ComplaintsforNorthern Tool & Equipment Parts, LLC
Small Engine Repair
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Complaint Details
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Initial Complaint
10/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
06/05/2023; 36.29 + tax Replacement part for weed trimmer; Wrong part sent, would like full refund with no shipping return charge; No communication from their end; Order# **********. The part that I received is not the part I had ordered from the diagram online. It’s supposed to have an opening on top which it does not. It also showed it was out of stock & would be 5-10 business days for restock. It took over 3 months before I got it. They charged my CC for everything right away. I would get automated emails every 3 weeks that it would be coming. I have requested full refund for the part with no return shipping charge to me. I have not heard back from their “Customer Service” on this issue. Will be filing a complaint with the BBB. 0 stars for piss poor service.Business response
10/23/2023
Thank you, We will reach out to the customer to arrange a return / refund of the incorrect part.Customer response
10/24/2023
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
08/25/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Ordered a ***** portable generator from ******. It will not run. ****** advised to contact their 3rd party vendor (Jack’s Small Engines) to arrange the return & replacement. Spoke to a customer service rep. at Jack’s Small Engines, called Jessica, on 25Aug2023. Her attitude with me was terrible. She kept telling me to go back to ******. She would not resolve the issue. I told her that I did not want to deal with her anymore. I asked for her Supervisor’s name. She told me it’s Sean but he’s out of office until next week. She refused to give me his Email address.Business response
08/30/2023
I have been in contact with customer. He has taken the generator to a local service center and will contact me back once he gets a diagnosis from them.Customer response
09/01/2023
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
08/14/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 5/29/2023 I ordered a part for my lawn trimmer. item# ********* On 6/17/2023.I received the part but it was the wrong one for my trimmer. I notified them via email and was given an RMA # to return it. The part was delivered to them on 7/5/2023 by Fedex, FedEx Shipment ************. On July 18, 2023, I inquired about the status of the return via email. I was told via email by employee Storm H***, that they would be looking into it. Since that time I have made several email inquiries and phone calls to get an answer on my refund. Each attempt is met with the same response, they are backed up and we will escalate. On each attempt i have been given an additional wait period with no resolution. Upon checking their history via the BBB database, I see this is a pattern. They also have many Google reviews complaining of the same behavior. I paid for this via my checking account so I can't use a chargeback. This has gone on for 2 months.Business response
08/14/2023
Customer was credited in full on 7/31 @ 1:41pm. Credit invoice is attached. Thank you.Customer response
08/15/2023
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
08/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Product never delivered after weeks. Called and canceled the order and never got a refund.Business response
08/14/2023
Customer was credited in full on 7/27 @ 2:53pm. Credit invoice is attached. Thank you.Customer response
08/20/2023
Still no refund to our account as stated. No direct email receipt of the refund.Initial Complaint
08/01/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered 2 ****** HVAC DIY Minisplit bundles on ****** to from Jack's Small Engines. I recieved 1 pallet with pieces from both bundles but not the pieces to complete either bundle. I have tried calling the business and they claim they don't handle their own ****** sales customer service and ****** has been no help either. I now have been billed almost $9,000 and haven't received a phone call or email from Jack's and do not have the pieces to even finish the project.Business response
08/02/2023
The freight courier has located the missing pallets. It was still in their possession. They will be reaching out to the customer to schedule delivery. Customer will confirm with us once the delivery has occurred.Initial Complaint
07/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Jacks Small Engine sold me a lawnmower on 5/23/2023 for $850.00 that was STOP SALES ORDER by ***** Manufacturer. The seller sold me product anyway disregarding the STOP SALES ORDER issued by the manufacturer. I injured my back during the starting process.Business response
08/16/2023
Please be advised this equipment was purchased in May. The ***** stop sale did not occur until August. Please contact ***** and/or ****** with any further questions / concerns. Thank you.Customer response
08/17/2023
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
06/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a ***** Lawn Mower on ****** from Jacks Small Engines. The mower is defective as after it runs and shits down the engine seizes and will not turn. I contacted Jacks and although it is a manufacturers defect (used less than 3 hrs) they refuse to take it back or refund the $1,099 plus tax that I paid them. They are telling me that I have to bring it to a ***** dealer to have it fixed which is ridiculous. I dont have any way to bring it anywhere, that why I bought it on ****** to begin with. The seller says because its hazardous, they cant ship it back. If that is the case, they should be barred from selling on line if they cant back up a defective product they sell. ****** has been no help either. I now have to go out of pocket to replace it locally because my lawn needs mowingBusiness response
06/06/2023
Warranty claim process. Customer used product, found a performance issue. Customer was informed to take the unit to a local dealer per manufacturer policyCustomer response
06/06/2023
Complaint: ********
I am rejecting this response because: this is ridiculous! I spent $1,099 plus tax for a defective lawn mower. How can they expect me to go have it fixed? IF I bought it locally, I would just bring it back and they would either replace it or refund my money. I bought this on ****** because it would be delivered. I have no way to transport this heavy machine to a dealer nor should I! IF they cant stand behind a defective product they sold, they should not be able to sell on line! The ONLY REMEDY for this is a complete and full refund, quickly
Sincerely,
******* ******Initial Complaint
06/05/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Wrong chain guide sent with chainsaw I ordered. So far, absolutely no resolution despite calls and emails.Business response
06/06/2023
The matter has been resolved with the customer.Initial Complaint
05/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On April 4, 2023 I ordered a roughly $200 Makita cordless vacuum online from Jack's Small Engines. I did not receive it, but got six messages over the next month saying that parts were on back-order. When I clicked for more information on each notice the item was listed as "Ready to Ship". On May 3 I called and - after a 30 minute wait - spoke to a company rep. He got off the phone for several minutes and then reported back that my item had been received and was in the warehouse but because they were shorthanded it would not be shipped out for 1 1/2 to 2 weeks. I told him if I didn't receive a shipping confirmation by two weeks I would file a complaint. I want to file a complaint because I have a feeling this may be a sort of Ponzi scheme, where the company takes in new money and uses it to cover past orders that are derelict.Business response
05/23/2023
Our apologies for the delay in filling the order. The equipment has shipped this afternoon. The fed ex tracking # ************.Customer response
05/24/2023
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
04/06/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Had ordered parts on May 5, 2022. Was told that the parts are on backorder. Have received two emails to state that were unable to get parts from manufacture due to Covid shut down. I’ve called several times to see with my parts would be available. Was informed that they were going to go ahead and refund my money. i’ve called several times was told that my money was being sent back to me in a check. Check has not showed up. Talk to them so they would get back with me but no one returned my calls.Business response
04/07/2023
Our apologies for any delay in getting a proper payment out to the customer. A Check has been issued today for the full amount of the order of $18.88. The check number that was sent is **** and was sent to the address that the customer provided at the time of order. Thank you.Customer response
04/12/2023
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,
****** ******
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Customer Complaints Summary
29 total complaints in the last 3 years.
6 complaints closed in the last 12 months.