Important information
- Customer Complaint:On 03/13/2025, the business contacted BBB and provided the following statement for its customers:
"If you are contacting us in regard to the RYOBI mower recall, please understand that they are working to get your claim resolved. RYOBI is working to get your order processed as soon as possible. If you have been in contact with RYOBI and received an order acknowledgement, no further action is required. However, please allow an additional 2-4 weeks for your replacement to be delivered."
Complaints
Customer Complaints Summary
- 404 total complaints in the last 3 years.
- 179 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/30/2023
Type: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 am a disabled senior. I need accommodation under the ********* **** ************ **** I do not use a phone. I put 555 555-5555 on the form b/c the website would not let me proceed without a phone number. 555 555-5555 is the universal number for people without phones. Obviously do not call me there. You can reach me on email. Your website says my email address is invalid when I try to sign up for an account. This statement is ridiculous. I get about 200 emails daily. I am unable to call you for as I stated I am disabled. Therefore, I have asked BBB for help in making this inquiry. Consider this a request for help from a customer rather than a "complaint." Some of our Ryobi tools have been stolen. We have not used them in years for we had people working for us. They are teal blue colored. The charger and battery have been stolen, amongst other things. I found a drill, small circular saw, flashlight, and recumbent saw. Can you email me manuals? Your tools are now yellow. Are they backwards compatible with our tools? We are also interested in a weed wacker and leaf blower. Do you make these tools and would their batteries be compatible with the tools we have?
Business Response
Date: 11/30/2023
We will have someone reach out to you via email to start a conversation. Thank you for your patience.Customer Answer
Date: 12/26/2023
Dear Ms. R*****,Your email yesterday closed my inquiry to Ryobi. It mentioned that you think I did not respond to an earlier communication. I did not receive such an email from you. I have been in touch with Ryobi and they took care of my tech support needs. Thanks for your help.Happy Holidays!Initial Complaint
Date:11/30/2023
Type: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 ***** 3200 pressure washer from Home Depot on 5/1/2022 and I used it once to clean some dried paint from my driveway.The second time I used it to wash the siding on my home and it ran fine for about five minutes and it blew up.Something was definitely burning in the motor and it was smoking.So I called ***** customer service on 5/19/2023 and they gave me an address to drop it off to which was one hour drive for me one way.So I drop it off to this small motor repair shop that has no name,and the guy says to me,see you in three weeks.So I’ve called the guy numerous times and he either tells me he will call me when it’s ready,or tells me he’s still waiting for the part.I still do not have my $339.00 pressure washer.Ive called ***** numerous times,and they either hang up on me or no one answers.Customer Answer
Date: 11/30/2023
I do not have the original receipt but I did call the **** ***** credit card company and they are sending me the receipt in 7-10 business days.So I got online and am sending you the credit card purchase.Business Response
Date: 12/13/2023
Thank you for speaking with us yesterday and helping us get to the bottom of the issue. We are replacing the unit. You should be receiving your new pressure washer within a couple weeks. The holidays might slow the shipment down. Please let us know if we can help with anything else.Initial Complaint
Date:11/29/2023
Type: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.
***** brushless trimmer was purchased 5/26/22 and is still covered by warranty. Nothing was done that would void the warranty and the tool is undamaged. Purchase price was $199. The trimmer's motor has failed. ***** refuses to replace the trimmer and says it must be shipped to the mainland US from Hawaii for service. The quotes for shipping are almost equal to the cost of the tool and ***** will not reimburse for shipping costs. This same problem would occur for any of the many ***** tools that are sold in Hawaii. Clearly ***** has no intention of honoring their warranty in Hawaii & has structured their policies to prevent customers receiving reasonable warranty service.Business Response
Date: 12/08/2023
Thank you for speaking with us. You should be receiving your replacement trimmer soon.Initial Complaint
Date:11/27/2023
Type: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 looking to get my. ONE+ 18V Cordless 3/8 in. Drill/Driver Kit with 21-Piece Accessory Kit, 1.5 Ah Battery, and Charger Warranted seeing the drill won’t work and the I tryed the batt in my other tools it works but bexcaise was Black Friday deals thing they told they can’t take it back to go to us about it so looking for us to send a new one or new kit here’s the info u need on it Serial Number ************** Manufacture Date 2023-08-06 Warranty Period 3-Year Warranty Warranty to expire 2026-08-06Business Response
Date: 11/28/2023
Good to hear from you again. If you need something repaired please use our new automated service. We will be glad to get you up and running again. Please be sure to register the models prior to taking them through the process. The link is below.
***********************************************
Customer Answer
Date: 11/28/2023
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.
Regards,
I all ready registered it u would see that if u looked up my account and I want us to replace I don’t want a repair seeing the drill don’t work and as of today battery from is over heating back and I was told it is smoking so u need to replace it all not repair it seeing there’s a lot wrong it and my lawyer says I am in the right asking for replacement and not a repair seeing all the problems it’s have me and my lawyer r documenting and have documented
****** ******Business Response
Date: 11/30/2023
We can send you a shipping label to get the tool / kit back to us with a copy of receipt for our team to review the issue. Once we receive it, We will send you a replacement. Please let us know if this is acceptable.Customer Answer
Date: 11/30/2023
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.
Like my lawyer said to tell with how meny problems I am having with the tool and battery and kit us need send a replacement or we will take us to court and u will lose because the phone call recordings We got of you guys hanging up on me and treating me like crap when I’m trying to file a warranty and stuff like that so we got enough evidence from what my lawyer said to take it to court and you owe me more than just I’ll replacement. My Lawyer is not playing no more. He told me to tell you to send me a replacement kit or we’re taking u to court that’s it ur only option my lawyer told to tell u u have is to send me a replacement or deal with him In a legal way way
Regards,
****** ******Business Response
Date: 12/08/2023
Please see attached shipping label. We will get this resolved as soon as it arrives.Customer Answer
Date: 12/08/2023
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.
Regards,
I shipped them out some thing befor and never received nothing and that was a few years when I went throw **** ***** to send to be repaired and got got it back and can prove it witch y when send my replacement I send the broken one back
****** ******Initial Complaint
Date:11/27/2023
Type: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.
TTi is the ***** brand warranty and repair contractor. They have caused a significant delay in my repair request as their warranty department has not ordered the replacement parts. I am requesting that this process is expedited. Claim # ********Business Response
Date: 11/28/2023
It appears from the claim information provided from the Service Center the tool was returned to you on 10/7/23 repaired. Please advise if this is incorrect.
Is everything operating as it should?
Customer Answer
Date: 12/03/2023
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.
I have not received my tool as indicated by the company. I have been waiting over 3 months for my tool to be repaired and returned.
Regards,
****** *******Business Response
Date: 12/08/2023
Sorry for the frustration. Appears the items arrived on Wednesday. Please let us know if we can help with anything else.
Fed Ex Tracking: ************
Customer Answer
Date: 12/11/2023
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:11/27/2023
Type: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 40V battery that is under warranty that has stopped working. It appears as though it will not charge. The website hasn't allowed me to change my address so that I can go through the claims process. I have not been able to reach the company. Through the website I tried to chat with someone and can only get the BOT. According to the website representatives should be available to chat online now but they are not there. I am hoping to have a new battery sent to me.Business Response
Date: 11/28/2023
I have updated your address in your file. You should be able to process your claim without issue. Please let us know if there is anything else we can assist with in the future.
***********************************************
Initial Complaint
Date:11/15/2023
Type: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 ***** **** Inflator pump on March 21st, 2023. Used it a couple of times to top off my car tires. Six months after purchasing the pump it started violently smoking during a tire fill. I shut the unit off and noticed the pump was very hot. The tool did not work again. Total failure. I filed a warranty claim but was told that since it was not purchased at **** ***** the warranty was not valid. I looked at the warranty and there is no place in the document that says it needs to be purchased at a **** ***** or directly from *****. The warranty document states "This warranty applies only to the original purchaser at retail". There is no language specifying "authorized dealer", **** ***** or *****. I own many ***** tools and always register them upon purchase. I was told by ***** Customer Service that registering doesn't matter for warranty claims. Essentially the online registration is meaningless. What a waste of time. Took forever to even get a response from their customer service. This is last time I purchase a *****, ********* or Techtronic Industries Power Equipment tool.Business Response
Date: 11/28/2023
If it was purchased through an Auction house it is not covered by the original warranty. I would provide you a one time courtesy and replace this one time. Please be aware that our warranty only covers the original purchase and purchasing it second hand does not include a warranty.
Please share the model number and serial number and I will process a replacement as a one time courtesy.
Customer Answer
Date: 12/07/2023
Brianna,
Please reopen the case and relay my response to the business as follows:
*** *******
------------------------------
------------------------------ ------------------------------ ----------------------- I will accept your offer on November 28th, 2023 to replace the defective tool, This will close the case satisfactorily.
Model Number: **** Serial Number: ***************
Shipping:
***** ******* **** * ***** *** ******** ** ***** ****** ***************Please note: This tool was purchased new in box with full documentation. I suggest you modify your warranty language to state "authorized retailer". The current warranty language is not specific.
Business Response
Date: 12/12/2023
Order was placed today. You should see it 10-14 Business Days.Customer Answer
Date: 12/12/2023
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. They have shipped a replacement unit today,
Regards,
***** *******Initial Complaint
Date:11/13/2023
Type: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 lawn mower from **** ***** on April 14, 2022. at that time, it was for every now and then and truthfully, I hardly used it since we hired a company to do our yard. When I started using the mower this year, a piece broke off and also I noticed that the battery barely lasts through about half my small yard. I made many attempts to reach out to ***** and they directed me to ****** Outdoor Power. I brought my mower there for service, on June 4, 2023. After several weeks, I was informed that the piece that broke was connected to the body, so they would warranty the mower and send a new one out to the service center. I have made numerous attempts with ****** Outdoor Power, **** ***** and *****, but to this day, I still do not have a mower. They are impossible to reach and have terrible response time and customer service. The service center claims to have the same issue, as do many. It is a horrible product with horrible service and at this stage, I would like a refund. If that is no feasible, I should get a brand new mower as promised with a new battery and an extension of warranty for the time my mower was tied up. It is unrealistic to not have an almost new product for over five months. **** ***** seems to think they have discontinued this particular model.Business Response
Date: 12/04/2023
Thank you for reaching back out to us. We have placed an order to replace that mower. Please let us know if we can help you with anything else in the future.Customer Answer
Date: 12/06/2023
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.I would much prefer that the purchase price for the lawnmower was returned to me and I can purchase something more reliable and from a company easier to deal with. If that is not the case and they are sending me a new mower, I would like to see it happen first, then examine it and be assured it is at least the equivalent or better than what I had.
Also, there was no mention as to whether I will have a full warranty on the new unit or if it will come with a new battery, as did the old one.
Once this all happens and only when I am satisfied about this, then I will consider closing the case. They have been promising me this since June, so I am still not convinced.
Regards,
**** ********Business Response
Date: 12/12/2023
****,
Looks like this arrived on Friday. Please let us know if we can help with anything else.
FedEx Tracking: ************
Customer Answer
Date: 12/13/2023
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:11/13/2023
Type: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 mower (Serial **************) that began having issues within a few months. Customer service walked me through some possible fixes, but none resolved the issues fully. When the mower completely quit working, CS told me I'd have to take it to an authorized repair center to begin a warranty claim. After CS directed me to two different shops that do not even work with *****, I was able to get an appointment with a place 45 minutes away. I took the mower in on June 30th, and have heard absolutely nothing from the shop since. I have called, and I'm always told "I'm waiting on parts," so I started reaching out to ***** CS for updates. ***** told me they would have a repair completed or warranty replacement authorized within 90 days. CS was mostly helpful, contacting the shop for updates, but could not provide any further detail. Just before 90 days passed, they did tell me that a Service ID had been issued (*****), which was the first sign of progress. However, since then, I have been unable to get any sort of update. In fact, the last few times, CS has told me they can't even find anything with my serial number in the system even though they previously could. It's been nearly 5 months of lawn care without my mower, and I am running out of patience. It is beginning to feel like no one is making any effort to resolve this issue.Business Response
Date: 12/04/2023
We are trying to reach out about this unit. There are some questions that have come up on who owns this unit while we were doing research. There is another name associated with this model and serial number. Please reach back out to the associate that has attempted to call earlier. Thank you for your help in this matter.Customer Answer
Date: 01/31/2024
I lost track of this message, but would like to acknowledge that I am now satisfied with the actions taken by the company. They have appropriately responded to my complaint. Is there a way for that to be noted on your site?Initial Complaint
Date:11/02/2023
Type: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 drill with 2 batteries have had several issues I have reached out VIA Email, Facebook, Text Chat, Phone Calls. I have spent 12 hrs + on hold trying to get through i have used facebook they responded and i was supposed to get a email never got it. Never got call backs this is ridicilous the batteries will not charge they are bad according to the charger. The text chat is supposed to be avaible Mon-Fri 9am-6pm EST i ask for agent at 3pm CST and no one is avaible. Pretty convient 38 bad reviews here and cant reach ANY customer support I want replacement batteries im tired of wasting my time on hold or waiting for call backs.Business Response
Date: 11/28/2023
I am sorry for the frustration you experienced. We are glad we were able to speak with you on 11/10. We have replaced your two batteries. Please let us know if we can help with anything else.
Customer Answer
Date: 11/28/2023
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,
****** *********
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