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:11/20/2023

  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.

  Purchased a lawnmower which has since failed. Called in may 2023 for a warranty replacement while still under manufacture warranty. At the time, my original product was out of stock, so they offered me a replacement product that, while it was still a lawn mower, was a different type of mower than original. I chose to hold off in hopes it would come back in stock in a reasonable amount of time. 6 months later, still not in stock. So I called and wanted them to send me a replacement for a regular mower. They said that the original was not in stock, nor was what they deemed to be the replacement. There are numerous mowers that are in stock on their website, of which are battery powered as well. Their warranty states "Snow Joe will elect to either (1) send you a free replacement part, (2) replace the Product with a new or comparable product at no charge, or (3) repair the Product."Instead of offering me a new or comparable product at no charge, they want to offer me a store credit for what I originally paid in 2021, pre covid/inflationary price increased. As far as I am reading, this is not an option under their warranty promise to me.

  Business Response

  Date: 11/22/2023

  Hello ****,

  We apologize for all the inconvenience you have encountered.  I will one of our Team Leads contact you to further assist in this matter.  If you do not get contacted within 2 hours please send an email to our *********************** Lead, Kleber, at ************************************.

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 11/22/2023

  [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:11/09/2023

  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.

  Purchased leaf blower in December of 2020 Battery stopped working.. requested a replacement. Return was made 11/2. At which time a shipping label was made. After 5 days.. no movement.. was told after 5 days they would resend no label created multiple calls.. emails and chats now told after 10 days they will reaccess. Just want the warranty battery replacement Customer service/ supervisor have manipulated at every cal

  Business Response

  Date: 11/10/2023

  Hello ****,

  We apologize for any inconvenience you have encountered.  After looking up your account I see that a new replacement battery 24VBAT-LTE has been shipped through **** with tracking number 9405511206209393568778.  In fact, it states that the estimated delivery date is for Monday 11/13/23.  

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 11/10/2023

  [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:10/29/2023

  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.

  hello, to whom it may concern i purchased blower from snow joe october 5th 2023 at 11:48 pm and i received a call saying that that they cannot ship to PO boxes and that i was refunded... i never received and they continue to tell me they did, my **** says they cannot do anything it was not released from them, they took my 318.53$ and everytime i phone they tell me they will call me back tomorrow or they just put me on hold and forget about me, snow joe does not want to release my money back to me, its almost a month now this is unacceptable, thank you for helping

  Business Response

  Date: 10/30/2023

  Hello *****,

  We deeply apologize for any inconvenience you encountered.  Unfortunately, due to the limitations imposed by **** we were unable to fulfill your order to the physical address. Therefore, the order was canceled. An order is billed only at the time of shipment. In your case, what we received was an authorization to proceed with the order. However, since the order was subsequently canceled, it was not processed for payment.  Once again, we apologize for any inconvenience.  

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 10/31/2023

  [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,
  thanks again for helping
  ***********************

• Initial Complaint

  Date:10/17/2023

  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.

  I have a lawn mower that doesn't work, which is still under warranty. I have a lawn which is half-mowed . Sun Joe not only does not have another lawn mower (MJ403E) in stock, but all of the replacement parts are no longer available .either. Not only do they say my unit is out of stock, but they can't say when it will come back into stock. Therefore, I am left with a lawn mower which can't be replaced or repaired and a lawn half-mowed and all they are authorized to give me is a store credit, which, under the current circumstances is useless to me. I have been emailing the customer service department and each time a different "contractor" emails me back. While I realize their policy is issuing a store credit, in this particular case, a store credit will not get me another MJ403E since they no longer have them in stock (and cannot give me a date when they will have it in stock) nor would I be able to purchase any part to repair my unit since not one part for this lawn mower is in stock. The blade for this unit has been out of stock for years so I do not have any confidence in the fact that anything will be back in stock. I have read all of the bad reviews from a multitude of other customers and hope that you can help me with my issue. This is the lawn mower I want since it is light enough for me to handle and at a price I can afford. All the ones that are available are a lot more expensive and since I am elderly and on a fixed budget, I can;t afford the higher priced items. All I want is a cash refund in the amount of $148. 88 to be credited to my Mastercard account. I have previously provided a copy of the original invoice to the *****************

  Business Response

  Date: 10/19/2023

  Hello ********,

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

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 10/19/2023

  [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:10/16/2023

  Type:Order 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 their Sun Joe SPX3500 ****-PSI **** GPM **************************** Pressure ******* w/Brass **** Connector from Amazon. The cost was $174.65 on June 20, 2019. -Within a year it stopped working so it was replaced. -The replaced item was never taken out of the box meaning I never used it. It sat in my garage for 3 years. -I opened the box to use it on Sept 15, 2023, assembled it and plugged it in to find out it doesn't work AT ALL. -Sun Joe told me it is out of Warranty and I have to buy another one. I can't afford to buy another one. I shouldn't have to buy another one.

  Business Response

  Date: 10/19/2023

  Hello ****, 

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

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

• Initial Complaint

  Date:10/14/2023

  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.

  They owe me refund? I have requested as Compensation a Battery Powered Tire Inflator. ************************* as a Rebel Closed the Case. Hello *****,I hope this message finds you well. We recently reached out to you regarding your support ticket ******* , but we have not received a response from you.As we have not heard back from you in a while, we will be closing this ticket. However, if you still require further assistance, please do not hesitate to reach out to us again. We would be happy to help.Thank you for your understanding and have a great day!******* Formal ********************* Cheating by SunJoe / SnowJoe company its Administrators for Dealing and Cheating with Paid Customers for One Long Year on a Pending Issue. Supervisor *************************, every single item on their website is out of stock?It started with a Warranty Even Exchange 120 feet Garden Hose? Which is out of Stock for ever?Settled for 50 feet Garden Hose but the Supervisor ************************* has been Dodging me False Information for Weeks.To settle the matter I ordered two boxes of Hand Gloves as she promised me to refund the Shipping Cost? now is she giving me a Extended Warranty on a Disposable Gloves for Two Years in compensation for Shipping Costs Paid as she Promised?Does it make any sense for a Fraudsters like SnowJoe / SunJoe to Cheat their Customers as a Unethically Using Corrupt Tactics to Dupe Honest Customers.It makes no common sense to give me extended warranty for two years on a Disposable Gloves?To close the Matter, I begged to compensate with a Cordless Battery Powered Tire Inflator?Funds from ***** got Shrunk to $27.42 and Below? Not my Fault?As per recent conversation:*********************************** Snow Joe + Sun Joe Your request #******* ************************* ************************************************************************************************************************** ***************************** *******************************************************************************************************************************

  Business Response

  Date: 10/17/2023

  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:10/10/2023

  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.

  Model #: SPX6001C Please describe what is going on in details ********* no longer works when i insert the battery and attempt to turn on the motor with the buttons it does not turn on and simply just blink Have you registered your product?Yes Let's get started!Let me connect you with our team!What's your name?****** Thanks, ******! What's your email address?************************ Happy to connect you with one of our agents!An agent will be with you as soon as they can. Youll be notified here when the agent responds.Agent connected You are now chatting with ***************************** (Specialist)Hello, Welcome to Snow Joe + Sun Joe. This is CJ. I see you submitted information via our bot. Allow me a moment to review. I will get back to you shortly.ok I do apologize to know about that. But no worries, I will find a way to help you with that.Thank you.Is the battery fully charged?Yes I checked that multiple times and charge the battery even though it was already charged the lights on the battery fully charge what is failing is the motor part of the unit it does not want to power on Did you try to pull the trigger gun? Is there any pressure coming out?Yes everything was connected but nothing is going to come out because the motor does not power up. when you put the battery in the unit is suppoused to make a loud sound based on the speed that you want but you press the power button and select the speed and the motor does not stay on the lights just blink and nothing engages I do apologize to know about that. But may I ask when did you purchase it?I purchased it a while back and it was really expensive and I regret it because this is not the first time it has given me issues Could you please send us a picture of your receipt/invoice? Thank you.Date of Purchase: ***** 13, 2020 |Store Name: *******, I see. It's already out of the warranty window. But no worries, we highly suggest, you can try to bring it to any local repair shop so they can check the internal part of the unit.Whose going to pay for the repair You are responsible for paying for the repair.No you need to speak to a supervisor and request an exception be made this is an internal part that is failing not a cosmetic defect. There for i can file a law suit and request my damages be paid by your company as the product has failed internally Which is a defect due to the manufacturer and the product should not only last 2 years. So your guys products only last two years thats the reason why your company only warranties them for such time Either make an exception or I will be submitting a complaint with the BBB and ensuring that other consumers are aware of the durability of the products.I would understand how you feel and I would feel the same way. We are hoping for your kind understanding that your unit is already out of warranty. As much as I would love to help you, we regret to inform you that we can no longer proceed with any warranty claims.Sounds good please allow me a moment to screenshot such chat to provided this to the small claims court and proceed with legal action.Thank you have a great day.We do apologize for the inconvenience. As much as I would love to process the warranty, but our system will still not allow it since the unit is already out of the warranty window. We hope for your kind understanding in regard to this matter.Is there anything else that I can assist you with?Yes you can send a new unit without having to run the warranty.Instead of making excuses as to why you can not warranty an internal part of the unit that has fail.I apologize, but we cannot fulfill your request. Thank you for understanding.Sounds good what was your name?I will make sure to include it in the BBB complaint Contact Information ******************************************** Visit Website Email this Business ************** Business hours Today,9:00 AM - 8:00 PM an you confirm this to be your entity We do apologize for the inconvenience. As much as I would love to process the warranty, but our system will still not allow it since the unit is already out of the warranty window. We hope for your kind understanding in regard to this matter.You sound like a robot repeating yourself over and over again Thats why you guys are the business you guys are you make cheap products and only steal money from consumers 428 bad complaints due to the same issue Ill make sure to add mine as well We are not able to proceed with your warranty claim since your unit is already out of the warranty window. We hope for your kind understanding in regard to this matter.Who insures your companies Bond where can I send mail to request such information to file a lawsuit and initiate a class action lawsuit?We do apologize for the inconvenience. I understand that you need a replacement for the unit. However, we are not able to proceed due to the fact that it's already out of warranty. We can offer you a 20% discount if you want to purchase a new one.20% discount no thank you I am writing the BBB Complaint right now your dismissed ******* hopefully your boss regret not being able to submit a replacement insted get a bad review

  Business Response

  Date: 10/11/2023

  Hello ******,

  We sincerely regret any inconvenience you may have experienced. Rest assured, we are committed to resolving this issue promptly. In order to address your concerns effectively, I will arrange for one of our Team Leads to reach out to you. Should you not receive any communication within the next 24 hours, please don't hesitate to contact our *********************** Lead, Kleber, directly at ************************************* Your satisfaction is our top priority, and we appreciate your patience as we work to resolve this matter.

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 10/11/2023

  [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:10/10/2023

  Type:Sales and Advertising 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 14 12-amp electric lawn mower 2 years ago model MJ401E the blade/bolt/washer felled off need full replacement try call and writing to the company their response is out of stock will let you know when back in stock that could be never i want a whole replacement of the machine or a blade/bolt/washer as soon as possible have been back and forth for 2 months and done

  Business Response

  Date: 10/11/2023

  Hello ****,

  We apologize for any inconvenience you have encountered. Upon further investigation, I see that you are needing the blade bolt for the Sun Joe MJ401E. We regret to inform you that the blade bolt is currently out of stock. However, we are actively working on replenishing this part and when it becomes available we are happy to ship it out to you at no cost. Regarding your MJ401E, which was purchased in 2016 that included a 2-year manufacturer's warranty has now expired.  Again, we apologize for any inconvenience and appreciate your patience and understanding as we work diligently to resolve this matter.

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 10/12/2023

  
  Complaint: 20708391
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *****************

• Initial Complaint

  Date:10/06/2023

  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.

  Writing to have some one from ******* executive corporate offices for consumer issues contact me at *********** ask for ***

  Business Response

  Date: 10/06/2023

  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:09/27/2023

  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 100-volt 24 inch two stage snow blower. Warranty claims they will replace with comparable. They refuse to replace it with a similar one. They offer to replace it with a smaller one-**********. Or replace it with a similar unit but no batteries. They discontinued the batteries I currently use. How is this fair?? I didn't purchase the original with no batteries. How do I get one without? They are making conclusions by price. Prices went up. Not my fault. Please replace it with the same unit.

  Business Response

  Date: 09/27/2023

  Hello ***,

  We apologize for any of 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 get contacted within 48 business hours please email our *********************** Lead, Kleber, at ************************************.

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe