BoatUS - Springfield, Virginia

jeff G.

Hello,

I decided to share this warning about Tow Boat U.S. here.

As a gold unlimited member for around 10 years, I haven't really utilized their services much. However, during my recent trip on the loop from the keys to the trent severen waterway in Canada, we encountered some unfortunate incidents departing from Florida.

Firstly, our 57ft cruiser ran aground and ended up breaking two props. We had to get a tow from Key Largo Sound entrance to Key Largo sound. After locating and purchasing two used props for $12,000, we hired a diver to reassemble them.

Next, while in Key Largo sound, our mooring ball line snapped due to heavy winds, and we got blown onto the beach, damaging the newly replaced props. Luckily, we were able to get a tow to a new mooring ball in Key Largo sound.

I then drove the boat, with the damaged props, to Key Largo marina for a haul out. We had to repair both props again and have the shafts straightened. This cost us $20,000, including accommodation expenses.

To add to our troubles, the fuel pump malfunctioned at Bal Harbor anchorage, and we needed a tow for 5 miles to North Bay Village.

All of these mishaps occurred within a 6-week period.

However, despite being a long-standing member, Tow Boat U.S. has decided to cancel my membership and even shut me out of my login portal on their site. When I spoke with "Joseph," he refused to provide his full name, title, or phone number. He stated that the reason for this action was not because I may have not completed the repairs or that all the incidents were related, but simply because I used their services too much within a 6-week span.

Hswain S. I.

Been a member since 2020. Never had a problem with renewing my membership. This year it's been a cluster with no help or resolution. Customer service is absolutely terrible. Went to store in Deleware since Customer service messed up my membership. They assured me it was fixed and my membership with be the same as it has been since 2020. Nope they messed it up even worse. Waiting to hear back from Customer service. Left message, crickets. Better business complaint being filed tomorrow. FTC complaint.
If I can't count on them to renew membership properly. How can I count on them on the water in an emergency.
SMH
Update: Spoke to the Customer care manager after I made this post. Matter should be resolved.

Michael H.

I would like to inform all current and prospective clients of BoatUS and/or Geico that I'm a victim of Hurricane Ian. In fact, my boat was kept at Legacy Harbor Marina in Fort Myers, Fl. That said, working with BoatUS/Geico claims department has been one of the worst experiences of my like. Terrible customer service, inattentive staff etc. They even charged me AFTER their adjuster declared my boat a total loss. Lastly, they refuse to pay me for personal effects insisting my sofa, wine refrigerator, Yeti cooler, ice maker, independent refrigerator, artwork, TV's, etc. were all part of the hull. Although I intend to sue them in small claims court I thought you should all be warned.

M M.

Outstanding service on Lake Norman, NC! The owner Derrick, and Captain John towed my boat for service quickly and easily. Highly recommend!

Todd G.

Update: A claims manager did contact me and resolved the immediate issue with a two month outstanding invoice. The individual indicated that they were going to examine their back-ground handling processes to determine where things can be improved.

Terrible service from the insurance group. Basically nothing happens on your claim unless you continually follow up. You have to constantly call and send e-mails to get the status on what you've submitted. If you're able to reach your adjuster directly their response will make it clear that they haven't done anything but will get right on it. Same situation with the surveyor in the field.

Joe B.

Normally supposed to feel safe with insurance backing you. Submitted a claim that was backed by a tow incident covered through them. 4 months later and they still haven’t reviewed any supportive documents , making excuses that the failures were due to bad parts when reality ran aground. After I had a civil conversation with a representative contradicting any supportive evidence they had to possibly deny the claim. Was told to hire a surveyor at my own expense. Considering cutting my losses which I thought to be protected. I don’t typically leave reviews , but a company like this doesn’t deserve to be in business.

Nevada C.

My boat insurance was due, May 31. I cancelled it, April 26, because I sold my boat. They wouldn't return my 1-month refund, because I paid last year on May 6. Does that make sense? Obviously they are a bunch of wieners.

Kellie L.

Had to get a tow today on the water. Dispatch got us a tow boat fairly quickly. Capt Chuck Thomas was amazing. Got us hooked up after realizing the battery wouldn’t last and back to our marina quickly! Very pleasant to talk too as well. If you need a tow, I hope it’s Capt Chuck you get!