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Business Profile

Builders Hardware

Metabo

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I reached out to the Metabo tech support on 02/20/25 because a tool that I purchased less than a year ago stopped working. They told me I would have to send it in so they could evaluate whether it was a defect or not. They sent me a ship label and said that the work would be done within 5 business days after receiving my tool. They received the package on 03/10/25. The 5th business day was March 17th. I have emailed them 4-5 times since then trying to get an update and they will not respond. I will advise everyone I know that their tools are junk and they do not honor their own warranty. This company is a scam....buy something else!

    Business Response

    Date: 04/07/2025

    We appreciate the opportunity to work with our consumers to promptly and appropriately address their concerns. In this case, we contacted Mr. ********* and offered a replacement to his tool, which will be shipped out shortly.

    Customer Answer

    Date: 04/09/2025

     
    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 if they follow through and send the replacement tool as promised.  

    Sincerely,

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

  • Initial Complaint

    Date:07/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    the issue is that metabo hpt is running free battery rebates on their products to entice people to purchase their products. once the products are purchased the company requires the rebates to be submitted on their website and wait 10 weeks *** for the rebate to be processed and shipped. metabo has refused to reply to multiple email that were sent to them. calling the costumer support number is also useless as they will pretend to transfer you to costumer service and hang up on you a second after getting supposedly transferred. they also say to stand by their lifetime warranty on their products yet refusing to replace faulty (bent) pieces that make their tools completely useless. I purchased close to $2000 worth of metabo tools, but the costumer support is nothing but a nightmare to deal with to get anything done. never in my interaction via email or phone did I display any anger or got mad. All I asked was for an ETA on the batteries that they said would arrive on 10 weeks *** but it has been 19 weeks now since then. ***********contact me by email only please.*********

    Business Response

    Date: 07/15/2024

    Hello,

    We researched **************' complaint and verified that the package of batteries was delivered several months ago.  It seems that it was stolen from his porch.  We are offering ************** a partial replacement.

    Thank you.

  • Initial Complaint

    Date:08/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Ordered through Amazon on 11/23/22 a Metabo HPT 10 inch miter saw for Christmas for our son. We just went to his house to help with a project (August 2023) and he took the miter saw out of the box. Right from the start there were issues with the power going out while using the saw. Seems to have an issue with the power cord. I purchased an extended warranty upon purchase so I contacted the insurance first. They said that they could certainly cover any issues but since it is still under the one year warranty they said it would be best to contact Metabo first. Metabo said we would have to do one of two things; take it to the nearest service tech (the closest being 60 miles away) or send it back to Georgia (at our expense) to have their service check it out to see if it's something covered by warranty. Amazon couldn't help because it's past the January return date. This is crazy. If I had purchased it locally and it didn't work I could return it to the store and get my money back. Something just taken out of the box is expected to work! What is the sense of having a warranty if the customer is the one jumping through hoops to get the product to work correctly? Are they going to pay me for MY time to return it? What about my cost to return ship the saw? The order number through Amazon is 114-8733880-1197022. I might add that my son went out and purchased another (different brand) miter saw to complete the project at ************** and it worked perfectly when he plugged it into the same outlet right out of the box. Price paid to Amazon was $99.00 with $5.94 tax. We paid $11.65 for an extended warranty on the saw.

    Business Response

    Date: 08/21/2023

    This is not something I can help with, other than to forward to the correct department - Warranty/Service, which I will do today.

    Customer Answer

    Date: 08/21/2023

     
    Complaint: 20464330

    I am rejecting this response because:

    Sincerely,

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

    Business Response

    Date: 08/21/2023

    I spoke with *************** and am arranging to have the saw sent in at our cost to have it repaired and then returned to her son.  It will take a day or so to get the shipping label out to her son.

    Customer Answer

    Date: 08/21/2023

     
    Complaint: 20464330

    I am rejecting this response because:

    Sincerely,

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

  • Initial Complaint

    Date:06/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 a C7SB3 Metabo Sicular Saw on august 15th 2022 from Amazon ORDER # ***-0136007-6997877. Yesterday the lower guard broke, part number ******. All I need is that part to fix the item. I wanted to make a warranty claim. First of all it is a very convoluted process as I submitted a claim online and I was contacted by email and told it was the wrong department. So I called the phone number I was given and I was told I would need to take the item in to my nearest service center, which is over 2 hours away. The rep I talked to on the phone also said I could ship it to the service center, but I would have to pay for shipping. The warranty on the item states that a prepaid shipping label will be provided. I either want the new part shipped to me so I can fix the item myself, or I want a prepaid label so I can ship the item to the service center for a warranty covered repair.

    Business Response

    Date: 06/19/2023

    An email has been sent to ************ with a shipping label attached.  Please box up the saw and use the label to send the saw in for review and repair.  

  • Initial Complaint

    Date:03/18/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Hi, I purchased multiple Metabo HPT 18V cordless tools from Lowes (their main distributor in *******) and I was looking at the following product: Metabo HPT MultiVolt 36-Volt 4 Amp-Hour; 4 Amp-****************** Tool Battery ***************** Supply Model #ET36AM. On both Lowes and Metabo websites is called MultiVolt, which by Metabos definition means 18V&36V. I wasnt convinced before buying it so I went to this item page on Lowes website to get more information about it. In the questions and answers about this item's functionality, people asked if it works with 18V power tools, and the Metabo representative with the company Logo answered 4 different questions with YES it does work with 18V (Im including a pdf copy of the page). I purchased the item from **** on 3/6/23 since it was out of stock at Lowes, and I received it 2 days ago. I found out that it does not fit physically on the 18V tools, it has to be a 36V tool. I contacted Metabo customer care on 3/17/23 @ 9AM PST, and talked to *****************, a sales manager *************) he admitted that it was misleading and wrong information given by the company's own representative, but he cant do anything to help me.

    Business Response

    Date: 03/23/2023

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

    We recommend you return the adapter to the seller you purchased the adapter from on eBay.  As is clear on the Metabo-HPT website, this adapter only works with 36V tools. *************************************************************************************************
    However, the MultiVolt 36V/18V battery DOES work with 18V tools. 

    While the description of the adapter on Lowes website is correct, some of the comments seem to have actually been talking about the MultiVolt battery and not the adapter itself.

    Sincerely,

    Metabo HPT

    Customer Answer

    Date: 03/24/2023

     
    Complaint: 19617419

    I am rejecting this response because:

    Like all credible tool manufacturers who reply to customer questions, your ********************** representative or agent with the company official logo, on the item page on Lowes.com (main Metabo tools distributor), asserted multiple time people that this ** adapter work with both 18V& 36V. Lowes.com confirmed that these replies are written by Metabo official agent.
    The name of the ** Adapter is Multivolt and by your (Metabo) definition is for both 18V & 36V, otherwise it should NOT be called Multivolt.
    Im talking to a law firm about this case and I showed them what I have, they are very excited on taking it even further as a class action case for corporation dishonest intentional misleading information of customers

    Sincerely,

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

Metabo is NOT a BBB Accredited Business.

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