ComplaintsforSnow Joe LLC

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 100 ft Aqua ******************* Hose about a year ago (May 15, 2023) and immediately registered the product online with Aqua ***/ Shop ***. The warranty is valid for 2 years and shows as valid until August 2025 in my account. a few weeks ago i had to file a warranty claim as the hose started leaking about 5 feet from the connector. I provided photos, answered multiple sets of questions and their response time was only a couple days. But after I submitted the final set of answers, I haven't heard anything for 2 weeks. I did follow up multiple times asking for the status of my claim. Finally I got a response, but the agent offered me help to register my product? Excuse me? All this in their ZenDesk paper trail under the same ticket ID! This is a stalling tactic. They refuse to stick to their warranty by ghosting my follow **** This is bad business practice. They offer 2 years of warranty. They need to send me a new hose since the one I bought a year ago is leaking.

  Business response

  07/16/2024

  Hello *****,

  We apologize for any inconvenience you have experienced. After thoroughly reviewing your account, I can confirm that a new replacement hose has been requested on your behalf. This replacement will be shipped under the new order number SJWTY00486332.  We understand how important it is to have your equipment in working order, and we are committed to ensuring you receive the replacement as quickly as possible.

  Thank you

  Customer Service Team

  Shop ***

  Customer response

  07/17/2024

  
  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

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Ive made 4 requests to SunJoe about replacing a warrentied defective product I bought (lawn trimmer) starting 6-1-24. Only to be met with a horrendous customer agent. Not only did the agent show ZERO interest in following through and processing my warranty claim, theyve now ceased any responses. Leaving me with no communication, or fulfillment of their warranty, for SIX weeks. I was originally advised my specific product was unavailable and was offered a model close to my product. I responded Id rather have the product I bought, but reluctantly agreed to the alternative model. Ive received No replacement of my original model or the offered the model, no communication, no responses , no nothing. For reference, SunJoe provided me a complaint reference of ***** to address their product failure and the warranty resolution. I have repeatedly requested a response. With ZERO response. I just checked the original receipts that I had forwarded to SunJoe 6-1-24 , a company called Zendesk is advising SunJoe is no longer using their platform.!.! Did I just get taken?? I want an apology and an expedited delivery of my covered product (it is currently,and HAS,been widely available since filing for my warranty replacement.

  Business response

  07/12/2024

  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

  07/13/2024

  
  Complaint: 21978908
  
  I am rejecting this response because:
  
  
  No one contacted me in the 24hr period promised. Disturbing I need to continue to chase this company down. Rest assured I will get my replacement 
  Regards,
  
  ***********************

  Business response

  07/16/2024

  Hello ****,

  I am sorry to hear that no one has contacted you.  I will ensure that our *********************** Lead, Kleber, contacts you today and rectify this matter immediately. 

  Thank you

  Customer Service Team

  Shop ***

  Customer response

  07/16/2024

  [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 the resolution offered is unsatisfactory, however, necessary to accept in order to receive my warranty replacement. 11 weeks to fulfill a warranty is an unpleasant experience that I will not entertain again. Ill simply stop buying from this company. Thank you for your help in getting the company to respond.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased several items from Snow Joe and was very satisfied with their products. My trouble started when I tried to contact the company about an issue I was having with a battery. I called their service number June 6,2024 and after 15 minutes on hold a message came on and said no one is available at this time and to try again later. I was disconnected. I then went to their website and found their service department. I emailed my issue and wanted them to call me back as I felt this was something that could be resolved in five minutes. Shop *** responded with the first email on June 10,2024.They had me check battery leds and charging indication. I replied right away with what they asked for and again stated that this could be solved easily if someone contacted me directly !Three days later I got another email asking for model numbers. Again I sent what was asked for as well as another request for a tech to call me . I received another email on the 17th saying that a hard reset of the device could solve the problem. They sent diagrams of how to do this, however the device was not the same as what I have. At this point I was completely frustrated. I sent a reply telling them that they are not understanding what the issue is and they need to contact me. The next day they sent another email asking for purchase dates for warranty coverage. I sent all receipts and warranty slips.On June 24 they sent an email saying that even though they stand behind their product my item is not covered because it was purchased from an unauthorized retailer. They continued saying that I should contact the retailer for support and guidance on THEIR product.This is ridiculous to me. Why didnt they tell me this when I registered my devices for warranty? I would have returned all the products right then. A new battery would have solved this. I just want to let the public know to be aware of SunJoes ***************** and misleading warranty. Sunjoe and retailer are both at fault here!!

  Business response

  07/11/2024

  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

  07/16/2024

  
  Complaint: 21970735
  
  I am rejecting this response because:
  Sun Joe will not send a new battery until I prove to them that I have disposed  of the defective battery? When I receive the new battery and test it, I will close the case with the B.B.B.
  
  
  Regards,
  
  *********************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received Sunjoe Blower with battery and charger today. Everything works but the quick battery charger was damaged with contacts bent and missing. Would like it replaced but after 3 hours on my computer and one hour calling help line number was put on hold 3 times with no answer. I like so *** products but At 82 years of age have no way of finding a way to exchange the battery charger

  Business response

  07/11/2024

  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

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Approximately two years ago I purchased a Sun Joe power washer. After some use the machine failed. I contacted Sun Joe and they were kind enough to replace it with another machine even though the warranty had expired. My problem is that the replacement machine they sent me does not work.When I contacted their customer service requesting them to send me a working machine they refused.I have written to ************** about this problem but to date I have had no response. Can you please help me with this matter?

  Business response

  07/11/2024

  Hello *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced with your new replacement Sun Joe power washer.  We appreciate your acknowledgment of the initial replacement provided outside of the warranty period. As you mentioned, the manufacturer's standard warranty covers a period of two years from the date of purchase. Unfortunately, the new replacement unit you received falls outside the standard manufacturer's warranty period.  However, we encourage you to contact the manufacturer so that a customer representative can conduct a trouble shooting on the unit. We appreciate your understanding.

  Thank you

  Customer Service Team

  Shop ***

  Customer response

  07/11/2024

  
  Complaint: 21963293
  
  I am rejecting this response because:
  

  I am confused. Below is an email sent to me yesterday by their customer service representative, indicating that they can replace the unit. 

   

  We understand your situation. Please be advised that the replacement item doesn't come with its own warranty coverage; it is based on the original date of purchase. However, we can proceed with replacing your unit as a one-time courtesy, given that you have been offered this before.

   

  Now, they are responding to you indicating that I have to contact the manufacturer. Please contact them and find out what is going on.

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

  Business response

  07/16/2024

  Hello *****,

  Thank you for bringing this matter to my attention. After reviewing your account, I see that we are willing to replace your faulty unit as a one-time courtesy. Our customer service representative has requested that you verify your shipping address via email so that we can process and ship the warranty replacement unit.  Please understand that this replacement unit will not come with a new warranty, as this is a one-time courtesy.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 26 April 2023 I ordered a pressure washer (Model # SPX4003-ELT, Serial # ************** from online retailer MEH.com. It was delivered 3 May 2023.For a couple of months now it has not worked. It powers up for 3 to 5 seconds and then shuts down despite being properly connected to a water source and a power source.I have called the company at least half dozen times at ************ to file a claim based on their 2 year warranty.On my 1st call, the gentleman answering the phone said I had to have him coach me on the proper operation and testing of the machine. When I said I'd need about 10 minutes to go outside to retrieve and hook up the machine, he said to call back when I was ready.I have since called back numerous times. Every single time the company's phone system answers, says there will be a wait time of 7 or 8 minutes and then hangs up on me after being on hold for 20 minutes.Only 1 other time was I able to speak with a human being, a woman named *********. At the time I did not have my purchase information immediately at hand and so upon my request gave me a case # - *****. She then told me to call back which, as stated above, I have tried to do on numerous occasions to no avail.

  Business response

  07/09/2024

  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 ***

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a snow blower, hedge trimmer and tab weed ****** from QVC. All worked but the tab weed ******. Contacted Snow Joe 5-1-24 and was advised to return all three products in the same box it was sent, confirmed warranty, and given a fed ex slip by email. Never heard back and contacted them, advised when in stock they would send it out. Finally reached someone else on 6-21-24. (***********************************) Was promised that I would get an email indicating that I can purchase products for the amount I paid, $199. Again, no response and annot reach anyone by calling, just get left on hold, and no one is responding to my emails. Worst company I have dealt with in a long time.

  Business response

  07/08/2024

  Hello *****,

  We apologize for any inconvenience you have encountered.  After reviewing your account, a store credit in the amount of $149.00 has been issued.  A gift code ending in 66HC has been sent to your email.

  Thank you

  Customer Service Team

  Shop ***

  Customer response

  07/13/2024

  
  Complaint: 21945469
  
  I am rejecting this response because:
  
  I went to the website, all of the products that I wanted are out of stock. I selected three different things that I really dont want, and the code doesnt work that they gave me. This has been a pattern since I started down this long road. at this point I want to refund of the $199 that I spent. Either that or they can send me the products that I ordered I dont wanna have to put codes and go to websites and try to spend a half an hour, selecting things that are out of stock. I am totally frustrated with this business and their total unprofessional attitude.  Send me the products that I requested or give me a refund. I think that is fair. 
  
  Regards,
  
  ***********************

  Business response

  07/16/2024

  Hello *****,

  We understand your frustration with the unavailability of the products you want, and we are working diligently to replenish our stock.  I have verified that the gift card code issued to you is valid and does not have an expiration date.  While we understand your preference for a refund, please note that because the original purchase was made through one of our authorized resellers and not directly through Shop ***, we are unable to access their system to process a refund.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a lawnmower that I bought that has a missing part that needs to be replaced. I tried calling the company once a couple months ago and they told me the part wasnt in stock. Been trying to call back for the past few days and I am just left on hold for 20 minutes and it then hangs up on me. Their customer service is nonexistent and they dont seem to be able to help anyone with a problem with their products.

  Business response

  07/03/2024

  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a SunJoe pressure washer to which I used one single time for a total of 30 minutes. A few months later I attempted to use it a second time and it made a quick sound and then shut down. I went and purchased a new extension cord thinking it was that. It wasnt. It did the same thing. I then had my electrician come to my home and remove the weather box from one of my outdoor outlets so that I could plug it in directly. Nothing changed, and it still didnt work. In addition to it not working, the yellow head was stuck on there. I called Sun Joe for help. They performed mild troubleshooting and then told me that it needed to be replaced which I was not happy about since I had a handyman coming to my home later that day to power wash my patio. I asked them not to process the replacement just yet as I wanted to see if a stronger hand could remove the nozzle and maybe that was the problem. The handyman who is a very strong man was also not able to remove head or get it working. I had to pay him for an hours tine for just coming out and not getting anything done because the power washer didnt work. I then emailed Sun Joe to process the replacement. They followed up days later with disposal instructions which I followed to my understanding and provided them photos. Two plus days later, I get a response that they need an invoice to which I didnt have. Now the days passed in between and the trash men took the power washer that morning. It was gone and now they want to verify purchase. The absolutely shouldve verified everything before sending disposal instructions. I now am out of a power washer and the money for it, along with the Sun joe hose which they were also replacing because it kinked in a plethora of different spots and was almost impossible to use. I couldve brought it somewhere to be fixed. Now its gone due to their poor customer service and leadership. They made this sound so quick and easy and Im going on months without it.

  Business response

  07/02/2024

  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

  07/15/2024

  
  Complaint: 21930043
  
  I am rejecting this response because:
  
  I didnt respond yet because the issue hasnt been completely resolved yet.
  The case is now closed but I didnt receive my replacement yet that was
  promised and they refused part of the replacement after having me throw away
  my machine and hose. The have strung me along for months and are still doing
  it. I am expecting to receive the pressure washer itself. As I said the
  declined the hose replacement which they had me throw away.
  
  
  Regards,
  
  *******************************

  Business response

  07/16/2024

  Hello ********,

  We apologize for any inconvenience.   After reviewing your account, I can confirm that a new replacement unit has been processed and shipped under the manufacturers warranty. It was sent via ****** and the tracking number is 403581299616.  According to the ***** website, your replacement is scheduled for delivery today, July 16, 2024.

  Thank you 

  Customer Service Team

  Shop ***

  Customer response

  07/16/2024

  
  Complaint: 21930043
  
  I am rejecting this response because:
  
  They did replace the pressure washer after months of having to waste hours of my time calling and emailing and getting avoided. Only after I took the route of reporting to the bbb did they agree to replace it, and they still havent replaced the hose which I was also told to destroy so I am not satisfied with the outcome and will continue complaint further. I now still cant use the pressure washer because I dont have a hose. They need to stand behind their products without making people jump through hoops and stand behind what they say. Not replacing my hose as well that was a sun joe product which was defective that they advised me to dispose of is wrong. 
  
  Regards,
  
  *******************************

  Business response

  07/22/2024

  Hello ********,

  Thank you for bringing this to my attention. I understand the frustration regarding the time and effort you invested in resolving this issue. While I am pleased that we were able to replace the pressure washer, I recognize that the replacement of the hose is still pending.  After reviewing your case, I see that the 100ft hose you mentioned is not an Aqua Joe hose. I understand you disposed of the hose that was being used with the Sun Joe pressure. We are actively seeking a solution to assist you with your hose situation and will provide an update shortly.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a SunJoe pressure washer and it only worked for an hour, and has a two year warranty, but SunJoe customer service is almost no-existent, One time I waited almost an hour until A guy picked up and told me they don't have a software selection to honor any warranty, or replace a defective product sold on Amazon, but would email me back in a week if they got the computers working again I kid you not lol! Anything purchased through Amazon is not really covered by SunJoe, even though they have a 2 year warranty. $180 down the drain with no other options and Amazon will not help either. I should have bought from Harbor Fright, they replace defective items, SunJoe Does Not! All I wanted was a working pressure washer, Stay clear of this company!

  Business response

  07/02/2024

  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

  07/03/2024

  
  Complaint: 21927803
  
  I am rejecting this response because:
  Sun joe will NOT answer the phone, EVER! and refuse to email me back, will not contact me whatsoever, and I am out the money I paid for the washer and extra hose. Terrible Company, they sell junk products with fake warranties and lie about wanting to help you solve the problem! Never buy anything from this place, save your money for something better than this brand. I learned an exspensive ******* anything sun joe sells is junk! look at all the complaints all over the internet. What a shame.
  
  
  Regards,
  
  *********************

  Business response

  07/11/2024

  Hello *****,

  We apologize for any frustration and inconvenience you have experienced. We take all customer feedback seriously and are committed to resolving your concerns. Upon reviewing your case, our records indicate that we have communicated with you regarding the issue with the Sun Joe pressure washer.  A new replacement unit was shipped 7/3/24 through ***** with tracking number ************. If you need further assistance you can contact Shop *** directly.  

  Thank you 

  Customer Service Team

  Shop ***

*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. ↩