ComplaintsforPacific Watercraft Group Inc.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased Solo with expected delivery Spring of 2022. Wanted guarantee it would be accepted in ** for operation. Continued phone calls, emails and text through out the last 2 years with promises it would be coming and he was filing with *********** to get it approved to operate stated it would take time to get on the books for review. I have called state they have no record of this being requested or on the books and I continue to try reach ********************* who only provides excuses for delays in not getting back to me or delivery. Last several communications he promised to call me back and refund my money. I have heard nothing nor received any refund. Info from the company below:********************* Pacific Watercraft Group, Inc.President P.O. Box **** *******, ** ***** ************ (Main) ************ (Fax)************ (Cell)******************************* or ************************************** ************************************** Patented Protected Patent protected Member of the ***************************************** Member of the Water *************************** Member of the **********************************

  Business response

  01/02/2024

  Good Morning,

  Yes, **************** is entitled to a full refund. We will be in a position to provide him with his refund the first of next week on January 8th. It is unfortunate that we have not yet been able to gain legalization in ** for use of our personal ski machines without a spotter, but we have not given up. We are in the process of seeking a new lobbyist to assist us. At such time as we are able to gain legalization we will inform **************** and he will be given the opportunity to purchase a SOLO again, but at a very discounted price to make up for the difficulties he's had in dealing with us.

  Sincerely,

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

  Customer response

  01/08/2024

   
  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. Request full refund be sent no later than this week of the 8th as stated in their response.
  
  Sincerely,
  
  *********************

  Customer response

  02/01/2024

  I would like to reopen the case as I have not received my refund.
  
  I did receive this text message from ***** see below. I have called my bank and they do not see any transfers to my account.
  On another note, ***** does not  have my banking information so I dont know where hes transferring it.
  Let me know if you have any questions.
  
  Text message
  Monday Jan 29,2024
  
  *****
  Your wire is expected to go out by Friday.
  Ill check and get back to you.
  
  ****
  Thank you for the update.
  Where are you sending it to which account?
  

  
  

  Business response

  02/02/2024

  February 1,2024

  Hi ****,.

  I thought I had your bank wiring instructions.Ive searched all our communications and I cant find it. Would you please send it to me or would you like me to send you a company check? I was (still am)hoping to send your refund to you tomorrow. First off, Im waiting for our incoming funding wire to post which is supposed to be today. Once it posts to our account Ill be ready to send your refund. ~ *****

  February 1,2024

  *****,

   I will call you tomorrow with my banking information currently not wanting to send it via text due to my location..

  Business response

  02/02/2024

  Further to my response to ****; our funding wire did not post to our bank account yesterday as it was supposed to. I was informed that it will post some time the latter part of next week, the week of the 5th. ~ *****

  Business response

  02/02/2024

  This information was just sent to ****************;

  Good morning ****. Our funding wire did not post to our bank account yesterday. After speaking with the sending bank, I was informed that it wont post until next week. Immediately upon posting, your refund will be wired to the account information that you have now provided. ~Robin 

  Customer response

  02/03/2024

  Yesterday ***** replied back to me after I provided wiring instructions with the following:

  Good morning ****, Our funding wire did not post to our bank account yesterday. After speaking with the sending bank, I was informed that it won't post until next week. Immediately upon posting, your refund will be wired to the account information that you have now provided- *****.

  He then asks:

  ****, would you consider having your complaint details unpublished? I'm not asking you to withdraw the complaint, only if you would consider having the details unpublished. Thank you. - *****.

  Customer response

  02/08/2024

  After many excuses about wiring the funds and promising by specific dates we have not received any refund. I have checked with the bank every day and they do not see any incoming wire schedule to my account. It should only take 1 day to wire funds and be received.

  Customer response

  02/08/2024

   
  Complaint: 21071075
  
  I am rejecting this response because: Have not received the refund promised back on the week of January 8th where ********************* admitted we were due it and had promised to send it. Made more excuses as to why could not send the funds and when he would. As of to day nothing has been received. It's been a month. Please send the refund and provide proof of wiring.
  
  Sincerely,
  
  *********************

  Business response

  02/19/2024

  Once again, I apologize for my failure to respond. I've been in the hospital again and had another surgery; as a matter of fact, I was just discharged again today and following another MRI, I was informed that I will have to undergo one more surgery. In addition to my hospitalization, we had a number of further delays on our new company funding which interfered with our ability to proceed with ******************** refund on the dates I had promised. However, the issues that caused the delays have now all been completely resolved and our funding is expected to hit our bank account by the end of the week. I'm expecting confirmation of the release/transfer of our funding tomorrow or Wednesday. As soon as I receive the confirmation, I will let **************** know and upon receipt of the funding into our bank account, I will also advise him of that and will provide him a copy of the outgoing wire to his bank account. 

  From an earlier response, I still fully intend to pursue the legalization of the **** watercraft in ************* and once we have been granted the spotter exemption, I fully intend to provide **************** a new **** at no cost to him, both as a thank you for his patience and also as an apology that he became caught up in our internal issues. When everything is all said and done, I want **** to be a happy and fulfilled customer. 

  Thank you ~ *****

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

  Customer response

  02/24/2024

   
  Complaint: 21071075
  
  I am rejecting this response because: ********************* has yet to provide refund no proof of confirmation of the wire transfer. Enough of waiting on the funding issue. I already paid you, where is the money I sent you?
  
  Sincerely,
  
  *********************

  Business response

  03/05/2024

  Good Morning ****,
  
  Once again, I apologize that your refund has yet to be sent. Weve had several more delays in receiving our new operational funding, but our attorney/broker has nearly completed the necessities and anticipates that we will finally receive our funding within the next week or two. At that time, your refund wire will go out immediately. Im excited because that will also allow us to get moved into our new building and begin ramp up for production. Again, I apologize that you got caught up in our internal issues and that its taken so long to get your refund to you. Having our entire operational capital account stolen from us by our funding coordinator has caused an unbelievable amount of heartache and trouble, but thankfully, we are almost past that and will be ready to begin full operations again shortly. As a thank you for your patience and an apology, once we are back in production, I still intend to ship you your SOLO at no cost to you.
  
  Sincerely,
  *********************
  Pacific Watercraft Group, Inc.
  President
  P.O. Box 3064
  *******, ** 98073
  ************ (Main)        
  ************ (Fax)
  ************ (Cell)
  ************************************** 
  *******************************************;

  Customer response

  03/11/2024

   
  Complaint: 21071075
  
  I am rejecting this response because:
  I have not received my refund to date.

  Please send me my refund as soon as possible enough with the excuses.

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

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I have owned a fifth-generation hardware store for last 30 years and have purchased from many vendors. Trusting Pacific Watercraft Group and Robin Sells with an advance deposit on a watercraft has been the largest financial blunder I have ever made. On 8/22/22, I wired a 100% deposit to Pacific Watercraft Group, Inc for a watercraft (**** ********). I was told the unit was a prototype and was under the impression the unit was already assembled, tested, and operational. The unit was verbally promised to be delivered in October 2023 by Robin Sells (president, Pacific Watercraft Group, Inc.) When the delivery date came and went, it was disclosed the unit was still unassembled and awaiting FCC approval on the electronics. It was also disclosed that Pacific Watercraft did not currently have a physical location to assemble the watercraft. When calling the number on the website and leaving a message for the service department, I never received a return call on multiple occasions. It has been a year since paying for the unit and many estimated delivery dates have passed without action. The sales order states an "unconditional money back guarantee". Mr. Sells has verbally stated since February 2023 that if I wanted a full refund at any moment, he would provide it. When I did ask for a refund on 7/10/23, Mr. Sells verbally promised if the product was not shipped out by 7/20/23, he would fully refund the transaction with interest and my legal fees by wiring the funds to my account. Neither action has occurred as of this date. He claims to be waiting for external funding so he can process the refund. I was unaware the "unconditional" refund would depend on the current balance of Pacific Watercraft's checkbook and the pending approval of their external funding. -*** *******

  Business response

  08/15/2023

  Yes, Mr. ****** is entitled to a full refund. Our company has experienced several setbacks after suffering a major loss of our operational and manufacturing funds which has put us behind in our entire schedule and has also delayed the move into our new production facility. We have recently secured new production funding and are in the process of closing with a "hoped for" closing and receipt of funds yet this week. Upon receipt, Mr. ****** will be wired a full refund. As soon as we have moved into our new facility our intention is to provide Mr. ****** with a new boat on a no cost consignment for him to use and assess for several months as a courtesy and thank for his patience. If he should decide to keep the unit, we will make payment arrangements at that time. As a matter of clarity only, the unconditional money guarantee stated in Mr. ******** complaint from his sales order was incomplete. The sales order states " 30 day unconditional money back guarantee from date of possession". Nevertheless, he is fully entitled to his refund and we apologize that he became caught up in our internal issues which affected the completion and delivery of his boat and want to thank him again for his patience. 

  Customer response

  08/22/2023

  I misunderstood about the process of a 7-day response window and the case was closed, but I would still like to respond and proceed with the complaint process.  My response is as follows:

  As of 8/22/23, I have still not received any refund to my account.

  Business response

  08/28/2023

  Mr. ******* and I have continued communicating both by text message and by phone conversation.On Wednesday, 8/23, I texted him the following message: "Would you like for me to send you a company check by FedEx or UPS? You could deposit it immediately upon our receipt of our overseas wire." His response on Friday, 8/25: "I would take a company check. Ideally, I would like the funds wired to the account and then overnight the check back to you." At 11:21 am on the 25th, I sent him the following text: "Sending you a company check  by UPS today in the amount of $15,499 which includes $504 in attorney fees." This was followed by a forwarded email to him from UPS containing the tracking information.

   

  Customer response

  08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I appreciate the communication and on-going efforts of Pacific Watercraft to settle this matter.   As I mentioned to Mr. Sells, I will close this case upon full receipt of the promised funds within my bank account. 

  I wish to keep the complaint active until this occurrence.
  
  Sincerely,
  
  *** *******

  Customer response

  11/13/2023

   Yes, I would like to provide a rebuttal.
  
  I spoke to ************** after he provided his last response stating he would provide the refund in the next 7 days if I unpublished the complaint.  I reminded him that I had unpublished this complaint previously for 45 days after a similar previous promise and no action had occurred. I also asked if this 7 day period was real.  He then mentioned it "should be" within 14 days. There was never a guarantee.  
  
  I also asked if he could provide a small "good faith" deposit to prove he was serious.  He stated he had no money and did not offer any deposit.
  
  He stated his investor was aware of the complaint and if it remained published, this investor would deny this future funding that would occur within days.   ************** stated this funding package was for "22 million dollars".  I asked for the phone number of this investor or have the investor call me via phone.  I was told the investor does not communicate by phone.  I was also told the investor operates via an "agent in **************** have paid 100% for a "prototype" watercraft that was promised within months. It has been over a year with no results. There is no current building or employees currently associated with Pacific Watercraft.  I have sent certified letters to both addresses on file for Pacific Watercraft and both have been returned unsigned.  I have unpublished a complaint for over a month to provide ************** the opportunity to make good on his promise.  He did not.  Now he claims if I unpublish the complaint again, he will go from having no money to having 22 million within 14 days ( from this agent in *****).  ************** also claims this single complaint is what is responsible for the denial of this massive funding that was only days away from being sent to his bank account.
  
  After considering my options, I decided to keep the complaint published and told ************** all future contact will occur thru my lawyer.  I provided the contact info for the lawyer.
  
  ************** responded with a text stating "Well, they have clearly stated that they won't proceed with our funding.  I'll have no choice now, but to shut the company down and file bankruptcy."
  
  -*********************
  

  
  

  Business response

  12/06/2023

  On November 14th, in a text message to ****************, I let him know that our funding group was proceeding with our funding. On November 27th, in another text and later a phone conversation, I let him know that our funding was in transit and would still need to go through a series of clearing steps. In the meantime, while we are awaiting receipt and posting, I offered to send him a $5,000 good faith payment out of my own pocket. I asked him to confirm his bank's wiring instructions, which he did by email. On Thursday, November 30th, I wired him the first of two good faith payments of $2500.00. On Sunday, December 3rd, he confirmed by text, receipt of the $2500.00. On Tuesday, December 5th, I sent a text to **************** advising that I would wiring another $2500.00 today, December 6th, or tomorrow, the 7th. He acknowledged early this morning by text and thanked me.

  Customer response

  12/12/2023

   
  Complaint: 20468616
  
  I am rejecting this response because:

  The term "rejecting" sounds harsh in this instance, but I do not wish to close the case quite yet.  Therefore, that I why I have chosen this option.

  As promised, ************** has wired a partial refund of $5000 to my bank account. I do appreciate the deposit and wish to keep this case unpublished pending future deposits as promised.  The verbal timeframe given for the remaining total refund would be in the next 60 days.

  Again, I do appreciate this recent action made by **************.

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

  Customer response

  02/23/2024

   Good afternoon -
  
  On 12/12/23, I was told by ************** that the remaining amount of my refund would be sent within the next 60 days.  As of today (2/23/24), I have not received any of this additional refund.  I have received numerous verbal promises that the refund would always be occurring within a few days. However, none of the promises have ever materialized into an actual refund.  
  
  -*********************
  

  
  

  Business response

  03/05/2024

  Good Morning ***,
  
  Once again, I apologize that your refund has yet to be sent. Weve had several more delays in receiving our new operational funding, but our attorney/broker has nearly completed the necessities and anticipates that we will finally receive our funding within the next week or two. At that time, your refund wire will go out immediately. Im excited because that will also allow us to get moved into our new building and begin ramp up for production. Again, I apologize that you got caught up in our internal issues and that its taken so long to get the balance of your refund to you. As a thank you for your patience and an apology, once we are back in production, I still intend to ship you your SOLO at no cost to you. Ill be in touch. ~ *****
  
  *********************
  Pacific Watercraft Group, Inc.
  President
  P.O. Box 3064
  *******, ** 98073
  ************ (Main)        
  ************ (Fax)
  ************ (Cell)
  *******************************  or ************************************** 
  *******************************************;

  Customer response

  03/06/2024

   
  Complaint: 20468616
  
  I am rejecting this response because:

  I wish to keep this complaint open until the full amount of the refund is received.  Many promises have been made over the last 90 days about a full refund that would be occurring within days.  None of these promises have turned into reality.  Now, this is yet another promise to add to the many unfulfilled.

  I also contacted the ************** about the legality of this unit.  They informed me there is the strong potential this unit will no longer be considered legal to operate in the near future.  I do not wish to receive this unit at all.  Instead, I wish to receive the full refund that I originally asked for last year.

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

*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. ↩