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:01/05/2024

  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 have 2 RIDGID Power Tools (cordless reciprocating saw and a jobmax power base) at one of RIDGID's recognized service centers. I am told that both tools require parts that are backordered with no estimated date of arrival. I have contacted RIDGID customer service several times and have recieved no assistance, I was told my only recourse was to wait 90 days and see if a replacement claim would be approved. It is unreasonable to have no ETA on replacement parts and expect me to wait 90+ days before having the service center apply for a replacement. The only reason I purchased RIDGID tools was because of their strong claim to the "best" warranty... Free parts, free service, is no good if it never gets fixed.

  

  Business Response

  Date: 01/05/2024

  Hi thank you for taking the time to talk with us today. As mentioned we are setting up a replacement for the tool with no parts availability. 

  Customer Answer

  Date: 01/05/2024

  [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:01/05/2024

  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 purchased a ***** 48 volt 42” cut, 100 Ah battery, electric 0 Turn riding lawnmower on June 20, 2022. Delivery date was supposed to be around July 6 but was not delivered until July 27, 2022. It was used about two months and stored for winter. In May of 2023, I started the lawnmower and when I engaged the blades, the blades completely stopped. I was advised by ***** to take it to their certified suggested repair place. Brought lawn mower to them and he had possession of lawn mower for two months but ***** couldn’t provide the proper test to service and after two months, I was provided another service center number which was almost two hour drive and repeatedly called service center and none of my calls were returned for quite some time. When service center called me back in July/August 2023, he stated I should bring lawnmower to him. this technician told me ***** would send parts in two weeks and he estimated he could repair in two weeks. About four weeks passed and no update from service center. Called repeatedly in October and November and service tech never returned my four calls in Nov. When he did call, he said he was swamped with snow mobiles and ATVs and to pick up my lawn mower. I would have picked up mower but ***** said they had the parts and would send a team out to help expedite the repairs. Again no word or resolution to repairs. Phoned ***** January 4, 2024 and asked for a refund or replacement asap since they cannot get my lawn mower serviced and repaired. The Customer Service for ***** is horrible and they have put my lawn mower on hold for almost eight months. I had to hire someone to cut my lawn since May 2023 and I still don’t have my money back or a replacement.

  

  Business Response

  Date: 01/05/2024

  Hi thank you for taking the time to speak with us today. As outlined we are having the needed parts shipped express for the repair and have our tech team set up an appointment. Please reach back out with any additional concerns.

  

  Business Response

  Date: 01/17/2024

  The parts have arrived and the service center is due to start repairs today.

• Initial Complaint

  Date:01/04/2024

  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.

  My tool is broken and the company refuses to repair or replace it. I registered my tool on 8/2021 the manufacturing DATE (2021-01-26) or serial number (**************) shows it still under warranty for three years. I would like to have it repaired or replaced.

  

  Business Response

  Date: 01/08/2024

  Thank you for taking the time to speak with us. As we spoke about we have a replacement auger ordered and on the way for you. 

• Initial Complaint

  Date:12/28/2023

  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 have a Ryobi leaf blower with a 3 year warranty. It stopped working after 2 years. I was told by the seller (**** *****) that I had to contact Ryobi directly. Their website just freezes and I can’t do anything with it. When I call the 1-800 number I have to hold for hours and no one ever picks up the phone.

  

  Business Response

  Date: 01/05/2024

  Hi we would love to connect and work out a resolution with you. However we have left voicemails and sent emails each day this week, If you will please reach back out by either means and we will gladly work with you to take care of this. 

• Initial Complaint

  Date:12/27/2023

  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 contacted Ryobi at Thanksgiving because my Ryobi drill/driver won’t hold drill bits anymore. On 11/28/2023 they replied that my product is under recall and they’d be sending ***** to bring a replacement and pick up the old one. Multiple promised pickups never happened and each time I replied to Ryobi’s emails to let them know. Finally on 12/21/2023 ***** picked up the unit, but it did not bring a replacement. I let Ryobi know, received no reply, told them again and received this reply: “Once the unit is received by the proper authorities, an order will be placed for you and you will receive a tracking number via email once the unit has shipped.” It is more than a month since I first contacted Ryobi, Ryobi has my old drill, I have no drill, and it is starting to appear as if no one at Ryobi has any intention of sending me the replacement. I am not sure who “the proper authorities” are, but they need to send me the replacement drill of the same level and quality (1/2”/13mm drill-driver, 2 speeds, etc.)

  

  Business Response

  Date: 12/27/2023

  Thank you for taking the time to speak with us to resolve this. As we spoke about we have a replacement drill driver ordered and on the way to you. 

  Customer Answer

  Date: 12/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. A great person contacted me from Ryobi:
  Kathy F*******
  Supervisor of Voice Support
  +1 ***** ********
  *****************************
  It was nice speaking to her by phone and instead of waiting for someone else to do their job who should have sent my replacement drill/driver long ago, Kathy, who leads teams at Ryobi, personally took care of getting the process rolling and told me which replacement product she would be sending. The only catch is that she cannot ship it herself; her shipping team must send it out to me and Kathy said that will not happen until at least January 2. Judging by what I experienced from a series of people at Ryobi for 5 weeks before I was lucky enough to work with Kathy, the only way I will know whether the product is sent out will be if it arrives in January.
  
  Instead of Accepting or Rejecting, may we leave this complaint open? I am hoping the replacement product will reach me by the middle of January and if so this matter will be closed. If not, I will likely have to contact Kathy to ask for further help. May we leave it open until mid-January?
  
  If you need to reach me to confirm, you may do so per my info below.
  
  Best regards,
  
  **** ******* *********************  ** ************
  

  Customer Answer

  Date: 01/03/2024

  Hello Cindy,

  
  

  Just received the replacement tool yesterday, so please consider this closed.

  
  

  Happy New Year to you and everyone there, and thank you for the help with this.

  
  

  Best regards,
  

  ****  *******

• Initial Complaint

  Date:12/26/2023

  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 own a Ryobi electric (corded) drill that I purchased from a **** ***** location. The drill is malfunctioning. I have attempted to call Ryobi about this to have the warranty honored, but Ryobi has been unresponsive and failed to answer their phones in a timely manner. There is only 1 Ryobi repair location near-by about 30 miles away, and they do not service electric drills. I sent a letter to Ryobi's corporate office about this on 10/30/2023, but Ryobi failed to respond. At this time, I request a meaningful resolution to this matter.

  

  Business Response

  Date: 01/02/2024

  Thank you for taking the time to speak with us today. As stated in the conversation we have a replacement drill ordered and on the way to you. 

  Customer Answer

  Date: 01/03/2024

  [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:12/26/2023

  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.

  The life time agreement is a scam because Ridgid will find the worst shop in your city to send there to get your tool fixed and when you show up to leave you $400 tool to be just looked at for warranty then the shop owner will demand a deposit and diagnosis fees that you might get refunded back if Ridgid agree to service the tool for you. This would of been ok if it was stated in the life service agreement but IT IS NOT and was never the case in the past when I had other tools serviced 7 months ago. There seem to be changes in the policy after I have already purchased it and registered my tools. Ridgid said the will not do anything about it and basically told me to pound salt... I have $5000 invested in tools that are registered with Ridgid for an imaginary life service agreement that is no longer honored and seem to be changing all the time. This leaves as a small business and contractor suffering a huge lost after investing lots of money in the so called life service agreement LSA. This is a warning to all hard working contractors. I will be uploading pictures of the respond from Ridgid on my business social media so you can see the proof yourself, You will find it on facebook and instagram just search Ridgid LSA changing policy, I will be also making a youtube video about it. Happy new year to all honest and hard working people out there!

  

  Business Response

  Date: 01/04/2024

  TTI denies *** ******** request for $5,000. *** ******** complaint concerns a single product for which TTI has already replaced the product. The $5,000 request is based on products that are currently in good working condition and *** ****** has issued no complaints for such products. TTI cannot offer monetary compensation for events that he speculates may happen in the future. Regarding the LSA allegation, TTI has not changed any policy and will continue to service *** ******** products pursuant to the terms and conditions of the LSA program. 

• Initial Complaint

  Date:12/26/2023

  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 ***** 75ah 48" Zero Turn Riding Mower in March of 2021 for over $4,000. By the next season, ***** replaced the batteries. By the next season, the replaced batteries were also dead. ***** has said there's nothing anyone can do except me by more batteries. The mower has less than 125 hours on it. Currently not worth more $50 in scrap.

  

  Business Response

  Date: 01/05/2024

  Hi thank you for taking the time to speak with us today. As outlined we are having the needed parts shipped express for the repair and have our tech team set up an appointment. Please reach back out with any additional concerns. 

  

  Business Response

  Date: 01/18/2024

  Hi. Our internal repair team is scheduled to travel to the service center to address and finalize repairs 1/18/2024

  Customer Answer

  Date: 01/18/2024

  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. 
  

  Bring a new charger, too. 

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

• Initial Complaint

  Date:12/19/2023

  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! I've been waiting for Ryobi to replace a defective **** battery charger for almost 5 months. (Since July 29th, 2023) I dropped off defective **** charger at a Ryobi authorized representative (******* **** ********* **** ****** ******* ****** (contact;Ray-A*** whom said it would probably take 3 to 5 weeks as Ryobi is running "Way Way Way" behind. After about 4 weeks I started stopping in or calling once a week. Eventually ******* Service center said Ryobi was going to send me a new unit as they could not fix the one I brought in. At about 4 months (11-16-23) I called Ryobi directly and a nice lady (Janice) confirmed Ryobi had all intentions of sending me a new unit but they were "on backorder". Apparently Ryobi Uses a company named "*******" to fill their orders for their service centers. ******This unit has been on backorder and will continue to be on backorder as Ryobi NO LONGER MAKES THIS MODEL NUMBER. THEY HAVE REPLACED THE **** WITH A VERY SIMILAR UNIT ******* Now I am waiting eternally for someone at Ryobi or "*******" to figure out that they no longer make the **** and will need to replace all the pending backorders for this item with the ****** which is basically the same thing! Apparently there are multiple victims (people waiting) for Ryobi to figure out this lack of proficiency. I'm sure if I don't take some kind of action that this issue will never be fixed. ***** *****  Customer I.D. # ********** Claim # ******** 

  

  Business Response

  Date: 12/20/2023

  Hi. Thank you for taking the time to speak with us yesterday. We have an order placed for a replacement charger to be sent to you. 

  Customer Answer

  Date: 12/21/2023

  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.]

  They said they would ship me a new charger but it has not arrived so I cannot assume they will do what they said. 

  Also would not compensate me in any way for my sigificant time and effort spent on this matter. Was told they don't do that for anyone including their employees. This is a game changer for me as it has been 5 month of inconvenience and hassle and I get nothing 

  Felt unappreciated for pointing out a corporate disconnect in their company that probably was affecting a significant amount of people. 

  They said they would extend the warranty on the new unit when/if I receive it if I email my serial number to them after receipt of replacement item.

  Very hurried to get me off of the phone. Felt unappreciated 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 01/04/2024

  Hi Ralph according to the Fedex tracking number ************. Your order arrived at your home on 12/23/2023.
  
  
  

  Customer Answer

  Date: 01/07/2024

  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 had not received the charger as of the last communication with the BBB. (I must be talking to 2 or more people at Ryobi.) When I talked to Kathy F******* (Supervisor of Voice Support TTI Consumer Power Tools, Inc.Telephone: ***** *** * **** Email: ****************************** She told me to send me the serial number for the charger when I received it so she could verify the 3 year warranty. I did receive the charger and sent Kathy F******* an Email on 12-31-23 with that information (an actual picture of the new charger) and am awaiting a response from her. Once I receive verification from Ms. F******* of the 3 year warranty all I am waiting for is the compensation for my time as requested in the original complaint. Maybe TTI/Ryobi should just allow one person to talk to customers so these additional disconnects do not happen.

  Thanks

  Best Regards!

  ***** *****

  
  

• Initial Complaint

  Date:12/05/2023

  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, at separate times Ryobi tools and batteries. I own about 25 or so of their tools and a bunch of batteries. One of those tools and 2 batteries died over the last few months, and getting through to their phone line is IMPOSSIBLE, I have been on hold for 5 hours several times. Their online chat is a bot and there is no way to get to a person. I finally took my tool and batteries to a **** ****** store, the same company owns both places, and they are not able to exchange the stuff. The drill tried to catch fire, one of the batteries did as well, and the other just failed, it will not take a charge. I am stuck with them, I can't exchange them, I can't get a person, and there is also no way to register new tools on the website, and you are not able to exchange unregistered tools. They have quite a racket going.

  

  Business Response

  Date: 12/12/2023

  ***,

  I am sorry for the frustration you have experienced. It appears you have two items going through our Rapid Repair Process and we just placed a separate order for you last week on a battery. Is there anything else we can assist you with at the moment?