Tracker Marine Retail, LLC

Initial Business Response / [redacted] (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***Paperwork has been forwarded to [redacted] this morning to start this process Initial Consumer Rebuttal / [redacted] (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 / [redacted] (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 / [redacted] (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***

We certainly can empathize with the [redacted] ’s and their frustration with the situation.? Unfortunately, the dealer cannot correct a concern based on a video.? The video can be used as a tool for the dealer to troubleshoot the possible reasons for a concern, but they need to be able to recreate the concern and test theories and solutions while the concern is in progress.? Since the dealer has already lake tested the boat and not found any cavitation and the boat ran at rpms, they scheduled the lake test with the consumer? This way, the [redacted] ’s can demonstrate exactly when the boat has the concerns and under what conditions these concerns are occurring? ? Our warranty department stands ready to help the dealership correct any warranty concerns with this boat.Tell us why here

We are in receipt of complaint # [redacted] from ***? [redacted] .? We have reviewed Mr [redacted] ’s concerns along with our warranty files and have found that Tracker Marine has offered to return the boat to the manufacturing facility for a Goodwill repair of the blistered hull.? We are currently awaiting the signed transportation authorization form in order to schedule transportation to our facility.Tell us why here

We are in receipt of Mr***’s review and an email that he has sent to our office regarding [redacted] .? Mr [redacted] also spoke with our Senior Customer Relations Specialist today.? While we can empathize with Mr***, his boat has no warranty.? We do not show Mr [redacted] as the warranty registered owner of this boat.? The warranty is transferrable within the first years after the original purchase date and neither Mr [redacted] nor any other previous owner contacted Tracker Marine to transfer the warranty.? As explained to Mr***, we have no way of knowing how any previous owners used or stored this boat or if proper maintenance was performed.? Tell us why here

Ms [redacted] has been in direct contact with both the corporate office for Bass Pro and Tracker Marine.? They are working with the dealership to address? all warrantable concerns under the terms of the warranty

(The consumer indicated he/she DID NOT accept the response from the business.) I do not trust the ability of Tracker to repair my boatThe boat sank after Tracker had my boat for repair for two months and cost me thousands of dollarsI have explained this to Tracker beforeThe hull itself was fillied with water for at least five hours the hull could be compromisedIf there is exposed wires the wire could be compromised The engine was taking on water and all my electronics inside the back were completely submergedAfter sitting for so long without attention many components could fail at a later date due to water or corrosionI have no fath in Tracker marine products or service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis business responded quickly and resolved this complaint? in a very professional manner Sincerely, [redacted] ***

01/25/2018: Mediator called [redacted] and left message.01/25/2018: [redacted] returned call and left message.02/08/2018: We cannot buy the boat backThere is possibly the option of a replacement however the boat has to come back to the factory for a factory repair before we can consider a replacementAccording to records the radio and horn have been replaced along with shocks for lidJust those repairs are not enough to buy the boat back.? I see the boat was purchased at [redacted] in Mississippi which is where the first claim/repair was madeClaim two and three were done at Bass Pro Shop in AlabamaHe can take it to any dealership for repair if he is unhappy with Bass Pro Shop in Alabama.? I will have the warranty department contact the dealership to find out moreTo see if the boat is still there and what is going on with itI will call you back next week02/21/2018: Mediator sent email to business requesting update.02/26/2018: Mediator called [redacted] and left message on her voice mail.03/02/2018: According to our warranty department and Mr [redacted] ’s boat dealership, all warranty concerns have been addressed.? If Mr [redacted] is still having a concern with the boat, we will offer to return the boat to the manufacturing facility for evaluation.03/02/018: We have to hire an outside contractor and they will not pick up directly from a consumer.? They would have to pick it up from a Tracker Marine dealershipI can’t make the offer indefinite, but I will offer it until after this summer’s boating season

Complaint: [redacted] I am rejecting this response because:All tracker is wanting to do is repair the current issues with the boat with no way of repairing the trust that I have lost in the boatI have owned this boat for less than months, have made one payment while it was in the shop, and have another due on the 31st of September while the boat is still in the shop! Tracker or it's authorized dealer have been in physical position longer than I have! It is my request that they either buy the boat back or give me a different boat of comparable price! Anything less is unacceptable by me!? Sincerely, [redacted]

From talking to [redacted] in [redacted] ***, they have referred? me to Tracker Marine LLC since Tracker Marine LLC , Springfield? Missouri phone number [redacted] ,? is the manufacturer of the boat, which is a Nitro Z [redacted] is the contact in Missouri to whom? I have been speaking, she has been getting information for the "Director" who can make a decision regarding this matter.? I have included attachments they may clarify the question

Initial Business Response / [redacted] (1000, 5, 2016/05/17) */ We have taken the opportunity to review Mr [redacted] 's concerns along with our warranty files As a gesture of goodwill, Tracker Marine will agree to Mr [redacted] 's request to repair [redacted] at our Lebanon, Missouri manufacturing facility There is some paperwork that will need to be signed by Mr [redacted] before he can transport his boat to the Lebanon facility Once we receive Mr [redacted] 's acceptance of our offer, the paperwork can be faxed or emailed to Mr [redacted] directly Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would accept the response from Tracker MarineLLC providing that after they weld the crack in the bottom of the boat that they complete applying high density spray foam to entire inside hull to prevent another tear of the hull and to provide a photo proving the foam is there Also provide transport of the boat from and back to my home in Kentucky to and from the Lebanon, Missouri manufacturing facility Also I feel that my overhaul of the boat trailer from single axle to double axle is not as good as the dual axle trailer now provided with that model boat My attempt to fix the trailer has it sitting too high off the ground which is difficult to launch I had to fix the trailer as the boat was over weigh for the single axle which they did not acknowledge or fix at the timeIt would be nice if they would make it right and replaced the trailer with the one they now provide for that model boat Final Business Response / [redacted] (4000, 12, 2016/06/02) */ Tracker's repair would be to re-weld the area of concern and re-foam as needed and within Coast Guard and manufacturing guidelines after the welding process However, according to the terms of our warranty statement, "In the event repair must be made at the purchasing dealer's location, a factory authorized repair center or at the TRACKER factory, transportation to and from the applicable repair center shall be at the owner's expense and not at the expense of TRACKER", therefore, Mr [redacted] is responsible for the transportation Even though Mr [redacted] voided his Trailstar Trailer warranty by modifying it, our manufacturing personnel will evaluate it while it is at the factory Final Consumer Response / [redacted] (4200, 14, 2016/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) My concern is the miles each direction from my home to your factory Such a trip would have to be made twice most likely to bring you the boat and to return to pick it up when you finish the repairs on the boat with the cracked hull due to no internal spray foam to support itA total of miles plus my valuable time I would consider such a trip if I knew for certain the trailer which came with the Tracker would be replaced with one as sold with that model boat now by Tracker I informed you of the problem of the single axle trailer not being adequate to accommodate the weight of the boat while it was in warranty which was before I modified it to a dual axle trailer You only aligned the tires which was not a fix I had to modify the trailer because I had to replace the tires each time I made a trip to the lake and back The modification left the trailer too high in the water for launching and loading the boat easily OR would you be interested in giving me the $17,payoff on my Tracker Boat and Trailer as is toward a new Nitro ZBass boat with a L OptiMax(r) Pro XS w/Torque Master motor and adequate trailer at fair price

Initial Business Response /* (1000, 5, 2016/06/08) */
Bennington, David 6/8/
I have researched Mr*** concern According to a letter that Mr*** sent our office and a copy of the bill of sale provided to us by his dealership, the last boat order was on April 1,
Unfortunately, this date did not fall within the perimeters of the gift card promo This is why a gift card was not automatically generated for this sale However, due to Mr*** ordering history with this boat, Tracker Marine will process a gift card request for him This process will take a couple of days and then the gift card will be shipped to him via FedEx
We believe that this will resolve MrBennington's concern and we therefore will consider this file closed with your office
Initial Consumer Rebuttal /* (2000, 7, 2016/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

(The consumer indicated he/she DID NOT accept the response from the business.)
When was the repair done? What repair was done years ago? What repair requires a hole to be drilled in the bottom of a boat in that location? If the "concern" or hole is a repair done by Tracker, even as a goodwill gesture, the failure of that "repair" is still Trackers responsibility.? I do not remember any repair done years ago to my boatWhere was this repair done? What Tracker location did this repair? Are there more holes in the hull that have been repaired in the past? How about some work orders with my signature for when this past repair was done? All I have ever done to my boat was fish out of itI do not abuse my boat it is the backbone of my tournament fishing career I can not afford to buy a new boat every couple of years before the boat falls apart due to regular useI have been accused of abuse before when my first z-fell apartThis is a lie used by Tracker to cover the failure of the work or product

Complaint: ***
I am rejecting this response because:
The boat is currently at *** *** ***, again, due to it leaving my husband stranded (just a few hours after the last *** *** ***' repair)They told me they "fixed" the electrical problem.On December 6, 2017, I spoke with *** (*** *** *** Service Manager), he stated the reason the boat left my husband stranded, that time, was the same cause the repair they just did. I asked what was the cause of the electrical problems and *** said that they ran numerous tests and have exhausted, "ALL THEIR RESOURCES, AT THEIR LEVEL," and cannot find the cause of the electrical problem. Since *** *** *** can not locate the electrical issue, I was informed, by ***, that Mercury will not authorize ANY repair. The previous time the boat was repaired at *** *** ***, I was told by a technician that the boat's problems are in the wiring harness, but, now, since *** *** *** can not pin point the "exact cause of the problem", Mercury will not authorize repairs. I was also told, previously, that if *** *** *** could not find the cause of the problem, a technician from Mercury's home office would come to assist in the diagnosing and repair of the problem Now, though, I am told that Mercury will not authorize a technician because *** *** *** troubleshot "the issue,"with Mercury, via the telephone. I am frustrated! I purchased a new boat that has had constant and continuing electrical problems. *** *** *** personnel have stated that they cannot ascertain the cause of the electrical problems, and that Mercury/Tracker Marine will not authorize the necessary repairs. And, the boat is STILL sitting at *** *** ***. I have been, and continue to be, without my boat for over days and have given *** *** *** numerous chances to repair the ongoing electrical issues. I would like Tracker Marine to replace my Nitro Zwith the exact same model and features
Sincerely,
*** ***

My insurance company would not cover the damage because it is man madeI could not hit anything to make such a holeAt what point did Tracker cut the hole and repair itI did not accept the goodwill repair statement I was not given the choiceI did try to contest the decision of the repair being classified as "GOODWILL" but Tracker would not change their decision and would not talk to meI am not concerned with the transom repair just the hole that sunk my boatAnd how Tracker will make things right

11/01/2017 [Left VM with *** that consumer glad to hear boat is repaired and has other issues he would like resolvedAlso, sent email to this effect.]11/03/2017 Wow, I thought this had been taken care of several months ago when we agreed to repair the boat. We had some issues with him over this boat at Bass Pro Shop where he used to work - due to his reaction to the boat sinking and what happened afterwards with our dealings with each other, he no longer worked thereThanks for discussing briefly his concerns and agreeing to email his list so I can take it up with management and we can think it over. As far as the warranty, does he want an extension of any current warranty he has? Well, the boat is from 2010, so let me look up if there is any warranty leftIf so, perhaps he'll be happy with that and not be looking for an extension. (mediator emailed *** list of matters consumer wants them to address).11/10/2017 [Mediator emailed *** receipts received from *** for amount he and co-angler had paid to participate in a fishing tournament but had to withdraw when boat sank]11/15/2017 [left a voice mail with *** that was wondering approximately when she thought the people at the business making decisions on this would have an answer to the Consumer's four requests for resolving].11/16/[email from business with response to consumer's requests to resolve] Mr***, I did not have these receipts. Thank you for providing them. I was waiting on them and for the last repair records to be entered into our system before I could respond. 1. Tracker Marine has no records of putting the hole in the boat. It was not manufactured with the hole, nor is it listed on any work-order. Therefore, we can only assume that it occurred during a non-warranty repair that we have no record of.2. I have attached copies of all the warranty and goodwill claims Tracker Marine has in our system. I do not have record for the engine as those would have gone through *** ***.3. We will not extend the warranty on the boat or trailer. *** *** holds the warranty on the engine and therefore Tracker Marine cannot extend it.4. We will reimburse Mr*** $1,and Mr*** $for their lost tournament fees. Once I receive the attached agreements from Mr*** and Mr***, I will submit the requests for reimbursement for the tournament fees to our accounting department. Thank you,*** ***11/20/2017 {sent email to business which listed consumer's position on the above 11/16/email proposal from business]11/28/2017 ***, I hope you had a nice Thanksgiving. Tracker’s replies to Mr*** are in purple on the attached document. Thank you, [Attachment with proposals and counter proposals between consumer and business in Library as "***Tracker business reply to consumer proposal"]11/29/2017 [left vm with *** that before taking up the offer mentioned in her email, I wanted to tone down: "no further warranty on boat due to his previous 'abuse and neglect' " and just tell him there is no warranty on the boat and repair was done as "goodwill" and see what he saysAlso, can I tell him if signs Release now and takes check for tournament fees refund now in lieu of how he wants to do this, if he gets boat back and feels a repair not done right, will they take a look at boat and decide if something was wrong with repair and fix.]12/01/[vm from business] This is ***I understand your concerns about mentioning in our reply that we believe many problems with the boat are due to abuse and neglect; I thought about that also but just wanted to be honestO.Kto modify the reply as you mentioned in your emailWe will give a one year warranty on the repair, so if he and the other person cash the checks to reimburse the lost tournament fees he will still have a one year warranty on these repairs.[business replied by email to my email on what her response should be to consumer's last proposal] ***, These answers are correct. Thank you for all your help. ***12/08/2017 ***, I apologize for my late response. I have been in meetings the last few days. I have spoken with the warranty management and our position remains the same and that was our final offer.Thanks for calling after reviewing my email and letting me know that Mr*** did not accept our final offer and that he plans to pick up the boat tomorrowYes, we'll see what happens down the road with this boatThank you

Initial Business Response /* (1000, 10, 2016/06/08) */
I have researched Mr***'s concern According to a letter that Mr*** sent our office and a copy of the bill of sale provided to us by his dealership, the last boat order was on April 1, Unfortunately, this date did not
fall within the perimeters of the gift card promo This is why a gift card was not automatically generated for this sale However, due to Mr***'s ordering history with this boat, Tracker Marine will process a gift card request for him This process will take a couple of days and then the gift card will be shipped to him via FedEx
We believe that this will resolve Mr***'s concern and we therefore will consider this file closed with your office
Initial Consumer Rebuttal /* (3000, 12, 2016/06/08) */
Dave ***
WVirginia Drive
Sebring, FL XXXXX
May 25,
RE: TRACKER PRO I95TXW
Dear RE: TRACKER PRO 195TXW:
This letter is to complain about service I recently received in my numerous attempts to
purchase a Tracker Pro 195TXW
I started this process on January 8th, with the Tracker Boat Center, XXXXX Palm
River Road in Tampa, FloridaI was motivated to purchase the boat in preparation for
the winter/spring bass fishing season in FloridaJust after I put down a deposit, the
salesperson called to tell me I would not get the $gift card that I assumed would
be part of the dealHe suggested I cancel the sale and wait for the offer to start again,
and then make the purchaseHe said it would only be a few weeks
I checked around and found a dealer much closer to where I live, Central Florida
Yamaha, U.SNorth in Lake Placid, Florida and on February 6th, I once again put
down a deposit for the same boat, after being told I would receive the $gift card
A short time later, my niece died and I had to return up north for the funeral so I canceled
the sale, being told that when I returned, I could make the purchase again and still receive
the gift cardThere were many issues involved in my niece's death and I was not able to
return to Florida until late March
On April 51, I once again met with the salesman at Central Florida Yamaha and once
again, was told if I purchased the boat, I would receive the $gift card if I put down
a depositI was also told by the sales that I would have my boat within weeks,
(although he confided in me that he was told it would arrive in weeks)I put down a
deposit and waited
As I stated earlier, my original goal was to buy the boat in January figuring I'd have it by
late January or early February for the winter/spring bass season in FloridaI also had
trips planned for Guntersville and Sturgeon Bay in the spring
RE: TRACKER PRO 195TXW
May 25,
Page
After a few weeks, I began calling or driving over to the dealership to see if my boat
arrivedAt the end of 3-weeks, I was told the boat was in still in Springfield, where it
apparently sat for the next couple of weeks, even though it was ready for shipment
Finally I called and spoke to Kim in customer service who actually checked to see what
the delay wasShe could not find out why the boat was delayed, but assured me she
would get the boat delivered to ASAP
The boat finally arrived yesterday
But my understanding is that I will not receive the $gift card because I didn't
receive the boat during the day period in which the gift card was offeredI am upset
because I should have received the boat weeks ago, and through no fault of my own,
delivery on the boat was held up in Springfield
Obviously I have missed the best bass fishing season of the year in Florida, as well as my
trip to Guntersville and Sturgeon Bay, and I am not at all happy or satisfied with the
delays in receiving my boatBut I am most upset about being cheated out of the $
gift card
I come in contact with many fishermen both here in Florida and in my home state of
IllinoisI will not be referring anyone to Tracker Boats
I expected a much higher level of service from your company, and I am quite
disappointed
Sincerely,
*** ***
Final Business Response /* (4000, 14, 2016/06/15) */
Mr***'s response was a copy of the letter Tracker Marine referenced in our last response Tracker Marine's position remains the same

(The consumer indicated he/she DID NOT accept the response from the business.)
I do not trust the ability of Tracker to repair my boatThe boat sank after Tracker had my boat for repair for two months and cost me thousands of dollarsI have explained this to Tracker beforeThe hull itself was fillied with water for at least five hours the hull could be compromisedIf there is exposed wires the wire could be compromised The engine was taking on water and all my electronics inside the back were completely submergedAfter sitting for so long without attention many components could fail at a later date due to water or corrosionI have no fath in Tracker marine products or service

We are in receipt of the complaint filed by Mr*** regarding his Nitro Zboat serial number *** The factory repair that was performed was performed under Goodwill and not warranty due to the abused condition of the boat The hole pictured in the attachment, was not part of the
goodwill factory repair and is not covered under the terms of the warranty White River Marine Group/Tracker Marine will no longer have any communication with Mr*** due to his abusive behavior

01/18/2018: Mediator emailed consumer for update and documentation.01/22/2018: Thank you for reaching outI have not been able to work out a resolution with trackerThey refuse to do anything except to continue fix the boat as I bring it inThe boat has not been water ready since the end of August and is currently back in the shop because the radio has a short that causes the battery to go deadEvery time I take the boat out I have to take it back to the shop to be worked on againIt cost me roughly $to take off work travel home and carry the boat to the shop because I work traveling construction and only go home on major holidaysMy resolution to the problem is simple the boat is a lemon and has been in the shop for more than days so by the lemon law they should have to buy it back but they won’t even discuss thisAt this point I can not afford to continue to pay for the boat and the repairs and will be forced to let the bank have it back or pay for something that does not work01/24/2018: This boat was purchased brand new and does have a written warrantyI have only used it three times for a total of hoursThere have been numerous problems with the boat including seal leaking, non start, radio issues, battery issues, speedometer not working, temp gauge not working, seat tears and warning horn going offThey have installed a new computer alsoThe boat has been in the shop since DecemberEach time I take it in it is there for 2-weeksWhen I have it serviced at Bass Pro Shops they act as if they are doing me favorWhen I try to discuss buy back with Tracker they say they can't discuss it and hang up on me. I have financed this through *** *** *** *** who financed it through a bank. I am paying for a boat that I cannot use and each time I have to take it in for repair cost me about $1,each wayI want them to buy this boat backI have researched the Federal Lemon Law for boats and have contacted an attorneyI am waiting to hear back from the attorneyI will attempt to give *** *** *** *** and the finance company a call to see if they can offer any assistance01/25/2018: I can send Revdex.com copy of contract and warranty information in about a week when I am back home where the documents are.02/08/2018: Mediator sent consumer email providing update.02/08/2018: Thank you for the updateI just got back to my travel trailer today and have looked for the contract and warranty paper work but was unable to find it hereI have asked my wife to look for the paper work at home and as soon as she finds it I will get a copy of it to youThe repair shop contacted me and said that they have the boat fixed and ready for pick up but I have not been able to get off work to go pick it up and have been unable to find someone to pick it up for me as of todayThank you for the hard work you have put into helping me resolve this situation02/26/2018: Emailed consumer and provided update.03/02/2018: I do have the boat back and they did do some work on itI have not yet taken the boat out due to cold weather and workI would like to know if the evaluation offer would be available the next time I take the boat out and would I have to take it to them or would they come and get it?03/02/2018: Update sent to consumer along with business contact information