Premier Marine

Initial Business Response / [redacted] (1000, 12, 2016/01/29) */ [redacted] See Attached [redacted] Hello [redacted] , We received your letter dated 1/22/regarding the complaint from [redacted] , case id # [redacted] This customer reported several issues including receiving a cooler lid that was ordered on-line that was not the correct lid for her boatShe also reported that two wine glasses were on this same order and that she never received themThis customer also tried several times to reach someone in our customer service group and did not get a response back Unfortunately we have had a lot of recent staffing changes in this department and did not reply in the manner we should have Please be assured that we have since reimbursed the customer the full amount of their orderA credit of $was processed on 1/8/2016, this check was mailed the same day the memo was issuedI have attached a copy of the credit memo for this transaction for your reference It may also be important to know that we did also send the missing stemware (glasses instead of the ordered) on 12/- the UPS tracking number is [redacted] and this was delivered and signed for by HOMEWOOD on 1/4/We did not charge for these items

We have since been in contact with [redacted] and arranged repairs to the performance sheeting at a Premier authorized dealer that is willing to do the warranty repairs and work as neededThe boat has been delivered to Causeway Marine and will be completed and returned to the consumer when completeThe request to bring it to the factory was not the dispute but rather the transportation costs as they are not covered under our warranty and the consumer did not want to pay for the transportationThe original dealership from where [redacted] purchase the boat did not feel equipped to do the work necessary for the repair without patterns as the performance sheeting needs to be done customPremier agreed to cover delivery cost back to the consumer at good willOur President did respond to this original message prior to receiving today, we are looking into this to find out when

Attached is the response being sent to [redacted] today.? We are unable to provide information without a specific serial number.We have also included the detailed warranty document for your refrerence? ? [redacted] Consumer response ***? Premier's response that it could not determine warranty liability without the serial number is absolute nonsense.? They signed for a certified mail letter back in that had all the pertinent information.? The boat in question was being serviced at their designated dealer at the Lake of the Ozarks, and one would assume that before denying coverage to the dealer, they would have asked what boat they were talking about.? Their further response that they sent a copy of the warranty booklet is also not factual.? Not received, nor do we need one.? Already have the original that was supplied when we purchased the new boat from the dealer.? It is what is supposedly covered, that they are denying without ANY reason whatsoever, that has finally brought us to this point.? Additionally, they have chosen to "lawyer up" in their continued effort to not abide by THEIR published warranty.? Do not do business with them, there are other Premier owner's here on our lake that are experiencing problems as well.?

? I am rejecting this response because:? I’m not sure where to startIn typical Premier fashion they did not address all my concerns, and put the blame on meAll you have to do is read the complaints here on the Revdex.com or their Google reviewsEvery single complaint is about not honoring their warrantyThis is no coincidencePremier keeps saying its neglectMy original dealer said Premier makes boats for fresh waterThey bit off more than they can chew with expanding to the salt water marketThis seems reasonable based on what I am seeingThat combined with the fact that they are in financial distress, would explain why they will not fix anythingAnother person said right here on the Revdex.com site that they were goin out of businessPremier responded outraged and threated a liable lawsuitTurns out it's trueSo they lied again like they always doSee for yourself.? https://www.tradeonlytoday.com/industry-news/premier-marine-files-for-bankruptcy...⇄ I challenge them to show me how this was neglectThe sun and salt does cause damage, and at some point no manufacture can guarantee something foreverI paid 75K for this boat and it is showing signs of decay in less than two yearsIt’s so easy for them to say its neglectThere are also things that can’t possibly be neglectLike a bad Beacon system that has never worked, missing parts, damage while at Premier, missing battery, loose side panels, replacing high quality chairs with cheaper ones and claiming it’s comparable, bad repairs, missing and loose screws, not using a marine grade stainless steel or cheap metal, saying they fixed something when it was never touched.? As stated before almost immediately I was having problems with my boatAfter over a year of trying to get Premier to send parts, Central Marine, where I purchased the boat, told me that they could not do any more warranty work because they severed ties with Premier for nonpaymentThey advised me to call Premier and gave me Lori [redacted] , the president of Premier, contact infoLori agreed to ship my boat back to MN for repairsmonths passed and they kept telling me they did not have a truck coming to my area and were not sure when they wouldI have many emails going back and forth of empty promisesThey also could not guarantee when my boat would come backI told Lori that this is not reasonableI asked if they would just find another local shop to do the workThey made me look for oneOf course when I called these places they were confused why I was callingI had no authority to make arrangements without PremierLong story short, Premier was too difficult to work with and all the shops that I found ended up refusing to work with Premier After years of getting nowhere, I was forced to hire an attorneyThere are so many more details but, there is not enough room hereI will add more to my attachmentIf you read all of Premiers responses to people, they are always claiming good will.? To claim that I neglected the boat is preposterousI have been boating for yearsYes cheap stainless and other metals rust in salty conditions no matter how much polish you put on itQuality stainless does notFor some reason a quality stainless steel was used on the front cleatsThey look brand newAs most of the boat does How is that possible if I have neglected my boat? I rinse with warm water and a salt dissolving solution after every single useNo exceptionsI know every square inch of my boatThere in not one anode installed, as Premier claims, except on the engine which Yamaha installedIt would make no sense to hide them or how else would you know when to change themSo I don’t know what they are referring tooAfter hearing this, I am concerned that I may be missing some anodesThey claim I defaulted on my delivery planThey gave me a date about two weeks outI told them I would get back to themMy boat is at my beach home two hours away, so it’s hard to get there during the weekPremier did not make it seem that there was an urgency to get the boat backI was out of townTwo weeks later they call my attorney and tell him my boat is being delved the next dayNo confirmation with myself or my attorneyThis is how they do business.? I scrabbled to get Maximo marina in StPete to take itThe boat arrived first thing in the a.mMaximo said they were backed up but, should have it in by 3pmThey were doing me a favorThe Premier driver said no problemPremier calls back and tells the driver if the boat is not in the water by noon to leave and send the boat back to FtMyersWhich is exactly what happenedI found out the next day from Snook Bright in FtMyers that the driver did not leave StPete until late the next daySo late that they almost could not accept the boatSo there was no reason why they could not wait until three o’clockPremier did this out of pure spiteThey say they sell only via their dealerI don’t have oneThe next closest is hours and around round trip to get it thereThis is not reasonableLike I have stated I have emails from various companies that do not know each other, all claiming that Premier will not cooperate and is stallingIs this some conspiracy? I doubt itThey also mentioned that some repairs were unusual? I see no mention of salt water effects in the warranty but, I may have missed itThey also mention neglect as a nice way to get out of fixing anythingIf two days a week in the sun is enough to ruin my seats then they have an inferior productI can’t even fix some things myselfCertain parts like the Beacon system is made only for Premier by a third partyI called them and they told me they could not give me replacement parts even if I wanted to pay out of my own pocket without Premiers consentAre you kidding me.? One thing for certain, I have many emails dating back to with Central Marine, Thunder Marine, Snook Bright Marina, myself, my attorney, and Premier and their attorney showing their lack of effort and empty promisesBoth my and Premiers attorney came to an agreement in writing to fix my boatThey did notThey might want to consult with their attorney againThis is not a warranty issue anymoreIt’s a breach of contractIf Premier does not honor my requests I will reluctantly have to file a lawsuitThis will prove costly for both partiesI will not go away like many other frustrated people haveI would like my boat fixed properly, locally, and without excusesI am asking for a refund of to cover the cost of shipping and hauling the boat, since they did not fix everything as promisedI would like all repairs done correctly and not “patched up”I also need this done locally unless they want to ship the boat back to MN at their expenseIf so this must be done in a timely mannerI just want this to be over and get on with my lifePlease refer to the attachment for a more detailed account of the repairs or lack thereofI have many more pictures, videos, and emails but, I'm only allowed attachmentsPlease make sure to read the one that has emails from different companies all having difficulties with PremierI have hundreds more

A few things, First to address any warranty requests the Pontoon must be warranty registered at the time of purchaseI do not see this name as a registered owner of the pontoonThe consumer will need to provide a copy of the original bill of saleSecond, without a boat serial number I cannot speak to any inquiries made by a Premier dealershipThe registration will help identify if this issue is covered under warranty in the first placeI have not had any correspondence with Mr [redacted] and will check aroundPremier Marine filed for chapter bankrupcy on 06-19-The courts will only allow premier to pay warranty to current Premier dealerships towards new pontoon ordersSun Sport Marine Inc? is indeed a current dealerIf the dealer ( we work exclusively with our dealers only) provides us the proper information needed to review the request I would be glad to review this claimIf Sun Sport Marine does not want to work, he may go to any current Premier dealership or bring it to the factory for reviewUnder our warranty we do not cover rigging or de-rigging and we do not cover transportation as this is the responsibility of the retail consumer per our owner’s manualPremier Marine will not consider warranty consideration without having all information needed to assess the issueThere is no claim in our dealer network system denied or otherwise under this nameI have a call into Mike [redacted] at the dealership to find out more? I was able to connect with a few people, Here and Mike [redacted] I am told this pontoon was purchased used and Mr [redacted] is at minimum the second owner of this pontoonThere is no longer warranty coverage on the said pontoon if he is the second ownerI do have the pontoon serial number and the pontoon was original registered under a different ownerIf Mr [redacted] would like to have a Premier dealership do the work on his pontoon at their standard rates he can find the nearest dealer at www.pontoons.comThanks for your time.? Heather [redacted] / Dealer Services Supervisor [redacted] Premier Marine, Inc Office: ###-###-#### / Fax: ###-###-#### [redacted] Wyoming, MN http://www.pontoon.com

04/10/ [redacted] ID# [redacted] Boat [redacted] ? This message is in regard to a complaint for ID [redacted] ? The boat [redacted] picked up by All about boats in Osage Beach, MO 08/05/2014.? The registered purchase date by Mr [redacted] is 04/23/ ? The All about boats dealership requested warranty for gauge and harnessPremier Marine approved and paid hours of labor and parts under warranty for repairsOn 12/17/Premier paid approxhours labor and parts under warranty for adjustmentsPremier also paid for Mr [redacted] motor to be winterized (not covered under our warranty and was done as a good will gesture).? A claim has been started by the dealership 03/29/for furniture, one piece has a small tear on corner and one piece has a tear constant with Damage/wear and tear rather than failure (not on a seam or corner) both have been entered for replacement as opposed to repair, one as no charge warranty and one out of good willWe are waiting to receive these from our furniture vendor and we are currently experiencing delaysBoth pieces of furniture were ordered on 12/20/Both are usable until new comes inWe also sent new bimini canvas for the boat for a tear at no charge good will 07/19/As stated in our warranty, the transportation, rigging, derigging, lost time, lodging due to warranty is at the expense of the consumerThe consumer has a complaint about lost time, which is not covered under Premiers warrantyMy understanding is there have been frustrations about lost time and distance between dealer and consumers boat which has also been the cause for time delays as the consumer lives in a different state than the dealership the boat was purchased ? Heather [redacted]

Premier Marine as gone above warranty and have done everything and more under our standard warrantyIt clearly states under our warranty corrosion and rust are not covered under warranty but we did out of good will for this customer repeatedlyMetal is not "salt water proof" and requires more than usual regular maintenance.(regular spray down with non saltwaterThe salt water package (use of anodes and different metal on tubes) is to protect and help resist corrosion but requires regular maintenance by the ownerThis boat arrived at our factory neglected and abusedI will attach photos as wellWe delivered his boat to the agreement between our attorneys until this consumer defaulted on the delivery planI will attach photos and documentation of some of the work performedWe also replaced All of the canvas in a lighter color for the consumer as his was severely damaged by the sun and improper care and maintenanceI am not aware of any "new warranty" claims since we have had the pontoon here at the factoryThis is the first I have heard of missing batteries Please let me know if more photos are neededBecause Premier sells through their dealers, warranty generally goes though the dealer

Respectfully, Our Dealerships are not FranchisesWe can certainly express the frustrations of the consumer to the Dealership but we cannot control the Dealerships actionsMost of the parts ordered for Premier Marine are manufactured here at our facility or from a vendor (this can be very timely) Almost all of our parts on our pontoons are custom madeWe can only process claims from the dealerships as they are submitted by the DealershipWe have no control as to when the Dealership requests a claimAny non-approved repairs/modifications varying from the Manufacturer standard will be deniedIf the dealership did these things incorrectly The consumer will need to work with the dealership to have them repairedAs for the helm that might crack again, Elements and climate can make a difference in the outcome of this and only time can tell if it "Might" be an issue againAs for the flooring, We use only Marine grade plywood as it is designed to withstand water and the elementsPremier Marine directs retail consumers to contact the Dealership they purchased the Pontoon fromThis would be consistent of the analogy the consumer used "if you were to need work on your car you wouldn't call the factory but rather your Dealership." Premier has assisted with some good will gestures in fact that were good will not WarrantyPlease let us know if additional information is needed

As of 07/17/all of the parts required have been delivered to the dealership and work is being performed on the customers pontoonWe have no control over backorders from vendors and do the best we can to fill the orders expedientlyI have been in contact with the consumer as his Bimini top was repaired and he was able to use the pontoon last weekend and the lights are scheduled to be installed