Complaints

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a set of prebuilt struts from Rockauto, after installation they make a horrible noise as if the strut mount is bad causing a causing the springs to bind. *** told me twice they were installed wrong, followed their instructions and the noise is still there. I was told rockauto is not an authorized dealer so *** wont honor a warranty on faulty parts.

  Business response

  06/26/2024

  KYB's warranty (see attached) states that all such claims are to be handled through the consumer's place of purchase and the warranty will be valid for parts purchased through our authorized re-sellers.  If the parts are purchased through non-authorized re-sellers, our warranty is not valid and therefore subject to the policies of the place of purchase. Rockauto is not an authorized KYB re-seller so the consumer needs to contact them for any warranty claims.  One of our **************** associates provided information from our Technical Team to the consumer with suggestions to check for possible installation errors to alleviate the issue he was having but we do not know if he used those suggestions.

  Regards,

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

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this review based on a negative experience I had with KYB Americas Corp. I purchased several sets of their Gas-a-******** Shocks in May 2023 through Amazon and one of them (KG4513) was defective and leaking fluid. I reached out to their Customer Support Representative (***************************) and was asked to provide proof-of-purchase. I provided several receipts from Amazon Canada and after numerous email follow-*** I was told the following:"Amazon is an authorized retailers, Amazon Canada is not. I can see where you did purchase from Amazon Canada and not a third party on Amazon; however Amazon Canada is not an authorized retailer. It does state in warranty which I have highlighted below. You may want to try calling Amazon and letting them know about Amazon CA and see if they can help".They offer a LIFETIME WARRANTY with loopholes to VOID the Warranty and NOT replace the Defective Products they sell. Amazon is Amazon whether it's Canada or ***......it's the same company. Obviously they DO NOT stand behind their products and found a way to avoid a refund or replace their defective products. BUYER BEWARE of this company selling these products. Here is the reply I received from KYB Americas Corp:Amazon is an authorized retailers, Amazon Canada is not. I can see where you did purchase from Amazon Canada and not a third party on Amazon; however Amazon Cananda is not an authorized retailer. It does state in warranty which I have highlighted below. You may want to try calling Amazon and letting them know about Amazon CA and see if they can help. I apologize,*************************** Customer Support Representative ******************** This is total nonsense and they should be ashamed of themselves treating Canadian Customers differently than US customers. I will NEVER buy their products again. Thank you,********************* email: ********************** **************

  Business response

  06/26/2024

  The consumer purchased *** products from a third-party seller through Amazon Canada.  Our Customer Support Representative contacted Amazon to see if they could assist the consumer with their claim and their response was, since he purchased the part from a third-party seller, they would not accept the warranty claim.  I have attached a copy of the *** Warranty which states the warranty is valid for products purchased from our authorized re-sellers and does not apply to purchases made from an un-authorized reseller.  I have also attached a copy of the consumer's receipt showing that he purchased the part in question from Piece of ******** and a copy of the response from Amazon denying the claim.

  Regards,

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

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have attached another invoice copy from Amazon showing that specific item was also purchased directly from Amazon and not a third party:

   Items Ordered Price

  2 of: KYB KG4513 Gas-a-******** Shock
  Sold by: Amazon.com.ca, Inc.
  Manufacturer: KYB, **************** US
  Condition: New
  CDN$ 54.08

  It states very clearly who the seller is: Amazon.com.ca, Inc.

  That being said the warranty should be valid if I purchased it from Amazon. Your company is now splitting hairs here and it is a matter of principle & customer loyalty. The one shock is defective and I can't believe you don't stand behind your products. I have spent topo much timing dealing with this matter and if you will not refund or credit me than our business relationship is over and will never buy your products again.

  
  Have a nice Day!
  
  *********************

  
  

  Business response

  07/16/2024

  Hello,

  We have submitted the new receipt submitted by the consumer to Amazon and are waiting for their reply regarding a refund.

  ***

  Customer response

  07/28/2024

  Hello, I received a reply from KYB Americas and they basically told me they were not able to help me with the replacement of the shock I purchased from Amazon Canada. I'm not impressed with this company whatsoever as they do not stand behind the products they sell. I repeatedly told them that Amazon Canada & Amazon US are the same company but it was like talking to deaf ears.

  I don't think I will ever buy their products again and will make sure my family & friends stay away from this organization.

  Thanks,

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

• Initial Complaint

  12/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted kyb customer service via email in April to make a warranty claim on two defective struts part #******. The struts were brand new never used and the seals had leaked out the gas they are charged with. After multiple emails back and forth do to them not wanting to cover the warranty because they wanted me to contact the original place of purchase to do the claim, but The original place of purchase was out of business and no longer existed after a couple of months of frustrating emails in June they finally agreed to send replacements. Upon receiving the struts #****** before opening the package I noticed that there was two holes punctured trough the box. Once I opened package I seen that the struts were poorly packaged with no packing foam, paper or anything which caused the struts to puncture the box and damage the top of the struts. Both struts had the tops of them broken off and were unusable. I emailed pictures of everything to customer service and explained everything. They said they were sending replacements. On June 19 I received a very small package from Kyb with the contents of two small selector k**** they had sent as replacements parts that are useless to me because the struts are whats broken. They clearly did not listen or pay attention to my issue.After more frustrating emails back and forth that went on for more several weeks they agreed to send a shipping label to send the struts back but wanted me to purchase a huge expensive box and lose more time from a very busy work schedule that I had already used up my vacation days taking time off to get this situation straightened out. I asked if they could send replacements and I would use that box to return damages ones. From that point on contact stopped and never got a reply. Now its December and I still havent received replacements,shipping label or contact. I took it upon myself to contact them last week via phone to see what was going on spoke was told they would send email and never did.

  Business response

  01/08/2024

  Hello,

  One of our Customer Support team members will be contacting **************** to let him know that we will be sending him boxes and new prepaid labels to return the two ****** units for inspection.  Once the units have been inspected, a final resolution to this situation will be determined.

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

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a set of replacement shocks for my vehicle through RockAuto.com. During the purchase process I noticed the *** sets offered a $50 rebate for my vehicle, screen shots enclosed. Once I purchased the equipment, I began the rebate form fulfillment process. Once completed, the form advised me that I did not qualify for the rebate. It seems that my vehicle is not equipped with the EXACT items they are requesting be purchased. I reached out to the company and they were the ones that confirmed that I did not meet the exact requirements to meet the rebate. Normally that would be ok, but if my vehicle does not meet the requirements necessary for the rebate, why offer the rebate on the specific parts for my vehicle, (also in the screenshot), this is misleading and a deceptive practive. In addition after being told that I did not qualify, I was given an alternate address for appeal, which I reached out and they never replied.I am requesting now a full refund on the *** products I purchased for my vehicle.

  Business response

  10/03/2023

  Hello,

  As shown on one of the consumer's attachments, two of the required purchases were for two struts and two strut mounts or four shocks.  The consumer purchased two struts (****** and ******) and two shocks (******) so his purchase did not qualify for the rebate.  This was explained to the consumer in our attached email response to him.  If he would like to purchase two strut mounts he would meet the requirements and can then resubmit his rebate request.

  Regards,

  ***

  Customer response

  10/24/2023

  Hello, this complaint has not been resolved.  They have reached out to me, however, they have not sent me the $50 gift card they have agreed to send realizing that I did fulfill the requirements of the rebate.  So please do not consider this closed, empty promises does not equate to completed.

   

  Thank you
  

  Customer response

  10/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Date Sent: 10/24/2023 11:00:18 AM
  

  Hello, this complaint has not been resolved.  They have reached out to me, however, they have not sent me the $50 gift card they have agreed to send realizing that I did fulfill the requirements of the rebate.  So please do not consider this closed, empty promises does not equate to completed.

  Regards,
  

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

  
  

  Business response

  10/25/2023

  The consumer states that someone has reached out to him and agreed to send the rebate.  I am not sure who reached out but if someone did agree to send him the rebate, the official rules (see attached) state to allow ***** weeks after the final submission date for receipt of the rebate.  The rules also offer a phone number, **************, and email address, ******************************** to contact to check on the status of the rebate.

  ***

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  I have sent a copy of the screen shot as I could not attach the email chain to my reply.  Aren't you all the same department?  Probably not and convenient, as you can see I was promised that a resolution would be reached, that was nearly a month ago, 10/5, Can someone look into this and obtain confirmation that this is being resolved.  I have much better things to do than to chase $50, but will continue move forward with this until resolved.

  Let this be a ****** that improvements need to be made in your methods of communication and clarity of promises made.  Drawing this out over weeks will not ensure a return customer, despite you having a great product.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought KYB shocks and struts during the rebate period, Struts on the 21st, and shocks on the 29th. The total value fit into the $50 rebate category. I bought them from rockauto under an advertised rebate, and hearing that KYB is a good brand. I installed the front struts almost immediately, expecting that I can get the rebate when I sign the form, and I am still waiting for the shocks as of writing this. What I had found upon applying for the rebate online for ******, was that the rebate required either a shop installation reciept, or the *** which can ONLY be found on the box. Why would I keep the box other than for this rule which was unbeknownst to me? It seemed hidden. On the attachment i'm including on this report to KYB, there is no mention of it on the rockauto website, where the rebate advertisement was placed. There must be other ways which we can figure out a solution. When I called into the rebate centre which handles rebates, they were short and said that there was nothing that could be done and that was that. It didn't feel like they tried to help me with any type of options, and it seemed like they were trying to get me off of the phone. There was no rudeness on either end, just apathy on their end and disappointment on mine. I know that they are not KYB themselves, so hopefully KYB lives up to their name and at least attempts to resolve this. All i'm asking for is the $50 rebate that was promised, and hopefully more clarification in advertising or a *** on the part itself. Thank you

  Business response

  04/11/2023

  The Terms and Conditions for the promotion are posted on the *** web site, to which the customer would have to go in order to register for his rebate. The requirement of *** codes is a fraud prevention technique on ***s part. It serves as a proof of purchase from the consumer. The Terms and Conditions are made available to Rock Auto, but it is their choice whether or not to post them, as they are not an authorized *** retailer.
  
  In all cases where the consumer has misplaced or destroyed the box with the *** code, the rebate request will be put on HOLD due to the missing *** codes. The rebate request is then sent directly to ***, where the invoice will be examined for authenticity. Once the legitimacy of the purchase is confirmed, the rebate request will be taken off hold and approved, with the consumer then receiving his rebate.
  
  In this case, the rebate fulfillment company has no record of ************************ submitting a rebate request. We ask that ************************ submit his rebate request before April 15, the cut-off date of the rebate program. The request will be put on HOLD, pending approval from ***. Upon approval, the request for the rebate will be granted.

  Customer response

  04/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I attached the displayed to me when I registered for the rebate, if you do not have a record of me applying for the rebate, then it seems like the issue may be even larger than initially anticipated. If anyone applied for this by the cutoff date, and didn't take a screenshot of it, it would seem like they would be out of luck. I just applied for the rebate again, about 5 minutes ago. This time I did not take a screenshot, as I had forgotten to. If it is not in your records, then it would appear that there is an issue with the rebate registration in the first place.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased KYB struts and shocks in the amount of $395.59 on 8/23/22 from Rock Auto. I applied for the $50 Mastercard rebate on 9/4/22. I was told the rebate process was under review and a 6-8 week process time was possible. I did not receive any more communications from ********************************. Copies of receipts are provided for your consideration. Thank you.

  Business response

  01/18/2023

  Hello,

  The KYB Rebate program is handled by an outside company that is contracted by KYB.  This complaint was forwarded to the company for review and their reply was that the rebate submission was lacking the required proofs of purchase and an email was sent to ************** stating what was missing.  Even though all of the requirements may not have been received, KYB has authorized the rebate company to issue the appropriate rebate to ************** and he should be receiving it in the coming days.

   

  ***

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $579 in parts for their $75 rebate promotion which is still valid thru October 2022. I attempted several times to upload the required info on their website without success. I then emailed several different departments in hope of getting a response to solve the problem. I then called the toll free rebate helpline and they told me to use a different browser and that Safari and Firefox would not work. They say it takes 6-7 minutes and I already spent countless hours and days attempting this to no resolve and nobody returns emails. I then did a ****** search for kyb scam and discovered in a forum that Rockauto where I purchased these from was not an authorized retailer. The kyb website lists a few companies that are NOT an authrorized retailer and Rockauto is NOT on that list. I cannot get anyone to help me or return email correspondence. If I knew this before, I would never have purchased these products and in the quantities that I did. The rebate is a scam and does not involve FULL disclosure of who is and who is not an authorized dealer. To this moment I do not know for certain what the problem is other than the website requires MS **** or ****** Chrome to complete which has NOT worked for me. SCAM.

  Business response

  09/09/2022

  The KYB rebate promotion is run by a third party contracted by KYB.  Occasionally, situations arise beyond KYB's control.  It took a number of follow *** with this company but here is the reply that we received from them yesterday, September 8, 2022:

   

  We have this customer taken care of.  It seems there was a system update, and some emails were not making it into our box.  This has been addressed and corrected.
  
  We have this customer's claim entered and approved and he has been made aware of the rebate amount and the timeline on when to expect it.
  
  I apologize for the great inconvenience this has caused.  We will be having our agent reach out to him by phone.  An email has already been sent as well!
  

   

  KYB hopes this will resolve this claim.

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

  Customer response

  09/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  No reply from business in 11 days.  Complaint submitted August 25
  
  Regards,
  
  *********************************
  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 KYB shocks/struts on 4/25/22 for my **** **** Festiva from Autozone online.They arrived and I had them Installed by ***********************, ********, Lebanon County, **. I filled out the rebate online and tried to submit it and it said it did not qualify.I have the proof of purchase via pictures, and the **** from Autozone, and the **** from ****** Automotive.According to the ad, I qualified for a $25 rebate, yet there is no one I can talk to at KYB to get my rebate.It is a shame that such a big company that makes a quality product is SO SNEEKY to rip off consumers by making them jump through hoops to try to get a promised rebate, only to deny them, and give them NO RECOURSE!THESE ARE THE LAST KYB products I WILL EVER BUY, AND

  Business response

  06/07/2022

  Hello,

  KYB was running a consumer rebate promotion for a combination of four shocks and/or struts purchased between March 1 and April 30, 2022.  The rebate is handled by a third party and not directly by KYB.  The consumer said that when he tried to submit the rebate he received a reply that it did not qualify for the rebate.  Since we have no information on what parts he purchased we cannot verify that he qualified for the rebate.  I also searched our email history for any communication from the consumer ******************* regarding problems with his rebate submission and did not find any emails.  Had he sent an email or called, my Customer Support team would have given him contact information for the company handling the rebate so that he could contact them regarding questions or issues in submitting his rebate claim.  This contact information is also available on the official rules for the rebate promotion than be found at www.kyb.com/save and on this reply.

  Thank you for the opportunity to reply to this case,

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

  Customer Support Manager

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

*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. ↩