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:01/17/2024

  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 brand new Snow plow in January 2023 made and warrantied by Sno-Way International, Inc., Upon receiving my truck and the snow plow I found the Snow Plow was defective with a problem in its hydraulic system, I contacted the dealer asked for a return and he said he will be over on January 6th 2023 to look at it and fix it, but the dealer never showed up and later he was proven to be a deceptive dealer by CODINGTON County Court in the ********************* File number14SMC23-000108 .I contacted the manufacturer as they are the one that built and warranty the plow, but they also ignoranced returning, exchanging or fixing the plow until I filed a complaint to the BBB (complaint #********) then they sent someone to fix it and that was in august 2023. I didnt use the plow until January ****************************************************************************************** the hydraulic system and the plow has not been fixed. I contacted the manufacturer again and asked for a return, exchange or repair and they want me to take the plow to a dealer- the closest dealer is like 1.5 hours a way from **** told the manufacturer that I can send the plow to a dealer but because its their fault that they built and sold a defective plow then they should pay for the tow truck to send the Plow back and forth to the dealer, the manufacturer refused and wants me to pay the costs of transporting the plow to a dealer myself When I purchased the plow, I paid for a brand-new plow that works perfect but I got a defective plow and very poor quality customer server on top. And one of their managers yelled at me in the parking lot when I met him the first time in august 2023 to look at this defective plow, this manager represents the quality of this company.I believe that I have the right to receive a perfectly working product when I buy it brand new and there shouldnt be a reason for me to accept a defective product.Desired resolution is return the plow and refund my money

  Business Response

  Date: 01/18/2024

  We received notice from Mr. ************ on January 7th that he noticed the plow was still slowly dropping. he stated he would be sending a video to us, which we received on January 13th. we viewed the video on January 15th and seen the plow was dropping very slowly. We now have a dealer in *********** that can service this plow. *************** was contacted on Wednesday January 17th and was informed that the factory would be sending the dealer in *********** a new hydraulic system to replace what he has now, he was also told that we would ship the product to the dealer on Thursday January 18th which we did do. He was told he would be contacted when the parts are received, and they would schedule a time when he can bring in his plow and truck so it can be fixed. **************** said that he would be able to bring in the truck and plow for our dealer to do the repair. Hopefully this will resolve this problem *********** for the plow to do this, normally it just needs to have the system flushed, but in this case, we are going to replace the complete hydraulic system. i thank *************** for his help and patients concerning this matter no one wants to have any problems.

  Customer Answer

  Date: 01/18/2024

  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.
  
  [

  The problem with the hydraulic system was reported in the same week of the purchase in January 2023 and I asked for a return/refund in the same week too. Sno-Way International, Inc. has shown very carless disregard to even fix the issue until I submitted a complain to the BBB in July 2023 (complaint #********) then they sent someone to fix it but the plow is still defective and not safe to operate.
  Again, I contacted Sno-Way International, Inc. in early January **** and they again washed their hand and waived their own liability and told me to contact a dealer to look at it and fix it (please see the attached email sent from ************************* on January 11, ****). ************************* is manipulating the BBB and he wasnt waiting for me to send the video and he didnt contact me in the timeframe before I complained again to the BBB, the attached email proves it. On January 11th **** I gave Sno-Way in two days to give me an answer if they want to take liability, but they didnt respond and didnt take liability,
   When I field this complain again to the BBB on January 17th ****, then ********** called me (after he washed his hands on January 11th ****) and tried to make a settlement but I refused his settlement, I have the call recorded for records if needed.
  
   Sno-Way International, Inc. has never done their legal and ethical obligations to me voluntarily and they are manipulating the BBB and changing the facts and the truth. They have horrible customer service and bad business ethics.  I had to file two complains already about them selling me a defective plow to have them take liability and responsibility for letting a defective product leave their factory.  
  
  
  The plow has been purchased defective and the manufacturer has to take the liability for it, my settlement is I want a return to this plow and a refund. This is very bad company that doesnt respect its customer and doesntstand behind their ********************** voluntarily at least with me, I deserve to do business with a better company that stand behind their products and respect me as a customer and do their legal and ethical obligations as expected.
  
  
  My settlement is I need Sno-Way International, Inc.to accept the return of this defective plow and refund my money back.
  
  
  ]
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/19/2024

  *************** can continue to say what he wants about the timeline of events, i listed them as i have them. It does not matter that he filed another complaint with the BBB. Sno-Way is following our warranty policy to repair the plow. it is our only desire to fix the plow as we would with any customer. *************** just needs to get the plow and truck to the dealer when he is contacted, and we will fix the plow. Regardless of what Mr ******* has said about Sno-Way we have always tried to fix his plow. So far, we only had one attempt to fix this plow. He can still plow with this plow it if he needs to, we sent him the safety clamp that he should be using during transport.

• Initial Complaint

  Date:07/26/2023

  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.

  i purchased a snoway plow manufactured and warranted by Sno-Way International, *** , there was a hydraulic problem discovered in the first week after the purchase, contacted the dealer that was in *********, ** that sold it to me and the dealer made a promise to come fix the plow in my hometown *********** ** because the plow is not safe to transport long distances but he never did and later after few false promises from this dealer i complained about him and her retaliated and refrained me from farther contact with his business, i told the manufacturer Sno-Way International, *** about that and asked for help to fix, exchange or return my plow, and they told me to check with other dealer in **********, **** that was like 2 hours away from me , i called the other dealer and they said can try to fix it but they need me to drive the defective plow with my truck to their business and leave my truck in their business for a week at least while fixing the plow because they don't have a snow plow mount to hook up the plow, so they want me to drive my truck with a defective plow two hours away from my hometown ***********, ** and drop them off in their shop, then find a way for myself without vehicle to get back home on my own cost, then a week later i have to find a way again on my own cost to get from ***********, ** to **********, **** and pick up my truck and plow. i told Sno-Way International, *** that the plow with hydraulic problem is unsafe to drive for two hours and also poor-quality dealer that doesnt have mount for a snow plow is not acceptable reason for me to give them my truck for a week to be used as a mount for the plow. i asked Sno-Way International, *** that i need fix, exchange or return to my plow. but Sno-Way International, *** has refused all solutions and they are not responding my emails anymore and i have a defective plow now sitting in my driveway, and the snow season is coming soon.

  Business Response

  Date: 07/31/2023

  ****************, contacted our salesman via e-mail **************** on 12 -13-2020 and wanted to purchase a plow. **************** advised him that we do not sell plows factory direct and told him the closest dealer to him was in ********* **** **************** would need to contact a dealer and purchase the plow from them. **************** did go to the dealer in Watertown and purchase the plow and had the do them do the installation on his truck.  **************** was contacted again on 1-06-2023 and was told that the plow had some sort of problem.  **************** was told to make an appointment to have the plow looked at and serviced if something is wrong with the plow. **************** did Contact to **************** again and ask if their was another dealer he could take the plow too and he was advised that there is another dealer located in ********** S.D.. As of this date **************** has not set up a appointment with either dealer to have his plow looked at, to determine if anything is wrong with the plow. Our warranty requires that the plow is taken to a Sno-Way dealer to have warranty work completed.  If and when he does contact a Sno-Way dealer they will be happy to inspect the plow and fix the plow under warranty if it qualifies. **************** can view our warranty on our web site at www.SnoWay.com if he can not locate his copy.

  Customer Answer

  Date: 07/31/2023

  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 stated in my original complain, I have already contacted the dealer in *********, ** and he scheduled a January 6th 2023 to come to ***********, ** to diagnose the plow, but he never showed up and when i complained against this dealer false promises then he claimed he is just a reseller and the plow is manufactured and warrantied by Sno-Way International, *** and this dealer refrained me from farther contact with his business and washed his hands off this deal.

  i contacted Sno-Way International, ***, and they told me to contact the dealer in ********** ****, i called the dealer in store lake ****, but that dealer seems to be poor quality dealer too, he doesn't have a snow plow mound, and he wants me to drive my truck with the defective hydraulic plow (So very unsafe) for two hours from ***********, ** to **********, **** and leave my truck with the plow in his shop for at least a week while he diagnose the plow and fix it, he wants to us my personal equipment like my truck as a tool to help him fix the Plow,  they should have their own mounts and tools to fix the product. and again the dealer in ********** **** said the plow is manufacturer and warrantied by Sno-Way International, *** but the dealer in **********, **** is just a reseller too and they will diagnose the plow and order the part from Sno-Way International, *** and when they receive it then they will install it.. this means i also have to find a way for my self to get back to my hometown after i drop my truck and the plow in **********, ****, and then a week later i also have to find a way to drive me two hours to get my truck and plow.

  while Sno-Way International, *** manufacturer and warrantied the product, regardless of who sells it, then they are legally and ethically liable on the product they sold. i have received a defective plow and i reported it in the first week after installation and Sno-Way International, *** seems to not take responsibility and liability for their product and they push it on me and their poor quality dealers to resolve the problem of their Plow. 

  i have asked for a return and a refund in the first week after the purchase as i have received nothing except poor quality product, and poor quality services from Sno-Way International, *** and their dealers.  i again and again request the same thing, i need them to take their defective plow and give me back my money  or ship me a new similar snow plow to my hometown with return label to the directive plow so i ship back the defective plow to them. 

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

  Business Response

  Date: 08/07/2023

  *************** has most of his facts straight except he left out the fact that he told the dealer from Watertown that if he came to fix the plow, That he should pick up the plow and give him his money back for the plow.. This is what  created this impasse between them and cause the dealer not to come to his residence to inspect the plow. The dealer was going above and beyond the published service to help **************** because this is not normal policy to come to someone house. The warranty policy is that the plow is brought to the dealer for inspection and repair if needed. With regards to transporting the plow attached to the vehicle Sno-Way supplies a cylinder lock with every plow and our Mr. ******************* advised **************** of thisfact by email on June 6th 2023. The Dealer in ********** **** did tell **************** the facts of how they would need to handle the inspection if he brought the plow to them. We are going to make this very easy for **************** with regards to this complaint concerning his plow. *************************** from our distributor will be contacting **************** shortly to schedule a time and location in *********** and have a factory trained service person inspect his plow and fix anything that is wrong with it at that time. I want to be very clear that we will not offer to buy this plow back and will repair it per our warranty policy if **************** will work with us and allow us to do any service that is necessary. i hope we can now move forward and get this matter settled.

  Customer Answer

  Date: 08/07/2023

  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.
  
  

  First, I will wait for your factory trained person to come and fix the plow.

  
  Second, regarding your dealer in Watertown, he was a deceptive and manipulative and charged me for services that he didnt deliver,this has been proven in ********* court, Codington County court case #**SMC23-000108.   Last message was received from your bad dealer in ********* that he was coming to *********** on January 6th 2023 to fix the plow, but he never communicated, rescheduled or canceled after that message, and he just never showed up. Good quality dealer would at least communicate and contact the customer to cancel and find a plan to fix the customers product instead of ignoring the customer and refraining him from farther contact with them.  That being said, I find it so shameful on your company that youre still backing up a deceptive and manipulative dealer and finding excuses for his -Court Proven Deceptive Practices- instead of assuring to your customers that you took a corrective action against that bad dealer and instead of apologizing to your customer and take liability and responsibility for your bad dealer and defective product and resolve the problem without having it to escalate to BBB and other third parties.  If you have a fact that really shows that your dealer went Above and Beyond like what you said, then please provide facts and evidences.  
   I also find it shamefully on you that you have not tried to provide the same solution of sending a factory trained person to fix the plow until this escalated to the BBB, why you havent sent a factory trained person to check the plow and fix it months ago? Good quality manufacturer would have gone above and beyond to fix their product and show that they stand up behind their product.   
  
  Last thing I want to say, is how do you feel if you have been deceived, manipulated and your judgement is impacted by a dealer that made you purchase a product and pay $9372 for it, and then you find out that the product is defective and dealer did false promises and then the manufacturer that warranty the product backed up their dealer until today despite all the customer complaints and facts and the court documents? Does that make the manufacturer as bad as the dealer or worse? And dont you think that qualify the customer for a return and full refund? 

   

  if you want to resolve this problem for good, take your defective plow with all the headache and the bad warranty that i had so far and give me back my money and problem solved.

   

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

  Business Response

  Date: 08/07/2023

  At this point, we will agree to disagree on the facts provided.  We tried fixing this problem back in January 2023, and all the customer wanted was the dealer to take the plow back and refund his money which created the standoff.  We will stand by our offer and send a factory service representative to ***********, ** and repair his plow if needed.  If he lets ** see and service the plow, I would expect this plow to serve him well for many years to come.  

  Customer Answer

  Date: 08/14/2023

  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 responded back to you in my email on 7/8/2023 with: First, I will wait for your factory trained person to come and fix the plow.
  
  So again, I am waiting for your factory trained person to contact me and come fix the plow.
  
  I am not surprise that youre refusing to take it back and youre insisting to not taking it back, thats the quality of your product and the quality of your business other manufacturers those have great quality services and great quality product take back their product and inspect the reason that it was rejected by a customer and do their best to not have the same scenario again, but in your case customer satisfaction and the reputation of your plow and business doesnt seem to be important to you, keeping unhappy customer with defective and poor quality plow is more important to you that return the plow and investigate the case and take an action so this doesn't happen again. I was deceived by your dealer to buy this plow, and then I found that it was a defective plow, and i have been dealing with bad dealer and bad manufacturer since day one of buying this plow, and I believe that professional and great dealer and manufacturer would have acted completely different than what youre doing.
  
  
  
  
  Regards,
  
  ***********************