beyond our control. We have received the survey from the manufacturer that the customer mentioned in their complaint. It appears that every single negative thing that could be checked on the survey, was. This to me indicates that there may be more going on than what has been stated in the complaint. We are sincerely sorry that the customer seems to be very dis-satisfied with the product purchased and the service or lack thereof that they received from us. As stated before, we need to have the boat at our facility to diagnose and fix the problem(s). The manufacturer does not cover transportation of the product to and from the dealership. 

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/10/2022

  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.

  We brought our boat in at then end of June to sell on consignment. We were told by ********************* , a sales rep that the just needed to give the boat a one over- and make sure all mechanical parts were in working order and then the boat would be listed. As weeks went by we were in contact with **** about no progress being made. He gave unlimited amounts of excuses (and would say he needed the paperwork/title signed over) and finally said that due to staffing they were not able to look at the boat yet. We had told **** that we had all paperwork- and sent an email containing all paper work and were going to sign and mail as soon as they were able to look over the boat and we agreed on a price. After two months, and no movement we decided to pull the boat and go somewhere else. Upon getting the boat back we realized that that the hummingbird helix 9 was missing. I immediately contacted ********************* to ask if he had taken it off and he informed me that their facility had been broken into, and 6 boats including ours had parts stolen- and he forgot to inform me! Upon contacting **** (***** I believe)-who filled the police report- said that some boats did but he didnt realize ours had and a police report had been filed for those that did. He informed me that **** was lying about the situation- at this point we dont know where it is and feel like it may have been stolen and sold from American marine itself. We were informed we need to file through our insurance which will cause our insurance to increase. As it I was in their care we do not think we should be responsible for the cost. The unprofessionalism that we received from ********************* and american marine through out this process has been unmeasurable, we feel that this is not an establishment that can be trusted and believe measures should be taken so this does not happen to others. We feel we were taken advantage of, and being far away (recently moved to id) made it hard for us. Thank you so much

  Business Response

  Date: 08/26/2022

  I did talk to this customer yesterday, I had explained that the boat's that were affected. Police reports were made, I then told her she should contact her insurance to file it with them as well, customer was under the impression that our insurance should cover this as it was in our possession, I did explain that their insurance would still be covering their boat and if their insurance company had questions to call us. I also explained that if they need any help with this situation please feel free to contact me. She was not happy with **** due to him giving invalid information that was not true, we had 2 boat's that were affected and police reports were made, later we did come across another unit that was also missing a locator however no video surveillance on that, we did have video of the first two and that as well was turned into the police department. On what **** is telling me they would not sign any paperwork, give up title etc... This is why the process was at a stand still.

• Initial Complaint

  Date:05/27/2022

  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 purchased a pontoon boat that was suppose to be rigged with a trolling motor and depth finder I supplied. *** arriving nothing was assembled so they slapped it together to get out. They failed to do all of the assembly and incorrectly wired the batteries. I had to call the manufacturer of the battery charger to get information on how to correct it after several failed attempts with their service department. I got no manuals for the outboard motor or battery charger. They also failed to give me the manufactures certification of origin for both the boat and trailer which I needed for registration in ********. After serval phone calls and three hours of waiting in DMV I finally got the paperwork faxed. Now I have a starting battery that does not take a charge I need information on replacement but two phone calls, email to salesman, and email to main office has done nothing.

  Business Response

  Date: 07/08/2022

  We have been working with ************************* and had his unit at our ************* we have replaced his battery charger under warranty no charge to him, we also found that he had a bad fuel fitting, we water tested to find failure and water testes to make sure finding fixed issue and that was also replaced under warranty no charge to him, we also re-positioned his heading senor for his trolling motor at no charge to him good will on our behalf. ************************* has picked up his unit as of 7-8-22 with all item addressed that he was having problems with