"My Brother's wife got us a Tiller and when we received it the thing was missing two main bolts that hold the handle to the Tiller.Without the bolts you can not use it!!SO she has been dealing with customer service for the last few weeks since we notice the bolts were not there.We are starting up a small farm and we will not be buying again from this company.Don't have the time to be messing around with bad customer service people or a company who can't even ship a Tiller with all the parts.TIME IS MONEY!! "
"They charged my credit card twice, While they continue to deny this, they lie repeatedly about how to return my stump grinder, This is not a one-time thing!! All of their customer service people I have dealt with work together at this scam!!! These people are UNBELIEVABLE!!!!!!!"
"I gave one star because i can't give a 0. This is the worst experience i have ever had with a piece of outdoor equipment. When the trimmer mower arrived i assembled it and found the self propelled handle would not ingage. I called customer service,the service rep was of no help,it was clear she knew nothing about how this machine works. Called again, talked to a different rep,he said it might have the wrong cable installed. He gave me the names of two service centers to have it repaired. I was familiar with one of them(RogersOutdoorEqip.).
Took the machine to Rogers Outdoor Service. They said they had not been a DR service center for over a year. Found another sevice center about 10 miles away(i had already driven 35 miles to Rogers Outdoor Service).called them to confirm that they were a DR service center.
Took six weeks to get the cable and have it repaired. Finally after almost two months and two round trips to the DR service center(150 miles total)i was able to use this machine. I does ok. On slopes i does not do that great,the machine they show on there website that is mowing grass up a slope must be a different machine than the one i have because to mow up a slope that steap i have to help push it (a lot).
Went to the DR website and it would not let me leave a review. It seems this company is incompetent from assembly to customer service to its technical serice.
In conclusion i decided to keep the DR mower . (1)To return it i would have to pay the return shipping(2)I had spent four hours and 150 miles in gas for two trips to the repair center(3)The box it came in got wet and damaged.
I keep the DR mower but i will never purchase another DR product again,if i knew then what i know now i would not have made this purchase
"
"I have purchased $5,000+ of DR Equipment Over the past 10 years. I used to believe that they worked better, were more durable than other equipment and an overall good value. That is no longer the case. This snowblower has been a disappointment since the day that I picked it up. It was damaged in shipment, probably because the crating method was very poor (dents and deep scratches). I reported the problem, sent photos, and told them I was fine keeping it and just taking a price adjustment. The company balked at that idea until I reminded them, that the other option is to have someone pick it up and refund my money. During assembly, more problems surfaced. The instruction manual looked like it was written for another model and is missing all of the instructions for adjusting the unit. I could see based on the addendum which was included for installing the chute that it was probably the correct manual. There were missing parts, and only 3 our of the 4 bolts to fasten the engine to the frame were there. I found major design flaws with the unit, a few relating to the chute. However, the unit seems sturdy. At the first snow, I found that I had to wrestle with the unit, because it had its own idea of where it wanted to go. I called tech support. Forty minutes later someone answered my call, but since he could not find my invoice, he could not help me. I was told he needed the serial number to see the instructions that were specific to the unit. He told me to take off the right wheel, and check to see if the locking spline was in place. He said that there were a number of units that were shipped without them. He told me if it were missing he could send one out in 10-14 business days, or I could probably find one at a hardware store. He also offered warranty repair for the unit, which is 20 miles (transportation costs would be my expense). I thought that I would just try to fix it myself. I followed the tech support instruction and noted that everything was intact. I noticed that the unit would teeter on the garage floor, so I adjusted the skids to make them level (there was nothing in my instructions for this). I managed to get it working better, so I thought that i was all set. Today I went outside to blow snow. I noticed that I was wrestling with it again as the unit would suddenly lurch to one side or the other, and then suddenly the unit just stopped to move. After taking both hands off, and very slowly engaging the wheels and the impeller, I got the unit to work again....don't ask me how or why, but nothing surprises me with the unit. Note that the wheels and the impeller are controlled by handles that are opposite to most snowblowers; you can't just stop one of the them...it is all or nothing. I suspect with the surprise lurching of the steering and the controls that are opposite, it will only be a matter of time before the Consumer Product Safety Comission issues a safety recall on this product. DR is not the same company it used to be."
"Two months after we bought our pressure washer, and the second time we used it, it wouldn’t start. We took it to the local DR servicer. It needed a part, but when our service guy called in for it, he was told that part is unavailable, permanently. He told me he’d never in 30 years had this experience, and advised us to get any pressure washer that had a Briggs & Stratton engine. It took him several hours to sort this out with the company.
DR offered to replace the washer with a completely new one. I told them what’s the use of that if it can never be serviced, even under warranty? They told me to buy a neverending series of extended warranties. I told them that the machine would be returned, and I wanted a refund. 6 months later, we got the refund, after a tremendous amount of insistence, followup, and frustration on our part.
It takes 40-70 minutes to reach a real person. I spoke to many reps over 6 months, and only one was actually polite. The process of return and refund was full of delay, and only was accomplished because I followed up on everything: customer service was uninterested in being helpful, gave misinformation, and took no responsibility. No one person followed the issue through. CS can be reached by email. In that case, I’d wait for a reply 6-7 days, and sometimes never got a reply, so had to start again.
Advice: keep all emails, receipts. Document calls. Be polite and firm.
We bought a DR washer because we’d had good luck with a DR rough mower. We were happy with it. We will never buy from DR again. Customer service was a rude nightmare, and why own an expensive machine if you can’t get parts for it?
I tried putting this review on the DR site twice. Both times my review was kicked back with a “server error” message. There were no reviews on the site with less than 4 stars. I smell fish.
"
"This company is an absolute nightmare to work with. I ordered a $3000 chipper. They told me it was on backorder and would ship in 10-15 days. I called and sat on hold for 45 min to get a person who told me that is “normal” when I order something on backorder. 6 weeks later I was sent a $900 shredder in a destroyed box on a wrecked palette. I had to pick it up at freight depot because they told me the liftgate service needed to be accessible by a 56’ tractor-trailer. The pickup drive took 4 hours total. Got it home and realized it was the wrong unit. Another hour on the phone. Tried to arrange the return and exchange, the person had to call me back. Never called me back. A week or so later, another hour phone call.
I arrange the pickup at a location where the tractor trailer can access, so I don’t have to do the four hour drive. I wait at the location for four hours. I email and call the shipping company, their offices were closed. A few minutes past the pickup window, a 25ft box truck shows up (which could have come directly to my property), and the driver tells me that the he almost didn’t show up because he had been trying to call me for 24 hours. DR provided him with the wrong phone number. I get the shredder on the truck, and I wait. At this point I’m two months into the process and I read the reviews here and decide I want out. I call for another hour, and convert the exchange into a refund. I’m told the refund will process automatically in 5-7 days of the return.
No response from the company for several weeks. I verify with the shipper that DR power has taken possession of the return. 20 days pass. I call today and they have no record of the of the refund request, and were planning on sending a new unit and starting the nightmare all over again. I yell. They tell me they are going to do a refund. I ask when it will process. They say they don’t know. Literally. They “don’t have access” to that system. Typically 5-7 days but could take longer. No confirmation but “they’ll call me back.” I’ve disputed the charge on my CC and now my credit card company is dealing with it.
Do not buy from this company. It has been nothing but several months of shady responses and pain. "
"what a bunch of crap w these people the stuff is overpriced junk 330 dollars for a cheesey 8 inch hose n i return it i spent 330 wich included the shipping so i send it back n i pay for shipping n there only giving me 240 back so ya those r the real deal facts this stuff is crap anyway but steer clear just on the return policy never mind the fact i sent this damn hose back like 5 weeks ago n they say the person that handles refunds was unavailable...?? wth your whole business of refunds ( wich im sure u get alot of) lol hindges on this one person ? seriously what if she or he died you just stop returning peoples money ...n oh ya this is great i had bought a crappy dr leaf vac for my zero turn mower n the damn hose kept falling off n got damaged they sent me a new one n same deal but get this the ladys answer to my problem was "dont turn so sharp" are u freakin serious then they awknowledge that they have a bad hose company n they are actively looking for a new supplier but then there trying to sell u the current hose that is no good....stay away these people are no good w shoddy equiptment n crappy customer service ...oh ya lady swears up n down shell call me back at 9 am for my card number big shocker never called "
"This company is the worst in customer service. Takes weeks to ship. Items are back ordered and they never let you know. Customer service is not friendly. Accessories are way over priced. I really have nothing good to say. "
"We bought a mower 6 months ago from DR. It came with a 2 yr. warranty. Mowing the lawn today I hit a small twig and it stopped running. My husband called service and was on hold over 2 hours. When he finally reached someone they said the warranty did not pertain to
This issue. We are now buying a new mower from anyone but this company!"
"Recently received flyer in the mail from Dr. Advertised a leaf lawn vac for one price then claimed that they didn't. Amongst another line of bull. I couldn't get a straight answer as to what a total price would be. Starting looking for customer reviews. Couldn't find any for a lawn leaf vac walk behind. Until now these are the only reviews I could find. Only 1 with any positive feedback and most of that was negative. From stick it in Toby. Thanks to you all for saving me a world of headache 2500.00 and my freedom. I guess little wonder will be hearing from me soon."
"I purchased a DR power grader and it wasn't heavy enough to do any real work. I returned it to DR approx 6 weeks ago and still no refund. I have called in to customer services and waited on hold 5 times for approx 1 hr + each time. All they will tell me is it shows they received my equipment and they can't do anything. Buyers beware. I've been ripped off by a great marketing lie!"
"Do Not buy a DR anything!!!
I recently bought a DR 26 inch field and brush mower. Paying the extra 150 bucks to get it delivered to my door. Well that was my first mistake. They showed up with a tractor trailer! Not a straight 80 class. So I had to tear down the crate and assemble it down by the road. That was inconvenient and foreshadowed what was to come.
It went together well and started fairly well. It mows pretty good, being a brush mower I didn't expect it to leave a finish lawn. After three hours of mowing, I let go of the drive handle to stop it, and it took off across the field! Thank goodness it hit a large tree! It could have crashed into my house, through a window, across the road or into a pond. Shocked I shut it off and dragged it back to the house.
Calling DR Customer service I was on hold for 52 minutes. Upon reaching a woman she had little idea what the problem was. I had flipped it over to see if anything had got tangled into the drive belt holding it tight. There was nothing. The belt is too tight and grabbing on the pulley. As a result it would not stop once put in gear. She sent me another drive belt and advised me I had to drain the oil and gas since I turned it over.
Upon receiving the new belt a week later, I fixed the oil and gas, then crawled under it. That belt is in an impossible place to reach without flipping it over or using an actual lift. After catching heck from my woman, for risking my life trying to fix a brand new piece of equipment, I gave up and tried to return it.
First I used the online form having put my time in on hold. The form appeared to work and I received a confirmation in my email. Good to go right? Wrong. After a week I called their service number again and was only on hold a half hour. The guy I talked to said it was all taken care of and gave me an RMN number.
After a couple of weeks I called the service number again. The hold time was about 45 minutes that time. The women, (who sounded suspiciously like the tech support woman), advised me I would be out $400.00 if I returned it. That is for shipping both ways. She didn't mention the extra $150.00 I paid for home delivery. I decided the return of two thirds of my money for no mower was bad deal, so I am keeping it. I advised her that DR is aware their equipment is defective and dangerous, and DR clearly has no intention to make it safe... if I am harmed while fixing it, or operating it after my inexpert repair... they can expect a lawsuit. I further told her DR is a terrible company to do business with.
All I wanted was to have the brand new equipment fixed and I would have been happy. That was far too much to expect of DR however. I later found out they have a repair shop in Mineral Wells an hour from me. I would have brought it there had that been an option... but it wasn't. By every measure, customer service, quality, guarantee and standing behind their product, they failed. I am very disappointed in DR Power. I wonder if they were this bad before Genrac Power Systems bought DR Power out?
I would strongly advise anyone considering buying any DR tool, (and any Generac product for that matter since DR is a subsidiary of Generac)... to call their customer service number tech support, and time the hold. If that is the level of customer service you are willing to put up with, to get defective brand new equipment working, by all means take that urine shower believing it's rain.
Sincerely,
John Pepin"
"I had a 2013 DR Brush mower with the Kawasaki engine on it.
It started a fire which I am now paying my life's saving to pay off.
Other than starting a fire and almost burning me alive the machine was a total piece of junk. The battery, which
was kept charged, failed after one year. The mower engagement switch failed after 9 hours of use. The transmission
jammed up at 25 hours of use and one wheel stopped turning. A wiring harness pulled apart after 20 minutes of use. The belt falls off every 30 minutes. "
"Sooo.. If you spend thousands of dollars on equipment what you expect is a company telling you when you can expect your shipment, and handling your order with the same care and level of communication that say a regular retailer would provide for an online order of toilet paper. Unfortunately, that is not what DR Power offers. Rather, they will take your money, send you an acknowledgement, and then unless you take action you will not hear from them again. When you do call, and manage to speak to a CSR (when they are not on a training or just simply unavailable), they will take 5-10 minutes to figure out what is going on, then provide you a made up date the order "should ship". Basically this is a completely incompetent organization who should fire the entire IT team and start from scratch. Not having you ecommerce platform connected with production and inventory for high priced assets is CRAZY! Unless you want to send this company a few thousand dollar loan while they figure out if they can make your unit, I would encourage you to shop at DR Power's competitors, you simply cannot perform worse...."
"I ordered a replacement hose adapter for my DR leaf vacuum. When I ordered it I was fold I would get the part in 5-7 days. That was a week ago. I called and asked them if it had shipped. The person who was checking the order said I can’t see if your order has shipped. She transferred me to customer service, they said I should see it in a day or two. Later today they left a message that my order won’t ship until this Friday and I will see in four to five days. That’s a total of 15 days to get a part!! I will not order anything else from them if I possibly avoid it!! Worst customer service I have ever seen!! "