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:07/19/2023

  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.

  Purchased a ***** Chainsaw about 3 years ago. The battery on it had a tiny crack when I bought it but it seemed to work fine. Now the crack is much bigger and I can see part of the circuit on the inside. I tried live chat. Which seems to never work. I tried call-back, which I never received. I tried being on hold but stopped after about 50 minutes. I tried email, with no response. It seems, to me, that ***** doesn't want to warranty any of their products.

  

  Business Response

  Date: 07/25/2023

  Thank you for speaking with us yesterday. We are replacing your battery and you should be receiving it soon. Please take your old battery to The **** ***** to drop it off in their battery recycling bin. 

• Initial Complaint

  Date:07/18/2023

  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.

  I bought one of their ******** mowers and it broke on the 6th use and was $450.00. I’ve been trying to call the company customer service number for over 5 MONTHS! I’m on hold for up to 3 hours each time. I just want this resolved before the warrantee runs out next month. Please help. They won’t answer the phones and the piece on the mover that broke it the handle and it was plastic. I just want a replacement mower or it fixed.

  

  Business Response

  Date: 08/02/2023

  Thank you for speaking to us last week. Sorry for your frustration through this process. We are refunding this item for you. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:07/17/2023

  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.

  Date of transactions and amount paid Date or transaction 11-5-2022 and 98.78 and 11-29-2022 85.91 I purchased the ***** drill driver kit ******** at **** ***** last year 11-5-2022. The batteries were both loose inside the drill. I contacted ***** and they said to return and purchase another one so I did. This one was the same way. In February I contacted ***** and and they said to take it to the ****** Hardware Service Center. I had tried the number numerous times, 704-******** but no one answered. I found another number for ****** Hardware in the internet 704-******** and they said that there service repairs tools. I went on June 26th, The service center is down the street from the hardware store in a garage. The guy said they didn't service ***** tools anymore. I called ***** and they sent me two batteries. They are both loose again. I called back and now they said I had to take it to another service center. Really? I am getting the ***** run around

  

  Business Response

  Date: 07/25/2023

  Thank you for speaking with us yesterday. We will get your drill back to inspect the issue and follow up with you once we decide on the outcome. Please let us know if we can help with anything else. 

  Customer Answer

  Date: 07/25/2023

  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:07/17/2023

  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.

  We have a **** product that is under warranty for replacement. We called **** customer service 5/31/23. An agent told us to email our receipt and details to ***********************. And that they would mail us a replacement part within 4 weeks. Which we did and never got a response. So I sent follow up emails and no response. So I called the number again and waited over 4 hrs before I got someone. He sent an email and said we would have something by the end of the week. Still no answer. I’ve sent more followup emails with no resolution. We haven’t been able to use our weedeater, edger, or pole saw since May. I had previously spoke to someone when the product started to go out, but all the companies they referred me to for maintenance said they no longer work on **** tools. We would either like the replacement or our money back.

  

  Business Response

  Date: 08/02/2023

  We have been in touch. We were told that the issue has been resolved. Than you for the communication and please let us know if you need anything else. 

• Initial Complaint

  Date:07/14/2023

  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.

  On July 20, 2021, I purchased a ***** lawnmower for $273.28 including tax. The mower came with *****'s standard warranty. Less than 2 years later, it stopped working and wouldn't turn on at all, despite the battery charger and battery appearing to be fine. When I used *****'s online search function, I couldn't find any authorized repair centers. I called ***** customer service. The warranty rep asked for my zip code, then told me the info on the nearest center. It was over a 90 minute drive each way, despite the fact that I live one mile outside a large town that has authorized repair centers for competitors including **********. I asked for alternative solutions, such as ***** paying to ship the item to the center, or if there was anything else at all that they could do for me. They said they couldn't do anything unless I dropped the item off, which would mean 4 90+ minutes trips/gas. I also spoke with technical support, who had no solutions and suggested it sounded like an electrical issue. I had to buy another mower (not *****). This doesn't seem like an honest warranty if it essentually relies on not having accessible service centers.

  

  Business Response

  Date: 08/02/2023

  *******,

   

  We are reaching out to you to arrange a solution. Please reach back out if you are able. We will reach out again a bit later today. 

  Customer Answer

  Date: 08/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I need them to state the resolution, please, so there is a record. I'd prefer to simply leave the complaint open til I receive the funds. 
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 08/21/2023

  ******,

   

  We have processed your refund. You should be receiving your funds within the next week. Thank you for your time. 

  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:07/13/2023

  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 ***** Lawnmower. In the paperwork included, it said to register the item to receive a free rapid charger. As soon as I took it home, I registered the item for the rapid charger. I never contacted them, and they asked to provide the promotion paperwork for the rapid charger. I sent it to them and have not heard back from them.

  

  Business Response

  Date: 08/02/2023

  After reviewing your account. The order was placed for you yesterday. You should be receiving this charger soon. Please let us know if we can help with anything soon. 

  Customer Answer

  Date: 08/02/2023

  
  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:07/12/2023

  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.

  Unable to reach company to order parts for repair or warranty. Company is listed as parent company for RYOBI. No one Responds to customer requests via phone call, call back request as indicated on the phone number provided by ryobi and homedepot, Also does not respond to attempted contact through social media.

  

  Business Response

  Date: 08/02/2023

  We spoke with the customer earlier today. He let us know that he threw the unit away already and ended the call. Please let us know if there is anything we can help you with 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 have determined that this does not resolve my complaint. 

  The business did not identify itself or the reason for calling.

  
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 08/13/2023

  Sorry for the confusion. We will give you a call back on Monday 8/13 and see how we can assist. Please let us know who we can help. 

  Customer Answer

  Date: 08/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  

  I received a phone call from the business at 4:55 PM. I indicated my issue and was unable to provide them with the part number.  They indicated they would e-mail me and I would be able to respond.  No e-mail has been received in my in box nor spam folder.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 11/28/2023

  We have tried via email and phone to get in touch. Please reach back out when you are able to do so if we can help. 

  Customer Answer

  Date: 11/30/2023

  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. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

  Please attempt to contact me in shorter than 4 months.  My phone number is ************.  My e-mail is *********************.  If I am not dead by the time you get around to contacting me, I would like to see if we can resolve the issue of discontinuing parts or not providing a way to service equipment you sold.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 12/08/2023

  We will continue to try to contact you. The number that has been calling is from area code (864). The email will be from *****************. We look forward to helping get this matter resolved. 

  Customer Answer

  Date: 12/11/2023

  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. 
  
  Company made contact at 4:42PM and requested I hold while they reviewed and researched the parts they indicated are discontinued and unable to procure.  Current models exist in stores and they can not provide replacement part or diagrams for repair.  Rep agreed to research and contact me back on 12/11.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 12/18/2023

  Hi I'm glad we are able to connect and speak with you. As mentioned this indeed is something we no longer have access to. Possible search of resources online from third parties may help to track one down. 

• Initial Complaint

  Date:07/11/2023

  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 May 27th, 2023 I bought 2 replacement (4aH) batteries for my ***** 40v system, because my existing one (also 4aH) had gone bad. I have many 40v and 18v tools in this system because they are universal. On June 3rd, 2023, I tried to use one of the batteries in my chainsaw and discovered that ***** had changed the case design of their batteries and it would no longer fit inside the chainsaw. I submitted a form that day on ******s website and didn't hear back. I attempted to call on June 7th, and could not stay on hold long enough to get a person so I tried chat. I got no response for over 20 minutes, and had to get back to work so they ended the chat session. June 9th I finally got an employee in chat, who explained the chainsaw was supposed to work with that battery, and asked me to email her pictures and video of the issue which I did. I followed via email up with no response on June 12, 13 and 26. I called on July 11, 2023 and waited on hold for 2 hours before reaching a representative, who told me to buy smaller (2aH) batteries, which should not be necessary because I had already spent $300 on new batteries that were the same as the one I had before. I asked to speak to a supervisor and was dumped back into the hold queue for another 30 minutes with no answer. I requested a call back and a supervisor returned my call and told me that since the chainsaw was out of warranty, there was nothing they could do to help I would like ***** to replace my chainsaw with one that fits the new style of batteries.

  

  Business Response

  Date: 07/12/2023

  Mike,

  Sorry for your frustrations with this unit. Are you referring to the unit that you have registered on your account?

   

  Model: ******* and ***************** 

  Customer Answer

  Date: 07/12/2023

  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. 
  
  Yes, the unit in question is the one that they are asking about. No this does not do anything to resolve the issue.
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 07/12/2023

  ****,

   

  I am replacing that unit with a ***********. You should be seeing an email soon. This unit will work with the newer style battery. This unit will have the warranty associated with your original product. Thank you for being a ***** customer!

  Customer Answer

  Date: 07/12/2023

  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:07/11/2023

  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.

  Dec 29, 2023 chatted with ***** rep via text message. I told them my snowblower was under warranty & needed repair. They instructed me to take it to their authorized repair dealer...... *** ***** Machiney *** ******** Road ***** ***, WI 54304 Phone#************ which I did on January 6, 2023 claim #*******. Since that time I had called the service center a dozen times and I was told they were waiting on parts from *****. In June of this year I called ***** directly & spoke to someone, I didn't write down their name, he told me the part that was needed to repair my snowblower was No longer available from their supplier and that they would be sending me a brand new snowblower. I confirmed that phone call with Jake B at the service center and he said "see I told you you would get farther with them than me." He also told me he had 17 snowblowers from ***** with the same problem in their service center. (920)********, direct # for Jake B. Well it's been about 6 weeks today and I still haven't seen it nor has the repair center ***** told me to take it to. Today I chatted with ***** again and they tell me today and they said they can't find my account, then they told me a lead person would email me well that's what they said 3 weeks ago and they Never emailed me when I called them yet again. This snowblower was over $700+ and the repair shop has had it since January 6, 2023. Here is the claim#******* for the repair shop. Serial #************** Mfg#108836104 Item #********** 40V. I hope you can help resolve this for it's been 7 months since I took it in for repair. I'm sorry I don't know how to upload text messages from employees I have chatted with at ***** that are on my phone, but if you need them and texted me I can forward them to you from *****. Today was my finally day to resolve my problem with them and that's why I contacted the BBB. I hope you can resolve this once and for all.

  

  Business Response

  Date: 07/13/2023

  *****,

  Upon looking into your situation, we had just authorized the service center to replace your unit on 7/11. We apologize for the frustration through this process. Thank you for being a ***** customer and please let us know if we can help you with anything in the future. 

  Customer Answer

  Date: 07/14/2023

  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 providing I receive a new snowblower like in kind to the one under warranty that ***** is unable to purchase parts to fix the existing one. 
  Once I receive the replacement, which I am to receive on July 17, 2023 via fedx (per ******* direct email to me today) I deem a comparable replacement. 
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/07/2023

  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 40V walk behind, self propelled lawnmower from **** ***** on 6/20/2022. By August 2022, the mower was intermittently working. Given we live in Missouri, and it was hot and the grass had dried up I put the mower away to deal with in the spring. I tried to reach ***** customer service for 4 weeks in April/ May 2023 before I finally was able to get in touch with someone on 5/30/2023 to let them know that the mower was not working. They responded with a place to get the mower serviced that was 1.5 hours away service centers in my area that could diagnose the issue and repair the mower. ***** finally said they would ship it at their expense so I drove 30 minutes to the nearest fedex and dropped it off on 6/1/2023- it was delivered to the repair shop on 6/2/2023. I've since reached out to the service center multiple times after that date, with no response and finally today, 7/6/2023 they told me they are waiting on parts. I asked them how long it would be for the parts and the guy said unfortunately with ***** you have no idea how long it will take. They have had my mower for over a month and I have not been able to use the mower at all this year to mow my yard. I have had to borrow and pay my brother in law to keep up with my lawn-care. This is an unacceptable situation. They do not back their warranty and do not provide appropriate customer service support. If they can't provide timely service, they should be refunding on their faulty equipment as it was nearly $300.

  

  Business Response

  Date: 07/12/2023

  Thank you for speaking with us yesterday. We will refund the item once we receive your receipt. I am sorry for your frustration through this process. Please let us know if we can help with anything in the future. 

  Customer Answer

  Date: 07/14/2023

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