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:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sent the following email to **************************************** On Saturday 8/26/2023 I called to report the following:The brush master 457 CC made a loud noise and then stopped. Upon examination, I realized that my wife and I were very fortunate not to be impaled or to be injured by part of the cutting blade that broke off. It ruptured the drum that houses the blades. We eventually found the broken pieces of the blade, a washer and a nut and what could have been a bolt. This is very unusual as we use the shredder 3 or 4 times a year and have never had any problems with it in the past. Please let us know what we need to do to have it replaced or repaired. The item was purchased through *********** It was ordered on 9/30/2021 and delivered on 10/26/2021. The order number is WD82448944. You may reach me directly at ************.After back and forth with the company and assurance that an agent would be in touch, I received emails asking for photos and videos. I sent the requested only to be told, Please remember that ***** can range widely in hardness and their fibrous makeup. Some ***** are more difficult types of wood to chip (i.e. birch, hickory, mesquite, white oak, maple, and American beech). Your chipper shredder will have a tougher time with these *****. We suggest more frequent sharpening or replacement of blades per the Owner's Manual. Also, the chipper shredder is not designed for sea grape, wood saplings, fibrous wood, bamboo, coconut palm branches, or any other stringy fibrous plants to be put through the limb chute or funnel. I would not have purchased this product if the specifications were clear about sea grape. Sea grape are everywhere. The branches were small and could not have caused the blade to break and then destroy the drum. It is less than two years since the equipment was purchased. My last shredder was over 20 years old and was destroyed by a storm. Im not a novice and Im careful with my equipment.

• Initial Complaint

  Date:12/06/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 ZBEAST 48" 20HP FROM HOME DEPOT WEB SITE ON OCTOBER 3 2021. INSTANTLY RIGHT OUT OF BOX NOTICED IT WAS NOT STEERING CORRECTLY. ZBEAST WAS PARKED IN BUILDING ALL WINTER WITH NO USE. IN LATE APRIL 2022 I CONTACTED GXI TO GET HELP WITH STEERING ISSUE. IT IS NOW DECEMBER OF 2022 AND MY MOWER IS STILL BEING "SERVICED" IT STARTED CHIPPING ORANGE PAINT AFTER FIRST USE, ISSUE AFTER ISSUE AFTER ISSUE. THE GENTLEMAN WORKING ON THE MOWER NOW HAS TO START IT USING A SCREWDRIVER ON THE STARTER. IT HAS LESS THAN 200 HOURS USE (POOR USE) THIS COMPANY IS A FRAUD TO SAY THE LEAST. CUSTOMER SERVICE IS A ZERO AND I AM LEFT PAYING FOR A MOWER THAT IS USELESS. THE ABSOLUTE WORST DECISION I HAVE EVER MADE. WAS TOLD ON THE PHONE WITH THEM THEY DO NOT TAKE RETURNS. WAS TOLD BY HOME DEPOT THEY DONT TAKE RETURNS I HAVE TO DEAL WITH THE MANUFACTUREER. THEY WILL NOT TAKE MOWER BACK EVEN(IF I WANTED ANOTHER) AND WILL NOT ASSIST OTHER THAN ASKING ME TO CONTINUE TAKING IT TO A SHOP 30 PLUS MILES AWAY FROM MY HOME, TO A SHOP WHERE NO ONE HAS EVER WORKED ON THESE MOWERS. THEY SHOULD NOT BE IN BUSINESS AND AFTER READING HUNDREDS OF DISGRUNTLED REVIEWS ( I WENT BY WHAT I SAW ON THE HOME DEPOT WEB SITE, BTW ALL POSITIVE) WHEN I MADE THE CHOICE TO PURCHASE THIS MOWER. NOW I AM CONTACTING THE REPRESENTATIVES THROUGH THE EMAIL AND THEY ARE REFUSING TO EVEN RESPOND. THEY NEED TO BE SUED AND PUT OUT OF BUSINESS. I DONT WANT TO CONTINUE TO PAY FOR THIS THROUGH HOME DEPOT BUT I DONT WANT TO RUIN MY CREDIT IN THE PROCESS I HAVE LOST A TREMENDOUS AMOUNT OF BUSINESS BECAUSE OF THIS PIECE OF CRAP AND HAVE HAD TO BORROW MOWERS TO GET MY OWN YARD MOWED. PLEASE ASSIST.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 GXI Power "Turf Beast" lawn mower in April 2022 directly from the company. I used the mower a total of seven times when the self-propel drive failed and the right rear wheel flopped backwards. I found that you just cannot speak to anyone when you call GXI's phone number. After an email exchange, including sending the company pictures of the mower and the fault, they referred me to one of their service centers that was 1,200 miles away! After I raised objections, I was told their was a closer service center 30 miles away. I dropped the mower off at this service center in July 2022. After multiple attempts to get a status of the warranty repair from both GXi and the service center, I was notified via email 4 months later in October 2022 that the warranty was not going to be honored. The email said I must have run over something, I have been mowing lawns for 50 years and have run over many things but not in this case (and never had a self-propel drive fail). Moreover, GXi had not sent the service center the parts to fix the mower. The owner of the service center told me that GXi refused to send him the parts. So I picked up the mower and am now on my own to try to get this fixed.

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  We purchased a Brush Master Chipper/Shredder (CH 10) with 2-Way Feed, 03/31/2022, from **** ***** in ******, Il. When we received the chipper/shredder, it was partially assembled and we read and followed the manual regarding the proper assembly and use of the machine. Over a period of two days, we used the chipper for approximately 6 hours. We used the machine according to the instructions in the manual. We didn’t in any way misuse this machine. Due to no fault of our own, a piece of, factory installed, metal shook loose, entered into the “chipper” teeth, caused the machine to stop immediately and the chipper teeth and other internal parts were damaged. We have followed every request made by GXI, to disassemble the machine, explain what happened, send pictures, take it to a certified repair shop, at our own time and expense. We learned from the repair shop that GXI has denied responsibility for the problem. We’ve been told multiple times by GXI that we’ve, somehow caused the damage by misuse. As we’ve told them repeatedly, we did not misuse the machine, but have followed the instructions. We have repeatedly asked to be contacted by phone, however, our attempts to resolve this issue directly with GXI continue to fail. We just want our wood chipper to be repaired according to the warranty.

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Brush Beast 36 brush mower in OCT 2021. In Aug 2022, I had an issue with the muffler vibrating apart. GXI Outddor Power warranty states warranty repairs will be made with charge for parts and labor for the first year. I submitted a warranty claim for the muffler. After weeks of communicating with GXI Outdoor Power, they stated they would not honor their warranty. They did not have me bring it in to a shop for evaluation. They claim that the muffler was torn out but from images of the muffler there is clearly no bent metal to support their conclusion. I am adding my compliant to the list of complaints about this company. At this point, they only solution I am willing to except is a complete refund and return of the mower. From the numerous complaints I have found online on GXI Outdoor Power, I cannot fathom how this company has managed to cheat consumer for over a decade and still stay in business. I want nothing to do with company and don't want to own their products.

• Initial Complaint

  Date:09/29/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 ***** ****** chipper shredder CH8, online through **** ***** for $849.00. It would not start after about four hours use. I cleaned the carb and spark plug, changed the gas, still could not make it run. I contacted GXI for a warrantee repair at an authorized repair shop to which after much run around, they agreed to,( repair ticket no. *****). They created a brand new service center about 40 miles away instead of the one I wanted to go to. After waiting 2 hours for their "technician" to arrive, I agreed to the terms of service, ( I just wanted the thing fixed.) He said it would be fixed that weekend. Instead several days later, their contact person called to say the mechanic had quit the shop { now permanently closed} because he would not work for a company that treated its customers badly. He asked for a replacement engine and was refused. Now again GXI blames me and has done nothing . I have many small engines which I repair myself . I bought a new Troy Built Chipper shredder from **** ***** that runs quite well. I asked GXI for a new machine or a refund, no answer.