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:09/02/2024

  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 the Sun Joe MJ401C in July 2021 and it died under warranty. I called the company for a replacement and was told that this model was out of stock. I was offered a corded mower as a temporary replacement until the model I originally purchased was available again. I agreed to this arrangement though it ended up costing more money as I had to purchase a $50 extension cord in order to use the stand-in corded mower. I asked them to provide the cord, but was told it was not part of the arrangement, which was not originally disclosed. When I asked them to provide the cord anyway, I was told a $50 cord did not meet their shipping minimum, so I needed to purchase the cord on my own. I should not have been asked to spend additional money on a machine that was merely a stand-in until the original machine I purchased became available.A year later, I received an email that the MJ401C was back in stock, so I contacted the company to ask how I could send back the corded mower in exchange for the model I originally purchased, as we had agreed upon last summer.I provided the original documentation, showing that my original mower was under warranty when it died.Since June, I have had several email exchanges with the company in which I outline the agreement described above and, in return, have twice received the same form email that states that the corded mower I was sent does not extend the warranty on the original machine. I have explained that I am not contesting that and wish to have the original agreement honored. It is now September. They have not responded to my emails since June 20th. I have emailed them twice since then asking them to honor my agreement.I have not called as I want my exchanges with the company in writing.I would just like the company to honor the original agreement or, at this point, refund my money for the original machine.

  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 ***

  Customer Answer

  Date: 09/11/2024

  [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:08/29/2024

  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 an electric lawn mower with a two year warranty. After a little over a year it stopped working. The company is saying the model I purchased is out of stock and trying to give me a different model. The one I purchased had a removable battery, which was a very specific need. The one they are offering has a built-in battery, which will not work for me. The are only offering this or a store credit. However, everything they have in stock with a removable battery is significantly higher priced, as most items are out of stock. Apparently this is a very common complaint with this company. I am basically expected to accept something I don't want or to use credit and more money to buy something else. I don't feel that this is sufficient.

  Business Response

  Date: 08/30/2024

  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: 08/30/2024

  
  Complaint: 22213510
  
  I am rejecting this response because:
  
  They are saying they will have someone contact me, but I have been in contact with the company for over a week. If they do actually contact me and make things right, I will accept the response. 
  
  Regards,
  
  *******************

  Business Response

  Date: 09/03/2024

  Hello *****,

  We appreciate you for bringing this to our attention. After reviewing your account in our system, I see that *********, one of our Team Leads, has been assisting you with this matter. It appears he has offered a few options: replacing the unit with the upgraded 24V-X2-17LM model or providing a store credit to assist with the manufacturer's warranty.

  Thank you

  Customer Service Team

  Shop Joe 

• Initial Complaint

  Date:08/25/2024

  Type:Sales and Advertising 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.

  My problem is with the Sun Joe corporation. We purchased a Sun Joe's SPX 3000 Xtrem pressure washer. We only used the pressure washer two times before it broke. Sun Joe refused to honor the two year warranty because they said the warranty is invalidated since the part is not available to fix their product. The pressure washer had very cheap plastic pieces inside the power washer. Sun Joe had to know that this part would not work with the pressure this product used. This is poor design and manufacturering to use a cheap piece of plastic to attach the water supply hose. It broke the third time we tried to use it. Pressure washers must have a water source (a hose) to be used. The Sun Joe company will not or cannot provide the replacement part. Sun Joe then voids their own warranty if they do not stock the part to make the repair. This sounds like a scam. If Sun Joe company does not have a replacement part they invalidate their own warranty? Sun Joe should immediately replace our power washer. Buyer beware of making a purchase of anything manufactured by this company.

  Business Response

  Date: 08/27/2024

  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:08/23/2024

  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.

  Spx3000 Sunjoe pressure washer. A year ago the two soap dispensors were crushed and destroyed. I have been trying to buy replacements from Sunjoe for a year now and none are ever in stock. I spoke with a representative on Messeger today and was first told to wait 4 to 6 weeks and check back, but after 20 minutes I was finally told there are no plans to manufacture anymore soap tanks at this time. I didn't register the product and I don't have the receipt, but I don't know that would help here anyway. My complaint is that there are new spx3000 units still being sold and you cannot depend on this company to get replacement parts for their products.

  Business Response

  Date: 08/27/2024

  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: 09/16/2024

  
  Complaint: 22185495
  
  I am rejecting this response because:
  
  I had been corresponding with Snowjoe and waiting for their reply When you closed out my complaint. They were considering sending me a now unit and refunding the money I spent on parts that didn't fit. Now that you closed the complaint they quit corresponding. I want this complaint reopened.
  
  Regards,
  
  ***** ***

  Business Response

  Date: 09/18/2024

  Hello *****, 

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced. I want to clarify that we have not closed your complaint. Upon reviewing your account, I can confirm that one of our team leads has been actively involved in addressing this issue. They are working closely with you to ensure that we reach a resolution that meets your expectations. We take your concerns seriously, and our goal is to ensure your satisfaction throughout this process. Were here to help and appreciate your continued patience and understanding.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  Date:08/21/2024

  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.

  Regarding existing support ticket (#******) there are more support tickets due to the length of trying to get help with this process but this is the most recent one.I have been trying to get assistance for almost 2 months, being run around in circles by support, with some of my emails getting ignored and others being answered but with unhelpful responses. I've also called countless times only to give the same information, then being told what I need to resolve the issue without them honoring their part and sending me the replacement parts.In early July I contacted Shop *** (Snow Joe LLC) regarding a Sun Joe SPX3160 pressure washer that I received within the warranty period. Within the 4th use of the product there was a warranty failure within the "trigger gun" and high pressure hose meet. I can't achieve pressure and water just leaks out of the trigger gun. After multiple phone calls and emails, they sent me the wrong parts pack to fix the issue.After MORE calls and emails, after being promised to fix the issue under warranty claim, I'm left almost 2 months later being told that the replacement items are out of stock with no clear restocking date. When I attempted to get an update I got no response.It is unreasonable to offer a warranty and make customers jump through this many hoops without being able to send replacement parts or replace the full kit within a reasonable amount of time.I am tired of waiting and being ghosted and if the replacement parts aren't in stock I am requesting a supervisor contact me and just ship out a brand new kit/item, that has all the parts included. It's currently in stock even if the parts aren't: **************************************************************************** If that pressure washer isn't available, please swap it for one of equal or greater value.Please contact me as soon as possible since it has already been quite some time.*******************

  Business Response

  Date: 09/03/2024

  Hello *******,

  We appreciate you bringing this to our attention. After reviewing your account in our system, I see that *********, one of our Team Leads, has been assisting you with this matter.  A new replacement unit has been processed and shipped though ***** with tracking number 409585331395.  ********* on ***** website it states that it was delivered on 08/26/24. 

  Thank you

  Customer Service Team

  Shop Joe 

  Customer Answer

  Date: 09/03/2024

  [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:08/11/2024

  Type:Order 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.

  Family member purchased a garden chemical sprayer and gifted to me. After opening and filling with chemicals, I realized the spraying wand handle was cracked and defective. Reached out to Sun Joe/ Sniw *** support, sent original invoice and received no response. Followed up with many emails. No response.

  Business Response

  Date: 08/12/2024

  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:08/07/2024

  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.

  Purchased a cordless patio cleaner from Snow Joe on 6/13/23. Order # SJ91654 with a 2 year warranty. Contacted the company on 5/12/24 to report the product was no longer working. They agreed to send us a replacement and confirmed it with an email which i have. We were then told we had to wait 6 to 8 weeks for a shipping label to return unit. No amount of discussion answered why but we finally receiver the shipping label on 6/28/24. The defective unit was received by them on 7/8/24. I contacted them on 8/2/24 to see when i can expect to receive the replacement only to be told it is out of stock and to check back in 4 to 6 weeks to see if it is in stock. This item is never in stock. We had to wait 4 to 6 weeks after purchase to receive item and have checked their site periodically since purchase and it has never been in stock nor is any other of their merchandise ever in stock. Their MO seems to be to wear you down by making you wait. They have told us the warranty is good and there is no reason to not replace the broken item but i believe we have waited long enough.

  Business Response

  Date: 08/08/2024

  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:08/06/2024

  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 purchased a lawnmower from this company in October 2022. The lawnmower is constructed of all plastic parts except for the motor and its cutting blade. The plastic wheels came off the rod of the lawnmower and I contacted the company about a replacement part in April 2024. The part was still considered under warranty plus I purchased an extended warranty to cover parts when the original warranty expired. The company continued to tell me that the parts were not in stock, then in July 2024 they told me that the part wasn't covered by warranty. How could this be when the original warranty hasn't expired and the extended warranty would kick in. I requested a refund of $20.67. The lawnmower can not function without the wheels attached therefore is renders the lawnmower useless. I should receive a full refund for the lawnmower since it was still under warranty and the product is found to be defective.

  Business Response

  Date: 08/07/2024

  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: 08/13/2024

  [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.

   

  I received an email from the companys supervisor and she said that she will send me a new lawnmower when it comes in stock. I will be happy to receive a replacement lawnmower, but based on the communication I have had with this company the last 4 months , I am sad to say that this is one of their tactics to get the consumer to become frustrated and give up. If I dont receive a replacement in ***** days I will contact BBB again to let you know that they lied. Thanks  
  
  Regards,
  
  ******* Rome

• Initial Complaint

  Date:08/06/2024

  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.

  Have several products from Sunjoe.still under warranty. Cant contact my acct. Says email wrong- says sending reset code . But never get it. Called but never get return call. Ended up dumping lawnmower because couldn't get my warranty acct. Fast to take my money- But non existent when it comes time to honor their obligations

  Business Response

  Date: 08/06/2024

  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: 08/06/2024

  [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:08/04/2024

  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 am writing to formally lodge another complaint against Sun Joe regarding their unethical and negligent handling of a critical safety issue with their product and their failure to provide a replacement lawn mower or comparable alternative within a reasonable timeframe.I purchased a lawn mower from Sun Joe that has a severe defect where the blade flies off during operation, posing a significant risk of injury or death to me and my dog. Despite this serious safety concern, Sun Joe has repeatedly failed to provide me with an estimated timeframe for the replacement mower they promised. This lack of response has left me with no option but to continue using this fatal machine.Sun Joe offered me a refund in the form of store credit. However, all items on their website are unavailable. When I asked them to show me comparable in-stock options, they refused to assist, continuing their pattern of negligent behavior.Sun Joe's warranties are useless and a joke. They cannot replace or repair any of their products, rendering their warranties meaningless. Their abhorrent and unethical conduct, combined with their refusal to provide essential information about the replacement, has left me frustrated and concerned for my safety using any of their numerous products which I own. I demand that Sun Joe provide a clear and definitive timeframe for when I will receive the promised replacement lawn mower. Their current handling of the situation is unacceptable and places consumers at serious risk and out thousands of dollars.

  Business Response

  Date: 08/20/2024

  Hello ******,

  We sincerely apologize for any inconvenience you've experienced. After reviewing your account, I can confirm that a replacement unit is currently being processed for shipment. The order number is SJWTY00488690. Once the order has shipped, you will receive a tracking number via email.

  Thank you

  Customer Service Team

  Shop Joe