Problem Solvers brings Broken Arrow man satisfaction with boat problems

BROKEN ARROW, Okla. -- A Broken Arrow man says his new boat was trouble from the start.

A broken motor left him stranded on Fort Gibson Lake.

He bought it six months ago from Bass Pro Shops, and something didn't add up when he took it back for repairs. That is until he called the 2 Works For You Problem Solvers to help get his money back.
 
Darrell Steffens loves to fish. So, he treated himself to a new boat for the first time in 37 years.

He paid $31,000 in cash at Bass Pro Shops Tracker Marine Center, plus another five-thousand dollars for accessories.

But, the first time he took it on the water something was noticeably wrong.
 
“The motor had a really bad vibration,” Steffens said.  “It would actually shake the trolling motor on the front of the boat.”
 
The third time on the water the motor caught fire, stranding him and his wife.
            
“It had melted the cables all the way down and the batteries inside,” Steffens said.
 
There was smoke everywhere.  He took it back to the service center at Bass Pro Shops, where the motor manufacturer, Mercury Marine, said he needed a new motor.
            

“I’ve got a letter from Mercury Marine where they said they talked to [Bass Pro Shops] and told them to put a brand new motor on the boat.”
 
Mercury Marine fully replaced the motor. What was unaccounted for was more than $800 he had already paid to the Oklahoma Tax Commission for tax, title, and registration for the motor.
 
Mercury Marine said it wasn't their responsibility to reimburse him.
 

“[Mercury Marine] sent me an email back saying they covered the warranty, they covered the labor on the motor,” said Steffens. “But they didn't do the excise tax.”
 
Steffens said the servicewoman at Bass Pro Shops told him it wasn't their responsibility either.
 
“She gave me a couple forms and said 'we're not doing that. You have to take this, and you have to do it yourself.’”
 
So, he paid another $839.50 out of his own pocket for tax and registration on his new motor, meaning he paid the state double for a busted motor that was no fault of his own.
 
That’s when 2 Works for You Problem Solvers reached out to Bass Pro Shops corporate headquarters in Springfield, Missouri, to explain Mr. Steffens' situation.

Within 24 hours they responded saying they would issue [Steffens] a check and settle the matter separately with Mercury Marine.

Friday, Steffens received a check for tax and registration, fully reimbursing him the amount of $839.50. In doing so Bass Pro Shops retained a loyal customer.
 
If you have a problem and would like our help, call (918) 748-1502, or email us at problemsolvers@kjrh.com.
 
 
 

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