Complaints
Customer Complaints Summary
- 44 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/16/2025
Type: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.
Ordered and paid online for a pressure washer on 7/6/2025. $278. Website said 2-5 day delivery, it's 7/16 and still nothing. I've e-mailed and phoned with no response. BBB rated them AAA, I don't think they deserve that rating.
Business Response
Date: 07/17/2025
Hello,
Mr. **** is correct. He reached out to us twice this week regarding his order. We receive a large volume of calls and emails with questions and only 3 customer support agents. His order was somehow missed in processing. We informed him today that we are having his order processed and shipped. This was not intentional, just an oversight by our order processing team. We ship thousands of orders each day, unfortunately, this does happen occasionally.
Thank you,
Initial Complaint
Date:02/08/2025
Type: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.
Made a purchase in late 2024. Product was never received. Over 5 telephone calls and I didn't receive a call back. Online email attempts never were responded to.Business Response
Date: 02/11/2025
Hello,
All of our calls, voicemails, chats and emails are recorded. We only have one call from this customer on 12/17 inquiring about her order that was placed on 12/7. The item she orders is a drop ship item and our customer service agent had to contact our vendor because there was no tracking in our system. Our customer service agent reached out to the vendor but did not get a response. Our customer service agent did not follow up with the customer after that.
I apologize for the agent dropping the ball. I reached out to the vendor and it does not look like they ever processed the order. I have issued a full refund.
Initial Complaint
Date:10/22/2024
Type: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 Milwaukee tool impact driver. ********* offers a 5 year warranty on that tool. The tool failed and when sent in to ********* the warranty was denied because JB Tools is an unauthorized reseller. I looked at JB Tools website and found they had a warranty program that matches the manufacturers coverage and duration plus 180 days. It took several contact attempts to hear anything back. When I heard back I was given untrue information. Then back to radio silence. The JB Tools warranty is incredibly straightforward and I meet all criteria however they refuse to honor it and provide a different nonsense reason every time. First the warranty was nonexistent, then only 30 days, then 180 days INSTEAD of the manufacturers, now Im being told that because ********* denied it (due to it being sold by an unauthorized reseller-had it been purchased elsewhere ********* would have replaced it) theyre denying it too. After six attempts I finally got someone on the phone who said they provide no support to tools ordered through third party store fronts. The exact words were the refusal does not meet the conditions outlined in our warranty policy however there is nothing in their policy about manufacturer refusalBusiness Response
Date: 11/27/2024
Hello,
The customer sent his tool into the manufacturer for repair. The manufacturer denied the warranty claim. The denial had nothing to do with who he purchased the tool from but the condition/incorrect usage of the tool. Below is the warranty policy from our website, which the customer stated he had read and understood. The manufacturer denied the claim because the tool did not fail under normal use and conditions.
JB Tools warrants each and every product it sells is free from defects in workmanship and materials, under normal use and conditions, for a period of time equal to the length of time included in the manufacturer's warranty applicable to the product from the original date of purchase from JB Tools plus an additional period of 180 calendar days.
Customer Answer
Date: 11/27/2024
[A default letter is provided here which indicates your rejection of the business's response.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:
[You must provide details of why you are not satisfied with this resolution. Please type details here:]
After calling Milwaukee tool I was informed that my warranty denial was due to my lack of proof of purchase from an authorized reseller. The warranty denial was NOT due to the reasons JBTools claims and I have explicitly stated that to them several times.
Regards,
**** ****Initial Complaint
Date:08/16/2024
Type: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 order has not been delivered. No one at this business will return calls. After i filed a compliant with the company, they did nothing, and several days later sent me a survey about their customer service!Business Response
Date: 09/09/2024
Hello,
The item this customer ordered is a drop ship item. Our vendor sent this to our warehouse in error. We cannot refund this customer because they filed a dispute with ******* Everything has to go through the dispute. Our customer service also spoke with this customer on the phone numerous times, letting them know this.
Initial Complaint
Date:03/31/2023
Type: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.
Ordered March 25, Have not heard any response, today is March 31, Is this a ************** Left 5 messages, No response. Called 7 times NO ANSWER!Business Response
Date: 04/03/2023
Hello,
This customer was chatting with our live support on 3/30. He was informed that this order was canceled and refunded.
JB Tools.
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