Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:14/08/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sometime in July 2023 my trusted **** ****** chainsaw wouldn't start. After diagnosing the saw it was found that the saw had no spark and a coil would be required to fix the starting issue.
  On July 28th 2023 I visited my ECHO authorized dealer to purchase the required coil for my saw. The dealer brought the part in days later at a cost of $253.90 While waiting for the part to arrive, online searches warned that the coil alone might not be compatible for my saw and that some of these older saws require a matched coil and flywheel assembly. Online searches also identified that my saw had an ECHO bulletin that advised to purchase part # ********** (coil and flywheel matched set) for $232.00 otherwise the timing of the saw will be off and will backfire and not start. Further review of the new coil (part # ***********) against my factory flywheel reveled that they were in fact not compatible and the saw timing would be off causing the saw not to run again. A visit to the ECHO dealer ended up advising me that part #*********** was the only number listed for my saw and after I provided part #********** they were able to find the bulletin and associated details why the coil I was sold will not work. The dealer said there is nothing they could do for me and gave me the customer service number to plead my case. ECHO customer service declined to return the part and refund me for the incompatible part. I advised the part had not been installed and is still in original packaging. I also advised that after purchasing part#P021014680 (which I had to personally track down) my saw is now running like new. I believe this was an error on ECHO's behalf and their system should be updated for these older saws and customers should not be held liable for ECHO's mistakes. This is not the first time this has happened as ******* has similar scenarios as mine with new ignition coils not working on these ************* saws without the matching flywheel. Completely unfair customer service !

• Initial Complaint

  Date:10/02/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought the saw brand new from a third party. Prior to purchasing the saw, I contacted ECHO canada and confirmed the validation of the warranty and servicing of the saw. After purchase I registered the saw for the warranty. Had a small issue with the saw, the issue was serviced and repaired under warranty.
  
  This past weekend the saw seized up. “Dealer stated that it was lack of lubrication” funny? It’s brand new, and no diagnostic test was conducted to confirm this, I know it’s bull- been using power saws for a long time and never had an issue with “leaning the gas in my saw” GAS IN THE SAW IS MIXED,
  
  ECHO canada as well, revoked my warranty, and advised the service representative to not service my saw anymore under warranty, AFTER THE WARRANTY WAS ALREADY VALIDATED AND USED for a prior issue.
  
  The guy ***** working at ECHO is the representative I dealt with, very poor customer service and a poor attitude towards my issues.
  
  No I have a saw, that was certified under warranty, that is broken and will not be covered or replaced under warranty.
  
  There is no reason for them to do this, if one issue has been covered under warranty, the remaining time for warranty must be covered.

  Business Response

  Date: 14/02/2023

  Have been in contact with the customer and have agreed to a resolution out of goodwill and good faith. 

  ECHO provides warranty to the original owner with proof of purchase to equipment sold by authorized ECHO organizations against manufacture defect. This situation was originally brought to ECHO as not being a manufacture defect and there was concerns on who was the original owner and when the machine was purchased. I am attaching a copy of the warranty statement and also educated the customer on our processes going forward. 

  If you have any questions feel free to reach out. 

  Thanks 

  Customer Answer

  Date: 14/02/2023

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