Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 this lawn mower about a year ago. I started having problems with it this year. The issue was that that the lawn mower would not start. I contacted yardmax and they said the problem was the carburetor. They sent me a carburetor which I installed. This is a major problem with this company. They will send you the parts if they are under warranty but you have to install them yourself. This did not fix the problem so I contacted them again and they said the problem was the engine. They sent me an engine which I installed. The new engine would not start. I contacted them again and their "solution" was that I take the lawn mower, with a brand new engine, to a local repair shop and see if they could fix it and then they would reimburse me. This lawn mower is still under warranty. It is only about a year old and the new engine they sent will not start. They want me to do their job for them. I have never dealt with such an incompetent and shoddy business.

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 this mower on 5/22 of last year. From new it never quite worked right. This spring on my first mow the self propelled feature would not work. I called Yardmax they quickly said it was a transmission issue and mailed me a new rear wheel assembly with transmission. My mechanic friend and I spent 2 hours replacing it, and the mower did not work, same issue. I called the company again, they asked me to take it apart, send them a video, and bring it to a repair shop and they will authorize the work and cover the bill. The shops all tell me 3 weeks before they can look at it, and a $65 charge to walk in the door. Buy waiting a month to have this addressed I am paying $50 a week to have my lawn cut. It obviously makes no sense to go this path and a replacement mower would be quicker/cheaper and easier but this company says "they have no way to send me a mower" even though their entire business is selling mowers.****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  YG2860 163-cc 21-in Gas Self-propelled Lawn Mower with CVT Transmission and Yardmax Engine Item #******* Model #YG2860 $390.92 /ea. QTY 1 Lowes Bourbonnais Il ***** Delivered Monday, Sep 25, 2023 Order Placed I called and as we all know being here 2- year a warranty. Put it together read and reread instructions on oil, and gas, and started it up Upon mowing it started to lunge and bounce like Bounce! I immediately knew something was wrong with this machine came into the house and called. Yardmax's reply to me was to pay for a repair and let us know what was wrong with the lawnmower. WHAT it is under warranty. Why should I put out money for something I paid close to ****** for right out of the box it doesn't work and not mowing correctly something is wrong here. Like I said pay for a lawnmower repair service provider and get back to us. 2-YEAR WARRANTY. Called ****** and they said to call the company Yardmax. So I did again and again and finally got someone who was kind and understood the frustration and said email me with a video. Ok, they have never heard of such a thing of course not! So uploaded a video and sent it they said they never received it oh yes they did. Sent again nope didn't get it and on my end, there was nothing that came back to me except an unknown email. so I thought I entered the name wrong nope did not. doesn't help they are useless yardmax that is, and so here we are now back in mowing season and all the prays didn't fix it now the self-propelled is acting up. I don't see why I have to deal with this so today I got back on the phone. And here we go again you can take it to a repair service or send us a video. I'm here because this is in every aspect of a company not standing behind their warranty and there is not a person in that company that doesn't know this kind of issue happens repeatedly. That all of us here have faced the same or different issues with Yardmax Lawnmowers.

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Yardmax Track ****** (YD8103) which arrived not functioning. The track ****** would not shift into many of the speed settings. This was a brand new item which, according to Yardmax, had 30 days to return policy. At that time, Yardmax refused the 30 day return/replacement stating that there were no items available to exchange. Instead, I was forced to go down the repair path and bring this oversized piece of equipment to a repair shop. Again, this was a brand new item and I had no option but to coordinate this repair. Eventually the track ****** was repaired, but never fully operated like the videos demonstrated. Though sub optimal, I used the piece of equipment to complete the project that I intended. When returning to utilize the track ****** for a different task, the piece of equipment shortly stopped shifting into any gear, leaving it completely worthless. Even though I received a lemon and the piece of equipment was non-functional on arrival, Yardmax continues to refuse to replace the item and are requesting that I pursue the repair path at the expense of my own time. Yardmax needs to replace this item.

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased on Amazon August 26 2023 for $348.59.The gas cap is way too tight will try to file the threads down a little. A locknut came up missing that goes on the bolt that holds the lever arm for adjusting the height. Don't know if it was missing from factory or never tightened properly at factory. The bolt was still there because it gets trapped behind the rear wheel and can't fall off. The drive control is way too touchy and way too fast even on lowest setting. Drive belt burned up. Plastic pulley for belt melted. Why plastic? When looking up drive belt to get a belt number there is none just says belt. Not going to use without side discharge anymore because debris builds up around pulleys and belt. This mower is poor design and quality. Now missing bolt and locknut that holds front right axle on plastic housing.New season still falling apart! Side chute rubs on wheel. Front wheel fell off and got ground up in the mower! This things a death trap! Total piece of crap! Company will send parts but I'm tired of trying to repair it! Front wheels held in place with tiny bolts!! Worst thing I ever purchased on Amazon! DO NOT BUY THIS JUNK!

• Initial Complaint

  Date:03/29/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Received mower model YG1650 on 3/27/2024.Assembled mower as directed in paperwork including proper fluid levels.Attempted to start mower with proper primer action.The mower would start but not keep running. Never got it to run.Discussed with Yardmax customer service with no ******************************* wants me to repair the machine or arrange to have it repaired.Not acceptable.I want Yardmax to arrange pickup at their cost for repair or refund.Thank you ***************************

• Initial Complaint

  Date:10/05/2023

  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.

  We brought a yardmax 22inch lawnmower.for393:00 dollars July 22,2023, upon arrival the box was delivered crushed.after removing the mower the plastic *** on the handle was cracked.i called customer service for a replacement..told the guy the part #from the parts book he then ask for the a picture., after sending this. He asked me about a ss#. Just giving me the run around .a week later the mower was having problems with the front wheels mechanism.staying up to the higher hight.the mower started to bottom out and shut down.thats bad for the engine.called customer service department again, after explaining the problem.they said it was two mx6_10 screws that needed replaced.and a video of how to replace them.that did not solve the problem.called back and was told to go to a shop for repairs,pay my own money and get it fixed.and contact them.i ask for my money are another mower.theysaid that's not a option.i brought two mower one after the first one.almost 800:00 dollars.first I should not have to work on the mower myself.they keep wonting to send me parts and videos for me to do my repairs on a new mower that's only little over 30 days old.brought this mower from farm tractor supply store.bad customer service and bad company.i see they have a F rating at the BBB.this sad??????????

  Business Response

  Date: 10/17/2023

  Thank you for reaching out to us regarding your recent request for your YARDMAX unit that falls outside of our standard policy. Our goal is to resolve the issue and have your machine in a good running condition. We dont have a refund or exchange policy as you did not buy directly from us but through our vendors. Before the first 30 days of the purchase if youre not totally satisfied with the unit you can return it to the retailer you bought it from. After the 1st month of the purchase (return/ refund policy) you will only have the option to get it fixed by a small engine repair shop of your choice. 

  Our repair reimbursement policy is as follows: 
  Your 2- year warranty covers any replacement parts needed and labor work done by a small engine repair shop.You can find a complete parts list and diagram in the operators manual. We must get a diagnostic in writing and estimated cost for repair PRIOR to any service being done on a machine, then take your machine the small engine repair shop of your choice. 
  Once labor work is completed, email us a copy of an itemized up front paid receipt and we will pass it along to our accounting department for reimbursement.

  attached is a copy of our warranty which is also available to see in our website.

  ********************************************************************************;

   

• Initial Complaint

  Date:08/14/2023

  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.

  Warranty issues.YardMax states that: The warranty covers any replacement parts needed and labor work done by a small engine repair shop. You can find a complete parts list and diagram in the operator's manual, we must get a diagnostic in writing and estimated cost for repair prior to any service being done on a machine, then take the machine to a local small engine repair shop of your choice. Once labor work is completed, email us a copy of an itemized receipt and we will pass it along to our accounting department for reimbursement review.YardMax wants me to pay for the warranty process and wait for them to maybe reimburse me for doing their work. That is not how warranties work for products.The customer is responsible for getting all the quotes before the repairs are authorized. YardMax has no partnership with repair shops for repairingany of their products. The bottom line is the customer is responsible for the warranty process and paying upfront for any services and hoping that they get a refund. NOT A WARRANTY PROCESS, I have to do all the work and pay for it and hope I get a refund.

  Business Response

  Date: 08/17/2023

  Our goal is to resolve the issue and have your machine out there in a good running condition. Our Warranty policy (***************************************************************************) states: YARDMAX warrants its products for a period of two (2) years repair or replace, free of charge to the customer, ANY PART FOUND TO BE DEFECTIVE in material or workmanship. Our warranty does not cover unit exchanges or refunds since we don't sell directly to our customers but through our vendors. Your 2- year warranty covers any replacement parts needed and labor work done by a small engine repair shop, we must get a diagnostic in writing and estimated cost for repair PRIOR to any service being done on a machine. Once labor work is completed, email us a copy of an itemized up front paid receipt and we will pass it along to our accounting department for reimbursement. 
  

  The customer was provided with all the information explained above without any response. The customer service representative provided the customer with the information from the repair shop needed for his machine to be fixed "***** OUTDOOR POWER EQUIPMENT located at *******************************************************. The phone number is **********. For the labor fee, it's $95/hour, and a diagnostics fee of $50. We have also explained the process to them and told them that we will be sending the parts needed" 

  See attachment from email sent. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20465590
  
  I am rejecting this response because: As Stated by YARDMAX: (YARDMAX warrants its products for a period of two (2) years repair or replace, free of charge to the customer).How can it be free of charge if the customer has to pay the upfront cost for the services and wait to see if it is going to be covered? That is NOT free of charge to the customer as stated by **********************.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/22/2023

  Please take the machine to a repair shop so you can get professional diagnostic and an estimate for us to work under that and process the check prior the machine is fixed. 
  Well be letting you know once the check is cut and mailed so you can get the machine fixed by the time you get the check. that way you don't have to take money out of your pocket and wait for the reimbursement. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20465590
  
  I am rejecting this response because: The repair shop wants me to pay a 50.00 diagnostic fee upfront. That is money out of my pocket for warranty!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2023

  Type:Delivery 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.

  Date of transaction: March 19, 2023, on line. Received item end of March.Amount paid: $453.37 They committed to provide a lawn mower that was good for 2 years.The nature of this dispute is the only 2 months into owning and using this product it no longer works. The business initially "acted" as if they were going to issue a refund. But now are stating that since I went through ********** and not directly from them their guidelines do not give the option of a refund. Instead they have offered to send me parts and instructions on how to repair it myself!In addition I have had to call repeatedly, waiting at least a week for a return call and only spoke to someone because I kept calling.Order number is WE16376972.

  Business Response

  Date: 08/04/2023

  Refund approved, tried to reach customer by phone but did not respond, retailer original proof of purchased requested from customer via email to pass it to account department and continue with the process. 

• Initial Complaint

  Date:06/21/2023

  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 new self propelled YardMax lawnmower (model YG2760) on Amazon 2/07/23. Bought early so Id have it here ready to start mowing late April. Ive used the mower about every ***** days since late April, in other words only a few times. The second time I used it, I heard a noise and saw a section of black plastic fly out from underneath it. It still seemed to work okay so I thought it must have been a fluke that wouldnt affect the performance. Also, checking Amazon it said the return window closed May 15 and this was a day or so after that. Yesterday while mowing a front wheel came loose, stripping off the rubber wheel cover and breaking the orange wheel underneath the rubber.Then I saw that the bar labeled part # ** in the operator manual had come loose at each end. One end had the bolt but the nut holding it on was gone. The lower end didnt have the bolt or nut. I replaced those after a trip to Lowes but upon starting the mower, discovered that it wont self propel now. My neighbor has a small engine repair shop so I asked him to stop by and check out the mower yesterday evening. In a nutshell, he said it isnt worth fixing. The frame is warped, the transmission is messed up and all those plastic parts are a recipe for disaster. Looking at reviews of this mower from various retailers, many of them mention the exact same problems as Ive already experienced with mine. So YardMax is fully aware of the problems with faulty wheels, plastic parts, defective drive shafts etc. Why havent they issued a recall and stopped selling this model until they get these defects fixed? Tax and all I paid almost $400 for a mower that is absolutely useless to me or anyone else. Im a senior on a fixed income. This was a large investment for me and I expected to get a few years of service at the least from it.not 5 uses **** I need to return this thing for a full refund so that I can buy something that actually works.

  Business Response

  Date: 06/21/2023

  Customer contacted customer service department via telephone on 06/21 at 1:44pm in which call was provided with an explanation of our warranty policy also was provided with the same solution information via email. 

  Our goal is to resolve the issue and have your machine in a good running condition. We dont have a refund or exchange policy as you did not buy directly from us but through our vendors.
  After the 1st month of the purchase (retailer return/ refund policy) you will only have the option to get it fixed by a small engine repair shop of your choice. 
  Our repair reimbursement policy is as follows: 
  Your 2- year warranty covers any replacement parts needed and labor work done by a small engine repair shop.You can find a complete parts list and diagram in the operators manual, we must get a diagnostic in writing and estimated cost for repair prior to any service being done on a machine, then take the machine to a local small engine repair shop of your choice. 
  Once labor work is completed,email us a copy of an itemized receipt and we will pass it along to our accounting department for reimbursement review.