Complaints

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

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• 

  Mills Fleet Farm

  PO Box 1199 1300 S Lynndale Dr Grand Chute, WI 54912-1199

• 

  Mills Fleet Farm

  1001 Industrial St Hudson, WI 54016-9359

• 

  Mills Fleet Farm

  1815 N Spring St Beaver Dam, WI 53916-1153

• 

  Mills Fleet Farm

  3035 W Wisconsin Ave Grand Chute, WI 54914-1708

• 

  Mills Fleet Farm

  213 N Taylor St Green Bay, WI 54303-2613

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:01/31/2023

  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 my oil change at Fleet Farm in ************* on Friday. On Saturday i can smell the oil very strong. The smell never go away. Monday took my car back to ask them to check why the car smell oil. The manager said, they cant do anything about it and told him to take it to big dealer shop. They didnt even bother to check. My husband came back and open to check and found that they didnt put the oil cap back on. If it was Summer hot day, engine couldve catch on fire. Stupid manager at Fleet Farm at least could have the worker take a look at it.

  Business Response

  Date: 02/08/2023

  Hello Noy, 

  Please accept our apology for the service at our Fleet Farm Auto Center.  After researching this issue, we found there may have been some confusion with the "fuel" smell and the actual "oil" smell.   The technician was correct in directing you elsewhere for the "fuel" smell, as we do not work on fuel system issues.  However, we do work with oil.   Again our apologies for the communication issue.   I will contact you directly with resolution.  

  Thanks for being a Fleet Farm customer.  FF 

• Initial Complaint

  Date:01/26/2023

  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.

  Complaint: Damage to vehicle's passenger side mirror during car wash.Date: Wednesday, January 11, 2023. Complaint filed: Thursday, January 12, 2023. Fleet Farm Representative: *****************************, Claims and Licensing Supervisor, ******************************************* tel ************ Complaint status: ********************** has collected my statement and information from the store. She has not officially closed the investigation, however it appears that Fleet Farm takes no responsibility for the damage, as I did not pull in my mirrors. Note that I do have copies of the emails and photos as shared with Fleet Farm.It is my hope to be reimbursed for the replacement cost of the mirror ($89.85) and the paint (TBD.)

  Business Response

  Date: 02/07/2023

  Hello *********,  

  I would like to extend an apology for your unpleasant experience at the Fleet Farm car wash.  Our Claims team takes these allegations very seriously, and because of incidents like this we have many policies in place.  After review of your incident we found: 

  "You reported a claim to the store indicating that while going through the car wash some kind of chain looking thing was swinging around and hit your passenger side mirror several times.  You also told the manager that you DID NOT fold your mirrors in prior to entering the car wash.

  After you reported the incident, the store manager went to watch a vehicle go through the car wash. The plastic guide (that resembles a chain) never came close the customers vehicle.  The manager went out and pulled the guide out as far as it could go and it does not reach a persons vehicle.

  We have signs posted outside the car wash bay advising customers to fold in their mirrors, to avoid the possibility of mirror damage.  We were able to view the recording from the cameras outside the car wash bays. The store Loss Prevention employee did see your vehicle enter the bay without mirrors folded in.

  After talking to you through email you indicated that you really did not know what happened in the car wash, but something damaged your mirror."

  Our Claims Team concludes you were likely too close on one side and with mirrors not being folded in, could have possibly caused the mirror to be hit by the wash mechanism, but can not say for sure that was the cause of your damage. If a vehicle is correctly within the guides and mirrors are pulled in, nothing is able to hit or damage a customers vehicle.   Due to all factors and our policy we are unable to reimburse you for the damage to your mirror.  

  Photos attached of the signs posted outside the bay.

   

  Fleet Farm 
  

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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.

  There is an error in what I was charged by Fleet Farm and they are not replying. I am looking for a credit of $14.16. Here is the supporting info. 12/3/22 - I called FF customer ********************** to inform them that I was short shipped (missing) 1- pair of socks from a previous order (#MW6188560) but was charged for them. Your ************* representative was helpful and said that the best way to handle this was for her to ship a new pair, charge me for it and then she would process a credit. At this time, she placed order #MC4062234 for 1-pair of socks and charged me $14.16. 12/6/22 - As CC promised, a credit was then posted to my account for ($14.16) and everything was in order and as expected. However, the next day I was recharged the $14.16?!?12/7/22 - FF then re-charged me $14.16?!? This is in error and is what needs to be reversed please.12/12/22 - Called Fleet Farm Customer ********************** at **************. No one answered call?12/19/22 - Called Fleet Farm Customer ********************** at **************. No one answered call?12/26/22 - Emailed Fleet Farm Customer ********************** with the above supporting information and request for refund. 1/5/23 - Called Fleet Farm Customer ********************** at **************. Female representative intentionally disconnected the call.1/5/23 - Filing official complaint with the Better Business Bureau as this ordeal is unprofessional and unethical.I am simply seeking the expected ETA for the credit of $14.16.

  Business Response

  Date: 01/06/2023

  ************,  Please accept our apology for the service you thought you received from our ************* **********************.   I believe you are now in contact with that department's Supervisor for explanation.   I have also attached a print out of the transactions which show that you were charged and credited correctly.    As far as the disconnect, I am not sure what happened there, but can say with certainty that you were not intentionally disconnected.   Also, being this was during the holiday season, our ************* ********************** was quite busy and tried to answer and respond as quickly as possible.   Should you have any additional concerns, please reply to the email you were sent from our Supervisor.    Thanks for being a Fleet Farm Customer !!!  FF 

  Customer Answer

  Date: 01/17/2023

  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.

  
  

  As of 10:15a today 1/14/23, I still have yet to get a resolution with Fleet Farm. I have provided them (via email) with all of the supporting information and they still are not addressing it.  

  
  

  The facts are ******* clear if they follow the trail of communications. The reply they sent me (see below) is spin for political reasons . Sorry, work with supervisor.  The supervisor is the one I emailed (twice) and still no reply.  I would appreciate any further nudge you can give. The sad thing about this is its just a small missing $14 credit that FF is ignoring?!?  

  
  

  This is horrendous customer **********************.

  
  

  Thank you-

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

  Business Response

  Date: 01/17/2023

  Hello ****,  We are a bit perplexed by your statement.  You ordered the sox on 12/3 and were charged.  You did not receive them and were refunded on 12/6.  On 12/7 we sent you another pair and you were charged for the sox.  This is all on the print out  we sent you.  Please let us know if you did not receive the sox the second time and we would be happy to refund the second charge, perhaps that is the missing piece???  I truly apologize for the confusion on this issue.  Please continue to with with ******* for resolution.   FF 

• Initial Complaint

  Date:12/28/2022

  Type:Product 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 purchased a $75 gift card from the *********, ** Fleet Farm store on 12/20/22. On Christmas Day I realized the gift card was missing from the gift for the intended recipient and no luck locating it. After looking on their website, their Gift Card Terms and Conditions and FAQs clearly state that a lost or misplaced gift card can be replaced with a new card with the original sales receipt (which I have). It directs you to call the customer ********************** number ***************) for a replacement. After calling they said they can only assist with eGift Cards (which doesnt state that on the website) and that the store I purchased it from would be able to help. I visited the West Bend store on 12/26 and called them again on 12/28 and on all occasions I was told they cannot help me. At the very least I would think they could have voided the transaction as I have the receipt and transaction number and I would have repurchased a new gift card after that. Its very misleading to have clear information stated multiple times on the website and not stand by their terms and conditions, even after providing all the evidence that it states I need for assistance. I would either want the old gift card cancelled and replaced with a new card, or the transaction voided entirely for a refund. I dont think Ill be shopping at Fleet Farm in the near future based on the subpar customer **********************.

  Business Response

  Date: 01/06/2023

  Hello ******,  I am working on this issue and will contact you via email.   We apologize for your inconvenience.   FF

• Initial Complaint

  Date:12/28/2022

  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 went to Fleet Farm's website in early November. I started to receive their auto generated email advertisings. I have tried to call them to get me removed. I have clicked on their unsubscribe 20 times or more and they still keep sending. I want these to STOP. They are not honoring my requests.

  Business Response

  Date: 01/06/2023

  Hello ***,  You have been unsubscribed from all emails.   I apologize for the confusion, we have two departments that send emails and you were originally only unsubscribed from one.   Thank you for being a Fleet Farm customer.  FF 

  Customer Answer

  Date: 01/06/2023

  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.
  
  i am unable to accept their response at this time because i am still receiving the emails.  I find it questionable that there were two emails they were coming from because I clicked on the "unsubscribe" from all emails - numerous of times!

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

  Business Response

  Date: 01/09/2023

  Hello again ***,  I can assure you that your email has been removed from all of our mailing lists.  There may be a few that slipped through, unfortunately.  Do you just have one email address ??  If there is another one I can have that one removed also.  FF  

  Customer Answer

  Date: 01/10/2023

  [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 do not have another email address that needs removing.  I will reach out again if I continue to receive your advertising emails.  Complaint ID ********.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:12/24/2022

  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 battery on my vehicle had been seemingly been becoming weaker. Yesterday I went out to leave and the battery would not provide enough power to start the vehicle. I pulled out my paperwork and the battery I had purchased in 2019. It had a 7 year warranty (platinum). I had it tested and it came back bad battery from autozone. I took the verification and drove 40 minutes to the fleet farm store in ******** **. Upon arriving I displayed my receipt and paperwork and I was told it would be 4-7 hours before they could commit if the battery was bad or not. The weather outside was hazardous (windchill well below 0) I asked if they could just replace it and I could be on my way and I was told by the employee Im not trying to be a d*** but its what I have to tell you I explained I drove 40 minutes and needed to get my other vehicle going before dark and I was told..sorry. He went onto say the most he could do is sell me another and if the original came back bad hed credit me the cost of the new battery on my credit card over the phone so I wouldnt have to drive back in the weather. Feeling less than appreciated as a customer I did exactly that. While I was out fixing the vehicle the salesman left a message on my phone that battery did indeed tested bad. He then proceeded to say that it was his belief it was because it was frozen and he would not honor the warranty. I have nothing that was issued to me concerning stipulations on the battery warranty at the time of purchase nor did he inform me of any or reference paperwork when I was sold the new battery. This is inherently wrong and misleading. I would like to be refunded as promised. My next course of action will be based on the response I receive from this venue. I have all the evidence to support what had occurred yesterday.

  Business Response

  Date: 01/06/2023

  Hello *****,   I have reviewed your issue with our ******** Auto Center.  We have policies in place to honor or not honor the battery warranties.   Please see their below explanation.   I will be sending you compensation for your trouble.  Thank you for being a Fleet Farm customer.  FF 

  I reached out to *****, the Auto service manager. He was the one who worked with the customer. ***** stated upon arrival he let the customer know the battery was frozen and would try to put it back in service by charging it. He stated he explained the warranty to the customer and showed him the warranty policies located near the batteries. I have attached our battery warranty procedures and 2 pictures of what the signs look like posted near the batteries.
  
  The typical procedure is as follows:
  1.       Customer brings us the battery, we do not use competitor tests or customer saying they charged it.
  2.       We inspect the battery for non-warrantable issues.
  3.       We attach the battery to the tester
  A)     The tester will give us a pass fail
  B)      The tester will direct us to charge and retest
  The charging of the battery can take quite some time as it puts a deep charge into the battery and continues to test it for        failures.
  4.       Once the process is complete we take the test results and determine if the battery is covered under full or prorated warranty.
  A)     If it is under full warranty we ring out the new battery at no cost to the customer
  B)      If it is prorated we calculate the amount due and charge the customer accordingly.
  
  In this case the battery was not covered under warranty,due to the fact it was Frozen.

   

  Customer Answer

  Date: 01/09/2023

  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.
  
  As I eluded in my earlier correspondence the battery still had a charge and the case of the battery was in pristine condition with no visible damage. I take offense that the store manager, *****, stated that from the onset he stated that the battery was frozen and he would try and charge it for me. That was not the discussion.  As I again demonstrated in earlier correspondence, he stated he could not honor the warranty w/o placing it on a tester for 4-6 hours to ensure it wasn't taking a charge or the manufacturer gets mad at them if the battery is just low and not bad. (Please review my prior correspondence.) I was never, at anytime, shown any warranty paperwork at the original time of purchase in 2019 nor was I when I was forced to buy the second battery as well as that day. Your employee is not being truthful. Everything he gave me was verbal....You should have no problem reviewing your store cameras to validate the untruthfulness of how this is being recalled. 

  The employee called my cellphone 1.5 hours after I left and said the battery "was bad" but it was his belief it was frozen and he would not cover it. I would like to be informed how he arrived at this conclusion. As I stated the casing was pristine, not leaking or damaged externally in any way. I would like to be shown the computer readout that this battery was frozen. I find it highly suspect that when I was sold this battery I was told I was good to go and covered by the extensive warranty due to the quality and price of the battery. Then when I go to return it, the store speculates on why it isn't holding a charge. I would like the documented proof and evidence that this battery was frozen. After reading what was attached I have to wonder if this is false advertising as one of the slides even states "no battery can be returned that has been installed" What? Do I even have to dignify this with a response? 

  It is my belief FF is falsely advertising a warranty that they have no intention of truly honoring. If there was visible damage I understand...but there was none and I have been given no proof this battery was indeed frozen other than the phone call from this employee who now is falsely representing the contact that day. The only way I will be satisfied is with a full refund. 

   

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

• Initial Complaint

  Date:12/04/2022

  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.

  On October 20th I purchased a Milwaukee M18 Fuel Vacuum. It came with a free battery. I bought the vacuum for our cabin. A few weekends later I was able to open it and use it at the cabin, and there was clearly something very wrong with it. The vacuum started out normal for a few seconds and then squealed very loud until turned off (video attached). My husband went over the unit two times trying to figure out if it was something simple, but it wasn't. When we returned home, I went to exchange it. When at the store the exchange process was going fine, until I went to get another one of the same vacuums, only to find the store didn't have any (the ** app indicated there were units available, thus why I went back to the same store). I asked that they check the Green Bay West store, but they were out also. I settled on returning it. The return was for less than 1/2 of what I paid for the vacuum, because of the "free" battery (which I had by then forgotten about). So, I accepted the reduced amount on the return. However, the more I think about it, I really just want the replacement vac. I essentially paid full price for a "free" battery, that I now cannot use. I have copies of my receipt and the return, and videos of the vacuum making the noise. The vacuum is a M18 Fuel Compact Vacuum and the sku number on my receipt is ************. I have been trying to contact Fleet Farm Customer ********************** since Mid October - correspondence is attached

  Business Response

  Date: 12/12/2022

  Hello Jacqui,  I believe you were contacted by the store to replace your vacuum.   I do apologize for the confusion on this return.   Please let me know if you were not able to get your vacuum.  Thank you for being a Fleet Farm customer. 

  FF 

  Customer Answer

  Date: 12/12/2022

  [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:11/22/2022

  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.

  I received an email from Fleet Farm on 11/17, indicating a flash sale for that day only, for $100 off an extension ladder when I order online and choose Store Pickup. There was a button to "Buy Now" and I clicked on that button that evening to buy the ladder, and many stores showed no stock, and some showed limited stock, but store pickup was not an option.I **** a note to the customer ********************** at ********************** about wanting to purchase the ladder, but there was no stock, and how could I get one. I received a reply the following day indicating that flash sales have limited quantity and they usually sell out very fast and there weren't anymore available, and they apologized for me not being able to get one on sale, but to check out their Black Friday ad.I **** a note back and explained that I could understand that, if the email I received had said "limited quantities" or "while supplies last", but there was none of that verbiage in the email, or when I clicke d to buy the ladder, only a "today only" message. I still have the email and have attached a copy of the ladder ad here.

  Business Response

  Date: 12/08/2022

  Dear *****, 

  I would like to apologize for your inconvenient shopping experience.  I believe the store has been in contact with you regarding a ladder.  I was able to speak with our E-commerce team and they did mention there was a disclaimer "This item is expected to sell out quickly".   Thank you for bringing this to our attention, we will try to use better verbiage in the future.   

   

  FF 

  Customer Answer

  Date: 12/12/2022

  [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.   

  I would like to address the response stating that they said the email had a disclaimer that the item is expected to sell out quickly.   My email said no such thing, and I am happy to forward it to the specific person if they would want.  I also provided a picture of the email, which showed nothing about the item selling out quickly.

  Certainly a copout form the e-comm team, who didn't do their job properly and trying to cover their tracks.   If they would like the email, I can forward it.
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:11/21/2022

  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.

  Company said that by doing the required service alignment would be corrected. Later found out that nothing has been done to my truck that would fix the alignment.

  Business Response

  Date: 11/21/2022

  Hello *****, Can you please tell me what Auto Center you were at, and the date of service.   FF 

• Initial Complaint

  Date:09/19/2022

  Type:Product 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.

  I purchased a Husqavarna chainsaw on 9/16/22 at Fleet Farm. I had plans made with friends to cut down a tree for one of my friends. So I put gas into the saw and it wouldn't start. I paid $253.19 for the saw at 9:50 a.m. and tried to return it at 11:05 a.m. Fleet Farm would not reimburse me for the saw because I had put gas in it. How was I going to use it if I didn't put gas in it.

  Business Response

  Date: 09/22/2022

  Hello BBB, this issue has been resolved with the customer.  FF 

  Customer Answer

  Date: 09/23/2022

  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.
  
  [I do not except response from Fleet Farm .  I had to take saw to a repair shop to see if the saw is fixable and have not been contacted on the issue as of yet.  Plese keep this case OPEN.
  Regards,
  
  *********************************