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:06/17/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 the transaction:
  May 22, 2025 (date when I submitted my refund request and banking information via ****)
  
  Amount involved:
  $229.95 CAD (approximately $167.37 USD)
  
  What the business committed to provide:
  A full refund under their valid 2-year warranty for a defective water compressor, after they asked me to discard the product.
  
  Nature of the dispute:
  I completed all required steps, including submitting my personal banking details and discarding the unit. I was told the refund would be processed in 7–10 business days. It is now June 17, 2025, and I have received no payment, no confirmation, and no response.
  
  I’ve sent multiple emails, but most of their support addresses bounce back or are full. No phone support is available. I have no way to get an update, and I feel ignored.
  
  Whether or not the business has tried to resolve the problem:
  Aside from generic replies at the beginning, the company has made no attempt to resolve the issue. I’ve had no follow-up despite repeated attempts.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a SunJoe DeThatcher online. It arrived on 4/9/23. I registered it online on 4/10/23. Warranty was presented as 2 years plus 90 days. I have the paperwork. On or around 5/15/25 while using it the drive gear broke. I called SunJoe and was told that they could not replace that part but that a replacement unit would be sent out and I would be informed via email when the backlog cleared and one was available. About a week after that having not recieved an email I called again. This time I was told that I would have to produce proof of purchase even though I had submitted the equipment information when I registered it. It was an online purchase and I was unable to secure an actual proof of purchase. On May 25 SunJoe emailed me and stated they were closing my request. I replied back that I was still simply asking them to mail me the replacement part, I wasn't asking for a replacement unit. They then told me again that they couldn't provide the part and asked if I had contacted any repair shops to repair the unit. I told them that I had. They also asked me to provide a photo of the white sticker on the unit to "Help us look into other avenues." On May 26 they emailed me to confirm my shipping address which I provided. On May 29 they informed me that "Upon reviewing the details on the unit’s sticker, we’ve confirmed that your unit is no longer under warranty. As a result, we are unable to proceed with a replacement". They offered my a 15% off coupon if I bought a new one. On May 30th I emailed them photos showing my original paperwork stating a 2 year plus 90 warranty. That would mean my warranty was good until 7/10/25 which we have not reached yet. On June 4 I received an email stating that they needed a copy of a valid proof of purchase even though "product registration serves to activate your warranty" After that email I informed them that I would be contacting the BBB and the MA Attorney General's office dept of Consumers Affairs. I can provide all emails.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a Snow Joe snow blower (model number 24V-X4-SB21) in Nov 2023, the machine became unusable in Winter 2024 because the batteries became defective. The product is registered and within warranty. After series of lengthy complaints with Snow Joe they finally agreed to send four batteries as replacements in Jan 2025; only for the replacements to be used units and dead on arrival. After communicaiton, Snow Joe then agreed to send replacements again and claimed the batteries, "should become available next season". However when I asked for more updates in March and then in May 2025, I received no updates at all. It is now past the Spring season which Snow Joe had promised the replacement batteries would arrive, and Snow Joe has been silent to multiple recent inquiries. Snow Joe should honor its warranty and immediately send me the four replacement batteries in new condition as promised.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the Sun Joe SPX4003-ULT from the Amazon store on May 31st 2024. On the page for it, it was offering a 2 year warranty on the product. The store from was Sun Joe, the support information was all of the information for Sun Joe. I used the product only a handful of times, and put it up for the winter in a Temperature controlled garage. After pulling it out this year for cleaning the porch, upon hooking it up and starting it, water started pouring from underneath. I contacted support regarding this matter, provided my invoice, and they are not honoring their warranty because it was purchased through ******. Even though it was purchased through their storefront on ******, they are refusing to honor their warranty.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 two-stage Snow Joe snow blower (24V-X4-SB24) in December of 2023. It worked fine for that one winter season, and I properly stored the batteries. Then when I wanted to use it in December of 2024, three out of four batteries were dead and would not charge. On December 31st of 2024 they sent me new set of replacement batteries. All of those arrived dead and would not charge. Then in January of 2025 they again sent me brand new set of replacement batteries, however, with no different outcome - they were also dead on arrival. Following that they ran out of those batteries (24VBAT-XR12) and I had been told I would be notified when they are back in stock. Nothing happened since then. Those batteries are obviously flawed as many other customers complained about the same. At this point I went through 12 batteries, out of which 11 were defective. I also went through the entire winter season (in which we had a lot of snow) without a snow blower. The only thing that Snow Joe offered is a store credit, but they sell no other snow blower which satisfied my needs - I have a long driveway and truly need a two-stage snow blower.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a Snow Joe 13 in. **-*********************************** Snow Shovel Kit with 5.0 Ah Battery Plus Charger. Model # **V-SS13-XR Serial # ************* from my local ***********The first season, it worked perfectly. The second season, I tried using it and it would not start. I called the company and it appears I was 11 days too late for its 2-year warranty. They claimed they did not have a service team to repair it. Basically, I was told there is nothing they could do. They offered me a 10% discount if I wanted to buy a new product but why would I spend any money on a company who doesnt stand behind their product beyond a 2-year window.

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Company agreed to refund my money. Gave them my bank informtion for ACH. Was told 7-10 business days. Did not happen. Percival said needed a little more time. I asked how much time, got no answer. Called and was told I would receive email in next 2 weeks telling me when, of course no email. These people are liars, end of story! Been lying since the start. Im filing suit soon, and Joseph C.  will be named on the contept warrent if they dont pay up!

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 was supposed to receive a replacement unit for the under-warranty Air Compressor that I sent back to them. They received my old unit and sent me out a new one on April 15. I got a tracking number, but the **** lost it somewhere in NJ (tracking ************************** says it was last seen on April 23). I contacted Snow Joe several times asking them to send a replacement (and get their insurance money back from ****) and they've not responded at all. I sent them emails on April 25, 26, 30 and May 7, 8, 12, 14 & 19. Today I also tried their chat option.

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 writing to formally express my disappointment and frustration regarding your product, the Sun Joe 20ViON Trimmer. While the tool itself functioned well initially, it is now rendered completely unusable due to your companys failure to provide replacement string spools, which are essential for its continued operation.After purchasing this product in good faith, I expected that replacement parts, especially something as basic as the trimmer string spool, would be readily available. Unfortunately, after extensive searching and multiple attempts to contact your support channels, I have found that no official replacement spools are available through your website or authorized dealers. This makes the tool a disposable item, which is unacceptable and ************* selling a product without continuing support for necessary consumables, your company is effectively cheating customers out of their investment. This practice not only reflects poor customer service but could also be viewed as deceptive, as there was no clear warning that the spools would become unavailable.I request immediate clarification on the following:Why are replacement spools for the Sun Joe 20ViON no longer available?Does your company intend to restock or provide a compatible alternative?If not, what compensation or resolution can be offered to affected customers?If I do not receive a satisfactory resolution, I will have no choice but to escalate this matter through consumer protection channels and online review platforms.I hope your company takes this complaint seriously and upholds its responsibility to customers who supported your brand.

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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’ve been dealing with a rightful warranty claim for a defective pressure washer for several weeks now. I was finally offered the only replacement available due to lack of inventory, after considering it for a day I called them and was given the run around by a 3rd party call center representative in another country. She did not understand I was calling to accept the offer and repeatedly told me she did not make the offer which she hadn’t, it was in writing from a company representative via email.
  
  I tried explaining that to her a dozen times and then asked to talk to a supervisor. She hung up on me at that point in time. I called back spoke to another call center representative who eventually told me she was transferring me to a supervisor as requested. I spoke with someone claiming to be a supervisor and I thought it was settled.
  
  Today I received a written response with a new claim number ignoring the previously agreed to claim. I called back and was lied to by someone who could barely grasp English, who refused to honor the written offer for a replacement provided to me by the company and lied saying she was unable to transfer me to a supervisor.
  
  I am demanding the honor the written offer for a replacement of the ***-3000 since it’s the only model they have in stock for my warranty claim on my ***-****.
  
  Please force them to honor their written offer immediately. Thank you. Please see attached screen shots of the offer via email and of my proof of purchase.
  
  Regards
  **** **********