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:09/08/2025

  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.

  This is about the recall. On March ***, 2025 the claim was submitted. The cord was cut as required. I called in April, and in May. They acknowledged the claim over the phone, but never in an email. I have had to buy a new lawn mower because of the claim not being handled in 6 months.
  
  I want the mower replaced. I read the disclaimer that Ryobi is working on this, but 6 months is too long.

  

  Business Response

  Date: 09/09/2025

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

  Customer Answer

  Date: 09/10/2025

  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.  This stands true as long as I actually get the lawn mower.
  
  
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:09/08/2025

  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.

  In March of this year, I contacted the company regarding a **** brand 20v, 4 AH battery. The problem was the battery absolutely would not charge. I had other batteries that would charge on the particular charger. (Yes, all batteries and charger were ****) I even tried to charge the battery on another **** charger.
  I was told there would be a replacement shipped out to me. It still has not been shipped out. SN off the battery was given as well.
  Now, another one of the **** batteries I have, a 20v, 2AH, battery is having the same issue. Both were purchased at *******, less than a year ago. ( No, I do not have a receipt from that long ago, further, one would expect the batteries to last longer)
  So, now, I have two batteries for your products I can not use. I have purchased MANY **** tools, and to have batteries that do not charge after such short time makes them useless.
  Get it together.

  

  Business Response

  Date: 09/11/2025

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

  Customer Answer

  Date: 09/11/2025

  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:09/02/2025

  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 bought a lawn more from ******* less than a year ago but the battery had an issue. They said that they can not return and to call the manufacture. so I called the **** **** ******* and provided them with the receipts and they promised to send the new battery since it has 3 year warranty. However they never did so I emailed them again last month and they are saying to provide the purchase receipt all over which I dont have it any more. And they are saying that they can not replace their faulty lithium battery with emails back n forth arguing. I want my money back for the lawn mower or replace the battery.

  

  Business Response

  Date: 09/04/2025

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

  Customer Answer

  Date: 09/09/2025

  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. 
  
  
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:08/29/2025

  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 new Ryobi 2HP Trimmer (**********) on July 14th, 2025. On my 8th use of the product on August Aug 28th, 2025 it started to get very hot and made a popping noise. I immediately shut off the trimmer and let it cool down. When I tried to start it again with the pull string nothing seemed to be connected, and I heard a rattling sound when I picked it up. I unscrewed the 4 screws on the back to see what happened and the entire metal starter cup had melted and fallen off.
  
  I submitted a case with Ryobi with proof of purchase, photos of the issue, and an explanation of what happened. I could no longer return this to **** ***** because it was beyond the return policy. Ryobi responded back stating they would not replace or repair the item simply because I unscrewed the back 4 screws to see what happened.
  
  This is horrible customer service, and a dangerous manufacturing defect that could have burned me or caused an explosion due to the starter cup melting and coming loose. I am shocked that Ryobi refused to make things right after only purchasing the defective trimmer less than 2 months ago. This is unacceptable especially since this is brand new and under warranty. The fact that they claim I voided the warranty simply by unscrewing the back to see what happened is ********.

  

  Business Response

  Date: 09/04/2025

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

• Initial Complaint

  Date:08/28/2025

  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 extremely poor warranty service and customer support for a ***** lawn mower purchased approximately 2 years ago. The lawn mower's blades have stopped spinning, and despite the product being under warranty, I have been unable to receive proper service due to inadequate customer support and unreasonable repair facility recommendations.
  
  Problem: Lawn mower blades stopped spinning while product is still under manufacturer's warranty.
  Call #1: Customer service provided one repair facility located over one hour away (with traffic). Upon research, this facility has a 1.8-star rating, indicating poor service quality.
  Call #2: Customer service provided two additional repair facilities, both over one hour away with ratings of 1.8 and 2.0 stars respectively. No closer alternatives were offered.
  Call #3: Customer service redirected me to **** ***** *original retailer). **** ***** informed me they cannot assist with warranty repairs for products purchased over 90 days ago, contradicting ******* warranty terms.
  Call #4: Customer service representative provided incorrect information, directing me to closer repair facilities. However, when I contacted these businesses:
  
  First company's phone number was non-functional
  Second company confirmed they do not repair lawn mowers
  
  Call #5: Customer service representative hung up on me during the call.
  Call #6: Customer service representative refused to escalate the call to a supervisor and repeated the same information about repair centers over one hour away, showing no willingness to resolve the issue.
  
  As a healthcare professional with patients, the current repair options would require me to abandon patient care for at least 4 hours total (2 hours to drop off the mower and 2 hours to pick it up) due to:
  Distance of repair facilities (over 1 hour each way)
  Limited operating hours of recommended service centers
  
  This creates an unacceptable burden for warranty service that should be readily accessible.

  

  Business Response

  Date: 09/03/2025

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

  Customer Answer

  Date: 09/08/2025

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

• Initial Complaint

  Date:08/25/2025

  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 weed eater and they only had one battery. The battery takes 2 days to do my yard. They should have either gave me 2 batteries or one really good one and the battery doesn’t charge. I want to exchange the battery and they should have added 2 for the price I paid. It was over 200. Dollars. The weedeater is a heavy duty one with a long neck.

  

  Business Response

  Date: 08/26/2025

  Hi. Thank you for speaking with us. As mentioned we are sending the batteries directly to you. 

  Customer Answer

  Date: 08/28/2025

  Thank you for stepping in. I’m am please to say that they are sending me new batteries and thank you so much for your help and support. Please remove the complaint and thank you once again for helping me out. 

• Initial Complaint

  Date:08/25/2025

  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 am filing this complaint due to ******* unacceptable handling of a product safety recall for my hedge trimmer, model *********** I submitted the required information in July confirming my unit was part of the recall. Despite delays and lack of communication, I returned the recalled unit and, on August 21, 2025, received a so-called “replacement” unit.
  
  The replacement is not functionally or financially equivalent. It lacks a critical feature—the rotating/adjustable handle—which was one of the main reasons I chose the original product. The replacement is also approximately $80 cheaper than the original, making this a clear downgrade.
  
  To make matters worse, ***** claims this inferior model is the only available remedy due to regulations. However, I’ve confirmed that multiple equivalent or superior models (*********** **********, *********** are still listed for sale on ******* own website. If they are safe enough to sell, there is no legitimate reason they cannot be offered to resolve a safety recall.
  
  This inconsistent and misleading handling of the recall feels unethical and deceptive. In fact, I’ve located several other BBB complaints describing similar experiences, and in many of those cases, customers were offered better resolutions.
  
  This situation meets the definition of fraud:
  Misrepresentation (claiming this is an “equivalent” replacement),
  Intent (reducing company costs by sending downgraded units), and
  Financial harm (I’m left with a cheaper, less functional product I didn’t agree to).
  
  This experience has destroyed my trust in ***** and TTI (Techtronic Industries, their parent company). I have also experienced ongoing issues with another ***** recall for a lawn mower, and I now have serious concerns about that process as well.

  

  Business Response

  Date: 09/03/2025

  Hi. The model that you were requesting has been shipped to you.

  

  Business Response

  Date: 09/03/2025

  Hi. The model that you were requesting has been shipped to you.

  Customer Answer

  Date: 09/04/2025

  [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,
  
  
  
  **** *****

  Customer Answer

  Date: 09/04/2025

  [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:08/21/2025

  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.

  I received a recall notice for my Ryobi hedge trimmer – Model #: ********** / Serial #: ************** on June 12th. I submitted an online Claim the same day with a request for a box. Ryobi responded with an email that included the following statement, “You will receive your replacement Hedge Trimmer within 14 business days of us receiving your recalled unit”.
  
  I received the box on 6/17 and immediately returned the trimmed. ***** tracking (# ************) confirmed that it was received at the TTI Ryobi facility in ********, SC on 6/19 (signed by J. W*****). Since that time, I have not received any updates regarding the status of my trimmer.
  
  I sent two email messages (6/30 & 7/2) to **************************, and both were answered with the same generic response. It was obvious that no one read the messages. I also called the Customer Support Hotline. While the agent was courteous, she could not give me the status of my Claim. I sent a follow-up email on July 10th to **************************** and was told “At this time, we are still awaiting the tracking information for your replacement unit. As soon as the replacement trimmer ships, you will receive an email with tracking details so you can monitor the shipment on your end.” Based on the response, I wasn’t confident that any research was done to confirm that my Claim was being process.
  
  It’s now been over 60 days since my trimmer was received by TTI Ryobi and I still have not received any updates/confirmation that my Claim is being processed.
  
  I deeply appreciate any assistance that you can offer to get this situation resolved as soon as possible.
  
  **** ********

  

  Business Response

  Date: 08/26/2025

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

  Customer Answer

  Date: 08/26/2025

  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.  I'll continue to be a loyal Ryobi customer.

  Thank you very much for getting involved and helping resolve my concern.
  
  
  
  Regards,
  
  **** ********
  

• Initial Complaint

  Date:08/21/2025

  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 was part of the ***** lawn mower recall and sent a new mower, of a much lower quality. Within 1 month the replacement lawn mower started shorting out. I contacted ****** and after much back and forth they provided a replacement to pick up at **** *****.
  
  After having this mower for less than 2 months, the motor started having issues. The speed would ramp up and slow down with a low grinding. It then fried/shorted out one of my batteries.
  
  I again contacted ***** about the issue and was told I either need to drive 2 1/2 hours, 1 way to take it to the closest repair center or to mail it to them, at my own expense. This process could also take an undetermined amount of time.
  
  They refuse to stand behind their product, which I was provided due to a failure on their part for the original lawn mower. They refuse to take accountability to the detriment of their customers.
  
  I simply want a good and correctly working mower, and now a replacement battery.

  

  Business Response

  Date: 08/26/2025

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

  

  Business Response

  Date: 09/03/2025

  We have sent a prepaid shipping label as well as a box to ship this to our service center.

  Customer Answer

  Date: 09/03/2025

  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. 
  
  
  
  While this is finally a step forward, this will not be considered resolved until I receive the repaired lawn mower back and have been able to try it. It will also depend on the length of time before I get it back.

  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:08/20/2025

  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.

  On July 14, I filed a complaint with ****** I repeated my complaint several times and, every time I receive reply that my complaint has been turned over to the safety department, and they will be in touch with you. We do not have a time frame for when they will contact you. It now is more than 4 weeks later and still nothing from ****** In the mean time I had to hire a landscaper to assist with my lawn.
  
  Message to ****** 
  Dear ***** Customer Support, I’m writing to report a serious safety incident involving our ***** 40V cordless weed wacker, purchased from **** ***** in Mohegan Lake, NY around May 2024. The tool caught fire during use on July 12, 2025], causing a burn injury to my wife, who was operating it at the time. We no longer have the receipt, but I’ve included the serial number: ** ************ After the incident, my son carefully removed the casing, revealing that the internal electric motor is burned. While the damage isn’t easily visible from the outside, the interior shows clear signs of fire-related destruction. I’ve taken photos showing the burned motor and the exterior of the tool. If you let me know where to send these pictures, I gladly will. Given that this malfunction led to a physical injury, we are extremely concerned about the safety of this product and would appreciate your guidance on how to proceed. Please advise on the next steps regarding a warranty claim, inspection, or other actions you recommend. Thank you for your urgent attention. We hope ***** will take this incident seriously and offer appropriate support.
  The model number is: **********.
  The Serial Number is: ** ************ 
  Manufacturing Number: *********

  

  Business Response

  Date: 08/25/2025

  Hi. This is now with our legal and safety team. They will continue to communicate and resolve on their end.