Business Profile

Hardware and Tools

Mills Fleet Farm

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Mills Fleet Farm's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

45 total complaints in the last 3 years.
8 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.

Initial Complaint
Date:02/21/2024
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.
I bought a Husqvarna chain saw at Fleet Farm at 11 am on February 21 at store 1200. the lady asked me if I wanted to purchase extended warranty, I asked her how long the Store warrantied it for, she said 90 days, I told her I think 90 day's is a good idea if it's going to work or not, and she agreed. I came home, put gas in it and bar oil and while cutting tree branches it quit at 12:30 Pm . (I bought pre-mixed gas with the saw 50/1 mix as box stated) and would not restart, I went back to the store and the manager say's sorry, but all our sales are final, buyer beware. He then asked me to leave the store after asking him where he could show me anywhere in the store it states that and why did the lady tell me I had 90-day store warranty? He then told me I was no longer welcome in the store and he was calling the police. I called the **************** at 3:34 pm @ ************** and they gave me the same run around and stated that I should have bought it at a shop if I wanted one with a warranty. I spend over 20 k a year at that place, no way to treat a customer who has done business with this establishment for 40 years.
Business Response
Date: 03/11/2024
Hello ************. I believe you have spoken to a store manager and this issue has been resolved, or is in the process of resolution. We apologize for any confusion regarding this issue. We are reviewing our current policy about gas powered equipment. Thank you for being a Fleet Farm customer. GG
Initial Complaint
Date:11/27/2023
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.
11/1/2023 we had an appt to have two tires replaced. We were told they were short staffed, a tech had called in, but they would get to it asap. The job was completed and after the fact we were told there was a bad lug nut that would need to be replaced. 11/7/2023 we had put less than 100 miles on the new tires and noticed one of the new ones to be very low. It was at 12psi and should have been 32! We were about to get on the interstate, that could have killed us. We went back to fleet farm to have them repair. No problem, 30 minutes they said. After an hour we were informed they couldn't get the tire off because of the bad lug nut. We were there FOUR HOURS before they could get it off. We were then charged for the labor it took for them to get the lug nut that THEY put on, off! I spoke with *****, the auto **** manager on an employees phone as he had left them, after hours, to deal with this. He told me that when HE put the lug nut back on 11/1, he didn't have time to speak with us about it and didn't want to take the risk of us leaving with only four lug nuts. However we left 11/7 with only four lug nuts and ***** stated that he spoke with my husband about what we used the vehicle for and then felt comfortable doing so. If he had taken 3 minutes to discuss it the week prior, we wouldn't be in this situation. I was told by two different techs AND by ***** that four lug nuts was NOT a safety issue, however ***** reiterated that he didn't want to take the risk and liability. I asked what liability there was if it wasn't a safety issue. Due to his negligence to have a 3 minute conversation with me, we could have been seriously injured and then had to pay for it! He then told me he couldn't speak about it any longer as he had medical appts and had already missed one "dealing with this". This is my FIFTH attempt to resolve this with no one replying to me. I will be disputing this with my cc company as well. You may very well have lost a very good customer!
Business Response
Date: 11/28/2023
******************, can you please tell me what Fleet Farm Auto Center you were at so I can look into this issue. FF
Customer Answer
Date: 11/29/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This was at the ********, ** store. I called and spoke to the store manager the next day and was told my message would be relayed to ***, the district manager, as he informed me that he did not oversee the auto-manager. After two days, I called back to the store and he was not in that day so a message was left with ********. She informed me that the message that I was following up along with my phone number was left on the top of his desk. After a few days of no contact, I filled out the survey form included on my receipt. After a few more days, I contacted corporate through the contact form on the website. I have heard nothing. There is A LOT more that I was not able to place in the initial complaint that is important to know as there is a character limit to the initial complaint. I am happy to type out and provide the full story.
Regards,

***********************
Business Response
Date: 11/30/2023
************* We reached out to the Fleet Farm ******** Auto Center and they advised that this issue was resolved with ************ and you were given a discount. According to the Auto Center Manager everything was taken care of and ************ was satisfied. Please reach out if this is not the case. Thank you, FF
Customer Answer
Date: 11/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is ABSOLUTELY NOT the case! We were TOLD in passing that we were being charged for labor. The slip we signed when we dropped off the car stated $0. We did not sign anything agreeing to payment. Once we were TOLD we were being charged, the auto **** manager left. The **** manager did not even have a full conversation with us, he was stating something in passing and then LEFT. We agreed to nothing!

Regards,

***********************
Business Response
Date: 12/12/2023
Hello ************* I believe you have been in contact with the store and have now found resolution. Thank you for your understanding in this regard, and for being a Fleet Farm customer. FF
Customer Answer
Date: 12/13/2023
[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:11/16/2023
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 had tires put on my 2012 ram **** back in January. I have been trying to get the tires rotated since the middle of September. And every time I set up an appointment they call the day before and cancel because they don't have a tech or so bull s*** So finally after they cancelled for the 8th time on November 7. I finally had enough and on November 11 I tried to rotate the tires my self to find out I couldn't get 24 of the 32 lug nuts off. So I had to take a die grinder and carefully grind the nuts in half so I wouldn't **** my rims. I set these invoices to **** A at the ******** store and he said they would not cover it. But the truck only has **** miles since the tires were put on. And they noted on the work order that the lug nuts came off hard but never said anything to me. I would of had them replace the nuts so it didn't **** the studs like it did
Business Response
Date: 11/29/2023
Dear ******************, After researching this issue, this is what I found:

You had tires installed in January at the ********* Auto Center and purchased the tire rotation. When you wanted to have your tires rotated we had to cancel/reschedule 3 appointments you made as we went for some time with few to no technicians at this location. During your initial install in January we noted that the lug nuts came off hard, but as far as we can tell we had no issues getting them back on and torqueing them to spec.

Because of this it seems you ultimately decided to rotate your own tires and couldnt get the lug nuts off so you cut them off. We offered to refund the $120 you paid for the free rotations the time of the install, since we were unable to fulfill our end of the agreement by rotating the tires in a timely manner. You also asked about reimbursement for the $700 you spent on replacing the lug nuts and studs. You were told that without being able to see them we would have no way of knowing what the issue was or if it would have occurred at our Auto Center, or what occurred in the 10 months since we did the original work. I was told you were going to try and find the wheel studs you cut off and bring them to the Auto Center so they could look at them. The Auto Center has not heard from you since.

Please reach out to the Auto Center again to continue this conversation and find resolution. Thank you for being a Fleet Farm customer. FF
Initial Complaint
Date:11/10/2023
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 went to gas pump #5, selected 87 octane for $3.199 per gallon. I noticed that the price was higher than normal when it got close to 20 gallons. I stopped the pump and looked at my receipt. It said it charged me $3.899 per gallon! Either the price is wrong or it is pumping the wrong gas! Also, that is the price of the 89 octane. That can ruin my engine if that's what is coming out!
Business Response
Date: 11/10/2023
Hello ***************** Thank you for bringing this to our attention. Can you please tell me which Fleet Farm Fuel Center you were at, so I can look into this further. Thank you FF
Customer Answer
Date: 11/10/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[It was at the ********, ********* location. ******************** 53073. The Fleet Farm Fuel 1115.]

Regards,

*********************
Business Response
Date: 11/13/2023
Thank you for the store information. I will check into this. FF
Initial Complaint
Date:09/29/2023
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.
So I paid for a ******** mini bike yesterday they said it was in stock they had it In back so I went to the back to pick it up waited 30 minutes for them to say they cant give me it because its not assembled they said that there assembly guy is there and I can pick it up tomorrow today is that day I called and asked can I come and pick it up they say no are assembling guy wont be in for a couple weeks I have to wait till then to get the item that I already paid for and was promised that day to have
Business Response
Date: 10/06/2023
Hello ******************, First I would like to apologize for the misinformation you received at our store. After our research we found that when purchasing a ******* product, (which needs assembly) the assembly MUST be completed by ********* assembly service as to not VOID the warranty. Unfortunately, the ******* assembly team is not at our store daily. I believe your bike was assembled by the ****** team on October 2 and hopefully you have your ***********************, sorry for the misinformation, we have reiterated the ******* policy to our team members. Thanks for being a Fleet Farm customer. FF
Initial Complaint
Date:09/17/2023
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.
The manager *** made so many sexual advances at me. It made me uncomfortable especially when he mentioned he has children and they worship him...just was a general creepy man.
Business Response
Date: 10/06/2023
Hello ********************* Our HR manager has reached out to you for additional information, with no response. Thank you for bringing this to our attention, we are monitoring the situation. FF
Initial Complaint
Date:08/27/2023
Type:Billing 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 signed up for the Fleet Rewards program about a year ago. Since them I get frequent emails that I do not want. They do not have an easy opt out, and I have followed their conveluted process to try to get my email removed, but to no avail. I thought all email campaigns were required to have a clear cut way to opt out. Very frustrated.
Business Response
Date: 08/28/2023
Hello *************** Please accept Fleet Farm's apology for the inconvenience you had opting out of emails. We have a few opt out options and if you don't get them all you will still receive emails. We are working on that! We have made sure you were removed from all our email lists. Thank you for being a Fleet Farm customer !
Customer Answer
Date: 08/29/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Via the BBB site on 8-28-23, I received notice that I was removed from their email campaigns, yet this morning ****, I receive yet another email from them. PDF attached.
This is exactly what I have been going through with a company that I previously respected. I will no longer spend my money with them. Please do whatever can be done to make them stop this harassment.
Regards,

*********************
Business Response
Date: 08/29/2023
Hello again *************** It does take a bit for the process to work, again my apologies for the inconvenience. FF
Initial Complaint
Date:08/07/2023
Type:Billing 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.
Hi! I had opened a BBB case a few weeks ago for two late fees I wrongfully accrued due to the speed of Fleet Farm's system along with other discrepancies. I was told I'd be sent a gift card for the $70-100 I lost wrongfully. It's been weeks and I still have not received it.
I shop at the ******************** Mills Fleet Farm. About 10 months ago, I went in to purchase fishing supplies. The cashier asked if I wanted to sign up for a rewards card. I went through a 10-minute application to find out it was actually a line of credit. I declined but then the cashier talked it up. She gave me a bunch of false information about interest rates, reward perks and even how the payments could be made. I asked specifically if payments could be made in-store and she said yes. I dont have any other store credit cards & our post man is unreliable. I get mail sent to my dads because of this and likely wouldnt get the bill in time. I dont believe in online billing generally either. Ive had my identity and card numbers stolen before. I found out after the first month that payments CANNOT be made in-store. I was deliberately lied to. The cashier that filled out the application told me to charge EVERYTHING to my credit card. (Fuel included) and that it would help me. *** lost so much money in interest because I did that. Ive also incurred two $30 late fees due to the payment issues. Both times they had been paid before the due date. On my other credit cards, late payments are only incurred if its being PROCESSED after the due date. These were put in processing before the due date. Im looking to be refunded the $60 for those late fees, any other unnecessary fees I may not have noticed (including hyper inflated interest rates) and an adjustment to my credit report if you reported any demerits. Ive never been late on any payments on any other card or account EVER. Theres a payment currently pending to pay off the balance of the card. I will not be using this card but only for a small item from here on out. Its been pending for about five days. The Fleet Farm system is super slow. Ive never dealt with anything like this.
Business Response
Date: 08/09/2023
Dear ******************* The gift card was mailed out via regular mail as promised. I will check with the issuing department to see if it has been used, and if not, I will void and reissue. Not sure what may have happened.
Thanks for your patience. FF
Customer Answer
Date: 08/09/2023
Better Business Bureau:
What address was it sent to? It should either be getting sent to the mailing address listed here with the lot number on there or it can go to my mother's address. *******************************************************************************. The billing address on my account is my father's address and the mail person on that route isn't the most reliable.

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

****** *******
Business Response
Date: 08/10/2023
I resent it ***** to your address with the lot #. Please let me know if you do not receive it this time. FF
Customer Answer
Date: 08/16/2023
[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.
The gift card was received.

Regards,

****** *******
Initial Complaint
Date:07/06/2023
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.
fix my online account so i can order products. there is some $5 reward that i get an error message. i have contacted MFF 4-5 times (2 by phone) to no avail. The last message i got from online/facebook was that they were forwarding this to me. I find it really weird that noone is taking accountability to help me do business/purchase products online from your company. I have exhausted all my resources in getting this resolved, and this is a ***************** effort to get it resolved. i guess i can go shopping elsewhere.
Customer Answer
Date: 07/10/2023
Can you please close this complaint? I finally got through to them and they fix the issue.

This message is in regard to your complaint submitted on 7/6/2023 against Mills Fleet Farm. Your complaint was assigned ID ********
Initial Complaint
Date:06/22/2023
Type:Billing 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.
Attn. check out ******** BBB review of 12/14/2021 and Fleet Farm charges for shop supplies. I purchased four tires and paid to have them installed and balanced, this also provides for free lifetime rotation, balancing, and tire repair.I set up an appointment to have tires rotated and balanced along with the repair of a tire leak as per the service agreement. I was asked for Proof of purchase of the tires. I no longer had the original Purchase order showing the purchase of the tires and the tire protection policy, and Fleet Farm had no record as they lost the records of their customers. They would not accept prior documentation shown on work orders I provided showing the services I requested were provided at no charge previously even though their literature stated a work order or past receipt was acceptable proof of purchase.Service comments read, customer will need to bring in proof of purchase of tires and to show what he has for install package, bill accordingly, customer brought in paperwork of no charge rotate and balance but no proof of purchase of tires from 2010 not sure what install package customer had purchased doing a one-time customer courtesy.There is but one tire install package so whats the question.It was implied I could have had another set of tires installed elsewhere with the exact same description and now requesting Fleet Farm to do free service. There was no issue with my vehicle being serviced prior to Fleet Farms loss of customer records.I was given numerous reasons why my coverage was being disallowed such as no record of purchase price, serial #s, age of tires, old tires can have dry rot (mine do not.) My vehicle has collector plates and is used minimally. It is not used in the winter and exposed to salt, and is normally stored indoors, and not exposed to UV light. The conditions of the tire policy make no statement as to revocation due to the above conditions. But future service would still be at my expense.
Customer Answer
Date: 06/26/2023
Pictures of tires will follow in multiple emails as size will allow. Thank You
Business Response
Date: 07/06/2023
Hello ************* After researching this issue we found that your tires were purchased in or about 2004. You had a receipt for a free rotation in 2010. Unfortunately we do not have records of the actual purchase, as we are not required by law to keep records for that long. While we greatly appreciate you being a loyal Fleet Farm customer, the actual warranty for tires is 2/32nd treadwear or 72 months, whichever comes first. We are glad the tires have served you well for so long, but at this time they are no longer under warranty. Thanks again, FF
Customer Answer
Date: 07/07/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]
**** please review pdf. 1,2,and 3 I have sent in my complaint you will find there is NO designation as to length of time the tire protection policy is in effect for or when it expires other than the minimum tread wear remaining on the tires or 2/32"which the tires have not yet worn to that minimum. For Fleet farm to add stipulations at will after the fact which are not listed on the literature given to customers, and refuse to honor the policies they charged customers for is fraud in my opinion. You can't sell a policy or be party to a contract and change the coverage at will to suit your needs.
Either honor the policy you were paid for or refund the money!!!!!!!

Regards,

*********************
Business Response
Date: 07/19/2023
Dear ************* I believe you have found resolution with Fleet Farm. We really do appreciate your business! FF
Customer Answer
Date: 07/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello ****, below I have sent you the additional information you will need to understand why I rejected the solution Fleet Farm implied I was happy with. If you have the contact information for ******** would appreciate it if you would contact him and share the material I have sent you, he has a good handle on events up to now and I feel he should be kept in the loop.

Regards, **** after receiving Fleet Farms response submitted to the ***** by there general legal counsel ********************* I will be sending you additional correspondence and as always I will try to make it as clear and concise as possible.
Thank You
*********************

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Mills Fleet Farm is NOT a BBB Accredited Business.