Complaints

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:03/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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 a new $5,000.00 SPECIALIZED Turbo Como 5.0 IGH Ebike equipped with a Proprietary Corded Garmin Model Radar. I was told by the Owner Wake of the Ebike Store in Portland, Or to bring my Ebike it in to start a Warranty Claim, but then SPECIALIZED still has to approve it? All the Reviews on Google & Complaints on this Better Business Bureau website say SPECIALIZED "refuses / will not" honor their Warranty period. This SPECIALIZED Ebike Components Company also has a "F" Rating on the Better Business Bureau website. This corded Garmin Radar Product that came equipped on my new SPECIALIZED Turbo Como 5.0 IGH Ebike has some serious Quality Control Issues & won't work with this Ebike & that's why it severed / broke. I DON'T want an "exact" replacement because this Product is Defective period. All of Garmins Bike Radars are Bluetooth so why does my Premium Ebike not have a non-corded Bluetooth Garmin Radar on it? SPECIALIZED & Garmin are hustling customers refusing to take responsibility for a failed product design leaving customers high & dry. Garmin keeps saying it's SPECIALIZED's responsibility yet it's Garmin's name that's on this product & not SPECIALIZED's. This mentioned Defective model Garmin Radar is worth $300. I would like Garmin to provide me with a non-corded Garmin Radar as a Warranty Replacement being their Garmin name is on this product & not SPECIALIZED's. If this is not possible then I will seek out Legal Counsel to Sue SPECIALIZED & Garmin.

  Business Response

  Date: 03/14/2025

  Thank you for reaching out.  Garmin
  has taken another look at this matter, and its answer remains unchanged. 
  The head unit that this customer has is a product specific to Specialized, and
  such products are installed, maintained and supported by Specialized. 
  Garmin is not in a position to provide this customer with a replacement unit,
  including any standalone Edge product.  The customer’s path to a resolution
  lies with Specialized, not with Garmin.
  

  Business Response

  Date: 03/17/2025

  Garmin has nothing further to add to its prior response. Thank you.

  Customer Answer

  Date: 03/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********* ****

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 vivosmart 5 quit working on January 9th. I contacted the company and was told to return it which i did. They sent out a replacement on January 21st. The postal service has lost the package. It did not track at all from January 23rd until January 31st. I have repeatedly asked garmin to send a replacement to no avail. They say they can't send out a replacement until the postal service says it's been delivered and I prove i didn't get it. I filed a notice with the postal service. C******** ** ***** **stal service ***********) has checked on it for me. She said that i needed to get garmin to file a claim but they are not cooperating. I need help.

  Business Response

  Date: 02/06/2025

  Thank you for reaching out about this.  We did ship out a replacement on Jan. 21. Our review of USPS records shows that USPS reported weather delays in that region, which apparently has caused the package to be delayed.  We are still seeing movement on the package just 2 days ago (Feb. 4), which we do not consider to be no movement of the package.  Garmin wants to give the package a bit more time to reach its destination before deciding to send out a replacement. Thank you.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 10/10/2024 I purchased a device (Garmin smartwatch) by the amount of $427.00. The device stopped working and, as a result, contacted Garmin's customer support since device was within the first year of initial manufacturer warranty. On first support call (chat) and doing some troubleshooting it was determined by the business support staff that an exchange was needed. I was told that Puerto Rico, (USA) was considered an international location and that the exchange process would take a couple of days. After several followup calls (chats) I have yet to be contacted by Garmin's customer support nor has the exchange process started. List of calls (chats) and dates made to Garmin's customer support follows: First/ initial call (chat) @ 12/26/24, second call (chat) @ 12/30/24, third call (chat) @ 1/2/25. As mentioned before, and after more than a month of trying, following up and waiting to get a resolution for my issue I have not being contacted yet by the business nor a positive result had being obtained. Hopeful I'll get any help. Thank you.

  Business Response

  Date: 02/10/2025

  Garmin is reaching out to this customer directly to try and resolve this. Thank you.

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  December 19, 2024
  
  QuickFit® 26 Watch Bands
  Graphite/Spark Orange Silicone
  010-13393-05
  Qty: 1
  
  $49.99 USD
  Subtotal. $49.99 USD
  Shipping. $11.00 USD
  Estimated Tax. $3.81 USD
  TOTAL. $64.80 USD
  
  The $11 shipping charge was for expedited shipping as the advertised I could get it by 12/24. Otherwise I could have had free ground shipping. According to their tracking it has not shipped yet. I tried to cancel the order but they said it was too late. I requested the refund of the $11. They acknowledged the request but did not answer back.

  Business Response

  Date: 01/10/2025

  Thank for reaching out about this.  On January 6, Garmin informed the customer that we would refund him per his request, and the refund was provided to the customer on January 8.  Garmin believes that this matter has been resolved to the customer's satisfaction. Thank you.

  Customer Answer

  Date: 01/13/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Customer service has repeatedly failed to provide assistance upon request for products they sell. I just purchased a $1300 watch. I need a charging cable which I have difficulty locating on their website. I have sent three emails seeking assistance never received one response. I consider this breach of contract.

  Business Response

  Date: 01/06/2025

  Thank you - Garmin has reviewed its records and did receive and timely respond to the various communications that the customer sent.  Per a response that Garmin received from the customer early this morning, it appears that Garmin's responses ended up in the Junk folder of his email account. Garmin has also followed up with this customer an additional time with a direct link to the charger, should he need the link in the future. Garmin considers this matter resolved. Thank you.

  Customer Answer

  Date: 01/07/2025

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 12/30/24 I was contacted by ****** ****** (debt collector) about an outstanding balance with Garmin Co. On 1/2/25, I called ****** ****** to inquire about the amount and to pay the outstanding balance from 2022.
  
  Subsequently, I called Garmin to determine how I had been referred to a debt collector. They initially told me that my account was in good standing and had been since its inception. They later called me and let me know that at some point in 2022 I had an overdue balance. They told me to contact the debt collection agency for a refund, since I had paid the overdue balance to Garmin in 2022.
  
  I later called Garmin asking them to complete three things:
  1. Garmin to provide me the duration of time that the balance had been outstanding.
  2. Garmin to provide me the 2 letters required by law that states my account would be referred to a debt collector.
  3. Garmin to call the debt collector and ask them to issue me a refund.
  The representative said she could not perform these actions and would have to escalate to her manager, who returns on Monday, 1/6/25.
  
  I am asking Garmin to swiftly take the 3 actions above AND to:
  4. Write a letter to all three credit bureaus asking that my credit score not be adversely affected as a result of their mistake.
  5. Write a letter to me outlining their mistake.
  6. Apply a year's worth of services to my account ($215.63) as restitution for the impact to my time and credit score.

  Business Response

  Date: 01/14/2025

  Thank you for reaching out about this.  Due to the low amount of the balance, there was nothing sent to the credit bureaus, and therefore, there was no adverse action taken as to the customer's credit rating with respect to this particular balance. Garmin is in the process of arranging for a refund of the amount that this customer paid to the agency, as well as providing a good will credit of $100. Garmin is also in the process of checking all of its records with this agency to ensure accuracy. Thank you.

• Initial Complaint

  Date:01/02/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 a smart watch from the Garmin website directly. I paid $18 for one day shipping. I received an email indicating it would take 8-10 days for shipping. This was yesterday. I checked the status today and it says the item hasn’t shipped yet. The real issue, however, is there is no way to contact Garmin customer support about this. The website keeps taking me around in circles and the only phone number available is for troubleshooting product malfunctions. I have spent over an hour trying to find away to contact anyone at Garmin for assistance.

  Business Response

  Date: 01/10/2025

  Garmin will contact this customer directly to try and resolve this. Thank you.

  Business Response

  Date: 01/10/2025

  Garmin's records show that the customer received her device on January 6 and that Garmin has approved the refund of the shipping cost of the device. Garmin believes that this matter has been resolved to the customer's satisfaction. Thank you.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 own a Garmin Venu Sq 2 watch which is in warranty until mid-Jan 2025. For the last 2-3 months I am having 2 problems - 1) It does not record the heart rate correctly many times, 2) it disconnects and reconnects with my phone very often even though the phone is close by.
  
  About the heart rate problem, I had called Garmin about 2 months ago and the lady said to reset the watch whenever this happens. I try to do so which works for sometime and then the problem occurs again. The lady had said if this keeps on happening, they will replace the watch.
  
  So, I called today and talked to ******** She said the watch must be recycled every week which I have never heard of. My wife owns a ******* fitness watch and we have owned ****** watches in the past and none of them had to be recycled once a week.
  
  I am an electronics engineer with a Masters degree and have worked in this industry for over 43 years. I am convinced that this is a defective watch and am asking that this watch needs to be replaced under warranty at no cost to me.
  
  Thanks,
  ******** *******

  Business Response

  Date: 01/10/2025

  Garmin will contact this customer directly to try and resolve this. Thank you.

• Initial Complaint

  Date:12/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 ordered a watch on 12/8 and was notified that it was delivered on 12/14. It was not delivered so I contacted Garmin on 12/18. Garmin would not send a replacement watch advising that their internal policies required an investigation. Their suggestion was for me to call the postal service to try to find the watch or to order another watch at a cost of $250 so it could possibly arrive in time for Christmas. They indicated that it would likely take another 7-10 days for them to finish their investigation at which time, they would decide if they would refund the money to me.

  Business Response

  Date: 12/23/2024

  Our records show that we shipped this customer the requested replacement
  on December 19 and arranged for it to be delivered via next day shipping. 
  The customer should have received her replacement order already. Thank you.

  Customer Answer

  Date: 12/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I returned the watches and am waiting on reimbursement. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 01/03/2025

  Garmin has received the customer's returned products.  The requested refund should be received soon. Thank you.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Prior to relocating to Australia for my job with the DoD, I purchased a Garmin Download for Australia/New Zealand, Order Number: 1***********, Ordered on 10 September 2024. Download: City Navigator Australia & New Zealand NT *********-00.
  When I arrived in Australia and attempted to use the Garmin in Australia, the maps did/do not work. I attempted to download them again several times and double checked my Device was good. It was. I contacted Garmin to request help and received no response. I contacted Garmin again to request a refund, then started to receive advertisements to purchase more Garmin product but nothing about the refund. The download is expensive and does not function.

  Business Response

  Date: 11/21/2024

  Garmin will reach out to this customer directly to try and resolve this. Thank you.

  Business Response

  Date: 11/25/2024

  Garmin continues to try and contact this customer to try and resolve this.  Once Garmin is able to connect with him, we will work with him to try and reach a resolution. Thank you.

  Customer Answer

  Date: 11/28/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Garmin has reached out to me. At this point, I just ant a refund.  Their product does not work.  I cannot be properly downloaded. It left me with more expenses to resolve my travel issues. Garmin sent an email stating that they would refund me. But this message in the BBB message center is contrary to what Garmin sent me. See attachment.
  
  
  
  Sincerely,
  
  
  
  ******** ******