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:07/02/2024

  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.

  I bought a ***** 3200 PSI gas powered pressure washer in May 2022. This item comes with a 3 year warranty. I used it a couple of times each for 2 seasons with no issues. It has been taken care of properly each winter. I used it this season for about 30 minutes. During my session is started running really rough and then would shut down. I've check all the fluids, everything is good. I can get it to start, but it won't stay running. I attempted to file a warranty claim on ******* website but my item was not eligible for that. Apparently I have to bring it to the nearest service center....which is over 100 miles one way! I purchased this item at my local **** ***** which one would think would be prepared to have the knowledge on warranty claims...apparently they don't do that anymore! Trying to contact ***** customer service is impossible. I have sat on hold for up to an hour twice now, with no getting through to anyone. I don't have time to continue to do that. The online chat is of no help, and their email responses take about a week each time. The resolution I was sent was that I could ship it to my nearest service center, at my cost and ***** would pay to ship it back. So I either drive over 100 miles one way or I pay to ship a large, heavy pressure washer to them?! Those are not reasonable options. These items are not cheap, but with the price of gas and my time of travel it seems ***** just wants me to call it a wash and have to buy another pressure washer. Upon speaking to the service centers, they informed me it would take weeks or more to get the item in, looked at, parts ordered/warrantied & then fixed and sent back to me. This is also not reasonable, I will then be without my pressure washer for the whole summer season?! I have many ***** tools and I've never had to file a warranty claim, this will make me rethink future purchases, especially of large items from ***** brand.

  

  Business Response

  Date: 07/08/2024

  Hi. We would like to speak further to help resolve. We have left a voicemail with a number to a direct line. Please call back to that number to discuss. Thank you.

  Customer Answer

  Date: 07/11/2024

  [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. 

  Company got in touch very quickly and offered me a replacement item. I wish I didn't have to go this route to get a reasonable outcome but I am pleased with the resolution. 
  
  Regards,
  
  ****** ****** 

• Initial Complaint

  Date:06/27/2024

  Type:Billing 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 ***** MAY, 2022, model RY40226 EDG. May of 2024 took to Rapid Repair, West Chester, OH. They advised unrepairable and ***** authorized a replacement. But they sent the wrong product. They sent me a 40v 17" carbon fiber shaft string trimmer. This will not work. I requested several times by phone to get the right product. They keep giving me the run-around. Thete customer service is the worst I have ever experienced. I just want the correct product *******.

  

  Business Response

  Date: 07/08/2024

  We have a refund being processed and sent to you. 

  Customer Answer

  Date: 07/08/2024

  [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:06/26/2024

  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 ***** Electric Zero Turn mower in April of 2021. As of today, it has approximately 67 hours on it. In 2023 (after 2 years) the battery’s had to already be replaced. In June of this year, I reached out to ***** via phone when my mower started making a beeping sounds and would not allow me to move forwards or backwards. After being on hold for almost 2 hours, as associate said the issue was a fault in the drive control and while I was 2 months out of warranty, they would still cover the parts and labor but it must be done at a service center. After looking on their website, the closest service centers are 3+ hours away in a different state. I then reached out to their support team via email because after paying $4500 and with the little use my mower has, it’s unreasonable to have to bring this lawn mower that far for repair when it is sold in **** ****** everywhere. Over the course of 4 weeks, 4 different associates have emailed me asking for basic info to assist me. I promptly provide it but have never heard back from them again. The lack of customer service and quality in this product, considering how expensive it is, is ridiculous and unacceptable. The costs I will incur to have to travel to get this repaired would cost just as much as paying for the repair out of pocket. It’s seeming more and more like I got a defective mower. It is disingenuous to the customer to sell this product but not have support in the area for it and unacceptable that when I am trying to get help, I cannot get a response from anyone. The worst part is this is the only time of year I need this mower and at this point, it looks like it’s not going to be repaired before the end of summer which leaves me in a very difficult position to maintain my lawn.

  

  Business Response

  Date: 07/08/2024

  Thank you for speaking with us. As mentioned we are scheduling a home visit with our traveling repair team to resolve your issue.

  Customer Answer

  Date: 07/08/2024

  [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:06/20/2024

  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 cordless vacuum last July at **** *****. *********. The rubber gasket fell right off and is gone. Have been trying since May to reach anyone at *****. Yesterday I spent 39 minutes on hold. No one ever came to the phone. I tried calling the parts number. Same thing. I emailed the company yesterday and have not heard back. Receipt is uploaded. I feel the company is not equipped to deal with the support. I simply want them to mail me a replacement gasket for the plastic container. I believe it is part 14 on the diagram.

  

  Business Response

  Date: 06/27/2024

  Hi we have reached out by email to help resolve. We were unable to call as the phone number listed here is missing a digit. Please reply back to the email sent for further assistance. 

• Initial Complaint

  Date:06/18/2024

  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 *** *** on 11/6/2023,*********** **************, to replace an old battery. This new battery became defective on 6/14/2024 when i attempted to mow my yard. I researched what recourse I had and determined that contacting ***** to replace under the 3 year warranty would be best. I went to the website and tried to make a claim using a dell laptop computer and the google chrome browser, but I could not determine how to make the claim. I tried to use the chat as the website instructed to assist, but the chat was just a bot and it did not help. I then called the customer support number but by this point it was just after 5pm EST so I waited over the weekend to call back on Monday 6/17/2024. I waited on hold for over 1 hour before speaking to someone who instructed me to create an account on the website, register the battery, upload my receipt and then file a claim. I tried several times to register the battery and i did upload the receipt, but was not able to file a claim, so on Tuesday 6/18/2024 I called customer support again. This time i was on hold for 45 minutes waiting for a representative. The representative then told me that the product was not registered under my account, so that is why i could not file a claim. The representative then helped me register the product, but said I have to wait 24 hours to see the registration on the website and file the claim. So tomorrow 6/19/2024 I will try again to file the claim, but no guarantee that it will work and I may have to call back again, with wait times so long. This whole process is very bad, it is wasting my time and I cannot cut my lawn (it is overgrowing) and I still have no resolution after spending so much time trying to file this claim. why is this so hard? I did nothing wrong. I spent my hard earned money to buy this product and it failed quickly and the resolution is being drawn out. I am completely dissatisfied, have been a long user of *****, but will not recommend in the future.

  Customer Answer

  Date: 06/20/2024

  Per my original complaint. The ***** website continues to not function properly today, so the product registration that was made yesterday with their customer service over the phone did not work. So I called them back today but waited for 40 minutes for an agent. That agent says I now have to bring the broken battery and my charger with me to work at my office tomorrow 6/20/2024 and call them again so we can troubleshoot the battery together before they will honor the warranty. This is extremely unprofessional and embarrassing to come to my place of work with my power tool equipment. But I am working during all the customer service available times so this is the only way for me to work with them. This is the only way for them to honor the warranty so I am complying. But I am so unhappy with this long cumbersome process. Not sure how long I will be on hold tomorrow before I can get help. Just wanted to keep you updated with communications. 

  

  Business Response

  Date: 06/25/2024

  Hi we have left a voicemail with a direct line to reach back out to discuss this with you. Please call back in with any questions on this issue. 

  Customer Answer

  Date: 06/27/2024

  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 spent hours on the phone over four days with this vendor trying to resolve the issue. It was an unreasonable amount of time to try and get a battery that I purchases with my hard earned money replaced per the companies warranty. I had the receipt I had the battery, i had it registed online, i uploaded the receipt, and somehow no one could find a way to help. I estimate I spent approximately 6 hours between being on hold and then speaking with service representatives. The response the vendor made to my complaint was to call them, again. Which to my mind is an insane response. The 6 hours i spent on the phone trying to resolve this was all during my working hours as customer service is only available during normal working hours 9-5 EST. Yes, I received two voicemails this week also to call them back and resolve, but missed the calls due to them occuring while I was working. I did not call back after receiving the voicemails becasue I have already lost 6 hours of work over calling this company, again calling them would just hurt my wallet again as I waste time waiting for a representative that cannot help. I support my entire family on my income and this has taken money out of my pocket by sucking my time away. Please provide a better solution. 
  
  Regards,
  
  Charles Taverna

  

  Business Response

  Date: 07/08/2024

  We have tried to call and have left voice mails. We would love to discuss further. Please call back to the direct number left in voice mail.

  Customer Answer

  Date: 07/08/2024

  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 business keeps telling me to call back, this response was the same as the last rejected response. See the problem here. This is typical of my experience the business tries the same method over and over until you give up. I am done calling and wasting my time on the phone. I require a different solution. 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 07/16/2024

  We have called you several times in a attempt to help. When we call we get voice mail. 
  We are asking you to return those calls so we can resolve. 

  Customer Answer

  Date: 07/17/2024

  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. 
  
  As stated previously, I am not wasting time calling on the phone. If you call and I pick up we can chat, but as stated previously you need to come up with another avenue to resolve. If you want to message me here, email me directly, or send me a letter in the mail, I will respond. Again per my previous responses I am not going to try the phone anymore as I have no reason to believe that it will work now. If you won't replace the faulty item i request a refund.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 07/30/2024

  We have tried to call and have left voice mails. We would love to discuss further. Please call back to the direct number left in voice mail. We have had various people call to try to reach you with direct lines that do not go into queue that would cause a wait. In addition to those numbers left in your voicemail you can also call directly to **************

  Customer Answer

  Date: 07/31/2024

  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. 
  
  As previously stated. I will not be calling. I have tried to be patient and left open other communcation methods such as email, text, or postal mail. If none of these methods are agreeable to you i see it as more tactics to continue to extend this dispute and your obligation to fulfill the warranty. You have my money and I want it back now, I dont want a replacement battery. Please send me my money back. I am done with this company and your poor products and customer service. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:06/18/2024

  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.

  The ***** leaf blower was purchased on August 27, 2021 is still under the 3-yr warranty. The blower tube has cracked and keeps falling off the housing unit, and no longer maintains a connection to the housing unit for the past several months. On June 17, 2024, ***** customer service directed me to a repair shop who told me that they are no longer an authorized ***** repair shop and cannot handle any repair of the blower under the warranty. This is unacceptable customer service. Product Model No. ********* ****** *** **************

  

  Business Response

  Date: 06/25/2024

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

  Customer Answer

  Date: 06/28/2024

  [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. A replacement tube was delivered to me on June 28, 2024 via a private carrier.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:06/12/2024

  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.

  Bought a ***** Lawn mower from **** *****. Within a year, the self propel stopped working. Upon ******* request, I brought my mower to ******** *********** in Kingston NH to get fixed. They kept my mower for 3 months for warranty work and charged me to sharpen the blade, which they did not ask me and I did not request. Upon getting mower back, the rear wheels would not go backwards. Not wanting to deal with ******** *********** again, I asked ***** for a replacement mower; there are no other service centers in NH. ***** responded with they can pay for shipping to ship my mower out of state to get repaired, leaving me without a mower for the 2nd season . I am a single mother of 2 autistic adult daughters. I work full time and drive a toyota carrolla. I also have back issues, so I have no way to do what they are asking. ***** is a rip off company who sells inferior products. Please help

  

  Business Response

  Date: 06/18/2024

  Thank you for speaking with us. We have a replacement mower being shipped directly to you. 

• Initial Complaint

  Date:06/12/2024

  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.

  Today’s date: 11June2024. Seeking warranty support. Purchased a ***** 18V Blower model: ********* 7 Dec2021 from ******. It has a documented warranty of 3 years. Two weeks ago, the blower fan broke a fan blade. It no longer operates properly, vibrates badly and has a diminished blowing capacity. No ill use of the blower caused the fan blade to break. I contacted, via email, ***** with the details of the broken part, including model serial number and pictures of the blower and invoice and requested a replacement fan blade. I also tried three time to call but never got through to a representative. Two calls I was on hold for over 30 minutes and on the third call I was on hold over an hour. Twice I requested a call back. Both call backs went straight to voice mail. Via email I did get a response that they were looking into the matter. After 5 four business days past with no resolution response, I sent a request on the status. Here is a quote from the response. "I sincerely apologize for the delayed response. Unfortunately, it does show that the item is sold by ** **** and ******, please note that they are not one of our authorized resellers. Due to this the product does not qualify for warranty." Here is my response, "Are you saying that you are NOT honoring the 3-year documented warranty on the blower I purchased!! I don't care where the part comes from, you the manufacturer are responsible for your product. I will be following up on your falsifying 3-year warrant documentation." The fan part is approximately a $8-$10 part. ***** is responsible for the warranty replacement within its 3-year warranty period. The slow repose via email and the inability to speak to a representative is VERY frustrating. And then to top it off, the refusal to NOT honor their warranty is inexcusable for a company of RYOBI's reputation.

  

  Business Response

  Date: 06/21/2024

  Thank you for speaking with us. As discussed we are processing the recall. If you have any additional questions please reach back out to the direct contact. 

  Customer Answer

  Date: 06/21/2024

  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:06/10/2024

  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.

  On 4/28/2024, I contacted ***** **************** of an issue with my ***** ******* ** **** ******* ***** ******* ********** ****** ($180) and they informed me that my tool is currently under warranty and I should submit a Rapid Repair Warranty offering (2 weeks turnaround) to customers who's devices are currently under warranty. This repair request (********* was opened and the tool was shipped to ***** ******* ************** The device was "returned" ~ 5/28 and when finally opened on 6/1, it was evident that an incorrect device was returned to me. I received ***** ******** *** *** ***** ******* ($129 value) which is a lower end model. On 6/1, Immediately contacted ***** and informed them of the error. They informed me they were looking into it however, no response. I continuously attempted to contact them on a semi-daily basis and on 6/8, I made a final effort to contact them and no response. So basically, I have a lower end device that does not meet my needs, $50 value out of pocket, from what I thought was a good value that ***** offering free repairs for devices under warranty. Had I known that this service was fake, I would have attempted to repair the device myself due to a known defect widely reported by other customers.

  

  Business Response

  Date: 06/13/2024

  Hi. We have left a voicemail and email with information. Please reply back to either one that works past for you to help resolve. 

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have responded to a general inquiry of the problem and Provided details as to why they responded that replacement was "upgrade' (less feature).

  I will then determine next steps based upon response.

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

  

  Business Response

  Date: 06/18/2024

  Please respond to the email or voice mail from us to discuss further. 

• Initial Complaint

  Date:06/06/2024

  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 ***** 40V HP Brushless 21" CROSSCUT Self-Propelled Mower Kit ********** on 05/06/2022. After a year of ownership the Self-Propelled Rear Wheel Drive feature ceased to function. Any time the self propel is engaged, the entire mower turns off. This was the driving feature leading me to purchase this mower as my front yard is a hill. The warranty process is essentially non existent, the closest center is 60+ miles away and it costs more to ship the entire mower to them, than it is to purchase a new mower. This entire experience has greatly influenced my decision to purchase ***** products in the future since they don't have a reasonable warranty experience.

  

  Business Response

  Date: 06/21/2024

  Thank you for speaking with us. We have a replacement set to be sent directly to you. 

  Customer Answer

  Date: 06/25/2024

  
  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,
  ***** ******