Complaints

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a waverunner lift less than a year ago from this company including installation on my dock. It broke free this winter which it should not do but when I called the company they were trying to deflect blame to the weather even though I simply wanted help securing it back to my dock and had not mentioned money. They were supposed to call me this last week but have not done so. They are happy to make a sale but horrible after the sale is done

  Business response

  04/02/2024

  In April 2023 Surdyke Yamaha sold and installed a personal watercraft lift on or about may 2023. The customer is given a one year installation warranty protecting them of cracked welding or failure due to a manufacturer defect.

  This lift survived the rough water season and most of the winter water draw down.  Surdyke Yamaha was contacted after a hard freeze and was told the pwc lft was pulled off the dock from ICE.  This call came from *************************** some time in mid to late march 2024.  As stated in any and all warranty documents, the described damage is NOT covered by any warranty and is the sole responsibility of the owner.  

  Surdyke Yamaha has instructed the repair comany to work with *************************** and complete the repair as soon as possible based on an agreed upon price.

  thank you 

  **** Surdyke 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  aug 27 2022 or there abouts when I purchsed a new boat through surdyke yamaha as a perk of financing through them I was verbally offered a year service/ maintenance by joey the finance guy which I accepted. What he failed or just did not do was note it in my sales contract. So when I had this service done and went to pick up my boat I was handed a bill for $514.95 and told that I did not have any free service. I had a conversation with the service department guy who can't do anything without approval and the actual guy Joey who lied to my face when I bought the boat. The sales manager mason bennet has yet to call me back nor do I expect him to. I am reaching out to yamaha, the g3 department of yamaha and anyone else that will here my case. shame on me for not getting that in writing but, I thought there is still honor in a handshake and someones word. I was mistaken in this case and I will never every visit or give that company one dollar of my money.

  Business response

  09/07/2023

  we have processed a refund to the customer at this time as a goodwill gesture.  he was called and we refunded his credit card for this service.  No further action is needed or service to be provided.  

  thank you 

  Customer response

  09/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  The refund has been applied to my balance now.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 21, 2023 Hello, My brother and I are having difficulty getting repair service from ******* Yamaha in Osage Beach. A short explanation, we do not think they have been providing stated service in their Cove Coverage plan and have not been providing scheduled maintenance as recommended by Yamaha. We have a boat that our parents purchased in 2005, a G3 tritoon with a Yamaha engine, that our parents and then our mother maintained *******’s “Cove Coverage” service plan on. Our mom recently passed away in April, at age 80. While we were not boating early in the summer, we did contact ******* in May to de-winterize the boat, as covered in the Cove Coverage plan. I have attached the service receipt stating the boat was “good to go”. On July 17 my husband uncovered the boat, got it ready to take out the next day, the boat motor started and ran for several minutes in the dock. The next day, there were several heavy thunderstorms in the area, including heavy lightning. On July 19, we tried to take the boat out, it would not start. I contacted *******, a few days later they sent out a tech, they told me the problem was electrical and that we would need to have the boat towed to their marina. When I started checking on tow services, I was getting quotes for $2000 or more. Since we thought the problem might have been a lightning strike our boat insurance advised going to a closer marina, the boat was towed to ******* ***** ****** in Stover, Mo. ******* *****’s repair techs contacted us with several findings: The fuel lines were collapsing and cracking. When the motor was connected to an external fuel tank and hoses, the boat started right up. They found the impeller to be deteriorating. They found an old fuel filter, with a manufacture date stamp from 2007. That was the preliminary inspection. We are not sure what other issues they will find. It is clear to us that ******* has not in any way provided the outlined routine maintenance outlined in the Cove Coverage contract. We have contacted a ******* service manager, *** ******, several times, who has been giving us a run around, and tried to blame the lack of service provided on our mother, for not specifically requesting needed services. We have told ******* that we expect them to retrieve the boat from ******* ***** to take to the ******* marina for full repairs. They have refused. We would like the BBB to step in. Attached are contracts, receipts and a photo of the 2007 oil filter. Thank you, ***** ******* **** ****** **** ** ******** ** ***** *** *** **** ******************

  Business response

  09/27/2023

  To whom it concerns:
  
  First of all I apologize for the late response to the customer complaint.  **************
  
  This was addressed to a former employee that has been away from our operation for 3 years now.  “**** *******”  please update our file to ************************ for the email contact 
  
  For starters the ******* family deserves the same great service that their deceased parents received for the past 18 years from our shop.  There have been countless trips to their dock to do maintenance and repair.  Most of all smooth and precise.  Keeping any boat operating properly for 20 years can be tedious at times.  Our Cove Coverage maintenance plan was renewed several times by the owners and saved them time and money over the period of ownership.
  
  There is mention of doubt from Mrs ******* regarding filter changes.  This boat has several filters and several functions that very in different regions.  For example  the fuel water separator in salt water regions should be replaced every year.  Not necessary in Missouri. And fuel filters are non expiring items.  We have many years of inventory parts to enable our staff to always be prepared to repair units with stock items on hand. 
  
  What actually happened the night of the heavy rain and lightning without the cover on the boat.  Did our tech get info that made him agree that lightning possibly caused a problem?  Did heavy rain roll off the roof of their dock and flood out something vulnerable?   It’s hard to speculate.  A greater possibility is that the new owners choose a different means to fill the fuel tank and got some contaminated fuel.  This happens a lot with the ethanol blends that are out there.
  
  Either way we want to do what’s right to help solve the problem.  We have offered to pick the boat up from the other Marina free of charge to at least make steps to get the boat repaired.  It will not be free service but it will be fair to all parties.  We are waiting for a response from the boat owners at this point.
  
  Thanks
  
  **** *******
  
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used Surdyke for years for winterizing boat and jet ski. Couldn't get them out do a winterization so we had another service group winterize our boat and jet ski. Then Surdyke ended up coming to the property unannounced in October 2022 and claims they winterized the jet ski. How do you winterize something that has already been winterized? They lied about work they did and then charged my elderly mother for the work. We have made multiple attempts to contact them to get resolution, but ****, the Service Manager will not return calls and the Owner, ****, is never around. Also, does not return calls. I assume **** doesn't know what sort of shady employees he has, because he is not present at his business. Surdyke thinks it's perfectly fine lying about work they did not do and charging senior citizens without consent. If you choose to use this business - Do Not put a card on file with them. They charge high fees for their work and chances are they probably aren't even doing the work you are paying for.

  Business response

  04/20/2023

  i would like to submit the email response from **** ******* on this complaint.  This will explain a lot   

  We have offered a free dewinterization and 180.00 refund.  The free winterization was offered in the fall when the original complaint call came in.  We did not hear anything else until more recently.  We have called three phone numbers, left messages on two and one number was disconnected.  The attached email explains that when our technicians went to winterize the unit, there was not tag on the unit showing it had been winterized and the battery was still hooked up.  If you properly winterize a unit, you would unhook the battery.  Two of the most qualified technicians were on site and this was noted, so they performed the requested repairs.  We understand that Mrs. ******** may not have called to cancel the work but it was scheduled and we performed the requested repairs.  To be honest, how does the customer know for sure that the other business actually did the winterization?  there was not a sign of that being done by our techs. 

  We can always do better and strive to do so by learning from all circumstances and we do want customers to be happy.  again, we have offered to do a free de winterization and a refund of $180.00 to date and this has not made Mr. ******** satisfied.  He has stated he wants to use his time to go to social media and spread news of misconduc,t that in fact was not the case.  Please let me know if you hear from the customer for our offered resolution and we would be happy to process a refund and schedule a de winterization.  

  Sincerely, 

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

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took 3 bikes there to be serviced. They called on 2 bikes with an approximate amount to fix, but had no information on the 3rd bike. I asked them to contact back once they had info on the third. I was in a poor service area and the call dropped soon after that. They called a couple of times during business hours where I could not answer. We finally make contact on Wednesday, February 15 and I was told he didn’t appreciate being hung up on and was rude. I explained I didn’t hang up but had limited service. We arranged that Saturday for pickup. We then receive a text indicating if our bikes were not picked up they would be hauling them to scrap. We called and arranged a pickup time and then the day before the scheduled pickup we receive a text after close indicating that our bikes are in storage and not accessible and not sure when they would be available.

  Business response

  02/21/2023

  There seems to be miscommunications on this repair order and complaint. 

  I received the information from our service manager.  The customer at this time has all of her units.  We did not work on her units or scrap them.  The customer did have a hard time replying to our calls and texts etc...  The arrangement for pickup issue she is talking about was that we had a complication of our garage door being broken the night before.  She was called and was informed that we did not know when we could get that door fixed and that was why the units were not accessible.  She was given this information to help her prevent a long drive but we did get the door fixed that next morning and she was able to pick up all of her units.  We also did not charge her for the tear down and inspection of the one unit needing to be given an assessment.  So, this is no longer a complaint, she has her units and was not charged anything

   

  thank you  

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

*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. ↩