Important information
- Customer Complaint:On 03/13/2025, the business contacted BBB and provided the following statement for its customers:
"If you are contacting us in regard to the RYOBI mower recall, please understand that they are working to get your claim resolved. RYOBI is working to get your order processed as soon as possible. If you have been in contact with RYOBI and received an order acknowledgement, no further action is required. However, please allow an additional 2-4 weeks for your replacement to be delivered."
Complaints
Customer Complaints Summary
- 407 total complaints in the last 3 years.
- 179 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/05/2024
Type: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.
I have been dealing with **** customer service for months, and the service center is going for a half a year now and I still do not have my tool and thier customer service is the worst and service center is no help. Their warranty feels like a complete scam.
Business Response
Date: 11/14/2024
Hi. Thank you for speaking with us. We have shipped a replacement directly to you.Customer Answer
Date: 11/14/2024
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.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
******* ******Initial Complaint
Date:11/05/2024
Type: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 battery is no longer functioning properly or holding a charge. I’m told by their customer representative I have to provide my own box to ship this battery back and that it will take 14 days to complete the process. A similar issue took 3 days and didn’t cost me a dime. I shouldn’t have to pay another dime to get something in warranty resolved.Business Response
Date: 11/14/2024
Hi. Thank you for speaking with us. As mentioned we are shipping the replacement battery directly to you.Initial Complaint
Date:10/23/2024
Type: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.
***** has caused too much stress with their poor service by not returning my lawnmower which was sent for repair. In 5 months many phone calls with their false statements of sorting the issue they haven’t done. Totally unacceptable and untrustworthy company.Business Response
Date: 10/23/2024
The customer was contacted, and a new order was placed for him. We will send the customer the tracking number once it's available. Customer was good with this.Initial Complaint
Date:10/21/2024
Type: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.
I purchased a garage door opener from ***** that was later discontinued due to patent infringement. I wasn't able to get replacement parts under warranty. which cause me not to have a working garage for a month. I went through the process to get a refund for the garage door opener and accessories that I purchased for my GDO. My claim number is **********. I was told I should get a refund in 6-8 weeks. That was told to me in email on 7/30. I have emailed multiple times for a status update as I have not received an answer to my questions about status. I have asked for a supervisor to call me prior to filing this complaint with no call. I have paid $***.** for the Garage door opener, installation, and accessories. I demand to be reimbursed for out of pocket expenses since this was the fault of your company.Business Response
Date: 11/05/2024
Hi. thank you for speaking with us. As mentioned we did find the delay in this check going out and we have made this a priority to get it out to you.Initial Complaint
Date:10/21/2024
Type: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.
Hi- Been trying since late July to obtain a replacement 40v charger from **** *****. The charger purchased with my mower went dead after about three uses. The mower was only a month old and I probably should have returned to ******* but I thought **** would honor the Warranty for a replacement but that was 3 months ago. I check with **** support every two weeks but I am continually told the item is back logged. I feel I have been patient and **** support has been dishonest in honoring the warranty for a replacement charger. Unfortunately, the mower is useless unless the battery can be charged. I have attached supporting documentation of my communications. I also called several times as well to no avail. Any assistance in resolving the warranty for the replacement charger would be helpful or at least the public should be aware the warranty is not as accessible as **** makes it appear.Business Response
Date: 10/31/2024
Hi. Thank you for speaking with us. As mentioned we are shipping a replacement charger and courtesy battery.Initial Complaint
Date:10/18/2024
Type: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.
Purchased a new ******** self propelled lawnmower in March - it was delivered on March 21, 2024 - and after 3 uses the self propel quit working. Contacted ******** about warranty repairs and was told to take it to ******** Small Engine Repair, *** ***** ****** ******* Richmond KY 40475, ************ Delivered the mower at ******** Small Engine Repair on May 4, 2024. Was told repair would take a couple of weeks. Have contacted ******** countless times since then checking on status of repair. For several weeks I was told a belt was on back order. Later I was told ******** no longer manufactures the part needed for repair. I was told that ******** would file with ******** for a refund or replacement mower for me. Waited weeks and didn’t hear anything, called ******** again and said they would recheck and call me. They haven’t called me at all during all this time. I’ve had to call them repeatedly. The last time I called I was told they still did not have a resolution from ********* I’ve also been calling and emailing ******** directly and still have not received a resolution. A woman in the warranty repairs department at ******** and a ******** representative both told me that if a repair wasn’t completed after 3 months at the authorized repair shop a refund/replacement would be issued. I’ve attached the email from ******** in June telling me this as well. It’s been 5 1/2 months. I feel the company is just waiting out the warranty period, even though I paid $34.00 for a three year extended warranty. I want a resolution to this, I’m tired of contacting both companies. I want my money refunded. I paid a total of $349.88 for a lawnmower I used exactly 3 times. I do not want another ******** mower because I feel their products are substandard and quickly break and I’ll be stuck in this same cycle again. I waited all spring, summer and fall for a new mower to be repaired. In the meantime I had to go purchase another mower.Business Response
Date: 10/29/2024
Hi. We would love to speak with you to resolve. We have left voice mail and email. Please respond back to either. We are looking forward to helping with this.Initial Complaint
Date:10/18/2024
Type: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.
Used the ***** Warranty program, had to send a trimmer from ** to ** for the work. After completion of the review was informed by the shop I owed 82.45 for no issues found. Then informed by ***** I have to cover the shipping. I was not informed from the time of submitting the warranty claim that I would have to pay out of pocket.Business Response
Date: 10/29/2024
Hi. Thank you for speaking with us. As mentioned we will be processing a refund to send to you.Initial Complaint
Date:10/18/2024
Type: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 ***** cordless driver *********) with s0-called warranty. 0*** ** ** *** ** *** ***** ******* ****** * *************** Manf Date: 2023-08-13, 3-Year Warranty, Warranty to expire: 2026-08-13 The unit failed. I filed a "Claim" on ******* site several weeks ago. The claim filed successfully. ***** replied they would send an email with a shipping label to send the defective product out for repair or replacement. Meanwhile, ***** states shipping said items are time sensitive or face loosing the claim and having to begin anew. I sent an email complaining about the failure to follow-through of providing said shipping label. A ***** representative replied several days later instructing me to refile the claim. The problem was not a failed claim, my claim was successfully submitted, the problem was ***** failed or refused to provide the shipping label despite stating it would. I replied stating as much and refused to squander my time re-filing a claim that was successfully submitted. And demanded ***** provide the aforementioned shipping label as promised. Kinsley W***** ***** Digital Support then replied -not with the required shipping label- but with an email directing me to chose a nearby authorized service technician to send the defective tool to, and stated ***** would then provide a shipping label via email. Following all directions, I did so. Again no shipping label, but another email from Kinsley asking if the authorized tech, agreed to receive the item? ***** sent me a list of their techs. Nothing directed me to contact said them, Only chose one. Teh one I chose "CLEARLY" stated no appointment/call needed. So, this was but a ruse again stalling for time and causing me to jump through unnecessary hoops. Another email from Kinsley claiming that ***** will forward the shipping label via email, and again NO Shipping label as promised. Three times makes ***** a liar. This tantamount to NO Warran. Wasting my valuable time is not acceptable.Business Response
Date: 10/21/2024
Hi. Thank you for speaking with us. As mentioned we are sending a replacement directly to you.Customer Answer
Date: 10/22/2024
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.
[To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
Regards,
***** **********Customer Answer
Date: 10/23/2024
I already gave ***** three opportunities to follow through on what they said they would do in order for a repaired or replacement. ***** not only failed or refused to act in good faith, but substantially aggravated the issue. I told them on the second opportunity that if they continued to not follow through that I would escalate the matter to a BBB complaint And severe all ties with *****. ***** continued it's same course and even aggravated the matter a third time. Thus, ***** consciously destroyed our relationship and forefitted the standard options. A replacement is no longer wanted or needed. I clearly stated I am done and only a refund will suffice. Moreover, A customer representative sent an email yesterday stating ***** would provide a full refund "if I had a receipt " Unbelievable, I already uploaded the receipt twice: once when I registered the defective tool on *****'s site and a second time here with the complaint. Just another example of *****'s culture of not taking responsibility for their actions, being sloppy, and being lazy. ***** continues to waste my time by having me do their job and jump through hoops doing that which I have already done multiple times. If I don't have confirmation of a full refund by 10/25/24, I am file a suit in small claims court for a refund and court costs.Business Response
Date: 10/30/2024
Hi. thank you for working with us. We are processing a refund to be sent directly to you.Customer Answer
Date: 10/30/2024
[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:10/17/2024
Type: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.
To whom it may concern,this is an email that I sent regarding my warranty refund that is going on 97 days since it was approved July 10th of 2024: Derek M***** Customer Engagement Lead TTI Consumer Power Tools, Inc. Email: ***************************. Hi Derek M*******. *************************** ... This is ***** *************On 9/11/2024 you told me on the phone that I would get my check within 5 to 7 days after speaking with you...It's now been 27 days past that day you told me that I was to receive my check...I need to be put in the direction of someone that can help...It's now been 95 days since I was told by Kristina W**** **************************** on July 10th, that my check was approved and that I would receive it in 2 to 3 weeks because they were a little backed up...At this point, my check of $148.73 should be overnighted, next day...I will never again purchase tools from your company and will tell anyone, that warranties are not backed... thanks *****Business Response
Date: 10/29/2024
Hi. Thank you for speaking with us. Your check went out on 10/23. you should see it any day now.Initial Complaint
Date:10/15/2024
Type: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.
I own a 40v brushless, self propelled ***** mower. This was marketed as a reliable, premium product, and I paid a premium price. Recently, the mower has stopped working. I searched online, and this is an extremely common problem. However, ***** refuses to file a product recall. Nor do they allow in-store replacements. To get your replacement you are stuck dealing with TRYING to navigate a warranty claim using ******* website that is using classic predatory practices to avoid fulfilling their warranty obligations.Business Response
Date: 10/16/2024
Hi. Thank you for speaking with us. As mentioned you can utilize the service center we spoke of.
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