Complaints

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased some cornwell long gear wrenches. They are covered under warranty. They keep braking. The wrenches have been discontinued so can no long be replaced. I was told by my dealer zac I can not get a refund. They are superseded to a new part number that is on back order with no eta. I'm stuck now with wrenches that cant be fixed, refunded or replaced.

  Business response

  02/23/2023

  Without part numbers, it is not possible to assist this party.

  He purchased the tools from an independently owned and operated franchisee. He would have to seek refund from that franchisee. 

  Complainant has the option to send broken tools, freight prepaid, to **************************************************************************. Returns Department will evaluate, advise, and potentially replace items if determined to be within warranty period.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a tool box with hutch, after two weeks of ownership, it's started to rust, draws are sticking and pieces are falling off, the hutch rollers are coming apart and the hutch door doesn't close right causing the metal to bend and cause damage, and the draws don't lock when switch is in lock position it push the draws out. I file a complaint with them and all I got in response is to call cornwell tech credit

  Business response

  11/27/2022

  The end user must contact independently owned and operated franchisee dealer who sold tool storage to this person originally. Franchisee will contact Cornwell to discuss and resolve issue.

  Customer response

  11/28/2022

   I am rejecting this response because:
  
  I am no longer in that franchise district any more and the tool storage box is in my garage.  No one will come to my house and take the warrenty

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over the course of the last 2ish years I’ve purchased about $8-10,000 worth of tools from Cornwell tools. I’ve done this through their tech credit program and mostly all has been ok. Our dealer recently relocated so I’m not able to purchase or warranty any new or broken tools. I called their tech credit line about lowering my APR from 19.99% to 9.99%. They’ve told me the only way to do so is to buy another $2,000 worth of tools. However, the only way I can buy tools is through a dealer and they’ve failed to provide our area with a new one since our last one moved. I have a credit account through Cornwell tools with a balance of $7,000 and and available credit of about $5,000. They’re telling me I cannot purchase tools on their website of from another dealer in the area. Basically forcing me to keep paying the 19.9% apr. I’ve tried handing this with their credit dept and they told me there’s nothing I can do other than spend $2,000 more to lower it. I feel this is very shady business. I’ve paid my $234 monthly bill on time every month for the last 2 years. Never had a missed payment or late payment.

  Business response

  09/02/2022

  Cornwell's end user finance department will call borrower to advise that we will change interest rate to 9.99%.

  Customer response

  09/02/2022

   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.

*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. ↩