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:05/15/2023

  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 bought a snow blower last December, it came missing all the hardware to put it together. Now 5 months later I have still not received the parts. I want a refund and they refuse to give me anything but store credit. I would have sent it back much earlier except they kept assuring me the parts were on back order and I would receive them soon. I'm happy to send it back if they just send me a shipping label but I don't want store credit as I will never buy from them again after this experience.

  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

• Initial Complaint

  Date:05/10/2023

  Type:Delivery 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.

  On February 11th 2023, I purchased a Sun Joe SPX3000 pressure washer though Amazon (ORDER # ***-1552587-3781057). The product was delivered fine, but when we tried to use it for cleaning our RV, we found that the detergent unit was faulty and wouldn't work consistently. We contacted Snow Joe and they were very nice and a Supervisor, ***, was helpful in getting the replacement pressure washer to our campground (which was different than our previous campground address). When the replacement arrived, we inspected it and discovered a small part for the detergent unit was non-functioning from the factory (a 90 degree tube fitting wasn't properly molded and did not allow air/liquid to pass through rendering it non-functioning). On April 27th, I contacted Snow Joe and spoke with ***, a customer service rep, and told him about the issue and requested a replacement part. I said I could send pictures of the defective part, and I also requested a call-back from Joy, the previous supervisor, since she had been very helpful previously. *** said I could email the pictures and he put a request in for Joy to call back and told me that I would be receiving a call back from her within ***** hours. A Ticket # ******* was created and I sent an email outlining the phone call and sending pictures of the defective part. Since then I have received no communication back from Snow Joe. I have emailed to follow-up on April 29, May 4th, and May 8th with no response. In my last email I requested a refund stating "We are requesting a full refund of the purchase price as this is the second unit we've received that does not work as advertised. We have not been impressed with the SunJoe product, or (at this point) the customer service for warranty issues and would rather take our business elsewhere. Please let ** know how we can return this second faulty unit and receive a full refund."We have still not received a response, or a phone call.

  Business Response

  Date: 05/11/2023

  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

  Customer Answer

  Date: 05/17/2023

  [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 was able to contact Kleber with Snow Joe, and they have decided to refund the purchase price of the unit. They sent a prepaid shipping label, and I have already shipped the unit back. I should be receiving a refund check shortly, and will try to update this complain once the matter is completely settled 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:05/08/2023

  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.

  I bought Snow Blower Snow Joe 24V-X4-SB24 and unit arrived with broken bolts and requested the bolts for replacement as Snow Joe did not replace and later unit stopped working with defective batteries I contacted Snowjoe as they mentioned that they do not have batteries to replace and after waiting for one month I contacted snowjoe and they mentioned to return the unit for replacement and mentioned that I will get shipping label after 48 hrs and I waited for one week as I did not get any shipping label again I contacted after one week wait for the shipping label as they mentioned I will get as soon as possible but I did not get any shipping label. The unit is under warranty as I recently bought this unit. Really very frustrating experience as Snowjoe failed to honor the warranty. I request them to replace the unit as soon as possible or refund the amount. Very disappointed with Snowjoe products and very poor customer service.

  Business Response

  Date: 05/10/2023

  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: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will close this case once they complete the replacement of the unit.
  
  Regards,
  
  Sridhar

• Initial Complaint

  Date:05/08/2023

  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.

  I contacted SnowJoe several times as my unit is not working which I recently bought and the unit is under warranty and snowjoe mentioned that they will replace the unit and also mentioned that they will send a shipping label but they never did. (Here is the ticket number : *******). I'm very disappointed with the transaction as they never respond promptly and also they never honor the warranty. I need immediate replacement of the unit.

  Business Response

  Date: 05/10/2023

  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: 05/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will wait until I get the replacement of the unit before I close this case.
  
  Regards,
  
  Sridhar

• Initial Complaint

  Date:04/28/2023

  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.

  $144.99 plus tax I bought a snow joe Blower shovel and tried to use it in late February, it is easier to shovel with a 3 lb shovel than push that 17 lbs of garbage over the driveway, it did not work so on March 29, after weeks of emails back and forth to them I ups'ed the thing back to them and it's been in ******* for over a month and all I get are excuses about a refund for $144.99 plus tax.I have called them so much they know it is me when I call and still no refund as of today(just called them again) so I am now filling out paperwork to send to my state attorney General re consumer fraud IMO they have stolen my money and I am a low income senior.I want a refund , I have been in emails back and forth on this since early March 2023 It was sent by *** on tracking order 1z211 r 2v ************ March 29, **** to *************************************************************************** I know it was received as I checked the status

  Business Response

  Date: 05/01/2023

  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

  Customer Answer

  Date: 05/01/2023

  
  Complaint: 19994797
  
  I am rejecting this response because:He never called me back, when he did answer his phone he suddenly had to go to a meeting for 15 min< i told him I needed to go and do my yard  he promised 20min and here I am like an idiot waiting 35 min later writing to you again. Not sure what game snow joe wants to play but I am not interested.I WANT MY MONEY BACK.No more excuses.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/02/2023

  Hello ******,

   

  I am sorry to hear of this matter. However, after looking up your account I do see that you have spoken to Kleber on this matter and it is being handled to your satisfaction.  If you need to contact him directly please call him at ************ or email him at ************************************.

   

  Thank you 

  Customer Service Team

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

• Initial Complaint

  Date:04/26/2023

  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 purchased a SPX ****-*** in December 2022. I opened the box 4-20-23. The warranty stated register online and receive an additional *********************************************************** the extra. I chatted with them online and they wouldn't because I have 45 days from the date of purchased. Doesn't say that on the box anywhere. The warranty card says it but the card is inside and I just opened the box on 4-20-23. All I want is the extra 90 days added and they need to put the info on the outside of the box as well. I purchased it in winter so I didn't open it to use till now.

  Business Response

  Date: 04/27/2023

  Hello ****,

   

  We apologize for any inconvenience you have encountered.  This is to confirm that the additional 90 days for registering online has been added to your 2 year manufacture's warranty.  The Sun Joe SPX2680-*********************** washer you purchased in December of 2022 now expires on March of 2025.  

   

  Thank you

  Customer Service Team

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

  Customer Answer

  Date: 04/27/2023

  [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:04/25/2023

  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 purchased a snow blower on Amazon on November 29, 2021. The machine did not function properly and when I contacted amazon they said to contact the seller directly to resolve this. I contacted Snow Joe and after troubleshooting attempts they decided to send me a replacement battery to see if that resolves the issue. I never received the battery and called again to see what is happening and they said they would send another shipment out because due to covid there were shipping delays. Again, I waited and did not receive the battery.I called in to request that I get a refund and the rep told me that I could get a store credit when the product was returned to use at any vendor so I accepted this.I returned the product and did not receive the store credit so I called in again to see what the status of the store credit is.Upon calling I find out that the store credit can only be used for the snow Joe website which I did not want in case I had issues again. **** way I could take the product directly to the store to resolve.I demanded a refund for my $363.02 and the rep said if I want a refund it would be a cheque in the mail and it would take 60 days to receive so I accepted this and waited more than 60 days.I called back again to see why I didn't receive my refund cheque and the rep said they did not issue the refund cheque because they only give store credit.Again, demanded I want my money back because I've complied with what I had to do to get this resolved and because of the customer service and distrust in their products I did not want to own any snow joe products anymore.I was told they would need to get the accounting department to approve this and would get a call back within 48 hours, again I waited for almost 2 weeks and no call back.Today I call over and over to get the run around about what can be done and even was hanged up on by the first customer service rep. **** is not right, this company has robbed me and causing me stress and anxiety.

  Business Response

  Date: 04/27/2023

  Hello ********,
  
  We apologize for all the inconvenience you have encountered.  After looking up your account I see that a refund check was mailed out through the **** with check number 16150.  Please allow up to 10 business days to receive your refund check.  

   

  Thank you

  Customer Service Team

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

• Initial Complaint

  Date:04/25/2023

  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 snowjoe snowblower SJ627E from Amazon and after using it a couple of times the machine stopped working. Reached out to snowjoe for a warranty replacement and they honored a replacement and I shipped back the old unit. Upon receiving the replacement, I realized they sent me the wrong model SJ626E, a downgrade of the model I previously purchased. I was never informed on the phone call that I would be getting a different model unit, let alone a downgrade from what I originally paid for. Called snowjoe to explain what happened and they told me they are out of stock of my original unit, which still doesnt explain why I was not told I was getting a downgrade, which I would have refused. I was then advised to put my email in to get notified on the website, once the unit is back in stock to reach back out and will have the replacement processed. I reached back out when the site showed the unit is back in stock and agent told me sorry that must be a glitch the unit is still out of stock. Please reach back by this date and we are expecting a delivery. It has been a YEAR OR SO of them telling me the same thing every time I call to get my unit replaced with the correct one and it is still not available even though the website shows it is. *** lost count of how many times Ive called this place and requested to speak to a supervisor and was told that a supervisor will reach out within 24 hours and a supervisor still has not reached to help resolve my issue. At this point, I have wasted so much of my time reaching out without a resolution or call back from a supervisor, if you cant replace my unit with the correct one I am more than happy to return this and issue me a check for my refund and not a store credit.

  Business Response

  Date: 04/26/2023

  Dear ****, 

  I wanted to take a moment to thank you for taking the time to speak with me earlier. Your feedback is important to us and we appreciate your honesty and willingness to share your experience with us.
  
  As discussed, we have sent you an email with a prepaid return label for your product. Once the package has been scanned by **** we will process a check for the cost of the unit and have it mailed to you.
  
  We understand that returning a product can be a hassle, and we apologize for any inconvenience this may have caused. We want to make the process as smooth and easy as possible for you, and we hope that our efforts will help to restore your confidence in our company.
  
  Thank you again for your time and for choosing our products. If you have any further questions or concerns, please don't hesitate to reach out to us.

  Best, 

  Snow Joe Customer Care 

• Initial Complaint

  Date:04/23/2023

  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.

  This is my second complaint against this company. They are selling yard trimmers knowing people can't get replacement trim heads. With my first complaint the mysterious came up with 2 new trim head replacements which I was assured would work on the Trimmer I purchased but they lied. They continue to fraudulently sell these trimmers. They don't respond to people unless a complaint is filed with the BBB. I want a refund a full refund for this grass trimmer. I will not except a replacement head this time because they clearly lie to people. My original complaint that was closed a week or so ago is ********.

  Business Response

  Date: 04/24/2023

  Hello ********, 

   

  As per our conversation today, we will go ahead and send a prepaid return label to issue a full refund for the trimmer. Please look out for an email from Snow Joe, with a prepaid return label. 

   

  Return Tracking Number:   1Z211R2V0321516524

   

  Thank you for providing us with this feedback. 

   

   

  Customer Answer

  Date: 04/24/2023

  [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 providing I do get the full refund. I will update if I don't receive it.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/23/2023

  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.

  In November, 2021, we purchased a Snow Blower from Snow Joe, model number Snow Joe iON100V-21SB 100-Volt iONPRO for $799.00. In January 2022, the battery for this unit failed to operate and we contacted Snow Joe. We were told that these batteries were on back order but they would send two smaller batteries. These were never received. We have been emailing Snow Joe continuously to try to get this resolved. Recently, they sent a replacement Snow Blower but not an equivalent model. The replacement model was Snow Joe 24V-X2-SB22 48-************* which is now listed at $659.00. Over $100 less than the model we purchased. The appropriate replacement is the Snow Joe 24V-X4-SB21 96-*************. We recently received an email from Snow Joe that they cancelled our warranty because we didn't use the shipping label to return the snow blower but we don't want to return these items until we receive the appropriate replacement. We are happy to return anything once the equivalent replacement is received.

  Business Response

  Date: 04/24/2023

  Hello ***** + ******, 

  
  Thank you for taking the time to speak with me today regarding your snow blower. We want to ensure you receive the appropriate replacement 24V-X4-SB21 96-************************************ out the link: *****************************************************************************************************************************************************************;

  
  As for the process, we will create a new warranty order, so you can have a new prepaid return label to send back the unit you have. As soon as your unit has been scanned by *** we will work with our warehouse to ship out your 24V-X4-SB21. If you agree, please reply back and we will have the new warranty order created. 

  
  Thanks,