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:04/04/2025

  Type:Delivery 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 contacted ***** January 13th 2025 regarding a product failure ** ****** ******** *******) and warranty part replacement. They were responsive and said the part would arrive in 14 days or so. I followed up after around 20 days and they said to wait another 14. This process has continued - I follow up, they say to keep waiting, etc..and they have now stopped responding. I call customer service during the listed business hours, between 9-5 M-F Eastern time and the IVR tells me to call back when they are open. At this point I absolutely need the ******* for critical issues around the house and really need a resolution. I have the full email chain if that is helpful.

  

  Business Response

  Date: 04/09/2025

  Hi. Your mower has shipped. ***** ******** *************
  

  

  Business Response

  Date: 04/14/2025

  Hi. Thank you for speaking with us. We are sending a new order out to you. 

  Customer Answer

  Date: 04/22/2025

  Not thrilled that the replacement ******* did not come with a **** ** ***** ******* but the hose doesn't leak, so thank you.
  
  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:04/04/2025

  Type:Customer Service 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.

  The recent ***** mower recall does not specify in writing at any point of the recall instructions to keep the batteries used on the recalled mower. The instructions received via email throughout the process and the instructions for disabling the recalled mower solely say to disable and dispose of the mower. I have now received the new mower which did not come with batteries or a battery charger. ***** customer service told me it should have been common sense for me to keep the batteries and that I was in the wrong for disposing of the batteries, not offering to provide me with batteries. I now have a new mower with no batteries and will have to spend approximately $200 to purchase batteries and a charger to use the new mower, with my old mower now disabled and disposed of. Again, there is ZERO reference on all literature provided by ***** regarding batteries or keeping the old batteries. I fee their lack of help and pointing blame on me to be shameful.

  

  Business Response

  Date: 04/09/2025

  Hi.Thank you for speaking with us. We are shipping the replacement batteries to you. 

  Customer Answer

  Date: 04/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:04/03/2025

  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 was notified of ***** mower recall on Feb 6th. I completed a submitted requirements for replacement the following day on Feb 7th. Upon confirmation of receipt I was advised that I would receive my replacement within 14 days. I reached out to ***** upon the passing of 14 days and was told that it would be closer to 21 days. I reached out again at that point and was told it would be 30 days. Following 30 days I contacted them weekly and nobody could ever tell me why it had not been shipped, just that they had a lot of orders to fill. I finally received an email on March 14th saying that it had been schedule for shipping. Today, 3 weeks later, I called to figure out why it still hadn't shipped. There was a lot of confusion regarding the status of my order and I was asked to resubmit the information I originally submitted 2 months ago because the order may have to be placed again because I may never receive the initial order. The representative I spoke to acknowledged that I did everything correctly the first time but an error may have been made on their end. I have now been without a mower for two months in the peak of growing season in Houston, TX. I have been massively inconvenienced having to seek alternatives to care for my lawn. At this point, in addition to the new mower I would expect some other form or compensation or credit to make up for the massive inconvenience this has caused me

  

  Business Response

  Date: 04/09/2025

  Hi. Your mower order was placed with your local **** *****

  Customer Answer

  Date: 04/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:04/02/2025

  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.

  ***** Experienced a product with a mower issue prompting a recall. This recall required destroying the mower in order to receive a new one. Feb 14th, I destroyed the mower to start the recall and sent all informations to ******  Feb 20th, the recall was confirmed and stated I could receive the replacement in "14 business days" March 12th - followed up on order via Call and Ticket , got response that I "should receive an email confirmation from the recall team soon March 14th - Asked again on Ticket - got response that it would be " 2 to 4 weeks." March 20th, followed up again via Ticket , got response "Currently, no tracking ID has been generated for your order. Please contact us again in a few day" March 23rd - received email stating "one of our customer support team members will be contacting you within the next three business days to provide the current status of your replacement order" March 31st - Called and spend several hours on the phone, told a manager would get back to me within 4 hours/ April 1st- Called again, they have no record or information I ever called the previous day. Spent 2 hours on the phone getting bounced around by support agents that simply have NO idea. April 1st -- Finally got a call back - still no status or ETA, just would be "soon" , its stuck in "purchasing" This was performed right before spring so now I have a destroyed mower and a 1 foot tall yard. Ryobi keeps telling me there will be a mower coming but I have completely lost all faith this will ever be resolved. Please get this issue resolved.

  

  Business Response

  Date: 04/03/2025

  Hi. Your order is ready for pickup at your local **** *****

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau,
  
  Thanks for the response, I have received my recall replacement. . 
  
  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:04/02/2025

  Type:Billing 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 03/20/2024, I reached out regarding the mower recall and found out my unit was affected. The company required me to disable my mower before they would order my replacement. I completed their disabling process which required me to cut the main power wire to the mower and received an order number the same day. The order after 2 weeks has not been shipped and there is no telling when it will be shipped. My grass is growing and I am being threatened to be fined by my HOA due to the tall grass. I have tried to reach out to the company but have been told just to keep waiting and that I would not be reimbursed for the fees that I would be charged or for the purchase of another mower. I have been told that they have the option of ordering a replacement mower from **** ***** for others but that the option is not available for me. Others have received their mower replacement within 2 days after ordering from **** ***** but I am told just to wait until 30 days. I need a mower now to avoid paying additional fees or costs for something that is not my fault. This is ridiculous that they are willing to help some people but not me. Almost as if I am being discriminated against. Please help in getting this resolved.

  

  Business Response

  Date: 04/09/2025

  Hi Your mower is being shipped. ***** tracking #************
  
  

• Initial Complaint

  Date:04/02/2025

  Type:Delivery 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 cut the line to my old mower in order to participate in the ***** mower recall as instructed. I had to send photos of the line cut so I no longer have a mower. I got an email confirmation on Feb 19 saying that my order was accepted and it should arrive in 2 weeks. It has been 30 business days and it hasn’t even shipped yet. I called twice and talked to two different reps, who kept telling me to call back the next day. They have no info for me on when it will go out. I tried to ask if they can send me one through my local **** ***** so I can pick up instead of them shipping and they said they can’t do that, even though I know other customers have done that. I am now without a mower and need one since the grass is growing pretty long. I just want to know when or if it’s coming and no one at the company can help me with that.

  

  Business Response

  Date: 04/08/2025

  Hi. Your mower order is ready. ***** ******** *************
  
  

  

  Business Response

  Date: 04/14/2025

  Hi. It is not still a recall hazard. The recalled ones were only a certain serial run. The mower you were sent is indeed completely safe to use. 

  Customer Answer

  Date: 04/14/2025

  
  
  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:03/31/2025

  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.

  In response to an urgent safety recall notice on February 6, 2025 we immediately discontinued using our ***** *****-*** *** mower. A telephone agent at TTI Power Equipment provided instructions to disable the mower and pictures were submitted on February 28 in order to qualify for a free replacement 21-inch walk-behind mower. The old mower and accessories was accepted at a disposal facility on March 12. One replacement ***** *** ********* *** ******** *********** *****-*** Mower was offered by TTI Power Equipment for delivery within a month. On March 24 instructions were delivered by phone that the delivery process was behind schedule and to obtain a matching tool directly from the local **** ***** store *** in *******, **. The tool purchase was made on March 26 with the **** ***** credit card in the amount of $700.92 including tax. The service desk did not have knowledge of the safety recall and could not process the replacement order number that was provided. The new ***** mower will not be unboxed until TTI Power Equipment explains the refund payment compensation options. Unless the relevant details are provided within two weeks the mower may have to be returned to the store, and that is when a working mower will be required for regular use. Several attempts were made this week by a supervisor to reach Lacey W******* by phone at ***** Customer Support to complete the recall and replacement procedure. Please help us reach a more responsive agent at TTI Power Equipment so that I can begin to use the new tool when needed next month. *********************************************************************************************************************  YOUR PRODUCT IS PART OF THE RECALL Your product with serial number "**************" is in the current recall. Please call ************ or click contact support for other options. ***** Customer Support 1-800-860-4050 TTI Outdoor Power Equipment, Inc. Anderson, SC USA

  

  Business Response

  Date: 04/08/2025

  Hi. your mower is ready to pick up at your local **** *****.

• Initial Complaint

  Date:03/31/2025

  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 have been in contact with RYOBI for the mower recall. I have worked through all of their ridicules emails requesting data that was provided in the very first communication with them. The literally sent an email to my email, addressed to me by name asking for my name and email address. They have continued in this manner through 11 email exchanges, each time asking for information provided in the very first contact. Through this incredible demonstration of untrustworthiness and incompetency they now demand I destroy my lawnmower before they will begin to process a replacement. After demonstrating they cannot function and proceed, let alone their word be trusted I have asked them to provide proof a replacement is on its way BEFORE I permanently damage my property. They they refuse.

  

  Business Response

  Date: 04/01/2025

  Hi. We must follow the **** guideline with this recall. Unfortunately we need the requested images and documentation before we will send the replacement mower. 

• Initial Complaint

  Date:03/25/2025

  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 am trying to file warranty claim for a product that I registered with ****** There is literally no way to file a claim online. I have followed the steps stated in the email, registered the product, yet any attempt to file a claim leads to a broken link, or a loop back to registration. It is no way to obtain the prepaid ***** slip to mail the product back for the repair. It should not be this hard to file a claim. ***** ***** ****** One of our trained technicians will have your unit repaired in 10-14 business days for items under warranty. We will send you a free ***** Shipping label to have the product shipped to us and we will ship the product back to your home. To file the claim, you will have to sign into your account. Please be advised to complete the Rapid Repair Claim you will have to be on a desktop computer. It is recommended to use the web browser Google Chrome when submitting the claim. All contact information and physical address must be updated on the account and the unit must be registered in the account as well STEPS TO FILE A CLAIM USING RAPID REPAIR 1. Click on "Register products" on the top right of your screen to sign in using : ***************************  Kindly note; at the end of the process you will be emailed a free ***** shipping label for you print out, put item in box, and take to a ***** center near you with the printed label attached to the box . ********* **** ***** - ***** ***** Reimagine the way you work, build, and grow. With ***** the possibilities are endless. Explore our expansive range of cordless power ***** and outdoor...

  

  Business Response

  Date: 03/26/2025

  Hi. Thank you for speaking with us. As mentioned we are sending a replacement directly to you.

  Customer Answer

  Date: 03/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:03/25/2025

  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.

  On 2/6/2025, we received a recall notice from *****, indicating that our ***** mower was part of the recall citing immediately discontinue the use of the product. We followed the instructions and called customer service and gave them the needed information. on 2/14/2025, we received email with instruction on how to disable the product and submit the proof for further processing. on 2/20/2025, we submitted all required information and pictures showing that we have disabled the ***** Mower. on 2/22/2025, we received an email from ***** that our recall order has been processed and a new mower is being shipped with order # ******* and will arrive within 14 business days. As of today 3/24/2025, we have not received the mower and my attempts to contact customer services are met with rude responses and getting hanged up on when asked to speak with a supervisor. We are trying to be proactive to prevent further issues as we live in fire zone and not getting the grass mowed, is not an option. We have been paying out of pocket to get the grass mowed and can not continue to afford this hardship.

  

  Business Response

  Date: 03/26/2025

  Hi. thank you for speaking with us. As mention we have a mower order set for you to pick up at your local **** *****. 

  Customer Answer

  Date: 03/27/2025

  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,
  ******** ****