Complaints

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Jet Dock to put a drive on dock next to my dock where my current boat lift is. I gave them measurements over the phone as they refused to send someone out prior to my purchase of the $22k dock to make sure they could fit it in-between the pilings.. they showed up to install and stated it would not fit that part of my dock needed removed and they were installing it on the other side of my dock which they did terribly... when I arrived home and saw what they had done I called and they said they would return the following day which didn't happen. I had a step removed which they stated was in their way more than 2 months ago and they said they would return to install which still hasn't happened... not only have they not moved the dock they still have never installed the bunks on the dock where it was so it can't bemused... this has been going on since December of 2022. beware of this company

  

  Business response

  05/15/2023

  Mr *********** frustrations are understandable, and they are completely as a result of his own doing.  Attached is the latest operative agreement from March in which he has agreed to receive our return visit "When In Area" for no cost .  This is a compromise which would otherwise require a charge in excess of $2,000 for this 546 mile round trip.

  Mr. *********' Complaint contains a series of misstatements and falsehoods.  The customer was given a choice of location and accepted our recommendation that the docking system be placed where it would not block his existing strap lift or encroach closely on steps that were present.  There was no refusal on the part of the crew.  The installation was done in a workmanlike manner and no complaint to its quality was ever received.  The customer breached his responsibility by not having the watercraft in the water ready for calibration.  That is an expressed breach of contract and is the most critical item of cooperation needed for the process to work.  Calibration of bunks and ballasting cannot happen without the boat.  To accommodate the customer, a return visit was offered at no cost, contrary to normal procedure, however the customer was away on a hunting trip and also changed his mind as to the location of the docking system.  He now wanted it returned to the original spot which would block the strap lift and be near the step.  

  In March when the customer had removed the encroaching step, he signed the attached agreement agreeing AT NO COST that the company would move the dock back to his original location and do so when the crews were in the area.  At that time, he also requested the bunks to be installed irrespective of whether he had the boat there or not.  This latter notion is entirely against the common sense of the transaction and could easily lead to damaging the boat and risking the safety of the operator.  The crew has requested confirmation of the boat being available and is awaiting "when in area" which could have taken place this week but-for the customer's Complaint, threat of lawsuit and refusal to accept the Service Call (attached) to complete the move and calibration.

  Our company has tens of thousands of satisfied customers and has been in business for 30 years with an impeccable reputation. This Complaint is inaccurate, misleading and, frankly, insulting.  We stand ready to complete Mr *********** move and calibration if and when he withdraws thisunfounded Complaint and threats of lawsuit and widespread slander in social media.

  Customer response

  05/15/2023

  Better Business Bureau:
  
  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.
  

  Their response is completely inaccurate. I was not given a choice of where the dock would be placed. I was told it could not be placed where I wanted it after I repeatedly told them of my concern of them not coming out to measure. I have texts and emails for back up also stating that if it wouldn't fit where I wanted they would return all of my money which is what I am asking for. I also believe months is too long to wait for them to come fix what they didn't do correctly in the first place 
  
  Regards,
  
  ***** *********
  
  
  
  
   

  Customer response

  06/08/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that the matter has been resolved. 

*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. ↩