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Business Profile

Hand Tools

Bernzomatic, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hand Tools.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/27/2025

    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.
    The plastic knob to turn on the propane to use the *********** ****** torch broke apart The company advertises a Lifetime Limited Warranty When I sent pictures to the customer service dept for a replacement this was the response
    bob,

    Thank you for being a Bernzomatic customer. We do not sell replacement parts due to safety and liability reasons.

    I apologize for any inconvenience this may cause, and we appreciate your understanding of our commitment to safety.

    Please let me know if you have any other questions, and thanks for choosing Bernzomatic. 

    Business Response

    Date: 05/28/2025

    Our limited lifetime warranty does not apply to products that have been damaged due to improper maintenance, accidents, misuse, or failure resulting from normal wear and tear. Regarding replacement parts, our torches are designed and sold as fully assembled units and are not intended to be disassembled or modified.  Because propane is a highly combustible and potentially dangerous fuel, the safe use of hand torches requires proper handling and maintenance. For this reason, we do not provide replacement parts or support disassembly, as doing so may compromise the product's integrity and safety. We maintain strict safety standards and cannot guarantee that any reassembly would meet those standards. 
  • Initial Complaint

    Date:12/29/2024

    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 bought a torch of there's and when it stopped working I submitted a warranty claim within the warranty period on their website. It's been a year and they haven't responded. I would like my torch repaired or replaced by them.

    Business Response

    Date: 01/24/2025

    I addressed this
    customer’s concern on Tuesday 12/31/2024 8:20AM and issued them an RGA to return the torch to
    **** ***** to exchange for new torch. It has been a month since this interaction, not a year, and I
    responded to the customer within 24 hours. 

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