ComplaintsforG3 Boats

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new G3 Suncatcher Tritoon in May 2021 and it has been in the shop more hours than on the water. In 2021, we used the boat 4 months and stored it for winter. In June 2022 boat had to be towed in. Diagnosed by G3 dealer as faulty fuel tank system and that G3 was aware of the defect. Boat was at dealer for 3+ months in 2022 to replace faulty fuel tank, making us miss the 2022 boating season. April 2024 boat had to be towed. Diagnosed by G3 dealer as faulty fuel tank pickup valve which was replaced with tank in September 2022. Again told that G3 was aware of the problem with the defective part. Boat has been at dealer for over a month with no estimated repair date. G3 customer service responded to initial email, but has not responded to additional inquiries. Our request was simply that the replacement parts be expedited so we dont miss another boating season - no response. Also asked if the warranty would be extended for the pickup valve since this will be the 3rd one on a 3-year old boat - no response. Also told that we cannot purchase the replacement part from G3 and it is a specialty part specific to the boat/tank, so we cant repair it ourselves or pay a marine technician to repair it, because we cant get the parts. When we were ready to replace our old tritoon, we chose to stay with G3 because we had been pleased with quality and reliability of the first one. BIG MISTAKE!

  Business response

  05/20/2024

  To Whom it may concern,

  Thank you for this information. I have attached the correspondence regarding this situation between G3 Boats and this customer. As seen in the correspondence attached, the customer was informed when additional information mentioned was requested. I have also spoken directly with this customer by phone. Parts ordered through the authorized G3 dealership to repair this boat are not parts G3 Boats stocks. These are vendor parts that G3 is required to order, and each vendor has lead times. As I understand it, some of the issue with time delay in receiving such parts needed, is that the dealer accidentally ordered the incorrect parts. According to information received today 05/20/24, the vendor has shipped out the part required directly to the dealer **** tracking number 1Z5830960351435945 attached). The dealer ****************** has been notified that this part is on its way to them. This customer is very welcome to contact me direct at any time. We want this matter closed for this customer as soon as possible. 

   

  Customer response

  05/20/2024

  Complaint: 21730425
  
  I am rejecting this response because:

  The G3 representatives response to BBB was that I could reach out directly to him. I did reach out to him and his response was to contact the dealer. The dealer response was that G3 had to have the part shipped from the parts supplier and the dealer could not provide a ship date. Also, the question of the warranty period on the replacement part has not been addressed. The original part lasted 1 year. The 1st replacement lasted 1 year. 
  G3 has placed fault on the dealer and the parts supplier while allowing their product to be sold and now serviced with known defective parts. 
  

  I do appreciate the response the BBB was able to obtain from the company. Hopefully, the issue will be resolved soon, but until the boat is repaired, the complaint remains open. 
  
  
  Sincerely,
  
  *********************

  Business response

  05/29/2024

  To whom it may concern,

  When speaking with the authorized G3 dealer that is performing the repair of this boat, it has been discovered that the ************ fuel pump is faulty. ****** is going to cover the fuel pump replacement under warranty per the dealer. ****** said there is a possibility the pump simply failed. This may not have been a G3 Boat manufacturing defect from the start. If it has not been done as of yet, the dealer was going to give the customer a full explanation of the issue. We hope that this issue will be resolved very soon for this customer, and this ******************** claim considered as closed. Thanks. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boat is one year old. I purchased it new off the showroom floor at local boat show in 2/2022. I have put it in twice and took it out once on our lake. After taking it out chunks of paint are falling off the boat. Boat is under warranty which is a joke, they won’t even talk to me. (Bobby won’t even try to understand the situation). My insurance company sent a specialist out to evaluate. They determined the problem was due to manufacturing not preparing boat properly at time of painting. I was then able to talk to Brian Kincheloe from G3 - all they did was try to find more reasons why it is not thier problem - they are now saying that my Wave Armour Boat port, which is designed for 16' to 20' boats, including Lund, Alumacraft, Warrior, Yarcraft , Ranger, Skeeter or other quality fishing boats up and out of the water is the reason for the chipping. He goes on and states that Damage caused by engines, canvas, powertrains, outdrives, propellers, controls, batteries, engine brackets, trailers, electric trolling motors, fish/depth finding devices, other equipment or accessories not manufactured by G3 whether or not warranted by other such manufacturer voids the warranty. Well this clause allows them to have no responsibility to anything. The fact of the matter is they just dont want to pay the 5,000 dollars to have the hull repainted. I have had 3 different parties tell me the same thing - boat dealer, repair shop and independent inspector - that it is due to poor paint prep! G3 needs to stand behind thier product and fix my boat bc of thier poor workmanship!

  Business response

  04/14/2023

  ******* **** *** *********** ***** ****** ****** ******* *********** ******** ******** ******** ***** ******** ********* **** *****
  
  
  To Whom It May Concern,
  
  Our warranty supervisor and myself have done extensive research speaking with the G3 dealership in which sold the boat, the customer’s insurance company inspector, and the customer himself directly. This boat has multiple paint damaged areas on the bottom of the hull (scratches, gouges, etc...) which caused the paint to be scrapped off. After investigating this issue, it was found that the customer is dry docking his boat on an unapproved product called a Wave Armour dry dock. This product is unapproved by G3 Boats. It also does not list G3 Boats as a tested and/or approved boat brand for these dry dock products per their website. Our warranty general exclusions plainly state that such damages will not be covered under the G3 written warranty. G3 Boats always stands behind our warranty as it is written, but unfortunately this is not a warranty issue. With this being said, G3 will not cover the damages under warranty. Please see our written warranty general exclusions below along with detailed pictures of damages provided by the customer's insurance company attached for reference. Any other information or details needed, I would be happy to assist. 

   

  
  GENERAL EXCLUSIONS: This warranty will not cover the repair of damages to your boat caused by abuse, alteration, modification, neglect, vandalism, failure to adhere to product capacity information plate and/or product maintenance and care instructions. Examples of damage caused by abuse, alteration, modifications, neglect, vandalism and non-adherence include, but are not limited to the following:
  
  1. Window breakage, and leakage around windows, or hatches or other apertures.
  2. Deterioration caused by exposure to the elements or the use of cleaners or chemicals or anti-fouling paint not recommended in writing by G3.
  3. Installation of engines or accessories installed by anyone other than G3 or an authorized G3 dealer.
  4. Abuse, alteration, modification, neglect or vandalism to upholstery, canvas, zippers, vinyl, plastics, fabric, trim wood (with the exception of rot); or rips, tears, and fading to carpets and upholstery.
  5. Damage, including normal deterioration, caused by overpowering or overloading according to the maximum horsepower specifications on the capacity plate provided on each G3 boat.
  6. Damage caused by Acts of God.
  7. Dealer preparation including but not limited to cleaning and final adjustments or alignments in preparing the boat for final delivery.
  8. Damage caused by improper use of the trailer.
  9. Damage resulting from the boat being involved in an accident.
  10. Damage cause by improper winter storage, including livewell systems not properly winterized in freezing climates.
  11. Damage resulting from non-compliance with G3’s maintenance and care instructions or other specifications.
  12. Damage caused by ordinary wear and tear.
  13. Galvanic or stray current corrosion, or corrosion caused by salt or brackish water.
  14. Damage to the colorfastness of materials caused by overexposure to the sun or improper covering and storage.
  15. This warranty does not cover any failure of boat to meet any representation as to the boat’s performance characteristics, including but not limited to estimated speed, weight of the boat, or fuel consumption.
  16. This warranty does not cover any failure or defect caused by non-authorized G3 dealer repair, unless G3 pre-approved the work in writing.
  17. This warranty does not cover any G3 boat with an engine setback that is not recommended, approved or optioned for use on the boat.
  18. Damage caused by engines, canvas, powertrains, outdrives, propellers, controls, batteries, engine brackets, trailers, electric trolling motors, fish/depth finding devices, other equipment or accessories not manufactured by G3 whether or not warranted by other such manufacturer.
  19. This warranty does not cover any items on the boat that are not manufactured by G3, except as otherwise provided in this limited warranty.

   

   

  Best Regards,

   

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

  G3 Boats

   

  Customer response

  04/18/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  My response is this is not a misrepresentation – As I may mention, you previously said that my boat port was only intended for Jet Ski’s and I had to correct you on my response, which I never received a response on, that this is a BOAT PORT that is 16 foot long and not a Jet Ski port.  Additionally, I have spoken to the manufacturer of the BOAT port and they have never seen or heard of any problem previously with their product. However, in fact, you already know this because you contacted them.
  
  “Wave Armor doesn’t provide a list of approved watercrafts for the drive on ports however there are hundreds of different hull shapes and sizes that have successfully benefited from the Wave Armor drive on docking systems over the years without incident.  The ports are constructed in such a way that all surfaces that may come in contact with watercraft hulls are smooth non-marring polyethylene and  our proprietary wheels are not only wide but also made up of a softer cushioning material providing the ultimate protection to the  watercraft hulls.
   
  “This is basically what I told one of the representatives that contacted us from G3.”
   
  If the boat port was the problem, there would be some type of indication – paint or rub marks on the rollers or port itself.  Again, there is none which is why you don’t see any in the pictures that were sent.
  
  The problem is in the paint, as many people already have stated. 
  
  As far as the adjuster – I have a documented letter from him that says it is a paint preparation and manufacturer defect. Additionally I have spoken to him AGAIN and verified that he did NOT say he agreed with you.  Again, he spent 45 minutes on the phone with you telling you there was NO impact to the boat and from his professional perspective it is a manufacturers defect.  He also said to find out what the boat is docked on and added that my boat ports are used everywhere and when asked if you – G3, have had any other problems with them your response was NO.
  
  Again – stand by your product and fix the issue.
  
  Sincerely,
  
  ******* *****

  Business response

  04/19/2023

  To Whom This May Concern,

  The boat port the customer is shown on the manufacturer's website as a jet ski port. The versions for boats per the website are completely different.  Pictures previously provided show scratches and gouges indicative of continual improper  loading/unloading. Pictures provided is of the customer's dry dock, and also what is listed on the dry dock manufacturer's website listed as "PWC" which are exactly the same. There is such indication of damage/wear visible to the customer's boat port per the pictures the customer provided. The picture attached shows where the center of the dry dock has major wear due to not enough deadrise available for our boat hull along with roller wear (tread wear) on the dry dock. The boat's center keel has received damage as well. G3 does not place any blame upon the dry dock manufacturer as they are simply selling a product. It is up to the consumer to except any damages that may occur from such aftermarket products. After speaking to the adjuster and us both evaluating the dry dock being used, the adjuster also believes the boat received damage from loading/unloading. Nevertheless, this dry dock system is not an approved product by G3 Boats and G3 cannot be liable for damages that have occurred. G3 stands behind our warranty to the fullest. Unfortunately this is not a warranty issue as it is not a defect in manufacturing or materials. 

*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. ↩