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:02/24/2023

  Type:Delivery 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.

  ORDERED PART FOR MY SWEEPER 10/17/2022. NO PART YET. I HAVE TALKED TO 5 DIFFERENT PEOPLE THEY ALL SAID THEY WOULD CALL BACK WITH ANSWERS. NOT ONE CALL. EVERY TIME YOU CALL YOU ARE ON HOLD FOREVER AND WHEN SOMEONE ANSWERS ITS LIKE THEY ARE READING OFF THE SAME CHART CAUSE THE ANSWERS ARE ALL THE SAME . WE WILL CALL BACK. MY SWEEPER BEEN DOWN 5 MONTHS AND I CANT USE TILL I GET PART. WOULD HAVE NEVER BOUGHT IF I CANT GET PARTS. CUSTOMER SERVICE IS HORRIBLE!

  Business Response

  Date: 03/03/2023

  Dear BBB, we apologize for any delays on getting back to the customer. Our customer team is working on getting the parts needed as soon as possible. Thank you, 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19490747
  
  I am rejecting this response because: THEY ARE WORKING ON GETTING PART . I ORDERED IN OCT OF 2022 IT IS NOW MARCH OF 2023 WHAT IS THE ISSUE? THEY ARE ABLE TO SELL PRODUCT ,THEY SHOULD HAVE THE PART BY NOW SO I CAN USE MY SWEEPER THAT HAS BEEN USELESS TO ME FOR 5 MONTHS.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/16/2023

  Dear Customer, we would like to apologize for the delay on getting the need part sent to you. You should receive your order soon as it was shipped out via USPS PRIORITY MAIL. Tracking info is : 9400111206238990819430. Thank you. 

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19490747
  
  I am rejecting this response because: UNTIL I GET THE CORRECT PART NOTHING IS DONE YET.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/24/2023

  Dear BBB, 

  The package was delivered to the customer on March 21/2023. *** Tracking is 9400111206238990819430. 

  Thank you. 
  
  

  Customer Answer

  Date: 03/27/2023

   
  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:01/31/2023

  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 contacted yardmax about a faulty drive gear that I got twice and is not considered a wear and tear item for my snowblower when I contracted customer service I was told a new gear would be mailed out at no cost and a return label would be sent so that I can mail back the bad gear so yardmax engineers could look at it because it was a known problem for my machine since I have had to at my cost replace it once before now after the rep saying the gear will be mailed out to me Im getting no communication and its been over a month I would just like my gear replaced as promised at no cost and a tracking number for it thank you

  Business Response

  Date: 02/02/2023

  Dear BBB, 

  Our customer support team shipped out the customer's requested part on 01/31/2023 via ***** Tracking info is : **********************. The delivery is expected on 02/04/2023. Thank you. 

   

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service 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 yb6270 two-stage snowblower from yard Max via Amazon approximately 4 years ago. I have tried via their customer support number and by submitting a customer support report over the internet to get ************* and they do not respond in any way shape or form and do not answer their phones, most of the time it says the mailbox is full. I am simply looking for some support on something that I spent over $500 for, and I think it might be reasonable for someone to get back to me over the last four attempts

  Business Response

  Date: 01/30/2023

  Dear BBB team,

  We would like to apologize for the delay on getting back to the customer. We have replied to *******, shipped the requested parts which were delivered on 01/30/23. **** tracking: **********************. Thank you.

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18883757
  
  I am rejecting this response because:

   

  i have not received the parts and never received an Email from Yardmax showing the parts and charges as I was promised
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/08/2023

  Hello BBB team, 

  Please see attached communication between customer and our customer support team member confirming sale order. I have also attached sale order with items requested and shipping address. Tracking information attached as well, shows that package was delivered to the customer address on 01/30/2023. 

  Please let me know if anything else is needed from our end. 

  Thank you, 

• Initial Complaint

  Date:01/09/2023

  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 purchased at log splitter from ********** made by YardMax. The engine block split because of a vibration caused by poor engineering. I had this splitter examined by a ****** 7 ******** Certified Master Mechanic and he said the the engine failed because the engine shifted on the mounts because of lack of proper centering hardware and very thick paint that wore off under where the engine was mounted. B&S refuses to cover the repair because they said the design was poor. YardMax refuses to cover the repair because it has to do with the motor. I have documented pictures and professional analysis from the mechanic to support these claims.

  Business Response

  Date: 01/18/2023

  Dear BBB team,

  We understand the customers frustration, however this is a ****** & ******** engine issue and its a ****** and ******** agreed upon responsibility. Our warranty only covers Yardmax parts and engines. Our support team suggested to the customer to proceed and have the shop submit the claim to ****** and ******** since its their responsibility. I have attached a screen shot of Yardmax's warranty for your reference. Thank you. 

• Initial Complaint

  Date:01/02/2023

  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 bought a snow blower around Thanksgiving time and I haven't been able to use it because it came to me with broken and missing parts Contacted the company right away and had problems getting a hold of them and finally they sent me one part that took me over two weeks to get it and they said they were going to expedite it I'm still missing parts and I'm unable to get a hold of the company they are dodging my emails and phone calls I paid $800 for the snowblower it's a two-stage snowblower YB **** I need a spring that goes on the auger handle now that attaches to the auger cable so I will hopefully be able to use a snowboard that's been sitting in my garage the entire winter But at this time the company is dodging all of my phone calls and emails Due to them not getting back to me I am looking for my money back and looking for parts that will actually make the snow blower work because I'm afraid as soon as I start using it it's going to break and I won't be able to get a hold of them and this is going to be a continued cycle

  Business Response

  Date: 01/11/2023

  Dear BBB team, 
  
  
  We understand the customers frustration and we are doing our best to help and assist her. The customer reached out to ******************** on 12/19/22. We shipped and expedited the replacement parts we thought needed on 12/20/22 and it was delivered by **** on 12/29/22. The customer recontacted us on 1/2/22 via phone however we were closed observing New Years. She spoke with one of our customer service associates on 1/5/23 and was upset that her auger cable we was broken, and she still had missing parts. *** is saying that she is missing the spring that goes under the handle, however the handle she is referring to (left side) do not require any spring and that part is not needed. We have sent on 1/10/23 new replacement auger cables (2) among other replacement parts, including the spring she thinks it is missing. It was shipped express at Yardmaxs expense. We also explained how to attach the cables with pictures and videos. We also offered to pay for service to have the cable installed for her. The team has tried to assist in troubleshooting, find out what parts are missing and how to fix the machine. The customer is requesting a full refund or a new machine but our warranty covers parts and service. We are still working with *** to resolve her issue as soon as possible.                           

• Initial Complaint

  Date:12/12/2022

  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.

  This issue is about failure to make good on a warranty claim which Yardmax appears to acknowledge is valid.I purchased a wonderful little 1.6 cf cement mixer from ********** with a 2 year warranty on 9/5/2021 and was delivered 9/10/2021. It seemed ideal for a project in our crawlspace with limited room and an extended schedule of small concrete pours which precluded a mass delivery.Upon receipt I assembled the mixer according to the instructions and it tested okay. There was an extra O-Ring in the box which was not identified and for which I submitted a customer query on 10/20/2021. No response was received for that or the follow-up customer service phone call (see attachment).The mixer worked well for a small job (4 bags of sackcrete) of pouring a footing Oct 2021.It was next used in Sept 2022 for 20 bag pour of a small foundation wall during which the mixer failed after 13 bags and was unable to rotate the mixing drum. I completed the rest of the job manually mixing the concrete.After examining the mixer I was unable to determine the problem and contacted customer service and making contact with a very helpful customer service representative ******. I worked with ****** to identify the problem which included me disassembling the motor (Not a user serviceable component) and identifying a sheared axle on the Idle Pulley, identified by a diagram that ****** sent me. ****** sent me a replacement Idle Pulley which I found required special tools and expertise to replace. He agreed and requested a new engine assembly which was not in stock. Documentation of these repair efforts are attached. Yardmax official response to a low rating I posted also seems to acknowledge the validity of my claim. I subsequently manually mixed and placed over 80 bags of sackcrete at which time the job was done. The mixer is now useless to me and I cannot sell or give it away. Yardmax no longer response to my query.

• Initial Complaint

  Date:11/17/2022

  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.

  I purchased a Yardmax push lawnmower less than a year ago for $214. It did not run properly from the get go. Now it does not run at all. I tried all of the trouble shooting tips Yardmax gave me and it still does not work. I have forwarded the sales receipt to Yardmax and have asked for a simple exchange. Yardmax has refused to return my phone calls and emails, thus my contact to the BBB. Very disappointed, **********

  Business Response

  Date: 11/28/2022

  Hello BBB team,

  We have been trying to contact the customer regarding replacing the engine of his YARDMAX YG1650 Lawn Mower under warranty free of charge. we have  tried to contact him over the phone and via email.  Unfortunately, we cannot provide the customer with a replacement for the entire unit since we do not carry fully assembled units here in our warehouse in ******* and also the return policy for the entire unit is the responsibility of the retail store you purchased it from. Yardmax covers parts and labor in our warranty. Yardmax has the equipment brought to a repair shop so we can evaluate what is wrong with the machine and know what is needed to make the machine work (ie parts, labor, estimated time it would take), etc. What we can do for this case on our end is to make sure he will get replacement parts for the mower and reimbursement of labor for servicing the unit. We are waiting for his confirmation to proceed with the engine replacement.

  Thank you,

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18419551
  
  I am rejecting this response because: 
  Our local ********** and Lowes carry Yardmax lawnmowers. I have asked for a replacement mower. I am not interested in any out of pocket expenses and then to wait on reimbursement. It is not my responsibility to find a repair shop and haul it there. I simply want an even exchange and I can do that at ********** or Lowes. Looking forward to getting this resolved this week. Thank you. ***************
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/06/2022

  Hello BBB team,

  Unfortunately, we cannot accept the customer's request as our warranty covers parts and labor. We are offering to send him a brand new engine, free of charge and pay for labor to install it. Below our warranty policy.

  Warranty Information
  2-**** limited warranty for residential use
  90-*** limited warranty for commercial use.
  The warranty set forth below is given by YARDMAX with respect to new merchandise purchased and used in ***************** and/or its territories and possessions. YARDMAX warrants its product, subject to limitations and exclusions below, against defects in material and workmanship for a period of two (2) years commencing on the date of original purchase, and will, at its discretion, repair or replace, free of charge to the customer, any part found to be defective in material or workmanship when the product is solely used for residential purposes during the two (2) year period. YARDMAX products used for commercial, institutional or rental use, are warranted, subject to limitations and exclusions below, for a period of ninety (90) day, commencing from the date of original purchase, against defects in material or workmanship.
  Limitations and Exclusions
  The following YARDMAX product categories included in this warranty are Electric Log Splitters, Concrete Mixers, Mowers, Power Wheelbarrows, Power Trackbarrows, Plate Compactors, Power Sweepers, Snow Blowers, Snow Throwers, Tillers (both front- and rear-tine versions), and Wood Chippers. YARDMAXs warranty does not cover normal wear and tear, neglect, accident, improper maintenance, improper assembly, modification, alteration, improper repair, use of parts not approved by YARDMAX or product damage due to misuse by the customer. Replacement of ********************** or parts due to normal wear and tear is the responsibility of the customer. Proof of original purchase is required. The warranty is non-transferrable. This limited warranty shall only apply if the product has been assembled, operated, and maintained in accordance with YARDMAX Owners Manual supplied with the product. No Implied Warranty, including any implied warranty of merchantability or fitness for a particular purpose, applies after the expiration of the applicable period of express written warranty provided above. 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. The provisions as set forth herein in this warranty provide the sole and exclusive remedy arising from the sale. YARDMAX shall not be liable for incidental or consequential damages to the extent allowable by law. The customer may have other rights not disclosed herein; and they may vary from state to state.

   

  Thank you, 

  Customer Answer

  Date: 12/08/2022

   
  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:10/21/2022

  Type:Product 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 ordered a wood splitter from Yard Max online. The product came and it was fine. The issue is that the engine started 1 time and then never started again. We contacted YardMax and received and email explaining that we should get it serviced locally and we would be reimbursed for the cost. We found someone local to ** (**********) and ******* sensor was bad and he replaced and it worked great after that. The cost of the oil sensor and labor was $123.25. The trouble began when i tried to get reimbursed fo rthe $123.25. Even though I have proof in the form of an email that YardMax said they would reimburse me they have not...they now say I have to go to ****** and ******** (the maker of the engine) and ****** and ******** never answers my inquiries. I spent $1500 with yardmax and I want them to do what is right and credit me the $123.25.

  Business Response

  Date: 10/31/2022

  Hi *********, 
  
  We would like to apologize for any inconveniences you may have experienced. We looked at your case and our customer support team agreed to reimburse you for the full amount of $123.25, covering repairs, labor and parts. 
  They will reach out to you by the end of the week to confirm your reimbursement. Thank you for your patience. 
  

  Customer Answer

  Date: 11/01/2022

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