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:04/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Yardmax Track ****** (YD8103) which arrived not functioning. The track ****** would not shift into many of the speed settings. This was a brand new item which, according to Yardmax, had 30 days to return policy. At that time, Yardmax refused the 30 day return/replacement stating that there were no items available to exchange. Instead, I was forced to go down the repair path and bring this oversized piece of equipment to a repair shop. Again, this was a brand new item and I had no option but to coordinate this repair. Eventually the track ****** was repaired, but never fully operated like the videos demonstrated. Though sub optimal, I used the piece of equipment to complete the project that I intended. When returning to utilize the track ****** for a different task, the piece of equipment shortly stopped shifting into any gear, leaving it completely worthless. Even though I received a lemon and the piece of equipment was non-functional on arrival, Yardmax continues to refuse to replace the item and are requesting that I pursue the repair path at the expense of my own time. Yardmax needs to replace this item.

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased on Amazon August 26 2023 for $348.59.The gas cap is way too tight will try to file the threads down a little. A locknut came up missing that goes on the bolt that holds the lever arm for adjusting the height. Don't know if it was missing from factory or never tightened properly at factory. The bolt was still there because it gets trapped behind the rear wheel and can't fall off. The drive control is way too touchy and way too fast even on lowest setting. Drive belt burned up. Plastic pulley for belt melted. Why plastic? When looking up drive belt to get a belt number there is none just says belt. Not going to use without side discharge anymore because debris builds up around pulleys and belt. This mower is poor design and quality. Now missing bolt and locknut that holds front right axle on plastic housing.New season still falling apart! Side chute rubs on wheel. Front wheel fell off and got ground up in the mower! This things a death trap! Total piece of crap! Company will send parts but I'm tired of trying to repair it! Front wheels held in place with tiny bolts!! Worst thing I ever purchased on Amazon! DO NOT BUY THIS JUNK!

• Initial Complaint

  Date:03/29/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Received mower model YG1650 on 3/27/2024.Assembled mower as directed in paperwork including proper fluid levels.Attempted to start mower with proper primer action.The mower would start but not keep running. Never got it to run.Discussed with Yardmax customer service with no ******************************* wants me to repair the machine or arrange to have it repaired.Not acceptable.I want Yardmax to arrange pickup at their cost for repair or refund.Thank you ***************************

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair 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.

  We brought a yardmax 22inch lawnmower.for393:00 dollars July 22,2023, upon arrival the box was delivered crushed.after removing the mower the plastic *** on the handle was cracked.i called customer service for a replacement..told the guy the part #from the parts book he then ask for the a picture., after sending this. He asked me about a ss#. Just giving me the run around .a week later the mower was having problems with the front wheels mechanism.staying up to the higher hight.the mower started to bottom out and shut down.thats bad for the engine.called customer service department again, after explaining the problem.they said it was two mx6_10 screws that needed replaced.and a video of how to replace them.that did not solve the problem.called back and was told to go to a shop for repairs,pay my own money and get it fixed.and contact them.i ask for my money are another mower.theysaid that's not a option.i brought two mower one after the first one.almost 800:00 dollars.first I should not have to work on the mower myself.they keep wonting to send me parts and videos for me to do my repairs on a new mower that's only little over 30 days old.brought this mower from farm tractor supply store.bad customer service and bad company.i see they have a F rating at the BBB.this sad??????????

  Business Response

  Date: 10/17/2023

  Thank you for reaching out to us regarding your recent request for your YARDMAX unit that falls outside of our standard policy. Our goal is to resolve the issue and have your machine in a good running condition. We dont have a refund or exchange policy as you did not buy directly from us but through our vendors. Before the first 30 days of the purchase if youre not totally satisfied with the unit you can return it to the retailer you bought it from. After the 1st month of the purchase (return/ refund policy) you will only have the option to get it fixed by a small engine repair shop of your choice. 

  Our repair reimbursement policy is as follows: 
  Your 2- year warranty covers any replacement parts needed and labor work done by a small engine repair shop.You can find a complete parts list and diagram in the operators manual. We must get a diagnostic in writing and estimated cost for repair PRIOR to any service being done on a machine, then take your machine the small engine repair shop of your choice. 
  Once labor work is completed, email us a copy of an itemized up front paid receipt and we will pass it along to our accounting department for reimbursement.

  attached is a copy of our warranty which is also available to see in our website.

  ********************************************************************************;

   

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair 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.

  Warranty issues.YardMax states that: The warranty covers any replacement parts needed and labor work done by a small engine repair shop. You can find a complete parts list and diagram in the operator's manual, we must get a diagnostic in writing and estimated cost for repair prior to any service being done on a machine, then take the machine to a local small engine repair shop of your choice. Once labor work is completed, email us a copy of an itemized receipt and we will pass it along to our accounting department for reimbursement review.YardMax wants me to pay for the warranty process and wait for them to maybe reimburse me for doing their work. That is not how warranties work for products.The customer is responsible for getting all the quotes before the repairs are authorized. YardMax has no partnership with repair shops for repairingany of their products. The bottom line is the customer is responsible for the warranty process and paying upfront for any services and hoping that they get a refund. NOT A WARRANTY PROCESS, I have to do all the work and pay for it and hope I get a refund.

  Business Response

  Date: 08/17/2023

  Our goal is to resolve the issue and have your machine out there in a good running condition. Our Warranty policy (***************************************************************************) states: YARDMAX warrants its products for a period of two (2) years repair or replace, free of charge to the customer, ANY PART FOUND TO BE DEFECTIVE in material or workmanship. Our warranty does not cover unit exchanges or refunds since we don't sell directly to our customers but through our vendors. Your 2- year warranty covers any replacement parts needed and labor work done by a small engine repair shop, we must get a diagnostic in writing and estimated cost for repair PRIOR to any service being done on a machine. Once labor work is completed, email us a copy of an itemized up front paid receipt and we will pass it along to our accounting department for reimbursement. 
  

  The customer was provided with all the information explained above without any response. The customer service representative provided the customer with the information from the repair shop needed for his machine to be fixed "***** OUTDOOR POWER EQUIPMENT located at *******************************************************. The phone number is **********. For the labor fee, it's $95/hour, and a diagnostics fee of $50. We have also explained the process to them and told them that we will be sending the parts needed" 

  See attachment from email sent. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20465590
  
  I am rejecting this response because: As Stated by YARDMAX: (YARDMAX warrants its products for a period of two (2) years repair or replace, free of charge to the customer).How can it be free of charge if the customer has to pay the upfront cost for the services and wait to see if it is going to be covered? That is NOT free of charge to the customer as stated by **********************.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2023

  Please take the machine to a repair shop so you can get professional diagnostic and an estimate for us to work under that and process the check prior the machine is fixed. 
  Well be letting you know once the check is cut and mailed so you can get the machine fixed by the time you get the check. that way you don't have to take money out of your pocket and wait for the reimbursement. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20465590
  
  I am rejecting this response because: The repair shop wants me to pay a 50.00 diagnostic fee upfront. That is money out of my pocket for warranty!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2023

  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.

  Date of transaction: March 19, 2023, on line. Received item end of March.Amount paid: $453.37 They committed to provide a lawn mower that was good for 2 years.The nature of this dispute is the only 2 months into owning and using this product it no longer works. The business initially "acted" as if they were going to issue a refund. But now are stating that since I went through ********** and not directly from them their guidelines do not give the option of a refund. Instead they have offered to send me parts and instructions on how to repair it myself!In addition I have had to call repeatedly, waiting at least a week for a return call and only spoke to someone because I kept calling.Order number is WE16376972.

  Business Response

  Date: 08/04/2023

  Refund approved, tried to reach customer by phone but did not respond, retailer original proof of purchased requested from customer via email to pass it to account department and continue with the process. 

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair 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.

  I bought a new self propelled YardMax lawnmower (model YG2760) on Amazon 2/07/23. Bought early so Id have it here ready to start mowing late April. Ive used the mower about every ***** days since late April, in other words only a few times. The second time I used it, I heard a noise and saw a section of black plastic fly out from underneath it. It still seemed to work okay so I thought it must have been a fluke that wouldnt affect the performance. Also, checking Amazon it said the return window closed May 15 and this was a day or so after that. Yesterday while mowing a front wheel came loose, stripping off the rubber wheel cover and breaking the orange wheel underneath the rubber.Then I saw that the bar labeled part # ** in the operator manual had come loose at each end. One end had the bolt but the nut holding it on was gone. The lower end didnt have the bolt or nut. I replaced those after a trip to Lowes but upon starting the mower, discovered that it wont self propel now. My neighbor has a small engine repair shop so I asked him to stop by and check out the mower yesterday evening. In a nutshell, he said it isnt worth fixing. The frame is warped, the transmission is messed up and all those plastic parts are a recipe for disaster. Looking at reviews of this mower from various retailers, many of them mention the exact same problems as Ive already experienced with mine. So YardMax is fully aware of the problems with faulty wheels, plastic parts, defective drive shafts etc. Why havent they issued a recall and stopped selling this model until they get these defects fixed? Tax and all I paid almost $400 for a mower that is absolutely useless to me or anyone else. Im a senior on a fixed income. This was a large investment for me and I expected to get a few years of service at the least from it.not 5 uses **** I need to return this thing for a full refund so that I can buy something that actually works.

  Business Response

  Date: 06/21/2023

  Customer contacted customer service department via telephone on 06/21 at 1:44pm in which call was provided with an explanation of our warranty policy also was provided with the same solution information via email. 

  Our goal is to resolve the issue and have your machine in a good running condition. We dont have a refund or exchange policy as you did not buy directly from us but through our vendors.
  After the 1st month of the purchase (retailer return/ refund policy) you will only have the option to get it fixed by a small engine repair shop of your choice. 
  Our repair reimbursement policy is as follows: 
  Your 2- year warranty covers any replacement parts needed and labor work done by a small engine repair shop.You can find a complete parts list and diagram in the operators manual, we must get a diagnostic in writing and estimated cost for repair prior to any service being done on a machine, then take the machine to a local small engine repair shop of your choice. 
  Once labor work is completed,email us a copy of an itemized receipt and we will pass it along to our accounting department for reimbursement review. 

• Initial Complaint

  Date:06/18/2023

  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 bought a Yardmax lawn from *********** It was delivered on March 23,2023. The order no is WP61904623.The problem has existed from the very beginning since I first used the mower. I live in a residential house with only a front lawn (no back lawn). I have only used the mower three times.The problem is this: When I first start the mower,it starts fine,no problem. However,when I stop the mower so that I can unload the first batch of grass from the grass catcher,then I try to restart the mower,it will not start,even if I re-prime the mower. I use the special oil,and special gasoline sold at Home Depot,specifically for lawn mowers. Then if I wait about 15 minutes ,the mower will start again. At first,I called Yardmax,but they dont answer the phone whether you call in the am,mid day,or late afternoon. I then decided to contact then with a special contact form that they have at their website. Yardmax responded to me,that they were going to send me the parts that they felt were needed in order so that I could fix the problem myself. I responded to them(after submitting proof of purchase and registering the product),that all I wanted was for them to send me the name of their authorized dealer here in ***********,**,that could do the warranty work. I also stated that I didnt think it was right for a customer to have do the warranty work,and that if I went into the machine and incorrectly disassembled it,I would probably invalidate the warranty. Yardmax either understood me and ignored my request,or they didnt understand me at all,either way they sent me the parts,when I never authorized them to send me the parts,at all. What will satisfy me? For Yardmax to send me a name of an authorized dealer in ***********,**,that will do the warranty work. I dont feel that as customer,I should be responsible for doing the warranty work.

  Business Response

  Date: 06/20/2023

  Our team was able to locate the small repair shop for the customer to take the machine so it can get fixed. customer was provided with that information via email.

  Customer Answer

  Date: 06/20/2023

   
  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:05/17/2023

  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.

  Purchased Yardmax YP7065 on April 11 2023. Unit ran for 30 minutes, Drive Assembly Broke. Machine useless.Have been trying to contact Yardmax for over a month by phone, text, email to request warranty parts but **************** will not reply, answer the phone or email me.Simple request to communicate with company seems impossible.Any help would be appreciated.

  Business Response

  Date: 05/22/2023

  Customer was contacted to confirm registration and shipping address to complete the parts replacement order on 05/19/23.
  customer replied with the information on 05/20/23. ****, one of our customer service representatives processed the order and sent confirmation to customer on 05/20/23 
  Follow up on customer by supervisor via phone call on 05/22/23. Customer accepted the resolution and its waiting for the parts replacement to be fulfilled. 

  Customer Answer

  Date: 05/28/2023

   
  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:05/12/2023

  Type:Sales and Advertising 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.

  Purchase lawn mower through Amazon, LawnMax. Can not start. Called *** several times. Always disconnect. One time connect they gave me email address to approve warranty / fix cost and the email address was wrong. Can't connect now and nowhere to turn to get reimbursed to fix mower.

  Business Response

  Date: 05/15/2023

  Customer contacted with troubleshooting steps and instructions for the machine to get repaired in a repair shop. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20051043
  
  I am rejecting this response because I've already tried all of this, in their response, with their customer service. As well, i have already sent them an estimate of the work that is required to get the mower started. The mower did not run right out of the box and I need them to approve the estimate to all me to get the mower fixed.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/22/2023

  The approval for the customer to get the machine repaired in a repair shop of their convenience was sent to them on 05/16/23 at 6:55 pm 

  Customer Answer

  Date: 05/22/2023

   
  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,
  
  *********************