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Complaint Details
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Initial Complaint
04/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased an Echo 58v chainsaw from ********** on August 26th, 2019. In March of 2022 I attempted to charge the 58v 4ah battery and it wouldnt charge nor work. There are widespread and known issues with these batteries. The batteries are warrantied by Echo for 5 years. I contacted Echo support and was told to take the battery to ******************** in ****** for a replacement. I took the battery there. After 7 days and no contact from the store, I called them and learned that they would not submit the battery for replacement because the process was arduous. I then contacted Echo to help with the matter, Echo then informed me to take the Battery to another shop 20 miles away. I asked for them to honor their warranty over the phone since I had already followed their process. I was told they would transfer me to a supervisor. The supervisor did not answer and has not returned me call. Im seeking Echo to honor their warranty for this defective product.
Business response
04/14/2022
Sorry about the problem you encountered with your chainsaw. Please be advised that we will send you a new chainsaw, with battery and charger. The order will go out today the 14th or Monday of next week. Expect to see the new saw next week.Customer response
04/16/2022
Complaint: 17024482
I am rejecting this response because: I own both the chainsaw and weed eater. The 58v battery was used for both. Though youre proposing providing a new chainsaw, battery and charger, Im concerned that this will include the 56v battery which is not compatible with my weed eater model number: CDST-58VBT 58-Volt. Would you please include the weed eater as well?
Sincerely,
***********************Business response
04/25/2022
We have addressed the issue that the customer had a new battery, charger and chainsaw was shipped out per your request. There was no mention of issues regarding your trimmer. You will be getting a 58Volt battery,not a 56 volt.Customer response
04/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
04/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the entire suite of Echo 58v products from ************** in 2020. All of the equipment has been well maintained and in excellent condition. I have 6 batteries and 4 chargers. None of the 6 batteries will hold a charge, leaving all of my equipment inoperable. Neither ********** or Echo sell replacement batteries. Ive searched online and a single replacement battery costs upwards of $150. I was brought to my attention that there was a design flaw in these batteries and that the product line, exclusively sold at **********, has been discontinued. My investment in Echo 58v products is quite significant and this leaves me searching for options for 6 replacement batteries for my equipment thats in otherwise excellent condition.Business response
04/11/2022
We have contacted the customer and are assisting him with new batteries and a charger.Customer response
04/11/2022
Complaint: 17009241
I am rejecting this response because: I have not been contacted by the business with any sort of resolution.
Sincerely,
***************************Business response
04/14/2022
We contacted the customer on 4/12 that we were going to send replacement batteries and a charger. She agreed to our offer. We sent an email to her with our shipping tracking number. All should be taken care of now.Initial Complaint
04/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased the complete suite of Echo 58v products - lawnmower, blower, string trimmer, hedge trimmer. Of the six batteries 58v 4ah batteries that came with original tools all but one are defective (won't charge). One is new in box just opened today and defective. Tried reset options which failed. One battery has been used 6 times, another 3-4 times. All stored indoors. This is clearly a manufacturer defect, across the entire line from what I read on the internet. Clearly a defective product not fit for interstate commerce.Business response
04/05/2022
We will be contacting the customer to discuss this issue further.Initial Complaint
03/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased ECHO ES-250 *********** S/N P41814069667 brand new 6 Mar 2017 at ********** in ********* **., The unit came with a 5 year consumer warranty and was registered with ECHO as required, In May 2020 unit displayed some problems. It would start up and stay running but once trigger was pressed it stalled. Purchased the ECHO filter kit from **********, I changed all the filters, spark plugs and cleaned out the motor. Still would not stay running. We brought the unit into an ECHO dealer Jasper ** for warranty work. They said the issue was caused by improper installation of the filter (not covered under warranty). They repaired it and we picked it up and it was operating. They said it has been running for 20 minutes with no issue. Brought it home and it worked for a short period if time (less than an hour) and displayed the same issues. Put the unit up for the winter. Tried using again June 2021. Again changed the filters, spark plug and replaced gas with ECHO gas. Displayed same issues.With three months left on the warranty, brought unit into ECHO dealer in ********************* **. They determined there was no compression in the engine and the block had to be replaced. It was submitted for warranty repair and again it was denied. ECHO said the problems were caused by normal wear and tear which is not covered. The unit had a history of the same noted issues for two years. I think that after changing all filters, spark plugs and following maintenance procedures in the ECHO operators manual twice I think this unit is defective.We paid approx $200.00 for this unit. After two sets of ECHO filters and plugs $23.00 each, two visits to a ECHO repair facality $45.00 ea for a unit that is still under warranty, we still do not have a functioning blower/mulcher. This unit is defective and I want it repaired as per your 5 year consumer warranty.Business response
03/22/2022
We will contact the customer to try to resolve the issue. Look for a call in a few days.Initial Complaint
03/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Echo cordless trimmer 2 ******* ago. Less than a year went by and the 58V battery was just flashing red and I couldn't find a solution. I went to the hardware store where I purchased it and they were kind enough to replace the battery. Last Christmas I added an Echo cordless blower. I purchased it without a battery since I already had one. Went out to Mt garage and same thing, battery blinking red. So that's 2 batteries in 2 years and I barely use it. I'm not sure if it's the charger or there's batteries are just made terribly. I need this resolved.Business response
03/18/2022
We will be calling the customer shortly to work out a solution to his problem.Initial Complaint
11/18/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased an Echo leaf blower after being told by the ********** associate that it was comparable to a professional Stihl brand, but it barely blew any air upon first use. I tried multiple times asking for help from Echo and was told to drive to the nearest repair center. When the repair center advised that the motor was defective and not worth repairing, I was given specific instructions by Echo to recycle the motor if I could not return it to the store, as it was a great distance away. I was not offered a replacement, even though I offered to send the defect to their warehouse for inspection.Not feeling right about my monetary loss, I called Echo to see if they could sell me a new motor (a professional company would have sent me one to replace the defect) as I still had all the attachments and it would be a waste to recycle all the other working parts). Without using any common sense and without me asking for it, they sent me 96 bottles of fuel stabilizer, but no motor to put it in. They responded to the mistake as a "good will gesture" and insisted that I recycle the unused parts and oil they just sent for no reason. Because I recycled the motor as per their own instructions, they could not help me replace the unit any longer. They even refused to sell me a motor.My concern is where is the common sense and environmental responsibility for sending out 96 bottles oil without a machine to put it in? Why did the customer service manager refuse to sell me a motor or send one to replace the brand new one purchased days before? I do not like being stolen from. She did not care about the costs associated with me driving for 4 hours to repair/recycle a motor, or reimburse me for the initial purchase. How much is my time, stress, frustration and gas worth? As a professional, in a professional position, why did she not offer any solutions at all? Even after I told her that I will be asking BBB for help and creating many reviews of my experience, she did not care.Business response
11/18/2021
Will contact the customer in the next few days to try to resolve the issue.Customer response
11/19/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
11/07/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a 58V battery Echo Trimmer at *********** Approximately 1.5 years old. The battery will not charge and shows defective on the charger. I have tried to contact Echo many times now. Left numbers to call, was promised call back and no response or resolution. They are not returning phone calls or emails regarding this issue. From what I can see on the internet, the 58V battery has had many issues.Business response
11/08/2021
Will contact the customer in the next few days and will send a new 4 amp hour battery to the customer at no charge.
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Get a QuoteCustomer Complaints Summary
103 total complaints in the last 3 years.
35 complaints closed in the last 12 months.