This review details the few months after a sale of what it's like to use Broker's as a dealer. My…read moreexperience has resulted in repeated mechanical failures on a new $40G Lund boat purchase as a direct result of Broker's lack of attention to detail, not following manufacturer warnings, adhoc policies that appear to be designed to roadblock efficient remediation of warranty issues, poor communication follow up, and a dealer that takes no responsibility post-sale for their mistakes.
Purchased a new Lund boat from Broker's Marine in February 2017. Scheduled pick up for the spring. Sales person was awesome, but stopped working there before delivery date. no contact was made to provide continuity of the sale.
Transferred to parts department and Nathan Churchman to pick up boat. Broker's ended up being late for the date due to not scheduling the arrangement.
Arrived to pick up the boat and Nathan pushed to get the boat to be taken within minutes of my arrival. There was no pre-inspection completed and he became frustrated when I wanted to ensure that everything that was agreed to was in place. The mechanic stepped up and offered to provide an orientation on the boat, although Nathan repeatedly asserted that this wasn't his job and that the boat needs to be gone. I'm immensely grateful to the mechanic who compensated for Broker's lack of customer delivery protocols for pre-delivery orientation, inspection, or customer satisfaction processes to ensure that everything was in order as expected before a customer leaves.
There was a missing piece, the transom saver which Broker's installed incorrectly and required me to go to the manufacturer before Broker's owned up to the error and supplied a new one.
The first trip out to the water, boat tire pressures were spec'd at 50 PSI. Only one was at this, the other at 30 PSI and the spare at 60 PSI from Broker's Marine assembly.
Boat was delivered nearly empty of fuel, and failed due to no power at all at the motor. Contacted Nathan to help ID any obvious problems; Broker's couldn't and wanted boat returned (3 hour drive - one way).
Googled the issue and it was quickly clear that this was common with a fuse under the motor cowling on the ETec Evinrude motors. Also on the blog (Barnacle Bill's Marine - awesome blog!), it was noted that fuses go for a reason and its usually some short, somewhere.
With the electrical working, fuel gauge wasn't working. Behind the gauge Broker's hadn't attached the sending unit to gauge (even different ends) or tightened the wiring on a common ground post, causing the short that blew the fuse. Brokers was advised through Nathan; no reply other than his concern and I might hear from Jeff; didn't. It was like this wasn't Broker's fault that it wasn't installed correctly.
One of the bunks (that the boat rests on the trailer) developed a hole in the covering. Nathan now didn't work at Broker's and this time I was put over to Nicole and assured that service would be better.
Sent her pictures of a bimini support being bent issue and requested replacement parts to be sent, she agreed that there should be no problem dealing with Lund and getting this done with the pics only.
After not hearing back for some time, I followed up and provided the information on the bunk too. Broker's story changed to Broker's now had a policy that requires customers to drop their boats off for an indeterminate amount of time so videos and pictures can be taken by them before the manufacture is contacted. It was unacceptable for them to order parts and install them while I waited, but would talk to Jeff again.
After not receiving any communications I contacted Broker's again and was told that Jeff was away riding his motorcycle and the issue still hadn't been discussed. Waited a week again, and again had to follow up and was told again that this was their policy. Period.
EZ Loader trailers was contacted directly; they advised they didn't need videos from dealers; sent them the pics and within a day, EZ Loader trailers had answered that this was not a defect in workmanship, (but yet again) a dealer assembly issue as Broker's Marine had placed the bunks directly under the rivets, or strikers, of the boat as noted not to do in the owner's manual.
Within a week, a new bunk was delivered via Purolator to my door.
The EZ Loader manual has a warning that the bunks need to be positioned so they go past the rear of the transom to avoid transom damage, looking at the trailer - they don't. Not another error from Broker's but their reply was that staff are no longer allowed to correspond with me and need to use phone contact only to discuss with Jeff. Again, EZ Loader quickly answered.
Broker's was selected because of their pricing and generally brief good reviews. Price alone means nothing though if there isn't value. Pricing is good, but relook at everything in detail before you sign off. Once you leave and they have your money, you can count on being forgotten
