Disappointing Experience With Ongoing Service and Communication Issues…read moreIn 2023, I purchased a new 21-foot Sea-Doo Switch (230 HP) from Kentville GL Power Sports. Unfortunately, my experience with both the boat and the dealership's service department has been disappointing.
Within the first week of ownership, I began experiencing problems with the cruise control and reverse/brake system. After using cruise control, it would sometimes fail to re-engage once disengaged, and the reverse/brake system would also stop functioning. The only way to restore both systems was to shut the engine off and restart it.
I contacted the dealership and was told the issue required a computer update. I brought the boat in, and after service I was told everything had been corrected. However, within two weeks the exact same problem returned and continued throughout the remainder of the 2023 boating season.
In 2024, I again experienced the same issues. I brought the boat back to the dealership for a recall and specifically asked that the cruise control and braking problem be investigated. Once again, I was told everything had been checked. Unfortunately, the same problem continued throughout the rest of the season.
The issues persisted through 2025 as well.
In 2026, shortly after putting the boat in the water at the end of June, I encountered a new problem. The boat began losing most of its power. I contacted the dealership and brought it in for service. A few weeks later, I received a call advising that they had conducted a water test and found a cracked manifold. I was then informed that they wanted to conduct a second water test, but I would have to pay for that test despite already paying for the first one.
In September, I received a call asking when I planned to pick up my boat. The problem was that nobody had contacted me to tell me the repairs had been completed. I advised them I had not received any notification and would come in within a few days.
When I arrived to pick up the boat, I was presented with a bill of approximately $2,100. While reviewing the invoice, I noticed I had been charged for a third water test that had never taken place. To the manager's credit, that charge was removed once I pointed it out.
During that visit, I spent approximately 20 to 25 minutes trying to explain that the cruise control and reverse/brake issue was the same problem that had existed since the boat was new in 2023. Despite the discussion, we were unable to reach any resolution, and I left feeling that my concerns were not being addressed.
After bringing the boat home, I noticed that a yellow strap had been added to secure the boat to the trailer. Upon closer inspection, I discovered that the winch strap itself had been broken. My concern is not simply that the strap was damaged; it is that nobody informed me about it before I left the dealership. Had I been told, I could have replaced it immediately. Instead, I discovered it on my own and now have to source a replacement before I can safely winch the boat onto the trailer again.
Another factor that adds to my frustration is the distance involved. The dealership is approximately 130 kilometres from my home, meaning every service visit requires a 260-kilometre round trip. While that is inconvenient and costly, it is still less expensive than paying the dealership's transportation charges of roughly $300 for pickup and another $300 for return delivery.
I do not enjoy leaving negative reviews, and the staff I dealt with were generally courteous. However, after dealing with the same unresolved issue for several years, making repeated trips to the dealership, paying significant repair costs, finding an incorrect charge on my invoice, experiencing poor communication regarding completed repairs, and discovering damage to my trailer equipment that was never disclosed, I feel compelled to share my experience.
When a customer purchases a new boat and continues to rely on the selling dealership for service, they should be able to expect accurate diagnostics, effective repairs, clear communication, and attention to detail. Unfortunately, that has not been my experience with Kentville GL Power Sports.
Rating: 1/5