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:06/05/2024

  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 self-propelled walk behind brushless mower from **** ***** in the fall of 2022. In the spring of 2023 the mower would not start. I bought another battery before sending it to a ***** service center ~2hrs away. Meanwhile, I paid someone weekly to mow my lawn for what turned into all summer due to the repair center being unable to get parts and arguing with ***** to send me a new one. Finally at the end of the summer, I received my replacement mower. This year I am having the same problem with the mower starting. I am currently on hold with ***** ************* time on hold so far: 1:26:04 min. Yesterday I requested a call back and never received one. I am so frustrated as it looks like I am going to have to get someone to mow the lawn again. I would like to be refunded for my mower.

  

  Business Response

  Date: 06/13/2024

  Hi thanks for speaking with us. Your unit is now at a repair center to be addressed. Please follow up if you have anymore questions or issues.

  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 determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

  it’s frustrating that I had to spend over $500 on having someone mow my lawn when I spent that on the lawnmower just the season before. And now we’re going through it again I would  prefer a financial Compensation. 

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

  

  Business Response

  Date: 06/18/2024

  We are also shipping an extra battery to you. 

  Customer Answer

  Date: 06/19/2024

  [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.  Honestly it isn't enough but the attempt is somewhat appreciated.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:06/03/2024

  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.

  I have a ***** *** *** ******* ******* purchased on May 30, 2022 as part of a 2-pack, product ******. One of the battery's LED capacity bars quit working a while back and now it won't take a charge at all. The other battery in the 2-pack works great. I called the 800 number to get help. They said register the product online to do a warranty claim. The website does not work well and kept logging me out. I finally got my receipt uploaded but when I type the serial number of the battery, it says success, but the tool never shows up in my toolbox. I just need to get this battery replaced under warranty but I can't do that if their website doesn't work and they won't do anything over the phone. Please assist. Thank you. Battery serial number is ************** and the receipt from **** ***** is attached.

  

  Business Response

  Date: 06/11/2024

  Hi. Thank you for speaking with us. As mentioned we are sending 2 batteries directly to you. 

  Customer Answer

  Date: 06/12/2024

  [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:06/03/2024

  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.

  Hello, I filed a warranty claim on 4/24/24 for my item, a ***** shop vacuum, P3240. My claim number is *******. It has been over a month now and nothing has been shipped. I have already purchased a replacement vacuum. I am asking that a credit for a different item or some other resolution can be offered. The wait time every single time I reach out by phone or by email has been far too long. Please help!

  

  Business Response

  Date: 06/10/2024

  Hi. We have put in a new order for this. We have also left a voicemail please give us a call back to discuss further. 

• Initial Complaint

  Date:05/28/2024

  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.

  I am writing to express my profound disappointment and frustration with the recent warranty repair performed on my *** **** ***** ***** and the subsequent failure of the equipment mere minutes after its purported repair. In July of 2023, I availed myself of ******* warranty service due to an issue with my *** **** ***** **** after only a short period of use. I followed the instructions provided by customer service and took the unit to ****** **** ****** in Ypsilanti, MI. However, the repair process turned into a nightmare of delays and unresponsiveness: ******* **** *** ****** failed to return my calls in October, January, February, and April. *Despite several attempts to contact them, communication was sporadic and unhelpful. *After 10 months of waiting and contact with *****, I finally received word that my equipment was ready for pickup on May 10th, only to find out on May 11th that it was not actually ready after driving 1.5 hours to retrieve the equipment. *I retrieved the supposedly repaired tool on May 18th, only to have it fail catastrophically within 30 minutes of use the following day. *Beginning in March of 2024, I was in contact directly with ***** customer care again. I was told the item would be replaced with no follow up contact. It wasn't. Next, management asked for model information (5/20/24) for the item after the repair with no follow up response. This entire ordeal has been a significant inconvenience and has called into question the integrity of ******* warranty service and the reliability of its products. I find this level of unreliability unacceptable. I expect prompt action to rectify this situation. This should include an immediate replacement of the equipment with a brand-new unit and an investigation into the root cause of this recurring issue and lack of customer service at *****. Additionally, I expect compensation for the time wasted in dealing with this matter, as well as any expenses incurred due to the malfunctioning equipment.

  

  Business Response

  Date: 05/29/2024

  Hi. Thank you for speaking with us. As mentioned we are shipping a replacement trimmer out to you. 

• Initial Complaint

  Date:05/24/2024

  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.

  Offers lifetime service agreement but I can not register. Their website keep erroring. Several emails no response. I think they are trying to cheat me out of the lifetime warranty. Several other people experience the same problem.

  

  Business Response

  Date: 05/30/2024

  Hi. thank you for speaking with us. The items in question have been registered. Please respond back by email or call if additional help is needed. 

• Initial Complaint

  Date:05/23/2024

  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 **** rechargeable lawnmower from ******* for $269 approximately 2 1/2 years ago. Immediately after purchasing the mower, I registered the product, which came with a 40V, 6AH Lithium-Ion battery, on ****** website. I have only used this mower approximately 20 times to cut my relatively small lawn, and I have always kept the battery in the house to avoid exposing it to extreme temperatures. I also put the battery on the charger one time each winter, per the instruction manual. When I recently cut my lawn (May, 2024), the battery depleted. After several hours, I put the battery on the charger, but it wouldn't charge. The red light flashes, indicating "Testing" mode. I have tried several times, since, and the battery still won't charge. The battery is supposed to be warranted for 3 years by ****, so I contacted them to inquire about having the defective battery replaced under warranty. Even though the **** representative located my online registration of the product, they refused to honor the warranty, insisting that I did not separately register the battery, and that I must produce the original purchase receipt -which I have lost track of. When I registered the lawnmower, nowhere did the website state that the battery had to be registered separately. I have barely used the mower and battery, I have taken very good care of both, and yet the battery has failed. **** is well-aware that this is a very common problem with their batteries -which makes it even more unacceptable that they are refusing to honor their own warranty and replace the defective battery.

  

  Business Response

  Date: 05/29/2024

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

  Customer Answer

  Date: 05/31/2024

  [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.]
  

  In reference to complaint ID ******** - I have spoken with the company, and they agreed to replace the defective battery.  I have been informed that the battery has been shipped out, and this is a desirable resolution.  My thanks to the company, and to the BBB for your assistance with getting this matter resolved. 
  
  Sincerely,
  
  ***** **** 

• Initial Complaint

  Date:05/20/2024

  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 ***** generator from ******** less than a year ago. The generator has less than 20 hours on it and it won’t start due to a faulty OC sensor. ***** refuses to do anything about it.

  

  Business Response

  Date: 05/29/2024

  Hi we have reached out and left voice mail and email. Please respond back to either, we would love to help resolve. 

• Initial Complaint

  Date:05/16/2024

  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.

  I purchased a ***** Chemical Sprayer from **** ***** online less than one year ago. I went to use it this year and it no longer sprayed. I called ***** for 3 days during regular business hours and they did not answer (apparently due to a religious holiday in India). When I finally got a hold of someone, they told me they could not help me and that I needed to go to a "service center". The closest service center to my location is 40 miles away. I drove there on April 22nd and dropped off my sprayer. I called the service center again two weeks later to check status and they said they still haven't looked at it. I called again today, May 15th, and they still haven't looked at it and said they "might" look at it next week. I'm now 3 weeks into the "warranty" process and NOTHING has been done. I called ***** again today, waiting on hold for an hour and a half, and the rep said she could not help me. I'm out 30 dollars in gas, 5 hours in time between drive time and phone calls, and do not have a functional piece of equipment. This is BY FAR the worst warranty process and customer service I have EVER encountered.

  

  Business Response

  Date: 05/16/2024

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

  Customer Answer

  Date: 05/16/2024

  [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:05/13/2024

  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.

  To Whom It May Concern at BBB, I am writing to formally lodge a complaint regarding a recent purchase experience with a ***** lawn mower from **** ****** On May 17th of last year, I acquired the said product with the intention of utilizing it during the summer months. However, my experience has been marred by significant issues with the product. In March of this year, when attempting to use the lawn mower for yard maintenance, it became evident that the battery was malfunctioning. Despite multiple attempts to charge the battery, the charger consistently displayed an error message. Even after prolonged charging periods, the battery failed to hold any charge whatsoever. At the end of March, we initiated contact with the warranty service, and they agreed to provide a replacement battery, albeit with a waiting period of 4-6 weeks. In early May, we received the replacement battery, only to discover that it exhibited the same issues as the original one - it could not be charged and consistently displayed an error message. Upon contacting the warranty service again, we were informed that we would need to wait an additional 4-6 weeks for another replacement battery. This prolonged delay is unacceptable, especially considering that it is already mid-May. Waiting until June to address this issue is simply impractical, and furthermore, our confidence in both the company and its product has been severely diminished. As a result of the battery issues, we have incurred economic losses. We were compelled to hire individuals for yard maintenance due to the non-functioning lawn mower. Therefore, my request is for a full refund for the defective ***** lawn mower, as well as compensation for the expenses incurred in hiring individuals for yard maintenance on multiple occasions. We trust that BBB will address this matter promptly and ensure a satisfactory resolution. Sincerely, *******

  

  Business Response

  Date: 05/17/2024

  Hi. Thank you for speaking with us. As mentioned we are sending new battery and charger directly to you. 

• Initial Complaint

  Date:05/13/2024

  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 2700 PSI 1.1 GPM cold water corded Electric Pressure washer from **** ***** on 10.6.2023. Not even a year ago. This is my SECOND time using it. First time was to wash the car. And it had very light pressure. Well, today it was the same. Awful. Not getting up to pressure at all. Very unhappy that I purchased all the accessories for this. I should have stuck with *******  I am about to go to the better business buero about my experience. I spent 2 hours on hold. Someone finally answered. Said there was not a repair location near my zip code ****** *** and I can do a rapid repair online. And than she hung up. I went online, after SHE REGISTERED MY PRODUCT FOR ME KNOWING MY PRODUCT WAS A POWER WASHER…. Get to the end of the warranty claim to see power washers are not eligible for rapid repair. HOW am I supposed to use my warranty??? I spent over 600 and my product and am unable to use the warranty. I called back. Spoke to Jay, after another 45 minute wait, explained everything I just said in my email above. He transferred me to the escalation team…. Which was YET again another obscenely high wait time to speak to someone when I am already very upset with my experience. At this point in my journey, I would NEVER recommend ***** to anyone. As a matter of fact I would go to every **** ***** that sells them and literally tape my review on the product for all to see, while sitting my the ***** section in a lawn chair telling people how awful this company is. It is absolutely ridiculous that this is even happening. As a customer who purchased something with a warranty, and is trying to use it… this is unacceptable! My product does not work. It is not physically damaged at all. It just will NOT get up to pressure. And no, I know it is not my water supply because my ****** one works just fine. However I wanted to use ***** due to all the accessories I purchased for it. I am SO UPSET I spoke to Heidi from escalationsNo help Refund me Or send new product

  

  Business Response

  Date: 05/16/2024

  Hi. Thank you for speaking with us. As mentioned we are shipping a replacement pressure washer directly out to you. 

  

  Business Response

  Date: 05/16/2024

  Hi. Thank you for speaking with us. As mentioned we are shipping a replacement pressure washer directly out to you. 

  Customer Answer

  Date: 05/16/2024

  [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.  As long as I actually recieve the replacement and it works. 
  
  Regards,
  
  ****** ***********