ComplaintsforYamaha Marine Group

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2021 yamaha ex deluxe waverunner in for warranty repair. The ****** had it for 10 weeks. They replaced the ride motor and seal, which is below the waterline thru hull.When I finally got it back I tried to take it out onto the water (intracoastal waterway). As soon as I backed it into the water it started taking on water into the engine bay. I sprayed the ride motor area from the outside with a hose when i got home and you can see it streaming in, inside the engine bay.I called yamaha warranty service about this on October 14th at 4:03pm. The lady I spoke with was rude and combative before the conversation even started. I explained my situation and that I'd like them to set up a proper timely repair at another ******, since I had to wait 10 weeks at the first ****** for a repair that takes 4-5 hours if you have the new part. She was again rude and argumentative and stated they could only tell me to go to another ******. Zero help rectifying the problem caused by poor assembly during manufacturing, by yamaha.I'd also like to add that I bought my waverunner new from this same ****** with the extended warranty. They tried to get me to pay $700+ to just fix the wires on the ride motor that were chaffed through. Even though I told them I wanted to submit it under warranty to yamaha multiple times. Why would I pay for it if it's under warranty, shady. They also left the band that holds the fuse box off, and my water cooling outlet on the left side was blocked up. Overall very poor workmanship and customer service. 10 weeks and i got back a sinking waverunner. I expected a lot more from yamaha, I thought they were a better company than that. I was looking to buy 2 four wheelers and a generator for some land I just bought. I won't be buying anything yamaha again as of now.

  Business response

  11/15/2024

  Thank you for reaching out. I am sorry for your experience with your 2021 Yamaha EX Deluxe WaveRunner. Yamaha does not own the dealership and cannot schedule customers appointment. As per our warranty statements states, It is the customers responsibility to give notice to an authorized Yamaha WaveRunner watercraft dealer of any and all apparent defects within ten days after discovery, and make the machine available at that time for inspection and repairs at such dealers place of business. Your WaveRunner will have to be brought back to the dealership for the dealer to inspect the ********** for any manufacture defects. If you have any questions, please call Yamaha customer service at **************.

  Customer response

  11/15/2024

   
  Complaint: 22518481
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Business response

  11/15/2024

  Thank you for reaching out, ****. Your WaveRunner will have to be brought back to the dealership for the dealer to inspect the ********** for any manufacture ********** is the customers responsibility to make the dealer aware of any defect present per our warranty statement. Yamahas warranty statement can be found in the back of your owners manual. If you have any questions, please call Yamaha customer service at **************.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a boat in 2019 with a new 2018 Yamaha 200HP outboard motor. In 2020 the motors trim function failed. It was repaired but the exact problem happened every year since. The problem happened for the 5th time this year. I had to buy an extended warranty just to have the motor get fixed every year for the same problem. If this isnt the definition of a lemon, what is? I would like to trade in this motor for full msrp towards a new motor or get a full refund and I will buy a Mercury motor.Yamaha **************** will not talk to me directly. They tell me to work with the dealer (************ Products in *******************). But **** can only repair what Yamaha allows.This motor has disrupted my summer boating 5 times. This is a defective motor beyond repair.

  Business response

  10/25/2024

  Thank you for reaching out. We do apologies for your experience with our product. A representative will be reaching out to you to help resolve your issue. Thank you.  

  Customer response

  10/25/2024

   
  Complaint: 22446545
  
  I have temporarily rejected the response until there is a decision by Yamaha on the resolution. A representative has contacted me and will reach out again next week.
  
  Sincerely,
  
  ****** ******

  Business response

  10/31/2024

  Yamaha **************** Team is working directly with ****** ****** and Mads ******* to ensure the issue he is experiencing will be properly identified and resolved. 

  Customer response

  10/31/2024

   
  Complaint: 22446545
  
  I am rejecting this response because:
  A resolution has not been determined.  Yamaha is communicating with me directly.
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am attempting to contact anyone who can assist in finding out what the heck is going on with my warranty claim for my 2022 Yamaha 190 FSH Sport. My boats touchscreen display stopped working while I was deployed to ******. My wife informed me that the screen went out approximately March of 2023 that the screen stopped working. Once I returned from my deployment, I took the boat in for service at the local dealership to make a warranty claim against the boat, approximately December 2023. My boat sat at the dealership from December 2023 June 2024. I brought my boat back home to sit due to the dealerships concerns on the boat being stored in their open dirt parking lot baking in the sun with no cover. The boat never got serviced nor repairs made. Currently I get text message notifications from the dealer stating they are waiting on the backordered warranty covered parts and have no get-well date in sight. I am at a loss all around with no light at the end of the tunnel. At this point I just want to give the boat back to Yamaha and call it a loss, I need someone to explain and assist in getting this resolved. I have been paying monthly for a brand-new boat I cannot utilize at all due to the electronic systems not working all caused by what the dealerships says Yamaha knew was a problem from manufacturing. Please can anyone help it's been over 1 and a half years since this boat stopped working and I have no date on when Yamaha will fix this.Account Information Name: ****** ******* ***** ***** ******** ***** Account Number: ********** Model: FSH Sport Year: 2022 VIN: US-YAMC0082L122 Dealership Information Address: ************************************************* Number: ************ POC: **** *********

  Business response

  09/19/2024

  We appreciate you taking the time to inform us of your concern regarding your 2020 190 FSH Sport. Please accept our sincere apologies for the issue you are experiencing with your display screen. Our team understands the importance of having a display that performs properly. The ****** who manufactures these display is getting the material to start productions on these displays. A representative will be reaching out to provide more details. Thank you. 

  Customer response

  09/19/2024

   
  Complaint: 22287172
  
  I am rejecting this response because:

  The response from the company remains the same. Pending parts and maybe they will be at the dealership by November 2024. What about the year and a half I paid for a boat that could not be used? If this was a purchase you made as a consumer you would want youre money back with full refund. Pending results in November 2024.

  my boat has been deadline since March of 2023. 
  
  Sincerely,
  
  ****** *****

  Business response

  09/23/2024

  We would like to extend our sincere apologies for any inconvenience you may have encountered during the course of our process, and we regret to hear that you are very disappointed in the services provided by our organization.  We understand that the display has been down for a year and a half. AS of right now the vendor has started production of these displays. A representative will be reaching out to you to provided further information on this situation. In the future should you have any questions or concerns, please contact our ***************************** at **************. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm the owner of a 2019 Yamaha SX195 jet boat. In April of 2024 the electronic Display Unit, which displays and controls the functions of the boat, failed and the boat not useable. I've ordered and pre-paid for a replacement Display Unit from a Yamaha boat dealer, but the part is unavailable, back ordered and there is no information from Yamaha on when it will be available. I've personally called Yamaha customer service and they said they have no I idea when the part will be available it maybe 6-months, or 6-years and there is nothing that Yamaha can do about it. They did not seem to care. So, I currently have a realively new boat, in pristine condition that I don't know if my family and I will ever be able to use again, or even sell.

  Business response

  08/05/2024

  Hello, ************** - 

  Thank you for reaching out and I apologize for your experience. 

  You have submitted your complaint to Yamaha Corporation or America but I believe you may need to reach out to Yamaha Motors. Their customer service number is **************.

  Thank you, 

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

  Yamaha Customer Support

  Customer response

  08/08/2024

  Please take the time to read my complaint.  I have already contacted Yamaha customer service and they said that they do not know when the part will be avaialble and there is nothing they can do about it.

  The BBB may have forwarded this complaint to the wrong Yamaha department, but this still does not resolve my complaint.

  I have an unusable $36,000 Yamaha boat sitting in my garage!  I have been unable to use my boat all summer long and the season will be ending soon.

  How /where can I get this critcal Yamaha DISPLAY UNIT (Part # F4C-U8K12-00-00) for my boat, so that I can use my boat again?

  Yamaha customer service does not seem to care.

  Business response

  09/13/2024

  We appreciate you taking the time to inform us of your concern regarding your 2019 SX195. Please accept our sincere apologies for the issue you are experiencing with your display screen. Our team understands the importance of having a display that performs properly. The Vendor who manufactures these display is getting the material to start productions on these displays. A representative will be reaching out to gather more information and provide more details. Thank you for your patience and understanding.  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called JP at Yamaha Marine **************** today and words simply cant describe how terrible Yamaha treats loyal customers. As a customer who owns multiple ********************** watercraft its insulting to see how this company does business. I called in knowing that my 2020 FX Limited SVHO was out of warranty but I was calling regarding a failure of a VERY WELL KNOWN issue. Yamaha knows the touch screens on these screens are pretty much guaranteed to fail. Its not a matter of if but when. This garage kept unit has failed with just 70 hours on it and there are a lot of functions you cant access without the touch screen. As a loyal customer I thought id see if ********************** would step up and at least offer some assistance with this issue but instead I got JP and ** felt that I wasn't worth his time. He informed me my ski was out of warranty and he didn't care about how well documented these failures were and that there was nothing for us to discuss. I asked to speak with a manager based on how he was treating me and he said there was no need and he said we are done here and hung up on me!! If the calls are recorded you can clearly review it and see i was never rude or anything. I was simply asking for some assistance on a failed screen that Yamaha knows they are having issues with. I advise any customer considering this brand to strongly consider the service you may receive after the sale because apparently they train the employees its ok to just hang up on customers. Its very sad they will take customers hard earned money and not stand behind products they know clearly have a design flaw.

  Business response

  07/31/2024

  Dear *******************,
  Thank you for bringing this issue to our attention. We sincerely apologize for the unprofessional behavior you experienced.
  We are taking your complaint seriously and will investigate this matter. The Customer Relation Supervisor will be reaching out to you to review your situation.
  We are committed to resolving this matter promptly and appreciate your patience.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a yamaha 195s brand new a couple of months later it was in the shop because the connext stop working. I was unable to use it and had to wait for months to get a replacement. Then again the replacement connext stop working and I again had to wait for months for a replacement . I call Yamaha support and they are all nice . But they can not get me the replacement part in a timely matter .I always have to wait which means I am paying for a boat I do not use . I also paid for the extended warranty which it is covered under . I had to have a transducer replaced. I also had to have the back radio replaced twice because the fiberglass was to big for the radio so they had to go back and add fiberglass so the radio will fit and will not leak because the hole was to big. The first time we paid because the repair shop said it was not covered under our warranty when it happen a couple of months later my husband looked at it and took pictures because it happen again. We contacted the repair shop manager which was very nice and showed him the pictures . That is when he said it was a manufacture defect and it will be covered under extended warranty . Now we never got the money back from the first time we paid .Now again for the 3rd time I have an issue with the connext again .I am being told by the repair shop no lead time and when I call Yamaha customer service again i was told issues with vendor that makes it and no time frame. I do not feel safe driving this boat and my extended warranty ends in 2025. I am upset we never got our money back after they seen it was not caused by us. The extended warranty does not work if you cant get me parts in a timely time frame .So this mean I will get the connext when my extended warranty ends and then if i have an issues a 4th time what happens then . I am paying for a boat that has been in the repair shop so many times with so many issues . This is all documented .

  Business response

  08/05/2024

  We appreciate you taking the time to inform us of your concern regarding your 2020 195S. Please accept our sincere apologies for the issue you are experiencing with your display screen.Our team understands the importance of having a display that performs properly.We have shipped out a new display screen to Rockstar Powersports St. ****. Please reach out to the dealership for a tracking number. Thank you for your patience and understanding. 

  Customer response

  08/05/2024

   
  Complaint: 22015356
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business response

  08/06/2024

  Thank you for your patience. Yamaha has shipped out a new display screen to Rockstar Powersports St. ****. Please reach out to the dealership for a tracking number. If you have any other concerns, please call Yamaha at **************. Thank you. 

  Customer response

  08/07/2024

   
  Complaint: 22015356
  
  I am rejecting this response because:
  I have still not received a replacement .I was told it shipped but no eta or tracking number . I called ***** and waiting to hear back from him. Also called the dealer and they said they still have not received that part and will need to inspect it when it arrives to make sure its the correct part. Until I have the part on my boat and check to see if it works once I am on the water I want to keep this complaint open please .The issues is still not resolved . Thank you 
  Sincerely,
  
  *******************

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my deep concern and dissatisfaction regarding the recent denial of warranty coverage for my Key West 244 boat, purchased in August 2022, equipped with two Yamaha 150hp outboard engines. At the time of purchase, the dealership offered me an extended warranty by Yamaha for two years, for which I paid $4066. I was assured that this extended warranty would provide comprehensive coverage.On April 11, 2024, I encountered a significant issue with one of my engines, leaving me stranded in the middle of the ocean. I promptly had the boat towed to an authorized dealership, Naples Boat Mart, where they diagnosed the problem as requiring a new powerhead. The claim was swiftly submitted to Yamaha. However, to my dismay, Yamaha promptly declined coverage, citing overheating due to a water pump failure and claiming that it was not a defect of the engine.Upon further investigation, it has come to my attention that this is a common practice by Yamahato sell extended warranties and then search for excuses to avoid covering expenses. When I purchased the boat, the engine had only 300 hours, and the dealership performed a comprehensive service, including installing a new water pump, before I took possession. Presently, the engine has only 370 hours, indicating that I have only put 70 hours of use on it. This treatment by Yamaha is highly unfair and abusive towards customers.I urge ********************** to reconsider its decision and honor the warranty as promised. It is evident that the issue is not due to negligence or misuse on my part but rather a failure inherent to the engine. I expect Yamaha to stand behind its products and provide the necessary repairs under the terms of the warranty.I have attached copies of relevant documents, including the warranty agreement, service records, and correspondence with Naples Boat Mart, to support my claim. I kindly request a prompt resolution to this matter and an explanation for the initial denial of coverage.I appreciate your attention to this issue and trust that Yamaha will uphold its commitment to customer satisfaction.

  Business response

  05/17/2024

  Hello *************,

  Thank you so much for bringing your issue to our attention. Our records indicate that your son, *******************************, has been in contact with our customer relations department. Based on the last communication that took place on 5/15/24, you son was informed that the issue your unit experienced was not a manufacture defect as the unit overheated multiple times during an interval of 10 minutes. This information was all corroborated by the download (memory) that was pulled from the unit. It was also discussed with your son that although the issue was not a manufacture defect Yamaha was willing to partially assist as a 1x goodwill gesture. This gesture provided assistance in parts only (spherically the block and head of the unit). ************ agreed to the assistance and was instructed on how avoid this from reoccurring in the future as our units come equipped with a "buzzer" that will alert the user of when an overheat is occuring.

  Please feel free to reach out to our customer relations if further clarity is need.

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

  Customer response

  05/20/2024

   
  Complaint: 21701835
  
  I am rejecting this response because:Thank you for your prompt response. I would like to obtain a copy of the *** report showing that the engine overheated sufficiently to cause damage to the cylinders. I need to see the maximum temperature reached by the engine in question, as aluminum blocks typically deform at temperatures exceeding 300 degrees Celsius. Another concern I have is which part of the engine failed to cause the overheating, and which part failed to contaminate the engine oil with water. Yamaha seems to be leaving a customer at the mercy of a dealership that is charging over $5000 for labor. I would consider it a fair deal if Yamaha covered at least 50% of the labor costs, as they are not entirely certain what caused the engine to overheat. Yamaha has not disclosed which part of the engine failed to lead to this occurrence. I hope Yamaha will consider my proposal.
  
  Sincerely,
  
  ***************************

  Business response

  05/22/2024

  Hello *****************,

  For any copies of documentation either pulled from your unit or repairs performed please reach out to the dealer performing the work as they will the the ones to provide any kind of documentation. Also, in regards to the assistance being provided, as stated in the warranty statement that you have uploaded, factory warranty and our Y.E.S warranty covers manufacture defect. What has been presented has been deemed to not be a manufacture defect therefor warrants no coverage. However, in acting in good faith, Yamaha has offered assistance on parts only as a 1x goodwill offer. Unfortunately, there is no further assistance that can be offered at this time given the information that was provided. 

  Please follow up with you dealer if there is any new information that needs to be presented. 

  Best regards,

  Yamaha Marine Customer Relations

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently had the need to re-power my boat and currently have a Yamaha f250 outboard. They advertise a 3.99 financing online and refer you to your local dealer. I contacted a dealer in ********* Fl. and received quote for the re-power. I filled out their credit and the salesman said Yamaha couldn't do 3.99 but offered 11%. This is a bait and switch. I have a 788 credit score and 35% DTI ratio and an annual income of 150k. The manager of my bank agreed this was absurd and she said with my finances I was in the top 5% of preferred borrowers.This appears to be a very unethical practice.

  Business response

  05/13/2024

  Thank you for contacting us regarding your concern about the current interest rate. The online information regarding the current interest rate offer "as low as 3.99% APR for 72 months for qualified repower buyers" states:
  
  "*Available for well qualified tier 1 credit customers who finance through ********************** ********* Services, a DBA of Yamaha Motor Finance Corporation, *** (***********). 3.99% APR financing for 72 months at $15.64 per month per $1,000 financed based on pricing of 100% LTV. Must take delivery from retail stock by 5/31 /24 on purchases of new not previously registered Yamaha Outboard Motors manufactured since January 2018. Not all buyers will qualify. Higher financing rates apply for buyers with lower credit ratings. See dealer for qualifications and complete details. Offer good only at participating dealers."

  Unfortunately, this would be a matter for Yamaha Finance who could possibly elaborate on the interest rate that was offered. Their customer service number is: 

  Customer Support: **************
  

  Monday- Friday: 6am-7pm (PST) | Saturday: 6am-5pm (PST)

  Customer response

  05/15/2024

   
  Complaint: 21661324
  
  I am rejecting this response because:

  I called the number and was given the run-around and passed off to several people that I had to explain the situation each time and none could tell me why I didn't qualify for the 3.99 rate.  After 60 minutes and 4 reps, the last said he couldn't see why I didn't qualify, but he suggested I write a letter to finance.   Great idea, the offer ends in two weeks, 
  
  Sincerely,
  
  *******************

  Business response

  05/17/2024

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

  In an effort to properly assist you and provide the clarity you are seeking it is our recommendation that you reach out to Yamaha Motor Finance Corporation for further information on the the decision that was made. As previously stated, Yamaha Motor Finance is an entity of Yamaha ********* Services however it is not Yamaha Motor Corporation. I understand that you have tried to reach out to them and the ask was to provide a letter with your request. Unfortunately, their process and procedure is not something we can control.

  Again, we understand your frustration regarding this matter however the financial department would be the only ones that can provide any further information. 

  Their contact information is as follows:

  Yamaha ********* Services: **************

  Yamaha ********* Services Marietta Location:
  *****************************************************************************

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

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi. Our 2016 Yamaha waverunner which otherwise appears to be in very good condition suddenly will not shift out of forward. This is an extraordinarily dangerous condition, and I find it incredible that yamaha has produced such a flawed product with such a hidden risk factor that would be completely unexpected from the consumers point of view. I mean, we use vehicles every day. I've been boating for 50 years and I have NEVER experienced anything from an outboard motor to engines on large cabin cruisers just suddenly stay in forward and be impossible to shift to stop. Look at the Bridge collision in ********* as a danger of uncontrollable boats. And now we see online many others are having similar issues. It is amazing there isn't a class action lawsuit, as someone WILL get injured as a result of their design, and the problem once recognized is obvious. Yamaha is knowingly putting people in danger, and the people aren't aware.The issue is that rather than using a cable or reliable means of shifting, the waverunner shifts electronically. Until it doesn't. Last summer I rammed our dock and pontoon boat when the waverunner suddenly was stuck in forward and failed to shift. I paid the dealer $2141.01 to fix diagnose and fix the problem. Which they said "just happens". I said for that kind of money I sure hope it doesn't "just happen" again. That was August 8th, 2023. We barely used the waverunner the rest of the summer. Well, I just rammed the pontoon boat and dock again because the same problem is now back. Good thing a kid wasn't between the waverunner and the dock or they could have been KILLED! Does Yamaha understand how dangerous this is???? They must be recklessly and grossly negligent not to recall all of these. And now I am left with an expensive vehicle, an expensive repair that lasted almost no time. And what am I to do? How to resolve this? At a minimum, they need to coordinate with dealer to fix. Preferably, they buy it back.

  Business response

  05/03/2024

  We appreciate you bringing our attention to the concerns you have regarding your 2016 VX Deluxe WaveRunner. It is unfortunate that you experienced a failure with one of our products. Our product is backed by a three-year factory warranty to ensure consumers are protected against manufacturing defects throughout this time, regardless of how many hours they have logged on it. After reviewing your communication with our customer service department on 6/19/2023, our representative informed you that your unit was out of factory warranty by seven years and the extended warranty by six years with an expiration date of 5/19/2018; Yamaha has an obligation to cover the parts and labor for any manufacturer defects during the unit's warranty period. However, once this time has surpassed, the owner of the unit is then financially response for all repair and maintenance costs. Unfortunately we will not be able to provide any assistance with this unit.

  Customer response

  05/07/2024

   
  Complaint: 21635227
  
  I am rejecting this response because:  products liability for manufacuring and selling dangerous producrs has nithing to do with factory warranty.  You should recall.the product and offer a safe reliable solution before someone dies or are serioualy injured due to your callous negligence, if they havent already.

  Further, it ought to be possible to fix the problem.  Your dealers has collected over $2000 to fix the problem and replaced the *** but I still have the problem.  Is the yamaha product so defective that yamaha techs along with the dealer cannot possibly diagnose and correct such a dangerous condition?  This seems to be the case, which you also did not address at all.

  I didnt say anything about warranty.  So why the irrelevant *** worthless reaponse?

  You completely and utterly failed to even partially address any part of this complaint.

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

  Business response

  05/13/2024

  Mr. Treat,

  Recalls are not initiated by Yamaha but rather the Coast Guards to which when one is in place, we cooperate by issuing an approved resolution which includes parts and labor through our authorized Yamaha dealership network. To date, there is no recall related to the failure you are concerned about. The replacement of the *** that was conducted in August 2023, was done so outside of the warranty period to which you were assessed a charge. If the dealer repaired failure and it has since failed again, we would refer you to the dealer who performed the work, which you contacted on 4/29/2024. The dealer did advise if the *** is the cause of the failure, it should be covered under warranty as this part would have a 1-year over-the-counter coverage.

  Please continue to work with Wonderland Marine regarding this matter as they have no troubles resolving this matter.

  Customer response

  05/17/2024

   
  Complaint: 21635227
  
  I am rejecting this response because:

  You have still not addressed the known dangerous condition that exists or the liability of Yamaha should people or property be damaged, or someone is seriously injured or killed due to the foreseeable consequence of a defective design.

  Also, your dealer now says that i need to pay $3000 more to fix the RIDE motor....which is what i told them HAD to be the problem in the first place.  They expect me to believe that a) the intermittantly working system for montha just "happened" to permanently kill the *** on the pqrticulqr occassion that I took it in for service and then also believe that b) the failing ecu was "wounding" the ride motor such that when i got it back the working yet mortally "wounded" motor then failed.  Thus the need for BOTH expensive repairs.

  What an amazing coincidence!  So where is my old ecu to verify the failure???  Nope, not available.  And what about all my wasted time when i tell you what is wrong and you still fail to find the problem circled with giant arrows pointing at it?

  So between yamaha and the dealer i have an extremely dangerous product that is now costing me an enormous amount of time and money for incompetent service, on an item that ia supposed to be of high value.  And even if "fixed" no garauntees there wont be recurrance, damage or injury, and of course asked to shell out more money.

  If a company wanted to burn all bridges with a customer for both the brand, their products, and their dealers, this is a job well done.  Couldn't be LESS satisfied.

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

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a 2021 AR210, twin TR1 engines and have had multiple issues with it. It has always been serviced by RockStar Powersports with a single exception when initially serviced by Cycle Springs, in ********** ***1st concern:I've been waiting over 14 months to get a new touchscreen and there seems to be no end in sight to that happening.2nd concern:Of greater importance, the boat had been in high and dry storage for about 4 months and in late Jan. 2024 I had it put on a rack to clean. Upon startup of the engines I heard a significant knocking sound and immediately cut that engine (Portside) down. On Jan 30, 2024 I took it to my local dealer RockStar Powersports (formerly ******** Yamaha) in ************, **. They said my Port side water pump had a gasket leak and then a few days later I call to check its repair status and they say that the bearings were damaged/went bad in it, then a few days later advised that the impeller shaft/blade got damaged and so on. They advised that there would be a delay in getting the parts to do the repair and, also said it likely wouldn't be covered by warranty. Upon confronting the dealer's Service Manager about warranty service he said they were trying to get it covered by Yamaha and that the service technician believed it should be covered. Then a week or 2 later they advised that Yamaha required pictures of the damages to evaluate it. About a week or two after that, the service manager said that Yamaha wants them to tear down the engine crank case and send in more info/pictures to determine if another factor may have caused the water pump/shaft/impeller damages to further determine if it's a warranty covered issue. So, its been nearly 10 weeks in the shop with no end in sight. On top of that, the worked performed to date is approximately $1,700.00 and if not covered by Yamaha, that's out of my pocket. Once they tear down the engine/crank case and if its decided by Yamaha that it's not covered I'm looking at about $10,000 in costs as per the service managers estimation to put it all back together with multiple new parts. This is not my first go round with delays in servicing my boat and in getting parts , re: the Connext touch screen/display that is still on backorder.I'm wondering if Yamaha is up to doing what they promise in the YES warranty, doing their job in a timely manner and keeping their commitment to owners by providing the service they imply when the dealers are selling the warranty or if they simply don't care enough. Update: Its now 4/2/24 and no repair in sight. Over 10 days ago corporate asked for pictures of the crankcase and other internal parts which the dealer sent to them on 3/22/24. As of today, they finally got a response back from corporate stating they want even more pictures because the initial ones were blurry, which is stunning that the dealership couldnt bother to check that the original pictures taken were not clear enough. NO OTHER INFO FROM CORPORATE! It took them nearly 2 weeks to simply look at the pics to come back with this ridiculous request. The dealers service manager advised me that his technician who has been doing the work on this engine tells him there is no internal damage other than the original identified problems with the water pump, damage to some bearings in the pump and the shaft/impeller have some damage and that they clearly see was not due to mis-use or abuse on anyones part. They have had the boat in the shop for over 10 weeks now, meanwhile Im still paying boat payments, ****** fees and insurance on the boat that I cant use.Really looking forward to Yamaha stepping up and doing the right thing.

  Business response

  04/26/2024

  We appreciate you taking the time to inform us of your concern regarding your 2021 AR210 sports boat. Please accept our sincere apologies for the issue you are experiencing with your boat as we understand how frustrating this could be. Our records show, one of our representatives has been communicating with you in resolving the mentioned concerns, with the latest communication being 4/23/2024. We will continue to provide you with updates on the resolution directly. Thank you for your patience and understanding.

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