Snow Joe

Revdex.com:
I have reviewed the response made by the business in reference to complaint...

ID [redacted], and find that this resolution is satisfactory to me. For the future I hope that Snow Joe,LLC respects the Revdex.com standards for trust, specifically "Tell the truth", "Be transparent", "Honor promises by correcting mistakes as quickly as possible" and "Be responsive"!

We apologize for the inconvenience, we will be more than happy to replace the item for the customer even if the warranty is over, the replacement should be shipping out within the next 24 to 48 hours and we will include a prepaid label to cover the return shipping of the non working unit back to...

our locationThanks

Complaint: [redacted]
I am rejecting this response because:
The problems I have had in the past it might take more than 10 days to receive my unit if at all
and then the case is closed?
I will accept the conditions only after I have received the new unit.
I do think the conditions are ok. But, the parts should be available and I should not be lied to over and over.
Thank you very much!
Regards,
[redacted]

We apologize for the inconvenience, we had some delays on our shipments due to the bad weather in our area, we just process a full refund for the order to the customer it will be posted on their credit card in the next 2-3 business days, they don't need to return the item back to our location. If...

there is anything else we can do to satisfy our customer please let us know.
Thanks
[redacted]
Customer Service Manager[redacted]

We apologize for the inconvenience, we have this charger available and we will ship it [redacted], the tracking number is [redacted]. The charger will be deliver on Tuesday 10/14. Once again we apologize for the inconvenience if there is anything else we can do please let us...

know.[redacted]Customer Service Manager.

Review: I bought a battery operated mower last year from Snow Jo who make a mower under the name of [redacted]. I used it 3-4 times in the summer of 2013 and when I tried to use it this past summer the battery wouldn't turn the blade over. I took the battery and charger to [redacted] and they said the charger was not working. I called [redacted] and they said the product was no longer being produced and they had the chargers on back order for the past "two months". I cannot use the mower without the charger and they can't replace the charger. When I asked them to replace the mower with the newer versiion they said that was not possible. I paid almost $400 for a mower that didn't even last thru the warranty and they won't make good on it.Desired Settlement: Either replace the mower or return my money.

Business

Response:

We apologize for the inconvenience, we have this charger available and we will ship it [redacted], the tracking number is [redacted]. The charger will be deliver on Tuesday 10/14. Once again we apologize for the inconvenience if there is anything else we can do please let us know.[redacted]Customer Service Manager.

Review: Online order was placed on 08/12/2012; product: Refurbished SnowJoe MJ408C for $199, paid via Credit Card. The Battery did nto charge for this product as delivered, and they gave new cords. It also failed. FInally agreed to accept the return, but they sent authorization to someone else and not me, and I waited for several months and kept asking for it. Even when the customer service responses were horrible, I provided copies of all communications and repeated requests, so finally they found the Return Authorization issued to someone else, and gave me its copy on about 11 Nov 2012. I immediately returned the product and anticipated the refund. Instead, they, Shamelessly, took the product back and responded saying that the product was returned too late. They kept my paid money for a product I do not have. Such business practice has no place in ethical society so please help shut them down, or help fix the problem - simply by issuing the refund of $199. They are absolutely untrustworthy. None of my emails, phone calls - after their letter declining the refund were answered. During Nov 2012 I tried to file this complaint at Revdex.com, but did not find proper links.Desired Settlement: They must keep their word by delivering a reliably working product. Even though the product had 1-year working warranty, it did not work from the start due to a defective batter. This is a battery operated electric mower, so no functions were delivered. They agreed to accept the return for a refund. After the returned merchandise was received at their depot, they refused refund and failed to answer further contacts. So many steps were unethical and their behavior/performance nasty, that they deserve reprimand in addition to issuing full refund in my case. Online Order Number [redacted] dated 08/14/2012 per their invoice. Otherwise, Revdex.com is simply a lip-service and an ineffective front for many itic business practices. Please take this seriously if your existence is to be for real support to consumers.

Business

Response:

We apologize for the inconvenience the customer have had with this purchase and our unit, it will be our pleasure to issue our customer a refund for the unit he returned, if the customer can please provide us with a tracking number for the return we can go ahead and process the refund.

Consumer

Response:

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Two items are attached, consistent with a request from the Seller. Also, it is noteworthy that I incurred an expense of $60 for preparing the shipping package, as required per the UPS service. Actual cost charged by UPS was paid by the Seller, as evident with the shipping label provided to me. The item weight was close to 100 Lbs., so the strong boxes and filler required were paid at the time of shipping. I hope this cost may also be reimbursed by the Seller. The form that I had filled out at your site did not permit any option to state this.

If there may be any questions, I will gladly provide in time. Thank you for your efforts and support.

Regards,

Review: On February 3,2014 I purchased a main drive belt from Snow Joe. I paid the for the extra shipping to expedite delivery. It was suppose to be delivered in two days. It is now February 14,2014 and I still don't have my product. My boyfriend checked the tracking number on February 12,2014 and found no information at all. He called the customer service and after the third time calling he finally got a hold of someone. The woman asked what the tracking number said and he told her nothing. He gave her the tracking number and she told him that she didn't see any information either. She told him she would print out the information and check with the wharehouse to see what was going on and call him back. It is now two days later and we have not heard back from this company. I called the company yesterday and the phone just rang. After the third time trying I left a message telling them I wanted a refund and needed a call back. I have not heard back from them. I went to my bank today because I paid with my debit card. They said that there was nothing they could do because it was a point of sale and that it was between me and the company. It is illegal for this company to take my money and not provide me with my product. My boyfriend called the company again today and once again no one answered the phone and once again a message was left with no return call. I want my money back. This company has poor customer service and I would never order from them again. The order number is [redacted] with a total of $25.48.Desired Settlement: I would like a full refund. I no longer want the product.

Business

Response:

We apologize for the inconvenience, we had some delays on our shipments due to the bad weather in our area, we just process a full refund for the order to the customer it will be posted on their credit card in the next 2-3 business days, they don't need to return the item back to our location. If there is anything else we can do to satisfy our customer please let us know.

Thanks

Customer Service Manager

Consumer

Response:

[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 have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: I purchased a roof rake through [redacted] online on 12-28-14. On my second use of the item, it broke. I contacted this company that made the rake and I was told they would send me out a replacement. Two weeks passed and the item is not here. I contacted this company again today (2-13-15) and I am now told that no new rake was sent out and they will not be available for another month. When this item broke I already had over 2 feet of snow on my roof that is still up there and I can expect a blizzard this weekend that will add another foot of snow. I understand that products break of may be defective but my real problem is that they could have told me they were back ordered or called me instead of me having to call them again to find out the situation. I cannot find a roof rake anywhere now and I expect that my roof will be compromised. I can not even find someone who has an opening to come over and remove the snow for me due to the high demand for this service at this time.Desired Settlement: I paid 48.73 for this rake and this company says I have to return it to [redacted]. [redacted] tells me they will only refund the item cost minus the shipping. I don't think I should be stuck paying the shipping charge if they sold me a defective item. I also expect my home will be damaged due to the weight of this snow and I feel that a call to me would have at least given me time to figure out another solution. This delay will end up costing me a lot more than the cost of the rake.

Business

Response:

We apologize for the inconvenience, we are currently out of stock on this item, we will be more than happy to try to help our customer and send them another item similar to the one they purchased at no extra charge for the inconvenience, the model of the item is [redacted] SNOW ROOF RAKE 21' is an aluminum rake the price is higher than the one the customer bought but we are more than happy to send right away. Please let us know if this is ok with the customer Thanks [redacted]Customer Service

Consumer

Response:

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased a Sun Joe Tiller (model # [redacted]) from a retailer on 04/09/2015. I've only used the item on about 5 days at no more than 1 1/2hr stop and go on soft ground (2-3 days after light rain soft). On about (07/11/2015) it just stopped working. It'll turn on for about 5 seconds than turn off. If you leave it alone for about 3-5min it'll start again for about 5 seconds than turn off. Lowes has told me that I need to find resolution through the manufacturer (Snow Joe, LLC). I began resolution communications with Snow Joe LLC on 07/13/2015 with a Snow Joe support specialist ([redacted]); I have in an email I received from him stating that Snow Joe would send a replacement unit on 08/10/2015. That date came and I did not receive the replacement unit. So I initiated a status report after a month of waiting for my replacement with another Snow Joe support specialist (Karina [redacted], she stated in an email that there were delivery issues and that I would be receiving my replacement unit ([redacted]) 2-3 weeks from 08/18/2015. Today is 09/09/2015 approximately 3 weeks later and I have not received even a status update from the company on if I'll ever receive the replacement. I have waited patiently since July 2015 and still have not received satisfactory resolution. Snow Joe made a profit by selling a bulk load to Lowes; Lowes made a profit by selling to me at an upcharge price, I the consumer is the only one on the losing end. I have $175.00 worth of defective product sitting in my shed doing nothing.Desired Settlement: At this point I am requesting a full monetary refund of $174.81. I don't want a gift card worth that much. I don't want a replacement tiller. I am requesting my money back ($174.81) so that I can purchase a different brand of tiller from a different manufacturer.

Business

Response:

We apologize for the inconvenience, the customer should be getting a refund within the next 5-7 business days, the FEDEX tracking number for the check is [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. For the future I hope that Snow Joe,LLC respects the Revdex.com standards for trust, specifically "Tell the truth", "Be transparent", "Honor promises by correcting mistakes as quickly as possible" and "Be responsive"!

Review: The replacement item has not been shipped. I have waited 2 weeks and all they did was create a tracking number on feb 13, without shipping any product.

tracking number below. [redacted]

Business

Response:

We apologize for the inconvenience, we had some major delays due to the bad weather, our warranty covers a re manufactured replacement for the delay and the inconvenience we upgraded the customer to a new unit, the replacement should be deliver today under UPS tracking number [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. That said, I received the same exact-worded message in multiple emails since February 13. Finally, the unit arrived yesterday -- but only after I filed a complaint with the Revdex.com. It was tested this morning and is in working order. The old unit is being returned today via UPS, as instructed by the company.

Review: I purchased snow joe SJ621 on November 2013 from Amazon Inc which came with a 2 year warranty. After roughly 2 months use this winter it stopped to start with a burning smell from the motor. I called Snow joe Inc. and they said they will send a replacement, which will ship in two days. 3 days after I call they said they will ship it next day. And after that it has been many phone calls like that. Each time they are giving me go around saying it will ship soon or someone will call me later which never happens. I understand they must be in a tough spot due to the weather and the backlogs but I also have a huge pile of snow to clear from my driveway.Desired Settlement: Send me a replacement unit as soon as possible.

Business

Response:

We apologize for the inconvenience, we had some delays due to the bad weather here on our location Edison NJ, we show the replacement was deliver today to the customer today under UPS tracking number [redacted]. If there is anything else I could do to make our customer happy please let us know

Thanks

Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased Model [redacted] Snow Joe snow blower and the company has informed me that this model has been discontinued and; therefore, cannot be repaired. Therefore I have a white elephant of a machine that failed on every level during the blizzard of a couple of weeks ago. I sent them pictures of where the machine cracked as well as the level of poor workmanship on the model I have. I have also shown them that there are several sites that continue to sell this model on their behalf.Desired Settlement: I would like to have the top part that I've shown them repaired; otherwise, replaced if, as they claim, this model is no longer being manufactured. That they have discontinued this model. leaving customers holding the bag for their poor quality is unacceptable.

Business

Response:

We apologize for the inconvenience even if the unit is a discontinued model it has a two year warranty with us, we will be more than happy to replace the unit with the model that replace the [redacted] our [redacted] all we will need is a copy of the proof of purchase email to us to [redacted] as well as the serial number of the unit, please include the Revdex.com case number on the subject line when sending the email Thanks [redacted]Customer Service Manager

Consumer

Response:

[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 have reviewed the response made by the business in reference to complaint ID [redacted], and what if I am unable to find the receipt for this?

Regards,

Review: ordered a snow joe model ion18sb cordless snow blower - merchandise arrived damaged in box by UPS delivery service - the box weighs 40 LB

Called up snow joe and spoke to [redacted] - He sent me a return label - I had to pack the merchandise in the box and called UPS to pick up the 40 LB box - UPS is asking me to pay $15 to pickup the box which is ridiculous as I am a customer they delivered the box damaged and Snow Joe and UPS should sort this issue as I am not in a position to pickup the box my self and drop it off to any other UPS location

Snow Joe is harassing me to some how deliver this box to UPS my self and they are NOT effecting my request for replacement of the merchandise until I return the damaged merchandise.

I am in touch with Mr.[redacted] from Snow Joe and I am not getting anywhere - He is never available and his assistants Jessica and Veronica do not want to helpDesired Settlement: UPS delivered the box late and delivered the box damaged and the merchandise damaged in it.

I am NOT willing to pay any pick up charges from UPS to pickup the 40 LB box from my residence and SNOW JOE and UPS should bear the expense of the same $15/-

No fault of mine if the box was delivered late and the merchandise in the box was damaged - Why should I pay UPS $15/- to pickup the box from my residence - SNOW JOE and UPS should work it out and have the merchandise picked up from my residence at NO cost to me.

I need immediate replacement of my merchandise from SNOW JOE which is being denied to me as I still have the damaged box and merchandise with me.

BTW I have repacked the merchandise in the box and its all good to go to be picked up by UPS.

You can reach me at [redacted] anytime on my mobile

Business

Response:

We apologize for the inconvenience, I been talking to Mr. [redacted], he will be NOT paying the $15 dollars for the pick up of the damage package, we schedule a pick up for Monday the 10th as he requested from 8am to 12pm, the pick up number is [redacted] with FEDEX. as soon as the pick up the damage we will schedule for Mr. [redacted] to pick up the new unit from our location as he requested since he did not want the package to go out with UPS again.

Once again we apologize for the inconvenience, our goal is to reach the customer's satisfaction. If there is anything else we can do please contact me directly at [redacted]

Thanks

[redacted]s [redacted]

Customer Service Manager

Snow Joe LLC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

PLEASE ALSO NOTE THAT I WOULD LIKE TO WITHDRAW MY COMPLAINT AGAINST SNOW JOE AS ALL ISSUES WITH SNOW JOE HAVE BEEN SORTED OUT SATISFACTORILY AND I WOULD LIKE TO THANK Revdex.com FOR YOUR KIND HELP IN RESOLVING MY ISSUES WITH SNOW JOE.

ALSO I WOULD LIKE TO THANK MR.ANDRE MERAS AND HIS STAFF AT SNOW JOE FOR RESOLVING MY ISSUES WITH MY PURCHASE OF SNOW JOE SNOW BLOWER EQUIPMENT AND I AM SATISFIED WITH THE OUT COME OF THE TRANSACTION AND THEREFORE I AM WITHDRAWING MY COMPLAINT AGAINST SNOW JOE.

Regards,

Review: snow joe puports to sell refurbished pressure washers but sent a unrepaired defective pressure washer. snow joe offered carrier pickup of it then recanted that offer stating they won't do a weekend pickup (which is offered by their preferred shipper,[redacted], as well as other carriers, but snow joe won't pay for it).

Business

Response:

We apologize for the inconvenience the customer had with this unit, maybe the unit got damaged during shipping, we are here 100% for our customers, we emailed yesterday 10/2/2014 a [redacted] Prepaid label to the customer under reference number [redacted] it was sent to the customer's email address j[redacted]. It will pay for all the shipping charges for the defective unit to be returned back to our location, as soon as we get the unit back, we will more than happy to process a full refund back to our customers credit card.Once again we apologize for the inconvenience.Thanks [redacted]Customer Service Below are the details of the label created yesterday for our customer From: [redacted] MO 63017US[redacted]To: customer service[redacted] NJ [redacted]US[redacted]Tracking no.: 7[redacted]Ship date: 10/02/2014Weight: 23.00

On September 9th I submitted an order for a replacement wheel kit for my snowblower - it's well ahead of winter on both sides of the coast. I was sent just a wheel without the accessories for the KIT. I have emailed and submitted help tickets 3 times to resolve the issue and get the actual wheel KIT. I have an email acknowledging this was their error but all the promises of shipping have not happened. It's getting colder outside - I still don't have a wheel kit.

Review: I purchased a SnowJoe model Sj622e snowblower on Jan 3 2014. For the first two times I used the device it worked as expected.On the 3rd occurance of my using the device, it began to loose power and then began to smoke heavily.Iimmediately stopped using the device and contacted Snowjoe for a remedy.I contacted SnowJoe on Feb 5 and was told that my snowblower was indeed under warranty , and that SnowJoe would replace it .It is now Feb 13, I have been promised on 3 different occassions that my replacement snowblower was "On its way". This morning ,Feb 13 2014, Icontacted SnowJoe directly and asked where my replacement snowblower was, and was informed that notonly was there not a replacement on its way to me as promised in my emails from SnowJoe,but, that the particular model that I was having replaced is not even in country yet as it is in transit from CHINA!!! I understand that business have problems,but, when a promise is made. I expect that promise to be honored and fullfilled....Desired Settlement: Either replacement of the defective unit with a comparable or better model within 2 business day as promised

Business

Response:

We apologize for the inconvenience, we did have some delays due to the bad weather we had in our location Edison NJ, we show the replacement was deliver on 02/14/2014 under UPS tracking number [redacted]. If there is anything else we can do to satisfy our customer we will be happy to do so.

Thanks

Customer Service Manager

[redacted]

Review: I have a snow joe snow blower. a part broke in it. On February 2, 2015, I ordered the part and they said they have the part and it would ship out. I called them when I did not receive it and they said it would definitely be shipped out by February 10, 2015 and I would receive it by February 12, 2015.

It is a snow blower. I live in Boston,MA and we are in need of a snow blower. They are not truthful. If there were I would have made other arrangements. I would not have purchased a snow blower from them if I cannot get parts. They told me they had computer problems, but it has now been 10 days since I put in my order. There is another big storm this weekend. Please help me.Desired Settlement: If there can't deliver I would like to return my snow blower which is 3 years old...

Business

Response:

We apologize for the inconvenience, we had some power issues in our location due to the bad weather and cause some delays in our orders, we will make sure this order goes out today with overnight delivery under FEDEX tracking number [redacted], once the order get deliver we will process a refund on the original shipping charges on this order.Thanks

Consumer

Response:

I am rejecting this response because: All Snow Joe did was to create a tracking number without sending the package. I called Fed Ex on 2/13/2015 and Today 2/16/2015 and fed ex they told me no package was dropped off or picked up at their location. Snow Joe is being deceptive and underhanded in trying to resolve this dispute...

Review: bought an christmas tree stand in October of 2014 and it stopped working after a couple of weeks of using it was told that I have to wait till September of 2015 and it was my responsibility to follow up to get my replacement which I did and my last phone call was on October 07 2015 . and still didnt get still get any satisfaction response to my problem.I was told different stories as to when I will get my stand and I admit I lost my patience but that didnt give the right to hang up on me especially when they wouldn't listen to me and would just continue to talk over me.

Business

Response:

We apologize for the inconvenience, we will be more than happy to take care of this issue for our customer, we have two options, unfortunately since this item is a seasonal item we are currently out of stock until the end of November, we can have a replacement order open for the customer and as soon as the item is available we will make sure to send the replacement out. The second option we can offer the customer a refund for the purchase, all we will need is the proof of purchase, the customer can email it to us directly at [redacted] and we will issue a check for the the item and include the case number

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.