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:09/12/2022
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.
* A ****** (model *****) router was purchased from **** ***** on 2/6/15. **** ***** is the authorized dealer for ****** and the packaging indicating that the unit has a Lifetime Warranty. The warranty card was mailed out the same week. * 8/22/22 The unit would not turn on. It would then work intermittently. I bought new brushes to confirm that was not the issue. It was not. At this point I spoke with a customer care agent from ****** ( LaMeka M*****) on the phone. I described the issue and she offered me an authorization number ( **********) as well as referral to a few authorized ****** service centers in my neighborhood. * 8/22/22 I went to *** Nursery and Equipment. I told them I was referred by ****** and they told me that they fix farm equipment and not small power tools. I told them I was referred by ****** as an authorized service center so they took the unit reluctantly. I told them the issue and further added that it was NOT the brushes since I already confirmed they were identical to the new one I purchased. * 9/7/22 I received a call from *** Nursery stating that they had an opportunity to look at the unit and determined that the issue was with the brushes. I told them that is NOT the issue. They disagreed and said that ****** will not cover the repair because it was considered “wear and tear”. They are also holding me responsible for a $49 “ diagnostic fee” so I cannot even retrieve my unit to have a second opinion. * 9/7/22 I contacted Lameka M***** from ****** once again and now she is saying that there was no record of me registering the warranty so therefore there isn’t anything she can do. I sent the warranty as instructed. It was a postage prepaid warranty card. There no tracking or confirmation. I cannot be responsible for its arrival. I even demonstrated my proof of purchase with my sale receipt but it was not good enough.
Business Response
Date: 10/03/2022
We have left a message for the customer and spoke to the service center. We approved a one time courtesy to repair this unit without charge. The service center is moving forward with the repair and will reach out to the customer once complete.Customer Answer
Date: 10/03/2022
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 appreciate the offer to fix the unit at no cost, but this is not satisfactory for 2 reasons:1- I purchased the unit with the understanding that it has a lifetime warranty. I submitted the warranty card as instructed. I have no way of insuring the arrival of the card. The company also doesn’t offer any verification that it was received. If I send it out I can only assume it was received. I’m also attaching a receipt to prove I purchased the unit at an authorized dealer.
2- The service center fixing the unit by replacing the brushes will NOT resolve the issue. As I stated, the brushes are within spec. I checked before submitting the unit. The problem is elsewhere in the unit. Replacing the brushes like they claim will only result in me receiving a unit with the same problem.
Regards,
***** *****Business Response
Date: 10/12/2022
Service center is in process of your repair. They will be in touch with you when it is complete.Customer Answer
Date: 10/12/2022
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.
The business once again disregarded my previously stated points.
Regards,
***** *****Initial Complaint
Date:09/12/2022
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.
***** took my electric pressure washer via ***** , sent it to TTMechanics. It sat there for several days because of a closure due to a family emergency. After checking it, they could not find anything wrong. Now ***** insists they will not ship my machine back and they will not pay the $80 diagnostic fee, I am supposed to arrange to get my machine back and pay the diagnostic fee. No communication to inform me of this until I tried to retrieve my machine. Have made multiple calls to *****. The machine is still under warranty.Business Response
Date: 09/30/2022
Customer called in to tell her her pressure washer wasn't working. She did not want to drive to service center for repair. We let her know that we would cover getting the unit to a service center as a one time courtesy and it would be returned with no charge if it was found to be warranty defective. The service center found nothing wrong with the unit. We let the customer know on 9/8 and 9/12 the circumstances and what she would need to do to get her unit back. On 9/13 the customer replied to us and expressed her frustration. We don't typically ship customers units to service centers, it is the customers responsibility to get the unit to a service center. We were glad to help her there since she was unable to get it to the service center. As of now the unit is still at the service center waiting to be picked up by the customer since there was nothing identified as being wrong with the unit.Initial Complaint
Date:09/07/2022
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.
purchased a faulty product, 1st trimmer caught on fire and I was able to exchange it for another exact item. The trimmer it was exchanged for did the same thing as the first trimmer. Sparked, caught on fire and smoked for an extended amount of time. Company will only offer me the option of having this item serviced, I do not want this product, it is a safety hazard and luckily my children were not using this item. I am not at all satisfied with the product or the customer service that i have received. And why would anyone want an item that caught on fire? I am just not happy with this company and product. There are other reviews on their website for the item smoking and breaking.Business Response
Date: 10/12/2022
We have been unsuccessful in getting in touch with this customer for weeks. We have sent your information over to another team to address other concerns as well. Thank you for the help.Customer Answer
Date: 10/15/2022
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. Some of us do have jobs and lives and are limited to when they can access the internet.
Regards,
***** *******Business Response
Date: 10/17/2022
We have been trying to get in touch with you since Sept 30. Our safety team is also trying to contact you. Please call or email at your earliest convenience.Initial Complaint
Date:09/02/2022
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.
On 12/01/2020 I purchased a ***** ***** Table Saw from **** ***** Newark OH Store #**** **** * **** ****** Newark, OH 43055. The table saw came with a three year warranty. I used the saw for two years even though the riving knife (a safety device that prevents kickback injury) would not align properly and often kicked back wood and caused the saw to cut inaccurately. I attempted to adjust the riving knife according to the Maintenance instructions in the Owners Manual but there is a flaw in the product design in that outer body of the saw obstructs proper access to one of the two adjustment bolts. I managed to enlarge the access hole and adjust the riving knife, but the bracket that holds the knife is also flawed and will not retain the adjustments. After reading the reviews on the **** ***** product page, I found that the riving knife issue is a common complaint amongst other purchasers of this particular model table saw. I emailed ***** Customer Service twice this week about this problem without receiving a reply. I then used the "Chat" feature on the ***** website (one of the worst websites ever for user experience) and was provided a list of "authorized **** ***** Service Centers" to take my table saw for warranty service. There was a disclaimer on the list provided that I should call each center first because they "might not repair ***** products" even though they are "Authorized Service Centers". So I did call all the service centers on the list and none of them would perform work on ***** products. Today I called ***** Customer service and explained the situation to them. "Lloyd", the customer service representative agreed that the riving knife issue is covered under the table saw warranty, and he checked and found another "authorized service center", *** ****** Mower Repair in ******** OH. I called that company only to find that it had gone out of business.Customer Answer
Date: 09/07/2022
I just wanted to let you know that I have been in contact with Alexandria L****, Product Support Supervisor at TTI Consumer Power Tools, Inc. ("***** America"), and she has worked out a service arrangement that is a satisfactory resolution for us both. Her email is attached for your reference.Thank you and the Better Business Bureau for taking prompt action on this matter. Your company is the "Consumer's Best Friend".Initial Complaint
Date:08/26/2022
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.
Purchased a Wet/Dry Vac (model# ****) in May 2020 at **** *****. Product has not been used very much, however, the motor no longer works (battery and all has been tested). When I called into customer service, they instructed me that it had to go through a service repair shop. I indicated that I have already called the ones by my area and they are not allowed to work on the vacuums. The CS rep recommended a services center and told me that they do. After hanging up, I proceeded to call the recommended service center (which was over an hour drive) and they also told me that they were not allowed to work on them! I am extremely frustrated at this point, because I have now called 8 "centers" within a 100-mile radius; all who tell me the same exact thing. This is completely unacceptable as a company. I completely understand a need to go through a service center for repairs; however, when no locations are allowed to work on the product. its forces your customers to chase their tails. Please make this right. I have never had such a horrific customer service experience with any other company, like the one I am currently faced with and makes me lose faith in this company.Business Response
Date: 09/02/2022
We have spoken to the customer and have a arranged a replacement order. We will update the customer once we have tracking available.Customer Answer
Date: 09/02/2022
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.
Regards,
****** ******Initial Complaint
Date:08/22/2022
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.
bought a ***** electric riding mower in July 2021 received in early August . In September 2021 one of the motors stopped. Called **** **** they sent it to Texas to be fixed . This mower came back in January 2022. In late April I started the cutting season in May I started to have trouble with the electrical system called ***** they told me to take it to a service center. After looking at my mower they called me telling me the part they think is bad is not going to be here until September. They told me ***** had a standing warranty if they can not have this fixed in 45 days they will replace the mower or reimburse me.The service center open a claim no.******** for replacement every time I call they tell me the same thing under review . now they will not call back, me or service center.The service center tells me they other units with problems. Service center ******* LAWN & GARDEN LLC ************ email ********@gmail.com PS I paid $3000 dollars for this and have not been able to use it for 2 cutting seasons.Business Response
Date: 09/30/2022
We have sent our Remote Technician to repair the unit and through that process we were informed that the Customer is returning it to **** *****. We have stopped going through the repair process at this point. Please advise if this is incorrect. I am sorry this process has taken so long and has been so frustrating.Customer Answer
Date: 09/30/2022
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.
Regards,
***** *******. This business did nothing to help me until I contacted yous. Then they acted they sent a tec. Who didn't fix it they wanted to send another tec. I told nevermin it's been way to long I was coming to pick up unit. **** ***** said they would take care of it. They were the worst no customer service!!!Business Response
Date: 10/03/2022
I am sorry for your poor experience. Please let us know if you would like us to send the Support Tech back to the service center. If there is anything else we can do, please let us know.Customer Answer
Date: 10/05/2022
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.
Regards,
***** *******Initial Complaint
Date:08/17/2022
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 purchased a new ***** Gas Trimmer. Here is the receipt from 2/28/2022 Thank you for your recent transaction at *** **** *****. ***** ******* ******* ********** ** ***** ***** ******** **** ***** ***** 02/28/22 01:27 PM SALE CASHIER ARLETTE ************ ***** TRIMR 149.00 RYOBI 2 CYCLE STRAIGHT SHAFT TRIMMER MAX REFUND VALUE $125.11 ************ HL 2.6OZ HOMELITE/POWERCARE2CYC OIL2.6OZ 50:1 [email protected] 6.94 MAX REFUND VALUE $5.83/2 -------$25 off Credit mail offer-------- 155.94 $25 off $150 -25.00 MUST RETURN ALL ITEMS FOR A FULL REFUND ---------------------------------------- SUBTOTAL 130.94 SALES TAX 9.49 TOTAL $140.43 XXXXXXXXXXXX**** **** ***** USD$ 140.43 AUTH CODE ************** TA Chip Read AID ********************** *** **** ** * **** 02/28/22 01:27 PM **** ** ***** 02/28/2022 0901 RETURN POLICY DEFINITIONS POLICY ID DAYS POLICY EXPIRES ON A 7 30 03/30/2022 * ** *** 02/28/2023 *************************************** I used it mainly with the blower attachment. This past Saturday I was using it with the original line and it ran out of line. Used it twice. I went to insert new line started it and the head blew apart! It would not lock and I noticed two tiny tabs were broke off the main part that hold it to the shaft. A third was bent. One was fine. These are plastic. I contact ***** and was told take it to **** ***** with receipt. Repair person said let me show you how to put this together. I said it is broke. He uses W D 40 and says yes broke. He said it will be like $62. Then said buy part for 32.97Business Response
Date: 08/26/2022
We have spoken to the customer and are currently processing a refund for the customer.Customer Answer
Date: 08/26/2022
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.
Regards,
****** ****Initial Complaint
Date:07/28/2022
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.
Re:/Ref: ***** *********. Rennay B***** a Team Lead of Claims Support Division from ***** TOOLS {Email: ****************************} Put this in Writing via Email to ME on July 26th, 2022, Time: 11:44am EST, (I would even be more than willing to send you out a whole new mister, itself, with no warranty, just to get you back up and running). NOW, she is NOT doing what SHE PROMISED & PUT in WRITING. This is a BREACH of a WRITTEN AGREEMENT/CONTRACT in MY OPINION. NOTE: I have ALL the EMAILS from HER to ME. She Also Put this in Writing via Email as Well: If you have any suggestions that you would like to give me, please feel free to share them with me. I am all ears, and more than willing to do my part, to assist you, in any way, that I possible have the power to do, and help you out with. So, My Suggestion to Her was "BECAUSE the ITEMS" were "OUT of STOCK & UNAVAILABLE from the WAREHOUSE" to Issue Me a Check or E-Gift Card in the Amount of $153.00 to be Able to use at **** ***** to Replace the Mister, Defective Inline Filters & Nozzles. I informed Her that if I Did Not hear back from Her that Day (July 26th) that I Would Contact You, the Better Business Bureau. I have "NOT" Heard back from Her. Please Intercede on My Behalf and Make Ms. B***** from ***** Tools "DO as SHE PROMISED in WRITING." Thanks for Your Valuable Time. Looking forward to Resolving this in a Timely Manner. Carl Smith cc: My RecordsBusiness Response
Date: 07/29/2022
Let me look into this matter. What is the model number and serial of the item you are referring?
Customer Answer
Date: 08/03/2022
The ONLY information that I can Provide You & Them is the ITEM #, which is ******, This is the Mister #.Hope this Helps.Carl Case / ID # ********Business Response
Date: 09/02/2022
We spoke to the customer and replaced his fan. Customer has tracking information. Sorry for the frustration, but we are glad we were able to get it resolved.Initial Complaint
Date:07/25/2022
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 ***** self propelled-lawn mower in August 2021. I used it a few times in 2021 and then started using it for this season 2022. In The beginning of July 2022 I tried to start it, but it would not start. I spoke with someone from the company and was told to take it to a **** *****. I was given two locations near me. I went to **** ***** and was told it might take 6 to 8 weeks to diagnose and or fix and then I was charged a diagnostic fee. I expressed my frustrations with the timeframe and fee and I was told to call ***** directly with any concerns. I called ***** and I was told that it could possibly take 6 to 8 weeks more from when **** ***** sent out my mower because they could not figure out what was the problem. It had already been at **** ***** for over a week. I voiced my frustration and concerns on how do I get me lawn cut while waiting for over two months to either get my lawn mower back from repair or to find out if it is even repairable. All she could say was I understand but unfortunately there is nothing that can be done. She also stated I could have taken it to a ***** center which the turn around would have been sooner. I explained to her that I wasn’t given that option and again all she could say was she understood but couldn’t do anything for me. I paid over $500 for this mower and it isn’t even a year old yet and am going to have to pay a company possibly more than once to come cut my lawn which is expensive. What’s the point of a warranty if you have to come out of pocket for something that the product I purchased is suppose to do. I will never buy and tell everyone I know to not purchase a ***** product if this is how their warranty and customer service works.Business Response
Date: 08/26/2022
Unit was taken to an authorized service center and the service center is filing for a replacement. We have spoken to the customer and have resolved this issue.Initial Complaint
Date:07/25/2022
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 purchased string trimmer and leaf blower combo at ******* in late 2021.In March 2022 the string trimmer motor stopped working. I took the string trimmer to their recommended service department."******* small engine repair" here in ********,Ky.In April of 2022, they advised the string trimmer was still under warranty after viewing my receipt. ******* as well as myself have been trying to get in touch with ****tools or Techtronic Industries Company Limited. Cassanda at ******* finally got in touch with someone at ****Tools on May 27th.She advised me that **** would be sending a new motor for the string trimmer. Neither ******* small engine repair or myself have heard back or received a new motor from ****Tools. I have tried numerous times to call ****Tools as well as open service tickets..I havent been able to talk to one single human being at ****tools and ******* small engine repair has not received any replacement part under warranty. If **** tools would send me a new string trimmer 40v without the Battery it would be fine. The motor costs the same as the entire string trimmer. As of 7-25-2022, no issue has been resolved.Business Response
Date: 07/31/2022
Sorry for the delay. Your replacement unit arrived to your home on Friday. Please let us know if we can help with anything else.Customer Answer
Date: 08/01/2022
Better Business Bureau,
The business reached out to me sending a replacement unit. Sadly it lasted about 45 seconds before becoming defective. The business has sent me return shipping label for refund.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** *****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.