Complaints

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a boat earlier this year from the Smith Boys dealer in Brewerton, NY. I live in Massachusetts, so Smith Boys gave me a check to pay the boat taxes in Massachusetts. However, the check was unfortunately made out to the wrong name, so I had to pay the taxes myself. I contacted Smith Boys in regards to sending me a personal check to refund me for this error. I also mailed them back their check, voided and confirmed this with them. I have also shared proof of registration and payment of the taxes from my own bank account for the taxes. I was promised they would send the check weeks ago, but still have not received it, and they are now not responding to my calls, emails, or inquiries.

  Business response

  03/20/2024

  After reviewing this matter, the customer is correct.  I inquired with our accounting department of the Smith Boys of Syracuse, LLC location and the refund check in the amount of $ 1046.88 was issued and sent to the customer on 03/18/2024.

  I believe this should satisfy the customer.

   

   

  Customer response

  03/25/2024

  Issue has been resolved

• Initial Complaint

  08/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I am writing you today concerning Smith Boys Marina. We entrusted Smith boys Marine to store our boat for the winter in Oct. 2021. When they put our boat up on the block the block went into our boat! A few days later (with no phone call from Smith boys) my husband drove up only to find our boat on the ground! Smith boys not acknowledging anything that happened on their property we called our insurance company. Taking about a $10,000 loss on our boat (because of Smith boys incompetence) we excepted the insurance money. At this point we keep receiving bills from Smith boys for them having to lift the boat (because of their carelessness) and winter storage. We would like to get our deposit back (I believe it’s around $400) and a few items off the boat. I have attempted several times to resolve this and have gotten nowhere! I spoke with Jim sometime in May 2022. He was very rude! Kept telling me my fiberglass boat was rotten! Which it wasn’t because our insurance said they would not pay out if the boat was rotten. I spoke with Brad Smith on 6/16/22 he asked me to get him the claim number, insurance name and phone number. I called Brad back on 6/30/22 to give him the insurance information. I left a message with his secretary Mary. Brad never called back! So I called on 7/1/22 and got a hold of Brad and gave him the Insurance information. Brad called back that same day and said Leann was out of the office until 7/5/22. So he left her a message. I never heard back from Brad so I called on 7/19/22 I left another his secretary said Brad was in a meeting. I never heard back from Brad! I have attempted to contact Brad Smith at Smith boys Marine to get our deposit and a few things off the boat. I wish I could get what we lost due to their negligence but not sure if that is possible. I’m hoping by doing this it helps others in the future to see what kind of company they are dealing with and receive what we’ve lost from them. I look forward to hearing from you. Sincerely, ****

  Business response

  09/19/2022

  The customer, **** *********, contracted with smith boys to haul, winterize and store her 1988 ******** 40' power boat in the fall of 2020.  The boat was hauled out of the water with a 25 ton travel lift hauling machine as is the commercial standard for lifting boats this size.  The boat was placed in its storage location on a hull cradle, 4" X 4" x 24" keel blocks, and 4 jack stands.  While setting the vessel down on the keel blocks, the forward most keel block punctured through the hull.  The vessel was examined by a surveyor that found the hull had been previously repaired in that section (not by this company) and the repair was not performed properly causing the hull to be saturated with water.  In the marine industry, when fiberglass gets saturated by water (internally) it is considered rotted. Just like wood, it becomes very weak and will flex or break with pressure.  The boat is 34 years old and the hull bottom (keel) is completely water saturated from previous poor repair and lack of maintenance to de-water the hull.  The customer was advised of the condition of their vessel and they filed a claim with their insurance company.  The insurance adjuster inspected the vessel and found the same diagnosis that our surveyor found that the hull is water saturated and beyond repair for the value of the 34 year old boat.  The Insurance company totaled the boat which was subsequently sold at auction for $ 400.00.  In conclusion, the damage to the hull was not caused by any negligence or improper techniques on the part of this marina.  It is unfortunate that the cost to repair the vessel exceeded the value of the vessel and the customer was unable to repair it.  Any outstanding invoices that the customer owes, should be paid by the insurance company. The customer has been notified that the insurance company is responsible, however, until the insurance company pays the amount that is due, the customer will continue to get a monthly billing statement. Any questions may be directed to the undersigned. James M******** General Manager ###-###-####

  Customer response

  09/23/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  In response to what James M******** is stating first of all it was not the fall of 2020 it was the fall of 2021! And Smith boys is stating that the boat had four jackstands supporting the boat, which there were none. We have pictures that show the only support on the hull of the boat was a stern cradle and one block 20 feet from the stern, which the actual length of the boat is 48 feet not 40. I am not going to go back-and-forth with the way this was handled and the untruth they have written. I am asking for my deposit back and a personal item I had on the boat! The insurance company has sent the last of what we believe was owed in May. We still do not have our deposit and Smith boys have stopped taking calls from me and our insurance company. Obviously, this whole incident has been upsetting. But, the rudeness during our calls and the lack of professionalism that they have displayed has been a real disappointment. I hope in the future this will help other customers to see what kind of company they are dealing with and hope they are treated with the respect they deserve from this company. Anything, you can do to help me get my deposit back and the personal item off the boat would be greatly appreciated. Thank you, **** ********* 

  Customer response

  05/01/2023

  What Smith Boys has done and gets away with is very disappointing and people should be aware of how the do business.  We entrusted them to store our 42 foot cruiser for the winter for 2021-22.  When my husband went to check on the boat, our boat was on the ground! The block had gone into the boat.  (Smith Boys stated they had four jack stands supporting the boat There were none) The only support the boat had was a stern cradle and one block 20 feet from the stern.  With Smith Boys fully knowing what happened on their property never called or acknowledged anything to us! Seeing they weren't doing anything we called our insurance company.   But, seeing we had paid them a deposit, I felt they didn't deserve anything from us and tried to get a hold of Brad Smith to get that back.  He started ignoring my calls.  We never received our deposit.  James M******** kept saying our boat was rotten and if it was rotten we would've never received the insurance money.  Obviously, this whole incident has been upsetting, but the rudeness during our calls and lack of professionalism that they have displayed has been a real disappointment.  I  hope in the future this will help other customers to see what kind of company they are dealing with and hope they are treated with the respect they deserve from this company.

*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. ↩