Complaints

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:09/21/2023

  Type:Service or Repair 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.

  to whom it may concern. In the spring of 2022, I purchased a 212cc power smart snow thrower from ********** for the amount of $490,00 dollars and around October of 2022 after I put snow thrower together, the thrower began licking gas I then returned it to ********** and exchanged it, I then used the thrower around December of 2022 for approximatly five times and then the starter got cracked I then called Power smart to order a new starter and after I installed the starter and attempted to tho start the thrower, the thrower won't even get a crank at that time I called Power Smart but could not get to speak to anybody from Power Smart instead I got directed to communicate with Power Smart by texting and after explaining to them of stater to turning Power Smart advised me to removed the starter and to reinstall it and they said that it was going yo be the solution to the problem so I just did that but still got no crank from the starter after I contacted Power Smart again by text because that was the only option I was getting from Power Smart, Power Smart said to me that Power Smart was going to send me a return slip for me send them back the starter to them and in July 3th I mailed the starter back to Power Smart and then In July8th I by text I contacted Power Smart and asked if they received the starter and the only response that I got from them (was Yes) but they did not tell me wha was going to happen next, so I asked them if I was going to get a new starter or my money from the starter back and I paid approximately $110.00 for starter and I have bot receiving neither the money or a new starter back I texted Power smart a few more times after July and getting no more information from power smart, at this time I feel that I should be getting a full refund from the snow thrower (****** and $110.00 for the starter) since I believed that Power Smart is not a company to trust due to the lack of effective and positive communication from them , thanks you

• Initial Complaint

  Date:09/20/2023

  Type:Order 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 was gifted a PowerSmart 26 inch **************************** Snow Blower as a housewarming gift. The snow blower was purchased from ******** in October 2022 for $749.99. I used the snow blower approximately 3-4 times during the 2023 winter. I handled the machine with care and operated the snow blower in accordance with the owner's manual, following all instructions to ensure safe operation and preserve the longevity of the product. I stored the snow blower properly after the winter season. However, after sitting in storage, the snow blower leaked oil all over my garage. It is completely unacceptable and there is no reason that a snow blower that was purchased brand new should encounter any type of problems after being used properly for only 3-4 times. The snow blower is well within the two-year warranty period. I have contacted PowerSmart regarding the warranty, and they pointed me in the direction of a couple service providers "in my area". However, after calling these service providers, none of them say that they can perform repair services or handle the warranty for PowerSmart products. I have been trying to get into contact with PowerSmart, but they have been extremely unresponsive. Calls go unanswered, wait times are long, and no responses are provided to voice mails. Emails are generally not answered, and if they are, there is no clear explanation or direction on next steps and what they can do. PowerSmart is a company with extremely poor products, operations, and customer service. I do not know what is worse, their products or their actions as a Company. Both are nothing short of terrible.

• Initial Complaint

  Date:09/19/2023

  Type:Delivery 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 PURCHASE A GAS PUSH LAWN ***** MAY 17, 2023. THE ***** DOSEN'T WORK ANYMORE.I TRIED GETTING IN TOUCH WITH THE BUSSINESS CUSTOMER SERVICE FOR WARRENTY REPAIRS... NO SUCCESS. I TRIED THE NUMBER IN THE MANUAL ************. THIS NUMBER OUT OF SERVICE.TRIED # ************, PLACED ON HOLD FOR 20 MINUTES, LEFT MESSAGE. NO ONE CALLED.TRIED # ************ THIS NUMBER OUT OF SERVICE.

• Initial Complaint

  Date:09/18/2023

  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 purchased a power smart lawn mower in April 2023 with a three year warranty. In August 2023 the lawn mower only started when it wanted to start. When it did start it smoked. I contacted Power smart via support@powersmartusa September 1, 2023. I was told to send a video of us attempting to start the lawn mover along with copy of the receipt and lawn mower number. I sent that information.I then received an email telling us to check spark plugs and 4 other things. They were done. I then received a fuel cap in the mail. We changed the fuel cap.The lawn mower still does not start. I have attempted to send emails via the "support" and they come back to me.

• Initial Complaint

  Date:09/14/2023

  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.

  On May 30, 2023, I ordered a PowerSmart 3-in-1 Self Propelled 22'' 200cc Gas Self-propelled Lawn Mower Model #PSM2022 & paid $369.99. We put it together when it arrived and within 5 minutes of use the side discharge chute broke off. The "knobs" that were supposed to hold the side discharge chute in place were made of a very flimsy plastic and completely broke off, which meant that the side discharge chute was unusable. My neighbor said he had researched this model and read reviews that said this was a common fault. I called the company 6+ times over 2 days and was disconnected each time. I've sent 11 emails since then saying I want to return the lawnmower because of this faulty construction that would continue to happen. Asked for a return label or place I could take it for reimbursement. They responded 3 times asking for the part #. I repeated that I wanted to return the lawnmower, not replace the part. The "knobs" are part of a mechanism on the machine that owners manual says "do not attempt to remove the permanently mounted spring loaded side discharge cover at any time," so unless they developed a mechanism with more sturdy parts and installed it, the problem would not work.Because their only response to my request for a label to return the lawnmower was to ask me for the part #, on June 14, I gave them the part number for the side discharge chute, hoping they would read my email and send a return label instead. They didnt. I received the part I already have (side discharge chute), which cannot be connected to the lawnmower because of the broken plastic knobs.Last contact was an email I sent on 8/18/23 saying if I didnt hear from them within 2 business days that I would report them to the Better Business Bureau. I just want to return them lawnmower and get back what I paid for it.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair 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.

  On Sept 17 2022i purchase a mower from ******** As it was the end of the mowing season I left the mower in the box. I opened it at the beginning of the season to mow my lawn finding the box unnamed but the mower was damaged. The front wheel is bent the axle is bent and the wheel is broken. I've tried everything to resolve this issue with zero replies. I would like to at the least get replacement parts so I can use a mower I paid over $200 for it off pocket. I've tried contacting the company, ******* refuses to do anything as it's past 90 days. I'm very unhappy and have not received a response. This is my second filing as I've gotten nothing since my first filing.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair 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 placed a order for parts to fix a lawn mower made by them on July 25th 2023 totaling $81.45. It is now September 11th 2023 and I have not received any parts. I have contacted them multiple times and on August 21st I was told "Hi ****,Thank you for shopping with us and we apologize for the delayed delivery.It seems like your package still needs some days to be shipped out from our warehouse because of the huge customers' demands. Sorry for any inconvenience it had caused you and appreciate for your understanding and patience. I'm going to check the status of your package and I'll let you know if there's any progress.Thank you." I never heard anything from them. September 9th 2023 I sent a email requesting my money back. Today September 11th 2023 I finally got a reply stating my money has been refunded, but it HAS NOT. Order number is *****, If you go on website it still says confirmed and my card does not say it has been refunded either. This company should NOT be in business. The first time i tried to contact them they didn't even have a phone number to call, it was only email and the email address was not even correct.

• Initial Complaint

  Date:09/09/2023

  Type:Product 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 purchased a PowerSmart mower in April 2023. When I used it, the wheels broke off and the mower couldn't move any longer. I contacted PowerSmart in July 2023 in order to get new wheels for the mower. I was informed that the mower I purchased was discontinued and I was unable to get any parts for it. Upon this discovery, PowerSmart representative identified that I would get a full refund for my mower. I have attached the email correspondence with them.

  Customer Answer

  Date: 10/05/2023

   
  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. Everything been resolved  bye power smart  there refund my money  back thank u for all ur help *************** care  are ***** have a blessed day 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair 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.

  Purchased this mower through Menards. it started giving me problems on day one. When i went back to the store they stated i had to deal with the manufacture. They do not take power equipment back once gas has been added to the product. I have been trying to register the mower since day one and it keeps spinning and never allows me to register. I called the company and started speaking with someone in another country who disconnected call. I have been never been able to get ahold of anyone after that due to long hold. i emailed the company though the website . no response. I checked for authorized service center in my area. It listed a location near my zip code. the owner said they have never heard of this company. i tried calling today no way of contacting anyone. no option to speak with anyone only if i knew ext. or name of person. I tried calling Menards again today. They said there wasnt anything they could do. I would have to deal with Powersmart. I have been without a mower since April of this year. I have had enough of this. I dont have time to continue being a ********************* trying to figure out how to get answers. Thank you

• Initial Complaint

  Date:08/31/2023

  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 purchased this mower from a 3rd party company (Amazon) on 4/22/23. The mower worked fine for the first few months. Then in the early part of August 2023 I noticed the mower smoking. The next time I cut grass I noticed that one of the wheels was broken. I tried contacting the company with their phone number but was never able to get through....the line would always disconnect after a few minutes of being in queue. I finally attempted to contact the company through Amazon's messaging system on 8/11/23 with a response the next day from the company. We went back & forth a few times, they asked me to take the mower to one of their service centers, but the closest is *********************************** to take the mower to a local shop and they would reimburse me. I didn't really trust that solution, so I asked that they send me a wheel and I would just deal with the smoking at a later time. on 8/22 they told me their wheels were out of stock. I took a screenshot showing they were in stock on their website. on 8/24 they told me the wheel had shipped. I received the wheel on 8/30 and went to install it on 8/31 and it's not the correct wheel, but close in size....so I installed it. Now the mower won't start. I would like the company to refund my money and send a box with label so I can ship the mower back to them.