Complaints

This profile includes complaints for W. E. Aubuchon Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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W. E. Aubuchon Co., Inc. has 109 locations, listed below.

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• 

  W. E. Aubuchon Co., Inc.

  95 Aubuchon Dr Westminster, MA 01473-1470

• 

  W. E. Aubuchon Co., Inc.

  209 Kennedy Dr Putnam, CT 06260-1628

• 

  W. E. Aubuchon Co., Inc.

  34 Pearson Blvd Gardner, MA 01440-3910

• 

  W. E. Aubuchon Co., Inc.

  26 High St Clinton, MA 01510-2907

• 

  W. E. Aubuchon Co., Inc.

  65 Massachusetts Ave Lunenburg, MA 01462-1212

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:02/25/2025

  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.

  I purchased a brand new Husqvarna snowblower for $1200. The very first day using it, it broke. They asked me to return it so they could look at it, and their technicians said that it failed due to some thing I did. The fact is, all that I used it for was to snow blow, which is its intended use. It did not make it through one full day of use without failing. I do not understand how you can sell a $1200 product and not back it up. If it does not survive one day being used the way it was intended to be used. It malfunctioned within the first few hours of Use. When they called me to tell me their decision, they told me that the good news is that the part that is broke is cheap to replace and fix, but that I am responsible to purchase the part and to do the work. Based on the poor quality of the unit in general, I do not want it and have zero interest in investing, more money into such a cheap, inadequate piece of equipment. I do not think that it is right that a large company such as Aubuchons is unwilling to do anything at all to help out a customer who has spent quite a bit of money there over the years. It is a snowblower, I used it to Blow snow. Within five hours of Use, It failed.

  Customer Answer

  Date: 02/25/2025

  Another thing I forgot to mention is that the assistant manager of the Ticonderoga Store agreed with me no matter what the official return policy is, he felt responsible to do whatever is necessary to resolve this because $1200 is a lot to just lose like that. He also said that even if I hit a rock or something, its considered typical use. The technicians said that I had to have hit something, Im not saying that I didnt, Im just saying that Im unaware of whether I did or not. I also told them that the noise is currently making, was there prior to me ever actually engaging with any snow, it just wasnt as loud. It got progressively louder and worse throughout the day.

  Business Response

  Date: 02/27/2025

  Greetings and salutations,

  My name is **** ******. I am the Inventory and Operations Manager for the Northwest Region of The Aubuchon Company. I was asked to look into this complaint and I am sharing my findings here. I also feel I should mention that I have tried this a few times and my prior attempts had error messages so I assume that they did not send to you. If they did, allow me to apologize now for the repetition. I spoke with the manager in the *********** location. The Husqvarna ST-224 snow Blower was brought back and the customer stated that the machine failed during normal usage of moving snow from the recent storms. The Ticonderoga Team looked at the machine to discover the reason for it's failure. The secondary auger was very much marred and broken. While the customer states they used it for moving snow and I am not arguing that that was their intention. The machine was moving more than snow and ice. The auger was scarred in a way that would make one assume that it was used to clear a gravel drive and that the gravel passed through the machine damaging the auger and finally causing it to break. The auger looks as if someone grinded the arms against concrete (see pictures attached). 

  The location manager did offer to the customer a compromise. If the customer would purchase the part. The *********** location would install the part at no charge for labor. The *********** location is a repair location. They are not a Husqvarna Warranty Location. I am in no way implying that this is or could be a warranty issue. The damage to the auger is severe and not caused by normal usage of moving snow. Thank you and have  a wonderful day. My contact information is below. 

   

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

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

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22987692
  
  I am rejecting this response because: although I cannot confirm or deny, whether or not I came in to contact With a rock or some other object, I do not think that is the defining factor in the situation. Snowblowers have a sheer pin Fail safe system in place Designed to fail for these exact circumstances Proving that it is inevitable To occasionally come in into contact with a piece of material that is capable of damaging the snowblower. I purchased the snowblower at 8:30 AM for approximately $1100, within two hours of use It had failed. As a consumer and business owner myself, I cannot comprehend how or why Aubochaun Hardware Is even attempting to not make this right by me. I have zero interest in having it repaired or replaced with a new unit, because based on my experience, I have no reason to think that this will not happen again. I have multiple snowblowers ranging from a $3500 ***** all the way down to a $1200 cub cadet, Each and every one of them has been able to withstand the occasional rock or piece of ice. I am flabbergasted that a company of this magnitude does not simply choose to do the right thing by a customer who has spent thousands of dollars in their stores over the years. Truth be told, even if it puts me further into the hole, my next step is to contact an attorney and continue to fight this. For me, this is no longer a financial Endeavor, its  a moral endeavor that is centered around what is simply right or wrong. I spent $1200, used the snowblower for two hours for its intended purposes, and it failed. How am I not entitled to a reimbursement? I am completely and utterly disgusted that I even have to spend my time defending my point. Although I am disgusted, Im not going to stop. do the right thing Aubuchon hardware
  
  ****** ******

  Business Response

  Date: 03/03/2025

  Greetings and salutations,

  While yes all snowblowers have a shear pins on the main auger that is designed to break when something large enough stops the auger to avoid damaging the transmission. The secondary auger does not. I have no way of knowing what the machine encountered to cause the damages to the secondary auger. I am willing to cover the cost of the part and the labor to replace said part. the machine did not fail due to defects in material or manufacture. You are welcome to take the machine to an authorized Husqvarna repair center to see if they will cover under warranty. Their warranty does not cover refunding the cost of the machine. If we refunded the machine we would have to repair and sell as used. Therefore I am willing to go as far as paying for the part and the labor to repair. Thank you,

• Initial Complaint

  Date:09/07/2023

  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 rented a carpet cleaner from aubuchon for $97. It was dirty when I received it so I had to clean before using. I cleaned it after use to a standard that was much cleaner than how I received it. When returning the carpet cleaner, I was told it was dirty in one spot so I would not get a return on the deposit. I brought it home and cleaned it again. When I brought the carpet cleaner back again, I was told I was getting the deposit back. Instead they charged me an additional $90 and refuse to reimburse that charge or give back the deposit. The person who took the return has since hung-up on me when asking if they could check transactions on cards.

  Business Response

  Date: 09/12/2023

  ******************,

  Thank you for letting us know about the incident in ***** regarding the carpet cleaning rental.  That is not the level of service we strive for or are known for.

  Please accept my apologies for the behavior of this person who questioned you or hung up on you.  We are taking care of that at store level as we take that very seriously.  

  I have attached the 2 receipts that we have for your transaction.  One has the rental fee, deposit fee and a tarp you purchased.  The other has the return of the rental deposit. 

  I have no record of a second charge, so I cannot reverse it.  Could you please respond with a copy of the second charge so that I may pull those numbers from the transaction log to initiate a refund for you?

  Because this is not the type of service level we deliver to our friends in the ***** area, Crystal the Store Manager also has a gift card for you because we want to make this right for you.

  Thank you again for taking the time to reach out for a resolution to this.  If you would like, please email the second charge document directly to me at: ********************************************.

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

  Northeast Director of Sales and Operations

  Customer Answer

  Date: 09/12/2023

   
  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:08/13/2023

  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 purchased bolt cutters a few days ago to try to get a lock off my outdoor shed. They did not fit into the lock so I was unable to use them. I went in today with my receipt to return them as I was unable to use them due to the wrong size. I brought in my receipt as well which clearly showed I just purchased them a few days ago. They refused to take my return even though they could clearly see I just purchased them a few days ago- it hadnt even been a week. I explained why I needed to return them and was told I couldnt because they were rusted and chipped at the end and they Couldnt resell them on their shelf which honestly isnt my problem, I purchased them like that and you can clearly see the tag still on them and honestly the majority of people returning items is because they are wrong or broken which would not be able to resell. Regardless, I explained I purchased them that way because they only had 2 on their shelf, these ones I purchased and the other pair which was broken at the handle. The person told me again he couldnt accept them and grabbed his manager. The manager told me the exact same thing and I told him I just purchased them a few days ago like this and there was no way they would rust within a couple days in door and that they had these on their shelf with another pair which was broken and to go check his shelf to verify my story. The even still had the tag in them. I showed him my receipt which clearly showed I purchased them only a few days ago. Again he refused to accept my return. They should have to accept my return. Its not my fault they put s***** products on their shelf to begin with for customers to buy. Its not my problem they cant resell it. I purchased them like that and was unable to use them and provided my receipt. With it only being a few days since purchase I feel they need to honor my return. Poor customer service, poor products, poor business practice. This should be rectified.

  Business Response

  Date: 08/16/2023

  Thank you for alerting us to this issue.  We are sorry about the trouble this has caused and will offer a full refund for the item.  Craig, the Store Manager will be happy to issue the refund for you.

  Thank you for letting us know,

  Customer Answer

  Date: 08/22/2023

   
  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:02/27/2023

  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.

  On 12/17/22 I purchased a ***** **** generator for $2399.00 and when I opened the box last weekend the start k*** was in the ON position from the factory and the unit wont start. I called the store manager and he stated this is a known problem and he would take care of it. I never heard from him again as he went on vacation over a week ago. I have repeatedly called the store and corporate offices and have yet to speak to a person capable of refunding my money. One employee told me its just like buying a used car, when you drive it home and it doesnt start the next day, its your problem. I reminded this employee I did not buy a used car I bought a brand new unit visibly broken when the box was open. She then told me that the problem was mine and if I wanted the brand new generator to start I had to take it to their repair person in a different town and have it repaired. This is atrocious! The store manager acknowledged they sold me a broken-new-in-the-box product and say its my problem to get it to work!! II formed this person Thursday I was contacting BBB and Corporate was notified of this problem by the store manager on 12/19/22 as confirmed to me on Thursday. I have called/emailed several times, so the delay at this point is intentional, as they are open 7 days/week.

  Business Response

  Date: 03/14/2023

  ***************************** and her husband, *********************** came into the store and a refund was issued to the customer to take care of the issue.