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:05/29/2025

  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 "SkyBox" Cargo Box from one of their dealers in ********, ** in November of 2022. I've used the cargo box only 3 times and 2 of the 3 times the cargo box leaked water inside (from driving in the rain) which got the contents of the cargo box wet. This product was sold with a "LOVE IT TILL YOU LEAVE IT" LIFETIME WARRANTY, which does not specify water leakage as not being covered. On May 29, 2025 I called Yakima and spoke with the ************** Manager who denied my request for replacement or reimbursement, stating that their cargo boxes are designed to leak and that the consumer needs to wrap all their contents in plastic to keep it dry. Nowhere in their literature or website does it state this. Initially I was prepared to exchange my cargo box for a new one believing that mine was defective, but after the warranty manager explained to me that their products are designed to leak, I am requesting a full refund ($575.20 purchased from Rerack in ********, ** on 11/27/2022). Yakima has indicated that they are unwilling to honor their warranty and refuses to accommodate me in any way.

  Business Response

  Date: 05/30/2025

  Hi *****,

          I am sorry to hear that your cargo box is not performing as you hoped it would.  They are not listed as being waterproof, but they are also not listed as not being waterproof.  I can refund your original purchase price, but I will need a couple of things from you.  You can send an email to ********************************** with ATTN ****** in the subject line.  I will need the following items from you before we can proceed with the reimbursement.

  1. I will need you to do what we call a field destroy on the cargo box.  That just means that I need you to drill ***** holes in the lid and send me photos.

  2, I will need a good mailing address and contact number.

  I already have your proof of purchase, thank you for that.  And again, I am sorry that you are dissatisfied with the performance of your cargo box.

  Customer Answer

  Date: 05/30/2025

   
  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.

  I will email you the field destroy photo's and my contact info per your instructions.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/28/2025

  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.

  Complaint Summary: Defective Yakima EXO Swing Base No Response from Company Complaint Details:I purchased the Yakima EXO system, including the Swing Base, GearLocker, TopShelf, Gearwarrior and additional accessories, from an authorized dealer (Brand Cycle) on April 28, 2025, totaling over $2,500. After assembly and installation, I noticed that the Swing Base was not holding levelit consistently shifts to one side, causing the cargo box and bar to sit unevenly.I followed all instructions provided by Yakimas customer service representatives, including confirming the tow hitch was level and using the setup on multiple road trips. Despite properly loading cargo and even redistributing weight to one side, the problem persists. The Swing Base remains slanted and unstable.I have contacted Yakima customer service with no response or resolution to date. Given the cost of this premium system, this level of quality and customer support is unacceptable.Resolution Requested:I am requesting Yakima to send a replacement EXO Swing Base and provide a prepaid return label so I can return the defective unit. I am hopeful for a prompt and fair resolution.Attached: Photos of the defect I can provide as BBB only accept up to 5mb size

  Business Response

  Date: 05/28/2025

  *******,
       I am unsure why you have stated that you have received no response from Yakima, when you have an email chain with ******, where you said that you were satisfied with the support you received.  Upon inspection of the photos that you provided, the under 1" disparity is within spec and is part of the product tolerance built into the system.  This tolerance is something that all hitch products (not just Yakima's) have built into them for dynamic products with multiple uses.
  Based on the photos that you provided, there is less than an 1" difference in height between the left and right sides.  This is normal and even expected with the *** Swing Base.  Since it is not moving in the hitch, as stated by you, unless the arms are shifting during transit, there is no quantifiable reason for the replacement of the swing base. 

• Initial Complaint

  Date:01/11/2025

  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.

  This order was delivery broken. Due to the nature of packaging, it was impossible to find out until later time when it was fully unboxed. The item was sold under deep discount therefore I can't return it. And Yakima unjustly use strict shipping policy with intent to transfer risk of loss to customer. They refuse to refund, return or warranty for a brand new product bought directly from their site. The order for matter is **********

  Business Response

  Date: 01/13/2025

  Yakima has long had a policy that states: "Before signing for delivery, inspect your items for damage - any damage not noted during delivery is not the responsibility of Yakima."  This requirement does not solely apply to just the packaging.  These boxes are large and can shift considerably in transit and there can be damage that is not immediately obvious.  In addition, our policy also states: "While we take every precaution, unforseen circumstances can sometimes lead to damage during transit. We kindly request that you unpack and inspect your items upon delivery. If any damage is noticed, you have a window of 3 business days from the delivery date to initiate a claim. Any claims filed outside of this window may result in the claim being denied."  We received the initial email about the damage 6 business days after delivery.  You can see the complete shipping information page at *******************************************************************************.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22799806
  
  I am rejecting this response because:

  Unlike which stated in previous response, Yakima was contacted immediately upon realizing the damage. 

  The package was delivered on Jan 3, 4:19PM (tracking number *********************************************************************) 

  Here the screenshot email from Yakima system acknowledging my ticket on Jan 3, 5:07PM (Yakima1)

  Sincerely,
  
  *** *****

  Business Response

  Date: 01/16/2025

  I am sorry, I was working off incorrect information in our internal system.  I have turned in the paperwork for a full refund of $507.69.  It can take up to 14 business days for the refund to appear in your account.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22799806
  
  This response is accepted. The complaint will be closed upon receipt of funds. Thank you

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:09/20/2024

  Type:Product 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.

  Purchased Rack and Roll 66 Trailer on 8/5/24. Received on 8/14/24. Assembled and discovered non-functioning license plate light on 8/15/24. Called ******************** support on 8/16 and 8/19/24 and waited over 1/2 hour each time w/no answer. Emailed Yakima support 8/19/24. Recv'd reply 8/19 and given ticket # ******. I sent follow up email 8/19 and recv'd no reply. Sent additional emails 8/28 and 9/07/24 and recv'd no reply. Over one month since initially reporting problem and no resolution or reply from Yakima. Yakima's strategy seems to be to ignore me and hope I go away. Yakima owes me a functioning license plate light. I am a lifetime ******************** customer (roof racks, saddles, bike rack, gear box, and now trailer) who will likely never purchase a Yakima product again due to such abhorent customer service.

  Business Response

  Date: 09/20/2024

  Hi ****,

       I do apologize for the delayed response.  We are currently out of stock of the replacement license plate kit, which should install the same as the older version shown in the instructions.  I can place a back order, as we are expecting to get a shipment in in Mid October.

   

   

• Initial Complaint

  Date:07/22/2024

  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 placed an online order on Memorial Day holiday. We called their number that same day to cancel like they had said on their web sites. We tried contacting them via their online messaging. The online messaging does not provide a receipt for what is sent. We tried calling the next open bussiness morning. Kept the phone for 20 minutes during their business hours. In order to return it we tried calling them repeatedly. Multiple times me and my husband called and held the phone provided on their web site for over 20 minutes over several days. Each time no answer. We contacted them via email and arranged for a return. However, their web site said that there is restocking fee at their discretion and shipping fee. So we tried again calling with no answer to see what the refund will be before shipping back. No answer. We emailed once me and once my husband with the same question, again no answer. To make the story short, we ended up with a product that we did not want and a lot of wasted time and now since 30 days are passed due to lack of answer from them, we can not get our refund. And given that it is so hard to communicate with the company and they are so vague in their refund policy, we did not want to be in a situation where we have sent the product back and they only issue a small refund or none and we can not get in touch with them to clarify thing. This company does not communicate according to standard business practices. I understand operator being out one day, but not multiple days and also why not send a communication receipt when messages are sent in their website.

  Business Response

  Date: 07/23/2024

  Unless the item is damaged, there is no restocking fee.  We provide a return label, so there is no return shipping cost.  We do not normally refund the original shipping costs.  The return amount is $251.88.  You did not pay shipping on the original order, so there is no shipping charge to refund.

• Initial Complaint

  Date:07/12/2024

  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.

  FatCat 6 EVO Premium *************** Mount, Fits Up To 6 Pairs of Skis or 4 Snowboards, Rides Quietly, Fits Most Roof Racks, Black HINGES damaged on both crossbars through normal careful use. Yakima has not responded to support request in 3 (THREE) weeks. This is beyond a ridiculous timeframe. Yes, everybody is busy, but 3 weeks is more than long enough to respond and determine a resolution.This is an expensive ski rack, supposed to be high quality, not cheap junk, from what I thought was a reputable company. I am beginning to doubt those assumptions based on the companies complete lack of support.

  Business Response

  Date: 07/15/2024

  HI *****,
       I apologize for the delayed response.  Can you please send me photos showing where the rivet has ripped out of, along with a video showing the hinges?  Please include a copy of your receipt or invoice.  You can respond directly to the original ticket that you sent in.

• Initial Complaint

  Date:06/29/2024

  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.

  The owners at The *********** Mobile Home park ********************************** ************* have completely let go of the neighborhood. We have needles, foil, break ins and overgrown lawns/trees all over. It is saddening and truly heartbreaking that we never see the owners taking care or helping maintain. They continue to put our lives at risk with the drug addicts and homelessness theyre allowing in our park. Rent keeps increasing and the park decreasing. This community would love to help each other, instead to them we are just a business

  Business Response

  Date: 07/01/2024

  Hello,

        I am so sorry to hear about the issues that you are having with your neighborhood and the needles and the break ins and everything else. Unfortunately, you reached out to Yakima Products.  While we did start in Yakima, we make roof racks, bike racks, cargo boxes.

  Here is a link to our website: ***********************************

  I hope that this gets addressed and resolved, but we do not own the North ************ Home Park.

• Initial Complaint

  Date:01/12/2024

  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 purchased a Yakima bike rack a couple of months back (it was a replacement for another one we loved from the same company, but was damaged in a car accident). The purchase was made through an authorized dealer. When it was delivered, there was a manufacturing defect with the item, so we attempted to contact Yakima by every means they provide: we tried calling (you cannot talk to anyone - it is just a message to use the "contact us" form through their website), we used the "contact us" form which says it takes up to 30 days to hear back (it has been more than 30 days), we messaged again through the "contact us" as a follow up, we messaged them through ******** Messenger which says it takes up to 10 days to hear back (it has been 14 since sending that message), we messaged them through Instagram - there are NO replies and they have made NO attempt in any way to find out about the defect of their product.

  Business Response

  Date: 01/15/2024

  Hello,

         I am sorry that no one has gotten back to you.  I am not finding an email from you in our system, which is one reason no one has responded.  I did look under your name, email address and phone number.

         If you can send me an email at ********************************** with attn ****** in the subject line, that will ensure that I receive it.  If you can send in photos/video showing the issue, that would help us get this resolved faster.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21137821
  
  I am not technically rejecting this complaint. Simply updating it. 
  

  We have sent the requested email to the address you have provided (which is where the original messages were sent as well). The email was sent yesterday.
  

  We included the original unanswered messages, the pictures, the BBB complaint number, and Cced the email address used for the BBB complaint (**************************).
  

  The email was sent from the original email address from our original requests: *******************. 
  

  All other methods for contacting you have remained silent. (FB Messenger and IG Messages.)
  
  Sincerely,
  
  **** and *************************

  Business Response

  Date: 01/17/2024

  Thank you for the email address the original ticket was made with.  You should be hearing from an agent today.  I know the instructions say the bolt has to go from the passenger side to the driver's side, but sometimes the nut is put in backwards.  You can thread the bolt from the driver's side to the passengers side and as long as it tightens, you are all good to go.

  Customer Answer

  Date: 01/24/2024

  We are now in contact with the business. They have shipped a replacement part, which we have not yet received. When we receive the part, we will update the complaint. Thank you. 

• Initial Complaint

  Date:01/11/2024

  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 submitted a warranty claim (ticket ******) for a broken component of my Yakima rack system on November 20th, 2023. Yakima responded with an automated email, acknowledging receipt of the submission on that same day, and saying that they will respond to my claim within ***** business days (a wait time that I would say is unreasonably long).Yakima still has not responded to my claim. It has been 51 calendar days, 37 weekdays. Yakima's response wait time of 30 days is unacceptable, and they're late for even that.

  Business Response

  Date: 01/12/2024

  I apologize for the delayed response.  This is not an excuse, but we are short handed at the moment.  We have reached out to you for some additional information so that we can determine the  best way to resolve this issue.

• Initial Complaint

  Date:07/31/2023

  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.

  This issues start with my purchase march 2 2023 for baseline towers and bars which was received and installed to my vehicle March 5 and per their written in instructions. Fast forward to July 2 while I was driving out of state the rack system detached from the vehicle 400+ miles away from my house. I then called into Yakima on July 5th 2023 they sent me an email to get some more information and pictures of the damages to the two bicycles that were on the rack when it detached from the roof. I sent the information to them on the 5th within hours and got a response asking for more information as to which I responded to within 20 minutes of receiving. After that I did not receive any written response from a person until July 17th. To get information to keep the issues going I did call in several times and was verbal told they wouldnt email wait they had told me over the phone. I would not trust this company with your equipment or your Buisness as it is near to impossible to get a resolution.

  Business Response

  Date: 08/01/2023

  We are sorry that the roof rack, bike rack and bike fell off your vehicle.  We understand not having space in your vehicle for both the ejected roof rack with bike rack and your bike.  That being said, you do need to understand that in order for us to determine that it was a manufacturing defect/issue, that we do need to have the items sent back to us, or at the very least, photos of the measurements used to attach the roof rack that we and our ****************** can look at physically.

   

  I am sorry that it did take 4 days from your response for our PI Claims Specialist to reach out to you.  Two of those days were weekend, when we are closed. We do get the frustration.  We also were respecting your request to no longer bother you with emails until we had a tracking number for the reimbursement check for the cost of the roof rack and bike rack.  You were informed that the check would go out on July 31, 2023, which it did and you were sent the tracking number as soon as it was available.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20400676
  
  I am rejecting this response because:
  The complaint wasnt the bike rack. The complaint was about the amount of time that I had to waste to wait and call in to get responses from your company. There is 0 accountability at Yakima for this and is a serious matter that needs to be addressed. The proof was the fact that you made an excuse about the weekend. Please explain the gap between the estimate and the response from *****. FYI I called in on the 17th and ***** out of the office and I magically got the email from him shortly after calling in
  Sincerely,
  
  *********************

  Business Response

  Date: 08/02/2023

  Dear ***,

         We did respond within two business days.  When I mentioned that two of the four days were weekend days, when we were closed, I was not making an excuse, but stating a fact.  According to Fed Ex, your reimbursement check was delivered yesterday, August 1, 2023.  When we spoke on the phone, you had made it very clear that you did not want us to contact you until we had a tracking number for your reimbursement check, that you were told would not go out until July 31, 2023.

  You have also made it very clear that you no longer wish to own or purchase Yakima products, so I am not sure how we can further help you, within our policies and guidelines.

   

  In a new communication that you have with one of our agents, you state this:

  "My phone number is 404-78x-7xxx. Yakima products is not authorized to call me at anytime unless given written consent via email for each call. Thanks for your time. "

  Due to that statement, we would be violating your request.