We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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.
  • 122 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/26/2024

    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 got the snow blower as a Secret Santa gift I don't have a receipt all I want is a replacement they said it first they could do a one-time replacement and then they denied it

    Business Response

    Date: 01/31/2024

    Hello ******,

    We apologize for any inconvenience you have encountered.  We understand that you were initially informed of the possibility of a one-time replacement for the snow blower. Unfortunately, we encountered a challenge as our standard procedure requires proof of purchase in the form of an invoice for warranty claims.  I have included our Customer Promise details as our primary goal is to assist you in resolving this matter and provide you with a replacement unit.  However, we do have guidelines and procedures in place to ensure the fair application of our warranty policy.

    Thank you

    Customer Service Team

    ********************** + ******************** 

  • Initial Complaint

    Date:01/25/2024

    Type:Delivery 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 a snowblower from Snow Joe on January 8, ****. I have yet to receive my snowblower and I have called at least 10 times and keep getting customer service thats routed overseas. The customer service representatives keep promising me that my snowblower will be shipped and they keep promising me that everything is being handled properly. When I call back and nothing has been shipped yet they give me the runaround and continue Telling me the same stories over and over again. I cant seem to get anyone from the ******* ********** snow Joe *** business to actually talk to me and actually ship my snowblower. I have asked for a refund and *** never gotten my refund. I had a supervisor on 1/19 ask me to give him a chance to resolve the issue and told me that he would call me back tomorrow 1/26 and he would have my snowblower ship this week. As of now, it still has not shipped and I also have not been refunded. ***** Tracking has showed label created for my snowblower since 1/9/**** and nobody has been able to resolve why it is not being shipped. ***** has not received the shipment from Snow Joe. Im frustrated, Im tired, and I have not seen such bad company service in a very long time. Im disabled and this is becoming way more of an issue than I originally thought. Its actually verging on criminal. I ordered the snow blower to help me since Im disabled and its snowed 3 times so far since I ordered the blower. Also, I cant order another one until I get refunded. All Im asking is to please either A. Ship my blower immediately or B. Refund me Its not that difficult!

    Business Response

    Date: 01/26/2024

    Hello ******,

    We apologize for all the inconvenience you have encountered.  After looking u your account, I see that a refund has already been submitted for the Snow Joe SJ625E snow blower that you have not received. 

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

  • Initial Complaint

    Date:01/25/2024

    Type:Product Issues
    Status:
    Resolved
    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 Joe 24V-X2-SB21 in July 2023 and registered it with snow joe. The first snow I tried to remove with it was December 2023 and the unit kept shutting off. Completed all troubleshooting online to no avail. So I called snow joe for help. They stepped me through additional steps and determined the unit was defective. They had me send in my receipt and then sent me a shipping label to send back for replacement. I was told once they received the defective unit back they would issue a credit in 1-3 days. I verified snow received my snow blower on 1/12/23, and I called on 1/15/23 and they verified it was received and they would be issuing a credit. I did not receive a credit, they will not answer their phones, they will not respond to email, they will not respond to chat.

    Business Response

    Date: 01/26/2024

    Hello *****,

    We apologize for all the inconvenience you have encountered.  After looking u your account I see that a store credit in the amount of $299.00 has been issued and a Gift Certificate code, gfqxjrkppftdg8mc, has been emailed.  The store credit does not have an expiration date and it can be used on anything sold at www.snowjoe.com; clearance, *************** of the Day, regular price or sale price items.  


    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

     

     

    Customer Answer

    Date: 01/26/2024


    Complaint: 21196817

    I am rejecting this response because:

     

    My snow blower was defective and you sent me a shipping label to return it.  I shipped it back and it was received by snow joe on Friday 1/12.  I called Monday 1/15 and you verified it was received and I would be issued a credit in 1-3 days.  It has been 8 days and no credit has been issued.  I finally received the credit 1/25.
    The sale of the day would be an acceptable replacement and it on sale for $340.  I would purchase it to replace my defective unit but I did not get the credit until 1/25.  The same unit is now 399.

    i was given a credit for $299, price paid minus tax.  The price of the new one is $399 plus tax, it will be 399+24-299=124 extra for a comparable replacement (smaller but a slightly better motor).  They no longer make my unit.



    Regards,

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

    Business Response

    Date: 01/29/2024

    Hello *****,

    I am sorry to hear of this matter.  I will ensure that our *********************** Lead, Kleber, contact you to rectify this matter.  If you would like to contact him directly email him at ************************************.

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 01/31/2024

    [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. There was a misunderstanding due to Snowjoe having technical difficulties for almost a week.  They provided a credit and offered to make it completely right.  They are a trustworthy company and would not hesitate dealing with them in the future 

    Regards,

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

  • Initial Complaint

    Date:01/24/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have bought several Sunjoe pressure washers (we have two homes and have one each place)The pressure hose burst. Spoke to customer service, and that particular part was unavailable. They offered a warranty replacement unit.In good faith, we returned it and they were supposed to ship replacement unit once they received defective unit.I have been calling asking for tracking number and someone was supposed to call back on Monday this week. The phones are not being answered. There is a message that says no representatives are available.Emails from last week have all gone unanswered.Needless to say, we have not received replacement item and now we dont even have the defective unit with the bad hose so we have absolutely nothing for which we paid for!

    Business Response

    Date: 01/26/2024

    Hello *****,

    We apologize for all the inconvenience you have encountered.  After looking u your registration in our system, I see that a new replacement pressure washer has been processed under order # SJWTY00471097 and shipped through ***** with tracking number 800001058519.

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 01/30/2024

    [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:01/24/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Order # SJ971145 ordered on 1/7/24 from Snow Joe. I'm not looking for anything special, I just want someone to answer the phone or respond to my emails! And I want the product I paid for! It has not been shipped as of today and I cannot contact anyone...

    Business Response

    Date: 01/26/2024

    Hello ******,

    We apologize for all the inconvenience you have encountered. After looking up your order in our system, I see that we have reshipped your order under new order # ORD00000863218.  In fact, it has been shipped through ***** with tracking # 800001436489. 

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 01/26/2024

    [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.  Although, not really sure why there were no representatives available through phone for several days...

    Regards,

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

  • Initial Complaint

    Date:01/24/2024

    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.
    Received a cordless snowblower from SnowJoe. The first snow I tried removing snow and the unit lasted approx 3 minutes. Stopped and would not run agaian. Called support and went through troubleshooting procedure. SJ sent out a replacement. The replacement did the same thing. SnowJoe will not answer support calls any longer. Want a refund as I am not going through this for a third time.

    Business Response

    Date: 01/26/2024

    Hello *****,

    We apologize for any 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

  • Initial Complaint

    Date:01/23/2024

    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 have purchased a snow blower that stopped working the first time it was used.I received a replacement unit on warranty, it also stopped working the first time it was used.I just want my money back now.

    Business Response

    Date: 01/24/2024

    Hello ***,

    We regret to learn that your replacement unit has also ceased functioning. I empathize with the frustration that arises from not having a reliable unit when needed. I completely understand your desire to return it for a refund. As you purchased the unit from CBS Deals and are still within the 30-day return policy, I recommend reaching out to them for assistance. You can contact them at ************** or email them at ***************** to facilitate your request further.

    Thank you

    Customer Service Team

    Snow Joe + Sun Joe

  • Initial Complaint

    Date:01/23/2024

    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 a Snow Joe Snowblower 24V-X2-SB18 18-Inch 48-Volt 4--Ah Cordless Snow Blower in January 2022. I just attempted to use it for the first time on January 19,2024 because we had no snow in almost 2 years. When I attempted to use it, the snow blower turns on but then turns off after a minute or two. it will not restart until I take the batteries out and re-insert them again. After closer examination of the snowblower, there seems to missing buttons(start/stop and headlights). The snow chute cleaner is also missing. I have been calling the company for support as directed at ************ and keep getting a message the no representatives are available and then disconnects. I also have gotten no response to my emails for assistance. I would like to exchange this unit for a new working unit that I paid for. I can't get any response from the company after 4 days and several support requests and phone calls. I can provide receipts if needed

    Business Response

    Date: 01/24/2024

    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

  • Initial Complaint

    Date:01/23/2024

    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 battery powered snow blower that started smoking after using the product twice during normal use during a snow event. Called the customer support line to find that no agents are ever available. Also emailed the support team and getting no responses.

    Business Response

    Date: 01/23/2024

    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 email him at ************************************.

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

  • Initial Complaint

    Date:01/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have a Sun Joe pressure washer that is under warranty that has a defect. That, however, is not the reason for this complaint. For the last five days I have been calling their support number (and emailed and chatted with their chatbot). The support phone number, which they say is open seven days a week, goes immediately to "there are no support agents available to take your call, please call back later" and hangs up .. at all times during the posted hours of operations.

    Business Response

    Date: 01/24/2024

    Hello ****,

    We apologize for any 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: 01/24/2024


    Complaint: 21185325

    I am rejecting this response because:

    I have yet to be contacted by the company, my warranty claim is now almost a week old, their phones still immediately say there are no agents available and then hangs up -- it would appear they have ceased operations.  

    I have also reached out to the email address sent in their response to the BBB (even though they should have made contact with me)l still there has been no actual communication from them.




    Regards,

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

    Business Response

    Date: 01/26/2024

    Hello ****,

    I am sorry ot hear that you were not contacted on this matter.  I will assure you that ****** will contact you today via email to rectify this matter immediately. Again, we apologize for any inconvenience.  

    Thank you

    Customer Service Team

    ********************** + **********************

    Customer Answer

    Date: 01/29/2024

    [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,

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

Snow Joe LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.