ComplaintsforSnap-on Incorporated

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an issue with snap on honoring their warranty I have asked multiple times to be added to the truck route so I can have my broken tools replaced and they refuse to stop at my shop and do that. That's one of their features they advertise is stopping at the shop and replacing tools so you don't have to mail or wait for shipping and my techs need the truck to buy tools and have their stuff replaced that's broken

  Business response

  03/15/2024

  We contacted the customer and reached resolution. The customer is not in a route that is currently being serviced by a franchisee. While the route is in the process of being filled, all warranties can be handled through the ************* Center. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the course of years, I bought a lot of Snap-on products. One of the main reasons was the advertised Lifetime Warranty.The fact that Snap-On stood behind their products was worth the extra money and a sign of quality.The paint of my $9,000 toolbox started to peel, and the problem became worse and worse. The toolbox has always been garage kept, and not used in a dealership. Im an amateur mechanic and dont beat it up. It looks like new except for this paint issue.I realized the paint is separating for the metal, and there is no primer. I decided to reach out to exercice what has been sold to me, my Lifetime WarrantyNeedless to say the Lifetime Warranty is nothing short of a scam and false advertising at its finest.- I reached out to Snapon via email on 10/30. They said they would reach out within 24 hours.- 11/01, no reply. I follow up - 11/04, still no reply. I follow up.- 11/07, I follow up a third time and call. They explain me that they cannot find my case. After 20 minutes on the phone, they tell me the person in charge is in vacation.- 11/09, I finally receive an answer saying We wont warranty your box but we can send you free rivets (Whats the correlation??)I explain that this is not an acceptable answer. The representative tells me that they will escalate the case to a manager and have an on-site inspection done. And here we go again!11/15 - No answer, I follow up.11/20 - Still no answer, I follow up 11/25 - No answer, I call. They tell me I will receive a reply 11/27 - Still nothing. I follow up again.Finally on 12/01, I receive an answer via email taking me back to square 1 (see picture attached)Snap-On will not honor the Lifetime Warranty they advertise when selling their goods, although their product shows a defect not due to product use.Snap-On sell products for a hefty price, advertising lifetime warranty and backs up when said warranty needs to be applied. Simply shameful. Will never buy Snap-On again. Buyer beware.

  Business response

  12/17/2023

  We have reached out to the customer and have been in contact several times to offer resolution, while taking into consideration our warranty policy. Most parts on this unit are covered under lifetime warranty, as long as the box is maintained. After full review of the photos provided, both in this complaint and previously, there is substantial indication that this unit has been peeling for an extended period of time. Additionally, there are nicks beneath the chipped paint in various areas, as if the edge of the box had been hit by an object. This coupled with being exposed to any type of humidity can cause the paint to continue to peel and rust. The pictures reviewed indicate this tool storage unit has not been properly maintained.
  
  While the unit would not normally be covered under the warranty policy, given the condition, we have offered to replace the handle, trim, channel trim rivets, &  provide touch up paint in addition to other avenues of resolution as a measure of goodwill.

  Customer response

  12/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Snap on did reach out to me. They offered a $500 gift card as a courtesy along with a new handle. This is the best they offered. 
  After reading their message, they did not take the time to have a physical inspection done, nor did they request additional pictures or videos. 
  They jumped to the conclusion that the unit has not been properly maintained, as a great way to escape the warranty they shouldve provided in the first place.

  I can only say, I have been extremely disappointed both with the customer experience I received, with the overall quality of the products that I believe, did decrease severely in the past few years. 
  

  Reach the conclusion that Snapon does not value our business as customers, Nor our money spent in their tools, I decided not to waste any more time on the company that does not value my business. 
  

  Since the representative explained that it was $500 and a handle or nothing else, I was forced to accept against my will. 
  

  I am contemplating legal action, but I am still unsure I want to go this route over a toolbox. The fact that it has to go to this extent over warranty that is promised to all customers is insane.

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

  Business response

  12/19/2023

  We have attempted to work with the customer to resolve.
  

  -The customer is not the original purchaser of the unit
  -We have reviewed the pictures provided by the customer, which provided enough detail to indicate the box has not been properly maintained
  -Given the condition, the unit is not covered under warranty
  -We have offered various replacement parts to the customer as well as additional measures of goodwill, some of which the customer accepted over the phone
  -Based off the circumstances and the condition of the box, this is the extent of what we can offer for resolution

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I would like to close the case and move on with my life. As it appears that Snap-On incorporated does not value customer service, nor is willing to work towards a reasonable resolution, I have no other choice but to accept my "$500 gift card" that I can use towards a $10,000 toolbox (5%, that's generous)
  
  I have been doing back and forth for over two months, with every communication being "$500, a new handle and that's it". I do not wish to continue going on for months. 
  I would like to close the case, but refuse to write that I am satisfied with the answer from the business as it would be far from the truth
  
  Regards,
  
  *********************************

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ****** was purchasing a toolbox through one of the snap on trucks while he was working at **** in St. *******. He spoke with the representative of the truck whose name is **** about no longer needing the toolbox and returning it even if he didnt get a full refund for what he was paying and the representative of the truck decided to put it in to corporate that he took it back as a voluntary repo instead of a return and now snap on is trying to charge my son over $3000. This toolbox was supposed to be taken back as a return, and the toolbox was in the exact same condition, as when he received it from the guy off the truck. He was also told by ****, the truck representative that he would only owe snap on maybe around $1000 for the tools that he decided to keep. Therefore he should only have to pay for those tools and nothing more. We are requesting that the bill be brought down to $1000, that is the only resolution that we will accept

  Business response

  12/01/2023

  This customer was serviced by a franchised business. Snap-on mobile stores are franchise businesses that are independently owned and operated.

  We have reached out to the customer direct, *******, the Franchisee, and **************. The Tool Storage unit was under a credit contract. The franchisee repossessed the unit to settle a debt and was issued a credit towards the balance for fair market value of the tool storage unit, established by the franchisee. The franchisee was under the impression that the customer understood and found the transaction satisfactory at the time. After speaking with **************, they have agreed to do a call with the customer and ******* (Mother) to review and re-assess the fair market value of the box.

   

• Initial Complaint

  08/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern.My name is ***************************, a resident of ***********************************************************I am an automotive mechanic technician, in 2019 and part of 2020 I worked at the KIA.- ***** the companies that the Dealers visit to sell tools to the mechanics was the **** ON franchisor that sold at this dealer.For my job as a mechanic, I needed a good scanner that would do both update and troubleshoot functions for any type of vehicle.In December 2019 I spoke with the franchisor, he told me that he was going to get me one that would meet all my expectations. On 01/22/2020 I took the scanner and opened a credit with Snap On.-We agreed on payments of $48.15 per week but since my payment was every two weeks, he agreed that I give him $100.00 every fortnight, which he would withdraw from my bank account electronically.After a week of receiving the scanner, I used it for the first time at work to do an update, but... what was my surprise? The scanner that the franchisor sold me did not help me at all, it did not perform the functions, it does not detect the problems.So I contacted him to tell him that I would return the scanner because it wasn't useful for what I needed, I couldn't do the work as it should be and he refused to accept it.This is how time went by and until 7 months ago I found out through another **** ON franchisor to whom I mentioned the problem and I believed that these sales were made as direct distributors of **** ON and not that each seller was a franchisor.Looking for a solution, I very confidently asked him if he could receive the scanner in exchange for other tools or get me a refund for the scanner when I return it to the company.Everything that happened is explained in the attached documents.Both the franchisor and the **** ON company, after I returned the Scanner, kept the device and the $7,452.20 and I was left with nothing. It's been almost 4 months and I'm still waiting for a response to my refund.

  Business response

  09/12/2023

  We have been in contact with the customer, the franchise, and ************** and are working towards a resolution.

  Customer response

  09/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My response in not accepting is because although *********************************, Customer Experience Supervisor -********************** CCC has made the effort to contact me very kindly by email and telephone, he is the one who is working on my case, but still there is no solution.
  
  He let me know that they are still working on my BBB complaint regarding the diagnostic unit. They are still figuring this all out and it will be a little longer.
  
  My response to him was that no matter how long it takes, what I want is to be reimbursed for the money I paid, since the franchisor ************************* and Snap On kept the diagnostic unit and the money, and I have left without the diagnostic unit and without the money.
  
  At the moment I cannot attach documents that I have received from Snap On in reference to this case and the evidence that I have is what has already been sent.
  
  For that reason I still cannot accept and say that I am satisfied, that is why I want my case not to be closed until this is resolved.
  
  I thank BBB for their help and attention with my case.

  Sincerely,

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

   

  Business response

  09/14/2023

  We've attempted to reach out to the customer again over the past several days with no response. This customer is currently serviced by a franchised business. Snap-on mobile stores are franchise businesses that are independently owned and operated. We have shared this complaint with the franchisee that was involved in this situation and have reached out to the various areas of business involved. The diagnostic unit that was sold to the customer, was one that the franchise took on trade, which is normal practice. When the customer bought the unit, it had software on it, which the customer stated at the time, would provide the benefit he was looking for.  After the unit was in possession with the customer over an extended period of time, in which a portion of that time the customer made payments, the franchise eventually worked with the customer to settle a remaining debt, through voluntary repossession of the unit. When the franchisee received the unit back, it was discovered that it no longer had diagnostic software on it, deeming it invaluable. The franchisee has agreed to keep the debt settled, but will not provide additional credits to the customer.

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regarding the response to this message, I can say that the only one who has contacted me is Mr. ************************** but last Thursday the 14th when he sent me a message to my email asking me to tell him if he had time to call me, I responded I would let you know because at the time I checked my email, I was attending a medical appointment. As soon as I left my office I called him but he was probably busy and I couldn't get in touch with him.
  
  But the franchisor and ********************************** since they stayed with the diagnostic unit and 15 days after I contacted them, did not call me again.
  
  The last conversation I had with the franchisor was when, after having given him the Scanner and having promised me that I would receive the refund in my account between 7 to 10 days, I contacted him to ask where my refund was, since there was nothing in my bank account And that was when things took another turn on his part, going back on what he had promised me.
  
  Everything is detailed from the beginning when I sent BBB this problem that Snap On is causing me, the reality of how things have happened.
  
  What the franchisor now says is totally false and absurd because when this man sold me the Scanner, this diagnostic unit did not have any integrated software that fulfilled the functions that I was looking for, the only thing I removed to deliver it was my personal data because It is my private information that I could not leave it and with that the unit is not deprogrammed from the basic functions, which is the only thing that this unit does and still serves, it is not invaluable as the franchisor mentions.
  
  As I repeat, the franchisor never informed me that every year I had to pay $1,200 to update it so that the diagnostic unit could detect the problems in the cars, this franchisor lies.
  That's why when I realized that the unit was not working 2 or 3 weeks after receiving it, I insisted to ****** that I wanted to return it and he refused to accept it. I have no choice but to continue paying for a device that never worked and I did not continue using.
  
  I continued making payments despite my disagreement and not using the diagnostic unit. But as I repeat, in the month of April 2023 I stopped making payments, waiting for them to claim me to have the opportunity to help me with this scanner and indeed I received a call from the collections department, it was the opportunity to contact them again and Tell them the problem with that unit.
  I told them that it hurt me to continue making payments for a useless product, but they didn't help me and we were left with nothing.
  I decided to send an email to whoever it concerned because I didn't know who to contact and the response was ********************************** Account Manager - South West, who asked me to call her to discuss the email, but after several attempts we were able to contact each other. I attach those messengers.
  
  When I was finally able to communicate with ********, she told me to solve the problem she would contact the franchisor to return the scanner and that they would refund my money when they had the scanner in her possession.
  After a moment I also received a text message from the franchisor, telling me to agree on a day and time for me to bring the scanner to him.
  But we never talked about it being that they would assume the balance if I returned the scanner and would lose the $7,452.20 that I paid, nor that I was an ignorant person to have accepted that condition.
  I never refused to continue making payments.
  
  With all this problem I now draw the conclusion that both ********************************* and the franchisor conspired to set me up, they promised me that if I returned the Scanner to them, the franchisor would be responsible for paying the remaining balance for the inconvenience they had caused me and They would refund me what I had already paid. That is not called a voluntary agreement, that is called fraud. And only the two of them knew the trap they were setting for me.
  
  How do you think that if they had mentioned to me from the beginning that in exchange for paying the remaining balance they would give them the scanner, I would have accepted?
  
  No way, because I have already paid them $7,452.20 for the diagnostic unit and logically I am not going to lose the most at least, knowing that the remaining balance was only $1,881.11 and that they were also going to keep the Scanner and all the money that I have paid, leaving me without the money and without the diagnostic unit, I never asked that they help me with the balance, I asked that they help me make that diagnostic unit work as I had requested when I bought it.

  With so much sacrifice I paid the principal and with very high interest, the contract shows that he sold it to me for $5,586.11 with a very high interest rate of *****%, which was financed at $3,177.19, making a total of $8,763.30, it is written in the contract, but the interest never went down and that's why I never finished paying, I paid them $7,452.20, it was little short of the $8,763.30 but SNAP ON still had me with that balance of $1,881.11 because they didn't stop charging interest even though I paid more than agreed.
  
  On May 6, 2023, when I delivered the unit to the franchisor, he verified that it was in its original ********* protected, I had even bought a protector for the scanner screen, the unit was completely new with its complete and intact accessories and he He said not to worry, that in fact the diagnostic unit was not working as it should, that he apologized, but not because I had deprogrammed the unit but because the franchisor never installed the software that he now mentions.
  
  He confirmed that the unit was not working, first he said it was because the signal was not getting in properly in that place where we were, then he said that it showed an error, that he would try to repair it, that it was something simple and easy like doing a reset and that's it, but it was It would take time. That he would resell it to reimburse me my money. That selling it wouldn't cost him anything because there were always customers who bought from him. It's been 4 months and I don't have the scanner or the money.
  If at that moment he had mentioned that they would not give me a refund, I would not have left him the scanner and would have continued paying for it.
  
  How is it that the franchisor now says that he is not going to refund my money? These Snap On franchisors and their representative always want to take advantage of customers and not take responsibility for the fact that their products also fail.
  BBB can verify the countless complaints that customers subsequently report about Snap On, this company is used to keeping customers' money, with reason *************************** also told me that even taking them to Court before a Judge does not make them refund money to clients, which is a waste of time and money to pay a lawyer because they do nothing for them.
  
  The scanner is not invaluable as he claims, he stated that the only thing he did not have was the updates and that is why it did not work, he knows perfectly well that he never installed the software.
  The franchisor assures that he paid the balance of the $1,881.11 so that he keeps the diagnostic unit and that from the $7,452.20 that I paid them, he deducts the $1,881.11 and reimburses me the $5,571.09
  
  Analyze my claim carefully and verify that what I say is true.
  I insist that what they are doing to me is unfair, the fact that they keep the diagnostic unit in their possession and the $7,452.20 that I paid to Snap On and I am left with nothing, is illogical and very dishonest on the part of the franchisor.
  
  That is unacceptable, it is difficult for me to earn money, working honestly.
  
  The franchisor is not telling the truth, for that reason I do not agree to close this case until they reimburse me the money.
  
  I thank the Better Business Bureau for continuing to assist me until I obtain a satisfactory solution.

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

  Business response

  10/03/2023

  After reviewing all of the documentation provided by the customer in full and working with the franchisee as well as various areas of the business weve found the recourse the franchise took with the customer was satisfactory:

   

  • January 22, 2020 customer purchased the diagnostic unit from the franchisee on a credit contract which included financing
  • In the contract the customer agreed to make weekly payments for the duration of 182 payments
  • Customer did not meet payment requirements as outlined in the contract
  • Customer signed a voluntary repossession on 5/6/2023
  • The franchisee cleared the balance the customer owed, which exceeded the fair market value of the product

   

  Thanks,

   

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

  Snap-on Tools | Franchise Operations Mgr

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AROUND 2 MONTHS I SENT IN MY SNAP -ON SCANNER FOR REPAIR AND MY DEALER SENT IT OUT AND I HAVE A LOANER THAT DOES NOT WORK. MY DEALER HAS TRIED MANY TIMES TO CONTACT SNAP-ON AND THEY GIVE HIM NOTHING ABOUT MY SCANNER AND PLEASE NOT I HAVE SPENT THOUSENDS TO HAVE THE DEALER DO THAT I CANT BECAUSE OF THERE POORLY MADE TOOLS THAT i PAY ON TIME

  Business response

  07/20/2023

  I dont know this person at all. I have a Snap-on franchise in ********** ************. I would like to think that he has mistaken me for his current franchisee or Snap-on corporate. He needs to get his facts correct before filing a complaint on a complete stranger. I have nothing to do with this and I completely take care of my customers. 

  Customer response

  07/21/2023

  I bought item from snap on corp 

  Business response

  07/24/2023

  We have been in contact with the franchisee, who provided an updated, working loaner unit to the customer, while his other unit was sent in for repair. We have also spoken to the Diagnostics team who indicated the product was received just last week. It has been repaired and the customer can expect to have it back this week. 

• Initial Complaint

  07/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sold an ** Machine by a Snapon Truck from *******************/*************************. Machine was sold incomplete, with missing parts to make the machine functional. After 2 years of complaining and spending $ to make what should have been a functional machine, **** only wanted to refund the ** machine and not the $300 in dye bottles, and $100 in tank adapters we have bought just to make the machine operational, along with all the lost revenue. The machine sat idle for 3 months before we had enough and went and found parts to make this functional. It is sad that Snapon allows **** to handle his business like it. Calling snapon, they dont want to do anything to resolve this. **** has now said Ive stolen the machine, which is untrue. I am rightfully trying to recover costs I endured during this process, including time spent, parts to make the machine actually work, and the several customers *** lost unable to use this machine. I am now one very unhappy business owner, who may end up taking this to court if this doesnt get resolved.

  Business response

  08/04/2023

  Snap-on mobile stores are franchise businesses that are independently owned and operated.
  

  Weve spoken to the franchise, who sold the unit as used and operational. The franchise has offered to take the unit back and refund the customer.

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have requested a refund payment for not only the machine but all of the accessories that Ive had to purchase to make it functional. This is north of $3500. Ive also experienced business loss and interruption. 
  

  Regardless of Independent or not, this is unacceptable to have anyone handle this the way the independent did. The independent would only discuss refunding the accessories.

  if this independent will refund us for the machine and accessories, the machine and accessories will be returned. 

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

  Business response

  08/07/2023

  This customer is currently serviced by a franchised business. Snap-on mobile stores are franchise businesses that are independently owned and operated. We have shared this complaint with the franchisee that was involved in this situation and asked that the franchisee contact the customer directly for further resolution. 

  Customer response

  08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  franchise or not. You have an obligation to help fix this issue. This issue has been going on for 2 years. I made both **** and **** aware of the issue. The machine came to me supposedly working. It did not. I had to purchase equipment to make the machine work. $2500 plus tax for an AC Machine that doesnt work. $300 plus tax for bottles for dye. $100 plus tax for an adapter, $200 plus tax for the extra filter. I want reimbursement for the customers I lost and time I lost. I want reimbursement for the products I purchased through his truck to make this machine function. I want the time I spent making the machine work back. I want reimbursement for the products I purchased from other stores to make this machine even usable. This can be placed towards the truck account and the rest to back to my business. The brand Snapon is on the truck. Ill be taking next steps if this cannot be resolved by the end of August. 

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

  Business response

  08/08/2023

  We have contacted the franchisee again, who has re-iterated that he is willing to work with the customer to resolve with both credit towards the ** Machine as well as the additional parts purchased.

   

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has come to my attention that take down requests have been submitted on behalf of snap-on incorporated/ IDSC Holdings LLC and or Nexiq technologies against our product which is actually a genuine nexiq usb link 3 adapter we purchased from authorized dealers and we have receipts proofs but *********** wont recognize since if the trademark holder claims its fake then they will go with it. To avoid any further misunderstandings and to protect the interests of both our companies, I strongly urge you to verify and update, if necessary, all registered emails and contact information with **** and ****** regarding the ownership of the trademark and/or copyright holders of snap-on incorporated/ IDSC Holdings LLC or any other trademark concerns such as claims for any Nexiq technologies trademarks or copyrights , Ensuring the accuracy of this information with these platforms will help prevent any future false take down notices from competitors who actually sell the counterfeit nexiq as original. Here are examples of the counterfeit nexiq which are claiming nexiq trademarks on them ************************************* ************************************* ************************************* We believe that someone claiming to be either snap-on authorized user/ IDSC Holdings LLC or Nexiq technologies authorized trademark representative or actually trademark/copyright holder as well as it could be that they are using aliases, I understand the significance of protecting intellectual property rights, and I urge you to take swift action to verify and clarify your current authorized status as the trademark holder of "Nexiq technologies with both **** and ******. I highly recommend that you contact **** at ************* and ******************* as well as ****** at ads-*********************** also confirm snaponcounterfeitgoodscompliance.com is owned by snap on.

  Business response

  08/01/2023

  We have sent this complaint to our OpSec Security Team and has verified that the listings referenced are both live and have not been enforced by our team.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My issue arises from the discontinuation of a critical component of the vacuum cleaner the air filter (part number: *****). As you're likely aware, this component is integral to the vacuum cleaner's operation, and without it, the equipment becomes practically inoperable. It recently came to my attention that this part has been discontinued and is no longer accessible, resulting in considerable inconvenience.When I made the decision to purchase the Snap On Vacuum Cleaner, I was making an investment in a product I believed to have a service life in line with the company's reputation for high-quality, durable products. As the air filter is a consumable and replaceable part, it's only reasonable to expect its availability throughout the usable lifespan of the appliance.While I can understand that the production of certain components may eventually be phased out for various reasons, discontinuing an essential, consumable part of a product still within its usable life seems somewhat inconsistent with providing a valuable, enduring product. This situation essentially diminishes the product's lifespan and consequently reduces the value the product provides to customers like me.

  Business response

  06/13/2023

  We have made several attempts to contact the customer for resolution with the contact information provided.

  Customer response

  06/23/2023

  [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 am writing to update you on the complaint that I had previously lodged  ID ******** with the Better Business Bureau regarding the unavailability of a replacement filter for my discontinued vacuum cleaner, which is under the Snap On brand.
  

  I wish to bring it to your attention that ****************** from Snap On has displayed commendable efforts to address this issue. He invested time and resources in an attempt to locate a replacement filter for my product. However, due to the complex circumstances that this product was originally manufactured by a third party under the Snap On license and this third party has stopped its production, it has been a challenge to find a suitable solution.
  In spite of the daunting task, ****************** maintained high standards of professionalism and proactively suggested alternative resolutions. To mitigate the inconvenience caused to me, he generously offered a consolation in the form of a gift card.
  While it is unfortunate that the initial problem could not be resolved as originally expected, I would like to express my satisfaction with the way ******************, and by extension Snap On, handled the situation. His actions not only showcased his dedication towards customer satisfaction but also reflected positively on the company's approach to resolving customer concerns.
  Thus, I find it appropriate to retract my complaint. I accepted the gift card and want to appreciate Snap On for their excellent customer service, especially ******************, for his unwavering assistance during this period.

  
  Thank you once again for your understanding and assistance in this matter.
  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or about March 15, 2023, ******************, who was representing Snap On, showed up to my workplace when I was not there. He arrived in a *************** Tools truck, broke into my property (toolbox) and stole $1,500+ worth of my personal property (power tools). When I confronted **** about this theft, he stated that I owe him money for a repair done to one of the tools he stole. I will also be filing a police report, but would like to file a formal complaint against Snap On for this illegal consumer theft and extortion. I do not have any sort of collateral loan with this company.

  Business response

  06/14/2023

  We have attempted to contact the customer multiple times to discuss this issue without success. 

  We have also reached out to the franchisee, who indicated this was a repossession in relation to a debt the customer owed. The franchisee is willing to work through an alternative resolution with the customer. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have some tools that are snap on brand after reaching out and speaking to their customer support team they still did not help me clarify my issue I have these Snap-on tools which live with a life time warranty. When I called they said since they dont make parts for this tool they cant not fix it and since this model is not being made anymore they cant exchange it. This is absuard and they should not have a lifetime warranty if this tool does not live behind its name I asked these tools be exchanged which they said they would not do so I would like to file a complant thank you.

  Business response

  06/13/2023

  We have contacted the customer and reached resolution. 

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