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Business Profile

Global Positioning Systems

Garmin International Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Global Positioning Systems.

Important information

  • Customer Complaint:
    This business profile reflects national complaint activity

Complaints

Customer Complaints Summary

  • 88 total complaints in the last 3 years.
  • 38 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:01/06/2025

    Type:Billing 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.
    December 19, 2024

    QuickFit® 26 Watch Bands
    Graphite/Spark Orange Silicone
    010-13393-05
    Qty: 1

    $49.99 USD
    Subtotal. $49.99 USD
    Shipping. $11.00 USD
    Estimated Tax. $3.81 USD
    TOTAL. $64.80 USD

    The $11 shipping charge was for expedited shipping as the advertised I could get it by 12/24. Otherwise I could have had free ground shipping. According to their tracking it has not shipped yet. I tried to cancel the order but they said it was too late. I requested the refund of the $11. They acknowledged the request but did not answer back.

    Business Response

    Date: 01/10/2025

    Thank for reaching out about this.  On January 6, Garmin informed the customer that we would refund him per his request, and the refund was provided to the customer on January 8.  Garmin believes that this matter has been resolved to the customer's satisfaction. Thank you.

    Customer Answer

    Date: 01/13/2025



    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.




    Sincerely,



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

  • Initial Complaint

    Date:01/03/2025

    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.
    Customer service has repeatedly failed to provide assistance upon request for products they sell. I just purchased a $1300 watch. I need a charging cable which I have difficulty locating on their website. I have sent three emails seeking assistance never received one response. I consider this breach of contract.

    Business Response

    Date: 01/06/2025

    Thank you - Garmin has reviewed its records and did receive and timely respond to the various communications that the customer sent.  Per a response that Garmin received from the customer early this morning, it appears that Garmin's responses ended up in the Junk folder of his email account. Garmin has also followed up with this customer an additional time with a direct link to the charger, should he need the link in the future. Garmin considers this matter resolved. Thank you.

    Customer Answer

    Date: 01/07/2025

     

    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.




    Sincerely,



    **** ******

  • Initial Complaint

    Date:01/03/2025

    Type:Product 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.
    On 12/30/24 I was contacted by ****** ****** (debt collector) about an outstanding balance with Garmin Co. On 1/2/25, I called ****** ****** to inquire about the amount and to pay the outstanding balance from 2022.

    Subsequently, I called Garmin to determine how I had been referred to a debt collector. They initially told me that my account was in good standing and had been since its inception. They later called me and let me know that at some point in 2022 I had an overdue balance. They told me to contact the debt collection agency for a refund, since I had paid the overdue balance to Garmin in 2022.

    I later called Garmin asking them to complete three things:
    1. Garmin to provide me the duration of time that the balance had been outstanding.
    2. Garmin to provide me the 2 letters required by law that states my account would be referred to a debt collector.
    3. Garmin to call the debt collector and ask them to issue me a refund.
    The representative said she could not perform these actions and would have to escalate to her manager, who returns on Monday, 1/6/25.

    I am asking Garmin to swiftly take the 3 actions above AND to:
    4. Write a letter to all three credit bureaus asking that my credit score not be adversely affected as a result of their mistake.
    5. Write a letter to me outlining their mistake.
    6. Apply a year's worth of services to my account ($215.63) as restitution for the impact to my time and credit score.

    Business Response

    Date: 01/14/2025

    Thank you for reaching out about this.  Due to the low amount of the balance, there was nothing sent to the credit bureaus, and therefore, there was no adverse action taken as to the customer's credit rating with respect to this particular balance. Garmin is in the process of arranging for a refund of the amount that this customer paid to the agency, as well as providing a good will credit of $100. Garmin is also in the process of checking all of its records with this agency to ensure accuracy. Thank you.

  • Initial Complaint

    Date:01/02/2025

    Type:Product 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.
    I purchased a smart watch from the Garmin website directly. I paid $18 for one day shipping. I received an email indicating it would take 8-10 days for shipping. This was yesterday. I checked the status today and it says the item hasn’t shipped yet. The real issue, however, is there is no way to contact Garmin customer support about this. The website keeps taking me around in circles and the only phone number available is for troubleshooting product malfunctions. I have spent over an hour trying to find away to contact anyone at Garmin for assistance.

    Business Response

    Date: 01/10/2025

    Garmin will contact this customer directly to try and resolve this. Thank you.

    Business Response

    Date: 01/10/2025

    Garmin's records show that the customer received her device on January 6 and that Garmin has approved the refund of the shipping cost of the device. Garmin believes that this matter has been resolved to the customer's satisfaction. Thank you.

  • Initial Complaint

    Date:12/26/2024

    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.
    I own a Garmin Venu Sq 2 watch which is in warranty until mid-Jan 2025. For the last 2-3 months I am having 2 problems - 1) It does not record the heart rate correctly many times, 2) it disconnects and reconnects with my phone very often even though the phone is close by.

    About the heart rate problem, I had called Garmin about 2 months ago and the lady said to reset the watch whenever this happens. I try to do so which works for sometime and then the problem occurs again. The lady had said if this keeps on happening, they will replace the watch.

    So, I called today and talked to ******** She said the watch must be recycled every week which I have never heard of. My wife owns a ******* fitness watch and we have owned ****** watches in the past and none of them had to be recycled once a week.

    I am an electronics engineer with a Masters degree and have worked in this industry for over 43 years. I am convinced that this is a defective watch and am asking that this watch needs to be replaced under warranty at no cost to me.

    Thanks,
    ******** *******

    Business Response

    Date: 01/10/2025

    Garmin will contact this customer directly to try and resolve this. Thank you.

  • Initial Complaint

    Date:12/19/2024

    Type:Billing 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.
    I ordered a watch on 12/8 and was notified that it was delivered on 12/14. It was not delivered so I contacted Garmin on 12/18. Garmin would not send a replacement watch advising that their internal policies required an investigation. Their suggestion was for me to call the postal service to try to find the watch or to order another watch at a cost of $250 so it could possibly arrive in time for Christmas. They indicated that it would likely take another 7-10 days for them to finish their investigation at which time, they would decide if they would refund the money to me.

    Business Response

    Date: 12/23/2024

    Our records show that we shipped this customer the requested replacement
    on December 19 and arranged for it to be delivered via next day shipping. 
    The customer should have received her replacement order already. Thank you.

    Customer Answer

    Date: 12/26/2024



    Complaint: ********



    I am rejecting this response because: I returned the watches and am waiting on reimbursement. 



    Sincerely,



    ***** *****

    Business Response

    Date: 01/03/2025

    Garmin has received the customer's returned products.  The requested refund should be received soon. Thank you.

  • Initial Complaint

    Date:11/18/2024

    Type:Product 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.
    Prior to relocating to Australia for my job with the DoD, I purchased a Garmin Download for Australia/New Zealand, Order Number: 1***********, Ordered on 10 September 2024. Download: City Navigator Australia & New Zealand NT *********-00.
    When I arrived in Australia and attempted to use the Garmin in Australia, the maps did/do not work. I attempted to download them again several times and double checked my Device was good. It was. I contacted Garmin to request help and received no response. I contacted Garmin again to request a refund, then started to receive advertisements to purchase more Garmin product but nothing about the refund. The download is expensive and does not function.

    Business Response

    Date: 11/21/2024

    Garmin will reach out to this customer directly to try and resolve this. Thank you.

    Business Response

    Date: 11/25/2024

    Garmin continues to try and contact this customer to try and resolve this.  Once Garmin is able to connect with him, we will work with him to try and reach a resolution. Thank you.

    Customer Answer

    Date: 11/28/2024

     

    Complaint: ********



    I am rejecting this response because: Garmin has reached out to me. At this point, I just ant a refund.  Their product does not work.  I cannot be properly downloaded. It left me with more expenses to resolve my travel issues. Garmin sent an email stating that they would refund me. But this message in the BBB message center is contrary to what Garmin sent me. See attachment.



    Sincerely,



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

  • Initial Complaint

    Date:10/18/2024

    Type:Billing 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.
    - October 7th, 2024
    - $24.99 per month ($300 per year)
    - Was induced by Garmin to exit my contract & enter into a more expensive contract on the premise of access to photo & voice messaging.
    -Garmin non-performanced on photo & voice messaging.
    -Reached out to Garmin Support & was advised that my InReach mini 2 did not support photo & Voice messaging.
    -The service agreement nor the email solicitation did not specify specific devices in which the service was offered to simply that it is compatible with ******* ********* App.

    Thank you,

    Business Response

    Date: 10/25/2024

    Thank you for reaching out.  Garmin’s website, including webpages
    that discuss voice messaging and photo sharing make it clear that those
    features are only available with select devices.  The customer would have
    seen such messaging when he reviewed the materials to select his new
    subscription.  However, Garmin did already work with this customer to
    switch from that newly agreed-to subscription to a different subscription that
    better suits his needs and his device’s capabilities.  Garmin believes
    that this matter has been resolved. Thank you.

  • Initial Complaint

    Date:10/08/2024

    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 bought a new Edge cycling computer/GPS device (Garmin 840) and it appears that it has sacrificial tabs to connect to a quarter turn mount. These tabs broke when I was fitting my computer to my bike so I ordered a (costly!) replacement from Garmin on 29th September 2024 with expensive expedited shipping. I heard no updates so contacted customer support on 8th October 2024 and was told that my order had been split because the tabs were on back order now (they were in stock when I placed the order) and there was no ETA for when they would be back in stock. When I asked to refund the order I was told this was not possible because the second item in my order had just been shipped so I have paid for expedited shipping for only part of my order which should just have been canceled and refunded as I requested. I find it unbelievable that Garmin would place a sacrificial part on their cycling computers and then fail to stock them. So now I am unable to use my cycling computer for an indeterminate amount of time. Maybe it is time to consider a competitor? You are better than this, Garmin.

    Business Response

    Date: 10/17/2024

    Thank you - We are reaching out to the customer directly to resolve this.

    Customer Answer

    Date: 10/20/2024

     

    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.




    Sincerely,



    ******

  • Initial Complaint

    Date:09/23/2024

    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.
    My exercise requires me to monitor my heart rate,,the problem is I just ordered another heart rate dual monitor,,this is my third one and the other only lasted 2 years,,considering I don't ride in the winter and here in Canada we have only 4 months of riding,,meaning in 2 years I only used the heart monitor 8 months in two years and it no longer works,,does not look good for Garmin products, or for me who has to cash out 80 dollars to buy a new one every time

    Business Response

    Date: 10/02/2024

    We have been able to contact this customer and resolve this matter to his satisfaction. Thank you.

    Customer Answer

    Date: 10/02/2024



    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. Garmin resolved the issue and is sending me an updated heart monitor that is supposed to be better then the model I have,,it speaks highly to their staff and management ,,their happy,I'm happy and I stand by their product



    Sincerely,



    ***** ******

Garmin International Inc. is NOT a BBB Accredited Business.

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