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Business Profile

Commercial Manufacturers

Makita U S A, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Makita U S A, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Makita U S A, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 13th 2025, I purchased a Makita 18V LXT 14" ***************************** ******************* Bundle New from CPO Outlets an Authorized Retailer of Makita through ****. I paid $615.99 for the bundle. I assembled the products on May 6th. The products were advertised as NEW and the boxes appear unopened. Upon assembling I discovered an issue with the Makita 18V LXT 14" Chainsaw. The chainsaw (XCU11Z) and chain guide (Makita D9 *******) are Makita branded and I assume are correct, but an Oregon saw chain part number 713099B3 90PX052XMK was included instead of a Makita brand one. Per Makita's website a Makita branded saw chain is supposed to be included. The Oregon saw chain is very loose even with the adjusted maximum tightness. I followed the instructions and wasted about an hour trying to get the provided chain to fit. This is unfortunate as I haven't been able to use this as planned. I need this to be be corrected right away.I contacted CPO Outlets about this first and they said that the only solution they were willing to accommodate was for me to return the items and repurchase them. Currently the price for the same bundle is $839.97. This is very unfortunate for a company to be unwilling to accommodate it's customers especially as power tool companies attempt to lock customers into their brand by manufacturing batteries that only fit the tools sold by that company. This is my second set of Makita battery powered tools and I had much higher expectations knowing the Makita brand previously.I am requesting OEM replacement parts to be sent to me (preferred) OR to be reimbursed for the cost of purchasing the same items at the local store with the necessary OEM parts numbers supplied. At the very least the correct OEM saw chain needs to be supplied. Potentially a new chain guide needs to be supplied as well as based on my viewing of the product pictures online, it shows an A9 chain guide instead of the D9 that I received. Restore my trust in Makita!

      Business Response

      Date: 05/12/2025

      Makita shipped the replacement chain and chain saw bar to Mr. ***** on 5/12/25 which will be received on 5/13/25.

    • Initial Complaint

      Date:09/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to file a formal complaint against Makita, a company I have been a loyal customer of for over 14 years. In April 2024, I purchased a 40V ***************** 4-Speed High-Torque 3/4 in. Impact Wrench Kit 2.5Ah from a third-party seller. Although the purchase was made through a third party, the issues with this product are clearly the result of a manufacturing defect, for which Makita is responsible. The tool was dangerous to use, with exposed sharp parts and a severe overheating issue that caused it to burn my hand after only a minute of operation. Given the risk to my crew, I had no choice but to dispose of the product to prevent any potential injuries. For the past four months, I have tried repeatedly to contact Makita for assistance, but I have been ignored, lied to, and treated as if I were at fault. This is completely unacceptable, especially considering my 14 years of loyalty to the brand. I am seeking a replacement for the defective product, along with a formal apology from Makita for their poor handling of this situation.

      Business Response

      Date: 09/16/2024

      Thank you for the information.  We reviewed our records and could not find a record of Mr. ******* contacting Makita ************ (Makit).  That said, since there is a three-year warranty on the tool, he can request a "Direct Repair" shipping label on ******************************* and ship his tool for no charge to a Makita ********************** for review.  Thank you

    • Initial Complaint

      Date:08/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a Makita cordless articulating pole hedge trimmer July *******. On June of 2024 it wasnt working and was still under warranty. On June 6 2024 i took the trimmer to the ************** for Makita in *****- Bath Industrial Sales in **** *****. When i checked in July if the trimmer was repaired I was told the first part they received did not repair the problem. This month i was told the second part was unavailable by the service center. I asked both Makita usa and the service center about replacing my hedge trimmer and they claim thats not possible. Makita usa was very unhelpful. Now heading into the end of August i have had no hedge trimmer all summer, essentially the entire summer season in *****. I have had to pay a gardener to trim my hedge and still have no hedge trimmer. I would like a new hedge trimmer.

      Business Response

      Date: 08/26/2024

      Makita U.S.A., **** investigated the issue and spoke with ******************, and he agreed to a replacement tool, which he should receive in 5 - 8 days.

    • Initial Complaint

      Date:06/04/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Bought a Makita cordless string trimmer, with the confidence that they had a good warranty program in case it broke.Well, just a few months shy of a year, the motor stopped working. Fine, things happen, I get it.We called them, and they were very friendly and told us to bring it by their La Mirada location and they would fix it under warranty. Unfortunately when we got there, they informed us it would be 8 WEEKS BEFORE THEY WOULD EVEN LOOK AT IT. Not repair it, not diagnose it; they would only start the process after 8 weeks. Meaning it could be up to 6-8 weeks after that to repair it. So we were looking at 4-5 MONTHS before getting it back. We told them that it essentially made getting it back moot, as our yard would grow beyond out of control by then. We would have to hire a gardener who would charge us more than it would cost to buy a new one. We asked nicely if they could simply replace it. We were met with rudeness by their employee and told "No."This all amounts to their warranty actually being fraudulent, as they know that people simply would give up on this egregious wait time and have to bite the bullet and buy a new one.I have been a LOYAL Makita owner for years (I own about 2 dozen of their tools and other products), and this situation seriously makes me reconsider ever buying anything from them again.All I ask is what I purchased, less than a year ago, to be replaced in a TIMELY manner.

      Business Response

      Date: 06/20/2024

      The customer interaction occurred almost 2 to 3 months ago. At that time, repair volumes at the service center were very heavy.

      Our service employee did advise the customer repair would *********** to 8 weeks, worst case scenario. Thats when customer got upset and requested a new tool replacement. Unfortunately, as the tool had not been assessed for the needed repairs, we were unable to consider a replacement at that time.  Typically, the service center would make every effort to expedite the repair for a walk-in customer in this scenario, but our employee never had the opportunity to convey that to the customer as the customer then left the service center with the tool without leaving it for service.

      Makitas warranty states Makita will repair (or at our option, replace) without charge. Unfortunately, we were not given the opportunity to assess the service needs to determine if repair or replacement would be best course of action.

      Customer Answer

      Date: 06/20/2024

       
      Complaint: 21802980

      I am rejecting this response because:

      It's simply not true. For the record:

      We didn't come in "2-3 months ago" we came in on: June 7th 2024
      We left the tool with Makita, we didn't take it with us.
      They didn't say they would "repair it in 6 to 8 weeks". They said they wouldn't even look at it for 6 to 8 weeks, and that it could be another 6-8 weeks AFTER that that it would be repaired.

      Regardless, this matter has been addressed. Shortly after we filed the complaint with the BBB (a few days), we got a call from Makita saying it had been repaired.

      Matter is resolved, however I want it on record that the above is what happened, not Makita's version of the story. We have the records to prove it as well.

       

       



      Sincerely,

      *****************************

    • Initial Complaint

      Date:02/28/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Makita drill has a defective ***** brake. This is a well documented issue and Makita will not even talk to you if you are out of warranty. No good faith assistance for long term customers. Nobody at that company cares and brushes you off when you contact them.

    • Initial Complaint

      Date:10/19/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/27/2023 I placed an online order for; Reconditioned Makita GA5020-R, 5 in. Trigger Switch Angle Grinder With SJS using my **** credit card for the amount $70.00. Order #: *******. My **** card was charged. On 9/20/2023, I called their customer service on ************. The customer service told me that the item is still in port in *********. I asked for the order to be cancelled and they agreed and told me that Refund will be made within ****: days.By 10/7/2023:I didn't receive the refund. I contacted my credit card to investigate the issue. My credit card company told me that they did not get any answer from Makita-US.com.I believe that the company is a scam and they didn't have the intention to shipv my order.

      Business Response

      Date: 06/24/2024

      Tell us why

      Makita ******* **** does not sell directly to end-users but only through its distributors.  Therefore, ********************** did not buy the grinder from Makita ******* ****

      As a result, we researched the ************ which appears to be part of a broad scam and told him to contact his credit card company/ and/or the *** of this possible fraud.

    Makita U S A, Inc. is NOT a BBB Accredited Business.

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