Important information
- Customer Complaint:On 03/13/2025, the business contacted BBB and provided the following statement for its customers:
"If you are contacting us in regard to the RYOBI mower recall, please understand that they are working to get your claim resolved. RYOBI is working to get your order processed as soon as possible. If you have been in contact with RYOBI and received an order acknowledgement, no further action is required. However, please allow an additional 2-4 weeks for your replacement to be delivered."
Complaints
Customer Complaints Summary
- 407 total complaints in the last 3 years.
- 179 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/19/2022
Type: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.
Filed warranty complaint regarding Ryobi pressure washer catching on fire nearly burning myself and garage, burning my lungs with plastic chemicals- cannot get response from company in regards to replacement or refund for defective deadly product. Sent multiple emails and cannot get response
Business Response
Date: 10/25/2022
Our Team reached out to you on 10/19 and it appears you were able to come to a resolution recently. Please let us know if we can help with anything else.Initial Complaint
Date:10/13/2022
Type: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 am requesting that ***** honor the warranty on my lawnmower and replace it. Or maybe give me a $200.00 voucher towards a NEW one, as way to resolve the issue. I paid $268.82, for it and used it three times. I purchased the lawnmower last year at **** *****, on August 15, 2021. I used the mower several times last year and it was fine. This year it simply would not work. It starts up and stalls out on grass. I returned it for repair `THREE TIMES, once at a local business now closed and twice at the ****** **** ****** where I live - Phone number (303) ********. - Invoice - ************ The **** ****** tool center thinks it is something I am doing. It is NOT. Yes, I charged battery and extended the handles. I have all the documents if you need them. But **** ***** also has the records. Please honor the warranty. There is long e-mail chain of correspondence with your customer service department about this problem and they just keep telling me to get it repaired. I tried that!Business Response
Date: 10/22/2022
We have been in touch with you and have arranged a replacement of the unit. We are getting old unit back to examine the issue, but you should be receiving your new unit soon.Customer Answer
Date: 10/24/2022
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. I am happy with this response, I have not received the new mower yet, but that is all I can ask.
Regards,
*** *******Initial Complaint
Date:10/11/2022
Type: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 4 batteries and 4 chargers that do not work. I have done everything that this company has asked me to do including taking these items to 3 different service centers. I have a claim number for said items and ***** is now telling me that the service center did not fill out the claim form correctly the other two centers told me that they do not have time to test them. These batteries cost $180.00 each and chargers costs$125.00. I have been trying to get this resolved since March 2022.Business Response
Date: 10/25/2022
We have tried to contact you several times. Please reach out when you are available.Initial Complaint
Date:10/07/2022
Type: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.
In January of 2022 we purchased a ***** riding lawn mower which we did not use until March of this year. Once we did start using it the battery life was greatly reduced from what it should be. I tried several times with customer service to get the problem fixed but they referred me to a certified repair shop. At the beginning of May we took the mower in that had only been used for a total of 10 hours and they said that there was a problem with it and in fact they had a back log of other mowers with similar but different problems, all waiting on parts from *****. The mower is still in the shop and I have had to hire contractors to mow my yard since 1.25 acres is too large to regularly mow with a push mower. This is simply unacceptable and they have not made any attempt to make us whole after this loss from using there barely used product. I have contacted their support several times and they have refused to help me until a claim was made which the shop does not typically do until the repair is complete. They refuse to refund their faulty product, and I am far from the first person just in this area to have this problem with them. We have to pay 300 every two weeks for lawn service and this is solely due to the lack of a product we have already paid for. I am including invoices that still do not cover everything, we just have need been invoiced for September work yet.Business Response
Date: 11/21/2022
We have a remote service associate scheduled to visit the service center on Wednesday to complete the repair. We will update once the repair is complete.Customer Answer
Date: 11/23/2022
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 do not wish to own the mower any more after using it for 10 hours and having it sit in the repair shop for over 6 months. I want a full refund of the product. I also request reimbursement for the lawncare we had to pay for due to not being able to use the equipment we had already previously purchased.
Regards,
*** ******Business Response
Date: 12/02/2022
***,
The repair has been completed and is currently awaiting pick up at *** Mowers. One of my teammates just left you a message to get the receipts from you for your lawncare. Please reach back out to him at your earliest convenience.
Initial Complaint
Date:10/04/2022
Type: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 power washer *********** on August 31,2021. Initially I was happy with its performance. After three uses the pump developed a big leak from the pump body. It has three years warranty, so I tried to let them fix it. The way to get it repaired is that the customer service gives you a list of repair shops that "may be able to fix it". The customer has to keep on calling those shops hoping that one of them will be able to fix it. That is not the way it should be. Also, getting the unit to those shops will require several hours of driving. and that is cost prohibitive. It would cost me less to buy another one. I am under impression that the warranty claim process is designed to let the customer give up. I would like to get the unit replaced or my money refunded.Business Response
Date: 10/14/2022
We have tried to reach out to the customer to offer to ship the unit to the service center for repair. Look forward to hearing back soon.Initial Complaint
Date:09/29/2022
Type: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 battery powered lawn mower in June of 2022 and with it comes with a rebate to get a fast charger for the battery. I submitted the rebate on June 3, 2022 and there was a pop-up which showed a 6-8 week timeline of when I should receive the product. It's now been 16 weeks and still nothing. I went on Ryobi website and chatted with a customer support agent named Jesse and after telling him/her about my problem she then proceeded to elevate the case and told me I will have to wait 6-8 more weeks in order for me to get the rebate product. In total I will then have to wait 24 weeks in order to get the charger in which they told me I'd get it in 6-8 weeks.Business Response
Date: 10/14/2022
Sorry for the frustration. Order was placed on 9/29. The Tracking Number is *************Initial Complaint
Date:09/26/2022
Type: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.
Last year I bought a heart vacuum cleaner. Also a weed eater. Less then a month later and he weed eater battery died. How much for a new one ? Good question. About $150. Going forward they go on sale for about $70. Got one. Well now the trigger gets stuck on it. It flung sand in my face. There is damage to my eye as it went up under. (Go figure) my hart safety glasses! The vacuum. Yes then a year later is broken. U can’t even get replacement filters for it. It’s now on sale. $60 I paid over $140. Impact drill bits. I’m drilling thru a non metal surface. Drill bit breaks. Causing me to stab myself in the hand with the broken drill bit. Hart owned by this company. Your tools are not only garbage but EXTREMELY DANGEROUS. I advise all to use caution and avoid purchasing if you can. They only look pretty. Barely. You’ve caused some moderate to severe bodily harm and you make it impossible to find someone to reach out to to even get a resolution. This is a problem in itself. This is a horrible company managed by likely an even worse company and I appreciate y’all advertising all the horrible brands under your company. *********. *****. *****. I’ll pass on them all.Business Response
Date: 10/17/2022
We have tried getting in touch several time, but have been unsuccessful. Please reach back out at your earliest convenience.Customer Answer
Date: 10/17/2022
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.
email is best method to reach out. please email me at ********************.com
Regards,
****** *****Business Response
Date: 10/25/2022
We have reached out to the different email and left another message. We still have been unable to reach you. Please reach back out at your earliest convenience.Initial Complaint
Date:09/26/2022
Type: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 ***** *** Brushless Cordless Battery Attachment Capable String Trimmer with 4.0 Ah Battery and Charger on September 10th from **** ***** and am having a major issue. I first unboxed and started assembly on September 21st and immediately noticed the power head would not connect to the trimmer attachment. It appeared that the power head boom assembly was warped. I contacted ***** and they told me to take it to **** ****t for assistance. On September 22nd, I went back to the **** ***** where I purchased the unit, which is about an hour from my house, each way, in a different state, because it's the closest one with stock of this item. They saw the issue and exchanged the unit. When I got home, I unboxed the item and saw the exact same issue with the new one. This time I took photos and sent a message to ***** regarding the issue. ***** is refusing to assist me, they instructed me to take it back to **** ****t as they are an authorized repair center. I spoke with my local **** ***** about it at the Tool Rental desk, the gentleman informed me that I would have to pay $32 and they would send it to Atlanta for repair and it would take at least 3 months to come back. I'm not paying anything, I'm not waiting 3 months to use a brand new device I purchased, and I'm not having a brand new device repaired. There is obviously a manufacturer defect with this model and that is why it was pulled from all my local **** ****** as well as *************. I have wasted gas and hours of my time back and forth on this issue and I am not happy.Business Response
Date: 10/12/2022
We are replacing the unit and attempting to pick the unit up to be able to identify the issue.Initial Complaint
Date:09/23/2022
Type: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.
Within the past 12 months we purchased a ***** Floor Clearer Attachment for approx cost of $80. While using this tool for maybe the 3rd time the 2 little brass tips disappeared that help guide the water flow for proper cleaning. These tips are like brass washers and probably cost no more than 2 to $3 Max. I reached out to the manufacturer to get the replacement part and I'm told they don't offer this specific replacement part because considered consumable and not repairable and I would have to spend another $80. This is an engineering flaw.Business Response
Date: 10/11/2022
We have tried to get in touch a few times. We are sending out a replacement unit. Customer should receive the unit within a week or two. Her current unit is out of warranty, so this is a one time courtesy.Initial Complaint
Date:09/20/2022
Type: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.
In December 1, 2019, I purchased a ***** lawnmower from Home Depot that came with a 40V battery and the charger. On 9/17/2022 the battery stopped working, serial ***************. Battery was flashing four green lights and when placed in the charger a red and green light was flashing. On 9/19/22 I called customer service spoke to someone named Elizabeth, which told me to plug the battery, read her what I saw, and after telling that battery is flashing four green light and the charger shows a flashing red and green light, she concludes that is a defective battery. She states that there is nothing she can do because the battery is out of warranty. I had read online the batteries have a 3 year warranty, now, the battery being out of warranty is the part that doesn’t make sense to me. If the battery has a 3 year warranty from the date of purchase and it was purchased in December 1st, 2019, then the 3 year warranty would end 3 years from then, which would be December 1st, 2022. Representative didn’t want receipt of purchase and didn’t give a reasonable explanation as to why the battery is out of warranty other than battery is out of warranty. Unless ***** has a different way of calculating dates, and the representative was not able to explain, from my perspective the battery should still be under warranty.Business Response
Date: 10/03/2022
We have contacted the customer. There is a battery replacement on the way currently. Please let us know if we can help with anything else.
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