Fox Lake Harbor Service Department

Great service, fair negotiations good pricing. We bought our boat here. When they found accessories to our (used) boat a year later from the previous owner they held them and gaveto us no charge. They could’ve sold them but didn’t. We have been using them for service since our purchase in 2012. They are trustworthy, get the work done on time and correctly. We trust them to do our service for Summerizing, repairs, and winterizing. Dave in service is great!

I really really wanted to like Fox Lake Harbor, but I’m sorry to say that I’m really really really really disappointed in this place.
Through the ordering process of our boat, our sales guy, Tom, was awesome. We were indecisive at first and he was ultra patient with us. Okay, very indecisive. :) We selected the exterior colors, seat colors (inside and out), the color of our wheel and all of our option configurations. Tom provided great recommendations to reassure us that we were making the right selections and even ordered samples from the factory so we could see what they looked like in person.
The day we handed over our down payment and signed the contract, however, it seemed their tone with us changed.
First, about 2 weeks after we placed our order, I called Tom because I realized an anchor roller was something we might like/​need. He wasn’t sure if the manufacturer could install it, so he told me he’d call and ask. Two weeks later, I followed up with him because I hadn’t heard back. He didn’t even remember that I called previously with the question and said he would contact the manufacturer. To this day, I still haven’t heard back. If you’re wondering, we took delivery of our boat 4 months ago and no, it didn’t have an anchor roller.
Second, at the time we ordered the boat, Tom told us to expect the manufacturing process to take 4 – 6 weeks and then another 1 week for delivery. It took 12 weeks for our boat to arrive.
Third, remember earlier when I said we picked out everything — exterior color, seat color, color of the wheel, etc? Well, when our boat came in, it had the WRONG seat color and wheel color. They actually ordered our boat with the wrong options.
Fourth, through the selection process, Tom assured us along the way that we were making the right selections. For example, when we selected the tan seats to go with our black hull, he assured us that the color combo would look «very sharp,» it would make the boat stand out, and it would be better for resale. When the boat came in with the wrong seat colors, his recommendation changed. now, the white seats that were installed were «way higher quality» and wouldn’t «fade over time in the sun like the tan.» So why didn’t you speak up when we initially ordered the tan if the material is poor quality and doesn’t withstand sun exposure?
Fifth, when we took delivery of our boat, we also relied on Tom to help us pick out all of the safety equipment — life jackets, anchor, anchor rope, etc… he picked everything out for us, charged us for the equipment and helped us load it into the boat. About two weeks ago, we used our anchor for the first time and, literally, after about 2 hrs, our anchor rope split. Turns out, he gave us a 3/​8″ rope and not the ½″ rope that we needed. So, we went somewhere else, bought a new anchor, new anchor chain and a new rope. I called Tom to find out what they could do, since the products we bought were recommended BY HIM. We’re still waiting to hear back. Apparently, he was going to reach out to the manufacturer. My guess is they’ll do nothing, but we shall see. The best part is, I brought the rope to them so they could see where it split… At first, they denied even selling a rope like mine (then they verified it by looking at my receipt), then they said it looks like it just untied from the anchor (the rope was 100ft, now it’s 75ft and frayed at the end where it split), and then they denied recommending it.
Sixth, after our first week with the boat an interior speaker blew and one of our 12v outlets stopped working. I called Tom and he transferred me to the parts department. At first, Bill in the parts department recommended I bring the boat in for repair, kind of like a car. because it has wheels and it’s really easy to drive from place to place. Then, he said they could ship me the equipment and I could install it myself. I agreed. It’s been 9 weeks now and I still haven’t received my replacement parts. I’ve called about 4 times to check on the status and each time, the response I get from the parts department is «still hasn’t come in, we’ll call you when it does…» No proactive, «let me call the factory and check on it for you.» Nothing. Oh wait, the last time I called, he blamed it on the manufacturer and said they’re really backed up with warranty replacements. Well, that’s not reassuring.
Despite the poor customer service, they did make they initial selection process very easy, we felt like we got a very good deal, and they attempted to make one wrong right (the seat color mix up) by offering us free winterization and storage.
So long story short, if Fox Lake Harbor gives you an incredible deal, don’t pass it up. just set your post-​sale expectations pretty low.

If I could give negative stars I would. This place knows me all too well and I’m sure they cringe when they see me. So here’s the deal, after dealing with them for years over things that should have been corrected with my boat the first time. It literally takes THREE years to get everything that they kept promising to do. Warren knows my name and so does the Svc Mgr Dave. After all my frustrations and issues with the boat, I happen to have a frank conversation with Dave and told him to his face that the customer service at Fox Lake Harbor sucks. Yes, I said sucks. He looked like I slapped him. Well the reason why I’m posting now is because we’ve had another issue. Our tritoon was dented along the left side. When I spoke to Dave again he was stunned and stammered. He blurted out I’ll call my insurance company and get the fiberglass guys out here. Really? Shall we wait another THREE years to get it fixed? Guess what!!! No one from their insurance company or FLH ever called us to follow up. I don’t know anymore. I do know, however, that there is very little organization, no customer service skills, service ppl eat at their desk while addressing customers (I don’t care if it’s your working lunch) and don’t say «Oh God not her again» loud enough for me to hear it. I promised them long ago I’d go to Unilocal,twitter, Facebook, and Foursquare and let everyone know how crappy they are. I’m fulfilling my duty as a unsatisfied customer and letting everyone know. Stay away! Go to the marinas next door or across the street and save yourself time and aggravation.
Update: No insurance information, no call back from Dave the Svc Mgr, nothing. But then again, it hasn’t quite been 3 years…