Complaints
Customer Complaints Summary
- 90 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:04/20/2025
Type: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.
Several different transactions dates because I bought several tools because of the companys reputation. I bought the 58 volt blower went back to ********** and bought the string trimmer and the chainsaw and saw and purchased 2 extra 58v4ah batteries at Direct tools in *******************************Two of the 4ah batteries wont charge at all one that came with blower doesn't last more than 10 minutes or so. The other 4ah says its fully charged but doesnt work at all the only one that some what works is the 2ah that came with the trimmer that I replaced with the 4ah because the 2 doesnt last very long. I love the tools and was going to purchase the hedge trimmers next but Ive got over a thousand dollars worth of tools I cant use. I hope echo cares enough about its reputation to make this right. Thanks for your help. *** ******
Business Response
Date: 05/01/2025
*** I will contact you by phone later today. 5/01/25.Initial Complaint
Date:04/07/2025
Type: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.
To convert from gas-powered lawn equipment, I began purchasing ECHO battery-powered equipment in 2019. I began with the 58V ********* head. I also bought attachments designed to work with the 58V power head including a string trimmer, hedge trimmer and edger. Also, I purchased a 21" 58V battery-powered lawn mower, a 16" 58V battery-powered chain saw and a 58V battery-powered blower. To power this equipment I purchased two (2) 58V 4 amp battery packs to include 2 chargers. I easily invested $2,000-$2,500 in this batter-powered equipment.Overall, I have been pleased with the equipment and glad to support environmental initiatives to move away from gas-powered equipment. The last two years I had difficulty finding lawn mower blades but chalked it up to "supply chain Issues." In the last two days I have been searching for a pole saw attachment for my power head. This is when I became aware of the problem that is going to be ongoing with my lawn equipment. ECHO introduced the eForce 56V battery system in early 2022 and there is no compatibility with the two lines of equipment (58V vs. 56V). In regards to the pole saw attachment, ECHO's answer to a ********** Q&A was "The 58V Power head is not recommended to be used with power pruner attachment. The use of this attachment may overspeed the motor."This discovery got me looking further and I became aware of the magnitude of my future problems. ECHO has basically discontinued the production of 58V parts and products and has, for all practical purposes, obsoleted the equipment and left me, a retiree on a fixed income, with the unacceptable option of replacing all of my equipment as repairs or additional attachments are ********* least this owner of the 58V equipment was not alerted to the forthcoming obsolescence of the equipment with any replacement options. I expected more from a reputable company like ****. I feel violated and think ECHO should provide options to compensate/replace equipment with updated models.Business Response
Date: 05/01/2025
Contacted the customer by email on 5/1/25 to assist in resolving this issue.Customer Answer
Date: 05/04/2025
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.
Sincerely,
*** ***Initial Complaint
Date:04/04/2025
Type: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 3 tools at ********** with the 58v batteries some time ago and have enjoyed using them. However, I am no longer able to buy the replacement batteries, so my tools are now worthless which is very upsetting, since these tools were not cheap. Now the company has gone to the fifty six volt battery, and they do not fit tools I have. Again it makes my weed eater, chainsaw, and leaf blower obsolete. Even if I purchase a second hand battery or knock off, I will end up right back where I started eventually. I would like help purchasing the 56v versions if Echo doesn't have plans on discontinuing their 56v anytime soon.Business Response
Date: 05/01/2025
Contacted customer through Email and working to resolve the issue.Initial Complaint
Date:01/06/2025
Type: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've been using my trusted 58V Echo mower for a few years - ever since it was gifted to us by my daughter when we moved into our house. The battery is finally on its last legs so I went to ********** and to the Echo website to purchase a new one only to find out, much to my dismay, that the entire 58v line has been discontinued. I kept finding chinese knock-off batteries being sold as if they came from Echo but they're clearly fake. I've spent countless hours looking for an adapter that would make the new Echo batteries work in a 58V machine but couldn't find one. It is incredible to me that a company with ****'s reputation would leave its original battery customers high and dry like that!Business Response
Date: 02/03/2025
**** sorry I did not get to you sooner. I'm not sure how I missed your case. I will email you today and get this resolved.Customer Answer
Date: 02/05/2025
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.
Sincerely,
**** ******Initial Complaint
Date:12/12/2024
Type: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.
A few years ago, I bought a string trimmer and chainsaw from Echo that both use the same 58-volt 2 Ah lithium-ion battery system. My battery no longer holds a charge, so I want to buy a new one. But Echo appears to have stopped making that kind of battery (they seem to have moved to a different, 56-volt system and discontinued the 58-volt models). This renders my tools useless, even though the tools are in good shape, and I like them. I tried contacting **** through their website, requesting that they let me know how to buy a replacement battery, but I have had no reply. It's not ok for them to stop supporting their products! I do not want to throw away my perfectly good tools, but if Ecgho cannot sell me a replacement battery, perhaps they should replace my two tools that will now be unusable.Business Response
Date: 01/06/2025
Contacted **** and resolved the issue on 12/17/24. Asked her to let us know if there are any issues.Customer Answer
Date: 01/07/2025
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 were very prompt in contacting me and addressing my problem. Because they were out of battery inventory for the older equipment, they have replaced my equipment entirely with the new model. I am very pleased with both the quality of their products and with their above-and-beyond customer service. Thank you!
Sincerely,
**** ***********Initial Complaint
Date:11/10/2024
Type: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 an Echo 58 volt battery powered string trimmer, brush cutter, and leaf blower with additional batteries in 2021. In 2023 I noticed that they were rolling out a newer line of products that did not have compatible batteries but my retailer assured me that **** was committed to supporting and selling the older models. As such, I purchased a 58 volt chainsaw with additional batteries. My total investment in these tools is around $1000. Three batteries will no longer charge and I have read that they have a life expectancy of 3 years. I was told by my retailer that the **** no longer supports the 58 volt batteries and they have not been able to get any in almost a year. I feel that Echo let down its customers and they should have a buyback program for their unsupported line of products or issue credits to the consumers who purchased these products.Business Response
Date: 11/13/2024
***** we will contact you today.Initial Complaint
Date:11/09/2024
Type: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.
A few years ago I decided to invest my money into battery powered (cordless) lawn equipment. After doing research and reading reviews, I was convinced that the Echo 58 volt line of tools were one of the best. That choice was made pretty easy because I have been a consumer of *********powered lawn tools for >25 years now. As time went on I noticed the 58 volt batteries were losing their ability to perform. As I was looking into maybe replacing my 58 volt batteries, all I could find for Echo cordless tools were 56 volt replacement batteries, which led me to find out that the complete line of Echo 58 volt tools had been replaced with 56 volt tools. I would think, with the intelligence and resources that Echo has, they would come up with a retrofit to resolve the 58 to 56 volt transition. The bad thing now is I have these 58 volt Echo items that are pretty much useless. I have one Mower (CLM-58V), one Blower (CBL-58V), three Chargers (CBC-58V), two 4.0 Batteries (CBP-58V40), and one 2.0 Battery (CBP-58V20). Does **** have a buy-back program ?Business Response
Date: 11/13/2024
We will get in touch with you today to discuss the issue.Initial Complaint
Date:11/04/2024
Type: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.
Purchased an Echo CS-590 and followed manufacturers recommendations for maintenance. When I tried to use the saw during the summer after being store for several months, it would not start. Changed fluids, filters, plugs, and attempted the recommended steps customer service provided. After many attempts and weeks of trying to use the machine, I contacted customer service to make a warranty claim. They led me to a website to take to an authorized service center near me, but when I went to drop it off, they said they dont service any longer, only sell. I contacted customer again and they said I needed to click the link and filter Signature Elite. After doing so the closest one is over an hour drive one way, so that would have me driving 4-5 hours round trip, pickup and drop off. I told CS that wasnt feasible as it would cost me more to do so than to purchase a new saw. They said sorry, thats the only option.Business Response
Date: 11/13/2024
**** left a message for you to call me back so we can review your issue. Please call me when you are free.Initial Complaint
Date:11/04/2024
Type: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.
Like others, I have the 58 volt system with 3 tools, 2-4.0 amp batteries and 2-chargers needing batteries replaced and they have dropped the lineBusiness Response
Date: 11/07/2024
Will contact the customer today.Customer Answer
Date: 11/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is very satisfactory to me. I feel they went above and beyond
Sincerely,
***** ****Initial Complaint
Date:10/22/2024
Type: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.
We purchased both a blower and a chainsaw and now are unable to use either of the tools as Echo no longer carries the 58 volt line. It's sad when you're in the middle of using a chainsaw after a hurricane and your battery dies and is suddenly unable to hold a charge. Took the battery to an electric company and they advised that a bios is set up in the battery so it won't last over 2-3 years, even if it has ********************************* it. Sad when you spend so much money in tools and now have nothing but heavy paperweights.Business Response
Date: 10/25/2024
******* we will be in contact with you today.
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