ComplaintsforDR Power Equipment

• Initial Complaint

  05/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 9, I placed an order for a trimmer mower and with a "Ships in 1 to 3 Business days" status. I heard nothing from the company about this order until 9:09 am on May 17, 2024 informing me that there was a new anticipated shipping date of 5/21/2024. In the meantime there was another offer on the purchased item with additional accessories plus a $50 discount. I called the company on 5/17/2024 (upon receiving e-mail) and requested that I would like to add the offered accessories and I would pay the differential in cost. At this point, i was told that they could not do so, as *** ticket was created for the original item. I then requested that an additional order be created with the 3 accessories (and $50 discount) since I had waiting on shipping for the original item for more than 1 week and then informed that the shipping wasn't going to be until 4 days from now. I was again told no. I did this with 2 separate calls, with the first result being left on the line for 10+ minutes and then disconnected. The second bluntly told me no. I then requested to speak to a more senior-level employee on both occasions, but was told NO, i could not.This is bad business practice and extremely poor customer service.

  

  Business response

  05/24/2024

  Dear Mr. *********,

  My apologies for the delay in the shipping of your DR ********************** trimmer and then the subsequent confusion with the additional accessories and the $50 discount. 

  We do have a 30-day price match guarantee. If the price for your product changes within 30 days of your purchase, you get the lower price.

  I will have a customer service representative contact you and review your situation. 

  Sincerely,

  DR ********************** Manager

  Customer response

  05/25/2024

  [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 appear to satisfy my issues and/or concerns in reference to complaint #********. I look forward to having the customer service representative contact me as soon as possible so that I can purchase the additional accessories with the $50 discount as is stated in your response. Thanks you for your time and attention to this, and I will await the contact. 
  
  Regards,
  
  *****************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We (my husband and I) purchased a new tow-behind field and brush mower from Dr Power equipment online in April 7, 2024. The equipment does not work. It has started a few times but cuts out when the blade is engaged. The remote to start the mower is so cheap, it's made of plastic and barely holds together. I've tried the trouble shooting guide which does not help. I've called customer service numereous times and they connect me to the warranty **** who just leaves me on hold. I have asked customer service for a return/refund but they say I have to talk with the warranty ****. I feel ripped-off

  

  Business response

  05/14/2024

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

  My apologies for the issues you are having with your new tow-behind brush mower. I know how frustrating it must be.

  One of our technicians have been trying to contact you since yesterday, but they have not had any luck talking to you. I will have them email you and hopefully you can email back with a good time to call you.

  I am confident that we can get you up and going shortly. 

  Sincerely,

  DR Power Manager

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a April ******* sale catalog from the company. On page 27 item letter is D which is a XL vacuum hose that is sale priced at ******. When I tried to purchase it the salesperson said they had to talk to a supervisor about the price, they came back and said the ****** price was a misprint and the cost would be about ****** which they would discount 50 dollars. I feel they are not honoring the price that was advertised.

  

  Business response

  04/16/2024

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

  My apologies concerning the type-o in our catalog selling the vac hose for $109.99. The price should have been printed at $389.99. 

  We will contact you shortly to resolve this issue.

  Sincerely,

  ***** - DR ********************** Manager

  Customer response

  04/17/2024

  [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. I feel DRpower handled my issue very well and quickly. I feel very comfortable doing business with them in the future. 
  
  Regards,
  
  *********************

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Pro Crt roto tiller from dr *********************** Everything was fine until about a month ago when I noticed flat tires on the new tiller, aired them up, they would not stay inflated. The tire shop said the tires have defects causing deflation. I just called dr ********************** and asked them to replace the defected tires. "******" in the ****************** refused, said it was my fault, no replacement. ****** said my warranty on the tires expired a couple of days ago. I am very disappointed, I have had tillers and other equipment for years and light duty equipment tires last longer than 1 or 2 years. DR has had other complaints re: their defected tires and rims. The tiller cost a lot of money, my garden remains untilled, the tiller is in the storage shed with flat tires abd dr ********************** refuses to accept responsibility for their tire defects. Please help

  

  Business response

  04/03/2024

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

  Sorry to hear about the issues with your rototiller tires.

  Thank you for letting me know about your situation. I will have a supervisor contact you so we can work out a resolution. I am sure we can come to a mutually agreeable solution.

  Sincerely,

  ***** - DR ********************** Manager

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This relates to a DR ********************** Chipper Shredder product, Pro XL 501. Purchase price circa $3500.In early October 2023 DR Power Equipment issued a safety recall letter for the product, advising owners to stop use immediately. They offered a full refund of the original purchase price or to have the product repaired by an authorized repair center. For the repair option they promised to also collect the product and return it once repaired. For the repair option, they advised that the required parts were anticipated to be available to dealers by the end of October 2023. For the refund option they required proof of disabling the machine by cutting off the spark plug cable and sending it to them. They did not offer to collect the disabled machine, leaving that burden with the owner. I elected the repair option. In mid November 2023, I contacted them for an update. They replied with a further delay apology with new dates of 2 to 4 weeks for the parts (Early to mid December).In mid-January 2024 I requested a further update and received no reply. I followed up with a call to ***************** The outcome of that call was a new availability date of early March 2024. In that call I requested to explore other solutions such as a replacement machine, or to even cover the modest cost of a short term rental of an equivalent machine. ($250). They said no to both.I reached out today for an update on the early March promise and received an apology with the qualifier "We are not expecting the shops to get these parts until early April." I have not found a way to escalate a complaint within the company's customer service approach or any way to elevate the complaint to the Parent Coprporation (Generac ********************** Systems)

  

  Business response

  03/14/2024

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

  My apologies for the delay in getting your chipper shredder repaired. We realize how frustrating this must be.

  We will be contacting you in the next few days to set up your machines repair with a local shop.

  Thank you for your patience as we work thru this situation, and again, we are sorry for the inconvenience this has been to you.

  Sincerely,

  ***** - DR ********************** Manager

   

  Customer response

  03/22/2024

  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,

  *****

   

   

  

  Business response

  03/26/2024

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

  My apologies for the lack of complete follow-up. A technical representative will be contacting you shortly.

  Sincerely,

  ***** - DR ********************** Manager

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a DR ******* back in March of 2023 and it was shipped to me on 3/16/23. I have used it one time before the recall notice came out in late September of 2023. I contacted DR in October 2023 asking that my brand new machine be fixed according to the recall notice. DR said that the kits would be ready around Oct 31. I never heard anything back so I contacted them in Dec 2023 to inquire about the kit and when it's going to get fixed. I was told the kits were shipping out soon and they scheduled a fix with a local dealer.January comes and I call the local place about when this may happen and they don't know any information. I contact DR and they tell me the kits are shipping soon.Mid February comes and I contact the local company again who says they have heard nothing about the parts. I call DR on Feb 22 and they say that the kits are shipping on Feb 26.Today (March 11) I call the local dealer again who says they've heard absolutely nothing. They call DR who says the kit ship times have been pushed back and will not give a date as to when they will ship. The dealer asks for that information in writing to which DR has so far failed to provide.At this point I have paid $1,069.07 for a piece of equipment that is brand new and I cannot use and they are so far refusing to fix. DR ********************** does not stand behind their equipment and so far it appears that they have no intention of providing the kit to fix the machine which means the only option left is litigation. I very much want to avoid this option if possible and either get a full refund for the purchase price of $1,069.07 as well as additional compensation for the time and effort I have had to put in chasing them around and buying mulch that was supposed to be what I would have gotten from this machine had it not been a major acknowledged safety hazard that they won't fix or a replacement machine that actually works.

  

  Business response

  03/14/2024

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

  My apologies for the delay in getting your chipper shredder repaired. 

  We will be contacting you shortly with an update on the repair of your shipper shredder. The repair kit that your machines needs should be arriving to the shop within the week.

  Thank you for your patience as we work thru this situation, and again, we are sorry for the inconvenience. We know it must be frustrating.

  Sincerely,

  ***** - DR ********************** Manager

• Initial Complaint

  03/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Looking to buy a $2,000 on sale now $1,999,99 pull behind leaf, vacuum it's sold as a complete unit till you look deep into it It's not a complete unit ready to work(go) !!You need to buy a $125.00 adaptor for any and all mowers And you have to cut it yourself too 1 1/2 to two hrs just to use the leaf Vac it's a scam or internet fraud! I'm 76 yrs old I never would have thought someone could sell a non complete unit for $2,000 with missing essential parts? SCAM Just a Big SCAM Makes all of VT Look Bad too

  

  Business response

  03/14/2024

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

  We apologize for your frustration with us not including a deck adapter with the purchase of the leaf and lawn vac.

  We do not include the deck adapter with the unit because many times customers already have a deck adapter for their lawn mower from another leaf collection system that they have had in the past.

  Also, you are correct that it does take up to 2 hours to cut it to fit your deck. If this is more than you want to tackle, many times the manufacturer of your lawn mower has a custom cut boot made to fit your deck.

  I will have one of our sales representatives contact you discuss your options further.

  Again, my apologies for your frustration concerning the deck adapter.

  Sincerely,

  ***** - DR ********************** Manager

  Customer response

  03/14/2024

  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

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DR ********************** issued a recall (September 2023) for the chipper-shredder I purchased from them. After waiting 3 months for the parts to be available, they set up a time for a local repair company to pick up my machine for the recall (December 2023). The recall has not been complete, as DR keeps telling me that parts are being shipped (about every 3 weeks) but they never arrive. They keep changing the parts availability time frame. I paid good money for this machine and DR is giving me a run-around on the recall repair. The person I have been getting ripped off by is ********************* - Technical Support, Country Home Products, Inc. ***************************** |****************, ** **************************************** I need this machine fixed and returned WITHOUT FURTHER DELAYS. I also want DR/Generac to quit lying to its customers.

  

  Business response

  02/26/2024

  Dear ******************, 

  My apologies for the delays in getting your chipper shredder repaired.

  The repair kit will be shipping to the repair center by the end of the week. The repair will then take place shortly after that. They will then contact you when the chipper shredder is ready to be dropped back off to you.

  Again, my apologies for the amount of time this is taking to get resolved. We appreciate your patience.

  Sincerely,

  ***** - DR ********************** Manager

  Customer response

  02/26/2024

  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. 

  DR keeps dragging our the ship date of parts,  and leads the customer astray with false information.  The tracking number i was previously provided indicates that the part has already been delivered,  unless that tracking number is also fake.

   

  i demand that DR make this right.  
  
  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

  03/04/2024

  Dear ******************, 

  My apologies for the delays in getting your chipper shredder repaired.

  We will contact you and review your options with you.

  Again, my apologies for the amount of time this is taking to get resolved. We appreciate your patience.

  Sincerely,

  ***** - DR ********************** Manager

  Customer response

  03/07/2024

  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. 

  Apologies do not correct the issue. There were no issues in getting paid when I bought the machine,  right? Why doed the customer have to take the brunt of a company's inability to do their job and provide a quality product? Your ONLY portion is too repair my machine in a timely manner, which you are not doing.  I'm tired of lies, unnecessary delays,  and DR's *********************************** 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

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a XL501 Chipper/Shredder directly from DR Power Equipment in July, 2023. This is a $3200 piece of equipment, made in the US. Shortly after receiving the machine I received a recall notice in the mail. There is no date on the recall letter but info on the internet suggests it was 21 Sept. (**********************************************************************************************************************************************************************).DR gave owners two options. Destroy the machine and get a full refund, or have the machine repaired at no cost to the owner. I called DR immediately and signed up for the repair option. They said it would be 2-4 weeks until the repair kits would be ready to send out to repair shops. In the meantime, you cannot use the machine because it is too dangerous. Since September, I have checked back regularly with DR on the status of the repair and I always get the same answer that the repair kits wont be available for at least 2 4 weeks. That was the story in October, November, and December. Earlier this month I called DR for an update and the rep said that my model, the XL501, was the last model to be fixed and that DR would be receiving the repair kits on 19 January. On the 23rd I hadnt heard anything so I sent them an email asking if they could confirm that they had the parts and they were scheduling repairs. The reply back said we regret to inform you that parts will not be available until March. Im at the end of my rope here. I could take the refund and buy a new DR ******* (now XL520), but they are backordered and I was told it would be a long wait to get one. I didn't want to destroy the one I have because it seems so wasteful. I bought this because I have a lot of work to do and now Im stuck.As repair doesn't seem likely, I would like a replacement from DR and I would think that DR should prioritize those owners who cannot use their current machines - not be put at the back of the queue for a replacement.

  

  Business response

  02/01/2024

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

  We apologize for the delay in repairing your chipper shredder. We have been working on making the repair kits available as soon as possible. Unfortunately, it now looks like the kits will not ship till the first week of March.

  I will have a customer service agent contact you and review with you the process for acquiring an exchange.

  Again, my apologies for the inconvenience this whole situation has caused you. We will get this resolved as soon as possible. 

  Sincerely,

  *****- DR ********************** Manager

   

  Customer response

  02/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not resolve my issues in reference to complaint # ********.

  I did receive an email from DR on 02 Feb explaining that the repair parts would be available in early March.  That is the first unprompted communication that I have received from DR since the recall in Oct 2023.  At least this is a step in the right direction.

  But, I've been here before.  They told me it would be October, then November, then December, then January, now March.  There is no reason to believe what they are saying.  They offer no information supporting the repair dates, or why their schedule continually slips.  In early January a rep told me that repair kits would be at DR on 19 Jan.  What could have happened there?  No explanation.

  On the replacement front. I receive catalogs and emails promoting equipment sales every week.  They all seem to indicate that I can buy a XL520 (the model that replaces the XL501).  But when you ask if they could simply replace my chipper they tell me about this massive backorder and you can't actually get one in a timely  manner.

  Finally, whenever I contact them about this issue they will first say that I can get a refund.  I don't want a refund.  They offered to fix the machine and that is what I want.  I am thinking now that this delay might be a tactic to get those owners who chose to get their machines repaired, to opt instead for a refund.  That's the cynical part of me but I can't imagine that it would take this long to repair a new machine.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  02/12/2024

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

  My apologies for the delay in shipping *********** kit.

  The reason for the delay is that we are waiting for a component of the kit to arrive from our vendor. 

  Our current expected ship date for the repair kits is 2/26. 

  We appreciate your patience as we continue to do our best to get the kits shipped to our customers.

  Sincerely,

  *****- DR ********************** Manager

  Customer response

  02/15/2024

  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 just want to keep this case open until ******** thru with their promise to fix the machine.  The say now that repair parts will be shipped by the end of February.  I will be checking in with DR the first week of March to ensure the repair schedule is as promised.  
  
  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

  03/04/2024

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

  My apologies for the delay in shipping *********** kit.

  I want to give you latest estimate of the repair kits ship date. Our current expected ship date for the repair kits is the first week of April.

  We appreciate your patience as we continue to do our best to get the kits shipped to our customers.

  Sincerely,

  *****- DR ********************** Manager

  Customer response

  03/05/2024

  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. 

  Throughout this complaint process (and before), the company has really done nothing at all except to provide some future, ever changing date at which things will be remedied.  I have received specific dates - January 19th, the last week of February, and now the first week of April.  During a phone call in December a rep told me that all machines had been repaired except for my particular model number.  Lucky me.  I called after receiving the latest delay and asked the rep a question: "have you, in fact, repaired any machines at this time?"  He only said that he thought so.  I strongly doubt if they are being honest about this.  I also mentioned that my brush was piling up and that I really needed to take care of this.  I asked whether DR would pay for a one-time chipper rental and was told they would not.

  I would strongly appreciate some concrete truth from DR about what is going on, instead of the "check is in the mail" sort of communications that are not sincere nor accurate.  Why is this taking over half a year to get some parts to fix a machine?  What's the bottleneck here?  Be honest.  And, keep us customers informed with accurate information.  It isn't too much to ask.
  
  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

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is DR ********************** has issued a recall, but will not fix or repair my machine. My understanding is that when a recall is issued, the company must replace the dangerous or defective product for any consumer who returns it, OR, must take some comparable form of compensation.DR ********************** has extended an offer of $900, however that is not a comparable form of compensation.I have a gently used 44" 20HP ****************** Brush Cutter that was purchased on 7/17/2017 on sale for the amount of $3,000. Today this machine goes for $4,299.99 and is currently on sale for $3,999.99. My $900 offer can purchase *****% of a new machine - Seems Predatory to me I am not looking to take advantage of DR **********************, but I am looking to bring me whole and $900 does not do that

  

  Business response

  01/11/2024

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

  Thank you for taking the time to talk with me yesterday. I believe we came to a resolution. You just wanted a little time to think it over and then you were going to contact me back. I look forward to hearing from you. 

  I sent you the email you requested with the specifics of the resolution.

  Sincerely,

  ***** - DR ********************** Manager

*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. ↩