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:07/24/2024

  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 bought a *** ***** ******* on Oct 17, 2022. It's broken due to fried motor, I saw it smoked, then stopped working. ***** power tool has 3 year warranty. I called ***** on 7/23/24, the person asked my model ******), and serial number which is **************, then told me it's more than 3 years old, I have to go to a service center. I have my receipt uploaded and registered, I can also email or message her the receipt, but she insisted that my warranty was already expired.

  

  Business Response

  Date: 07/24/2024

  Hi, we have attempted to reach and left voicemail and email. Please get back to us by either to discuss a resolution for you. 

  Customer Answer

  Date: 07/24/2024

  [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:07/22/2024

  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.

  Purchased a ***** 40V lawn mower. Within one year, experienced issues with the time functioning and constantly turning off. This is extremely common for this product based on a short review of other consumers experiences. Spoke to their customer support center and would call the experience laughably poor: 1. Agents are rude, harsh in tone, do not listen to concerns (causing you to have to repeat yourself multiple times) 2. Agents hang up on you constantly, especially when they are “transferring” you to a supervisor 3. The only resolution provided is extremely inappropriate and does nothing to resolve the failures with the product within an appropriate amount of time. This brand is cheap and bad and obviously so is the customer service

  

  Business Response

  Date: 07/31/2024

  Thank you for speaking with us. As mentioned we are sending a replacement directly to you. 

• Initial Complaint

  Date:07/22/2024

  Type:Sales and Advertising 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.

  ***** continues to have an app that doesn’t work that you need for the garage door openers . On top of that a new issue has arose and neither of our garage door openers will connect to the internet. We have checked the internet and reset multiple times but between the terrible app and the garage openers not connecting to the internet we are at a loss. This product needs to be recalled or fixed

  

  Business Response

  Date: 07/31/2024

  Thank you for speaking with us. As mentioned we are constantly working toward the fix for the app. 

• Initial Complaint

  Date:07/22/2024

  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.

  Purchases their stick vac and in less than 90 days a part broke. They did not have replacement part and said they would send a new vac. Never did. I have reached out by phone and always asked to email. Emails have gone without response. I have all emails. I’ve asked to speak with management and I’ve asked more than once for a refund

  

  Business Response

  Date: 07/30/2024

  Hi.. thank you for speaking with us. As mentioned we are processing a refund to be sent directly to you. 

  Customer Answer

  Date: 08/15/2024

  I did not reply to the email sent previously as I had been told on July 30th that they would send refund check and I was waiting to get it and didn’t receive before case closed out. 

  
  

  I did receive refund today and it can now be closed as satisfied if anything needs to be done

  
  

  Thanks for your help to get this done that I had spent 9 months on!

• Initial Complaint

  Date:07/16/2024

  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 July 7th at approximately 0630 I entered into our garage to find it filled with smoke, and the ***** 40V battery had exploded and the charger itself was on fire. The battery was NOT on the charger (sitting next to it) and had ignited and exploded everywhere in my garage, causing damage to multiple items, but more importantly, could have harmed my children who were asleep, or caught my house on fire. We have attempted multiple times to call ***** (often holding 50 minutes) to only be told "it has been sent to the safety team". We have sent pictures/videos of the incident, not even a single apology, or an attempt to fix the problem which has caused well over $1200 in damages. The garage is covered in a black film from the battery melting- The fire department was called and documented everything as well. This is by far the worst customer service, largest safety risk we have ever experienced in our lifetime. We will be communicating with the local news channel to discuss the dangers of this product.

  

  Business Response

  Date: 07/24/2024

  Thank you for speaking with us. As mentioned our safety team is working on this for you. Please continue to reach out to the direct contact with questions. 

• Initial Complaint

  Date:07/16/2024

  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 July 1st I went to **** ***** to purchase a ***** 1900 PSI Electric Pressure Washer. Once there I decided to upgrade to the 2000 PSI Model. There were 2 units in stock. One box looked like it had been dragged down the road an taped all up. The other looked NEW. I opted for the NEW. I got home, unboxed the unit and then ensured that all the accessories were accounted for. Upon finding things in order, I cut up the box, put it in the recycle bin and proceeded attach the accessories and attempt to try out the unit. All went well regarding attaching the hoses, wand etc... however, when I did a final inspection and attempted to roll the unit, it became apparent that something was amiss. Both screws that attached the handle were missing from one side. I immediately registered the product online and also called Customer Service to request the missing screws. I was initially told to get back in my car and drive to **** ***** and return it. Given that the box was already recycled and all I needed was 2 screws, I explained that I wasn't about to waste my time, gasoline etc... to cover for ***** QA issues - just send me the screws. I emailed to Customer Service pictures of the handle exactly showing the missing screw location. I was told to email in the part numbers that I needed. I replied that I didn't have a parts manual but I had emailed the Model with a detailed picture along with my receipt and my address for Shipping. I also had supplied my Registration credentials via a phone conversation. Surely ***** Cust Service can determine the screws needed ? Nope. I was return emailed a manual and told to determine the part numbers. So I did and sent them in. After days on end I was repeatedly asked for the exact same information (Receipt, Name & Shipping Address) on different occasions. It is now July 15th and on July 10th I was told that I should receive the screws by July 24th. Unreal !!! I've since needed an Oribtal Sander and a Plunge Router. I got them but not *****.

  

  Business Response

  Date: 07/23/2024

  Thank you for speaking with us. as mentioned we are shipping the needed parts to you. 

• Initial Complaint

  Date:07/15/2024

  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.

  I own a ***** **** drill/driver. In April 2023, I was using the drill and it caught fire. I was using a hole saw and during the use the drill started smoking at which point I was forced to call the fire department and stop use. Soon thereafter, I opened a ***** claims number **********. It has been over a year and i have not heard back. I called customer service a few times and they have not provided any updates and all I was told is that someone would eventually get back to me. Nobody has reached out to me to rectify this situation. I am requesting that this claims number be resolved and a replacement unit ********* ) be sent to me. I am also requesting some other form of settlement in order to compensate me for the lengthy process this has taken.

  

  Business Response

  Date: 07/19/2024

  Thank you for speaking with us. As mentioned safety is working on your case and will resolve. Please continue to communicate with us through the direct contact. 

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair 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.

  Purchased a ***** 40V weed eater (string trimmer) and leaf blower combo from **** ***** in the summer of 2020. Both tools have a 5 year warranty. The weed eater has started to malfunction, shutting down prematurely until the battery is removed and then replaced. It will run for approximately 20 seconds and repeat the cycle. I approached a ***** rep at ** on 7/9/24, whom advised a warranty claim can be filed online and a receipt is not needed. She also advised that there are service centers that may be able to assist. I attempted to file a claim online, to no avail. Website does not to seem to support warranty claims. I called the service centers within a 50 mile radius, none of which repair battery powered lawn equipment. I contacted ***** customer support on 7/9/24, remaining on hold for 40 minutes then requesting a call back via the automated telephone system. ***** did not return my call. Contacted ***** again 7/11/24. Same results. This warranty, which was a large reason I purchased this product, seems to be a farce. There is no way to file a claim, no available service centers, and no representatives at the call center to assist in matters pertaining to warranty claims.

  

  Business Response

  Date: 07/12/2024

  *** ***** was contacted and after speaking with him, we were able to provide a listing of an authorized service center for him to bring his unit in for repair. 

• Initial Complaint

  Date:07/11/2024

  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 40v chain saw 2 years ago with a 5 year warranty. After a week of calls ***** sent a ***** label to ship to a repair station. It has been over a month and I have heard nothing from the repair station. I have contacted ***** customer service 3 time in 2 weeks and get excuses that the repair takes at least 14 days and I must contact the repair station. I turns out this is a one man part time business that does not answer calls or I am provided another number to calls who tells me the person is out of town. Today I made a call to *****, was on the que for an hour (as all calls have been) then opted for the returned call option which has not happened after 6 hours. I give up and will never purchase a ***** product again and as a licensed contractor will pass on my feeling to everyone I know.

  

  Business Response

  Date: 07/12/2024

  We have spoken with Mr. ******. We will be refunding the amount he paid for the chainsaw to him. He will be sending us his sales receipt. 

  Customer Answer

  Date: 07/15/2024

  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:07/08/2024

  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 reached out to ***** on 6/3/24 at 11:01am. This call ran 2 hours, 14 minutes as the company was experiencing "high call volume." I have a ***** model **** battery which has completely died within its warranty period (SN **************). I use ***** power tools daily and not having a working battery has caused a hardship. The person I spoke with indicated that they would be shipping out a replacement and that I should return the defective battery to a local **** ***** for recycling, which I did. Having not received the replacement battery promised, I called back to ***** on 6/12/24. This call ran 56 minutes (with another hold due to "high call volume."). The person I spoke with on this call indicated that the battery had NOT been shipped as promised on the first call but that she would be "escalating" the request. She indicated that I would be receiving an email confirmation within 2 days to let me know the item shipped. She confirmed my email address on the call. I have yet to receive the replacement battery or the email confirmation. I feel that ***** lied to me on each call. They directed me to bring my battery to **** ***** for recycling on the understanding that I would be receiving a warranty replacement in the mail. I complied with the request but have yet to receive the item. In fact, the rep on the second call confirmed that the battery had never even been ordered by the initial rep. I want ***** to honor their part of the agreement. I am now a full month without a battery which was covered by a warranty. I suspect that ***** is trying to cut costs by not honoring legitimate warranty claims. I would also like to make this complaint public so that other customers and prospective customers of ***** can be forewarned.

  

  Business Response

  Date: 07/08/2024

  Thank you for speaking with us. As mentioned we have your original battery order processing as well as a 2nd courtesy battery ordered for you.