Complaints

This profile includes complaints for Black & Decker (U.S.) Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Black & Decker (U.S.) Inc. has 16 locations, listed below.

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• 

  Black & Decker (U.S.) Inc.

  701 E Joppa Rd Towson, MD 21286-5559

• 

  Black & Decker (U.S.) Inc.

  5050 Factory Shops Bv #1005 Castle Rock, CO 80104-1922

• 

  Black & Decker (U.S.) Inc.

  1300 N Interstate 35E Carrollton, TX 75006-3880

• 

  DeWalt Industrial Tool Co

  Wethersfield, CT 06109

• 

  Black & Decker

  4229 S 84th St Omaha, NE 68127

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:05/07/2025

  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 two Black and Decker tankless heating units, 2.6 gpm for a small bathroom and 6.2 gallon for the rest of the house. Both units fail to properly regulate temperature, I am either burned by scalding hot water ( water so hot that it trips a safety feature in the unit that shuts it off until it can be physically reset ) or frozen by long bouts of cold water (assuming the unit is still even ON). The temperature is never comfortable even when the units are working "properly" (in quotes because the units never work as promised under any circumstances. I have had the units for 6 months and Black and Decker refuses to refund the costs I have incurred for making the mistake of trusting them with my business.I do not want another unit, these are not faulty in the sense that a replacement will operate better, they are poorly engineered for the purpose of consistently, reliably, and safely heating water, and I want no part of Black and Decker's failures to be in my life, at my expense and personal risk, under any **************** expectation is for part of the installation fees (specifically the portion that is only required because Black and Decker provided flawed products) not for the entire cost of installing the wiring and drilling anchors into tile, because those cost are not specific to the unit, I would have done the electrical work for any hot water heater in the same location. I simply want the money to have a replacement installed where the Black and Decker units were installed.

  Customer Answer

  Date: 05/21/2025

  invoice that includes the tankless hot water heaters

  Business Response

  Date: 05/22/2025

  Hello and thank you for bringing this to our attention. 

  While we are sorry to hear that the units did not work to the consumer's satisfaction, there could be many outside factors that impacted the units to not work at their full capacity.  For Example, improper installation, insufficient electricity, inconsistent water flow / pressure, and more.  The units' performance is very much sensitive and linked to these outside factors that could potentially cause the failures described in the complaint.   

  Unfortunately, the terms of the warranty, which are accepted by the consumer at the point of purchase, explains that we (Paragon) are not liable for any labor or damages outside the cost of the unit.  Hence, why we do not cover any installation, labor, parts, maintenece, etc. associated with the unit(s)

  Our warranty covers the unit itself should there be any defects deemed.   Hence, why we are willing to offer a replacement, for which the Mr. ********* is refusing. As a courtesy, we are happy and willing to help Mr. ********* return the unit to ************** for a full refund should he wish to do so.

  Please let us know how we can further assist.

  Thank you.

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

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

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

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23297885
  
  I am rejecting this response because: 

  In ************ Manufacturers, Distributors, and Retailers are responsible for costs associated with products that fail to perform their function safely and reliably, for example, installation fees, electrical wiring, plumbing, anchoring, and other such costs specifically required for the device to operate. The manufacturers warranty is irrelevant; such warranties do not change laws, they may act as supplements to the law in the event that the law does not provide consumer protections, but those warranties do not forgive the obligations of the sellers of bad products. To simply the concept for you; a warranty is the opportunity for an organization to prove that they are dedicated to customer **********************, it is not a way for an organization to cut costs and protect themselves from rightful claims of product failure.

  The product is not installed incorrectly, and if it is, it should not be possible to use the unit. A well designed water heating system adapts to the rate of water flowing to the point of use. It is unreasonable to say that the unit is using too much water or not enough water; all hot water heating systems are expected to safely deliver the correct temperature of water at any rate determined by the valve at the point of use. I reasonably expect to be able to use a small amount of water to rinse my hands, or dishes. Both units fail at this task. If I do not use enough water the unit will not turn on at all, the hot water tap will deliver a slow stream of cold water. If I turn the flow of "hot" water up enough to trigger the device to turn on, but not fully opening the valve, either unit will quickly overheat and burn me. If you attempt to use cold water and hot water simultaneously to control the temperature the use of cold water reduces the water pressure and creates the same problems as using a lesser amount of hot water flow. These are not installation issues, these are problems with the regulation of temperature within these devices that apply to both devices. These units should deliver the correct amount of energy to the water based on the flow rate and temperature of the water, there should be no possibility of overheating the water based on conditions that are normal for any household usage. Flow rate control at the point of use is a standard of hot water use in homes in most countries in the world, the failure of these units to safely and reliably perform this basic function is unacceptable.

  Similarly the units are broadly incapable of heating water to an appropriate temperature if the water is even marginally colder or the volume of water is "too high". Neither product should be capable of accepting more water than it can heat, yet that is one of the claims that Paragon et al. is making. Too much water because of improper installation. Flow Rate Control is one of the most basic concepts in plumbing and water conditioning. If the unit can't limit the flow rate to the degree that the unit can heat, that is a design flaw, not an installation issue. Regardless, it is virtually impossible to connect a pipe of the wrong size to these types of units, they have plumbing connectors that reduce to a specific diameter. The fact that the water is both too hot and too cold indicates that it is not as simple as the installation delivering too much water, or not enough water, it is the unit itself that cannot regulate temperatures in response to demand within the parameters delineated in the documentation, and reasonably expected per industry standard household usage.

  I will not, under any circumstance, be transporting, packaging, delivering, or otherwise handling Paragon et al.'s devices without pre-payment and debt balancing compensation for all costs I have incurred BEFORE I begin any such work. I am only asking for reasonable compensation so I do not incur a loss of over 1,000$  for giving Paragon et al. a chance to earn my business. You lost my business, and my trust. Why waste any more time or money?

  I am legally owed a full refund for the products, I am not obligated to to do any work to uninstall or deliver Paragon's products to anyone without fair compensation. If Paragon paid for the installation and removal of the product that would be reasonable. The scenario in which I, the consumer, am incurring costs and doing work to compensate for the failures and responsibilities of Paragon et al. is unacceptable. Remit the refund for both products with no further obligations on either side and I will deem that acceptable. If you demand the return of your product then I demand compensation for all costs incurred, as well as my work/time.

  Let me remind you that you are legally liable for all of the costs, regardless of what your procedures and internal practices tell you to say to customers. Seeking this resolution through the BBB, only asking for a refund, is a simple compromise.

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 05/27/2025

  Hello Mr. *********************** you for your response. While we understand that you reside in the state of ************, our Limited warranty states that all requests would be arbitrated in the state of **********, under New Jersey Law.   It is within your right to challenge the legality of this claim; however, this matter would then have to be handed over to our legal department for further handling and I would request that the BBB close the issue moving forward.
  
  Your assumption of how the product works is incorrect.  A miswiring of the unit could cause the heating elements to not activate at full capacity or at all.   There have been many instances where electricians with decades of experience have mis-wired the unit, causing the unit to not function.  We would be more than happy to review the wiring together with you to make sure it was done correctly.   There are cases where unit will still turn on the ********* and the digital panel with 120 Volts of current,but the heating elements arent receiving a full closed loop current of 240V;and therefore, not powering on at full capacity.  As you can aww, there are many different scenarios I could mention here, but it is very important to understand that the unit MUST be wired accurately to optimally perform.    
  
  In addition, I mentioned in my initial response that if there is any fluctuation in pressure or flow, this could cause the temperature of the water output to fluctuate.  You must remember with a tankless electric unit, where water is making contact with a high temperature heating element to instantly drive the temperature of that water up significantly.  If the water flow/pressure drops of any reason, the water temperature will rise instantly or if it drops below the minimum activation rate, the heating elements would shut off and stop heating.  We always recommend a pressure and flow regulator before the unit.  The unit will adjust the heating of the element accordingly with the inlet and outlet thermostats. The units themselves do not limit flow rate.
  
  Again, we are willing to trouble shoot the units further over a call.  If deemed defective, we can offer you a replacement.  Per the terms of our warranty, Paragon is not liable for any labor or damages outside the cost of the unit.   As a courtesy, we are happy and willing to help with a return the of the units to The ********** for a full refund should you wish to do so. 
  
  Please let us know how we can further assist.
  
  Thank you.
  
  ******* *******
  ************* ***
  *******************

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23297885
  
  I am rejecting this response because:

  **********, like many states, follows the doctrine of strict liability for defective products. This means a manufacturer can be held liable for injuries or damages caused by a defective product, regardless of whether they were negligent.
  Installations and Materials:
  If a device is defective and requires installation or materials to be functional, and those installation fees and material costs are a direct result of the defective product, the manufacturer might be responsible for those costs.
  Examples:
  If a defective appliance requires a specific type of plumbing to be installed, or if a defective engine needs a particular type of replacement part, the manufacturer could be held responsible for those installation and material expenses.

  Additionally; New Jersey's consumer protection laws, particularly the Consumer Fraud Act, aim to safeguard consumers from deceptive and fraudulent business practices. The Act is broadly interpreted and allows for "treble damages," meaning the consumer can recover three times their loss, plus attorney's fees. It also protects consumers from unfair and unconscionable commercial practices.

  New Jersey law generally defines a defective product as one that has one of the following properties;
  A flaw in the product's design that makes it inherently dangerous for its intended use. Water that becomes too hot to be comfortably or safely immersed in is definitely dangerous.
  A product is considered defectively designed if the risks associated with it outweigh its benefits, or if a safer alternative design was feasible. For example, car tires that cannot withstand normal driving conditions. Alternatives to the design are easy to hypothesize and demonstrate, if water flow regulation is an issue the device must regulate water flow in order to perform safely, reliably, as promised and as expected. Defective on the grounds that engineering took shortcuts in the design, acknowledged previously in this BBB discourse by Paragon ( the device requires flow regulation, the device does not regulate flow ). These devices cannot operate properly in an average household connected to city water supply ( which is a relatively regulated flow rate standardized for the majority of the city ).

  You do not want this to become a legal battle, I'm eating you alive, I can't even imagine the field day my lawyers are going to have with this, not only will you lose, but it will be more public, and a lot more expensive, because you'll be paying your legal team in addition to losing 3x all of my court costs, the devices, the installation, the materials, my lawyers, my time, the removal fees for your defective devices, et cetera.

  All I am asking for is that Paragon Issue a refund for both devices, with some pittance as compensation for the cost of materials and installation, with no further nonsense, and we can leave this behind us. Paragon will not withhold repayment contingent upon the return of the defective devices. I will not accept a replacement device from Paragon under any circumstances, these products are flawed at the design level and cannot be trusted to operate safely or reliably.

  The devices will be returned to Paragon if, and only if, the following conditions are met; Paragon will pay for the removal of their defective devices via professional uninstallation and only I will be allowed to choose the service provider, ******* will send self addressed prepaid shipping packages for the return / removal of their devices from my property, Paragon will pay for the installation and materials required to replace any materials I have already paid for in direct relation to the installation requirements of Paragon's products, Paragon will pay me for shipping and handling BEFORE I pack up their devices and ship them back to them, not after.

  Otherwise the devices themselves will be considered abandoned (under no circumstances is this to be construed as compensation, defective scrap is not a gift) and I may do as I see fit with them, which in no way absolves Paragon of any responsibilities pursuant to their ownership of said abandoned devices.

  The thing is, you don't even understand how ridiculously shortsighted and foolish you are being. I own real estate, I own businesses. I am always looking for the best products and devices and manufacturers to purchase all my stuff from. I talk to contractors, business partners, friends, and family about the products I use. A reliable hot water heating solution that could be deployed in my homes and businesses would have been great, but you seem to be dedicated to losing customers instead of garnering business. Have you ever even heard of opportunity cost? When your customer says it's defective, you take the loss, even if you think they are wrong, provide solid customer **********************, inconvenience the person with the money as little as possible, all so you can build trust and make more money in the long run. You have had multiple opportunities to come out of this ahead and you just can't seem to act in your own best interests for some reason. I can't do business with that level of ignorant.

  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/03/2025

  Mr. *********,

  Unfortunately, I will not be able to proceed with this claim further due to your reference to legal terms and threatening further legal action; in addition to your tone being demeaning and unprofessional.   Ive asked the Dispute Resolution Specialist handling this complaint at the BBB to take note of this as we provided our resolution, and to advise on the next steps.
  
  In the meantime, our resolution still remains open to you as we are willing to trouble shoot the units further over a call.  If deemed defective, we can offer you a replacement.  Per the terms of our warranty,Paragon is not liable for any labor or damages outside the cost of the unit.   As a courtesy, we are happy and willing to help with a return the of the units to The ********** for a full refund should you wish to do so. 
  
  Thank you.
  
  ******* *******
  ************* ***
  *******************

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23297885
  
  I am rejecting this response because:

  Paragon representatives referenced legal action first, pre-emptively attempting to circumvent consumer protection law; by trying to control the set of rules that will be followed by reference to geographic regions OTHER THAN the geographic region in which the sale was actually made and by referencing their own policies and procedures such as warranty documents, which are only internal documents that do not alter the function of any laws or regulations. ****** ********* has only followed Paragon's example, and when he was directed to use the laws and regulations of a different geographic region, by Paragon's representative, he did so. This cannot constitute a threat of legal action, exercising and defending one's rights is not a threat of legal action. Refusing to follow the law logically leads to legal action, therefore, it is Paragon's threat against ****** *********, to violate the law at his expense, that is relevant.

  Paragon representatives set the tone and precedent of disrespect by ignoring the complaints and wishes of the consumer, ****** *********. By refusing to follow the either the laws and regulations of Pennsylvania, or **********, whichever state holds jurisdiction, Paragon has violated the law and the consumer's rights. Violating the rights of the consumer is disrespectful, malicious, and ignorant. Ignoring the wishes of the consumer is disrespectful, shortsighted, and undignified. By setting the precedent and tone of disrespect toward the consumer and the law, Paragon, and Paragon's representatives, have waived any reasonable expectation of polite conversation, either in spirit or in moderation of word choices.

  Paragon refuses to follow the law in accordance with consumer protection statutes in either ************ or **********. Paragon believes that Paragon is above the law and that Paragon can make any rules they wish and everyone else must follow those rules instead.

  Paragon has refused to address the specific functionalities discussed previously through this BBB complaint process. Paragon has refused to troubleshoot the units or take responsibility for the units over the phone, which is what led to this BBB complaint in the first place. Paragon has had numerous chances to rectify the situation, but Paragon refuses to take any responsibility for their products whatsoever. 

  The facts remain, Paragon's Black and Decker electric home water heating units are substandard devices that are incapable of performing the advertised and promised function of heating water to a safe and consistent temperature. The units produce water of varying temperatures that fluctuate wildly independently from the input water temperature, ambient outdoor or indoor temperature, or electrical power delivery. The units do not properly modulate flow rates in order to maintain a consistent temperature, despite Paragon's claims that flow rate is a critical aspect of temperature control. Water is sometimes so hot that it boils inside the units, the units overheat and the water it produces is so hot that it burns. Regardless, I am simply not happy with the devices and that alone should have been enough to receive a refund; not a replacement with an identically design flawed unit, not a partial refund that doesn't cover the total cost of using the device, but all costs required by the device to be installed and function, as the laws of Pennsylvania AND New Jersey dictate.

  Sincerely,
  
  ****** *********

  Business Response

  Date: 06/16/2025

  B&D tankless water heaters are licensed products sold and manufactured by the **************  It's our understanding the ************* has been in touch with this customer and working toward a resolution.

  Thank you for your cooperation.

  Customer Answer

  Date: 06/18/2025

  blah blah blah, you are all criminals, and this is the kind of behavior that proves it
  
  Any organization can say whatever they want to the BBB, and the BBB sides with the organization by default, rather than defending consumer rights by default.
  
  The complaint is not resolved, and no good faith effort has been made, until I say it is.
  
  The whole point of an organization like the BBB is to hold the sellers responsible for the goods and services they sell. All I have ever seen the BBB do is waste the time of consumers trying desperately to get back a fraction of what they lost.

  Customer Answer

  Date: 06/18/2025

  Paragon's representative literally said " we'll give you 500$ and make sure you get a refund from ********** ". No additional conditions. This is in private emails they sent in an attempt to circumvent the BBB, as well as consumer protection laws in general.

  I said " that's not what you owe, but I will accept it if it means we can be done with this "

  To which the Paragon representative replied " ok, but also you have to sign this document ( a document that was not provided, they wanted me to agree to sign a document that I wasn't even allowed to read ), and report to the BBB that everything is good ( a lie ), and you only get money after you buy new equipment, pay someone to remove Paragon's devices, pay someone to install replacement devices, return Paragon's devices to ************** and on and on. I fully expect Paragon to append new conditions every time they send a message.
  
  No, sorry, making up a bunch of conditions after the fact is not a "good faith" effort. It is manipulation, and it is a violation of a contract / agreement already reached.

  Paragon owes me 500$ and a full refund, no if's, ands or buts. That is what they agreed to. No conditions, I will not be signing my rights away, or making false reports to agencies like the BBB saying that Paragon did a good job (because 500$ is not sufficient to cover the costs I have incurred, the installation or the uninstallation of the device (which is what Paragon is requiring me to do in order to receive any compensation at all, uninstall the device and return it). No, I will remove the devices only after I have been properly compensated, using the Refund and Compensation to purchase new devices to replace the flawed ones. I'm not spending more money every step just to get trapped in this cycle of corporations never being held accountable.
  
  I either have the money that is due, or I don't, there are no other conditions. If Paragon is trying to buy my rights it's going to be a h*** of a lot more expensive than 500$, and from the way Paragon is behaving I don't think they have that kind of money anyway. 

  
  

• Initial Complaint

  Date:04/08/2025

  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 feb 25 I contacted dewalt via email advising that the item I purchased DCD999B (drill) started smoking and had a burning smell I expressed that I don't feel safe with the item in my home and was told by there rep ****** *** ******* to provide pics of the item and to discard the item from my ******* it's a safety hazard. I was informed that I would get a replacement. I was told that the replacement was ordered on feb 28 2025 and they provided the address that it will be shipped to I reached out on March 3 2925 to inform them that they made an error with my address after which I got a response form rep ******* ********* who said " regret to inform that the replacement has been cancelled and I apologize for the inconvenience, since we need this to be further evaluated by our Factory Service Center Specialist. To help you find the nearest service center for further evaluation, we have a handy Service center locator available for you. Its designed to make your search quick and easy, so you can get the support you need without any problem. Please contact directly or send the tool to the nearest service center in your area and they will further assist and evaluate the tool for you." I was already told to discard the item and now they are tell me to take.time.from my day to take an item that no longer exist as it was discarded as I was told to by dewalt I have been emailing since March 3rd and no one is responding. Please assist with getting the item replaced or refunded I have wait so long this has caused me so much distress ect

  Business Response

  Date: 03/25/2025

  Our company is DeWalt Corporation, we are an engineering and land surveying contractor and have no association with DEWALT Tools or any of their products (just the same last name). This complaint was sent to the wrong business. Thank you.  
  **********************************

  Business Response

  Date: 04/15/2025

  We were unable to call the customer who is located in ********  The address provided by the customer was for a freight forwarding courier.  This is the reason the order was cancelled.  We emailed the customer requesting correct contact information and are waiting their reply.

  Thank you for your cooperation. 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23090256
  
  I am rejecting this response because: black and decker did never reached out to me I have checked my email and filtered my search box, It is a shame that I have to go through BBB to even get a response from you guys for such a cheap item. What if I am in another country does that mean that I am left to s*** on myself if something happens to my items? It's a shame that dewalt was my choice, my family choice we have been using your products for YEARS  and you guys tricked me into discarding the item then refused to assist. No one reached out to me asking for a contact number. LIE!!
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/23/2025

  We emailed the customer about replacing her drill.  We requested a correct shipping address in ***************** to complete the order and are waiting to hear back from her.

  Thank you for your cooperation.

• Initial Complaint

  Date:03/06/2025

  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 ordered a toolbox and wanted to warranty it cause some of the tools had surface rust on them when I opened the box. It was during covid so I contacted them and shipped it out. About 6-9 months later I reached out to see what was going on and was told supply was a issue and it might take a bit. About a year and a half later I call to see what's going on and am told they do not have any history of it cause it has taken so long. The case was elevated and someone was able to find the history of the repair and again nothing was done. It's been about 2-3 years I've been waiting they refuse to send me a tool set like it or worth the same value. They also refused sending back my oringal tools that I had shipped to them for repair.

  Customer Answer

  Date: 03/06/2025

  I was wrong on the vaule it's 169 just found the email with the receipt.

  Business Response

  Date: 03/13/2025

  In order to address the warranty claim, we contacted the customer and requesting the referenced emails confirming the delivery and receipt of the tool set and and asked him to confirm his shipping address.  We will review and advise when we receive this information from the customer.

  Thank you for your cooperation.

• Initial Complaint

  Date:01/31/2025

  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.

  In March 2024, I purchased a portable AC/heat unit from Black & Decker through ******. That unit worked incredibly all summer; however, the entire unit broke when I tried to use the heat. Black & Decker sent me a replacement after a ridiculous ordeal. I received the unit. It was not the same unit I had purchased and was missing parts. That unit also had so much melted tape that it took quite some time to remove. That unit now has since started leaking refrigerant. We’ve removed it from the house, which is outside our garage. I informed B&D that the replacement unit was leaking refrigerant, and they responded that they would refund me; however, I need to mail this unit back to them first. Now, think about that for a minute: they want me to mail back a unit that is leaking a dangerous chemical that caused me to have severe headaches, nausea, and vomiting. I contacted ****, ***, and ***** to see if I could, and they informed me they would not accept the package because it is leaking a dangerous chemical. They also told me it’s a federal crime to do such. I will not commit a federal crime for B&D or anybody because I am law-abiding.
  
  
  I have tried to work with these people, and when I received the replacement unit, it had issues with parts not matching and the tape; I sent them an email in frustration. They responded several days later that they would send me a third unit, and I didn’t have to return any units to them. However, I did not accept it because we had gotten the tape off and purchased the proper exhaust hose for this unit. The heat never worked for the replacement unit, so we bought a separate heater. The AC still seemed to work. After purchasing a separate heater, we had to remove the portable air-conditioning put it in the garage until needed. The last several days, it has been warm, so we brought it ***tairs, and that’s when I started to experience headaches, nausea, and vomiting. I kept smelling nail polish remover, it was the refrigerant leaking.

  Business Response

  Date: 02/06/2025

  Black & Decker portable air conditioners are licensed products manufactured and sold by Equity Brands.  This notice was been forwarded to Equity Brands who acknowledged receipt and that they are handling this matter.

  Thank you for your cooperation.

  Customer Answer

  Date: 02/06/2025

  
  
  Complaint: 22879952
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 02/14/2025

  This case is solved.

  Customer wanted a replacement PAC without heat.

  We sent it and never required her to return the old unit.

  Tracking was sent and she said thanks. Haven’t heard from her since.

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

• Initial Complaint

  Date:01/17/2025

  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 two ScumBusters. Along with many accessories. They sat in my closet unused. When I attempted to charge them they would not charge. Black and Decker said they would replace them and then reneged on agreement to replace. They were not used within a year but as soon as they were opened they failed to work. Ent.

  Customer Answer

  Date: 01/25/2025

  I dont have receipts. 

  Business Response

  Date: 02/04/2025

  We contacted the customer and sent her two ********************** & ****************************** scrubbers (since the older model she had was discontinued) as a customer ********************** gesture.  They were ordered and sent via *** tracking# 1Z09848W0301650944.

  Thank you for your cooperation.

• Initial Complaint

  Date:01/15/2025

  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.

  This is to formally file a complaint regarding my recent experience with Black & Decker. I participated in an auction hosted by ****** Auction and won a bid for 14 brand new Black & Decker drill batteries. Unfortunately, I have encountered several issues that have not been resolved despite multiple attempts to seek assistance. Upon receiving the batteries, I discovered that all 14 were non-functional. I reached out to Black & Decker for assistance and was instructed to send the defective batteries back to them. They provided me with shipping labels to facilitate the return. I promtly sent the batteries back to Black & Decker as requested. However, I have yet to receive any replacement batteries. I have made multiple calls to Black & Decker's customer ********************** to inquire about the status of my replacement batteries, but each time I was met with no resolution. In my last communication with Black & Decker, I requested that the defective batteries be returned to me, but I was informed that they could no longer send the batteries back. This situation has caused significant inconvenience, and I am left without the batteries that I initially purchased. I am seeking your assistance in resolving this matter. Specifically, I would like my damaged batteries returned to me so that I can send them back to ****** Auction.

  Customer Answer

  Date: 01/17/2025

  As requested

  Business Response

  Date: 01/27/2025

  The customer returned ************************* & ********************** batteries.  As requested, the batteries are being returned to the customer via **** tracking number ******************.

  Thank you for your cooperation.

• Initial Complaint

  Date:01/06/2025

  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 tried to contact the business through the proper channels but they won't respond. The tool division also sent an email and they refuse to respond. All I want is the boot replaced.

  Business Response

  Date: 01/21/2025

  DeWalt boots are licensed products manufactured and sold by WIP.  This matter has been referred to WIP for handling who acknowledged receipt and provided the below update:

  A new pair of boots are being sent to the customer at no charge.

  Thank you for your cooperation.

• Initial Complaint

  Date:12/20/2024

  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.

  Complaint Title: Dangerous Malfunction of DeWalt Miter Saw and Lack of Response from Customer Support Complaint Details:I am filing this complaint regarding a safety issue with my DeWalt Miter Saw (Model Number: DWS779, Date Code: 2021, Week 29). Unfortunately, the blade caught the rear guard assembly during use, causing significant damage to the blade, blade guard, and rear guard assembly. This malfunction resulted in plastic shrapnel hitting me, creating a serious safety hazard. I became aware of the Safety Recall Notice for DeWalt Miter Saws (The plastic rear guard assembly can break/shatter when struck, exposing the saw blade and posing a laceration hazard.) and attempted to resolve the issue by reaching out to DeWalts customer support team. Despite multiple attemptsincluding several calls, requests for callbacks, social media outreach, and multiple support tickets (Ticket Numbers: ********, ********, ********, 12032373)I have not received any response or assistance. I completed a form submission for the open recall and was shipped a plastic rear guide assembly but this does NOT resolve the damage to the larger tool (including blade, blade guard, and arm) or the fact I was hit in the face with plastic shrapnel. This lack of communication is unacceptable, especially considering the potential danger posed by this malfunction. I am requesting the following resolutions:Replacement of my entire saw.OR Replacement of the damaged blade, blade guard, and rear guard assembly.Desired Resolution: Replacement of the damaged parts or a full replacement of the miter *********** Contact Information:DeWalt Customer Support (part of ***********************

  Business Response

  Date: 01/06/2025

  Ms. ******:

  On behalf of Black & Decker (*********. ("BDUS"), and in response to Complaint #********, I write to advise that **** was first notified of this incident by Mr. ******* on or about December 13, 2024 via contact with our Customer ********************** team. Due to the incident involving reported injury, it was escalated to the ***************************** and on December 19, 2024, the PL Department contacted Mr. ******* to develop additional details about the accident and injury and to secure photos of the subject product. 

  Our investigation found that the blade to lower guard contact was likely caused by the pivot plate s**** not being fully tightened following a blade change. The noted recall issue was not the proximate cause of the accident. 

  BDUS agreed, as a customer ********************** gesture, to resolve Mr. ******* complaint by replacing his saw with a new model DWS779 Miter Saw along with a new replacement saw blade Model DW3128 in exchange for Mt. *******' support in arranging for return shipment of the accident saw and blade to us.

  Should you have any questions, please let us know.

  Regards,

  **** ******

  Litigation Manager

  Stanley Black & Decker, Inc.

   

   

   

   

   

   

• Initial Complaint

  Date:12/09/2024

  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 am extremely disappointed in my experience with Dewalts customer ********************** team. I purchased a Dewalt lawn mower a few months ago, which was recently recalled for safety issues. The product is still under warranty. I contacted Dewalt customer ********************** to understand the process and to remediate the issue. After several vague and unhelpful responses from customer **********************, it seems that the only possible solution would be for me to travel to a factory service center. This would involve me taking time off of work and traveling over an hour away. Meanwhile, Dewalt customer ********************** cant even provide me with clear information on if this will actually resolve the issue (or if multiple trips will be required). This is a significant and unreasonable burden to put on your customers for an issue that ********************** caused. I would expect the company to place a higher importance on product safety and customer **********************.

  Customer Answer

  Date: 12/11/2024

  Hi *******, thank you for reaching out. The issue was resolved. We can go ahead and close this.

• Initial Complaint

  Date:12/05/2024

  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.

  I had purchased a Gh 900 grass trimmer a year ago at the end of the season. I didn't use it until the following season when I discovered that the spool that incompeses the whip runs out too quickly. I bought several other spools and the same thing had happened. The spools cost $26. At which point I called the company to explain this and the technician told me that they have been having many of these complaints.when I called customer **********************, they told me that they would send me a new machine and since that time they have sent me 3 machines in total which I've sent back one at a time. That did not resolve the problem. Upon speaking with customer **********************, they told me that they were unable to refund the $100 that it cost for the machine cause the 3 month warranty had run out.I asked for a better upgrade machine of which I would pay the difference and they refused.please help me to secure the $100 refund and I will purchase another machine on my own. thank you for your time

  Business Response

  Date: 12/12/2024

  We contacted the customer who accepted a $100 refund to conclude this matter.  Please allow 5-8 weeks to process and receive the refund check.

  Thank you for your cooperation.