Complaints

• Initial Complaint

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went in to look at a boat. Ended up deciding to purchase one based on a custom order that they said they could provide for me. They asked me to put $**** down to run financing for preapproval and I was accepted. Two months later I got laid off And was put on the Ei . I called Westshore Marine and asked them to return my ******** ****** deposit because it would not qualify for the financing when it comes time to apply for the boat because I was unemployed. They told me that the ******** dollars that I gave down was for a deposit so that they could run the financing and if I didn’t get approved on financing that I would get my ******** dollars back. When I called them to get my ******** dollars back they told me that that ******** dollars was for a custom order. They never gave me any documents even though I requested them they said they would email them to me and they still haven’t. Including the copy that I signed. * ** **** * ***** ********* ** * *** **** **. But based on that a custom order requires at least five to $**** down. And I was told that the ******** dollars was based on financing not the custom order. It’s been five months. I’ve been waiting for my money and they won’t take my calls and they won’t call me. They did communicate and say they would rectify the situation and it’s been four months since they did that. I called them back in January letting them know that I was unemployed, and that I wouldn’t be able to receive the order and come in for final financing.

  Business response

  20/08/2024

  Hi Anthony,

  The $***** initial payment you made was specifically to order the boat custom to you and with the options that you requested. Without this initial payment, the boat would never have been ordered and both of us would be in better position today. It was clearly communicated at the time that we wouldnt spend our money unless you comitted and provided a non refundable initial payment to get the boat ordered. You agreed and provided the payment that was used to secure your custom order.

  We understand that your circumstances have changed, but unfortunately, we cannot control these factors. While we sympathize with your situation, we’re also left responsible for costs far exceeding your initial payment which we would of never had to incur without you committing to the purchase of your custom boat. When you are back on your feet and looking at picking up a new boat we will work with

  Customer response

  21/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  The sales person and financial lady said our ****$ down was to put through pre- approval for financing. There was never any discussion of it being a down payment for a custom order. ** ******** ** ***** ***** **** ***** **** **** ***** *** * ******* ****** ********** ** * ******* ***** 
  They never gave me any documents to support this ! The only document I have is a picture of the signed copy of me and my wife.  I asked for one and didn’t get it! This document also needed to be signed by management In ordered to be valid and excepted according to its contents of the contract. Also a month later the sales representative Clancy called me and said he couldn’t get the trailer I wanted with my custom order and that I would have to pay an extra ****$ to have this done locally. I told him that’s not what we agreed to and to not place the Order and to return my down payment do to breach of the price on the incomplete contract that I didn’t have a signed copy of the completed contract. **** *** ****** ** ***** *** exact opposite of the contract and circumstances that were discussed.

  They really word it well. There still is nothing that they physically gave us even after we left. We requested weeks later and they still wouldn’t send it. 
  So if I told the sales person at the time he called me about the trailer! Means he hadn’t ordered it. * * ******** *** *** * ***** ******* * **** ****** **** ******** 
  ** *** ******* * **** ** *** ******* * **** ****** ******* ** *** **** **** ** ** ****

  Anthony *******

  *** *** ******** *** *** ** *** **** *** ** *** ** *** ** ******** **** ****** *** ****** *** ****

  
  
  ********** ******* *****

  Business response

  29/08/2024

  Hi Anthony,

  ****** *** ********* ***** **** ******** ***** *** ******** ** ***** ***** **** ***** **** **** ***** *** * ******* ****** ***** ***** ** *** **** ***** ** **** **** ****** ** ***** ***** **** ***** **** * ********** ******* ******* ** * ****** **** ***** *** ******** When we are special ordering boats with customers in the showroom we are very clear. However, misunderstandings do happen and as a one time goodwill gesture we are willing to offer $**** off another new similar boat if you purchase before December 2025. We feel this is a fair compromise and allows you plenty of time to get back on your feet. 

   

  This will be our last response to this case. Thank you.

  Talk soon,

  Brodie **** ********* ****** ****** ** *** ********* *****

• Initial Complaint

  24/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a snowmobile from West shore Marine. Advertise on their website claiming 1493 km . Was told by sale unit was gone thru. Sales told me when I arrived service had been done, carbs cleaned. They had unit running when I pulled up with my trailer. I loaded it and brought home. It took several days and two trips to local dealer for parts to get it running long enough to get off the trailer. Once display warmed up enough to toggle from trip to odometer I discovered it had 2403 kms almost doubled the advertised amount. Headlight assembly is broken and held in by 1 of three screws. Dealer has refused to correct this, or reimburse me for parts to repair. Warning others don't buy from this dealership.

  Business response

  24/01/2024

  Hi, 

  Thanks for reaching out. As mentioned already to Brian all of our vehicles are listed in Miles as that is how they come from the factory. If you change the programming in the computer/gauge you of course will make the mileage show higher as the conversion of a mile is 1.6KM so the math seems correct. 1493 miles is 2388 KM if converted and he changed it/manipulated it in the gauge/cluster. ******** ** * ***** ** our bill of sale showing the accurate odometer reading and a photo of our advertisement showing the listing in Miles. The snowmobile is 15 years old and some wear and tear is expected which is why we post our inventory with extensive amounts of photos usually 50+ on our website.

  ******** ************ ** * ***** ** *** **** ** **** **** ******* ******** ********

  ******** ************* ** * ***** ** *** ******* ** ******

  ******** ************* ** * ***** ** ***** *********** ****** ****** ** ***** ** *** *******. You can visit our website and verify everything is listed in miles. This is kept in miles because of where our products are manufactured and come standard on the gauges. Some products cannot be switched to KM/H so to keep consistency avoid confusion like this.

  Brian also picked the snowmobile up in person and if it didn't meet expectations he should of addressed them at the time and left it for us to correct the issues he had.

  Our advertising practices are accurate and consistent. I would understand his concerns if it had no photos, or information on the listing and he purchased it sight unseen and we delivered it to his door without a chance for him to inspect it in person. We appreciate his feedback and will use it to help us grow and improve as a business.

  Customer response

  24/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: 

  The paperwork clearly states KM not miles. They assured me it was gone thru before purchase. I paid a premium price for it. ******* *** **** **** **** ** **** **** ** ********** ** ********* 
  
  Sincerely,
  
  Brian ******

  Business response

  24/01/2024

  All our advertisements and photos are clear that it was listed in miles. Thank you for your reply but we stand by our last response. This will be the last response/rebuttal we make ** **** ***** ******** **** *** **** *** **** *** ****** ** *** *** ***** ************* ** ******** **** ** ******* ** **** ********* ** *** ********* ** *****

• Initial Complaint

  04/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 22/22 I purchased a used boat from Westshore Marine. Prior to making the purchase i was communicating with the salesman John ******* regarding items for the trolling motor that I did not see in the pictures, he assured me everything was with the boat. So I made the 1300km drive to the dealership and was there April 22nd. The boat was brought out for me to inspect and sure enough the items that I was questioning was not there. We came to the agreement that they would get them for me. The foot peddle, remote control and charging cable were missing which basically makes that trolling motor unusable. When I went in to sign the bill of sale I had Chantal put on the bill of sale including the 3 items I was missing and emailed her the pictures with the proper product codes. They ended up sending me a used foot peddle which is fine and a micro remote which is wrong and does not do 3/4 of the functions on the trolling motor. I called and explained it was the wrong one and spoke with Logan in parts. I also told Logan that I would buy the charge cable myself in lou of the micro remote and which he agreed to and would order the proper remote. ******** motors was having issues with microchips and the remote became back ordered which I understood and he told me end of August, so called many times again beginning of September and they still had no answers. Called and called through October and November and they finally told me they ordered one on ****** and I asked for the tracking number which they tell me no one has. I told Logan I have not received it and they would put a claim in with ****** and get me a new one. I have made numerous calls again and finally got a answer this morning Jan 4/23 that they have already sent me 2 remotes and i am not getting another one now when they have no proof of the purchase nor delivery or a tracking number, Logan told me this morning the accountant can’t find any of that information. I basically told him this is not my fault.

  Business response

  05/01/2023

  We shipped a remote to customer in summer but he said he never received it. Part is backordered from manufactuer and we told the customer when it arrives we will send it out. Its currently middle of winter and customer isnt using it so can't see the urgency. Part will be mailed out when it is available from our supplier.

  Customer response

  05/01/2023

   
  Complaint: ********
  I am rejecting this response because:
  There was a remote sent to me and it was the wrong one, the proper one has not been sent to me period. 
  I have spoken with ******* ******** ********** and my local warranty center for ******** and the remotes are available so either please call *** **** ****** ** ******** and order it through him so i can pick it up or directly through ********* 
  It doesn’t matter if it is the winter or not, this is owed to me and i would like to get this settled as soon as possible, i have been getting the run around from your dealership the day i bought the boat in April
  Sincerely,
  
  Michael *****

  Business response

  12/01/2023

  The remote will be sent to him when it comes in, the remote he wants is back ordered from the manufacturer and will be sent when it becomes available. We don't make the accessories or parts so we have no control over global supply. Thanks for your time.
  Talk soon,
  Brodie ****
  Westshore Marine

  Customer response

  19/01/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  The items are not back ordered anymore. I am physically called the manufacturer and have also spoke with my local warranty center and they have both told me that they are available for order. There is no reason why i should not have the remote in my hands by the end of the month.
  Sincerely,
  
  Michael *****

  Business response

  20/01/2023

  We contacted the manufacturer again and they are still on backorder. We do not control parts manufacturing or logistics from their distribution centers, when it arrives in our parts department we will get it sent out to you. Keep in mind we want the remote to show up as bad as you so you so we can all move ** **** *** ****** The water is frozen and we already sent you another version of the remote that works with your iPilot trolling motor to use until your correct one becomes available and at that time we will exchange it to with you for the one you ordered. Until its available and we can swap the remote we sent you already for the one you are waiting on we will have to both be patient. Thanks for understanding and even though the global parts supply issues are out of our control we apologize for any inconvenience it may have caused you.

• Initial Complaint

  14/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In 01/31/22, I contacted Westshore by phone to see if I can get financing for a snowmobile. I was talking to a salesman, his name was Randy ********, He took all my info for the possible loan that morning. He later called back that afternoon and he said I was approved for the loan. A couple of days after the loan was approved, he called me and said there were skidoo's being delivered to the dealership next week. He said I could get one of them if I put money down and he would make sure that I get one of the skidoo's coming in. I asked him 'how much? He said up to you and I said, how about $***. He said that will work. I asked how do I get him the $***. He asked if I had **** and I said, yeah I have ****. I told him, I had to call him later with the **** numbers cause my **** card was at home. $*** was taken out my account. So I called Randy at Westshore and he said he'll contact me as to when I can pick up the skidoo. He made out the sales document and all but he didn't do the financing details. Another person, her name is Ashleigh ******, emailed me the sale document. I signed the document because Randy told me the skidoo was coming next week. I was prepared to go pick up the skidoo on Saturday, February 12/22. I called the dealership, I asked for Randy, he's not around, left messages for him to call me. No calls returned. I finally started talking to anyone at the dealership even Ashleigh. The skidoo's that were supposed to be there, never arrived. I called the dealership and still the skidoo never arrived. I was frustrated as this has been going for towards May 2022. I asked for a refund of the $***. I even called them in June, asking them if I can get $*** worth of lifejackets, paddles, etc. that they may have in for outdoor recreational product lineup. The dealership have come up with a whole bunch of excuses* **** ** *** **** * ******** ***** ** *********** *** *** ********* *** **** *** *** ********** ** **** ***** *** * ***** *** ***** *** ******** *** ******* ***** *** *** **** **** * ******* ** *** ***** ** ******* ***

  Business response

  14/12/2022

  We have spoken to Mr ******* multiple times and informed him when he places an initial payment on a special order it is not refundable. We have been holding the product for the customer and he is refusing to honor the deal and pick it up. As we mentined to the customer we don't want to keep his payment but we have incurred additional costs like shipping and carrying costs for bringing this vehicle in for him. We take a initial payment to protect both the consumer and us by making sure they get exactly what they want without any price increases or other surprises and protecting us from consumers changing their mind and costing undue expenses that are avoidable if the customer didnt agree and sign off. Ideally we would love to resolve this issue by Mr ******* honouring his side of the deal he agreed to (Customer submitted the original order form) and both parties can move on and put this behind them. Alternatively if he doesn't want what he originally ordered we will honor his payment on another similar in-stock vehicle of his choice. We feel like this is a fair compromise for both parties and a good spot to meet in the middle.

  Thanks for your time helping to resolve this issue.

  Customer response

  15/12/2022

   
  Complaint: ********
  
  I am rejecting this response because: Westshore never told me that the snowmobile was at the dealership. I called the dealership but only to be asked to give them my contact info and they would get back to me. No call backs from them. I was calling in May 2022 and still no word of the skidoo being at the dealership. This is the first time that I've seen this that the skidoo is at the dealership. If they're really want my business then they should be contacting me and see if we can work this out. I am the one that made the first contact since May. If this was the case then, how do they expect me to know what is happening on their end. All I know is, I was told the skidoo hasn't arrived in May 2022 when I inquired about it at that time.
  
  Sincerely,
  
  Ivan *******

  Business response

  27/12/2022

  Thanks for the response. When someone asks us to order them or get them a product it comes at a cost which is why we ask for a initial payment to secure that product. We feel that honoring his payment on the vehicle he ordered or giving him the option to choose another similar in-stock vehicle if he got cold feet on the one he ordered is more than fair. We have incurred more than his initial payment in freight and carrying costs since he has delayed his final payment and purchase of the vehicle. Please reach out to us so we can complete the purchase you started and we can both put this behind us and you can move making memories with your family with your new snowmobile. 

  As always I appreciate everyone's time.

• Initial Complaint

  30/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a boat from Westshore Marine may 11. I was told the boat was in running condition as well as working accessories as it was advertised. May 25 I started to make payment before it was delivered and finally June 4 I took delivery. First time using the boat it would not start. I was instructed by Westshore (June 8 ) to take it to a shop of my choosing as they are 14 hours away. June 15 I received an estimate from recreational power sports for $2000 as it needed three carb rebuilds before it could run. I was also informed that the trailer was not roadworthy as the tires were splitting and the taillights were smashed out as well as several other things such as the fish finder, Bilge pump, volt gage and blower did not work even though it was advertised. I informed Todd the service guy from Westshore of the $2000 estimate and he spoke with the manager/owner Brody Ball. I was offered $1200 for a $2000 job or I could drive the boat 14 hours and they would fix it but the boat isn't save to transport due to the condition of the trailer. I did not accept this offer as it was not fair. I emailed Brody several times since June 16, and called the shop everyday with no response. It is imperative the shop pay the full cost of the repairs to get it into the condition that they represented it as. Fully functional and running.

  Business response

  12/08/2022

  Business Response /* (1000, 5, 2022/07/04) */ Hi, We have been working with Shane on this matter and he purchased a Pre-Owned boat from us. As with all our used boats they are sold without warranty but unless we state it doesn't run, they run and we stand behind them. In this case, we ran the boat up and it ran great before shane took delivery but understand things happen and its possible the carbs or possible sediment in the tank stirred up and plugged the system up after going down the highway. We offered to fix his issues free of charge for him if he brought it back or a $1200 goodwill cheque to have it fixed at a service shop of his choice It's a 3 hour job and $600 in parts if he had to rebuild every carb which is unlikely but we don't mind paying if it gets the job done and takes the guess work out. Customer refused the $1200 so we requested him to bring it back so we can fix the issue at no charge. Thanks for your time and looking forward to getting this resolved. Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Brody you have not been working with me as you failed to return all my calls and e-mails then rather than returning my calls or emails you chose to block my number. ******************************************************* I'm 14 hours away and for me to bring you the boat would cost me well over $1200. I'm sick and tired of dealing with this headache. If you could let me know how you want to send the $1200 your offering I will accept and we can move on. August 11, 2022:Hi, Yes, no problem will get a cheque mailed out. Please verify your correct address. Talk soon, Brodie***** Westshore Marine

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩