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Service remains very important here.
We don’t want to air laundry on an open forum. This does alter that situation. The statement you made about Scott at S&D’s opinion is not corresponding to the conversations we have had, regarding his and Tyler’s on water experience. We did discuss this with Scott and they saw the lower to mid 70’s on a short body of water that would not allow them to stretch it.
The issue is to our understanding, trying to meet the performance expectations of your last boat. Which we have no guarantee will happen and thus are very cautious to ever say boats will perform to X or Y performance levels. Always giving a range in those performance.
With everything loading up on equipment, engines that have all sorts of variables with their business now doubled and propellers that have a wider range of variables than before, we can not be responsible for all of the challenges. In our conversation I even went on to reference an old 1995 GMC truck we still own that pickup was a challenge since day 1.
We asked that you hold on to your boat and you were insistent that we work on it now, or you would sell it. Soon after that conversation you placed your boat on the market for sale. We did verify this, and at that time we relinquished ourselves of this situation. We certainly assumed it would sell in this market and we have not to my knowledge heard nothing from you since.
We will post the memo on our side and save you the trouble of concerning yourself with having to email that memo to our customer base.
We are a very transparent company and we like to present these openly. To those on this forum, please accept our apology for the time this requires.
If the situation as we see it is changed, then you are welcome to reach out as you did prior.
Sincerely,
Rick
Have a Nice Day!
Rick Pierce | President
Bass Cat & Yar-Craft Boats
P.O. Drawer 1688
Mountain Home, AR 72654
O: 870-481-5135
Reply to Caseys original Email
6/22/2021
10:56 AM
Casey,
No, I did apologize to you for them having you bring your boat over. Your not exactly accurate on your quotes and I did apologize for them having you bring your boat over. I said I would not have done that as they aren’t able to do what needs done on a short trip and we don’t have time right now to spend on it. Which you wanted to vent everything and I just need the details. I also said they could have checked more while it was here. I also agreed with you taking it back home, when wanting to leave it, as we can’t work on what needs it has now. We talked about your turn around trip and your wasting your day.
I told you I don’t like boats sitting here when customers could be using them, when you mentioned you could have left it, as we couldn’t have gotten to it. I’ve had this situation several times over years and staff is trying to help, when consumers feel if they leave it the boat will get worked on sooner. It’s easy to agree with a consumer and let a boat stay here, it’s not the right thing. They are never happy when this happens and I prefer to stay on schedule as it’s been best in our experiences. Only once was the person pleased when we didn’t get to it, and he knew we extended the effort as we committed to. Right now, We simply don’t have the resources available today to work on it. We like consumer boats being in your controlled storage and security as we have no inside storage area.
I later learned that Scott at S&D had not yet spent time in the product assessing it till that date. That’s who should have been first in line on this entire process. Scott indicated the boat is lifting to him and at first because it’s not that last burst he was unsure. He indicates it’s just not as quick as some on top.
After our call I spoke to Jackson at our office. After that I called Jason and spoke to him. He and I also spoke in person on Friday morning about your boat and how it ran. Earlier that Friday morning I contacted Scott, who was out for the day on personal time, and he took my call to speak about what he had done. Scott and I shared conversation yesterday about your boat. I told him we could work on the needed assessment in August. I verified that your boat was weighed and while I don’t recall the weights, it was within spec for the product around 2,000 dry weight as rigged. I’ve also spoken to the rep. for S&D regarding how this was handled. I’ve had several conversations about your boat here.
Your boat functions and goes fishing at above 70 MPH. We have never given speeds on boats because the variables are many from operator to propeller, and all things connected in between. I’ll never forget a customer who’s Caracal wouldn’t run but a flat 64-67 MPH (150) in 1987. He wanted 70 and his rig wouldn’t get there. It ran nice, just slower than some.
I get that it’s not the fastest, though we don’t know what is causing it and I understand it’s above just switching props to from a 24 to a 23 Fury. Jason Brewer can set up a boat, you need more than setup. It’s something Jason has never run into. This week I also spoke to staff that was not consulted on your visit to MH. Quite honestly everyone reacted to your enthusiasm and frustration just trying to help, and provide the most immediate assistance they could. When they are unable to do, or know, what needs done. They simply don’t have the training and they usually can help others, your case is possibly unique.
We need an arsenal of options, including a motor that is broken in and runs on a rig that we own. Right now we only have one (1) 250 engine we could use that’s ours, and that person is out of town on a personal vacation into week 2 of July. Our personal rigs we own here are either 300, 400 XL shaft, or sold and they are not comparable. We don’t have a bank of engines to pull off a rack broken in and ready, we hardly ever need that and we turn those engines when R&D work is completed. We also are closed next week for inventory and clean up, which trained staff generally takes their vacations then.
If we could possibly pick your boat up and have it inspected Friday, we can not work on it now. That would just waste your time and increase your anguish. It is futile to go that far without being able to extend the time required to fully assess it, should it not be our issue. If it is our issue, then we can inspect it and make decisions as to how it needs addressed and we do gain time to address it agreed. I’m not feeling it’s our issue after speaking with others.
Casey, we do not have a service center here for engine service work. We have no engine techs on staff and Mercury, or Yamaha, does not want us turning screws on engines. We do not even start customer engines here as they want their certified dealers working on new products, after our delivery. We have to coordinate anything on engines and we are at the mercy of off site technicians. We can flip motors, check throttles, improve setup, we don’t work on the motors. Nor do other boat builders, as our local dealer of 45 years is used by seven (7) area north Arkansas boat manufacturers for Mercury and Yamaha service.
I got involved in this last Thursday late, Scott (S&D) spent time on it, we’ve had several conversations regarding it, and now on Tuesday you want a more immediate answer. Even if we sent a truck today, he’s back Thursday and we are closed next week to start Friday on a necessary clean up and inventory. We then are engaged on our meeting prep and I don’t even have details on our 2022 program yet.
As for you not feeling dealer meeting is an issue, it’s also our 2022 roll out and we have 80 dealers and their staffs dependent on this roll out being efficient. One boat that is operational and runs is not going to trump preparation for our dealers future and consumers futures. You may have 3 businesses and I totally expect that with your ability to buy a Bass Cat. I don’t think you would close the access to your other consumers and those 3 businesses for one consumers opinion, which might not even be your issue. In our case, most of our consumers could be considered extremely successful and very financially secure. That’s how they buy products that may cost retail in excess of $150k to $170k today. And we do sell many, at retail, over $100k with customers who have high expectations.
If you feel this is ignoring your boat, then so be it. I have accepted we will work to diagnose what we can, when we can. We also have no obligation to do that as it is running above 70 and seems to be getting RPM’s.
In August we can commit time to look and diagnose all aspects of your boat. We will at that time do everything necessary to manage all needed aspects.
We haven’t bailed on giving you a customer service experience your worthy of and we are known for, we just can reach that goal until the time frame we’ve given. Bear with us and we will fully assess this situation.
From here your actions are on you. We have made a commitment to you and honestly just want you satisfied, only you can manage your situation. We have given you ours.
Thank you,
Rick
Rick Pierce, President
Bass Cat & Yar-Craft Boats
Mountain Home, AR
870-481-5135
REPLY from Casey 11:34 AM
Mr. Pierce
Thank you for your response to my email. I apologize for coming across harsh. Sometimes it takes an email like yours to put things in perspective. I appreciate you being blunt and to the point as that’s the kind of person I am. The fact that someone that is a busy as you are would take the time to write such a lengthy response shows your concern for my situation. Please understand it is pure frustration that I have been expressing and no ill thoughts or feelings for you, your staff or your brand. I have nothing but the up most respect for you. For two reason, your are my elder and that is how I was raised and you are an industry icon. If your offer is still good we can touch base in Aug and make plans to have your team look at the boat. Thank you so much for your time.
Casey
Original Email
Sent: Monday, June 21, 2021 3:07 PM
Subject: Casey Hartwick puma
Mr. Pierce,
I spoke to Scott this morning. He let me know he has been in contact with you. Thank you for touching base with him. I appreciate the offer of looking at it in Aug. I’ll be honest with you and tell you that I feel like I am being pushed to the back burner. I understand everyone is busy. I understand you have a dealer meeting coming up. Those things should not take precedent over my situation. I own and operate 3 different businesses. I understand being busy. It’s becoming clear my boat is not going to be taken care of to my satisfaction. There are 2 issues I’d like to briefly touch on. First, when told me that Jackson is not in charge of Jason’s schedule. That has been eating at me. There was no attempt to apologize. You simply offered that as an explanation. As if my time is worthless. It was my understanding that Jasckson had been in touch with Jason, and together they decided they would both be around anytime between that day and the following Wednesday. Second is the fact that I feel strongly that if it turns out to be the motor Basscat boats should be behind me 100%. I agree totally with you that I will get no where with Mercury by myself. I would like to get to the bottom of this boat issue soon. I want to get it fixed or sell it. It is not my desire to build another boat. I Have found 2 near new boats I’m interested in. If we wait til Aug. to do anything with my boat those boats will likely be sold and my boat will be worth less. Again thank you so much for your time.
Casey Hartwick
In our conversation you told me you would be in contact with me. Just because I posted it for sale doesn’t mean anything. You were well aware of my intentions. You said you or your team would be in touch with me in Aug. That was your offer certainly not mine. Apparently Scott is not being truthful with either one of us. I think everyone will agree that a 70 mph puma is not how you promote it. I have the conversation and videos from Scott. To say my boat ran in Mid 70s like you said is a gross exaggeration to make it sound better. It’s quite simple after spending over 80k on your product, you didn’t stand behind it. There is no getting around it. It is guys like me that make your company’s success. Like I told you on the phone, I am a nobody. I don’t get paid to fish, don’t have a YouTube channel. Im just an ordinary guy that mistakenly bought into your product. As for the dirty laundry on a public forum, whats the other option. Bringing the situation to you didn’t do anything but kick the can down the road and provide empty promises to look into making it right. I’m over it. I just want to let guys know my experience.
Maybe a phone call…
I agree 100%. But that phone call should have come from you. I have made the phone calls.
Personally I am surprised that any company would be so dedicated to customer services to spend so much time dealing directly with a customer about such an issue (not belittling the problem I am applauding the customer service of BCB as this is a rare thing in today’s world)
After reading the post I am surprised to see that the object of the propulsion was not looked into deeply.
The boat motor is a quarter of the price of the package which is a significant amount . Any issue with the motor, the propeller and the setup even a little issue, will cause a lot of problems with the performance of the vessel.
A fellow I know picked up a Caracal at a great price. The owner was displeased with the holeshot and performance… The new owner took the Caracal to a marina that specializes with the outboard brand and the problem was solved. A different propeller with a slight hight adjustment and the new owner has a great handling boat.
I just love seeing the look on the old owners face when he sees the Caracal at a tournament.
Regardless of the issue at hand, It’s the transparency that BCB continues to offer that creates Customer service above the rest.
No other manufacturer will do this. Get on the BBC website (Bass boat forums) and you can see this openly on the BCB boat site and others. Being transparent comes with risks, and this is a perfect example. You will get the occasional customer that is not satisfied. It also offers a view into the process of how the customer discrepancy was handled. Majority of brands, this would never had went further then the dealer. The dealer would have dealt with the factory. To deal directly with the factory is a benefit not usually offered in the Bass boat industry, much less with the President of the company.
This is directed at the OP’s current issue:
I have been a long time BCB owner. I was on the original site, then Tap talk, now this one. Also Bass Boat Central. Over the years I have witnessed many different speeds in the Premium models. Probably the most eye opening was the boats that Phil Addison has owned and the different speeds achieved. He is welcomed to correct me if I’m in wrong but I believe 16 rigs. Puma/Cougars (He is now in a Lynx). Speeds were probably 5-7 mph between different year models. One year was slow, 74 mph I believe. Another ran a consistent 80+ mph. It made me aware that each hull and motor is different. This is expected throughout the Bass boat industry as each rig is hand made. None are built using robotics, which offer consistency. In the end, there is no guaranty that our performance rigs will reach the top speed we desire. For me its the accepted norm. I wish you the best moving forward in finding the rig that satisfies you. Most important, to do what we love, slamming back the rod on a big girl.
Don
The dealer did extensive test on the motor and everything checked out. That info was relayed back to Basscat. I spoke to the dealership yesterday. “
We did report no problems or concerns with the motor. I have all the data to prove that. But looking for problems in the hull is something we are not trained or equipped to do.
That was his comment back to me. The fact that Mr. Pierce made the suggestion that no problems were reported. No problems with the motor we’re reported.
The boat loaded out with live wells full hit 71.5 mph. Rick asked us what we thought, we said it seems a little slow to lift and feels as if it was a little heavy.
Also taken directly from the feed back I received from the dealer. Those are not my words but copy and paste text from my dealer. Yet Mr. Pierce wants to claim that there were no issues reported. My dealer spend 8 hours on the water in my boat. They sent videos to Basscat and checked everything on the motor Basscat requested them to. They ruled out the motor as the cause. Basscat was supposed to take it from there. Mr. Pierce gave his word that they would address it in Aug. It is the middle of Sept and no attempt has been made to make it right.
I am not sure what is going on here but i will say this..i purchased a Lynx from S & D boats and Scott and Tyler are top notch in every possible way throughout the entire process..i am a very picky person when it comes to my boat and S & D covered everything with me from start to finish..they to me are a great dealership to work with..Mark Vance..
Agree 100%. In my opinion went above and beyond. Great guys. This is a Basscat problem. Scott and Tyler are great guys. I highly recommend them.
chart81:
The boat loaded out with live wells full hit 71.5 mph. Rick asked us what we thought, we said it seems a little slow to lift and feels as if it was a little heavy.
What speed did you expect?
What RPM, pitch and model prop, and engine?
Full feul
Full livewells
Graphs on
Your prop
Factory settings
5sec holeshot
71.5mph
6090rpm
24 3 blade fury also traded a 23 3 blade fury.
Dealer and I both agree it should run 74. That was the benchmark we set before they ran it.
the boat has 2 12in helix drapes on the front. At first Basscat told us that would slow the boat down. I’m fact the numbers they have is was 1 mph per pound. If memory serves me right that graph weighs 7.3 pounds each. So my dealer took the graphs off to see what it did. After that didn’t make a difference Mr. Pierce told me it had to be the motor. After that was ruled out then their story finally changed to “well we don’t publish a speed”. It was not just the speed. Like stated by my dealer, the boat takes forever to lift out of the water and feels heavy while behind the wheel. Again I am a seasoned boat driver. Been running Basscat in the high 70s to low 80s for years. I have had discussions with Basscat prop guys, MLF Basscat pros and several buddies that run Basscats. All agree the speed on my boat is not right. I agree boats will differ in top end speed. Say 74 on the low to pushing 80 on the top. Most guys would probably say 74 is slow for a Puma. It’s not just the speed. It’s the matter that someone gave me his word and made no attempt to follow through on it.
No. I have kept my complaints internal. The first phone call to the dealer was made 4 days after I picked it up. There are days with 3 guys in the boat 65 will be top speed. I don’t know how to be any more transparent about it. The communication are clear in black and white above. I don’t know what’s not adding up to you. My dealer did his job, reported his findings to Rick and Rick dropped the ball. Simple as that. If you bought a sports car and is preformed like an old lady car would you be happy with you 83,000 purchase?
I would venture to say that you are not/were not the only concern Mr. Pierce had on his plate. For you expect him to remember to call you from June until August with everything else he has going is asking a little much on your part. Maybe another call from you to jog his memory could have prevented a lot of this. Bass Cat is a class organization and Rick is a class, well respected guy in and out of the industry. I just think this could have been handled a little better, Just my 2 cents
Not doubt he does have a lot on his plate. Just try to pretend your in my situation. I was raised to be a man of my word. I continue to raise my son that way. Mr. Pierce has many people that work for him. He has a secretary, I am not certain but I’d venture to guess he has a smart phone. It is very easy to set reminders to remind yourself of things your supposed to do. A simple call from somebody at Basscat to check in and arrange a time to look at the boat would have prevented all of this. Still besides the response to me on the forum I have heard nothing. I am sure Mr. Pierce is a fine man. Even good people make mistakes and drop the ball. Why not a simple, man we messed up and I apologize. At this point my problem has nothing to do with the boat.
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