ComplaintsforKawasaki Motors Corporation USA

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Kawasaki Motors regarding a serious safety issue with my new 2024 ZX6R motorcycle. I purchased this bike brand new, with the odometer reading 0 miles. ** approximately ***** miles, the motorcycle experienced a complete power cut-off while I was riding, and the engine refused to restart.This incident, which I have documented on video, occurred during normal riding conditions. The sudden loss of power compromised my safety and has significantly eroded my confidence in the reliability of this motorcycle. The bike is currently at the dealership located at ******************************************************************************************************** for inspection.The dealerships technician has diagnosed the engine as defective. They informed me that the timing chain had skipped, causing a break in the valve and bending the head. Given the severity of this defect, I am deeply concerned about the potential for catastrophic consequences. Had this failure occurred on a curve, I could have been seriously injured or even killed, potentially causing a fatal accident involving others.I purchased this motorcycle with the expectation of dependable performance and safety, and this experience has been profoundly disappointing and alarming. I urgently request that Kawasaki take immediate action to address this critical safety concern. I seek a thorough investigation into this defect and a prompt resolution that will restore my confidence in Kawasaki motorcycles. I strongly urge Kawasaki to provide a replacement with another new ZX6R or, at the very least, a brand new engine. I do not want an engine rebuild; my preference is for a new bike within a week.I am prepared to provide the video evidence of the incident to aid in your investigation. Thank you for your immediate attention to this matter. I look forward to a prompt and satisfactory resolution that ensures the safety and reliability of my motorcycle.

  Business response

  06/07/2024

  Sorry to hear about your issues. Unfortunately this is the general purpose engines division. You are looking for the power sports division in ************** *********** 

  Thank you,

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Husqvarna zero turn riding lawn mower with a Kawasaki fr691v engine in July 2022. The mower had to take it into the shop October 2023 because of air filtration problem--within the first year. (The mower was parked in ***************** is garbage now and has to be replaced. Kawasaki will not warranty this engine while stating, it's customers problem. I'm finding out other people has had the same issues and made complaints and/or left complaints to the BBB. Also, dust and debris bypassing the air filtration system seemed like an issue with these engines. Newer models have been made to take care of the dust problems. Why won't Kawasaki take care of their responsibilities? I am disabled and saved for this zero turn, why would I tear it up? I cannot afford a new engine when it's not my fault. My family attorney will be getting involved.

  Business response

  04/19/2024

  For us to be able to investigate further please provide your engine serial number and the name of the dealership you are working with.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a registered letter from the ************** dated 20 December 2023 concerning the FX850v Kawasaki engine and a possible voltage regulator safety issue and was instructed not to use the mower and was instructed to disconnect the negative battery cable. It also stated that Kawasaki might have a solution by mid February. I contacted my local dealer around the 13 February 2024 to check the status of the voltage regulator solution. I was told that Kawasaki had a solution for some of the affected engines. I was also told there was a problem obtaining the new voltage regulator kits. I obtained a FDM (Factory Directed Modification) dated 5 February 2024 which listed Kit number 99999-0934 and included my FS-24 engine.I called my dealer and was told they had some of the kits in but my FS-24 engine was not included based on a FDM dated 7 February 2024.I believe my dealer is doing their best but cannot obtain the necessary parts. Early on I contacted Kawasaki on the status of the fix but was given a vague response of maybe two to three weeks for a solution. I also contacted ************** but have not heard back from them yet.Bottom line is that I have a $12,000 mower that cannot safely use and cannot get a specific answer as to when the problem will be resolved. Engine information is as follows:FX850V FS24-R FX850VC19412

  Business response

  02/23/2024

  The engine serial number in question does not fall under the bulletin ENG24-01 that has been released. Once Kawasaki has approval from the **** to release the bulletin that engine FX850VC19412 will fall under we will do so. It looks like the dealer you are working with, ***************** of ****** has called into the Kawasaki and has been provided with the correct part number that your unit will need once the bulletin for it has been released. Again at this time we do not know when the bulletin will be released as we are waiting on finial approval from the ****.

  Customer response

  02/26/2024

   
  Complaint: 21335816
  
  I am rejecting this response because: I do appreciate the prompt response from Kawasaki. I was unaware that the **** was involved and that approval  is needed to implement the modification.   I will contact the  ****  and see if they can give  me an estimated time of approval and explain to them the need of the mower as I have 15 acres to cut and it's going to get out hand soon.

  The frustration of this issue is no one can give a date  as to when this problem will be resolved.  Will it be next month or next year no one seems to know meanwhile the customer suffers.   
  
  Sincerely,
  
  ***************************

  Business response

  02/27/2024

  We understand that it is frustrating that we cannot give a date when a repair will be available for your engine. The approval can come at any time, and unfortunately, we have no way of knowing ahead of time. As soon as we have approval, we will release a repair bulletin to our dealers so that your engine can be repaired.

  Customer response

  02/28/2024

   
  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

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sometimes during the month of October while mowing our lawn our Zero turn Arien lawnmower stopped working.We took it to ********************* located in ************* *******.The repair shop determined that some foreign object (cloth rag) had been sucked into the motor and caused it to seized and ruptured on the side causing the oil to spill and the motor to seize.Kawasaki is denying the warranty. Their claim is that the failure was caused by a foreign object and not by engine failure.My contention is that when you mow the land you will run over objects you can not see, thus a rag should not have caused such damage. The mowing blades should be able to pulverized a clothing rag. t this point I do not believe the repair shop that a rag caused all that damage.

  Business response

  01/02/2024

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

  Sorry to hear that you are having trouble with your lawn mower. I am unable to find a case that matches what you are describing. Can you please provide us with your engine serial number or the ********************** case number given to your dealer? You can also reach out to us at **************.

  Thank you,

  Kawasaki Engines

  Customer response

  01/03/2024

   
  Complaint: 21079630
  
  I am rejecting this response because: Kawasaki sent me an email stating they could not find records for case number assigned to them to the repair shop. They included a phone # ************** which just sends you in circles. The case number given to me by the repair shop is ******. Unfortunately I am not able to convey this number to them using the phone # they provided me.
  
  Sincerely,
  
  *********************

  Business response

  01/03/2024

  Thank you for that case number. We have reached out to the dealer and have requested some additional information and pictures. I am unsure why you were unable to reach us on **************, I checked it and it appears to be working. We will keep working with your dealer on this matter.

  Thank you,

  Kawasaki Engines. 

  Customer response

  01/04/2024

   
  Complaint: 21079630
  
  I am rejecting this response because: The manufacturer is only saying that they are requesting further information from the repair shop. This is not a solution for the complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10-29-2021 I purchased a Husqvarna MZ61 zero turn mower with a Kawasaki FR730V engine new from ******* Hardware in *******, **.. I chose this mower for this engine as it was warrantied for 3 years and the reputation, I thought Kawasaki had. I use it at my home exclusively and have not loaned it out or used it in any commercial applications. I purchased a filter and Kawasaki oil and paid cash in **** of 2022. (Receipt ***** *** and filter change was performed 07-07-2022 at 81hrs by myself in my shop. The next oil, filter, air filter, fuel filter lubrication and spark plug change was performed 02-28-2023 at 189hrs with an equipment specific kit purchased from Amazon. I keep these on hand for all my equipment. On 09-01-2023 I verified oil level and mowed the edge of my field in 106 deg heat and parked the mower in the garage. On 09-04-2023 I started to mow my front lawn (appro. 1/4 acre) and the motor failed before going 100 feet. The next day and a half were spent trying to contact Kawasaki (talked to one secretary) and a repair shop that would take my unit. Everyone was too busy or wouldn't work on it because it wasn't purchased through them. Original dealer said they didn't repair mowers. Finally contacted ****************************************** in **************. *************) and my mower has been with them since 09-05-2023. They have had no success communicating the premature failure of the engine with Kawasaki which they continue to not honor their warranty due to lack of providing the first oil change receipt and the fact that I performed the maintenance myself. As of yesterday, ***** at ****************************** was ordering me a replacement motor upgraded from 24hp to 27hp from Kawasaki at a cost of $3100.00 out of my pocket for a motor that had a premature failure less than 2yrs into the 3yr warranty. The engine mod. #FR730V Ser #FR730F02067. All I'm asking is Kawasaki honor their warranty.

  Business response

  10/10/2023

  Hello **************,

  We need to communicate with your dealer. We have reached out to him previously and I will ask someone on the team to try again tomorrow. I apologize for the delay. If you need further updates you can contact us at ************** and reference case 313423. 

  Thank you, 

  Kawasaki Engines. 

  Customer response

  10/12/2023

   
  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.

  I spoke with Kawasaki this morning and they were accommodating and have honored their warranty.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Husqvarna riding lawn mower with a Kawasaki fr730v mower had to take it into the shop after 2 years because of air filtration problem motor is garbage now Kawasaki will not warranty problem says it's customers problem but now I'm finding out there's all these solutions online to take care of their dust problems plus they have come out with a new ft model that takes care of the dust problems why won't Kawasaki take care of their responsibilities

  Business response

  06/12/2023

  I am sorry to hear that you are having trouble with your engine. I was unable to locate any cases from your name. If you provide us with your engine serial number or the case number that your dealership was provided when they called in, I should be able to locate your specific concern. Or you can always call us at **************. 
  Thank you,

  Kawasaki Engines

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Spartan RZ-C 54 zero turn with a Kawasaki FR691V engine in early 2022. The machine / engine has less than 20 hours on it and proper and recommended maintenance has been performed.When starting for the first time this season, I experienced a complete engine failure with parts breaking off of the engine and oil spraying from the engine.The machine / engine has been with the dealer (****************) in **********, ** since 4/17/2023. They have failed to communicate only telling me that Kawasaki requires them to tear the engine down photographing all parts. Based on the delay, lack of communication, and the request by Kawasaki, I feel all they are doing is setting up a denial of warranty which is unacceptable considering the cost of $5,000+ and the fact that it has less than 20 hours. Spartan, Kawasaki, and Action Equipment need to do the right thing by honoring the warranties they offer. I have now gone 8 weeks without my machine and have paid ~ $500 to have someone else cut my grass.It is truly unfortunate the parties mentioned above believe treating a consumer this way is acceptable.

  Business response

  06/10/2023

  Sorry to hear that you are having trouble with your engine. I am having trouble locating your case in our system. If you have questions regarding your warranty you can always call us at **************. To ensure we can correctly locate your case number please contact your dealer and ask them for the Kawasaki case number they were given when they contacted us. We can also try and locate it from the engine serial number. Hopefully we get get this resolved quickly. 

  Thank you, 

  Kawasaki Engines

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020 Kawasaki Lawn Mower Engine with less that 100 hours and still have a year left on the warranty. The engine blew up and Kawasaki will not honor the warranty. They say a faulty air filter caused the problem which is a Kawasaki air filter. The manaul calls for the air filter to be dusted off at 100 hours and to be replaced at 200 hours. The engine has less than 100 hours and falls within all parameters of the warranty. I just want Kawasaki to fix the engine.. I don't know why I am getting the run around. I have worked through Center Sales in Columbia to no avail. Kawasaki will not communicate. They are aware of the clam are refuse to discuss. Center sales have been provided the prof of sale and the warranty. They are the Kawasaki dealer in Columbia

  Business response

  11/01/2022

  I'm sorry to hear you are having problems with your Kawasaki engine. Looking into your case it appears that you have spoken to several people in our warranty department already.  As was stated over the phone your claim was denied due to lack of preventative maintenance that would have prevented your failure. If you have any further questions feel free to contact us at **************. Thank you. Kawasaki Engines. 

  Customer response

  11/09/2022

   
  Complaint: 18340278
  
  I am rejecting this response because:as the attachment states, you replace the air filter every 200 hours.  the engine has 100 hours and is under warranty.  I followed there direction to a tee.  Please have them explain their own guidance as published in their manuals.  This should be against the law not to honor their warranty
  
  Sincerely,
  
  *************************

  Business response

  11/17/2022

  On page 28 of the engine's owners manual it states "replace with a new paper element yearly or 200 hours. Whichever comes first." The yearly filter change was not done. 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Spartan Mower with a Kawasaki motor Spring of 2020. Mower was always maintained properly using Kawasaki oil change kits. Mower started burning oil Summer of 2022 at approximately 150 hrs. Took mower to local dealership where they pulled the mower apart and sent pictures to Kawasaki. Kawasaki denied claim due to debris from either faulty air filter, loose air filter, etc. Which was replaced several times properly using Kawasaki brand replacements.If you offer a 3 yr 300hr warranty it's not of much use if you just deny all claims.

  Business response

  10/14/2022

  Sorry to hear you are having trouble with your engine. In order to research your particular case we would need an engine serial number, or dealer you took it to, or ********************** case number from where your dealer contacted Kawasaki. You can also contact us at **************.

  Thank you,

  Kawasaki Engines

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Gravely mower w/ Kawasaki engine (m#****** S#******) in Aug. 2019 from *************** in ********** **.. May 2022 , while mowing had decrease in power. Took mower to dealer for repair. After 2-3 wks was told the engine overheated because of a mouse nest on top of cylinder. This would void the warranty, but they would be happy to make repairs for $1700.00. I refused the offer. I believe the mouse nest was built while it was in the repair shop. The mower had been serviced and maintained per Kawasaki recommendations. The engine was partially dismantled when I brought it home. Another mechanic (not Kawasaki) advised me there were no signs of overheating ie, no scorched metal,no burned oil. etc.. and that the mouse nest had no bearing on the damage. I have since tried to speak with someone at Kawasaki who can explain their confusing and questionable warranty policy. I have made several phone calls and sent several e-mails. I get the same response" that is not my department, but you can call someone in warranty and they will help you. I have yet to be able to contact anyone who claims to be in the appropriate department. The emails requested additional information, but when information is provided I never hear from anyone. I have proof the Kawasaki mechanic was untruthful . No other mechanic will work on engine as it has been dismantled.

  Business response

  08/08/2022

  It appears that the owner of the mower spoke with our warranty department on June 15th on our case number ******, if they have new information they can always call ************** and give case number ****** we review it with them. Regarding this case the pictures we do have show signs of over heating with burnt oil on the connecting rods.It also shows a very large nest on the cylinder heads which would prevent proper cooling and cause the engine to overheat. That would not be a warrantable situation. 

*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. ↩