I have been a customer for probably about 16 or more years. Their customer service was always really poor but I put up with it for the location near multiple lakes. As a long standing customer, I will tell you a few things. 1.) I stored my boat with them and it would take them up to six months at times to cash my check. I had to take a ride from MKE to Oconomowoc multiple times to ask them to cash my check as they don't answer the phone. 2.) On more than one occasion I had a rodent problem during winter storage. The last time rodents chewed through wires. 3.) I had repairs done with them and they were always late, frequently saying next week and then next week again ad infinitum. I remember one time, I called repeatedly because no one answered the phone. The owner finally answered and said, "I cant get any work done with the phone ringing off the hook." Hire someone to answer the phone. 4.) One time during the run up for summer storage, they threw my boat cover in what looked like Dextron fluid completely soaking the back half of the new cover. I politely called the owner ( he finally answered the phone) and his response was, "We're only human." Understatement of the Century. 5) Lastly, I had been with them so long, there was a time when you could do minor repairs in their boat yard. Apparently that changed somewhere along the line and they never told me. There is fine print on the bottom of the storage agreement. You'd think they'd tell long-standing customers about the policy change. I recently spliced a wire in my boat which took a bit longer than an hour, apparently the owner saw I was on the property that long after reviewing his surveillance tapes. He calls me at work. I say, "Hey what's up , "and the owner starts barking at me loudly. Come get your boat, we'll return your check. I had just paid. I asked why. He said I told you not to work on your boat on the yard. I told him he had not and if he did, I would have done the repair elsewhere. He started yelling, YOU SIGNED A PIECE OF PAPER. YOU SIGNED A PIECE OF PAPER - apparently referencing the rental agreement. I got angry and said I've been a customer for almost 20 (expletive) years and he had watched me install my boat seats in the yard years ago. I didn't know the policy had changed. After that the owner said, "I don't appreciate your language and we'll have to see what the insurance says after uploading the tapes (whatever that means). After that I was finished. Convenient location to the lakes wasn't worth it. I came and pulled the boat the next day and the secretary gave me back my check. The owner wasn't around. Yes I should have read the fine print but when a customer has been with you that long, you should probably tell them about the policy change or they will assume it's business as usual. I learned a lesson. I will never ignore so many red flags for the sake of convenience. Avoid this business like the plague. The owner needs a lesson in customer service and how to treat people in general. (I've added the photos of the rodent damage done to my boat the second time during winter storage and photos of where they soaked my boat cover in a Dextron-like fluid by throwing it on the shop floor. If you want to be treated poorly, Retzlaff Marine is your place.) read more

See all

Awful! They don't call customers with updates. They don't return calls. Their tech is clueless. They had my boat for over 3 months this summer. Twice they told me it was fixed but in less than an hour on the water, the same problem arose both times. It was finally fixed after I called the engine manufacturer and had the corporate service director contact the dealership to walk them through the repair. Awful! Do not use. Ever! read more

I had an audible alarm on my boat but all alarm leds were normal. I figured i better be safe thatn sorry and reached out to retzlaff as they were the closest certified honda dealer. I explained to the owner the symptoms to the best of my ability. They told me they would be able to get to it in a week. about a week and a half later i decided to call and check progress. apparently they had started the troubleshooting process and had to stop because they had questions which again i answered to the best of my ability. about a half week later i got a call saying it was complete and that the cooling intake vents were clogged $200 some dollars. i picked up the boat happy it was fixed and couldnt get on water for about 3 weeks, busy. Finally i was able to get on water and within minutes the alarm was going off. frustrated and unsure of what to do we got off lake and went home. My wife was googling the symptoms and we found that the honda 4 stroke outboard has a fuel water separator with a float alarm. we watched the video on how to disasemble, empty, reassemble, and boom problem solved. My complaint isnt with the time i didnt have the boat almost 3 weeks. its the fact I paid 200.00 and the problem wasnt solved. I would liike to believe that when you take a boat in for service that there would be some type of minimum check list a mechanic especiaily a certifed mechanic would preform to rule out the issue and or even find others. The fact I waited 3 weeks for the expert to wash out my intakes charge me $200.00 and not solve the problem is what chaps my ass. My wife and i are not mechanics but also not inept. The fact we were able to fix the problem via a youtube speaks volume to the fact that they are not qualified to repair a cardboard box. read more

WARNING: DO NOT USE THIS COMPANY!! If I had the ability to score them with zero stars I would. To start, I would like to say that we were customers for nearly 10 years and really simply endured their terrible service based on the ease of utilizing their location; as well my wife always thought they were nice people despite their poor service. Over the course of several years we came to understand that we needed to request getting our boat out of storage 3-4 weeks before we really wanted it as they never could get their act together and pull it out of storage in a reasonable amount of time. Well this year really pushed us to seek other storage/winterization/repair options. We turned our boat into them in the October/November time frame as we did every year with a list of items to address. Everything went fine when dropping the boat off. We then began the pain staking process to have our boat pulled out of storage in the beginning of April. Each time we called, they mentioned they would contact us and the boat would be ready to pick up the following week. Each week came and went with no call back, us following up with them, and again stating the same thing they would contact us the following week and the boat could be picked up. Finally, I believe it was the last week in April they stated that none of the work had been started and they needed to address it before we could pick the boat up. They mentioned in the next week this should be done and they would call us to pick it up. Again the following week we contacted them (No Call Back) and they said the work was completed, but they still had to test the boat to ensure it was in working order before pick-up. So the pattern continued and they said they would call when this was completed the following week and we could pick it up. Again no call, we called them... They stated that now the starter isn't working and needs to be repaired... This is a 2 year old boat and the starter worked perfectly when we turned it in, never a problem since we purchased the boat.......... I had a very heated/frustrated phone call with (I believe his name is Andy) stating that he better cover this repair and we would be picking the boat up the following day or we would be taking legal action to make this happen(This is now nearly 6 weeks from our original request). Surprisingly, all of a sudden they were able to make all of this happen (In 1 day!!) when bringing up legal action to get the boat. However now after using these guys for 10 years they don't trust that we will pay and are requesting a cashier's check................ Happy to get The Cashier's Check requested and end our relationship with them!! DO NOT USE THIS COMPANY..... TERRIBLE SERVICE..... MANY TO CHOOSE FROM WITHOUT THE HEADACHES! read more

I have stored and maintained our pontoon boat at Retzlaff's for the past 8 years. They pick up the boat at end of season and bring it back when the season begins. Brian their manager, has always been friendly, courteous and informative. If he didn't have an immediate answer for me, he would do a little research and get right back to me. This year the impeller broke while out on the lake. I called Brian and he sent D J and Dave to pick up the boat, they fixed it the next day and got it back to me by the third day. What made this so special is that I know they were swamped with the delivery of boats. However, once I told Brian about my grandkids coming over for a promised ride he expedited everything. D J and Dave always have a smile on their faces and are quick, prompt and professional during pick up and delivery. Retzlaff's is fortunate to have individuals of this caliber represent their business. read more

Terrible customer service. Poor communication. Taking over 6 weeks to get a boat lift in and then sends out a mass email saying the weather was bad and hopefully they will have all lifts in by Memorial Day. ...As we sat and watched other companies out the window put in boat lifts during the rainy, windy weather. read more