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:02/18/2025

  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 a ***** 40V Power Cleaner from **** ***** on 10/22/2024. Few days later I attempted to use the tool. Battery was dead so I left it on the charger for 2 nights. It initially kept flashing red and green for error or defective battery but I let it sit in the charger. I tested the cleaner with one of my other 40V battery and it was working fine. Battery that was included still dead so I filed a claim online for a replacement on 10/28/24. ***** determined I was due for a replacement battery. Since it was backordered I didn't receive it until late January 2025. Once again the battery is dead and flashing red and green on charger. No amount of charging or changing chargers helped. Filed a second claim on 1/29/25. Received second replacement battery second week of February. AGAIN, battery is dead. Same issue as the first replacement. I then attempted to file another claim online but now I can't because the second replacement I received had an expiration on the warranty on 6/17/24. So I was sent not only a defective but an out of warranty battery. I have called Ryobi and they're giving me a hard time to get a proper replacement. I will most likely stop buying ***** from now on if this doesn't get resolved.

  

  Business Response

  Date: 02/27/2025

  Hi. thank you for speaking with us. Looks like you have received the new battery.

  Customer Answer

  Date: 02/28/2025

  [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:02/14/2025

  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 an Important Recall Notice that my mower was recalled due to fire hazard via email on February 6, 2025. I tried calling the number listed numerous times with extended hold times to get assistance with requesting a free replacement. I finally got through to someone and she was asking for my name and address to send the replacement to and email address and either she hung up or we got disconnected. I called back and keep getting the runaround and I have not received any notification of any shipment of the replacement I am entitled to due to being sold a recalled product. Naturally I disposed of the product due to safety concerns for myself and home. I advised I would not continue to tamper with a recalled product with a fire hazard and disposed of it but have not received the free replacement or notification of one being mailed to my home as my address and email was provided to send tracking. I verified my mower was included in the recall from their site: ***** ********** with Serial Number "***************

  

  Business Response

  Date: 02/21/2025

  Hi. Thank you for speaking with us. The replacement has been ordered for you. 

• Initial Complaint

  Date:02/07/2025

  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.

  I purchased this ***** *** ********* ******* ****** *** ******* ******** ******** ************** ****** (the one that uses 4 x 6ah batteries) a few months ago at my local **** *****. I've used it maybe 8 times total, and yesterday morning the handle that controls the chute direction snapped off when I was adjusting it. This has made the snow blow inoperable because the chute just freely spins 180 degrees, meaning it's throwing the snow onto my house or places I've already cleared. I've tried MANY times to contact ****** via their website chat, text message, and calling their service line. The chat and text just tell me to call a service center 185 miles away (and over 2 mountain passes during the winter) and then drive it over there if they service this machine. That clearly does not work for me as it's the middle of winter, I need the snow blower working, and 185 miles over 2 passes in the winter is ridiculous. I bought it at **** ***** about 5 miles from my house here in Bend. For the call center, I've been on hold for 45+ min multiple times, requested a callback 2x (no callback), and both of the past 2 days they've closed the line for "internal training" during the hours they state are open hours. It's before 12p EST today and they're already closed for the day, even though their site says they're open from 9a-5p EST. I unfortunately can't find another avenue other than filing a complaint here and then initiating a chargeback via my credit card. I'd like them to either ship me a replacement unit or fully refund me for my purchase.

  

  Business Response

  Date: 02/11/2025

  Hi. Looks like we sent out a replacement that shows delivered. 

• Initial Complaint

  Date:02/04/2025

  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.

  Purchased a ***** **** *** ******** * *** ******** sprayer in 2022. Warranty is supposed to be 3 years. equipment began to malfunction in spring (april) of 2024, contacted ***** for replacement/repair. They said the part was out of stock. They refused to provide a claim number since the part is not available. I called repeatedly month after month to check in, and still no resolution. I've not been able to use my sprayer since spring 2024. I've notified them this is not okay and it should be remedied in an alternative way, perhaps replacing the entire thing. They refuse. I continue to reach out month after month, they again keep telling me they are out of stock again, fast forward to jan 2025 and feb 2025, still unable to use my sprayer and now they claim the sprayer was manufactured in 2021 and warranty is expired, mind you i purchased it in 2022 - how am i supposed to know when it was manufactured and how can warranty start before i even buy it? They refuse to still replace my unit, they still don't have the part and now they're telling me i don't even have warranty. I've requested a call from management, no one calls me back, no one does anything to address the issue, and they tell me to return it, and i cannot even return the equipment because it's obviously way over 90-days. And again, i've been trying to get this resolved since April 2024. Warranty should not begin until you purchase the item so it should still be covered. I feel like they should just repair the entire sprater if they don't have the part needed or issue me credit for the full amount of the item which obviously is faulty if its been almost a year and you cannot supply a part for it.

  

  Business Response

  Date: 02/11/2025

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

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau,
  
  Although i have not received emailed confirmation from the business regarding how they are addressing my complaint ( i was only verbally given an order # but no email has come through), I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If they do not fulfill their end of the deal, i will be refiling my complaint.
  
  Regards,
  ******** ******

• Initial Complaint

  Date:02/04/2025

  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.

  My ***** ******* ******** lawn mower stopped working in September of 2024. It was purchased in May of 2022 and has a 5 year warranty. They do not have a service location within 2 hours of my home even though I live ******* ** *** *********. They asked me to ship the lawn mower to ************ which I did. They found a faulty module and then shipped it back to me in a completely unpadded cardboard box despite its large size and weight. The box was destroyed and the top of the lawn mower was smashed off, including the door which protects the large batteries from the environment. I asked them to repair or replace the mower but they have refused for months and refuse to respond to emails other than to say they’re considering their options and to direct me to file a complaint with *****. This claim would almost certainly be denied because no care went into packaging. And they can file a complaint if they want to but that is not my responsibility. I haven’t had a $550 mower for over 4 months including leaf season and they honestly don’t seem to care. I would like the money to purchase a new lawn mower.

  

  Business Response

  Date: 02/12/2025

  Hi we have sent a replacement directly to you. 

  Customer Answer

  Date: 02/12/2025

  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:01/28/2025

  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 bought a ***** generator last year and never even used it and it broke. ***** replaced it under warranty after bringing it to an authorized repair shop. I had to call ***** directly and ask to get my generator I was given 2 options send out a new generator (same 1) or a full refund it 8 to 10 weeks. I bought the generator because I needed it for my house, so I asked for the same 1 to be sent to me. After about 8 days or so I had a smaller generator show up in my driveway basically on the street where anyone could take it. I called to address the smaller generator sent and they said I accepted the smaller 1 instead when I called which I did not! I need a bigger generator for my house not this little one that does nothing for me. This is fraud saying I agreed to this and did not. I want my replacement to be of equal size, not a cheaper smaller 1. I know what was said and at no time did the representative say they were sending a smaller 1. This is unacceptable I want resolution.

  

  Business Response

  Date: 01/28/2025

  Hi...thank you for speaking with us. As mentioned we will be picking up the unit and sending out a refund for the original product. 

• Initial Complaint

  Date:01/21/2025

  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.

  original purchase 9/17/22 $212.33 3 year warranty won't reply to emails or honor warranty

  

  Business Response

  Date: 01/28/2025

  Thank you for speaking with us. As mentioned with are sending a refund directly to you. 

  Customer Answer

  Date: 01/28/2025

  
  
  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 upon receiving the refund that they said could take up to 6 weeks.  I would like to keep the file open until I receive it. 
  
  Regards,
  
  ***** ******

  Customer Answer

  Date: 02/12/2025

  Refund received

• Initial Complaint

  Date:01/17/2025

  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 bought a ***** ******* riding mower *** *************** in the spring of 2022 from **** ****** The mower worked well until I tried to start it the first time the spring of 2024. It would not start. I contacted ***** service line and we determined that the mower was still under warranty and that I should sent it to an authorized repair shop. I sent the mower to Altaquip in Livonia (**** **** ***** Nate S**** is the service center manager there. They received my mower mid May and they still have it today. their process with ***** is to call them and describe the problem ***** will agree to the problem and solution and send them the part, when that doesn’t work they repeat the process. They went through this process over and over from May until August. In August I received a call from Altaquip stating that ***** has determined that the problem with my mower was the batteries and that they were not covered by warranty. I would have to pay $2000 for the batteries in advance. I asked what would happen if I bought the batteries, they were installed and the mower still didn’t work? The reason I asked this is because in May, before I ever had my mower towed in to Altaquip, the ***** service center sent me instructions on how to test the batteries. I had a friend with a very sophisticated testing system check the batteries and found them to be okay. So I called ***** and asked them about about this. They felt certain it was the battery as wish 90% of the mowers the problem is the battery. I asked them why it took them 90 days to make this determination in my case. They agreed to send the batteries no charge to me. the mower still didn’t not work. They went through two more months of part by part analysis to determine it may have been a wiring harness that they no longer make (the mower is only two years old). So, I believe it was 10/28/2024 that they said they were issuing a full refund. I keep calling and the check still has not been cut

  

  Business Response

  Date: 02/11/2025

  Hi. The refund is on the way to you.

• Initial Complaint

  Date:01/02/2025

  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.

  About 6 months ago my weed whacker started losing power, I reached out to ***** for repair and they suggested I take it to a rapid repair location. The closest was 1.5 hours away but I took it. A week later they said it was fine. I took it home and tried to use it and it smelled bad, smoked and still had almost no power. Sent it in to ***** repair and they sent it back saying there were modifications. There are none. Called them and the rep said he looked at the pictures and there is no modifications so to send it in again. I sent it in again and once again it was returned to me saying "no repairs needed". I once again tried to use it and it only worked for a few minutes before it completely stopped working. So, I am sending it in a 4th time. I looked up my warrantee date and noticed that the warrantee runs out next month. Since the machine is clearly smoking and not working it is not possible that it "doesn't need repairs" or that they are unaware of the issue. It seems the constant back and forth (each time taking weeks) is them making an intentional attempt to "run out the clock" so they do not need to repair it. This is deceptive practice, when this started I was no where near the warrantee time, but now I am. At this point I am seeking a full replacement of the product as their continued denial of an issue has resulted with total destruction of the item.

  

  Business Response

  Date: 01/03/2025

  Hi thank you for speaking with us. As mentioned we will be shipping a replacement to you.

  Customer Answer

  Date: 01/09/2025

  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.   They contacted me right away and shipped me a replacement unit that arrived today.  I was very satisfied with the person I spoke with on the phone and he agreed that the repair didn't review the item sufficiently and it warranted a replacement unit.  Thank you for your assistance. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:12/31/2024

  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 rolling * ***** **** *** that, according to the tags on the product, came with two accessories. A small tool tray and a small blue tool organizer. This rolling **** *** did not include either. The tool set is zip tied at the factory before the store receives it, so it can’t be opened or tampered with. Upon inspection of the remaining rolling **** ***** none of them included the advertised accessories. This tool set did me is fraud. $80 is a lot of money for me and if you advertise a product, you should include it. **** ***** *** has ignored my complaint. I want what I paid for. The tray and the blue organizer. That’s only fair. Just make things right. This again to me is fraud and false advertising.

  

  Business Response

  Date: 01/03/2025

  Hi thank you for speaking with us. As mentioned we will be shipping these to you. 

  

  Business Response

  Date: 01/28/2025

  Thank you for speaking with us further. As explained the wrong product was put in by *******. 

  Customer Answer

  Date: 01/28/2025

  [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,
  
  ****** ******