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:06/26/2023

  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.

  I have had a issue with my watch I purchased directly from the Garmin company the day it was released. I have the original watch malfunctioning on me and sent back only for it to happen again. My third watch the music stopped work and I was told by the company they had issues with that and now the forth watch is broken too . I would like anything but the same model or a refund but not the defective model again.

  Customer Answer

  Date: 06/28/2023

  My issue has been resolved. Garmin international reached out to me for a full refund. I am happy and thankful for BBB, helping me  against a large company. Problem solved. 

• Initial Complaint

  Date:06/21/2023

  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.

  4/16/23 placed online order and paid $317.98. ***** ************* for 2 fitness trackers. The items ordered were never received. Customer service was unprofessional and stated it was not their concern that they did not deliver the products paid for. They stated it was my problem and I had to deal with the USPS. Upon contacting the USPS, I was told the items never left Kansas at the Seller's location.

  Customer Answer

  Date: 06/23/2023

  Hello:
  
  My complaint has been resolved. I received a refund from ****** for the purchase price.
  
  Please close the case.
  
  Thank you
  ****** ************

• Initial Complaint

  Date:06/11/2023

  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.

  Garmin offers a service and product, inReach Explorer SE
  
  This is supposed to be a lie saving device.
  
  The device does NOT work as advertised
  
  Just this last weekend, the account was locked and unable to use the product over the entire weekend and no way to get in touch with the company.
  
  Is this how modern life saving devices work? You need to send a msg or get help and you have to wait for a week to get in touch with someone to unlock your product?
  
  This is a DANGERIOUS PRODUCT that does nothing more than offer a broken 50/50 service, web-portal and app, ALL of which are not fully develoiped
  
  Others need to know that this is nothing more than a kids toy

  Business Response

  Date: 06/12/2023

  The customer can connect with our product support specialists by visiting our Support Center at support.garmin.com.  If the device is defective and within warranty, then it would be repaired or replaced free of charge.  Thank you.

• Initial Complaint

  Date:04/10/2023

  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.

  I purchased a watch from Garmin. The watch completely crashed after only a few months. Because it was in the warranty window I reached out to have it replaced. The person on the chat told me they'd get a new one sent out asap and because I was upset they would send it next day at no charge. I sent my old watch back per instructions and got my new one with no issue. Then a few days later $300 was withdrawn from my account because they sent my new watch next day. In the chat with the agent I expressed MORE THAN ONCE in clear direct language that I could not afford the $300 and to send it the free way. Then they refused to refund my money or to give any advise and just kept closing the chat refusing to help me. If there is a way to pull up the chat it is clear that I requested to NOT be charged.

  Business Response

  Date: 05/23/2023

  The customer should have received the funds back now if Garmin has received her original device back.  Can the customer say whether their funds have now been returned?

• Initial Complaint

  Date:02/28/2023

  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.

  I purchased a system years ago to track my hounds. I purchased this system and maps for it were included. I also purchased maps beyond that. The reason for this system was that it came with the map. A couple years later the system broke. i then contacted garmin they said no problem give us $200 and we will send you a fix. I did. the new system came. The new system now came and i cannot use my maps i purchased. I called and was told i can give them $300 more for the maps i need or i can sell my unit, or pay $700 for another unit that has it.

  Business Response

  Date: 03/02/2023

  We are in contact directly with the customer to resolve this complaint.  Thank you.

• Initial Complaint

  Date:02/06/2023

  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.

  I have a forerunner 955 from Garmin. It doesn't record the correct power data from the smart trainer. The custom representative kept saying it is the smart trainer's problem, while in reality only this garmin watch recorded the WRONG data. Other devices recording the power data along with garmin simultaneously have NO issues. The representative HUNG UP the phones twice on me. I guess garmin just won't stand for the quality of their product.
  
  ****************************************************** this activity showed the watch recorded a ridiculous over 1000W data.

  Business Response

  Date: 02/06/2023

  If the customer purchased this device within the last 12 months, then it would be under warranty and if it is defective it could be exchanged for another device or for a refund.  The customer could visit our support center at ****************** to initiate warranty service.  If the device is out of warranty, then ****************** could go through the out of warranty options with the customer.  Thank you.

  Customer Answer

  Date: 02/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: The problem is that they don't want to honor their warranty. They don't acknowledge it is their problems and point fingers to something else. They just hung up the phone on me TWICE. It is a big waste of time spending over an hour on the phone. The customer service is just so bad.
  
  Regards,
  
  **** *****

  Business Response

  Date: 02/07/2023

  If our product support specialists spent an hour on the phone and could not identify a defect in the Garmin device then we do not have anything else to add here.  Thank you.

  Customer Answer

  Date: 02/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: most of those one hour spent was on holding. The bottom line is that my smart trainer broadcast the power data to garmin and one other device. My other device reported the correct data but garmin didn't. Your customer specialist insisted it is the smart trainer's problem though my other device has no issues with it. This is to me either unwillingness or reluctance on your side to honor the warranty. I have been with Garmin for 10 years, and I think this will be my last garmin device.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/03/2023

  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.

  I purchased brand new vehicle from Honda Canada that comes with 5-year free navigation updates in 31st of August 2017. From warranty booklet (attached) "The 5-year free update period starts at approximately the time the vehicle reached 200 miles". In July 2022 (4 years and 10 month since the vehicle has been purchased), I have tried to update the maps on my vehicle using Garmin's supplied software. Software informed me that free navigation updates are expired for my vehicle.
  Contacted to Garmin's representative, explained the situation. Representative directed to contact Honda Canada instead. Asked for a case number and written refusal to provide an update- representative refused to open a case and suggested to contact Honda Canada instead. Contacted Honda Canada and was informed that Garmin is responsible for map updates and warranty and not the Honda. Contacted to Garmin again with same result-refusal to provide an update, directed back to Honda, however was given a case number with them- **********.
  Called Honda-opened case with them-had assigned mediator-brought car to dealer for them to install an update, which they could not do as Garmin system did not allow.
  Got referred back to Garmin by mediator with response:
  
  Your 2017 Honda Accord came with 5 years of complimentary map updates provided by Garmin. Roadsport Honda confirmed that on your recent visit at the dealership on August 2nd 2022, they were not able to update the navigation system. The maps updates and downloads are distributed and supported by Garmin. We would recommend that you contact Garmin for any further questions or concerns at *************.
  
  To the date garmin refused to provide updated map even though Navigation has been purchased with the 5-year updates during the vehicle purchase

  Business Response

  Date: 02/03/2023

  It would be helpful to know when the customer last updates the maps because it is possible they had the most recent update available at the time they tried to update it in August 2022, depending on when they last updated the maps before that.

  Customer Answer

  Date: 02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:  The latest installed map is 2021. The system would not allow me/ dealer to update to 2022 map (that was released in 2021), nor to 2023 map that was released during the warranty period e.g."five years once vehicle reaches 200 miles" (both Honda/ Garmin websites).

  Regards,
  
  ***** **********

  Business Response

  Date: 02/17/2023

  The customer could visit our support center at ****************** to be connected with a specialist who can troubleshoot the issue.  There might be technical reasons why the update didn't work, which the specialists can help to troubleshoot.

  Customer Answer

  Date: 02/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: I did exactly the proposed several times before, and Garmin was not willing to help, nor to address the issue, nor to even provide the case number. It took several calls and escalations just to get the case number from Garmin. The only solution that was suggested is to bring the issue with Honda. Separately, I brought the vehicle to dealer, that dealer was unable to install the update. Dealer contacted the Garmin for support, and support informed that navigation expired few years ago due to the fact it was activated in 2015. That would be impossible, due to the fact that car has been manufactured in 2017. 
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:02/03/2023

  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.

  I recently got a new phone & loaded all my apps into it. My Navionics Boating app (owned by Garmin) doesn't work properly. I contacted the company & at first they were very responsive. I/we tried all of their suggestions to fix the problem, spending hours of time, but they were unable to fix the problem. It's a paid subscription account & I've paid/my account is up to date. They acknowledged the problem & verified the app should work properly on my new phone. They have stopped communicating with me. Can you help me please? Thanks

  Customer Answer

  Date: 02/07/2023

  they got back to me & fixed the problem.
  i guess it was a different part of their tech department.
  please cancel this complaint if possible. thank you!

• Initial Complaint

  Date:01/31/2023

  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.

  I wrote an email to Garmin a week ago about some issue about my watch that was unable to solve, they tell me if the watch is unable to turn on will offer me one time warranty since my watch is out of warranty, they also gave me 2 option: 1 is future ship which will replace the watch when received my old watch, 2 is ship now which will need deposit then if they received my old watch will return my deposit.
  I choose the 1st option to send my old watch first, I replied the email and never heard back, I have sent two more emails after that to see if there is any updates or any paper i need to fill in in order to get the watch shipped.
  
  They didn’t reply me anything, the watch couldn’t turn on is clearly the system issue because the watch will constantly flashing blue triangle instead of not turning on.
  
  If they couldn’t do the first option why will promised customer at first , this has never been happened to me before, if you promised customer then you should do it instead of not responding anything, I’ve wasted so many time and energy on this.

  Business Response

  Date: 02/01/2023

  We are contacting the customer directly to resolve.  Thank you.

  Customer Answer

  Date: 02/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:01/07/2023

  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.

  I purchased a garmin watch from an authorized garmin dealer. Garmin had a rebate program going over the holidays. I purchased the watch and submitted it for the rebate. I provided a picture of the receipt, the serial number of the watch and the garmin rebate form itself. After going back and forth with garmin, they have denied my rebate request. Stating at first the serial number did not qualify, after I proved that wrong they are now stating that I had to purchase the watch from garmin itself, that is not what the rebate form specified. It’s a $150 rebate on a $2000 watch. They are not honoring their rebate program and pulled a bait and switch to convince people to buy the watch and not honor the rebate.

  Business Response

  Date: 01/09/2023

  Please can the customer attach a copy of the rebate form?  Thank you.

  Customer Answer

  Date: 01/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ******* ******