ComplaintsforYamaha Motor Corporation USA

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my bike in for an issue with unusual noise from braking. My bike is less than a year old, still under warranty. The issue turned out to be that my bike's rear axle nut was "overtorqued" (according to them) which resulted in stripping of the bolt. I followed the manual's torque spec of 76 foot pounds or 105nm for this bolt, and that had resulted in the bolt sheering up threads on the bike's axle, creating room for my rear brake to wiggle. When I asked if this would be covered under warranty, I was told no. I had read about others getting this fixed under warranty, with claims that the manual has many incorrect torque specs, and a quick ****** search shows many others having this issue. They want to charge me about $130 for parts and a mystery amount for labor. This is ******** to me. I followed Yamaha's own advice in the owners manual, and it comes back to bite me in the a** due to failure of their factory parts, and when I ask, I am told the warranty will not cover it, despite repeating multiple times that I followed the manual's directions. I'd like this work to be done for free, and to be told by someone who actually knows what they are talking about, what I should do to prevent this from happening, because clearly Yamaha's owners manual for my bike has incorrect information. The parts are on order, but I haven't paid yet. I don't plan to. Amount paid is about what they are asking before labor.

  Business response

  09/26/2024

  We apologize to the consumer for the damage to his vehicle and his frustration over its repair.  We have confirmed that the specifications printed in our Owners Manual are correct. There are any number of factors which could have led to the damage to the consumers motorcycle, and as a customer assistance gesture we will cover the cost of this current repair.  We have asked the service manager at ******** in ********* to demonstrate proper use and technique to torque the rear axle nut to avoid a repeat of this problem in the future.
  
  Thank you for allowing us the opportunity to address this valued consumers concerns and to resolve it to his satisfaction.

  Customer response

  09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  09/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a new yamaha 125 dirt bike. It has had starting problems from day one. Been back to dealer approximately 7 times. They charged me $600 in ***airs to get it running. It started with ***lacing the carburetor jets when it was a month old. I was charged for this. The dealer ,boundry tractor, said the factor jets were to small. I asked for a sales *** to call me...know one did. Yamaha has terrible customer relations and produces bad products. From now on I stick with *****

  Business response

  09/11/2024

  We apologize to the consumer for his frustration over his Yamaha TT-R125 off-road motorcycle. We have spoken with *** in the service department at Boundary Tractor and found that they have already repurchased this vehicle from the consumer despite their being unable to duplicate his concerns in the shop.  Boundary Tractor appears to have gone above and beyond for this mutual customer and we commend them for this.
  
  We have no record of any communication from ****************** to Yamaha Motor Corporation, U.S.A. regarding this motorcycle or any other of our products and are very sorry to hear that he was anticipating a call from us which we did not fulfill.  All dealers in our network are independently owned and operated and are under contract to sell and service Yamaha motorsports products. If at any time the consumer wishes to contact us, we are available Monday through Friday, excluding holidays, at ************** from 6:00a to 4:00p Pacific Time.
  
  Thank you for allowing us the opportunity to respond to this situation.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two Yamaha CrossCore e bikes from ************ Motorsports in ********, ** in spring of 2023. Took bike in for repair in Oct 23 and was kept for two months. Took bike in for same issue on April 22, 2024 and they still have my bike. Its been there for 3 1/2 months. Ive called, emailed several times and have even called Yamaha Customer Relations twice. They (Cool Springs Motorsports) do not have any certified bike technicians to repair the bike they sold me or are selling to other customers. I need help !

  Business response

  08/21/2024

  Unfortunately warranty issues do not have final determination made by the dealer.  Once units are sold, the manufacturer maintains responsibility for warranty decisions or any possible replacement.  We have been working with Yamaha to try and resolve this issue for the customer but the advice we have been getting from Yamaha has not been able to resolve the issue.  We have given the customer the contact information for ********************** Corporate as well.  Again, we truly want to resolve this issue as quickly as possible and keep the customer satisfied, but we can only do what Yamaha authorizes us to do in these situations.

  Customer response

  08/21/2024

  In mid/late July 2024, Cool Springs Motor Sports (CSMSs) told me to call Yamaha Customer Relations (CR) and gave me their customer relations phone number. On the two separate occasions of my call to Yamaha CRs, Yamaha CR said that Cool Springs Motor Sports has not filed a claim for a warranty request on my e-bike according to the information in their database. Yamaha CRs said there was nothing on file from ***** making a warranty claim on my bike from last Oct until / through these Julys calls. How would Yamaha Corp honor a warranty claim if theyve (CPMSs) failed to file one with Yamaha ?  So, the answer to BBB from Cool Springs Motor Sports is not consistent with the information I received from Yamaha CR. Yamaha customer relations should have all information pertaining to my case and any information they received from ***** for these calls and any warranty claims if any were made. This is why *** asked the BBB to step in to ensure myself and other customers receive proper care for their expensive purchases from *****. Theyve had my +$3,000.00 bike now for a total of 6 months, and its still broke. 

  Customer response

  08/27/2024

   
  In mid/late July 2024, Cool Springs Motor Sports (CSMSs) told me to call Yamaha Customer Relations (CR) and gave me their customer relations phone number. On the two separate occasions of my call to Yamaha CRs, Yamaha CR said that Cool Springs Motor Sports has not filed a claim for a warranty request on my e-bike according to the information in their database. Yamaha CRs said there was nothing on file from ***** making a warranty claim on my bike from last Oct until / through these Julys calls. How would Yamaha Corp honor a warranty claim if theyve (CPMSs) failed to file one with Yamaha ?  So, the answer to BBB from Cool Springs Motor Sports is not consistent with the information I received from Yamaha CR. Yamaha customer relations should have all information pertaining to my case and any information they received from ***** for these calls and any warranty claims if any were made. This is why *** asked the BBB to step in to ensure myself and other customers receive proper care for their expensive purchases from *****. Theyve had my +$3,000.00 bike now for a total of 6 months, and its still broke. 

  Business response

  08/28/2024

  I spoke with the Service Director this morning and he advised that the original solution proposed by Yamaha Tech Line did not solve the issue. Yamaha then proposed an additional solution and approved the parts/labor to move forward with this solution. The parts are currently on backorder with no Estimated Time of Arrival from Yamaha which is outside the control of Cool Springs Powersports.  Service Director advised that customer was updated by the Service Manager in regards to the status of the repairs and backordered parts. Again, this complaint should be filed against Yamaha itself and not the dealership as this is a corporate issue outside the control of the dealership.

  Business response

  09/20/2024

  We apologize to the consumer for his frustration over his power assist bike being down for repair.  We have been in touch with the dealership to provide them with technical advice to assist in diagnosing and repairing the consumers ebike.  Please accept our apologies for the delay in getting replacement parts out to our dealers.  The technicians at ************ have been in close contact with their Yamaha district manager as well as our tech telephone line for diagnostic advice and repair as well as instruction.
  
  While we do not currently have a certified technician program at this time for our bicycle product line, you can be assured that we do strongly support our dealer network.
  
  Thank you for allowing us the opportunity to respond to our valued customers concerns.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new *** from Family Powersports in Jan of 2024. The model of that *** was a 2024 Yamaha Raptor 110. The information of that dealer is listed below {1}.Since I've purchased the **** it has been back to the dealer twice because the bike randomly dies. The first time the dealer thought they found the issue which was a loose plug wire, however, upon riding the *** after I brought it back home, the same random dying issue still occurred.I called the dealer and explained the issue. Since the dealer is about an hour away, they agree to pick it up this time. The dealer was unable to reproduce the issue; however, they did notice that the plug wire was again loose and replaced the plug. It appeared the threads on the plug were stripped out. Note: in this instance, the dealer looked at the bike for 15m and called me back and explained nothing was wrong with it. After a long conversation, they agreed to look deeper.Around this same time I also called Yamaha. I explained to them the issue and they appeared dismissive. Stating that if there is indeed an issue, the dealer needs to be able to find it. They referred to my issue as an alleged issue. The rep that took my call was dismissive and basically to me that unless the dealer found the issue, tough luck.To finalize, I went an picked up the *** after being at the dealer twice. This past Friday, May 31st I took the *** to *************************** and the bike died randomly 11 times on my son.I am not sure what the issue is, but clearly this bike is a lemon. I am asking for a replacement *** or a full refund. Neither Yamaha or the dealer is really keen on fixing the issue that is very difficult to reproduce. Sometimes the bike will run for 90 minutes, other times it dies 11 times in 30 minutes like at the *** park. Regardless, 100% unacceptable.{1} Family Powersports ****** *************************************** Service: **************

  Business response

  06/12/2024

  We are so sorry for the problems the consumer has experienced with his Yamaha Raptor ATV.  I spoke w/the consumer and encouraged him to bring his unit back to Family Powersports or to another authorized Yamaha near him and will get that dealer in touch with our tech line to resolve this problem.  Coincidentally, our ATV technical advisor, who I consulted about this, owns two of this same model ATV himself, has experienced similar issues, identified how and why is occurs, and has implemented a resolution.  I called the consumer and left a message for him informing him of this information and will happily go over the steps if he feels capable of working on the unit himself to avoid another trip to the dealer, but Yamaha will have a dealer work on the unit at the consumers option.
  
  So happy that ********************** informed Yamaha of the problems he was experiencing so we were able to identify and potentially resolve them.  Wed like to thank him for choosing our product and hope his son enjoys it for many years to come!

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 4th, 2024, I drove my brand new MT07 off the dealership's lot . April 17, less than two weeks later, I noticed a noise coming from the engine and my bike had a horrible vibration to it. It was time for my first service, the break in service so I called the dealership and made an appointment and didn't ride it again until April 25th, the day I took it in for the service. After being examined by the technician, I was told it was catastrophic engine failure from the factory. Multiple parts were damaged. The dealership named off several components that were damaged beyond repair. Plane bearings, balancer assembly, crank shaft assembly, connected rod assembly, and multiple o rings and gaskets just to name a few. They told me they would need to order the parts, but it would all be covered under the warranty. Apparently, the balancer shaft has been on backorder for quite some time and since it has to be ordered from *****, the initial ETA of arrival I was given on 5/8/24 was 5/30/24. I was absolutely despondent. I barely got to ride my new bike for two weeks and now this. was happening. Yamaha apparently does not replace the engine as a whole and each individual part has to be ordered and replaced. Fast forward to today, May 18th, 2024, and my bike is still at the dealership. Now I am told that that initial ETA has been pushed back even farther to 6/15/24. I am heartbroken, frustrated, and mad as h*** I just made the first payment on my bike, and Ive not even seen it in almost a month. I asked for a loaner bike, I asked if it could just be swapped for another bike, Nothing. I have been given nothing. This is the first Yamaha product I have ever purchased and after this, I don't know if I will make that mistake again. I dont have any trust in the brand Yamaha. Summer will be over, and I will still be without a bike.

  Business response

  06/13/2024

  We are sorry for the damage that occurred to our valued customers ***************************.  We know how frustrating it can be when a vehicle is down for repairs but happy that Yamahas factory warranty is in place to spare her the financial cost of repairs.
  
  We have been in touch with the consumer by telephone to discuss various offers available to her and have agreed to provide her with a Yamaha **************** (Y.E.S.) contract to provide the peace of mind knowing that she has genuine Yamaha coverage for an extended period of time.  We once again apologize for the time she is without the vehicle while repairs are performed but hope that she will have many more exciting and memorable experienced with her MT-07.
  
  Thank you for allowing us the opportunity to respond.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ************ bolts have backed out on the Yamaha Viking. This has been a known issue and Yamaha should compensate owners for the failure. The bolts are not torqued enough and have no loctite. This has been happening for years and should be covered despite YES warranty time is up.

  Business response

  03/28/2024

  We apologize for the consumers frustration over his Yamaha Viking side-by-side.  We at Yamaha are unaware of any issues concerning the ************ bolts on the 2019 Viking VI EPS Ranch Edition owned by the consumer and have attempted to reach him by telephone to discuss his specific vehicle to see what we can do to assist but have had no response.  We recommend that he contact Yamahas customer relations department at ************* with additional details and make the vehicle available for inspection at an authorized Yamaha dealer.
  
  Thank you for allowing us the opportunity to address our valued customers concerns.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my used 2018 Yamaha Eluder in May 2022. It was and currently is under Yamaha 5 year YES warranty. Shortly after taking ownership, I noticed the radio presets and navigation changes would not save after turning bike back on, settings would revert back to previous settings. Local dealer replaced infotainment head unit under warranty and this resolved the issue. As part of this process, the navigation requires re-activation. The dealers and Yamaha are unable to activate the navigation. Something is wrong with the software on the replacement head unit. The Yamaha service facilities have had my bike for over 4 months trying to work with Yamaha support but is not able to get the navigation activated. After first dealer had bike for 3 months, Yamaha customer support recommended I take bike to another dealer. I had been calling Yamaha customer support for updates to try and get a resolution. Dealer was telling me Yamaha was not responding? So I scheduled service with a second dealer that Yamaha customer support recommended on 1/5/24 and the dealer is currently working with Yamaha support but I feel the issue is not getting resolved any time soon. Bike has been in shop for over 4 months just to activate the navigation. This is unacceptable from a customer experience and I expect better service from Yamaha. Why can't the head unit be replaced again if they are unable to determine the issue? I feel not enough is being done from Yamaha to resolve this issue. Bike is great but I would hesitate to purchase another Yamaha product based on this service experience. ************** is not the issue, I feel Yamaha dealer support is not properly addressing the issue. The dealer can't fix this issue without Yamaha providing support, so the dealer is at the mercy of Yamaha tech support. It seems to be the replacement head unit is missing some identification software which is causing the issue with activating the navigation. I just want the issue resolved.

  Business response

  02/28/2024

  We apologize to the consumer for his frustration and the length of time it took for two different dealers working with Yamaha directly to resolve the issue with his radio. We have spoken with him and been assured that the problem has been solved and the motorcycle is operating/behaving as it should.  We are sorry that we let it get to this point and that the consumer had to reach out to a third party to intervene but we thank him for his persistence and support of Yamaha products.  As a token of our appreciation we have provided an offer to assist him with a future service or a selection from our apparel or gifts catalog.

  Customer response

  03/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new motorcycle yamaha super tenere by end of 2018. During pandemic the bike spent a few months parked, and the break fluid somehow got chunky, but the problem is that's this ruined the *** pump, and the repair cost about half the bikes market price. The bike has only 16k miles, and this part is supposed to last much longer. Looking at online foruns this is a frequent complain from several ownwers. Yamaha refuses to acknowledge the problem and issue a recall. They claim that the dealers don't report the issue, which is a lie, because I took the bike to 2 authorized dealers, and both contacted yamaha. I too contacted them twice, and they repeat lame excuses. I've been dealing with this issue for 3 years. The problem started happening in 2021. The rear break goes limp, which is a huge safety issue. If ******* does not live up to their reputation I will never buy another motorcycle from them and will tell everyone I can to do the same.

  Business response

  02/23/2024

  We apologize to the consumer for the frustration he feels over repairs to his motorcycle.  Brake fluid tends to absorb moisture from the atmosphere which is why it is crucial that the periodic maintenance schedule in the owners manual be adhered to very closely.Brake fluid must be changed every two years regardless of mileage or use.  Additionally, if different types of brake fluid, glycol-based and silicon-based, are combined the result can be a clumpy,gel-like texture like that described. 
  
  Insufficient or incorrect maintenance are not factory defects and are not covered by Yamaha's limited factory warranty. Due to the age of this vehicle, the owner is responsible for repairs in its entirety.
  
  Thank you for allowing us the opportunity to respond.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2022 MT03 to my 16yo son as a commuter bike to go to school. He had a small accident in early June which damaged the headlight assembly. We had to wait until the end of November to get the new headlight assembly from Yamaha (over 5 months...) and it came damaged. Now the other parts needed to complete the repairs and get the bike out of the shop are still in back order with no idea when they will be available. We are now 7 months later and still no parts... still in back order. This is unacceptable to have a very recent bike immobilized for a year because Yamaha don't have any spare parts. They should let everyone looking to buy their brand the situation. I now bought another bike (KTM Duke390) for my son to go to school. Still very much enjoying my *** R9T, ***** CR500L Super Moto and the Duke!Never ride blue!

  Business response

  01/26/2024

  We apologize to the consumer for his frustration over the repairs to his sons motorcycle.  It appears that most of the parts were ordered in mid-August and were delivered within a few days, however we do acknowledge some exceptions.  A second order was placed in mid-November and there is only a single piece that remains outstanding.  The POSITION LIGHT ASSY will ship from overseas and is estimated to arrive in late February.
  
  We are working closely with our supply chain to see what we can do to expedite this part, but we must decline your request that we repurchase the motorcycle.  We are very sorry to hear of your son's accident and damage to his Yamaha MT-03.  We hope he is well and will continue to support Yamaha into the future.
  
  Thank you for allowing us the opportunity to respond.

  Customer response

  02/15/2024

  Dear Yamaha, 

  Thanks for taking the time to respond. So if I get your response right, it sounds like:
  - it is normal for your brand not to carry any spare parts in inventory in the U.S. for your latest models;
  - you couldn't care less about your customers being stalled and wait over 6 months to get a part on a 2022 model;
  - you won't make any gesture to apologize for your horrific customer service and inability to address customers issues. 

  You should be ashamed and apologetic and your only answer is "it's coming from overseas"!
  Well,run your business properly and carry spares in the U.S. for your recent models. Or at least tell your customers they won't be able to ride for 6 months to a year if anything needs to be replaced on their bike. And the best part is to be waiting for 6 months without even a sense of when you will be able to have the part... Fantastic way to treat customers!

  With that, all I can say is congratulations!  I had my doubt when buying this first Yamaha, but I wanted to give it a shot. At least now my fears are confirmed, Yamaha really is the worst motorcycle brand! And you just convinced a full family of riders of it... Please also be assured that I'll do my best to spread the word as much as I can in riders communities. 

  In the meantime, I'll go ahead and lie to who wants to hear it saying that MT's are great bikes so I can get rid of this ****. 
  You guys ride ***** at home, right?

  Business response

  02/23/2024

  Again, we sincerely apologize to the consumer for his frustration.  Most parts that were ordered to repair his sons motorcycle arrived at the dealer within days, but we understand that the repair could not be completed until they had everything they needed.  We regret that we did not have all of the parts immediately available and did everything within our power to work with the dealer to get their orders completed.  The last remaining part was actually delivered a few days earlier than anticipated and we are happy to report that as of February 13 the service techs had everything they ordered.
  
  We are sorry if the consumer feels that anyone at our company was dishonest with him We are proud of our heritage and reputation for manufacturing products with the highest standards of quality and workmanship and we stand behind every Yamaha vehicle.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own a 2021 Yamaha Wolverine Rmax 4 and my local dealer Penco has installed new cab doors on it in January of 2023. In July of this year the drivers door wouldnt latch. I took it to Penco and they installed a new latch assembly but it didnt fix problem. It wouldnt latch properly and their response was its all they could do. I still got charged for the labor of $241.65. I also called Yamaha Motor Corp to complain and after ***** talk to me of complaint and I offered to send him a video of what is causing the problem he said he has no way to send it to him. He called Penco and they said because I put this Rmax on its side last year it was causing problem. I said it worked properly for 5 months and now it doesnt. Its not what causing problem. I took Rmax to my garage took more videos. I also lubricated latch assembly and now it works 90% of time but still sticking occasionally. I want my money returned for a poor job of workmanship and poor customer satisfaction.I still have a video but cant send it on your site here.

  Business response

  12/18/2023

  Firstly, we are truly sorry for the frustration the consumer has experienced with his Yamaha Wolverine and our authorized dealer.  We have spoken to the dealer and learned that, due to the vehicle frame being out of square due to a previous incident, their installation of the door kit was difficult and required many modifications to ensure the doors fit correctly. 
  
  We have spoken with the consumer directly and discussed what he would consider a satisfactory resolution to this situation.  He has confirmed that with his lubrication, the door latches will work 90% of the time, and he seeks a refund of the price he paid to the dealer for additional adjustments.  Yamaha agreed to this and will send a check to the consumer.
  
  Thank you for allowing us to respond to this issue and find a mutually satisfactory resolution.

  Customer response

  01/12/2024

  I am satisfied with Yamaha Motors solution by paying me back for their local dealers poor workmanship on trying to repair my Rmax 4 but tipping this machine on its side was not the problem for not repairing it. As I explained to Yamaha Motors when I found the original problem and repaired it I had removed the strike from the frame and pushed it into the latch assembly with the door open I found a lever that would not retract to proper position to complete latch to lock. After I sprayed a lubricant on it did it actually start latching by itself. That probably was the original problem when I took it to dealer for original warranty.

  Yamaha motors did say that I would be see a check and that will satisfy me but still feel local dealer caused the conflict. I do say this issue is done with. Thanks Yamaha Motors 

  Business response

  01/22/2024

  We are glad we were able to resolve this issue to the customers satisfaction but are sorry to hear about the difficulties he had with our authorized dealer.  ****************** is welcome to contact Yamahas Customer ******************** with any future issues regarding his Wolverine RMAX4.

  Customer response

  01/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.   But I still have not received the check you said would be sent. Please dont renege on your agreement. 
  Thanks
  *********************

  
  Regards,
  
  *************************
  
   

  
  

*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. ↩