So just for the sake of being transparent, my overall rating is an average of the following: - Boat and Motor Super Store (*B&MSS) sales team - B&MSS's service department- Key West Co.
B&MSS's sales team receives 4 stars. Those guys were helpful and made the process of purchasing my boat fairly painless and simple. However, let's be honest, a majority of companies will have this approach because they are trying to earn your business so while they probably deserve a 4.5 or 4.75 they get a 4 because in my mind the sales period isn't where the separation between companies comes into play. It's how they treat their customers after the fact. And that's where the scores plummet.
B&MSS's service department receives 1.5 stars. Where to begin? Let's start with probably one of the worst companies I have ever dealt with in regard to returning your voice mails. Literally 95% of the time it was me reaching out to them to get an update even though basically every time they assured me they would follow-up with me for updates. I would even confirm while on the phone that they were going to call me back but it wouldn't happen. Furthermore, my last encounter with them dealt with cracks in the floor deck that stretched from bow to stern (this is also what I will be discussing under Key West's rating). I sent pictures the first of December of 2022 so they could send to Key West.
Over a month passed, and nothing happened. Apparently, it is the slow/down time at Key West headquarters. Finally, after waiting until early March I get a response from B&MSS's service department that the gel coat is out of warranty (by 3 or 4 months just FYI) so it would cost me to have the cracks repaired. So why wouldn't someone at B&MSS confirm this up front and advise? Against my better judgement I scheduled a motor service with them while the boat was on site, for their fiberglass person to review the cracks. I tried to put a hold on that the day after agreeing to the service to wait and see how the crack issues played out but alas.... they had already completed the service. See how when it's money they will get they are right on top of things. Then, you're reminded that you have 3 days to pick your boat up or they start charging you. Lastly, after advising me that they couldn't help with ANY of the fiberglass repair bill, the person behind the counter of the service department starts to brag how someone will be spending upwards of $100k to update their boat. They couldn't volunteer $500 toward the fiberglass repair knowing what they would clear on that one job? Key West Co. receives a 1 star. The boat in itself is good. However, it is my hypothesis that Key West was putting out sub-par fiberglass because of the overwhelming demand that the boating industry overall experienced during the COVID shut-downs. Even before the deck cracked, I had to have the main storage compartment lid on the bow replaced because it suffered severe cracking not even 3 months in. I was irritated because of it being a brand-new boat but didn't think it was linked to a bigger problem. Not until the latest cracking issue mentioned above. It is my opinion, that either the fiberglass formula was changed, the boats were being manufactured and released too fast not allowing for proper curing or a combination of both.
I called Key West and was told that I could haul my boat to SC and they would fix it for free. On the surface that is great. But think about that, you have to trailer your boat from FL to SC which means gas, food, lodging, wear and tear on your vehicle and boat trailer. That's not one round trip.... it would end up being two. Who can do that? One of the most disappointing things to me, is a company that doesn't stand behind their products. I understand things happen and they can't be on the hook for every issue a boat owner has. However, it should be fairly apparent that this was related to a systemic problem with the fiberglass and at a minimum, offered to split the cost with me. However, like B&MSS, they threw their hands up saying "it's out of warranty." So, if they're willing to cover the cost of repairing at their SC plant, what is the difference in covering the same cost at B&MSS?
So overall, the rating for my Key West boat and their dealer comes out to be just over a 2. In short, be sure to ask around and get advice on fiberglass quality of ANY brand you are considering. Also be sure to ask what their gel-coat warranty is. Maybe all of them are 1 year. If so, that just tells what confidence a boat manufacturer has in their product. Hopefully for everyone else out there that purchased a Key West boat within the last 2 years, have not had the same issues that I have. For all of the above, I will not be recommending B&MSS or Key West boats to anyone I know, at least for the time being. If, after talking to other Key West owner's, it seems like this was an isolated incident, maybe. But, I for one will definitely look elsewhere when I purchase my next boat. read more
