ComplaintsforPositec Tool Corporation

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Worx 3 in 1 blower vac WG-512 from ********** in 11/21 and it has a 3 year warranty. It stopped working in October 2023 and I called Worx support on November 2023 and again in December 2023 to file a warranty claim. Both customer service reps were nice and told me that the unit was back ordered and they would put me on a waitlist and I would be notified when it became available. On January 30 I called again and inquired about the status and talked to Brand Ambassador ***** who told me that it still on back order. This time she told me that she would process the claim (which neither rep before mentioned this) and I received an email that same day telling me that it the warranty claim had been officially processed. It is now March 1st and nothing! This is ridiculous. I did upload the receipt to ***** along with the serial # of my unit.

  Business response

  03/04/2024

  I am happy to help ************ with a warranty replacement WG512. I created order ********* to send the replacement. It should arrive within 4-14 business days via ****** We have his email address on the order so once the order ships, he will receive an email containing tracking information. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a weed trimmer in September, 2023. The amount of $128.84 was deducted from my checking account on 9/21/2023. I placed a call to them on 9/27/2023 at 3:02 p.m. to find out why I did not receive the item pictured on the website. The item I received did not have the advance feed button on it. It was explained to me that the item I ordered had the wrong Item number for the item that I wanted. They told me that I should return the item via Fed Ex and then contact them when the item reached the destination in **************. I was not able to get to a Fed Ex drop-off site until 10/04/2023. I called them on 10/09/2023 to let them know that the trimmer had been delivered to them in **************. I was told the new trimmer would be sent out and that I would have to pay for that trimmer or I could wait until I received the refund for the returned trimmer. They told me that I would receive the refund in 24 to 48 hours. Believing them, I placed the order for the new trimmer. 48 hours came and went. I called them on 10/12/2023, 10/19,2023 and 10/23/2023. I was told that they were unable to complete the refund electronically and would be sending out a check. They said it would take about 4 weeks to receive the check. On November 17, 2023, I called to find out what was going on. The woman that answered the phone told me that the check was being processed and needed to be signed by hand. I am still waiting for the check. During this whole time, I never received an email or a phone call to let me know what was going on.

  Business response

  11/29/2023

  Regarding the requested refund for order #*********. We were unable to process a refund back to ************************ **** on file. A refund check for $128.84 was requested to be mailed so that it would arrive on or around 11/31/2023. ******************** should receive her refund check within the next few days. 

  Customer response

  12/03/2023

   
  I am rejecting this response because: I have been waiting for two months total for my refund. I contacted them several times and was repeatedly told my refund was coming. I still have not received my refund. I do not believe what they say.
  
  

  Business response

  12/04/2023

  I apologize that you have not yet received your refund check. I will contact our accounts payable department for more information about the check. In the meantime, could you verify your mailing address?

  Customer response

  12/05/2023

   
  I am rejecting this response because: I find it incredible that they do not have my mailing address since I have received the shipments of my purchases from them. None the less, here is my address: ************************************************************************************
  
  

  Business response

  12/05/2023

  Thank you for verifying your address again. That is the address for which I requested the check. I have not yet received a reply to either of my requests for information about the check we sent. As a consequence, I will request that another check be cut and mailed ASAP.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have used Worx power tools for years, and recently I am perplexed. My 16 in model chain saw the tension k*** froze in place. I ended up being told that it was not repairable. I ordered over the phone from Worx the WG304.1 18 in model which I now have. Here is my simple problem. When I went to register online with the warranty, I entered the information, and then I was directed or asked on the website to sign up for an online account, which I then created a password. The user ID is your email address. That directed me to an email link that Worx sent to confirm it was me registering. I clicked on that email link, and now I cannot get in. I was told by someone in IT ******************* ************ today via email that my account was not locked, simply go back in to reset my password. I do that, and it sends another message that an email link will be sent, but that has not happened. In addition, I spoke to someone yesterday and went over the issue with my 16 in worx chain saw, supposedly unrepairable, but when I explained to him my problem, he said likely all I needed to do was replace that tension know ($30 part) and no need for a new one. I am asking for someone, from this company to call me and help me get my online account going and also if my 16 in worx chain saw is truly repairable. If so, where can I send for that repair. Lastly this *******************, I emailed for him to call me, I tried to leave him a voice mail and his message box is full. This problem would be resolved, in my opinion if he would take the time to call me. I see this all the time. An employee not willing to contact a customer. I guess it is not their job.

  Business response

  07/27/2023

  Know that this is not what we expect from our products or services. We appreciate you bringing this to our attention. I tried calling so I could discuss the issue with ************** but had to leave a voice message. I would be more than happy to place an order for the Chain Housing Assembly (********) used in his WG303.1. I am able to view the registration for ****************** WG304.1 so it is registered. It is not appearing in his account information because the order was placed here by one of our agents. For an order to appear in the customer's account, the order must be placed by the customer on our website while signed into his account. ************** called and we discussed his issues.

  Customer response

  07/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order the following items since june 29 2023. I have not received the items. I am not able to get a status of the items. The money has been taken out of my account. i need the The items or my money back, The following is the confirmation message I received from the company:On Thursday, June 29, 2023, 10:39:44 PM EDT, *************************************** <***************************************> wrote:Your order has been received!Order Number: ********* Worx Logo Worx Step 1 - Order Confirmation ORDER NUMBER: ********* HELLO ***********************,Your order has been received! Thank you for shopping with Worx.View your order summary below.VIEW ORDERShipping To:7512 *************** CourtCourt ************** ** ***** ** ORDER SUMMARY QtyProductsOptionsUnit PricePrice 1WX261L Nitro 20V Power Share 3-Speed Cordless Impact Driver with Brushless Motor************ 150044973BATTERY FREE - 20V Power Share 2.0 Ah Battery (WA3575)0.00.0 Subtotal: ****** Discount: 0.0 ******************** 0.0 Sales Tax: **** Grand Total: ******

  Business response

  07/26/2023

  We apologize to ************** for the delay in shipping his tool due to an address validation issue. I have corrected the shipping address which will now allow the order to ship. He should receive the impact driver within **** business days via his postal carrier. Once a tracking number has been assigned, he will receive an email containing the tracking information.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered parts to a saw I bought a while ago. The man told me I had to buy the whole set-up which I did. I received the parts but not the ones I was expecting to get. Order number ********* I have tried unsuccessfully to call about this problem and have been on hold for about an hour. I spent $36.82 on the parts and don't have the ones I needed. It seems there is no way to be able to talk to anyone. I am not happy with this situation and was wondering if you could help me with it.

  Business response

  07/20/2023

  It is unfortunate that ************************ received the incorrect parts. We would be happy to help. I have issued a refund for $36.82 back to **************************** **** ending in ****. He should see this credit on his statement within 3-5 business days.

  Customer response

  07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

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

  
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sent me a lawn mower to try and I would be paid for my time. They sent a unit without any instructions and it also didnt work. I spent quite a bit of time and frustration trying to set this up and eventually sent it back. They are refusing to do pay me for my time. I want the $50 Ive earned.

  Business response

  04/19/2023

  The company, My-Take, offering the incentive for testing the Vision, was aware that there were requirements which we needed to be fulfilled in order to receive the incentive My-Take offered. At least two of the requirements included the registration of the tool and connecting the Vision via WiFi. Registration of the tool needs to be done before the Vision can be connected using WiFi. ****************** had two user guides emailed to her and we would have been happy to help with any issues she encountered if she had contacted us for help. We are unable to verify that she completed the test requirements because she did not register or connect the Vision to WiFi and also did not contact us about anything beyond asking for the user guide which was emailed twice. ****************** has been informed that she needs to contact My-Take at ************************ about any payment since they were the company offering the incentive.

  Customer response

  04/19/2023

   
  I am rejecting this response because: they sent a defective product that didnt work. I spent a lot of time and frustration with this product and deserve to be compensated. Its only $50!!
  
  

  Business response

  04/20/2023

  *******************, please be advised that after further review we are unable to substantiate your claim.  If you can provide proof of registration, we can proceed with validation to our vendor partner that you have completed the requirements of the product testing period. If no proof can be provided and attached to this BBB complaint, we will consider this matter closed.

  Customer response

  04/21/2023

   
  I am rejecting this response because: we couldnt register it because it didnt work and the instruction manual you emailed was for the wrong model.  Its just $50! Youre acting like its millions! How sad is your company that you dont feel time is worth anything and I spent a lot of time working on that mower because I desperately need that money for food and medication  why are you being so heartless? 

  
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  12/8/2022 date of transaction: Ordered direct from Positec 16", 40 volt cordless chain saw. Received the package but it had no batteries (2 - 40 volt) nor battery charger with the package. These were included in the purchase for $185. I would like to return the item which is of no use with out these missing items listed above.

  Business response

  12/13/2022

  I located ****************** order RWD-********* and found that he has been in contact with one of our agents. ************** ordered the WG385.9 tool only which does not include any batteries or charger. A prepaid label was sent so ************** can return the WG385.9 for a refund.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  yesterday 10-10-2022 i called Worx to look at a leaf jet leaf blower and attachment. We talked but I in no way placed this order, only talked about it. I called today when I realized I was charged anyway. Customer service told me today it was a preauthorization, Nobody told me about this. Now they want to call my bank to see if they can take it off. Says it will come off in ***** hrs. The amount should never have shown up as any kind of charge as I never placed the order.

  Business response

  10/18/2022

  I completely agree with this person that the money should be returned immediately.  That said, this complaint is not about my company.  We are 2 gyms in central ********** and this person is complaining about the tool manufacturing company.  Please remove this complaint from our account and direct it to  the right company.  

  Business response

  10/20/2022

  I am happy to respond to this customer. Order ************* was cancelled on 10/10/2022 without an actual charge being placed. We did have a pre-authorization which just means we contacted the customer's credit card issuer to let them know we would be placing a charge on this credit card for $264.91. The customer's credit card issuer then sequestered that amount so it would be available once we sent the charge to them. Since this order was cancelled before we sent the charge to the credit card company, the pre-authorization normally drops off the credit card statement within 3-5 business days (depending on the card issuer). Before replying, I checked with our billing department to verify any information about the pre-authorization. I was informed that the pre-authorization had expired so should no longer be on the customer's credit card statement. We have never accepted any monies from this customer for this order so we cannot refund what we never received. I recommend that the customer contact their credit card issuer if the pre-authorization is still on their statement.

  Customer response

  10/21/2022

   
  Complaint: 18196566
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  10/24/2022

  We did not charge **************** for the order so did not receive any money from **************** and are unable to refund something we never received. If the pre-authorization is still showing on ****************' statement, I can only guess that she used a debit card rather than a normal credit card. Debit cards are a bit different than normal credit cards since they draw directly from a checking account rather than a credit line. With a debit card, when a bank sequesters a pre-authorization amount, it looks exactly like a charge on the customer's statement but it is not a charge. The bank has just marked the amount on hold for the actual charge. On normal credit cards, a pre-authorization just drops from the statement within 3-5 business days. Occasionally, with debit cards, banks may be slow to recognize that a charge is not following the pre-authorization so they do not make the amount on hold available to the customer again. Everything we can do from our end has been done. ****************' money is still at her bank. **************** will need to go to her bank so she can request that they make the amount of the pre-authorization available to her again.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a work hand clipper. Order # **********pROD. Paid with Amazon Pay# P01-5699156-7911542 Sent by ***** tracking number. ************ It never arrived. I have tried to get a hold of Posiec by phone but no operator. Left messages. No response. Tried to leave to anyone there trying assorted party extensions and no help and now my call fails each time I try to call or if I call the mailbox if full. All I want is for the company that I purchased the item with to send me another. ***** needs you to call them using the tracking number and they will inform you the package was lost/stolen and will authorize you to replace it. That is all I am asking. I would ask someone there but nobody answers your phone. *******************

  Business response

  06/30/2022

  I apologize that you have been unable to reach us by phone. Our *************** has been ready and staffed with service representatives each weekday between 9am-6pm eastern time at **************. 
  I am happy to answer any questions about your order RWD-********* for the WG801. Since you included priority shipping on the order it should have arrived by 6/30/2022 to be delivered directly by ****** Tracking still shows it has not been delivered. I am reshipping the WG801 with priority shipping in order RWD-********* which should arrive within 5-7 business days via ****** 

  Customer response

  06/30/2022

   
  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

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on May 13, 2018 I purchased on my amazon account a worx pressure washer kit for the total price of $143.99 . I paid my amazon **** in june of 2018 and actually forgot about the purchase, which I never received. Going through my email, I noticed the **** from Worx and it claimed it was still processing and the tracking number is not valid. When I called worx about it they said there was no way of reimbursing me because there is a glitch in their system, however it still shows active on my end and when I track the number it says it just shipped today May 24, 2022 and I will receive it on May 31, 2022. Since I placed the order 4 years ago, and never received it, (I thought I never placed the order afterall), I went to lowes and purchased a pressure washer which I use, and do not require the one they never shipped me. I would like a refund to my amazon account for $`143.99 because I never received the product I paid for.

  Business response

  05/26/2022

  I am happy to respond to this customer, however, I have no information about the customer with which to work other than dates and amounts. Could the customer provide some identifying information so I could investigate the claims? Information like name, address, phone number and/or order number. Even a tracking number might help.

  Customer response

  05/27/2022

   
  Complaint: 17249255
  
  I am rejecting this response because: the information they are asking for, are enclosed in the attachments of this complaint. If they would like to contact me through my email at *******************   I forwarded all the attachments to the gentleman I was on the phone with prior to contacting BBB. And was told in minutes: too bad you bought and got nothing but paid $143.99 on my Amazon account.   
  
  Sincerely,
  
  *****************************

  Business response

  06/01/2022

  Thank you for the additional information so I could review ****************' situation. I have determined that even though the order is so old that we are unable to verify ****************' claim, we are willing to send her a new Hydroshot as a courtesy. I see that there is mention of a change in address. If **************** could provide her current shipping address here or by contacting us again, I would be happy to place an order to send the WO7105 Hydroshot combo.

  Customer response

  06/01/2022

   
  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. My address was

  confirmed by the gentleman I spoke with as

  36 ****************** 

  *************************************.  
  
  Sincerely,
  
  *****************************

*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. ↩