ComplaintsforSnow Joe LLC

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a snow blower from this business. The blower works well but I have a defective mid handle connecter/ lock and it needs to be replaced. I have been writing them for over a year and response is part is out of stock and in high demand. I also offered to pay for part so my blower works.

  Business response

  09/24/2024

  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

  09/25/2024

  I tried to upload 2 photos and your website did not accept so I sent it directly to SnowJoe . They were just a photograph I can not make them any smaller. The picture was of the failed part. Front view and side view. 
  
  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.
  
  Regards,
  
  ******* *******

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  : I have been told at least 4 times now that a manager or supervisor will be calling me back within 24 / 48 hrs and I have NEVER heard from anyone.

  Business response

  09/13/2024

  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 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My garden cultivator by Sun Joe Model TJ599E which was purchased in 2021 broke. A blade fell off while I was using it. I am glad that it didnt injure me. I called the company and there are no replacement parts. I also wanted to report this as a safety concern. Why doesnt a company have replacement parts for fairly new items? Is there a law that covers this ?

  Business response

  09/09/2024

  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 ***

  Customer response

  09/20/2024

  
  Complaint: 22251644
  
  I am rejecting this response because:
  
   No, this issue has NOT been solved. This company did not have the part
  for an item that was purchased and broke. Its not under warranty, but Ive
  only used this garden cultivator twice. All I wanted was to purchase the
  part that broke. This company offered a warranty for an extra year IF I
  purchased a new unit. Why would I do this ? This company has failed me. If I
  made another purchase, which I refuse to do because I have no confidence
  that a new unit wouldnt just break and there would not be parts to
  purchase.
  I am still unsatisfied and will be very vocal on social media and other
  platforms. Companies like this one should not be able to operate this way.
  Replicable companies have spare parts for purchase or they stand by their
  items even beyond warranty and help consumers. Not this company. What can I
  do? I would like this question answered.
  Thanks,
  **************************************
  ******************
  ********, NY 12528
  **************
  
  Regards,
  
  **************************************

  Business response

  09/24/2024

  Hello *****,

  Thank you for bringing this matter to our attention. We apologize for the inconvenience caused by the unavailability of the part you require and for any frustration due to your unit being out of warranty. 

  We understand that the part you need is currently out of stock. While we strive to maintain inventory for all necessary components, unexpected supply chain challenges have delayed restocking. We are actively working to resolve this, but at this time, we do not have an exact restock date. 

  However, as a gesture of goodwill and to ensure your satisfaction, we would be happy to have the part shipped for free one it becomes available or offer a 1 year extended warranty on a new purchase of a Sun Joe tiller from ***********.  We value your business and appreciate your understanding in this situation.

  Thank you

  Customer Service Team

  Shop ***
  
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a SunJoe Power washer SPX205E-XT as a gift in Dec 2023. I used it for the first time in July 24. I was able to use it for about ***** minutes then it quit working. I thought maybe it over heated and I would just wait. So, it was 2 weeks, and I tried to use it again and nothing, it did not work. I have emailed the company 4 different times with no response. This product has a 2-year warranty, and I would like to have a replacement. I have registered and I am not able to do anything with this account. If this is the type of business and products that they use then I will make sure that I tell everyone not to buy their products. I understand sometimes you just have a lemon but getting no response is unacceptable.

  Business response

  09/05/2024

  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

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought aquajoe 75' fiber jacket hose model#ajfjh75-xt1 from big box store that carries sunjoe products. hose was used about 10 minutes before leaking in middle of hose. paid about 29 bucks for hose. store where purchased was 30 miles from me so l bought a hose splice to repair it. that lasted about a day and another leak showed up in a different part of hose. repaired it and started using it when a third leak appeared. loved the light weight of hose and wished it would have held up however after looking at the inside white thin rubber hose inside the sheath it was obvious this hose light weight use at minimum and would never last. contacted company sunjoe and heard nothing. will never purchase from them again.

  Business response

  09/03/2024

  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

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Sun Joe MJ401C in July 2021 and it died under warranty. I called the company for a replacement and was told that this model was out of stock. I was offered a corded mower as a temporary replacement until the model I originally purchased was available again. I agreed to this arrangement though it ended up costing more money as I had to purchase a $50 extension cord in order to use the stand-in corded mower. I asked them to provide the cord, but was told it was not part of the arrangement, which was not originally disclosed. When I asked them to provide the cord anyway, I was told a $50 cord did not meet their shipping minimum, so I needed to purchase the cord on my own. I should not have been asked to spend additional money on a machine that was merely a stand-in until the original machine I purchased became available.A year later, I received an email that the MJ401C was back in stock, so I contacted the company to ask how I could send back the corded mower in exchange for the model I originally purchased, as we had agreed upon last summer.I provided the original documentation, showing that my original mower was under warranty when it died.Since June, I have had several email exchanges with the company in which I outline the agreement described above and, in return, have twice received the same form email that states that the corded mower I was sent does not extend the warranty on the original machine. I have explained that I am not contesting that and wish to have the original agreement honored. It is now September. They have not responded to my emails since June 20th. I have emailed them twice since then asking them to honor my agreement.I have not called as I want my exchanges with the company in writing.I would just like the company to honor the original agreement or, at this point, refund my money for the original machine.

  Business response

  09/03/2024

  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

  09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an electric lawn mower with a two year warranty. After a little over a year it stopped working. The company is saying the model I purchased is out of stock and trying to give me a different model. The one I purchased had a removable battery, which was a very specific need. The one they are offering has a built-in battery, which will not work for me. The are only offering this or a store credit. However, everything they have in stock with a removable battery is significantly higher priced, as most items are out of stock. Apparently this is a very common complaint with this company. I am basically expected to accept something I don't want or to use credit and more money to buy something else. I don't feel that this is sufficient.

  Business response

  08/30/2024

  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 ***

  Customer response

  08/30/2024

  
  Complaint: 22213510
  
  I am rejecting this response because:
  
  They are saying they will have someone contact me, but I have been in contact with the company for over a week. If they do actually contact me and make things right, I will accept the response. 
  
  Regards,
  
  *******************

  Business response

  09/03/2024

  Hello *****,

  We appreciate you for bringing this to our attention. After reviewing your account in our system, I see that *********, one of our Team Leads, has been assisting you with this matter. It appears he has offered a few options: replacing the unit with the upgraded 24V-X2-17LM model or providing a store credit to assist with the manufacturer's warranty.

  Thank you

  Customer Service Team

  Shop Joe 

• Initial Complaint

  08/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My problem is with the Sun Joe corporation. We purchased a Sun Joe's SPX 3000 Xtrem pressure washer. We only used the pressure washer two times before it broke. Sun Joe refused to honor the two year warranty because they said the warranty is invalidated since the part is not available to fix their product. The pressure washer had very cheap plastic pieces inside the power washer. Sun Joe had to know that this part would not work with the pressure this product used. This is poor design and manufacturering to use a cheap piece of plastic to attach the water supply hose. It broke the third time we tried to use it. Pressure washers must have a water source (a hose) to be used. The Sun Joe company will not or cannot provide the replacement part. Sun Joe then voids their own warranty if they do not stock the part to make the repair. This sounds like a scam. If Sun Joe company does not have a replacement part they invalidate their own warranty? Sun Joe should immediately replace our power washer. Buyer beware of making a purchase of anything manufactured by this company.

  Business response

  08/27/2024

  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

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spx3000 Sunjoe pressure washer. A year ago the two soap dispensors were crushed and destroyed. I have been trying to buy replacements from Sunjoe for a year now and none are ever in stock. I spoke with a representative on Messeger today and was first told to wait 4 to 6 weeks and check back, but after 20 minutes I was finally told there are no plans to manufacture anymore soap tanks at this time. I didn't register the product and I don't have the receipt, but I don't know that would help here anyway. My complaint is that there are new spx3000 units still being sold and you cannot depend on this company to get replacement parts for their products.

  Business response

  08/27/2024

  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

  09/16/2024

  
  Complaint: 22185495
  
  I am rejecting this response because:
  
  I had been corresponding with Snowjoe and waiting for their reply When you closed out my complaint. They were considering sending me a now unit and refunding the money I spent on parts that didn't fit. Now that you closed the complaint they quit corresponding. I want this complaint reopened.
  
  Regards,
  
  ***** ***

  Business response

  09/18/2024

  Hello *****, 

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced. I want to clarify that we have not closed your complaint. Upon reviewing your account, I can confirm that one of our team leads has been actively involved in addressing this issue. They are working closely with you to ensure that we reach a resolution that meets your expectations. We take your concerns seriously, and our goal is to ensure your satisfaction throughout this process. Were here to help and appreciate your continued patience and understanding.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Regarding existing support ticket (#******) there are more support tickets due to the length of trying to get help with this process but this is the most recent one.I have been trying to get assistance for almost 2 months, being run around in circles by support, with some of my emails getting ignored and others being answered but with unhelpful responses. I've also called countless times only to give the same information, then being told what I need to resolve the issue without them honoring their part and sending me the replacement parts.In early July I contacted Shop *** (Snow Joe LLC) regarding a Sun Joe SPX3160 pressure washer that I received within the warranty period. Within the 4th use of the product there was a warranty failure within the "trigger gun" and high pressure hose meet. I can't achieve pressure and water just leaks out of the trigger gun. After multiple phone calls and emails, they sent me the wrong parts pack to fix the issue.After MORE calls and emails, after being promised to fix the issue under warranty claim, I'm left almost 2 months later being told that the replacement items are out of stock with no clear restocking date. When I attempted to get an update I got no response.It is unreasonable to offer a warranty and make customers jump through this many hoops without being able to send replacement parts or replace the full kit within a reasonable amount of time.I am tired of waiting and being ghosted and if the replacement parts aren't in stock I am requesting a supervisor contact me and just ship out a brand new kit/item, that has all the parts included. It's currently in stock even if the parts aren't: **************************************************************************** If that pressure washer isn't available, please swap it for one of equal or greater value.Please contact me as soon as possible since it has already been quite some time.*******************

  Business response

  09/03/2024

  Hello *******,

  We appreciate you bringing this to our attention. After reviewing your account in our system, I see that *********, one of our Team Leads, has been assisting you with this matter.  A new replacement unit has been processed and shipped though ***** with tracking number 409585331395.  ********* on ***** website it states that it was delivered on 08/26/24. 

  Thank you

  Customer Service Team

  Shop Joe 

  Customer response

  09/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

*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. ↩