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:04/17/2024

  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.

  Dear Ryobi Customer Service, I am writing to express my disappointment with the handling of my recent warranty claim for the batteries of my Ryobi ride-on electric mower. On March 1st, 2024, I contacted your customer service to initiate a warranty claim for my mower's batteries, which were still under warranty. Despite assurances of a prompt resolution, it has now been over a month since my initial contact, and I have yet to receive the replacement batteries. This delay has significantly inconvenienced me, as I rely on my mower for maintaining my property. Without the functioning batteries, I am unable to use the mower effectively, which has hindered my ability to upkeep my lawn. I understand that delays can occur, but a month-long wait without any updates or resolution is unacceptable. I urge you to expedite the processing of my warranty claim and provide me with the replacement batteries as soon as possible. I appreciate your attention to this matter and expect a prompt resolution. Please contact me at your earliest convenience to confirm the status of my claim. Sincerely, *** ****

  

  Business Response

  Date: 04/18/2024

  Hi. After speaking with this service center the needed batteries have arrived and they will be installing this week. 

• Initial Complaint

  Date:04/16/2024

  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 RY401140 Electric push mower on 4/15/22 with an extended 3 year warranty option through Home Depot. In July of 2023 the mower lost power during a regular mow and would not turn back on. I have 4 batteries for the unit and none of them worked despite being full charged. I tested the batteries on my Ryobi snow blower and it worked fine. I initially tried to being the unit to Home Depot for repair/replacement and was told I had to go through a Ryobi repair center. I located the closest one about an hour from my home and dropped it off. It has now been 9 months since I dropped it off and I have been told it is still not done. I have repeatedly called the repair shop and have been told multiple things such as Ryobi is sending a new mower, parts are on back order, parts are being shipped, etc etc etc. I have called Ryobi a couple of times now and have gotten the parts are available answer please call your repair center again. I had to pay over $1,000 to a landscaper to do my lawn last year while I waited and now even 9 months later I still can't get a timeline on a mower repair and am likely looking at paying even more money out of pocket. I am beyond frustrated that my 3 year warranty purchase was apparently fake and i have paid twice what this mower is worth now and spent easily 5 hours on the phone trying to fix this. I would like to be refunded or have a replacement mower at this point. I have never experienced an issue with a Ryobi tool prior to this and own 15-20 Ryobi power tools/outdoor equipment pieces.

  

  Business Response

  Date: 04/24/2024

  Hi. Thank you for speaking with us. As mentioned the service center now has confirmed they have the part and will be installing. Please reach back out with any concerns or delays. 

  Customer Answer

  Date: 04/26/2024

  [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. 

  The folks who got in touch from Ryobi helped resolve the issue quickly and I appreciate their effort in getting this taken care of.

  
  Regards,
  
  ******** ******* 

• Initial Complaint

  Date:04/15/2024

  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.

  I called Ryobi customer service and asked for a warranty replacement. of a 4-amp 40-volt battery on 10-31-2023.The servicee rep said I qualified for a free replacement, and one would be sent to me. It never arrived so I again called on 12-06-2023 and was told one would be sent to me. It never arrived.I called again on 01-02-2024 and was told one would be sent but it never arrived. I called again on 02-04-2024 and spoke to Thomas and he said a bettery would be sent to me but it never came.I called on 04-08-2024 and was on hold for 1 hour 23 minutes and never got to speak to anyone.

  

  Business Response

  Date: 04/19/2024

  Hi. Thank you for speaking with us. As mentioned we have reorder the replacement battery and have it on the way to you. 

• Initial Complaint

  Date:04/15/2024

  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 am reaching out regarding ongoing challenges I've encountered with the Ryobi mower I purchased from your company. Despite multiple attempts to resolve the issue through your support team, I have yet to see improvement in the mower's performance, which consistently falls short of expectations. Despite following recommendations to replace and sharpen the blade, the problem persists. Specifically, the mower consistently misses blades of grass, requiring me to make multiple passes over the same areas for satisfactory results. Despite contacting a local service center as advised, they were unable to address the issue and indicated it may be a design flaw. Given the persistence of these issues, I am seeking prompt resolution. I am open to exploring potential solutions or, if necessary, arranging for a replacement mower that meets my expectations for performance and reliability. I am a satisfied owner of other Ryobi products such as drills and a snow blower, and I believe in the quality of your brand. However, I am currently facing significant inconvenience due to the mower's performance. Could you or someone from your team kindly assist me with this matter? For your reference, here are the details of my current Ryobi mower: Model Number: ************** Serial Number: ************** Thank you for your attention to this urgent matter.

  

  Business Response

  Date: 04/19/2024

  Hi thank you for speaking with us. We have a shipping label out to you and a service center to address the issues. Looks like they should receive it by Monday 4/22

• Initial Complaint

  Date:04/11/2024

  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 a Ryobi Mower on 3/17/24 from Home Deport. The Mower has a 5 year warranty while the two batteries have a 3 year warranty. The two batteries are no longer charging. The 1st and 3rd led lights on the batteries are solid, and not charging. I contacted Ryobi on March 18, 2024 for a repair or replacement. Ryobi customer service confirmed that a replacement order has been placed for me with the following: "I apologize for the delay. I see that another associate has already assisted you. Your order numbers are ******* and *******". I was informed to expect the replacement within 12 days. I contacted Ryobi again today (April 11, 2024) of non-receipt. Ryobi informed they have changed their approach to replacement. I need to register the product, and file a claim. My product model was not listed so I selected the closed product matching my model. I went ahead to register the product. Below is the information about the product in question. Ryobi Model: RY401015US Serial Number: KC21235C020167 (210506A) Battery 1: LT21105D040219 (Model:130612009DG9) Battery 2:LT21105D040220 (Model:130612009DG9) However, when I initiated the claim request, Ryobi told me my product is not eligible for repairs. I need a refund or replace of the batteries as they did promise. Thank you Kwame

  

  Business Response

  Date: 04/18/2024

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

  Customer Answer

  Date: 04/18/2024

  [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:04/11/2024

  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.

  We received some Hart Tools this Christmas as a gift, which included two power tools and two batteries. When we tried to charge them, the batteries appeared to be dead. Towards the middle of January, I reached out to Hart Tools via the customer service number, and was told that the batteries likely stopped working from sitting on the shelves too long. The lady who helped me was very kind, and offered to send two new batteries to our address. She let me know that it would take 8-10 business days for the batteries to actually ship out and arrive. The original order numbers she gave me were: #8627371 #8627378 I waited until the beginning of February before checking on the batteries. When I called, I was told they were in transfer. Once we reached the end of February, I called again, only to find out that the batteries were never shipped out. The man on the phone was nice, and told me that he would start a new order for me. I received the order numbers, but no tracking information. New order numbers are: #8730577 #8730584 We are now in April, and after calling again I was told that the batteries still have not been shipped. I gave them my address so I can be updated when they ship out, but have yet to receive an email. They have not given me an estimated date for when the product will ship out. Each time I call, I'm on hold for at least an hour. Although the representatives are nice, I'm given no information on when I'll receive my products.

  

  Business Response

  Date: 04/18/2024

  Hi. We would like to discuss this with you and resolve. We have left voicemail and email. Please respond back to either for further assistance. 

• Initial Complaint

  Date:04/11/2024

  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 have been trying for nearly a year to file a warranty claim against Hart. I purchase a line trimmer from ******* and last year after completion of the first spool, the trimmer stopped working, When I replaces the spool, the trimmer makes noise, but will not engage. it's like it's internally locked. The unit is under warranty, but here is the catch. Hart only provides support during business hours, Monday through Friday. The same hours I work, I tried calling one day on my lunch and could not get through. This is yard equipment and I’d assume 80% of users only use this gear on weekends, so why are these people unavailable at the peak time users would be reaching out. I tried to find contact information, but they have hidden all location and contact information. Since this is an exclusive ******* brand, I am asking ******* to replace thus defective unit with a new working unit and provide me with a full refund and I’ll buy a more reliable brand elsewhere. Since ******* tracks these purchases, they will see I bought a chainsaw, blower and additional batteries for this brand, so I am invested and to have a piece fail in less than a year does not leave me confident in my purchases.

  

  Business Response

  Date: 04/18/2024

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

  Customer Answer

  Date: 04/18/2024

  [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.  The good people of hart could not have been more mpathetic. They showed a level of care, service and support rarely seen these days and have completely restored my faith in their brand.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:04/09/2024

  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 5/6/2022 I ordered a brand new ***** 40v Cross-cut mower from ****** ***** online, Order number is **********. I used it that summer. When I got it out the next summer it would not work. The mower has a 5 year warranty from ***** whom is owned bi TTI (Techtronic Industries Power Equipment). I contacted ***** Customer Service. They told me to drop the mower off at a ***** Service Center. There was no service centers in Lincoln Nebraska. Which is a city of over 300,000 people. So I took it to ****** **** ****** in York Nebraska which is over an hour drive each way. My Mower, a 6AH 40v battery, and a charger were dropped off at ****** **** ****** on 6/5/2023. That's over 10 months ago. I had no use of my new mower last summer. Every time I have contacted ****** **** ****** they tell my ***** won't send the parts. I've wasted hours on the phone contacting ***** Customer Service. They refuse to help me. They take a complaint over the phone and I never hear back from them. This is the worst treatment I've ever received from a major corporation. I don't know what to do. Please help! Thanks

  

  Business Response

  Date: 04/16/2024

  Hi. We have sent a replacement directly to us. We have also left voicemail and email. Please respond back directly if you have any further questions. 

  Customer Answer

  Date: 04/17/2024

  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. 
  
  [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.]
  

   

   Although I appreciate them finally deciding to honor their warranty and replacing the mower.  It is unsatisfactory to me that it took ten months to do so and numerous complaints were ignored.  I spent approximately 10 hours of my own time waiting onhold on the phone.  Trying to speak with them and get help.  It is also unacceptable that I had to drive 1 hour each way At my own time and expense in an attempt to get them to fix the mower.  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/18/2024

  Hi. We would love to speak more with you. We have left voicemail and email to a direct contact. Please respond to either to discuss further. 

  Customer Answer

  Date: 04/19/2024

  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. 
  
  I wish I would have opened the lawnmower before responding.  I got a chance to open it tonight.  It is missing the  battery charger.  So I can't even test the lawn mower.  The batteries it came with are dead.  The box has clearly been opened before.  I believe this is used or refurbished.  And apparently not inspected as it was shipped without the charger.

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

  

  Business Response

  Date: 05/15/2024

  Hi. We have made attempts to call and email. Please respond to either so we can help resolve. Thank you

• Initial Complaint

  Date:04/05/2024

  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 bought a Rayobi pressure washer, used it once and then it didn't work anymore. I sent an email to them asking for the repair since it was under warranty. Without even checking the machine, they advised me to contact Honda, claiming that the problem was with the engine, including the model of my machine's engine that had a recall. So I took it to Honda assistance, they analyzed the machine and came to the conclusion that the problem was not with the engine, in fact the serial number of my machine was not included in the recall. Other than that I spent $47.50 for them to be able to check this! I passed all this information to Rayobi, they continued to insist and mention the recall, I asked if they were going to provide assistance for my machine or not, they no longer responded to my emails.

  

  Business Response

  Date: 04/10/2024

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

  Customer Answer

  Date: 04/10/2024

  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. 
  I would like to receive the tracking number for the machine replacement shipment, please.

  Regards,
  
  ****** ******* 

  

  Business Response

  Date: 04/18/2024

  Fedex tracking: ************

• Initial Complaint

  Date:04/01/2024

  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.

  on 07/22/2022, I purchased brand new Ryobi leaf blower and trimmer for personal use from Home Depot(Ryobi's exclusive dealer) that costed $348 including tax. After 2 uses and/or around October 2022, the trimmer wont turn on and the leaf blower started leaking gas from the hoses which could potentially set my house on fire. I remedied it by draining the gas, however, I was unable to bring up the issue until now due to personal and military-related matters. I am requesting a refund for the full amount that I paid as I deem these Techtronic Industries/TTI/Ryobi products unsafe to use and junk.

  

  Business Response

  Date: 04/05/2024

  Thank you for speaking with us. As discussed we are processing a refund check to be sent to you. 

  Customer Answer

  Date: 04/08/2024

  [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,
  
  ******* ********