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Business Profile

Industrial Supplies

Hilti North America (Corporate Office)

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Hilti North America (Corporate Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Hilti North America (Corporate Office) has 7 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:02/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 took my HILTI T3000 AVR for repair on November 2nd. Notification number is ********. They told me that within 3 weeks I should hear from them on what the issue was for the hammer and how they could fix it . More than a month passed and never heard from them. I called them around the first week of January and was told they had to look into it. That apparently the hammer was never sent to get it repaired. I then waited another week and nobody contacted me. I called again and was told the same exact thing . Today February 8th I called again and was told the exact same thing , that they will reach out to the repair department to check what was going on, she said the order looked like canceled but she would take a look at it. I cannot keep waiting for my hammer . It is more than a fair amount of time and I got no response from them . I dont know the status of it nor anything.

      Business Response

      Date: 02/03/2025

      Dear Mr. ****** and Better Business Bureau,
       
      Thank you for bringing this matter to our attention. We take customer feedback seriously, and we appreciate the opportunity to clarify the situation regarding this repair request.
       
      On November 2, Mr. ****** sent their tool in for repair, and they were informed that they would be contacted within three weeks regarding the status of the repair. Unfortunately, the tool was never scanned as received upon arrival at our repair center, resulting in the cancellation of the repair order.
       
      We acknowledge the delay in communication and understand the frustration this caused. Upon further review, we found that a ticket for a lost tool was created on February 14, and our team has since processed the replacement order for Mr. ******* We would like to assure you that the customer was not billed for the replacement tool.
       
      We sincerely apologize for the inconvenience this caused and appreciate Mr. ******* patience as we worked to resolve this issue.
       
      Thank you,
      Hilti, Inc

    • Initial Complaint

      Date:06/30/2023

      Type:Product Issues
      Status:
      Answered
      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 return the product a week later from the original date of purchase:: between April 10 and April 14::cant remember exactly:: when I return the product the person tell me :: they cant give my money back right there :: because they dont have cash : but you can see I pay cash :: I said ok ::and the next words from the manager:: cant remember names:she said I have to wait for my money between 4and 6 weeks ::I said ok :: is been already 11 weeks and I dont have my money back :: so today June 29 ::I when to the store:: I spoke with :: ************************* :about my refund ::I give to her my receipt and: she made a phone call ::and she ask me for my address and I tell her is already there on your system computer::also I tell her :: I going to report you guys company :: because is not right what you guys did to me::very rich company and dont give my refund : thanks for your help

      Business Response

      Date: 02/03/2025

      Dear Mr. ******** and Better Business Bureau,
       
      Thank you for bringing this matter to our attention. We take all customer concerns seriously and have reviewed the details provided in the complaint.
       
      Our records show that the customer visited our store on April 10, 2023, and requested a cash refund. The refund check was issued and subsequently cleared on April 21, 2023.
       
      We understand the customers frustration, but we can confirm that the refund was fully processed and paid within ********************************************************* inconvenience this may have caused. If the customer has not yet received the check, we would be happy to assist in verifying its delivery.
       
      We appreciate your understanding and hope this response resolves this matter.

      Sincerely,
      Hilti, Inc

    Hilti North America (Corporate Office) is NOT a BBB Accredited Business.

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