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Business Profile

Bicycle Security Systems

Yakima Products Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bicycle Security Systems.

Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 have a Yakima FullSwing 4-Bike Hitch Rack which has a manufacturing defect. It was working fine and recently started having issues. I opened a case with Yakima support to see if the rack can be repaired or replaced. Ticket ID ******. Support representative was very helpful all the way and acknowledged that rack is defective, but he cannot replace it as I don't have the receipt. He did offered a coupon to buy a new one from the Yakima website but my question is why I need to buy a new one if the product is defective? I believe that the rack needs to be replaced as it is defective regardless of not having a receipt. According to their website, Yakima Bike Hitch Racks and Mounts have Lifetime warranty. Can I get a replacement FullSwing 4-Bike Hitch Rack?

    Business Response

    Date: 07/17/2023

    Hi,

              On our warranty page on our website, it does show that we need a proof of purchase in order to be able to replace or reimburse for the product.  You do not have proof of purchase to show us.  We did offer and send to you a 40% discount code to use on our website, which you did initially agree to.

    Without a proof of purchase or a back statement showing same, we will not be replacing the bike rack.

    Customer Answer

    Date: 07/26/2023

     
    Complaint: 20277267

    I am rejecting this response because:

    I was never asked for a bank statement. I have send pictures of the rack proving that the rack is manufactured by Yakima. They sent me coupon but the site charges shipping which at the end coupon doesnt take off much. 
    I lost the receipt and just because of that Yakima cannot honor their warranty. This is really bad business. They should replace the rack. 

    Sincerely,

    *******************

  • Initial Complaint

    Date:12/05/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    In 2018, I purchased a roof rack from Yakima for my car. The roof rack was appropriately installed per specifications listed on the Yakima website, and worked well over the past several years, however, when I was driving back from an IRONMAN competition this summer on July 11th, 2022, the roof rack suddenly failed while on the highway. My car and bikes were damaged significantly in this incident, and the roof rack was destroyed beyond repair. The failure of the roof rack was sudden, with no warning, and could have easily caused a severe motor vehicle accident. Fortunately, there were no drivers following closely behind me when the incident occurred.Under the warranty Yakima provides, and with the reassurance of their customer support team when I called after the incident, I was assured that a resolution would be made for this incident. However, I have been unable to make progress with the support team after almost 5 months and many contact attempts over the phone and through emails directed to the support ticket, leading me to cancel the rest of my competitions & travel for the rest of the year. I have a dashcam video of the incident when it occurred, and it is apparent in the video that the roof rack failed due to a "Yakima Q-Tower" breaking off, allowing the rest of the rack to detach from the car.When I call the support line, I am given more tasks to complete, including getting additional quotes for my car and each of the bikes, sending pictures in many different formats, and sending additional information over email. I have not received any information from them without initiating additional contact, and I have no end in sight for when this claim will be resolved.Today, I have been attempting to contact them over the phone support line, however, I get hung up on after 20 minutes waiting on hold. I would like to get this resolved as soon as possible. The resolution I am seeking includes replacement of the rack system and repair to my vehicle and two bikes.

    Business Response

    Date: 12/06/2022

    We have reached out to you and are going to push this through as soon as possible.  Thank you for taking the time to talk to us.

  • Initial Complaint

    Date:11/29/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 had the grab bars fail us on the highway so lost our entire system. I submitted a claim back in September, giving the required receipts and photos. I was told someone would contact me back but each month that passed, I had to contact them & was asked for more information. They (Rutger) now states that the grab bar warranty is not in effect because I carried a SUP without having it tied to the ************ of the vehicle. They also told me that their hull raisers were not meant to hold stand up paddle boards. This is ridiculous since the whole point of getting a rack system is to be able to carry your "toys". Standup paddle boards, unlike canoes or kayaks, do not have a means to be tied down to the hull or *****. Basically, if you want their warranty to be valid, DO NOT ever carry a SUP. The way they dragged this decision out over 3 months is wrong. All they offered me for their snapped grab bars and bent cross bars was a discount for new grab bars and cross bars. What is the point of a lifetime warranty?

    Business Response

    Date: 11/30/2022

    We are sorry for the delayed responses.  We did call yesterday (November 29, 2022) and reach an agreement of reimbursing for the rail grab towers, round bars and one Hull Raiser.  

    Customer Answer

    Date: 12/07/2022

     
    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.  I am waiting for the reimbursement.

    Sincerely,

    *******************************

    Customer Answer

    Date: 01/06/2023

    Hi,
    I had thought I had resolved my case on Dec. 7th when Yakima had said they would mail a check to refund their failed products, covered under the lifetime warranty.  I still have not received a refund and should have by now.
    complaint id# ********
    -*******************************

    Business Response

    Date: 01/17/2023

    We are sorry, we did the math wrong.  A check for the difference will be going out on January 31, 2023 and you should have it **** business days after that.

    Customer Answer

    Date: 01/24/2023

     
    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 as long as the amount of funds stated arrives.

    Sincerely,

    *******************************

  • Initial Complaint

    Date:10/06/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 a Yakima *********** '66 and on August 08, 2022, under Ticket# ****** I filed a lifetime warranty claim due to the protective coating on the bars tearing after limited use. I provided proof of purchase and pictures of the damaged bars. The automated email response said it will take 14 - 20 days for a response, which would have been around September 5, 2022, at the latest. I emailed again referencing my ticket number and as of October 6, 2022, still have not received a response reference the warranty claim.

    Business Response

    Date: 10/07/2022

    Hi ********************************  I am very sorry for the delayed response.  I am not trying to excuse it, but we are a department of less than 10 employees who receive over **** calls and emails a month.

     

    I will look at this today and reach out to you before 9am Pacific Time.

    Customer Answer

    Date: 10/07/2022

     
    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. Fir such a major international company to have so few U.S. based customer service employees is poor on their part, as it puts extra unwarranted stress on the employees. Yakima needs to step-up recruitment and hiring as well as fix the timeframe it says it will respond to reflect a more accurate wait time

    Sincerely,

    *******************************

Yakima Products Inc is NOT a BBB Accredited Business.

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