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:09/19/2023

  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.

  Date of transaction: August 16, 2022 Amount Paid: $215.49 ************ Pressure Washer Model SPX3000-XT1 I just opened the unit yesterday 9/18/2023, and it did not perform as I hoped it would. This is the first electric unit I have owned my previous use has been with a gas powered pressure unit. I work three jobs and have grand children who have extra curricular activities. That is why I just opened it to complete a job yesterday. There is nothing in the paper work I have saying that I have 90 days to ask for a refund, but it does say that Snow Joe will solve any issue. There resolving the issue is to replace the unit or give me a store credit, neither that I want.Purchased on my **** of America credit card.

  Business Response

  Date: 09/20/2023

  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.  We want to assure you that we are here to help and resolve this matter.

  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

• Initial Complaint

  Date:09/19/2023

  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.

  Christmas 2020, my husband was diagnosed with cancer. We wanted to make things easy for him and thought a snowblower would help. (he stilled liked getting outside). we purchased a SnowJoe snowblower. we were not aware we had to purchase a battery separate from the blower. a paticular battery. an ION 100v 5.0 AH... upon our own error, we immediately got on the phone and tried to purchase the needed battery. Needless to say... from that time on... we have been on a waiting list, have been calling, my last phone call today.. and each time were presented with... there out our stock!!! or this was a good one.. they had 17, but are all being sent to ****** was one response we received. We are unable to use the snowblower and we feel the company has done absolutely NOTHING to help resolve this issue. if you go on any other website to try and purchase the battery ... ******************* Lowes, etc. it states, they're all out of stock. i believe this is a scam on their part. or maybe, with the loss of the purchase i made, with the blower... a customer being taken advantage of. I wonder if i did know to purchase the battery with the blower, if i would of been told, "We're out of stock, check back later"? i just hate to have another person being taken advantage of ... here's a snowblower... Sorry , you just can't use it.. thanking you in advance ... *****

  Business Response

  Date: 09/19/2023

  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:09/08/2023

  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 SunJoe trimmer from Amazon.com, model# **V-SB10-LTE back on April 2021 and unit became defective contacted them and they sent a replacement on 04/22/2022,at which time I took out an additional 2 year warranty on their product, now the replacement unit has also stopped working and they refuse to replace it!!The company is telling me the warranty was only good for two years on the original unit at which time I returned to them the original unit as per the companys request.I will be more than happy to also return to them the second defective unit if they would be willing to send me a replacement.

  Business Response

  Date: 09/13/2023

  Hello ******,

  We apologize for any inconvenience.  After looking up your account in our system I see that we are replacing your unit.  We have already email a prepaid *** return shipping label so that you can return the faulty unit back to us and as soon as it is scanned at *** the replacement warranty order will ship as a tracking number should be emailed to you.  

   

  Thank you

  Customer Service Team

  ********************** + un Joe 

  Customer Answer

  Date: 09/14/2023

  [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:08/28/2023

  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 24V cordless pruning saw that had a 2 year warranty. The motor on the saw started smoking and quit working. I filed a warranty complaint and the company tells me they no longer sell cordless tools and can not replace the saw and that they will not refund my money. They only offer in store credit BUT they no longer sell cordless tools! So an in store credit is useless to me. I want either a replacement saw or a full refund. The saw has a 2 year warrant and was less than a year old. Please replace the saw or refund my money.

  Business Response

  Date: 08/31/2023

  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

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

  Customer Answer

  Date: 09/01/2023

  
  Complaint: 20533270
  
  I am rejecting this response because:

  I am not rejecting the response, but at this point nothing has been done to correct the problem. But is stated that I had to respond to the companies answer to the complaint. So the complaint needs to stay active until the company completes the refund as stated.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/01/2023

  Hello *****,

  I am sorry to hear that this was closed.  I have looked up your account and see that our *********************** Lead, Kleber, have sent you an email to assist in this matter.  However, he stated that no response have been received as of yet.  Please find his email as it would have been sent from ************************************ so that this matter is rectified immediately for you.

   

  Thank you 

  Customer Service Team

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

• Initial Complaint

  Date:08/28/2023

  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 Sun Joe mower a year or so ago. This appliance works and I have been generally happy with the purchase for the past year or so until I noticed I needed a new blade. I promptly went online to find the blade and it could not be found. I reached out to Sun Joe to get a new blade and was told they put me on an email waiting list for when the product would become available. That was 7/23/2023. Because I believed they would have a blade for me to buy, I waited and waited. I had to hire a lawn service to mow my lawn. Which wasnt cheap. I also bout 2 universal blades from different vendors but they did not fit. That was another $40 down the drain. It is not right that they do not make mowers that can use universal blades if they will not continue to make the unique blade. Because of this I am going to have to buy another $300 mower, obviously not Sun Joe brand. I reached out 2 times to Sun Joe to get a blade and they just put me on the email list and not offering a timeline or clarification on if the product would actually be in stock. I believe they knowingly wasted my time when they could have just said the product wont be getting stocked. Because its been a month and still no update.

  Business Response

  Date: 08/29/2023

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

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

• Initial Complaint

  Date:08/18/2023

  Type:Product 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.

  5/7/23 I purchased a Sun Joe cordless lawn mower from snowjoe.com to replace my existing Sun Joe lawn mower. I purchased the tool only as I already have invested in several batteries for this system. I received it on 5/16/23. I did not immediately use it as we are in a drought. When I finally did, I noticed my current batteries did not fit. At some point they redesigned the batteries and mine no longer fit. On 6/20/23, I contacted customer service via email concerning this issue. There were a few back and forth emails. The delays in their responses were very long but on 7/18 they offered me 10% off to buy new batteries. it is considerably more expensive to buy the batteries separately from the mower than buying them together. 10% off wouldn't be helpful. On 7/18 I called Snow Joe to get a refund and after speaking with a manager, it was determined that between receipt of the mower and 1st contact via email was 34 days...less than the 30+7days requirement to receive refund to original payment. Therefore I was approved to receive a refund to my original form of payment. Anything after 37 days would be a store credit. I was promised a label to return the next day. I called again on 7/21, promised a label on 7/22. Called again on 7/28 and received label. On 8/9, I received an email from Sun Joe with a store credit for the return of my mower. 8/10 called and was told they would escalate issue. 8/15 called again and was told they would escalate issue. I'm tired of calling. Each time it is a 45 minute + phone call because I have to explain every detail over and over again b/c we start at "well you are not eligible for a refund". It's been two months of this ordeal and I would just like my refund to original form of payment which they have approved. The total is $190.08.

  Business Response

  Date: 08/22/2023

  Hello ******,

  We apologize for all the inconvenience you have encountered.  After looking up your account I see that there was an approval to process a refund back to your original payment.  Your current store credit has been voided as the request has been submitted for a full refund to go back to your account.  

  Thank you
  

  Customer Service Team

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

  Customer Answer

  Date: 08/24/2023

  [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:08/13/2023

  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.

  In May 2023 I ordered a cordless blower as well as a weed eater. I received the weed eater but never received the blower. Initially they insisted it was delivered. It was not. Ive written and called numerous times. Initially they agreed to send another within a few days. I contacted them asking for a routing number for the item they supposedly sent. They sent something with no routing number. Then they claimed the item they sent was damaged. Really? I am confused. I never saw that one either. I was then asked to send a photo of the item that Im contacting them about. I later get notification that I need to return the item. They later state the item was found to have a defective motor. I am so confused and frustrated and at a loss as of how to get the blower or a refund.I have repeatedly explained that I have never received the item. It is now mid August and I have been unable to clean my yard. Im 70 years old and Im tired. Can you help me get the blower I ordered or a refund so I can purchase a blower elsewhere?

  Business Response

  Date: 08/15/2023

  Hello ********,

  We apologize for all the inconvenience you have encountered.  After looking up your account I see that an order has been created, order # ORD00000769671, to have the 24V-X2-BVM143 shipped.  In fact, the order has been processed and shipped through *** with tracking # 1Z37018F0312557104.

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 08/16/2023

  
  Complaint: 20464663
  
  I am rejecting this response because: Tracking number doesnt track. 
  
  
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 08/16/2023

  
  Complaint: 20464663
  
  I am rejecting this response because: Tracking number doesnt track. 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/18/2023

  Hello ********,

  I am sorry to hear that you are having trouble tracking the order.  After going to ups.com and placing the tracking number 1Z37018F0312557104, I see that the estimated delivery date is for Tuesday 8/22/23.  Again, we apologize for any inconvenience you have encountered.  

  Thank you

  Customer Service Team

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

• Initial Complaint

  Date:08/12/2023

  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.

  There is a recall on a mower by Sun Joe and they are not responding to emails about it. The part is Model 24V-X2-17LM. I don't even care about the money, I just want to get a replacement part so I don't have to buy a new mower. The bolt that holds the blade came off. They do not respond to emails or anything else.

  Business Response

  Date: 08/14/2023

  Hello ***** ,

  We apologize for any inconvenience you have encountered.  After looking up your account I see that the email you initially sent was responded to with the following information: the bolt size and type is a M10 Hex Head; Length 1inch; Head Size; 13mm; Thread Size 1.5mm.  If you need further assistance please do not hesitate to contact our tool free number ************ or email us at *******************************.

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 08/16/2023

  [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:08/08/2023

  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.

  BEEN BEATING AROUND THE **** FOR MOS. giving dumb replies to my emails for a product still under warranty. wasting hrs. of my time trying to resolve.

  Business Response

  Date: 08/09/2023

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

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 08/11/2023

  
  Complaint: 20411186
  
  I am rejecting this response because:i have sent you multble emails over several mos.  - and have received nothing but dumb.replys.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 08/11/2023

  Hello ****,

  I am sorry to hear that this matter still has not be resolved for you.  I will ensure that our *********************** Lead, Kleber, contacts you today to rectify this matter immediately.  

   

  Thank you 

  Customer Service Team

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

  Customer Answer

  Date: 08/15/2023

  [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,
  
  *************************

  Customer Answer

  Date: 08/18/2023

  
  Complaint: 20411186
  
  I am rejecting this response because:
  
  From what I just read your still telling me nothing.?
  
  Regards,
  
  *************************

  Business Response

  Date: 08/18/2023

  Hello ****,

  After looking up your account in our system, I see that you have been in communication with Kleber via email.  He has been assisting you with a resolution to this matter.  Our main goal is to find a solution to your matter and make sure things are done right for you.  Please reach out to Kleber, email address ************************************ to advise if what he offered is satisfying to you.

   

  Thank you 

  Customer Service Team

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

• Initial Complaint

  Date:08/07/2023

  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.

  Order number SJ157268. Purchased a Sun Joe SJEDGE7 on 8/3/2019 with an extended warranty expiring 11/1/2024. They have discontinued this product and can no longer supply edger blades, which makes the edger unusable. They have offered a store credit but have acknowledged they don't have a replacement item. The original warranty provides they will either repair, send a new machine at no charge, or refund the purchase price. Since they can't repair or replace, I'd like a refund of the $82.48 I paid.

  Business Response

  Date: 08/08/2023

  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 you can email him directly ************************************.

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 08/08/2023

  [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,
  
  *********************