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:06/30/2025

  Type:Product 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.

  This complaint is against Great Lakes Technologies, LLC (doing business as "WEN Products") regarding a missing part for a shop cart (Model: WEN ******) I purchased. On June 5, 2025, I e-mailed WENs technical support ******************************************** requesting a replacement nut (Part # ******-011), and provided my mailing address, but did not hear back. I followed up on June 13 and June 18, 2025, as I received no response. Despite three attempts, WEN has not acknowledged my request or provided the part, leaving me unable to complete the assembly of the product. I seek a resolution to receive the missing part or a refund.

  Business Response

  Date: 07/02/2025

  Hello,

  I cannot find any records of this customer's request in our ticket system. I am not sure how he reached out, or why it was neglected. I have gone ahead and emailed the customer and will get him his missing parts.

  *******

  Customer Answer

  Date: 07/02/2025

   
  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.

  Further, I have forwarded a chain of unanswered e-mails to WEN Products to the business's representative for review. He suggested this might be a technical failure, which I will defer to WEN (Great Lakes Technologies, LLC) to investigate to prevent recurrence. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  This ****** Wen Generator purchased May 12, 2025, ***************** has Less than two hours run time on it, It dies after ten minutes of running, I contacted the consumer I bought it from and they gave me the manufacturer contact info and I did not hear back so I called them. They told me to take it to these two shops (make appt first) and was given the numbers to call.the first ********* says they no longer do the bigger generators, the second ********* I spoke to said that they would rather not have anything to do with WEN product because they had one in the shop two years and could not get the parts and ultimately the owner ended up throwing it away. I called back and low and behold they found another an hour and a half away from me and I inquired if I could take it to a local shop and she said I could but I have to pay for the diagnosis and if they are unable to fix it or get the parts for it they will send me a replacement. All I want is my new one that I just purchased swapped out and replaced by another new one and not the hassle that they keep putting on me ULTIMATELY costing me more time and money running back and forth and paying for a diagnosis! This is less than a month old and should NOT be having such issues and I believe they are trying to push me off until the warranty runs out!

  Business Response

  Date: 06/13/2025

  Hello,

  We have reached out to this customer to help get the generator serviced. They have since confirmed that they were fully reimbursed by ****** for the cost of the generator, so this should be resolved now.

  *******

• Initial Complaint

  Date:05/19/2025

  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.

  After testing a generator for the second time, the electric starter failed to engage the motor. I filed a warranty claim and WEN Products customer service told me the starter was not covered and I would have to purchase the starter on my own. The generator has less than a half hour run time and this is a manufacturer defect I will not be paying for. The company is taking 3 weeks to correspond with me and I want this resolved as soon as possible.

  Business Response

  Date: 05/19/2025

  Hello,

  I am not sure why the agent coordinating with this customer refused the warranty request. It should be covered under warranty. I will check in with the agent and we will reach out to the customer before the end of this week to provide him his requested spare parts.

  *******

• Initial Complaint

  Date:05/07/2025

  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.

  Due to the concerns California was experiencing with wildfires, I purchased a [WEN DF480iX] on 17 Jan 2025 for $685.10 (Order # W256865) from **********************************. Received on 21 Jan 2025, initially there was no issue. Startup on generator sounds consistent however soon after the engine begins to exhibit a non-consistent "choppy" sound as shown as an example on ******************************************. Still within warranty of TWO Total Hours Run Time, I tried to contacting customer support on 29 March 2025 which resulted in NO Response. Again I tried on 14 April 2025, NO Response. Finally on 1 May 2025, I Received instructions from ********************************************************************* but none seem to fix my issue and messaged back to support on 2 May 2025. Still waiting for response as of 6 May 2025. Resolution: Received a faulty product, a product meant for times of emergency and expected to function properly. I want to exchange for one that actually works as advertises at no cost to me.

  Business Response

  Date: 05/13/2025

  Hello,

  I am sorry for the delay in response to this customer. I have made sure that our customer service team reaches out to him directly to get this resolved ASAP.

  *******

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Dec. 5, 2024 the generator was purchased from **********. After picking up the generator we assembled the generator and started it with the key and battery. Power outage occurred 02/17/2025 The generator failed to start, either with the battery or the pull start. Upon other dates and tries to get it started it failed to start. Prior to attempting to get it to a dealer for repair, I tried starting it again in warmer weather, and it started with the battery, but not with the pull start.Upon returning the product to the manufacturer they stated that the generator was broken. I requested a refund, but *** stated that was not an option and that there would a replacement issued. They said if I was unable to receive the package and canceled the shipment I would not be reimbursed. I asked if the replacement generator would be assembled. They said no, that the generator will be arriving new in a box and must be assembled. They also stated that no refunds are issued regardless of the reason for not wanting a replacement product.The generator failed to work during a power outage in the instance that a person reliant on oxygen was staying in the home. I called the Allstate Protection Plan several times and they are unable to help because the *** generator is still under manufacture warranty.*** stated if the replacement does not work, they will continue to replace the generator with a new one. I can not trust their product and will not rely on a replacement.

  Business Response

  Date: 04/28/2025

  Hello,

  We attempted to send this customer a free replacement unit as promised by our warranty statement. This happened on 4/8, which is the same day the customer first reached out to us to notify us there was a problem. Unfortunately this customer denied our request to send a free replacement unit, stating that she would only accept a cash reimbursement. Since this unit was outside the return window and purchased through a third party website, we were unable to assist her on this. After explaining this, she then agreed to have us ship her a replacement unit, which we did. The replacement unit was shipped out and then rejected by the customer on 4/11 and returned back to us. We would still be happy to replace her unit despite her rejecting the first generator. We just cannot offer cash reimbursements for units purchased from third party websites that are outside their initial return windows.

  *******

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23190903
  
  I am rejecting this response because:

  The issue is with *** and their replacement only warranty.The replacement generator that *** is offering must be received and assembled. I currently do not have the physical ability or resources to manage the package that the generator would be arriving in. *** is offering to replace the original broken generator, but the generator needs to be assembled. I do not have the resources to assemble the replacement generator. There was no disclaimer that the *** generator was non-refundable if broken.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/13/2025

  Unfortunately we cannot pre-assemble the generator prior to shipping, as it will undergo significant shipping damage if we do that. The generators come packaged in a way to minimize shipping damage caused by the carriers. If we open the package and assemble the generator, it not only will not longer fit in the box, but it also will not be able to endure travel without getting damaged. The generator would arrive damaged. I am sorry for the bad news on this.

  *******

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23190903
  
  I am rejecting this response because:

  I am requesting a refund--
  In regards to the Great Lakes Technologies LLC (***)Generator. The warranty on the *** generator does not state refunds will not be issued. Under the circumstances, when the generator failed to start due to faulty manufacturing and a broken part, an individual reliant on oxygen was put in a life-threatening situation when the generator would not start. The suffering underwent by my household at the time of the incident is severe. I am requesting a refund. Great Lakes Technologies LLC is refusing the refund request. The replacement that they are offering to send must be assembled, which will be an additional monetary cost for me. In addition, I am afraid to rely on a replacement *** generator.The *** generator purchased Dec. 5, 2024 was not needed until a power outage on Feb 17, 2025. *** generator manufacturing company, Great Lakes Technologies LLC,is refusing to refund me for the cost of the generator. The replacement generator they are offering to ship to me will accrue more out-of-pocket costs as it will need to be assembled. There is no disclaimer stating no refunds.   
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/03/2025

  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.

  I Can't get in touch with anyone from Wen Products, they are part of Great Lakes Technologies. They mfg Wen Products, i have a question.

  Business Response

  Date: 04/08/2025

  We are contacting the customer

• Initial Complaint

  Date:08/14/2024

  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.

  To whom it may concern, I am a disabled Veteran who saved for several months to purchase a generator from WEN Products for almost $800 and it was delivered on 7/9/24. It ran for less than 2 weeks and died on me. I called and spoke to customer service on 7/20 and was told I could take it to a certified repair center. Someone sent me 2 options in an email on 7/29. Both locations were an hour away. I took the generator in and after several days they said there was shavings in the carburetor bowl. I took it home and the next day it ran for 15 minutes. I drove back an hour to the shop and left the generator. It turned out now there was a manufacturers defect that caused a hole in the diaphragm of the carburetor. The shop told me they overnighted the carb. I waited another week to find out they did not order it. *** explained their certified repair shop did not get a work authorization to do any work and that I need to wait for the repair shop to send back the defective generator and after they do that and the package is picked up I should receive a refund in 5-7 days. I drove 7 hrs and paid almost $800 for a junk generator and bad customer service only to find out I could have taken the generator to any nearby repair shop. They hide who I spoke to the first time and claim they have no record of that email being sent.Called multiple times and the tone is very much too bad so sad.

  Business Response

  Date: 08/15/2024

  We had issued full credit for his purchase. He is still asking for additional compensation, however we told the customer that we have improved our processes so this doesn't happen again and that there is nothing more we can do.

• Initial Complaint

  Date:08/12/2024

  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.

  On May 28th, 2024, I purchased a WEN *****i generator and received it on May 30th. I used the generator for roughly 50 hours until it stopped starting on July 28th. I submitted a warranty claim on August 2nd, following the instructions on ***'s website. It has been 10 days so far and I have received no communication from ***, so I am filing this complaint in the hope that someone will contact me about this issue.I own many WEN products, including other generators, and this is the first time that one has failed on me. I recommend them to family and friends often. I am very disappointed that they were not responsive when I needed help with a defective product, but I am hopeful that we can get this issue resolved and that I can continue to be a loyal customer.

  Customer Answer

  Date: 08/14/2024

  
  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:07/02/2024

  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.

  Mid may I speical ordered a wen 5600k model number gn5602x. And 2 weeks ago co2 sensor went out. Wen yes has a warranty but has a clause of 500 hrs. I'm trying to live in my shop till my house is finished.. well I called had to BUY new co2 for ***** then took 9 days cause they mail ***** mail I reached out via email 2x during this waiting time no response I got new part yesterday and was told will fix co2 over heating problems which is not co2. Mean while I lost 200. In food in fridge and had rebuy food and get over 20 lb of ice for those 9 days. Part new part on a 1245pm central time july 1st. Today July 2nd over hearing co2 again. I called number and was talking to lasy around 215 pm July 2nd. After 5 min into conversation she hung up. Now they make same generator with co2 sensor on it. It's fair to me new 5600k generator without co2 sensor on be *** to my house and a written apology from owner or my lawyer will take care of it from here. I'm a disabled man low income I saved 6mths to buy this wen generator

  Business Response

  Date: 07/22/2024

  Warranty if over 500 hours, warranty is not valid. Customer ordered part but did not state expedited shipping. 

  GREAT LAKES TECHNOLOGIES, LLC (Seller) warrants to the original purchaser only, that this WEN consumer product will be free from defects in material or workmanship during personal use for a period of three (3) years from dateof purchase or 500 hours of use; whichever comes first. Ninety days for all WEN products if the tool is used for professional or commercial use. Purchaser has 30 days from the date of purchase to report missing or damaged parts. Partsand labor are covered for one (1) year under this limited warranty; parts only are covered for three (3) years under this limited warranty.

• Initial Complaint

  Date:03/10/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Order W214894, I purchased from Wen for a WEN ***** 15-******************** Wood Chipper and Shredder 1 for ******. I received delivery on 3/6/2024. When I opened the box for use on 3/10/2024 I discovered that it was filthy, caked with mud, pollen, grass, and wood shavings. They had obviously sent me a used product, opting to just sheath it in plastic and try to sell it to me as new. I request that they sent me an actual NEW product. If they want this used product back, they can send me a prepaid shipping label at their cost. THank you.

  Business Response

  Date: 03/12/2024

  We will send you a replacement right away. You can just scrap the other one it that's ok with you. If you do not want to deal with that I will send to a prepaid label for return- your call. You ***** tracking number is ************. It should ship today from our ********, ** warehouse and should have it no later than Monday 3/18. Sorry about the issue. Certainly reach out if we can be of further help.