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:07/05/2023

  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.

  I have a Yakima FullSwing 4-Bike Hitch Rack which has a manufacturing defect. It was working fine and recently started having issues. I opened a case with Yakima support to see if the rack can be repaired or replaced. Ticket ID ******. Support representative was very helpful all the way and acknowledged that rack is defective, but he cannot replace it as I don't have the receipt. He did offered a coupon to buy a new one from the Yakima website but my question is why I need to buy a new one if the product is defective? I believe that the rack needs to be replaced as it is defective regardless of not having a receipt. According to their website, Yakima Bike Hitch Racks and Mounts have Lifetime warranty. Can I get a replacement FullSwing 4-Bike Hitch Rack?

  Business Response

  Date: 07/17/2023

  Hi,

            On our warranty page on our website, it does show that we need a proof of purchase in order to be able to replace or reimburse for the product.  You do not have proof of purchase to show us.  We did offer and send to you a 40% discount code to use on our website, which you did initially agree to.

  Without a proof of purchase or a back statement showing same, we will not be replacing the bike rack.

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20277267
  
  I am rejecting this response because:

  I was never asked for a bank statement. I have send pictures of the rack proving that the rack is manufactured by Yakima. They sent me coupon but the site charges shipping which at the end coupon doesnt take off much. 
  I lost the receipt and just because of that Yakima cannot honor their warranty. This is really bad business. They should replace the rack. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/05/2022

  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.

  In 2018, I purchased a roof rack from Yakima for my car. The roof rack was appropriately installed per specifications listed on the Yakima website, and worked well over the past several years, however, when I was driving back from an IRONMAN competition this summer on July 11th, 2022, the roof rack suddenly failed while on the highway. My car and bikes were damaged significantly in this incident, and the roof rack was destroyed beyond repair. The failure of the roof rack was sudden, with no warning, and could have easily caused a severe motor vehicle accident. Fortunately, there were no drivers following closely behind me when the incident occurred.Under the warranty Yakima provides, and with the reassurance of their customer support team when I called after the incident, I was assured that a resolution would be made for this incident. However, I have been unable to make progress with the support team after almost 5 months and many contact attempts over the phone and through emails directed to the support ticket, leading me to cancel the rest of my competitions & travel for the rest of the year. I have a dashcam video of the incident when it occurred, and it is apparent in the video that the roof rack failed due to a "Yakima Q-Tower" breaking off, allowing the rest of the rack to detach from the car.When I call the support line, I am given more tasks to complete, including getting additional quotes for my car and each of the bikes, sending pictures in many different formats, and sending additional information over email. I have not received any information from them without initiating additional contact, and I have no end in sight for when this claim will be resolved.Today, I have been attempting to contact them over the phone support line, however, I get hung up on after 20 minutes waiting on hold. I would like to get this resolved as soon as possible. The resolution I am seeking includes replacement of the rack system and repair to my vehicle and two bikes.

  Business Response

  Date: 12/06/2022

  We have reached out to you and are going to push this through as soon as possible.  Thank you for taking the time to talk to us.

• Initial Complaint

  Date:11/29/2022

  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.

  We had the grab bars fail us on the highway so lost our entire system. I submitted a claim back in September, giving the required receipts and photos. I was told someone would contact me back but each month that passed, I had to contact them & was asked for more information. They (Rutger) now states that the grab bar warranty is not in effect because I carried a SUP without having it tied to the ************ of the vehicle. They also told me that their hull raisers were not meant to hold stand up paddle boards. This is ridiculous since the whole point of getting a rack system is to be able to carry your "toys". Standup paddle boards, unlike canoes or kayaks, do not have a means to be tied down to the hull or *****. Basically, if you want their warranty to be valid, DO NOT ever carry a SUP. The way they dragged this decision out over 3 months is wrong. All they offered me for their snapped grab bars and bent cross bars was a discount for new grab bars and cross bars. What is the point of a lifetime warranty?

  Business Response

  Date: 11/30/2022

  We are sorry for the delayed responses.  We did call yesterday (November 29, 2022) and reach an agreement of reimbursing for the rail grab towers, round bars and one Hull Raiser.  

  Customer Answer

  Date: 12/07/2022

   
  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 am waiting for the reimbursement.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 01/06/2023

  Hi,
  I had thought I had resolved my case on Dec. 7th when Yakima had said they would mail a check to refund their failed products, covered under the lifetime warranty.  I still have not received a refund and should have by now.
  complaint id# ********
  -*******************************

  Business Response

  Date: 01/17/2023

  We are sorry, we did the math wrong.  A check for the difference will be going out on January 31, 2023 and you should have it **** business days after that.

  Customer Answer

  Date: 01/24/2023

   
  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 as long as the amount of funds stated arrives.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/06/2022

  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 a Yakima *********** '66 and on August 08, 2022, under Ticket# ****** I filed a lifetime warranty claim due to the protective coating on the bars tearing after limited use. I provided proof of purchase and pictures of the damaged bars. The automated email response said it will take 14 - 20 days for a response, which would have been around September 5, 2022, at the latest. I emailed again referencing my ticket number and as of October 6, 2022, still have not received a response reference the warranty claim.

  Business Response

  Date: 10/07/2022

  Hi ********************************  I am very sorry for the delayed response.  I am not trying to excuse it, but we are a department of less than 10 employees who receive over **** calls and emails a month.

   

  I will look at this today and reach out to you before 9am Pacific Time.

  Customer Answer

  Date: 10/07/2022

   
  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. Fir such a major international company to have so few U.S. based customer service employees is poor on their part, as it puts extra unwarranted stress on the employees. Yakima needs to step-up recruitment and hiring as well as fix the timeframe it says it will respond to reflect a more accurate wait time
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  Yakima did not honor its warranty and instead, subjected us to an abusive and unreasonable claims process. In 2017, we purchased Yakima baseclips, crossbars, and baseline tower ("roofrack") for our "naked roof" 2012 ****** Prius. We use the racks a few times a year to locally transport our kayaks In *******. We have decades of excellent driving records, our car is in excellent condition, and we always exercise caution (especially while driving with our roofracks and kayaks). Professionals (e.g., this ******* ******** Sports staff https://adaptivesportspartners.org/kayaking/) have always safely installed &/or double-checked checked the roofracks. When not in use, we cover & safeguard the roofracks in our barn, in immaculate condition. On July 19th, 2022, while traveling nearby without the kayaks, the rear roofrack (crossbar, baseclips and locked-down baseline tower) suddenly flew off our car and landed in pieces, on and next to the road, damaging our car (fortunately no one else was harmed). We contacted Yakima and asked them to replace the rear roofrack and baseclip. Over several (***** minute) calls and email exchanges, we provided Yakima staff with all information and requested evidence (witness statements, Yakima packing slip, many photos, item serial #s, etc).Over the months, Yakima continued to give us a complete runaround, not getting back to us and then asking for yet more documentation. If we suspected they were going to give us such a frustrating run around, we would not have wasted our hope that they would 'do right', honor their warranty, and replace the clearly defective & damaged parts. In our frustrating experience, Yakimas product and customer service have been unacceptable & nonresponsive. Having read numerous ******** reviews left by others, we now know this is Yakima's 'MO' and 'business as usual.' Something should be done about Yakima's 'stall and frustrate' warranty 'customer service' business practice.

  Business Response

  Date: 09/19/2022

  According to your correspondence with our agents, we are still waiting on answers to some of our questions.  These questions are not designed to be abusive or difficult.  We do need to rely on customer feedback when things like this happen, since we are not there when it does.  The questions are so that we can best determine what happened and how to prevent it from happening again.

   

  Your cooperation is greatly appreciated and needed.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18019637
  
  I am rejecting this response because:

   

  Yakima's repeated duplicative requests for the same information have become abusive; every time we provide clear information and documentation, Yakima requests more.  Now they are asking for documentation that has nothing to do with the state of their roofracks on our vehicle on the date in question (and we already provided the sought information during previous call with their 'customer service' reps ****** ago).  ******************** is not acting in good faith, and we are more and more doubtful that they ever were acting in good faith to 'investigate' our claim:

    As last communicated with Yakima in early September:

  "    As described in our July 21st email and during our 2 phonecalls (with you and Rutger in August), the kayaks were not on top of the roof when the rack dislodged (we had kayaked the afternoon before and planned to kayak again later that day when this occurred):
  
  "   . . . Unfortunately, this past Tuesday (July 19th, 2022), while traveling nearby without the kayaks, the rear roofrack (crossbar, baseclips and locked-down baseline tower) suddenly flew off our car and landed in pieces, on and next to the road. . . . .""

   

  We also told Yakima staff that all installation measurements followed their written instructions and using their tools.

      We have explained via correspondence and 4-5 telephone ***** minute 'interviews' with Yakima staff regarding all aspects of this incident numerous times exactly what happened, our vehicle's under-carriage, etc.  We have documentary proof that other same-model vehicles in our area have the same limitations and safely transport their kayaks on roofracks; the only reason we reached out to BBB is that we now feel that after 3 ****** and many phonecalls (thus loosing our entire season awaiting resolution), we are getting the'royal' runaround.  If you look at their ******** page of the last few years, you will observe that Yakima's treatment of us in this situation is part of a pattern.  Most of those customers simply gave up pursuing their Yakima warranty.  We are asking BBB to intervene and stop this consumer abuse pattern, so others don't befall the same fate.

   

   

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

  Business Response

  Date: 09/26/2022

  We did reach out and are replacing the damaged rack and adding in an accessory to make following the instructions easier.  It was caused by user error and not following the instructions for transporting Kayaks.  

  Customer Answer

  Date: 09/29/2022

   
  Better Business Bureau:
  
  I have reviewed the business' response in reference to complaint ID ********, and find that this resolution to replace the defective and damaged roof rack & equipment is satisfactory to me.  Regardless, I doubt the business' assertion that the defect was caused by 'user error,' because the kayaks were not mounted on top of the roof racks & car when the rack failed.  The racks were routinely checked when rarely utilized.  When the kayaks were transported on top of the roof racks on other occasions, they were secured in the same manner as most kayakers mount their kayaks in this area without mishap, and were always transported at slow speeds and short distances.  I nonetheless appreciate and accept the replacement equipment as a final resolution.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/11/2022

  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 purchased a Yakima rack last October for my 2018 F-150 Supercrew. The baseclips for the rear rack never really held very well. The rack fell off of the truck earlier this summer while I was driving. Before I could get back to it was ran over. I have emailed Yakima since July 7th several times with nothing but automated responses. I have replied to the first email chain where the automated emails say I can reply to add to my case and I have also sent new emails with nothing but automated responses.Yakima should respond to my emails. I would also like Yakima to repair, replace or refund half of what I paid for the entire rack (since the front rack is just fine).

  Business Response

  Date: 09/19/2022

  I am sorry about the delayed response.  We are a small department receiving over **** emails and phones call each, each month.

   

  Someone will be reaching out to you shortly to help resolve this issue.

  Customer Answer

  Date: 09/30/2022

  Hello,
  
  I see that my complaint is now closed because I did not respond.  However, the message from the business says they will reach out to me directly but, they have not reached out to me, I am still waiting.  Can you please open this complaint again?
  
  Thank you,
  
  ****

  Business Response

  Date: 10/17/2022

  Hi *******,

       I am sorry about the delayed response.  I was waiting to hear back about the last question that I sent you about what you normally carry on the crossbars.

   

  I have sent you an email with your order information.

• Initial Complaint

  Date:08/22/2022

  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 purchased a doublehaul fly rod rack in 9/13/20 for $740 from rack attack in ******, **. under the assumption that it had a lifetime warranty. I began having issues with the products workmanship an materials which has rendered the product useless for it's intended use. I contacted their customer support on 8/15/22 to begin the warranty process. They asked me to email them a video which I did on 8/17/22 and since then I have sent 9 emails including the videos, the original proof of purchase and follow up emails with pictures and descriptions of the issues with the product all at my expense. I have also left **** from customer service a voicemail. I have received no response to my emails and **** has not returned my voicemail from 8/18/22 and today is 8/22/22. Originally the company provided a lifetime warranty for the product but they have not responded to my many forms of communication so currenty they have not committed to provide any response or even any recognition of my claim to uphold their original commitment of a lifetime warranty. This product is less than 2 years old. The nature of my dispute stems from the lack of any form of customer support for a product that is faulty in both workmanship and materials. I have provided everything and them some that have asked of me when I filed my claim and all that I have received is radio silence from them. I have spent a lot of time and money related to the defective product and I expect a large company to stand by their product and warranty or at least acknowledge a customer with such an issue. ******************** has not tried to resolve this issue which I first reported over a week ago. I feel like they are trying to blow me off hoping that I will just go away. I probably would just based on the amount of effort that I have put into this but I am not a rich person that can just go buy another fly ********************* from another manufacturer. **********************. Thanks

  Business Response

  Date: 08/23/2022

  Hi ****,

   I am sorry about the delay that you are experiencing.  We will be reaching out to you today, to resolve this matter.

• Initial Complaint

  Date:08/09/2022

  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.

  Submitted warranty service request on Yakimas website twice. Zero response. Two week old FrontLoader rack, red tightening k*** no longer functions. Rack is inoperable. Need a fix or replacement.

  Business Response

  Date: 08/10/2022

  I am sorry that it has taken so long to get back to you.  We are looking into this now and will be in touch by the end of the day today, Wednesday August 10, 2022.

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service 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.

  Yakima will not take return of an un opened item.

  Business Response

  Date: 08/04/2022

  Hi,

       You just sent in your return request today, and I have not had a chance to get to it yet.  I will take care of it tomorrow (Friday August 5, 2022) and send you a FED EX label to use to send us the item back.  

  Customer Answer

  Date: 08/12/2022

   
  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,
  
  *****************************