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:02/03/2025

  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 a carburetor kit on 12/12/24. Never received it. I called the company 3 different times asking where it was. Nobody seems to know. I get the same response each time. They take my phone number each time and promise to call back. They never do. Their website does not allow you you to contact them. Only by phone. I think this is a phony company!!

  Business Response

  Date: 02/04/2025

  I have reviewed the order and found there was a shipping issue with the vendor, *****. Contact has been made with the customer and we will reship the kit or issue refund upon his response. 

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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 part online on 10/4/24 when I finally received the part on 10/22/24 I notified the company via email of the wrong part received with correct item # needed. I was emailed back needing picture of the wrong part sent on 10/25/24. On 10/25/24 I sent email response with picture of wrong part along with picture of the part needed. On 10/30/24 they respond that they are behind on cases and provided me with case # **********. On 11/1/24 I email them back checking on replacement status and they replied on 11/3/24 that the process takes up to 10-15 business days. On 11/10/24 I email again checking status of replacement and was responded to on 11/11/24 that they are behind on cases and it takes up to 15-20 business days to process. I would also like to note that I tried calling mutliple times in the beginning with very long hold times and no answer which I had to end call because of long hold times.

  Business Response

  Date: 11/13/2024

  I have reviewed the order of events for this customer concern. There was a delay in processing the order for the correct item to ship due to a backlog in the operations area. I was able to get this order keyed and the correct part (latch) is being prepared ans will ship tomorrow 11/14 by 3pm. Once tracking information is available I will have a team member follow up with the complaintant with that information. Sincere apologies for the inconvenience. 

  Customer Answer

  Date: 11/19/2024

  Per the response from Business the item shipped on 14th.  I have not received any package, communication or tracking.  

  Business Response

  Date: 11/27/2024

  In review of the order we are showing the packaged delivered on 11/23 (Tracking #******************). If this information is incorrect, please call us directly so that we can assistyou further. 

  Customer Answer

  Date: 12/09/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/15/2024

  Type:Product 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 ordered a replacement pressure washing part, and the company sent me the wrong part. I placed a second order for the correct part, and it was incorrect again. Now, I am still awaiting this company for reimbursement of the two incorrect items sent. I call each week, and hear a different reasoning as to why this has stalled for refunds. This has been going on for the last four months without any action, and have lost weeks of resolvement as now "photos" are needed, and have provided.

  Customer Answer

  Date: 09/23/2024

  ******* ******* <****************************************>
  Attachments
  10:19 AM (1 hour ago)
  to disputeresolution
  
  Hi- adding additional documentation for the pending case.
  
  Attached are the two case numbers I opened with the company. Both start with GDNR.
  

  
  

• Initial Complaint

  Date:09/15/2024

  Type:Delivery 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 made a purchase from Gardner on January ******* in the amount of $117.28 using debit card ending in 4384. This transaction went smoothly, I received the items and everything was correct.On March ******* I was reconciling my accounts and I came across a charge on my debit card ending in the 4384 in the amount of $117.28 and it was from Gardner. Not knowing what this was for, I contacted Gardner and they told me it was for a purchase on March *******.Since I New it wasnt me I told them that and requested the invoice number and the shipping Tracking number. They did email me the invoice number but never supplied the tracking information. Went back and forth with them and the final answer I received from them was RETURN THE PURCHASE. I requested the TRACKING NUMBER again but never received a response. Looking at the invoices from January and March they had the exact items, and quantities on both invoices and the exact dollar totals.My problem is I never ordered these items on March *******, never received this shipment and never was notified from any shipper that I had something coming.Ive been buying from Gardner since January 2018 , and have spent THOUSANDS OF DOLLARS with them. Ive never returned any items,never drop shipped any items and have always been satisfied with the service. Hopefully you can contact them and make this right.***********************

  Business Response

  Date: 09/16/2024

  In review of Mr. ******** case we are unable to validate duplicated billing for his transactions. I have spoken to him and he is providing a copy of the two transactions that have cleared his account for ******. He understands that upon receipt and verification an immediate refund would be issued. We will issue a check or credit to acct based on his preference. 

  Customer Answer

  Date: 09/17/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/27/2024

  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.

  In early April, 2024, I placed an order for two 10 chainsaw chains and a 10-count bag of lock nuts from Gardner, Inc., a company that provides aftermarket parts for many manufacturers (my order was for ***** replacement parts). Those parts came in the mail and my payment of approx. $50 by way of ******** Double Cash credit card went through smoothly. I made no further contact with Gardner in the following months.HOWEVER, on July 26, 2024 (almost four months later) a pair of pending charges for $49.80 & $3.98 appeared on that same CitiBank card from Gardner. I called Gardner and asked, What is this? They did not know, but assured me they would get it resolved. Then eight days later, August 3, 2024, yet another pair of identical pending charges appeared on the card. Again, I called Gardner and asked, Whats going on here? They did not know, but said theyd take care of it. Eight days later, August 11, 2024, a third set of identical errant charges appeared on the card, so I had my credit card cancelled and a new one issued with brand new number, expiration date, and CVI code. I also called Gardner's national office, regional office, and customer service numbers and was told by Garnders ******* ***** that the issue would be sent up for prompt resolution.HOWEVER, eight days later, August 19, 2024, a fourth set of bogus identical charges appeared on my brand new credit card. And eight days later (today) August 27, 2024, there is a fifth set of identical ridiculous pending charges on my new ******* patience has run out with the ineptitude of Gardners customer service and billing departments. I want my name, address, billing information, billing history, and any other contact info stricken from their database so that I can stop having to do their work for *********, please help me get this through to Gardner, Inc. I have put dozens of hours into their incompetent failures.Thank you very much,Dusk ******

  Business Response

  Date: 09/03/2024

  We have been in communication with the claimant. Mr. ****** has been a long time customer of **********************. He now understands the error of the situation and has worked with his banking institution to help resolve the issue. He has direct contact information and has spoken to the Director of **************** for future billing or shipping concerns. 

  Customer Answer

  Date: 09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22202859
  
  I am rejecting this response because: nothing yet even claims to have actually solved the problem of recurring charges (identical ones) every 8 days. To say "we're working on it" is by means the same as having solved the problem.
  
  Regards,
  
  Dusk ******

  Customer Answer

  Date: 09/17/2024

  I have no idea whether or not Gardner has stopped sending repeat, inappropriate bills my way every 8 calendar days, because in frustration with their very slow handling of the problem I had to entirely shut down the credit card associated with this billing. In other words, I went to all of the trouble of shutting down my most used credit card, reassigning all the autopay payments, notifying all other merchants, etc. because it seemed to be taking forever for Gardner to straighten out their mess. They did call me about the issue, but when they did call the issue was still not solved some six weeks after theyd been alerted to the issue. So, now that I went through all the trouble to shut down my favorite card (and all the complications that involved), Gardner simply CANNOT land a billing on my new card from the same issuer. If BBB wants to call that a resolution of the complaint, thats up to you, but from my perspective, this was an unsatisfactory handling of the problem that forced me to jump through 100 hoops.

  Customer Answer

  Date: 09/19/2024

  Re: BBB Complaint ID *******************************.  
  
  I have already responded to this a couple of days ago. No, I have not had additional charges show up on my credit card in the last few weeks, and yes, I contacted my bank repeatedly, Gardner, Inc. about 5 times, and my credit card company about 4 times in trying week-after-week to get this mess resolved. The problem was NOT with either my bank or with my credit card company, it was strictly with Gardner, Inc. by their own admission. The reason that I no longer have charges showing up on my credit card is that, in utter frustration, I had to cancel the card altogether so that Gardner, Inc. could be prevented from charging me again and again and again with the same bogus charge every 8 calendar days. I had placed no new order with them whatsoever, and yet, every 8 days another $49.80 charge would appear on my card. I hope this time that im making myself clear.. the problem was only solved by me jumping through the many hoops of canceling my card altogether, contacting all legitimate creditors to alert them to the cancellation, and canceling all my scheduled payments on that card before rescheduling a whole new set of payments using another card number. Also, I had to remove that canceled card information from all creditors with whom Id established an account. In other words, the problem was not solved by Gardner, Inc. at all six weeks into this madness, so I had to solve it myself by shutting down the card and jumping through 100 hoops. As far as I know, Gardners billing system may still be attempting to charge me a bogus amount every 8 days even now. 

  Business Response

  Date: 09/27/2024

  This should be considered resolved. The customer did cancel his card, however we internally were able to complete the invoicing that was causing the pending charges. 

  Customer Answer

  Date: 10/02/2024

  [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 accept the business's response to resolve this complaint. It is clearly a matter of too little, too late, but apparently if is at last resolved. This whole business went on for several months and required that I initially fix the problem by canceling my own credit card so that the card wouldnt keep getting erroneously charged anew every 8 calendar days. I had to cancel and reschedule every merchant with whom I was using this favorite card, because Gardner had not managed to put a stop to these incorrect, recurring charges after six weeks and me having to spend hour after hour of my time waiting to get through by phone to restate my problem. So, I acknowledge that Gardner now figures it has resolved the problem, but from my end of things, the problem was belatedly fixed by my abandoning my own favorite credit card, rescheduling everything associated with that card, and shutting down the irritating repeat charges each 8 days. Am I pleased? No. Do I accept that Gardner figures it has at last worked out the bugs in its own software that created the mess? Yes. Do I think this could have been handled much better than it was by Gardner, not requiring me to spend hours of my time, calling and speaking to person after person week after week and submitting all manner of proof that I was being charged in error? Oh, yes!
  
  Regards,
  
  Dusk ******

• Initial Complaint

  Date:08/24/2024

  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.

  I ordered Ryobi lawn mower parts on 6/7/24. After placing the order, no order number was provided or anything about the order. I have not received my parts. No one has ever answered the phone when I call customer service. There is no e-mail address provided. Every week my credit card is charged for the order amount and a credit for the same amount. This has happened now *********************************************************************************************************** even send an e-mail. Apparently this is a scam company.

  Business Response

  Date: 09/04/2024

  We have been in contact with the complaintant. An explanation was provided to account for the multiple charge authorizations for merchandise awaiting shipment. As a resolve, merchandise that was available in stock was released and a final charge with invoice (includes shipping charge). No additional authorizations will happen for this portion of the order. Tracking #********************** with ****. The remaining order of quantity 2 (spool covers) is on back order. Once available the parts will ship and the cost has been covered by Gardner. No additional authorizations will occur for this activity. The customer indicated satisfaction and has direct contact with our **************** Director for further concerns. 

• Initial Complaint

  Date:08/08/2024

  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.

  We purchased the vacuum from ****** on April 2, 2024 with a one year factory warranty. On May 31 I contacted Gardner INC because the vacuum was not functioning. They did a troubleshooting over the phone and ordered a part for it. After more than a month waiting for the part I contacted Gardner again. They said they could not get the part and promised me to replace the vacuum for another new vacuum. The forms and documents they requested were all provided (I have all the emails with the documents and fotos attached to it. The file was too big to upload on BBB's site. I can email them if you give me your email address). I have sent the last documents that Gardner requested (pictures of the vacuum to prove I had cut the power cord, and picture of the serial number sticker) attached to an email I sent on July 19, 1:13 pm. Since then I have sent two follow up emails with no response. Since I first contacted Gardner (May 31) about this matter is has been 69 days.

  Business Response

  Date: 09/23/2024

  In review of this matter it appears their was a delay due to a backorder with the manufacturer. The unit was shipped on 9/17 with a confirmed delivery via Fedex on 9/18. We do apologize for the inconvenience. 

• Initial Complaint

  Date:08/04/2024

  Type:Product 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 called Ryobi to order a replacement dust cup for our stick vacuum. They informed me I had to contact Gardner because they are the supplier of all their parts. I then attempted to contact Gardner numerous times. (They do not seem to have an actual individual customer support option). I finally entered wrong options hoping to get someone. After being on hold for over an hour, I was transferred to several different departments. It was the parts department that actually helped me that day. I placed the order after we confirmed several times which vacuum it was. (One model was made in China, the other in Taiwan). However, when the part arrived, it was NOT the right one. I went through the headache of calling again. Numerous times. I was eventually transferred to ***** ** who informed me it would be 30 days before they would even issue a return authorization code. For the record, my complaint number is: *********** It’s August. Still no return authorization code so of course no refund. Yes, I have called numerous times. Trying to get through the phone system is a joke. When I finally do get someone, they tell me I have to speak with *****. I have left messages for her with all the information. No return phone call or return authorization code. I really wanted this matter settled. We live on my husband’s small-fixed-income due to disabilities. My husband has been a faithful Ryobi customer for years. After dealing with this headache for so long, I am going to start looking for a brand that has better customer service. This is absolutely shameful. Customer: ***** Ticket: **********

  Business Response

  Date: 08/05/2024

  In response to complaint ID********. The customer was issued a refund to the CC (*********** used on 7/31. Standard communication is to allow 7-10 days for the credit to appear which is dependent on bank processing. The part is not required to be returned therefore no return label has been sent. We have contacted the customer to advise of this information. Confirmation of refund is ******** for the amount of $39.10.

  Customer Answer

  Date: 08/09/2024

  It’s a sad shame that it had to come to this. I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:03/21/2024

  Type:Billing 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.

  On Nov 5 2023 I placed order#******** for a total of $29.00 including tax and shipping. Part was shipped mid December. I then noticed I was billed $46.96 on my credit card. I reached out to their customer service dept and talked to ***** ******* on Dec. 28 and was informed in an email a credit for the difference was issued on their RMA# *********** and to expect the difference to be credited to my account within 30 days or sooner. Great right?? We'll I followed up Jan 22 as no credit had been received and was told ***** ******* no longer worked there as per ***** *********. After going through it all over again with ***** an multiple emails on Feb 8th he replied "******** was created for credit today. Please allow 10-15 business days" . Waited till Feb 26 and still no credit received. After a few more emails and a couple calls my last response from ***** on Mar 6th was "I sent your voicemails over to the team in charge of crediting back your account. Hopefully they resolve this for you soon." Needless to say this has been my worst customer service experience ever. The fact that they can almost double the price of an order without authorization and blow off multiple requests to resolve mistake is borderline criminal. I would love to have assistance in resolving this matter. Thanks in advance ***** ******* ###-###-#### **********************

  Business Response

  Date: 03/25/2024

  *****, please accept our sincere apologize for the extra charges incurred during you transaction with us. No excuse, but we have been working through personal changes and incorporating a new business system. 

  Regardless your situation should have been taken care of in a timely manner. We have created a direct credit ******** to your card for $21.78, this should show up on your account within 7-10 business days. 

  If for some reason this does not occur, please reach out to us directly. 

  Thank You for your business and giving us the opportunity to rectify this. 

  Customer Answer

  Date: 03/25/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/15/2024

  Type:Billing 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.

  Ordered part for ***** **** ***** totaling including shipping for $26.16 June 6, 2023. Six months later, on December 21, 2023, ******* charge my credit card $42.19 without contacting and explaining extra charge above $26.16. Called to return parts three times because no longer needed but they would not provide return authorization (RMA) number required . Finally, they provided RMA . Sent part back January 6, 2024 but six weeks later no credit on credit card. Called three times, placed on hold for over 1/2 hour, they discounted calls and today placed called, they answered and placed on hold for 30 minutes with no response from representative. After numerous calls, ******* will not refund $26.16 amount to credit card even though I sent part back. I want a refund of $26.16 because I returned part on January 6, 2024. The company address is: *******, Inc., **** *********** **., ******** , ** *****. Phone ###-###-####.

  Business Response

  Date: 02/28/2024

  Mr. *****, please accept our apologize for the extended wait on your refund. It is our desire to process these as fast as possible. I have contacted our finance dept and you should be receiving a check for you refund any day. 

  Thank you for your business and we can be of any further assistance please reach out.

  Thank You 

  Customer Answer

  Date: 03/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:  My credit card has not been credited with the refund amount and I have not seen a check in the mail for refund amount after numerous calls and email exchanges from *******, Inc. during the past two months. 
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 03/25/2024

  Case: ********

  ******* sent refund check for $26.16 arriving at my address via USPS on March 16, 2024 after almost three months of phone calls and emails to ******* with excessive hold times of over 30 minutes on phone.  Excessive time to process returned items even though I met all of *******'s return process requirements in a timely manner.