Complaints

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  Buffalo Tools

  950 Hoff Rd O Fallon, MO 63366-1939

• 

  Buffalo Tools

  1220 North Price Rd Saint Louis, MO 63132

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:06/04/2025

  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.

  Complaint: 23418908
  
  
  
  I have reviewed the business' response and am rejecting it because: 

  There are numerous problems and mistruths that need addressing in the businesses response.  I will break it down and respond to each paragraph.
  
  To whom it may concern:
  
  A 4000-Watt Portable LP Generator was purchased on March 5, 2025. On March 31, 2025, the customer contacted us regarding the need for replacement parts. It was noted that the generator was being used continuously in an off-grid living situation, which exceeds the scope of typical recreational use. Nevertheless, we promptly shipped the requested replacement parts to support the customer.

  
  ***RESPONSE***
  This is not true.  Firstly they advertise this generator being capable of powering an rv. Yes we live offgrid with a very extensive solar and wind turbine set up.  I have attached an image of it. My husband purchased this portable generator to power his tools while he is building an addition without having to run back and forth to the power bank. I was told by my husband to test it out during a particularly rainy season we call mud season here in Northern Maine,  I used it to charge my cell phone and a tablet. We do not have appliances in our home as we are currently in the process of building.  My stove is propane,  i use coolers not a refrigerator. The only thing we used it for was powering a cell phone and tablet.  It failed to do this without numerous issues. It suffered from a bad spark plug, and faulty pull starts as well as metal fatigue in the housing. 
  
  Subsequently, the customer reported additional issues with the generator on May 12,2025. In accordance with the terms of our warranty (Pg. 2 on attached)—which states, “Buffalo Corp will repair or replace, at its discretion, any part that is proven to be defective in materials or workmanship under normal use during the 1 YEAR warranty period. Warranty repairs or replacements will be made without charge for parts or labor.”—we offered the appropriate options: parts or authorized service. The customer requested service. After being informed of the process, the customer indicated that they could not be without a functioning generator, citing potential legal implications if power was lost.
  
  ***RESPONSE ****
  - I was admittedly concerned about my child being here without electricity but subsequently called child services who informed me Maine is a homesteading state. I have 0 reasons to be concerned.  Also they made us go buy our own spark plug which is under warranty . They are leaving out the generator had to have 2 new pull starts a spark plug replaced than the metal housing literally cracked in half we just purchased the new unit and did not want a used replacement.  We requested a supervisor return our call and waited for the call we never received. We asked this multiple times.  No calls were returned.
  
  It is important to note that the original generator was still operational; the primary issue involved the flywheel, a part the customer declined to replace themselves.

  
  ****RESPONSE ***
  THIS IS NOT TRUE  i have attached an image of the actual metal housing it literally cracked and fell apart. We had the pull start replaced twice by them. 
  
  In an effort to accommodate the situation—and outside of our stated warranty procedure—we made an exception by shipping a refurbished replacement unit and only charging for shipping, with the understanding that the original unit would be returned for service.
  
  **RESPONSE ***
  A yes we had to pay shipping on a replacement that was a used generator we were told the warranty would still apply to.we requested to speak to a supervisor as we wanted a new generator sent out not a used unit with additional problems again we were told they'd call but heard nothing. 
  
  The customer later confirmed the replacement unit was functional but noted cosmetic damage sustained during transit, no fault of our own as unit left facility in pristine retail condition.
  
   ** RESPONSE **
   I noted plastic chunks were falling out  i have images as it was clearly damaged and I told Vanessa it stalled out 5 times i was hung up on and told to have an attorney contact them
  
  Following this, we received a written message from the customer that included the following comments:
  “I FIND THIS WHOLE SITUATION RIDICULOUS AND DISGUSTING... I THINK THAT YOUR COMPANY WOULD LIKE YOUR CUSTOMERS. I will NEVER purchase your brand ever. And whoever asks my opinion, I will tell them the truth and dissuade them to NEVER PURCHASE FROM YOUR COMPANY. I am also going to be making a YouTube review of your product.”
  
  ** RESPONSE ** 
  absolutely.  We waited numerous times for a phone call from a supervisor and received nothing.  After seeing multiple reviews of the same thing happening to other customers and my husband spending his only day off trying to resolve this waiting on calls that never came he wrote an email out of pure disgust. Hoping for an escalated response from a higher up.. instead the company hung up on us and said we can't have the warranty we were promised. 
  We are also in America.  We have the right to freedom of speech in this country and are 100% permitted by law to publicize our experience with this company. 
  
  The communication also included further accusations and threats to disparage our brand publicly. After a full review of the situation, including images showing clear signs of misuse and neglect of the original unit, we determined the warranty to be void, in line with our policy requiring normal use for coverage eligibility. “The warranty does not extend to generators damaged or affected by fuel contamination, accidents, neglect, misuse, unauthorized alterations, use in an application for which the product was not designed
  and any other modifications or abuse.” (Pg. 2 on attached)
  ** RESPONSE ***
  There was no neglect misuse. We have done nothing wrong to the generator other than power it on . We onlynhad the product a few months and when ever we did use it it broke. I do not understand what abuse o neglect we could have possibly caused.
  
  We are committed to delivering exceptional customer service, and our representatives are well-equipped to handle a wide range of situations. Our supervisors work in full support of our representatives and do not operate behind the scenes. As such, involving a supervisor in this matter would not result in any additional information or accommodations beyond what has already been provided.
  
  **RESPONSE ** 
  a call from a supervisor would have prevented this situation from developing into the point it has now. 
   
  With regard to legal claims, we do not initiate resolutions through legal channels. Should a legal matter be formally presented to us, we will discontinue direct communication and refer the issue to our legal counsel. This approach ensures that all interactions are handled appropriately and protects the integrity of our representation.
  
  ** RESPONSE **
  I have a right to file a bbb claim without legal counsel 
  
  As a final resolution, we have permitted the customer to retain both the original and replacement generators and are processing a refund for the shipping charges associated with the replacement unit.
  Please let me know if there is anything further, I can provide. 
  
  **RESPONSE ** 
  a working generator which we paid for is what we should have.  We have 2 broken units
  
  Sincerely,
  
  Linda Mccutcheon

  
  
  
  
  
  
  
  they were not going to honor any warranty and to keep both broken generators. I called them they told me my husband had no right bothering the owner about customer service and to go make as many videos as we want. I asked if I need an attorney they said have him call. They hung up twice on me. I'm out hundreds and have nothing to show for it.

  Business Response

  Date: 06/20/2025

  To whom it may concern:
  
  A 4000-Watt Portable LP Generator was purchased on March ******. On March 31, 2025, the customer contacted us regarding the need for replacement parts. It was noted that the generator was being used continuously in an off-grid living situation, which exceeds the scope of typical recreational use. Nevertheless, we promptly shipped the requested replacement parts to support the customer.
  
  Subsequently, the customer reported additional issues with the generator on May *******. In accordance with the terms of our warranty (Pg.2 on attached)which states, Buffalo Corp will repair or replace, at its discretion, any part that is proven to be defective in materials or workmanship under normal use during the 1 YEAR warranty period. Warranty repairs or replacements will be made without charge for parts or labor.we offered the appropriate options: parts or authorized service. The customer requested service. After being informed of the process, the customer indicated that they could not be without a functioning generator, citing potential legal implications if power was lost.
  
  It is important to note that the original generator was still operational; the primary issue involved the flywheel, a part the customer declined to replace themselves.
  
  In an effort to accommodate the situationand outside of our stated warranty procedurewe made an exception by shipping a refurbished replacement unit and only charging for shipping, with the understanding that the original unit would be returned for service.
  
  The customer later confirmed the replacement unit was functional but noted cosmetic damage sustained during transit, no fault of our own as unit left facility in pristine retail condition.
  
  Following this, we received a written message from the customer that included the following comments:
  I FIND THIS WHOLE SITUATION RIDICULOUS AND DISGUSTING... I THINK THAT YOUR COMPANY WOULD LIKE YOUR CUSTOMERS. I will NEVER purchase your brand ever. And whoever asks my opinion, I will tell them the truth and dissuade them to NEVER PURCHASE FROM YOUR COMPANY. I am also going to be making a ******* review of your product.
  
  The communication also included further accusations and threats to disparage our brand publicly. After a full review of the situation,including images showing clear signs of misuse and neglect of the original unit, we determined the warranty to be void, in line with our policy requiring normal use for coverage eligibility. The warranty does not extend to generators damaged or affected by fuel contamination, accidents, neglect,misuse, unauthorized alterations, use in an application for which the product was not designed
  and any other modifications or abuse. (Pg. 2 on attached)
  
  We are committed to delivering exceptional customer service,and our representatives are well-equipped to handle a wide range of situations.Our supervisors work in full support of our representatives and do not operate behind the scenes. As such, involving a supervisor in this matter would not result in any additional information or accommodations beyond what has already been provided.
  
  With regard to legal claims, we do not initiate resolutions through legal channels. Should a legal matter be formally presented to us, we will discontinue direct communication and refer the issue to our legal counsel.This approach ensures that all interactions are handled appropriately and protects the integrity of our representation.
  
  As a final resolution, we have permitted the customer to retain both the original and replacement generators and are processing a refund for the shipping charges associated with the replacement unit.

  Please let me know if there is anything further, I can provide. 

• Initial Complaint

  Date:10/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 live off grid and depend upon my generators for my daily needs. I sent a generator in for warranty over a month ago. I told Buffalo I was having trouble with packages getting stolen because Fed-Excuse has been leaving them at a cattle gate on to public land beside the highway, 1 miles from any private property. Despite that Buffalo never sent me a tracking number, so it sat there until it was stolen. Instead of working with me to replace the generator, Buffalo started dragging there feet, repeatedly taking days to respond while expecting me to do all the paper work. The regional director of Fed-Excuse said ***** did all the claim paperwork themselves to get reimbursed. After admitting that they had incorrectly delivered it and it had been stolen they said Buffalo Corp must now file a claim to be reimbursed. Then Buffalo said I needed to do more paperwork, saying it is complicated and started the phone tag game again. While making innuendos that people have claimed things where stolen in the past when it was not true. Then, finally around two weeks after the generator was incorrectly delivered they said its there company policy that a police report needs to be filed first. Then they finally can replace my generator. It took five more days to get that to them. NOW THEY ARE PLAYING PHONE-TAG AGAIN!?! I am out a $1,000 generator for over a month now and if they do not send me a replacement soon I will be taking legal action!