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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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    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:05/08/2024

      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 the ego st1511t trimmer in August 2023 this is the second one and it now will not power wind string. I have been on hold for over 2 hours for 3 days now and can't get through to cusrerner service,,,,,only 1 time did someone call me back while I was at work and was to look into replacing my trimmer and get back to me...still no call back and no resolution. I want to talk to someone about getting my trimmer replaced and not *********** weeks as it did before

    • Initial Complaint

      Date:05/07/2024

      Type:Customer Service 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 have been trying to reach customer service for the past 7 weeks, starting mid/late March after the first mowing of the season. We have entered the "call back queue" 2 times with no call back. We finally received a call back on April 30th, only to be told that the failed battery went out of warrenty only three weeks prior. I requested a supervsior call, and was told I would be called back in 48 hour. Finally yesterday May 6th(a week later), I received a call back from **** and was told the company policy is no extended warrenties, that there is/were no call center phone issues, and all my calls did not go through even though I waited on hold for ***** each time before entered the call back queue. I really feek that the company does not care about all the struggles I have gone through to report the issue and the customer service representative are not employeed by EGO to accutally assist its customer, or to make the product to hard to report a warranty claim. I am requesting that my battery warranty be honored due the issues with your call center voice services.

    • Initial Complaint

      Date:04/30/2024

      Type:Customer Service 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.
      *** has a case of false advertisement. I have purchased EGO's PS1000 model through IGoCordless (**************************), since local Rona doesn't carry this model at all). I did so after phoning EGO to discuss our options when it comes to pole saws. The representative said that if we wanted the longer length we should be going with PS1000 which on EGO's web-site is stated to be when fully expanded of 13' length (with an option of 17' with purchasing an additional attachment). When the pole saw arrived it was under 10' when fully extended. I have contacted EGO again, and asked associate for confirmation of length. I got an e-mail confirmation in writing that this model is indeed at most 13' and then abruptly hanged up on me. Today after a couple more hang **** I got to talk to EGO again and the person on the other line was very good at saying they're sorry, but if I want 13' pole saw, I have to purchase another attachment. I have asked them to send me that attachment free of charge, since it's EGO making a mistake three times (on their web-site, over the phone and in an e-mail) but the associate kept saying that they're sorry and if I want the originally falsely advertised 13' I have to pay extra for the extra attachment. I have the e-mail and the screenshots of their web-site.

    • Initial Complaint

      Date:04/29/2024

      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.
      LM2142SP Residential Power+ 21" Self-Propelled Mower with Peak PowerProduct:NLM12181233163X This item was under warranty and was fixed last year. It took 1 month dealing with customer service, then another 2 months to fix it. It should have been replaced instead of rigged. 6 months later the same issue is happening. Now it is out of warranty. This is unfair and the mower should be replaced for a reasonable solution. If this was a different problem, I can understand the item would be out of warranty right on the 5th year ***** However, this is the same issue. The issue should have been fixed the first time and not run into it again. Customer service had said they escalated the matter. However, I have not heard back from anyone and it has been 6 days. I want this resolved asap. I don't want what happened last time to happen again and nobody follows up or a month passes. These matters are time sensitive as we need the mower to mow the lawn and do not have a back up, or I have to end up paying someone out of pocket to cut my lawn for as long as this drags on which is quite costly. I really expected EGO to stand by their products which is why I bought the mower in the first place.

    • Initial Complaint

      Date:04/24/2024

      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.
      On 09 / 09 / 22, I purchased an EGO Power blower with a 2.5a battery and charger from a local Ace Hardware. Those devices are warrantied for three years by the manufacturer, and I registered them with the manufacturer immediately (so my information is in their system, as I can see when I log in). Very recently, my battery is no longer holding a charge, and it's only charging to about 20 to 25% capacity (as indicated by the LED lights). I've tried to reset the battery and otherwise follow troubleshooting guides. I've tired to contact EGO but I cannot get a response. Callbacks come hours after my initial call, emails are not answered, and social media messages are not regarded. I'd simply like my battery replaced. It feels like their warranty system is set up to strongly discourage customers to contact the firm, and it's a bit misleading when on-phone hold times are estimated at 10 minutes, but callbacks are much later than this. A quick browse of online forums (such as Reddit) reflects similar customer experiences. Simply put, I've struggled to get any response to service this warranty. Purchase details are below (but EGO also has these in their customer registration database, as I'm registered with ************************* also see the most recent purchase on the attached receipt. MODEL LM2101, POWER+ 615 CFM Blower S/Ns Charger:NCH01220409571y S/N Battery:NBA08220409571y I'm a bit frustrated as this is the second EGO 2.5a battery that has died on me; my other one is older and out-of-warranty, but died after only about 50 or so recharges.

      Customer Answer

      Date: 04/25/2024


      Better Business Bureau:

      The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. After some delays, they reached out to me directly on ********* via direct message, and they've worked through the detailsd of my case. From the attached transcript, it does seem like a replacement battery is on the way. My issue is resolved and my complaint can be closed. 

      Sincerely,

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

    • Initial Complaint

      Date:04/23/2024

      Type:Customer Service 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 an EGO lawn mower I September of 2023. I only used it 3 times after purchase as it was stored inside my shed during winter. It stopped working when I tried to use it this last time. I contacted EGO about this *** they gave me a run around for over a week and never contacted me back. I have a $600 lawn mower that does not work. I can not reach anyone. I waited on hold for 2 hours and then they closed. This is ridiculous. They wanted me to take it to a local tech to have ot reviewed which I tried taking to 2 different locations. Neither have a tech available for 8 weeks. The next closest location is over 50 miles away. I shouldn't have to jump through all these hoops for the item they sold not working after 3 uses.

      Customer Answer

      Date: 04/24/2024


      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:04/21/2024

      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.
      Case Number: ******** Date created: 4/10/2024 10:18 AM Case Type: Phone Call Case subject: WARRANTY REPAIR, REPAIR OR REPLACEMENT I have been on phone with EGO **************** for hours, even after product has been identified by EGO repair facility (ACE hardware) as defective. EGO **************** still insist on having it repaired, instead of product replacement.

    • Initial Complaint

      Date:04/18/2024

      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.
      Purchased May 16,2019. Self propelled speed control quit working in 2022. Contacted manufacturer who told me warranty expired, no parts were available, take it to a service center. I went to local Ace Hardware who had a technician that worked on these and he assisted me along with reddit users.I got self propelled function working but only at fast speed. A couple of days ago it would not start. I contacted their customer service who only want to register the tool, and wouldn't tell me anything about warranty coverage.

    • Initial Complaint

      Date:04/17/2024

      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.
      I purchased an ego chainsaw. It has ceased to function within the warranty time limit. My attempts to work through the customer service department of this company have shown it to be incompetent at best and fraudulent at worst. I desperately need a working chainsaw during this time of the year. What I would like is a credit towards the purchase of a new saw.

    • Initial Complaint

      Date:04/17/2024

      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 purchased an EGO *************************************** late August 2023. I paid with tax ******. The battery has a three year warranty. On April 5, 2024 the battery would not charge. I called EGO customer service and was advised the battery would be replaced as it is under warranty. On 04-16-2024 I called EGO to find out the status of the battery. I was told that the order had been mis-processed and a new order would have to be made. The lady was going to call me back in 2 hours with a tracking number. The call never came. I called EGO back this morning and explained what the problem was again. I was told the order had been placed, same thing as yesterday. I asked for a tracking number and was told one was not available. I asked to speak to a supervisor ****** was his name. He told me he was working on it. Apparently the warehouse that the order was placed is running low on batteries so the order was placed at another warehouse. I asked to be connected with the warehouse and was told they do not have a phone. I asked for a date when the battery would arrive and could not be given a date. I asked that the called ACE hardware in ****** and ship the new battery to ACE and I pick one up from ACE and was told they (EGO) can not do that. I then was offered a set of free lawn mower blades for my inconvenience and I turned it down At this point the only thing this lawn mower is good for is a paper weight or dining room decoration At least I can keep it dusted. I also asked if *** would refund my money for the lawn mower and was told no I would like for a replacement battery shipped to me overnight. I was told they were working on it. That doesn't get my lawn mowed. I have offered several solutions to this problem and all were turned down. I can't understand why they would offer me anything when the product that I bought and paid for doesn't work. I can go buy a new battery for ******. What good is the warranty if the company will not stand behind their product. I'm done with EGO. 12 days in making.

      Customer Answer

      Date: 04/29/2024


      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,

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

    Chervon is NOT a BBB Accredited Business.

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