Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company has failed to provide warranty work and said that a carburetor is an expendable part not covered. Florida Law does not recognize that statement. It is not a spark plug but a repairable part under warranty. After two contacts they ghosted me. I wish for them to honor their 5 year warranty

  Business response

  01/21/2025

  Hello, 

  I have attached for your review the history of our company's communication with this customer.  The product that the customer purchased utilizes an engine that is not manufactured by our company.  As such, and as is stated in the user's manual directly from the engine manufacturer that the customer received with the product, troubleshooting and warranty claims must be processed directly with the manufacturer.  Ardisam does not manufacture the subject engine, does not carry warranty parts and as a result, does not handle warranty claims for the engine.  As you will see in the attached correspondence history with the customer, our ********************** provided multiple contacts directly to the customer in an effort to assist in the resolution of this issue.  As stated in both the engine user's manual and multiple time's by ********************** employees, the customer should contact the engine manufacturer regarding this matter.  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a T8 Gazelle tent from the Gazelle website in April of 2024. It has a one-year warranty. The seams are coming apart already, including several grommets that fell off. Holes are forming in screens. I submitted a warranty claim and they refused to honor the warranty and suggested the issues were not covered and told me to sew the tent back together myself. I have used the tent on five camping trips this summer under normal conditions. I have owned tents for most of my life, and most last at least five years or more.

  Customer response

  08/07/2024

  This morning I received an email from Ardisam, Inc. via their Gazelle Tent brand showing they processed a refund for the tent to my original form of payment. 

   

  My case ID is ********

   

  Thank you for your help,

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased *********************** less than 3 years ago, with a 5 year warranty. Product failed after only using it 2 times per year (once in spring and once in fall) for 3 seasons. Brought it to a service center. They diagnosed it and found it was a faulty coil. Replacing the coil is nearly the same price as the purchase price of the machine when I bought it. Faulty product and I'm looking for Earthquake to replace it to make it right.

  Business response

  07/31/2024

  Ardisam provided a satisfactory resolution to this issue with the customer. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased an Earthquake Auger from Menards on 4/30/2024 (Receipt attached)Attempted to use the equipment on 5/15/2024 Equipment stopped running after partially digging 5 posts Contacted Ardisam on 5/15/2024 to get support, however I did not have my serial number available.Contacted ********************** again on 5/16/2024 to obtain troubleshooting steps.After unsuccessful attempts to get the equipment to operate, I was informed that the equipment had to be taken to an authorized service center.******* from Ardisam emailed me a list of service centers.After contacting the service centers, I was informed that the lead time to repair would be 3 to 4 weeks contingent on the availability of parts.Called Ardisam back on 5/16/2024.**** from Ardisam informed me that I could repair the equipment myself, and that he would order parts and have them shipped to **** explained to **** that I was concerned about the lead time of getting parts, but **** informed me that the parts would be shipped as soon as possible.Purchased another Earthquake Auger on 5/16/2024 from Amazon due to my backyard being unfinished with building department inspections pending.Received new auger on 5/17/2024.New auger failed after 2 posts.On 5/18/2024, returned auger purchased from Amazon (Amazon provided a refund).Menards would not accept a refund on the original 4/30/2024 auger due to it being over 7 days.I was required to complete the posts in my backyard manually to avoid receiving a building code violation for unfinished work. After not receiving the ordered part from Ardisam on 5/30/2024, I contacted Ardisam again, and spoke with **** (the same person who ordered the part). **** informed me that the ordered part was not available and that I would have to work with Menards about getting a refund. **** proceeded to attempt to explain to me what the warranty covers...I disconnected the call as **** was unable to provide a definitive response about anything.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased an Earthquake tiller from FleetFarm in *******, **. The machine worked the one summer we bought it. The next year (within the one year manufacturer warranty) the machine would no longer work properly. I followed the instructions to get the issue resolved. This lead to me receiving an email from ***** from Ardisam. ***** provided me with unrealistic instructions to problem solve my issue. We followed the instructions anyway with the mechanical background we have. This did not fix the issue. ***** then gave us places to take the machine for repair. I took the machine to one of the repair places and they assessed the machine and determined it needs a carb rebuild. Once I let ***** know this, he said that *********** was to contact Ardisam. Frattalones then said that the warranty company contacts them. They had no phone number or ticket number to contact Ardisam other than a ****** search. Ardisam as remained adamant that Frattalones just contacts them and there is no ticket number. I want this resolved. I purchased an item with a one year manufacturer warranty. I took the steps required of me and now I am getting the runaround via email from Ardisam. I am a consumer who needs help under a warranty that my product is covered and I want the BBB to help me resolve this issue. I have elected, repair, refund or replacement, in that order as a solution.

  Business response

  10/27/2023

  This matter has been resolved with the customer.

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2022 I purchased an earthquake viper *************************************************************************** the original shipping package unassembled and parts sealed in plastic. Having used the tiller 3 times in an already worked up garden the forward drive belt broke. I ordered a new belt and received it on the 22nd of July 2022. I used the tiller once after replacing the belt in August of 2022. In 2023 I used the tiller once in June and twice in July. The second use I made 4 passes in the garden of approximately 20 feet and again the forward drive belt broke. I believe either a design flaw or the belts are completely inferior. As I see other complaints regarding the same problem the company doesnt appear to be making any steps to correct the concern. Coincidently a neighbour, looking to purchase a rear tine tiller asked what I thought of mine. Needless to say he wont be buying an earthquake tiller

  Business response

  08/15/2023

  Our customer service department reached out to this customer and provided some guidance on getting proper belt tensioning, which appears to have resolved the problem.  We also registered his product in the event of any potential issues in the future.

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Earthquake Rough Cut Mower online directly from the manufacturer. I received the mower on 6-19-23. The a couple days later we unpacked it and used it. On the very first use (less than 2 hours) the blade stopped turning. the motor ran but the blade did not/would not engage. I emailed the company and told them. No answer, just a message saying someone would be in touch. My husband called them, he spoke to ******, she said to email her and she would forward it to the correct party. I did immediately. She would not even let him explain our issue. I didn't get an answer so after 2 days he called back. I emailed her again and told her I would like to know if she was able to get me someone to speak with. She said her email was giving her trouble and she gave me another email address. I emailed them immediately still no contact/call/nor email from manufacturer after almost a week! This mower cost almost *****; I am retired and living on SSA and my money is very tight. I had to hire someone to come and fix the mower for me. It is not fair they did not even talk to me!!! I am beyond frustrated with their customer service and their product breaking as well. The mechanic I hired said a bolt backed out and caused the key to come off and therefore the shaft turned but didn't connect and didn't engage the blade. I hope I am explaining it right. He said lock tight should have been applied to the bolt so it wouldn't have backed out. preventable, and this would be good feedback to give the company "IF" they would call me back! It is unfair I had to get someone to fix a brand new mower.

  Business response

  08/15/2023

  This customer's product has been repaired.  The customer was offered reimbursement for the service charge and the company will reimburse accordingly upon receipt of the repair invoice.

  Customer response

  08/16/2023

  [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

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Earthquake Victory rear tine tiller with the 212cc engine in May 2022, and since then have used it a total of 6-8 hours. Last weekend, the forward drive belt broke suddenly, making the machine unusable. The machine was properly registered with the manufacturer for warranty coverage, and I have email confirmation to prove this.The company refuses to honor their warranty and replace the belt on the grounds that the belt is a consumable part. Reminder, the machine has only been used 6-8 hours, and the maintenance schedule in the user manual suggests replacing the belt every 50 hours of use. And yet their customer service representative told me that this is a normal and expected failure after only six or so hours? Additionally, the company does not have any replacement belts available (which reveals how common the issue must be), and that replacement belts will not be available for a month and a half, around late June. This will be far too late; I bought this machine for setting out a garden and in my area this happens now, not in six weeks. Their faulty product is going to cause me to miss an entire season of vegetable production without a resolution. Apparently, the issues of faulty products, unhelpful customer service, and difficulty finding replacement parts is common with this company based on other customer reviews I only just now read. I only want a machine that operates as designed without premature failures. I want the company to stand behind their product and promptly replace the part that failed so I can use my machine again.

  Business response

  06/06/2023

  Hello, 

  Ardisam has communicated with this customer to explain that the requested part is currently out of stock.  We have ordered the part and will send to the customer at no cost when the part is received into inventory.  We have provided some alternatives to find the part elsewhere from an ****************** source and have offered to reimburse the customer for the cost of the part should the customer choose to purchase the part. 

  Customer response

  06/09/2023

  
  
  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

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an eskimo ice fishing hut on March 3rd 2022 and used the hut once prior to a section of the hut breaking and making it unusable. I filed the warranty complaint Feb 28th (within the 1 year warranty period), and spoke with a support agent. I explained the situation and how I wanted either a replacement or refund and he told me because it rusted it must have been because i stored it wet and in a humid area. I explained I followed all product instructions and dried the hut before I stored it in my apartment storage area. The ice fishing hut is built to be used ice fishing so of course its going to get wet(on a frozen lake in snowy conditions) i dried the product the best I could and again followed all instructions. The support agent was not helpful at all, refused to work with me on the situation and preemptively ended our support chat before there was a resolution. I am extremely disappointed with the product, I spent $400 on an "outdoor hut" used it once, followed storage instructions and now it is unusable, I want a replacement hut or a full refund.

  Business response

  03/11/2023

  The issue was resolved satisfactorily with the customer.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello - I purchased a Tazz Chipper Shredder which has stopped working. I recently contacted Ardisam to inquire about the process to get the Chipper Shredder working, given that I've only owned it for two years and it supposedly came a 5 year warranty. The response I got indicated that the warranty does not cover the engine which came attached to the Chipper Shredder. They did give me a phone number for another company which manufactured the engine, since they do not "have any parts here." Would just like the warranty honored and the Chipper Shredder repaired or replaced. Thank you.

  Business response

  06/13/2022

  This matter has been satisfactorily resolved.

  Customer response

  06/16/2022

  [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. Ardisam honored its 5 year warranty and replaced the defective chipper/shredder.  
  
  Thanks, 
  
  Will *******
  

*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. ↩