Bass Pro Outdoor World

I bought a pontoon boat last year in May. I bought extras to go on my boat so I had to carry it back to have it put on. I carried it back in June and had it done and also there was a bad seat in front of the boat which was under warranty they had to repair and they did but in the mean time when they was working on the seat it was removed and slammed up against the front rail and it was dented. I went to pick up my boat and no one never said anything about it until my wife saw it then it was we will order a new one it will take around 3 to 4 weeks we said ok. a month went by we called no front rail another month went by no front rail finally in October I called and ask about it was told by a lady it had been there 3 to 4 weeks and they was wondering who's boat it went on so I ask to speak to the manager. I ask about setting up a Saturday they could fix it and I could wait for it we did November 8TH me and my wife took it in and we was going to look around the store until the boat was ready about an hour later we got called to the boat repair and was told they couldn't finish the boat because it didn't have the decal on it and they would get it this coming week and we could come get it the next Saturday we said ok and was told to bring snap cover in when we come back. we went back the next Saturday to pick up the boat and let them put the snaps on and they had already put the snaps on the new rail (without the cover) the service manger told us it was ready to go told him I had the cover he said everything should be fine with it. got home put the cover on and there was missing snaps several about 1" or more off a mess. called back up there and was told by the service manager he would come out to my house and fix it this was in NOVEMBER 2014. Finally on February 27th they came picked up my boat to fix the snaps and see what was wrong with the radio got it back on March 10th and there was scratches / dents and the cover was looking bad. Made several calls since and nobody cares at BASS PRO.Product_Or_Service: 5/22/2014Desired SettlementI would like the cover to be replaced with a new one, a new front rail and door since it is more than likely warped and all the scratches fixed around the boat and some compensation for all the stress it has caused our family over the several months almost 10 months and it is still not fixed. Business Response Experience was primarily with previous leadership. Customer had no outstanding requests for work on file. Commitment from our current team made to address every concern.Snap cover was requested to be brought in advance of scheduled pick up time for installation, it was not.Team proceeded without cover based on customer's expectation to pick up his pontoon and the duration of labor required for installation.Accusatory statement unfounded: seat was "...slammed up against the front rail..." causing damage.Current staff became aware of Mr.[redacted] concerns on Feb 14th.Service Manager immediately called and made arrangements to pick up pontoon and transport back to dealership for assessment and repair. o Radio was confirmed to work properlyo Added snap as requestedo Provided tool to aid in using and attaching covero Stretched & relaxed cover to allow for easier use of snapso We delivered the pontoon back with no issues communicated. o Work completed, tool provided, round trip delivery provided at no cost to customer.Customer provided feedback that he cover doesn't meet his cosmetic expectationso We've custom ordered another cover without snaps installed to custom fit, at no costCustomer provided feedback that his front rail and door is "more than likely warped"o Assessment will be completedo Parts are not kept in inventory, they are fabricated upon request. Need [redacted].Bass Pro has remained engaged with the customer and will continue to do so. Our goal is to provide every customer with a high level of customer service. It is understood that this customer feels we feel short. We will continue our diligence to ensure resolve. Consumer Response Yes the seat WAS slammed against the front rail that is how BASS PRO SHOP DAMAGED OUR BRAND NEW BOAT. It was taken in for warranty work because that seat was stuck and they had to install our fish finder and grill we ordered. And now they are calling us liars. The snap cover was not requested to be brought in. When we carried it in after 5 months of waiting to get the front rail replaced we were told to bring the cover back in on the following Saturday and it would only take a few minutes to put the snaps on. When we got there with the cover [redacted], the service manager, told us they had already put the snaps on the new front rail and it should work just fine. Got home, put the cover on, and it was missing a snap and some of the snaps didn't even line up. Called [redacted] and he said he would personally come out to our house and fix it. He never did. Finally, after raising some stink, they came and got my boat after another 2 months, on February 27,2015, to fix it. They brought it home a week later still messed up. I showed the driver that brought it home all the things that were wrong and plus I called the new service manager and talked with him. It's now April 22,2015 and my boat is still not fixed. Parts were supposed to have been ordered on April 6th per [redacted] and it takes up to 4 weeks to get the parts. I bought my boat in May of 2014 and almost a year later a lot of the same problems are still not fixed or it was messed up again while trying to fix the same problem. We love our boat, it's just trying to get it fixed that is the problem.