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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.
  • 126 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:04/23/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Company is not honoring their warranty. Customer service states 2 years from the date of purchase (June 2023) but claims the year 2025 is the warranty cut off even though the two years is June 2025.

  • Initial Complaint

    Date:04/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 product on Feb 18, 2024: Order # ***********-******* through ******.***
    -Product broke in Jan 2025, well within two year warranty
    -Opened case ****** with ShopJoe.com on Jan 20, 2025
    -ShopJoe confirmed warranty coverage & approved replacement shovel to be sent when available, -free of charge as the warranty specifies (no shipping cost or product cost)
    -after 3 months, there is still no planned availability for this replacement
    -While the specific model that broke is not available, several are that I would be happy to have, that are the same price as the one that broke under warranty. ShopJoe has offered store credit to their web site, which is nice, but I would have to pay for shipping, even though it's basically the same shovel at the same price as the one they allege will be sent at no charge "when available".
    It is not reasonable or fair to offer the only solution to wait for an unknown future time for a product that no longer seems to exist, and only offer to provide credit towards one that will cost me $$ to ship instead. It's a bait and switch and non-honoring of their own warranty.
    -Requested Remedy: I'd like to be able to get the store credit and have free shipping to allow for me to get an almost identical replacement at no charge, which is what the warranty says it provides.

  • Initial Complaint

    Date:04/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    MY ORIGNAL SUNJOE DETHACHER AND SCARFICER BROKE WITH THE WARRENTY PERIOD. I WAS SENT A REPLACEMENT UNIT THAT DIDN'T LAST FOR AN ENTIRE YEAR. WHEN I CALLED THEY TOLD ME THAT MY WARRENTY HAS EXPIRED ON THE ORIGINAL UNIT. SO I ASK YOU ALL DON'T GUARANTY YOUR PRODUCTS THAT YOU REPLACED FOR ONE YEAR. THEY INSISTED THAT THE REPLACEMENT UNIT HAD THE SAME EXACT WARRANTY AS THE ORIGNAL. SO IF I RECEIVED A DEFECTIVE UNIT THAT DOESN'T OPERATE UP A YEAR, I AM JUST OUT OF LUCK.

  • Initial Complaint

    Date:03/20/2025

    Type:Product 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.
    Initially submitted the issue and all MONTHS of resolution attempts to BBB as a review. I contacted SunJoe on 8/29 to request a Replacement part for wet Vac under warranty. On 1/3 received authorization from supervisor/manager for a refund. I supplied the requested banking info. I have been followup every 2 weeks as I have not received the refund.- 11 WEEKS NOW. Reasons include 'working with a new bank' , it is being handled as its in accounting work queue and We don't have direct communication with accounting. BUT, "no worries" and "rest assured" we'll look into status and email you. This was told to me 3 separate times and no email or return call.Kindly expedite my refund.

    Business Response

    Date: 03/25/2025

    Hello ********,

    Thank you for bringing this to our attention.  We apologize for any inconvenience youve encountered. Upon reviewing your account, I see that a refund was processed on 3/7/25 and should have been credited back to your bank account. 

    Thank you

    Customer Service Team

    Shop ***

     

    Customer Answer

    Date: 03/25/2025

    [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:03/08/2025

    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 purchased a battery powered snow blower in 12/22, and the batteries will no longer charge. After being sent 3 replacement sets of batteries, none of which worked, I was promised a refund on Feb. 4, 2025. I sent my banking information as requested but no refund. I was again promised by the supervisor that my refund would be processed by the end of February but again no refund. The last week I was promised it would be sent on March 7; again no refund! This is ridiculous, the worst customer service I have ever seen. I have emails from snow Joe promising my refund and my patience is gone!!!!

    Business Response

    Date: 03/31/2025

    Hello ******,

    Thank you for bringing this to our attention.  After reviewing the your information in the system, we confirm that a refund was successfully processed back to your account on March 7, 2025. We kindly ask you to check your bank account, as the transaction has been completed on our end.

    Thank you

    Customer Service Team

    Shop Joe 

  • Initial Complaint

    Date:02/27/2025

    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.
    Bought a pressure washer from the sun Joe company about a year ago and the hose exploded on it and I went to order replacement parts and have been in contact with their customer service a couple times and theyve discontinued the hose and will not help in anyway to get me replacement parts so I can use it again when I just spent over $200 on the item less than a year ago if you review their pilot reviews, all of the other customers say the same as well they just give you a runaround to not help you at all literally the worst company Ive ever dealt with and the only time Ive reached out to you guys about how awful the company is this wouldnt be a very big deal if there were other places to get the replacement parts, but the part is out of stock and discontinued and theres no other parts that will fit it anywhere

    Business Response

    Date: 02/28/2025

    Hello *****,

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our **************** Manager, Kleber, at ********************************************.

    Thank you
    **************** Team
    Shop ***

  • Initial Complaint

    Date:02/20/2025

    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.
    On February 20, I went to remove snow from my driveway after charging the 2 batteries for the first time, After charging them both, I found that both batteries were bad I am requesting two new batteries. This snow joe blower was purchased in October of 2024 and used for the first time on February 20 th.

    Business Response

    Date: 02/24/2025

    Hello ******,

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our **************** Manager, Kleber, at ********************************************.

    Thank you
    **************** Team
    Shop ***

  • Initial Complaint

    Date:02/19/2025

    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 their Snow Blower a few years ago, brand new. It worked for about 5 seconds and shut off. I had to keep pulling out the batteries and put them back in to get it to go for another 5 seconds. I finally gave up. I called support and they said they would replace it but they did not have any stock at the time. After waiting approximately 6 months, Snow Joe sent a replacement unit. I received it in the summer of 2024. I finally got to use it 2 weeks ago due to the snow. Similar issue - it shuts off after less than 5 seconds. It will restart but shut off again after a few seconds. I called support and Snow Joe said it's out of warranty and they can't help me, yet I attached the document to the BBB website showing that my warranty is good until May 2026. They've given me two machines and neither works. I simply want a unit that I can use but they are not helping to make that happen.

    Business Response

    Date: 02/24/2025

    Hello *****

    We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our Customer Service Manager, Kleber, at ****************************

    Thank you
    Customer Service Team
    Shop Joe

    Customer Answer

    Date: 02/24/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution presented is acceptable to me.  It is only an email at this time, stating that my unit will be replaced.  I will be satisfied once the new unit arrives and works as it's supposed to.  I consider this matter open until that happens. 



    Regards,



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

  • Initial Complaint

    Date:02/11/2025

    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 purchased a portable generator thru QVC which is a qualified distributor of Snow Joe/Sun Joe and registered the warranty info on 10-11-2021. The warranty is for 3 year period. On 9-27-2024 the generator had 2 hours of usage displaying. I ran the generator during Hurricane ****** off and on on 9/27/2024 for 2 hours. After turning the generator off, I restarted it and it ran for approximately 15 minutes and came to a complete stop. When attempting to restart the generator, the motor would briefly attempt to start and cut off. The generator had the correct oil level and was connected to the propane source. I took the generator to a qualified repair shop and the tech stated that the unit behind the motor was bad and something was causing it to lock up and not start. He did not disassemble the generator or attempt to make any repairs as he decide that the unit was not repairable.I contacted Snow Joe/Sun Joe customer service on 10-3-2024 to discuss the issue. I was directed to send a video and explanation to the repair /claims department, which I did. After sending the video, I was told that I would not receive a refund due to buying it through a qualified distributor but I could receive a product credit for other items sold by the company. I have continued to call back as I was told I would receive a replacement generator when it comes in stock again. I have discussed this issue with numerous company representatives and continue to get the same response. Other dealers have the same generator available online, ******, ***** etc. Last week, I have received emails from a customer service ******************** III, Shop ***. stating since I have waited since October, 2024 that I would receive a ACH direct deposit refund. I have sent my deposit info to the company but they have not made a deposit. I have attempted to get in touch with customer service and no one responds back to me. I do not want a a credit for other products. I am requesting to be refunded $694.43.

    Business Response

    Date: 02/12/2025

    Hello ******,

    Thank you for bringing this to our attention. Our top priority is ensuring our customers are fully satisfied. After reviewing your account, I see that a team lead has already assisted you by providing resolution options based on the information you provided. We are actively working with the accounting department to process your request as quickly as possible.

    Thank you

    Customer Service Team

    Shop ***

    Customer Answer

    Date: 02/12/2025

    [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.

    I received an email from the Sun Joe **************** ***** Percival Caramol III, on Tuesday, Feb. *******, stating that a refund has successfully been requested and that I should allow 7-10 business days to have the *** Refund processed. I responded back that I did receive the confirmation email and I will be watching for the deposit.


    Regards,

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

    Customer Answer

    Date: 03/17/2025


    Complaint: ********

    I am rejecting this response because:


    I filed a complaint ~ 2 weeks ago regarding Snow Joe/Sun Joe. Complaint # was ********. The company agreed to refund me the original purchase price due to unit not working. I provided all banking info and was told the direct deposit would be made in 7-10 days. The deposit has not been made and it has been 11 days. Below is my original complaint: I purchased a portable generator thru QVC which is a qualified distributor of Snow Joe Sun Joe and registered the warranty info on 10-11-2021. The warranty is for a 3 year period. On 9-27-24 the generator had 2 hours of usage displaying. I ran the generator during Hurricane ****** on 9-27-24 for 2 hours. After turning the generator off, I restarted it and it ran for approximately 15 minutes and came to a complete stop. When attempting to restart the generator, the motor would briefly attempt to start and cut off. The generator had the correct oil level and was connected to the propane source. I took the generator to a qualified repair shop and the tech stated that the unit was broken. He did not remove any parts or attempt to make any repairs as he decided that the unit was not repairable. I contacted Snow/***/Sun Joe customer service on ******* to discuss the issue. I was directed to send a video and explanation to the repair/claims department, which I did. After sending the video, I was told that I would not receive a refund due to buying it through a qualified distributor but I could receive a product credit for other items sold by the company. I have continued to call back as i was told I would receive a replacement generator when it comes in stock again. I have discussed this issue with numerous company representatives and continue to get the same response. Other dealers have the same generator available online, ******, ***** etc. last week, i have received emails from a customer service **** Percival Caramol III, Shop ***, stating since i have waited since October, 2024 that I would receive a ACH deposit refund.
    Regards,

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

    Business Response

    Date: 03/20/2025

    Hello ******,

    Thank you for bringing this to our attention. I understand your frustration regarding this matter. Please know that our accounting department is currently processing your refund via ACH transfer. I will gather more details and provide you with an update once the process is finalized. We appreciate your patience and assure you that we are committed to resolving this for you.

    Thank you 

    Customer Service Team

    Shop Joe 

  • Initial Complaint

    Date:02/03/2025

    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 bought a Snow Joe 96V 24" Cordless Self-Propelled Dual-Stage Snow Blower, 4 x 12-Ah Batteries & 2 x Chargers on Nov 27 2023 through *******. I received the snow blower on Dec 8 and had found that one battery was not working right out of the box. It was replace and I was able to use it 2 times that year. This year Dec 19 2024 all 4 battery failed and I sent them a video proving the batteries were not working to get replacement. They sent me a charger instead. I sent them another video proving that the batteries were not working in the old and new chargers on Dec. 31. I shipped out all the batteries and chargers and received 4 beat up batteries and 2 new chargers. They said the batteries were new but the battery condition proved otherwise. I've tried charging the 4 batteries and only one work. I send them the video of the 3 failed battery on Jan 9 and shipped out the non-working batteries for replacement. I received 3 beat up batteries on Jan 15 and 2 of the 3 are not working. I sent the 2 non-working batteries and they told me I was to be place a a wait list because the batteries are out of stock due to high demand. I can see that the high demand for the battery is due to the high complaint this month to bbb about battery failures.

    Business Response

    Date: 02/06/2025

    Hello *****,

    Hello (Customer's Name),We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our **************** Manager, Kleber, at ********************************************.

    Thank you
    **************** Team
    Shop ***

Snow Joe LLC is NOT a BBB Accredited Business.

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