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:07/31/2024

  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 the Sun Joe SPX3000 2030 PSI 1.76 GPM Electric Pressure Washer 14.5-Amp for CAD$2**.79 through Amazon on May 29, 2021. We have used the pressure washer only three times, but it has worked well. I called customer service on July 25, 2024 and spoke to a customer service representative because the high pressure hose will not connect to the machine. I tested the hose connections, and the problem is with the high pressure washer outlet (part #**) on the machine itself. I was given a ticket number and asked to send a video of the problem to ***************** which I did, only to find out that the email would not be accepted. I tried phoning the customer service line multiple times since, to receive a call back later message. I found another email address online ********************************* but have not received a response. While on the first call I felt that Sun Joe was going to help resolve the issue with the poor quality of the product, I soon realized that the company was going to make it challenging to proceed.

  Business Response

  Date: 08/01/2024

  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: 08/02/2024

  
  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. Thank you so much for your help!
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/28/2024

  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.

  purchased 8 13 2023 and having a 2 year warranty my sprinkler failed in May of 2024 contacted Aqua Joe at this time and MANY times after and again this past week the keep telling me they need a copy of my invoice which I have sent them 4 times now, The last girl that I talked with told me I didn't Buy the unit from one of their authorized dealers which how would i know that when I did buy it from a very reputable produce market in our community, and it does not say anything on the box stating anything about making sure I buy it from an authorized dealer, t only says in big bold print 2 year warranty.I might note this market has now stopped selling them because of so many problems.Thank You in advance for solving this problem after so many months *******

  Business Response

  Date: 07/29/2024

  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: 07/29/2024

  
  Complaint: 22056319
  
  I am rejecting this response because: 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. 

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

  Business Response

  Date: 07/31/2024

  Hello *******,

  Thank you for bringing this to my attention.  I will ensure that a Team lead calls you within 24 business hours to take care of this matter immediately.

  Thank you

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 08/01/2024

  
  Complaint: 22056319
  
  I am rejecting this response because:
  I did have a call from a representative saying they were going to resolve this complaint but that was all and have not heard anything more,I talked with **** for quite sometime, he stated he would send me a new unit but with no warranty, I don't understand that but I guess they still don't want to stand behind there product.
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 08/02/2024

  Hello *******,

  After reviewing your account, I see that Team Lead ********* has already assisted with this matter. A warranty order has been created for a new replacement Aqua Joe AJ-OSPR20 Mini Gear-Driven Oscillating Sprinkler on Sled Base. This order has been processed and shipped via **** with tracking number is 92346903467495300000206314.

  Thank you

  Customer Service Team

  Shop Joe 

• Initial Complaint

  Date:07/22/2024

  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.

  Purchased a Sun Joe chain saw from HSN in May 2024. I require a replacement chain from Sun Joe for the saw. No other resources sell the replacement chain but SunJoe. I have emailed the company 5 times since purchase and they constantly say the replacement chain is not available. The company is selling products will no available replacement parts. The part has to be replaced since it wears due to use. SunJoe STILL sells the saw on HSN with new saw and chain. Consumers who purchase the saw are unaware replacement chains are not available. False advertising to be sure.

  Business Response

  Date: 07/23/2024

  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:07/21/2024

  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.

  Failure to provide acceptable warranty service for defective product.

  Business Response

  Date: 07/22/2024

  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 Senior Customer Service Lead, ******* ** ****************************

  Thank you
  Customer Service Team
  Shop Joe

• Initial Complaint

  Date:07/20/2024

  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.

  FIBERJACKET HOSE - AJFJH50-PRO I registered this hose after purchasing this from *********** The hose was weak and sprung a hole within a few uses. I sent customer service photos and a detailed description of the issue. I received a response asking a few questions on how I used it. I responded, then nothing from SnowJoe. I would have never bought this hose if the bold 2 year warrenty was not attached to it when purchasing it. There were better known brands along side of this for a similar price. I want the hose replaced or refunded. I am tired of chasing this company around to do the right thing. Stop making it so difficult for your customers to get what they deserve.

  Business Response

  Date: 07/22/2024

  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: 07/28/2024

  
  Complaint: 22019784
  
  I am rejecting this response because: No response by the snowjoe customer service team as indicated in the ******************** response. 
  I also sent another email. 
  
  
  
  Regards,
  
  ************

• Initial Complaint

  Date:07/13/2024

  Type:Sales and Advertising 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 100 ft Aqua ******************* Hose about a year ago (May 15, 2023) and immediately registered the product online with Aqua ***/ Shop ***. The warranty is valid for 2 years and shows as valid until August 2025 in my account. a few weeks ago i had to file a warranty claim as the hose started leaking about 5 feet from the connector. I provided photos, answered multiple sets of questions and their response time was only a couple days. But after I submitted the final set of answers, I haven't heard anything for 2 weeks. I did follow up multiple times asking for the status of my claim. Finally I got a response, but the agent offered me help to register my product? Excuse me? All this in their ZenDesk paper trail under the same ticket ID! This is a stalling tactic. They refuse to stick to their warranty by ghosting my follow **** This is bad business practice. They offer 2 years of warranty. They need to send me a new hose since the one I bought a year ago is leaking.

  Business Response

  Date: 07/16/2024

  Hello *****,

  We apologize for any inconvenience you have experienced. After thoroughly reviewing your account, I can confirm that a new replacement hose has been requested on your behalf. This replacement will be shipped under the new order number SJWTY00486332.  We understand how important it is to have your equipment in working order, and we are committed to ensuring you receive the replacement as quickly as possible.

  Thank you

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 07/17/2024

  
  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:07/12/2024

  Type:Sales and Advertising 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.

  Ive made 4 requests to SunJoe about replacing a warrentied defective product I bought (lawn trimmer) starting 6-1-24. Only to be met with a horrendous customer agent. Not only did the agent show ZERO interest in following through and processing my warranty claim, theyve now ceased any responses. Leaving me with no communication, or fulfillment of their warranty, for SIX weeks. I was originally advised my specific product was unavailable and was offered a model close to my product. I responded Id rather have the product I bought, but reluctantly agreed to the alternative model. Ive received No replacement of my original model or the offered the model, no communication, no responses , no nothing. For reference, SunJoe provided me a complaint reference of ***** to address their product failure and the warranty resolution. I have repeatedly requested a response. With ZERO response. I just checked the original receipts that I had forwarded to SunJoe 6-1-24 , a company called Zendesk is advising SunJoe is no longer using their platform.!.! Did I just get taken?? I want an apology and an expedited delivery of my covered product (it is currently,and HAS,been widely available since filing for my warranty replacement.

  Business Response

  Date: 07/12/2024

  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 Joe 

  Customer Answer

  Date: 07/13/2024

  
  Complaint: 21978908
  
  I am rejecting this response because:
  
  
  No one contacted me in the 24hr period promised. Disturbing I need to continue to chase this company down. Rest assured I will get my replacement 
  Regards,
  
  ***********************

  Business Response

  Date: 07/16/2024

  Hello ****,

  I am sorry to hear that no one has contacted you.  I will ensure that our *********************** Lead, Kleber, contacts you today and rectify this matter immediately. 

  Thank you

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 07/16/2024

  [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 the resolution offered is unsatisfactory, however, necessary to accept in order to receive my warranty replacement. 11 weeks to fulfill a warranty is an unpleasant experience that I will not entertain again. Ill simply stop buying from this company. Thank you for your help in getting the company to respond.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/10/2024

  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 purchased several items from Snow Joe and was very satisfied with their products. My trouble started when I tried to contact the company about an issue I was having with a battery. I called their service number June 6,2024 and after 15 minutes on hold a message came on and said no one is available at this time and to try again later. I was disconnected. I then went to their website and found their service department. I emailed my issue and wanted them to call me back as I felt this was something that could be resolved in five minutes. Shop *** responded with the first email on June 10,2024.They had me check battery leds and charging indication. I replied right away with what they asked for and again stated that this could be solved easily if someone contacted me directly !Three days later I got another email asking for model numbers. Again I sent what was asked for as well as another request for a tech to call me . I received another email on the 17th saying that a hard reset of the device could solve the problem. They sent diagrams of how to do this, however the device was not the same as what I have. At this point I was completely frustrated. I sent a reply telling them that they are not understanding what the issue is and they need to contact me. The next day they sent another email asking for purchase dates for warranty coverage. I sent all receipts and warranty slips.On June 24 they sent an email saying that even though they stand behind their product my item is not covered because it was purchased from an unauthorized retailer. They continued saying that I should contact the retailer for support and guidance on THEIR product.This is ridiculous to me. Why didnt they tell me this when I registered my devices for warranty? I would have returned all the products right then. A new battery would have solved this. I just want to let the public know to be aware of SunJoes ***************** and misleading warranty. Sunjoe and retailer are both at fault here!!

  Business Response

  Date: 07/11/2024

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

  Thank you
  Customer Service Team
  Shop Joe 

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21970735
  
  I am rejecting this response because:
  Sun Joe will not send a new battery until I prove to them that I have disposed  of the defective battery? When I receive the new battery and test it, I will close the case with the B.B.B.
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:07/09/2024

  Type:Delivery 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.

  Received Sunjoe Blower with battery and charger today. Everything works but the quick battery charger was damaged with contacts bent and missing. Would like it replaced but after 3 hours on my computer and one hour calling help line number was put on hold 3 times with no answer. I like so *** products but At 82 years of age have no way of finding a way to exchange the battery charger

  Business Response

  Date: 07/11/2024

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

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  Date:07/09/2024

  Type:Order 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.

  Approximately two years ago I purchased a Sun Joe power washer. After some use the machine failed. I contacted Sun Joe and they were kind enough to replace it with another machine even though the warranty had expired. My problem is that the replacement machine they sent me does not work.When I contacted their customer service requesting them to send me a working machine they refused.I have written to ************** about this problem but to date I have had no response. Can you please help me with this matter?

  Business Response

  Date: 07/11/2024

  Hello *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced with your new replacement Sun Joe power washer.  We appreciate your acknowledgment of the initial replacement provided outside of the warranty period. As you mentioned, the manufacturer's standard warranty covers a period of two years from the date of purchase. Unfortunately, the new replacement unit you received falls outside the standard manufacturer's warranty period.  However, we encourage you to contact the manufacturer so that a customer representative can conduct a trouble shooting on the unit. We appreciate your understanding.

  Thank you

  Customer Service Team

  Shop ***

  Customer Answer

  Date: 07/11/2024

  
  Complaint: 21963293
  
  I am rejecting this response because:
  

  I am confused. Below is an email sent to me yesterday by their customer service representative, indicating that they can replace the unit. 

   

  We understand your situation. Please be advised that the replacement item doesn't come with its own warranty coverage; it is based on the original date of purchase. However, we can proceed with replacing your unit as a one-time courtesy, given that you have been offered this before.

   

  Now, they are responding to you indicating that I have to contact the manufacturer. Please contact them and find out what is going on.

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

  Business Response

  Date: 07/16/2024

  Hello *****,

  Thank you for bringing this matter to my attention. After reviewing your account, I see that we are willing to replace your faulty unit as a one-time courtesy. Our customer service representative has requested that you verify your shipping address via email so that we can process and ship the warranty replacement unit.  Please understand that this replacement unit will not come with a new warranty, as this is a one-time courtesy.

  Thank you

  Customer Service Team

  Shop ***