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Business Profile

Tractor Dealers

Northern Tool and Equipment Company Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tractor Dealers.

Complaints

This profile includes complaints for Northern Tool and Equipment Company Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Northern Tool and Equipment Company Inc has 50 locations, listed below.

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    Customer Complaints Summary

    • 147 total complaints in the last 3 years.
    • 39 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:10/26/2023

      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.
      We bought an Earthquake VERSA tiller from Northern Tools on August 26, 2023. The total amount was $ ******. It was literally DROPPED OFF at our home in the front yard. There was a dent and chipped paint along with the crushed box caused by ***** shipment damage (have pics on phone if needed}. I immediately called Northern Tools who credited me for the $ ***** shipping cost and told me to file a claim with *****. I had to keep the tiller as I had contracted to have a lawn care contractor tiller an area with this the day after it was delivered. My concern in keeping the item was if there was internal damage to the machine I wanted a guarantee specifically covering this from the negligent delivery. Again, Northern Tools specifically said that ***** would have to do this. ***** denied the claim unless Northern Tools would authorize a waiver. I have contacted them on numerous occasions and they have failed to answer.

      Business Response

      Date: 11/01/2023

      Dear Valued Northern Tool Customer, 
      We are very sorry to hear that your item was damaged in delivery. You have been issued a refund to cover the cosmetic damage to the Tiller. 
      The cosmetic damage should not affect the performance of your Tiller. If you start to experience any defects or failures with your item, you may contact *********** directly to file a warranty claim. Ardisam would locate the nearest qualified service center in your area for you to bring it to in order to have it repaired. 
      As with any item that has a gas engine, once they are gassed and oiled, they are considered hazardous to ship. This is why the representative indicated that if you use the product and put gas and oil in it, it may not be able to be returned to us. However, you can still file a warranty claim if the need arises.  
      I have left you a voicemail as well with this information.  If you have any further questions, please call me at ************************. 
      Thank you, 
      Traci 

      Customer Answer

      Date: 11/02/2023

       I am rejecting this response because:
      As per my original phone call after the original ***** damage of the unit was evident, the Northern Tool representative reimbursed me for the shipping cost and told me that any further damage would have to come from *****. There was a dent and scratches caused by the drop of the heavy item and it was left in my front yard.  She told me that I should file the claim directly with ***** which I did.  I was notified via email that my claim was DENIED and was directed to have Northern Tools send a communication stating that I had their permission to file the claim with ***** and they should have been the one to file in the first place.  When I contacted Northern Tools they have never responded to my email request to followup with ***** thus I am left with a scratched and dented product and one who may have a problem with the guarantee in the future if a major repair is needed.  A possible major repair  should not cost me anything if it is the result of the drop.  This company has a taped conversation of the rep directing me to file a claim with *****
       directly which is what I did.  

       

      Business Response

      Date: 11/09/2023

      I have tried to call you a couple of times to discuss and have left a message. If you are looking for more compensation for the damage to the unit, please send pictures to ********************************************************.  I will assess the extent of the damages to determine a suitable refund amount for compensation for the cosmetic damage.  

    • Initial Complaint

      Date:10/19/2023

      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.
      We continue to recieve calls from FNBO re acct at ********************** Tool. My husband and I have looked into this. My husband was told there was an error on their end and we owe nothing.Yet we continue to recieve calls from FNBO. Our credit score has been effected.We have never recieved any billing.

      Business Response

      Date: 10/30/2023

      Dear Valued Northern Tool Cusotmer, 

      I have been informed that ******************* of ***** has been in contact with you and you have agreed to pay the outstanding balance and they will waive all the finance charges and late fees.  

      Thank you.

    • Initial Complaint

      Date:10/09/2023

      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.
      For app. nine months, this company has been flooding my email inbox with unwanted and unsolicited promotional emails. I have sent emails to them and called them almost weekly. On the phone calls, I am always advised that I have an account with them, and that my email address will be removed from their data base, but the emails continue to come. I have purchased items from the Northern Tool Store in *******, and if I have made an online purchase from them, I never checked the box that allows them to send promotional emails. It seems that Northern Tool is a foreign entity because they have no respect for the privacy of American Citizens. All I want is to have Northern Tool and Equpment company to stop the harassing emails.

      Business Response

      Date: 10/10/2023

      *******, 

      We apologize for any inconveniences. Your email address has been removed from your account and I can see that requests were made to prevent new promotional emails being sent.  Often promotional emails are set up in advance to auto mail out and so it can take a few weeks to be fully removed from the mailing list.  

      I did submit your information to our team that handles the email promotions to make sure your information has been removed. I hope this helps.  

       

    • Initial Complaint

      Date:09/18/2023

      Type:Delivery 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 originally attempted to purchase a set of headphones, they were one of the few places that had them in stock, when ordering the first set I was asked ****** to create an account. Created account after finishing the first order. No confirmation email, no bank payment issued nothing, figured ir was an ordering issue. Re ordered same thing. Finished second order approximately 5 minutes after finishing the re order I get email confirmations for both ****** and a bank debit for both ******. I immediately check the website, no way to cancel. I call, no answer. I send an email right away. No answer. I call on Monday, sorry sir ****** been processed, there's nothing we can do, they said. I reach out to customer feedback and get the same response, customer feedback gives me tracking numbers, put the tracking numbers in and ***** says they don't have anything with those tracking numbers, so all I'm requesting is the cancelation of one of my original ****** and a refund, they say well now I will have to wait for them to be delivered and I can get a refund on the price of the item, no mention of shipping costs. So now even if I do get a refund I'm still on the hook for the shipping fees, I don't understand how they don't answer the **** number or an email and still never see the email before pulling the order and sending it out. Super sketchy

      Business Response

      Date: 09/22/2023

      Dear Valued Northern Tool + Equipment customer, 

      We are very sorry if there was a delay with receiving the emailed order confirmation when you placed your first order or if there were long hold times when trying to get through to our **************** department.  The entire shipping charges for both orders have been refunded to your credit card.  A return has been set up for the extra unit that was shipped out and a refund will be given upon return to our warehouse. As discussed over the phone, you may try to refuse the shipment when it is delivered on Saturday or if unable to, you may contact us to receive a prepaid return label to send the item back to us at no charge.  Once it is determined which unit is coming back, we will also refund you for the extended replacement plan you purchased for the item. We hope this will be a satisfactory resolution.  

      Thank you. 

      Customer Answer

      Date: 09/22/2023

       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.

    • Initial Complaint

      Date:09/15/2023

      Type:Sales and Advertising 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 9/12/2023 I purchased a tool and battery combo honoring a price on their website. The deal stated buy one (Item #****** M12 HIGH OUTPUT CP2.5AH) get a (Item #***** M12 3/8" RATCHET) for free. They had the ratchet there but the battery had to be shipped to the store for later pick up. They charged me and gave me a recipe. The next day I was emailed stating that they canceled my shipment to the store no longer honoring my receipt. Order ********

      Business Response

      Date: 09/22/2023


      Dear Northern Tool + Equipment customer, 

      Thank you for your recent purchase of the Milwaukee M12 battery promotion.  Unfortunately, this promotion was listed in error and caused ** to oversell our inventory. We are unable to fulfill your order for the M12 3/8 ratchet, item #*****. We understand this is an inconvenience for you. In order to best service your order:

      We have refunded your total purchase amount and have cancelled the order that was placed.

      We apologize for the inconvenience and encourage you to visit our Customer Help Page for any further questions.  


    • Initial Complaint

      Date:09/07/2023

      Type:Service or Repair 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.
      on 9/6/22 i dropped off my generator at northern tools in ******* ****** **************** for repair and i would get a call on my cell phone about what parts are needed and cost i would call month after month everytime they were waiting on parts after a while i was waiting on them to contact me needed some supplies so i stopped by northern tools 9/6/23 and was told that they sold my generator and said they could not get a hold of me by mail,text,or home phone i did not recieve niether and i have taking other generator there under my name under my company name and number and mail also said that letters were mailed to my house that i did not recieve

      Business Response

      Date: 09/14/2023

      After researching this, it looks like the address was missing a 0 when we sent the abandonment letter, so it does not look like the customer received it. We will reach out to the customer and offer him a new unit to get him taken care of. 

      Customer Answer

      Date: 09/14/2023

       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.

    • Initial Complaint

      Date:08/14/2023

      Type:Service or Repair 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.
      On May 19 I dropped off my hedge trimmer for service at Northern Tool ***********. I paid $65 but was not told to expect any delays. I phoned NT weekly for an update. The service department complained they had a backlog of 400 customers! On June 23 was told they had found it needed new carburetor. I told them go ahead as I need this tool. 4 ******************* informs me they cannot repair the unit. ************ calls to say I can pick it **. In other words it took them 3 months to find an excuse to keep my $65!!!

      Business Response

      Date: 08/28/2023

      Per the ********************** Manager, the customer has now been refunded.  

      Customer Answer

      Date: 08/28/2023

       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.

    • Initial Complaint

      Date:08/12/2023

      Type:Service or Repair 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 birthday present from northern tool. A four door windmill order number ********. I followed the tracking to my door it was delivered via ****** ***** even provided a picture of it at my door. With in 15 mins of getting the notification it was delivered I get home and the package is no where to be found. I called ***** they told me Id have to call ********************** tool. I called northern tool I was told it shows delivered so we will file a claim with ***** and it will be up to ***** whether we send you a replacement package . I find the answer unfair. Youre letting a third party company decide whether a replacement should be sent out. The lack of willingness to help or want to offer solutions is ridiculous.

      Business Response

      Date: 08/14/2023

      Hello *****, 

      I am sorry to hear that you did not receive your *************** ******** where is a proof of delivery, we would not typically replace a product, as we are not responsible for theft after an item has been delivered.  However, as a courtesy, I have reshipped the item back out to you at no charge. 

      Regards, 

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

      Northern Tool + Equipment

       

       

      Customer Answer

      Date: 08/14/2023

       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.

    • Initial Complaint

      Date:07/13/2023

      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.
      In the past month I purhased a logging arch from Northern. It arrived disassembled but without the nuts and bolts to assemble it. I called customer service. I was told that the bolt kit comes from a seperate company and they would take care of it. The bolts would arrive in about ten business days. I needed to use the equipment so locally purchased bolts for $60. Into the fourth week, no bolts. I contacted customer service again, actually three times after being cut off twice. The third time, I was told that bolt kit would no longer be provided. They offered to replace the arch kit, with or without bolts? Unknown. I told them all i wanted was the kit. Then they said I could take the arch apart and they would pay to ship it back as there were no longer bolt kits available. The arch was advertised in a picture as an assembled product, obviously with bolts. I paid for the entire kit. I consider that fraud and since it was on the internet...all I want is the bolt kit, not a hassle of returning a product I use.

      Business Response

      Date: 07/23/2023

      We are extremely apologetic that the product arrived missing assembly hardware. During the interactions with **************** we have offered to return, exchange or wait for hardware to be received (however this is an extended leadtime). A decision was not made at that time. As a followup we have completed a refund for the $60 that was spent locally on the hardware and have kept the hardware order open as well.  We have attempted to contact **************** to inform of the refund, however, have been unsuccessful at this time and only left a message via phone and via Amazon marketplace. We hope that this is an acceptable resolution and invite **************** to contact our **************** team to discuss further if not.   

    • Initial Complaint

      Date:06/04/2023

      Type:Service or Repair 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 2 Mr. ****** brand Big ***x 125,000btu garage heaters on November 2, 2022, order number ********* I had both professionally installed by a licensed electrician and a licensed HVAC contractor in February 2023. Within 1 day of installation electrical systems in both melted. I called Mr. ****** and they sent new electrical components. My contractors installed these components after talking to tech support at Mr. ******* The components melted again after 1 day of operations. I do not feel safe with these heaters. Unfortunately, the return period is over, so the only thing Mr. ****** or Northern Tool is offering is to send me more components. I have to pay the c0ontractors every time to install these. I opted for taking both heaters down and installing Reznor brand units instead. They've been working fine ever since. Big *** units are a fire hazard. I need to have them returned. My next step is to file complaints with consumer product safety commission, UL, attorney general and finally go to small claims court, where I will be seeking not only reimbursement for the specific units, but also reimbursement for all installation labor.

      Business Response

      Date: 06/13/2023

      We have reached out to the consumer to discuss resolution on this concern. During this conversation we were pleased to hear that the manufacturer, Mr ******* had also offered a resolution that the consumer is acting on. We apologize for inconveniences and frustrations involved with this transaction and appreciate the continued relationship with the consumer.  

      Customer Answer

      Date: 06/13/2023

       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.

    Northern Tool and Equipment Company Inc is NOT a BBB Accredited Business.

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