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:05/26/2023

  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 riding mower from ***** April 2021, and have had one problem after another since that time. The most distressing includes the following: - original lawnmower batteries were faulty and did not work the second summer - I received contradictory information from different employees about the best way to store and keep the batteries healthy over the winter - ***** sent replacement batteries but they did not arrive for about 6 weeks, at which point it was too late to replace them as it was the end of the mowing season. They told me I did not need to charge the batteries over the winter even though I explicitly asked them. - Furthermore, I incurred $480.00 of border charges for the replacement batteries that ***** promised to reimburse, and 10 months later I still haven't received reimbursement. - When I opened the replacement batteries, the handles were broken. After replacing them, there was too little charge to use them, and I had to buy additional chargers to get them charged enough to drive to my charging port. - The batteries functioned very poorly and I immediately called Ryobi, and they stated they could send replacement batteries. This was 5 weeks ago. Last week I called to follow up and they told me the order hadn't even been processed. They gave me the manager's number but the manager never called me back. This week the batteries are dead and I have no way to mow my 2 acre lawn. I called again today to find the order STILL had not been processed. The manager had not called me back and was still not available to speak. - Additionally, one of the tires was defective last summer and ***** sent a replacement tire which was the wrong tire (for the wrong mower), and they still haven't sent the correct tire, either. - I have spent hundreds of dollars getting help from my handyman because there is no one in my area who knows how to service ***** products. ***** should not sell such complex products in areas where no one has a any expertise to service them.

  

  Business Response

  Date: 06/10/2023

  We have been in touch with this customer and are coming to a resolution. Sorry for any of those random charges you received, but we will get those worked out. Also we will make sure to get your mower new batteries. 

• Initial Complaint

  Date:05/26/2023

  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 ***** lawn mower from **** ***** Honolulu in April 2021 that came with a 3 year warranty. The mower stopped working this past weekend and when I contacted ***** they told me I would have to pay for shipping to the mainland if I wanted the mower fixed, because they do not have service centers on any of the islands. This is unacceptable; as the cost of shipping a mower across the Pacific is more than purchasing a brand new mower. This is also false advertising, as they require you to pay for fixing the mower if you purchase their products in Hawaii. This company should fully refund me for my mower, as they did hold up their end of the purchase agreement, as this mower is not covered under warranty. Please view my chat with the ***** agent attached.

  

  Business Response

  Date: 06/10/2023

  Sorry or your frustration. We have been in touch with you and are working on refunding your unit. Please let us know if we can help with anything else. 

  Customer Answer

  Date: 06/16/2023

  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:05/24/2023

  Type:Delivery 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 ***** **** ****** and the 40 volt battery is not functional. Three weeks ago, I contacted customer service. The part is under warranty, and I registered it on your website. We concluded that the battery had to be replaced. The customer service representative assured me that the part would arrive within 7 – 10 days: ID/Order# *******. Sadly, the battery has not yet arrived. I called your contact number, and the order status keeps saying that it is in transit. For 3 workdays I tried to reach customer service to get more information about the order and possibly help in expediting it, but there is no answer from this department. The following are the dates I called and the time spent on hold: 5/5 – 56 minutes, 5/8 – 1:08, 5/8 – 5pm est. – office closed despite 6pm est. stated closing, 5/9 – 1:24. I think it is very apparent that customer service has no intention of providing customer service. I attempted to chat with a representative online. That was a very unsatisfactory experience. Ultimately, ***** ******, Small Engine Technician’s Assistant, forwarded me to another department that could better assist me. I followed the link she gave me and what I found angered me greatly. In order for me to get help, I had to pay $5! The site did say that I would be reimbursed, but to get help for a faulty part or track a part one should never have to pay and provide one’s credit card to any entity. All in all, I spent more than 3 hours on hold. There is no excuse for this service, especially when you consider they could have had Amazon send me the part within 2 days, or had made an arrangement with Home Depot to give me a new battery. This company should have an F rating!!!

  

  Business Response

  Date: 06/06/2023

  Sorry for your frustration. The order was placed incorrectly at that time. We have straightened out and it appears the battery arrived on 6/1. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:05/23/2023

  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 made a warranty claim on May 8th for a 54 inch zero turn riding mower that was under warranty for a blade adapter that had sheared to pieces. I was told I would receive an e-mail verifying my claim. I did not receive and e-mail. When I called back to request written confirmation of my claim and an estimate of shipping the replacement part I was told I could not receive an e-mail confirmation and was instead given only a number (*******). I was told an e-mail telling me the item had shipped would arrive by Friday May 12. No e-mail and no shipment occurred When I called back I was told it would take until May 19th to arrive and I had to wait until then before asking for a supervisor. It did not arrive, nor did I receive a confirmation I called again on the 19th requesting a supervisor. I was told that Erik B***** (**************************) a supervisor would reach out to me that day. He did not. I still have no confirmation that I have a warranty claim, no part, no e-mails of any kind (except the surveys they send to rate the experience -- I've gotten one of those for every time I've called, so I know for a fact their system knows how to send me e-mails) A warranty is a legal claim, and I feel I'm purposely being deceived and slow walked either to not fulfill the warranty or to run out the clock on the warranty. Either way, not having access to a mower for over 2 weeks is a debilitating experience for a homeowner. I need to have this warranty claim addressed with seriousness.

  

  Business Response

  Date: 06/07/2023

  There was an error and shipment and our original order was delayed. We are shipping the items directly from our office and will supply him the shipping information once we have it available. We will continue to work with Mr. ******** until it is resolved. 

• Initial Complaint

  Date:05/22/2023

  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.

  08/12/2021 I purchased a ******** **** ****** and I used it twice and it stop working completely. I called the company and they sent me to a repair shop to have it fixed. I traveled all that way for the service person to tell me it's going to cost me, the repersentive said it would be free. The blower is brand new used it twice what a waste of time and money...

  

  Business Response

  Date: 06/06/2023

  Sorry if there was any confusion. Service Centers charge a diagnostic fee before accepting a tool for repair. If it is proven to be a manufacturing defect, the service center will repair the unit under warranty and refund any diagnostic fee paid. Please let us know if we can help with anything else. 

• Initial Complaint

  Date:05/16/2023

  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.

  ***** was contacted 7 months ago. To Sophia assistant manager **** ***** (9/12/2022) “if, as a dealer, you can get in touch with *****, I would appreciate it” (Informing her the lawn mower dangerously threw itself into reverse). (9/13/2022) “I have [given] ***** your contact information.” (9/30/2022) “still haven’t been contacted by *****.” (9/30/2022) “once again contacted *****…I gave them this e-mail address along with your phone number.” According to one of your technicians, ***** knew this was a problem “if the batteries are dropping their voltage [and] the battery pack drops too low under a load, …the controller will lose the zero position for the accelerator” meaning the mower doesn’t know if it is going backward WHEN IN FORWARD. With only 9 months’ use, after only 25 minutes of operation, the mower throws itself into reverse. It has been at an authorized ***** repair location for Two Months. I have a video showing the mower set to forward immediately going into reverse, at full speed, a lethal hazard on my property.

  

  Business Response

  Date: 05/18/2023

  Just wanted to update. We have left a couple message for him, but have not heard back yet.

  Customer Answer

  Date: 05/30/2023

  No call from Eric B***** at *****. Repair guy called me, and surprise, he knows who B***** is, says he often takes a week to respond. He also said ***** continues to NOT send him specifications so he can analyze what’s wrong with the mower—apparently specs are a state secret, even to be kept from their authorized repair guy. Repair guy has now had the mower 2 1/2 months, has written ***** a letter to that effect, and they still haven’t given him info he needs to analyze the problem. 

  
  

  I called at least three times, starting last Thursday. Left a voice mail each time. 
  

  
  

  ***

  

  Business Response

  Date: 06/06/2023

  We have been able to get in touch with with Mr ******. Currently we are gathering information about his situation between him and the ASC. We hope to be close to a resolution within the next few days. 

  Customer Answer

  Date: 06/20/2023

  Received the refund, so the case is resolved.

  
  

  ***

• Initial Complaint

  Date:05/16/2023

  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.

  There was a recall with one of their products. I have gone back and forth with them for several months. Finally they agreed to approve to have the product serviced. I found a service center to complete the work on the product. Now the company refuses to pay for the work and I cannot get my product back. The manager refuses to return my calls. Promised to me a check was mailed out, while at the same time told the service center they’ll get paid “when they get around to it” and “it’s not that high of a priority for them”. I’ve tried everything. I just want them to pay the service center so I can get my item back.

  

  Business Response

  Date: 05/17/2023

  We pushed that check. ***** tracking# **** **** ****, & should arrive by 4:30pm 5/18/2023

• Initial Complaint

  Date:05/15/2023

  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 5/17/20, purchased new ***** 2900 gas pressure washer. Used the unit twice in the last 3 years. On 5/14/23, within the 3 year warranty as specified by the owner's manual, we attempted to use the unit, powered the engine on, and no water and/or water pressure would come out of the sprayer/nozzle. After a few minutes, the engine turned off automatically. We then powered the unit back on and the pump on the bottom of the unit exploded/cracked rendering the unit unusable. That same day, I went to the point of purchase (**** ***** in Bethlehem, PA), who, after telling me they'd replace it over the phone, stated that because they no longer sold this unit, it had to be replaced by *****. This morning (5/15/20 - still within the warranty period), I contacted ***** and advised them of the above only to be told I would have to drive an unreasonable distance (over an hour to ********* Township or Kingston) to have it repaired/looked at before they could replace the unit. Being that the warranty will be null and void as of 5/17/20, I found this to be a very unreasonable request as this only allows me 2 days to move around all of my affairs/rearrange my schedule to drive 1+ hours to have this problem addressed. Both **** ***** in Bethlehem and ***** were very unaccommodating despite having replaced/honored warranties on other previously purchased items. This whole experience has been burdensome to say in the least.

  

  Business Response

  Date: 06/07/2023

  We have been in touch with Mr. ******* on 6/6 and offered a replacement for his item. It should arrive within the next couple weeks. This replacement item will not carry a warranty since his current item is at the end of the 3 year warranty. 

  Customer Answer

  Date: 06/07/2023

  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:05/15/2023

  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 ***** jigsaw in March 2022. I registered the product on the company website. Since the purchase, the tool has failed; it will not accept a blade. Without a blade the tool is worthless. I've been in contact with the company since early March with no resolution. I was referred to two service centers. Neither one could/would help. ***** is not standing by their warranty.

  

  Business Response

  Date: 05/20/2023

  We have been in touch with Mr. ********. We are picking the tools up to repair. We will be in touch once we receive the unit and understand the fault. 

  Customer Answer

  Date: 05/22/2023

  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, to a point. The message from the business references "fault". I am not responsible for their defective product. So, I accept their repsonse in most part. I am in no way at "fault" for their product's design. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:05/15/2023

  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 purchased the ***** *** *** ***** gas trimmer on 8/20/22 and only used it a few times before storing for the winter. The trimmer will now not start and leaks fuel. I contacted the manufacturer and even though there is a full warranty on the item they want me to spend money to have it repaired. This should be repaired at their cost and include any shipping that may be required. At this point I just want a refund for the $117.00 I paid for it.

  

  Business Response

  Date: 06/05/2023

  Thank you for reach out to us about your frustration. We have been in touch and are replacing your unit. Please let us know if we can help with anything else.