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:07/30/2025

  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.

  RYOBI recently issued a recall notice for their 40V Hedge Trimmer. The notice was misleading and lacked transparency. The notice said “we will promptly send to a free replacement for the same model.” The recalled model (**********) costs $149.99 and has more capabilities (I.e. rotating handle) compared to the replacement model (*********) which costs $119.99 with a fixed handle. I attempted to call RYOBI to resolve the issue but they are unwilling to work with their customer base to find a solution. RYOBI should be held accountable for their misleading notification that lacks transparency about the intended replacement. Affected customers should be provided with an equal or better replacement or provided equal compensation to their initial purchase.

  

  Business Response

  Date: 08/01/2025

  Hello. We spoke with the customer and although we could not send him another trimmer, we sent as goodwill a battery and a charger. The customer stated he is ok with that. 

  Customer Answer

  Date: 08/04/2025

  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. 
  

  Although Ryobi has offered to send a battery and charger as goodwill, I do believe Ryobi should still be held accountable for a recall notice that was intentionally misleading and lacked transparency. I told the representative I'd accept the battery because they repeatedly told me there is nothing else they can do. In which case, I accepted the battery and charger as goodwill but that doesn't resolve the fact that I'm left with a lesser model of hedge trimmer with less capabilities.
  
  
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:07/25/2025

  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.

  On June 26, 2025 I received an email from **** ***** stating an Important Product Safety Warning informing that the **** has announced a product safety warning for a limited number of RYOBI 40V 24” Cordless Hedge Trimmers (Bare Tool Model ******* and Kit Model *******) manufactured after March 2021.
  I have one of those, So I filed the claim, and I received a new one around July 18, However, the product I received is the cheaper version of what I purchased.
  My product that I purchased was the **********, a 40V 24” hedge trimmer that has a rotating handle $149 value as of today... However, the one that was sent to me was an *********, a 40V 24” hedge trimmer that has NO rotating handle, and it is a $119 value as of today.
  I contacted Ryobi several times via email, but they couldn't do anything about it.
  So, by me complying and working with Ryobi to fix their issue with the **** about their product safety problem I lost in the transaction.
  It is not just the $149 vs $119, but they didn't even mention that we are going to lose in that transaction, We always thought that this is going to be an even swap, especially that it is not my issue that we are trying to fix here in this recall (It is Ryobi's) and I paid the higher price for the ********** at the time of purchase as I liked them as a consumer, and I don't feel that they treated me with a great support by hiding that loop hall of this transaction and now they are not even acknowledging that they owe me the better product.
  Can you help please?
  thx

  

  Business Response

  Date: 07/25/2025

  This customer was contacted. We explained the replacement for his hedge trimmer was the correct model. While the replacement does not have the rotating handle, the 2, comparatively, are almost identical. The only difference is the rotating handle. The replacement he received does still have the wrap around handle so that trimming can be done from any angle. Additionally, the model sent is a more powerful hedge trimmer. The torque for the replacement is higher so it makes the unit more powerful than the previous model. 

  Customer Answer

  Date: 07/28/2025

  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. 
  If what they saying that the 2 items are the same and it is just the rotating handle, then why they are changing extra money for the rotating handle when they sell it in the store. So no, it is not the item. I purchased the item with the rotating handle for a reason. To close this matter, is either send me the item I purchased with the recall fix and the rotating handle or send me the $50 difference including the tax… 

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

  

  Business Response

  Date: 07/29/2025

  We have reached out to the customer. We have fulfilled our obligation to the hedge trimmer recall by sending the replacement, but we are sending, as a courtesy, to the customer another unit that has the feature that the customer requested.  I will follow shipment and update the customer with tracking information as it becomes available. 

  Customer Answer

  Date: 07/30/2025

  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:07/22/2025

  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 a RYOBI 40v push lawnmower in the late spring of 2024. I used that mower about 5 times before it stopped working. The mower would not start, even with fully charged batteries.
  
  I contacted RYOBI and they had me send the mower to a certified repair center. I believe this was in July. The repair center had the mower for 4-6 months and finally stated they couldn’t repair it.
  
  RYOBI sent me a new mower, a new damaged mower that needed the battery housing cover replaced. They did send me another cover for me to install.
  
  This mower I have used approximately 8 times this summer before it broke. I believe it is the motor mount. I didn’t hit anything that could have caused this. I was just walking along and the mower started to shake. When I turned it over I noticed the break.
  
  I called their customer service and was told I needed to send it to a service center on my dime. I asked for a supervisor and they said I would have to send it to a service center but they might be able to get a prepaid label.
  
  They never addressed the fact that I am out a lawnmower for a second time. That I can’t cut my grass, just like last summer where I paid for a lawn service. . I have to now pay again for a lawn service or buy a new mower all because of a defective mower. I can’t go weeks or months with out having my grass cut
  
  I know RYOBI has a recall on the same type of mower, I don’t know if mine qualifies due to the replacement battery cover which is where the serial and model number are located. But all I wanted was a resolution that wouldn’t cost me more money out of pocket.
  
  I just want a resolution and maybe to be treated fairly asa consumer.

  

  Business Response

  Date: 07/22/2025

  The customer was contacted, and a replacement mower is being sent to the customer. 

  Customer Answer

  Date: 07/22/2025

  
  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. RYOBI replacing the mower within 30 days is acceptable. 

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

• Initial Complaint

  Date:07/21/2025

  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 Ryobi String Trimmer on 6/2/25.
  * String Trimmer failed on second usage, the "power head" portion (40V Brushless Power Head: **********) separating in two due to insufficient bonding of plastic and metal parts.
  * Sent power head in for warranty repair (Repair Request: ********)
  * Ryobi assessed that a replacement was required and sent it on 7/8/2005 (***** #************)
  * Ryobi did something wrong with labeling and ***** flagged it as a "shipment exception" due to "Unacceptable or incompatible Hazardous material."
  * In the two weeks since, Ryobi has refused to do anything to solve their problem. They claim to have escalated the issue to a team able to deal with shipping, but when asked for progress they simply sent the (failed) shipping number back. Four or five emails requests for updates have been largely ignored since the "escalation".
  * Fundamentally, I don't care about Ryobi's shipping issues. They either need to ship out a replacement power head or refund my money so I can purchase a new one.
  
  Synopsis: It is now close to a month since I sent of my power head for repair/replacement from Ryobi. They agreed it needed to be replaced but have failed to deliver me my replacement.

  

  Business Response

  Date: 07/28/2025

  We were unable to speak to the customer. We called and emailed. We have since replaced her unit, and per ***** tracking, she received it on Friday, July 25. 

  Customer Answer

  Date: 07/28/2025

  
  Better Business Bureau,
  

  Ryobi's response disingenuously paints them as the wounded party by saying they called and the wrote and I did not respond.

  The truth is that they sent two emails that did not request any response (one saying that they would be shipping a new unit and three days later, another sending the new tracking number, the latter a day after the unit had been sent) and they left one voice mail with the new tracking number, after the unit had already been delivered. None of the communications requested a response, nor would one have likely been helpful. If they'd asked something like "Please let us know when you get this message" or "Please let us know when you receive your product", I would have responded. They did not. Nonetheless, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  
  Thanks,
  
  ******* **********
  

• Initial Complaint

  Date:07/21/2025

  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 purchased a pressure washer on July 4 2025 from **** *****. During the first main use, the high pressure hose sprung a leak, which was dangerous. I have contacted customer service and they are unwilling to send a replacement hose. They have told me my only options are to ship the pressure washer back at my expense (they know this is unreasonable) or to go to an authorized repair center (the closest to me is over an hour away if it will even repair pressure washers). Despite this happening on the first use, they are unwilling to do anything at all for me. They are in effect refusing to honor the warranty by making any resolution options infeasible. All I need is a hose which could easily be shipped. I have seen other complains of similar behavior by Ryobi. They are making customers responsible for their manufacturing mistakes. I would like a refund for the 45$ replacement hose I was forced to purchase or at least a replacement hose for the one that broke.

  

  Business Response

  Date: 07/22/2025

  The customer was contacted, and a replacement hose has been ordered for her. 

• Initial Complaint

  Date:07/14/2025

  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 disabled my mower in early April and tti sent me a notification on April 11th that they have shipped my mower (order number *******). It is June 11th (3 months later) and I'm yet to receive the mower. I have contacted the tti customer support at 1-800-597-9624 multiple times and get misleading information. I was initially told that it's in transit but on the last call they told me that the mowers are backordered and it's not been shipped yet. In the meanwhile, I'm paying hundreds of dollars to hire somebody to mow the yard. Please help.
  
  Thanks

  

  Business Response

  Date: 07/24/2025

  Hello. This customer's unit has already been taken care of and was given a replacement that he has received as of 7/17. 

  Customer Answer

  Date: 07/24/2025

  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:07/11/2025

  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.

  Backpack blower failed several months ago. Reached out to customer service in an attempt to get it repaired under warranty. After 3 months the product is still not working and ***** support is essentially non responsive. They finally shipped a part, however it was used and non functional.

  

  Business Response

  Date: 07/22/2025

  The customer was contacted, and a replacement unit order has been placed for the customer. 

• Initial Complaint

  Date:07/10/2025

  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 a ***** cordless blower from **** ***** on 10.08.22. It currently does not work and is still under the manufacturer’s warranty. I attempted to file a claim on-line as instructed by a ***** ***** ****** specialist on 06.16.25; however, since the product is out of warranty based on the manufacturer’s date versus the receipt date, I had to call and get assistance directly from ***** ***** ******. I was told that it would take up to 14 days to get a shipping label so I can send my blower to a service facility. I have yet to receive the shipping label as promised. I am attaching my receipt of purchase (which ***** has) along with an email that was sent from ***** on 07.08.25 (my last attempt to follow up with them regarding the shipping label). As you can see from the email, had I been able to file the claim on-line, I would have received a shipping label by now.

  

  Business Response

  Date: 07/24/2025

  Hi. We reached out to this customer and a replacement blower was ordered and being sent to the customer. 

  Customer Answer

  Date: 07/24/2025

  Good morning Cindy,

  
  

  Yes, the company reached out to me on July 21st and stated that a replacement blower should be delivered to me within 10-15 business days, so I should have it by August 11, 2025.

  
  

  Thank you for your help.

  
  

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

• Initial Complaint

  Date:07/07/2025

  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.

  Hello,
  I bought a Hart pressure washer on 7/26/2023 on ******* website (Order# *******-********). The washer comes with 3 year standard warranty. It stopped working couple months ago (sometimes it turns on and sometimes it does not so looks to be intermittent issue). I called customer service and they mentioned the only option would be to go to a service center and the nearest one is 1.5-2 hours from my place. They do not have any service center close to ******* or where I live.
  
  Request you to help with alternative options to get the issue corrected or to get a replacement in warranty. Thank you.

  

  Business Response

  Date: 07/10/2025

  Hi. thank you for speaking with us. As mentioned we are sending a prepaid shipping label to you to ship unit for service. 

• Initial Complaint

  Date:07/01/2025

  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 am filing this complaint regarding an unresolved warranty repair and an unacceptable lack of customer support for my ***** 16" Cultivator purchased on 4/25/22 from **** ****** I registered the product in February 2025 and was directed to *** *** ****** ****** in San Antonio (Claim #********).
  
  One month after dropping it off, I was told repairs were delayed waiting on parts from ****** Two more months passed without any proactive communication. In May, I followed up again and was told only that the service center had emailed ***** for an update. At the end of May, I contacted ***** directly. A representative acknowledged the excessive delay and promised their operations team would contact *** *** within 24 hours and that my claim was being escalated.
  
  As the service center seemed unhelpful, I began calling ***** bi-weekly in June. Most calls either ended after long hold times or never connected to anyone who could help. When I finally reached someone, I was told that she was emailing her team lead and a replacement would likely be approved given the delay, and I would be contacted the next day. No one ever followed up. Since then, I have spent hours attempting to reach ***** by phone and email without any response or resolution.
  
  This entire process has demonstrated a clear lack of concern for customers and a failure by both ***** and the authorized service center to meet even basic standards of accountability or communication. My equipment has now been out of service for over four months with no timeline, replacement, or clear plan to honor the warranty.
  
  I am formally requesting ***** immediately authorize a replacement unit or full refund in accordance with the warranty, or provide in writing a specific date by which my cultivator will be repaired and returned. I expect a response within 7 business days. If ***** is unwilling or unable to resolve this matter, I will escalate further through additional consumer protection channels.

  

  Business Response

  Date: 07/08/2025

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

  Customer Answer

  Date: 07/08/2025

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