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:08/09/2023

  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.

  Purchased electric lawnmower on April 21, 2023, at ******* at Buckhorn, PA. Paid $399.00, which included a protection plan. Lawnmower worked twice, then stopped. I called the company, they sent a new battery that worked. Used the lawnmower twice. Then mower stopped. Called the company. They gave me one address, 45 miles away. They never heard of Hart. Called second service center. Also 45 miles away. May be able to fix problem in a little over a month. Now I am paying to have my lawn serviced.

  

  Business Response

  Date: 08/16/2023

  We have reached out to the service center you were referred. We are going to let them know we are going to replace your unit. You will get an update email soon we the details of the order. Please let us know if we can help with anything in the future. 

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service 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 company owns many smaller companies, including the very popular ****** Power Tools, sold at **** *****. ******* claim to fame is their "Lifetime Warranty", but it doesnt actually exist. Service is completely unobtainable, and when you call ******, they neither answer the phone nor return messages or emails. So after spending $15,000 with them, I finally sent a certified letter to their CEO, Joseph G***** Although he received my letter, he never responded, so I called and was connected to his receptionist. She put me on hold for 45 minutes until I was disconnected, and never called back. A few days later, ******* plumbing division connected me to Tyson, the service manager of the Power Tools Division. Tyson told me that TTi was a joke, and "good luck getting any warranty service". So after 15 years of loyal business, I find out that the "neighborhood" company I've been doing business with all along, never even existed. Now I'm stuck with broken tools, which are registered through ****** and TTi, along with the lifetime warranties that I purchased, and those warranties are useless. Service is unobtainable.

  

  Business Response

  Date: 08/15/2023

  We have spoken with you on 8/9 about this issue through a separate channel. Your item was replaced and we have it registered. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:08/08/2023

  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.

  I purchased a new **** mower on 8/4/23 and when I went to use it on Sunday 8/6/23 discovered the battery was missing , I called the retailer and explained to them the issue,and they said to either return for refund or call **** tools to have them resolve the issue,because the retailer didn't have any battery to give me,they were sold out,so I called **** tools in sc. Monday morning 8/7/23 and a guy named Rob called me back, I explained that in the owners manual it states ,do not return item to place of purchase if missing parts etc. Rob stated to me,that a battery is not a part! I couldn't believe he would state that! So I explained to him,I would be filing a complaint with the better business bureau,and he just laughed at me ,and said good luck with that! So I hung up ,and here I am. I'm a senior ,and it took a lot of work to remove two seats from my van ,to go and pick up this mower,and alot of effort to maneuver the mower up into the van myself. I'm hoping your office can help me with this matter.Thankyou for your time.

  

  Business Response

  Date: 08/16/2023

  Sorry for your frustration. We are replacing the battery for you. Please let us know if we can help with anything else. 

  Customer Answer

  Date: 08/17/2023

  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,
  
  ****** ******

  Customer Answer

  Date: 08/17/2023

  Tti customer service manager ,emailed me on Monday,re: my missing batter, she was professional and respectful, understanding that I had to deal with a bad apple previously,she ordered the battery ,and said I should receive it in about two weeks. Thank you. Thank you b.b.b. for your help in this matter. ******

• Initial Complaint

  Date:08/08/2023

  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.

  Less than 1 year since purchase the ***** stick vacuum the roller stopped spinning. The clip holding the roller prevents the roller from turning. Searched many places by phone and advised ***** replacement parts they don't carry and getting them is a problem. We tried to return unit to store but advised to contact *****. We now have unit that doesn't work and has not worked since 6 mos after purchasing product. Very frustrating when advised nobody carries replacement parts for this. Lack of ability to get unit to function even after contacting ***** to get help the places they gave us to contact said they did not carry and getting replacement parts next to impossible to do. We are quite disappointed with the product that doesn't work as it should. We paid money for unit that broke down and cannot be fixed. We would like full refund for this unit.

  

  Business Response

  Date: 08/23/2023

  Thank you for speaking with us and supplying the information we needed. We will be issuing a refund. Expect to see it within the next couple weeks. Please let us know if you need anything else. 

• Initial Complaint

  Date:08/07/2023

  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.

  We purchased a 40V self-propelled ***** mower from **** ***** on 3/13/2022 for $780.47. I still have receipt of purchase and have included a copy in uploaded file. The mower no longer starts and so needs to be repaired or replaced. The mower is still well within its 5 yr. warranty (see 40V warranty at ********************************************* * Note: ***** warranty is provided by TTI Outdoor Power Equipment, Inc. (“TTI”). My first course of action when the mower stopped working was to go to the ***** website to lookup the nearest service center. There is no service center anywhere close to where we live. In fact, the closest service center is about 100 miles from us, clearly way too far to take, drop off, then later pickup. ***** responded to my email telling me that we could ship mower to service center but we would have to pay the cost to ship it there. This is clearly unreasonable because of the expense and the fact that it’s under warranty. I emailed ***** telling them that a reasonable (fair) resolution would be a replacement at the **** ***** from which we purchased the mower. They refused this resolution, and so I’m reaching out to you (BBB) for help in getting our warranty honored in a reasonable way.

  

  Business Response

  Date: 08/23/2023

  Thank yo for speaking with us. We are going to be replacing the unit for you. Sorry for the frustration that you have experienced. 

  Customer Answer

  Date: 08/23/2023

  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. 

  I appreciate the BBB's help on this matter, as well as TTI's prompt and satisfactory resolution.

  I received the replacement today.

  Thank you,

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

  
  Regards,
  ***** ******* 

• Initial Complaint

  Date:08/07/2023

  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.

  Bought a Ryobi lawn mower on 7/31/21. It has a 5 year warranty. It failed the last week of June '23. We brought it to the authorized repair center *****'s small Engine Repair in ******, CT the first week of July '23. It needs a motor and the part has been on backorder for a long time. I was told the part was coming and the mower should be ready by 'the end of the month by a Ryobi phone rep. When it wasn't, I called Ryobi several times...they place you on hold for hours. I can't get to speak with anyone. Meanwhile, the grass continues to grow, and the service center told me they have delayed parts shipments already several times. I feel they need to get the mower repaired, replace it, or give me a refund. This is ridiculous!

  

  Business Response

  Date: 08/16/2023

  We have been in touch with you and with the service center. The ASC has received the part and will complete the repair soon. Thank you for reaching out to us and please let us know if we can help with anything in the future. 

  Customer Answer

  Date: 08/17/2023

  The rep from the company contacted me Monday 8/14. Told me the part would be in the service center Tuesday PM and should be done late that day. I didn't receive any call so I waited until noon Wednesday to find out the status. The rep called me back saying he left a message with the service center because there was no one there to take the call. He told me he would check up and get back to me around 9:30 AM on Thursday. It's 11 AM and I haven't heard anything. I'm not surprised and I'm too busy to be badgering people over when my lawnmower is going to be ready. I've re-set my expectations lower. The call on Monday got my hopes up, but the results speak for themselves. I appreciate the BBB at least getting some 'action' going, otherwise who knows how long my mower would be sitting there? You can't get blood out of stone. I'll probably have to buy another mower to finally solve my problems, but it will NEVER be a RYOBI.

  Customer Answer

  Date: 08/26/2023

  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. 
  Here it is August 26 and still no mower. I called the ***** Service rep and left a message on his phone to try and find out if I'll ever get to use my mower again this year. No call back, but the reason is, he probably didn't hear from the service center in ****** because I called them also and got an answering machine. So my mower has been unusable for 2 months now from the time it actually crapped out. It took me about 2 weeks to locate and deliver it to a authorized service station, so it's been about 6 weeks and counting in their hands. I'm about ready to give up and buy another mower, but it won't be a *****. I'm not sure what the current hold up is, but maybe the new part was defective or it didn't fix the problem. I just wish they would at least tell me the truth instead of telling me, 'it'll be ready by Wednesday...it'll be done after the weekend...it'll be done by the end of the week' ...all that has past and it's not done yet, so I won't believe it until I see it work and it's back in my possession. If they can't fix it, they should either give me another working mower, or refund my purchase. This is ridiculous. I know the minute I buy another one they will call to tell me it's ready, but I can't wait much longer.
   
  Regards, ****
  
  **** *****

  Customer Answer

  Date: 09/02/2023

  After calling and leaving messages with the ***** customer service Rep and getting no response, I decided to call *****'s Small Engine repair to find out if I was ever getting this mower back. Spoke with Dan on Sept 1 and he told me the motor that was on order did not fix the problem, so they have another part now on order. I asked him when I might expect to see a repaired mower and he told me, not until at least another 2 weeks. After hearing that, I went out and bought a ***** GAS mower since the over 2 month wait is totally ridiculous. ***** should go bankrupt for the way they treat their customers. IF and when I ever get this *** back working, I will sell it and take whatever loss and be sure to tell everyone I know about my experience with *****. I give ***** a ZERO rating, and I wish I could go lower because of all the time I have wasted on this deal. One of the absolute WORST experiences I've ever had dealing with a company.

  Customer Answer

  Date: 09/11/2023

  I was contacted by the ***** rep. He told me that the company MAY refund us the price of the mower if I can provide him the sales slip. I could not find it. I went to **, but they only keep in store purchases for 90 days. I sent the ***** rep the credit card statements of my partner *** ***** and I showing the 7/31/21 purchase at the *** ******** CT **** ***** for the mower. It's obvious the mower was $549.00 plus $34.86 for the 6.35% CT sales tax for the $583.86 total. The cost was shared by both of us for $291.93 each that was posted to our credit cards. The mower is still at *****'s Small engine repair in ******, CT with no ETA date of repair. I have already had to purchase another mower to do the lawn as it's been over 2 months. I am awaiting *****'s response to our proof of purchase, but I think the evidence that we made the purchase for $549.00 on 7/31/21 is sufficient and any denial because I didn't retain the **** ***** cashier's slip would speak volumes about their actual intent to correct this complaint.

  Customer Answer

  Date: 09/26/2023

  I received an e-mail today from the ***** rep telling me that their accounting department will not accept our credit card statements as the proof of receipts. I believe this is just an excuse for the company not to give us a refund. As I said earlier, the credit card statements should be proof that the mower cost us $549 plus the CT sales tax of 6.35%. The credit card statements total exactly to the penny. It's  9/26/23...3 months plus since I've had the use of the lawnmower...it's still in the ****** repair shop. ***** is just an awful company to deal with. I am quite busy right now with other things, but I will be considering legal action against this company as soon as my schedule allows. This is just not right.

  Customer Answer

  Date: 09/29/2023

  After e-mailing the ***** rep a notice that I either wanted my lawnmower back in working order, OR a refund , otherwise I intended to take the company to small claims court which I researched the process, I received a response that they would refund me the total cost of the mower. We deemed this solution very late to the game, but at least a satisfactory outcome. He said he would submit the refund process and keep me posted. Assuming I get the refund, and I'll come back to this site when I do to confirm it, I would wish to thank the BBB for their help in getting this to an amicable resolution.

• Initial Complaint

  Date:08/07/2023

  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 purchased a ***** vacuum on March 3, 2023. In June of 2023, it stopped working correctly. I called the warranty phone number and was told I'd receive a replacement part in 7-10 business days. It's been over a month since the replacement order was made, but it never gets shipped. If I look up the part on the ***** website it says it's out of stock. If they can't send my replacement part then I need a replacement vacuum; I didn't spend $250 on a tool to only use it for three months. The warranty replacement order number is *******. I don't appreciate being ignored and the warranty coverage not being honored. I have purchased and use many ***** tools but I'll change to another brand if they can't provide quality tools or honor their warranty.

  Customer Answer

  Date: 08/21/2023

  I received a replacement as requested from the manufacturer and would like to update my complaint to reflect that it was satisfactorily resolved

• Initial Complaint

  Date:08/04/2023

  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.

  ***** declared to repair or replace table saw as per product warranty (expressed) (highlighted photo in attachments) ***** had taken over twice that amount of time. at such time they were notified by me that a replacement and/or repair was no longer needed. and a refund was requested. *****/TTI group refused to refund and then sent me another piece of junk that was already broken. and also had the other poorly repaired. I HAVE REQUESTED AN ADDRESS FOR THE LEGAL DEPARTMENT multiple times and never once given an answer. the address request is to send a demand letter, and then for service of process. which it is apparent that they are tryin g to avoid service of process. i initially was just requesting a refund for the price of the unit as they did not u[hold their promise on there warranty statement. which has caused many other issues as the saw was desperately needed to make repairs to my home after HURRICANE IAN. as a result of the delay, the entire structure has shifted. causing a dangerous situation and following an inspection has identified this as becoming a situation requiring complete removal and replacement of the center atrium which is all cypress lumber. and rare ANCIENT PECKY CYPRESS LUMBER for the trim all around and 4x10 undressed rough sawn cypress beams. at this time, i feel that this should be something that goes to court for damages for the damage acquired, as well as my time dealing with this. my attorneys fees, and court cost. as well as punitive damaged also for the unnecessary headache this has all caused following the hurricane when reliability of this company was most critical. ADDITIONALLY ***** OR TTI GROUP NEEDS to correct their warrant statement vs making false claims. if they cannot accommodate my reasonable request then they need not say anything but send an address for their legal department. and then this will be a matter of a petition in court proceedings. i have attempted to settle this reasonably outside of court.

  

  Business Response

  Date: 08/13/2023

  ******,

  We will process this refund as a one time courtesy. We understand this has been a frustrating process for you and we would like to help you put this behind you. You will receive your check within the next 2 weeks.. Please let us know if you have any questions.  

• Initial Complaint

  Date:08/03/2023

  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 have bought thousands of dollars worth of ****** tools, both **** ***** and ****** made it an effort when you bought ****** you get a lifetime service/ warranty on these tools. And that **** ***** and ****** would support these. All the ****** service centers they list no longer service ****** tools and about 5 months ago **** ***** stopped supporting ****** tools also. They now require you to ship these tools in to them to get repaired at an expense to us which costs more than the tools is worth. This goes against everything **** ***** and ****** were telling people when these tools were purchased. They need to send free shipping labels if there is no service providors near by since **** ***** no longers supports these tools or get service providors from anywhere. The other option is to let people return defective items to **** ***** and **** ***** ship these tools into ****** at not cost to the people or approve a tool exchange for a new one when no service providors are near by, making people pay $40 or more to ship these tools is a joke. The customer service has been non existent also over 2+ hour hold times to even talk to anyone, this has gone downhill fast

  

  Business Response

  Date: 08/13/2023

  We have been in touch with ****** in response to ***** ******** unit. We are replacing his unit and updated our system. Thank you for your assistance in getting this resolved. 

• Initial Complaint

  Date:08/02/2023

  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 mower malfunctioned late July of 2022. I contacted ***** customer service and they sent me a part. The part didn't fix the problem. ***** recommended repair vendors and I delivered my mower to S&H small engine repair. For six months S&H said they couldn't get parts from *****, so I called ***** and the parts were shipped quickly. S&H had no charger, so when they went to test the mower it was dead. I delivered my charger to them to discover that the batteries were destroyed. I called ***** and they said the batteries would be sent in 10-14 business days. This is two months later and S&H has still not received batteries. I have repeatedly asked ***** to replace or refund the mower so I can stop paying someone to cut my grass but they insist that my warranty is repair only. My mower has been gone for one year at this point and I operated it for three months before it broke.

  

  Business Response

  Date: 08/23/2023

  Thank you for speaking with us. We are processing a refund request for this unit. You should see it within the next week. Please let us know if we can help with anything in the future.