Tracker Marine Retail, LLC

Initial Business Response /* (1000, 5, 2016/06/15) */
We have taken the opportunity to review Mr***'s concerns along with our warranty files and have spoken with the servicing dealership According to Mr***'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*** signed, states:
This limited warranty applies only to the portions of the boat manufactured by TRACKERThis 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***'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, I purchased a Tahoe 400TS from Bass Pro Shops of Savannah, GAThis Tahoe brand is manufactured by Tracker MarineThis 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 defectFurther, 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 boatThe 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*** 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***'s Tahoe boat as outlined in the Tahoe Fiberglass Limited Warranty statement, previously provided

10/20/2017 They still have my boat which is being repaired in Memphis, TennesseeThey have done some work but I still have plenty of issues (was the hole repaired, what other repairs did they do, what warranties are provided for the repairs, I need an entry fee refunded)O.K, I will email you a list of all that needs to be addressed by them. When you contact the home office in Springfield, tell them the person at their Memphis plant with the knowledge of this is *** ***. The transom is the part of the boat at the back that is reinforced where the motor sits. This hole is more toward the middle closer to where the driver sitsNo reason for there to be a hole cut there to fix the transomIt is obviously a hole made intentionally with a saw, etc, and not from running into a rock. I got the boat back and was in a tournamentThe first days, no problem, but the waters were smoother and nothing out of the ordinaryOn the sixth day I had to wait in some wavy waters for about hours before going out, and later, we had to go through some choppy and rough waters and that's when we started taking water through this hole. This boat was given to me in exchange for another I had bought from them which went bad under warrantyThey said something in their Revdex.com or other correspondence about this boat receiving a "goodwill" repair in the past and it might have pertained to this holeIf that happened, it was before I owned the boat and maybe they did not give me a new boat under the warranty on my old one like I thought.10/20/2017(email from consumer with list at bottom of email, bolded by me, of what he wants business to do)The bottom of the email is what I have settled for to resolve this
matterI was never asked by Tracker what would resolve this issue
Initially I thought a few million each for my passenger and I would be
right for endangering our lives
A fully rigged and new boat was my next thought, I could sell it and be
done with TrackerAnd paying a full season entry fees for my passenger
I am unwavering in the list I have setI have compromised enough
Thank you
Sent from my Kyocera DuraForce, an AT&T 4G LTE smartphone
---------- Forwarded message ----------
From: "***.***"
Date: Sep 21, 3:PM
Subject: RE: BOAT
To: *** ***
Cc:
> I have an email confirmation and a credit card statementIf a receipt is required I will ask *** for one
>
> Sent from my Kyocera DuraForce, an AT&T 4G LTE smartphone
> On Sep 21, 2:PM, *** *** wrote:
> >
> > *** I have submitted your request inDo you have a receipt for the tournament fee?> -----Original Message-----
> > From: *** [mailto:***.***@comcast.net]
> > Sent: Wednesday, September 20, 5:PM
> > To: Manager_Memphis_TN
> > Cc: *** ***
> > Subject: BOAT
> >
> > Before I pick up my boat to test itI have to ask a few
thingsHas a reason for the hole been found?, the why of this whole
thingCan a list of all the work done/parts replaced to the boat,engine
and trailer since I dropped the boat off be ready if I pick up the
boat? Can you get me a one year warranty on the boat and trailer? I do
not have any faith in TrackerI also want compensation for me and my
co-angler for the loss of our entry fee for the tournament that we were
not able to fish in because of my boat sinkingI am sorry I have to do
this by e-mail.(another email from consumer today):if Tracker wants to do the right thing I will put together a new boat
that they can build and outfitAnd get a list of the tournaments my
passenger is fishing next yearThis is the most realistic compensation I
can feel good aboutI will not feel safe in the repaired boat but I
will still use it and it might kill me but I am driven to excell in my
ambition to be a professional tournament anglerThanks again.10/27/(left a voice mail with consumer to clarify his second email and if he wants to present business with options; also, need $amounts for the tournaments)10/30/2017 [consumer left a VM that besides settling for option in bold in above email from Oct 20, he would as an alternate solution settle for having them build a new boat and paying what would amount to over $2,in upcoming tournament fees for him and a fishing buddyHe might be out of range of phone today as fishng againmediator sent email suggesting this new alternative may be asking for too much and could be counter productive].11/01/2017 O.K, I agree with you that my alternate proposal probably is asking for too much and could have an effect on their willingness to negotiateIn some ways, it's good I've gotten them to do this muchThe boat is repaired and ready for me to pickupTo consider this satisfactorily resolved, I would like the four things mentioned in my email to you and as you listed it in your email to me. They told me they have repaired the hull and replaced the parts soaked by waterI have also sent receipts to someone about the entry fee me and my fishing cohort lost ($for me and about $for him (we actually lost more than that, but, let's stick with just the entry fees)As far as mentioning the trailer, instead of loading my boat on a truck or flat bed deal, they used my trailer and *** ***, their employee in Memphis who knows the most about this, told me a tire on the trailer blew out and they might have kept driving it (which could mess up the bearings and lots of stuff), so I want to be sure it is not damagedI have heard that my boat was taken from Memphis to be looked at in Clinton, Mo, then to Nashville, then back to MemphisUnderstand you will discuss with them these four things I would like to see done in order for me to believe this has been satisfactorily resolved.11/05/2017 Something else came to mindI want to know if there are any more holes in my boat that they made then repaired. 11/16/Look at the replies from tracker in the first inquiry the Revdex.com did I can't find them on your websiteThey admit to putting the hole in my boat in a previous repairI have the case # but can't look up the replyI am not persuaded to agree to the proposalI'll need to read the whole thing tonightBut please find the earlier communications with the Revdex.comThis is one of the old emails I have from Revdex.com it has all the information to find the old repliesThese should clear up some lies that tracker is usingWhen you find these old replies could you please send them to me?Sent from my Kyocera DuraForce, an AT&T 4G LTE smartphone---------- Forwarded message ----------From: Revdex.com Date: Jun 5, 4:PM Can you bring these to trackers attentionAsk why they claim it was repaired early in the boats history and now claim they have no record of the repair. I need to know if my boat is water ready or safe to useIf I can get months to test the boat to make sure all is functioning well and Tracker to fix anything not functioning properly, the tournament entriesI'll sign their form.The boat has s lifetime warranty on the hull and structural componentsAll other warranties have expired.Sorry didn't read the rest of your email. To understand something about boats thing vibrate, shake and get banged around a lotI can't spend a week constantly running and using my boat and it's componentsGoing out or days a week is the most I'll be able to doIf not months what would they offer? Also all my records burned in our house fire about 1/years ago.11/17/2017 Hard for me to believe when this boat was provided to me to replace one I had that was under warranty, that they don't have any previous records on itI thought it was new when I got it, but, doesn't look like it from having that holeI agree that their correspondence with the Revdex.com before mediation is a little fuzzy as to what previous repairs were done and whether they involved the hole, but, I would like to ask them to look at this one more time even thought their reply says they have no repair records of that hole. O.K., I can do less that a month test after I pick it up to be sure it is "boat ready." Would like months use, and if all is fine, I'll sign the release and expect my tournament refund fees thenThere should be a lifetime warranty on the hull (stringer, skeleton - these are boat terms). Sounds good to send me your proposed reply to them for me toreview before sending to themI'll look it over and get back with you.[email reply after he reviewed my proposed response to them ] The one thing I would change is about the warrantyI know there is no warranty left on the boat besides the lifetime warranty on the hull/stringer systemI would like to know the lifetime warranty is still in effect. The rest is great Thank you again.12/01/{emailed to consumer final offer of business; his email reply:} I do not accept the proposal. If they don't want to explain the earlier comment about them putting the hole in my boat years agoAnd now the cancellation of the lifetime warranty. I think I'll have to take my boat as is and tell everyone about this experienceSocial media is very popular. Do inquiries like this lower the Revdex.com rating of a business?Thanks for callingI guess I'll just take my boat and spread the word as much as I can about how they handled this and that I could not get an answer about that hole in the boatYou can tell them that. O.K., maybe you're right it would not be wise for me to let them know I am going to smear their reputationWell, I know going to court or other remedies might not bring me as much money but they can keep that $tournament fee - I'm mad about that hole in the boat not being explained and not having any warranty except on these latest repairsAlright, it's Friday so as you suggest I'll think about this over the weekend and get back with you on Monday.12/05/2017 I've thought about this and don't want to sign that Release for just $as I never got an answer why there was an obvious man made hole in this boat which they told me was a new boat when I got it (replaced another boat that was under warranty) nor do I agree that there is no warranty left on the boatI did not abuse nor neglect it - it's adverstised to be a tournament boatI still might consider their offer if I were to be given months or so to test this boat before signing any ReleaseI understand their last proposal was mentioned to be their final offer and complaint will now be closed unless they surprisingly agree to clarifying what happened that there was a hole in the boat and giving me a month testing periodThanks for all you did.12/08/2017 So, they don't want to let me have the boat to test for months and are sticking to saying what they proposed in their last offer is their final offerWell, the heck with themI'll just go pick up that boat tomorrow and we will see what happens in the future with itThanks for trying.

***Document Attached***
This is a picture of the hole in my boatAlso Who is replying to these messages? (boat hole)

As a gesture of Goodwill, we are offering to replace this boat

Initial Business Response /* (1000, 5, 2016/09/16) */
We have taken the opportunity to review Mr*** 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*** 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 *** *** 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 *** 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 *** 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*** request for a gift card As previously stated, Mr*** 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 are in receipt of Mr***’s review and an email that he has sent to our office regarding ***. Mr*** 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*** as the
warranty registered owner of this boat. The warranty is transferrable within the first years after the original purchase date and neither Mr*** 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

An associate from the *** *** will contact *** ***

We are in receipt of complaint #*** from *** ***. We have reviewed Mr***’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 have taken the opportunity to review Mr***’s complaint and have contacted *** *** *** regarding the same. According to ***, they explained to Mr*** that the cancellation could be done, but since he had a lien holder, *** *** *** is
obligated to send the cancellation monies to said lien holder. Once *** received proof that the lien had been paid off last week, *** cancelled the extended warranty contract and requested a check from their accounting department. Checks are only issued on Tuesday mornings, therefore a check was issued this morning and mailed directly to Mr***. Tell us why here

Complaint: ***
I am rejecting this response because:
First off, *** 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 boatThey 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, *** 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 weeks since purchase date at end of July, three months ago, sure we will go out in degree weather on the boat and ride with you until "we can make this problem re-occur", as stated by the rude servicemanWhen 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 weeks We camp every week and missed out on weeks of using this boat, because we are making up that there is a problem?? So what I'm getting from *** and Suntracker is that I would have purchased a total of $28,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 downAnd one more thing, our BRAND NEW boat has sat OUTSIDE, UNCOVERED this entire time at ***. What a respectful dealership! Through rain, cold weather, hot weather and everything else. Had it been fixed weeks ago, it would be sitting COVERED in a pole barn. I'm so disgusted with *** and Suntracker
Sincerely,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for the response the matter is closed.
Sincerely,
*** ***

Mr*** boat is currently being repaired

We certainly can empathize with the ***’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 ***’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

Ms*** 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

Initial Business Response /* (1000, 9, 2016/10/18) */
We have reviewed Mr*** concerns along with our warranty files At this time, Tracker Marine has offered to return Mr*** boat *** to our manufacturing facility for evaluationAs a gesture of goodwill, the
transportation will be at Tracker Marine's expense and will be executed at no charge to Mr*** Tracker Marine stands ready to fulfill all warrantable obligations on the above mentioned boat
Initial Consumer Rebuttal /* (2000, 11, 2016/10/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** from tracker marine called me on 10/17/He stated to me that he would send a return request to *** Marine to have our boat prepared to ship back to the manufacturer for repairand prior to shipment to winterize the boat and install a shipping cover that Tracker Marine would supply*** Marine is to notify us to bring our boat to them for return shipmentTracker Marine will then pick up the boat and bring it back to the factory for any repairsI was to remove any and all personal equipment and Items prior to shipmentI asked him (***) when you do any repair including welding I expected the repair not to have any adverse cosmetic effect on our boat or hull integrity afterwardsSuch as( no chipped or pealing paint due to the repair or warping of the hull or deck) He assured me that will not be a problem, everything will be fine that is why the are returning our boat to the factory and they would need to weeks to test/repair and return it to *** Marine ALL AT NO COST TO MEHe (***) said the factory would need to work the boat in so as to not halt production of other boats is why the needed to weeksI told him they could have weeks if needed just so they did the repair right(and not do a rush job) *** stated he knew some of the people there and they will do a good jobI thanked him for his time and appreciated the call and will be waiting to hear from *** MarineI also told *** that I had read some horror stories about poor power coating and warped hulls and decks and chipped paint being shipped back to customers after repair work from their factory.(from the internet) *** said well you can't believe everything you read on the internetI told him that is also trueI thanked him again wished him a good day and we terminated the callIF WHAT *** TOLD ME TURNS OUT TO BE TRUE AND THEY FIX OUR BOAT LEAK WITH NO ADDITIONAL DAMAGE TO OUR BOAT AS A RESULT OF THE REPAIR AND SHIPPING I WILL BE COMPLETELY SATISFIEDHaving said that I also wish to thank the Revdex.com for all their help in resolving this issueSincerely *** ***

Initial Business Response /* (1000, 10, 2016/05/17) */
We have taken the opportunity to review Mr***'s concerns along with our warranty files While we can certainly empathize with Mr***, 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 BUJXXXXXGat no charge to Mr*** The logs will have to be ordered, manufactured and shipped to the dealership for installation Once we have Mr***'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 pontoonThe pontoons that are on it were new and thought to be durable when the pontoon was boughtNot long after,they started leaking from the original weldsI can not trust a set of pontoons from the sun tracker lineUnfortunately the pontoons are not the only issue with the boatThe motor/gas tank issue is still happeningI will be bringing to boat in again to have the issue checked againI have done hours of research and found that these issues are common in the sun tracker lineAs 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 meI 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 uponA total of $19,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***, 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***'s Tracker Marine dealership

The hole is the problemWhy 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 repairWhat 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 thisWhat abuse have I committed that Tracker will not contact meHow can Tracker prove I abused my boat? I have fished tournaments out of the boat for yearsOver twenty tournaments a year some timesThis is my second z-the first was falling apart from the inside out after two years and Tracker replaced the boatI was told by the dealership manager at the time that Tracker wanted to claim abuse after they inspected my first z-and he would not allow it because of the obvious failures in the boats construction

Initial Business Response /* (1000, 9, 2017/01/31) */
We have taken the opportunity to review Mr***'s concerns along with our warranty files While we can empathize with Mr***, we must respectfully decline his request for a refund While the boat was at our manufacturing facility the
following repairs were made:
Evaluation
Sealed stern eyes
Moved bilge hose to fitting
Water tested
Tested livewell, pumps, fitting and hoses
Sealed under gunnels
Lake tested for hours
Cleaned, electrical tested, inspected, and covered
17oz of water was drained
As stated to Mr*** by our Consumer Relations Specialist, the 17oz of water is not considered excessive in the boating industryHowever, as a gesture of goodwill, we will offer Mr*** a Bass Pro Gift card in the amount of $***

01/25/2018: Mediator called *** *** and left message.01/25/2018: *** *** 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 *** *** *** 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 *** and left message on her voice mail.03/02/2018: According to our warranty department and Mr***’s boat dealership, all warranty concerns have been addressed.? If Mr*** 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