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:10/09/2024

  Type:Customer Service Issues
  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 attempted to call the number that the company provides numerous times on 7 October 2024 and been on hold waiting to speak to someone for hours even requested a call back after being hung up on by a employee who said she was going to file my information to get it straight and she hung up with out ever getting any information from me. I called back on 8 October2024 and requested a call back and did so several times never receiving a call back.

  

  Business Response

  Date: 10/11/2024

  Hi. We would love to help resolve. However when we attempted to call someone informed us that you do not want help from us. Please call back into us if we can assist. 

• Initial Complaint

  Date:10/08/2024

  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 purchased a 2300 watt inverter generator for $700.00. I used it for less than a year and it will not start. I contacted service in the beginning of August. They sent me a shipping label to send it to ******** Power Equipment for warranty repair. I contacted ******** Power Equipment in the beginning of September to check on the status of my generator and was told they would open the box in a couple of weeks. I emailed the person who sent me the shipping label and never got a reply. Now it is the beginning of October and I still have not heard anything about my generator. I called the service # for ***** sat on hold for 45 minutes before someone answered. I explained my problem and was put on hold again. Stayed on hold for 30 minutes and gave up. I then tried the text line only to get a VA which was useless. I just want this issue resolved. Either fix my generator, send me a replacement or refund my money. I don’t think these request are unreasonable. Thank you.

  

  Business Response

  Date: 10/15/2024

  Hi. Thank you for speaking with us. As mention we are shipping a replacement directly to you. 

  Customer Answer

  Date: 10/16/2024

  [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:10/07/2024

  Type:Delivery Issues
  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.

  8/6/24 communicated by phone with a Judy R**** at ***** after a 44 minute hold. I sent a copy of my 40V mower receipt and she ordered a battery to arrive in 10-14 days. 8/20/24 I emailed Judy R**** who indicated the receipt wasnt received. I resent it and was told the battery was ordered (* ******** and would be 10-14 days. 9/23/24 I checked and the battery was "in-transit". 10/7/24 the automated chat feature shows. "The order has not shipped yet and is in processing." 10/7/24 after a 45 minute hold I spoke to a rep who said a new order (********* was made on 9/25/24 and I should have the battery in 10-14 days. When I said 14 days had passed he said it should arrive in 7 days. If they cant or wont replace my battery under the warranty then I would like a refund so I can buy a mower and mow my yard.

  

  Business Response

  Date: 10/11/2024

  Hi. thank you for speaking with us. As mentioned your order is on the way to you.

• Initial Complaint

  Date:10/07/2024

  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 recently bought a ***** battery tiller. The manual specifies how to assemble the tines, "the left outer tine assembly is marked “A”. The left inner tine assembly is marked “B”. The right inner tine is marked “C” and the right outer tine is marked “D”. For correct operation of the unit, the tines must be installed in the correct position." My tines were not marked (A,B,C,D). I called the 800 number, but she could not tell me how to install the tines. I said she should send me a new set of tines with the proper markings, or I could return the product for refund to **** ****** She put me on hold to check to see if they had them, but either she hung up or there was a glitch. She didn't call me back. So I filed a one-star review because of their poor customer service. contacted me via email. I explained my problem and they said, "Seth will email you from this address and discuss your experience further." Seth never contacted me. I would like to do my fall tilling, but if I use the tiller and experience problems I'm afraid ***** will claim I installed the tines incorrectly and void the warranty. ***** should send me new tines with the correct markings OR I can return the item to **** *****. I have 90 days to return the item, so time is of the essence.

  

  Business Response

  Date: 10/15/2024

  Hi thank you for speaking with us. Sounds as if this has all been worked out. 

  Customer Answer

  Date: 10/15/2024

  [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,
  
  They sent me information about how to install tines correctly. 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:10/04/2024

  Type:Service or Repair 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.

  Purchased ***** electric mower just over a year ago. The motor has burned out and it is still under warranty (original 5 year warranty). Support promised to send a ***** label so the mower could be sent for service. They said the label would arrive within three hours. It's been 5 days and I've called again and get a different answer every time: first they claimed the ***** would not allow them to generate a shipping label (this is clearly false) and then their office that generates the labels is backed-up. No further information or time lines. They are, in effect, refusing to honor their warranty.

  Customer Answer

  Date: 10/07/2024

  They have sent me the shipping label. I am not sure if they responded to you about it, but I wanted to let you know.

  
  

  Thank you.

  
  

  Best,

  ****

• Initial Complaint

  Date:10/03/2024

  Type:Delivery Issues
  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 had originally called to have the lower blade guard assembly replaced, I had received the parts for the incorrect model number twice even after confirming the model number I have. I was then told it’s out of stock and a safety report would need to be submitted for the part replacement. I was given a timeframe of 7-14 bus days. I have not received a phone call or email with any updates. I spoke with customer service management and Mariann was not helpful and had an attitude. She didn’t seem like she wanted to assist. I have not been provided with a resolution. I am missing out on work due to my Miter Saw being out of service. I have been told I would get a call back from a supervisor with an update and I have yet to receive an update. Nobody can seem to get an update from the safety department. Im not being provided a timeframe for a resolution. At this point if the part isn’t available I would like to get the miter saw replaced entirely. I want to file a complaint against Mariann the supervisor I spoke with, Heidi, and karinne m*****, they have not assisted me or felt the need to assist me. The 2nd safety report number I was provided is ********

  

  Business Response

  Date: 10/10/2024

  Hi. thank you for speaking with us. As mentioned you will be receiving a replacement.

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  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.

  On June 3, 2024 my ***** 40v 21" SP Dual Blade SP Mower HP stopped working. I made several calls over a course of days following and finally on June 26, 2024 I spoke with a Judy R**** who informed me that I needed to ship my mower to a dealer to be fixed since I didn't have one in the area. This mower was bought on June 14, 2022 and is under a 5 year warranty but they wouldn't replace it and said it had to go to a dealer to be assessed. Let me also note that this mower cost $599.00. I went and got a huge box at ***** and shipped the mower, batteries and charger to ******** *********** in Kingston, New Hampshire as instructed by phone and email. On July 2nd I shipped it all. I have made several calls to ******** *********** of which no one usually answers. The one time someone answered they were going to hang up on me and they told me they were "very busy". They never asked me who I was, or how to contact me. This dealer that ***** had me ship my mower to is 2 1/2 hours away from me. I have also made several calls to ***** where I can't get through or someone calls me back when I'm not home and never make a connection. I have tried through online messaging from their *****tools.com website under my account, but I have no luck receiving a reply. It is nearly impossible to get someone at ***** to help me, let alone talk to me. ***** instructed me to ship off my mower for repair but has not assisted in me making sure I get my mower back or helping to contact the dealer they told me to send it to. Not being able to mow my lawn has brought on some difficulty this summer as well as frustrations. I am beyond upset and disappointed in ***** for not standing behind their products and for the lack of communication. This has caused much inconvenience, hardship and financial complications. I am including pictures of the mower, batteries and battery pack that was place in the box and shipped, receipt, communication emails and the letter I sent with my mower.

  

  Business Response

  Date: 10/11/2024

  Hi. thank you for speaking with us. As mention we are shipping a replacement directly to you. 

  

  Business Response

  Date: 10/30/2024

  Hi. Thank you for speaking with us. We have your new mower on the way to you. 

  Customer Answer

  Date: 11/06/2024

  I received the new replacement mower on Thursday, October 31st. While I initially asked for a refund, I am accepting the replacement mower at this time.  My hope is that the mower works, as we are going into winter here, as I was without a mower for 4 months, and the winter isn't exactly conducive to "mowing the lawn".  

  
  

  I'm not sure what will become of the mower I actually bought a few years ago and shipped off for repair.  It seems that *****/Techtronic Industries Power Equipment has some work to do with their warranties and ability for their products to be repaired in a timely fashion, as well as working on their customer service responses so that the consumer doesn't have to file a BBB complaint to get a response.

  
  

  Thank you for all your help Cindy!

  
  

  Best,

  ***** *****

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  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.

  Ordered a ***** brushless hammer drill through ****** and they told me to reach out to customer service for *****. A. Your website does not work. In order to send a support email it requires you to sign in to an account. Once I’ve attempted to sign in. It takes me in a loop back to the “please sign in” screen. If I have to sign in the register all of my warranties - how am I supposed to do so if your website does not actually work. B. I only received 2/3 of the pieces needed to attach the auxiliary handle on the hammer drill. I just need that missing part or a replacement handle. Very simple if I could actually get into contact with anyone.

  

  Business Response

  Date: 10/11/2024

  Hi. We would love to speak with you. We have left voice mails with a direct line to call back into. Please give us a call back.

• Initial Complaint

  Date:10/02/2024

  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.

  A month or so ago I stopped at my ***** 40V 3-Port Sequential Fast Charger to pull my ***** branded batters off of it to get ready to mow my lawn. And two of my battery came off the charger just fine, however the third was stuck. What I noticed was that the ***** battery had melted to the ***** charger (see attached photos.) Which sucks for me, but explains why I have had three (3) 40V 6ah ***** batteries burn out on me this summer. It has been a very frustrating summer trying to get the lawn mowed not having the full stock of batteries (due to them not working for a better part of the summer) and will probably be a frustrating leaf pickup season since I have ***** 6ah batteries left that work. ***** has replaced the 40V 3-Port Rapid Charger under warranty since that time, however I still have three (3) ***** 40V 6ah batteries that don’t work, all of which are under warranty. I have had varying levels of success with the warranty process. All three (3) of the batteries are in the claims process currently (or at least I believe they are.) On 9/2/2024 I replied to a ***** email on the three (3) batteries that do not work providing ***** the information that they requested. To date I have not heard back from them on the status of these claims. Since that time (actually it was this weekend at 2am on Saturday evening) two of the batteries experienced smoking/melting issues. This was noticed at 2am when my wife woke me up and said that she smelled smoke in the house and we went to our office (where the batteries were sitting (not on a charger or anything, just sitting there on a desk) waiting for the warranty process to work itself out) and the office was filled with smoke. We discovered that one of the batteries was warm/melting and smoking and one of the other batteries had pin hole in it (appears to be a melting spot (see attached photos)) in the same location where the other battery was melted/smoking.

  

  Business Response

  Date: 10/08/2024

  Thank you for speaking with us. As mentioned we are shipping replacement batteries to you. 

  Customer Answer

  Date: 10/09/2024

  [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:09/16/2024

  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.

  The head of ******* 40 volt weed trimmers has some kind of defect which makes it nearly impossible to unlock and open. If you doubt me, just check out all the comments on ****** and ******* where muscular men are complaining they had to use screwdrivers, hammers and channel lock pliers, to get the head open. I'm a single woman, so I requested a new head be sent to me to replace the one I can't open. I was told I would have to request a pre-paid label and send my entire trimmer into ***** where it would take about 3-weeks to get an evaluation on whether the defective head is a warranty issue. My guess is that I would be giving up the use of my trimmer for nearly a month to have some maintenance tech declare this part as a "wear and tear" item which would not be covered by the 5-year warranty. ***** needs to acknowledge this serious flaw and provide a replacement head when customers request one.

  

  Business Response

  Date: 09/17/2024

  Hi. Thank you for speaking with us. We are sending a replacement spool head directly to you. 

  Customer Answer

  Date: 09/18/2024

  Re:  Complaint ID ********

  Thank you so much for helping me get a replacement head for my ***** 40V trimmer.  As a single woman, I was unable to get the original head open to clear jammed cutting line without asking some muscle-bound guys to help... and even they struggled.  The staff at **** ***** says they've seen multiple 40V trimmers with the same issue, so hopefully, other customers will experience the same great service from a company that obviously wants to make things right.

  Regards,
  
  ******** ******