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:11/06/2023

  Type:Sales and Advertising 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 Transaction: April 12, 2022 - Amount Paid: $328.59 - Desired Resolution: Refund or Replacement Last year I purchased 96 gallon Toter ********** trash can based on the online advertising claims of it being "**********... Inaccessible to Bears". These claims made multiple times on the products listing were false, the first bear to give it a try tore right through the side of the trash can destroying it and gaining access to the trash inside.The listing for this product says Animal Proof right in the title and the description boasts about it having the highest bear proof rating offered. Additionally the listing shows pictures of enormous brown bears unable to breach the can. The description continues on further to state durability to handle anything that Mother Nature - or a bear - can throw at them.It was these advertisement clams, documented below, that persuaded me to purchase your trash can at a very high price.Recently a black bear, which is much smaller and weaker than the brown bears pictured in the advertisements, breached my ********** can. I submitted a warranty claim with Toter last week and was assigned the Case Number: ******** In response to my warranty claim, which included all requested documentation and photographs, I received a **** two sentence response from their *****************, a Customer Satisfaction Specialists, that stated "our warranty does not cover damage caused by animal chewing/clawing."This response is clearly disingenuous for two reasons. First, the product was not damaged, the product failed. If it was only "damaged" by some chewing, successfully kept the bear out, and remained usable after the bear encounter I would have been a satisfied customer. Second, I understand why denying to cover damage caused by chewing would be reasonable for most products Toter sells such as any plain old trash can. But that is absolutely not the case when this specific product is marketed and advertised as being Bear Proof.

  Business Response

  Date: 11/14/2023

  Damage caused by wildlife is not covered under warranty. Please see full warranty coverage details here: ***************************************************************;

  Customer Answer

  Date: 11/16/2023

   
  I am rejecting this response because:

  This is **** and disingenuous response. I have attached an additional screenshot of the title header to the product listing advertising it as Animal Proof. To reiterate, the language Toter uses to market this includes (and these are direct quotes); "**********... Inaccessible to Bears", "Animal Proof", "durability to handle anything that Mother Nature - or a bear - can throw at them". To deny warranty coverage when the product catastrophically fails to provide its one advertised capability is dismaying and blatant false advertising.

  
  

  Business Response

  Date: 11/21/2023

  Our customer service team has reached out to the customer and will be sending a replacement for this product. 

  Customer Answer

  Date: 11/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.