Complaints

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.

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 purchased a new 2022 Yamaha FX cruiser HO in spring After a 10 month long waiting list.Overall, we are happy with this watercraft, but I noticed the cruise control did not work,And after a week in the repair shop {certified service dealer} the Yamaha dealer found that when you use a security code to lock the engine or make any changes under the drive control mode feature this will disable the cruise control. Yamaha technical support didn't know this, and the Dealer didn't know that any changes to the drive controls would disable the cruise control. We have a speed limit of 50MPH on our ************** police boats enforce the limits. I have researched the manual cover to cover and the internet but no mention of the lock out.I called Yamaha in Georgia custom service but was no help @************** on 9/14/22 I paid the $270.00 bill at the dealer and still due to a software glitch in the computer I cannot use the drive control to limit the mph or change performance settings and still have use of the cruise control. The dealer said to just not use the drive mode feature built into the unit if you would like the cruise to function properly. Yamaha Waverunner FX advertises control feature's that do not function without the loss of other accessories.

  Business Response

  Date: 09/29/2022

  Thank you for bringing your concern to our attention. We recently had one of our Watercraft Specialist go onto the water and test out the functionality of both the Drive Assist and Cruise Control. He did report back that you would not be able to use both functionalities as they were designed for speed limitation and could not run simultaneously. If you were to activate the Drive Assist without locking it, you would then be able to increase or lower your set limit (min **** **** by using the speed adjust switch on the right handlebar. Once you lock the Drive Assist using the four digit pin, you will not be able to adjust the speed until it is unlocked. He did submit a request to the factory, requesting that this information also be listed within the Owner's Manuals. We appreciate you bringing this oversight to our attention and hope this addresses your concern.

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18030108
  
  I am rejecting this response because You have NO mention of this in any manuals and not only did your tech support line not know this, nor did the Yamaha certified dealer that charged us $270.00 to learn of a defect that you just admitted to in your on-board software.

  Refund us the $270.00 charge from long lake marina ************* MI and provide training on the issue with a manual update.
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/01/2023

  We will have our Priority Representative make contact with you as well as the servicing dealer to resolve this matter, today.

  Customer Answer

  Date: 03/11/2023

  Tell us why here... RE:  Case #*******      9-15-2022   Doornbosch
  Hello Better Business Bureau      
  I have been in contact with Ms. ******************** at Yamaha Motor Division in *******,
  ****************** agreed this was a defect in the watercraft software and I should not have been charged a $270.00 fee for diagnostic purposes and bringing this defect to their attention.
  Yamaha Motor Division has instructed Long Lake ****** to issue a full refund to me on March 2, 2023 & Our mail carrier just dropped off Saturday 3/11/2023 mail and
  As of today March 11th, I still have not received this payment and until I do, I will have to keep this case active due to the fact I can't trust a Dealership that should have never charged this in the first place. The BBB has asked me to resolve this within 7 days from 3-6-2023.
   The Dealership is 8.5 miles from our home and this check should have been sent 10 days ago. Once the check is received, I will notify you and at that time live with the software defect and close this case out at that time, until then please keep this file active.
  Thank you.
  
  

  Business Response

  Date: 03/15/2023

  We have had the pleasure in identifying a resolution with ********************** and understand that he is currently waiting to receive payment from the dealer. We will make contact with the dealer as a follow-up call and provide ************************ with an update.

  Customer Answer

  Date: 03/17/2023

  Tell us why here...I was told by Yamaha Marine this check was sent on March 2nd and as of March  17th I still have not received any payment from them and at this point I don't believe any will be sent.
  USPS service is capable of sending a letter 8 miles in this time frame so if I do receive this payment sometime in the near future, at that time I will drop this complaint.
  The only change in regards to this complaint is that Yamaha admitted this was a software defect and I should have not been charged for bringing this to their attention.
  Yamaha response was I would be contacted but I have not had any updates from them.
  Thank you.
  
  

  Business Response

  Date: 03/29/2023

  Contact was made with the dealer on 3/24 regarding the status of **************************** refund. The dealer informed me that he would confirm with their accounting department that the check had been issued. The dealership is closed on Wednesdays so another follow-up call will be made on 3/30.

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau Case # ******** Date 9-15-2022
   I have had numerous phone calls and email correspondence with the BBB and Yamaha over this issue and unfortunately it remains unresolved after six months. 
  Last year I found a software defect that Yamaha admitted to and stated I was wrongfully charged $270.00 for bringing this issue to their attention. We agreed that if the charge was refunded that I would live with the software defect.
  The check for $270.00 was never sent and I still cant use the controls and functions as advertised on this Yamaha Waverunner.I Have been misled to believe this was resolved. 
  ********************************* attempted to resolve the issues but unfortunately it appears she was unable to for unknown reasons, perhaps corporate management's lack of interest in this product issue. Due to the lack of customer service and basically non-existent warranty coverage, I would have purchased a watercraft from any other manufacturer and saved myself a lot of grief and aggravation. I now see why Yamaha Marine Division has a 2.0 out of 5.0-star rating on the BBB website.
  Thank You BBB for your efforts in trying to come to a resolution on this but without the refund this complaint will remain open and unresolved as well as another negative rating against them.
  
  

  Business Response

  Date: 03/30/2023

  I have contacted the dealer several times to ensure that the refund will be issued to the customer. In my conversation with ****, he stated that the representative responsible for issuing the check had taken care of the issue. Upon requesting to speak with her directly, she advised me that she had spoken to ************************ on 3/30/23 to inform him that she had written him a check. Additionally, she informed me that typically customers prefer to have store credit on file, which was what they originally intended for **********************, but after we contacted them, a check would be issued. Based on my understanding after speaking with her, the customer has been taken care of and a voicemail has been left for him to contact our *************************** once he is available, so we can confirm the conversation with him.

  Customer Answer

  Date: 04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered a black and yellow FX Cruiser HO Waverunner in September of 2021 for the 2022 year. The communication from the factory to the dealer has been terrible. Call the factory, they don't know anything either. The unit was ordered with "**********************" in *************, **. The dealer has gone out of their way to attempt to find something out but there is no communication from the other end. The other day I called the factory to get the same answer, they don't know anything. It would be nice if you had a portal or something for the customer to follow to see what is going on with their order. For all I know, the unit could have been sold for more money to another customer. I have now been informed that all FX orders are canceled and the dealer claims to only have received 4 of the 23 units they requested.

  Business Response

  Date: 09/08/2022

  Thank you for letting us know about your concern. Our dealers can check the status of orders using different resources. Their orders are available through an internal system that gives them the current status of their orders. If they do not see any changes they can contact their District Manager. Whenever orders are placed by dealers, the factory will not know "who" (customer-wise) that order was for. If an order is delivered to ********************** and sold to another customer, unfortunately we will not be notified of that sale. Our production of 2022 models have come to an end at this time and we are now manufacturing 2023 models. For 2023, we are striving to fulfill as many orders as possible, and apologize for any inconvenience caused.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17898171
  
  I am rejecting this response because:

  I had ordered the 2022 in September of 2021. There are customers that ordered it with less time and got theirs. Was my unit ever sent to the ************ Yamaha has poor communication with dealers and customers from what Im reading. I would like my order filled as I wanted it filled in the beginning of the year, or I may consider a 2023 and the ***************************************************************************** their system until 9/2/22. How is it that people who ordered one in January got theirs but the people who committed 3 months prior didnt? I hope you understand as a returning Yamaha customer how this will ruin your companies reputation. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/15/2022

  Thank you for bringing your concern to our attention. All of our dealers have access to their orders within an internal system that informs them of the status. If there is a change, the dealer will be able to see it in real-time. Our Corporate Customer ******************** advised you to contact *****************. where the order was placed as the information you requested is beyond what we can access. When a dealer places an order, there is no specific customer identification associated with each order made by a Yamaha dealer. As a result, we always refer customers to the dealer where the order was placed as they can how many customers might be ahead of their order. Currently, we are producing model year 2023 units and apologize for any inconvenience caused.