Three River’s Marine experience

[uxojoe]

My first post here. I lurked a ton before making my purchase. I love my boat, but…

February 27, 2022

Greg Little
Vice President of Operations/Owner
Northwest Marine Industries LLC.
809 Harris Ave. Building 6
Bellingham, WA 98225

Dear Mr. Little
I love my 2020 C-Dory Tomcat 255, so this isn’t a letter to complain about my new boat. It's exactly as advertised by NWI, and I’m more than pleased with its performance and layout. I named her Matt Foley.
Unfortunately, I’m writing you to complain about your Florida dealer, Three River’s Marine. This is my first time writing one of these, but I’ll try to be brief and factual, leaving my personal opinions out, as much as I can.

Pre-sale issues:
The boat was promised to be ready on the 15th of November. I rented a house on the water for a week, with a dock, in preparation of several long shakedown cruises. The boat actually wasn’t ready for a sea trial until the late afternoon of the 19th. I didn’t get to use the dock. Prior to my arrival in Crystal River, I offered several times to delay my pickup of the boat, to even after the holidays, but was told that it wouldn’t be necessary and that the boat would be ready Monday. It’s a 2000 mile round trip drive for me, so it’s not like I could just go home and come back later if the boat wasn’t ready.
I did not get any shakedown cruising in before leaving Crystal River, as I had to start chemotherapy back in Houston on the 22nd of November. I couldn’t move that date. Michael DeBakey Veterans Hospital isn’t easy to work with at all. Three River’s was fully aware of my limited window to pick up the boat.
My boat packet was used. It was crumpled up and missing things. The paperwork that was included, was for someone else’s boat. It had their name on it. I had to request the correct packet. It turns out the packet had been used by a potential buyer of my boat, for months, ruining, not just the presentation for the binder ($200,000 boat), but the actual paperwork and manuals. I have no way to know if anything was missing.
I was convinced by the salesman to sign the the financing paperwork before the sea trial. I protested that I’d be in bad shape if something was wrong with the boat if I signed before the sea trial. It was explained to me that I had nothing to worry about, because it’s a new boat and under warranty. So against my better judgement, I signed before getting the boat wet.

Post Sale Issues:
The props were reversed, which was discovered as soon as the salesman put the boat in gear on the trailer. Three Rivers Marine had no prop wrench, so I waited for an hour while someone went to get one. It was explained to me that the factory put them on the wrong sides.
After switching the props, the boat was launched. Within a mile of the ramp, the water in fuel alarms went off on both engines. Three Rivers Marine, cleared the water from the engine filter and the external fuel water separator, with my tools, as they didn’t bring any of their own. All the contaminated fuel was drained into the bilge, and then discharged directly into Crystal River. This was the end of the sea trial. The boat was out of fuel and we had to turn around. I learned nothing of the boats systems and spent only a few minutes behind the wheel.
Back at the boat ramp, I discovered that the trailer winch was incorrectly assembled. I pointed out that the winch handle didn’t even clear it’s own mounting plate and the bolts holding the winch to the trailer were not fully seated. Three Rivers cut the plate so the handle would turn. No attempt was made to fix the mounting hardware. This is a Float-On trailer, I’ve made several attempts to get Three Rivers and Float-On to fix this trailer, but no effort has been made by either company to honor their warranties.
I specifically requested, and was informed, that the boat had been waxed. Three River’s only waxed the hull. The superstructure had none on it. As this boat had sat in the Florida sun for a year, the top was oxidized and had to be compounded before being waxed, costing another $625. This isn’t something I can do myself, as my service connected disabilities severely limit the use of my hands.
The registration paperwork sent to the state of Texas was dated September 9th, so as soon as Texas got it, I had to pay a late fee. I paid $900 for this service to Three River’s Marine, then the late fee to the state of Texas, on top of that. As soon as I signed for the boat, I was going to have to pay that late fee as I was over 30 days late registering it, on paper.
The fish box macerator pumps were both broken. The clamp that holds the pump together had dried out and shattered on the starboard side. It came apart on the port side as well. I requested replacement clamps. I did not receive clamps. I received replacement pumps a month later. Three River’s also sent a replacement Suzuki C-10 gauge, which I requested, as the original didn’t work properly on the sea trial. Two of the 4 buttons didn’t work. Specifically the Menu button and the Up button. Three River’s Marine was aware of the problem. They didn’t mention it until I found out, when I got home, that my only engine gauge for my 2 engines, didn’t work.
The main bimini bow bent the first time I exceeded 40mph in the boat. The dealer installed 7/8” aluminum bows bent outward. There was a good deal of wind that day, including gusts over 20mph, so I’ll take responsibility for not stowing it. I assumed the bimini would hold up to the boats speed since it was securely attached to the cabin. When I requested help getting a replacement, I was ignored by Three River’s. It turns out the company Three River’s Marine used for this bimini is out of business, making any sort of warranty from the manufacturer impossible to use.
The sliding windows were stuck closed. Three Rivers forced them open, tearing the glass to glass seals out of their tracks. The fuzzy ones.

Dealer installed options-
Three River’s Marine installed radar is mounted directly to the roof without wedge or spacer. This gives it an inconsistent blind spot from 500ft to 1 mile. The VHF radio will not reliably transmit. The spotlight is mounted on an angle directly to the roof making panning left and right impossible. The speaker lights worked once, and not since. There is various wiring laying unsecured in the bottom of the bilge.
I have pictures of everything, copies of texts, and emails. I didn’t think to record the phone calls, but there were only a couple post sale. Once I realized what they were doing, I stopped using anything but written communication, if at all possible.

The Present
I informed Three River’s Marine that I’d be in town soon to have these issues resolved and that I needed assistance getting a slip rented. On February 15th, I sent Three Rivers Marine a Nebo link to track my progress. On February 21st I emailed them my current arrival plans. I spoke to someone at Three Rivers during that time period, and let them know I was on my way. This individual was unaware that I was enroute . They had called me to inquire on when they’d be receiving their broken pumps and gauge. I informed them that I’d be there in a few days, weather dependent.
I called. I emailed. I texted. Weeks in advance. I arrived Friday, called them, was told someone would call me back. I waited at anchor Friday and Saturday for someone to call. No one did, and no one has as I write this letter. I left Crystal River yesterday evening with nothing resolved.

Conclusion
I shouldn’t have signed anything until I completed a successful sea trial. I knew it then, and I really, really know it now. I was caught up in the excitement, and I trusted them, to my own detriment. Who would screw over a 100% disabled veteran trying to have one more adventure, while he still has time, before he gets put into a home or a box? Three River’s Marine, that’s who.

What I wish I could expect
I wish I could expect a full refund of the trailer, including tax, title and license fees, accrued interest and the incurred late fees. This is not negotiable at this point. I have many, many emails and texts over the last 4 months begging for help with this trailer. I’m done. I want my money back.
AND
I wish I could request funds from Three Rivers Marine to hire a 3rd party contractor to perform all necessary repairs to my new boat. Including reimbursement for repairs already completed by me. I have receipts.

OR

Three Rivers Marine sells me my own boat again, as used, with no implied or inferred dealership warranties. This would result in refunding me 20% of the boats price, plus 7% per year devaluation. That comes to a 34% refund of the purchase price, or approximately $68,000. The actual dollar amount is probably a bit less, but 68k is in the ballpark.

What I think I’ll actually get
Nothing.
I think I’m totally screwed here. They won’t do the warranty work, and I can’t make them, they certainly won’t refund any of my money or pay for repairs. I suppose I could get a lawyer, and go through the legal system, but honestly, I don’t think I’ll live long enough for that. And I don’t think I can handle anymore drama.

Why I’m writing you.
I just thought you should know what kind of people are putting their name on your boats. I can tell the difference between a crap product and a crap dealer. Many people can’t. I removed their name from my boat today and if anyone asks where I got Matt Foley, I’ll change the subject.

Sincerely yours,

Joseph H. Stultz
C-Dory Tomcat 255, Matt Foley
Angleton, Texas 77515

[T.R. Bauer]

I'm sorry for all this - yuck....sounds terrible. And thank you for your service to our country. Customer service is a lost art with many places and with many people. While I'm at it, so is doing what is right. Bad experiences can be had in the best of dealerships. I used to work in the RV world a long time ago and one of the things the sales manager used to preach in every meeting was taking really good care of the customers as people don't need an RV and they can buy one 5 miles across town from the other dealership. He used to yell at us all the time in parts and service to fix whatever was wrong with the unit and for the most part, that is exactly what we did. With that said, the sales side of things had things go completely sideways and escalate out of control on occasions. Sometimes they owned the mess they made, sometimes we inherited the mess the RV manufacturer created - either way somebody was pretty upset. The boat world is no different.

The good news is it doesn't sound like there is anything seriously wrong with your boat - thankfully. It's all really annoying avoidable stuff that should have been taken care of with pre-inspection at the dealership. I know you expected a fantastic boat that was ready to roll and I'm sorry that didn't happen. And that is on the dealership. The pre-inspection process didn't happen. Or the some slime ball in sales ordered the lube tech, who has no idea what he's doing, to do it - which I have seen happen by the way....I wonder how that turns out?

Anyway....you will get it worked out and I hope they make an attempt to make things right again with you. Here's to hoping your second post is to happy you are that everything is resolved and how much you love your new boat

[Alan]

Outrageous.

All the best going forward.

[thataway]

We are sorry to hear about such a negative experience. I have some similar experiences, with other dealers. No excuses. There seems to be a premium on new boats in the last couple of years (COVID). Often the deal they ers are understaffed. Or they just don't care.

I had as many issues with my new Tom Cat in 2006! In that case they were mostly factory issues--but some the dealer should have fixed. Also my boat ran out of fuel, The dealer and mechanics left before the sea trial, because they had to go to a birthday party. (The Tom Cat probably cost Half of the price today at that time.)

On the other hand my Float On Trailer was perfect.

Look at it as a bumpy road, and something that will make some great fireside stories. 10 years down the line.

[Z50]

I purchased my Dory from them as well. My experience was as bad if not worse than yours. I have complained to Greg multiple times. I dont think they really care.

[hardee]

uxojoe,

First, Thank you for your service to our country. Salute.

Your story should make NMI shudder to the core, and then there should be a whole big rainstorm of molten lava falling around that dealer, but, in reality, I find it hard to believe any of that will happen. 5-10 years ago, the C-Dorys were sold by a group of highly competent, knowledgeable and conscientious dealers. Times have changed, those dealers were dropped (EQ Marine, Wefings, Sportcraft to name a few) that knew C-Dorys, took care of their customers and stood by the product. Not happening so much anymore. It is sad to see the reality of our country doing the down hill slide with regards to respect, responsibility and moral obligation.

I hope and pray you get some retribution, that you get made whole and that the responsible parties step up to the plate. That would be so good to hear.

You have certainly done your part. I agree, the lawyer route, will take forever, the lawyers will make a mint and you might get enough to pay for new oarlocks on the dingy. Going forward, Three Rivers and NMI should know that the best UN-advertising is an unhappy customer.

Wishing you all the best as you continue to get through and ahead of this.

Harvey
SleepyC

[hardee]

It would be interesting to see any follow-up on this, either from 3 Rivers or NMI.

Harvey
SleepyC