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:01/11/2024

  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 submitted a warranty claim (ticket ******) for a broken component of my Yakima rack system on November 20th, 2023. Yakima responded with an automated email, acknowledging receipt of the submission on that same day, and saying that they will respond to my claim within ***** business days (a wait time that I would say is unreasonably long).Yakima still has not responded to my claim. It has been 51 calendar days, 37 weekdays. Yakima's response wait time of 30 days is unacceptable, and they're late for even that.

  Business Response

  Date: 01/12/2024

  I apologize for the delayed response.  This is not an excuse, but we are short handed at the moment.  We have reached out to you for some additional information so that we can determine the  best way to resolve this issue.

• Initial Complaint

  Date:07/31/2023

  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.

  This issues start with my purchase march 2 2023 for baseline towers and bars which was received and installed to my vehicle March 5 and per their written in instructions. Fast forward to July 2 while I was driving out of state the rack system detached from the vehicle 400+ miles away from my house. I then called into Yakima on July 5th 2023 they sent me an email to get some more information and pictures of the damages to the two bicycles that were on the rack when it detached from the roof. I sent the information to them on the 5th within hours and got a response asking for more information as to which I responded to within 20 minutes of receiving. After that I did not receive any written response from a person until July 17th. To get information to keep the issues going I did call in several times and was verbal told they wouldnt email wait they had told me over the phone. I would not trust this company with your equipment or your Buisness as it is near to impossible to get a resolution.

  Business Response

  Date: 08/01/2023

  We are sorry that the roof rack, bike rack and bike fell off your vehicle.  We understand not having space in your vehicle for both the ejected roof rack with bike rack and your bike.  That being said, you do need to understand that in order for us to determine that it was a manufacturing defect/issue, that we do need to have the items sent back to us, or at the very least, photos of the measurements used to attach the roof rack that we and our ****************** can look at physically.

   

  I am sorry that it did take 4 days from your response for our PI Claims Specialist to reach out to you.  Two of those days were weekend, when we are closed. We do get the frustration.  We also were respecting your request to no longer bother you with emails until we had a tracking number for the reimbursement check for the cost of the roof rack and bike rack.  You were informed that the check would go out on July 31, 2023, which it did and you were sent the tracking number as soon as it was available.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20400676
  
  I am rejecting this response because:
  The complaint wasnt the bike rack. The complaint was about the amount of time that I had to waste to wait and call in to get responses from your company. There is 0 accountability at Yakima for this and is a serious matter that needs to be addressed. The proof was the fact that you made an excuse about the weekend. Please explain the gap between the estimate and the response from *****. FYI I called in on the 17th and ***** out of the office and I magically got the email from him shortly after calling in
  Sincerely,
  
  *********************

  Business Response

  Date: 08/02/2023

  Dear ***,

         We did respond within two business days.  When I mentioned that two of the four days were weekend days, when we were closed, I was not making an excuse, but stating a fact.  According to Fed Ex, your reimbursement check was delivered yesterday, August 1, 2023.  When we spoke on the phone, you had made it very clear that you did not want us to contact you until we had a tracking number for your reimbursement check, that you were told would not go out until July 31, 2023.

  You have also made it very clear that you no longer wish to own or purchase Yakima products, so I am not sure how we can further help you, within our policies and guidelines.

   

  In a new communication that you have with one of our agents, you state this:

  "My phone number is 404-78x-7xxx. Yakima products is not authorized to call me at anytime unless given written consent via email for each call. Thanks for your time. "

  Due to that statement, we would be violating your request.

• Initial Complaint

  Date:07/05/2023

  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.

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