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:09/20/2024

  Type:Delivery 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.

  Ordered replacement part (CASTER WHEEL) for mower. Received incorrect part (FAN/PULLEY KIT). Contacted customer service number provided. Was given a case number and told "they'll get back to you" after an hour and twenty minutes on the phone. Two weeks later, no call, no email. Second call, gentleman says it will be resolved with a credit- no confirmation, no email, no luck getting him back on phone. Third call, the person acts like this is a completely new issue even though I have a case number. Still no refund. They ended up transferring me to the mower manufacturer who said they could not help me. 4th call, I'm placed on hold and told that no supervisor is available. NO COMMUNICATION ON STATUS OF REFUND.

  

  Business Response

  Date: 09/20/2024

  *****, Thank you for contacting us regarding the credit due to your account. Upon investigation I see where a Credit was issued ( Ref credit # CN005790 ) against your payment method at 12:43 today 9-20-2024. 

  Please be aware it may take 7-10 business days for the credit to appear on your statement. 

  Thank you again for your business and please accept our apologies for the mis shipment. 

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:08/05/2024

  Type:Delivery 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 ordered a carburetor from this company online. The item was never delivered. I was told it was lost by post office. Reached out to Gardner to file complaint. I was told I would be refunded. Nothing has happened. Also when purchasing online it said $58.20 but my card was charged $68.20

  

  Business Response

  Date: 08/05/2024

  *********, please accept our apologies for the delay in getting this sorted out for you. I have reached out to our *********** and found that a credit has been issued, Ref CN004468 today. 

  Please allow 7-10 business days for the credit to appear on your method of payment. 

  Again, I apologize for the inconvenience and please reach out if we can be of any assistance. 

  Thank You 

• Initial Complaint

  Date:07/13/2024

  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.

  Purchased lawnmower from Amazon July 5 2023. Lawnmower stopped working, emailed and called manufacturer, Gardner, Inc. After repeated calls and emails, have NOT received replacement lawnmower. *******, ************************************,advised me to cut the power cord and take a picture of this.Completed all forms and attached pictures to email to ********************************** on June 6 2024.Followed up with additional emails, with attachments again, and phone calls.Today, July 13 2024, received an email from *********************************** to submit the forms again!At this point, refund necessary of $139.09

  

  Business Response

  Date: 07/16/2024

  Mr. *********, please accept our sincere apologies for your inconvenience. In researching your situation I have found that a refund was processed for you. 

  You should be receiving a check from the Manufacture ( ***** NA ) within ***** business days from today. 

  If you have not received it in that timeframe, please reach out. Again, we apologize for the inconvenience.

  Thank You 

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  
  I have not received the refund check yet. 

  This will be resolved upon clearing the refund check. 

• Initial Complaint

  Date:06/14/2024

  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.

  Purchased March 2023 - Stopped working June 2023 -submitted request for warranty 7/23/24 continued attempts to check status 9/2023 spoke with *********************** submitted all again was told I will hear in 10 days , No replies from him , finally got on the line with a rep ( after 2 others ) and she successfully processed , only to find out it was on back order. shipped months later and its broken . I have all emails going back to first request . Mon, Feb 12, 7:54PM We received your warranty submission. Thank you for including all the necessary information. We have processed your request on order SO00383730. Please allow ***** business days to receive.

  

  Business Response

  Date: 07/10/2024

  *****, we apologize for the inconvenience you have experienced with the failure on your vacuum. the delay in getting this processed for you stemmed from the pictures of the cut cord, as required by the manufacture these were duplicated from the first replacement request you submitted. 

  We have now secured a 2nd replacement for your unit. The ***** tracking number is 276878714851. 

  Please be aware, per the Manufacture that this replacement will only have a 30-day warranty, If any failure occurs during that 30-day warranty, the complete unit (not the cut cord) will need to be returned. 

  Thank you for your patience during the extended time it tool to get this processed. 

• Initial Complaint

  Date:05/20/2024

  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.

  Purchased product from ************************************* was the wrong part. Returned product to purchase correct part. They told me they received the part back. Refund was never credited back to me. Requested for several months they said I would have to be patient. I was last told after I asked that my refund was approved. I call my CC there has been no refund. They don't reply unless I ask for an update. They say they paid me they have not provided any co formation of that payment or named the CC they refunded."Shortly after your package was received our company underwent an operating systems changeover.We have encountered quite a few 'bugs" in the new system that have prevented us from operating in the normal "business as usual" mode."Any help would be appreciated. This is bad business practice. Thank you

  

  Business Response

  Date: 05/23/2024

   

  ***, please accept our apologizes for the delay in getting your credit resolved. This is not a normal practice for our company to delay credits. You are absolutely correct that this should have happened in a timelier manner. 

  Not to make excuses, but with our new business system we are learning something new every day. What we have found that credits without parts returns are not a part of the systems capabilities. I have reached out to our credit **** to force a workaround. Instead of a credit to your card you will be receiving a check from our company. If you do not receive a check in the next ***** working days, please reach out to us. 

  We are very sorry for the frustration we have caused you and appreciate your business. 

  Thank You 

  Customer Answer

  Date: 05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/09/2024

  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.

  Bought a Craftsman Pressure washer Aug. 3,2023. I was using it for the 4th time and it stopped working. No pressure. I called Craftsman and they gave me an authorized repair shop. I took it there Jan. 30,2024. After a couple weeks I called to see if it was done and they told me they could not get through to the repair authorization office for approval. I called customer service, ********************** on hold for 1/2hr. finally got through to a rep on 3/15/24. 888-375-7500 Not sure if I am allowed to put her ext. or name. Gardnerinc.com. you can contact me for that info. She at first said she would contact the repair department, NRS, I can't. have emailed her and called her several times. She told me it takes a few days. Two months later and she won't answer or return my calls or emails. The repair shop says it still has no authorization. repair shop #************ claim #******* Craftsman 3000psi Pressure washer model #cmxgwfn061146 Serial #*********** mfg. date 5/25/23. Purchased at Lowes in ************ fl. 8/3/23

  

  Business Response

  Date: 05/13/2024

  ******************, thank you for bringing this to our attention. We have been in contact with the ******* center repairing your machine. 

  From a conversation we had with them this morning (5-13-2024) your machine should be repaired and ready to go.

  We apologize for the inconvenience you have experienced with you Pressure Washer

  Thank You for your business and if we can be of any further help, please don't hesitate to reach out.

   

  Thank You. 

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/19/2024

  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 purchased a Kenmore vacuum from Amazon on August 7, 2023, total cost was $184.01. The vacuum quit working at the end of February 2024. I submitted a replacement form with a photo of the cord cut per their request on March 1, 2024 I was told to allow ***** business days to receive the replacement vacuum. I requested an update on April 3, 2024, when I was told the unit was on backorder, and no date was given on when I would receive it. I have emailed multiple times requesting a refund and no one is responding to my emails anymore.

  

  Business Response

  Date: 04/22/2024

  ****, please accept our sincere apologies regarding your experience with our organization.

  We have reached out to the manufacture of the vacuum to investigate the delay. It looks like the unit was indeed on backorder when this process first began. 

  I have confirmed that a replacement unit is on the way from the manufacture. the unit is shipping Fed-Ex and the tracking number is 273646214192 . 

  Again, please accept our apologies, and if we can be of any further assistance please reach out. 

  Thank You 

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:01/11/2024

  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.

  Date of Filling out Warranty Paper: 11/22/23 Business Involved: Gardner, Inc Initiated Warranty Replacement: On 11/22/23, I filled out and sent the warranty paper to Gardner, Inc for my vacuum. Confirmation Email: The business committed to providing me with a replacement unit, as confirmed in the email received on 12/7/23. The email stated, "We have processed your request on order (**********). Please allow 15-20 business days to receive. The replacement unit will have the remaining warranty from the original date of purchase." Nature of Dispute: The dispute arises from the extended delay in receiving the replacement unit. Despite the initial confirmation on 12/7/23, I have not received the replacement as of 01/09/24. The lack of specific information and the ongoing delays have caused significant inconvenience. Efforts to Resolve the Problem: I have contacted the business multiple times via email on 12/20/23, 12/28/23, and 01/05/24, expressing my concerns and seeking updates on the status of my order. However, the responses provided have been generic, mentioning the transition to a new ERP system and backorder issues, with no concrete information on the resolution process or estimated timeframes. Order/Reference Number: The business provided the following reference number for my order: **********.

  

  Business Response

  Date: 01/11/2024

  *******, first let me offer our sincere apologizes for your inconvenience of not having a functioning vacuum. 

  The response you received was correct that we are in the middle of switching our business systems after 25+ years with the old one, but this is no excuse for you not receiving a satisfactory resolution.  

  Upon investigation, we are out of the replacements for your particular model number. We have reached out to the manufacture to secure a refund on your unit.

  Their policy is to cut refund checks once a week. They have committed to us that a refund for your unit will be issued next Wed. 1-17-2024. From that point, please allow average mail time of 5-10 working days to receive the refund check in the mail. 

  If that time elapses, please reach out to our customer service dept. manager referencing this BBB complaint. 

  Thank You and again our apologizes for your inconvenience. 

• Initial Complaint

  Date:01/10/2024

  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 had a shop vacuum that stopped working randomly and I found out it had a warranty on it. After reaching out to people for over 2 months, I still haven’t received a replacement vacuum or reimbursement check that they promised me and now I’m really aggravated and have wasted my time to not get anything.

  

  Business Response

  Date: 01/17/2024

  ******, we are very sorry for the inconvenience this situation has caused you.

  These types of failures are usually rectified by replacing your unit with a like-kind or upgraded unit. At the present time neither of these are available. In these cases, we work with the manufacture to secure a refund on your behalf. this is in the process now. you should here from one of our agents within the next 2-3 working days.  

  Customer Answer

  Date: 01/29/2024

   I am rejecting this response because:

   

  Good morning,

   

  The company never reached out to me and so they lied in the complaint. Is there anything further I can do? They did not do anything to remedy the situation of a warranty. Very dissatisfied with this. Will have to do another complaint with Florida consumer services since this did nothing to help. You guys closed the complaint with the company doing nothing and lying to you in the process. They never reached out to me after saying they would send a check.

   

  ****** ***********

  
  
  

  
  

  

  Business Response

  Date: 02/02/2024

  Mr. **********, again we apologize for the delay in obtaining a refund for your unit. This is a multilayered process where 2 different companies are involved. 

  Gardner is the customers direct contact for any issues that arise with this brand of product. The manufacture is the company responsible for the refund check being mailed to you. 

  With this being said, we have reached out to the manufacture and were assured you would receive a check this week. 

  If you have any concerns please reach out to our Customer Service Dept managers for assistance. 

  Thank You 

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  The business did finally get me the check with the correct name on it. Thanks for your help in this regard. You’re awesome and I hope you had a great weekend.

   

  Sincerely, 

  ****** **********

• Initial Complaint

  Date:12/06/2023

  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.

  We purchased the ********* ************ ******* ***** series on April 13,2023 from Amazon. for $83.50. It had a five year warranty. It quit operating by September. I gave them everything they requested to receive a replacement vacuum. They have never responded to the first email or a follow up email in October. There was no phone number in their booklet only an email and fax number. Postal address matches your address. Please see if you can help.

  

  Business Response

  Date: 12/15/2023

  Ms. ***** we sincerely apologize for you inconvenience in this matter. I understand you have been contacted by one of our Customer Service Representatives, and a replacement unit is being sent to you. 

  If you have not received the replacement in 10-15 working days please reach out to us. The unit is being sent directly from the manufactures warehouse so it may be a little longer than normal but again you should receive it in approximately 10-15 working days. 

   

  Thank you for your patience and making us aware of the situation.