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:02/03/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 snowblower and the battery failed under warranty
  The company did not have a replacement and offered compensation
  After numerous contacts with the supplier they continued to seek information that I provided and have not refunded funds due me
  This has gone on for months without resolution
  The issue is that provided a defective product and could not rectify the problem and have not compensated me

  Business Response

  Date: 02/04/2025

  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, K. , at *********@*************.com.

  Thank you

  Customer Service Team

  Shop Joe

  Customer Answer

  Date: 03/05/2025

  
  Complaint: 22869780
  
  I am rejecting this response because:
  
  

  Further to my complaint Snowjoe has not resolved the issue and continues to say it is in process but after months they are just stalling until the warranty expires 

  Please pursue the issue with them and provide public notice regarding their business practice

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

  Business Response

  Date: 03/14/2025

  Hello *****,

  Thank you for bringing this to our attention. Our priority is always to assist our customers with the best possible resolution and ensure their satisfaction. After reviewing your account, I see that a refund is currently being processed. We appreciate your patience, and we will follow up with our accounting department to obtain further details and provide you with an update accordingly.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  Date:01/28/2025

  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 2 small snow blowers 2 years ago and submitted the warranty information. After a battery caught fire . they agreed to replace the battery. Then each unit failed after only a few uses. One was replaced by original warranty only to fail in the same manner.Even though they have the warranty information, and have me in their files by having to replace batteries and units, they now will not honor their warranties on either unit.They are unreasonable and deal in bad faith

  Business Response

  Date: 01/29/2025

  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:01/27/2025

  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 batteries for my snow blower in December 2020, including a 3-year extended warranty for a total advertised warranty of 5 years. One of the batteries will not fully charge (charger indicates complete, battery only shows 1 out of 3 charge lights). The battery is an iBAT40XRP 40 V 6.0 Ah, but Snow Joe no longer sells this battery. They have offered to replace it with an iBAT40XR 40 V 5.0 Ah. I do not consider that a "comparable product" - the snow blower came with iBAT40XR batteries originally, and they did not offer sufficient runtime for my driveway. I bought the iBAT40XRP's specifically for this reason along with the extended warranty for peace of mind. Alternatively, they have offered store credit in the amount of the extended warranty, which I note is less than the cost of the replacement iBAT40XR offered.

  Business Response

  Date: 01/28/2025

  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 ***

  Customer Answer

  Date: 01/30/2025

  
  Complaint: 22863075
  
  I am rejecting this response because:
  
  I have not received any further communication from the business.  I have sent an email to the requested address and am looking for follow up.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 02/03/2025

  Hello *******,

  Thank you for bringing this to our attention. Our priority is to ensure customer concerns are addressed to their satisfaction. Upon reviewing your account, I see that you have been in communication with our customer service manager, ******, who has already reached out to you via email with a resolution.  If you have any further questions or need assistance, feel free to let us know.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  Date:01/25/2025

  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 have a dead battery for a Snow Joe snow shovel. I spent 12 days working through the warranty process with the company. After several emails, a video of the defective product and sending my receipts they agreed to replace the battery. Then I received the following email:We sincerely apologize for any inconvenience this may have caused. After reviewing your request, we regret to inform you that the unit currently out of stock. However, we anticipate receiving new stock in approximately 4-6 weeks. We kindly suggest that you contact us again at that time, and we would be happy to assist you with your replacement.I have no faith they will have the battery in 4-6 weeks and why must I reach back out again for the process. They have thrown every block in the process for me to claim the warranty. I gave them everything they requested. Theyre not able to honor the warranty because it is out of stock. Now Im left holding the bag with no compensation for the battery that is under warranty. Seems as if they are trying very hard not to honor the warranty. Their website has batteries that work with the Snow Joe snow shovel.Thanks

  Business Response

  Date: 01/28/2025

  Hello ***,

  Thank you for bringing this to our attention. We apologize for any inconvenience you may have experienced. After reviewing your account, I can confirm that a warranty order has been successfully created ORD0000062930 to ship you a replacement battery. In fact, the order has already been processed and shipped via ****. The tracking number is **************************, which you can use to monitor the delivery status through the **** website.

  Thank you 

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 01/28/2025

  [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:01/19/2025

  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.

  Purchased two battery powered Snow Joe snowblowers in Jan 2024 with a 2 year warranty. On Dec 21st I contacted the
  manufacturer for battery replacements. Over the course of almost one month and 30 emails back and forth, they have still failed to
  address the battery replacements. They have instead, consistently delayed responses with repeated requests above and beyond the
  terms of the warranty.

  Business Response

  Date: 01/22/2025

  Hello ********

  
  Thank you for bringing this to our attention. We apologize for the inconvenience you’ve experienced with your unit. Upon reviewing your information in our system, I see that a warranty replacement order has been created for new replacement 12Ah replacement batteries and two high-stand chargers. This order, under number *************, has already been processed and shipped via UPS with tracking number is *******************

  Thank you

  Customer Service Team

  Shop Joe

  Customer Answer

  Date: 01/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because out of the 8 replacement batteries received today, 7 are non functional.  How does this company stay in business?.  Doesn't anyone quality check these things.  ****************
  
  
  
  
  
  
  
  Regards,
  
  
  ******* ***

  Business Response

  Date: 01/28/2025

  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 Customer Service Manager, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop Joe

• Initial Complaint

  Date:01/18/2025

  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 24V-X4-SB24 snowblower in 12/22. It uses 4 batteries. I used it at most 7 times over 2022 and 2023. When I tried to charge the batteries for this season none of them would charge. I contacted customer service in early December and this saga started. After sending numerous videos, photos etc. I have received 3 sets of batteries and 2 sets of ultra chargers, none of which have worked. All customer service does is request video proof that the batteries do not charge and then they send out different batteries that are also defective. At this point since my snowblower was under warranty, I want a refund; they have shown that they cannot supply batteries that work. I bought the blower directly from snow Joe and am extremely disappointed in the service. I have done everything asked of me including properly disposing of the first set of batteries, returning the next 2 sets of bad batteries and trying to be patient, but enough is enough. I was even told by customer service that there were no managers I could talk to. I want to talk to someone with authority who can actually resolve this issue.

  Business Response

  Date: 01/22/2025

  Hello ******,

  Thank you for bringing this to our attention. We apologize for the inconvenience you’ve experienced with your unit. Upon reviewing your information in our system, I see that a warranty replacement order has been created for four new 12Ah replacement batteries and two high-stand chargers. This order, under number *************, has already been processed and shipped via UPS. Your tracking numbers are ****************** and *******************

  Thank you

  Customer Service Team

  Shop Joe

  Customer Answer

  Date: 01/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The set of replacement batteries you just sent are also defective; only 1works.  You clearly cannot provide working batteries, so I want a refund.  My original order number from the snow Joe site is *********  
  
  
  
  
  
  
  
  Regards,
  
  
  ****** *******

  Business Response

  Date: 01/27/2025

  Hello ******,

  Our top priority is ensuring that your concern is fully addressed as our valued customer. We understand how frustrating it must be to receive a replacement battery only to encounter the same issue. To make this right, we want to provide you with options. I see that one of our team leads has already offered you the option of a store credit and has emailed you the necessary steps to initiate the process. Please review the details at your convenience, and if you have any questions or need further assistance, feel free to reach out. We’re here to help.

  Thank you

  Customer Service Team

  Shop Joe

• Initial Complaint

  Date:01/11/2025

  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 battery operated snow blower from Snow Joe in November of 2022. I charged the batteries and put the unit away in the shed and the batteries in the house because we did not have snow that winter in the winter of 2023 while the unit was under warranty I took out the batteries when we were getting a snow storm and went to charge the batteries but the charges would not work and I could not charge the the batteries. I got in touch with Snow Joe and was told that they were having problems with the charges and the batteries and that I needed the new upgraded charges and I needed new batteries but they did not have the new batteries in stock and the only way to get them was that I had to destroy a perfectly good snow blower that cost $1000. I said that was crazy and such a shame to destroy a brand new unit and to throw it away and they told me that is the only way to replace the batteries because they are out of stock and dont know when they will have them. I looked up other peoples reviews and the reason they could keep the batteries in stock is because so many people are having the same issue with the batteries and charges not working. Anyway, they made me send pictures of all the wires on the snow blower cut so that the snow blower was now useless and they sent me a brand new snow blower with the 4 new batteries that go with the unit. They also, sent me two new chargers for the batteries that replaced the two that did not work. Great. Everything charged up and was working. Put the unit and batteries away at the end of the season. Charged the batteries once in the summer. Everything working. Now winter of 2024 took the unit out and went to make sure the batteries still were completely charged up and they were completely dead. Put them in the charger and they will not charge at all. All 4 batteries are completely dead and all 4 will not charge up. Many people are having the same problem. Thier batteries are no good

  Business Response

  Date: 01/14/2025

  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 Joe 

  Customer Answer

  Date: 01/14/2025

  [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 ********. I will wait to hear from the representative from Snow Joe and see if we can resolve my issue. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/08/2025

  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 96V 21 Inch snow blower, 4 batteries, and 2 chargers on November 24, 2023 for $546.70. All 4 batteries did not work by November 24, 2024. The batteries have a 2 year warranty. Per the company's request, I sent video of the 4 batteries not working and not charging on November 24, 2024, and sent the invoice from my original purchase on November 25, 2024. On November 27, 2024, the company claimed it was a charger issue, and they needed to send me new high speed chargers. I received the high speed chargers on December 4, 2024, which did not charge the batteries, and emailed video to the company showing that the high speed chargers did not charge the batteries on the same date. The company responded that I needed to return the 4 batteries in order to have them replaced. I asked for a return label and waited 48 hours without an answer. After my 3rd email requesting a return label, they changed their process to requiring me to properly dispose of the batteries. On December 8, 2024, I sent a video of me properly disposing of the batteries at Home Depot. On December 14, 2024, I received 4 "new" batteries, 3 of which did not work. I emailed video of the 3 "new" batteries not working on December 14, 2024. I was sent a return label and returned the 3 "new" batteries on December 20, 2024. I received 3 additional "new" batteries on January 4, 2025, none of which worked. In total, they've sent me 4 batteries that only lasted 1 year, and 6 batteries that did not work at all.

  Business Response

  Date: 01/09/2025

  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: 01/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have not received a refund yet.  Having said that, the business has promised a refund if I dispose of the batteries and snow blower.  I will do so, and update my response assuming I get a refund as promised.
  
  
  
  Regards,
  
  
  *********** *******

  Business Response

  Date: 01/27/2025

  Hello ************

  Thank you for bringing this to our attention. Our top priority is ensuring your concern is fully addressed to your satisfaction. After reviewing your account, I see that you have provided the necessary information, which allows us to move forward with processing your refund via ACH transfer. Please rest assured that we will take all necessary steps to handle this matter efficiently.

  Thank you

  Customer Service Team

  Shop Joe 

   

• Initial Complaint

  Date:01/07/2025

  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.

  Made the purchase online on December 17, 2024 based on a TV offer for a battery powered snow blower in the amount of $195.47. I waited for the confirmation from the website; however, I did not receive one. My credit card was charged on Dec 20. 2024. I went back online and tried to get a status on the purchase made and charge, however I got an AI-Bot, not a human person, and after writing back and forth for over 20 minutes, I was given a phone number to their customer serve (###-###-####). I called the number and spoke with a representative who said she saw that I had made contact earlier in the week, but she also did not help me. At the end she said she would send me an email where I could send my credit card statement charge, and I am still waiting for that email too. I've not received any help, and they were quick to charge my card, but say they have not record of my transaction. I believe I have been defrauded by this company. I have contacted my CC company about this transaction also.

  Business Response

  Date: 01/10/2025

  Hello ******,

  Thank you for bring this matter to our attention. We sincerely apologize for all the inconvenience you have encountered.  I will thoroughly review this situation, particularly since the agent was unable to resolve it to your satisfaction.  Upon reviewing your information in the system, I can confirm that a full refund has been requested to be processed back into your credit card. Please allow up to three business days for the refund to reflect in your account. 

  Thank you

  Customer Service Team

  Shop Joe

  Customer Answer

  Date: 01/11/2025

  [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:12/13/2024

  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 directly from the company a little over 2 years ago. The blower runs on two large lithium ion batteries. Those batteries are failing, no longer hold the maximum charge or can no longer be charged.The snowblower is no longer on the market and the company clearly is aware that their technology has failed and cannot be maintained long term and has failed to contact customers and inform them of issues involving their products.

  Business Response

  Date: 12/18/2024

  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 ***

  Customer Answer

  Date: 12/18/2024

  
  Complaint: 22683017
  
  I am rejecting this response because: I am awaiting a response from SnowJoe, but the message from SnowJoe does not in any way resolve my complaint.
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 12/23/2024

  Hello *****,

  Thank you for bringing this to our attention. We appreciate you taking the time to reach out and share your concerns with us. After carefully reviewing your account, I see that one of our team leads has already sent you an email addressing this matter.
  We completely understand how inconvenient and frustrating it can be to have a unit that is no longer functioning and require a replacement part. Your satisfaction is very important to us, and we truly wish we could provide a more immediate solution. However, the unit you purchased included a 2-year manufacturers warranty, which has unfortunately expired.  Even though the unit warranty has expired a 15% discount code was offered for a future purchase, as mentioned in the email. We hope this can assist you in finding a new product that meets your needs.

  Thank you

  Customer Service Team

  Shop ***