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:08/02/2023

  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 04/20/2023 I purchase a ***** 80v ******** from ********* in ******, Ohio. By 05/11 the mowers self-propel feature was intermittent and gauges were never displaying properly. Chat support asked me to send proof of purchase and that a technician would reach out to me to schedule and service. This never happened. I contacted again a month later with the same questions, including serial numbers. Again, no technician ever contacted me. After calling in on 07/07. 07/13. 07/14, 07/17 I was finally able to get called by a technician to set up an appointment for 07/20. On 07/19 they called me and said they had a training for that day and had to reschedule for 07/21 '9am first thing in the morning'. First text message from that tech that day was that their ETA was 12-1PM and explained they were doing me a favor, usually a four hour buffer is given. Two hours later they then said after 3pm, which would not work for me. They then had to reschedule for 07/24 (same time 12-1pm). They did not show until 2:30pm. Worked on the mower for 3 hours and could not fix it. They were pretty inexperienced and admitted this is the first of the ******** they had worked on. After back and forth with his tech team it was decided they would warranty replace the mower and that I would have one in 1-3 business days. 4 days later (07/28) I still heard nothing so I reached out to support over the phone again, of which they had no idea of my warranty replacement and that they would have to contact their supervisor to find out what was going on and contact me back. I missed the call Friday 07/28 evening but a message was left that they were aware of the situation (whatever that means). I reached back out to the tech yesterday 07/31 with no response (I suspect that my number is blocked). Called support today 08/01 and was told that the warranty replacement has not been approved by the tech and to reach back out friday. I'm tired of the runaround for MONTHS for a brand new mower that doesn't work.

  

  Business Response

  Date: 08/23/2023

  Thank you for speaking with us and sorry for your frustration. We have issued a replacement for you. Please let us know if we can help with anything else in the future. 

  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. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/01/2023

  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 my ***** Mower August of 2022. 3 weeks later it would not start. I called the **** ***** I purchased from and they told me I had to go through *****. ***** gave me the name of the servicing company and I joined their waitlist. I was on the waitlist until March. I dropped off my lawn mower in March which was covered under the warrenty since I had entered the complaint within 90 days. My lawn mower was then returned at the end of May. I was out of the country for June and when I returned and tried my mower it would not start again. I have since been calling almost everyday for someone to help me from *****. At this point I have had to purchase another mower. A lady named ******* ***** from ***** gave me her direct line and told me she needed to get with her supervisor. It has been 3 weeks and I have left voicemails and reached out on the main help lines with nothing.

  

  Business Response

  Date: 08/03/2023

  Thank you for speaking with us earlier today. We are refunding the unit that you were having issues with right now. I am sorry for the frustrations through this process. Please let us know if we can help with anything else. 

  Customer Answer

  Date: 08/04/2023

  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:07/31/2023

  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.

  On June 19, 2021 I bought a ***** 40V self-propelled mower. After only a couple of uses the battery went bad and I contacted your customer service and they sent a new battery and charger. I have since had two other battery/chargers sent because it simply will not stay charged. In May of this year I got the mower out to start on my yard and low and behold the same problem. I have been in contact with customer support via email since May 22, 2023 and still do not have this issue resolved. I have sent model number, serial number, etc for the battery, charger, and mower. I have sent a copy of my receipt. I have answered every question I have been asked and sent every bit of information they needed. Every week I receive another email needing some kind of ridiculous information, then I don't hear back from anyone for at least a week or more. I do not live anywhere near anyone who might be able to service this mower. I am weary with this situation and am having to pay someone to mow my yard or be fined by my landlord and city for the grass being too high. I should NOT be having to do this when I spent $349.00 on this mower two years ago and it has NEVER worked as it should. I would like a full refund for this mower so I can buy something that will work.

  

  Business Response

  Date: 08/08/2023

  We have been unsuccessful in our attempts to speak to you about this issue. Please reach back out to us when you are available. 

  Customer Answer

  Date: 08/14/2023

  A ***** representative reached out to me.  We have successfully reached a solution on this matter and a new mower has been shipped.  I am waiting for it to arrive.  

• Initial Complaint

  Date:07/27/2023

  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 ***** 1600 PSI 1.2 GPM Cold Water Electric Pressure Washer (model number #********) that was purchased on July 22, 2021. The pressure washer was used two times since then. I attempted to use the pressure washer again and it's having problems turning on/staying on. I have tried dealing with customer service but unfortunately to no avail. This unit is still under warranty and I'd like a replacement. I'm more than happy to return this unit if the company would like to pay for shipping, and schedule a pickup from my home. This unit is clearly defective and I am unhappy that after only a couple normal uses it no longer works properly.

  Customer Answer

  Date: 08/03/2023

  This complaint was resolved. I am happy with the customer service. Thanks for your help!

• Initial Complaint

  Date:07/25/2023

  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 ***** lawn mower **************, broke down at the beginning of the lawn season (May 2023). I purchased it in June 2021 so it was within the warranty period. After difficulty contacting them to describe the issue, I was directed to an engine repair shop within 20 miles of my home. There is only one remaining shop in the Twin Cities area still accepting these mowers as the others have given up saying ***** is not responsive. I waited two months for my mower to be fixed (shop was waiting on replacement parts for a faulty motor) and ended up with a replacement mower instead. I did not get that until the week of July 17th. In the meantime, I tried in vain to notify ***** to discuss the issue and get assistance. When I opened the box to the replacement, there was no battery to power the mower. I tried using the one from my former mower and it blew the battery. It will no longer charge. I have tried to contact ***** by text, phone, email and chat to no avail. Neither the chat nor text work. It says there is no one available to take the chat despite being during business hours. The text comes back saying there was an error and "Thank you for reaching out to *****". At other times, it asks for an order number which I do not have. I have waited for over an hour on the phone and emails are not answered. It is impossible to contact this company. They have done a horrible job of responding to mass issues with their mowers. Small engine shops refuse to deal with them despite being on *****'s list of servicers of their product. I am still without a mower because now the battery wont work. I want a refund of my purchase as I had issues with the mower last year as well, or at least acknowledgment and response to my request for a new battery to go along with the replacement mower.

  

  Business Response

  Date: 08/03/2023

  Thank you for communicating with us today and sorry for the frustrations. We are sending you a battery and charger to resolve the issue. Please don't hesitate to reach out to us if you have any issues. 

• Initial Complaint

  Date:07/24/2023

  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 ***** 40V Grass Trimmer last August. This month (July) it stopped working. When I pull the trigger it starts for 3-5 seconds and stops. Since it has a 5 year warranty I tried to contact support. I called and waited for an hour and no one answered. The waiting message repeatedly said texting was faster and better. I texted and no response. I try the live chat that states they are available 9AM-6PM EST and I get a message that says live associates are not available most of the time. After multiple tries I have been able to do 2 live chats. They said take it a authorized service center and they will ship it back to me. The closet one is 2 hours away. I complained about driving 4 hours round trip to delivery it. So they gave me a shipping label to ship it. I was told to call first to make sure the shop can repair it. I called multiple times to the shop and finally got the owner. He said I can ship it to him but he does not ship back even if ***** pays for it. He doesn't have time to do that. He also said he has over 100 ***** units there for repair and waiting on parts and some of them have been there more than 45 days. That is too long. I got online again today to see if I can get a resolution worked out and I got the same live chat message today at 10:20 AM that live associates are not available. I need a replacement.

  

  Business Response

  Date: 08/03/2023

  Thank you for speaking with us yesterday. We are getting this situation resolved. The service center is filing a claim for a replacement. Please let us know if we can help with anything else. 

  Customer Answer

  Date: 10/05/2023

  The consumer stated this is resolved.

• Initial Complaint

  Date:07/24/2023

  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.

  April 12, 2023, I contact ***** via by both phone ( which I waited for 35 minutes without speaking to anyone). I decided to do a chat text and Lydia responded. I informed Lydia that my 40V lithium battery was no longer working. I provided Lydia with all the information she requested ( name, email, of of receipt, model / serial number and mailing address). I was told a replacement would be mailed out. June 21, 2023, I contacted email and chat that I had not received the replacement battery - text chat informed me that the replacement order had not gone through and that they would place the order for me to receive the battery - I was asked to verify my name, email address, serial number and address I was also provided with a confirmation number *******. July 14, 2023 I contacted ***** again via chat text to inform them that the battery I received was not working and when I placed the battery in the lawn mower the covering case would not close (the replacement battery was too long). I was told that there’s no warranty on the replacement battery so we are unable to provide with any further assistance with your battery issues and I would have to purchase a new battery. I then attempted to explain that my original battery was still under warranty when I originally called / text chat back in April. The representative stated that the battery was a one time customer courtesy as the prior serial number was a replacement (which it was not - when I originally purchased ***** products - I purchased 2 electric power tools and they both came with batteries). The representative told me that the previous agent communicated with me about this was a one time customer courtesy replacement so ***** would not be able to file any further claims (this is not what the price Agent had informed me, she stated that the replacement would fall under the original warranty). As I attempted to explain that the replacement battery that was sent out by ***** was “Defective” already when I received it - it was defective and not compatible with my lawn mower - and no one expects a battery that doesn’t work to fall under their guidelines of not being able to be replaced when it doesn’t work from the start - the Agent terminated the chat text. But before they terminated the chat they placed a smiling face in the chat / text before they ended it. I sent another email to ***** and as of this day, I have not received a response.

  

  Business Response

  Date: 08/13/2023

  We have been in communication with you. Trying to determine the cause and issue. Please continue to work with us so we can resolve this issue and move forward. 

  Customer Answer

  Date: 08/15/2023

  I have been in contact with ***** they reached out to me 8/2/2023 and left a message.  I contacted them on 8/3/2023 and spoke with Tyson W***** who stated he would contact me by the latest 8/5/2023.  I didn’t hear back until 8/9/2023 and that was via email requesting a video (which I suggested on 8/3/2023 because the conversation focused more on the battery should fit verses the totally of the complaint that I also received a defective battery).  Because I was on vacation at the time his email was sent - I was able to send a video and also pictures via an email on 8/14/2023.  No response as of yet.  Communication with them is very slow.

  Customer Answer

  Date: 10/05/2023

  The consumer stated this complaint has been resolved.

• Initial Complaint

  Date:07/24/2023

  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.

  I purchased a Ryobi ******** 21 inch 40 volt lawn mower from Techtronic last year from **** *****, order# **********. The price was $548. I just started using it this year and it worked fine at first but now after only 4 months of use the mower blade shuts off for no reason. I tried calling and texting the company but was unsuccessful. The mower is covered by a 5 year warranty. Having the mower repaired is not an option. I have no way to transport it to a service center, the mower was shipped to me. I would like to have the mower replaced by Techtronic or my money refunded.

  

  Business Response

  Date: 08/04/2023

  Thank you for speaking with us earlier this week. We are sorry for your frustration in this process. We are going to get your unit, battery and charger back for us to review and refund your purchase from your provided receipt. Please let me know if there is anything else we can do to assist in the future. 

  Customer Answer

  Date: 08/04/2023

  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: 09/06/2023

  Dear Better Business Bureau of Upstate South Carolina,

  Thank you very much for your help in resolving this complaint, however the company still has not refunded my money. The mower was returned to them on August 9 by ***** and it is almost a month later, September 6, and still no refund. I contacted Kathy F*******, Supervisor of Voice Support, on August 25 and she said the refund was being processed and I it was possible I would get it last week, but no refund. I think the company has had more than enough time to refund my money. Please help me resolve this matter.

  Thanks,

  **** *******

  Customer Answer

  Date: 09/12/2023

  On August 9 I returned a defective mower I purchased from the company by ***** as instructed by the company. They wrote in their response to complaint #******** filed with the BBB that they would refund the purchase price to me. It is now September 9, one month later and they still have not refunded my money. I have contacted Cindy R****n with the BBB and Kathy F******* with the company and frankly neither of them seem to be taking this matter very seriously. I am very disappointed with the company not honoring their agreement to refund my money. I now consider this a matter of fraud and theft by the company and will take appropriate action.

  Customer Answer

  Date: 09/12/2023

  Please reach back out to the business and impress upon them that I would like the refund to be sent to me by overnight mail so I will finally get it this week. 

  Customer Answer

  Date: 10/05/2023

  The consumer stated this issue is resolved.

• Initial Complaint

  Date:07/21/2023

  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 bought the ***** Electric Lawn Mower from **** ***** with an extended warranty. Please see attached Receipt. We went to **** ***** and they told us to contact *****, but we could not get a hold of anyone. But the website had repair center information. We took our Lawn Mower to ***** **** ****r in Beaumont Texas. The shop has our Lawn Mower for 4 weeks now. According to ***** **** ****r, they cannot get a hold of *****. They ask me to contact ******** ******* since I bought it ******** ******* but they cannot do anything since the ******** ******* warranty will not kick in until the 3 years warranty with Robyi expired. Thanks

  

  Business Response

  Date: 08/03/2023

  Thank you for communicating with us today. Sorry for the frustrations in the process to get your unit repaired. We will replace the mower and get you taken care of as fast as possible. Please don't hesitate to reach out if you have any more issues. 

• Initial Complaint

  Date:07/21/2023

  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 have a weedeater that comes on by itself as soon as you put the battery in an it end up cutting me 5 times I do have pictures, I have a drill that broke got multiple batteries that won't charge an I been emailing an calling for a month an get no response at all from them I'm gonna talk to a lawyer tomorrow about it

  

  Business Response

  Date: 08/02/2023

  *******,

  We have been in touch with you and forwarded your information to our safety team. They will be in touch soon if they haven't already.