ComplaintsforLynnwood Motoplex

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new boat and Seadoo last year and both had recall notices that were not made aware to me. Both the boat and Seadoo were unusable for most of the summer after spending over 100K. Brought the boat in for recall service and now they are charging me over $1500 for the drive train that was on recall(which they knew about and didn't disclose). This place is crooked and I am pursuing a lawsuit. ****, Service manger doesn't care about any concern and wont return calls. Now they are trying to charge me for storage fees for having my boat there.

  Business response

  05/11/2024

  The SeaDoo has never had a stop sale or recall. The Yamaha Boat did have a recall to deal with. We had to wait for backorder parts from Yamaha to address the requirements of the warranty repairs. Parts were received and repairs completed. Customer was informed upon completion. Customer did not respond to reminders to pickup boat for a couple 3 months. We do not store boats through winter months free of charge. Boat now needs to be summarized in order to run properly. Customer decided to pick up boat knowing it was not ready for summer use.

  Customer response

  05/13/2024

   
  Complaint: 21696693
  
  I am rejecting this response because:  ****, service manager at the dealership, specifically called me a couple months back and asked me over the phone if I wanted to de-winterize so it would be ready for summer.  I told him I would indeed like this to be done, and didn't get a response that the work was performed.  Then I follow up, without any confirmation that it was de-winterized, and I'm told I owe money for storage charges.  I spent 100K on a new boat and Seadoo at this dealership last year and wasn't able to use either for most of the summer.  The Seadoo was an error message, but the Yamaha boat was sold to me with the dealership knowing that it had an open recall on the drive train.  I was stranded out in the water and had to get towed in.  I also wasn't able to use the boat the rest of the summer because they were too backed up to fix it.  
  
  Sincerely,
  
  *********************

  Business response

  06/10/2024

  *****,

  **** is not our service manager, rather one of our service writers and is out for a couple months on emergency knee surgery and recovery.

  Communication is king and we apologize your desire to have your boat summarized was not noted during that conversation.

  Our desire is to get you out on the water as soon as possible. Since your boat needs summarize immediately, we would like to

  expedite the summarize service work as soon as it arrives and at no charge. With planning it could be completed same day.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new SeaDoo personal watercraft from Lynwood Motoplex in March 2023. We took that out only one time and all the indicators went off within minutes. We contacted the dealership. Lynwood Motoplex claimed they were too busy and didnt come to pick that up for service until May. Since May, this unit has been in their workshop without any updates or progress since then. The machine has been still sitting at their workshop with many excuses including not having enough staff, waiting for diagnostic from the manufacturer or waiting for the part to arrive. We contacted SeaDoo manufacturer (BRP) in early August, and they have confirmed that this was the manufacturer error and we were told this needs a new motor about **************************** service. We asked for a replacement because this was a defective product but they refused. We also requested a loaner but was told no. We negotiated multiple times in different ways but to this day no changes and the vehicle is still at the workshop. We have lost the whole summer without being able to enjoy it on the water but paying for the loan. We also paid extra for additional 4 years of maintenance/warranty. This machine is depreciating just sitting in the workshop and the dealer has no support or cooperation. It has been over 90 days in the workshop. We would like a replacement unit that had equal value that is NOT defective and for other losses (loss of time, depreciation of the value of the unit, extra cost we paid for services. As we also lost faith in this dealership, we also do not want to deal with them anymore and would like to change the dealership with the help of the manufacturer.

  Business response

  08/30/2023

  Yes, everything said is true and the repair process has taken longer than anyone would want..

  We have been working with BRP behind the scenes to see if there are any options that we are not aware of.

  We believe they (BRP) are listing but they want to wait for completion of repairs before further discussions.

  ************* has not arrived yet but from what I understand it will be here in the next day or two.

  once repairs are complete we will be able to talk further with BRP

  Customer response

  08/30/2023

  Thank you. They (BRP and Lynwood Motoplex) told us the same thing on 8/15. They ordered new motor and will replace in in the following week. It is 8/30 today and they are still waiting for the ********* alone to put it in and talk further. We lost 5 months to enjoy this vehicle, paid $2000 for an uncrating fees( preparation fees for Lynwood to get this unit ready), extra 3 years of maintenance service contract with Lynwood and 4 years of Manufacturer warranty and depreciation of the machine. We do not wish to associate or work further with Lynwood Motoplex for any maintenance services in the future. 
  

  We would like to have :

  - A refund or store credit for the uncrating fees, extra maintenance contract and extra manufacturer warranty fees
  

   

  - 

  Customer response

  08/30/2023

  In this complaint, we listed Lynwood Motoplex. Do we file a separate complaint for BRP? Or can we tag them here? They are not in US though 

  Customer response

  09/06/2023

  We cannot accept their response. We still have not received our unit back and it has been in service since May.
  

  Contrary to what they responded to you, Lynwood Motoplex is now saying it was damaged during our test drive for 45 min and we have to pay. We believe this was a made up story because we brought the case to BBB.  The manufacturer had already told us it was the manufacturer fault after Lynwood completed a series of diagnostic tests since June. 

  Customer response

  09/13/2023

  I am not sure whats missing here. We responded 3 times after we received initial reply from the business. 

  Business response

  09/20/2023

  Upon disassembly of the motor it was found that the intake pump had rocks in it between pump and motor. Rock damage from sucking rocks while in shallow water is not a warranty. Pump parts had to be ordered and a couple were on backorder holding up reassembly. Cost of repairs were relayed via email to ***** the owner of the machine along with estimated backorder release dates of the 20th of September. This date is a estimate given to us by BRP the manufacturer.

  it is true we got a late start working on the machine when it initially came in but once we started working on it the availability of parts from manufacture has slowed progress.

  We are hoping to complete the project once all parts are here. 

  Customer response

  09/21/2023

   
  Complaint: 20540511
  
  I am rejecting this response because:

  We have been told several times by ******* that they are waiting for the parts from BRP for months. We have also been in contact with BRP since early August and they have already told us that the fault was on the manufacturer which meant they had done all investigations and identified the issue. 
  

  We did get the email from Lynwood saying the problem was the rocks but we do not believe it was the case because this response came after multiple back and forth unpleasant emails and after we escalated the issue to BBB. Theres no proof that the rocks were the case (no picture, no phone call, no detailed service report, no communication to get agreement to move forward). At this time, we have zero confidence in this business and we are not confident that the rocks were indeed the case (or there really were rocks when they came to take it from us in May). I am attaching screenshots from our communication. We have many more but there is a limit too number of attachments. We have not seen our vehicle or hardly hear from them since it went there in May!!! 
  

  The way Lynwood treats the customer and their service is unprofessional. Weve been doing our own research on Lynwood and have also seen the reviews on this business that reflect our experience exactly. We wish we checked their reputation before we purchase this. 

  Sincerely,
  
  *********************

  Business response

  09/28/2023

  *****,

  After discussing the entire repair with BRP they have decided to roll the pump damage parts and labor into the motor warranty claim. 
  You will not receive a bill for the pump damage caused by the or a rock as previously discussed. We do have pictures of the pump and impeller damage that pulling the motor exposed. This damage was unexpected and exposed only after pulling the motor. The damaged parts also added to the time as they were backordered from BRP for some time. 

  There are a couple items we must complete prior to letting you know it is finished.

  we need to lake test the ski and after that it needs to be winterized for storage. We expect these last two items to be completed by early next week.

  *****

  Motoplex

   

  Customer response

  10/12/2023

  Our apologies. We had been so sick and didnt get to address the emails. 
  

  We got an email from Lynwood that the unit is ready to be picked up. As its already winterized, we wont be able to test. We will update you once we receive it.

  Thank you for all your help.

  Customer response

  10/30/2023

  Thank you for your help with this complaint. i would like to clarify that even though the company responded to BBB, that was not what actually happened. Our dissatisfaction is not only because they did not respond in a timely manner and or respectfully but also because they did not follow through what they constantly told us and what they responded to BBB was not what we received. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our boat in May of 2022. Nine months short of or promised delivery date. We understood due to covid and the shortage of workers. When inspecting the boat we for cosmetic issues with the boat. The Salesman, PJ, and team at Motorplex told us this will all be under warranty they would submit them now so they are ready and that during our winter service we will have it all taken care of. They will pick up our boat and do all the service work and bring it back to us without disturbing our time with summer since it was so late of a delivery. Also during our first service we reminded them of the warranty's and some more that we saw. Fast forward to October of 2023. We called Service at Motorplex and ****** told us that they are short staffed and they will not be able to pick it up right away. We did not hear back. We had to call again after a few weeks then they said to email the warranty claims that they need to summit to the companies to get it up and rolling so there is not an issue with waiting because warranty's take a bit to approve. We thought that was strange as most of the claims should have been put in back when we purchased the boat. We sent them pictures and a bulleted list of what needs to be repaired/replaced on November 5th 2022. The boat was picked up November 2022. We did not hear anything until January 12th 2023 From ************************* saying they just began doing warranty claims. This is were we started to get worried. February 9th, 2023 Another email I sent for an update, ****** response is going slowly, but addressed some things. Got another email from ****** in February saying they will not warranty our wench. we said ok we will just buy another one at another time because that ***** anyway doesn't have the right weight capacity for our boat. March 8th 2023 We email for an update asking for a timeframe at this point, ****** emails back that they are only waiting for the skins for our cushions they showed up for the second time wrong. Then it will be ready for pick up. We are supposed to have it delivered back to remind everyone. March 16, 2023 ****** emails again the skins comes back again wrong. They will reach out when they know what more. March 24th 2023 We emailed ****** Asking for an update. March 28th 2023 ****** emails back no ETA on anything, and that we are more then welcome to come pick up our boat as is if we would like. April 7th ****** emailed again saying it happened a 4th time the skins were wrong. At this point we talked to the salesman, **, on April 7th 2023 and he forwarded the information to the service manager, *************************. on April 11th we finally received an email from him stating all the things they have completed. They are only waiting on one cushion and they will have centurion fix it. So they will have supreme, in gorgia, send the vinyl to Centurion, in **********. We reply instantly with we were told its the same vinyl during building our boat also only 3 of the multiple things on the list that we sent originally have been done. Over that time to now has been constant emails back and forth between the staff of Motorplex and *************************, Customer Support Director of centurion supreme. Constant issues on why they could not get the right part or they had another customer that had an appointment. Take it they have had our boat for 164 days. ******** excuses and apologies but no solutions to help the situation. We asked for a loaner boat that was denied. We have asked for them to buy it back. There response is they don't buy boats but they will sell it for us. We know in our right mind that this boat is not worth the amount of money that it should be the way it sits. At this point we have missed out on vacations with family and friends. We have future things planned that we will have to cancel because it revolves around having our boat and that will make us loose money also. Also they have had the boat in there shop longer then we have had it in our ownership. We feel like we are stuck. ***** the service manager says they will install our Gator step next winter. So not only we will have to go back to this dealership but we can't even trade in the boat because it is not even fully fixed. They will tell us they will contact us one day but its crickets. We are always the ones having to reach out to them with the responses of apology's and more time we have to wait, no ETA on when our boat will be delivered back to us. This boat is our passion. The one thing we have always wanted and have dreamed of having and now we have this going on. We have lost all trust in the dealership and manufacturer.

  Business response

  05/16/2023

  Yes, The list of concerns on this particular boat was definitely longer than most new boats we have seen most recently.

  The customer has the boat back presently as we are still working with Supreme to receive the remaining items of concern 

  which will be installed during the off season this fall. 

  Customer response

  05/20/2023

   
  Complaint: 20022439
  
  I am rejecting this response because:

  This business has failed to fulfill its obligations, and has been repetitively deceptive in its practice's. For example, we were told the gel coat was fixed, it looks the same as when we gave it to them. We were told the boat had been cleaned prior to delivery, we received an unclean and covered in material dust causing itchiness. There has been no resolution for claims made over a year ago and no offer of settlement, due to poor business practice.
  
  Sincerely,
  
  *************************************

  Business response

  06/01/2023

  
  
  Motoplex is willing to fix or replace any warrantable item this boat. If the parts and support are available from the manufacturer which is Supreme, Motoplex will gain pre approval from Supreme to fix or replace said item or items with parts supplied by Manufacturer.

  
  The gel coat issue was discussed directly between the customer and Supreme customer support. ********************** was instructed to buff the areas of concern. Motoplex was not instructed by Supreme to wet sand the gel coat which could create another issue if sanding beyond the thickness of the gel coat were to occur.

  
  The cleaning of the boat itself was performed multiple times and inspected just prior to delivery. The boat was in fact clean and there was no dust inside this boat prior to the cover being installed. It may be possible that the cover itself could hold dust that is released while trailering the boat on the freeway for delivery.

  Motoplex is aware the customer has direct access to the manufacturer through Supreme customer support. ********************** is will to assist in any warranty pre approved by *******

  Customer response

  06/05/2023

   
  Complaint: 20022439
  
  I am rejecting this response because:
  
  Motoplex received list and did not get completed. If items are damaged they should be repaired or replaced. All things should have been submitted to centurion and supreme when originally talked about and when we sent the list again in November 2022. If supreme did not ok the items then we should have been made aware of that and asked if wanted fixed anyways. Instead of brought back to us with barely any of the items of the list done and a fiberglass dust, not dirt, covered boat. As I said before the work that has been done is not even close to satisfactory for what it should be, I am not happy with this. There is still no resolutions on what is being done. My boat was in the shop for 170 days and returned to me unsatisfactory conditions.
   
  Sincerely,
  
  *************************************

  Business response

  06/22/2023

  I apologize for the amount of time and poor communication we have provided as well as the parts backorder delays that created some not all of the time.

  The most recent update is that ******* has sent us Gator Step kit (63 pcs.) to redo the entire boat.

  The Gator Step kit is an extremely difficult and time consuming process. All 63 pcs. of the originally installed decking will need to be removed prior to installing the new kit. ******* has approved our subcontractor who does this type of work. The work needs to be done inside out of the weather and can take up to two weeks to complete. Once the kit is confirmed as correct we will reach out to our contractor for some time slots and then you to see if any of those work. After that work the boat interior will be vacuumed and wiped out as part of the contractors work. Our goal is to have a plan to complete in the shortest amount of time possible

  ******* has the details from your emails and has been in contact about the completed work thus far

  The windshield support bar that attaches to the windshield down to the steering box is a ******* design and has been reported that it is not 100% solid. We do not have a fix for this.

   

   

   

  Customer response

  06/28/2023

   
  Complaint: 20022439
  
  I am rejecting this response because:
  Have not been contacted. This issue is still not resolved.
  Sincerely,
  
  *************************************

  Business response

  07/11/2023

  You will be contacted,

  We were playing phone tag with contractor who does the decking material removal and installation.

  We now have options that *** work for your schedule.

  Expect a call from ***** our scheduler.

  thank you

  Customer response

  07/28/2023

  Stinger plate that was repaired is splintering at the repair spot. Most of the screws are backing out. Matter of time before it falls off again. 
  

  Most of all the other issues have not been resolved. Gel coat looks worst then when we originally got it from the fix. 
  

  cup holders are lifting once again. 
  
  Gator still not replaced. 
  

  This boat is not worth the price we purchased for and we have taken a huge loss. No trust in the dealership or the manufacturer. Got contacted by someone that has no idea of what has been going on previously or what is going on with the situation. Tired of repeating ourselves. 

  Business response

  07/28/2023

  Please provide pictures and details so we can forward to Centurion for pre approval. If you would like another company to work on your boat then we will stay out of the way. 
  

  if we are working on it send pics and details to: ****************************************************

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2022 GTI 170 Seadoo for pre-order with $1,000 down at the end of last year it came in to Lynnwood Motoplex in February only to find out that it didn't come with the control unit so there it sat until the end of May. Once they finally got the control unit I went in put $10,000 cash down and I'm financing the remaining $5,800. After finally getting it out on the lake to start breaking it in with 1 hour on the unit oil light came on an alarm started going off saying to stop engine. I took it back to the dealership which they diagnose that seals were bad oil was throughout everything and the compression in the motor was not right, was told it needed a new motor. When I was told the motor would show in the history report and my warranty wouldn't start over when they replace the motor and they couldn't tell me even when they could get a motor. I said that was unacceptable that I wanted a whole new unit or I wanted my money back. I've been told I'd get a new unit but it's been over a month now with no definitive dates only to be told I'll be taken care of but I have no clue when. So I've asked several times just to be bought back give me my money back to the dealership and they refused to do a refund saying that they can't. *************** BRP who I've been in contact with several times as well refuses to talk to me says I need to deal with the dealership. I feel like I'm getting the shaft from all sides and I just want my money back and cut my losses. Please help!

*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. ↩