Complaints

This profile includes complaints for Kawasaki Motors Corp USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kawasaki Motors Corp USA

  PO Box 25252 Santa Ana, CA 92799-5252

• 

  Kawasaki Motors Corp USA

  26972 Burbank Foothill Ranch, CA 92610

• 

  Kawasaki Motors Corp USA

  PO Box 888285 Grand Rapids, MI 49588-8285

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:05/09/2024

  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.

  My 2024 Mule Pro-Fx 1000 has a recall for improper combustion. They do not have a solution for this yet. They are telling me not to even start it. I cant use it for taking care of my property. Im paying payments and cant even use this vehicle.

  Business Response

  Date: 05/28/2024

  Kawasaki has issued a Stop Use notice to our customers and are working on a recall resolution. There has been no timeline available to provide at this time. Kawasaki has sent updates to the matter to our customers offering a $500 accessory credit to be fulfilled once the repairs have been completed. Once further details are available Kawasaki will update our customers.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2024 Kawasaki mule pro fxr 1000 09/21/2023. I received a letter on 04/24/24 that said in bold print. DO NOT DRIVE YOUR MULE PRO-FX/FXR/FXT UNTIL AN AUTHORIZED REPAIR HAS BEEN COMPLETED. My vin number is *****************. It is a 2024 kawasaki mule pro fxr UTV. I called Kawasaki at ************** and was on hold for 2 hours to only do what the letter said. Do not use it. I have a lot of money invested in something I cannot use; but I own. I feel Kawasaki should at least tell us what the problem is and either fix it or buy it back. I would gladly sell it at this point; but I cant even do that. I bought this for my wife and I to work with because we arent young anymore. Any help you can give would be greatly appreciated. Thanks

  Business Response

  Date: 05/28/2024

  Kawasaki has issued a Stop Use notice to our customers and are working on a recall resolution.  There has been no timeline available to provide at this time.  Kawasaki has sent updates to the matter to our customers offering a $500 accessory credit to be fulfilled once the repairs have been completed.  Once further details are available Kawasaki will update our customers.  

  Customer Answer

  Date: 06/07/2024

  I purchased this Kawasaki mule pro FXR to use. If Kawasaki cannot fix this machine they should buy them back. It has been 2 months of not being able to use this machine. I am 69 years old and was counting on this to help me and my wife maintain our property.  They should buy it back so I can purchase something we can use. This has went on long enough. What good is a $500.00 accessory gift receipt if I cant use the machine. The resale on the *** will suffer because of publicity this is getting. I cannot even trade it in because of the recall.

• Initial Complaint

  Date:03/22/2024

  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.

  I purchased a new 2023 kawasaki klx 140. I put about 3 hours on it and it has a bad growling noise from the engine. I inspected the oil filter and it was full of magnetic metal. I took it to 1 dealer and they called a week later saying it would be months before they got to it. So I took it to the dealer I bought it from and now it's been a week. So as I now I am 2 weeks without this bike and not counting the time driving to these dealers which are far away. This dealer first tried saying nothing is wrong with it even though i showed them a kawasaki a picture of the metal. Then they decided to tell me they are waiting on kawasaki to call them back. I called kawasaki and they told me they were going to dissaasmble the engine and fix it. The dealer called me a couple of days later saying to pick it up. They admitted to me not properly inspecting the bike. I brought up safety concerns as it is a possibility the engine could lock up and I could be thrown from the bike. The dealer said I can't say the bike is OK or nor the bike isn't ok or it is safe. This has been nothing but a headache and I don't feel safe riding this bike anymore. Kawasaki should replace this bike or reimburse me my money and I'll go a a different manufacturer who values their customers saftey.

  Business Response

  Date: 04/15/2024

  We have reached out to the customer to discuss their concerns in greater detail.  The comments made in this complaint seem to have been a mix of both old, already addressed concerns and also possibly new concerns.  We would be happy to do our best to help resolve any current issues that the customer may have.  A phone call and follow up email were made to the customer and we await their response.  We are not able to offer a replacement unit or provide a refund at this time, we are certain any concerns can be resolved easily.

   

  Customer Answer

  Date: 04/18/2024

  The bike is still making a noise it shouldn't. I received an email but it didn't include any kind of resoultion. Kawasaki doesn't seem to want to fix this issue or address it properly. They also paid the dealer to adjust my valves and tighten and clean my chain. But they never cleaned the chain and over tightened the chain. Had less then half of inch of slack when the spec is 1.8 to 2 inches. Top end also seems loud now. Kawasaki has done nothing towards resolving these issues. 

  Business Response

  Date: 04/24/2024

  Please bring the unit to your local authorized Kawasaki dealership if you feel there is a product issue.  Our recommendations will continue to be that we will work through a local authorized Kawasaki dealership to address product concerns per the terms of the warranty policy.  The information provided to us by the dealership during the previous visits is that there were no abnormal sounds coming from the motorcycle.  

• Initial Complaint

  Date:09/21/2023

  Type:Billing 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 ordered a new seat cowl for my brand new **** ZX6R. I was happy to get it in the mail 9 days later. However it was damaged so I contacted Kawasaki through the website. They gave me the order number and information to contact *************** Sports. I told them what had happened and they said they were ordering one for me to be shipped to their business to verify its not damaged then send it to me, and it would be in within 3-5 days. 2 weeks later I called **** who told me its still not in yet and it should be by Thursday. A week later I called and he told me it just came in as we were on the phone (convenient). Then told me he double checked it and is sending it out with next day shipping. Saying I should get it tomorrow. 5 days later when I finally got it, its not even the right part or for the right bike. At this point it has been a month since I ordered the part. I called to complain again and **** was out of town on vacation so someone else helped me and told me they had the seat cowl in stock the whole time. Shipped the correct seat cowl to me and I had it 5 days later. After an hour of putting it together and excited, it doesnt fit on the bike. After trying to look at it I can tell the seat cowl is bowed and wont ever fit properly. At this point Im done with the seat cowl. Its been 5 weeks and 3 failed attempts. I contact Kawasaki and get an RMA ******* for order number *********. I return it and after 2 days of it showing delivered I call the dealership and get told the refund was processed and I should see it the next day. Keep in mind this was from ****. The guy who cant tell the truth to save a life. Needless to say 5 days later I get an email saying my return is being processed finally and guess what Im missing part of my refund. Im tired of the lies Im tired of wasting my time on this! I just want my money and to be done with this already! Horrible experience and **** does nothing but lie to customers and hang up on them. I want my $193.60

  Business Response

  Date: 09/27/2023

  This matter may have been resolved after the customer filed the ******************** complaint.  Our records show that a refund for the item in the amount of $173.65 was processed on 8/22.  A refund for the shipping fees of $19.95 was processed on 9/16.  The total amount $193.60 for this order was refunded to the customer.  A voicemail message was left for the customer and also an email with an update was sent.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 recently spent 60K on two brand new Side By Sides- Our Kawasaki panels are literally falling off and missing after taking it out a few times. The company did absolutely NOTHING about it- not even a hand to try and get the panels replaced. Its crazy how much money you can spend and they don't stand behind their products. We also have a Can-am and the quality is amazing- it is not falling apart.

  Business Response

  Date: 09/06/2023

  We have been trying to reach out to the customer to discuss this in further detail.  We are wanting information on the circumstances on how and where the panels came off.  They can contact ************************* at ************ or by calling out ************* team at ************.

  Customer Answer

  Date: 09/13/2023

  I have called ***** three times and left two voice mails, still no returned call. 

  Business Response

  Date: 09/19/2023

  We apologize for the delay in response.  ***** had gone on vacation and wasn't able to return calls to the customer.  We have assigned the situation to ***** to work with the customer on the matter and determine a resolution.  

   

  Customer Answer

  Date: 09/20/2023

  I still have not head back with a end result. 

• Initial Complaint

  Date:08/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a BRAND NEW four ******* two months ago from broward motorsports of ********** who added attachments(snorkel kit,lift kit, winch, rims and tires) to this bike before purchase. It caught on fire on its own in my back yard next to my house and other two bikes, I had to call my local fire department to help put it out(case#********) Its only two months old and Kawasaki nor the dealership (broward motorsports of **********) want to take ownership in their faulty bike and want me to pay for it. MY PHOTOS ARE TOO LARGE TO SEND I CAN EMAIL PICTURES UPON REQUESTS.

  Business Response

  Date: 09/06/2023

  We have been in communication with ************** concerning his request.  This is a very serious matter and we do not take this lightly.  We had asked the customer to provide us with a copy of the fire department report which we have received today.  We are currently reviewing the matter and will have a response soon.  The customer has been updated with the status.

• Initial Complaint

  Date:07/25/2023

  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.

  Visited Cernics with full intentions to purchase a Motorcycle. When I was unable to secure financing, after placing a deposit of $500, this dealership REFUSED to refund the deposit stating they spent way to much time and effort and this is how the are paid! This is absolutely unacceptable! Not to mention illegal!

  Business Response

  Date: 08/10/2023

  Kawasaki has contacted both the customer and the dealership involved.  Neither could produce any documents related to the terms of the deposit that was made for us to evaluate the circumstances surrounding the purchase situation.  Each Kawasaki authorized dealership is independently owned and operated, we had recommended that the customer contact this dealership management directly for discussion about their situation.  This was not a transaction that included Kawasaki Motors Corp., ******. so we have no involvement with this matter.

• Initial Complaint

  Date:05/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Well first off, all I always been a big customer of **********************. Since I was a teenager I always a some type of Kawasaki, if it was a motor***** or four ******* or even a three ******* .Kawasaki products is outstanding. I was in the military and travel to different parts of the country and dealt with many Kawasaki dealers. I never had a bad dealer until *******. I had many. One of the best was When I was in *******, I dealt with Sierra ****** ***** the owner and **** the service manager was outstanding was loyal to the customers . But I also dealt with other dealers than Kawasaki, like Polaris and can am. I do also own a slingshot and a spyder. I dealt with dealers over 25 years. Never had a problem until I moved to *********** On the month of November of 2022, I went in to buy a jet ski. I just moved to ***********. I just became a 100 percent disable vet and I wanted to buy a house on the water. I went into *********** *****, a local Kawasaki dealer. I walked into the dealership with ****** dollars I saw right away what I wanted a 310 ultra. I saw super charged , I was amazed. the sale person didnt even go over anything with me just not even the bare minimum. Not even how to flush it out . He knew I was going buy it so he really didnt care about how much knowledge I had on the jetski. So the next day I brought a certified check in and and then I asked where was the trailer it was on. The sale man say it was not included and thats understandable. So next I asked how would I get home and where would I keep it since I didnt have a trailer. Well I says there a dock at my house and can I keep it there and he says and he would drop it off at the house. I agreed. I finally owned a jetski. Never rode one before but excited got it to house and ride it. I was so amazed of the Kawasaki jet ski. It was great. But I only rode it once since it was the winter. After two months, my neighbors came-to me and said to me that you can keep a jetski in salt water because it destroys it. I never knew that cause I came from *******. Didnt grow up around water. Right away I went a brought a lift for it to get it out of water. The I tried to call the manager at the store to what we can do about the problem. The manager never return my call until after two months. He got his service person to call me back and put me on hold for 40 mins. I tried calling back and they said that went to lunch. Everyone I called was busy or went to lunch. I finally got a hold of the manager and told him the situation. He the laughed at me and said how can I been in military and dont know about salt water. He continued to laugh and said I had no common sense. He said he would help me and it was my fault and that his employees would never say leave it it salt water. He laugh even more and said it all in me. He sale person did say is would ok and he drop it off so he knew and neglected to say anything. He showed complete negligence. I called Sierra ***** and **** the service manger who is ex marine also said he had no idea of salt water damages. When I talk to ***** he said how would I know cause I was out of my element. I didnt grow up on the water. I felt very disrespected about the military comments and felt he knew there would be damage soon the jetski and I would be back soon to get repaired or traded it in. I felt used. Since I am 100 disabled vet with no jetski to drive I have plenty of time to keep managing people even the governor to get this resolve. I also going contact the jag and see what we can do about this situation. In ******* something similar happen and the base commander and jag denied any soldier for get service from a dealership. If you dont believe me just called the Kawasaki dealership in ************ *******. I put my life on the line and cone back to states disable and get disrespected. Now I know how the soldiers from ******* felt coming home. I dont care this is a franchise company they where your name Kawasaki. You guys are responsible for them. I never got a owners ****** or drain kit, nothing and it a 2019 out of warranty but I only had five months now. really want what I bought how it was. I dont think sitting in salt water can get back as it was since now I I learn about salt water. And for all you soldiers serving our country, thank for you service and stay clear of ******************. *********** ********************** it going be one the biggest base in the world, so all you soldiers that need good service goto ****** on the beach and really good service go there. I took my slingshot there for recall. They was great. And when in *******, go to ************ ***** another great dealer. Not all dealer are the same but some dealer bead to take responsibility. Go army.

  Business Response

  Date: 05/31/2023

  We have reached out to Ridenow Powersports for more details on this situation.  The dealer has confirmed that the steering cable and trim system is seized due to salt water corrosion.  There was also a throttle issue related to a Factory Authorized Repair campaign.  The dealer is currently in the process of repairing the watercraft.  Since the unit is no longer covered under the Kawasaki warranty policy the repairs to the steering cable was being assisted as a goodwill gesture along with the FAR bulletin.  The customer has been advised that the trim system issue was not being covered.  According to the dealership the customer was satisfied with this resolution.

• Initial Complaint

  Date:04/02/2023

  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 own a 2007 Vulcan **** and I have been restoring it and been getting my miscellaneous parts from Kawasaki dealership bye my house in *************** I went in to the store cause I need to get my bike serviced snd wanted them to do the brakes and check the bike out and I was told that they no longer work on bikes that are ten years and older ! I was totally surprised and I asked him if he was kidding and he said I need to find somewhere else to take my bike , I am seriously upset I have owned five Kawasaki motorcycles and never was told this. And I need to know if this is true and I will get rid of it snd tell all my friends about this who owns a Kawasaki this really can not be true how can they not service there own Brand of motorcycles if it is not true then they are turning away customers and sending them else where and someone needs to do something about it now I am missing bike week cause of this

  Business Response

  Date: 04/18/2023

  Thank you for submitting your concern.  Please be aware that Arizona Kawasaki is not owned nor operated by Kawasaki Motors Corp., ******  ******* Kawasaki is an independently owned and operated business and solely determines their sales and service practices.  We would be unable to respond on behalf of them concerning this situation.

  In our experience we find it is very common in the motorsports and automotive dealerships to have an age restriction on product that they will service regardless of brand.  Our recommendation would be to find a local mechanic that specializes in vintage and/or older motorcycles.  

  Customer Answer

  Date: 04/25/2023

  this is not a common practice and it is your name on the product , I just cant believe that you let these guys over here and sell your brand name motorcycle and then this Kawasaki shop is representing your name on the there business and selling Kawasaki bikes and all your product and you are going to say there is nothing you can do ? That is s problem !If you sell a product to the public and dont service or sell items for that product then that is bad business .and your advice is to go find a mechanic who specializes in vintage bikes! My bike is 16 years old only has ***** miles on it and you would think that you would stand behind your name product and help all of us out here that bought your product thinking that this bike is perfect ! But I cant even get a bolt for it from this dealer over here saying you guys stop making parts for it  well I been riding now for45 years and owned slot of bikes and Kawasaki has always been my choice even better then hardly Davidson but I am going to sell this and I will just have to go get another bike and it wont be a Kawasaki , to all of you bikers out there who own a Vulcan or any Kawasaki bike just know this your bike ever breaks down or needs service you are out of luck cause Kawasaki dont service there bikes they will sell them but wont service them or even getting parts for them will be impossible to get from there dealers , and every *********** snd ever one I can. Get a hold of I will let them know that you are not s stand up company ,but a big ********* who is out to mislead your customers even loyal customers who got years dont mean nothing  , today world is so wrong on so many levels that this is not s shocker ! I beat you still take payments on older bikes that are past the kill date! So thank you for your responds and sorry you lost a customer that use to love ********************** 

  Business Response

  Date: 04/25/2023

  I apologize that you are not satisfied with the response, however, we are unable to force a dealership to work on a vehicle if they chose not to.  The reality is just as you have described, repair parts availability can pose a challenge for anyone trying to work on this unit.  That is another reason that dealerships do not accept older units in for service, the possibility that replacement parts are no longer available when trying to perform a repair or service.  You are welcome to try another dealership for service if you feel they are not meeting your expectations.

• Initial Complaint

  Date:12/16/2022

  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.

  On 6-28-22 we purchased a Kawasaki KLX230s, VIN *****************. The first time riding the bike my wife experienced an unintended acceleration event that caused a crash. We called the dealer we purchased the bike from and they claimed the bike had been dumped or the tank overfilled causing fuel to get into the Evap system. The bike had neither been dumped nor had been overfilled. Another dealer tells us that it isn't even possible for either condition to cause that problem anyway.We were instructed to "take the bike on a long ride" and it should resolve as the fuel comes out of the Evap system.After riding some time and with around 250 miles on the bike the check engine light came on. We took the bike to a dealership where they had "their best mechanic" work on it. They claimed the wiring harness was bad and replaced it. The problem got way worse and the bike was left in terrible physical condition so we complained and they agreed to take the bike to another shop and get it ***********.The new shop claims "the bike performs as intended" and the rider(s) need some orientation on how this particular motorcycle is designed.My wife and I have been riding motorcycles for over 50 years and have never experienced a motorcycle intentionally designed to control the engine rpms without input from the rider.After the bike has warmed up and you are riding and want to come to a stop, the bike, on it's own, without any input from the rider will accelerate as you are trying to stop.The bike, on it's own, without any input from the rider, will accelerate and decelerate during steady state riding and going downhill.Kawasaki sold us a bike with a serious safety defect that impairs the riders ability to control the bike safely and has deprived us of the right to enjoy our purchase for the last 6 months. After multiple attempts, failed to repair the bike to our satisfaction; claiming rider ignorance. Damaged the bike during attempted repairs. Kawi mfg.says take it back to dlr

  Customer Answer

  Date: 12/19/2022

   I want Kawasaki to buy back the motorcycle they already claimed that their not going to fix anything.

  I have filed with the ***** about the serious safety defect. The bike is going to injure kill somebody if ridden.

  Business Response

  Date: 12/29/2022

  We have been in touch with ********************** in response to his concerns.  While we have not come to an agreement on the course of action at this time, we can offer to him we will continue with the discussions towards satisfying him on his purchase.  The timing of this complaint during the holidays has caused limitations on how much time we have had available to address his concerns.