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:09/05/2024

  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 Power Smart Lawn Mower with a warranty from ******** May 12, 2022. This warranty is good until May 12, 2025. Now, last week my rear cover on the lawn mower broke Model *********B. They told me to contact ******** which I did, they want proof of purchase, a picture etc before they will send it to me, again it is under warranty and it will take approximately 4 weeks or more, I will need goats to eat the lawn before then. The girl at Amerisun said she could replace the lawnmower and I said great, until she realized I am from ******, then she said no. It shouldn't matter where I live, I have a warranty. Between the lawnmower and the warranty it came to *********, I am very upset, she misled me, the company has misled me, this is ridiculous.

• Initial Complaint

  Date:08/27/2024

  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.

  bought a Powersmart snowblower DB2805 on the Powersmart website. Paid by Discover $699.99 the snowblower arrived and I used it 15 MIN. I was promised service LAST YEAR. They would call be back within ***** hrs. NOTHING. I have been calling Powersmart for MONTHS. they can't find any records of my purchase or calls. I have Discover transaction. I called today (8/27/2024) all day!! got someone and explained all again. Powersmart will call me back in ***** hours. REALLY?

• Initial Complaint

  Date:08/16/2024

  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 lawnmower on June 1st, arrived on June 7th. First mow it was giving off white smoke but just supposed maybe some excess oil from delivery. Second mow the self propel disengaged. I can live without that even though I paid extra for that. Pieces fell off (some black flapper piece hanging off back by rear wheels). Third mow the mower actually blew up. A hole the size of a plum and there is a picture included. There is oil in this mower, when it blew up there was oil everywhere. Because everyone keeps saying I didn't have oil in it. I've been mowing my whole life. Last mower lasted 15 yrs. I know how to take care of a mower. I called ******* to return as (in pic included) said I can return to store. ******* said, NO, needs to go through company since I purchased through a third party. I was emailing **** and was transferred to ***** two weeks ago after dealing with **** for over a month and had to start all over with same pictures and explanations. I feel ******* should have taken it back as it started I could and now they will not saying the return window has expired. I keep explaining I tried to return it to the store and was unable to. I feel Powersmart dragging this out so they don't have to take this mower back or repair it and waiting for the 90 days to expire to apply for the warranty. I've sent every bar code on the mower. I have emails I can send if you'd like.

• Initial Complaint

  Date:08/09/2024

  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.

  Roughly about a year ago I purchased a Power Smart 21" 3 in 1 gas push lawn mower but it stopped working around early June and I have made several attempts up to 8/8/2024 to call the company with no luck. I sit on hold for 30 plus minutes then soon as I'm caller number one it directs me to leave a message then disconnects the call. I have left at least 5 message with no call back. ******* informed me that I cannot return it to them as that is who I bought it through. And at this point I have no more patients for tis company and would like a full return so I can purchase a working lawnmower through a more reliable company. I even use the parts option and to no avail still no answer or call back so can you all get a answer from them and help me get my money back please

  Business Response

  Date: 08/11/2024

  Please contact our store's customer service on the platform where you made the purchase. Due to a shortage of staff, we are unable to answer all calls. We apologize for the inconvenience.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22120767
  
  I am rejecting this response because: I have already tried to return it in store to ******* they said because the item was bought online I had to call *******.com which i did after tons of attempts to contact them, and ******* said I had 90 days to return it through now for refunds exchanges etc. have to go through the manufacturer. They informed me that its been almost a year and everything for returns or repairs have to go through the manufacturer because its under warranty through them. And since there under staffed they can jus send me my money back and I'll go where I can do a return effectively for damaged products. 
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:08/09/2024

  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 July 21 2021 I purchased a generator from Amazon order number ******************* The item was used maybe two or three times on September 30 of 2022. This item broke it was replaced with a new generator under warranty in October 2022 so the new generator should have a three year warranty which would Till October 2024 the company said it didnt come with the warranty because it was a replacement the replacement generator now has broken and should still be under warranty for the three years I contacted them in March 25, ********************************* replacement parts for both items I was told the replacement parts are on back order so I have not received any. However they informed me at that time that one of the parts are available . They supposedly placed an order for that part i still did not receive receive the part it is now August 2024 the replacement generator should still be under manufacture warranty till October of this year the company said it didnt come with a warranty I dont understand how a new generator doesnt come with a warranty both generators broke in the same way and wont stay running and the pull start is needed wheel and also needs a carburetor and both of them trip the breaker and and stop running, I am requesting replacement generator They have no parts to fix them I was told by the company to look on **** which I did and they have none.Also when you try and call them you Wait on hold then a recording comes on I left a message with no call back I have never spoken to anyone at the company every time I call this happens since 2021. No one has spoken to me. The only way to communicate with this company is through email which I do not feel is a good way to do business is all you can help me. Id very much appreciate it. Thank you so much.

• Initial Complaint

  Date:08/08/2024

  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 lawnmower from this company through Amazon.com on 6/6/24. The first time the mower was used, we hit an unseen paver in the grass that broke the belt cover. All I want is a replacement belt cover. Im willing to pay for it, as it wasnt the companys fault. But I can get no answers as to the availability of the part, a compatible substitute, or where I might find it outside of their website (powersmartusa.com). For a month, Ive only been getting a runaround. I was on hold with their parts department on 8/6, after getting no answers via email, for 36 minutes. Then when I get the message that Im the next customer, it went to a message that no one was available to take my call and please leave a message. I just want a replacement part for the brand new mower that Ive used only once, for less than half my lawn, a month ago!

• Initial Complaint

  Date:08/05/2024

  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 2nd 2024 I contacted them about a Multi wedge belt. No stores supply this belt so they said to please wait until the end June for the belt to make it to the warehouse. I waited I contacted them again they stated that now it won't be there until middle of July end of July but as soon as the belt makes it there they would contact me and ship it out ASAP. Middle of July comes I email them I send over all the information they asked for. Emailed them again since it's been over a week with no response just to find out it's out of stock again and that I have to wait. I have a mower that has barely been used and now can't even be used because the belt is only made by there company. I really would like them to rectify this situation as I've been patient and waited like I was asked but now noones reaching back out and nothings been sent to me.

• Initial Complaint

  Date:08/01/2024

  Type:Sales and Advertising 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.

  Purchase a 4400w frame inverter generator on Feb ****** on Aug ******* we noticed that the frame had broken away from the gas tank tried to reach out to the company no response then on Aug ******* we noticed that the gas tank on said generator had a hole in the tank and was leaking gas. Again tried reaching the company by phone, email, and website. I've left seval emails, voicemails, and web inquiries and haven't received a response back. It's been 3 days. I've waited on hold for hours only to get hung up on. This matter need to be resolved asap as this is how we power our home

• Initial Complaint

  Date:07/29/2024

  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 was promised a full refund and never received payment. I've emailed *************************** multiple times trying to find out the status and always get a generic response. Tried calling the business and get a voicemail. I've left multiple voicemail and never get a call back. Please help me .

  Customer Answer

  Date: 07/30/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/28/2024

  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 brought a Powersmart snowblower off Amazon in Sept 2023. Waiting for the first decent snowfall, which we didn't get till Feb 2024. My husband started it and but can not push it at all. My son in law tried and he said it is way to hard to push. I have tried to send it back via Amazon, but they told me I couldn't return it after 90 days. I tried to explain. We had to wait for a snowfall, but they didn't care told us to contact Powersmart. I have called multiple times left my name and number and didn't get no response. I also emailed them and ask for a prepaid shipping label to return it and they are not. All I want is a prepaid shipping label to get my money back. My husband and I are in our 60s and we can not push it. It's ridiculous how hard it is. I paid over $500 for it and I am on a limited income so ever ***** counts. I hope you can help.