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:06/12/2025

  Type:Product 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.

  Have more detail in addition to this, and documentation for everything stated. The unit never worked correctly, and they never resolved that, even though they were given ample opportunity (just under a year). We'd go for periods of weeks or months of sending e-mail after e-mail or calling time after time for every issue and have finally returned the equipment using their RMA number and BOL, but they have disappeared again now that it is time to issue the refund. It has been about a month that they will not respond to us. Amount shown below for refund is invoiced amount of $7386.99 - $******* for previous refund 4/15/24 PO HF00005534 Issued 4/15/24 Invoiced for $7,386.99 for MDCTF52201, PDCTF52201-62HEPB, PDCTF5-FB48, LAGUNAHRE-V2, and shipping.4/17/24 Shipment arrived missing HEPA filters, filter bags, and remote.4/17/24 were told it filters were backordered, told 6 weeks 6/11/24 Between last and this, we tried to reach them for over a month and finally reached ******* C (Laguna) who opened case ****** 6/21/24 Relayed complaint from engineering that there is an issue with suction and backordered filters still not delivered, told 3-4 months for filters 7/19/24 Told filters would come 8/5 7/30/24 Confirmed again for 8/5 by **** S 8/20/24 Still no filter, requested status, told 9/15, requested refund on filters 8/22/24 Received ******* refund for filters 3/31/25 Requested return (engineering had been contacting constantly for almost a year about it not working properly)4/2/25 **** O (our engineering) called and got hung up on by **** S (Laguna), **** S stops responding to e-mails 4/7/25 ***** T (Laguna) agreed to have picked up for refund (multiple follow *** sent to ***** T with no response)5/9/25 ***** T schedules pickup for 5/12/25 and sends BOL 5/12/25 Machine was picked up 5/13/25 ***** T stated that return was received and processed for refund.Have tried to reach many times about refund since this, and they will not answer anymore

• Initial Complaint

  Date:04/22/2025

  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.

  My table saw broke and is needing a replacement part. I ordered a part directly from their website as they are the only company to stock their replacement parts. It has been over a week now with no response as to where the part is, and their customer service line is now ignoring my calls. They opened up a case with their parts department, but there is still radio silence on their end with no update. I run a wood working shop and cannot continue work until I receive this part. You should not have a website up if you are unable to stock your own parts. I now have a $2,000 machine that Im unable to use. I need this simple replacement part to ship ASAP!

• Initial Complaint

  Date:04/21/2025

  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.

  Bought the a Wood Lathe Lugnua 18/36 on November 1st 2024 with a 2 year warranty, around December started having a problem with the tail stock locking down to the base and having to take a hammer to release it, contacted Laguna several times talking with **** sent video of the problem was told that he would send me a new tail stock on March 24th called again on April 21st wondering what the delay was checking the notes the case was closed.

• Initial Complaint

  Date:01/28/2025

  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.

  The business reached out to me today. They are asking for more information to try to resolve the issue. I will keep you abreast of any progress that occurs.  

  Business Response

  Date: 02/12/2025

  This is a false claim. I responded to this prior. We have had 5 techs work with him and and after receiving this complaint I had an addition tech work with him. This is the message from the last tech.

  This customer was contacted, and the issue discussed thoroughly. I processed order SO355714 for some bushings and a belt for them to install and report back to me should the problem not be resolved by this course of action.
  
  The parts were delivered last week according to fed/ex, and I have not heard back from the customer. 
  
  It is the assessment of tech service that this matter is resolved,or the customer is no longer interested in continuing with their case 181677.
  
  I will update you should any more details surrounding this matter arise. As it stands, tech service considers this matter to be closed for now.
  
  
  
  Thank you,
  
  ****
  

  Customer Answer

  Date: 02/12/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/11/2023

  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.

  Date of purchase was incorrectly input in original complaint. We purchased a Bandit 5 edge banding machine from Laguna tools on 11/09/23 not 12/09/23 got. We want then to facilitate the return of the incorrect product to their shop and refund us our money for the machine, shipping and forklift rental expenses we had to incur for the shipment. They are not helping us and are now ignoring our emails and phone calls. This is a 60K machine that is sitting in our warehouse, and we do not want to be responsible for this product that we did not purchase. We need it returned and the sale cancelled, and all money refunded. Never once in all of the communication that we had with the company did they ever disclose that we wouldn't be getting what we were seeing online. They are claiming that he machines design had been changed for a lengthy period of time and that no one had ever updated the website. This is deceptive and false advertising and never were we made aware of any changes to the machine. The website still shows the incorrect machine on there as of today. They are still advertising a machine for sale that no longer exists as shown.

  Business Response

  Date: 12/28/2023

  The issue with this customer was already handled.  The machine was returned and we issued a refund.  While the machine is materially the same, the customer has been attempting to point out minor and even cosmetic aspects that were updated to the machine they purchased.  It is common for machinery components to be updated by the vendor base, and those changes are *** or *** not be reflected in brochures or online material.  In this instance, the overall performance of the machine the customer bought was materially consistent to the previous versions offered, however the customer did not agree with this.  For this reason, we accepted the return, and refunded in full.  We do not wish to further engage in disputes or opinions surrounding a machine that the customer changed their mind on, and decided not to keep.

  Customer Answer

  Date: 12/28/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/16/2023

  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 rejecting this response because:   Warranty repair was attempted and determined IMPOSSIBLE without instructions. Laguna's support for warranty repair was essentially "figure it out yourself because we are not going to help you". It is critical that consumers know that the company does not provide TRUE support for their tools. It is unethical to CLAIM warranty support when in fact ACTUAL support is not provided. It was only after I identified a design defect that should be a nationwide recall that Laguna agreed to refund the purchase cost. I agree the case should be closed, but only with the exceptions I have included above.

  Business Response

  Date: 11/17/2023

  We are sorry to hear that you've had issues with your equipment and that you've had an unsatisfactory experience.  Our records indicate that you've received a full refund and the equipment has been removed from your location.

  In reviewing the case notes from Oct 6 when a service ticket was generated, through Nov 2nd when the machine was picked up, it appears that parts were sent under warranty, but efforts to use those parts were not pursued.

  Addressing warranty concerns via replacement parts is an industry-standard approach to correcting problems with a machine.  These repairs generally do not require specialized tools, and in the event replacement parts do not cure an issue, we exchange machines, at our cost within warranty periods and under our warranty policy.

  It appears from our service tech records that you refused a warranty exchange, and instead opted for a refund, which we fully honored without hesitation.  We do not agree that you were treated unethically, however we are open to discussing this further to better understand your concerns.

   

   

  Business Response

  Date: 11/27/2023

  If you still believe your warranty claim has not been fulfilled, please contact the dealer that you originally purchased your Laguna product.  Our records show the product was returned, and you've been refunded.   

  Regarding your warranty repair concerns, we believe there may be a disconnect.  Our records indicate we provided you detailed instructions and photos on Oct 9th - see attached. ************** provided you these instructions and photos in advance of sending the warranty replacement parts. 

  We reject your claims about being unethical or not providing "true" support.  Your claims are baseless and incorrect.  We also reject your claims that this product should be recalled.  There is no basis for for this claim.

  Again, we invite you to contact your dealer, or our customer service manager directly to further discuss your concerns.

   

  Customer Answer

  Date: 11/28/2023

  I am rejecting this response because:   These are instructions about how to remove the spool, not to disassemble the gearbox. The spool was stuck due to manufacturing defects of filling the shaft with anti-corrosion grease that hardens. You still have the safety issues with the design that I now believe I will address with OSHA and CPSC.