Complaints

This profile includes complaints for Chervon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chervon

  1203 E Warrenville Rd Naperville, IL 60563-1461

• 

  Chervon

  407 S 3rd St Ste 220 Geneva, IL 60134-2857

• 

  Chevron

  5331 Veterans Memorial Pkwy Lanett, AL 36863

• 

  Chevron

  101 Sand Bar Ferry Rd Augusta, GA 30901

• 

  EGO Customer Service

  120 Ionia Ave SW Grand Rapids, MI 49503-4195

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:11/29/2023

  Type:Service or Repair 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.

  I am simply trying to get EGO to answer the phone!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I have tried over and over and I think its a tactic.to not warranty their product.My leaf blower will not work and there is 2years left on the warranty!!!!!!!!!!!!!!!!!!!!!!!

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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.

  We purchased an EGO 52" Z6 zero turn mower in October 0f 2022. We used the mower for approx. 2 months in 2022 at the end of the fall season, and all of the spring/summer season in 2023. The mower does not run as advertised, with only getting approximately 45 minutes to one hour of battery life vs. the 4 hours it is advertised. Most importantly, On November 10, 2023 one of our mower blades broke and we were unable to simply s**** it back on. Upon calling 2 local authorized EGO dealers, we were told they will not service mowers any more for the season, despite having several weeks of lawn clean up remaining in the season. If we do not use an authorized dealer, our EGO warranty is void. Upon calling customer service, I was promised they would find a dealer to service our mower. I followed up once and was told they were still looking. It has now been two weeks with no response, no resolution, a broken lawn mower that we are unable to use and unable to fix. We have not been able to complete proper end of season lawn care due to EGO's inability to service our product We paid for a premium product and have not received even an adequate performance and inadequate servicing.At this point of frustration, we simply want to return the product and receive a full refund since EGO cannot service its products.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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.

  I purchased a self propel lawn mower in 2019 from *************** 1. The self propel malfunctioned 2. The mower stopped working 3. I contacted the company as the mower is still under warranty. 4. *********** made me take the mower to a shop to have it fixed in August of 2023, it is now November, about 3-months and I still dont have the mower back. I need a new mower of my mower fixed! I tired reaching out to customer service, they do not answer.

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair 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.

  I purchased an electric mower on Oct. 23rd. After receiving the item I went online to register the mower. My mower was not listed on their website. After calling several times and being on hold every time, I left a message for a callback. That was over a week ago and I have not heard from them.

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair 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.

  About Nov 2022 I bought an EGO 615 CM Leaf blower w/36v rechargeable battery from Lowes. The manufacturing date on both the blower and battery are June 2022. After only about 6 uses, the battery has gone bad. It smells of burning electric wire when in use or being charged and has a very short usage time. As a result, the unit is unsafe. ***** said I needed to deal directly with EGO customer service. However, the only way to contact EGO is by phone. I have tried their options for a call back and leaving messages, which doesn't work. I have been placed on indefinite hold. I would like EGO to take some responsibility, answer the call, and replace the battery so I can safely use the equipment. It's currently list at Lowes for $218.

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair 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.

  Im making a formal complaint about Ego as I believe they dont stand behind their products. We have 2 batteries that arent working so we called Ego. They said youre out of warranty and theres nothing we can do. We are 2 months out of warranty (purchased 3 years ago). Ego says our batteries should last 10 years and they sayyou should get 800-1000 charges weve charged these batteries approx 6-8 times each summer so not near 800 charges. As a retired electrician, these batteries have been handled with great care and have followed the manual to ***. Ego apparently has no service department so youre completely out of luck if not under warranty. Replacing these batteries will cost about $700.00. Which is outrageous considering when purchased and the amount of use. Ive spoken with customer service a couple times and the answer is the same. .. once out of warranty, we cant help you. They recommended I go buy a new battery or get a refurbished one somewhere.we registered our products on 6/18/20 Please advise,*********************

• Initial Complaint

  Date:11/10/2023

  Type:Service or Repair 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 a lawn mower and registered the product with EGO in April of 2022. Lawn mower cuts off even though fully charged, and the self propelled feature no longer works. I have tried to call the company (at ************) numerous times and stayed on the phone for as long as I could. No one ever picks up. They offer a call-back option, which does not work. I don't see any other way to submit a warranty claim, other than "call us". This is an expensive mower and should not need repairs after 1 1/2 years, but it's worse to be unable to contact the company for a warranty claim.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair 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.

  On October 17, 2023, I contacted EGO to have my SNT2405 snowblower repaired. The chute and control handle is stuck and cannot be adjusted. I followed all the requested steps from customer support to check the tightness adjustments and to ensure the control cables were not pinched anywhere. None of the troubleshooting steps were able to resolve the issue and EGO support told me the snowblower would need to be replaced with a new one because there were no service centers near me in *********, **. They requested I take a video to show the issue and someone from "management" would be in touch soon to get the replacement taken care of. I sent in the video the same day it was requested. I then contacted EGO on October 18 to confirm they received the video and find out when I would hear back from management. They confirmed and said it could be about a week before I heard anything. I checked with **************** again on October 21 but they did not have an update.On October 31, I contacted them again because it had been 10 business days without any updates from EGO. They still did not have any news and said I would hear back from management by November 6. I still have not heard anything and upon contacted them today, November 6, they said they did not have any information. It has been 3 weeks and EGO will do nothing for me. This unit has a 5 year warranty and I have already been promised a replacement unit.

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair 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.

  Disappointment with Ego Customer Support and Exception Process I hope this message finds you well. I am writing to express my deep disappointment with the recent experience I had with your customer support regarding my Ego self-propelled mower, which I purchased in the spring of 2019.Let me begin by providing a little context. I purchased my Ego mower shortly after buying my single-family home in **************, in December 2018. I have been using this mower without any issues since the spring of 2019. It has been a reliable and essential tool in maintaining my lawn.However, this past Saturday, I encountered a problem with the mower and attempted to contact your customer support. To my frustration, I received a voicemail stating that your support was closed on weekends, leaving me unable to seek assistance. Given my work schedule and the fact that I couldn't transport the equipment to my workplace for troubleshooting, I had to wait until today, Thursday, November 2nd, to call your customer support for help.During the call, I emphasized that the manufactured date on the product clearly indicates October 2018. It is perplexing to me that something manufactured in October 2018 would expire on November 1, 2023. I understand that warranty periods have limits, but it's common knowledge that items can sit on shelves or in warehouses for a significant amount of time before being purchased. It would be fairer to consider the actual date of purchase when assessing a warranty, especially when customers may acquire items that have been manufactured well in advance.I was initially offered an exception due to my inability to find the receipt and the fact that I hadn't registered the product, and I was grateful for this consideration. We spent an hour on the phone troubleshooting issues. However, it was disheartening to be informed that the exception would be revoked because I hadn't called on November 1, the day before my warranty supposedly expired. This is a matter of sheer luck, as the timing of my call was coincidental and not a reflection of the quality of my product or my satisfaction as a customer.As a loyal customer of Ego, who has enjoyed your products for several years and happily used them until this issue arose, I am disappointed with the rigidity of your customer support hours and the inconsistency in the exception process. It's crucial for companies to prioritize customer satisfaction and loyalty, and I hope you can understand my perspective in this regard.I appreciate your attention to this matter and sincerely hope that my feedback will lead to improvements in the flexibility of your customer support system, taking into account the manufacturing date and the circumstances of customers who may need exceptions due to factors beyond their control. Consistency and fairness in the exception process would go a long way in retaining loyal customers like me. I can tell you this experience has left a bad taste in my mouth when considering my next electric mower. Ego will not be high on that list.Thank you for your understanding.

• Initial Complaint

  Date:10/29/2023

  Type:Service or Repair 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.

  I have purchased many Ego Power Lawn Tools and Batteries - and currently have 5 batteries, 2 chargers and 4 tools (blower, backpack blower, trimmer, edger). Within the last few months all 3 of my 5 batteries (2.5 amp, 2.5 amp, 5 amp) have completed failed, leading to me to the conclusion that my chargers are dysfunctional. I have 2 different chargers and now 3 batteries will not charge at all once placed on the charger (red light turns on). This is not general battery decrease in performance. I am well aware that batteries will decrease in their capacity and performance over a number of years. I have a snapper lawnmower and 7 years later the batteries still work great.This was an abrupt dysfunction of 3 batteries at the same time, and Ego has been unwilling to problems solve with me or replace these defective batteries or charger.I am fully invested in this lawn tool "ecosystem" but now only have 2 working batteries which themselves never seem to fully charge. I think the reasonable solution is the following:Replace Charger Replace Charger Replace 2.5 amp battery Replace 2.5 amp battery Replace 5.0 amp batter Thank you *******************