ComplaintsforDR Power Equipment

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Warranty work not being covered by DR *********************** In May of 2023, I purchased a ***************** Premier directly from DR, paying over $500. From the very first use, the trimmer sputtered and struggled to run. I contacted support in 2023, at the time and they told me "it was probably bad gas". I drained the gas, it did not fix the problem. I contacted them again and they just stated "to give it time to break in". I used the trimmer about 2 to 3 more times in 2023, it always struggled to run. This year, after changing the fluids for the first year, it did the same. This time I contacted DR support and asked that they look at it. They sent me to warranty support (******) on 5/23/2024. ****** finished the work and charged me $126.72, which I paid, and told me to contact DR for reimbursement. When i contacted DR, they said it would qualify for reimbursement, and asked me to send the receipt. Then they called back to say it was not covered. The root problem as explained to me, was that the "rubber boot" of the spark plug was defective. This defect caused the mower to not spark correctly. Which in turn flooded the motor, causing it to not run smoothly. This is NOT a fuel issue. This is NOT a carburetor issue. This is a company refusing to stand by their warranty. I am incredibly frustrated by the customer service of DR, i feel misled and lied to in an attempt to make me go away.

  

  Business response

  05/31/2024

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

  My apologies for the issue with your trimmer. I am glad to hear the issue has been resolved.

  We took another look into your situation and agreed that we should cover your bill from the service center.

  Thank you for bringing your situation to my attention.

  Sincerely,

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

  Customer response

  05/31/2024

  [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

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a DR *** behind lawn vacuum, DR issued a recall to replace a bolt that holds the impeller in place, they require a dealer to perform the job, the machine is not driveable it needs to be loaded on a trailer, DR refuses to cover the cost of transportation, the nearest dealer is well over 30 miles away, DR has offered no other option.

  

  Business response

  05/31/2024

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

  Thank you for letting us know about your concerns related to the recall on your DR **** and Lawn Vac.

  We will contact you shortly and do our best to elevate the concerns that you have.

  We apologize for any inconvenience this CPSC recall has cause. 

  Sincerely,

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

   

   

• 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

*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. ↩