Complaints

This profile includes complaints for Chervon's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chervon

  1203 E Warrenville Rd Naperville, IL 60563-1461

• 

  Chevron

  5331 Veterans Memorial Pkwy Lanett, AL 36863

• 

  Chevron

  101 Sand Bar Ferry Rd Augusta, GA 30901

• 

  EGO Customer Service

  120 Ionia Ave SW Grand Rapids, MI 49503-4195

• 

  Chervon

  407 S 3rd St Ste 220 Geneva, IL 60134-2857

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.

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  EGO self-propelled mine stopped working in the middle of mowing yard, and never re-started. Battery fully charged and no visible damage to mower It just stopped working!!!

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On May 17, 2024 EGO lawnmower stopped working. May 23, 2024 I contacted EGO CUSTOMER SERVICE to submit a warranty claim. May 24, 2024 dropped off lawnmower at Norther Tool. June 19, 2024 Ego received notice from Northern tool stating lawnmower beyond repair request new lawnmower be shipped to my home address. June 27, 2024 called who to get email of confirmation of tracking number who customer service stated lawnmower ready for shipping should receive email by July 2,2024.July 2, 2024 called ego customer service still no email no update asked to speak to a American supervisor stated that there was none and that it will take up too 24 -72 hours for a supervisor to call me back which is absolutely unacceptable. I have been waiting patiently and I feel like I am getting no where with these people. Below I had put a receipt of how much the product cost. I would just like to get my money back the full amount because this company obviously doesnt care about their customer's satisfaction.Please help me get my money back the full amount.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  This is for a 211N SP lawnmower made by Ego and purchased from Lowes hardware in *****, **. I created a warranty claim with Ego on December 14, 2023 as a warning sensor in the handle was incorrectly triggering and I was unable to use the mower. Ego support approved the repairs after troubleshooting. I was asked to take it to Lowes in ***** for repairs which I did that same week We did not hear back from ***** so we went after a month to check on the mower, at which time we were told they send them out for repairs and that since the mower started no repairs were done. We called Ego again while at *****,showed the Lowes staff that the issue isnt starting but actually attempting to use and maneuver the mower, and a second warranty ticket was done. We again went over a month without an update and in middle of ***** were told the mower starts and no issue.I called Ego again, spoke to a manager, and they then sent me to Ace Hardware in ********. I showed them the issue so the manager knew exactly what was going on. This was on May 15, 2024. I have been calling the repair facility and they said Ego has not been responding to their inquiries about parts availability. I have also called Ego and requested a manager on multiple instances since and a e had no responses despite them providing a ***** hour callback expectation. At this point Ego has failed to fulfill their warranty obligations to me, and failed to allow their shop the updates necessary to provide good service as an authorized retailer. I am spending $200/month to have my yard mowed as I wait for Ego due to their poor authorized repair facilities via Lowes, and then general lack of response to me since December 2023.All of this is avoidable by simply replacing the faulty mower per the warranty. I have done absolutely everything asked of me as a consumer.Dates I have called Ego for help are 12/14/23,2/3/24, 3/15/24, 4/15/24, 4/27/24, 5/2/24, 5/6/24, 5/15/24,6/12/24, 6/17/24. 6/24/34, and 7/1/24.

• Initial Complaint

  Date:06/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I purchased an ego mower in April of 2021 from ******, my battery is overheating according to their customer service technicians. They suggested that I replace the battery. I was told that since my battery was 2 months out of warranty I would have to pay full price of ******. A new mower is less than that!

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Product: Ego Lawn Mower Purchase Date: Less than a year ago Issue: Dry rot of the grass collection bag Attempts to resolve:Multiple calls to customer support with no callback Eventually spoke to a representative who registered the unit and promised to send a replacement bag Bag never arrived Second call revealed that replacement is not guaranteed and requires review board approval with no status update or assurance of resolution Impact: The damaged bag significantly affects the overall use of the lawn mower, as it is essential for collecting clippings.Desired Resolution Replacement of the dry-rotted grass collection bag Assurance of a functional product that can be used as intended Improved customer support and communication

• Initial Complaint

  Date:06/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On April 20, 2024 I contacted Ego Power Tools customer service to determine steps required to have my Ego trimmer repaired under warranty. They directed me to take the tool to our local Northern Tool store and provided me with a work order form to submit when dropping the tool off. I dropped the tool off that afternoon. On 4/22/24 the technician from Northern Tool texted me to indicate the part required had been ordered, but was on backorder and that the earliest delivery date would be May 25, 2024. I called Ego customer service to see if there was anything that could be done to expedite and asked that they contact the technician. After several weeks, *** had not reached out so I contacted them again and asked that they reach out. On May 8, the technician said *** did call him and simply repeated the part was on backorder no ETA was available. At this point, I contact *** and asked if an alternate resolution could be considered as waiting multiple months for the repair of the tool was unacceptable. I was told I had no option but to wait for the repair. I called back to speak with a different representative and asked if I could speak to a manager. My request was for Ego to provide a replacement trimmer since mine could not be repaired in a reasonable timeframe. I was told the case would be escalated and a manager would call me. Over a week later, I still had not received a call so I once again called Ego customer service and requested a manager. This call was on 6/21/24 and I was told a manager was "guaranteed" to call me that business day. I never received a call. As evidence of the many calls I made to Ego, see the case numbers below that they assigned every time I called:Service Referral Form - 4/20/24 Case ******** - 4/20/24 Case ******** - 5/8/24 Case ******** - 5/6/24 Case ******** - 6/6/24 Case ******** - 6/14/24 Email from Ego indicating escalation of ticket - 6/14/24 and 6/21/24 All emails are attached. No response to any of my emails to Ego was received.

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I purchased an ego pressure washer online from Amazon on March 23rd 2024. I'm having an issue with the pressure washer and I was told by ego tech support to take it to a service center to have it looked at. I was then told to recover all of the equipment parts from the service center and take pictures of it and they will ship me a new one. I've initiated this request over a month ago. Every time I tried to find an update, it indicates the case is closed. They indicated to me they will send a tracking number in 24 hours on June 12th for when my new pressure washer will be shipped. They have jerked me around for over a month to get this pressure washer fixed. They had my wife go back and forth to pick up parts and then take pictures to satisfy themselves. They are not honoring the warranty and the time frame that they are doing this is ridiculous. The service is beyond dismal and I want my pressure washer in working order. They have yet to send me the replacement or confirmation of shipping of the replacement. I don't know what else to do. They are disgusting

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hello, i bought a 20 inches ego chain saw, but my chain broke I went to every store the carry ego to buy the chain replacement but nobody have it, so I went to the website of ego, and it say coming soon, but coming soon is not a specific date, so I contact customer service and they tell me is nothing they can do I just have to wait when they release the chain for my chain saw, so right now I got a project in the backyard of my house the I not be able to do, I take some time off in my job to this project, my complaint they supposed to tell customers before buy the product the they not have the replacement for the product, the is something no make sense sell a product but not have the replacement, the customer have the right to know before the buy the product, now I cant do my project because that, if I know the before buy the chain saw I would never buy it, I would buy something with replacement and now I have to wait, who now when the replacement is ready . I just want to return the chain saw and get my money and buy something the dont hold my project in case the chain broke!! thanks.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My ego lawnmower that i have had for only 1 year randomly stopped working during my second mow of the summer. So, i contacted customer service since it was under the 3 year warranty. Long story short, i had the lawnmower looked at by a mower repair man and they could not fix the issue and told me it would be replaced since its under the warranty. they submitted this to Ego and told me it could take about 2 weeks to get a new lawnmower. well, 2 weeks went by and i didnt hear anything from Ego, so i called them and their customer service is completely helpless because they cant speak directly to the warehouse that ships the new equipment. my new equipment still has not been shipped and they said it should have shipped within 7-15 business days after the order was placed, which was on june 3rd. i am needing my new lawnmower so i can actually mow my lawn and im worried i will never receive the new equipment. this company will not give me any information and i still have not been contacted by a manager, even though i have requested this. After this experience, i will never buy anything from this company again. i just want my lawnmower or a refund so i can buy my own and they are not willing to help me or give me any information. if you could help expedite this, i would really appreciate it.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My lawn mower died after less than one year of use, which is firstly an is***. I called *** to get in for warranty and it took over 1 hour of my time. They told me to bring it to Lowes in ********, **. I did so on May 26, 2024.****** said they would send it out for repair. The contracted repair professional would pick it up May 31. Then it would be repaired & returned to ***** June 7. That didn't happen. ****** was no help and that's another story, but I called *** 3 times. *** wait times can exceed 20 minutes and usually it takes 20 minutes on hold until you get an automated message to get a call back. I did this TWO times without a call back at ALL. On the third try I got someone on June 16. At this point my lawn was so long that I actually found a tick on me. The rep on June 16 said that the *** rep I spoke with on May 26 who told me to bring it to ****** shouldn't have done that. It took him over 10 mins to find where it was. Both of us were surprised to find out it had been sent to a place in ********, **. I was given the company's phone number, but I cannot reach them, either. I was told I would get a call back June 17 by 9am. I changed my schedule to hear back and waited by the phone. No one called. I called back today. Someone said I would hear by "end of day." I have no clue the status of my lawn mower, if it is even in ********, ** or just stolen at this point, etc. They took my charger and battery also. I need them to fix this is*** immediately or I intend to *** them for theft.