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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.
  • 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/22/2024

    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.
    Ordered a battery charger on 1/07/24 told 3-6 business days to be delivered. **************** keeps telling me sorry, cant seem to get a n answer on when it will arrive. They had no problem charging my credit card and taking those funds.

    Business Response

    Date: 01/23/2024

    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 you can email him at ************************************.

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

  • Initial Complaint

    Date:01/22/2024

    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 been trying to contact the company about a warranty issue. Every phone number I have tried for the company, says no "agent is available, call back later." I can't even reach the corporate office, it has the same message. Snow Joe 24V-X2-SB18 18-Inch, 48-Volt IONMAX Cordless Snow Blower Kit (w/ 2 x 4.0-Ah Batteries + Charger), Blue

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

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    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,

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

  • Initial Complaint

    Date:01/22/2024

    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.
    Purchased a battery operated 18 inch snowblower less than 1.5 years and probably only used it last year 3 times. The first snow fall in **** I took out the blower and the motor would not engaged. I register the product with Snow Joe and sent them an email regarding the problem.I was assigned a ticket # ******* on 01/13/24 but have not heard anything from them. Have tried to call but the response was try later. Tried on line as well and it kept luping the responses with noone engaging in my issue. I feel like they are avoiding service calls. You would think they would at least email me but nothing. It feels like a scam on their product warranty.Serial # ************* product # ION 18SB

    Business Response

    Date: 01/23/2024

    Hello *****, 

    We apologize for all the inconvenience you have encountered as we are experiencing high volume of emails.  I will ensure 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:01/20/2024

    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 purchased a snow blower and two extra batteries. This year on it's initial use, the blower failed. I reached out to the company as it is still under warranty twice and have not heard back. My wife and I are 70 and 67 respectfully and had to hand shovel both snow events this week.
    Items Ordered Price
    2 of: Snow Joe iON+ System Compatible 24VBAT EcoSharp Pro Lithium-Ion Battery, 24 Volt, 4.0-Ah
    Sold by: ********** Services, Inc
    Supplied by: Other

    Condition: New
    $49.99

    Shipping Address:
    j**** ** ****** *** ********** **
    L********* ** **********
    United States

    Shipping Speed:
    Two-Day Shipping

    Shipped on November 21, 2022

    Items Ordered Price
    1 of: Snow Joe 24V-X2-20SB 20-Inch 48 Cordless Snow Blower, Kit (w/2 x 24-Volt 4.0-Ah Batteries and Charger)
    Sold by: ********** Services, Inc
    Supplied by: Other

    Condition: New
    $349.44

    Shipping Address* ***** ** ****** *** ********** ** ********** ** **********
    United States

    Shipping Speed:
    Two-Day Shipping

    Payment information
    Item(s) Subtotal: $449.42
    Shipping & Handling: $0.00
    -----
    Total before tax: $449.42
    Estimated tax to be collected: $26.97
    -----
    Grand Total: $476.39
    Payment Method:
    Buy Now, Pay Later


    Billing address ***** ** ****** *** ********** ** ********** ** **********
    United States

    Business Response

    Date: 01/22/2024

    Hello ******

    We apologize for all the inconvenience you have encountered. We have been experiencing a high volume of calls, chats, and emails than normal.  After looking up your account in our system, I see that we have responded to your email (ticket # *******) regarding the issue you are having with your 24V-X2-20SB snow blower.  We provided trouble shooting steps, however, if that does not resolve your issue we are happy to further assist you with in replacing your unit under the manufacture's warranty with a brand new one. 

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 01/22/2024

    [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. This acceptance is based on follow through by the manufacture.



    Regards,



    ***** ******

  • Initial Complaint

    Date:01/16/2024

    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 purchased an electric snowblower from this company 12/4/22. Order Number: SJ872464 Total Price: $1077.84. The snow blower would only work for **** minutes at a time and one battery would start blinking and it would beep and shut off for **** minutes until it "cooled down" There was also arcing electricity in parts of the snow blower. They agreed to replace that one battery last year and it worked until the season ended. We got our first snow of the year last week and I tried to start the machine again and the batteries were not working again. Three of them would not accept a charge, the 4th would not charge past half full. It's been about two weeks of trying to communicate with the company and all they can say is the batteries are out of stock and there is nothing they can do. They say 4-6 weeks (Winter will be close to over) and other things i've read online say they are out of stock for years. I've used this machine about 10 times after spending a thousand dollars on it and it has either not worked well or not worked at all. When I call the customer service line, it appears to be a scam regarding a 100 dollar gift card. Chat representatives and email have been lacking as well. I wonder if this business is even running anymore.

    Business Response

    Date: 01/17/2024

    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: 01/25/2024


    Complaint: 21152196

    I am rejecting this response because: the company initially made efforts to replace the defective unit by phone call but hasn't followed up in over a week at this point.



    Regards,

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

    Business Response

    Date: 01/26/2024

    Hello *****,

    I am sorry to hear that this matter was not resolved.  I will ensure my Team Lead contacts you today with resolution and take care of your matter immediately to your satisfaction.

    Thank you

    Customer service Team

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

    Customer Answer

    Date: 02/03/2024


    Complaint: 21152196

    I am rejecting this response because: the company does not follow through with what they say they will do to replace the defective unit. They respond when BBB gets involved and have me do all sorts of things to destroy my unit but do not ship the replacement. 



    Regards,

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

    Business Response

    Date: 02/05/2024

    Hello *****,

    After looking up your registration account in our system I see that a new replacement order has been created, order # ORD00000864300, to have the Snow Joe 24V-X4-SB24 (96V 24-** Dual Stage Snow Blower, Kit w/4 x 24V 12Ah Batteries and Quad Charger) shipped.  In fact, the order has already been processed and shipped through a courier called UBER FREIGHT with tracking # 643 777 105.

    Thank you

    Customer Service Tam

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

    Customer Answer

    Date: 02/06/2024

    [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:01/16/2024

    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.
    I ordered a SnowJoe snow blower (SJ625e) from BJs on 11/26/2023. When I used it the first time on 01/07/2024, one of the main parts got broken and made it useless. I opened a warranty ticket on Snowjoe.com, sent several follow-up emails, tried to chat on the site, and called them but no progress at all. One time I managed to talk to an agent. She requested pictures of the broken part and invoice and told me that they would send me a return label to replace the item. I sent them the information immediately but then again no response to any emails, no return label, and nothing but ignorance. It is snowing right now but I am not able to use the product that I paid for. Another issue is whenever you send an email or talk to someone. they are creating a new ticket rather than adding information to the same ticket so I am not sure how they would know what to do. The ticket number that I sent the pictures and invoice is *******. They can search the emails with this ticket number as the subject if they want to see the invoice. I also sent the pictures to the phone number they provided. I need a refund or replacement immediately since it is winter and there is no point in having it after all the snowing is gone.

    Business Response

    Date: 01/16/2024

    Hello Cihat,

    We apologize for all the inconvenience you have encountered.  After looking up your account I see that we offered you a new replacement unit as you provide a copy of the invoice.  We replied to your email requesting to verify your shipping address so that we can start the process of replacing your unit under the manufacturer's warranty.  

    Thank you

    Customer Service Team

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

    Customer Answer

    Date: 01/19/2024


    Complaint: 21150972

    I am rejecting this response because:

    As soon as I got this message, I provided the confirmation of my address on 01/16. They responded the next day (01/17) saying that the received it and they will provide a return label in 24 hours. 2 days past, I sent reminder emails but again no response. How difficult can it be to to send an email? It should take 5min the most. It is not a great experience to wait for multiple days for each and every step.


    Regards,
    *****************************

    Business Response

    Date: 01/22/2024

    Hello Cihat,

    I understand the frustration but we are experiencing high volume of calls, chats and emails than normal.  After looking up your account I see that we have replied ot your email advising the instruction needed to do with your faulty snow blower.  A new replacement snow blower order has been created and will be shipping shortly.  

    Thank you

    Customer Service Team

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

  • Initial Complaint

    Date:01/07/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    8 Months ago I had a SunJoe Leaf Blower combo vacuum 40 V that failed while under warranty. Contacted SunJoe and provided all the information they requested. I provided the same information to st least 5 different people all in *************** and all causing me start over every time I made an inquiry. Eventually they told me that they no longer made the unit that failed and that the unit that it was replaced with was out of stock and Zi would be notified when one is available . At the six month point I wrote back and asked why I had not received it and there was no response other than to issue yet another case number. no one contacted me and now a month after the last contact they said since I didn't contact them my case was closed . This is by far one of the worst, evasive and lying Company I have ever dealt with. The so called replacement has been available at big box stores all during this time and I've been patient but my patience has expired. I want my replacement or I want reimbursed for the faulty unit and no more excuses and lies .

    Business Response

    Date: 01/08/2024

    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 would do not receive a call within 24 hours please send an email to our *********************** Lead, Kleber, at ************************************.

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 01/08/2024


    Complaint: 21106339

    I am rejecting this response because:

    What this company offered as a resolution is yet another push it down the road and delay fulfilling their obligation. I dont need yet another **************** Rep to start this process over again. They have the information. I was supposedly on a waiting list to receive a replacement then an attempt was made to drop everything. Suggesting that I get another call is not a resolution. They must send the replacement or fire a check off for $200 dollars and until thats done Im not going to keep playing tag with a bunch of losers

    Regards,

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

  • Initial Complaint

    Date:01/01/2024

    Type:Billing 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 bought 2 sun joes model sj-aps-1g cordless all purpose chemical sprayers 4 volt 1 gallon both of them quit charging up i tried everything to get them to charge but nothing worked

    Business Response

    Date: 01/02/2024

    Hello ******,

    We apologize for any inconvenience you have encountered.  After looking up your registration account in our system, I see that we are replacing both of your SJ-APS-1G for upgraded model number SJ-APS-2G under order numbers ORD00000857940 & ORD00000857990.

    Thank you

    Customer Service Team

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

    Customer Answer

    Date: 01/02/2024

    [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:12/25/2023

    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.
    Most details are in the explanation below. The company has totally ignored the safety issue where one of their batteries spontaneously combusted.

    Business Response

    Date: 12/26/2023

    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 email our *********************** Lead, Kleber, at ************************************.

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 12/26/2023


    Complaint: 21054012

    I am rejecting this response because:

    While the company offered a discount on a new product, they were not going to apply it until after I paid full price for a replacement. However, once I filed this complaint, they changed their tune and are supposedly sending me an updated model at no charge. I do not feel comfortable closing out this incident until I ACTUALLY RECEIVE the replacement. 

    Regards,

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

    Business Response

    Date: 12/27/2023

    Hello ******,

    After looking up your registration account in our system, I see that a new replacement, model number 24V-X2-17LM, was requested to be shipped under new order number ORD00000857035.  In fact, the order has been processed and shipped through ***** with tracking number 800000653182.  It is estimated to be delivery on 01/02/24.  

     

    Thank you

    Customer Service Team

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

  • Initial Complaint

    Date:11/28/2023

    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.
    So long story short. I was having an issue with a product that I purchased from Snow Joe.After contacting the BBB the problem was resolved as best as it could be, however, there is now an issue with the replacement product, and no one wants to assist. The replacement is useless right now. I need help please. Everything on their site is out of stock and has been for a year and they have no replacement parts. Awful business model.

    Business Response

    Date: 12/01/2023

    Hello ***,

    We apologize for the inconvenience you have encountered in obtaining a part for the replacement unit.  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

Snow Joe LLC is NOT a BBB Accredited Business.

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