ComplaintsforMilwaukee Tool

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 3/4" cordless impact wrench on july 8th 2022 that carries a 5 year tool warranty this is a heavy tool and takes a large heavy battery, upon using the handle cracked and snapped in half. I have 5 other milwaukee cordless impact wrenches ranging in sizes for the application and have never had a problem like this. I sent it in for repair and after a week of sitting there they denied the warranty saying the handle is broken and the electronics are broken. With no explanation on why it was denied. So I called and the customer service representative informed me they didn't know why it was and they could have pictures sent to me and an explanation. After a week I hadn't heard anything so called again and they now told me they didn't have an answer other than it was denied and they couldn't change the answer also not sure of where the pictures or explanation was. I have asked to talk to a supervisor to go over this and they had to put in a request for them to contact me. After a week I still have not heard anything. I have 17 m18 milwaukee tools and 13 5.0 batteries also 3 **** batteries. I have never had a tool warranted and have always been very happy with their tools. This was a defect in the handle and they will not help or stand behind their products. We are all small customers compared to ********** or a large distributor of their products so the company unfortunately does not seem to want and help.

  Business response

  11/30/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I have had 5 broken batteries now, all with the same charging issues. The lights on the charger flash red and green. After being denied by Milwaukee and *********** I have no choice now but to file a complaint. Most recently this week I have a M12 6.0 battery that quit, and a M18 5.0. Both of them are less than 6 months old and probably dont have 15 charges on them. After being denied a replacement, which is against your own policy, I decided to take one apart. Turns out one of the cells is lower than the others, and your technology doesnt allow the battery to charge unless the voltages within the cells are the same. What kind of stuff is this? You disable the charging of the battery because the voltage is off by 0.4 volts? And now Im out $600+ because of this? This is a joke, and I need my batteries replaced. ********** says I have to talk to Milwaukee, and Milwaukee says to go to *********** so I dont know what else to do. All I know is I have a broken M12 6.0, a broken M18 5.0, and Ive already thrown away 3 other M18 5.0 batteries (that were still under warranty) because no one would do anything about it. I just spent $3k on tools and this is what I get. I hope this doesnt continue, otherwise Milwaukee is going to take a huge hit in sales.

  Business response

  11/20/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

  Customer response

  11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No one has attempted to reach out from the company. This is what happens. The company is too big and they do not care about the little man and his defective tools, because theyll just sell more. Ive checked every email and spam folder and they have not tried to contact me. 
  

  For their reference, here are my points of contact.

  Phone: ************

  E-Mail: *************************

  If they would actually like to contact me, then here is my information.

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

  Business response

  11/21/2023

  We have reached out to the customer with an update. New order replacement. AX13282267

  Customer response

  11/22/2023

  [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

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a milwaukee m18. Brushless drill from my local ********** in April 2021 this October 2023 my ***** on the drill locks up and I had to take a wrench to spin it to get my $80 bit out sent drill in for warranty repair. Along with another m12 screwdriver. The m12 screwdriver was replaced with brand new my m18 the tech satiated four other th in gs were wrong with it power was intermittent clutches diddnt work . The drill worked perfect except the ***** when I sent it in im possible those happened. Said not coverd under warranty pay 91 dollars to fix mean while the m12 screwdrive was obviously not looked at because it diddnt work from. Wing in water definitely not covered under warranty I was as vises to pay the $91 get tool returned or they will dispose of it. I optioned to get drill returned. Wheni recieved it every singles bearing was removes wires cut and the motor was hanging to get her by wires some one wedged a non milwaukee s**** in the motor and ran it. And on top there was t a single acre sent with the drill do I could attempt to repair it myself. I have made several attempts to get this resolved for over a month tand have been emailed once to tell me to contact them again. I do t think haveing them repair or replace their tool thats within the five year warranty would be to much to ask.

  Business response

  11/08/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  all I have recieved is an email asking for the Catolog number of the tool. No mention of replacing said tool or anything o would have assumed they could look up my order number by my name and realize a battery was also withheld I sent in on the tool . If by chance they do end up replacing that doesnt solve the problem of one of their trusted repair techs disabling a working tool I order to make me have to purchase a new one 
  [Please type your response here.]
  
  Regards,
  
  *********************

  Business response

  11/14/2023

  We have reached out to the customer via email. We have also informed the customer of the attached policy. Please see the above attachment. The attachment is stated, before sending in your tool for repair. If you deny the warranty repair based on safety your tool will be returned un- repaired.

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  Im have recieved only one email and thats the email asking for the catologue number for my tool which I never got a response back   while  I read the agreement they never informed me.  And while the agreement does state the tool will come back disassembled it did not state milwaukee had the right to make it inoperable by keeping screws and damaging the motor. When I sent this tool in the only thing that was wrong was the ***** wouldnt looosen thats it worked great except that Im under the assumption the drills ***** should last as long as the warranty states of five years. Now I use drills every day so if something is wrong with one I would know my drill worked flawless except the *****. When I trusted milwaukee with a tool I bought of theirs never did I think this tool would be vandalized and destroyed by some body milwaukee said I can trust there are bearings missing out of this you can see where something was wedged in the motor and ran til it broke and then they assed me to pay $91 to fix it when for $99 I can a brand new one. This is a clear example the customer getting the shaft and ********************** not owning up to it along with the lie of we informed the customer. I will restate I would like a drill of equal or greater value just like your terms say I send a working whole tool and got back a non working  tool with essential parts missing with the assumption Ill just buy another one
  
  Regards,
  
  *********************

  Business response

  11/19/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve. We are sending out a replacement, the confirmation number is AX13264540. The estimated delivery date 12/8/23

  Customer response

  11/24/2023

  [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.]
  I would like to thank Milwaukee tools for replacing my tool and restoring my faith in them. It goes to show one employee having a bad day can have a negative effect on an entire company.
  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

  10/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted **** ********** Milwaukee rep ***** number ************ regarding bad batterys and a missing transformer for the companys cordless fans. He ghosted me on the batteries and the transformer, I requested that he send legal address for lawsuit against Milwaukee for not making good on bad batteries and transformer. He refuses to cover bad batteries

  Business response

  10/30/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my Milwaukee **18 series battery power tool set for many years. It was a very expensive set that has worked perfectly for me for many years. I have only had to purchase a couple batteries over the years due to age and the tools have had zero issues and still work perfectly for me minus the new batteries I purchased in September of 2021. I have been following Milwaukee's process and have called my local repair center for several months and left voicemails with no response. I filled a customer concern with ******************** on their website a couple months ago (CS0025576) and I just received an email to resolve my complaint. I called the number as instructed due to the fact the 2 batteries I have issues with have opened up and are non-functioning. I was told today that the batteries are out of warranty and nothing can be done. Milwaukee doesn't support the **18 series battery any longer so I was told I have to buy a whole new tool set to use the new style batteries. This is unacceptable as my tools work great and I don't like the newer style tools as they don't seem to be as sturdy or powerful as me **18 series tools are. Milwaukee Tools doesn't offer a solution for consumers to retro fit older working tools when they change battery configurations.

  Business response

  10/26/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Milwaukee M12 charger on 4/29/23. Immediately upon arrival it didn't work, so I contacted *************************** advised me it is a common issue & the charger just needs to be unplugged & smacked upside down to dislodge a little part. I assumed this was a 1x fix, but it wasn't. My husband is able to slap it hard enough to dislodge the part & get it working but I'm not, so it is 100% non functional for me. I wish they would've told me to return it from the get go, because now it is too late to return. I contacted Milwaukee on 9/29 to discuss the issue & had MAJOR issues with the "gentleman" that answered. He wouldn't assist me because I purchased my charger on Amazon. He kept making snide comments like, what do you expect when you purchase tools off Amazon. He also explained I couldn't speak with a supervisor since I didn't purchase my charger from Milwaukee. He lied about his name being ************ explained my tools arent from amazon, my charger is. I can guarantee he wouldnt have treated a fellow man, the way he treated me. I later called back & spoke with a manager to complain about this representative (they stated there is no *** S working ****** ***** explained he should have assisted me no matter where I purchased my charger. She said she would listen back to our phone call & get back with me , which she NEVER DID! The treatment from this company has been terrible.

  Business response

  10/10/2023

  
  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They stated they would send me an email to resolve. I don't believe they even have my email! I haven't received an email either so I believe this is just to get rid of the complaint. I would like them to formally respond to the complaint of sexism in THIS forum & NOT  sweep it under the rug by saying they will send an email.
  
  Regards,
  
  ***********************

  Business response

  10/11/2023

  The case has been resolved: we email the customers : 10/10/23 stating the below:

  Today, we have processed a no charge replacement. The order confirmation number is AX12991616. The estimated time of delivery is 10/20/23.
  
  After reading the statement of your request. We do not support AMAZON, E-BAY, and the Marketplace. These are not Milwaukee Tool distributors. Although these companies somehow provide the products, we do not support the warranty of defective item purchased. We are sending out the replacement as a gesture, but future request will require a receipt from an Authorize distributor of Milwaukee Tool which can be located on www.milwaukeetool.com underneath Where to Buy.
  

  Customer response

  10/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In no way did Milwaukee's response address my concerns with the representative. Discrimination based on ***, which is what I believe happened, should not be tolerated. No matter what your policy is he should have handled it appropriately & professionally.  I would like Milwaukee to listen to the numerous CALLS have made to their company to gain the full picture of the terrible service I was provided. I would like that addressed not just the new charger. I was treated as less than, and that is wrong. The fact that they ignored this part of the complaint, the main part of the complaint, is extremely frustrating.
  
  Regards,
  
  ***********************

  Business response

  10/16/2023

  We responded to *********************** with the below: The issues regarding the **************** reps have been addressed to management.

   

  Today, we have processed a no charge replacement. The order confirmation number is AX12991616. The estimated time of delivery is 10/20/23.
  
  
  

  Customer response

  10/16/2023

  [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

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What about Milwaukee M4 1/4" Hex Screwdriver Kit number 2101-22 tool I need to no if ur warranty that to let because talk to them about it yesterday u going to warranty it or not Because that was part of the gifts my mom blot befor she died and I think I told u about in the old bbb complaint so replace it

  Business response

  10/09/2023

  We have reached out to the via email regarding replacement for the original tool. Once we processed the new replacement tool. The customer states he would like for Multi tools to be replaced. We have informed the customer; the remaining items will need to be sent into a Milwaukee warranty center and we will pay the shipping per our website E-service tool repair.

  Customer response

  10/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************.   I was never told that but just send me electronic tool combo I warranted first of all please 

  Business response

  10/11/2023

  We have responded to the customer with the below:
  Via ***************** Yes, we have processed a no charge replacement to send qty. 1 of item 2220-20. The order confirmation number is AX12967539.
  The estimated time of delivery is 10/16/2023.
  ********************* response- Thank you. 10/9/23

  Customer response

  10/11/2023

  [A default letter is provided here which indicates your acceptance of *** business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed *** response made by *** business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,  it *** *** who two kids seeing it was a 2 kit set Model#: AR2038-A983002 and if ur going to replace *** set should replace everything that comes with it  not just one pice and my family friend that a lawyer said *** same thing
  
  *************************
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Electrical Combo Kit is not working I need it warranty done it seeing they wont power up and I changed the batterys on them and everything so can please replace it and got for early birth day gift from my died my a few month ago befor she died

  Business response

  10/05/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

  Customer response

  10/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ************************* never got the email from them and all I want  is that replaced and I will be happy

  Business response

  10/11/2023

  We have responded to the customer with the below:

  Via ***************** Yes, we have processed a no charge replacement to send qty. 1 of item 2220-20. The order confirmation number is AX12967539.
  The estimated time of delivery is 10/16/2023.

  ********************* response- Thank you. 10/9/23
  
  

  Customer response

  10/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ************************* the things is to kit set and if ur going replace should replace the whole thing  my family friend thats a lawyer said the same thing that if going warranty Model#: AR2038-A983002 with or with out a receipt u should replace the behold thing not part of it  so I got a lawyer family friend on my side and said will help me if I need the help but I dont think I will I told them

  Business response

  10/12/2023

  Per our conversation today, we have processed a new order to send the items individually. The new order confirmation number is AX13003748.
  
  The estimated time for delivery is 10/18/23.
  

  Customer response

  10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ************************* and I send pics of the items  befor I am ok with and accept it that I no I am getting the right study befor u send it thank u 

  Business response

  10/16/2023

  **** has confirmed his items were received on 10/14/2023. He responded Got it. There is no further action to be considered at this time.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased new Milwaukke batteries M18 XC60. Put them on my drill and fire started. The new battery caused my drill to catch on fire in my hands and near my face. I called the company several times, like 7 times. I took the drill to their service center as asked and they could not help me there. I called back 6 more times and every time they give me the go around. They take my information and then nothing happens. So, I'm filing a complaint here and uploading the video showing the default battery and the fire. All I ask is that they replace my drill. I have all my tools (8 of them) all from Milwaukee. The two new batteries destroyed my drill. I'm not alone in this complaint.

  Business response

  10/02/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Milwaukee Tool chest combo Model #**-22-8546. This had multiple factory defect 2 drawers not opening properly, Multiple screws on sections stripped rounded out, missing hardware and missing parts 2 shelf lines and metal side accessory for hanging items. I have reached out to the company directly and they gave me a case number, Re: CS0029412 - Contact Us | Product/*************. After 3 attempts they still failed to respond to my case. I have done some research on this company and this seems to be the norm for them not responding to customer complaints/product issues. This item is brand new under warranty and my above issues need to be addressed and resolved. This is absolutely unacceptable for any company small or large and they need to be help accountable for their actions and or lack their of. This item was very expensive and this company needs to stand behind their product and customer and resolve my issue.

  Business response

  09/08/2023

  We apologize for the inconvenience. we have submitted a request to the customer via email to resolve.

*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. ↩