ComplaintsforGreat Lakes Technologies LLC
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Complaint Details
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Initial Complaint
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
To whom it may concern, I am a disabled Veteran who saved for several months to purchase a generator from WEN Products for almost $800 and it was delivered on 7/9/24. It ran for less than 2 weeks and died on me. I called and spoke to customer service on 7/20 and was told I could take it to a certified repair center. Someone sent me 2 options in an email on 7/29. Both locations were an hour away. I took the generator in and after several days they said there was shavings in the carburetor bowl. I took it home and the next day it ran for 15 minutes. I drove back an hour to the shop and left the generator. It turned out now there was a manufacturers defect that caused a hole in the diaphragm of the carburetor. The shop told me they overnighted the carb. I waited another week to find out they did not order it. *** explained their certified repair shop did not get a work authorization to do any work and that I need to wait for the repair shop to send back the defective generator and after they do that and the package is picked up I should receive a refund in 5-7 days. I drove 7 hrs and paid almost $800 for a junk generator and bad customer service only to find out I could have taken the generator to any nearby repair shop. They hide who I spoke to the first time and claim they have no record of that email being sent.Called multiple times and the tone is very much too bad so sad.Business response
08/15/2024
We had issued full credit for his purchase. He is still asking for additional compensation, however we told the customer that we have improved our processes so this doesn't happen again and that there is nothing more we can do.Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 28th, 2024, I purchased a WEN *****i generator and received it on May 30th. I used the generator for roughly 50 hours until it stopped starting on July 28th. I submitted a warranty claim on August 2nd, following the instructions on ***'s website. It has been 10 days so far and I have received no communication from ***, so I am filing this complaint in the hope that someone will contact me about this issue.I own many WEN products, including other generators, and this is the first time that one has failed on me. I recommend them to family and friends often. I am very disappointed that they were not responsive when I needed help with a defective product, but I am hopeful that we can get this issue resolved and that I can continue to be a loyal customer.Customer response
08/14/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
*************************Initial Complaint
07/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Mid may I speical ordered a wen 5600k model number gn5602x. And 2 weeks ago co2 sensor went out. Wen yes has a warranty but has a clause of 500 hrs. I'm trying to live in my shop till my house is finished.. well I called had to BUY new co2 for ***** then took 9 days cause they mail ***** mail I reached out via email 2x during this waiting time no response I got new part yesterday and was told will fix co2 over heating problems which is not co2. Mean while I lost 200. In food in fridge and had rebuy food and get over 20 lb of ice for those 9 days. Part new part on a 1245pm central time july 1st. Today July 2nd over hearing co2 again. I called number and was talking to lasy around 215 pm July 2nd. After 5 min into conversation she hung up. Now they make same generator with co2 sensor on it. It's fair to me new 5600k generator without co2 sensor on be *** to my house and a written apology from owner or my lawyer will take care of it from here. I'm a disabled man low income I saved 6mths to buy this wen generatorBusiness response
07/22/2024
Warranty if over 500 hours, warranty is not valid. Customer ordered part but did not state expedited shipping.
GREAT LAKES TECHNOLOGIES, LLC (Seller) warrants to the original purchaser only, that this WEN consumer product will be free from defects in material or workmanship during personal use for a period of three (3) years from dateof purchase or 500 hours of use; whichever comes first. Ninety days for all WEN products if the tool is used for professional or commercial use. Purchaser has 30 days from the date of purchase to report missing or damaged parts. Partsand labor are covered for one (1) year under this limited warranty; parts only are covered for three (3) years under this limited warranty.
Initial Complaint
03/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Order W214894, I purchased from Wen for a WEN ***** 15-******************** Wood Chipper and Shredder 1 for ******. I received delivery on 3/6/2024. When I opened the box for use on 3/10/2024 I discovered that it was filthy, caked with mud, pollen, grass, and wood shavings. They had obviously sent me a used product, opting to just sheath it in plastic and try to sell it to me as new. I request that they sent me an actual NEW product. If they want this used product back, they can send me a prepaid shipping label at their cost. THank you.Business response
03/12/2024
We will send you a replacement right away. You can just scrap the other one it that's ok with you. If you do not want to deal with that I will send to a prepaid label for return- your call. You ***** tracking number is ************. It should ship today from our ********, ** warehouse and should have it no later than Monday 3/18. Sorry about the issue. Certainly reach out if we can be of further help.Initial Complaint
12/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a WEN 56035T 7 HP ****-Pound Compaction Force Plate Compactor, CARB Compliant, Black from the company on Amazon.com on 6/13/23. I used the item 2x, and on the third started to have some mechanical problems. I called the company who said it was probably the belt, despite me telling them it was a new machine and I only used it a couple of times. I ordered a belt and when replacing it, noticed loose screws, bolts, and ***** inside where it did not appear that should be. The original belt, as suspected was new. I called the company again and they said I needed to take it to a WEN-approved service technician for repair or replacement if defective. The closest one was a 2-hour drive away from my home (both ways) with an alternative solution to find my own technician, pay for the evaluation, repair, etc. then try to get reimbursed. Although both options were unreasonable, we opted for the former and dropped off the machine. Per WEN they have shipped repair parts to the tech to fix the defective machine. We do not feel it is fair to keep a machine that was defective and either want a replacement or a refund. We contacted *** to share the following:1. The machine was clearly defective as it immediately made noise and started smoking the third time I tried to use it. 2. Evaluation/Repair options are very unreasonable in terms of location or out-of-pocket costs/finding your own tech. Their nearest location is a 2-hour drive plus gas and tolls.3. The company charges $300 for return shipping plus a %15 restocking fee which is what they said we could do if we wanted a new replacement. Which is also unreasonable. They claim it is because the item is heavy. That return fee is not posted anywhere on their website or Amazon, it only says the customer will pay for return shipping if they want to return the item. That return amount and lack of disclosure before purchase, is very unfair.Business response
12/21/2023
Replacement unit has been shipped. Unit shipped 12/21/2023 via ABF. Tracking number is 113914644, projected delivery is 12/29/2023. The following link will provide real time tracking- ************************************. Customer can contact us for any other questions or concerns.
Initial Complaint
07/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a WEN generator model *****i on 6/23/2022 for $429.99. Serial # ***************/**. Engine #******************. The unit is leaking oil from the breather tube that runs from the value cover to the air filter box. I am emailed back and forth with ***** from WEN multiple times. He finally approved a repair under warranty (Ticket # ******) at *************************** in *******, **. When I contacted them they told me they could not repair the generator. They said the leak from the breather tube indicates pressure build ** in the internals of the engine. They said this is a major internal issue. They suggested I return the generator. I emailed ***** from WEN twice (7/27 and 7/28) explaining what All Season said and requesting an exchange for a new generator. I have received no response. I have sent pictures and done everything asked of me. I cannot use the generator as it is leaking oil all over my garage floor. I need the generator for a job.Business response
07/29/2022
We have contacted the customer and a new generator will be sent.Customer response
08/01/2022
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.
Sincerely,
***********************Initial Complaint
07/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In 2018 we purchased 8 - 12 miter saws. The model number is ***** and the particular saw in questions serial number is **********. The reason we purchased these saws were because of the customer service that ********************** claims to have. At the time they advertised to provide long term product support which is why we chose them over Ridgid for the mid price point saws. Fast forward to present time, one of the saws blade guards broke at the frame. My crew took it out of service as it is is an absolute hazard to operate the saw without it.The first time I called the company Wen Products I waited on hold for 20 minutes and then immediately after getting an agent he hung up. So I called back and the same guy answered the phone and told me Im out of luck and I wont be able to repair the saw.I called the rep of the supply company we were dealing with and he advised me that Wen Products tells them that they offer long term product support and that getting the part shouldnt be an issue. So I called back again and the guy tells me the only way Im getting my saw operational is if I replace it with a new model of that saw which costs $400.00.All I need is a blade guard, the saw is operational but it would be a tremendous hazard to operate the saw without it.Initial Complaint
05/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I PURCHASED A WORK ***** FROM GREAT LAKES TECHNOLOGIES (WEN PRODUCTS). THE ***** IS MISSING TWO CRITICAL PARTS. IHAVE ATTEMPTED TO CONTACT THE COMPANY BOTH BY PHONE AND EMAIL A NUMBER OF TIMES TO GET THE PARTS WITH ABSOLUTELY NO RESPONSE.Business response
06/01/2022
We have contacted the customer and will send the replacement parts he needs. Our reference number is W139059. This should resolve the issue.Initial Complaint
03/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Defective product tracking hasn't worked right from day one..I paid roughly about 70 dollars so far for this product including replacement parts.I have tickets in but the manager couldn't find them and cited out of warranty infact the product has been discontinued and when the belts keep shifting into the housing and ripping the tool apart no wonder why...All i want is a replacement... of comparable products... or a complete refund 3x21 belt sander with adjustable speed... as is... now that its out of warranty i've tried repairing it but the tracking mechanism is sooo poorly made it continues to bend with use. Infact it shredded the motor belt. this is a dangerous product on its own as a belt sander, even more so when it starts taring itself apart because of poor quality builds...I've tried to contact customer supportBusiness response
03/11/2022
We have contacted the customer and will be sending upgraded replacement. He seems to be satisfied.
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Customer Complaints Summary
9 total complaints in the last 3 years.
5 complaints closed in the last 12 months.