Very poor customer service
I had a very poor experience with Mountain Motorsports, unfortunately. I had bought a SeaDoo GTI watercraft from them last year. At the time, they were still recovering from supply chain issues and chip shortages, and were unable to provide me with the programmable key to secure the craft. I was issued a generic key which would let it start, and they promised to get me the secure key when they could. Fast forward to June 1 2023 when I received letters from BRP (the manufacturer) stating that 1. There was a serious recall connected to the seat latch of my unit, and 2. They had the programmable keys in stock and I should schedule the work.
I contacted Mountain Motorsports and explained what I needed. I was told this was a quick inspection of the recall area and for programming the key, no more than a day’s worth of time. We made the appointment for June 6th to bring the boat in for this service.
When I didn’t hear anything that day, or the next, or the next I called them back for an update. I was told the work was scheduled to be completed Saturday (June 10). This was odd to me due to what I had been previously told, so I pressed further and asked if they had the part in stock or what was the delay. After a lengthy hold, the gentleman came back and told me the initial tech had misunderstood my request and they needed to order parts. He said that they checked and it should be only 1-2 days, so I could potentially have my boat ready June 9th or 10th, otherwise it would be early the following week.
I heard nothing back from them Friday or Saturday. They are closed Sunday and Monday, but then nothing again Tuesday, Wednesday or Thursday (June 15th). I called back to check for status and was told they were still waiting on the part but that it should be soon, a day or two at the most. I heard nothing back Friday, Saturday, (closed Sun and Mon), Tuesday, or Wednesday. At this point I’m getting very frustrated so I called and asked for the service manager and was told he would call me back, that never happened so I called back yet again on Tuesday June 20th. I was told that the part had arrived and the boat would be ready “today or tomorrow” (i.e Tuesday or Wednesday June 21). When I asked why I had not been contacted, I was told the tech tried but my voice mail wasn’t working. I had no missed calls and verified with my carrier that there were no issues with my line, so that was quite odd. Again I hear nothing Tuesday, Wednesday, or Thursday. On Friday (June 23rd) I called back yet again and was told that the key was ready but they were waiting on a certain sticker to place on the boat and it could be a few more days. At that point I insisted on picking up the boat and they could mail to me whatever sticker was needed. To add insult to injury, when we went to pick it up we were told it was stuck in the back and it would be 15 minutes or so to get it unblocked. An hour later, after we again reminded them we were waiting, we had our boat (2 ½ weeks after we left it with them).
My main issue with this company was the complete lack of communication and the utter disregard for holding my craft for so long. If they had told me a part needed to be ordered, they could have done that and I would have just brought the boat in when it was in their hands. So we lost nearly 3 weeks of usage in what is already a fairly short season for watersports in our area. Had it just been the key, I could have waited until the off season but the recall forced us to do this in June, they advised no usage of the craft until the inspection could be made.
23. juni 2023
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