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
- 404 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:08/19/2024
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 purchase an Expand-It string trimmer and I sent the string trimmer in to ******* Rapid Repair facility. I received an email saying ***** would be reaching out regarding the repair, but the item was just sent back to me without being repaired. The item still doesn't work and I have tried to call ***** to resolve, but the customer service staff is clueless.
Business Response
Date: 08/28/2024
Thank you for speaking with us. A replacement has been sent to you.Initial Complaint
Date:08/19/2024
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.
These last few weeks have shown the true intent of the company. After a year of owning your lawn mower that came with the single battery, the battery puked. And we are mindful owners. I was thankful to find out there was a 3-year manufacturer warranty, which expires in a couple months even though I've bought the battery from the store a year ago, but even with that, I was still thankful for a warranty replacement option. As I went through the process, 25 minutes to speak with somebody to tell me one sentence: "Go to the website, make an account and make a claim" I did exactly what she said only for the website to tell me, "for this claim, I need to call a representative" Another 30 minute hold, but after the call, everything was set. I was told to wait 10 business days. Well, I called at day 7, I wanted to make sure things went through because I never got a confirmation email. I spoke with a woman who told me I will get a email with the tracking after 10 to 14 business days, not 10 days. She assured me the order was placed. Here I am at day 14. It took me a couple minutes to get connected with a representative, which then took another 20 minutes for the representative to tell me the order was placed but nothing had happened, nothing has been shipped. No action has been taken. There has been no further progress so he is going to have to ship it from the distribution center which could take 3 to 5 business days or 10 to 14 business days, He couldn't offer anything else. We are renters and low income, we don't have the option to go to **** ***** to buy another battery, and our lawn now hasn't been mowed for 14 days. Being a renter with landlords that drive by weekly, the stress pile's on. I thought the company was going to be honest with the warranty process, instead, no sympathy, no accountability and all of the little issues I've had in the customer journey with your touch points, especially your website, a lot of the buttons don't work, like sending you a message.Business Response
Date: 08/28/2024
Hi. We have reached and left voicemail and sent email. Please respond to either and we will gladly help resolve this.Initial Complaint
Date:08/15/2024
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 ***** extended motor and various attachments. I'm trying to use it now and it has a long beep sound and will not work. I'd like to get a new one to replace this one. I've tried to contact the local service centers in the past and they were unhelpful. They were unable to look at my current model. Please contact me so we can get this worked out. Thank you!Customer Answer
Date: 08/22/2024
Why are you asking for this information? I've never had to provide it in the past when I file the complaint through the Better Business bureau? No other Better Business Bureau has asked for that. Please advise. Thank you.Business Response
Date: 08/29/2024
Hi. Thank you for speaking with us. As mentioned we are shipping a courtesy battery to you.Customer Answer
Date: 08/30/2024
[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:08/09/2024
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.
Purchased ***** battery operated lawnmower two years ago. Wouldn't start this season. Covered by warranty. Had to bring it to closest ***** certified repair shop...40 miles to Eldersburg, MD....10 weeks ago. They say they have 20 such mowers awaiting ***** to send the controller part that must be replaced. I've lost the mower for the entire season. As far as I know, ***** continues to manufacture and sell these mowers, which means they have the part. If they can't get it back to me by the end of August, I want a complete refund.Business Response
Date: 08/19/2024
Thank you for speaking with us. We are working with the service center that has your mower to resolve.Customer Answer
Date: 08/27/2024
Better Business Bureau,
I am not happy with ******* attention to their warranty...40 miles one-way to nearest certified shop and nearly three months waiting for a replacement part...however, they sent me a replacement mower and I regard the matter has satisfactorily resolved. I am grateful for the BBB for its assistance. I have resorted to you only twice in my life...both times this year...and appreciate your exemplary response.
Regards,
***** ****Initial Complaint
Date:08/05/2024
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 purchased a ***** pole chainsaw and the battery would not charge, so I was never able to use the product. I contacted customer service who took my information and said they were sending me a new battery. I did not receive a new battery and all further contact has gone unanswered. When I tried to contact customer service via their phone number, my calls were never answered even after waiting on hold for over 45 minutes. I tried several different days/times and sent 4 emails, all were unanswered.Business Response
Date: 08/14/2024
Thank you for speaking with us. As mentioned we are shipping a battery directly to you.Initial Complaint
Date:08/05/2024
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 name is ***** *********. On 9/18/21, I purchased an electric ***** lawnmower kit which came with two "40Volts 6 amps" batteries and a charger with a 3 Year warranty. In April 2024, both batteries became inoperable/useless. During the first week of May 2024, I called ***** requested replacement batteries. The ***** Rep advised, shewould issue one "40Volts 6 amps" battery. The courtesy battery was received from ***** during the last week of May. Since I had two gallons of gasoline remaining for my gas-powered lawnmower, I decided to not used the electric lawnmower until my remaining gallon of gasoline were exhausted. Last week, I charged the courtesy battery (sent from *****) and begin using the lawnmower. After 15 minutes of use, the battery was exhausted and needed to be charged. After placing the “replacement” battery in the charger, the battery could not be charged (just like the other two batteries). On 7/29/24 @ 12:53 PM, I called ***** Support and a ***** Rep (a woman) answered the phone. I explained to the Rep that the new battery shipped was dead and could not be used. The ***** Reb became aggressive rude, and unapologetic of her distasteful behavior. She kept saying why did you wait two months to use the battery? She did not allow me to speak at all nor wanting to listen to my rationale for not using the battery. She replied “Don’t you know you have to use the battery right away?” I have tried to tell her that no one had ever told me to use right away, but she REFUSED to allow me speak. Since the replacement battery shipped to me was defective, I am asking for ***** to do the right thing and send a working replacement battery. Please refer to attachment!Business Response
Date: 08/15/2024
Hi. thank you for speaking with us. As mentioned we are shipping a replacement battery directly to you.Initial Complaint
Date:08/02/2024
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 3/17/22 through **** ***** online, I purchased a ***** ****** **** Riding Lawn Mower ************ and was excited to not have to store gas/oil around the house, less maintenance than gas poweredmowers, and all the other benefits ***** marketed in their materials. Fast forward to 2024, the mower barely lasts for half my large lawn, having to charge multiple times over several days to complete just one mow. As of now, I am unable to even drive my mower because ***** said batteries need replaced. After wasting my time with ***** customer support over the last 6 weeks, the 4 replacement *** **** *** batteries that are needed (and the only option ***** says they have) are back ordered. This has been an issue for quite some time. I called early July to ask when I can order these batteries and was told they were “hoping by 2nd or 3rd week of July 2024”. I call back again around that time and they said “they should be available by end of July to order”. Today, 8/2/24, ***** is now telling me it will be an additional 1-2 weeks but no guarantees. I paid over $2,400 for this mower, I haven’t been able to use my mower since early June, batteries are back ordered, there’s no estimate when they will be available, I keep getting the run around from ***** saying “there’s nothing we can do”, and they have no alternative for a battery for me to use. I’m very disappointed In *****’s lack of support, I’m a long time ***** customer, and spent a lot on this lawn mower and now I can’t use it and don’t know when I will be able to. I want ***** to rectify this situation by providing me a refund for this lawn mower purchase or an exchange to another equivalent mower. This is unacceptable.Business Response
Date: 08/09/2024
Hi. We have reached out to help resolve. Please respond when you can to the direct line left in the voice mail. we look forward to helping.Initial Complaint
Date:07/30/2024
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 ***** riding lawn mower which is still under warranty. The battery is defective and loses charge quickly. Also, the bolts on the cutting deck keep coming off, I requested for a permanent fix but was refused. I contacted ***** customer service several times and was told that there is no service center in Canada to replace the batteries. The only solution they provided was to send batteries to my home but I am not able to replace the batteries myself, I mentioned this to the representative several times but no solution was provided. I requested to speak to the manage and was told they will get back to me, I have not heard back.Business Response
Date: 08/05/2024
Hi thank you for reaching out to us. As mentioned we are sending replacement batteries out to you.Customer Answer
Date: 08/05/2024
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 was told by customer service supervisor that the battery shipment will be canceled and that he would send a local contractor to repair the mower that is still under warranty.I am not able to replace the batteries myself. If delivered, it will be damaged by heat, rain ect. It could even be a fire hazard with the thunderstorms and the extreme heat we are having. The batteries are too heavy for me to move, I have expressed this to the company. There are other issues with the mower besides the battery draining too quickly. As I have already mentioned to the ***** representatives and the supervisor, the mower is not collecting grass at times, and the pin and bolt holding the cutting deck keep coming off after each use.
When I spoke to the supervisor Erik last Wednesday he informed me that he will send a local technician to have the mower repaired. He has not gotten back to me since. I tried reaching out to him several times with no success.
I only purchased the mower few months ago, it is still under warranty. I request that the company deliver on their promise.
***** ****Business Response
Date: 08/14/2024
As mentioned we will have a technician come out to install the batteries.Customer Answer
Date: 09/18/2024
I would like to close the case as resolved. The company has accepted the return of the mower and refunded my money.Sincerely*****Initial Complaint
Date:07/29/2024
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.
Purchased a ******* ********** on June 26 2023...added product to the warranty requirements on the same day. Within six months the product no worked. It would turn on , but it no longer cut bushes.I had to bring the product to Tennessee since the only authorized dealer was no longer accepting any additional products for repair. I was able to get the product to the repair shop on June 10 , 2024 and at this point , I haven't received any updatesBusiness Response
Date: 08/05/2024
Hi. We have left a voice mail and email to help resolve this. Please respond back to either and we will be glad to help.Initial Complaint
Date:07/24/2024
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 in summer 2023 , motor started smoking. Called ******* about the extended warranty we'd purchased. We were informed it was within the manufacturers warranty period, and that they were responsible. Contacted ***** customer service where we were instructed to rake ot to a local service center, where it has been since may. ***** has the parts needed on " backorder" . We've been given the runaround for the entirety of this mowing season, made inquiries weekly to no avail.Business Response
Date: 08/05/2024
Hi. We have reached to help resolve. Please get back to us with the requested information and we can proceed.
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