Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a dead battery for a Snow Joe snow shovel. I spent 12 days working through the warranty process with the company. After several emails, a video of the defective product and sending my receipts they agreed to replace the battery. Then I received the following email:We sincerely apologize for any inconvenience this may have caused. After reviewing your request, we regret to inform you that the unit currently out of stock. However, we anticipate receiving new stock in approximately 4-6 weeks. We kindly suggest that you contact us again at that time, and we would be happy to assist you with your replacement.I have no faith they will have the battery in 4-6 weeks and why must I reach back out again for the process. They have thrown every block in the process for me to claim the warranty. I gave them everything they requested. Theyre not able to honor the warranty because it is out of stock. Now Im left holding the bag with no compensation for the battery that is under warranty. Seems as if they are trying very hard not to honor the warranty. Their website has batteries that work with the Snow Joe snow shovel.Thanks

  Business response

  01/28/2025

  Hello ***,

  Thank you for bringing this to our attention. We apologize for any inconvenience you may have experienced. After reviewing your account, I can confirm that a warranty order has been successfully created ORD0000062930 to ship you a replacement battery. In fact, the order has already been processed and shipped via ****. The tracking number is **************************, which you can use to monitor the delivery status through the **** website.

  Thank you 

  Customer Service Team

  Shop ***

  Customer response

  01/28/2025

  [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

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two battery powered Snow Joe snowblowers in Jan 2024 with a 2 year warranty. On Dec 21st I contacted the manufacturer for battery replacements. Over the course of almost one month and 30 emails back and forth, they have still failed to address the battery replacements. They have instead, consistently delayed responses with repeated requests above and beyond the terms of the warranty.

  Business response

  01/22/2025

  Hello ********

  
  Thank you for bringing this to our attention. We apologize for the inconvenience you’ve experienced with your unit. Upon reviewing your information in our system, I see that a warranty replacement order has been created for new replacement 12Ah replacement batteries and two high-stand chargers. This order, under number *************, has already been processed and shipped via UPS with tracking number is *******************

  Thank you

  Customer Service Team

  Shop Joe

  Customer response

  01/23/2025

  
  Complaint: ********
  
  I am rejecting this response because out of the 8 replacement batteries received today, 7 are non functional.  How does this company stay in business?.  Doesn't anyone quality check these things.  ****************
  
  
  
  Regards,
  ******* ***

  Business response

  01/28/2025

  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 Customer Service Manager, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop Joe

• Initial Complaint

  01/18/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 24V-X4-SB24 snowblower in 12/22. It uses 4 batteries. I used it at most 7 times over 2022 and 2023. When I tried to charge the batteries for this season none of them would charge. I contacted customer service in early December and this saga started. After sending numerous videos, photos etc. I have received 3 sets of batteries and 2 sets of ultra chargers, none of which have worked. All customer service does is request video proof that the batteries do not charge and then they send out different batteries that are also defective. At this point since my snowblower was under warranty, I want a refund; they have shown that they cannot supply batteries that work. I bought the blower directly from snow Joe and am extremely disappointed in the service. I have done everything asked of me including properly disposing of the first set of batteries, returning the next 2 sets of bad batteries and trying to be patient, but enough is enough. I was even told by customer service that there were no managers I could talk to. I want to talk to someone with authority who can actually resolve this issue.

  Business response

  01/22/2025

  Hello ******,

  Thank you for bringing this to our attention. We apologize for the inconvenience you’ve experienced with your unit. Upon reviewing your information in our system, I see that a warranty replacement order has been created for four new 12Ah replacement batteries and two high-stand chargers. This order, under number *************, has already been processed and shipped via UPS. Your tracking numbers are ****************** and *******************

  Thank you

  Customer Service Team

  Shop Joe

  Customer response

  01/25/2025

  
  Complaint: ********
  
  I am rejecting this response because: The set of replacement batteries you just sent are also defective; only 1works.  You clearly cannot provide working batteries, so I want a refund.  My original order number from the snow Joe site is *********  
  
  
  
  Regards,
  ****** *******

  Business response

  01/27/2025

  Hello ******,

  Our top priority is ensuring that your concern is fully addressed as our valued customer. We understand how frustrating it must be to receive a replacement battery only to encounter the same issue. To make this right, we want to provide you with options. I see that one of our team leads has already offered you the option of a store credit and has emailed you the necessary steps to initiate the process. Please review the details at your convenience, and if you have any questions or need further assistance, feel free to reach out. We’re here to help.

  Thank you

  Customer Service Team

  Shop Joe

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a battery operated snow blower from Snow Joe in November of 2022. I charged the batteries and put the unit away in the shed and the batteries in the house because we did not have snow that winter in the winter of 2023 while the unit was under warranty I took out the batteries when we were getting a snow storm and went to charge the batteries but the charges would not work and I could not charge the the batteries. I got in touch with Snow Joe and was told that they were having problems with the charges and the batteries and that I needed the new upgraded charges and I needed new batteries but they did not have the new batteries in stock and the only way to get them was that I had to destroy a perfectly good snow blower that cost $1000. I said that was crazy and such a shame to destroy a brand new unit and to throw it away and they told me that is the only way to replace the batteries because they are out of stock and dont know when they will have them. I looked up other peoples reviews and the reason they could keep the batteries in stock is because so many people are having the same issue with the batteries and charges not working. Anyway, they made me send pictures of all the wires on the snow blower cut so that the snow blower was now useless and they sent me a brand new snow blower with the 4 new batteries that go with the unit. They also, sent me two new chargers for the batteries that replaced the two that did not work. Great. Everything charged up and was working. Put the unit and batteries away at the end of the season. Charged the batteries once in the summer. Everything working. Now winter of 2024 took the unit out and went to make sure the batteries still were completely charged up and they were completely dead. Put them in the charger and they will not charge at all. All 4 batteries are completely dead and all 4 will not charge up. Many people are having the same problem. Thier batteries are no good

  Business response

  01/14/2025

  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 **************** Manager, Kleber, at ********************************************.

  Thank you
  **************** Team
  Shop Joe 

  Customer response

  01/14/2025

  [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 ********. I will wait to hear from the representative from Snow Joe and see if we can resolve my issue. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 96V 21 Inch snow blower, 4 batteries, and 2 chargers on November 24, 2023 for $546.70. All 4 batteries did not work by November 24, 2024. The batteries have a 2 year warranty. Per the company's request, I sent video of the 4 batteries not working and not charging on November 24, 2024, and sent the invoice from my original purchase on November 25, 2024. On November 27, 2024, the company claimed it was a charger issue, and they needed to send me new high speed chargers. I received the high speed chargers on December 4, 2024, which did not charge the batteries, and emailed video to the company showing that the high speed chargers did not charge the batteries on the same date. The company responded that I needed to return the 4 batteries in order to have them replaced. I asked for a return label and waited 48 hours without an answer. After my 3rd email requesting a return label, they changed their process to requiring me to properly dispose of the batteries. On December 8, 2024, I sent a video of me properly disposing of the batteries at Home Depot. On December 14, 2024, I received 4 "new" batteries, 3 of which did not work. I emailed video of the 3 "new" batteries not working on December 14, 2024. I was sent a return label and returned the 3 "new" batteries on December 20, 2024. I received 3 additional "new" batteries on January 4, 2025, none of which worked. In total, they've sent me 4 batteries that only lasted 1 year, and 6 batteries that did not work at all.

  Business response

  01/09/2025

  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 Customer Service Manager, Kleber, at ***************************.

  Thank you
  Customer Service Team
  Shop Joe

  Customer response

  01/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have not received a refund yet.  Having said that, the business has promised a refund if I dispose of the batteries and snow blower.  I will do so, and update my response assuming I get a refund as promised.
  
  Regards,
  *********** *******

  Business response

  01/27/2025

  Hello ************

  Thank you for bringing this to our attention. Our top priority is ensuring your concern is fully addressed to your satisfaction. After reviewing your account, I see that you have provided the necessary information, which allows us to move forward with processing your refund via ACH transfer. Please rest assured that we will take all necessary steps to handle this matter efficiently.

  Thank you

  Customer Service Team

  Shop Joe 

   

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made the purchase online on December 17, 2024 based on a TV offer for a battery powered snow blower in the amount of $195.47. I waited for the confirmation from the website; however, I did not receive one. My credit card was charged on Dec 20. 2024. I went back online and tried to get a status on the purchase made and charge, however I got an AI-Bot, not a human person, and after writing back and forth for over 20 minutes, I was given a phone number to their customer serve (###-###-####). I called the number and spoke with a representative who said she saw that I had made contact earlier in the week, but she also did not help me. At the end she said she would send me an email where I could send my credit card statement charge, and I am still waiting for that email too. I've not received any help, and they were quick to charge my card, but say they have not record of my transaction. I believe I have been defrauded by this company. I have contacted my CC company about this transaction also.

  Business response

  01/10/2025

  Hello ******,

  Thank you for bring this matter to our attention. We sincerely apologize for all the inconvenience you have encountered.  I will thoroughly review this situation, particularly since the agent was unable to resolve it to your satisfaction.  Upon reviewing your information in the system, I can confirm that a full refund has been requested to be processed back into your credit card. Please allow up to three business days for the refund to reflect in your account. 

  Thank you

  Customer Service Team

  Shop Joe

  Customer response

  01/11/2025

  [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

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a SnowJoe snowblower directly from the company a little over 2 years ago. The blower runs on two large lithium ion batteries. Those batteries are failing, no longer hold the maximum charge or can no longer be charged.The snowblower is no longer on the market and the company clearly is aware that their technology has failed and cannot be maintained long term and has failed to contact customers and inform them of issues involving their products.

  Business response

  12/18/2024

  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 **************** Manager, Kleber, at ********************************************.

  Thank you
  **************** Team
  Shop ***

  Customer response

  12/18/2024

  
  Complaint: 22683017
  
  I am rejecting this response because: I am awaiting a response from SnowJoe, but the message from SnowJoe does not in any way resolve my complaint.
  
  
  
  Regards,
  
  ***** ******

  Business response

  12/23/2024

  Hello *****,

  Thank you for bringing this to our attention. We appreciate you taking the time to reach out and share your concerns with us. After carefully reviewing your account, I see that one of our team leads has already sent you an email addressing this matter.
  We completely understand how inconvenient and frustrating it can be to have a unit that is no longer functioning and require a replacement part. Your satisfaction is very important to us, and we truly wish we could provide a more immediate solution. However, the unit you purchased included a 2-year manufacturers warranty, which has unfortunately expired.  Even though the unit warranty has expired a 15% discount code was offered for a future purchase, as mentioned in the email. We hope this can assist you in finding a new product that meets your needs.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 26th eye contact the snow joke about a replacement charger which they told me it was under warranty and I would have it in 3 to 5 days it is now December the 10th and I still haven't got a shipping date for my charger I don't want to call them about 50 times to try to find out what's the holdup and key in the same freaking run around can you help me

  Business response

  12/12/2024

  Hello ******,

  Thank you for bringing this matter to our attention. We apologize for any inconvenience this may have caused. Upon reviewing your account, I can confirm that a replacement charger has been processed under order #ORD0000051796. It has already been shipped via **** with tracking number ************************** and is scheduled for delivery on 12/14/24.  We truly appreciate your patience and understanding as we work to resolve this issue.

  Thank you

  Customer Service Team

  Shop ***

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a sun joe chipper I used only 2 times and the silver counterplate snapped and broke, and shot out of the machine. The machine is now unable to operate. I purchased it July 23, 2023.The warranty is 2 years.Sun Joe CJ603E *************** Wood Chipper + ********************** Bag | 1.7-inch Cutting Diameter | 15-Amp I have contacted the company Oct 26th and told that a replacement part could be provided but that a replacement part is of "out of stock" and I have to keep rechecking with them to see if it comes into stock. I requested an order be placed and fulfilled once the part comes in. I was told that cannot be done and I am responsible for checking and reaching out. I have been watching, emailing them and still no part. Looking at other consumers feedback on the web, the plate has been out of stock for a very long time. I asked SunJoe if they would provided a replacement or refund and they simply state I have to wait for the part and never discuss further. At this point since SunJoe is not fulfilling their obligation of the warranty replacement of the part. Therefore, I am requesting a resolution of a new unit entirely since the part isn't available or a refund for the price paid. ($43.19)I feel both of these options are reasonable. SunJoe seems more willing to say what they are unable to do vs. accepting any accountability and working to find a resolution given it appears this part is not available. Any help is greatly appreciated. Thank you.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Originally purchased a 21-inch 100V Brushless Lithium-iON ****************************** Snowblower Kit with 5.0 Ah Battery + Charger in February of 2022. The chute broke under warranty and was sent a new equivalent machine a Snow Joe 24V-X4-SB21 96-Volt* MAX IONMAX Cordless Brushless Single-Stage Snow Blower | 21-inch | W/ 4 x 12.0-Ah Batteries + 2 x Dual Port Chargers.Received the machine after winter so did not use until the following winter. Battery became unusable in February of 2024. Filed for warranty immediately and was told the battery would be in stock in 6 weeks. Months past with no stock date. Ask for new machine but offered a machine with half the power so refuse. Consult lawyer and under the Ontario Consumer Protection Act, I am entitle to a refund. After months of back and forth, SnowJoe agrees to refund my purchased except its been 2 months and I have not received the funds and continually get the run around.

*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. ↩