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Business Profile

Manufactured Home Supplies

Snow Joe LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Manufactured Home Supplies.

Complaints

Customer Complaints Summary

  • 437 total complaints in the last 3 years.
  • 123 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:05/15/2024

    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.
    Bought a weed eater from them and it broke after the 1st use. It came with a full 1 year warranty so I contacted them to get it replaced and provided everything they asked for. After 2 weeks of them asking for all the documents they finally responded that they are out of stock and cannot honor their promised warranty

    Business Response

    Date: 05/16/2024

    Hello ******,

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

    Thank you
    Customer Service Team
    Shop ***

  • Initial Complaint

    Date:05/09/2024

    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.
    Date of transaction was: 4-27-22. Registered: 3 year warranty. Item is a : Sun Joe battery operated Sprayer. Complaint: Defective battery. No longer recharges. I am requesting a replacement.

    Business Response

    Date: 05/14/2024

    Hello *****

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

    Thank you
    Customer Service Team
    Shop ***

  • Initial Complaint

    Date:05/07/2024

    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 purchased a woodchipper in 2023 that stopped working within a few months of purchase and well within the warranty period. We contacted Snowjoe to inquire about a replacement given that this item was still under warranty. We were told we had to return the item to Snowjoe - not the store from which we purchased the item - but Snowjoe, and only when they had received this item would they send us a new chipper. It took several days to receive a return slip, but we finally received one from Snowjoe, returned the chipper, and waited for our replacement, which Snowjoe had assured us that they would send once they received our chipper. After waiting for a new chipper, we contacted Snowjoe (our fifth time at that point) only to learn that they had in fact sold the chipper that was supposed to be our replacement and had failed to notify us of this. Apparently, Snowjoe doesn't know when this item will be in stock, but if we're interested we can receive a mulcher (Snowjoe doesn't seem to understand that a mulcher and a chipper are not the same). Snowjoe refuses to refund our money despite not having the product we want and will only offer a store credit. This is of no use to us given that they have nothing we are interested in purchasing other than a chipper. We have spent hours arguing with them over this issue to no avail. We have contacted them repeatedly to inquire about when we can expect to receive a new chipper only to be told that they do not know. As of now, we are out of approximately $160 because they refuse to refund our money and we still do not have a chipper. We find it troubling that this seems to be a common practice with this company. Other reviews indicate that the company waits until the warranty on a product is about to expire, sends a new faulty product to replace the old faulty product, and then declares that the product is outside of the warranty period and the consumer is out of luck.

    Business Response

    Date: 05/09/2024

    Hello *******

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

    Thank you
    Customer Service Team
    Shop Joe 

    Customer Answer

    Date: 05/10/2024


    Complaint: 21680372

    I am rejecting this response because I have been in contact in Sunjoe for the past six weeks requesting a refund for an item that stopped working under warranty and has been out of stock since that point. At this point, the item remains out of stock; given the length of time we have been waiting for Sunjoe to rectify this issue and the endless communication we have had with this company regarding this matter, anything other than a refund is insufficient. In sum, we want a refund and are tired of begging Sunjoe to do the right thing. 


    Regards,

    Ash *******

    Business Response

    Date: 05/17/2024

    Hello ***,

    I understand your frustration and want to assure you that we are here to help and assist in resolving this matter to your satisfaction. Your concerns are very important to us, and we are committed to finding a solution. To that end, I will make sure that one of our Team Leads reaches out to you directly. They will work closely with you to provide the necessary resolution and ensure that this issue is fully addressed. Thank you for your understanding.

    Customer Service Team
    Shop ***

    Customer Answer

    Date: 05/20/2024


    Complaint: 21680372

    I am rejecting this response because:

     

    I am following up to check on the status of my complaint. Sunjoe continues to not provide me with a refund.

     

    Thank you,

    Ash *******



    Regards,

    Ash *******

    Business Response

    Date: 05/20/2024

    Hello ***,

    After reviewing your account in our system, I see that Team Lead ********* is currently assisting you with this matter. We want to assure you that your concern is a top priority for us and we are committed to resolving it promptly to your satisfaction. We greatly appreciate your patience and understanding as we work through this process.  

    Thank you

    Customer Service Team

    Shop ***

  • Initial Complaint

    Date:04/18/2024

    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.
    Purchased the indestructible garden hose sprayer less than a year ago on Amazon. Has been stored inside.Now it leaks in a number of the different spray position patterns. Contacted the company over a week ago to file warranty claim and never got a response. I noticed they stopped selling the hose sprayer nozzle on Amazon as well as in their website.

    Business Response

    Date: 04/18/2024

    Hello ****,

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

    Thank you
    Customer Service Team
    Shop ***

  • Initial Complaint

    Date:04/02/2024

    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.
    So we used your Snow Joe MELT25EB on our concrete loading dock in January of 2024, an item that they advertise as safer on wood and concrete and it ruined our loading docks. It cause the concrete to disintegrate and eventually fall apart.

    Business Response

    Date: 04/04/2024

    Hello *******

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our Senior Customer Service Lead, ******* ** *****************************

    Thank you
    Customer Service Team
    Shop Joe

    Business Response

    Date: 04/08/2024

    Hello *******

    Upon reviewing your account in the system, we have confirmed that we are offering a full refund for the product in question.  We understand the complexity of identifying the cause of damage to concrete surfaces and have thoroughly reviewed the matter. However, despite our efforts, we are unable to definitively establish a direct connection between the use of the ice melt product and the damage to your concrete loading docks.  Again, we apologize for any inconvenience this situation has caused and appreciate your understanding.

     

    Thank you

    Customer Service Team

    Shop Joe

    Customer Answer

    Date: 04/09/2024



    Complaint: ********



    I am rejecting this response because:



    The manufacturer is not providing compensation for the damage their product did. They are stating it didn't cause but also state that it's inconclusive. So they should send an independent expert to properly conclude rather than dismiss the claim it didn't cause an issue because the issue wasn't there until we used their product.



    Regards,



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

    Business Response

    Date: 04/09/2024

    Hello *******

    We understand the complexity of this situation and recognize the challenge of determining the cause of damage to concrete surface. Regrettably, we have been unable to conclusively establish a direct link between the use of the ice melt product and the damage to your concrete loading docks. We are offering a full refund for the product in question.  Again, we apologize for any inconvenience.

    Thank you
    Customer Service Team
    Shop Joe

  • Initial Complaint

    Date:03/24/2024

    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.
    The Snow Joe battery operated power shovel i purchased had an issue with battery shorting out. I called for replacemebt that was provided with the warranty. After several phone calls, emails and contacts I was informed that the Snow Joe corporation would send replcement. I was told that the product was out of stock but would be sent as soon as in stock. After seveeral email exchanges company stated that they would replace but terminate my extended warranty if I agreed to replacement I agteed to have replacement conditions. After several more emails and promises the Snow Joe corporation representative stated they would not be replacing the product. I have spent over a year attempting to get this situation resolved , with only false promises and being stone walled. I truely would apprciate any help you may be able to provide. As well as contacting the Snow Joe corporation about this complaint. I am sure I am not the only one having issues with this Company.

    Business Response

    Date: 03/25/2024

    Hello *******,

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

    Thank you
    Customer Service Team
    Shop Joe 

  • Initial Complaint

    Date:03/14/2024

    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.
    Purchased a snow blower from Snow Joe through their licensed retailer in ****** (Home Depot)The unit was defective and I tried to put through a warranty claim. When I first contacted Snow Joe, they told me my unit was several months back ordered. So I asked if I could upgrade the unit to get something relatively soon. They told me I could but shipping was not covered. The shipping for a replacement unit is covered but not for an upgrade (doesnt make sense). Asked for the manager, who provided me 20% off and advised I would get a refund for the amount I paid and 20% to help offset shipping.Went through all the effort to destroy my existing unit, and when I got my credit it was missing the tax amount I paid. However I would be responsible in paying tax again for the upgrade unit. Again told this was policy, which was never mentioned to me. How can you not refund tax when I paid that for the original unit?Then when I tried to place the order, the agent couldnt even complete the order because the discount code wouldnt work with the already lower credit they provided me.This company is a complete joke, who doesnt refund tax if its been paid, and who charges a customer shipping when you are shipping out a unit regardless (especially if my unit is not available)

    Business Response

    Date: 03/15/2024

    Hello ******,

    We apologize for any inconvenience you have encountered.  After looking up your account in the system I see that a store credit in the amount of $221.00 USD was provide for the purchase of the Snow Joe SJ627E snow blower done at ********** Canada. Given that our operations are based in *****************, we are unable to provide coverage for taxes paid in other countries, such as ******. The taxes you paid are specific to the ******** tax system and are not within our purview to reimburse. We apologize for any inconvenience this may cause and appreciate your understanding in this matter. The store credit Gift Certificate code you received does have an expiration date.  

    Thank you 

    Customer Service Team

    Shop ***

    Customer Answer

    Date: 03/15/2024


    Complaint: 21434887

    I am rejecting this response because:

    I understand the tax portion, though unreasonable as ********** is your certified seller here in ******. This is something you guys should figure out when selling in another country, like having your warranty processed through one of your certified vendors.  I was not provided an accurate account for how much credit I would be given and had to go through this process blindly. Again, even with the unit that was offered as a replacement does not work with your promotion you are providing. Please explain why I am being charged shipping when you guys would be replacing my unit anyway with a replacement one? 

    I followed your process, disposed of my unit and now I am left with nothing and have credit that cannot even get me a replacement.

    I would like a direct replacement for my unit with no other charges being applied. Absolutely ridiculous customer service! 


    Regards,

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

    Business Response

    Date: 03/15/2024

    Hello ******,

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

    Thank you
    Customer Service Team
    Shop ***

    Customer Answer

    Date: 03/18/2024


    Complaint: 21434887

    I am rejecting this response because:

    I have not received any communication yet. 


    Regards,

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

    Business Response

    Date: 03/19/2024

    Hello ******,

    I am sorry to hear of this matter.  I will ensure you get contacted today by one of our Team Lead.  If you do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

    Thank you

    Customer Service Team

    Shop ***

  • Initial Complaint

    Date:03/13/2024

    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.
    I purchased several pressure washers, and they continue to stop working within less than a year. The company was contacted, and I demonstrated, proof that I have this item, in my possession, through use of a serial number. I was informed, by *********, that this replacement will not happen because I cannot find my Walmart.com receipt. Why would they need this receipt, when they sent me out a replacement which also broke. I even offered to return this defective item initially, before I was to receive an new, replacement, but this is still not good enough for the company. I was most recently informed that I could simply buy a new one. How is this fair? The company is selling LEMONS/Defective merchandise, and gets away with it.

    Business Response

    Date: 03/18/2024

    Hello ******,

    We apologize for any inconvenience you have encountered. After looking up your registration account in the system, I see that a warranty order, ORD0000004765, has been created to replace your faulty unit. 

     

    Thank you

    Customer Service Team

    Shop ***

  • Initial Complaint

    Date:03/11/2024

    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.
    Could you please provide an update regarding my yard vacuum? Will you be sending me a new bag, or should I expect an RMA# to return the unit? If the bag is on its way, I would appreciate it as soon as possible. Otherwise, kindly issue the ***** and I'll arrange for *** to return the unit for a replacement, complete with a bag.3-1 Walk Behind Outdoor Vaccum Blower /Mulcher #SBJ803E Under Warranty Nov.1, 2022 to January 29, 2025. The bag with the unit failed in the month of November and I have been trying to get it replaced ever sense and get nothing but excuses. Out of stock. Now they are scrubbing my account information on the warranties, but I printed it out.

    Business Response

    Date: 03/12/2024

    Hello ***,

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

    Thank you
    Customer Service Team
    Shop ***

  • Initial Complaint

    Date:03/05/2024

    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.
    WAREHOUSE SHIPPER DID NOT PAY ** FOR SERVICES COMPLETED IN FREIGHT/LOGISTICS. AND HAVE HELD HOSTAGE THE MONEY OWED TO US. THE CUSTOMER WE WORK WITH IS **********************. WE NEED YOUR HELP TO SOLVE THIS PROBLEM. OUR LINE OF CREDITS ARE FULL AND WE ARE READY TO GO OUT OF BUSINESS DUE TO SNOW JOE. WRONG BUSINESS PRACTICES. FRUAD. FALSE COMMUNCATION. CARRIERS COLLECTIONS ARE NOW GOING AFTER OUR SMALL BUSINESS DUE TO SNOW JOE HOLDING PAYMENT.

    Business Response

    Date: 03/06/2024

    Hello ******,

    We apologize for any inconvenience you have encountered. Please feel free to contact the accounting department regarding this matter. At Shop ***, we always strive to provide exceptional customer service and support. Whether you are experiencing an issue with an Aqua ***, Auto ***, Snow Joe, or Sun Joe product, we are here to assist you every step of the way.

    Thank you
    Customer Service Team
    Shop ***

     

     

Snow Joe LLC is NOT a BBB Accredited Business.

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