ComplaintsforKawasaki Motors Corp USA

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new Kawasaki Mule Pro-FXT 1000 on 04/13/2024. About a week or two after the purchase, we received a recall letter stating that we must discontinue use of the Mule due to a potential fire hazard. Later we received a letter offering us a $500.00 credit to use in the store once a recall fix has been issued. We have had to make three loan payments on this machine and we can't even ride it. We are demanding reimbursement or compensation to help cover our loan payments and reimbursement or compensation for the loss of use, especially during the best time to use this machine during the Summer months. Also, I have emailed and mailed a letter for help and answers and not one person has or will respond back.

  Business response

  08/06/2024

  Kawasaki is not offering to make loan payments on units affected by a recall notice.  Kawasaki has offered to provide a $500 credit to be redeemed at the dealership when they perform the recall service to the unit.  The recall parts are readily available, the repairs are quick and easy.  Kawasaki is also extending the warranty for 6 months to cover the downtime, which from the time of the stop use notice was announced 4/17/2024 to now has not been 3 months. 

  Customer response

  08/11/2024

  The parts apparently are not readily available. I called ATV's & More in *****, ** (which is where I purchased the Mule) on 07/08/24. They told me that they ordered roughly ten kits initially, which seemed a very low amount to order to take care of all their customers that purchased these units. I assume those initial kits were used on their in stock units so that they could get them back for sale in their showroom. The customers should have been taken care of first. Anyways, they told me that they would call me back so that we could get my Mule repaired. On 07/25/24, they called me only to ask me if I would be bringing my Mule in for repair on the recall. I was shocked because I thought they were calling me to bring my Mule in for repair. They told me that they sold a couple hundred units that were affected by the recall and they were just calling customers to make sure they would be bringing them to them so they could order that amount of repair kits. It's now been over two weeks and no word from them. The extended warranty means nothing to us because we have the *** extended warranty through Kawasaki and the $500.00 store credit means nothing because there is a huge markup for Kawasaki accessories and that is not a true $500.00. I have called and mailed letters to Kawasaki, and have yet to hear back from anyone until I filed this initial BBB complaint. I've heard of the start of class action lawsuits which we will be following up on in the near future. All we want, as well as others, is our monthly payments reimbursed while the units were down. This recall fix took way too long and was not made a priority by Kawasaki.

  Business response

  08/13/2024

  Kawasaki contacted the servicing dealership and they have confirmed that the recall kit has arrived.  The dealership will be contacting the customer to schedule an appointment to have the recall service performed.  A Kawasaki representative has left a voicemail for the customer to follow up and also has sent an email to allow the customer to respond.  ********************** will provide the dealership a full $500 credit on his behalf to be used on whatever products or services that he wishes.  

  Customer response

  08/15/2024

  is this $500 credit in addition to the $500 credit I already have from Kawasaki? Also, what about the extended six months manufacturer warranty? I have the Kawasaki KPP Extended warranty. The six month extended manufacturer warranty does us no good. Can the Kawasaki KPP be extended six months?

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2024 Kawasaki Mule Pro-FXT 1000 Ranch edition from Kawasaki in October 2023. Before I could get my first oil change, the Kawasaki Dealer went out of business with no warning. Fast forward to July 2024, I received a Important Safety Recall from Kawasaki Motors Corp., *** stating that I need to schedule time for a dealer to replace a wiring harness that is apparently busting into flames on start-up. The letter included a phone number for Kawasaki ************** Due to my situation with the selling dealer going out of business, I decided to call the provided number. To my surprise, the phone number is some type of passification effort by Kawasaki because when the phone answers, it simply tells you to go on-line and use the on-line messaging that a website provides. First question is, why pay for the phone number if it is simply going to direct you to a website and then immediately disconnect? I then looked on-line to find a dealer that could take care of the recall. In speaking with the dealership service department, it was shared that I would need to leave my unit there for 3 to 5 days for them to get the part ordered per Kawasaki's requirements. My question was, why do you need to keep the unit for a week if I can provide all the pertinent information regarding the unit including the **** The gentlemen in Service explained that Kawasaki will not allow the dealership to order the replacement part until I bring in my unit. I did not buy the equipment for it to sit for a week at a dealership. Kawasaki's letter indicates that the repair could take as little as 25 minutes to repair but that is a fat out lie if the part will take a week to arrive.

  Business response

  08/13/2024

  One of our representatives has reached out to ************ to attempt to assist with the situation.  The timeframe is taking longer than is requested by the BBB.  Kawasaki does not require that the dealership physically have the unit in their shop prior to ordering the repair parts.  Kawasaki will be in touch with the dealership and follow up with the customer to get his needs taken care of.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2024 Kawasaki mule intake exploded December 2023, it keeps backfiring and going into limp mode since. Dealership told me that Kawasaki wont even let them work on or sell this model now. **************** will not answer. I have never bought something with a warranty and been refused service. Model KAT1000BRFNN serial number ***************** engine *************. My warranty expires 10/17/30, I think after over 6 months of the same problem, they should buy it back or replace it. It was purchased from antlers Motorsport, antlers, ok.

  Business response

  07/24/2024

  We have reached out to ******************** and have confirmed that he has had the recall performed on his vehicle and it is back in his possession.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a new 2024 kawasaki mule pro-fxr 1000 on March 20th, on April 18th I got a letter from kawasaki to stop using it.It could catch on fire do to their design. It's been one month with out the use of the ************** still don't know how long or if ever it will ok safe to use.I need a refund or a working new replacement Times up I waited long enough.

  Business response

  06/10/2024

  Thank you for contacting Kawasaki.  Kawasaki is currently working with the **** (Consumer ************************** for approval of the recall repair.  Once the process has been completed Kawasaki will notify you on when you can bring the unit to the dealership for repair.  Kawasaki is not offering buyback for the unit.  Thank you for your continued patience.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new 2024 Mule pro-fxt 100 on 3/28/2004 for $19824 from WCTractors. in *******, Tx. 2-3 weeks later received a letter from ******* Motors corp. stating "Do Not DRIVE". We have even been told to not even start the *** to put it on a trailer to return it. We are now going on over 2 months that we cannot use this $20,000 vehicle for any farm use. every few weeks we are told that they are working on a fix. Also, the price of this vehicle has dropped about $2000 devaluing our purchase. I'm told by attorneys that the Lemon law does not apply. I believe the company should refund our purchase and allow the *** to be returned because of the time to wait anymore for a FIX is unacceptable.

  Business response

  06/18/2024

  Kawasaki is current working with the **** on the repair procedure for this matter.  Once they have finalized their evaluation process and advise Kawasaki of their approval we will issue a recall bulletin.  Kawasaki apologizes to our customers for the inconvenience and have offered a $500 credit as a thank you for their patience.  Kawasaki is not offering buybacks as an alternative.

  Customer response

  06/23/2024

  A $500 credit and the more than likely possibility that we are still a month away from having our vehicles fixed is not acceptable. The timeframe we are without our farm vehicle will be approximately 4 months. These 2024 ATVs dont even appear to be on the shelf next year. We dont even have as consumers the ability to sell these vehicles that cant be driven. Kawasaki should make things right and offer a buyback program.

  Business response

  06/24/2024

  Kawasaki appreciates your patience while they work out the repair solution with the **** (Consumer Product Safety Commission).  Kawasaki is committed to making the repairs once they receive authorization from the CPSC.  Our customers will be notified of the updates as soon as we are able.

  Customer response

  07/09/2024

  because I had to make other arrangements for our farm business and no longer need this machine that has been sitting for three months after having it for two weeks, I want to return it for full reimbursement. I know longer trust your product.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2024 Kawasaki mule pro fxt 1000. Shortly after I received a letter from Kawasaki saying do not start and do not used. The reason for this was for a problem that would cause a fire. The machine was still on the trailer so I took it down to the dealer ship. They have had it for over a month. Kawasaki still can not tell the dealer when they will have a fix. I was told maybe a month maybe 6 months. My machine has not even hit break in period 20 hrs. I am still making a payment every month but can not use it due to the recall.

  Business response

  06/04/2024

  Kawasaki is currently working with the **** (Consumer ************************** on an authorized repair.  Unfortunately, there has been no timeline made available to provide to our customers.  We expect to have this matter resolved as quickly as possible.  Once further details are known Kawasaki will notify our customers when to bring the unit in for repair.  Kawasaki is not offering buybacks for affected units.

  Customer response

  06/07/2024

  So youre telling me, that I will continue to pay 330$ a month on a mule that I cant even start up because it will catch on fire? Wow. What a crock of ****. 
  And yall arent even offering a buy back, because why? Its YOUR machine thats defective. 
  
  
  Tell ya what, I will never EVER support your trash company ever again. I got my first dirt bike when I was 13 years old, and Ive spent hundreds of thousands of dollars on Kawasaki products for the last 21 years. And youre telling me, that yall arent willing to help me out? Yeah I will never support Kawasaki ever again. Ive been reaching out for MONTHS trying to get answers on a recall, **** always have some ******** message saying our team is in a meeting and it took me going through the BBB for a response. 
  I will bash your name every where I go. I will NEVER spend another dollar of MY HARD EARNED MONEY for a company who could give two s**** less about me. 
  Yamaha took my brother in law on a trip to ******** last year, for free. What do yall do for me? Completely f*** me over and have no remorse at all. 
  Im done with your stupid company and I hope more people realize how s***** of a company this is based on how yall are handling this situation. Hiding behind a voice mail so people cant reach you on your business phones? Making people go to step 2 to get the BBB involved to get a **** response. Cowards. Just a bunch of **** cowards. I hope this company loses MILLIONS of dollars and get chewed out by angry customers, because you just lose one of your most faithful customers over the last 21 years over some ******** that couldve been resolved with a simple buy back. I hope yall have the day you deserve. 

  Business response

  06/10/2024

  Kawasaki continues to work on the repair with the **** (Consumer Product Safety Commission).  We hope to have a response to our customers soon and apologize again for the delay.  Once the remedy has been approved Kawasaki will update our customers on the action to get the unit repaired.  Thank you for your continued patience.

  Customer response

  06/17/2024

  so when is a fix going to be available? An is any compensation going to be made for Kawasakis f*** ups? 
  An also every day I try and call not one person can answer the phone. Or everyone is in training . Kawasaki is handling the situation in such a s*** way. Im am extremely disappointed and will never buy another Kawasaki product again. This has been going on for well over a month now. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2024 kawasaki mule no fix recall back in April 2024 do not operate I called kawasaki to see if they would make my monthly payment's they said no It has been over a month with no fix to the problem I did receive a letter today 5/24 with a ****** incentive for parts or accessories Well that's good for kawasaki because the money goes back to kawasaki I don't need any parts or accessories I want them to make my payment My kawasaki mule only has 262 miles on it an I'm not allowed to start it I paid ***** dollars for it in Aug 2023 not my fault they have a combustion issue

  Business response

  06/25/2024

  ******* is currently working with the **** (Consumer ************************** on the repair procedure.  Once Kawasaki receives approval they will issue the recall bulletin and inform our customers when the units can be brought in for repair.  Kawasaki has offered the $500 incentive to customers as a goodwill gesture for the inconvenience, there are no plans to provide payment assistance.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2024 Mule Pro-Fx 1000 has a recall for improper combustion. They do not have a solution for this yet. They are telling me not to even start it. I cant use it for taking care of my property. Im paying payments and cant even use this vehicle.

  Business response

  05/28/2024

  Kawasaki has issued a Stop Use notice to our customers and are working on a recall resolution. There has been no timeline available to provide at this time. Kawasaki has sent updates to the matter to our customers offering a $500 accessory credit to be fulfilled once the repairs have been completed. Once further details are available Kawasaki will update our customers.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a 2024 Kawasaki mule pro fxr 1000 09/21/2023. I received a letter on 04/24/24 that said in bold print. DO NOT DRIVE YOUR MULE PRO-FX/FXR/FXT UNTIL AN AUTHORIZED REPAIR HAS BEEN COMPLETED. My vin number is *****************. It is a 2024 kawasaki mule pro fxr UTV. I called Kawasaki at ************** and was on hold for 2 hours to only do what the letter said. Do not use it. I have a lot of money invested in something I cannot use; but I own. I feel Kawasaki should at least tell us what the problem is and either fix it or buy it back. I would gladly sell it at this point; but I cant even do that. I bought this for my wife and I to work with because we arent young anymore. Any help you can give would be greatly appreciated. Thanks

  Business response

  05/28/2024

  Kawasaki has issued a Stop Use notice to our customers and are working on a recall resolution.  There has been no timeline available to provide at this time.  Kawasaki has sent updates to the matter to our customers offering a $500 accessory credit to be fulfilled once the repairs have been completed.  Once further details are available Kawasaki will update our customers.  

  Customer response

  06/07/2024

  I purchased this Kawasaki mule pro FXR to use. If Kawasaki cannot fix this machine they should buy them back. It has been 2 months of not being able to use this machine. I am 69 years old and was counting on this to help me and my wife maintain our property.  They should buy it back so I can purchase something we can use. This has went on long enough. What good is a $500.00 accessory gift receipt if I cant use the machine. The resale on the *** will suffer because of publicity this is getting. I cannot even trade it in because of the recall.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2023 kawasaki klx 140. I put about 3 hours on it and it has a bad growling noise from the engine. I inspected the oil filter and it was full of magnetic metal. I took it to 1 dealer and they called a week later saying it would be months before they got to it. So I took it to the dealer I bought it from and now it's been a week. So as I now I am 2 weeks without this bike and not counting the time driving to these dealers which are far away. This dealer first tried saying nothing is wrong with it even though i showed them a kawasaki a picture of the metal. Then they decided to tell me they are waiting on kawasaki to call them back. I called kawasaki and they told me they were going to dissaasmble the engine and fix it. The dealer called me a couple of days later saying to pick it up. They admitted to me not properly inspecting the bike. I brought up safety concerns as it is a possibility the engine could lock up and I could be thrown from the bike. The dealer said I can't say the bike is OK or nor the bike isn't ok or it is safe. This has been nothing but a headache and I don't feel safe riding this bike anymore. Kawasaki should replace this bike or reimburse me my money and I'll go a a different manufacturer who values their customers saftey.

  Business response

  04/15/2024

  We have reached out to the customer to discuss their concerns in greater detail.  The comments made in this complaint seem to have been a mix of both old, already addressed concerns and also possibly new concerns.  We would be happy to do our best to help resolve any current issues that the customer may have.  A phone call and follow up email were made to the customer and we await their response.  We are not able to offer a replacement unit or provide a refund at this time, we are certain any concerns can be resolved easily.

   

  Customer response

  04/18/2024

  The bike is still making a noise it shouldn't. I received an email but it didn't include any kind of resoultion. Kawasaki doesn't seem to want to fix this issue or address it properly. They also paid the dealer to adjust my valves and tighten and clean my chain. But they never cleaned the chain and over tightened the chain. Had less then half of inch of slack when the spec is 1.8 to 2 inches. Top end also seems loud now. Kawasaki has done nothing towards resolving these issues. 

  Business response

  04/24/2024

  Please bring the unit to your local authorized Kawasaki dealership if you feel there is a product issue.  Our recommendations will continue to be that we will work through a local authorized Kawasaki dealership to address product concerns per the terms of the warranty policy.  The information provided to us by the dealership during the previous visits is that there were no abnormal sounds coming from the motorcycle.  

*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. ↩