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:10/18/2024

  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.

  - October 7th, 2024
  - $24.99 per month ($300 per year)
  - Was induced by Garmin to exit my contract & enter into a more expensive contract on the premise of access to photo & voice messaging.
  -Garmin non-performanced on photo & voice messaging.
  -Reached out to Garmin Support & was advised that my InReach mini 2 did not support photo & Voice messaging.
  -The service agreement nor the email solicitation did not specify specific devices in which the service was offered to simply that it is compatible with ******* ********* App.
  
  Thank you,

  Business Response

  Date: 10/25/2024

  Thank you for reaching out.  Garmin’s website, including webpages
  that discuss voice messaging and photo sharing make it clear that those
  features are only available with select devices.  The customer would have
  seen such messaging when he reviewed the materials to select his new
  subscription.  However, Garmin did already work with this customer to
  switch from that newly agreed-to subscription to a different subscription that
  better suits his needs and his device’s capabilities.  Garmin believes
  that this matter has been resolved. Thank you.

• Initial Complaint

  Date:10/08/2024

  Type:Product 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.

  I bought a new Edge cycling computer/GPS device (Garmin 840) and it appears that it has sacrificial tabs to connect to a quarter turn mount. These tabs broke when I was fitting my computer to my bike so I ordered a (costly!) replacement from Garmin on 29th September 2024 with expensive expedited shipping. I heard no updates so contacted customer support on 8th October 2024 and was told that my order had been split because the tabs were on back order now (they were in stock when I placed the order) and there was no ETA for when they would be back in stock. When I asked to refund the order I was told this was not possible because the second item in my order had just been shipped so I have paid for expedited shipping for only part of my order which should just have been canceled and refunded as I requested. I find it unbelievable that Garmin would place a sacrificial part on their cycling computers and then fail to stock them. So now I am unable to use my cycling computer for an indeterminate amount of time. Maybe it is time to consider a competitor? You are better than this, Garmin.

  Business Response

  Date: 10/17/2024

  Thank you - We are reaching out to the customer directly to resolve this.

  Customer Answer

  Date: 10/20/2024

   
  
  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:09/23/2024

  Type:Product 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.

  My exercise requires me to monitor my heart rate,,the problem is I just ordered another heart rate dual monitor,,this is my third one and the other only lasted 2 years,,considering I don't ride in the winter and here in Canada we have only 4 months of riding,,meaning in 2 years I only used the heart monitor 8 months in two years and it no longer works,,does not look good for Garmin products, or for me who has to cash out 80 dollars to buy a new one every time

  Business Response

  Date: 10/02/2024

  We have been able to contact this customer and resolve this matter to his satisfaction. Thank you.

  Customer Answer

  Date: 10/02/2024

  
  
  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. Garmin resolved the issue and is sending me an updated heart monitor that is supposed to be better then the model I have,,it speaks highly to their staff and management ,,their happy,I'm happy and I stand by their product
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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 Sept 3rd 2022, I purchased a Garmin Instinct Solar. I wore it and it performed under conditions the product advertised for about half a year before I encountered loss of power therefore the product was not usable. I contacted Garmin in July of 2023, within the warranty period and was offered a replacement with the same model. Unfortunately it was known to consumers at this point that this product was riddled with defects and I did not receive an appropriate resolution. An appropriate resolution would be exchanging the defective product with the successor comparable product.

  Business Response

  Date: 09/03/2024

  Garmin has reached out to this customer directly and resolved this matter to the customer's satisfaction. Thank you.

• Initial Complaint

  Date:08/14/2024

  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.

  On 01/24/24 I contacted Garmin Support team via phone for a warranty on a dog collar. The representative stated the collar is out of the warranty. He offered a replacement collar where I would ship my collar back and I would get another one right way. Also my collar that I would send back will be repaired and it will be shipped back to me. At the end I would end up with two collars. Mine repaired and the one that Garmin sends right away. I sent my collar to Garmin. They sent another one right away. The issue that I have with Garmin they failed to repair mine and sent it back like it was promised on the phone conversation. I called Garmin recently and they have changed the story. They are saying now that their policy is only to get one back not to also have the damaged one repaired and sent it back to the customer. Initially Garmin representative stated they would find the phone call as they are recorded and would honor what was promised on that call. Now they are saying they cannot find the recording. Order ************ Date 1/24/24

  Business Response

  Date: 08/19/2024

  Thank you for reaching out about this.  Garmin does not offer
  “2-for-1” deals in the manner that this customer has described, so
  unfortunately, it appears that this customer may have misunderstood his initial
  conversation with our Product Support team from back in January of 2024.  Prior to the customer’s submission of
  this BBB report, Garmin offered the customer a goodwill 50% discount on a PT
  10 collar.  That offer still stands, and this customer can contact Garmin’s
  Product Support team at any time to accept that offer.  Thank you.

  Customer Answer

  Date: 08/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Garmin failed to fulfill the order that was promised on the phone call. All I am asking is what was promised during my conversation via the phone. I wish Garmin does find the recording of that phone call.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 08/21/2024

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

• Initial Complaint

  Date:06/06/2024

  Type:Product 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.

  Company has stopped providing traffic service as of last month (they request I purchase a new one but mine is in excellent condition). See the box image below "FREE LIFETIME MAPS & TRAFFIC" The box cover also says "Ohio st" (my state that they say is no longer covered). I would like a replacement that covers traffic per the boxtop label.
  Thanks for your assistance,
  ***

  Business Response

  Date: 06/13/2024

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

  Customer Answer

  Date: 06/14/2024

   
  
  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; they are sending an updated unit.
  
  
  
  Sincerely,

  Thanks so much!
  
  
  
  *** *****

• Initial Complaint

  Date:06/06/2024

  Type:Product 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.

  Livescope has a mind of it's own since the update a couple months ago. It randomly lags, won't shut off, shows Saturn rings and will at no time calibrate, just sits on zero.
  Most problems can be fixed by restarting it up to six times in a row except calibration, it will not calibrate.
  Garmin replaced the GLS10 and it didn't fix the problem and now it just seems like they are done with me, takes a week just to get a response.
  I would like this issue resolved, have been having problems for over two months and dealing with customer service over 40 days now.
  ***** ***** ****** I've seen where other users with the same problem has their issue fixed with a new transducer because their internal compass was bad but Garmin says it's not my transducer, if that's the case then what is the problem and how many more months do I have to wait for a fix?
  For what you charge for your stuff id think customer service shouldn't take months for a fix.
  I just want what I payed for to work properly without all this hassle getting it fixed.

  Business Response

  Date: 06/13/2024

  Thank you.  Garmin has contacted this customer directly.  Once the customer reaches back out, Garmin will work with the customer to try and resolve this.

  Customer Answer

  Date: 06/13/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me.

  Garmin has contacted me and arranged a replacement for the faulty part, I'm fully 100% satisfied with the outcome and are happy to have this issue resolved.

  
  
  
  **********
  
  ****** *******

• Initial Complaint

  Date:05/23/2024

  Type:Sales and Advertising 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.

  Garmin was having a sale on their website and I bought a GPS watch at a substantial discount. A day later, they unilaterally cancelled the order, first saying "we have canceled your order due to information that could not be verified as entered" and then later admitting they'd mispriced it and the actual price was hundreds of dollars higher. I called customer support but they refused to reinstate the order or provide any compensation for an error that was entirely on their side. The rep said their terms & conditions allow them to do this, but it's still a deceptive practice. It makes me wonder if this sale was even legitimate or if they were just trying to drive hype and traffic to their website.
  
  Since the mistake was entirely on their side, they should do the right thing and honor the price in the transaction, or at least provide some additional compensation.

  Business Response

  Date: 05/28/2024

  Thank you for reaching out about this.  As alluded to
  by the customer, there was a pricing error on Garmin’s website for certain
  products for a short period of time that was corrected once noticed.  Some
  customers were able to place orders for those incorrect prices, but Garmin
  cancelled those orders and ensured that no customers were charged for attempted
  purchases that Garmin cancelled.  As has been explained to this customer,
  section 3.4 of Garmin’s Shop Terms and Conditions (which a customer agrees to when
  they place an order on Garmin’s website) allows Garmin to cancel orders in
  these types of situations, and Garmin chose to do so here.  Therefore,
  Garmin will not be reinstating this customer’s order.  Thank you.

  Business Response

  Date: 05/30/2024

  Garmin has nothing further to add.  For the
  reasons previously stated, Garmin will not be reinstating this customer’s
  order. Thank you.

  Customer Answer

  Date: 06/03/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: explanation was unsatisfactory and no action was taken by Garmin.
  
  
  
  Sincerely,
  
  
  ********* ***

• Initial Complaint

  Date:04/23/2024

  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.

  I purchased a Garmin Epix Gen 2 on April 8th.
  Having owned Garmin watches before I am familiar with the product and its operation.
  To ensure I was up to date, I had purchased a Garmin 245 Music used to get reacquainted and to ensure all features I require still work eg. Audible Alerts. Audible Alerts generated by the watch and sent to the phone. All of Garmin documentation lists those watches that support two key features; Audible Alerts and Interval Training. Both the Forerunner 245, Fenix, Epix, and others support both features. However as noted on the Garmin Forums, current open cases, the feature in support of Audible Alerts for Workouts e.g Intervals will NOT send said alerts to the phone. Garmin Product support has confirmed this issue also exists with the Fenix which shares the same hardware and software. My complaint is that Garmin "markets" and "sells' the watches supporting features that do not work. And, Garmin refuses to formally acknowledge the issue with a customer notification nor provide customers with a target resolution date. As a result, I am returning my purchase. BBB and the Government should prohibit all GARMIN sales of the affected watches (interstate commerce) until Garmin can produce a software fix.

  Business Response

  Date: 04/26/2024

  Thank you for reaching out about this. 
  
  While we understand the customer’s frustration, Garmin did
  converse with the customer and after investigating his report, confirmed that
  the product is working as-designed. 
  
  That being said, Garmin has considered the customer’s
  request for such a feature and similar requests from others and has developed a
  software update for the subject watch line and others to make such a feature
  available.  That software update has not yet been released but should be
  released soon.
  
  Per a review of our materials, Garmin has not made the
  representations about the availability of such a feature that the customer
  claims that it has made.
  
  Based on our records, this customer appears to have
  purchased the subject watch from a non-Garmin retailer, and therefore, he
  intended to seek a refund from that retailer.  It appears that the
  customer likely has already sought that refund (and presumably is in the
  process of receiving it), because the customer has deleted the subject watch
  from his Garmin account.
  
  Thank you.

  Business Response

  Date: 04/29/2024

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

  Customer Answer

  Date: 05/02/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Garmin's initial response is not factual and in point of fact should be considered "False Advertisement. I have added additional information from both the Garmin Forum and Garmin's website one can use to compare models. Additionally and per Garmin's own product specialists/response, if the watch is working correctly (per initial response) then why is there a need for a software update? If the Watch is working correctly (per initial response) then why is there a support case open for said feature Garmin insists works properly as documented on their website?  I do not care about a refund. I care about other consumers and that Garmin is allowed to market and sell a watch with a documented feature that does NOT work. Accordingly the BBB and the ******* ***** ********** should legally force GARMIN to remove such product claims from their web site and notify owners of the defect and offer alternative watches and or their money back. Auto makers for example have 'recalls' all the time to protect the consumer and themselves.  Garmin just announced record earnings - earnings at the expense of buyers looking for features that do NOT exist. All I want is a watch that does what Garmin "claims" it will do; support interval training (laps) and provide an audio alert of either the proceeding or preceding lap - that's it. The Forerunner series supports this without issue (see product comparison) as of this writing and per Garmin Product specialists, the case, and the forum neither the Fenix or Epix do - yet are sold as such.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:03/28/2024

  Type:Customer Service 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 have not had a Garmin watch in over 6 years and I still get JUNK UNSOLICITED EMAILS without an Unsubscribe button ... this should be illegal in this day and age.

  Business Response

  Date: 04/08/2024

  Thank you for reaching out about this.  Garmin has
  reviewed its records and can confirm that this individual is not subscribed to
  any Garmin marketing emails at this time and that Garmin does not send him any
  marketing emails. 
  
  Garmin’s records do show that this customer has a Garmin
  Connect account with one device associated to that account. 
  
  The email in the screenshot that the customer provided is
  not considered a marketing email; it is a software update email.  Software
  update emails are intended to provide customers with important information
  related to the devices that are actively associated with a customer’s account,
  and therefore, there is no requirement to include an “unsubscribe” button on
  those emails.
  
  Even though the customer is not actively syncing his watch
  with Garmin Connect, Garmin’s records show that the customer’s watch is
  actively associated with his Garmin Connect account, which is why he received
  this email.
  
  As mentioned, there is no unsubscribe link for software
  update emails, but Garmin does have a process on Garmin’s end that can block
  this customer from receiving future, similar emails.  If the customer
  wishes us to complete this process as to his email address, we can do so; we
  just need his permission here.
  
  However, please note that blocking this customer from
  receiving future software update emails will not stop the customer from
  receiving other types of non-marketing emails from Garmin, including but not
  limited to legally-required notifications about changes/updates to policies or
  terms.  If the customer wishes to stop receiving all emails from Garmin,
  the only way to achieve that is for him to delete his account.  The
  instructions for doing so can be found here: *******************************************************
  
  Thank you.

  Customer Answer

  Date: 04/08/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The email from GARMIN is UN-SOLICITED therefore it is junk spam mail and i do NOT have any Garmin products for 5 years now, i switched to COROS 
  
  
  
  Sincerely,
  
  
  
  ****** **********