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:08/31/2023

  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.

  File uploaded is original purchase info. I contacted ***** to resolve a warranty issue. My ***** 40V cordless mower was stopping. ***** provided me with ******** ******** *** ****** *** ****** ** *****, Phone: ************. I dropped my mower off complete with 2 40V batteries, charger and grass catcher. The person at that location told me ***** would send a truck to pick up the mower and exchange it for a replacement. I dropped the mower off about 2 months ago. Not hearing from ********, I contacted the service representative and received a run-around. I contacted ***** to follow up. The person I talked with at ***** provided me with their email address to follow up if I did not hear from ******** after a week. I followed up with ****************************. No answer was received from that person. Unfortunately I failed to get a receipt from ********. It turns out I facilitated their theft of my mower.

  

  Business Response

  Date: 09/07/2023

  *****,

  We have been in touch with the ASC that you have been working with recently. We are giving them instructions to get your unit resolved. Please be sure to pick up any batteries or chargers that the service center may have to use on your replacement mower. Thank you for your patience and have a great rest of the week.  

  

  Business Response

  Date: 09/07/2023

  *****,

  We have been in touch with the ASC that you have been working with recently. We are giving them instructions to get your unit resolved. Please be sure to pick up any batteries or chargers that the service center may have to use on your replacement mower. Thank you for your patience and have a great rest of the week.  

• Initial Complaint

  Date:08/30/2023

  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 a ***** ********** generator from **** *****. The generator stopped working and wouldn't start after 9 months. Contacted an authorized repair center and was told 3 week backlog. Just into the third week received a call informing me that ***** WOULD NOT be honoring their warranty. Their reason: "stale gas". This is a bold-faced lie. The unit saw routine use, and always used fresh gas. Additionally, the generator was used on a covered back porch with a tarp wrapped around it to prevent inclement weather from coming into contact with the unit. The generator was stored INSIDE when not in use. I was informed by the techinician that my generator couldn't be repaired even if I wanted to repair it. Reason? A very large number of parts for this generator are NOT AVAILABLE from *****. I asked the technician to clarify; are they on back-order? I was told no... ***** just doesn't make these parts available. I then said, "So, it seems like you're telling me that ***** engineered this generator to be unrepairable." The technician then told me, "pretty much." This is intolerable, further, it is consumer fraud. What a terrible company and product. Remedy: Full reimbursement of the purchase price paid ($740.94), including the non-refundable "diagnostic fee" I had to pay to the service center of $59.00, for a total of $799.94

  

  Business Response

  Date: 09/22/2023

  Thank you for speaking with us. Appears your generator will arrive on Monday. Once it arrives we will process your refund. Thank you for getting it back to us for our quality team to examine. 

  Customer Answer

  Date: 09/28/2023

  I received an email from the BBB portal the other day, and I had not responded yet due waiting on TTI Group.
  

  
  

  Since our last contact, where I supplied information that you requested regarding my grievance, I was initially contacted by a "Michael C******", who identified himself as "Sr. Voice Support Team Lead, Techtronic Industries Power Equipment".
  

  
  

  After several back and forth emails, I was offered a "one-time, courtesy replacement" of the generator in question. I replied that my grievance filed with the Better Business Bureau was for a remedy in the form of a refund. On September 15th I received a reply stating that TTI Group would have the generator picked up by *** **, and after receipt, would issue a refund. On Thursday the 22nd, *** ** picked up the generator. I emailed Mr. C****** for a tracking number so that I would be apprised of the generator's receipt at TTI Group. *** ** showed delivery of the generator on September 25th at 10:24 a.m. I emailed Mr. C****** on September 27th asking for an update, since the generator had been recieved two days prior. It is now September 28th, with still no reply from Mr. C****** or anyone else from TTI Group. And THIS is why I have not responded to the BBB portal query.
  

  
  

  I will not consider this matter "closed" until TTI Group makes good on its agreement to issue a refund on the purchase price that I paid.
  

  
  

  Please find screenshots of the email communications mentioned above.
  

  
  

  Sincerely,
  

  
  

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

• Initial Complaint

  Date:08/28/2023

  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 bought a ***** ******* from **** ***** 9/18/2020 for $2,279.05. In August of 2021, the mower stopped working. Since it was within the 1 year warranty, I brought the unit back to my local **** ***** for repair. Since they couldn't repair it in house, they shipped it out of state to the nearest repair center. This took two months. When the unit was returned, it had not been repaired and was still having the same issue. I contacted ***** again and was told to go to take it to a local repair center, not the **** *****. I took it there 10/14/21. After a few months the batteries were replaced. Now the mower is acting the same as it did before. On 7/22/23 the mower, after being charged for several days, stopped mowing. The machine still moves, but the blades stop spinning after a few seconds. The battery shows 100% charge. There are parts of the machine that are still covered by a 3 year manufacturer's warranty, but there are no service centers nearby. I contacted ***** and they said that they now have a mobile repair technician, but it has been over a month and I have heard nothing regarding when the repair technician will be able to come service my unit.

  

  Business Response

  Date: 09/07/2023

  Scott,

  Sorry for the delay in the process. We were able to speak to you yesterday and to let you know where we are in the process. We will have a member of the *** over to get your mower repaired. Please let us know if there is anything else we can do for you in this process. 

  Customer Answer

  Date: 09/08/2023

  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:08/28/2023

  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.

  Several months ago, my Garage Door Opener had a motor failure. I called the manufacturer because it was still covered under warranty. They stated that they no longer serviced it and they would refund my money. I have claim ********, but they still have not refunded the cost of my order. It was an online order and that order # is: **********

  

  Business Response

  Date: 09/06/2023

  We have in our system that a refund was sent to you in July. Let me track it down to see if we can reissue you one. I will update you. 

  Customer Answer

  Date: 09/06/2023

  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. 
  
  A refund in the amount of $127.07 was sent in July, but that was for the accessories only and you didn’t even include tax. You have failed to issue any refund for the actual garage door opener. The garage door opener failed and you promised to refund that purchase price which was $309.60. Please refund the purchase price of the garage door opener of $309.60 plus the tax you failed to pay on the accessories which was $10.48 for a grand total owed of $320.08. 
  
  Regards,
  
  ******** ******

  

  Business Response

  Date: 09/22/2023

  Sorry for the confusion. We have processed the second receipt you supplied and you should see that refund within the next 10-14 days. 

• Initial Complaint

  Date:08/23/2023

  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 have a ***** lawn mower ***********. I have had this mower for about 2 or 3 years recently the height adjuster broke and took the mower to a repair shop that ***** works with that was JULY 24,2023 as of today 8/23/2023 i currently do not have a lawn mower and have started to rack up a bill in renting a lawn mower. every time I call the repair shop or ***** they both state the parts are on the way. that was 4 days ago from *****. I called ***** yesterday 8/22/2023 to ask for a replacement of a new model due to the lack of the parts being delivered to fix my lawn mower. the agent said that I have to wait 90 days until ***** can do anything. I currently have a bunch of *****s products and this situation is making me Dout my trust in *****. so yesterday I went and got a NEW lawn mower (*****) and after having it for 1 Hour, I quickly returned it to **** ***** because the blades were coming in contact with the deck. I don't understand why ***** charges so much for their lawn mowers and they blades come into contact with the deck.

  

  Business Response

  Date: 09/07/2023

  ******,

  Thank you for working with us last week. We have replaced your mower. Please let us know if there any issues or problems. Thank you for your patience. 

  Customer Answer

  Date: 09/07/2023

  After getting to this level the business provided a replacement due to parts being delayed in shipment. And understood my position and is currently working with me to make sure everything is working correctly. 
  
  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:08/21/2023

  Type:Service or Repair 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.

  This is the second time I complained this company for their after-sale services. Two years ago, I bought a package of (leaf blower, String Trimmer, 40-volt battery and a charger). The string trimmer smoked while I was using it and stopped working after wards. Because the trimmer is under warranty, I connected with the company who got back to me after 20 days giving me unacceptable solution. I want to get a replacement for the trimmer as It is still under warranty. I'm very sad as most of my tools are the ***** Brand and I had such confidence in **** ***** and *****, but this is changing. Please send me a replacement as I need to get my backyard back to normal.

  

  Business Response

  Date: 09/22/2023

  Thank you for speaking with us. We have issued a shipping label and the service center should have your issue resolved soon. 

  Customer Answer

  Date: 09/22/2023

  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. 

  The business is very slow responding to my emails. I wasted the summer dealing with them and their equipment. They send me an email three weeks ago stating that they are going to send me a prepaid shipment label which I never received till now.  
  

  I was expecting to receive a replacement tool, but they didn't do that. Rather, a more complicated process. 

  
  Regards,
  
  ***** ***

  

  Business Response

  Date: 10/17/2023

  We have placed an order to have your unit replaced. Thank you for your patience through this process. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:08/18/2023

  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 on 25 May 2023 a ***** 40 V Self Propeller lawn mower ****** ** ****** **) from **** ***** (on line) (see receipt). Lawn mower works fine but I need replacement mower bladed as one of the blades became nicked and dull. Tried finding the part number for the blade using ***** online ordering system with no results, tried looking on **** ***** site with no results. Contacted ***** and they were unable to find the Mower using the **** ***** model (******), contact HD and they were unable to find the blade number - HD told me to contact ***** and ***** told me to contact HD; spent over 1 1/2 hours getting a run around and jerked around by HD (and hung-up on by HD).... Found a part number on one of the blades (mower uses two blades) - part number 682615. ***** part dept does not understand this number, HD is unable to provide the replacement blades --> ***** on HD web site dated 26 May 2023 (see attachment ***** Scam) that states that the blade is not available.... If the blade is unavailable then how is a customer supposed to mow a lawn when the old blade is worn down (***** even has video showing how to replace the blades)... So, **** ***** is selling mowers with no servicable part available, ***** is selling and promoting a model lawn mower with no cutomer support, no parts... essentially I spent over $ 851.00 for a basicially unusable lawn mower (one that rips the lawn and does not cut the lawn cleanly). Again, I spent over 1 1/2 hours with HD and ***** and nobody know what the part number for the blades, ***** does not know that this model even exists. I want either replacement blades made available or I want ***** to buy back this unusable machine they promotted

  

  Business Response

  Date: 09/07/2023

  Thank you for speaking with us yesterday. We are sorry to hear you had such a hard time getting the correct blade for your mower, but we were glad to hear we were able to take care of you. Please let us know if you need anything else. 

• Initial Complaint

  Date:08/17/2023

  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 a chainsaw on Dec. 7, 2020. It came with a 3 year warranty. However when you call the number you are put on hold with a message that says high wait times. I've tried calling 4 times and either it disconnects or hangs up. The chainsaw has only been used less than an hour because it keeps shutting off and leaks oil. Serial number is **************

  

  Business Response

  Date: 09/07/2023

  ****,

  Please reach back out to us at your earliest convivence. We will continue to try to get you over the next several days. Thank you for your patience. 

  Customer Answer

  Date: 10/30/2023

  Can we reopen this case?  They were suppose to send me a replacement chainsaw but never did.  They are no longer responding to emails or phone calls. 

  
  

  Thanks,

  **** *****

  

  Business Response

  Date: 11/15/2023

  Thank you for speaking with us and sharing the needed information. We are processing a refund for the item you were having an issue. You should be seeing it within the next week or two. 

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair 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 complete set at ******* and the batteries don't hold a charge even when you charge them. It was an 8 PC set that I purchased.

  

  Business Response

  Date: 08/28/2023

  Thank you for speaking with us last week. We are sending batteries to get you up and running again. Please let us know if we can help with anything else in the future. 

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair 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 recently purchased a new 40V 4Ah battery ** ******** for my 40V ***** tools; Chainsaw, Leaf Blower & Hedge Trimmer. I needed a new 4Ah battery because my existing one (also 4aH) had gone bad. The new battery fits the other 40V tools that I own but does not fit the Chainsaw (** ***********). The issue is that the pocket where the battery goes is a different shape. I called customer service on August 8th and the ***** representative indicated that the Chainsaw (** ***********) is no longer sold and the new batteries are not backward compatible. They told me that I would need to find a suitable aftermarket battery from **** or ******. I looked at the aftermarket replacement batteries on **** and ****** and the comments on some of them indicated that they did not fit my model Chainsaw and that they were not built to the same standards as the original ***** batteries. I did not want to take the risk of ordering a new aftermarket battery that would not fit as they are from China and have a 2 month delivery time. I am happy with the chainsaw I have which was still working before the battery went bad, I had hoped that I could use it for many more years but now it is useless without a battery. This is frustrating as one of the main reasons why I purchased this chainsaw was that it had a common battery with my other tools. I would like ***** to replace my chainsaw with one that fits the new style of batteries.

  

  Business Response

  Date: 08/16/2023

  Sorry for your frustration with this process. We are going to replace your unit as a one time courtesy so your new batteries will fit in the unit. Thank you for speaking with us and please let us know if we can help with anything else. 

  Customer Answer

  Date: 08/21/2023

  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. 
  
  The replacement tool I received is the ******* which is not an equivalent replacement to my *******. My current Chainsaw ******* has a 14 Inch Bar with a Brushless Motor which is suited for cutting large logs/trees. The replacement saw ******* has a shorter 10 Inch Bar and an inadequate Brushed Motor which is designed for Pruning/Limbing as it says on the box.

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

  

  Business Response

  Date: 08/28/2023

  We are sending a replacement chainsaw for this situation. Please let us know if we can help with anything else.