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:09/12/2023

  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.

  Echomap 94sv has a damaged rear cover. Garmin will not sell the componet to a private end user. It is just a plastic cover. They also will not give me any sources that they do sell to, so I can purchase 3rd party. I spend over a thousand dollars for a price of equipment, I would expect the company to assist me in getting the repair parts necessary to make the unit operational. I am not asking for anything free, just a good customer service experience.

  Business Response

  Date: 09/19/2023

  We are in direct contact with the customer to resolve this complaint.  Thank you.

• Initial Complaint

  Date:08/03/2023

  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 July 24, 2023 I contacted Garmin about updating the maps on the GPS I had. I was told by Customer Service that I needed to install a Firewall though the one that was installed. I was charged $399.99 for the firewall so that I could update the maps. I thought about this, and decided against it. I cancelled the installation and asked for a refund from Mark Evans, the technician (ph. 1-831-706-2539 ext. 505). I was told that I would receive get my money back within 5-6 business days. I called on July 31, 2023 and August 2, 2023 and was told that the money is pending. I called on August 3, 2023 and was informed by the Customer Service thata he needed to uninstall the program from my computer and that the money would be forthcoming.. he needed to use the remote support "Go to Assist Customer" program to delete what was installed from July 24th on my computer. Suddenly he went to my email and sent two emails from my email address to his company "[email protected]" that there would be no refunds issued. I did not send those emails nor did I ascent to it. I was told that my money was pendidng. I have a feeling that I have been cheated out of my money.. To date the money has not been returned. I just want my money back to do no further business with them.

  Business Response

  Date: 08/03/2023

  Unfortunately, it seems that this customer was the victim of a scam.  Garmin does not install firewalls or charge customers for product support.  Unfortunately, tech scams are prevalent, and the FTC has been trying to warn the public about tech scams and how to avoid them.  We are very sorry that this customer had this experience, but it was not Garmin this customer talked to.  It was a criminal impersonating Garmin it seems.   The customer may want to consider contacting local law enforcement to investigate this crime. 

• Initial Complaint

  Date:07/05/2023

  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’m a Garmin fitness (multi sports) and boat navigation products user for more than 20 years. Garmin products are usually solid with little problems. But one of the main reason I keep on buying or going back to Garmin is the great customer service, until today.
  
  My reason for calling Garmin customer service was that my Edge 520 (bike computer) started to drop sensors signals. To my surprise, the customer service representative was rude and made me quickly understand that I was bothering him. When I became mad for the poor treatment I was receiving, he changed his tone for a brief instant. I asked him three times to transfer me to someone else but he didn’t until transferring me to a dead line. I’m not sure if it was due to my accent or if he just had a bad day but that was just unacceptable.
  
  Please Garmin, before you’re calling me back, listen to my recorded conversation with your customer service representative (******** and you’ll surely understand my frustrations. There is no reason why I (or anyone) should be treated like this.

  Business Response

  Date: 07/06/2023

  Thank you.  We will contact the customer directly to resolve this complaint. 

• Initial Complaint

  Date:06/26/2023

  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 have had a issue with my watch I purchased directly from the Garmin company the day it was released. I have the original watch malfunctioning on me and sent back only for it to happen again. My third watch the music stopped work and I was told by the company they had issues with that and now the forth watch is broken too . I would like anything but the same model or a refund but not the defective model again.

  Customer Answer

  Date: 06/28/2023

  My issue has been resolved. Garmin international reached out to me for a full refund. I am happy and thankful for BBB, helping me  against a large company. Problem solved. 

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair 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.

  4/16/23 placed online order and paid $317.98. ***** ************* for 2 fitness trackers. The items ordered were never received. Customer service was unprofessional and stated it was not their concern that they did not deliver the products paid for. They stated it was my problem and I had to deal with the USPS. Upon contacting the USPS, I was told the items never left Kansas at the Seller's location.

  Customer Answer

  Date: 06/23/2023

  Hello:
  
  My complaint has been resolved. I received a refund from ****** for the purchase price.
  
  Please close the case.
  
  Thank you
  ****** ************

• Initial Complaint

  Date:06/11/2023

  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.

  Garmin offers a service and product, inReach Explorer SE
  
  This is supposed to be a lie saving device.
  
  The device does NOT work as advertised
  
  Just this last weekend, the account was locked and unable to use the product over the entire weekend and no way to get in touch with the company.
  
  Is this how modern life saving devices work? You need to send a msg or get help and you have to wait for a week to get in touch with someone to unlock your product?
  
  This is a DANGERIOUS PRODUCT that does nothing more than offer a broken 50/50 service, web-portal and app, ALL of which are not fully develoiped
  
  Others need to know that this is nothing more than a kids toy

  Business Response

  Date: 06/12/2023

  The customer can connect with our product support specialists by visiting our Support Center at support.garmin.com.  If the device is defective and within warranty, then it would be repaired or replaced free of charge.  Thank you.

• Initial Complaint

  Date:04/10/2023

  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 purchased a watch from Garmin. The watch completely crashed after only a few months. Because it was in the warranty window I reached out to have it replaced. The person on the chat told me they'd get a new one sent out asap and because I was upset they would send it next day at no charge. I sent my old watch back per instructions and got my new one with no issue. Then a few days later $300 was withdrawn from my account because they sent my new watch next day. In the chat with the agent I expressed MORE THAN ONCE in clear direct language that I could not afford the $300 and to send it the free way. Then they refused to refund my money or to give any advise and just kept closing the chat refusing to help me. If there is a way to pull up the chat it is clear that I requested to NOT be charged.

  Business Response

  Date: 05/23/2023

  The customer should have received the funds back now if Garmin has received her original device back.  Can the customer say whether their funds have now been returned?

• Initial Complaint

  Date:02/28/2023

  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 purchased a system years ago to track my hounds. I purchased this system and maps for it were included. I also purchased maps beyond that. The reason for this system was that it came with the map. A couple years later the system broke. i then contacted garmin they said no problem give us $200 and we will send you a fix. I did. the new system came. The new system now came and i cannot use my maps i purchased. I called and was told i can give them $300 more for the maps i need or i can sell my unit, or pay $700 for another unit that has it.

  Business Response

  Date: 03/02/2023

  We are in contact directly with the customer to resolve this complaint.  Thank you.

• Initial Complaint

  Date:02/06/2023

  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 have a forerunner 955 from Garmin. It doesn't record the correct power data from the smart trainer. The custom representative kept saying it is the smart trainer's problem, while in reality only this garmin watch recorded the WRONG data. Other devices recording the power data along with garmin simultaneously have NO issues. The representative HUNG UP the phones twice on me. I guess garmin just won't stand for the quality of their product.
  
  ****************************************************** this activity showed the watch recorded a ridiculous over 1000W data.

  Business Response

  Date: 02/06/2023

  If the customer purchased this device within the last 12 months, then it would be under warranty and if it is defective it could be exchanged for another device or for a refund.  The customer could visit our support center at ****************** to initiate warranty service.  If the device is out of warranty, then ****************** could go through the out of warranty options with the customer.  Thank you.

  Customer Answer

  Date: 02/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: The problem is that they don't want to honor their warranty. They don't acknowledge it is their problems and point fingers to something else. They just hung up the phone on me TWICE. It is a big waste of time spending over an hour on the phone. The customer service is just so bad.
  
  Regards,
  
  **** *****

  Business Response

  Date: 02/07/2023

  If our product support specialists spent an hour on the phone and could not identify a defect in the Garmin device then we do not have anything else to add here.  Thank you.

  Customer Answer

  Date: 02/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: most of those one hour spent was on holding. The bottom line is that my smart trainer broadcast the power data to garmin and one other device. My other device reported the correct data but garmin didn't. Your customer specialist insisted it is the smart trainer's problem though my other device has no issues with it. This is to me either unwillingness or reluctance on your side to honor the warranty. I have been with Garmin for 10 years, and I think this will be my last garmin device.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/03/2023

  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 brand new vehicle from Honda Canada that comes with 5-year free navigation updates in 31st of August 2017. From warranty booklet (attached) "The 5-year free update period starts at approximately the time the vehicle reached 200 miles". In July 2022 (4 years and 10 month since the vehicle has been purchased), I have tried to update the maps on my vehicle using Garmin's supplied software. Software informed me that free navigation updates are expired for my vehicle.
  Contacted to Garmin's representative, explained the situation. Representative directed to contact Honda Canada instead. Asked for a case number and written refusal to provide an update- representative refused to open a case and suggested to contact Honda Canada instead. Contacted Honda Canada and was informed that Garmin is responsible for map updates and warranty and not the Honda. Contacted to Garmin again with same result-refusal to provide an update, directed back to Honda, however was given a case number with them- **********.
  Called Honda-opened case with them-had assigned mediator-brought car to dealer for them to install an update, which they could not do as Garmin system did not allow.
  Got referred back to Garmin by mediator with response:
  
  Your 2017 Honda Accord came with 5 years of complimentary map updates provided by Garmin. Roadsport Honda confirmed that on your recent visit at the dealership on August 2nd 2022, they were not able to update the navigation system. The maps updates and downloads are distributed and supported by Garmin. We would recommend that you contact Garmin for any further questions or concerns at *************.
  
  To the date garmin refused to provide updated map even though Navigation has been purchased with the 5-year updates during the vehicle purchase

  Business Response

  Date: 02/03/2023

  It would be helpful to know when the customer last updates the maps because it is possible they had the most recent update available at the time they tried to update it in August 2022, depending on when they last updated the maps before that.

  Customer Answer

  Date: 02/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:  The latest installed map is 2021. The system would not allow me/ dealer to update to 2022 map (that was released in 2021), nor to 2023 map that was released during the warranty period e.g."five years once vehicle reaches 200 miles" (both Honda/ Garmin websites).

  Regards,
  
  ***** **********

  Business Response

  Date: 02/17/2023

  The customer could visit our support center at ****************** to be connected with a specialist who can troubleshoot the issue.  There might be technical reasons why the update didn't work, which the specialists can help to troubleshoot.

  Customer Answer

  Date: 02/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: I did exactly the proposed several times before, and Garmin was not willing to help, nor to address the issue, nor to even provide the case number. It took several calls and escalations just to get the case number from Garmin. The only solution that was suggested is to bring the issue with Honda. Separately, I brought the vehicle to dealer, that dealer was unable to install the update. Dealer contacted the Garmin for support, and support informed that navigation expired few years ago due to the fact it was activated in 2015. That would be impossible, due to the fact that car has been manufactured in 2017. 
  
  Regards,
  
  ***** **********