Style Express II

Initial Business Response /* (1000, 5, 2015/05/07) */
We have reviewed Mr. [redacted]'s concerns along with our warranty file. According to our files, our Warranty Administrator offered to send Mr. [redacted] a new fuel cap or to allow him to bring his boat to our manufacturing facility for an...

evaluation. Mr. [redacted] declined both offers. As a gesture of goodwill, Tracker Marine is offering to transport Mr. [redacted]'s boat, at no cost to him, to our manufacturing facility for evaluation. If Mr. [redacted] agrees to this offer, please have him contact his local Tracker Marine dealership and have them contact our Warranty Administrators to make transportation arrangements.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept their offer. I was told that they would give me a gas cap or I could take it back to the Tracker Marine dealership [redacted] for it to be pressure tested. [redacted] told me that they pressure tested my tank the last time it was in the shop. Personally, I don't think it was done. If it is transported back to the warranty administrators, I feel like they will definitely try to resolve this problem. I will be contacting [redacted] shop this morning.

The concern was from a non-warranty repair that was done as a goodwill gesture many years ago. All failures that have ever occurred to this boat were directly attributed to abuse and misuse by the customer. We are exhausting our means of helping the customer. As a final gesture of Goodwill, we are repairing this one last time and will no longer participate in further repairs

Initial Business Response /* (1000, 5, 2016/03/24) */
We have reviewed Mr. [redacted] concerns along with our warranty files. While we can certainly empathize with Mr. [redacted], we must respectfully decline his request for a replacement boat or refund. As per the terms of our warranty statement,...

Tracker Marine has the right to cure. As a gesture of goodwill, Tracker Marine provided transportation of the boat to our manufacturing facility for repairs at no cost to Mr. [redacted]. Mr. [redacted] boat is currently at our manufacturing facility and the repairs have been completed, and a letter of explination of repairs has been mailed to Mr. [redacted]. Transportation back to the dealeship is currently being scheduled, once again at no cost to Mr. [redacted]. Since the repairs are complete, we will consider this case closed with your office at this time.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received the boat today (4.1.16) from the Tracker Marine Store in Memphis, TN. Upon inspecting the boat, all of the aluminum on the decking (forward, mid, aft) is still warped and un-level.
On the front and rear decks you can still see where the aluminum has bent around the sub-floor framing, just as it had before I sent the boat back to the factory for repairs due to manufacturer's defects.
There are "waves" in the front deck and middle flooring.
There are also many places in the front and rear deck that feel "soft" (were being depressed by mine and the Tracker employees hands while we were standing in the parking lot adjacent to the boat. Not even the full weight of a grown man standing on it like they were designed for)
In many places there are actually more chips in the special paint coating than there ever were before it was returned for repairs.
They got paint on my Fishfinder/GPS Transponder.
I spoke with the GM of the Tracker Marine center, as well as Glenn and the other Service tech on duty. (On a positive note, all three of these employees went above and beyond in this entire ordeal and were very nice). They all agreed that you could still see the areas were soft and wavy, they also told me that they would [redacted] another warranty work claim.
I also called [redacted] at the factory in Springfield (my customer service rep referenced in my complaint above)in front of the GM and left her a message indicating that I was not happy about with the repairs and requested her to call me at her earliest convenience (4:04pm CST 4.1.16).
Since I had plans to use the boat this weekend, the local Tracker Employees told me to take the boat for the weekend and use it. I was told by [redacted] on Wednesday that all of the repairs had been completed to return the boat to factory condition due to manufacturers defects ([redacted] on the warranty team told me they have had numerous complaints because the foam they used in the boats shrunk, and the aluminum was not thick enough, and they have had to replace the foam and re-brace the aluminum in a lot of boats).
I will return the boat Monday morning after I use it for the weekend and I expect to have the situation resolved before the end of next week. This warranty complaint was filed in October and you acknowledged that it was a major repair that would have to be performed at the factory. I gave you the boat February 1, 2016 and received it back on April 1, 2016. It is not my fault that your manufacturing defects have:
1. Forced me to use a boat that is possibly structurally unsound due to manufacturers defects
2. Forced me to use a boat that is now an eye sore to look at due to manufacturers defects
3. Forced me to make boat payments for 2 full months while the boat was being repaired (even though I can't tell that they did anything)due to manufacturers defects
4. Are forcing me to go through this process again, because either
a. They did not fix it at the factory and just sent it back to me after 2 months
b. It has already bent again and is structurally unsound, again due to factory defects
5. Are forcing me to use time and resources that I cannot bill them back for to resolve this matter when they should have given me a new boat to begin with. If this had happened in my Chevy truck, I guarantee that they
a. would have given me a new truck because of major structural defects
b. would not have sent me a truck with wavy and soft sheet metal on the outside of the body
c. would have given me a loaner vehicle if they did decide to send it back for repairs, due to factory defects
6. Are going to force me to go another extended period without my boat while you determine your next course of action. Based on recent experience, I am under the impression that I will go to the back of the line again, waiting for my boat to be repaired? Even though it was already supposed to have been fixed?
7. I will again be forced to make boat payments on a boat that will be in your possession, due to manufactures defects
8. Even if you repair it (actually repair it this time)I will be forced to use a boat with questionable structural integrity (you will have to cut it and re-weld, again if you ever did the first time)
9. Go another 2 months without my boat, bringing the total to 1/3 of the first year I have had a BRAND NEW BOAT it will be in the shop for warranty work due to manufacturers defects.
My original request is still out there, please either replace the boat with a brand new one (hopefully free from major structural manufacturers defects), or refund my money plus taxes, title, registration, and fees.
Final Consumer Response /* (4200, 16, 2016/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The flooring is warped causing extreme depreciation. (I took this boat to trade in on a boat that did not have structural issues, 3 different dealers offered less than half of trade in book value due to decking problems)I bought this boat brand new in May 2015. I purchased this boat from the largest boat manufacturer in the US thinking their customer service was not as bad as all of the reviews indicated on every website I looked at. Since my last communication, there are new places in the boat that have warped. Also now the exterior of the boat is warping around the motor brackets due to substandard materials being used in the manufacturing process. Also additional weld points are pushing through causing wrinkles in the boat that were not there when I purchased the boat. At this point, I want my money back plus tax, title, fees, and time. The next communication you receive if you rebut this again will be from my attorney.
Final Business Response /* (4000, 14, 2016/04/14) */
Once again, Tracker Marine can certainly empathize with Mr. [redacted], but our position remains the same. Tracker Marine's manufacturing facility has repaired Mr. [redacted]' boat according to our engeneering recommandations and it is structurally sound. We will once again consider this case closed with your office.

Initial Business Response /* (1000, 5, 2016/09/16) */
We have taken the opportunity to review Mr. [redacted] concerns along with our warranty files. Our position remains the same; water blistering is not covered under the terms of our warranty statement. However, Tracker Marine has offered evaluate...

Mr. [redacted] Tahoe boat concerns at our manufacturing facility. As a gesture of goodwill, Tracker Marine has also offered to provide the transportation to and from our manufacturing facility at no cost to Mr. [redacted]. Paperwork has been forwarded to [redacted] this morning to start this process.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have agreed with Tracker Marine on the terms listed above to repair my boat but When I spoke to them I also said I wanted to be compensated for the loss of use of this brand new boat I purchased from them.I paid [redacted] dollars for a boat slip this season and also a lot of money I paid for boat.I barely got to use this boat all season I do not live in a warm weather state Nj summers only last so long!Whem I spoke with Tracker I asked to at least send me a bass pro gift card for my troubles,I would accept one for [redacted] dollars I think that is more than fair considering the trouble I have been through with this companies defective product.
Final Consumer Response /* (4200, 18, 2016/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have hired an attorney and we will take it from there!
Final Business Response /* (4000, 15, 2016/09/29) */
Tracker Marine must respectfully decline Mr. [redacted] request for a gift card. As previously stated, Mr. [redacted] concerns are not covered under the terms of the warranty statement. Therefore, transporting the boat to and from the factory and the factory evaluation/repair are being performed by Tracker Marine outside of the warranty and as a gesture of goodwill at no charge to Mr. [redacted].

Complaint: [redacted]
 
I am rejecting this response because:
First off, [redacted] told us from the very beginning they could not find anything wrong with the boat and then the same problem happened two more times.  They then told us to take it to Rend Lake so they could figure it out since they could run it on the water.  So that is what we did. Rend Lake Marina found complications with the boat. They said that they could see where there was mis-fires on the boat when they hooked it up to the machine.  Rend Lake took it on the water and said the boat was NOT running at the correct RPM's.  Rend Lake said the prop was wrong and the it was mounted wrong.  Yet, [redacted] still says there is nothing wrong.  The THIRD time it broke down in the middle of the water on us, we took a video of EXACTLY what it was doing, however, the serviceman doesn't want to view the video!  That might prove that there is indeed a problem!  Now that the boat has sat for 8 weeks since purchase date at end of July, three months ago, sure we will go out in 30 degree weather on the boat and ride with you until "we can make this problem re-occur", as stated by the rude serviceman. When you can watch the video and see exactly what happens.. The video wasn't a minute or two, it was taken long enough to see the exact problem.  It was taken because they kept saying there was nothing wrong with the boat.  It was taken so they could watch the issue and fix it from the beginning so out NEW boat wouldn't sit for 8 weeks.  We camp every week and missed out on 8 weeks of using this boat, because we are making up that there is a problem?? So what I'm getting from [redacted] and Suntracker is that I would have purchased a total of $28,000 to have it sit in the shop and not be used?? I think I would have just rented a boat from Rend Lake if I didn't want to have my own! We have had people on the boat with us when these problems occurred, witnessing that the boat was BROKE DOWN on the water!! How embarrasing to own a BRAND NEW boat and be broke down. And one more thing, our BRAND NEW boat has sat OUTSIDE, UNCOVERED this entire time at [redacted]. What a respectful dealership!  Through rain, cold weather, hot weather and everything else.  Had it been fixed 8 weeks ago, it would be sitting COVERED in a pole barn.  I'm so disgusted with [redacted] and Suntracker.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2016/05/17) */
We have taken the opportunity to review Mr. [redacted]'s concerns along with our warranty files. While we can certainly empathize with Mr. [redacted], we must respectfully decline his request for a refund. However, under the terms of our...

warranty, Tracker Marine offers to replace the pontoon logs on BUJXXXXXG415 at no charge to Mr. [redacted]. The logs will have to be ordered, manufactured and shipped to the dealership for installation. Once we have Mr. [redacted]'s acceptance of this offer, we will get the order process started.
Initial Consumer Rebuttal /* (3000, 12, 2016/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have to respectfully decline your offer to replace the pontoon logs on my pontoon. The pontoons that are on it were new and thought to be durable when the pontoon was bought. Not long after,they started leaking from the original welds. I can not trust a set of pontoons from the sun tracker line. Unfortunately the pontoons are not the only issue with the boat. The motor/gas tank issue is still happening. I will be bringing to boat in again to have the issue checked again. I have done hours of research and found that these issues are common in the sun tracker line. As I stated before this boat is felt to be unsafe by not only by me but by multiple people who have been on it with me. I understand that the boat is now considered used not new so a full refund for the boat may not be something that would be agreed upon. A total of $19,233 would cover the three months it was in the shop do to manufacturing defect and charges left to the boat.
Final Business Response /* (4000, 18, 2016/05/31) */
Once again, while Tracker Marine can empathize with Mr. [redacted], our position remains the same. Per the terms of our warranty, Tracker Marine has the right to cure and is offering to send replacement pontoon logs to Mr. [redacted]'s Tracker Marine dealership.

[redacted]Document Attached[redacted]
This is a picture of the hole in my boat. Also Who is replying to these messages? (boat hole)

Initial Business Response /* (1000, 5, 2016/06/15) */
We have taken the opportunity to review Mr. [redacted]'s concerns along with our warranty files and have spoken with the servicing dealership. According to Mr. [redacted]'s complaint and after speaking with his servicing dealership, it has been...

determined that his concerns are with his Mercury engine.
According to the Tahoe Fiberglass Limited Warranty statement, a copy of which I have attached for your records, that Mr. [redacted] signed, states:
This limited warranty applies only to the portions of the boat manufactured by TRACKER. This limited warranty does not cover:
A) Equipment and accessories manufactured by some other firms which carry their own individual warranties.
B) Engines, outdrives, propellers and controls.

Mercury Marine holds the warranty on their products and it is our understanding that Mr. [redacted]'s servicing dealership has contacted Mercury Marine regarding his concerns.
Initial Consumer Rebuttal /* (3000, 8, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On April 18th, 2015 I purchased a 2016 Tahoe 400TS from Bass Pro Shops of Savannah, GA. This Tahoe brand is manufactured by Tracker Marine. This boat has proven beyond any doubt a lemon, beyond an warranties for repairs.
Mercury Marine has made one final attempt to replace multiple items (Complete Engine, Complete Wiring Harness, and One additional switch). These items are out of customer service and NO diagnostics to believe it will fix my concerns.
After these repairs are complete and there is anymore trouble from this TRACKER MARINE manufactured boat, I will be seeking legal assistance in forms of local and federal lemon laws.
Final Consumer Response /* (2000, 12, 2016/06/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Under the Magnuson-Moss Warranty Act, the warranty should allow for adequate repairs in at least two, and possibly three, attempts to correct a particular defect. Further, the Magnuson-Moss Warranty Act's reasonableness requirement applies to your boat as a whole rather than to each individual defect that arises.
It does not matter if your defects related to the hull, equipment, or another part of the boat. The Magnuson-Moss Act covers the whole boat.
Final Business Response /* (4000, 10, 2016/06/22) */
As previously stated, Mercury Marine holds the warranty on the Mercury engine. According to Mr. [redacted] and his servicing dealership, Mercury Marine has agreed to replace his engine due to his concerns. We have no record of any warrantable concerns with the Tahoe boat and no warranty claims have been filed for the Tahoe boat. However, as a gesture of goodwill, Tracker Marine will replace the wiring harness that runs from the Tahoe boat to the Mercury engine.
Tracker Marine stands ready to fulfill all warranty obligations on Mr. [redacted]'s Tahoe boat as outlined in the Tahoe Fiberglass Limited Warranty statement, previously provided.

The hole is the problem. Why is it there? Did Tracker cut the hole? How is it possible for the hole to give way only after Tracker had my boat for two months for repair. What abuse to the boat am I being blamed for? And how does it lead to a cut hole in my hull? Why did Tracker put my, at the time,my Human Resourse manager and Genral Manager in charge of dealing with me? As a customer they have no point in this. What abuse have I committed that Tracker will not contact me. How can Tracker prove I abused my boat? I have fished tournaments out of the boat for 7 years. Over twenty tournaments a year some times. This is my second z-9 the first was falling apart from the inside out after two years and Tracker replaced the boat. I was told by the dealership manager at the time that Tracker wanted to claim abuse after they inspected my first z-9 and he would not allow it because of the obvious failures in the boats construction.

Mr. [redacted] boat is currently being repaired.