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:03/01/2024

  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 ordered the Auto *** ATJ-CA100 Ultra Compact Cordless Digital Air ************************ on 8/15/23. The website says that Sun Joe offers a 2 year warranty on this item. When I received the item and tried to use it, I realized that it was defective. The pump would not add air to my auto tires. It kept stopping before reaching the selected pressure. It would also not refill some air spray cans. In addition, after trying to use it a couple times, the air ***** clamp broke off. My manual air pump works much better than this thing. On November 29, 2023, I wrote Sun Joe, notified them that the item is defective and that I would like to return it for refund. At first, their customer service offered a refund or replacement product. After several email back and forth, in which the customer service people were confused and/or did not read my emails, they said would not refund my part of my money if I replaced the item for a less costly item. So I asked for a refund. Then, customer service claimed they could not give me a refund. They said they could only offer store credit. I told them this is not what I was told earlier and again asked for refund. They then said they were going to refund my money and asked for my address, which I sent. Then, they said they could not give me a refund. They could only offer credit refunds. I again told them that this is not what they originally said and again asked for a refund. **************** wrote and said "we'll try to get a refund and keep you updated". That was 12/18/2023 and it was the last I heard from them. It is now 3/1/2024, 2 1/2 MONTHS later.When I told them that I was going to file a complaint with BBB, they claimed to be working on my issue again and offered store credit again. But their products are JUNK and they do not stand behind their products, therefore I do not want any more of their products. I want my money back on a product that is still under warranty.

  Business Response

  Date: 03/04/2024

  Hello Bett,

  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 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:02/27/2024

  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.

  Warranty claim, sent out the defective gravity chair back to them on oct 2023 and after 4 months I haven't received by replacement chair. Many Email exchanges and usually after 2 weeks they will close the claim and I will usually have to email them again to leave it open since I haven't received my replacement! Hard to believe they can't have a replacement sent after 4 months of waiting!

  Business Response

  Date: 02/28/2024

  Hello ****,

  We apologize for all the inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you 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:02/25/2024

  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.

  The issue is that a snowblower that was under warranty was replaced with a non working, and inferior one. The original blower was received March and when it arrived was dismayed with what was sent ....very cheap ! I contacted them about my concern about the replacement and my doubt that it would perform like the original , plus no way to test the replacement unit because of time of year. So fast forward....we finally had some snow that the unit should have been able to move and it goes a few feet an stops. Then green grass till January....go to try it again and still same problem. I contact Snow Joe and the response is we will give you a 20% discount to buy a new one??????emails and phoning has not resolved the issue that they sent a warranty replacement that does not work.Quite the scam since they say you get 2 years warranty and then send a defective unit as the solution to product failure under warranty!We are seniors and the initial outlay of the unit and additional battery was a huge hit for us .... only to be treated this way! They were supposed to replace the brand new battery for the original unit at the time of original claim but didn't and took form March to October to get that straightened out. But batteries no good for a unit that does not work! Very bad warranty service! Sure I am not the only one. Original inquiry Feb 23/23 #******* Thank you for listening.

  Business Response

  Date: 02/28/2024

  Hello ******,

  We apologize for any inconvenience you have encountered.  After looking up your account I see that a warranty replacement has been processed and shipped under new order number ORD0000002401.  In fact, it has already been shipped through *** with tracking number 1ZW90R376822147303.

  Thank you
  Customer Service Team
  Shop ***

   

  Customer Answer

  Date: 03/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/22/2024

  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.

  The snow joe company does not honor their warrantys. The unit I had received had broken within 3 months of every other weekend usage. I had received a new one, and purchased a two year extended warranty. It broke again shortly thereafter by leaking water internally, and they refused to help or replace the unit even though they allowed me to register the unit and pay an additional $42 for the 2 year extended warranty. They would not offer me a refund on the warranty or the unit, and were unable to do anything about the situation.

  Business Response

  Date: 02/29/2024

  Hello ***,

  We apologize for any inconvenience you have encountered.  After looking up your account in the system I see that a full refund in the amount of $42.89 was issued for the purchased of the 2 year extended warranty that was purchased on order number SJ585709.

  
  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:02/12/2024

  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.

  Very lightly used. Product will no longer turn on whatsoever. Tried ensuring it was clean and also tried other outlets in the house. Submitted a warranty claim and confirmed I am still within the warranty. Claim was over 2 weeks ago. Tried following up and they won't respond. They also will not even respond at all to any questions in the live chat feature on their website.

  Business Response

  Date: 02/29/2024

  Hello *****,

  We apologize for any inconvenience you have encountered.  After looking up your account in the system, I see that a warranty replacement order is being processed under order number ORD0000002832.  Once you initiate the return the warranty order will ship and you will receive a tracking number via email. 

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:02/07/2024

  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.

  I bought a snow joe snowblower and the warrenty on the battery is 2 years but 2 of my 4 battery only worked twice. When I got them out this year 2 are completely dead and won't take a charge. I stored them in my dry basement during the warmer months. I have emailed and went through chat with no response. I tried to call the customer service number and it always says no one is available to take my call. No matter what time of day. I just want the 2 batteries replaced. The snowblower worked great last year. ORDER NUMBER - ********

  Business Response

  Date: 02/28/2024

  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 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:02/05/2024

  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.

  Worst company customer service; be calling for months to get a warranty replace snow blower. They have documented numerous calls; I can't even get it evaluated passed foreign speaking customer service people. I want a replacement blower for my broken one. Not uploading any documents they have my history in the system because everytime I call they have the history.

  Business Response

  Date: 02/06/2024

  Hello ******,

  We apologize for any inconvenience you have encountered.  After looking up your account in our system I see that a new warranty replacement order has been requested to have the 24V-X2-SB18-TV1 shipped under new order # SJWTY00473030.  A confirmation email has been sent that includes a *** prepaid return shipping label to return your faulty unit back to us at no cost to you.  Once you initiate the return through *** the warranty order will automatically ship sending you a tracking number via email.  

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 02/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/05/2024

  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.

  Purchase date was 6/11/2022 for $52.00 at a ******** there is a 2year full guarantee that came with the product and I did register the product when purchased as required. I have spent the last 5 months back and forth with the company to get a replacement hose ( the only thing wrong with it) *********** had me email all the information and had me in the system as the registered owner. The receipt which I do have, has a printing error (faded) I was told I would have to go back to ******* to get another receipt, problem is that they are unable to pull the receipt because of the date, I spoke with the manager. I called again today to the company and explained to them the issue. They did offer me a newer version, but would have me put on a list where I would receive a email and then call them back. I asked the representative to speak to a supervisor which is going to call me today, I have the original box, all the paperwork and the faded receipt with my card number on it as well as registered it.Trying to get the company to uphold their promise of warranty has taken me hours of time, I would understand completely if I didn't register it, had no receipt, box and paperwork, but I have everything. At this point I am so disappointed on the handling of this situation and feel it needs to be addressed and I truly love the product, but the warranty procedures are out of control.

  Business Response

  Date: 02/06/2024

  Hello ********,

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

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

• Initial Complaint

  Date:02/04/2024

  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.

  I purchased a snow blower from Snow Joe LLC in November 2023. I first used it Jan 17, 2024 and it stopped working within 2 minutes. the warranty is registered. I have contacted them for a resolution and all I get is be patient someone will contact you etc. etc. etc. It has been 3 weeks now and i have had no meaningful contact except they keep repeating the troubleshooting guide which I have completed 3 3 times. The machine is broken and it should be replaced or repaired under warranty.

  Business Response

  Date: 02/05/2024

  Hello ****,

  We apologize for all the inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you do  ot receive any communication within 24 hours please contact our *********************** Lead, Kleber, at ************************************.

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe 

  Customer Answer

  Date: 02/06/2024

  
  Complaint: 21243741
  
  I am rejecting this response because: this is a typical response from snow joe as per all BB complaints I have not received anything further from Snowjoe. I don't believe anything will actually happen.
   
  *************************

  Business Response

  Date: 02/08/2024

  Hello ****,

  We apologize for all the inconvenience you have encountered.  I will have our *********************** Lead, Kleber, contact you to further assist in this matter.  If you would like to contact him directly please email him at ************************************.

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 02/15/2024

  
  Complaint: 21243741
  
  I am rejecting this response because:

  The business has not followed through on replacement or refund. I was offered a new unit or a refund. I chose a replacement unit. The business requested I disable and recycle the failed unit and send pictures.

  I did that, now no response for 4 days and I have destroyed the failed unit as instructed to do and now have nothing.

  instructions below

  Pictures of disabled unit at the recycling store attached.
  
  Please advise when I can expect the replacement unit.
  
  *************************
  
  
  
  
  "
  From: *****************************
  Sent: Thursday, February 8, 2024 7:01 AM
  To: ****
  Subject: Re: SJ ******* and BBB 21243741
  
  Thank you for your reply.  At this time, we do not require the non-working unit back.
  
  Your safety is a priority. Before you begin working with electrical units, please remember to wear safety gloves and the appropriate gear necessary.
  
  Disconnect and Power Down:
  Ensure the electrical unit is disconnected from any power source and turned off. This minimizes any potential risk during the cord-cutting process.
  
  Cut the Cord:
  Use a wire cutter or heavy-duty scissors to cut the ********** to the body of the unit.
  
  Remove Batteries:
  If the item has a removable battery, take it out. Batteries require special handling due to their chemical composition and potential environmental impact.
  
  Recycle:
  The Rechargeable ***************************** (RBRC) can give you information on where to take the batteries in your area. Visit www.call2recycle.org/ or call 1-800-8BATTERY ***************).
  
  Disassembly (Optional):
  If you're comfortable doing so, you can disassemble the unit to separate its components.
  
  Upon doing so, please provide me with a picture or small video of the item being properly discarded.
  
  Thank You,"

   

  no follow up since that date although i sent photos as requested.
  
  
  Regards,
  
  *************************

  Business Response

  Date: 02/28/2024

  Hello ****,

  After looking up your account in the system, I see that a new replacement unit, 24V-X2-SB18-TV1, has bene processed under new order number ORD0000001681.  In fact, it has already been shipped through *** with tracking number 1ZW90R376822130115.  We apologize for any inconvenience and appreciate your patience.  

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:01/27/2024

  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.

  I purchased a snow joe snow blower a couple of years ago that had some mechanical issues last winter. I reported the issue to the company, they covered it under warranty and sent me a new unit. Fast forward to this winter and the first snow since getting the new unit and the same issue occured. I contacted snow joe again on January 13th, a second time on the 16th and to this day have not heard anything from the company. The confirmation email of my initial request gave me ticket number ******* for reference.

  Business Response

  Date: 02/08/2024

  Hello *****,

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

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 02/13/2024

  
  Complaint: 21208805
  
  I am rejecting this response because:
  I reached out to the email address provided and have not heard anything in response. My communication with customer service has yielded no solution or assistance on the matter. The fact of the matter is that snow joe sent me a device as a result of a warranty defect that has the exact same issue as the original unit. I believe that snow joe should back their product and do what's required to make it right. Apparently snow joe has knowingly sold defective snow blowers for years without implementing any kind of fix to the issue. 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 02/29/2024

  Hello *****,

  I am sorry to hear that you were not contacted.  I assure you that our *********************** Lead, Kleber, will contact you today to rectify this matter. 

  Thank you
  Customer Service Team
  Shop ***

   

  Customer Answer

  Date: 03/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Snow Joe has agreed to cover the snowblower under warranty and will send me a new unit with a one year warranty. 
  
  Regards,
  
  *****************************