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Business Profile

Machine Tools

Chervon

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Chervon has 6 locations, listed below.

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    Customer Complaints Summary

    • 204 total complaints in the last 3 years.
    • 48 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:08/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      EGO will not honor the warranty of their product. While my defective battery has a warranty, *** refuses to uphold their end and send a replacement or offer any resolutions. Instead, I am continuously told to wait and wait and wait by customer service agents who do nothing. Stay away from EGO Power Plus.

    • Initial Complaint

      Date:08/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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 battery grass trimmer July 07, 2023. On 11-28-23 battery failed, contacted EGO, sent new battery, it failed, sent another battery, it failed, sent tool for repair to Northern Tool, per their request. Northern tool requested new battery charger. Received, new charger. New charger charged new battery, installed new battery to grass trimmer, battery and grass trimmer shorted out, northern equipment contacted EGO, *** sent email saying they will send replacement GRASS TRIMMER dated 7/20/24. Havent received unit, did not get a tracking number. Called EGO 7/31/24, stating nothing received. They Sent new case number. Contacted EGO why new case number, their reply, no case number on account. I have no idea what they are doing.

    • Initial Complaint

      Date:07/30/2024

      Type:Product Issues
      Status:
      Unanswered
      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 6/2/24, I purchased several Ego products (lawnmower, blower, weed eater) from the ****** in ***********, **. The mower was listed for $549.00 (plus tax), but due to my military discount I paid $534.86 (including tax). I was in the process of moving from ** to ** & only had a few days in town. I got all the batteries for these products charged up so I could do lawn maintenance on my newly purchased home before heading back to ** for a few weeks to get packed up & move to **. About 20 minutes into my lawn mowing, a thunderstorm came through & it rained for the rest of the day. We flew out that evening. I officially moved to ** on July 3rd. On July 5th I got up early to mow my much taller grass & got about 20 minutes in to the mowing when the mower stopped working because the battery had died. I couldn't put the battery on the charger yet because it was indicating that it was too hot. It took 2 hours before the battery cooled enough to take a charge and then an hour to charge the battery. After the battery charged again, I tried to run the lawnmower, but it bogs down repeatedly even on shorter grass, randomly doesn't **** up grass, etc. I tried to return the mower to ******, but was after the 30 day return limit. I have had SEVERAL customer support calls with Ego asking me to run through various troubleshooting processes. I have completed all of these ******************* has helped. 7/29/24 I was offered a new battery, but what is the point of a new battery if the mower is shutting off every 30 seconds when battery still has a charge? Then I was offered to take the mower to ****** for service. I don't have a vehicle that would allow me to easily transport it to ********** shouldn't have to get a piece of equipment that's not even 2 months old repaired. This mower is clearly a ************ had to pay someone to mow my lawn while I troubleshoot. I love the other 2 Ego products I purchased that day. They work great, but I am DONE with this mower & just want a refund.

    • Initial Complaint

      Date:07/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 a new EGO Mower from Amazon in April 2023 using my mothers Amazon account and my credit card. I provided EGO customer service with the delivery email from Amazon showing the $517 purchase, as well as the good review we left for EGO on Amazon. We also gave EGO the order number from the emails received from Amazon, AND the serial number of the mower which is sufficient proof. We provided all this info to Ego's Supervisor **** and also pictures of multiple ego products we had purchased from being a loyal customer. The only receipt we did not have was to the mower which again was purchased on my now deceased mother account. EGO WILL NOT HONOR THE WARRANTY: We cannot access the Amazon Account to retrieve the actual receipt since it was my mother's account, and we closed it after she passed away to avoid fraud. I've provided all the email screenshots from Amazon in her email account.I even provided EGO with my mother's death certificate. We paid full price for the new mower and want the full warranty since the mower stopped working after a year. The amount of info we provided was more than sufficient to honor the warranty. However, their so called "policy requirements" are simple excuses not to fully guarantee the product.

    • Initial Complaint

      Date:07/19/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Purchased ego pressure washer from ace hardware waited a month for product to arrive. Setup and had internal leak. Called ace and they took back and got me new one. New one leaks worse than first one. Ace cant help since its same issue. Called ego and they told me I must return to ace. *** wont take return ego wont take return so Im stuck with a $800 paper weight and still left with dirty vinyl siding. I would like a refund for my pressure washer.

    • Initial Complaint

      Date:07/16/2024

      Type:Product 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 purchased the POWER+ MULTI-HEAD 16 STRING TRIMMER WITH POWERLOAD TECHNOLOGY model #MST1603 on April 1 2023. On April 20 2024 the powerhead started smoking. I call EGO CS and was given a referral for a warranty repair. I dropped off the item at the authorized repair shop and I was told on May 7th that the item needed to be replaced because the cost of the repair would exceed the cost of a new one. On May 20th, I called the repair shop and was told they were waiting for the approval. On May 29th, I called AGAIN and was finally told the approval was given. On June 3rd, I called again for status and they had no new information. June 10th I called EGO directly and spoke with the only helpful CS rep. *** told me she didn't see the order for the replacement and that was unusual. *** saw the service approval but nothing else and it should have shipped already. The approval was sent to the repair shop on May 9th. *** escalated the situation to a supervisor to look into the problem. That was the last time I got any information other than lies. June 12th CS supervisor calls and says it's on backorder til the end of the month. Nothing he can do even though their authorized dealers have stock. July 2nd same escalation , same response from CS supervisor: it's backordered and we have no way of knowing until when. Maybe mid-July. July 16th same answer from CS, will escalate only supervisor can contact warehouse for a date. So here I am still waiting 12 weeks later and I have no tool and no resolution. There is stock available from their authorized dealers. I just want my replacement so I can cut my grass.

      Customer Answer

      Date: 07/25/2024


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      First off thank you for your help in the matter. I purchased an EGO snow blower for the amount of $656.99 on 11/29/21 and this past winter 12/2023 i experienced some problems with it and seeing how it was still under warranty i called EGO for assistance to which they directed me to a facility to take it as per their warranty. I dropped it off on 02/07 and they stated i should have it back by 2/21 as per paperwork and verbal confirmation. Once 2/21 came and went i attempted to updates from the repair center multiple times with no luck. I then contacted EGO to assist with resolution as they were the ones who recommended for warranty repairs and after several attempts via phone i had no luck and finally a supervisor reached back out and we communicated via phone and he promised to reach resolution promptly and he even followed up with an email several times i have had no communication from them. I believe they have been given ample time to reach resolution or at minimum reach back out to me. At this point all i want is my money back and they can keep the snow blower which they still have. HELP PLEASE!!!!

    • Initial Complaint

      Date:07/09/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      EGO self-propelled mine stopped working in the middle of mowing yard, and never re-started. Battery fully charged and no visible damage to mower It just stopped working!!!

    • Initial Complaint

      Date:07/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 May 17, 2024 EGO lawnmower stopped working. May 23, 2024 I contacted EGO CUSTOMER SERVICE to submit a warranty claim. May 24, 2024 dropped off lawnmower at Norther Tool. June 19, 2024 Ego received notice from Northern tool stating lawnmower beyond repair request new lawnmower be shipped to my home address. June 27, 2024 called who to get email of confirmation of tracking number who customer service stated lawnmower ready for shipping should receive email by July 2,2024.July 2, 2024 called ego customer service still no email no update asked to speak to a American supervisor stated that there was none and that it will take up too 24 -72 hours for a supervisor to call me back which is absolutely unacceptable. I have been waiting patiently and I feel like I am getting no where with these people. Below I had put a receipt of how much the product cost. I would just like to get my money back the full amount because this company obviously doesnt care about their customer's satisfaction.Please help me get my money back the full amount.

    • Initial Complaint

      Date:07/01/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This is for a 211N SP lawnmower made by Ego and purchased from Lowes hardware in *****, **. I created a warranty claim with Ego on December 14, 2023 as a warning sensor in the handle was incorrectly triggering and I was unable to use the mower. Ego support approved the repairs after troubleshooting. I was asked to take it to Lowes in ***** for repairs which I did that same week We did not hear back from ***** so we went after a month to check on the mower, at which time we were told they send them out for repairs and that since the mower started no repairs were done. We called Ego again while at *****,showed the Lowes staff that the issue isnt starting but actually attempting to use and maneuver the mower, and a second warranty ticket was done. We again went over a month without an update and in middle of ***** were told the mower starts and no issue.I called Ego again, spoke to a manager, and they then sent me to Ace Hardware in ********. I showed them the issue so the manager knew exactly what was going on. This was on May 15, 2024. I have been calling the repair facility and they said Ego has not been responding to their inquiries about parts availability. I have also called Ego and requested a manager on multiple instances since and a e had no responses despite them providing a ***** hour callback expectation. At this point Ego has failed to fulfill their warranty obligations to me, and failed to allow their shop the updates necessary to provide good service as an authorized retailer. I am spending $200/month to have my yard mowed as I wait for Ego due to their poor authorized repair facilities via Lowes, and then general lack of response to me since December 2023.All of this is avoidable by simply replacing the faulty mower per the warranty. I have done absolutely everything asked of me as a consumer.Dates I have called Ego for help are 12/14/23,2/3/24, 3/15/24, 4/15/24, 4/27/24, 5/2/24, 5/6/24, 5/15/24,6/12/24, 6/17/24. 6/24/34, and 7/1/24.

    Chervon is NOT a BBB Accredited Business.

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