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:02/03/2023

  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.

  I recently got a new phone & loaded all my apps into it. My Navionics Boating app (owned by Garmin) doesn't work properly. I contacted the company & at first they were very responsive. I/we tried all of their suggestions to fix the problem, spending hours of time, but they were unable to fix the problem. It's a paid subscription account & I've paid/my account is up to date. They acknowledged the problem & verified the app should work properly on my new phone. They have stopped communicating with me. Can you help me please? Thanks

  Customer Answer

  Date: 02/07/2023

  they got back to me & fixed the problem.
  i guess it was a different part of their tech department.
  please cancel this complaint if possible. thank you!

• Initial Complaint

  Date:01/31/2023

  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 wrote an email to Garmin a week ago about some issue about my watch that was unable to solve, they tell me if the watch is unable to turn on will offer me one time warranty since my watch is out of warranty, they also gave me 2 option: 1 is future ship which will replace the watch when received my old watch, 2 is ship now which will need deposit then if they received my old watch will return my deposit.
  I choose the 1st option to send my old watch first, I replied the email and never heard back, I have sent two more emails after that to see if there is any updates or any paper i need to fill in in order to get the watch shipped.
  
  They didn’t reply me anything, the watch couldn’t turn on is clearly the system issue because the watch will constantly flashing blue triangle instead of not turning on.
  
  If they couldn’t do the first option why will promised customer at first , this has never been happened to me before, if you promised customer then you should do it instead of not responding anything, I’ve wasted so many time and energy on this.

  Business Response

  Date: 02/01/2023

  We are contacting the customer directly to resolve.  Thank you.

  Customer Answer

  Date: 02/01/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:01/07/2023

  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 purchased a garmin watch from an authorized garmin dealer. Garmin had a rebate program going over the holidays. I purchased the watch and submitted it for the rebate. I provided a picture of the receipt, the serial number of the watch and the garmin rebate form itself. After going back and forth with garmin, they have denied my rebate request. Stating at first the serial number did not qualify, after I proved that wrong they are now stating that I had to purchase the watch from garmin itself, that is not what the rebate form specified. It’s a $150 rebate on a $2000 watch. They are not honoring their rebate program and pulled a bait and switch to convince people to buy the watch and not honor the rebate.

  Business Response

  Date: 01/09/2023

  Please can the customer attach a copy of the rebate form?  Thank you.

  Customer Answer

  Date: 01/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:12/30/2022

  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.

  recently I ordered Garmin Marine stereo, Garmin amplifier, and Garmin speakers with LED from Garmin website order # ************ After I installed everything I noticed the connectors that were supposed to come with speakers. I connected Garmin and was told they don't have that part and they only option I was offered was to cut and splice the wires. I did preform cutting and splicing the speakers wires which worked fine but four the LED there are 6 wires and the LED control box only has 4 slots for wires. I cannot use the speakers correctly bc its missing parts I shouldn't have to modify a brand new product to make it work. I paid for a product and all is connectors not half. They said they are so new they don't have replacement parts...... these have been out for years they are not a new product design

  Business Response

  Date: 01/04/2023

  We have been in direct contact with the customer and have resolved this complaint to the customer's satisfaction.  Thank you.

  Customer Answer

  Date: 01/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  
  Thank you for all your help. Its great knowing there is an agency that will help resolve disputes between consumer and businesses
  
  
  
  ******** *******

• Initial Complaint

  Date:12/29/2022

  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 Vivoactive 4S on January 2, 2022. It worked well until the vibrating function, signifying an alert, went haywire. I consulted the limited warranty on the website and found that there are 3 options:
  
  "If during the warranty period you submit a claim for warranty service in accordance with this Limited Warranty, then Garmin will, at its option: (i) repair the device using new parts or previously used parts that satisfy Garmin’s quality standards, (ii) replace the device with a new device or a Garmin Recertified device that meets Garmin’s quality standards, or (iii) exchange the device for a full refund of your purchase price."
  
  I sought customer service (who was very rude) to get my exchange going on October 14, 2022. They told me it would be for a "recertified" used model as I was outside of a particular timeframe. The warranty does not mention this timeframe. I replied that I did not want a used product for a product that I purchased new. Then they advised that they would have "the lead" follow up with me via email. That never occurred. I called back today, December 29, 2022, as I had never received any further communication from Garmin. Yet again I spoke with a very rude individual who advised that my exchange would be for a "recertified" device and not for a new device because it was outside of a certain timeframe. Again, I elaborated that there is no timeframe published on the website in the warranty (see the excerpt above). I asked him to send me the warranty to which he was referring. He said it was the same as the one on the website.
  
  All in all, I want a new Vivoactive 4S or I want my money back. I did not paid for a used, refurbished, or recertified Garmin watch in the first place, thus I do not want one now. I will not be purchasing from Garmin again and I will recommend my friends and family to stay away as well.

  Business Response

  Date: 12/30/2022

  Some resellers, such as **** *** and others, have policies that allow customers to return products within 30 days of purchase for a refund or to exchange for a new device.  For customers who purchase a product directly from Garmin, Garmin may decide to provide a refund or a new device if the purchased device is defective and returned within a short time after purchase.  This is not a formal policy and there is no formal time period.  As the warranty makes clear, with respect to defective products still within the 1-year warranty period Garmin has the option to choose between (1) repairing the device, (2) providing a refund, or (3) exchanging the defective device for a new or recertified device.  For the vast majority of devices, especially for ones like the one this customer has that were purchased nearly a year ago, Garmin exchanges the device for a recertified device in accordance with our warranty terms and conditions.  Garmin has a very robust recertification process, and recertified products go through a quality certification procedure and come with an additional warranty.  Thank you.

• Initial Complaint

  Date:12/28/2022

  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.

  My daughter was just gifted a new Garmin Bounce for Christmas, being touted as a child tracker and the user agreement even stated as such. Well several issues, first off being what network they are using, every agent says that Garmin "Built their own network", really?? I have "coverage" according to the map but I live INSIDE a NATIONAL PARK there has not been a new tower built in years! So lies from the agents there. Speaking about agents they are very pompous, for example I contacted them yesterday to get this watch setup properly and the watch was only showing me a random QR code and a description, not a pairing mode etc. the agent said "Oh its a QR to pair it with"...really? then how come the app doesn't have a scanning function and only uses Bluetooth communication? Immediately passed off to another person, who could only instruct me to re-boot the device, which I have done several times, scrolling through the different menus I found the re-boot instructions and disconnected that chat since the 2nd agent did not know. Today I subscribed to the mysterious LTE network and this service is just horrible, not only are my messages to the device that is right next to me taking over 5 minutes to deliver but the location that is being sent via the device is greatly off by close to 1000 feet. Both things are very concerning with the whereabouts of a child especially if something is being report to either school officials, police etc as the whereabouts are not accurate, as you can see by the screen shot below it shows the watch in a completely different location where as my Apple watch shows the correct location. Why is Garmin selling a device that is being touted LTE connectivity lets you stay in touch when both the location and timing of everything is off I would expect that the world leader in GPS technology would have better GPS signaling in their devices? I would like some answers to these questions and actual apologies from the tech support staff.

  Business Response

  Date: 12/28/2022

  It sounds like the device may not be functioning as it should.  Because the watch is under warranty, the customer could visit the Garmin Support Center at ****************** to arrange for a product exchange if the device is defective.  Alternatively, if the customer purchased the device from a reseller (e.g. ******* **** **** ****) then the customer may be able to return the device to the reseller for a full refund within 30 days of the purchase. 

• Initial Complaint

  Date:12/01/2022

  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.

  I purchased Garmin S62 Smart watch from US. (******)
  It is descript as smart watch which should support multi languge pack so people to read from watch.
  This one doesn't support my languge which is Korean.
  People bought from Korea, they can read in S62 watch.
  Only people purchase from US, can't read Korean from S62 watch.
  I thought they will be update soon, but they didn't.
  I think, they should posting "No multi languge supported" from the advertizing.
  If I knew that they don't support multi languge, I wouldn't buy this item.
  This isn't fair to people living US whom English is their second languge.
  Please help.
  They support Korean languge to Garmin Express, why not from S62 watch?!! (File attached)

  Business Response

  Date: 12/02/2022

  For technical reasons the U.S. SKU for the S62 device does not have capability to support Korean language.  Garmin does sell an APAC SKU for the S62 device that supports Korean language.  Garmin does not say anywhere that the U.S. SKU supports Korean language.  Thank you.

  Customer Answer

  Date: 12/02/2022

  [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: See attached file for answer from Garmin. See bellows, too.
  
  
  
  Regards,
  
  
  
  **** ***

   

  Hello *****
    Unfortunately the devices purchased
  in the US do not support the Korean Language. To get a device which supports
  the Korean language would need to be purchased in the Asian Region.  I
  don't see where you purchased the device directly from us so you would need to
  return it where you purchased the device.
  
  Thank you for choosing Garmin,
  
  *******
  Product Support Golf
  Garmin International
  For 24-hour access to support videos,
  manuals, FAQs & more, visit the Support Center.
  
  
  
  
  
  Original Message ...
  ***** *******************
  To: [email protected]
  Subject: Approach® S62 - Wrong Language
  Sent: Thu, 1 Dec 2022 04:04:30 +0000
  
  Web Self-Service
  Email Form Submission
  
  
  Description: I purchased S62 smart watch, but no
  Korean languge support so I can't read messages from watch. This is serious
  problem for me. If I knew this doesn't support, I wouldn't purchase it. I
  been waiting for you guys to update the languge pack, but no luck. I seen S62
  purchase from korea, it does support?!! Purchase from US does not support. It
  is not fair. Don't you think? Can I return and get my money back? I likes to
  everything, but No Korean languge support. Please advise me.
  Product: Approach® S62

   

  Business Response

  Date: 12/05/2022

  Thank you.  Garmin does not have anything additional to add to our previous response and communication with the customer.

  Customer Answer

  Date: 12/05/2022

  [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:

  Based on my previous message, Garmin alreday knows S62 selling in US market will NOT support asian languges.

  Also they said sudden product can't be support asian languges, not all of them. ==> Garmin support center reply me back with only S62 Sold in US isn't support. Think about "`United` Sates of America".

  I think, Garmin should notify to they're advertising as "Only support few languge support, Not asian languge supported!"

  No one can belived company like Garmin smart watch cannot support asian languge. even do it is they're high line of smart watch.

  I thought they will be updated soon.

  If you don't have plan to updates of asian languge, please let me return mine.

  I hate to let S62 go, but I need my smart watch must support korean languge for sure.

  Thank you for your time.

   

  Regards,
  

  
  
  
  **** ***

• Initial Complaint

  Date:11/25/2022

  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 Nov 25, 2022 @ about 0930, I contacted Garmin via chat. I was inquiring about a replacement screen for a Drive 50 lm I have. The chat agent, *****, told me it was discontinued and I should try a phone store. I asked if there was any way Garmin could help me find a screen for the unit. She told me that even if they had the part, Garmin doesn't sell parts.
  I then asked if the Nuvi 50 and Drive 50 used the same screens. She said she did not know because she was not in manufacturing. I asked if she could at least check. She then responded very condescendingly stating that she did not have to because she had been there for 18 years.
  If she KNEW and did not need to check, why did she say she didn't know because she was not in manufacturing?
  If she has been there for 18 years, she should certainly know how to treat a customer with respect.
  She then proceeded to disconnect the chat without allowing me to respond.
  This is extremely disrespectful treatment of a customer who has had several Garmin products over the years. This makes me wonder if Garmin is the right fit for me in the future, especially if they decide not to make this right.

  Business Response

  Date: 11/28/2022

  Garmin does not have replacement screens for its devices.  Instead, devices that are still under warranty can be exchanged free of charge for another device, and devices that are not under warranty can be exchanged for a reasonable fee.   Thank you.

• Initial Complaint

  Date:11/02/2022

  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 had previously filed a warranty claim on a $350 watch which failed after 15 months of use. The warranty period was 1 year so I agreed to pay the $89 fee for an out of warranty replacement. The replacement watch showed up and I registered it on 8/1/22. It failed on 11/2/22. The support agent said that I would have to pay another $89 for a replacement because for some reason the warranty period is only 90 days on replacement watches, and they sent me a defective watch that lasted 93 days. That is not a reasonable way for a business to operate. My watch unit ID is ********** and it should be replaced at no cost.

  Business Response

  Date: 11/08/2022

  We contacted the customer directly and have resolved this complaint to the customer's satisfaction.  Thank you.