Consumer complaint received 2025-10-07 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: Kubota North America Corporation
State: GA

Complaint narrative:
Below is the complaint letter submitted to both the dealership and corporate offices. 

I am writing on behalf of XXXX XXXX XXXX, XXXX to formally lodge a complaint regarding the handling of a warranty replacement claim by XXXX Kubota, the dealership where we purchased our XXXX XXXX Compact Track Loader on XX/XX/XXXX. 

At the time of purchase, Salesman XXXX assured us that if any issues arose within the first year of ownership, the equipment would be eligible for warranty replacement options. In addition to the standard warranty, XXXX XXXX XXXX purchased an extended XXXX warranty for {$3000.00}, further ensuring coverage for potential defects and workmanship issues beyond the initial period. 

In XX/XX/XXXX, we brought the machine in for a glass repair. During that visit, Service Manager XXXX inspected the unit, took photographs of the tracks, and advised that he would submit a warranty replacement request, citing workmanship and durability concerns given the condition of the tracks at approximately XXXX hours. 

According to our Limited Express Warranty Summary, the standard coverage period is 24 months or XXXX hours, whichever occurs first. In the exclusion comments, the warranty specifies rubber tracks are covered for 12 months or XXXX hours, whichever occurs first. At the time of the initial warranty inquiry, the machine was clearly within the applicable warranty periodboth in terms of months ( 9 months from purchase ) and hours ( XXXX hours ). Furthermore, the extended warranty purchase underscores our good faith investment in Kubotas warranty program. 

After being told to await further updates, we received no communication. We later learned that XXXX had retired, and under the new management, specifically Manager XXXX XXXX, XXXX Kubota is now refusing to honor the warranty. Despite multiple follow-up attempts, no written correspondence or explanation for the denial has been provided. 

This lack of follow-through, communication, and transparency is unacceptable. XXXX XXXX XXXX acted in good faith and followed the proper service and warranty procedures. The dealerships failure to acknowledge and process a valid warranty claim for coverage they themselves sold and represented to us is not only unacceptable but raises serious ethical concerns. Denying coverage under a valid and active warranty, without written explanation or investigation, reflects poorly on both XXXX Kubota and Kubota Corporation. Such conduct may be construed as misrepresentation and a breach of warranty obligations, which can constitute unethical business practices and potential consumer fraud. 

We are requesting that Kubota Corporate : 1. Review the original warranty replacement claim for the track system of the XXXX  Compact Track Loader submitted by XXXX  in XX/XX/XXXX, including the workmanship and durability concerns identified. 
2. Provide a written explanation for the denial if Kubota Corporate does not intend to honor the warranty. 
3. Uphold the standard and extended warranty coverage promised at the time of purchase and approve the replacement of the tracks, as the request was initiated well within the warranty coverage period. 

This matter involves significant costs and directly impacts our business operations. XXXX XXXX XXXX has been a loyal Kubota customer, and we expect Kubota to stand behind its products and the assurances provided by its authorized dealers. 
Please confirm receipt of this letter and advise on the next steps for resolution. We are prepared to provide supporting documentation, including photographs, service records, warranty purchase documentation, and the original warranty terms, upon request.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation