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:06/29/2023

  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.

  Hello,I purchased the power smart 22" 3-in- 1 self propelled lawn mower , model #psm2022 Received on June 13, 2023. Our first time using this product the side discharging chute fell off . The clips are broken. Also the pull cord holder is broken. I spent $376.28 and is under warranty and I sent several emails about these issues and I haven't heard any response back.

• Initial Complaint

  Date:06/28/2023

  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 purchased a mower through Amazon from PowerSmart on March 23, 2023 for $286. I used the mower 3 times and moderately struck a small tree root. The blade shaft housing completely broke. I contacted the company in May 2023 to get a replacement part because it was under warranty. I submitted the necessary pictures and was infor.ed that I would receive an email when the part was being mailed. I have not received any further communication from the company and have attempted to call both phone numbers in excess of 40 times (each number listed from website). Since my purchase, I have read multiple reviews from the website that was submitted after my purchase and have seen several people who have experienced the same issues. I would like a refund of my purchase due to the difficulty I have encountered attempting to contact the company.

• Initial Complaint

  Date:06/27/2023

  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 a lawn mower on June 18th for $252.41. Was delivered June 22nd. ****** said to put gas and oil in the mower before starting. Took out to mow and primed it then started it. It died after about 2 minutes. Tried restarting and it would start but died right after starting. Contacted company. The told me to do something to the carborator and loosen the gas cap. This is a brand new lawn mower. I should not have to do that nor should I have to have it repaired. I contacted the seller again as Amazon will not refund my money because this is 3rd party seller. I contacted power smart again 2 days ago now telling them I want a refund. I've heard nothing back.

• Initial Complaint

  Date:06/26/2023

  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 bought a PowerSmart lawn mower in February for $169.00 and only used it twice before it stopped working properly. For the past 2 months I have repeatedly reached out to the company, emailing them, and did receive some responses, the last one that they indicated they would provide a replacement or a refund. I requested a refund. It has been over a month since their last response and no one is answering follow-up emails from me. No one ever answers their customer service phone numbers; I have stayed on hold for nearly an hour on a number of occasions. As per the information on the box that the unit was packaged in, this company offers a 3-year guarantee on this lawn mower.

• Initial Complaint

  Date:06/19/2023

  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 purchased a Powersmart lawn mower in October of 2022. i live in ******* so i did not open it until May of 2023. During my first use of the lawn mower, it fell completely apart. It became unusable and completely unsafe to operate. Even with this tragic event, i was not worried because i purchased it because of the 3 year warranty. I purchased it through ******* so i gave them a call first. They were friendly but there were no options for me with them because i was outside the 6 month window. They still tried to execute a replacement and refund but were unsuccessful. They instructed me to contact the manufacturer because i am eligible for a replacement. This is where things have been a nightmare. Not only have i contacted powersmart via phone daily for 5 weeks straight without any response. ******** financial team has also tried and have been unsuccessful. We have tried emailing also. I recently decided to message their instagram account and i receive a response once every few days and it is not helpful. The company is operating very fraudulently. When you contact them via phone, you are on hold forever, then the line cuts off. I stopped calling once the person that responded on their instagram account told me that they dont even have a call center. THEN WHY ARE CUSTOMERS INSTRUCTED TO CALL IF NO ONE WILL PICK UP? No one answers emails either. Yet, we are just supposed to buy their products with no support. I am now stuck with an unusable machine with no support. Please assist me with communicating with this company so that my replacement can be sent to my address.

• Initial Complaint

  Date:06/12/2023

  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.

  I purchased the PowerSmart DB2194PR 21" 3-in-1 Gas Push Lawn Mower 170cc with Steel Deck on 6/22/21 through ******* it stated that I have a 3 year warranty, I reached out to ******* and was advised that I would need to reach out to Power smart to obtain a lawn mower since the warranty is through them I have been calling them since 5/22/23, I have left messages and sent emails to the information provided on the website and havent heard anything back. I've been on hold for hours just to have a message come on and ask that I leave a message or sometimes the line would just hang up this is not acceptable, I have sent an email to *********************** and two emails to ******************************** and no one has bothered to respond or reach out to me and I've sent a message on their website as well and nothing!

• Initial Complaint

  Date:06/08/2023

  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 bought the 209CC self propelled lawnmower in September 2022. It comes with a 3 year warranty. The front axel/plastic broke which causes the mower deck to drag the ground. I have emailed support @ *********************** twice and called customer service @************ twice and sat on hold for 20 mins each time when I was disconnected both times. I have messaged them on there ******** page which they have yet to read or respond. I see from many others that are having the same problem with this company. At this point they need to refund if their customer service is no better than this. I don't want to have to deal with the same thing later on if I have further issues.

• Initial Complaint

  Date:06/08/2023

  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 purchased a PowerSmart snowblower in October of 2022. It came with a 2-year warranty. In May of 2023 I noticed a gas leak from the machine, and upon further inspection, it appears that the gasket broke. I attempted to contact the company about the warranty, and when I tried to register the product on their website multiple times, it did not work. It wouldn't submit the information requested. I called their customer support number on 5 different occasions. Every time, I waited on hold for 10 minutes, and then was disconnected by them. I attempted to email their customer support 3 different times and did not receive a response.I then contacted the local service center listed on their website that does repairs for their warrantied products. This business informed me that they cannot work on these products any longer because they are unable to reach anyone from their company. I told them that I suspected the company is scamming people, and this individual agreed. I have attached the warranty information that I attempted to send to them in their website and via emails in order to register the product, as well as the receipt.

• Initial Complaint

  Date:06/07/2023

  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 August 28, 2020 I ordered the powersmart lawnmower and received it on September 4th. It ran great at the beginning but the side grass diverter would fall off every time. The motor began locking up soon after so I couldn't pull the string to start it. The wheels also broke off and now it's locked up to the point that I can't use the mower and it's still under warranty. Each time I called one of the numbers listed it would go through a series of actions as though you were going to speak with someone and then you were put on hold for ***** minutes and then it would hang up without any interaction. The email was just as bad. I have sent several emails and have gotten no response. I would like them to honor the warranty in full.

• Initial Complaint

  Date:06/07/2023

  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.

  Powersmart self propelled lawn mower bought from ******** delivered in Oct 21 supposing to have 3 yrs warranty per user manual. self propelled feature failed after one season (22) on 5/31/23, mechanics friend suggested its with transmission, not loose belt issue. Call Power Smart on phone several times, no one answer. Filed on help online at ******************************** & first/only response came fast with phone/address of service store near me, called that number & was told that business changed ownership & no longer service *********. further email to PowerSmart were ignored. Also, contact PowerSmart on ********* they gave me lip service that they would contact me but nothing further.need assistance to enforce them honor warranty per user manual of 3 years when consumer pays for shipping ship of item to their facility (or drive to their local facility)