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:02/05/2025

  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 ordered a ** BRUSH MOWER PRO 26 on 1/12/25. I was provided a tracking number and notification on 1/31/25 that the item had shipped. As of 2/5/25 there is no tracking information about the item nor an estimate of when it may be delivered. A call to DR Power Equipment customer service today (******) was even more frustrating. Per ******, the item "was put on a truck either 1/30 or 1/31...maybe 2/3" and is now "on the way from ********* to *******". ****** stated that there is no tracking information and that the carrier used by DR Power Equipment "who take things South" doesn't have tracking. So, a $3300+ item ordered 24 days ago is allegedly on a truck operated by a no-name person or company without any tracking info, on its way to a carrier in ******* where it will be loaded on to another truck for delivery to **************. Really? You use a carrier to ship items to another carrier yet you can't say when it shipped from your warehouse, when it will arrive at another carrier's location? You just cross your fingers and hope it gets where it is supposed to go? I find that hard to believe, but that is the picture painted by ******. ****** stated "if you don't see any update to the tracking number by 2/15 call back and there may be something I can do about it. Until then I can't do anything." This is a week from today. Completely unacceptable service. Just wait....you might eventually see some tracking info. Maybe. Or maybe not. So, $3300+ for an item that is supposedly on a truck somewhere in the 900+ miles between ********* and ******* - yet no one at DR Power Equipment can say where it is, when it shipped, when it will arrive at the carrier, nor when it will be delivered. I want the item as I need it for my property. What I also want it simply to know when it will be delivered. Is that too much to ask? Apparently it is.

  

  Business Response

  Date: 02/12/2025

  Dear Mr. ******************* apologies for the confusion on the phone with our customer service agent. It appears that we could have done a better job explaining the shipping status.

  We can definitely determine when something ships from our warehouse. We can also track our machines with our carriers, although it sometimes does take a day or two for them to be fully trackable it our carrier's systems.

  Your brush mower shipped out on 1/30/25 and was delivered to its destination on 2/6/25.

  Hopefully by now you have your brush mower. If there are any question or concerns, please do not hesitate to contact us.

  Again, my apologies with the confusion with the shipping and delivery of your machine.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 02/12/2025

  [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 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:12/10/2024

  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.

  Bought a new leaf vac on 9/21/24 and used 1st time 2 weeks later would not run on self-propelled and low oil sensor would shut off machine and bag would plug. Took to dealer, said they fixed it. Got home did not work again, same problem. Took back to dealer again and still have same problems. Talked to ** numerous times and then they finally said would buy back machine. Waited 12hr for someone to pick up machine, no show. Called again, 12hr wait no show. called again finally showed up. Picked up machine 11/12/24. Called them 11/18/24 and they just got machine back and will issue check right away, will have by 11/22/24. Called again 12/10/24 they said they just issued check to mailroom and will get check in 10-15days maybe longer.

  

  Business Response

  Date: 12/11/2024

  Dear Mr. ********,

  My apologies that you had troubles with your leaf vac and then the subsequent delays getting it picked up and returned to ***

  The good news is that your refund has been processed, and your refund check should be to you in 10 - 15 business days, hopefully sooner.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 12/11/2024

  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. 

  [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,

  *****, you had me sitting around for 3 12-hour windows (3 days) waiting for pickup with no call or email. Then you have machine on the 18th, and I talked to *****, and she said I would have check on 12/6 or12/7. Now you tell me you just process the check on 12/10 and will get in ***** days and you call that good? What if you sold your car and had to wait for 3 days for the buyer to show up and then had to wait 35 days to get paid, would you like that along with the machine not working? Just get me my check.

  

  Business Response

  Date: 12/17/2024

  Dear Mr. ***************** do understand your frustration. Your check should arrive this week.

  Sincerely,

  DR Power Manager

   

• Initial Complaint

  Date:12/09/2024

  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.

  ** purchased 2 replacement batteries for a *********** Snowblower on October 21, 2024. ** now says that the batteries cannot ship until 5.13.25. This means that the snowblower will be useless for the entire snow season. ** asked ** to find us at least one replacement battery from a dealer but they say that they are unable to do that.The delay in shipping is of great concern to us. ** had purchased a battery powered snowblower with the understanding that replacement batteries would be available from **. ** hope that they can change the priority for our shipment. These are the same batteries that run their battery powered lawn mower. They should be able to find at least one battery in their network of dealers. The purchase price is not trivial.

  

  Business Response

  Date: 12/17/2024

  Dear Mr. *************** am very sorry for the delay in shipping the batteries that you ordered. Unfortunately, we do not have any to ship you. I know how frustrating it must be, considering it is for your snow thrower and winter is here.

  A customer service representative will be contacting you shortly to give you the latest timeline for the shipping of the batteries. They will also come up with some alternatives solutions that will hopefully be agreeable to you.

  Sincerely,

  DR Power Manager

  Customer Answer

  Date: 12/17/2024

  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,

  Bud

   

   

• Initial Complaint

  Date:11/07/2024

  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.

  My *************** has been in and out of the shop at least 20 times. Even though ** has kept to the warranty, it is a complete lemon. It has been in the shop now for at least 2 months now. ** has stated that they do not have the parts to fix it. This has really become ridiculous. At this point I definitely want a new replacement or a complete refund. Not estimated cost. The first shop wont even work on it anymore because they stated it was such a lemon. The problems are not due to my misuse.

  

  Business Response

  Date: 11/18/2024

  Dear Mr. **************** apologies for the issues you have had with your tow behind brush mower.

  Unfortunately, because your machine is over 4 years old, we cannot exchange it.

  Your machine has just been repaired and the service center. This repair should take care of any belt issues that you may have had. We also replaced your engine last year so that should solve any of the engine issues you have had. From here on, the issues that you have experienced should subside. If they do not, please contact us and we will do our best to make it right.

  Sincerely,

  DR Power Manager

   

• Initial Complaint

  Date:11/05/2024

  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.

  A leaf vacuum purchased from DR Power equipment was subject to a voluntary safety recall. I contacted my local dealer several days prior to bringing in the leaf vacuum with the equipment information and a request was submitted to DR. ********************** to obtain the needed part for replacement. On October 9th the leaf vacuum was brought to the dealer. It is now almost a month later and the bolt has not yet shipped to the dealer for the repair so that I am unable to use the machine yet this year to pick up and mulch the thousands of pounds of leaves that have fallen on my property. For a known problem I think that a delay of this length in providing the part to the dealer is unacceptable. I did call DR ********************** and was told that there was no record of a part being requested. I called the dealer about 10 days ago and was told that they order the part from ** in a different way, they contacted the company and they were aware that the part was needed for the repair. Today I called the dealer and was told was told the part will ship sometime this week. If there is a further delay I will have to pay a landscaping company to gather the leaves, which has cost me $600 in past years for one visit.

  

  Business Response

  Date: 11/14/2024

  Dear Mr. ***************** apologies for the delay in getting your leaf and lawn vacuum repaired. Considering the time of year, I understand your frustration.

  A customer service representative will be contacting the service center to make sure the repair is moving as quickly as possible. We will contact you shortly with an update.

  Again, my apologies for the repair not being completed in a timely manner.

  Sincerely,

  DR Power Manager

• Initial Complaint

  Date:10/14/2024

  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.

  ** issued a recall on the Leaf &Lawn Vacuum back in May. I called ** for repair shops. The first one I called refused to fix it because I didnt purchase it from them. Second one I called said they can do it. They would have to order the part and call me when the part came in about 2 weeks. A month or more went by when they finally called me only to say the part was in but I couldnt take it to them. They said they are in a residential area and couldnt have machines on their property. There would be a $90 charge to come to me. I called ** and told them about both situations. The response was We cant tell them how to run their business and we cant cover the $90 charge. Finally I called a third shop 9/5. They said they would have to order the part and call me. I called them 9/25. They said they are waiting on ** to send the part. Now its October still havent heard anything. All these repair shops are at 50 miles or more away and the machine has be loaded on a truck. 5 months later my machine hasnt been fixed. ** only tells you what they think you want to hear but does nothing.

  

  Business Response

  Date: 10/24/2024

  Dear Mr. ************************ you for letting us know about the issues you are having locating an authorized service center to perform the recall repair on your leaf and lawn vacuum. My apologies for the difficulties.

  I am glad to hear that shortly after you let us know about the issues with getting the repair completed, we were able to find an authorized service center to perform the repair. We checked with the service center and confirmed that the leaf and lawn vac has been repaired and has been returned to you.

  If this is not the case, or you have any other issues, please do not hesitate to contact us.

  Sincerely,

  DR Power Manager

   

  Customer Answer

  Date: 10/24/2024

  [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 #********.
  
  ***** ***********

• 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