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:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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’ve been dealing with a rightful warranty claim for a defective pressure washer for several weeks now. I was finally offered the only replacement available due to lack of inventory, after considering it for a day I called them and was given the run around by a 3rd party call center representative in another country. She did not understand I was calling to accept the offer and repeatedly told me she did not make the offer which she hadn’t, it was in writing from a company representative via email.
  
  I tried explaining that to her a dozen times and then asked to talk to a supervisor. She hung up on me at that point in time. I called back spoke to another call center representative who eventually told me she was transferring me to a supervisor as requested. I spoke with someone claiming to be a supervisor and I thought it was settled.
  
  Today I received a written response with a new claim number ignoring the previously agreed to claim. I called back and was lied to by someone who could barely grasp English, who refused to honor the written offer for a replacement provided to me by the company and lied saying she was unable to transfer me to a supervisor.
  
  I am demanding the honor the written offer for a replacement of the ***-3000 since it’s the only model they have in stock for my warranty claim on my ***-****.
  
  Please force them to honor their written offer immediately. Thank you. Please see attached screen shots of the offer via email and of my proof of purchase.
  
  Regards
  **** **********

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 February 18th and received it on the 26th, once I unpacked the unit, I tried to charge the batteries, but they wouldn't charge so I called the support number, and I was told to recycle the unit at that time I requested a refund and was told that I would receive it in 7 to 10 days. When I did not receive the refund, I called again on March 27th. and was told that I would receive it by the next Friday (April 8th, 2025) when I didn't receive the refund I again called and was told that it had been sent to accounting and that I was assured that I would receive it. It is now May 13th, and I have not received any replies to the last two emails that I have sent asking when I will receive my refund. When will I receive my promised refund?

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 from **** *****, ******** Ontario a Sun Joe *******-** pressure washer on June 4, 2023. Product came with 2 year warranty. Product stopped working May 2, 2025. Telephoned manufacturer per Operator's manual at ###-###-#### and spoke to Christian C.  who accepted the warranty claim after questioning me on use etc. I emailed the proof of purchase as requested and received an email that the warranty claim is accepted #******. They emailed that they are committed to replacing the unit but the original unit is out of stock and they have no information as to when the manufacturer will have it available. This is a lie. On their web site the *******-** does show as sold out. However the ******* is available. It is almost the identical unit and sells for $20USD less than the *******-**. Also, I note that **** *****-******** has 18 of the *******-** units available in that one store alone. .
  
  ****************
  
  I advised by email I am willing to accept the ******* unit, even though it sells for less money. I received the following response on May 7: "At this time, we are still waiting for an update regarding your request. Please rest assured that as soon as we receive the necessary information, I will update you immediately via email with the ne** steps or solution."
  
  I advised on the same day as follows: "Please advise by the end of May 8 that you will send the ******* to honour the warranty. Otherwise, I will assume you have no intention of honouring your warranty."
  
  I have received no response and I am certain I will not. I am certain this is the start of an ongoing delay to force me to buy some other product because I can't wait any longer and drop my warranty claim with them

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 August 2024 I purchased a Sun Joe power washer. Between then and April 2025 I used it twice in April went to use it and noticed that the output connector cracked and broke. I called customer service and I was told the part was not available any longer. I then proceeded to file a warranty claim and I was told that my model is no longer available and they offered me an older model that was more money and I had to pay the difference I told them that I wasnt comfortable with that. Later that day I got an email that they would offer me a ACH refund and needed to return the equipment. I returned the equipment which was received some time has passed and did not hear anything so I called customer service and was told the item was received and I need to provide my account details and they would process the return. Still have not received my refund so I called again and was told that there was a new bank and I would receive an email within 24 hours from **** with a link to provide banking info. I did not believe the *** so I requested to speak to a manager and was told i couldnt. I ***lied to an email that was sent a week earlier where I stated I have been lied to and been given the runaround and requested a call from a manager later that day did receive a call from a supervisor and he assured me that I would receive an email from brex within 24 hours. Next did not receive anything so called back and was told that they were going to reach out and they would call me back I received no call back nor any other communication. Again I was lied to.

• Initial Complaint

  Date:05/07/2025

  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.

  I purchased a snow thrower from **** *** in November 2023. The company advertises a 2-year warranty. In February 2025, the snow thrower broke. I contacted the company immediately afterwards and, after providing more information, was promised that I would receive a full refund within 7 to 10 business days. That was on February 25, 2025. Since then, I have NOT received a refund. Every time I call to check on the status of the refund, **** *** provides lies and excuses as to why they haven't processed it yet. Their first excuse? "We didn't have the correct bank details." The second excuse? "We are currently experiencing delays." The third excuse? "We're switching financial institutions."Furthermore, I am concerned about the company's refund method. They claim that they will send a refund via wire transfereven though I purchased the product at a store by credit card. The company should be providing a refund directly to the original payment method to comply with credit card network rules which require refunds to be credited to the same account to prevent fraud and money laundering. Snow Joe continues to assure me that they will process a refund by a certain date, but they never do. I have called the company multiple times and continue to be lied to by their customer service team.

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the Snow Joe about a year ago and within that year, I was unable to use it because the device was defective when Snow Joe finallyagreed that the device was defected. They wanted to give me back my money. Its been a month and I still have not received my money and every time I call, they tell me rest assured you receive your money, but then the date changes.

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Jun/24
  Contacted Shop Joe as my lawn mower stopped working. Received reply confirming still under warranty & required a copy of invoice. Copy sent July 4th. Was told that they would replace & provided my shipping address.
  Jul 19/24
  Received email re ticket# 141186 was being closed due to no response. Resent copy of invoice & was given a new ticket# ******.
  Aug 26/24
  Received reply that item was out of stock & to contact them again in 4-6 weeks to inquire about availability.
  Sep 10/24
  Received email re ticket# ****** stating they were closing due to no response. Replied still waiting the 4-6 weeks as advised in which they provided a new ticket# ******.
  Sep 27/24
  Received email re ticket# ****** as being closed due to no response. Replied & was told unit was still out of stock.
  Oct 15/24
  Received email re ticket# ****** as being closed due to no response. Replied that I was still waiting the 4-6 weeks as advised in which they provided a new ticket# ******.
  Nov 13/24
  Requested an update on availability & was told it was still out of stock and please contact back in 4-6 weeks.
  Dec 11/24
  Followed up with them & was told unit was still out of stock. At this time, they offered a store credit refund in which I declined as preferred to have unit replaced.
  Jan 8/25
  Reached out again to check on status and asked for a manager to call me if still not available.
  Jan 28/25
  Received email re ticket# ****** as being closed due to no response. Replied I was still waiting the 4-6 weeks & for contact from manager!
  Feb 3/25
  Once again, requested for an update. Received reply that unit was still out of stock. As an alternative, they offered to wire transfer a refund.
  Feb 5-20/25
  Requested for etransfer but was told they didn't do that.
  Feb 21/25
  Sent wire transfer info and was told it will take 7-10 days.
  Mar 28/25
  Received email re ticket# ****** as being closed due to no response. Replied & was given new ticket# *******
  As of Apr 29/25, I have not received my refund.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Snow Joe produces electric battery powered equipment . Their lawnmowers are marketed under the name Sun Joe. I bought my most recent mower April 14, 2022 through ****** for $239.99. Model Number 24V-X2-17LM 48-Volt 17 inch Mulching Walk-Behind Lawn Mower. I need a new blade and they do not sell them. Mine is worn out. I do not want to purchase a new mower - just a blade. They have blades - they still sell this mower. They will not sell a blade. The blade is not configured such that a generic blade would fit and they cannot direct you to an alternate source. They suggest sourcing one locally and having a machine shop custom fit it. A blade is a commonly replaced part on a lawn mower. This lack of support is not acceptable.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased their pet safe deicer and it has destroyed my driveway and patio. I have dimples all over and also big chunks were quarter to50 Cent size pieces of concrete is missing. I have tried contacting them through email for over a month and I cannot get any resolution. I havetried calling them. I have also asked customer service several times for their insurance information so I can file a claim against them And nobody will give me any information. I have also asked for corporate headquarters phone number because it is not listed online and they will notgive it to me. I have even had the Library help me do research and none of us can find the number I have emails back-and-forth From their customer service and there's no resolution. I can't get an address to send a letter too. I can't get a phone number and I can't their insurance companies information. There is many thousands of dollars in damage to my driveway and patio. I have also sent pictures of them Along with everything else they asked for they're only offering to reimburse me the $22 the deicer cost.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an item on June 11, 2024 and the item stop working and the company has totally ignored my request for a replacement item for the past 8 to 9 months. Each time I reach out I am told they are out of stock. I would like a replacement or refund back to my credit card.