Snap-on Incorporated

Review: The guides welded into the box are worn out. Making the drawers not work properly. Under the terms of warranty box should be replaced under life time warrenty.Desired Settlement: Replacement

Business

Response:

I have reached out to the customer directly to gain more information regarding his complaint. Once he responds Snap-on can guide Mr. [redacted] with a resolution.

Review: I purchased a snap-on 3/8 electric gun for over $500 that was guaranteed for 2 years. the gun lasted just over two years and stopped working, which was dissapointing as the sales pitch was that snap-on tools are superrior to their competetors whose tools are marketed at a cost that is 200% less than snap-ons and on average last longer than the electric impact gun I purchased. Assuming that my case was a fluke and that the early failure of the 3/8 electric impact gun was just unlucky I paid the $100 to have the gun rebuilt that was supposed to come with a 1 year warranty. come to find out now 6 months later that it was only a 90 day warranty and my gun is not working again. Snap on would like for me to pay another $100 to have the gun sent out to be rebuilt again. Snap on is unwilling to offer any type of good will repair due to these circumstances in order to retain me as a customer after having spent over $10,000 with them. This gun has failed early twice now which is unacceptable considering the amount I paid at purchase and the reputation sanp on carries for having the best long lasting tools.Desired Settlement: I would like for the 3/8 impact gun to be repaired.

Business

Response:

Customer has been contacted and arrangements made to repair his drill. Customer has agreed to the terms.

Review: In November of 2013 we purchased the Verus Pro and the Shopkey management system.

The following problems have occurred since the purchase:

1. The paperwork was never sent in correctly filled out by your salesman, it did not have the Quickbooks add-on included.

2. The initial installation never worked it would not connect to quickbooks and the verus would not send the codes to the work orders.

3. Several attempts to fix the problems failed.

4. In march of 2014 we discovered all the sales tax that was coming across to quickbooks was wrong we had to resubmit 3 months of sales tax reports and were fined by the state.

5. After refusing to pay the bill they put us with a technician that couldn’t figure out who had installed this mess. He uninstalled the entire system and reinstalled. At this point quickbooks and the system worked the Verus pro would still not work with the system.

6. The system has error codes everytime you transfer information over to quickbooks.

7. On 9/05/2014 your new diagnostics salesman told me my verus pro was the problem we needed to update it and add sure trac and it would work fine. I said whatever we got to do to make all this work I need done. So I was sold sure trac with an update to my verus pro. It still does not send the information over to the work orders. I was promised he would show back up the next week and get everything to work. [redacted] is our normal weekly route person came in on 9/12/2014 and asked me how everything was working I told him It doesn’t work and the guy never showed back up. He placed a call to the salesman [redacted] and he came about an hour later in a pair of shorts and a t-shirt and told me that I just need to call tech support and get the issues worked out, he was in the middle of teaching a hunters safety course.

You have sold me a system that does not work.

I want a full refund for the Shopkey management system. I want the supscription they sold me on 9/05/2014 cancelled.

I have filed a Revdex.com complaint and I am sending this to our attorney as well to recover any costs associated with bringing in a new system.

I AM DONE SITTING ON YOUR TECH SUPPORT LINE WAITING FOR A SYSTEM TO WORK THAT WAS PURCHASED A YEAR AGO! DONE

Consumer

Response:

On Tue, Oct 7, 2014 at 7:05 AM, [redacted] wrote:The company has contacted me after filing the Revdex.com complaint. For 9 months all I could do was get the run around, finally we got the issue resolved.

Review: I purchased a tool box ,new from snapon. My dealer told me it had a life time warranty at the time of puchase. The tool box has stayed pretty Clean.I decided to clean it with a towel and some water. To my surprise the paint comes off on the towel. I asked my current dealer about the problem and he just tells me that he doesn't control that but will be happy to sell another tool box to me. I called snap on corporate office and kind of got the run around, I called the regional rep and no answer or returned call, I called snap on corporate back and filed a complaint. They said they would handle it within 5 days. I have still not heard anything from them, I have many other tools I purchased from them and been denied warranty or had them fix the tool and I received them still broken and no action to correct the problems were taken. At this point I have spent thousands of dollars on failing products with no effort by snap on tools to correct the issues.Desired Settlement: Replacement, refund, or exchange.

Business

Response:

The customer has been contacted. Our Snap-on Franchisee is currently working with the customer on his concerns.

Review: A BATTERY TESTER/CHARGER Diagnostic Tester and Charger, Battery System, D-TAC Elite WAS RETURNED AND A REFUND NEVER FULLFILLED. THE ITEM WAS LIKE BRAND NEW. THE HEAD FOR IT HAD BEEN SENT IN MULTIPLE TIMES FOR PROBLEMS. THEY SENT A NEW REPLACEMENT HEAD AND IT LASTED A WEEK. I ASKED THAT THE ITEM BE RETURNED AND A REFUND ISSUED. THEY HAVE GIVEN US A COMPLETE RUN AROUND ON THE REFUND. THEY TRIED TO SAY IT WAS APPLIED TO SOME OTHER ACCOUNT WE HAD WITH [redacted] ON HIS TRUCK. THAT WAS NEVER THE CASE WE HAVE CANCELLED CHAECKS TO PROVE ALL OUR PAYMENTS TO SNAP ON. HE BASICALLY STOLE THE ITEM AND SOLD IT TO A SHOP IN BELLEVILLE, IL WHERE TI SITS BROKEN TODAY.Desired Settlement: 2500 REFUND

Business

Response:

[redacted] is an authorized franchisee of Snap-on Tools Company and operates as an independent business. He purchases tools from Snap-on and resells those tools to his customers at prices and upon terms of his choice. Snap-on does not have access to Mr. [redacted]’s records and therefore we cannot comment on what happened between Mr. [redacted] and [redacted]. We have alerted Mr. [redacted] to the content of the complaint from Mr. [redacted]. We have suggested to Mr. [redacted] that he reach out to Mr. [redacted] to discuss the situation directly.

Consumer

Response:

Review: Snap-on Tools franchisee owner [redacted] is unreliable. He does not show up to service my dealership and he has stopped returning phonecalls. There are multiple techs that are waiting for product purchased months ago, and I am waiting on items that were sent in for repair 3 months ago.Desired Settlement: none

Business

Response:

A Snap-on representative spoke with Mr. [redacted] on January 30th. The representative emailed the customer his statement on 2/4/14 at approximately 4pm. The torque wrench and piece of tool storage trim is to be delivered on 4/5/14 by the local franchisee. Mr. [redacted] also has the contact information for the local Business Manager.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased a new toolbox a year ago, spent over $16,000.00, plus the purchase of many new tools as well. Our tool man became very spotty with service around Dec. of 2013

The last visit we had was March 12th. I contacted snap on customer service 4 times between March and May. They told me someone would contact me each time I spoke with them.

No one has every called me back on any of my attempts. We pay very high prices to these people for the service we receive that is included in the cost of the high price tools.

The service has stopped completely and I feel this is a poor way to operate a business, I have been a customer since the early 80's and have always had issues with the reprecenitive not showing up

in a timely fashion, how ever they never fail to take there payments on time.Desired Settlement: I decided to purchase this new toolbox after almost 20 years since my last box purchase, spent a lot on the upgrade and was very happy. Now that service has stopped and my needs can no longer be met.

I would like to return my box and purchase one from a company that cares and shows up to service our needs. The dealership I have worked at for the past 25 years has 24 techs and growing with no snap-on service rep.

Business

Response:

We have reviewed the complaint regarding the lack of service to customer [redacted]. [redacted]. The franchisee owner previously servicing Mr. [redacted] closed his business. Snap-on has taken action assigning the shop where Mr. [redacted] works to a company Sales representative. All of the customers were serviced yesterday and will receive regular service moving forward.

Review: I am a mechanic by profession. In order to perform my job duties I am required to provide my own hand tools. After shopping around I decided to purchase the majority of my tools through Snap-on on the basis that they provide a lifetime warranty with a truck representative who stops at the shop on a weekly basis. Over the past year their representative has only stopped at the shop a handful of times, leaving me with broken tools. Which made it very difficult to perform my duties at work. On one of his stops he sold a fellow employee a soldering iron which wouldn't light. When he finally did return he took the brand new tool ( without replacing it) and hasn't been seen in over a month. After several phone calls to the corporate office, we have still not come to a resolution. ( Corporates answer to me was that they would contact the representative on my behalf and he would return my phone call, which never happened).Desired Settlement: option 1. New representative to stop at the shop weekly

option2. paid 110% value of all Snap-On tools so I can purchase new tools from a company who will honor their word to be at the shop and warranty broken items.

Business

Response:

I have reached out to Mr. [redacted] calling both phone numbers. I left a voice mail message with my contact information on the evening phone number. In addition I send an email requesting the name and address of the business. A request was also made to Mr. [redacted] to provide a list of tools he needs serviced.

Review: [redacted] agreed to trade in my Snap-On Solus for an agreed value of $2,000 (which I have a receipt for). I had printed off a list of items from the www.snapon.com website that I wanted, and I told him I wanted them at those prices. He was fine with that. When I received my receipt (did not receive any products, he had to order all of it) many of the prices were higher than what the website showed. I told him I wanted the prices matched. He responded by saying that he called Snap On and they stated the prices on the website were wrong. I called Snap On customer service where they informed me that all of the prices were in fact correct, and that the dealer had the option to honor or not honor the prices. I called [redacted] to tell him that customer service said the prices were correct and that it was up to honor the prices or not. He immediately got a bad attitude telling me he would no longer take my scanner on trade and to sell it on E-Bay (which I can't because I owe on it, which he knows), and stated that nothing he can do will make me happy. I was simply asking for a reasonable price match and honesty from [redacted]. Instead, [redacted] went back on everything he said he would do, from the prices agreed on the printed out sheet I handed him of tools to order, to the scanner he agreed to trade in for $2000, to lying about incorrect pricing. I have spent thousands and thousands of dollars with this company, and like the product. [redacted] has made it to where I will never purchase a Snap-On product again. Corrupt sales tactics and rude service are inexcusable when I pay over $450 a month to this company and have spent 10's of thousands of dollars with them. Multiple technicians in the shop say after seeing this that they do not trust [redacted] and will strongly reconsider purchasing from him. All of my future business will be with other tool companies that value their customers.Desired Settlement: [redacted] needs to honor the 2,000 trade in value he gave me on my scanner to be credited towards the amount I owe. I no longer wish to purchase the over $2,000 in tools that we had originally agreed upon during the trade after this horrible experience.

Business

Response:

Snap-on is currently attempting to reach the customer to resolve the complaint. I should have a resolution within a day or two.

Review: I purchased some tools from a snap on dealer at my college (hvcc) the tools where returned and I was told I would receive a refund check up to 4 weeks later. Its been 9 weeks and haven't heard anything from snap on sence. The dealer at the school has been no help with helping me get my $300 back. I've emailed him several times about it and he hasn't been replying at all.Desired Settlement: I just want to get my money back.

Business

Response:

Our salesperson has reached out to Mr. [redacted] communicating the status of the refund. Customer accepted the timeline and is appreciative of the response.

Consumer

Response:

On Fri, Apr 24, 2015 at 9:00 AM, [redacted] wrote:I have received the refund check from snap on thank you for your help