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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:07/31/2023

    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 portable Sunjoe inflator and air compressor on July 11. 2023, I received it without the battery or manual, I immediately contacted the company and explained to them my situation, they assured me that I would be getting a replacement battery, this has been almost a month ago, and every time I call them they give me the runaround, telling me that I will be receiving the battery in 3 to 4 days., this has been ongoing for a month now, and would like to get it resolved, I don't want a refund at least not yet, but if this is not resolved, obviously I want my money back.

    Business Response

    Date: 08/03/2023

    Hello ******,

    We apologize for any inconvenience you have encountered.  After looing up your account I see that an order was processed to have the 24V 2.0 Ah battery shipped. However, it seems that it got lost in transit.  We have already requested for the battery to be reshipped under new order # ORD00000766178 while we file a claim with the carrier.  Please allow 2-5 business days to receive the battery.

     

    Thank you

    Customer Service Team

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

  • Initial Complaint

    Date:07/30/2023

    Type:Customer Service 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 A ION100V-21SB-CT SNOWBLOWER. SNOWJOE DOES NOT HAVE A BATTERY TO RUN THE SNOW BLOWER. SNOWJOE CAN'T EVEN TELL ME IF THEY EVER WILL HAVE BATTERIES OR IF I CAN GET ONE SOMEWHERE ELSE.

    Business Response

    Date: 07/31/2023

    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 call him at ************ or email him at ************************************.

    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 07/31/2023

    [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,

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

  • Initial Complaint

    Date:07/29/2023

    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.
    Purchased a grass trimmer, hedge trimmer and blower bundle in May 2023. The grass trimmer never worked from the day we rec'd it. We were told it was back ordered and we would receive an email once it was back in stock. So 2 months and 3 phone calls later, we were told it was discontinued. We were informed by customer service that once *** scanned the barcode stating we shipped the faulty trimmer, SnoJoe would be shipping a replacement. That never happened. We sent the faulty trimmer back on 7/22/23 and was rec'd by ****** on 7/26/23, So our 4th call to customer service was on 7/29/23 and was told the replacement is out of stock. We have been more than patient and have gotten absolutely no resolve to this . We are requesting an immediate refund.

    Business Response

    Date: 07/31/2023

    Hello ****,

    I first would like to apologize for all the inconvenience you have encountered.  I understand the frustration this could cause of having a faulty unit and no replacement.  After looking up your account I see that we are shipping a new replacement model 24V-SB10-LTE under new order number ORD00000758147.  Once again, we apologize for all inconvenience.  

     

    Thank you 

    Customer Service Team

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

    Customer Answer

    Date: 08/04/2023


    Complaint: 20393765

    I am rejecting this response because: I have rec'd a response from ********** stating a new order has been created  but have requested shipping information from them and have rec'd no response. When I check the replacement item on their website, it also is out of stock. That is exactly what I have been dealing with for the last 2+ months.



    Regards,

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

    Business Response

    Date: 08/04/2023

    Hello ****,

    After looking up your accounting in our system I see that order # ORD00000758147 was processed and shipped through *** with tracking # 1ZW90R370320149954.  In fact, after tracking your package on ups.com it states the delivery date is today 8/4/23.

    Thank you

    Customer Service Team

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

    Customer Answer

    Date: 08/12/2023

    [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. We have now received a replacement trimmer. Thank you for  you help in this matter

    Regards,

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

  • Initial Complaint

    Date:07/28/2023

    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 contacted the company in April 2023 to report that my warrantied mower no longer works and as of July 28, 2023 I have not received replacement, resolution or a promise date. My specific mower is even available on Amazon, but the manufacturer has claimed to be out of stock for over 3 months now. I was offered a substitute replacement, but the offer was rescinded due to it being out of stock. Multiple attempts to contact customer service have either been ignored or dismissed as 'well, too bad. Keep waiting.'Company seems to have no interest in resolving this matter.

    Business Response

    Date: 07/31/2023

    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 call him at ************ or email him at ************************************.


    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

  • Initial Complaint

    Date:07/23/2023

    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.
    They said they would contact me to resolve, and left a message. I called them back and they never returned my calls. This product still isn't in stock. I purchased model MJ24C-14-XR lawnmower bundle on 6/5/21, for $265.00, Order #SJ610997. I registered/received the item on 6/20/21. It came with a two year warranty and I also bought an additional 3 year warranty for $35.99. Last summer the lawnmower quit working. I was told another would be shipped when they came in stock. I hired someone to cut my lawn last year. It still has not come in stock. I tried again, this year 2023. I am still being told the item isn't in stock and I will be notified when they come in and a new lawn mower will be shipped to me. I asked about a different model, but they said no. I have no record of the 2022 phone conversation, so this year I communicated via chat on their website and kept a copy of our conversation. No one can tell me when this item will be back in stock and shipped to me.

    Business Response

    Date: 07/24/2023

    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 call him at ************ or email him at ************************************.


    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

  • Initial Complaint

    Date:07/22/2023

    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 Sunjoe Blower/Vac at a retail store. The unit was great until it stopped working.I reached out to Sunjoe and was pleasantly surprised that they would replace it under warranty. Frankly, at that point I thought that this is the best customer service I have experienced in my life. Well, here we go. My unit is discontinued, so they were going to send me a different model that ******* and I agreed to on ticket # *******. That was on 11/13/22. I reached out to them a few times for a status but then in April of this year I agreed to accept a loner while I wait for my replacement. A diminished model, but I agreed to be able to take care of my property in the meantime. This time, they did not honor what ******* and I agreed to previously in regard to the unit and also the batteries. I had purchased (2) 5.0 batteries for my unit which is now discontinued, and the replacement unit will not accept those 5.0 batteries. ******* agreed to upgrade the batteries to 5.0. versus the 4.0 that they come with, Again, what fantastic customer service. "These people are the best", but they would not agree. Armi. (sp) wouldn't do it without receipts. I don't keep receipts forever. It is a battery, it works, no reason to keep. I told **** that I have better than receipts, I have the batteries. She agreed to have me ship her 1 and she upgraded 1. She would not allow me to ship 2. It started feeling like *******'s offer did not matter and everyone makes their own deal. Fast forward to today. I do not like the diminished unit that they sent me as a loner, but they still do not know when my replacement will be available. It has been 8 months and everything on their website is out of stock. Sure, does not look good. Thats about it. Frustrated and felling taken advantage of and letting you know that I went from a promoter of Sunjoe to a guy making a complaint with the BBB about Sunjoe. SMH!******* tried his best, but Sunjoe not backing him up.***

    Business Response

    Date: 07/24/2023

    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 call him at ************ or email him at ************************************.


    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 07/31/2023


    Complaint: 20360724

    I am rejecting this response because: 

    It is simply lip service.  They responded on the BBB website, but no one has reached out to me.

    They keep making it worse. 





    Regards,

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

    Business Response

    Date: 07/31/2023

    Hello ***,

    I sincerely apologize for this inconvenience.  I will ensure you receive communication from Kleber today to address your matter to satisfaction.  

    Thank you

    Customer Service Team

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

    Customer Answer

    Date: 07/31/2023


    Complaint: 20360724

    I am rejecting this response because:

    Until I actually hear from someone at sunjoe with a legitimate resolution (been waiting 8 months) any response is totally valueless. Blah blah blah.

    I have also emailed their senior customer service person and the person responding on this site and waiting for a reply. 

    Heading back to a retail store, gardening to tell people about my Sunjoe experience.


    Regards,

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

    Business Response

    Date: 08/03/2023

    Hello ***,

     

    I understand the frustration on this matter especially being that your unit is out of stock and the compatible unit is also out of stock.  I do see that our *********************** Lead, Kleber, is in contact with you via email finding a resolution to your matter making sure it is to your satisfaction.  We appreciate your patience in this and we assure you that we will resolve this to satisfaction.

    Thank you

    Customer Service Team

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

  • Initial Complaint

    Date:07/11/2023

    Type:Sales and Advertising 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 attempting to obtain a refund for an 18 battery powered Sun Joe string trimmer since returning the product to Sun Joes *******, ** return center via ********************** The *** tracking number indicates the package was received on May 12, 2023. Sun Joes overseas customer service staff advised me by phone on seven occasions that my refund would be processed within 1 - 3 business days. I was finally advised on June 16 that the refund had been processed on May 31. None of my bank or credit card statements reflect such a transaction. Sun Joe then stated on June *************************************************************************************************************** by phone. I never received a call. I finally contacted customer service via email on June 27 and was again advised that my refund had been processed on May 31. I subsequently emailed them inquiring as to the bank and account number to which the alleged refund was remitted, They have indicated such information is not available. It is impossible to contact Sun Joes customer support management team at their corporate offices in *******, **. Their offshore customer support system has proven ineffective and incompetent.

    Business Response

    Date: 07/11/2023

    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 call him at ************ or email him at ************************************.


    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

  • Initial Complaint

    Date:07/06/2023

    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.
    Purchased model MJ24C-14-XR lawnmower bundle on 6/5/21, for $265.00, Order #SJ610997. I registered/received the item on 6/20/21. It came with a two year warranty and I also bought an additional 3 year warranty for $35.99. Last summer the lawnmower quit working. I was told another would be shipped when they came in stock. I hired someone to cut my lawn last year. It still has not come in stock. I tried again, this year 2023. I am still being told the item isn't in stock and I will be notified when they come in and a new lawn mower will be shipped to me. I asked about a different model, but they said no. I have no record of the 2022 phone conversation, so this year I communicated via chat on their website and kept a copy of our conversation. No one can tell me when this item will be back in stock and shipped to me.

    Business Response

    Date: 07/07/2023

    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 call him at ************ or email him at ************************************.


    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

    Customer Answer

    Date: 07/10/2023


    Complaint: 20282874

    I am rejecting this response because they left a message and I I called them back and they have not yet returned my call call.  I am waiting for them to reach out again. 



    Regards,

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

    Business Response

    Date: 07/11/2023

    Hello *****,

    I am sorry to hear of this matter but rest assure I will have Kleber contact you today so that this matter is rectified immediately.

     

    Thank you

    Customer Service Team

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

  • Initial Complaint

    Date:06/30/2023

    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.
    I need a part for a tool. The part broke shortly after I bought the tool. I did not return the tool because the part appeared to be available as a replacement wear-item, however, over 2 years later the part is still not available. I was told that the unit is now out-of-warranty. The companys solution was to send me an inferior replacement tool. Parts that are subject to wear should be available to the consumer. If the parts are not available, the manufacturer should provide a full refund. I seek a full refund for the original purchase price of the the unusable item.

    Business Response

    Date: 07/05/2023

    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 call him at ************ or email him at ************************************.


    Thank you
    Customer Service Team
    Snow Joe + Sun Joe

  • Initial Complaint

    Date:06/27/2023

    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.
    I have been requesting a new lawn *** bag 3 in 1 for over a year. I am under warranty for 2 years i believe. I have made calls since then regarding a lawn bag for my 3 in 1 replacement since then and repeatedly told they are not in stock and their shipment will arrive "soon" but they are unsure of when.

    Business Response

    Date: 06/27/2023

    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 call him at ************ or 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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