ComplaintsforSnow Joe LLC

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Snow Joe-Sun Joe will not honor their warranty. The pressure washer came with a 2 year warranty, but I bought a 3 year addition warranty. Purchased in August of 2022. They say they need a copy of original invoice of buying product. I registered this product after receiving and bought the extended 3 year warranty. The product was bought directly from ********** and the additional warranty was paid for by my credit card sometime in August of 2022. They should have in their records when I purchased it and price paid. When I registered pressure washer it asked for model, serial no. date., and from who I purchased. Plus I bought a 3 year extended warranty. ***

  Business response

  06/17/2024

  Hello ******,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my deep dissatisfaction with the service and products I have received from Sun Joe. I have been a loyal customer for the past few years, investing significant amounts of money in the products and the batteries required for them. While the warranty terms are appealing, they are effectively meaningless as all products are consistently out of stock, making it impossible to honor the warranties.Recently, I had three Sun Joe products malfunction, and despite the warranty promises, they were unable to replace them with anything. Instead of providing a refund, I was only offered store credit to purchase more products, all which are also out of stock. Adding to the frustration, to order on their site they charge an outrageous shipping fee upwards of $40.I have no choice but to accept the store credit, but it feels like throwing money down the drain as Im out the money and the product, essentially left with no resolution. Recently, I contacted customer service about a product that completely broke, and once again, I was only offered store credit. However, it has been over two weeks, and I have yet to receive the credit. Despite my incessant follow-**** I have been ignored, resulting in the one product I intended to purchase with the store credit becoming out of stock.This entire experience has been extremely frustrating and has left me feeling neglected as a customer. I urge ********************** to address these issues promptly and provide a meaningful resolution, including the timely issuance of the promised store credit and ensuring that products are available to honor warranties.

  Business response

  06/14/2024

  Hello ******,

  We apologize or all the inconvenience you have encountered.  After looking up your account in the system I see that a store credit has been issued and a Gift Certificate code in the amount of $26.99 with code ending in c9dg9 was emailed on 05/23/24.

  Thank you
  

  Customer Service Team

  Shop ***

  Customer response

  06/14/2024

  
  Complaint: 21797850
  
  I am rejecting this response because I have experienced numerous additional issues since this complaint, which was made weeks ago. Your response only comes after eight follow-up emails over several weeks and multiple chat conversations demanding resolution. I also specifically requested a response to the BBB complaint and for leadership to contact me directly.
  
  There were other concerns in my complaint, yet you are only addressing the one that I had to spend weeks resolving on my own. This is unacceptable. I need you to address all points in the complaint.
  
  As I informed your chat support, I continue to have issues with the lawn mower blade flying off, which is extremely dangerous. Your resolution given last year to tighten the bolt is insufficient and does not last. This issue needs a permanent fix.
  
  Additionally, you send me surveys on how I would rate my support, but when I attempt to provide feedback, it states that the ticket is already closed, within seconds of receiving it. This appears to be a tactic to avoid receiving negative feedback because you know the rating would be poor.
  
  I have my lawyer on standby for all these concerns you have continuously failed to respond to and resolve.
  

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

  Business response

  06/14/2024

  Hello ******,

  Thank you for bringing this to our attention.  We take all matters seriously and want to ensure our consumer is assisted.  I will have one of our Team Lead contact you to take care of this matter to satisfaction. If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Device was purchased from Amazon roughly 2 1/2 years ago, September 5, 2021. I used the machine a handful of times and never had any issues. I actually recommended the machine to friends and family. Recently, it stopped working while in the middle of me using it and will not turn on. I understand I am outside of the warranty period but would have liked some kind of support for a replacement maybe at a discounted price. For this device to fail on its own with no real aggressive use is unacceptable. I tried speaking to customer service and they offered an extended one year warranty on a new device. No thanks. Why would I buy another device from this manufacturer if it will most likely fail again right outside of the warranty period? I am disappointed in Sun Joe customer service. All I wanted was some support on this situation and was told to purchase a new machine.

  Business response

  05/30/2024

  Hello *****,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Last year, I had a warranty exchange and the mower that I had was out of stock. They upgraded me and promised me an additional two year warranty with the new mower. Just like last time, when I login, none of my warranty or purchase information shows up. I was finally contact regarding the old mower(401JC) and No acknowledgment of the upgrade in my communication earlier this week. They sent me this mower in 2023. I just want them to honor their agreement and within that agreement, replace the defective wheels on the front of the mower.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This has got to be the shoddiest Scarifier/Dethatcher ever made. The only metal parts are the handle and blade. Everything else is plastic. On Friday, May 10th, 2024, I called the company about a problem I had with Sun Joe. The motor ran but the blade would not engage. They referred me to a ******* video to replace the fan belt. Upon inspection the fan belt was still intact. A waste of $18 for replacement belt. Then, I was told the Switch Lever may be bad. Since I'm not qualified to do electric repair, I asked Sun Joe for a return code so that they could repair the Switch Lever at my expense. They don't have a repair shop for their products. I asked for the address of an ************************* in my area so that I could get it repaired at my expense. There are none in ***************** or anywhere else in the ************* ( although I was told by Rep. on the phone to " ask neighbors or friends for referral to a repairman ??? ") Finally, I now have a broken machine with no idea of how to fix it.

  Business response

  05/23/2024

  Hello *******,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

  Thank you
  Customer Service Team
  Shop ***

  Customer response

  05/23/2024

  
  Complaint: 21728309
  
  I am rejecting this response because:Their offer for me to purchase ANOTHER product from them with a one year warranty only benefits THEM.
  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a weed eater from them and it broke after the 1st use. It came with a full 1 year warranty so I contacted them to get it replaced and provided everything they asked for. After 2 weeks of them asking for all the documents they finally responded that they are out of stock and cannot honor their promised warranty

  Business response

  05/16/2024

  Hello ******,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction was: 4-27-22. Registered: 3 year warranty. Item is a : Sun Joe battery operated Sprayer. Complaint: Defective battery. No longer recharges. I am requesting a replacement.

  Business response

  05/14/2024

  Hello *****

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a woodchipper in 2023 that stopped working within a few months of purchase and well within the warranty period. We contacted Snowjoe to inquire about a replacement given that this item was still under warranty. We were told we had to return the item to Snowjoe - not the store from which we purchased the item - but Snowjoe, and only when they had received this item would they send us a new chipper. It took several days to receive a return slip, but we finally received one from Snowjoe, returned the chipper, and waited for our replacement, which Snowjoe had assured us that they would send once they received our chipper. After waiting for a new chipper, we contacted Snowjoe (our fifth time at that point) only to learn that they had in fact sold the chipper that was supposed to be our replacement and had failed to notify us of this. Apparently, Snowjoe doesn't know when this item will be in stock, but if we're interested we can receive a mulcher (Snowjoe doesn't seem to understand that a mulcher and a chipper are not the same). Snowjoe refuses to refund our money despite not having the product we want and will only offer a store credit. This is of no use to us given that they have nothing we are interested in purchasing other than a chipper. We have spent hours arguing with them over this issue to no avail. We have contacted them repeatedly to inquire about when we can expect to receive a new chipper only to be told that they do not know. As of now, we are out of approximately $160 because they refuse to refund our money and we still do not have a chipper. We find it troubling that this seems to be a common practice with this company. Other reviews indicate that the company waits until the warranty on a product is about to expire, sends a new faulty product to replace the old faulty product, and then declares that the product is outside of the warranty period and the consumer is out of luck.

  Business response

  05/09/2024

  Hello *******

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

  Thank you
  Customer Service Team
  Shop Joe 

  Customer response

  05/10/2024

  
  Complaint: 21680372
  
  I am rejecting this response because I have been in contact in Sunjoe for the past six weeks requesting a refund for an item that stopped working under warranty and has been out of stock since that point. At this point, the item remains out of stock; given the length of time we have been waiting for Sunjoe to rectify this issue and the endless communication we have had with this company regarding this matter, anything other than a refund is insufficient. In sum, we want a refund and are tired of begging Sunjoe to do the right thing. 
  
  
  Regards,
  
  Ash *******

  Business response

  05/17/2024

  Hello ***,

  I understand your frustration and want to assure you that we are here to help and assist in resolving this matter to your satisfaction. Your concerns are very important to us, and we are committed to finding a solution. To that end, I will make sure that one of our Team Leads reaches out to you directly. They will work closely with you to provide the necessary resolution and ensure that this issue is fully addressed. Thank you for your understanding.

  Customer Service Team
  Shop ***

  Customer response

  05/20/2024

  
  Complaint: 21680372
  
  I am rejecting this response because:
  
  

   

  I am following up to check on the status of my complaint. Sunjoe continues to not provide me with a refund.

   

  Thank you,

  Ash *******

  
  
  Regards,
  
  Ash *******

  Business response

  05/20/2024

  Hello ***,

  After reviewing your account in our system, I see that Team Lead ********* is currently assisting you with this matter. We want to assure you that your concern is a top priority for us and we are committed to resolving it promptly to your satisfaction. We greatly appreciate your patience and understanding as we work through this process.  

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the indestructible garden hose sprayer less than a year ago on Amazon. Has been stored inside.Now it leaks in a number of the different spray position patterns. Contacted the company over a week ago to file warranty claim and never got a response. I noticed they stopped selling the hose sprayer nozzle on Amazon as well as in their website.

  Business response

  04/18/2024

  Hello ****,

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our *********************** Lead, Kleber, at ****************************.

  Thank you
  Customer Service Team
  Shop ***

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So we used your Snow Joe MELT25EB on our concrete loading dock in January of 2024, an item that they advertise as safer on wood and concrete and it ruined our loading docks. It cause the concrete to disintegrate and eventually fall apart.

  Business response

  04/04/2024

  Hello *******

  We apologize for any inconvenience you have encountered.  I will have one of our Team Lead contact you to further assist in this matter.  If you would do not receive any communication within 24 hours, please send an email to our Senior Customer Service Lead, ******* ** *****************************

  Thank you
  Customer Service Team
  Shop Joe

  Business response

  04/08/2024

  Hello *******

  Upon reviewing your account in the system, we have confirmed that we are offering a full refund for the product in question.  We understand the complexity of identifying the cause of damage to concrete surfaces and have thoroughly reviewed the matter. However, despite our efforts, we are unable to definitively establish a direct connection between the use of the ice melt product and the damage to your concrete loading docks.  Again, we apologize for any inconvenience this situation has caused and appreciate your understanding.

   

  Thank you

  Customer Service Team

  Shop Joe

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The manufacturer is not providing compensation for the damage their product did. They are stating it didn't cause but also state that it's inconclusive. So they should send an independent expert to properly conclude rather than dismiss the claim it didn't cause an issue because the issue wasn't there until we used their product.
  
  Regards,
  
  ****** ********

  Business response

  04/09/2024

  Hello *******

  We understand the complexity of this situation and recognize the challenge of determining the cause of damage to concrete surface. Regrettably, we have been unable to conclusively establish a direct link between the use of the ice melt product and the damage to your concrete loading docks. We are offering a full refund for the product in question.  Again, we apologize for any inconvenience.
  
  Thank you
  Customer Service Team
  Shop Joe

*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. ↩