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:12/26/2024

  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.

  Techtronic Industries (TTI) gave me the name of ********** Repair/Service Center, *** ******** **, Shepherdstown, WV 25443, to fix my mower. The service had to be performed by qualified repair personnel. So, I called the service provided by TTI. This is a family owned and operated business. I took my *****, model ******* to the repair shop on 21 October. I gave them a copy of my purchase order, which is covered by a 5-year warranty, and the start key to my mower. The propel stopped working. and I was told it would be about a one week turn around for a repair. The owner left the mower outdoors along with several other mowers in his yard. It has been 2 months now. I have called the company several times and left messages. They can be reached at ************* no one has returned my phone call. I called ***** tools at ************** at least four times. They have emailed Burackers Repair for a status update. No email reply has been received. The ***** safety instructions say, water can enter the lawn mower and/or battery compartment and damage electronic components which can result in a short circuit, increased risk of fire, and serious personal injury. Also, when not in use, the mower should be stored indoors in a dry, place. The start key should be removed and stored. The owner left my mower outdoors with the key inside, there are many mowers in his yard. My mower has no protected covering. WV and VA had several days of rain and inclement weather since October. The repair service has not exercised care in handling my mower. The mower is not safe to use. It may be damaged. I request a new ***** propelled mower. Like the model ******* that I had. Please help me resolve this issue. I have no mower; and it’s no longer safe to use. I request your help to resolve this matter and get me a new propel mower.

  

  Business Response

  Date: 01/02/2025

  Hi thank you for working with us. We have worked with the service center and they report the mower is working and ready for you.

  Customer Answer

  Date: 01/03/2025

  Cindy, 

  I was told the service center would call me to let me know when to pick up the mower.  I have not heard back from the service center. I will call them tomorrow to schedule a date and time to pick up mower. I want to make clear if I sustain injury from the mower being left in the rain as a result, damage to the components, short circuit, fire, etc., I will sue ***** and the service center. Please relay this to *****.  My husband and neighbor will be my witness when I use the mower.  I will contact the service center in the morning. I will ask the service center to test. And I will test. This case is not resolved.

  ********* 

  Customer Answer

  Date: 01/06/2025

  Hi Cindy ,  I picked up the mower today. I am thankful that the self-propel appears to work. The repair technician allowed me to press the propel levers and it moved forward in his drive way. There was no grass to test the feature. He said I should have no problem with the mower. 

  Thank you,
  *********

• Initial Complaint

  Date:12/11/2024

  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 have spent several hours on the ***** support phone line to replace my defective 40V battery (sold with a lawn mower). The first phone call got me set up an online claim account. After this, I had to call back when the claim continually came back as an “error” on the ***** support website. This time, the phone representative filed the claim over the phone and sent me an order number for the replacement battery. Months later, the battery never came. I called a third time, and was told that ***** had been out of stock of that battery, but now they were in stock and they’d be sending it within a week. It’s now three weeks later and I still have not received any shipping confirmation of the replacement battery. I am starting to believe this is a scam to run out the clock on my warranty, which ends at the end of this year.

  

  Business Response

  Date: 12/13/2024

  Thank you for speaking with us. As mentioned we have replacement batteries being shipped to you. 

• Initial Complaint

  Date:11/27/2024

  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 ***** ** **** **** ******* mower in 2022 with 3 years warranty, its Series number is *************** Please look at photos I took today, showed that the mower is still like new, no scratches because my yard is very small. However, the mower make a lot of noise and its motor is not run in the middle of this year. I called ***** ************ which printed on the mower. I called more than 14 times, finally ***** customer serves answered my call. The ***** customer asked the serial number, and told me that my mower was made in 2021, still in 3 years warranty. ***** let me to send my mower to ******** **** of Austin, located at 6001 Techni Center Dr., Ste B, Austin Texas 78721 (PH: 512 428-4868) to repair. I dropped my mower there for repair on Oct 31, 2024. However, after almost one month, I was told by the repair shop, the motor (099749024025) was broken so the mower cannot run. The repair shop asked ***** company to ship a new motor, ***** company said, the ***** 20 inch 13 amp 110V RYAC200 electricity mower was not make anymore, so no parts available. Since my mower is still in warranty, ***** should ship me an equal mew mower. However, ***** told the repair shop, I have to had an invoice to prove that I bough it. I don’t keep old invoice. The serial number of my ***** mower showed that the manufacturer of the mower was made in 2021. The date of manufacturer is not the sold day, plus, when I called *****, the customer service of ***** has already asked the serial number on my mower, and informed me that the mower is in 3 years warranty, why now ***** said no parts available, then ask for invoice? My friends repair ***** mowers are all depending on serial number, why now ***** asked invoice just for me? To refuse to pay a new mower to me? It showed that the quality of ***** is not good, also the service of ***** is not good too. I request ***** to pay me a new 20 in mower or money back or six ***** 40v/6h batteries to close the case totally.

  

  Business Response

  Date: 12/13/2024

  Thank you for speaking with us, however this mower is many years out of the warranty period. We are unable to cover this product. 

  

  Business Response

  Date: 12/13/2024

  Thank you for speaking with us, however this mower is many years out of the warranty period. We are unable to cover this product. 

• Initial Complaint

  Date:11/25/2024

  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.

  Dear ****** * am a first time owner of your product which I had bought from Home Depot (Aug 2021). I have a whole suite of products 1) Grass cutter 2) Leaf Blower and 3) Trimmer. It seems like ******* batteries wear out really quickly. I have already swapped the Battery for the Grass cutter once and now our Leaf Blower Battery is DEAD as well. Having submitted my blower to ******** ***** ******* ****** ** Kennesaw, GA they deemed the battery dead back in Sep 2024. We don't use the blower much but seriously we don't have to deal with this issue with all the work and day to day life tasks. I would be happy to furnish more information but honestly the 5 year warranty on the hardware is useless since we cannot use the device for a year or more till battery is replaced. Frustrated so much that I am ready to thrash this product and just get a new one - don’t know what else I could do here. Would love to talk and provide a feedback. Regards, ****** Email: *********************** ******* ** ***** ******** 

  

  Business Response

  Date: 12/03/2024

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

• Initial Complaint

  Date:11/22/2024

  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.

  On October 21, 2024 I contacted **** customer support regarding a cordless drill, which was purchased on November 8, 2023. The drill would not work and acted like it had no power despite my trying multiple batteries, all of which worked in other tools. After providing the rep my receipt via email, he stated I would need to send it in via a 'box repair' process and would be sending a label to me. He instructed me to include a battery as well as a note to the repair facility with my contact information. Upon receiving the label I did as instructed and sent the drill and a fully charged battery to the repair shop. On November 15th I contacted customer support again as I had received a call from the repair shop stating they needed a charger as well because the dill would not power on. I explained to the ******** rep that the batter sent was fully charged and that issue was exactly why I sent it in for repair, because the unit would not power on. The rep said he would look into it and if they do need the charger he would email me and have a label sent. On November 20th, I received an email stating they do need the charger and that I should watch my email for the label. On November 21st, I received another email. This one said "Unfortunately, the label request was denied. They said the charger should have been shipped initially with the tool and battery and if the Service Center needs the charger, you would need to get it to them at your cost since it wasn't sent the first time." I replied that same day stating that it was ridiculous as I was not instructed to send the charger. I also noted that when you contact customer support, there is a message that states all calls are recorded. I suggested that they review my initial call as they will see that no request for me to include the charger was made.

  

  Business Response

  Date: 11/27/2024

  Hi. Thank you for speaking with us. We are shipping a replacement directly to you. 

  Customer Answer

  Date: 12/02/2024

  [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, assuming the replacement arrives as promised. Thank you.

  
  Regards,
  
  ******* ****** 

• Initial Complaint

  Date:11/21/2024

  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 5/24/2020, I purchased a ***** electric riding lawn mower from **** ***** for $2599. The mower came with a three year warranty. I received the mower on 6/8/2020. During the ?rst year, the mower worked but the charge meter would some?mes fail. In the beginning of 2022, I could not charge the mower. I called ***** support, and they sent new ba?eries to me. This did not ?x the problem as the mower would s?ll not charge. I called ***** support again, and they directed me to a cer??ed repair center. A?er two months, I was told the mower was repaired. A month later, the mower would not charge again. I called the repair center and they advised to bring it back. A?er two months, they called to say the mower was ?xed, however it was s?ll not charging when it was returned to my home. In January 2023, ***** o?ered to send a technician from ******** (***** parent company), which they did. The repair tech replaced numerous electronic components of the mower. Several weeks into the new season, the mower began to show issues again, which were reported to ***************  In the beginning of 2024, the mower was again not charging. I contacted ***** who emailed back and forth over the year. An employee of ******** said he would mail a part to my house, but failed to do so, and stopped answering my emails. I then contacted ***** support again, and they eventually told me the mower was no longer under warranty and could not help me.

  

  Business Response

  Date: 12/10/2024

  Hi. Thank you for speaking with us. As mentioned a new charging port has been shipped to you. 

• Initial Complaint

  Date:11/20/2024

  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 was promised from TTI that I would get a refund for my broken *** and accessories. I havnt gotten a responce or email confirming when I should be getting a refund.

  

  Business Response

  Date: 11/27/2024

  This refund has been cleared through accounting and is on the way to you. 

  Customer Answer

  Date: 12/02/2024

  Please send proof of payment. I have been told the check is on the way but still nothing. 

   

  

  Business Response

  Date: 12/13/2024

  Hi. We show that this check was cleared on 12/6/24

  Customer Answer

  Date: 12/16/2024

  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 have only received one check for the garage door opener. I still haven't received a check for the accessories for the garage door opener as promised. 

  I was also told for one of my accessories that I couldn't find my receipt that I would get refunded the last priced advertised for that one item from Wilson B****. 

  
  Regards,
  
  **** ***

  

  Business Response

  Date: 12/23/2024

  We are processing the check for the accessories. This will also be sent to you. 

• Initial Complaint

  Date:11/19/2024

  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.

  Product failed end of July 2024 we were promised a shipping label in a day never received on 8/8/24 I follow up for shipping label, took ***** 3 weeks to get us a shipping label Shipped item to New Haven CT ***** ******** for repair Sept Called distributor to find out when part will come in told end of Oct End of October told part will not be in and ***** instructed **** ******** to file for replacement told 4 days for approval 2 weeks later called ***** replacement approved but not ordered- unwilling to give specific on order or ship date This company does NOT do what it says it will and it has taken 20 phone calls to them to get them to do anything at every step. We do not believe they will ever replace the battery operated blower. We asked them if we could pick up a new one in Andersen SC and were told NO. We have leaves on the ground and snow to come soon. We also will be travelling in Dec and do not want it shipped here when we are not home. We get stone walled by customer service who won't let us speak to warranty and can't reach ***** ******** today. Bought originally at home depot

  

  Business Response

  Date: 11/27/2024

  ***** tracking shows that this was delivered to you 11/19/2024. Please reach out if this is not the case. 

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising 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 a ***** Riding Lawn Mower from **** ***** as well as a 3 year Extended Warranty. This fall I started experience problems with the Mower Deck not engaging ad froward and reverse control wasnot working properly. I reached out to ***** as you can see evidenced to try and find the problem and ask for their assitance. I have since invested a lot of money trying to get this resolved with no support from them. As, you will see the attachments. I followed all their manuals online to diagnois the problem to know avail. I have also replaced numerous parts to try and resolve the problem again asking for assitance. I researched who owns ***** and it is *** a wholy owned subsiderary of ********* ********. What's ironic is I retired from ********** which is also owned by ********* ********* I have replaced the Seat Switch, PTO Switch, Master and Salve Control Modules as well as 2 new motors for the mower deck and the problem has still now been resolved as you will see in the email exchanges.It is truly ufortunate that it had to come to this but after numerous attempts to reachout for help. I have recieved none. I paid **** ***** $3,314.98 when I purchased rthis Riding Mower. The Case Number ***** assigned is ********* The only thing I,m requesting is a Servie Represenative to come to my home and troubleshoot the machine so it can be fixed correctly. I will be very honest I'm retired and on a fixed budget and whe a company doesn't respond or aid with assitance is truly heartful. It is very frustrating.

  

  Business Response

  Date: 11/25/2024

  Hi. We have attempted to reach you to help resolve this. Please give us a call back and the number left by voice mail. We are looking forward to speaking further with you. 

  Customer Answer

  Date: 11/25/2024

  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. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 11/25/2024

  I believe that as a company you should provide better service than all your troubleshooting guides and selling a product in an area where a service provider to make repairs is over 100 miles away. Then you say your warrenty has expired by 2 months but will send you more troubleshooting videos or literature. But provide know hands on troubleshooting and expect people on fixed incomes to pay to have the equipment serviced. I belive this a poor example of service being provided. But unfortunately if you provide this same service to all your customers I can understand and will have to go to another provider to purchase equipment that has local support.  

  

  Business Response

  Date: 11/27/2024

  We have continued to reach out and left another voice mail moments ago with a direct line to call back in. We would love to help. 

  Customer Answer

  Date: 12/03/2024

  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,
  
  ***** *****

  Customer Answer

  Date: 12/04/2024

  As they indicated they implied they left phone messages and I never returned their calls. If they left a message I’d call back but I have never received a call. My number is ***** ********.

  

  Business Response

  Date: 12/13/2024

  Thank you for speaking with us. As mentioned we are setting up a repair tech to come out to you. 

  Customer Answer

  Date: 12/16/2024

  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,
  
  ***** *****

  Customer Answer

  Date: 01/06/2025

  I know we thought we had a resolution to this complaint. I have spoken to Eric at ***** who's phone number is 864-********. In that discussion he indicated he would be creating a work order to have my riding lawn mower repaired under a warranty claim and a service representative would be in contact with me within 48hrs. That has not occured and I have reached out to him 3 times since at the number he provided and it goes to voice mail. I again called his number this morning and again it went to voicemail. I have asked him to return my call each time to no avail. So, I believe we will need to re-open my acknowlegement of a satisfactory response from them  in regards to my concerns..

  

  Business Response

  Date: 01/08/2025

  Hi. Thank you for speaking with us. We are scheduling the mobile repair team to come out to you.

• Initial Complaint

  Date:11/12/2024

  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.

  Model Number: *********** Serial Number: ************** Message: Hi I have this snow blower and since Oct 18 - I was using my snow blower and snow blower burned and burned my hands and also the machine shattered Inside I need a replacement *********** **************  I caller their number . Told me safety team would call me but they never did and I was given false statement from *****

  

  Business Response

  Date: 11/15/2024

  Hi. Thank you for speaking with us. As mentioned this has been passed over to our safety team. The safety team will indeed be reaching out to you. 

  Customer Answer

  Date: 11/15/2024

  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 safety team never called me and it’s been 5 days  Alreay and ***** breaching their TOS

  i need a replacement 

  
  Regards,
  
  ***** ****

  

  Business Response

  Date: 11/27/2024

  This is an issue that is in the hands of safety now.