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:03/12/2025

  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.

  our mowers are part of your recall, we followed every instruction to the T, got approval and an "order number" on feb 22nd and got an email that saya the order will be filled in 14 days! its been over 21 days! now they are telling us it will take over 30 days and that 1/2 a million mowers are recalled! HALF A MILLION!!!! where is the EPA to charge ***** AND TTI for this? the amount of waste! at this point we are losing money, and have purchased a number of ****** mowers from ***** because we know ***** is a **** ***** brand so, we will not work with home depot again. we want our money back for the mowers you made us destroy. how do we go about getting our investment back before we go ahead and talk to a lawyer?

  

  Business Response

  Date: 03/13/2025

  Hi. Thank you for reaching out. We do have the needed information from you.  We are working diligently to get your replacement mower out to you. 

• Initial Complaint

  Date:03/11/2025

  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.

  On 5/20/23 I purchased a ******* gas leaf blower, model # UT 26BL3VNM, from **** ***** in Wappingers Falls, NY. Approximately 1 year later the pull cord broke. It has a 2 year warranty. I called **** ***** and they said they couldn’t do anything about because I didn’t buy **** *****’s insurance. I called ******* and they told me to take ******** **** *** ****** which I did. Their phone number is ********** and I dealt with Dennis. Dennis called ******* and they said they would replace it and send it directly to me. I never received it and started calling *******. On 02/19/2025 I called and the lady I spoke with took down all the information. She also spoke with Dennis at ******** **** *** ****** She said she would send it to the appropriate person and that I would receive an email in a couple of days. (Unfortunately I never got her name). I never received an email. On 02/28/2025 I called again and spoke with Eve. She told me that they didn’t have my address. She called Dennis to get a claim number. She told me it was ******** which I read back to her. She also was going to send it to the appropriate person and that I would get an email, which I never did. I called again on 03/07/2025 and spoke to Rick. He asked for the claim number so I gave it to him. He said he couldn’t find the claim number but he read through the information on me and said the claim number was ********* He also said he would send it to the appropriate person and that I would an email that day which I didn’t get. I called again this morning and spoke to Rob. He immediately told me that a new blower would be ordered on Friday the 7th and that it would be shipped 10-14 business days from the 7th. He said there was a computer glitch and I was never put in the que to receive a replacement. I have been told so many things that weren’t true that I don’t know if what I was told today is true or not. If you can help me in anyway I would appreciate it. Thanks, **** *******

  Customer Answer

  Date: 03/12/2025

  Cindy,
  I am writing to let you know that today (3/12/25) at approximately 1:35 pm I received a replacement ******* Leaf Blower.
  Thank you,
  **** *******
  ID# ********

• Initial Complaint

  Date:03/11/2025

  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.

  This is the email I received on February 20, 2025 regarding my replacement mower secondary to a recall. ******** Dear *** *****  Thank you for providing the pictures requested to complete the recall of your ***** 40V Brushless 21” Cordless Walk-Behind Mower. Your replacement mower, model number *************** has been ordered and will be shipped the address you provided. Your order number is ********] Your order should arrive within 14 business days. At this point, please dispose of your disabled mower in accordance with your local laws and regulations. Thank you, again, for your cooperation with this recall and thank you for choosing ****** ***** Customer Support TTI Outdoor Power Equipment, Inc. Anderson, SC USA" It has already been 12 business days and no shipping label has even been created. My lawn is long and my HOA unhappy. Would someone please assist in getting my mower to me by Wednesday, March 12, 2025, as promised?

  

  Business Response

  Date: 03/13/2025

  Hi. Thank you for speaking with us. As stated on the phone we are working diligently to get the new mower out to you. 

  

  Business Response

  Date: 03/14/2025

  We have a mower set for you to pick up at the **** ******

  Customer Answer

  Date: 03/14/2025

  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 customer service team, including every single member of leadership that I spoke with, has been complicit and acting as a gatekeeper to having my problem resolved for many weeks now. TTI / ***** has a system in place to disenfranchise customers and to not allow them to escalate unresolved issues outside of the rigid and unhelpful customer service bubble. As a testament to this, you have the businesses first reply to this simply stating, in one brief sentence, that I'll receive my mower according to the new timeline. That was clearly unacceptable and the exact reason why I filed the complaint, but the businesses response was to tow the hard line, so, I must also tow the Hardline and give zero credit for the eventual resolution which was done after a great amount of effort completely by myself and with no help from the Better Business Bureau nor the contact at ********* that receives Better Business Bureau complaints. 

  In the future I would suggest that ***** demonstrates good faith in their customer service instead of the opposite which they demonstrated for me, very rigidly and without any ability to escalate ever, and I would like this complaint closed noting the difficulty that I had achieving any kind of positive response from this Better Business Bureau complaint. 

  In this regard, I am the one that resolved my issue by escalating directly to the chief executive officer of TTI. I did finally get my mower, after the time that was promised in our originally agreed upon contract. TTI / ***** had no problem breaking this contract. It was only until I reached out to their executive team and started embarrassing so-called managers and customer service that I got a response.

  The manager that I spoke with said that I created a perfect storm. Sounds like the Better Business Bureau could use my skills because your best effort in resolving this was to forward a one sentence response that they were standing behind there broken promises and broken contract and willing to accept the narrative that I had established. 

  I have now received my mower, but I have not been made whole. The weeks of effort that I invested into this is what paid for my replacement mower, not the legal responsibilities under the recall, not the agreed to terms that I had accepted and TTI***** had reneged upon, and certainly not the difficulty that I had in customer service reaching a single member of leadership because managers absolutely hate dealing with customers and they allow their supervisors to misrepresent themselves as management for whatever unprofessional reason they have convinced themselves as appropriate.

  Whoever is receiving these Better Business Bureau complaints, needs to identify themselves. I want to know why you wouldn't do anything to resolve my complaint until I got the CEO involved? If you can answer this question satisfactorily, from both the customer service and professionalism standpoint, I'll feel like we've moved a little bit closer to a resolution. But until the time that I receive some kind of gesture of Goodwill for the weeks of lies and difficulty that I had going back and forth with the entire customer service team who clearly marches to the beat of a single drummer, this issue is certainly not resolved.

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

• Initial Complaint

  Date:03/10/2025

  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.

  I received notice that my ***** mower had been recalled due to a fire hazard. I had already had issues with the batteries under warranty going dead. I immediately contacted Michael L******** the first week of February. I was told I was one of the first to call. I was then asked to send photos of the mower with serial number etc. to verify eligibility. I was sent instructions to cut the main wire on the right side of the mower to disable it and send photo proof before a replacement would be shipped, which I did. On 3/01/2025 I received an email from Noluthando N**** giving me a model number and order number stating the mower had been shipped and should arrive in two weeks. I responded to that email and sent a subsequent email to Michael L******** asking for tracking method and number to avoid theft. I got no response. I have now called twice, was told it had NOT shipped, and the story now is I may have it by April Fools! Yes, they have certainly made a FOOL out of me! I now have NO working mower! Replacement vouchers to associated retailers would have made more sense! I have subsequently filed a complaint with the ******** as well!

  

  Business Response

  Date: 03/12/2025

  Hi. Thank you for reaching out. According to ***** tracking #************ it shows your mower was delivered to you on 3/8/25 at 10:27am. 

  Customer Answer

  Date: 03/12/2025

  [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.  With the exception that the mower did not include batteries or charger, an odd exclusion for an item recalled due to spontaneous fires.  The part that has the potential to cause a fire was NOT replaced.
  
  Regards,
  
  ********* ******

  

  Business Response

  Date: 03/12/2025

  Hi the battery and charger are not part of the recall. The mower is what you should have received. 

• Initial Complaint

  Date:03/06/2025

  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.

  Purchased 48 volt riding mower model ******* 1/2/2023 from **** ***** for a total of $3109.18. The mower worked fine until use March of 2025. The range of the mower on a residential yard decreased significantly. Batteries were removed and charged individually. 2 tested at 40% capacity. I called ***** tech support and was told the mower had a 3 year warranty but the batteries only one year and that I was out of luck unless I wanted to purchase new batteries from them. I declined and explained a $3100 mower should last more than 2 seasons, especially used on a small residential lot. He declined to help me. I see many of these complaints on BBB, most get resolved. I would prefer resolving it outside of filing a complaint.

  

  Business Response

  Date: 03/12/2025

  Hi. thank you for speaking with us. We are shipping replacement batteries out to you. 

  Customer Answer

  Date: 03/14/2025

  [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:03/03/2025

  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 purchased this a ***** Whisper Series Snowblower (model number: *********** the one that uses 4 x 6ah batteries). I've used it maybe 6 times total, and 2 weeks ago impeller/auger stopped working. I started by reaching out to the customer service line who informed me that there should be 6 shear pins which I confirmed. They told me the next option was to take the unit to a service center over 45 miles away. That requires me to bring a 200lb machine over 1 hour away without insight as to the coverage being offered. I did this. Upon arrival, the technician showed me that there were 2 shear pins missing and that there is damage to the impeller blades. He said he was unable to give me a timeframe for a complete diagnosis but it would cost $150 minimum. After getting the unit back home (with significant difficulty) I was able to replace to replace the shear pins and confirm the damage to the impeller blade. I tried to file an online claim or reached back to the customer service line to make a claim for this part and all they say is the unit must go to a service center. The expectation that a customer can lift and transport a 200lb, awkward shaped unit in any standard vehicle is ridiculous. I spoke with numerous representatives who all say the same thing "a customer cannot file a warranty claim themselves". I bought it at **** ***** less 5 miles from my house. For the call center, I've been on hold for 2+ hours multiple times, requested a callback 2x (no callback). I unfortunately can't find another avenue other than filing a request or complaint here and then initiating a chargeback via my credit card. I'd like one of the following (reasonable resolutions) 1. them to replace the part 2a. decide the unit needs to be replaced and reasonable steps to do so 2b. decide the unit needs to be replaced and fully refund me for my purchase This expectation that a customer cannot file a warranty with reasonable procedures is utterly ridiculous and bordering fraudulent.

  

  Business Response

  Date: 03/12/2025

  Hi thank you for speaking with us. As mentioned we have located the needed part for repair and it has shipped out. 

  Customer Answer

  Date: 03/12/2025

  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.  The business has contacted me directly and agreed to ship the damaged part rather than requiring me to bring the item in person to assess.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:02/27/2025

  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.

  Date of purchase: Jan. 23, 2022 Purchase a 40v HP Brushless Cordless electric 24 in. self- Propelled 2-Stage snow Blower - (4) 6.0 Ah batteries & Dual- Port Charger. The auger that throws the snow does not operate needs repaired. ***** Corp. has their outdoor equipment contracted outsourced. However, ***** instructed me to contact a dealer close to my zip code. I contacted this repair shop (Sweeper Mart) and was told by the repairman he cannot fix that type of equipment.

  

  Business Response

  Date: 03/04/2025

  Hi thank you for speaking with us. We now have you set with an appropriate service location. 

• Initial Complaint

  Date:02/25/2025

  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 purchased a *** ** ********* *** ******** ******* **** ****** ************** ***** Aug 28 2021 from **** *****, order # **********. The mower stopped propelling itself by July 2024. I contacted ***** customer repair and they directed me to a repair center which was 45 miles from my home!! I had to drop the mower off and they verified that the electronics/switch in the handle was bad, later I was told this was a known issue and he had others with the same problem. They tried to ordered the part to repair it but the part was out of stock so they eventually sent a new mower. I had to pay someone to mow my yard at $30/week. They have a policy that if it takes 3 months to repair the mower then they will send a new mower, which they did but not received until Nov 2024. First used in Jan 2025. After using the replacement mower for the first time it now has an issue with the safety control switch. The lever on the right side usually doesn't enable the mower to run but using the left lever it will always work. I believe I should get a total refund for the mower and refund for what I paid to get the yard mowed while the old mower was being serviced.

  

  Business Response

  Date: 03/03/2025

  Hi. thank you for speaking with us. As mentioned we are shipping a replacement directly to you. 

  Customer Answer

  Date: 03/04/2025

  [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:02/24/2025

  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 purchased the **** lawn mower and snowblower two years ago. The problem is with the batteries. Each tool came with it's own battery and I purchased an additional battery. One of the batteries stopped charging within 6 months of having it. I tried different charging stations and outlets throughout the house. The second battery stopped charging shortly after so I bought an additional battery that is still working but it's a smaller capacity battery so I have to charge it twice to complete yard work. These batteries are very expensive, half the cost of the tools. I would like to exchange the non-charging batteries for new ones.

  

  Business Response

  Date: 03/03/2025

  Hi. We would love to help resolve. We have left voicemails with a direct number back in. Please get back in to us. Looking forward to speaking with you. 

• Initial Complaint

  Date:02/21/2025

  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.

  Bottom Line: TTI contacted me to inform me that my ***** mower was recalled. Once validating my serial number they told me to cut the wires to permanently disable my $599.00 mower. Once disabled they told me that someone had already claimed a mower with that serial number. That is impossible. Once I protested and asked for help resolving the issue they ignored me and all messages. Now, because TTI instructed me to do so, I have a broken $599 mower, no option for replacement, and they will not respond to any communication. Extremely frustrating. Additional Information (ALSO SEE ATTACHMENTS PLEASE): * 4/3/2021: Mower purchased from **** ***** for $599 + tax * 2/6/2025: ******TTI informed me of recall * 2/11/2025: I called recall number and ************************** confirmed that my serial number was under recall and that I would recieve replacement if I disabled my mower and sent pictures per instructions attached * 2/12/2025 I permanently disabled my mower per instructions and sent in pictures * 2/18/2025 ************************ contacted me and stated "the serial number you have provided for the model pictured has already been claimed under this recall and cannot be claimed again" --- I explained that this is absolutely impossible and must be an mistake by TTI. * 2/20/2025 --- TTI will no longer respond to messages. (see correspondence attached)

  

  Business Response

  Date: 02/27/2025

  Hi. thank you for speaking with us. As mentioned your replacement mower has been ordered.