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:10/24/2023

  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.

  Purchased a ***** 38 inch 100amp Riding Mower on 08/21/2021. The batteries have been diminished and can no longer handle cutting my lawn in one setting. I contacted ***** by phone and the customer service agent me that they only warranty their batteries for a year. He said I could purchase new batteries for approximately $1000 at **** *****. I asked if this was normal and would I need to replace the batteries every 2 years at a cost of $1000 and he said more than likely. He told me that the lawn mower is not efficient and will cost me more to maintain than a gas engine mower. When I purchased this mower it was relatively new to the market and no information regarding battery life was available otherwise I would have not spent $2665 to purchase it but now I see that these type of mowers have the same battery issues and unfortunately learned that the hard way.

  

  Business Response

  Date: 11/13/2023

  Thank you for speaking with us last week. Please let us know if we can help with anything else in the future. 

  Customer Answer

  Date: 11/13/2023

  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:10/23/2023

  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.

  My riding electric lawnmower caught on fire with my 14 yo son riding it 7/2023. ***** has yet to have a safety inspector look at the lawnmower, have someone contact me in regards to replacing the lawnmower or compensation for the mower. The mower itself is sitting at a repair shop that ***** specifically told me to take it to when the incident happened which was over 3 months ago now! I've called ***** numerous times and no one can say anything except that a "safety report" has been generated for it.

  

  Business Response

  Date: 11/13/2023

  We are actively working through this process with you at the moment. Thank you for your patience and we look forward to having this resolved soon. 

• Initial Complaint

  Date:10/16/2023

  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.

  On 03/19/2022 I purchased a ***** 48V Brushless 30in. 50 Ah Battery Electric rear engine riding mower from **** *****. I paid $2,766.13 for the mower and it was delivered to my home. August 26th 2023 the mower stopped working. I contacted ***** on that day and they determined that one of the controller modules had stopped working and it was covered under the 3 year warranty. The nearest warranty center was over 1 hour and 45 minutes away and they would send a service tech to my house to fix the mower they would contact me that week to schedule it. The week went by with no call. I have called ***** every week for the last 7 weeks with no resolution. I get numerous excuses each time I call with the end result being "they will call you" with no call. It has cost me several hundreds of dollars to pay a lawn company to mow the lawn while ***** has done nothing to assist me.

  

  Business Response

  Date: 11/13/2023

  Thank you for speaking with us last week. We are going to continue to work towards getting you someone to assist you as soon as possible. 

  Customer Answer

  Date: 11/13/2023

  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:10/11/2023

  Type:Delivery 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.

  In June 2022 I bought a ***** self-propelled battery lawn mower. On 9/26/2023 the battery and charger were not working. Called company on 9/27/23 was told will replace battery and charger and that confirmation number, order number and tracking number available in 2 business days and delivery within 10-14 days. Called ***** on 10/02/23 was given a phone number to customer engagement that is disconnected. Called back and left a message. Received call back was told no tracking number available but was given order and confirmation numbers. 10/09/23 still no tracking number. Received voice mail that tracking number still not available need email for tracking number and that my order was sent over to Garden and will receive in another 10-14 days. Called ***** to verify, was told that item may not be in stock and was told that ONLY the battery was being replaced and not the charger. Was transferred to escalations - on hold for 30 min and hung up as I could not leave a message. 10/10/23 sent another email to ***** asking for refund as I am not getting any resolution, only the run around. Received email from ***** with tracking number that UPS has no record of and email states it is for the charger replacement - says NOTHING about the battery being replaced. So confusion - am I getting the battery and charger, just the battery or just the charger???? I am tired of all the lies, false information, waiting on hold for over a half- hour and not being able to speak with anyone. Not getting any where with *****. Very unreliable. I no longer want their product as it is way to hard for a 70 year old to get a resolution and get accurate and consistent answers. I am requesting a full refund of the price of the lawn mower and am willing return the original lawn mower as long as I receive a pre-paid shipping label along with my refund for the full price I paid. I am also asking for $75.00 if this is not resolved within the next 10 days, to have 1/4 ac lawn mowed.

  

  Business Response

  Date: 10/17/2023

  Thank you for speaking with us today. Sorry for the issue with the tracking information. Your new battery arrived on 10/12. Please let us know if there is anything else we can assist. with. 

  Customer Answer

  Date: 10/19/2023

  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:10/10/2023

  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.

  COMPANY REFUSED TO REPLACE BLOWER , REFUSED HONOR PRODUCE WARRANTY AND GIVEN RUN AROUND WITH NO CUSTOMER SERVICE HELP. .."***** "BLOWER"...MOTOR HOUSING UNIT FAN FAILURE STOP WORKING WHILE IN USE FRAGMENT BROKEN INSIDE MOTOR/ UNIT AND SEVERAL PIECES OF FAN BLADE BLEW OUT OF VENT (PHOTOS PROOF AVAILABLE) HIT ME IN THE FACE WHILE CLEANING UP CHURCH PARKING LOT...BLOWER TRIGGER HANDLE AND EXTENSION TUBE FELL APART AND UNABLE TO USED..I CALL AND SPOKE WITH "*****" REP "BRUCE" ON ABOUT 10/9/2023 @ 2:50 PM ET HE STATED THAT UNIT WAS STILL UNDER REPLACEMENT WARRANTY UNTIL 31st OCT. 2023 ...ID INFORMATION FOUND ON BLOWER.....***** "BLOWER" ********* - **************, 18V, (INFOR INSIDE ON FAN MOTOR) 2020-10-28.....NOTE: ***** BLOWER WAS PURCHASED AT "**** ****** *******, GA (********* RD. LOCATION AND CAN BE VERIFIED WITH STORE MANAGER)....WE RUN NONE PROFIT FOR DISABLE VETERANS AND WE USE PRODUCE TO KEEP OUR VETERANS BUSY WITH WORK PROJECTS AT VARIOUS LOCAL CHURCHES

  

  Business Response

  Date: 10/17/2023

  *****,

  We will be reaching out to you today to talk through this incident and to assist. Sorry for your frustration and we look forward to talking with you soon. 

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau: REQUEST REPLACEMENT BLOWER  AND  SHIP NEW BLOWER TO MY HOME ADDRESS ASAP: ***** ******* **** ******** DR. ******, GA 30288 
  
  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,
  
  ***** *******

  

  Business Response

  Date: 11/02/2023

  We have reached out to you to try to resolve this situation. Please reach back out when you have a moment. Thank you for your patience. 

  Customer Answer

  Date: 11/03/2023

  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. COMPANY REP SENT EMAIL TODAY 11/3/23 AND STATED THAT THEY WILL SHIP NEW BLOWER AT NO COST TO REPLACE BROKEN DEFECTIVE BLOWER. THANK YOU FOR YOUR SINCERELY REPLY WITH RESLOVING ISSUES. RESPECTFULLY, ***** *******(US. NAVY RET) 770-******** 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:10/09/2023

  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 purchased a ***** Handheld battery-powered leaf blower at Home Depot on 4/27/2022 (less than 18 months ago). The model # ********** * *** ** *** ***. It suddenly stopped working 3 weeks ago. I charged and recharged the batteries. I called ***** customer service and they gave me the name of the local service company (****** ****** ****** ** ******* **). I went to this center and was advised I would have my leaf blower back in 3 months. They were kind and professional, but they are very backed up with all kinds of repairs. We are entering leaf-blowing season and we need this blower everyday. I called back ***** and advised them I need a replacement asap, but they didn't give me this option. I see on BBB they have a terrible rating and would concur that you can't tell a customer to wait 3 months for a daily use tool. I request for the BBB to help me get an exchange so I can have a leaf blower next week.

  

  Business Response

  Date: 11/01/2023

  Than kyou for speaking with us a few weeks ago. We have sent you a replacement blower as a one time courtesy. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:10/05/2023

  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.

  Looking to get my ***** Impact Rated Driving Kit (40-Piece) and Multi-Material Drill and Drive Kit (300-Piece) replaced under its warranty seeing I got it a few month ago from my died mom as early bday gift I do t got a receipt and can’t get so hoping can replace seeing one of the screw bits r striped and and broke thank u

  

  Business Response

  Date: 10/17/2023

  We are resolving this issue for you as a one time courtesy. Thank you for reaching out to us. 

  Customer Answer

  Date: 10/18/2023

  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,
    U did resolve the problem because you never sent me the 300 piece drilling driver kit but did the kit that should’ve been warranty not the 40 piece kit so don’t say you resolve the problem when you didn’t send me the right kit and I’ll get my lawyer to deal with it if you don’t send me the right kit

  ****** ******

  

  Business Response

  Date: 11/01/2023

  Sorry if there is some confusion. We had already resolved this issue as a one time courtesy prior to you being contacted about your BBB Claim. Proof of purchase will be required for warranty support or replacements If there is anything else we can assist with in the future please let us know. 

  Customer Answer

  Date: 11/02/2023

  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 will send back what sent to get the right thing sent to me 
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/05/2023

  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.

  My ***** String Trimmer started to bend while trimming and get very hot at the connection point of the two shaft pieces. I emailed ***** on Aug 12 about problem and didn't hear back until Aug 21 (9 DAYS LATER). Response suggested working with one of their authorized service companies. I called the closest with no answer, left a message and no call back. Drove to address on ***** link and no business there. Called next closest service center and brought trimmer to service center on AUG 28, 50 MILES ONE WAY. I live outside ********* Tennessee and you would think a service center would be closer than 50 miles. Called service center about one week later and was told parts were on back order. On September I texted with ***** and was told needed parts were in and available to ship. I asked if parts were shipped to the service center and was told they could not tell me. I called service center and said parts should be coming. Called service center on Sept 20 and they said they were told parts were still on back order. I tried calling ***** on Sept 28 was on hold for 2HOURS and it came to the end of the day. On Oct 2 I tried to text with ***** and the response was Live Associates not available. Tried again Oct 4 and response first say Happy Labor Day we are closed for the holiday and Our live associates are currently unavailable. I have now been without a string trimmer for more that 50 DAYS drove 100 MILES ROUND TRIP to drop off trimmer. When I can get a response from ***** it differs from what service center gets. Parts on long back order and problems connecting with ***** personnel tells me there are a lot of tool problems they are dealing with which says something about the quality of their tools. Luckily I have a nice neighbor who lets me use his *** Trimmer which works extremely well and does not bend in the middle. MY ***** Trimmer: ******* *************

  

  Business Response

  Date: 10/17/2023

  Thank you for speaking to us last week. We are replacing your unit for you. 

  Customer Answer

  Date: 10/22/2023

  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:10/03/2023

  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.

  My ***** riding lawnmower has been under warranty repairs for two months with no resolution. Currently, I am being told that they cannot get the parts to complete repairs. After speaking with them directly, ***** has done nothing to help remedy this situation.

  

  Business Response

  Date: 11/01/2023

  Thank you for speaking with us a few weeks ago. The batteries should be on the way to the Service Center now. We have authorized the service center to deliver the mower back to you once completed. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:09/27/2023

  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.

  We purchased a power washer in June of this year we tried returning it back to **** ***** but they only give 30 days return they gave us the number of the manufacturer. I contacted the manufacturer and the person that I talked to name Miriam said that the only thing they can do is send it to a shop to be fixed. The shop is far from where we live I explained this to her but she seemed like she did not care, she said we can send you a label for you to ship it but not the box. Driving that far for this item is not worth it i don't think anyone will do that and It's not our fault that this item is defected only a couple of months after purchasing it. She said we cannot provide you with a refund or replacement until we see it I told her I can return it to the store but she said no. Like I mentioned the place is not close it's far from where we live and she also said she was not sure if they will take any items that were shipped to that store to be fixed. I need someone to contact me for a replacement or refund. Terrible customer service

  

  Business Response

  Date: 10/18/2023

  Thank you for speaking with us about your pressure washer. We are looking forward to hearing back from you with more details so we can assist further.