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:09/19/2024

  Type:Delivery 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.

  Ordered trimmer bundle on August 1st. Still have not received the charger so the trimmer, costing over $700 is useless. Numerous delays. Promises of shipping, then it is not shipped. So far I have been charged over $900 for a product I can not use.

  

  Business Response

  Date: 09/25/2024

  Dear Ms. *************** apologies in the delayed shipping of your battery charger. We unfortunately had some unforeseen inventory issues.

  Fortunately, your battery charger has shipped out and should be to you in a few days.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  I still have not received the charger. When I called Monday to ask about it and complain, the customer service representative hung up on me. That pretty much sums up this whole experience. 
  Regards,

  *****

   

   

  

  Business Response

  Date: 10/02/2024

  Dear Ms. *************** apologies for the poor customer service. We will look into it immediately.

  I will have a customer service representative reach out to you to review the shipping status of your order.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 10/02/2024

  I received the battery charger last week. Two months after ordering it.
  I expect an apology directly from the company for the rude behavior of the customer service representative, who was flippant and sarcastic on the phone and hung up on me.  This because of the fact I was not pleased that I had still not received the charger.
  

   

  this after I Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:09/11/2024

  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 11/11/2020 I purchased a two behind leaf vacuum from DR Power Equipment including an extended warranty. In December of 2023 I discovered the gas electric start engine was leaking oil. I Immediately contacted ** and told them of the problem. At that time leaves were falling and so we agreed that after the needed use that I would take it to a service center for ** in my area for repairs. Additionally after the previous request for service I received a recall notice for my machine. In June of 2024 I contacted ** and gave them the name of a local ************** and where the recall parts could be sent. After repeated attempts to contact the Local ************** and ** I have been informed by the 3 other service centers in my area that either they did not work on leaf vacuum or it would take at least 3 or 4 months to get the repairs accomplished. I have called and talked to ** ******** support concerning this problem but have not received the promised phone call to resolved this problem.

  

  Business Response

  Date: 09/11/2024

  Dear Mr. *************** apologies concerning the oil leak with your engine and for having difficulty setting up a shop for the recall repair on your leaf and lawn vac. I can see how that would be frustrating.

  In the next few days, a customer service agent will be contacting you to get both of these issues squared away.

  Thank you letting us know about the issues you are having.

  Sincerely,

  DR Power Manager

• Initial Complaint

  Date:09/10/2024

  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.

  Purchased a Brush mower from *R ********************** 6/27/2024 Received 08/05/24 Used mower for about 3 hours first ******** mower out 2nd time and blades stopped spinning after about 10 minutes.Investigated and found tension spring ************** CS and they immediately sent replacement spring.While putting replacement spring in, I had questions and saw that 2 plates were not bolted down together and a piece of metal was between these plates. Emailed *R ********************** with tons of pictures and details.Their response:"Thank you for contacting *R ********************** Tech Support and parts. We're concerned about this. For the spring - yes you can open the end loop up a little to allow it to fit to the tab. But it appears either the spindle or deck might be bent. I'm not sure what appears to be in the center above the spindle - this might be why it seems bent. Can you brush off some of the clippings and send more pictures for a little farther back. It would be nice to see more of this in a picture. We want to make this right for you and could have a local shop also check this out."I sent 3 emails with further pictures and I said "I was able to loosen the 4 bolts enough to price this piece of metal out.I don't think it is a piece broken off of something because it was sinched down in there by those bolts."Their response:"I would think we need to get this to a shop. The spindle looks bent and the * shaped piece is the key that connects the spindle shaft to the pulley on top. I think a rock or something solid was hit that caused the damage. I will check with my supervisor to know how to proceed and if this would be a warranty item. I should know by tomorrow. I will get back to you with more information. I* ********. "This was unbelievable as hitting something with the mower blades would have had to cause 2 plates of steel to separate, allow a 3/8" * key in, and then all tighten back down without breaking any bolts.I have more back and forth. Found * key was not missing. 0 characters. See pdf.

  

  Business Response

  Date: 09/11/2024

  Dear Mr. ***************** apologies for the issues you are having with your new *********************** will have one of our lead technicians call you and get this situation resolved as soon as possible.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I am only able to accept and close the case or reject to be able to say anything.

  I accept a technician calling me about the issue, however I receive dozens of spam calls a day so I will need the phone number they will call from or they will need to leave a voicemail for me to call them back.

  What led me to opening this case was 2 supervisors agreeing that I somehow did this and then I got 0 response after putting more time into investigating the problem and sending pictures showing their claim was not true.

  A call from a technician is not going to resolve this. I now have no reason to believe these swing away blades will protect the rest of the mower (as it was claimed all this damage occurred) and I have no reason to believe any future warranty issues will be taken care of without hours of my time and jumping through hoops like getting the BBB involved. ]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  

  Business Response

  Date: 09/25/2024

  Dear Mr. **************** believe the day after you rejected our solution, a supervisor was able to communicate with you. I believe he was able to determine what was wrong and then send you the parts to get your machine up and running.

  If you have any other issues, be sure to contact the supervisor that you are currently working with. He will be more than happy to help you.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 09/25/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:08/29/2024

  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 ordered a pull behind tiller in May, they said it would be delivered in a couple weeks. I was charged the full amount of the item. At the end of August, I still had not received the tiller. I called August 29th to cancel the order. They said they could only issue a partial refund and that it would take about 3 weeks for me to even get the refund. ****** with customer service was extremely rude and unapologetic and refused to let me speak with anyone else about the issue. I would like a full refund for the item that I ordered several months ago and never received.

  

  Business Response

  Date: 09/05/2024

  Dear ****************,

  My apologies for the extreme delay in shipping your tiller. There were unfortunately unforeseen circumstances that lead to availability issues for that machine.

  A customer service representative will be contacting you soon to discuss the situation with you. I am sure we can come to an agreeable resolution.

  Again, my apologies for not being able to ship the tiller you ordered in a timely manner.

  Sincerely,

  DR Power Manager

   

• Initial Complaint

  Date:08/15/2024

  Type:Delivery 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.

  ORDER PLACED ON ****** SEE EXPLANATION OF SETTLEMENT FOR COMPLETE HISTORY AND DETAILS

  

  Business Response

  Date: 08/21/2024

  Dear **********************,

  My apologies that your rototiller did not ship out when we originally said it would.

  The tiller shipped from our warehouse on August 19th via freight. I will have our customer service team contact you and the shipper and mitigate any issues that may occur because you are traveling.

  Sincerely,

  DR Power Manager

   

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:08/12/2024

  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.

  On July 3rd 2024 I purchased a *********************** Pro for $582.99 as part of a sale they had at that time. When making the purchase, the website stated the item was IN STOCK and would ship within 4-5 business days. My debit card then had a pending charge and I received an order number via email. Days later I still had not received any tracking or any other information about the product. I called the automated line and it said it would be shipping that week. A few days later, still no tracking and I noticed that the pending charge had dropped off. I called the automated line and it said the item wasn't going to ship until August 13th. After speaking with a customer service *** they stated the item was on backorder but guaranteed the item would ship on August 13th even tho the item was IN STOCK at the time of the purchase. This past week I incurred my third pending charge from which dropped off over the weekend. Contacted them today and it's still on backorder and they can't give me a set shipping date. It's been well over a month, my card has now been authorized a total of 3 times and the product has yet to ship with no guaranteed shipping date. **************** has not been helpful. The fact that it was listed IN STOCK the day I purchased it and multiple days after is very misleading.

  

  Business Response

  Date: 08/21/2024

  Dear ********************,

  My apologies for your trimmer not shipping out when it originally stated it would.

  The good news is that it did ship out on August 14th, and it looks like it was delivered to you on August 16th.

  If you have any questions or concerns with your new trimmer, please do not hesitate to contact us. We are here to help.

  Again, we are sorry we were not able to ship your trimmer when we originally stated.

  Sincerely,

  DR Power Manager

   

• Initial Complaint

  Date:07/28/2024

  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.

  My 80-year old mother bought a gas DR brush mower in the late 80s and it stopped running two years ago. She loved it and we have purchased other smaller pieces of equipment since then. At the beginning of this summer, she ordered a battery operated DR brush mower for us to use at her farm. However, after two weeks of reading and re-reading the manual-believing I just didnt understand the charger I realized it was not assembled properly and called the office in *******. I was transferred three times and finally a gentleman who told me he was in charge of assembly workers said they would send me a rush order with a new charger. The original one was missing a cord that should plug into a wall outlet and also there were wires hanging out of the second cord attached to the charger. They should have been attached to a smaller piece that plugged directly into the battery itself. I am not an electrician and cannot figure the wires out myself nor should I need to. I was assured it would arrive in two days but it never did and it has been weeks of waiting. I have spoken to two more people from the company who both assured me they would get back with me but never did. One said she could see the order on her computer but I still have not received the new charger. I have also submitted two written concerns directly to the company and have received no response. At this point I would like someone to just pick up the equipment from my mothers barn as it is a $4700 piece of equipment just sitting there unused. We could also be satisfied with a new charger that is assembled properly but I have given up on that. We are extremely disappointed in DR as we have loved their equipment for many, many years. I am requesting an e-mail response so I have it in writing. Thank you for your help with this very disappointing issue.

  

  Business Response

  Date: 08/02/2024

  Dear ******************,

  My apologies in the delay getting you out a new complete charger.

  We have acquired a charger and confirmed that it was complete and working correctly. The charger will be shipping out to you via *** today. 

  If you have any other issues, please do not hesitate to contact us.

  Thank you for your patience as we worked to acquire a replacement charger.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 08/02/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********* And ***************************

• Initial Complaint

  Date:07/19/2024

  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.

  I have a ***** grinder that I need new $40 grinding teeth for. Reached out to support, and apparently they are discontinued and now I need to buy a $650 head which will have new teeth. This is beyond ridiculous, why not simply sell the original parts. I can tell you why, more money. This is absolutely terrible for a customer and will lost a customer and everyone I know if this doesn't get resolved in a decent manner.

  Customer Answer

  Date: 07/30/2024

  I have not heard from the business in response to my complaint. I continue to chat with their customer service, but no management has reached out offering a viable and respectable offer to resolve. The poor customer service continues, as well as the lack of professionalism to resolve this issue that they created. 

  

  Business Response

  Date: 08/02/2024

  Dear ******************,

  Thank you for contacting us about your frustration with the price of the complete cutter head for your older ***** grinder.

  We will be contacting you shortly to discuss the situation. I am sure we can come to an agreeable resolution.

  Sincerely,

  DR Power Manager

   

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  Still waiting to hear back from the manager from the previous email.......

  
  Regards,

  ****

   

   

  

  Business Response

  Date: 08/21/2024

  Dear ******************,

  My apologies, but we have not been able to reach you. We have been trying to call you, but we have just been getting a busy signal. We will double check the phone number we are using and try again.

  Sincerely,

  DR Power Manager

• Initial Complaint

  Date:06/17/2024

  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 ******************* on 07/19/2023 and it came with shipping damage. We were forced to pay our own money to bring to a repair shop for a DR representative to fix the shipping damage. Its been over 11 months since this incident and I have had assurance along the way that the problem would be fixed by the next growing season. This did not happen, and I asked for a return on the product, which was granted, however, they are stating they will not refund me until the machine arrives back at the warehouse. Trouble is, I am not in ownership of the unit, it is with a DR representative and they have not confirmed any shipping date with me. They say it is not their responsibility if the DR representative shop does not send the mower back. I've totaled over 2 -3 hours of conversation from my work day to try and get an amicable solution. I want a refund ASAP, for a farmer, $2,051.99 is a lot of money. I can not use more of my time to constantly check up on the status of a refund, especially when the supply chain is within their network!!

  

  Business Response

  Date: 06/21/2024

  Dear ****************,

  Thank you for letting me know about the issues you are having getting your machine returned to **. My apologies that your refund is taking longer than expected.

  We will credit your credit card back as soon as possible. You should see your money back to your account in 3 - 7 business days.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 06/21/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/03/2024

  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.

  I purchased a walk behind **** hog from a registered dealer of Dr ********************** on April 3, 2024 in **********, **. The engine blew within 45 minutes of cutting brush (all sizes of brush did not exceed the manufacturers recommendations). No problem, they have a 5 year warranty and Ive logged less than an hour on the machine. Wrong. Big problem. The brush cutter has sat at the dealer from April 4th to now (June 3rd) with one very frustrating contact with DR. ***** only suggestion was that we could replace the engine for $1,800, because the engine manufacturer would deny the claim due to Lack of lubrication. This is completely unethical. I tried to call back but had hold times of 50 minutes, 40 minutes, 35 minutes, etc before the call was disconnected. I have tried to get in contact with DR countless times for updates and I cannot reach anyone. The only conclusion that I can reach is that ************* faulty equipment that breaks immediately and does not stand behind their warranties. This company is a fraud and I dont recommend spending your hard earned money with them. The only proper solution is a replacement of the equipment and a reimbursement for my time trying to settle this issue.

  

  Business Response

  Date: 06/12/2024

  Dear **************************,

  Sorry to hear that you are having issues with your new field and brush mower engine.

  We will be contacting you shortly to review the situation with you. I am sure we can come to mutually agreeable resolution that will allow you to get back to mowing soon.

  Sincerely,

  DR Power Manager