ComplaintsforRiver Valley Power & Sport Inc

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Bennington Sport Rx pontoon from River Valley Marine and purchased a Vantage protective coating for the pontoons and an engine warranty. The business represented that the boat and the Vantage coating were durable, warrantied, and that service in the event of any problems would be timely and hassle-free. Possession of the boat was taken May 30, 2024. By June 26, 2024 the Vantage coating was reported to River Valley Marine as defective and peeling off the pontoons. As of August 16, 2024 no arrangements have been made to remedy the defect despite repeated efforts to pursue a remedy. The Minnesota boating season is very short, and this has left me with a defective boat for most of the boating season, and with only a few more weeks to go.The company misrepresented the quality of their products, the quality of the warranties, the quality of their customer service, the timeliness of communication, and their commitment to customer satisfaction. They have been all talk and no action.

  Business response

  09/03/2024

  The dealership has been in contact with the customer regarding the situation and is working thru a resolve.

  thank you,

  Customer response

  09/04/2024

   I am rejecting this response because:
  
  River Valley Marine's service department has not contacted me about the alignment of the seat cushions issue, or the parts and process required to use the on-board shower. I believe I am missing parts, and I definitely need training on the system as there is no documentation about the system included. They do not return phone calls or follow through on their stated course of actions in a reasonable timeframe. There is constant swirl of being handed back and forth between sales and service departments, and the various geographic locations. There is no point person and no coordination. These matters have been outstanding for months, which account for the entire boating season in *********.

  I did receive outreach on the damage to the pontoon coating from someone in the Red Wing sales department, which was my old point of contact from months ago. This did advance this process, but not resolve it. The contact was supposed to have been transitioned to their service department in **********. I don't know if it is incompetent processes and technology (or lack thereof) or a coordinated effort to be unresponsive to their customer, but the outcome is the same in that their customer is left without adequate support. This experience is vastly inferior to my experience with comparable dealerships in the area. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Breach of contract and failure to disclose damage, year make and model, and prices. I paid **** in down payment. Committed to giving me a 2023 Limited FX SVHO and trailer for ******.oo dollars plus tax and registration. They did not try to resolve the problem besides returning my down payment. Several instances of truthfulness. This started on fathers day June 19/ July 3/July 19 is when it came to ahead. Then today 8/1/2023 I learned the trailer that was supposed to be 2023 (NEW) trailer was in face a 2007 trailer. They lied the items I purchased and want them to honor the deal the ** agreed to. I purchased a 2014 jet ski FX SVHO and had a lot of problems that I was assured was fixed. They sold me a brand-new trailer. But got the title in the mail and it was not new but a 2007 trailer. Then after all the problems they agreed to sell me a brand-new limited FX SVHO and the (new) trailer originally purchased. I met with the General Manager and he stated he would sell me the new jet ski plus trailer for ****** dollars. I even wrote this down twice one for me and for him. Only extra fee would be tax and registration. That night I looked at the jet ski while it was left out and found it was damaged and never reported. I got a phone call from the financer and tried to push through the financing and changed the deal without telling me. They told me about the monthly payment over the phone and it was way higher then it should be. I confronted him and learned they add the trailer as extra another **** dollars. The excuse was ** normally doesn't sell items and did understand the process. So he knew the original deal and modified it without telling me. I spoke to the ** and he acknowledged that he did agree to that but after the fact realized he would lose money and can't do that. (More to this). But this is the basic side of it.

  Business response

  08/24/2023

  The pre-owned unit was purchased, delivered and used.  We allowed a full refunded of the purchase price after cosmetic repairs were deemed unsatisfactory.  It was misunderstood what the new unit would be purchased for (with / without trailer).  With that misunderstanding, we agreed to return the down payment in full.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought $165K boat. Put deposit down to secure boat at ************** in Dec 2022. Gave them more money down on Boat in April and set up closing for end of March. Closed on boat a few days before pick up which was scheduled for 2pm on Friday. I arrived at 430pm to pick up the boat which was not prepped or inspected at all, they said its fine to take it. Boat had garbage from 2 years ago in it, trash and debris from old flooring every wear in the boat. this was a brand new 2021 Centurion ** 245. Missing engine bay covers, hub caps on trailer, no hardware for Bimini Top, Sound system is loud static, missing coolers, Trailer missing Gator wrap in spots, Bimini Top has seem rip, Ignition where you put key in feels like its going to fall off, they never detailed, No Ceramic coating and transom wrap addition upcharge $1400 cost. And was throwing 5 different engine codes the first weekend out. They told me to drop boat off, As I am doing so one of there employees tells me how much he hates working on my type of boat. Dropped off Tuesday May 30th. No word after 7 days, I call to find out they never touched it. Manager ***** said he would call me in 24 hours, its been another week and a half, no word from him. 5 days ago they said ownership would call me, no word. They still have my boat I bought 3 weeks ago and every since I told them I want to return it 3 weeks ago based off how it was delivered they have been ignoring me. On there site they take pride in their Marine Industry Consumer Commitment Award which they missed every single point they promise for there customers. I have also heard from past employees they lie about applying ceramic coating and charge customers. Saying its fine because they still get the warranty protection. This would be insurance fraud on their part.

  Business response

  06/26/2023

  This is being worked thru in combination with our sales and service department.  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a jet ski in fall of 2021 from River Valley and it arrived in the spring of 2022. They held on to it for 3 weeks prior to calling me. It suffered substantial fiberglass damage in shipping and the dealer did send pictures of the damage. The day I went to pick it up I felt the damage was more than what the pictures showed and I tried to negotiate a lower price since my new machine was damaged. They gave me a free $200 dollar cover and offered to have it repaired. They told me that was all they were willing to offer and if i didn't like it I could reject it and they would sell it to the next person in line. I chose to make the purchase. November 12th of 2022 I returned the Jet Ski to the dealership for repairs. They said they would send it to a repair shop in *********** for repairs. I contacted River Valley late winter to see how repairs were coming and I didn't get much info. I've made multiple attempts since then to get info and I've been told they're not sure where my Jet Ski is at. I've texted and called my salesman who does not return my calls and he did send an unprofessional text message that I have saved. At this point I've contacted ****** Corporate on 5/24 and 5/26 and I haven't received any callbacks. I have no idea where my Jet Ski and trailer are and the dealer is not returning my calls. I have $22,000 invested in something I can't locate. Please contact me for more info!

  Business response

  06/12/2023

  The matter was discussed in detail between the customer and the general manager.  While the issue is still in progress, a repair agreement was discussed and is process. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought my boat from River Valley Marine on May3, 2019. The dealership required me to put down a non-refundable deposit to hold the boat for me, and later that day I drove to pick it up. When I got to the dealership I noticed some cosmetic issues on the boat. The dealership wrote up a contract stating that they would take my boat back to the dealership over that winter (after boating season) to give it a new paint job from the hull and up and replace the engine panels. When I got home from picking the boat up from the dealership I noticed the boat was making a loud noise. I realized that the bilge pump was stuck on and called the dealership. The guy at the dealership told me to flood my brand new boat (which hadn't even been put in water yet). During this time I found handfuls of foam and rivets down in the hull where debris should never be. I also discovered that my glove box doesn't open or close right, the windows don't align, and there is carpet missing from multiple corners on the boat. After boating season I dropped the boat back off at the dealership for them to fix the issues that were discussed the day that I bought the boat and when I received it back, the issues hadn't been fixed how they were suppose to be. I brought this concern up with the dealership again and they stated that they would take it again over the next winter to fix the issues. During the second boating season that I had it, the motor went out when I was on the river, causing me to run aground. I sent it back to the dealership over that winter for them to fix these issues. When I got it back the second time the repairs were still not done correctly and came back with additional scratches, dents, and tape marks where I can clearly see that they did not do a new paint job, as they originally stated they would do. Instead of doing a new paint job they used touch up paint, leaving the original stickers on (proof that they didn't do a new paint job). No other dealer is willing to help either.

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