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:06/26/2023

  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 was given a lawnmower for Christmas 2021., a SunJoe MJ401C with an internal battery, cordless lawnmower.Sun Joe MJ401C 14-Inch 28-Volt Cordless Push Lawn Mower, w/10.6-Gallon Collection Bag, 3-Position Height Adjustment, Safety Key, 14 inches, Green *** mower wouldn't start this summer, assuming it needed a new battery. Called SunJoe and found out the "cordless" rechargeable lawnmower's battery cannot be replaced. This mower is sold everywhere, including AMAZON. No where in the advertisement does it state the "cordless" rechargeable battery is not replaceable. So, the lawnmower is no good, not fixable. What kind of company does this, and who would buy a lawnmower than can only be used for 2 years?

  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

• Initial Complaint

  Date:06/23/2023

  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.

  I started my return in April, 2023 and as of June 22, 2023 I have not received replacement, resolution or a promise date. This is the second time returning my warrantied mower for the same issue. Reps said they would send a different model because of reoccurring defect in my model. I was told as soon as my return shipping label was scanned through carrier, Sunjoe would ship my replacement. Now multiple phone calls to customer service only to be told the same thing over and over , yes we received your return but sorry we are out of the specific replacement model for your unit, keep checking back and call us to reorder when you see it in-stock. Ive requested each time they send one of the models in-stock but they deny my request because they are more expensive. *** offered to pay the difference and also denied only to be told they could send a downgraded unit with safety issues (electric vs cordless). They did offer a store credit but not equal to the amount of the unit on the sunjoe website.( I purchased at licensed distributor) With the same defects in my first 2 mowers I feel an upgraded unit would be a courtesy for loyalty.

  Business Response

  Date: 06/26/2023

  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: 06/30/2023

  
  Complaint: 20227629
  
  I am rejecting this response because:
  I am awaiting replacement. Once received this claim will be updated and closed.

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

• Initial Complaint

  Date:06/21/2023

  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 hose that malfunctioned- customer service sent me a new hose *********/8 pro. This hose failed too. I have been trying to get through - I have a ticket # *******. I have not gotten any response to my inquiry for replacement of the hose, it has a guarantee but they just want to give me another ticket number but no replacement of my hose that failed. I would appreciate and help with this With regards *****************************

  Business Response

  Date: 06/22/2023

  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:06/20/2023

  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 Sunjoe pressure washer from Homedepot, it stopped working within a year or so. After several attempts I received the replacement product (SPX3000) Order number SJWTY00126743 in July 2019. After using it for 5 times as it stopped working again. I emailed ******************************* but no response then I called the customer service. Fovall ***** was going around the fact that the product was faulty even after doing the troubleshooting steps. Now I have been declined to get a replacement product as my warranty starts from 2019. But Snowjoe is not accepting the fact that it stopped working for the SECOND TIME. If your products are only meant to last a year or so?

  Business Response

  Date: 06/21/2023

  Hello Nik

  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 Jo

• Initial Complaint

  Date:06/18/2023

  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.

  Bought a sowblower in November 2022 and in January2023 it broke. Filed a warranty claim right away. The claim was acknowledged and I was promised that the replacement part will be sent to me ASAP. Now in June of *********************************** the loaner snowblower I was offered. The outfit ignores further communication. Purchase and communication details are readily available.

  Business Response

  Date: 06/19/2023

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

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 06/27/2023

  
  Complaint: 20202184
  
  I am rejecting this response because:

  
  Although a promise was made, it's for SnowJoe convenience only, on their terms and doesn't include my interests at all (take it or leave it). Again I hear that they are going to do everything right - now in September and on top of that I'm expected to contact them so they won't forget. As I'm already waiting for half-a-year for a simple warranty repair I'm quite sceptical about promises of this company in the remote future and because of that I'm expecting this to be resolved now.
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/27/2023

  Hello *******,

  I understand the frustration in waiting for a part or a replacement unit is undoubtedly a long time, and it's reasonable to expect a resolution promptly.  After looking up your account I see that out *********************** Lead, ****** has made contact with you via email regarding this matter and offered to replace the your unit with a brand new one once it became available as well as offering you a 1 year extended warranty. Please advise if this is satisfying.

   

  Thank you

  Customer Service Team

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

   

• Initial Complaint

  Date:06/03/2023

  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.

  Item purchased:Aqua *** AJFJH25-58-MAX Superlight *************************** | 25-Foot Model #: AJFJH25-58-MAX My hose sprung a leak and water is flying everywhere. It is still under warranty through ****, but I can't get a response from the company despite submitting a ticket (number *******) and requesting a response. It has been two weeks now. All I get are auto-generated e-mail responses. I bought the hose based upon the two year warranty, but they do not appear to be willing to honor the warranty. Help!My address: ******************* *************************************************

  Business Response

  Date: 06/05/2023

  Hello ****,

  We apologize for any inconvenience you have encountered.  After looking up your account I see that a replacement warranty order has been created today 6/5/23 to have a new replacement AJFJH25-58-MAX hose shipped under order number ORD00000717512.  

  Thank you

  Customer Service Team

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

• Initial Complaint

  Date:05/31/2023

  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.

  We bought a SunJoe AJ805E to scarify our yard. 10/2021 we got a great manager, ********************************" But when it arrived, the handle was damaged, **. gave an extra 6 mos warranty. The SunJoe worked great. 10/2022 we were only gonna dethatch. The SunJoe crunk up, did one row, it never cranked again. We called *********************** ** was no longer with the company, but the reps said once they received the confirmation notice from **** they'd send our replacement. After a week we never received our replacement, so we called, we were told that they never received our original. After several phone calls and all of the reps lying that we didn't return our original product, we proved it with our *** receipt. They finally admitted they had it, agreed to send our replacement product. It arrived about a week later but it was not new, it was in a used, destroyed box with a label addressed to someone else and another a label addressed to me. We called them and asked for managers, there was never one available. We didn't open this box, we weren't gonna be responsible for it so they can say this was our second product. We told them we weren't receiving this damaged product as our replacement, we were disappointed with their service and products, although we thought that we'd have a long relationship with *********************** we'd decided to end the relationship and get a refund. We expressed they had inconvenienced us with our original product being a lemon and only working once, sending us a damaged replacement, lied on, and lied to. Refusing to allow us to speak to a manager, the rep agreed, told us to expect a $218.79 refund in 3 days after they have received the product back in their hands, sent ** the return label. We immediately returned the damaged product to **** awaited our refund. We called for several weeks/months requesting our refund but got nothing but the run-around over and over, and lied to. They have both products and our money, this is not legitimate business practice, it's stealing!

  Business Response

  Date: 06/01/2023

  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:05/31/2023

  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.

  Tried to make a warranty claim within the warranty period and received no response from the company after multiple emails

  Business Response

  Date: 05/31/2023

  Hello *****,

  We apologize for any inconvenience you have encountered.  After looking up your account in our system, I see that a warranty replacement has been created under new order # SJWTY00428179 to have a brand new hose shipped.  

   

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 05/31/2023

  [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:05/20/2023

  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 recently contacted Sunjoe to discuss issues I was having with a couple of my items. The person I spoke with was very helpful and allowed me to exchange my weedeater to an upgraded model due to being out of stock of mine. I have been having issues with my lawnmower but during out chat, we were disconnected so I was put to the next person to finish the issues/troubleshooting with my mower. I spoke with ********************************* who asked me some questions and finally decided my lawnmower needed to be exchanged & was going to do it through warranty replacement. He said he was processing the request and even verified if I needed new batteries or not. But, then he completely changed everything he had said and told me that my mower is out of ********* will be alerted when it comes back & can contact them then to have replaced. I asked if I just had to be without a mower all that time, or what my options were and was told that as much as he wants to upgrade me, mine is the most upgraded model. I knew that was not accurate & checked their site & asked why I could not upgrade to the ___ model as it is available & the upgrade of my current ********** said due to the price difference. He said I could downgrade but they would not upgrade because of the fact it is more expensive than my current. They literally just processed an upgrade for my weedeater with the previous person & have upgraded me before, so I know this is not true and do not know why he would not upgrade it considering they did not have mine available and after telling me he was doing so. That is wrong. I am a loyal customer and I would like to respectfully request my mower be replaced with the same model or higher. Please accomoidate as them being out of stock of my current model is beyond my control and I shouldnt have to downgrade from a 21" to a 17" as a result... any reputable company that values their customer would upgrade and never downgrade them for something they cannot control- just unacceptable. Chat attached.

  Business Response

  Date: 05/23/2023

  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: 05/25/2023

  
  Complaint: 20084639
  
  I am rejecting this response because: my issue is not resolved. I will contact him and if it is resolved, I will happily close the case as satisfied.  However, I do not wish to close it otherwise because I still currently have the issue and no resolution has been mentioned, or is even in the works yet.  

   

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

  Business Response

  Date: 05/30/2023

  Hello *******,

  We understand and we want to ensure we will take care of this matter for you.  After looking up your account I see that a replacement unit has been granted, order # ORD00000713903 and will b shipped out shortly.  Once shipped a tracking # will be emailed to you.  

   

  Thank you 

  Customer Service Team

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

• Initial Complaint

  Date:05/16/2023

  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.

  Last summer I bought an Aqua *** pet deterrent sprinkler. ***********************************.. I purchased it on Amazon on June24,2022 Total $37.21 Ship to *************************** Order # ***-9453387-2883454 I still have the product in the original box and would be happy to return it for a refund.It worked great for about 45 days...then would not shut off....I contacted the company several times...first by email and then by phone. I was told that they would send me a replacement,but they did not know when they would have it in stock. I asked for a refund as I needed the sprayer...however, I was refused. They did put me on an email notification for when it was back in stock. Now,it has been a year- and it is still out of stock. I checked, and I am still on that list .They supposedly have a two-year warranty on their products.All I want, at this point, is a refund. This company is a joke...

  Business Response

  Date: 05/17/2023

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

  
  Thank you
  Customer Service Team
  Snow Joe + Sun Joe

  Customer Answer

  Date: 05/17/2023

  
  Complaint: 20068321
  
  I am rejecting this response because:  I do not  feel the  issue is completely resolved. I have spoken to the agent and sent a copy  of my receipt via email.  I will consider  this resolved if I receive an actual refund.
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 05/17/2023

  Hello ***,

  After looking up your account I see that we are working towards a resolution on this matter. I can assure you we will be working very diligently on this to satisfaction.  We appreciate your patience on this matter.  

   

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 05/19/2023

  
  Complaint: 20068321
  
  I am rejecting this response because: -I will consider  this resolved if I receive an actual refund.  I was told it would be 6-8weeks before  I would receive the refund...I will be happy to close this complaint at that time.

  Thank you  for your response
  
  
  Regards,
  
  *******************

  Business Response

  Date: 05/19/2023

  Hello ***,

  Our accounting department is working on diligently your request as we take matters very seriously and want to make sure you are happy. We appreciate your patience in this process.

   

  Thank you

  Customer Service Team

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