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:05/12/2023

  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 bought a ***** bundle (trimmer, blower, battery, and charger). The battery comes with 3 years of warranty. The battery is currently not working while it is under warranty. I called ***** customer service, but no one picks the phone. I left my phone number for a call back, but no one has called me back. I sent an email, but never got a reply. I would like to get a replacement battery and get compensated for the hassle they put me through.

  

  Business Response

  Date: 05/18/2023

  We have been able to get in touch with you. We have a replacement battery ordered. You should be receiving tracking soon. 

  Customer Answer

  Date: 05/19/2023

  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:05/12/2023

  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 a ***** weed wacker ( *******) . Recently it began making ringing / doorbell noise when I pull the trigger. Instead of doing the yard work I needed to get done, I put it away and attempted to contact Customer Service / Tech Support (not wanting to risk damaging the tool). I called their ************ # on Saturday 5/6/2023. I was left on a hold for well over an hour and had to hang up as my phone battery died waiting for someone to answer. I tried to find an email address online – but the only was way I could find to send them a message (I do not text) was to create an account on their website. I sent them a message telling them I needed information pertaining to the issue so that I could finish my yardwork (I live in a town that will fine you if the appearance of your property / house is not kept up to their standards). ***** never replied to my message. Since then, I have resent the message over and over and over – with still no reply. I have called over and over and over – with the same result – hours and hours of wasted time on hold with no resolve. When I attempted to contact Techtronic Industries (************ / company on tag of weed wacker) I basically got the same recording / *****. If I knew this previous to purchasing tool – I never would have bought from this company. Please have one of their representatives contact me with information pertaining to my issue or have ***** refund the money for the tool so that I can purchase a product from a company with a competent support staff. I have already wasted far more time / aggravation then the tool is worth.

  

  Business Response

  Date: 05/22/2023

  We are attempting to reach the customer. Please reach back out to us from our voice mail or email. We look forward to assisting you through this matter. 

• Initial Complaint

  Date:05/03/2023

  Type:Billing 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 lawnmower in 9/2021 which comes with a 5 year warranty. The lawnmower stopped working April 2023 and I contacted ***** who advised the lawnmower would need to be brought to a repair shop. I contacted local shops all of which are 4-12 weeks out just to look at it and repair it but the issue is most repair parts are on back order so even if they find the issue it may not be able to get repaired for months. I was contacted by ***** who refused to assist and advised I just have to wait. I have no other lawnmower to use and find it unacceptable to wait months and the company is refusing to assist or find any proper resolution to the problem.

  

  Business Response

  Date: 05/22/2023

  We spoke with ***** Small Engine. All the parts are available and their wait time was 4 weeks out from when you dropped it off. They should be close to clearing the repair soon. Thank you for your patience. 

  Customer Answer

  Date: 05/30/2023

  I just have not had any updates from the shop and it has been over the 4 week time period…I had to purchase another lawnmower because of this issue and I just do not see how this is the proper way to handle this situation…..it is very disappointing considering how many Ryobi products I own…..I really had higher hopes

  

  Business Response

  Date: 06/06/2023

  We have initiated a replacement of your mower. I am sorry for the experience that you had at the service center. You should be seeing an email with confirmation and then a follow up with tracking information. Please let us know if there is anything else we can help with in the future.  

  Customer Answer

  Date: 06/06/2023

  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:04/28/2023

  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 just purchased the ***** One+ 18 v Trimmer and Blower to do some light work on my lawn. After following directions on the manual carefully I tried it out and within 5 minutes of using it the ***** trimmer started having smoke coming out of it. I couldn't believe my eyes and never had a tool fail like this before very disappointed with ***** quality of products for something I spent more than $200 on.

  

  Business Response

  Date: 04/30/2023

  Please reach out to us on Monday through phone, text or chat and we would love to offer you assistance. Thank you for letting us know and we will be glad to help.

• Initial Complaint

  Date:04/27/2023

  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 purchased a ***** hammer drill about 6 months ago and it has already broke from normal use. I asked ***** about the warranty since it was so new and the defect was not from something I did. I was told to mail it to a repair location, which I did. I called today and asked when I can expect the tool to be repaired and returned and was told it will be at least two months to just repair a drill. I was not told this before I sent the item and it puts me in a tough spot since I can't wait two months to get my drill back and I certainly won't be buying another ***** drill if this is the kind of warranty offered. I called ***** to see if there is anything they could do and was told no and that there was no one else I could talk to so it prompted me to file this complaint in hopes it would reach someone who can give better customer service.

  

  Business Response

  Date: 04/30/2023

  Matt,

  We will be reaching out to you on Monday for assistance. 

   

  Thank you for your patience. 

  

  Business Response

  Date: 05/16/2023

  Sorry for your frustration. We have replaced your tool. Please let us know if you need anything else. 

  Customer Answer

  Date: 05/16/2023

  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:04/25/2023

  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.

  Hello BBB, I was given a ***** 18 volt 1/2" 2 speed drill-driver Model **** as gift about 7 months ago as a gift- concerning the 2 Lithium Ion Battery Packs (****), one of them does not charge-and the other does not hold the charge-I really like the tool for doing light work around my home, and I haven't used this tool that much and have not abused it. I really would like for the company to send me 2 new batteries packs **** (*********) Thank You BBB for assisting me. *****, US Navy Veteran

  

  Business Response

  Date: 04/30/2023

  Please reach out to us at 800********* with your kit at hand. We will run through some diagnostics and gather some information from your tools. If it is under warranty and defective, we will offer a few different solutions. We look forward to helping you further! 

  Customer Answer

  Date: 05/01/2023

  I will call the number provided -1 800 ******** but they never informed what extension # or point of contact name.

  V/R

  *****

  Customer Answer

  Date: 05/01/2023

  OK, I just called them at 11:40 EST the recording stated that there is a long wait list, because due to high volume of calls-I took there option for them in calling me back-on my cell number.

  (*** ********) so I am just waiting-I will inform you of the outcome.

  V/R

  *****, US Navy Veteran

• Initial Complaint

  Date:04/24/2023

  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 ryobi lawn mower last year with a 5 year warranty on the battery. The battery is not working and flashes red/green when charging which says on the battery that means its defective. I tried calling, texting and live chat to the numbers they provide. All i get is a chat bot asking for my order number or a 90 min. wait time. i want a new battery. 40 volts 6ah.

  

  Business Response

  Date: 04/30/2023

  Sorry for the frustration. We were having technical difficulties last week. Please reach out to us via voice, text or chat on Monday and we will be glad to assist. Thank you for your patience. 

• Initial Complaint

  Date:04/20/2023

  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 got a brand new hart brad nailer gun from walmart. Right out of the box nailer did not work.I am not sure what the issue is but tried contacting their customer service multiple times.Phone wait times were about 1 to 2 hours .I was able to chat with someone who really did not care and he kept disconnecting me and in the end he may have blocked me because i could not get through anyone after that.My item is defective but I can't get through to anyone

  

  Business Response

  Date: 04/28/2023

  Sorry for the frustration with your new product. If you item is new, I would suggest returning it to the store that it was purchased from otherwise we need to get it to a service center for repair. Please let us know if you need assistance locating a service center. . 

• Initial Complaint

  Date:04/19/2023

  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 April 14, 2022 I purchased a ***** 2-Cycle String Trimmer (**********) for $149 ($159.43 after tax). I purchased this at *** **** ***** off of **** ******* **** ************ ** *****. At the time, this location had a service center that would service warrantied ***** products. I've taken other ***** products to this location for service in the past. It is less than 5mi from my home. My string trimmer includes a 2-year warranty. My string trimmer is currently under warranty. Sometime recently, *** **** ***** stopped its service agreement with ***** to service warranty items at their locations. After trying to have customer support help me with my string trimmer, it was recommended that I take the unit to the closest warranty service provider. Now that *** **** ***** no longer services ***** items, the nearest service center near me is ~1.5hrs away in Lima, OH. I'm in Sunbury, OH. ***** expects me to deliver or ship the item to this location, on my dime. No reimbursement even though the item is under warranty. This is unacceptable and not what I agreed to when I purchased the product. Customers should not be punished because ***** and *** **** ***** fail to get a long. I would like ***** to send me a box to ship the item to have it serviced, or the item replaced/refunded. Immediately.

  

  Business Response

  Date: 04/30/2023

  Robert,

  We are attempting to contact you to assist with this issue. Please reach back out to us at your earliest convenience. 

  Thank you

  Customer Answer

  Date: 05/01/2023

  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 would like everything from ***** in writing.  I will not be speaking to anyone on the phone as I want written documentation.
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  

  No on has reached out to me via email as they stated they would...shocking *****!

  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 05/22/2023

  We have tried multiple times to get in touch. We have received a response on 5/22. We hope to be able to work towards a solution from this point. 

• Initial Complaint

  Date:04/18/2023

  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 bought a Black Max lawnmower for my son on May 8th 2022 from ********com, using my ******* *** Card. ******* has a 90 day return policy, they told me to contact Black Max. I went to the Black max website and it says there is a one year warranty on the product. I reached out to Black April 15th, 16th, and 17th. On the 17th I was finally able to get a hold for someone who gave me a list of authorized dealers in the area. I called ***** *** in ********, Pa - no answer. I then called ******** Outdoor - also no answer. I called *** in Everett, Pa are not an authorized dealers and ******* **** in Augusta, WV was a no answer. The one year date of purchase is coming up soon and I need a lawn mower, Now that I can't get a hold of anyone to replace or fix it, I have to buy a new one. I paid 380.54 for a lawn mower that I haven't even had a year and can't find anyone to help me fix it or replace it. I live in Maryland, so I don't mow the lawn year round. It has been used maybe 20 times on a flat yard that is about an acre big.

  

  Business Response

  Date: 04/28/2023

  Sorry for your frustration. To better assist you, Would you be able to provide the model number and serial number?

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:

  Model Number - *********

  Serial Number - Mower - ************

  Serial Number - Engine - *************

   

  22 inch cut mower - Black Max 22-inch 150cc Self Propelled Gas Mower with High Rear Wheels

   

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 05/01/2023

  I am sorry to say that this unit was not manufactured by us. 

   

  Please reach out to **** * ********************.com or ************

  

  Business Response

  Date: 05/18/2023

  Wendy,

  I just email my contacts at **** your information. I hope they are able to get in touch with you soon. I wish we could help. 

  Customer Answer

  Date: 05/19/2023

  Better Business Bureau,
  
  I spoke with Corey from ***** Customer Service and explained what happened to the mower.  he gave me a useless contact number for Briggs and Stratton.  Now it on to fight them about this lawn mower.  Thank you. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********