Complaints

This profile includes complaints for Snap-on Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Snap-on Incorporated

  2801 80th St Kenosha, WI 53143-5656

• 

  Snap-on Incorporated

  PO Box 1410 Kenosha, WI 53141-1410

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:03/30/2023

  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.

  VERY disappointed in the Snap on tool company. Their customer service, policys and lack of trying to work with a (now former) devoted life long customer is very disheartening to say the least! Our friend and neighbor lost everything he owned and cared about in a garage fire this winter. He had his entire life collection of snap on tools, boxes, ect in the building including a couple thousand dollars worth of brand new, still in the packaging tools he had purchased from the Snap on rep at his work just days prior to the fire. The total loss made front page of our local paper. To make a terrible situation worse he discovered that the building owner had no insurance. Long story short, I contacted Snap on to see if anything could be done about the brand new tools just purchased and never used. I sent along pictures of what we could find in the ***** of the charred, melted snap on cases that housed the new tools, along with the paper article showing pictures of our neighbor standing in what used to be a garage searching for anything that could be salvaged (nothing was). Next to him the crushed burnt shell of his beloved **** ****** he was refurbishing. The response I got from snap on tools was sorry to hear, we would be happy to put him in touch with a dealer to start rebuilding his collection. My response was, He doesnt need a dealer, he just lost tens of thousands of dollars worth of snap on tools, and I was hoping he could at least recoup the ones he had just purchased that week and never opened or used yet. The answer was No. He would have to of had insurance and use that money to rebuy everything. He saw the Snap on rep a few weeks later at his work who tried to sell him tools. To which he promptly declined. Never again will he or any of us that know how the snap on company handled the situation purchase a tool from them ever again.

  Business Response

  Date: 04/11/2023

  Were sincerely sorry to hear of the fire at your neighbors garage/building and understand that it can be difficult re-building what was lost.
  
  Your neighbor can certainly work through his franchise to help re-establish his tool collection. It is not uncommon in these situations for a business to work through a replacement process whether the product is insured or covered out of pocket at the customers expense.
  

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have a small used car dealership. I retired after 27 years in the Army and decided to sell a few used cars. I got my used car dealer License and opened up in 2012. I purchased an Ethos automotive Diagnostic scanner in **************************************** 2022 it stopped working. I read on line about my issue and it said replace the **** battery. It's about the size of a quarter. I think it was a CR2032. Anyway I changed the battery out in Feb 2023 and now I get a screen telling me its an unregistered product. Call my local Snap-On rep or call the ***** Snap-on nymber for help. The lady that answered was short with me, unconcerned about my problem and appeared to be distracted during our 1 minute conversation. She told me my Snap-On unit is no longer supported by Snap-on any longer. I said "is there anything we can do"? She was silent and typing very loudly as I could here it on the phone. I thought she as researching my problem to help me so I was quite while she worked. After about 10 seconds of silence, she said "are you still there"? I said yes I thought you were looking up something to try and help me. She flatly said "no theres nothing we can do" and then dead silence again. So I said OK thank you mam and we hung up. I gave a lot of money for this scanner and I can't believe a company would basically say "tough luck, now you own an absolutly worthless piece of our equipment". All over a battery change and needing to re-register the scanner? It looks like they are building products with a shelf life based on a battery that cost less than $3.00 dollars. I am a disgruntled veteran small business owner who feels Snap-On are purposely doing this to force people to buy newer and newer scanners. This might be ok for big shops but not for us little shops. I have read several articles on line about other people who had this same problem and got the same answer. I need help with getting it re-programmed. Not wanting warrenty just reprogrammed. I'll pay for it.

  Business Response

  Date: 03/21/2023

  In 2007 the original ETHOS launched and became a scanner for technicians seeking a basic or entry level diagnostic tool. It was discontinued in 2013 to make room for ETHOS Plus and now the more advanced
  ETHOS Tech. After many years of software support Snap-on announced the final software upgrade for the original ETHOS would be Software Upgrade **** in the Spring of 2016.

  While we strive to take care of our customers' needs, obsolescence of component and replacement parts for the product mean that it is not viable to continue support of these products indefinitely. 

  Customer Answer

  Date: 03/22/2023

  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 do not need parts nor upgrades. I changed the battery. A battery snap on new would wear out. There are numerous complaints on websites about this happening to this model and other models of scanners you make. You have a scam going where you put a part in a scanner that you know will go bad. You also know there is a glitch where some scanners work and some do not. This is not based on model. Same models. Some work after battery change and some do not. You have known about this for YEARS. I just want my scanner registered. No updates. No parts. Just register it. Why would you basically steal from your customers? You are cheating me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair 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 son purchased a snap on coat with a black inner shell liner on feb 10th and the day he received it the snaps that hold the sleeves to the outer shell broke. He spoke with the truck representative ****** on Friday feb 17th about the coat and ******* said he would look into it and see if the company that makes the coat has a warranty? The truck only shows up at my sons work on Fridays so he will not hear anything from ******* until Friday March 3rd. This will now be a 2 week waiting period for this coat to be replaced since it broke the same day it was delivered and it was charged on my sons truck account.

  Business Response

  Date: 03/04/2023

  We have spoken to the franchisee who services this customer. The franchisee was surprised to hear of this complaint as the customer did not indicate concern when the timeline for replacement was discussed. The jacket has been re-ordered and was delivered to the customer on Friday, March 3rd at no additional cost.

  Customer Answer

  Date: 03/05/2023

  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 was informed that ********************* be providing a replacement coat at no charge how ever it was stated by the company snap on the at the coat was handed to the customer (my son) on March 3, 2023 and that statement is false. My son did not receive anything on March 3, 2023. The rep did inform him that all clothing orders are custom made and that it would be a week or 2 before he got the coat. 
  

  I am thankful that ****** is an honest franchisee of snap on and is taking care of this situation.
  However as far a the actual company Snap on I am disappointed that they would make a false statement to make themselves look good. I am starting to understand why this company only has a 3 star rating. 
  
  snap on needs to take accountability for there company and products. Im not sure how the company not ****** could offer a resolution that I would accept! Be truthful, be customer oriented, stand behind your product (all of them, not just the tools) and actually make your customers feel they are worth more than the price tag you put on things.
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/05/2023

  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 bought my Snap On torque wrenches 25 or 30 years ago. At the time I was told they have a Lifetime Warranty. When they broke I sent them in for repairs. They sent them back un-repaired saying the parts are not available.OK. They can't fix them. I asked if they could just replace them. They said no. They then proceeded to tell me it has a limited lifetime warranty. Essentially the life of the tool. Their words, not mine. Snap On voided the lifetime warranty I paid for. I don't want to *** them. I don't want anything except for Snap On to honor their warranty. The one I paid for. Thank you.

  Business Response

  Date: 01/06/2023

  We have contacted the customer and reached resolution.

  Customer Answer

  Date: 01/07/2023

  [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:12/15/2022

  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.

  On November 8th I ordered (order SEP-*********) a Snap On tool box from Snap On for $2480.11 on my credit card, a few weeks later when I had never received the tool box I called and they said it was not in stock and they would refund my money. I have called and emailed them several times over the past few weeks and they continue to say they will refund the money but it has yet to be refunded on their end. I would like for Snap On to refund the money like they said they would. I contacted my credit card company and they said a return authorization Had not even been started on Snap Ons end.

  Business Response

  Date: 12/26/2022

  We have investigated this matter and acknowledge that the customer was expecting an immediate refund upon cancellation. While the product was cancelled at the time of request, the processing of the credit does not always happen immediately and is actioned by another department. The timeliness of this process depends on the volume of requests and seasonality. Normally, the expected timeframes are discussed with the customer, so they can anticipate when the refund will happen. We have verified that the customer was refunded for the product on 12/16/2022.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair 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.

  When I was fired for not returning back from lunch my employer.. Refused to give me my last paycheck an he also kept my tools that I was buying an being credit for through snap on tool company..

  Business Response

  Date: 12/14/2022

  The nature of this complaint seems to be an issue between the customer and his previous employer. We've tried to reach out to the customer several times and have been unsuccessful.

• Initial Complaint

  Date:10/20/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 rented tools from snapon then returned them when I was finished the snapon man never credit by my account. I lost everything and now have $8k bill on my credit from unpaid snapon now what am I suppose to do. My score fell over 100 points and now I'm in debt

  Business Response

  Date: 11/04/2022

  We acknowledge that the customer's credit has been impacted. We have spoken to the customer, the franchisee, and Snap-on Credit regarding this matter. Snap-on Credit has validated that the product had a credit sale contract signed for by the customer and was not a lease. The franchisee found only the tool storage unit at the shop for repossession. The franchisee and Snap-on Credit followed normal course of both repossession and credit reporting, respectively.

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:

  I returned all the tools to ******************* he also contacted me to tell me he had my tools and ***************** also asked what he was supposed to do with clothing I left in the box which he threw away. He then later told me once I seen the remaining balance my exboss stopped him and he gave all the tools to my boss. Now he's saying he never got any of the tools also the credit I received for the chest was less that 1/4 the actual price I was financing how was that fair I returned a 3k$ chest and received a credit for a few hundred bucks now there's no accountability and these people are just using this excuse because they knows I was injured and not there.

  
  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.

   

  
  [Please type your response here.]
  
  Regards,
  
  ***************************