How to Complain

When a problem with your boat or engine arises, create a paper trail. Telephone conversations are fine, but file a written complaint with the manufacturer or dealer, stating the nature of the problem and how you would like it to be resolved.

Include photographs, marine survey reports, written repair estimates or invoices to document your complaint.

BoatU.S. recommends sending complaint letters to company presidents or service department managers. Contact the BoatU.S. Consumer Protection Bureau, 703-461-2856 or ConsumerProtection@BoatUS.com, for names and addresses.

If the company does not respond in a satisfactory, way, send the Consumer Protection Bureau copies of your complaint correspondence.

The Bureau mediates complaints on behalf of BoatU.S. members. We handle hundreds of complaints each year and have established productive, working relationships with most of the major marine manufacturers. During our mediation process, we keep the lines of communication open until a reasonable response is received. We are usually able to help both parties reach an amicable settlement without going to court.

All complaints and comments from consumers are entered into our database, which is available as an online resource for BoatU.S. members at http://my.boatus.com/consumer/database.aspx. Many boat owners contact BoatU.S. to learn about problems with specific models and how companies respond to complaints.

BetterBOAT

In our continuing effort to improve the boating experience for consumers, BoatU.S. has established the BetterBOAT dispute resolution program, a cooperative effort with the National Marine Manufacturers Association (NMMA) and the Marine Retailers Association of America (MRAA). A peer review panel, with members from BoatU.S., NMMA and MRAA, works together to develop non-binding solutions to complex, multi-party complaints.

Salvage Dispute Arbitration

BoatU.S. established a Salvage Dispute Arbitration Plan in 1989 for use in recreational boat salvage disputes. Disputes usually involve salvage companies and marine insurers, but may also involve uninsured boat owners. The Association’s Salvage Arbitration Plan helps resolve disputes in an unbiased, inexpensive and timely manner through a three-member panel of arbitrators appointed by the parties to the dispute.

The arbitrators are marine professionals with a minimum of five years experience in recreational boat salvage. They may be salvors, marine surveyors, insurance adjusters or admiralty attorneys.
The arbitration fees are split equally between the two parties, with a maximum cost per party of $1,000, which is collected at the end of the procedure. There are no pre-arbitration set-up costs, no travel or hearing costs or additional legal fees associated with this plan.

For information, contact the BoatU.S. Consumer Protection Bureau at 703-461-2856 or www.boatus.com/salvage.