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Business Profile

Hardware Sales

Sunshine True Value Hardware

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    New product broke while using in the first hour home owner seen it break. Store denied me refund / took item and receipt no further resolutions were discussed went back 3 plus time to ask about a resolution manager stated I ran it over so he wont refund me

    Business Response

    Date: 10/07/2025

    On 9/8/2025 at approx. 5:20 pm customer ****** **** came to our store with a broken PAS-2620 multi tool outdoor power tool manufactured by ****. ****** had a receipt to show proof of purchase which was dated 9/4/2025. ****** claimed that he was operating the machine for less than an hour and the coupling that joins the machine to different attachments twisted and broke on him unexpectedly. I apologized to ****** for that experience and explained to him that our policy is to file a claim with Echo to warranty his damaged part on his product as outdoor power equipment warranties are subject to go through their manufacturer. I also explained to him that we would need to order that part so if he could please give us the time and opportunity to make this right and get his machine repaired. ****** agreed to giving us an opportunity to correct his situation.
    On 9/9/2025 I relayed to our Mechanic the incident and if we could begin the process of filing a claim with Golden Eagle (Echo) for the damaged product. Our Mechanic called ****** on 9/9/2025 to advise him that he will be filing a claim for his damaged part and that he will be taking care of his machine while it is with us. An order for the damaged part was placed that day with Echo.  Being that we are located in ******, normal turnaround times for shipping and receiving  parts is approximately one to two weeks, which is reiterated to customers.  
    On 9/18/2025 ****** had another individual call on his behalf inquiring about the status on his machine. I explained to her that we already filed a claim with **** regarding the damaged part. We placed an order for the damaged part and it is on its way. As soon as we receive it we will call him and he can pick it up. The caller asked about our 30 day return policy that was printed on the receipt. I explained to her that the return policy wouldn't apply to a machine that has been used like ******** machine has been used. I reiterated that we have the part for his machine on order and that Echo's policy for warranty work is to fix/replace the damaged part and to return it to the customer as soon as possible. She was satisfied with that response and advised that any communications going forward go through her not ******.
    On 9/27/2025 ****** came into the store and demanded a refund for his broken machine. I explained to him that we have filed a claim to replace his broken part and we're waiting for it to arrive and as soon as it does we will replace the damaged part and will call him to pick it up. ****** was persistent in getting a refund for his damaged machine and I explained to him that is not our policy in a circumstance like this and that we're already in the process of resolving his issue. At that point ****** had revealed his phone that he had hiding behind his back, showing that he was filming our conversation the whole time. ****** left the store shortly after.
    On 9/27/25 the part for ******** machine was delivered and immediately applied to his machine, which was then tested for performance, and ****** was then notified that his machine was ready for pickup. ****** informed us that he would be on Monday, 9/29/25 to pick up the machine.   
    On 10/7/25 when the machine had yet to be picked up we called ****** to reiterate that his machine was fixed and ready for use.  
    As of today the repaired machine is left in our repair shop, fixed and ready for pickup. 

Sunshine True Value Hardware is NOT a BBB Accredited Business.

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