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That backed up there product. I had send pictures and explain the issues in detail but they did send me a new one. Thanks

This is a two-part review - Mary Hinayon was a very helpful responsive customer service rep. However, there was a lot of back and forth (due to return policies?) in order to settle on how to address the problem we had with charging our electric snow shovel. It is all set now (bad battery, like I originally thought) and we will be able to use it next year. We barely used it this year but needed it in April because we live in Vermont. Due to the battery issue, we couldn't use it when we most needed it. I think it would be nice if warranties did start again once something is fixed due to the lost time trying to get something repaired. That's why this is a 4 and not a 5.

If I could give this snow Joe/Sun Joe a ZERO I would. I had a hose bust and it was like pulling teeth getting them to send me a new one. Even though I had the receipt and had filled out the warranty when I bought it. So I got the new one and fast forward to the next spring we just opened it up and the end of the nozzle is egg-shaped, bent. It has apparently been damaged, and almost looks used. I will not be contacting them again because it's a useless. I'm sure they will write on here they are happy to help, but they are not happy to help, in fact they are exactly the opposite. So very frustrating and I will never buy one of their products again.

Hello like to drop a note here as to my experience dealing with support team especially Ms. Angel Planga. After going to HomrDepot and having my item rejected due to 12mo deadline... I reached out to ShopJoe and I was able to get my garden hose replaced. It's not expensive,however, it is nice to know manufacturer stood behind their 2yr warranty. Thank you and great customer service Ms. Angel Planga

Angel Planga was very gracious in replacing our hose after it developed a leak.

After multiple purchases of Snow Joe items, today's experience has led me to no longer support their brand. Despite having an active warranty until 2025 for a mower I bought through Home Depot, Snow Joe attempted to void it. Although they replaced the mower due to a recall, when I registered the new product with a 2-year base warranty, they refused to honor it and replace the unit. The welding on the mower came apart, and Snow Joe refuses to address the issue. I highly advise against wasting your time with this brand. For your reply is full of crap two of your so called managers have called give the same song and dance !!! One called me a liar the other danced around the subject and wanted to provide a lesser product than what i currently have, that is not customer service or customer care that is passing the ball until someone leaves you alone due to too much beuracracy.. not your fan anymore!

Sharmine Alcera took care of the issue I was having and resolved it very fast. What I thought was going to be a hassle she made a breeze. I will definitely do business with them again.

I purchased a 24V-X4-SB21 96-Volt MAX iON and find out the batteries are absolutely garbage with 4 of them at 12 AH they are not cheap. After 3 months I contacted Snow Joe for warranty. They ask for my receipt so I provide it and they say sorry you didn't buy it from an approved seller?? Really but you let me register it for warranty on your website? The customer service rep tells me they are having issues with the batteries. They may need a different type of charger. So leave us consumers with nothing. Should be a recall especially since this unit cost so much. (STAY AWAY FROM SNOW JOE) My answer to Sow Joe: Now isn't that a nice marketing type answer lol. Chat GPT write this? So tell me how does a consumer actually know who your authorized dealer is? Tell me when I registered my unit on your website and it accepted all my credentials and asked if I wanted to extend the warranty for 2 more years; if I paid for it then what? Do you just give me the whole canned marketing answer again about how sorry you are and lessons learned for everyone. Save your BS answer trolling these sites trying to make up answers like you care. Again consumers be very aware of the type of company you are buying from.

If it would be possible, I'd give two ratings. One star for the long and drawn out warranty process and five stars for the customer service people, especially Sharmine Alcera, who responded promptly to my questions and was always polite and helpful. My issue was a SunJoe pressure washer that didn't reach washing pressure. It was not quite two years old and still in warranty. I contacted the company in March. Customer service suggested I re-set the unit. That didn't work so I contacted the company again. After several back and forth emails about how I used the washer, the water supply, the electrical supply, etc., the company said they would honor the warranty and give me a new unit. The first one that was proposed was agreeable to me and then I was told it was out of stock. The second one was not comparable to what I had so I didn't want it. So I was put on a wait list for a comparable unit. Three weeks passed. I contacted the company again. This time, I was offered a comparable washer but had to ship back the old pressure washer before the company would send out another. Today the new washer arrived. It's been two months! I understand a company has to weed out those who are looking to score a new pressure washer but it was a very tedious process where the customer feels like he/she is in the wrong. A warranty should be honored without the hassle. I am grateful that the outcome was positive and I do have a new washer. I am looking forward to pressure washing this summer!

Angel Planga was OUTSTANDING; she is the primary reason I will go with SnowJoe next time I need lawn equipment. She recognized my warranty, walked me through process, kept me up to date on progress, and now I can mow my lawn again!! Well done Angel!

Horrible products by this company. do not buy any product from this company. there is no customer service that can resolve problems with the product. Alex real name is different and is Junesse Badayos, the so called supervisor has no knowledge of how to connect to the management of the company. the first time i bought the product spx 3500 in july 2021 which started leaking after 3 o4 times. the replacement they sent i used it hardly for 2 times. then i did not get time to talk with the customer service. although my young son called them to replace the unit. they refused saying the warranty is out. however the replacement product that they sent were also defective. in other words, they sent defective products and wasted lots of time and energy. My request to talk with the management regarding their terrible product has been denied so far. they would not do anything other than if I buy another product from this lousy company, they will give me an extra year of warranty. NEVER TOUCH THIS COMPANY. Their PRODUCTS ARE HORRIBLE and they do not stand by their product. their customer service is terrible as well. I have asked for the manager but after reviewing all the comments here this same guy ALEX (his real name is JUNESSE BADAYOS) i do not expect any one will contact me or they will post some standard reply that they send to everyone who complains. Totally disgusted customer with the help offered to resolve the complaint. Thu, May 9 at 8:44 PM 3 min

Purchased lawn mower for my father for Christmas. He had a stroke/heart attack before he was able to use it in the spring. We tried to return it for a refund due to the extenuating circumstances but they will only give store credit. We were unable to predict his medical event and still refuse refund. They should be ashamed. I personally will never use/buy one of their products ever again. Very poor customer service. And I see many examples amongst the reviews.

They dealt with my warranty issue quickly and sent out a replacement pressure washer. The whole process was clean and simple. Christine Reamillo was a pleasure to deal with.

I bought a Sunjoe Hedger & Trimmer last year, HJ604C. I haven't used it that much, but it started slipping out of gear with either attachment. Even after cleaning, double checking proper placement. So I contacted Sun Joe and they are sending me out a replacement today. As it is still under warranty. I contacted customer service via chat and was fortunate to get Christine Bancog as the customer service rep. She took care of the situation and sent out a replacement. Thank you, Christine

I kindly request to FILE A FORMAL COMPLAINT within the company and ask for management oversight into the help/customer service department, specifically their leadership; Supervisor Alex. For 2 weeks, I have been told “a supervisor will call you in 24-48 hours”. After 48 hours, I call back and am told the same. Even though I have called 5 or 6 times, I STOPPED RECEIVING CUSTOMER SATISFACTION SURVEYS after my 2nd call. The last representative told me that my email address was REMOVED from their RECORDS and they cannot see any of my previous calls. I believe they are INTENTIONALLY HIDING THEIR MISTREATMENT OF CUSTOMERS. After refusing to get off the phone until I spoke with a supervisor, spending 35+ minutes on the last call to achieve this, I finally was able to speak directly with Supervisor Alex but when I told him I wanted to file a formal complaint, he told me, “a supervisor will call you in 24-48 hours”. Groundhog Day; Can you guess they never called back? I understand long wait times, I understand needing a few days or even weeks to research, I can even understand if there is no solution, but what is COMPLETELY INAPPROPRIATE is LYING TO CUSTOMERS and FALSIFYING RECORDS. I am sure MANAGEMENT will want to be made aware of these actions. I truly could not tell the difference between this customer service department and a SCAM CALL CENTER. They claim there is only one (1) supervisor in the entire company (Alex), they claim there is no way to file a complaint, and they lie repeatedly. Please forward my request to the proper channel to file a formal complaint, either verbal or in writing, within the company and do not forward me to the department I am filing the complaint against as they refuse to investigate themselves and it is important that management oversight is alerted. Thank you.

Christine Buhat was very helpful. I am happy with the service and SunJoe is doing great. Christine was very patient and answered all my queries and walked me through the troubleshoot steps.

Great customer service and quick solution via emails thanks to Rose Irea

Christine Bancog was very helpful and resolved my warranty claim in an expedient and professional manner.

Don't Buy it They make it hard and you responsible for getting their faulty equipment back I am angry i bought a snowjoe use once Battery started smoking had only enough time to pull it out threw it outside and watch it explode in mid air a few seconds longer it wouldn't been my life call customer service was told they would send me a shipping labor and a box to return it and that was six months ago today I finally called them again They found the information where i had sent them the receipt they needed verify the purchase only be told that now I have to go print off a shipping label that they're gonna send to me by email and go find a box to put it in and then drive all the way out to FedEx, which is probably 20miles for me to return it and I am livid. First of all I payed shipping when I bought it now I am supposed to pay again I am upset and I am mad to have to go in my pocket to pay to send back something that's not even my fault that was faulty and anybody out there that thinking about buying one don't I did a Facebook video when it first happened and I am going back and pull it up to show it again about that battery and tell how snowshoe treat you as a customer. Don't buy it. It's not even worth it.

I bought a SunJoe (/SnowJoe) Pressure Washer SPX-3000 through Amazon.ca, and loved it for the first year. I started it up the next spring, and it was clear within that first use the engine was failing. It started smoking, and the water pressure would plummet after a few minutes of use. I did buy the extended warranty, but the time of the failure was during the standard warranty time. When I contacted their support team, they made it incredibly easy to get a replacement. Sharmine Alcera took care of everything for me, and my new (and upgraded, as the SPX-3000 is discontinued) pressure washer is being shipped this week! Plus, my warranty that I purchased on the original pressure washer was transferred to the replacement, with no further cost. I didn't have to pay for the replacement shipping either. Overall, really happy with the customer service. I'm a little annoyed the pressure washer failed on the second year, but the SunJoe/SnowJoe team did everything in their power to make it right. This is my first review on TrustPilot - I really was impressed with the ease of the replacement process and wanted to recommend the company based on my experience. Thanks SunJoe :)