ComplaintsforKuat Innovations LLC

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 27, ******************************************************************* 2.0 rack. At some point the front wheel became dislodged from the ratchet arm and my bike fell to the ground. There is a rear strap that attaches around the rear wheel to prevent it from falling. As a result, my bike was destroyed. I was nearly in tears as this is most expensive bike I have ever purchased. On July 29, 2024 I contacted **** and shared my story to ***************************. ****************** was attentive and helpful. She asked me numerous questions and asked that I send pictures of the rack and my bike on the rack. Additionally, she sent me a claim form to fill-out. She asked me what type of hitch adapter I use. I told her and she said that I should have used a Kuat adapter. She then preceded by telling me that they would still honor the warranty and help me replace the bike. ****************** sent me their adapter but didnt include the required locking mechanism. ****************** said that she would send me a new ratchet arm that I have yet to receive. She told me to tighten the ratchet arm s**** until the arm arrives. I did as instructed but the arm still does not work properly. As of today, it is nearly one month since I have filed my claim. I have heard nothing regarding my claim nor have a received a new ratchet arm. I called this morning and was transferred to a supervisor. I was on hold for a couple of minutes and then sent to voice mail. I left my name and phone number. I have not used the rack in fear of another situation with a bike. Im disappointed that my rack failed and my bike was destroyed but Im more disappointed that there has been little communication between myself and Kuat. I just want a replacement bike, a new ratchet arm, and some communication.

  Business response

  09/03/2024

  Hello,

  Truly apologize for the miscommunication and misunderstanding.  *********** team was under the impression your ratchet arm was working properly.  We are expediting a full replacement tray today and you should have in your possession tomorrow.  Our communication line with you is open, please feel free to email ****** or ******************************* with any concerns on this case. 

  Customer response

  09/10/2024

  Better Business Bureau:
  
  Kurt has agreed to repair my bike to the condition that it was before falling off the rack. Additionally, they stated that would replace a tray on my rack. In the event that everything they promised is true I will be satisfied. . 
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My kuat hi low extension snapped and resulted in my kuat piston pro x rack falling and my bike being completely ruined. It appears the weld snapped on the extension. Previously there were issues with the rack itself that kuat did assist with. When I contacted kuat on July 19, 2024 *** sent me a report to fill out. It was promptly filled out and sent back. More information was provided as kuat asked. The incident was escalated to the service manager ******. The report mentioned claims take up to 3 days to process. It has now been 6 business days and we have gotten nowhere. Every time Im told Ill get a call back I never do. Kuat did tell me I would be reimbursed for the bike and rack but nothing has happened. Kuat became less responsive and I feel as if I am being left in the dark. I heard from them this last Friday but a resolution keeps getting pushed back. I was told this last Thursday (July 25) we would have an answer on the bike by end of day. I never heard back. On Friday I was told I would hear back by the end of day. Towards the end of the day I got a email stating that they are waiting for a call back. I tried to call to see what is going on but got no answer. The bike with parts was over $15,399. I told kuat its ok to not reimburse for labor as it was assembled myself. Labor alone would be very costly as it is nearly a full bike build. Originally ordering the bike/parts took a very long time. I am beginning to spend a lot of time on this issue. It takes a very long time just to reorder parts, shipping time, and installation (even when doing self it is time consuming). Just sorting all receipts and gathering everything took hours alone. The parts were a large portion of the cost which were all put on at purchase by myself. I would like to be in contact with somebody who can decide what the outcome of this will be. It would be in both of our best interests to resolve this without it being escalated.

  Business response

  07/29/2024

  I spoke with our customer service manager ******************************* regarding this case.  ****** indicated that she has been in regular communication with the customer and reiterated than any future communication will be responded to within a single business day.  Of course we are going to make the customer whole and finding the perfect replacement for his high end bike does take some time.  We want to resolve this for our customer as quickly as possible.  Sorry for any delays.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase at Kuat on 10/21/2023. My Order Number is ********. Kuat sent me the wrong item(see case details in the supporting document) and I requested a return and refund for the total payment. The return was approved by Kuat(Return# ********, 10/27/2023). However, I never received the return label. I called the customer several times and emailed them several times. They keep saying they will get me the return label. I've confirmed with them the return label was never received. Since 11/12/2023, Kuat closed my case and never replied to my inquiries. I am requesting the full amount I paid for this order.

  Customer response

  12/11/2023

  I have an order placed on 10/27/2023, order #********. However, the item I received couldn't fit in any 1.25'' trailer hitch in the market. I requested a return and Kuat approved the return with the reason "Item was defective" on 11/12/2023(********). Since then I never received the return label. I am filing the complaint with BBB since I have another order with the wrong item shipped and am stuck in the same loop. Kuat couldn't provide me with a return label for more than a month. They even stopped replying to my inquiries about the return label. I would like a full refund for this order. This case was also closed by Kuat without any return label sent.

  Business response

  12/13/2023

  I believe I already responded to this complaint.  I think there might be a duplicate complaint in your system.  Can you please confirm?  Also, the customer has been fully satisfied with both parts and full refund.  Customer also confirmed he received all return labels.

   

  Thank you,

  Customer response

  12/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  In the file you sent to me, I don't see a full refund (item + shipping + tax). I've talked with your customer service before you sent me the return label, and he said the shipping cost would also be refunded since you sent the wrong item in ******** and a defective item in ********. 
  So the total refund for ******** should be $136.03 and the total refund for ******** should be $180.69.

  I only received $117.98 and $120.04 as the refund.
  
  Sincerely,
  
  ****** **

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I own/purchased a Kuat NV bike rack with a lifetime warranty. The ********* on the rack is broken. I reached out to customer service, and while they "honor" the warranty, they say that their manufacturing is focused on making new racks-parts for the newer models. So, to fix my rack, I will have to wait months

  Business response

  09/19/2023

  Hello

  I apologize for the misinformation received.  This item is expected to be back in stock in the next 14 days.  We will reach back out to the customer and let them know.  

  Customer response

  09/20/2023

  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

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bike rack in October 2021 and the rack chosen was fatbike compatible, accepting wheel/tire sizes of 27.5x4.5. Recently, I noticed the bike rack is contacting my bike and has caused damage to the bike as well as the rack itself. The damage to the bike is not repairable. The rack is not wide enough to accept a fatbike despite the claim that it does. The ladder arm and hook are also not tall enough to clear the tire and requires the bike to be leaned toward the vehicle in order for the arm to be put in place to clear the tire. This is poor design and shows the developers did not use reference bikes to base the design on.

  Business response

  01/19/2023

  We are actively working with the customer to repair or replace his damaged parts.  I believe we are on track for a positive solution. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a premium bike rack, Kuat NV 2, from an authorized dealer. Kuat offers a lifetime warranty on their racks. The rack has been nothing but trouble due to the cheap construction and design. Kuat support is always a lot of back and forth, as they blame the customer, when when many kuat rack owners experience the same problem. Even when my kuat NV 2 completely failed, its impossible to get an answer from the company. I do feel like the kuat support is an interrogation with so many unnecessary hurdles. Some of the replies I get make me wonder if its because I am a women and they think I do not know how to use hitch accessories. Pretty unprofessional and terrible product

  Business response

  11/23/2022

  Our records indicate the customer has been satisfied and our warranty covered the customer.  Our last interaction with the customer was her thanking ** taking care of her and that she received the parts she requested etc.  

  Customer response

  11/23/2022

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

*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. ↩