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:03/24/2025

  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 sent in all information for the recall on 2/6/25 and it was confirmed it was received. I called about a week later and no record of it so I submitted again. I have not received my replacement. It is 3/24/25 and I see people that submitted their info in March already have theirs. My HOA is about to fine me for not mowing my lawn. Well since I had to cut my wires I do not have one. It has been almost two months. I was very friendly in the beginning but this is unacceptable!!!!!

  

  Business Response

  Date: 03/25/2025

  Hi. Someone will be contacting you about alternate options within the next 3 days. 

• Initial Complaint

  Date:03/24/2025

  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.

  My mower was under warranty when I shipped it to ******s service center First Choice Repair in *********, *******. This was back in June 2024. I have tried multiple times calling First Choice Repair and was unable to get a time line when they were going to fix it. I finally spoke to a manager in ******s customer service dept and they told me they were going to replace it. That was on January 24, 2025 I believe. It is now March 21st and I still waiting for the replacement mower. I called ***** the middle of January to see what the status was on my replacement. They could not give me an answer. Can you help me with my situation.

  

  Business Response

  Date: 03/26/2025

  Hi. thank you for speaking with us. As mentioned we have placed a pick up order for to your local **** ****** 

• Initial Complaint

  Date:03/20/2025

  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.

  On 05/03/2024, I purchased a ***** *** Weed Trimmer, from **** ******  Per receipt ***** *** ** Carbon Fiber Trimmer, ************ ********** $259.00 and Bulk Line, ************ ****i .095 Bulk Line $16.97. On 08/21/2024 around midnight the trimmer exploded in my garage. This caused substantial smoke damage and destruction to the garage and contents. This was reported to **** ***** and they referred me to the manufacturer. ******** Claims Mgmt Services contacted me setup claim # *********** and referred me to Techtronic Industries Group North America***********). The company was to provide me with the restoration of my garage. To include all damaged contents. Roughly around $12,000 to $15,000 worth of damage. My contact Henry M******* **************************** has not been very forthcoming. Mr. Martini's lack of communication and urgency with minimal support and attention to this serious matter is frustrating. There has been no significant moves to resolve this matter.

  

  Business Response

  Date: 03/25/2025

  Our safety team has sent a resolution offer out on 3/21. 

  Customer Answer

  Date: 03/27/2025

  Since reaching out to the Better Business Bureau, I have received correspondence from ***** regarding a proposed settlement. They have offered to settle the matter for $1,500.

  However, I would like to note that this amount does not fully address the damages sustained to my garage, which were a direct result of the issue raised in my complaint.

  I have attached a copy of the correspondence I received from ***** as well as additional pictures and a list of items damaged in my garage for your reference. Please review the attached and let me know if there is any additional information or documentation you require from me at this time. I want to ensure that all necessary details are provided to facilitate the resolution of this matter.

  
  

  Thank you for your continued assistance and support. I look forward to hearing from you soon.

  
  

  ******* ** ******

  ************

   

  

  Business Response

  Date: 03/28/2025

  Hi. You are currently working with our legal team. Please continue to communicate with them for a resolution. 

• Initial Complaint

  Date:03/19/2025

  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.

  On Feb 11th, 2025 I called ***** regarding a recall on a mower I own. I received instructions by email from Karine*********************** to cut a wire on the mower to disable it and reply to the email with pictures of the cut wire and the serial and model numbers on the mower. I was told that a new mower would be sent to me when they receive the pictures. I replied with the photos on Feb 16th. On Feb 20th I received an email from **************************** that my photos resolutions were too low and to send more. I was in the middle of moving at the end of February and didn't get a chance to take new pictures for a couple weeks. On March 9th I replied that I had forwarded the photos email to other people and the resolution was fine, and I attached new photos with as good a resolution as my ***** ****** ***** * photo can take. I have been ignored since. On March 17th I tried to initiate the recall action again through a link in an email from *****. I filled out the form including my name and new address. On March 18th I received an email response with a copy of the form I filled out. The response was asking for my address and email address, which was in the email requesting the information. I need the replacement mower that they promised if I followed their directions. I need it now to mow grass. I need an acknowledgement that they have run me around in circles.

  

  Business Response

  Date: 03/20/2025

  Hi. Thank you for contacting us. We are working diligently to get all replacement mowers out as quickly as possible.

  Customer Answer

  Date: 03/21/2025

  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 carefully and attentively communicated with me on how to permanently disable the mower and promised to send me a replacement. That happened several weeks ago. Once I validated that I disabled the mower, all carefulness and attention by the business vanished in spite of my several attempts to communicate. Once I have valid shipment tracking or the replacement mower in my possession I will be satisfied. A generic, indirect statement that the business is working on it is not acceptable.
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 03/26/2025

  Hi. Your mower has been shipped. ***** tracking number: ************

• Initial Complaint

  Date:03/18/2025

  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.

  Filing a BBB complaint for three reasons: 1) The contact form on the ***** website for the recall throws error messages and does not appear to work 2) Prior recall with a drill where I was told I'd get compensation or replacement without any follow up from ***** 3) Reading numerous comments about nightmare customer service from *****. My ***** mower, *********** serial *************** is part of the recall. Mowing season starts shortly and I do not want to risk burning my house down using the mower. Please contact me or send the replacement mower as soon as possible.

  

  Business Response

  Date: 03/20/2025

  Hi. Thank you for contacting us. We are working diligently to get all replacement mowers out as quickly as possible.

  

  Business Response

  Date: 03/25/2025

  Your mower replacement order has been set up. 

  Customer Answer

  Date: 03/25/2025

  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. 
  
  Have been satisfied with what I've gotten as far as customer service, but this is the second recall I've been a part of where I've been promised something. The first one did not result in what was promised, so I will be rejecting this until I actually receive the replacement.

  Will update once received. 

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

• Initial Complaint

  Date:03/17/2025

  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.

  ***** lawn mower recall. We called on 2/13/2025 to confirm that our lawn mower was part of the recall. ***** confirmed and required that we disable the current mower and provide proof that it was disabled. We did this on 2/14/2025. On 2/19/225 and they confirmed on 2/20/2025 that they had received the information and that the order would arrive within 14 business days. Sent multiple emailed asking how to track the order, as putting the order number in their site didn't work. On 3/14/2025 they replied that it has not yet been shipped and that the order would take an additional 2-4 weeks. Received additional reply on 3/14/2025 that the lawn mower would take an additional 30 days to receive. So, we have no lawn mower (now for 1 month), and they want us to wait another month, which would be 2 months without being able to mow the lawn. ***** needs to either a) expedite this order; b) supply a locally sourced mower or c) pay for landscaper for the duration. They have not met their commitment. Had they stated that the process would be 2 months, we would have discussed other alternatives with them. They have also stated 14 business days on government consumer sites, so they are already in violation of the recall.

  

  Business Response

  Date: 03/17/2025

  Hi. Thank you for contacting us. We are working diligently to get all replacement mowers out as quickly as possible. 

  

  Business Response

  Date: 04/08/2025

  Your mower is on the way. ***** ******** *************

  Customer Answer

  Date: 04/14/2025

  Finally, after over 2 months of waiting and trying to get answers (that I basically got nothing), I finally have a new mower
  
  Regards,
  
  Albert Vanheesch

• Initial Complaint

  Date:03/17/2025

  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.

  While I understand ***** has contacted the BBB in regards to the mower warranty claims, there is additional information. ***** required customers to provide proof they had permanently disabled their current mower (even if it was in fully functional condition) to qualify for the recall replacement. This was done at a time of year that a promise of replacement within 14 days was sufficient before the mower would be needed. Now that this time window has passed, ***** is releasing new information that an additional 14-30 days would be needed to fulfill the request. While understanding recall order fulfillment takes time, ***** required the customer to permanently disable their existing product to qualify to be placed on what seems like an endless wait list. I have no faith they won’t extend the time window again and there’s clearly no recourse to prevent them from doing just that. Between 18v and 40v tools, I own over 200 and love them. However they have lost a customer today.

  

  Business Response

  Date: 03/17/2025

  Hi. Thank you for contacting us. We are working diligently to get all replacement mowers out as quickly as possible. 

  Customer Answer

  Date: 03/17/2025

  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. 
  
  This business manufactured a defective product, issued a recall, and is not fulfilling the terms of the recall. As agreed upon deadlines pass to replace product, the business just creates a new deadline and offers no recourse  

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

  

  Business Response

  Date: 03/24/2025

  Hi. thank you for speaking with us. As mentioned we are offering the option to pick up in a store local to you. 

• Initial Complaint

  Date:03/14/2025

  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 told to stop using the mower immediately and disable it and then I would receive a new mower to replace it. After disabling it, I was told three weeks until I get a new one (14 business days) I was upset, but ok.. I thought they should have issued a coupon to get a new one at the **** ***** which is what they should have done, or at least a voucher for the purchase of a different product. The person in charge of this decision was only concerned about how much it would cost them, not about the customer. After the 14 business days expired, I got an email stating it would be 30 business days. Now I have an overgrown lawn and when I asked "how am I going to cut my grass?" They replied "maybe borrow a neighbor's mower". They clearly don't get it. I will never buy another ***** product as long as I live.

  

  Business Response

  Date: 03/17/2025

  Hi. Thank you for contacting us. We are working diligently to get all replacement mowers out as quickly as possible. 

  

  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

  [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 acceptable to me. A much quicker resolution would have been preferred.  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/14/2025

  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 contacted by Ryobi stating they had a recall of my battery lawn mower. I disabled my recalled mower at Ryobi's request on 2/20/2025. I am beginning to feel like I have been scammed into destroying my machine. The order number ******* does not show as valid. It is now the spring season and I am without my mower, getting hassled by my neighborhood to mow my lawn and becoming upset at Ryobi. I was told by Ryobi delivery would be 14 days and then told it would be 30 days. Now I do not beleive the mower is actually being replaced.

  

  Business Response

  Date: 05/12/2025

  Hi your mower shows that it was delivered to your home on 3/20/25. Fedex tracking #************

  Customer Answer

  Date: 05/12/2025

  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:03/13/2025

  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.

  Received a notice from TTI Outdoor power equipment on February 6 about a recall for my walk behind mower. I contacted per the instructions 800-597-9724. The employee verified my model and serial number ********************. She said I would received a email from TTI with instructions letting me know what to do. The email came instructing me to take pictures of the model and serial number and the lawn mower with the cord cut. And I was to dispose of the mower and they would send me another one in the mail. I did email them back with the pictures and disposed of the lawn mower. They have sent me two email messages saying that i am missing a picture of the lawn mower with the cord cut and they will not be sending me a new one until I send it. I want them to honor the recall. I dispose of the mower because they said it could catch fire and I had it stored in my basement. I also requested that it be assembled. When I purchased it from **** ***** I paid to have it assembled and delivered. I’m a senior living alone. My grandson mowed my lawn.

  

  Business Response

  Date: 03/20/2025

  Hi. Thank you for speaking with us. We now have you set up to receive the recall replacement.

  Customer Answer

  Date: 03/20/2025

  [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.  Thank you for your help.
  
  Regards,
  
  ****** ******