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Business Profile

Lawn and Garden

Gilmour Lawn and Garden LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Gilmour Lawn and Garden LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Gilmour Lawn and Garden LLC has 2 locations, listed below.

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    • Gilmour Lawn and Garden LLC

      7501 Esters Blvd Ste 140 Irving, TX 75063-4005

    • Gilmour Lawn and Garden LLC

      750 Canyon Dr Ste 250 Coppell, TX 75019-4065

    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/10/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Gilmour Professional Maximum Kink Resistance Water Hose on March 9, 2024 from ********. Within a few months, I noticed that the water hose started expanding in some areas and eventually ruptured because of the expansion, causing a leak. This water hose has a lifetime warranty according to the company. I filed a claim on their website on 10/26/24 and never heard back from anybody. I sent an email regarding status of claim on 11/6/24 and never heard back from them. I filed another claim on 12/18/24 and have yet to hear back from the company. I bought the water hose thinking that it was good quality because they offered a lifetime warranty but the hose did not even last me 6 months and the company has horrible customer service and will not honor their warranties.

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Warranty return not honored. Replacement item not received.An email will with tracking information will be sent to you when your replacement part or item has shipped from our warehouse.For your reference, your claim has been saved in our system using the case number ********** Number: ******** Please do not dispose of your tool until your claim has been processed.Sincerely,Fiskars ************* Team *************** ******************

    • Initial Complaint

      Date:12/05/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 this Gilmour Flexogen 8 ply 100' hose which has a Lifetime warranty. When the hose developed a defect and needed to be replaced I reached out to Gilmour. I sent them a warranty claim on their website with contact information and a picture of the issue over 4 weeks ago. I left several voicemails on the provided number as requested since then without a call back. I sent several e-mails without a response. I don't know if they received my claim or messages but the lack of a response tells me they do not have a proper system in place to address their own warranty process. All the other complaints on BBB show the identical issue I a experiencing. The only hose acceptable to me is the Gilmour Super Duty Flexogen 100 hose UPC: ************ as that hose is the only comparable hose to the one I purchased.

    • Initial Complaint

      Date:08/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 a ****** timer 7/7/23 through Amazon. Within 1 year (their warranty period) programming became faulty. Have contacted the company through their portal and email on 6/20/24, 7/7/24, and 8/8/24, each time receiving only automated responses, and no human communication. Have received no replacement item as promised in company bot 7/7/24 email.Gilmour provides no other way to communicate with them, with no customer service phone number anywhere in the internet, and the on-line warranty complaint form is apparently meaningless. Companies like this that abandon their warranty obligations by "ghosting" their customers should be brought to public attention so that others do not make the same mistake of doing business with them.

      Business Response

      Date: 09/12/2024

      Good morning...

      We appreciate your feed back and would like to request that you send the email along with your photos to our customer service department.  The email address is ******************************************.  We look forward to assisting you with your requests.

      Business Response

      Date: 09/12/2024

      Good afternoon....

      We appreciate your feedback and would like to request that you reach out to our customer service department at the below email address and we can assist you with any request that you might have.  It is our pleasure to assist you.

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

      Thank you and we will look forward to hearing from you.

      Customer Answer

      Date: 09/17/2024

      I am rejecting this response because:   It still does not remedy the situation - I have sent the requested information on 3 previous occasions with no remedy.  I have sent the information yet again (4th time) in response to this reply, but will not consider the matter resolved until Gilmour has met its warranty obligations.

      Business Response

      Date: 09/20/2024

      Good afternoon....

      We appreciate your feedback and would like to request that you reach out to our customer service department at the below email address and we can assist you with any request that you might have.  It is our pleasure to assist you.

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

      Thank you and we will look forward to hearing from you.

    • Initial Complaint

      Date:08/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Filed a warranty claim on the manufacturer website weeks ago. NO RESPONSE. The Gilmour Aqua-Armor Hose has a lifetime warranty. Lack of follow up email customer service contact request last week. NO RESPONSE. Love the voicemail message on Monday of this week. NO RESPONSE.

    • Initial Complaint

      Date:07/30/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On 8/13/22 I purchased a Gilmour Professional Maximum kink resistance 5/8" 100ft Hose. This hose is supposed to have a LIFETIME WARRANTY. The hose sprung a leak in the yellow jacket. The hose is also separating from the yellow jacket when under pressure and while in use. On 7/7/24 - I followed the instructions and filed a claim. When I called the phone number it says you have to file your claim with ******. So on 7/10/24 I then filed my claim with FISKARS and I received an email acknowledging receipt of my claim. Then I receive an email saying they need additional info (which was previously provided) so I sent it again. Then on 7/16/24 I receive an email from Fiskars saying I need to go thru Gilmour because Fiskars is no longer affiliated with Gilmour watering. On 7/16/24 I then send an email along with the Fiskars response to contact Gilmour. I received a response saying they expect a response within ***** days. Well my ORIGNAL claim was filed on 7/7/24 (proof has been provided) - therefor the ***** day period has already expired. I have not heard back from this company at all. I have called the customer service number multiple times and go directly into voice mail. Nobody has ever returned any phone calls or emails.

      Business Response

      Date: 09/03/2024

      We are sorry that no one has responded to you.  If you would please email the below email addresses we will respond to you quickly.

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

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

      We look forward to hearing from you.

       

      Customer Answer

      Date: 09/03/2024

      I have reviewed the business response and accept this resolution. I will forward them my email address. 

    • Initial Complaint

      Date:07/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On August 27th 2023, I purchased two ******* nozzle/hose wands at super ******* SKU number 0 0 3 4 4 1 1 2 6 2 0 2 for a total of 27 dollars plus 8.6% tax. This lawn and garden item came with a lifetime warranty that lawn and garden LLC warrants in its marketing / sales relationship with the Gilmour trademark. Although I have been able to track down lawn and garden LLC relocated in ****** *****, it is clear that manipulation of Gilmour'd website (deadening phone numbers and online contact portals ) inevitably push lifetime warranted customer like myself into leaving a voicemail that receives no reply by this company's design.To review I have already sent Gilmour warranty page / email images of defective hose nozzle, copy of ******* receipt, details requested in order for it to facilitate their published lifetime warranty / replacement. By design, it curated the false appearance of a warranty protocol in order to undermine customers it entitled to product replacement or refund.

      Customer Answer

      Date: 08/19/2024

      BBB
      ***************************
      ****************

      Ref: Gilmour Lawn and Garden LLC, *******, TX 75019, **************

      Dear *** or Madam:

      Back in the day July 2024, a Complaint was filed against ******** Then, ******* wrote email (see attached) that it's planning to fulfill Warranty on items but from *****, not *****. ******* did not offer me her phone #, btw, but I'm used to it.  Do I just sit tight as in carousel ride or do you need to update your file? Not sure, but thanks for this result.--WRWilson, *****************************************************************************

    • Initial Complaint

      Date:07/19/2024

      Type:Product Issues
      Status:
      Unanswered
      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 new ****** lawn tractor in September, 2023, which comes with a 1 year manufacturer warranty. I went to use in spring this year to water yard, and it emits a high pitched squealing sound. I was unsure if the "motor" was not working correctly, so I reached out to ****** via email on their website. This started on May 14th, and after several email follow *** and phone call leaving a voicemail (nobody called me back), this still isn't resolved. Timeline is as follows:5/14/2024 - Sent email via ****** website 5/20/2024 - **************** emailed back saying they reached out to product team & would follow up 5/28/2024 - I responded to customer service email asking for follow up, received automated reply 6/17/2024 - Sent another follow up email from my first follow up email on 5/28/2024 6/23/2024 - Sent another follow up email through ****** website 7/3/2024 - Response from **************** from my 5/28/2024 email follow up asking for photos. I responded by supplying three photos on 7/5/2024 No further communication has been received. All email communication is attached along with my original purchase.At this point, I am beyond frustrated with lack of communication/resolution. I would like my money refunded so I have a chance to buy a different kind of (non ******) yard tractor before summer is over. Thank you,*****

      Customer Answer

      Date: 08/09/2024

      Hello,

      I wanted to follow up on my complaint and see if there are any updates?  

      Thank you,

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

    • Initial Complaint

      Date:07/18/2024

      Type:Product Issues
      Status:
      Unanswered
      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 5/8 in. D X 25 ft. L Soaker Hose on 6/2/2023. This spring, it developed a leak and not longer works properly.I contacted Gilmour about the product's lifetime warranty through the warranty form on their website, and did not receive a reply for 3 weeks. I then called their customer service number during business hours and was directed to voicemail. I left a voicemail but still have not received a response.I'm very disappointed in the lack of responsiveness to my warranty claim. A picture of the failed product is attached.

    • Initial Complaint

      Date:06/07/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      2 nozzles just like this one and they won't reply to lifetime warranty claims. Zero replies. No other phone number or email for the company is answered as well.

    Gilmour Lawn and Garden LLC is NOT a BBB Accredited Business.

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