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:07/05/2023

  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 stick vacuum on 9/23/22 from **** *****. The wheels on the floor attachment have already fallen off. Looking online this is a common fault of this attachment. I have tried to contact ***** by phone, text, and chat. They do you answer the phone and do not respond to text or chat. The warranty is being denied since ***** does not provide a means to file a claim. I would like a replacement floor attachment.

  

  Business Response

  Date: 07/12/2023

  *******,

   

  We have been in touch and issued a replacement. Thank you for your patience and 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:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** 40V push lawn mower sometime around May 2022. In May of 2023, it no longer worked. I don't recall the exact amount that I spent on the machine (but I did register it shortly after purchase so ***** should know exactly what I paid for it), but it was at least $350. I contacted ***** in early June and confirmed that they would be willing to pay to have my machine fixed and that it was still under warranty. At that time, I was provided with a company to contact. Since then, I identified another company that ***** contracts repairs with. This is where things went awry as neither facility is either able or willing to repair my machine since they already have multiple machines that they need to fix and there appears to be a major backlog of parts from *****. I sent the company an email on 6/14. They responded on 6/28, which is when I sent another email to them explaining that nobody was able or willing to fix my machine and I either wanted a new machine or a full refund. I selected refund below as that would be my preferred resolution as I expect that a new machine will likely have the same issues in a year's time, but I would be agreeable to being sent a replacement machine. To date, I have not heard back from them. I have attached that email trail.

  

  Business Response

  Date: 07/12/2023

  Than you for reaching back out to us. We will work with you to come to a resolution today. Sorry for the frustration through this process. Please let us know if there is anything else we can do. 

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ***** fan at **** ***** on 7/5/20 for $49.97 plus tax and it quit working. The fan has a 3yr warranty and it is still under warranty as today is 6/30/2023. I would like to have the fan replaced. The type of fan is *******, **************. I called ***** at ************** on 6/30/23 without talking to anyone on hold for 60 minutes. I tried texting with no response. I did a chat and I have copied the chat below. I don’t know what else to do to for help in this exchange. ***** website on 06/30/2023 and accessed their chat option. This is their response "1:39 PM Thank you for contacting us. Due to high volume our chat associates are not currently available. Please try again in a few minutes. Thank you for your patience.” “Hello, thank you for contacting *****, I am your ***** Virtual Assistant. MSG&DATA rates may apply. Text STOP to unsubscribe. Our Live Associates are currently unavailable. Our Associates are normally available: MON-FRI 9AM-6PM EST and SAT 10AM-6PM EST. How can we help you today? A) Order Status B) Service Centers C) FAQ.” Chris G*** “I have a ***** fan that is under warranty and it is not working properly. It has a 3yr warranty and it is still under warranty. I would like to get it replaced. 1:40pm. The ***** chat response was, “Please enter your 7-digit order confirmation number. Example #: ******* Please remember tracking info can take up to 2 business days to populate after the order is placed. 1:40pm.” My response, “Chris G*** * 1:51pm” Chat response, “Sorry. Please give me the order number again. 1:51pm.” My response, “Chris G*** I don't have an order. I need a replacement. 1:53pm.” Then ***** chat response, “Sorry. Please give me the order number again. 1:53pm.” I texted, chatted, and called with no answer from anyone at *****. My call on 6/30/23 started at 1:30pm-2:30pm with no answer. I don't know what else to do other than to file a complaint as none of their options work. I have included a copy of the **** ***** receipt. HELP!

  

  Business Response

  Date: 07/12/2023

  Thank you for speaking with us yesterday. We have pushed an order through our system to make sure it processes. Sorry for the delay and wait. Please let us know if there is anything else we can assist with in the future. 

• Initial Complaint

  Date:06/30/2023

  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 new ***** lawn mower and 2 40v 6Ah batteries to go with it last summer. This spring, when I tried to use it, one of the batteries wouldn’t charge. Then last week the second battery also wouldn’t charge. I contacted the store where I bought them, **** *****, and was told I would have to contact ***** directly to have them replaced under warranty. They told me the mower has a 5 year warranty and the batteries have a 3 year warranty. I sent ***** warranty center a message about it on Monday, and I still haven’t heard anything back. I just want the faulty equipment replaced. These are very expensive to only last one year. I need to mow my lawn, it’s already past due as it is because of the rain.

  

  Business Response

  Date: 07/13/2023

  Thank you for speaking with us yesterday. We will work with you to get those batteries replaced and get you up and running again. Thank you for your patience and being a ***** customer. 

  Customer Answer

  Date: 07/13/2023

  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 told them I don’t want them replaced. They took too long to respond to my messages and I had to go out and buy a new lawnmower. I do not need the defective one or the batteries. I want my money refunded. These items are very expensive and they have a warranty on them, so if they only lasted 1 year then I deserve a refund. It’s not my fault they were backed up on customer warranty issues and I shouldn’t be held responsible for the company not hiring enough people to resolve them in a timely manner. I can’t go over a month without mowing my lawn in the middle of the summer during rainy season.
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 07/13/2023

  *******,

  I am sorry for your frustrations. I have passed your receipts over to the associate you are speaking to currently. She will coordinate the pick up of your old unit and refund. Again, I am sorry for the frustrations you have encountered and please let us know if we can help with anything in the future. 

  Customer Answer

  Date: 07/17/2023

  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 will consider this resolved when I have the refund for the mower and the battery pack that I paid for and are now all useless in my bank account. So far I’ve received one message about refunding my mower, nothing said about the battery pack, and no information about how I am to process the return other than having FedEx pick it up from my home. I will need a lot more details about how that is going to work out and when, and for both items.
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 08/02/2023

  *******,

  We are picking your old mower up and refunding your unit. Thank for your help through this process and we are sorry for your frustrations. Please let us know if we can help with anything in the future. 

  Customer Answer

  Date: 08/02/2023

  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 mower was picked up by FedEx on 7/27/23 but I still have not received any refund. I was told I would be refunded when it was picked up. I tried emailing the contact person who has been sending me messages asking when and how I’d be getting the refund, but have not received any response. I was also told that I would not get any refund for the battery that I bought separately from the mower, so I’m still out $269 +tax that I paid for that. 
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 08/13/2023

  ******,

  You should have your refund at this point. Please let us know if you haven't received it yet. Thank you for your patience. 

  Customer Answer

  Date: 08/14/2023

  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 refund for the lawn mower. I have not received a refund for the battery/charger pack that I bought that cost me $269 +tax.
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 11/10/2023

  Second check should have arrived. Sorry for the confusion. 

  Customer Answer

  Date: 11/10/2023

  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:06/30/2023

  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.

  Bought a 40V power lawnmower, we are in the 2nd season of using it and it is difficult to start. Contacted **** ***** where we purchased it and they said to contact a supervisor at *****, we have been trying to call since 6/26/23. They have not returned a call, tried live chat they said I would be connected to super, it never happened, then e-mailed our concern the response was it would take more time since there was high volume. **** ***** will not take items back because ***** reimbursement is low. The business that would repair ***** items no longer does so because reimbursement is low and it takes a long time to be reimbursed. Our battery warranty is for 3 years,and we have a 5 year extended warranty. We asked ***** for a copy of our receipt and/or warranty but have not heard from them. Unfortunately for us we can not find our original sale receipt.

  

  Business Response

  Date: 07/24/2023

  We have been unsuccessful in our attempts to make contact through the phone and email. Please reach back out to us if you would like to discuss this situation. 

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair 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 was sold a lawn mower and battery with the impression that I had a 5-year warranty on it. ***** has been misleading its consumers and customers with advertising at highlights a 5-year warranty but in the small print it's only 3 years on the battery. When the battery goes out the mower therefore doesn't work which is in the 5-year warranty. I just want to working battery for my lawn mower. It was a very expensive set and now it's worthless because of the battery. ***** knows this. That's why they use a lesser warranty for the battery but they don't advertise it. They let you assume and believe that you have a 5-year warranty. When you don't. I would like my battery replaced or My money back for these scam battery products. The battery is hardly work and when they get defective there's no one to help you with them and the yard equipment is worthless and junk now without a battery.

  

  Business Response

  Date: 07/13/2023

  We have reached out via email a few days ago asking for more specifics on the units that you own or any receipt information. Please let us know when you are have a moment. We will assist the best way we can. 

  Customer Answer

  Date: 07/13/2023

  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 haven't received contact yet and would like my battery replaced.  I know they are going to throw the dishonest warranty bs at me, but like I said the sales at **** ***** told me 5 years not 3.  Unless there's an email with tracking on a working battery I do not accept resolution of the complaint.
  
  Regards,
  
  William Mckasson

  

  Business Response

  Date: 07/13/2023

  I just sent another email to the address filed with this complaint. Yes, there is a 5 year warranty on the unit and 3 year on the battery/charger. I would like to understand the specifics with model numbers and serial numbers. I understand if you do not have a receipt, but the other information would be needed. Thank you for helping me through this process. I hope we are able to get to a resolution. 

  

  Business Response

  Date: 08/02/2023

  I shipped a replacement battery on 7/14. Tracking FedEx: **** **** ****. 

   

  Customer Thanks for for my help on the email. 

  Customer Answer

  Date: 08/03/2023

  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.  They shipped me a replacement battery and everything works fine now again thank you.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:06/27/2023

  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 made several attempts to call ****** regarding my drill purchased in Oct 2022 that is no longer working and is still under warranty. Automated service gives you the option to hang up and not have to hold and someone will return your call, no one ever called me back. Finally after 4-5 tries I decided to stay on the line, I was waiting for someone to answer for 3 hours and 1 minute before I finally hung up. The closest service center to my house is 90 minutes away. I have to ship my drill to them (****** Power Tools) in *******, FL because I certainly am not driving 90 minutes 1 way just to drop off a drill, then will ship back to me in 3-12 weeks. So I have to be without a drill for possibly up to 12 weeks! This is ridiculous!! This is under warranty, I shouldn't have to pay to ship anything. I should also have closer/local options. I would be happy to return my drill for a full refund. I do not plan on ever doing business with this company again. I have never had such a hard time getting a hold of someone and never been on hold for so long, just to end up having to hang up, because no one answered after 3 hours,

  

  Business Response

  Date: 07/11/2023

  Thank you for speaking to us last week. We are working hard to handle all customers in a faster and more focused manner. Thank you for your patience during this time. 

  Customer Answer

  Date: 07/11/2023

  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. 
  
  When ****** called me last week, they refused to even acknowledge they were contacting me because I contacted BBB. They made no offer, and I didn't even understnd why they even called me.
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 07/12/2023

  Tammy,

  We will reach out to you again today to speak about your concerns. We apologize if there has been a miscommunication. 

• Initial Complaint

  Date:06/23/2023

  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 wanted a smart garage door opener so I purchased one from *****. The ***** garage door opener we purchased has an app that you use to open and close it . The app is terrible and is either completely not working or glitching . They make no attempts to fix it and you can see proof of their incompetence by looking at the reviews for their app . Also one of the physical garage door openers that goes on the wall came broken as well. The app is such and issue at this point it is false advertising.

  

  Business Response

  Date: 07/12/2023

  We have attempted to reach out to you, but have not been able to make contact. Is there a better way to reach you?

• Initial Complaint

  Date:06/22/2023

  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 ***** *** ** ********* 20 in Cordless Electric Battery Walk Behind Self-Propelled Mower with 6.0Ah Battery and Charger on October 18, 2022. Model No. *********** Serial No. **************. The mower was purchased and shipped from **** ***** on October 27, 2022 and I received it on October 31, 2022. Due to it being winter I did not need to use the mower until the beginning of May 2023. The mower was used less than 10 times before it stopped working. The battery is fully charged and the part of the motor that operates the self-propelled feature works but the part of the motor that operates the blades has stopped. I figured that since it is under a 5 year warranty there wouldn't be an issue of either getting the mower repaired or replaced. I have discovered that it's not that easy. I contacted ryobitools.com customer support center and was advised that I needed to take it to an authorized repair center. Problem is the two closest to my home are 155 and 198 miles away which is obviously very inconvenient. They offered to send me a return label but it would be at my expense to have it packed. It's a lawn mower; not that simple. One agent even told me that "he was going out of his way to provide me with a label". Very poor customer service. I was told by another agent that I would receive an email with the name of the center willing to take the machine. Never received that email. I called both service centers and was very discouraged in being given reasons such as "sounds typical for these mowers" to "parts are hard to get" to "it can take weeks to possibly repair". Let alone the cost to me personally to get a new machine repaired that is under warranty. I expected more from this company. I am now having to go out of pocket to hire a lawn company until there is a resolution. This product should not be sold if there aren't conveniently located repair centers. I should at the very least be able to return or exchange the item from where it was purchased.

  

  Business Response

  Date: 07/12/2023

  Thank you for speaking with us yesterday. We will get you a resolution by today. Sorry for the frustrations in this process. 

  Customer Answer

  Date: 07/24/2023

  I wanted to let you know that the company fulfilled their agreement in replacing the mower, battery and charger.

  
  

  Thank you,

  *********

• Initial Complaint

  Date:06/15/2023

  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 own an electric lawnmower that broke about two months ago in March/April 22 with less than one year owned. See attached **** ***** receipt. I've called on two separate occasions and both times.. including today I waited up to 47 minutes with ***** customer service. I called about 4 weeks ago originally and spoke with Alex S****** who send me information for service centers having already been to **** ***** twice to request them to fix. I called service center and the closest one is out of business which was supposedly in ** **********. The only other one is 40 miles away according to ***** system but is closer to 50 miles away from me. It was called *** **********. I called them and they stated that they have no specific turnaround time and it was suggested at minimum several weeks. Their online reviews state the same. The lawnmower motor does not start and based on sticking my phone inside the side of it, I was able to see that all the electrical wiring is rusting. Since it was clear what the issue is, I wanted to know if that is something clearly they could order parts for to find out how long it would take. I am not getting reasonable responses or help. Every other service center I was given is like 75+ miles away. The sheer time it has already taken me to research how to get resolved is already becoming worth more then the parts themselves. I am requesting a new base lawnmower (don't need battery or charger) as it is not realistic to have me drive all of this out of route miles and incur losses on the inability to use the product for the time that has already occurred, let alone the time waiting for them to diagnose what I already know and then wait for them to "GET AROUND" to doing it. Please just honor your warranty and send me a new one. This is not supposed to completely stop functioning with less than a year and this process is degrading. If this doesn't work, you are forcing me to go out and buy a new one and I will never buy a ***** product again!

  

  Business Response

  Date: 07/03/2023

  We have been in touch with this customer. We are doing a replacement for this unit, but let him know we are working hard to find a service center closer to his area.