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:06/18/2023

  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.

  I bought a Yardmax lawn from *********** It was delivered on March 23,2023. The order no is WP61904623.The problem has existed from the very beginning since I first used the mower. I live in a residential house with only a front lawn (no back lawn). I have only used the mower three times.The problem is this: When I first start the mower,it starts fine,no problem. However,when I stop the mower so that I can unload the first batch of grass from the grass catcher,then I try to restart the mower,it will not start,even if I re-prime the mower. I use the special oil,and special gasoline sold at Home Depot,specifically for lawn mowers. Then if I wait about 15 minutes ,the mower will start again. At first,I called Yardmax,but they dont answer the phone whether you call in the am,mid day,or late afternoon. I then decided to contact then with a special contact form that they have at their website. Yardmax responded to me,that they were going to send me the parts that they felt were needed in order so that I could fix the problem myself. I responded to them(after submitting proof of purchase and registering the product),that all I wanted was for them to send me the name of their authorized dealer here in ***********,**,that could do the warranty work. I also stated that I didnt think it was right for a customer to have do the warranty work,and that if I went into the machine and incorrectly disassembled it,I would probably invalidate the warranty. Yardmax either understood me and ignored my request,or they didnt understand me at all,either way they sent me the parts,when I never authorized them to send me the parts,at all. What will satisfy me? For Yardmax to send me a name of an authorized dealer in ***********,**,that will do the warranty work. I dont feel that as customer,I should be responsible for doing the warranty work.

  Business Response

  Date: 06/20/2023

  Our team was able to locate the small repair shop for the customer to take the machine so it can get fixed. customer was provided with that information via email.

  Customer Answer

  Date: 06/20/2023

   
  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.
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:05/17/2023

  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.

  Purchased Yardmax YP7065 on April 11 2023. Unit ran for 30 minutes, Drive Assembly Broke. Machine useless.Have been trying to contact Yardmax for over a month by phone, text, email to request warranty parts but **************** will not reply, answer the phone or email me.Simple request to communicate with company seems impossible.Any help would be appreciated.

  Business Response

  Date: 05/22/2023

  Customer was contacted to confirm registration and shipping address to complete the parts replacement order on 05/19/23.
  customer replied with the information on 05/20/23. ****, one of our customer service representatives processed the order and sent confirmation to customer on 05/20/23 
  Follow up on customer by supervisor via phone call on 05/22/23. Customer accepted the resolution and its waiting for the parts replacement to be fulfilled. 

  Customer Answer

  Date: 05/28/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase lawn mower through Amazon, LawnMax. Can not start. Called *** several times. Always disconnect. One time connect they gave me email address to approve warranty / fix cost and the email address was wrong. Can't connect now and nowhere to turn to get reimbursed to fix mower.

  Business Response

  Date: 05/15/2023

  Customer contacted with troubleshooting steps and instructions for the machine to get repaired in a repair shop. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20051043
  
  I am rejecting this response because I've already tried all of this, in their response, with their customer service. As well, i have already sent them an estimate of the work that is required to get the mower started. The mower did not run right out of the box and I need them to approve the estimate to all me to get the mower fixed.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/22/2023

  The approval for the customer to get the machine repaired in a repair shop of their convenience was sent to them on 05/16/23 at 6:55 pm 

  Customer Answer

  Date: 05/22/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/12/2023

  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.

  attempting to obtain replacement parts under warranty, numerous long times on hold, no follow up response from email or voice messages hello ****: never heard back regarding parts for yc1390, did register unit, need throttle and fuel tank, sorry paperwork that came with purchase doesn't list part *********************************** May 5, 2023, 12:09?PM (5 days ago)to me ****, Good day to you!Thanks for registering your unit on our website.Can you please provide ** with the Part# of the Parts that you need so We can check the availability.Have a great day ************ Team YardMax Tame the Great Outdoorst. ************ |e. ****************************** a. ****************************************************************************** w. yardmax.com

  Business Response

  Date: 05/15/2023

  customer provided with troubleshooting steps and instructions to get his machine fixed. 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20050919
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/22/2023

  Per customer request on an email sent to ** on 05/16/23 (attachment 2.1)  an order to replace the throttle control cable was submitted on 05/17/23. Confirmation was sent as well as information for the customer to ************** manufacturers for them to continue assisting with the the rest of the parts the customer needed. *************** Customer confirmed in an email received 05/18/23 (attachment 2)

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20050919
  
  I am rejecting this response because:

  please see attached response dated 5/22/2023
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/10/2023

  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 self propelled yardmax lawn mower om 3/4/2023 for 35o dollars on ********** website. I only used the mower twice and the self propelled quit working so I called ********** to see if I could return it. They said since it was longer than 30 days I would have to call yardmax. After waiting on phone for 30 minutes they told me that they would be sending me the parts to fix it. Two weeks later I called back and they told me it was on back should get in about two weeks. So after waiting two weeks I call back but now they say call volume is to high after waiting another 30 minutes on line. I now have to buy another mower. Worse customer service I have ever seen. I just need them to do what they say. Please help me if you can.

  Business Response

  Date: 05/15/2023

  Case was filed since the first contact of the customer (04/************** as you can see in the attachment.

  Order was set as back order since no stock available to fulfill part replacement. 

  Customer contacted on 05/15/23 by phone and email to offer troubleshooting help. 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20041522
  
  I am rejecting this response because: yardmax did give me a call and they were very nice on the phone.  But the reason I am rejection is because they sent me a trouble shooting info and was able to do all of it except the last step taking the blade  off.  I was able to get it off but couldn't get the part off that  holds the  blade.  So if they do finally send me  a speed control I would  not be able to  put on.  Besides it is under  warranty only couple months  old and I should not have to be the one to  fix it I am not  a lawm mower repairman. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/22/2023

  Customer was provided with warranty information about the repair of the machine as well as authorized to take the machine to a repair shop to get diagnostic for it to be repaired 

• Initial Complaint

  Date:05/01/2023

  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.

  See the attached e-mail for an explanation of the problem.After being placed on hold for at least twenty minutes the last time I called on 17 April 2023, a recording advised me to submit my request/complaint via e-mail. The file attached below is a copy of that e-mail. I have received no response to the e-mail.I feel I have been extremely patient with this company. At this point, I would simply like my money fully refunded so I can buy a log splitter produced by another company.Thank you for your assistance with this matter.

  Business Response

  Date: 05/15/2023

  Customer Provided with warranty information for him to take his machine to a repair, customer replied back to let know he will be providing us the information to complete the repair review.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20004094
  
  I am rejecting this response because:

  I received the information request from Yardmax and delivered a hard copy of it to ******** ********************* (******, ****) for follow-up. Yardmax asked me to obtain a written estimate for the repair and forward it to them for consideration. I feel it is inappropriate for me to act as a coordinator between Yardmax and the authorized repair shop to obtain warranty service on a new product that should have worked correctly in the first place.

  If Yardmax has not already heard from ******** *********************, I suggested Yardmax contact ****** ********************* directly to work through the problems with my machine.

  I will not consider this matter resolved until I receive my machine in good working order or a full refund of my purchase price.

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

  Business Response

  Date: 05/22/2023

  Repair shop has been contacted from our end as per customer request. 

  Waiting on shops response. 

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20004094
  
  I am rejecting this response because:

  Although we seem to be making progress now that Yardmax has communicated their requirements to the repair shop, I still do not have a repaired log splitter. It has now been 7 months since the log splitter was delivered to ******** Engine Shop for warranty repair.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/02/2023

  We have had no response from the repair shop the customer refer us to. 
  Well continue trying to stablish contact so the customers machine can get repaired.

  Customer Answer

  Date: 06/11/2023

   
  Complaint: 20004094
  
  I am rejecting this response because: We are continuing to make progress toward resolving this complaint, but I still do not have a repaired log splitter .
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/26/2023

  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.

  I purchased A SnowBlower from *********** and was conned into buying the extended warranty thru YardMax (they know their product is garbage that's why they push the extended warranties by the way) So after ONE use, parts on the snow blower broke. (yes total piece of *h*t) so I filed a replacement request. 6 months, yes 6 months later I got parts, like in JUNE LOL. Next winter, the same parts broke first time out, and now, surprise surprise, they want money to replace the same parts I was told the "manufacturer is aware of the defect". I will weld this piece of c*** to my local Home Depots' Front Door and video it for Tik Tok. I can't wait for these predator companies to go out of business. If you are going to sell ** garbage, and garbage warranties, just say that's what it is like Harbor Freight, the don't pretend to be anything other than what they are. They have my emails and my warranty info and my receipt, I am not spending any more time on this nonsense. STAY FAR AWAY FROM YARDMAX WARRANTIES AND ********** EQUIPMENT

  Business Response

  Date: 05/05/2023

  Dear BBB, 

  The customer is requesting a full refund, however our warranty only covers parts and service. Also, the customer warranty expired as it's past the 2 year warranty period. He can always place an order for any parts needed for his machine. 

  The customer is stating that he has a 3 years warranty but that is a ********** extended warranty and it does not apply to Yardmax. I have attached communications between customer support and the customer. 

  Please let me know if anything else is need. 

  Thank you. 

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19988094
  
  I am rejecting this response because:

  1.) Yarmax is incorrect in their belief that I have a 2 year Warranty.  It is CLEARLY stated on my receipt attached that it is a 3 year Warranty.

  2.) The employee told me it was a 3 year Warranty when purchsed.

  3.) The literature provided to me at the Point of Sale CLEARLY states it is a 3 year Warranty.  

  4.) Even if I was incorrect, which I CLEARLY am not, I requested these items in 2022 and it took YARDMAX so long to repsond that they thought they had waited long enough for my Warranty to expire.  

  5.) YARDMAX is CLEARLY in breach of the agreement of the Warranty and is denying me service that I paid for.

  6.) YARDMAX is either willfully disregarding my request for services covered under my Warranty, or is confused as to what they are selling customers at Home Depot.
  

  7.) YARDMAX may send the parts as covered under the Warranty within 30 days.  If parts are not received by that time, I will be authorzing my Attorney to begin legal action in court.
  

  Sincerely,
  
  ***************************, III

  Business Response

  Date: 05/10/2023

  Dear BBB, 

  The customer bought an extended warranty through HomeDepot. Our warranty text clearly states: No other express warranty, whether written or oral, except mentioned herein, given by any person or entity, including a dealer or retailer, with respect to any product, shall bind YARDMAX. You can see attached ************ receipt provided by the customer showing he paid for 3 year warranty that only applies to ********** and it's not a Yardmax warranty. 

  Thank you. 

  Customer Answer

  Date: 05/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will have ********** Investigate.
  
  Kind Regards,
  
  *************************

• Initial Complaint

  Date:04/15/2023

  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: 4/7/23 Purchase price: $300 Label has been stuck in created status since the 8th, Yardmax customer service states that ****** needs to schedule a pickup, however ****** states that Yardmax needs to schedule a pickup. I received an estimated shipping date of the 11th and then changed to the 17th. It is now the 15th in the afternoon and this has not shipped and will not get to me on the 17th. No updates have been available as to what the warehouse has been doing to coordinate the shipping of this or any ***** orders.I spoke to Yardmax customer service member at extension ****** ***** tracking is ************.

  Business Response

  Date: 05/05/2023

  Dear BBB, 

  Our customer support reached out to the customer on 5/1/23 and again on 5/2/23 to let him know our system shows the order was delivered. Please see communication emails attached. The order was delivered on 4/19/23 and left at front door. 

  Please let me know if anything else is needed. 

  Thank you, 

• Initial Complaint

  Date:04/12/2023

  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.

  I purchased the Yardmax YD8103 Trackbarrow on 3/10/23 for $2400.87. It has a two year warranty. The machine broke down on 4/2/23 (one of the tracks came off, the wheel axle went out of alignment). I contacted Yardmax on 4/3/23 by phone and email regarding the issue. ***************************** handled the complaint and acknowleged it was covered under warranty. He promised (over the phone) it would be resolved by either having a mechanic fix the machine or replacing the YD8103. I sent pictures with a description of the issue and **************** forwarded that info to the Yardmax ***************** **************** said he would have a resolution by 4/7/23. Nothing has happened and Yardmax will not give me an explanation of why they are choosing to ignore the complaint.

  Business Response

  Date: 05/01/2023

  Dear BBB, 

  We are going to send the customer a new machine (SO#*******. Order confirmation was communicated to the customer. 

  Thank you. 

  Customer Answer

  Date: 05/02/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/24/2023

  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.

  I boight a Yardmax snowblower with a warentee to any parrs needed (wear and tear parts included). They have honered it for almost 2 ywars. Today i was informed that the company changed the warentee to no longer include these wear and tear parrs in January 2023. The warentee that came with my snowblower indicated otherwise. It appears to be poor business practice to change a warentee that was in place when the snowblower was purchased. Please investigate this.

  Business Response

  Date: 03/03/2023

  Dear BBB team,  We worked with the customer and sent him the parts needed free of charge with free shipping. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19491775
  Yes they send them but infirmed me that the warranty  that was expressed when i purchased  the snowblower is not being honered any more afyer this.
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/13/2023

  Dear BBB, We apologize for any misunderstanding between the customer and our support team member. Our warranty text always stated that wear and tear parts are not covered. We never changed the warranty. We updated the text to be more specific and  more clear to customers. Please find attached our old warranty text and the newer version. 

  Even though the parts were not covered by the warranty. We went ahead and sent the part requested by the customer with free shipping and free of charge. 

  Thank you, 

  Customer Answer

  Date: 03/15/2023

  i did not know the response till not. Thank you tardmax.
  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,
  
  *************************