Kawasaki Motors Corp USA

Thank you for forwarding the concerns from one of our valued Kawasaki customers. Kawasaki strives to provide exceptional products and to be the leader of customer satisfaction in the power sports industry. Kawasaki makes every possible effort to produce the highest quality products for its...

customers, but we understand failures may, and sometimes do occur. It is for this reason Kawasaki provides a limited warranty which covers defects in material or factory workmanship during the warranty period. The limited warranty for this Jet Ski started on July 3, 2006 and expired on July 3, 2007.
The customer mentioned he disassembled the engine himself, and then later brought it to an authorized Kawasaki dealership for inspection. After a discussion with the inspecting dealership and a thorough examination and evaluation of the photos and information provided by the Kawasaki dealership, it has been determined the damage to the piston skirt was not the result of a defect.
Although the one year limited warranty expired over 8 years ago on July 3, 2007, Kawasaki may have considered some form of goodwill if a defect in the piston was present. Unfortunately, since no defect was present in addition to the 8 years beyond the expiration date of the limited warranty, Kawasaki will not be able to provide financial assistance with repairs on this unit. We understand our response may not be favorable, but we sincerely thank you for allowing Kawasaki Motors Corp., U.S.A. the opportunity to provide a detailed explanation regarding your concern. Sincerely,Kawasaki Motors Corp., U.S.A. Consumer Services

I've added a copy of the warranty policy for review.  The customer is misunderstanding a statement in the policy related to making a claim against a breach of contract.  The wording for that statement is "One-Year Limitation on Initiating a Claim, In the event you elect to make a claim for breach of this Limited Warranty or an applicable implied warranty, you must initiate the claim within one-year after the date on which the breach occurs".  This is not referring to making a claim for repairs done through a non-authorized Kawasaki dealership.The warranty policy states clearly how warranty assistance is obtained in the section "Obtaining Warranty Service, To obtain warranty service, you must, at your own cost, deliver your Kawasaki Teryx Side x Side vehicle to an authorized Kawasaki service facility during normal business hours and, if requested, by present proof that your Kawasaki Teryx Side x Side vehicle has been serviced and maintained as recommended in the Periodic Maintenance Chart included in the Owner's Manual".We are open to reviewing the failure for warranty coverage if the customer brings the unit to an authorized Kawasaki dealership for repair.

Please contact . http://www.kawasakienginesusa.com/contact-usv

In response to the questions presented by [redacted]
1.      Replacement frames are sent without a stamped VIN. 
2.      We have already discussed the offer to replace the frame with Lightspeed Kawasaki, and they are prepared to do the work.
3.      There is no need to partially disassemble the top end of the engine in order to remove it from the frame.  Kawasaki authorized repair facilities are trained and equipped to handle a frame replacement, and may contact Kawasaki Technical Support for assistance if needed.
Notwithstanding the above, we still strongly encourage leaving the original frame in place. The surface rust, which is only on the interior of a portion of the frame, is merely cosmetic and will not pose any structural concerns with the unit.  The countermeasure plugs have proven to be a sufficient solution to these cosmetic concerns.
[redacted] is welcome to continue this discussion by contacting Kawasaki Customer Services[redacted] directly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

A Field Service Technician from Kawasaki has gone out and inspected the bike at the dealership.  The unit was found to be operating normally.  The customer should go pick up his motorcycle and enjoy it.

Dear Mr. [redacted], I apologize for the late response regarding [redacted]. The person you sent this to has been out of the office for over a month. We do not show any history of this battery issue in our logs. We were not contacted by the dealer, nor by Mr. [redacted], regarding this complaint. There was no...

mention of the dealer's name in the complaint, but I went ahead and guessed that it was the dealer who sold the bike to Mr. [redacted]. I called the dealer and spoke with the service manager [redacted], who consulted his technician. After going through their records, they found it dated 12/15/2015. As they recall, they offered to pay for the new battery, but unfortunately the customer lost the receipt, and did not return with a duplicate receipt. If the customer brings the bike back or contacts us, we'll be happy to continue to try and assist him.[redacted]Consumer AnalystKawasaki Motors Corporation, U.S.A

Same response as before.  Customer will need to contact the Kawasaki Small Engine Division to discuss this matter.

Review: I had my motorcycle worked on by [redacted] in Santa Clara CA, which is an hour away from my home. The reason for this is every single Kawasaki dealer & almost every none Kawi dealer closer than [redacted] has ripped me off or done various unprofessional acts that have inconvenienced me, because of this I'm on guard about repair shops. The job was done under warranty. Unfortunately after a week I started to exp. the same problems I had before the the parts were exchanged in the bike. I informed Kawi of this in a service review call. shortly afterwards [redacted] from [redacted] called me asking me to drop off my bike indefinitely until they could get new parts for it since "their clean up job didn't work". I was confused after hanging up with them. I called Kawasaki on 12/17/13 hoping they would help me figure out if I could trust [redacted] in the future. Rep. [redacted] was opposed to the idea of a three way call, in which I wanted certain question asked so I would know the truth. Rep. [redacted] replied with not only am I not able to that, but I won't do that". I asked to speak to a supervisor. [redacted] said something to the affect of I won't transfer you to escalate the situation. This is how far as this goes. I told her my trust in Kawi was diminishing & I would be writing the Revdex.com. I ended the call. Within in 24 hours I called back to speak with a supervisor. I left a message. From that day to The 2nd of Jan. supervisor [redacted] did leave a message for me since I was working & missed his call. ON the 2nd of Jan. I left a message for him telling him I was still looking forward to his call back & speaking with him.On 1/7/13 I called Kawi & spoke with Rep. [redacted]. I asked [redacted] if he would give Mr. [redacted] a message for me stating I was just going to write the Revdex.com. 15 min. later Mr. [redacted] called me back(SHOCKING) I let it go to voice mail. I didn't like that He said sorry for us not getting back to each other instead of stepping forth about his unprofessional amount of [redacted]e he took to get back to me in his first two attempts to reach me.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like a manager or regional manager to get back to me on this matter. I believe they are the only ones who can regain my trust in the Kawasaki Co. and possibly keep me as a lifetime customer.

Business

Response:

Thank you for sharing the complaint from Mr. [redacted].

Mr. [redacted] took his Kawasaki motorcycle to [redacted] Kawasaki for a concern over the faulty operation of the starter switch and housing. They initially thought the electrical contacts needed to be cleaned, but after a cleaning attempt they determined that a replacement switch was needed. The part was replaced and the unit provided back to the customer. Unfortunately, the customer states that the problem has persisted and contacted Kawasaki for assistance. Our staff had discussed the matter with Mr. [redacted] and reached out to the dealership for more details. As far as we know the unit was never brought back in to a dealership for further diagnosis.

We would be happy to assist Mr. [redacted] in his concerns with his motorcycle. We recommend that he goes to www.Kawasaki.com and utilize the dealership locator function to find a dealer that will be able to meet his needs. We then recommend that he bring the unit in to the dealership for evaluation and to determine what action is needed to correc the concerns. Kawasaki will work with the local dealer to make an effective repair.

We apologize for the inconvenience that he has encountered with the previous dealership experience. Mr. [redacted] has a high level of expectation that Kawasaki and it's dealerships seem to be unable to meet, I apologize for the inconvenience that he has had with his previous dealership experiences.

Mr. [redacted] is welcome to contact me directly at ###-###-####, which he already has been provided if he desires to discuss the matter again.

Review: This refers to my 1 1/2 month old VN1700 classic new brand motorcycle. It spewing oil in 3 colors.

Sent on 10.27.13 -

This refers to my 2 1/2 week old new brand VN1700 classic. Recently, it is spewing oil all over where I park,

I spoke to Kawasaki executive and he asked me take it to dealer. They GUESSED and drained a quarter of oil and said it should be ok but now it is throwing like as if there is a leak down below. I have take photos and videos. This is serious and I need this to get addressed, this is no less then harassment. The ref number is [redacted]. I will email them if there is any mail ID.

Thanks,

I have been visiting the dealer and everytime they say "it is serious" but do not find any leakage. They did not find any leakage in my second visit but changed the coolant pipe because they could not control it. Kawasaki HO says the best they can do is - talk to dealer. I at one point asked them if they should take their bike back because of these issues?

Again, I will have to visit dealer as I am still seeing oil coming out. I have taken videos and photos.

Please help.Desired Settlement: They (Kawasaki) should replace their motorcycle or they should come back with some compensation for the inconvenience caused by new brand motorcycle. I can not drive a motorcycle if it is spewing oil all over. Moreover, it is new brand, never used.

I understand that it is covered ion warranty but why at this stage with in first month. What will happen ion months to come, will I be shuttling between dealer and home?

I am open to further conversation and in touch with Kawasaki for some better o

Business

Response:

We thank you for forwarding the concerns from one of our valued customers. Kawasaki strives to provide exceptional products and to be leader of customer satisfaction in the power sports industry.

Kawasaki Motors Corp., U.S.A. has not received any type of notice or indication that a leak exists on this motorcycle since the customer's motorcycle was repaired and picked up from the repairing dealership on 12/21 or 12/22/13. On 1/10/14 Kawasaki Motors Corp., U.S.A. contacted the dealership which performed the repair to inquire if there have been any visits, or contacts from the customer in regards to his previous concern of a leak. We have been informed there has been no further contact from the customer since the repair was completed and the motorcycle was picked up by the customer. We were also informed that at the time the customer picked up his motorcycle, it was test driven by the customer at the dealership to verify it was operating as designed. The customer returned to the dealership within a few minutes to express concern about an engine noise and vibration. The technician test drove the motorcycle and was able to find the vibration noise coming from the customer's keychain ring. During the test drive, the technician stopped to remove the keychain ring. After returning to the dealership, the technician requested for the customer to once again test drive the unit to see if the noise was still present. The customer returned to the dealership after the test drive and mentioned the noise was no longer present and asked what was done to correct the “engine noise”? The technician informed the customer the noise was being generated by his keychain ring. There were no leaks mentioned, nor any other concerns regarding leaks at the time.

Based on this information, there is no information available to support the claim of a leak at this time. Should there be any type of leak on the motorcycle that we have not been made aware of, we suggest for the customer to contact the dealership and arrange for an inspection.

In regards to the customer requested settlement, Kawasaki makes every possible effort to produce the highest quality products for its customers, but we understand failures may, and sometimes do occur. It is for this reason Kawasaki provides a limited warranty which covers defects in material or factory workmanship during the warranty period. The limited warranty excludes vehicle replacement or compensation, however, as a goodwill gesture to our valued customer, we would like to offer a $50.00 gift card as a token of goodwill for his inconvenience.

Sincerely,

Kawasaki Motors Corp., U.S.A Consumer Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[First of all I thank Revdex.com that at least Kawasaki returned the call otherwise they do not care about customers. I am surprised that they purposefully did not mention the earlier details that resulted in multiple dealer visits on a new brand bike. They did not mention that the bike was spewing 3 different liquids (radish brown, green and yellow) they should have spoken to the technicians. I was told that there was a coolant leak so profound that they have to replace the coolant hose (with in 1 month of purchase that too in winter season?), there was engine oil leak (with in 1 month of purchase) and then there is constant leak of this radish brown liquid, (it still does). I would request Revdex.com to look at the videos that I made and the photos that took during the time when bike was hardly 500 miles. I was not supposed to look for the oil leaks since the bike was purchased from Kawasaki dealer and was first hand new. But when the oil puddle started to come up as huge, I started noticing.

Review: Wrote them a letter about dealer over charging me no response they dont care. Now new bike broken down at dealership a week part should of been shipped overnight or 2 day at least . Cost me money for tow. Its a brand new bike.Desired Settlement: Anything care about the customer after the sale.

Business

Response:

We apologize to Mr. [redacted] for the trouble that he is reporting. Unfortunately, we have no record of ever being contacted by him as described and no records of any dealership visits. Please ask him to contact me directly for assistance with his situation.

or

###-###-#### x[redacted]

###-###-#### fax

Review: Known manufactures defect that Kawasaki refuses to fix.

We have a 2006 Kawasaki STX 12F Jetski with about 100 hours on it. We experienced a problem where the piston skirt broke. We contacted Kawasaki about this and was advised to take it to a licensed dealership to be evaluated. The licensed Kawasaki repair man stated that this was a manufactures defect with the casting of the piston. He contacted Kawasaki on our behalf to request the repairs be paid for due to the defect. Kawasaki refused to fix it due to the age of the jetski but did admit that this was a defect that they were not advertising or recalling.Desired Settlement: We would like Kawasaki to fix the issue that they know is their fault. The age of the jetski should not matter if the parts they are using is faulty to begin with.

Business

Response:

Thank you for forwarding the concerns from one of our valued Kawasaki customers. Kawasaki strives to provide exceptional products and to be the leader of customer satisfaction in the power sports industry. Kawasaki makes every possible effort to produce the highest quality products for its customers, but we understand failures may, and sometimes do occur. It is for this reason Kawasaki provides a limited warranty which covers defects in material or factory workmanship during the warranty period. The limited warranty for this Jet Ski started on July 3, 2006 and expired on July 3, 2007.

The customer mentioned he disassembled the engine himself, and then later brought it to an authorized Kawasaki dealership for inspection. After a discussion with the inspecting dealership and a thorough examination and evaluation of the photos and information provided by the Kawasaki dealership, it has been determined the damage to the piston skirt was not the result of a defect.

Although the one year limited warranty expired over 8 years ago on July 3, 2007, Kawasaki may have considered some form of goodwill if a defect in the piston was present. Unfortunately, since no defect was present in addition to the 8 years beyond the expiration date of the limited warranty, Kawasaki will not be able to provide financial assistance with repairs on this unit. We understand our response may not be favorable, but we sincerely thank you for allowing Kawasaki Motors Corp., U.S.A. the opportunity to provide a detailed explanation regarding your concern. Sincerely,Kawasaki Motors Corp., U.S.A. Consumer Services

Review: On March 1st, 2013 I purchased a new 2013 Kawasaki Ninja 650 motorcycle from [redacted] Motorsports in Mishawaka, Indiana. This vehicle came with a 1 year warranty issued by Kawasaki Motor Corporation. Around the end of July I noticed the front tire that came with the bike had developed dry-rot inside the tread channels throughout the entire front tire. The back tire from the same manufacturer, Dunlop, showed no dry-rot whatsoever. The front tire is Dunlops Roadsmart Sportsmax 2 120/70ZR-17. I showed it to the Tim [redacted] of [redacted] Motorsports and he filed a claim with Kawasaki on my behalf and on August 14th, 2013 Kawasaki put on a new Dunlop Roadsmart Sportsmax 2 120/70ZR-17. That is the same exact tire that came with the vehicle. In mid-November I spoke to a representative of Kawasaki by telephone and advised him that it appeared the new tire was exhibiting the same problem. On January 13th, 2014 I again showed Mr. [redacted] the dry-rot that was afflicting all of the tread channels. He filed a claim on my behalf, including high resolution photographs, with Kawasaki for a front motorcycle tire of the same size and rating from a manufacturer other than Dunlop. Despite me and my passengers having been subjected to extremely dangerous riding conditions for the entire time Ive owned the bike, despite having had the inconvenience of having the exact same issue happen two separate times in a row and despite that machine being still under warranty they have failed to replace the defective tire. Others have reported the same issue with that tire. I have copies of webpages where multiple people with the same motorcycle complain via a Kawasaki motorcycle forum about the exact same defect with that same front tire.Desired Settlement: I would be satisfied with a front tire of the same size and rating but of a different manufacturer other than Dunlop installed by [redacted] Motorsports. Kawasaki is welcome to pick a manufacturer.

Business

Response:

The tire cracking that has been reported seems to be an issue related to the manufaturing process of the tire and/or the local weather conditions to the customer. We have not had any similar reports with other customers of this same model. Both front tires that were on Mr. [redacted]'s motorcycle were manufactured in 2011.

We have contacted Mr. [redacted] to discuss his concerns and settle his dispute. Our intentions where to offer a tire from our stock with a more recent date code, however, upon contact to Mr. [redacted] he indicated that the tire manufacturer, Dunlop, had offered to send a tire to the servicing dealership as a courtesy. As a goodwill guesture we had offered to cover the labor costs assosiated with installing the new tire on Mr. [redacted]'s motorcycle. A gift card in the amount of $50 has also been dispatched to Mr. [redacted] as a token of goodwill from Kawasaki Motors Corp., U.S.A.

We ask that Mr. [redacted] inform us of any other concerns that he may have with the new tire as well as anything else he may experience with his Kawasaki Ninja 650R.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: UTV was purchased 4/7/15. Took to have first service on 6/16/15 with 25.9 hours on UTV. Dealer found issue with machine not holding back. Issue was resolved per Kawasaki's instructions. Picked UTV up on 7/3/15 from dealer. Brought home, put in garage. On 7/4/15 took UTV out. UTV caught fire with 27 hours. My arms and fingers were burnt trying to put out the fire. Contacted Kawasaki Customer Service and spoke with [redacted] at [redacted] on 7/6/15 which referred me to dealer. UTV taken to dealer on 7/8/15. I asked for a replacement UTV due to the fact that it is a new UTV. Dealer contacted me stating that Kawasaki would replaced parts and me pay for labor. [redacted] at customer service left me a message on answering machine stating they would replace parts and pay for labor, which is different than what they told dealer. The UTV is still under warranty which is for 3 years and parts and labor is covered. So they are wanting to fix the UTV as warranty. I explained to the dealer and [redacted] that I wanted a new UTV. This UTV is 3 months old and has been in the shop for 2 issues now since 6/16/15. I am paying for something that I can't even ride and don't have. As of 7/23/15 I still have not heard anything else from Kawasaki. I hope you can help me with this matter. Thank you for your time.Desired Settlement: All I want is my UTV replaced and any difference in transferring a new UTV paid by Kawasaki.

Business

Response:

Kawasaki has offered to cover the repairs as a goodwill gesture.

Review: I purchased a ATV KVF650 in good faith from Kawasaki in Point Marion, Pa in 2003. The ATV belt started making a noise immediately and returned to the dealership for assistance. The made some adjustments and told me to drive it a while and it should stop. Seemed reasonable at the time. It did not however, stop. After a while of listening to the belt squeak, I went back to dealership in Point Marion, Pa only to find they had shut down. I then found a dealership in Morgantown, WV to get my ATV into service department. They replaced the belt and said I should now be fine. Well, it was not fine it still squeaked and I returned to the Morgantown dealership. They again, drive it a while and it should stop.I did this and it did not stop. There again, this dealership also went out of business....Seems like a real problem with Kawasaki ?? Then I went to Leesons Import Motors in Bridgeport, WV in 2011. They heard my belt and replaced it for the second time. When I picked it up it stilled sqeaked. There again, they told me to drive it awhile and it would stop. Do you see a pattern here. It did not stop. I then took it back to Leesons Import in Bridgeport in 2013. They said I need a new belt, I told them this is the 3rd belt and if I would authorize them to replace were they sure it would fix the problem, they assured me yes. It didn't and when I got it home the belt still sqeaked. I know something is not right with the ATV and has been right from the start. I then returned to Leeson's Import in Bridgeport and they now tell me it needs new pulleys installed for $1000.00. I called Kawasaki Headquarters & and they say because it out of warranty they couldn't do anything to help. I explained our situation with the 3 dealerships and about our trouble right from the start & they continued to say.....nothing they can do. I feel as the consumer, I have been given the run around & have slipped through the cracks of no one caring. I have asked Kawasaki to pay 50% of $1000. They refused.Desired Settlement: I have asked Kawasaki for a 50% refund of the $1000. to fixed the ATV which would be $500. I do not feel this is unreasonable at all for what we have been through. We have already invested over 800.00 alone on this one issue. Thank you.

Business

Response:

December 23, 2013

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123

RE: Case ID [redacted]

To whom it may concern:

This is in response to the above referenced consumer complaint. We thank you for forwarding the concerns that were submitted by one of our valued customers. Kawasaki strives to provide exceptional products and to make every effort to satisfy our customers. Comments such as this are very helpful to us.

The customer made comments indicating a history of this noise complaint but we have been provided no documentation in regards to that. In response to Mr. [redacted]’s concerns we have contacted the servicing dealership again for additional information on the matter. The dealership confirms that the current issue is related to abnormal parts wear caused by the operator leaving the unit in gear for extended periods of time while the unit is idling. We strongly encourage the customer to change this behavior for optimal performance. The unit should be put into neutral while idling. We also would like to express that in no way are the clutch systems on these units free from all noises, there will always be some type of mechanical noise present in the clutch system.

In an effort to promote goodwill and customer satisfaction we have extended an offer through the servicing dealer to fulfill the request of the customer and pay for 50% of the costs to repair the unit. We hope that this offer of goodwill will result in a positive response from the customer. Thank you again for your cooperation in this matter.

Sincerely,

[redacted] "[redacted]" [redacted] Kawasaki Motors Corp., U.S.A Consumer Services Supervisor Consumer Services

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On 11/8/2014 I purchased a [redacted] advertised as new. Upon further inspection on same day became aware of damage to the motorcycle that was not disclosed to me at purchase. I contacted the dealer, [redacted], where the owner admitted that damage could have occured but only offered to sell additional parts to me instead of honoring what was advertised. I've contacted Kawasaki customer service with no return communication. I contacted the District Manager as well with no response.Desired Settlement: Day of complaint they had an additional motorcycle with same options which I would be willing to accept only once verified condition of "NEW". Otherwise a complete refund for sale of damaged product.

Business

Response:

We've discussed the matter with [redacted]. According to the dealer they felt that the damage was not present at the time of delivery to the customer. The customer says nothing occured to it while in his short possession. As a goodwill gesture to the customer, even though this is clearly a situation where the unit had fallen over some point after the dealership received the unit, we have offered to provide replacement parts directly to the customer for most of the items that had shown damage. It was considered ultimately the responsibility of the purchaser of this unit to inspect the bike prior to completion of the transaction. Based upon that, the purchaser would be responsible for all damages to the unit. However, in the interest of customer satisfaction, Kawsaki chose to provide considerable assistance on the customers behalf.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Kawasaki refusing to honor warranty on nearly-new engine Our church purchased a Husqvarna YT48XLS riding mower from a local dealer a little over a year ago. It has the 24-hp Kawasaki FR730V engine. We put about 50 hours on it last year and the beginning of this year. A couple of weeks ago my wife came in the house and said that the mower wouldn't start. That puzzled me, so I hopped on and turned the key. There was a very loud BANG, and we discovered that we'd blown a cylinder. "That's a bummer," I thought. "Good thing there's a 36-month warranty on the Kawasaki engine." Our dealer tore the engine down and discovered a number of factors that he thought might have caused the failure. After sending in the photos and documentation to Kawasaki, however, Kawasaki decided that these factors were resultant to the failure, rather than causal to the failure. How they determined that I do not know. A appealed personally to the warranty dept. in Michigan. They reviewed the case, but came up with the same conclusion -- that it was a maintenance issue (our fault), and they would not honor the warranty. As far as maintenance goes, we did check the oil occasionally, but the manual says you have to check it every time you use the mower. So now, we apparently will have to pay over $2000 out of pocket for new engine on a one-year-old mower. I notice other Husqvarna owners on the internet complaining of sudden and unexplained drop in oil levels, and I notice that Husqvarna has stopped using the Kawasaki engines in this year's model. But no one will tell me any more than that. My main question is: how can an engine with only 50 hours on it fail at all, even if you NEVER checked the oil? This is a high-end, heavy-duty piece of equipment, not some cheap Walmart mower. I'm amazed that the company will not honor their warranty on an engine that failed so quickly.Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)I want Kawasaki to honor its 36-month warranty on the engine. It should provide a replacement engine and cover the cost to install it.

Business

Response:

Same response as before. Customer will need to contact the Kawasaki Small Engine Division to discuss this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

As stated previously I HAVE ALREADY taken this matter up with Kawasaki USA, and they refuse to honor their engine warranty, even though circumstances clearly indicate a flaw in the engine (engine failed after only 50 hours of operation). Given Kawasaki's unwillingness to stand by their engine, it seems logical that [redacted] should stand by its mower and pay for my repairs (I have now had the engine replaced at an out-of-pocket cost of $1840). If the company doesn't agree with this, why not simply say, "We do not stand behind our mowers"?

Regards,

Business

Response:

Please contact . http://www.kawasakienginesusa.com/contact-usv

Review: Hello my name is [redacted]. I purchased a new Kawasaki KLR650 from a Dealership called [redacted] here in the Atlanta, Georgia area on 2/22/2014. I was persuaded into purchasing a Kawasaki Extended Protection Plan for my motorcycle at a cost of $1789. After consideration I decided that I didnt want the protection plan. I contacted the dealer by phone to request cancellation of the plan on 2/27/2014. I spoke with [redacted] in the finance department and he said that there would be a $500 cancellation fee to cancel the protection plan. The Kawasaki protection plan agreement states that I can cancel the warranty with a full refund within the first 60 days if I havent used the protection plan. The Dealer seems to be trying to prevent me cancelling the protection plan. Please help me with my dilemma. I would hope that you wouldnt want a dealership harming the great name of Kawasaki Motorcycles by not honoring your agreement. I have also opened a complaint with the Dealership as well.Dealership Information[redacted]I have also mailed letters with the description, bill of sale and warranty enclosed to: 1.Mr. [redacted] President and Mr. [redacted]Attn: Consumer Services Kawasaki Motors Corp., U.S.A.a.[redacted]Attn: General Counsel Kawasaki Motors Corp, U.S.A.a.[redacted].Kawasaki Motors Corp USA, Public Relationsa.[redacted]Desired Settlement: full refund of the warranty.

Business

Response:

In response to Mr. [redacted]'s complaint a contact was made to [redacted]. The dealership has agreed to provide a full refund of the amount paid per the customer's request. Mr. [redacted] has gone to the dealership to sign the cancellation request forms and initiate the refund process. I have asked Mr. [redacted] to follow up with me directly if a refund is not provided in a timely manner. It can be expected to take a few weeks to process a refund and be funded appropriately. At least $500 of the retail cost of the [redacted] was attributed to a "money back" offer that the dealer included in the sale. This plan was sold through the "[redacted]", the refund of which will be applied seperately from the [redacted] plan refund. Mr. [redacted] stated that he is satisfied so far with the outcome pending completion of the refund.