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:11/18/2024

  Type:Delivery 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 have a SnowJoe snowblower that is about a year old. It requires four batteries. Earlier this month I charged the batteries to get ready to use the snowblower. Unfortunately, one of the batteries would not charge. So, I did two things. I reached out to ** customer service via email about ***lacement. After a few responses from **, they stopped ***lying. So, because I can't use the snowblower without the battery, I ordered a new one on November 6th. Last week I received a message from the **** that this item will not be delivered because of UNPAID POSTAGE , even though I paid for shipping when I purchased the item. I called customer service twice and both times I was told they were checking with the **** and would get back to me when they had an answer. So far, no one has gotten back to me. I also sent an email to customer service but have not received a ***ly. I asked one of the customer service **** if they could just send me a new battery, since I've already paid $200+ for the one I ordered but never received. The *** said he couldn't do that.

• Initial Complaint

  Date:11/17/2024

  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 LLC stated in an email that they would give me an extended 1 year warranty because the previous leaf mulcher I purchased caught fire one year after warranty expired. I purchased another Sun Joe Leaf Mulcher from ******* on 11/10/2024 and SNOW JOE LLC, which also sells the SUN JOE LLC Leaf Mulcher, said that I didn't purchase the unit even after giving them the receipt of purchase. Their **************** is incompetent and they have lied to me.

• Initial Complaint

  Date:10/25/2024

  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.

  Power Washer SPX4000-pro Purchase date 1/24/2024 Purchased from ****** The unit quit working after 6 months of occasional use. I registered the unit and customer service verified. I have been on the phone with their customer service more than 10 times over the last 3 months and they refuse to honor their warranty for an equivalent model. They claim my model is out of stock and refuse to send a replacement of equal or greater size. In fact they no longer produce the exact model so they keep telling me to call later which I have done over the last 3 months.

  Business Response

  Date: 10/30/2024

  Hello ******,

  Thank you for out bringing this matter to our attention. We apologize for the inconvenience youve encountered with your Sun Joe SPX4000-PRO pressure washer. We understand how frustrating it can be when a product does not perform as expected, and we are here to make this process as smooth as possible for you. After reviewing your account in our system, I can confirm that a prepaid return shipping label has been provided, allowing you to return the faulty unit to us at no additional cost. Once we receive the returned unit, well promptly process a store credit for you. This credit can be used for any future purchases with us, giving you the flexibility to select the product that best suits your needs.

  Thank you

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 10/31/2024

  [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:10/24/2024

  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 Snow Joe snowblower, model SJ627E, in December 2018. The unit's 2-year warranty has long since expired. Snow Joe still sells the model. My complaint deals with their failure to carry (sell) replacement parts. Specifically, I've been wanting to purchase replacement auger paddles for four years to no avail. The rubber paddles eventually wear out because they scrape the driveway hundreds of times a minute as the auger rotates to capture the snow and throw it. As the rubber paddles wear down, the steel auger they are attached to starts to come into contact with the driveway. The steel auger is now scraping the driveway hundreds of times a minute, and that causes damage to the driveway. Snow Joe never listed the replacement rubber paddles on their replacement parts website, but they did list the entire steel auger assembly (which comes with the paddles installed). That would be great if they had any to sell. They listed the auger assembly for sale for about three years but reflected it was "pending" or "back ordered" or words to that effect. FOR THREE YEARS!!! During this past year, Snow Joe totally removed the auger assembly from their site. Over the past four years, I have called the **************** repeatedly -- that is when they answer their phone (which is not reliable) and I have written them numerous email messages. Sometimes I've received a nonsense response that doesn't answer my question (How do we order parts; when do they anticipate having replacements on hand to sell?, Sometimes they don't respond at all. This has been on-going for four years. If they have parts to sell new snow blowers, they should be able to obtain replacement parts, too. The bottom line is their customer service is in name only, and because the parts will wear out, there is a demand for replacement parts. Snow Joe's failure to support their customers from that perspective deserves the low rating the BBB has given them.

  Business Response

  Date: 10/24/2024

  Hello ******,

  Thank you for reaching out and sharing the concern regarding the auger part pertaining to the Snow Joe SJ627E snowblower. We sincerely apologize for the inconvenience you've experienced in trying to obtain the replacement part.  We understand how frustrating it can be when essential parts are not readily available. While we strive to offer continued support for all our products, there are times when certain replacement parts may become limited or unavailable due to manufacturing and supply chain constraints. We are gradually restocking our inventory and I'm pleased to inform you that the auger paddles for the SJ627E are among the parts currently on order. Once they are replenished, they will be available for purchase on our website. We recommend checking the site periodically as it will reflect the updated availability as soon as the parts are back in stock. We appreciate your understanding and patience through this process.  

  Thank you

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 10/24/2024

  
  Complaint: 22467420
  
  I am rejecting this response because:
  it is the same response (I referred to it as nonsense in my complaint), almost verbatim, that they've been providing for the past four years!  I would accept their response if it weren't the same as we (their customers) have been subjected to for such a long time.

  I don't know much about supply chain management, but it is hard to believe the  company that assembles these snowblowers in ***** for Snow Joe can get a supply flow of rubber paddles to feed their production/assembly lines, but over the course of four years appears to have no ability to get replacement parts to sell to consumers who have spent hundreds of dollars to purchase the main product. 

  Winter will be upon us in a few weeks, and my experience over the past four years of getting this response from the company, suggests another season will come and go and Snow Joe will still be providing customers the same "just be patient" response. 

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

  Business Response

  Date: 10/30/2024

  Hello ******,

  We understand how frustrating it can be not to receive a needed part on time, and we sincerely apologize for the inconvenience this has caused. Due to unexpected circumstances, we are still in the process of securing this part and are doing everything we can to expedite it.
  To thank you for your patience and understanding during this delay, we would be pleased to send the part to you free of charge as soon as it becomes available. We truly appreciate your patience and understanding, and were committed to resolving this for you as quickly as possible.  As mentioned before we are gradually restocking our inventory and the auger paddles for the SJ627E are among the parts currently on order.

  Thank you 

  Customer Service Team

  Shop ***

• Initial Complaint

  Date:10/10/2024

  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.

  early September trying to get refund or a replacement customer service just one run around after another

  Business Response

  Date: 10/11/2024

  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: 10/21/2024

  
  Complaint: 22401936
  
  I am rejecting this response because:
  
  Email NOT FOUND
  
  Regards,
  
  **** *****

  Business Response

  Date: 10/24/2024

  Hello ****,

  Thank you for bring this to our attention.  Upon reviewing your account, I see that our team lead, *********, has been in touch with you to assist in resolving this issue. We sincerely apologize for any inconvenience you may have experienced and want to assure you that we are fully committed to addressing your concerns and ensuring your satisfaction.  

  Thank you

  Customer Service Team

  Shop Je

• Initial Complaint

  Date:09/23/2024

  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 a snow blower from this business. The blower works well but I have a defective mid handle connecter/ lock and it needs to be replaced. I have been writing them for over a year and response is part is out of stock and in high demand. I also offered to pay for part so my blower works.

  Business Response

  Date: 09/24/2024

  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 *********************** Lead, Kleber, at ********************************************.

  Thank you
  Customer Service Team
  Shop ***

  Customer Answer

  Date: 09/25/2024

  I tried to upload 2 photos and your website did not accept so I sent it directly to SnowJoe . They were just a photograph I can not make them any smaller. The picture was of the failed part. Front view and side view. 
  
  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:09/12/2024

  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 have been told at least 4 times now that a manager or supervisor will be calling me back within 24 / 48 hrs and I have NEVER heard from anyone.

  Business Response

  Date: 09/13/2024

  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 *********************** Lead, Kleber, at ********************************************.

  Thank you
  Customer Service Team
  Shop Joe 

• Initial Complaint

  Date:09/06/2024

  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.

  My garden cultivator by Sun Joe Model TJ599E which was purchased in 2021 broke. A blade fell off while I was using it. I am glad that it didnt injure me. I called the company and there are no replacement parts. I also wanted to report this as a safety concern. Why doesnt a company have replacement parts for fairly new items? Is there a law that covers this ?

  Business Response

  Date: 09/09/2024

  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 *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***

  Customer Answer

  Date: 09/20/2024

  
  Complaint: 22251644
  
  I am rejecting this response because:
  
   No, this issue has NOT been solved. This company did not have the part
  for an item that was purchased and broke. Its not under warranty, but Ive
  only used this garden cultivator twice. All I wanted was to purchase the
  part that broke. This company offered a warranty for an extra year IF I
  purchased a new unit. Why would I do this ? This company has failed me. If I
  made another purchase, which I refuse to do because I have no confidence
  that a new unit wouldnt just break and there would not be parts to
  purchase.
  I am still unsatisfied and will be very vocal on social media and other
  platforms. Companies like this one should not be able to operate this way.
  Replicable companies have spare parts for purchase or they stand by their
  items even beyond warranty and help consumers. Not this company. What can I
  do? I would like this question answered.
  Thanks,
  **************************************
  ******************
  ********, NY 12528
  **************
  
  Regards,
  
  **************************************

  Business Response

  Date: 09/24/2024

  Hello *****,

  Thank you for bringing this matter to our attention. We apologize for the inconvenience caused by the unavailability of the part you require and for any frustration due to your unit being out of warranty. 

  We understand that the part you need is currently out of stock. While we strive to maintain inventory for all necessary components, unexpected supply chain challenges have delayed restocking. We are actively working to resolve this, but at this time, we do not have an exact restock date. 

  However, as a gesture of goodwill and to ensure your satisfaction, we would be happy to have the part shipped for free one it becomes available or offer a 1 year extended warranty on a new purchase of a Sun Joe tiller from ***********.  We value your business and appreciate your understanding in this situation.

  Thank you

  Customer Service Team

  Shop ***
  
  

• Initial Complaint

  Date:09/04/2024

  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 received a SunJoe Power washer SPX205E-XT as a gift in Dec 2023. I used it for the first time in July 24. I was able to use it for about ***** minutes then it quit working. I thought maybe it over heated and I would just wait. So, it was 2 weeks, and I tried to use it again and nothing, it did not work. I have emailed the company 4 different times with no response. This product has a 2-year warranty, and I would like to have a replacement. I have registered and I am not able to do anything with this account. If this is the type of business and products that they use then I will make sure that I tell everyone not to buy their products. I understand sometimes you just have a lemon but getting no response is unacceptable.

  Business Response

  Date: 09/05/2024

  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 *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:09/02/2024

  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.

  bought aquajoe 75' fiber jacket hose model#ajfjh75-xt1 from big box store that carries sunjoe products. hose was used about 10 minutes before leaking in middle of hose. paid about 29 bucks for hose. store where purchased was 30 miles from me so l bought a hose splice to repair it. that lasted about a day and another leak showed up in a different part of hose. repaired it and started using it when a third leak appeared. loved the light weight of hose and wished it would have held up however after looking at the inside white thin rubber hose inside the sheath it was obvious this hose light weight use at minimum and would never last. contacted company sunjoe and heard nothing. will never purchase from them again.

  Business Response

  Date: 09/03/2024

  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 *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***