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:11/28/2023

  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.

  Still no word on my vacmaster replacement - under warranty
  
  (2 months on-going) I submitted all required documents.
  
  I have an order number to receive a replacement (order ********) but the product is on BACK ORDER - but for how long, no one knows!
  
  It's up to me the customer to follow up weekly on this, Customer service is not helpful AT ALL.

  Business Response

  Date: 12/01/2023

  *******, please accept our apologies for your troubles in obtaining a replacement unit. 

  We have researched this and found that your unit was indeed on backorder. Typically we will upgrade you to the next available model, but that unit was out of stock as well. 

  We have contacted the manufacture, and they are in the process of fulfilling your order from an alternate location. You should receive your replacement within the next 10 days. 

  If you haven't received it in that timeframe, please reach out to us at Gardner so we can obtain a tracking number from the shipper. 

  Thank You. 

• Initial Complaint

  Date:11/06/2023

  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’m the same ***** * that left a review recently. The last thing I was told around October 10th was that I would receive a refund check by mail because a unit replacement wasn’t available. After being told this, I purchased a new vacuum on ******, but instead of receiving a refund check, I had a replacement vacuum arrive last Monday so now I have two vacuums and no refund. I called and they have emailed me a shipping label so that I can send the replacement vacuum back but the lady on the phone whom I’ve never spoke to before said that she couldn’t guarantee that I’ll get a refund check because that has nothing to do with her, and those are just my words, how would she know if they really said that. I’ve called multiple times this week using an extension number and sent multiple emails to specific people that I’ve spoke with during the warranty process and no one has responded, and no one can assure me that I’ll get a refund. I started the warranty process in September, and it’s now November. I’m a little frustrated to say the least.

  Business Response

  Date: 11/13/2023

  *****, please accept our sincere apology for the frustration you have encountered. Investigating this incident, it looks like we did not have the replacement for your unit at the time you contacted us. Between the time you were promised a refund, and a check was to be issued the units were received in and one shipped to you. I completely understand you were expecting a refund and purchased another vacuum, 

  I have gotten with the manufacture and confirmed a check was sent out to you on Friday 11-10-2023. If for some reason you do not receive in 3-4 business days, please contact me direct. 

  Thank you for you valued business and hope we can be of service to you in the future. 

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:09/12/2023

  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 ordered a new part by camping the number on my vacuum cleaner. They sent me the wrong part and have been refusing to give me a refund. Here is the timeline how I best remember it.
  
  In January I called to order the new part. I just read the model and serial number to them and said I needed a hose assembly part for that unit.
  
  At some point I received a hose but it was the wrong one. This wasn't from any error on my part so I called the same number back to ask to return it for a new one. The woman was nice and said she set it up for me.
  
  Days go by and I hadn't heard anything so I call again. They don't see any record of anything from the previous call so I start again with the new person on the phone.
  
  Days go by again with nothing and I call another time. There was women telling me it was past 30 days so I couldn't do anything. I was trying to explain that I had already called and she was just very rude.
  
  I called back again and got somebody else who I explained the whole thing to and they started over with me. She asked me to email some information.
  
  I emailed her again at some point checking on the status and it bounced back. She was no longer at the company.
  
  By now it's summer and I call and there's a very kind person named Michelle who again couldn't find records of my calls or anything but she was very helpful trying to get this moving for me. She mentioned the 30 day policy to me and I explained everything and said there must be something they can do. And so next thing she takes my information and an email and a return label are sent to me.
  
  It's now been a couple weeks since I sent it so I email Michelle and ask about a status of the refund. She replies saying that there was not going to be a refund because of the 30 day policy. So now that company has my money as well as the part I paid for and the wrong part that I received. It's been very frustrating and I would just like the refund or even better, the part I ordered in the first place.

  Business Response

  Date: 09/21/2023

  Mr. *********, please accept our apologies for your dissatisfaction in the way your case was handled. it's is our intent to make sure each customer has a good experience with our company.

  Regarding your refund, we have forgone the 30 days return policy and issued you full credit of $39.98 to credit card you provided on the initial order. Referance credit inv# ********.

  if we can be of any further assistance, please don't hesitate to reach out.

  Thank You

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  though I believe this should have been resolved much, much quicker.

• Initial Complaint

  Date:05/11/2023

  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.

  This company is the "warranty services" for Kenmore vacuums. I purchased a Kenmore vacuum from ********** in Feb of 2022. The suction hose of the vacuum failed and broke apart in March of 2023. I followed the warranty procedure listed in the product booklet and called their Vacuum Cleaner Help Line on 3/27/23. I was told the part was not reparable and since I am well within the 5 year warranty, I would receive a new vacuum and to call after 20 business days if I did not receive it. I called after the 20 days after receiving no contact. I was told by the 2nd associate that a PART was ordered for me, not a vacuum. When I explained that I was told I'd be getting a new vacuum, I was asked if I was emailed their "vacuum replacement form" , which I was not. When I received the form via email, it had me cut the unit cord to show that the vacuum was inoperable in order to receive my replacement. I called a 3rd time and asked what happened if I cut the cord but I was found not to be eligible for the new vacuum. I was assured that I would absolutely receive a new vacuum because I was within the warranty. I submitted photos of the failed vacuum, the product sticker, the cut cord and all of the documentation via email on 5/2/23. I heard nothing and received no documentation that the forms were even received. I called today, 5/10/23 and was told that "a supervisor will have the purchase order for the new vacuum if I call after 6-7 business days after I submitted the documentation" This was never mentioned when I submitted the forms (see attached). After 4 phone calls since 3/27, they are again giving me information that I will get the new vacuum, but there is no confirmation from this business that they received my documentation or plan to replace my vacuum per my warranty that came with the product. Kenmore refuses to assist saying their warranty company is responsible to help us.

  Business Response

  Date: 05/11/2023

  Ms. ****, we are sorry to hear of your extended wait time for a resolution of your issue. We did receive the documentation for a replacement unit on 5-2-2023. A replacement unit is being sent out today. If you do not receive it in 6-8 business days, please let us know. For reference your replacement is on our order number ********.

  Thank You

  Customer Answer

  Date: 05/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.   

  I appreciate the prompt response.  I would like the business and the BBB to know the following:

  1.  If Kenmore sells a product- through their own outlets or through a partner such as ******.com, their name is still on the product.  Using a service for your product quality warranty issues that does not respond to the consumer is a reflection on KENMORE.  I tried to reach out to Kenmore directly to explain my concerns with numerous contacts with the warranty service, inconsistent or incorrect information, poor customer service and no resolutions to consumer problems.  I will reach out to them again because it does not absolve Kenmore of their responsibility to create and back up their products with warranties.   

  2.  The warranty company needs to make sure their associates are trained on proper warranty procedures and information.  It should not take 5 unresolved calls and a complaint to the BBB to resolve what should have been a simple warranty replacement with documentation.  They also need to confirm via email that my documentation was received and the resolution status.  

  3.  I am also reaching out to ******.  They have a mission statement about ethics and integrity, which involves their business partners as well.  They need to know that if I buy something through their website and they are Kenmore's business partner- that the warranty issues are not being resolved.  This also reflects on ******.   

  Thank you for your help!

  ***** ****

• Initial Complaint

  Date:01/25/2023

  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.

  This company handles warrant replacements for ********* Shop Vac. On 10/31/22 I received confirmation that my Order # ******** was approved for warranty replacement. I was quoted "We received your warranty submission. Thank you for including all the necessary information. We have processed your request on order (********). Please allow 15-20 business days to receive. The replacement unit will have the remaining warranty from the original date of purchase." This came from a Jarvis ****** ********@GardnerInc.com).
  
  On 11/28/22 and 1/18/23 I emailed ****** and Sharon ****** (S******@GardnerInc.com) inquiring about the status. Neither party replied. On 1/23/23 I called both parties and left voice mail messages, again with no response.
  
  Today, 1/25/23 I called at 4:34 pm and asked for Customer Service. A person named Tamiquea (sp?) proceeded to lecture me on why it was unrealistic for me to receive replies to my emails because "we just get too many emails," and further continued to lecture me on why my call was an inconvenience.
  
  ALL I WANT IS MY DAMN SHOP VAC REPLACED IT'S BEEN 90 DAYS!

  Business Response

  Date: 01/29/2023

  Mr. *****, i understand that you have spoken to Ron, and this has been taken care of. Our apologies for your inconvenience. If you have any further issues, please don't hesitate to reach out.

  Customer Answer

  Date: 01/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:01/10/2023

  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 a 12 Gal Vacuum/Blower for $100 on 6/09/2022. I used it a handful of times before I noticed it was not suctioning at all. I contacted Gardner in November to report the issue and was told to send in all the necessary documents. I sent everything they requested and cut the power cord just as they requested and submitted photo proof. I sent all the necessary information on November 15th, 2022. I didn’t hear back from them, so I called them again about a week later. I was told they are working on it. I received an email on Dec. 5th stating that my unit was being shipped out and should arrive to me in 15-20 days. It is now January 10th 8pm and I’ve yet to receive a replacement unit. After doing some research I found that this is a common issue with this company. So I will be following the steps recommended online to seek a replacement or refund more aggressively.

  Business Response

  Date: 01/11/2023

  Mr. ******, sorry for the inconvenience of you being without the vac that you purchased in good faith. We have been in contact with the manufacture and found that a replacement will not be available for a few weeks. I understand that you have been contacted by one of our managers and have agreed upon a refund instead. you should receive that refund in in the next couple of weeks. we have submitted all of the info to the manufacture and will keep track of the process.

• Initial Complaint

  Date:12/12/2022

  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.

  On 9/20/2022, I was told Gardner, Inc. would refund the cost of a vacuum cleaner that broke two months after I bought it new. They said they would send the check for the full amount ($ 299.59) in one to two weeks. The request for a refund, I was told, was submitted on 10/6/2022. No check has arrived. I have contacted them numerous times, and nothing but talk, excuses and helplessness has been the response from them.

  Business Response

  Date: 01/03/2023

  We submitted all of the info to the Manufacture on 10-6-2022. we have contacted them this morning for an update. I will stay on top of this and respond back hopefully today.

   

  Thanks

  Business Response

  Date: 01/11/2023

  Sally, we are extremely sorry for the delay on getting this rectified for you. We have been in contact with the manufacture of your unit. I understand that a replacement was sent to you, but you had decided at that time you would rather have a refund. We have contacted the manufacture and found that a refund check will be cut for you on 1-12-2023. you should receive it in 5-10 business days possibly sooner depending on the US mail. We sincerely apologize for the delay and misunderstanding. 

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.   However if the check is not received as promised, I shall be back in touch.

• Initial Complaint

  Date:09/23/2022

  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 a ******* vacuum 6/22/2022. The canister section separated from the motor. I submitted a claim Sept. 6, 2022 and was told I would have a replacement vacuum with 5-7 days (probably sooner since it was coming out NC). I waited 7 days called back and spoke with Jessica B***. She assured me I would have the vacuum in 5-7 days. I waited 8 days, called again and told that they couldn’t find a claim. I asked to speak with a supervisor. The supervisor refused to speak with me. Ron W***, Supervisor, (through Kyle, customer service) required the information be sent for the 16th time. After 57 minutes I was told he would the claim in. It will take 9 days to process the paperwork and then 7-10 days for shipping. I offered to drive to Browns Summit, NC to pick it up and was hung up on.

  Business Response

  Date: 09/28/2022

  Ms. ******, I'm sorry to hear of the delay in getting you unit replaced. from the research I've done it looks like a couple of things occurred. There were a couple of instances where the documentation that was sent was illegible because of the size of the attachments. Also your direct replacement unit was not available. 

  I am happy to say that an upgraded unit is being shipped to you and according to the *** website you should receive it 9-28-2022. 

  Again we apologize for the extended time to get this resolved. 

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:09/16/2022

  Type:Delivery 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.

  Date of purchase: August 15, 2022
  Amount Paid: $104.61
  Business's Commitment: A Refund
  Nature of Dispute: Deception, evasion, and lying
  Business Resolution: Originally said over the phone I would get a refund, then changed mind and has led me on a wild goose chase through emails to businesses that are closed down and that aren't responsible for a return.
  Order Information: Your Order #******** (placed on August 15, 2022), PO # **************** 
  Please note: Attachment email correspondence only says $90 because I didn't look at invoice when replying, invoice says $104.61.

  Business Response

  Date: 09/20/2022

  ********, First let me apologize for the inconvenience you have experienced in the part that was purchased through us. I understand that you have been in contact with one of our lead supervisors on getting this handled. per the e-mail between you and Mr. W*** we have issued you full credit on the part on our Credit memo# ********. Again we are sorry that you were given incorrect information from one of our agents. 

  Thank You

  Customer Answer

  Date: 09/20/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.