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:09/11/2024
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.
***** Tools - Under TTI, is not allowing refunds to take place. Their website has been broken for 2+ years at this point, not allowing users to register products or serial numbers and therefore preventing consumers from filing claims for fix/refund This has been shared with their teams and not fixed. Upon providing information, there's been bait-and-switch tactics to change the period of the warranty from the date of purchase to the date of manufacture. As a result, they've denied claims. This can be seen across multiple consumers with months of time on several online forums such as the following:
Business Response
Date: 09/16/2024
Hi. We have a dedicated team that works toward keeping the website up and running.Initial Complaint
Date:09/09/2024
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 ***** 18V Pole Lopper (a TTI product) from ****** ***** ****** Online (TTI's own stores) on April 1, 2023. This item came with a 3-year warranty, prominently printed on the box and stated in the owner's manual. I don't need this tool often (I only use it once each year at the end of Summer), so I just used it for the second time a little over a week ago. While using it, the Lopper quit working. I called ******* Customer Service line. After waiting on hold for roughly 40 minutes, I spoke with a representative. She explained that I needed to register the product on the website. Once the product is registered, I can then submit a repair request. This would allow me to ship the item back to ***** for repair. However, I was unable to register the product on ******* website. Every time I attempt to register it, the website responds with a message that the product was successfully registered - then takes me to my list of registered products, which is empty. I have emailed back and forth with ******* Customer Service team for the past week. They finally instructed me to take the tool to their authorized service center - an hour's drive away. I did this. The manager at the service center told me it will take three months, before they can even look at it. He said it is unlikely that they will be able to repair it, as they have trouble getting parts from ****** A search online shows that the inability to register a product and receive warranty repairs is a common issue.Business Response
Date: 09/16/2024
Thank you for speaking with us. As mentioned we are shipping a replacement directly to you.Customer Answer
Date: 09/16/2024
I received a phone call from Kathy at TTI. She was very helpful, and spent a considerable amount of time on the phone with me, attempting to figure out why their warranty system is malfunctioning. She sent a new pole lopper to me, so that I will once again have a functional tool. I will continue to work with her to troubleshoot the warranty system, so that I (and other ***** customers) can submit warranty claims. Given the fact that she has resolved my immediate issue and is working with me to resolve the warranty system issue, I am marking this as "resolved."
It's a shame that ******* offshore Customer Service Dept. is nowhere near as helpful or competent as Kathy. All Customer Service seems able to do is respond with a "script." This level of customer service is really injuring ******* reputation, and the resulting complaints flooding the Internet diminish an otherwise great brand. I hope that they are able to improve this, going forward!Initial Complaint
Date:09/06/2024
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.
My ***** pushmower broke down in May 2024, and it was well within the warranty. I brought to their authorized repair location promptly, and was told it would take up 90 days for it to fixed. Just before the 90 day mark, I visited the shop and they told me ***** still hasn't shipped out the necessary parts, and that they would file for a replacement. I come to find today(Sep 6th) after calling *****, that the replacement is denied, and that the parts are coming from China and they don't know when it will be done and they can't replace or give me a date one when repairs will be done. Almost half a year for a repair is ridiculous. And the customer service rep was all smug trying to explain to how shipping works instead of giving me resolution.Business Response
Date: 09/12/2024
Hi. thank you for speaking with us. As mentioned we will be sending you a replacement.Customer Answer
Date: 09/12/2024
[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:09/03/2024
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 called on 8/8 to start the process of replacing the batteries under warranty as they have stopped working. I have had to call 3 times over the last month and still have not received the replacement batteries. The last phone call was with a rather self righteous man, who is never wrong, he told me this himself. When I asked for his supervisor he hung up on me. I have been unable to use my lawnmower for about a month and keep getting a run around from customer service. I'm Done being patient, a process that should have taken 7-10 business days has been going on a month and they are willing to let me speak to a supervisor to try and expedite the shipping. We paid $650 for a lawn mower that after a year and half we haven't been able to use, even though it has a 3 year warranty! I'm so sorry I ever purchased this lawn mower and I will NEVER purchase another one from ***** because of poor customer service I've received.Business Response
Date: 09/11/2024
Hi we would love to help resolve this. We have left voicemail and sent over an email. Please reply back to either one that works for you. Looking forward to helping.Customer Answer
Date: 09/13/2024
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.
I emailed them back.
Regards,
****** ******Customer Answer
Date: 09/13/2024
I have replied to the email they sent. They did not do what they said they were going to. That is why it’s not resolved. They were supposed to replace both batteries, I received one and it’s the wrong one.Business Response
Date: 09/13/2024
We are continuing the email conversation and attempting to resolve. Please respond or you can call in to the direct number provided. Looking forward to helping.Customer Answer
Date: 09/19/2024
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.
The ‘new’ battery arrived today and it doesn’t appear to be new, it was in a bag closed with scotch tape not heat sealed like the other one and had dings and scratches on it. They were replacing underneath the manufacturers warranty because the old batteries were defective. So they should be new.
Regards,
****** ******Business Response
Date: 09/19/2024
Hello. We have reached out to the customer and have left a message for her. We have sent out another replacement battery.Initial Complaint
Date:09/03/2024
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 cordless electric lawnmower, specifically the **** ***** ****** 40 volt Lawnmower, from my local ******* store (in Omak, WA) for $422.62 (including state sales tax) on April 13, 2023. The unit performed reasonably well in cutting the turf-like grass on our property for about a year (grass growing season). Then, beginning with about the second cutting of this year (2024) in late April or early May the unit started losing power after only a few minutes of run time. I contacted the **** ***** numerous times by telephone (their "Customer Engagement Center") as well as by one letter that I wrote and mailed to **** on May 28, 2024. As this cordless electric lawnmower is sold with a 5 year complete repair warranty on parts & labor, I was directed to send or deliver the mower to the only service center that does repairs for **** products within the State of Washington, that being ******* ******* in Spokane, WA. The repair timeline, labor limitations, and backordered components necessary to fix my mower (the "motherboard control panel") have amounted to continuous delays in fixing my electric lawnmower all summer. Now, today is September 2, 2024, and I still don't have my mower. I've lost almost the entire growing season this year to be able to cut my grass lawn with this mower. In addition, I have no "take it to the bank" commitment from **** as to when I will get my mower back. Instead between the **** ***** and the Repair Shop all that I've gotten is lots of finger pointing & obfuscation. At this point, I WANT MY MONEY BACK !Business Response
Date: 09/05/2024
Hi. Thank you for speaking with us. As mentioned we are setting up a replacement of your mower.Customer Answer
Date: 09/06/2024
Better Business Bureau:
CONDITIONAL ACCEPTANCE
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this WILL NOT resolve my complaint UNTIL the replacement lawnmower arrives to me, AND operates flawlessly within acceptable specifications.
Regards,
**** ****Business Response
Date: 09/13/2024
Fedex tracking ************Initial Complaint
Date:09/03/2024
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.
On or about 24 August 2024, I contacted the company to file a claim associated with the weed eater I purchased last year. The weedeater is experiencing a broken shaft and the motor have separated from the shaft due to a loosen bolt. On August 27, I received a response from your company stating that the warranty was not going to be honored due to product abuse. I disagree with that statement because no product abuse has been done. Weedeater is used every two weeks for approximately 20 minutes to cut a small lawn on a single family home. The product resulted bad and now I am stuck with a worthless product that your company is not willing to backup. Product is still under warranty....Customer Answer
Date: 09/03/2024
Yes. Bad product they manufacture.Business Response
Date: 09/09/2024
Thank you for speaking with us. As mentioned you would need to bring the unit into an authorized service center.Customer Answer
Date: 09/09/2024
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.
The company, once again, is claiming product abuse in an effort to avoid their responsability to repair and or replace the product under warranty. The company failed to provide a prepaid label since the service center is two hours away from my reaidence.
Regards,
****** ******Business Response
Date: 09/16/2024
Hi. this is not something that would typically be covered. However in this case we can send out the lower shaft if so you can change that part out.Initial Complaint
Date:08/29/2024
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 contacted the company for a new replacement lithium battery and they advised I needed a receipt. I told them I didn’t have a receipt for a battery and they said they can’t help me despite a defective battery. I do not think this is right. In my experience no one saves receipts for small items and there is no reason to believe I needed to register anything this small or inexpensive. ***** is taking advantage of returns when there items are defective. It’s not an industry standard anywhere to register an item like a battery! I can see a tool or something with a serial number but this is not ok.Business Response
Date: 09/04/2024
Hi. thank you for speaking with us. Please email in the requested information so we can look into resolving this for you.Business Response
Date: 09/11/2024
Good morning Cindy
We did speak with him and it looks like he is over 2 years out of warranty on that battery according to his serial number.
Customer Answer
Date: 09/11/2024
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.
The agent was not sympathetic to the fact that I did not retain a receipt for a battery I purchased in early 2@22. He did tell me the battery was manufactured in 2019. This production date as stated during our conversation has no relation to the purchase date since these are built in over seas and then send to warehouses and or stores to which they are then sold. The representative is assuming this wasn’t purchased within the timeframe and based off his assumption is refusing to service and or replace said battery. I am requesting a replacement for my defective battery purchased within the time frame of warranty. It appears that this company which is partially based outside the USA is prioritizing profits margins over ethics, craftsmanship and most importantly customer care. The problem is that instead of apologizing for making a defective battery this company chose to deny a replacement based on not having a receipt for an item no one would reasonably keep. T
Regards,
Andrew PappasBusiness Response
Date: 09/12/2024
Hi. We will be sending out a replacement battery as a one-time courtesy.Initial Complaint
Date:08/29/2024
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.
Battery operated fan and battery ordered 6/26/2024. Battery was promptly received. Fan was last tracked in South Windsor, CT 7/2/2024. Company would not replace fan, after contacting them numerous times via phone. They issue a refund of the fan 7/26/2024, of I asked they send a mailing label to return the battery on 8/16/2024, this is the date of the last phone call. Refund was 59.15. Price of fan was 55.00, battery was 24.99, shipping 14.99, and tax 7.12, for a total I paid them of 102.10. They refused, stating it was beyond the 30 day return limit, but they "would see" if an exception could be made. I did not hear from them. On 8/28/2024 I emailed asking to have a return label sent so battery could be returned. Their response was they issued a return (when? and unknown to me) and since battery was then not returned, it could not be returned. They are "sorry."Business Response
Date: 09/04/2024
Hi. Thank you for speaking with us. As mentioned you will receive a prepaid label to return the battery for a refund.Customer Answer
Date: 09/04/2024
[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:08/29/2024
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.
On May 15, 2024 I purchased a **** battery operated lawnmower from ******** in Iron Mountain, MI. I have used the mower only 4 times since I purchased it. On July 14, 2024 I tried to use the mower and noticed the battery wasn't charging. I tried everything to troubleshoot the problem and realized the battery has a dead cell. I contacted **** customer service on July 15, 2024. I gave all of the information required to the service representative. She gave me a order number for a new replacement battery. I was told I should receive a tracking number via email in a few days and the battery should ship in 14 business days. I called several times after the 14 days were up. Got the run around that it's taking longer than usual and that there was nothing they could do. I called on or around August 12, 2024 and asked to speak to a manager. I was told that my order was being expedited via ***** and I would receive a tracking number in 24 hours. On August 15, 2024 I received an email saying my original order was never processed and I received a new order number. I sent out another email asking why it wasn't sent yet on August 19th. I received another email saying it would be sent in 6 days. Today is the 28th of August and I'm still waiting. Received another email today stating I had to go to a service center for repairs. There is none near my area.Business Response
Date: 09/03/2024
Hi. We do have a replacement battery on the way to you. We have also have left a voice mail and email to contact directly if you have any other concern about this.Customer Answer
Date: 09/03/2024
[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:08/28/2024
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.
***** customer service sent me to ****** ***** ****** ******* in Hermitage, PA *************) and told me drop off my pressure washer for repairs. I contacted ***** end of March, 2024. It is now end of August, 2024. Since initial contact, I have driven 3 hrs there and back from where I reside, dropped it off and called since numerous times. The shop had my equipment since 4 months ago. I called ***** 4-5 times (claim number ********* and no one is helping me. I get told they will contact the repair shop, but they don’t and no one is calling me back. I asked ***** to provide me a new machine since the repair shop is not answering my calls and their voice mail is always full. To no avail. I need my money back or a new machine sent. This is unacceptable. No one is helping customers! Customer service places me on hold that lasts upwards of 1.5 hrs. This is insanity. Please contact the manufacturer as this is highly unprofessional. If they cannot conduct business in America they shouldn’t operate on this continent. Period. I’m exhausted. I have the initial email I received from ***** to drop off my machine. My Customer ID: ********** **** ******Business Response
Date: 09/03/2024
Hi. Thank you for speaking with us. We are sending a replacement unit directly to you.
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