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:09/22/2023

  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 filed a warranty claim for my **** vacuum on 6/14 (claim #*******). I was originally told they would send a replacement within 2 weeks. After a month of not receiving the product, I checked back with them and they said it was out of stock and would send a refund within 2 weeks. I have checked back a few times after that. The last check in was 5 weeks ago and they said it would take 4-6 weeks. I checked in today and they said 6-8 weeks for a refund. I am getting the run around.

  

  Business Response

  Date: 10/17/2023

  We have tried to reach out to you on 10/11 to help in this matter. Please let us know how we can help. 

• Initial Complaint

  Date:09/22/2023

  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 lawn mower that I used twice and it stopped working.since it was bought within 6 months took to a repair shop in may to get fixed. They diagnosed and is awaiting parts. It has been since May and nothing has been done to fix this machine. The repair shop claims they are not getting g the parts they need to fix and ryobi claims they need the repair shop to put in a claim. Both places put blame on each other and I am the one losing out. I am a single mom and have been paying to get my lawn cut bi-weekly and can’t afford to do so anymore. I just want my lawn mower fixed or given me credit to get a new one.

  

  Business Response

  Date: 10/17/2023

  We are sorry for the frustration during this process. We have placed an order to replace your mower. Please let us know if there is anything else we can do to assist in the future. 

• Initial Complaint

  Date:09/20/2023

  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 a ***** electric pressure washer from **** ***** during the spring of 2023. I have used it twice, once on my driveway and once to do my house. I have kept it stored neatly in my garage with other equipment. I'm very neat and organized. I brought it into today to clean my grill and nothing. It makes a small sound right when I plug it in then nothing. There is a green light on the inside gfi. I have tried multiple outlets and resetting the gfi. I'm filing a BBB because ***** has limited customer service hours and I know this will eventually be a fight with the company. I have read the reviews. Its not unrealistic for me to expect a tool that cost 200 plus dollars to last more than 2 uses. Please correct this issue.

  

  Business Response

  Date: 10/17/2023

  Thank you for speaking with us last week. You informed us that this situation has been resolved. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:09/14/2023

  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 need a replacement battery from these people! The battery I have broke on me. It will not charge anymore. The serial number is **************  They don’t answer the phones. They force you to chat with a bot online and you end up not getting anything done! How about we get this done. Thanks!

  Customer Answer

  Date: 09/16/2023

  Unfortunately, I don’t have the receipt. **** ***** told me to contact company (*****), and they would send me a replacement battery. On the back of the battery in the picture I sent you , you can see the serial number, which shows the date of 9/5/21.    ***** supposedly has a three year warranty on batteries. The picture should do as proof of purchase. Thanks!

  Customer Answer

  Date: 09/22/2023

  The company reached out to me today via a phone call and resolved the issue by ordering me a replacement battery free of charge. I wish to withdraw my complaint. Thanks. 

• Initial Complaint

  Date:09/12/2023

  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 March 04, 2023 I bought a ***** pressure washer machine from **** ****. I paid $319.93 I used it one time. AGAIN I USED IT ONE TIME. The 2nd time i went to use it it did not turn on. I am 76 years old. I had my son in law who is a maintaince worker by trade look at it. He stated the reset switch does not work. I WANT A REFUND. I bought it brand new and only used it once. I called ***** who is hard to contact. When I call by phone the wait time is all day and also they want me to bring to a service center. The unit is heavy and when I bought it to the service center they told me it will take 3 months or more to fix. unacceptable for a new purchase. I WANT MY MONEY BACK NOW. this company is not making quality products.

  

  Business Response

  Date: 10/11/2023

  Thank you for speaking with us. We have processed a refund. Please let us know if we can help with anything else in the future. . 

  

  Business Response

  Date: 11/01/2023

  Thank you for your patience. Please let us know if we can help with anything else. 

  Customer Answer

  Date: 11/02/2023

  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:09/12/2023

  Type:Delivery 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 lifetime service agreement that includes batteries, tried multiple times to file claim to replace failed 12V battery ****** (Model *********). filed claim online on 4/12, 7/19 and tried to chat with service on 8/18 (unable to use chat) so I emailed support. I have not received the replacement battery or ANY communication since my first request in April..

  

  Business Response

  Date: 10/17/2023

  Sorry for the frustration with this process. Since our automated orders did not process we have processed them manually. We have reached out to you with this information as well. Please let us know if we can help any anything else. 

• Initial Complaint

  Date:09/12/2023

  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 **** Tool 40 volt electric lawnmower. It worked well for 2 weeks and then stopped working. I attempted all the suggested fixes, to no avail. I tried taking it to the local service provider listed on their site. The listed company informed me they were no longer servicing the electric mowers since **** failed to provide them with support and training. The next closest provider is a state away. I complained to *******, where I purchased the item. They attempted contacting **** customer service but were unsuccessful. I continued trying and after weeks of calling and emailing, I spoke with a rep. who understood and suggested mailing the lawnmower back to **** for service or replacement. As requested, I provided the serial number by email and awaited for the ***** label I was told would be sent. It’s been 4 weeks and I haven’t had a response and unable to access further help. I am simply seeking a repair or replacement for this $400 lawnmower.

  Customer Answer

  Date: 10/04/2023

  I still do not have a resolution or been contacted by **** regarding the lawn mower I *****ed to the service center in MD.   I personally paid $65 to package the item.   
  

  Please find attached the the latest message I sent, after sending the item using their shipping label. The receipt are attached. 
  

   

  

  Business Response

  Date: 10/17/2023

  We have been in touch and are working with the service center to assist in this process. Thank you for reaching out. 

  Customer Answer

  Date: 10/18/2023

  I received calls from their customer service office.  Clearly, your assitance, attention and action on my behalf regarding this issue is creating movement in the right direction.  While the new representatives are providing very good service and attempting to finalize my case. I still have not received a working electric lawn mower or date for resolution from the service center.  I appreciate your continued help and impressed with the incremental results achieved with BBB’s assistance.  Thank you. 

  Customer Answer

  Date: 10/18/2023

  While I’ve received very good response thanks to BBB I’m still waiting for a resolution to my lawn mower replacement. 

  Customer Answer

  Date: 10/31/2023

  With your assistance, this matter is finally resolved.
  
  I was sent an updated version of the  product and it works well.  I tested the lawn mower and works as intend. 
  
  With your help, the company immediately contacted me and provided exceptional customer service from troubleshooting the issue to final resolution-
  
  Case closed!
  
  Thank you,
  
  **** ******* *** **** ***

• Initial Complaint

  Date:09/06/2023

  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.

  Dear BBB, I have purchased the ***** brand of products, over the last 2 years, from **** *****, which is owned by **** *****. That consists of an expanded tool which holds the battery, and upon which I can attach many different attachments to it that serve a myriad of different functions in the landscaping and maintenance field. I've tried to use my tool that holds the battery and can attach to the other attachments, but when I engage the trigger, a long beep happens as long as the trigger is engaged. When I let go, the tone and stops. I contacted **** *****, which normally does repair on ***** products, and for some reason, even though this company is owned by **** *****, they do not repair ***** products any longer period I contacted *****, and they said they didn't know what was wrong with my product, but that I should contact one of the two service centers in the area. One of the service centers does not service this type of ***** product. The second service center requires the receipt. I do not have the receipt from two years ago, and ***** told me that i could just go down as it is within warranty. This other local company would not even look at the serial number and find out if it's still in warranty. I've contacted the phone number and have been waiting on hold for an hour plus at this point. The text phone number is not helping me. I don't know what to do. I should have never bought this product. I only bought *****, because it was owned by **** *****, and therefore I felt that ***** would stand by this product. ***** needs to return all the monies I've paid for these ***** products, and direct me toward one that it has a reliable warranty and Technical Support department. Please when contacting me provide your full name, direct phone number, direct e-mail address, the hours you're available, and the best time to reach you. Thank you.

  

  Business Response

  Date: 11/01/2023

  Thank you for speaking with us a few weeks ago. We know **** ***** swapped your unit out, but we have processed a battery and charger to try to make up for the hassle you have experienced. Please let us know if we can help with anything else. 

  

  Business Response

  Date: 11/01/2023

  Thank you for speaking with us a few weeks ago. We know **** ***** swapped your unit out, but we have processed a battery and charger to try to make up for the hassle you have experienced. Please let us know if we can help with anything else. 

  

  Business Response

  Date: 11/01/2023

  Thank you for speaking with us a few weeks ago. We know **** ***** swapped your unit out, but we have processed a battery and charger to try to make up for the hassle you have experienced. Please let us know if we can help with anything else. 

  

  Business Response

  Date: 11/01/2023

  Thank you for speaking with us a few weeks ago. We know **** ***** swapped your unit out, but we have processed a battery and charger to try to make up for the hassle you have experienced. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:09/06/2023

  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 an electric ***** lawn mower in may 2022 with a 3 year warranty. We paid almost $600. In August of 2023 it suddenly stopped working and won't start at all. After weeks of trying to get resolved by email, phone, chat, text, and social media and countless hours, the only option presented to me was to bring it to the "approved" closest center that services electric mowers. This is in Wisconsin which is over 5 hours driving one way OR at my expense, package and ship an entire lawn mower to that service center which would cost $100+. Neither of those are reasonable options basically making the warranty useless. A big factor in paying that much for a mower was the assurance that we had a warranty for 3 years. Company has refused to make it right and ignores the majority of my attempts to reach out and get this resolved.

  

  Business Response

  Date: 09/22/2023

  Thank you for speaking with us. We are in process of picking your unit up and replacing it. We are sorry for your frustration and please let us know if we can help with anything in the future. 

• Initial Complaint

  Date:09/05/2023

  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 purchased a lifetime warranty ridgid impact driver and 6ah battery at **** *****. I registered the warranty with ******. The tool was defective and I followed the procedure to get it repaired or replaced. When I received the impact driver back it had been repaired. I used it first time and it shorted out and melted to the new ****** battery. I contacted ****** 2 weeks ago; they wanted me to mail a melted lithium battery and tool to them. I told them this is illegal to mail. I have sent pictures and numerous emails with no resolution. ****** was a flawed fake advertising of lifetime warranty and won’t honor it.

  Customer Answer

  Date: 09/05/2023

  Hello! Here is the receipt and on ****** website it shows the tools are registered for the lifetime warranty. Also is included a chat where agent for ****** kept asking me to mail it though it’s a fire hazard and against the law to mail hazardous items. Resolution requested it defective items replaced per the lifetime warranty (it is registered) as their warranty requirement. Thanks!

  

  Business Response

  Date: 09/22/2023

  Sorry for your frustration with this issue. We have replaced the unit. It looks like it was received on 9/15. Please let us know if we can help with anything else.