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I am in need of some help with an issue that has been going on for 2 years. I'm getting no customer service whatsoever and this issue needs to be resolved. I purchased a Ryobi riding mower which was under the Ryobi warranty when I took it to Home Depot (Store 0144) the first time on 5/23/21. The mower looked almost brand new and the only issue was the blades wouldn't engage. The shop took 4 months to get the mower back to me. I, of course, had to buy a push mower so I could mow my lawn for those 4 months. When it came back there was oil all over the batteries, pooled under the batteries and all over the back of the mower. This mower doesn't take oil. The manager said another tool broke on top of it and all of the oil spilled on my mower. Not only that, whoever packed the truck, piled stuff on top of the mower which may or may not have been the reason why one tire was broken off and the half inch thick piece of metal on the back of the mower was bent down. I know this because one of the managers took pictures when he was unloading the truck because of how ridiculous it was and showed it to me.

I had the mower sent back to fix the new issues that occurred when the mower was in Home Depot's possession. After another 3+ months at the shop it was returned. The oil was still exactly where it was previously. Nothing was cleaned up whatsoever. The back metal piece was still bent and had paint chipped off of it. The wheel was still broken off. This time the mechanic at home depot put the wheel back on in front of me and pumped it back up. I drove it in the parking lot and it was significantly slower than normal. Maybe this was from the oil spilled on the batteries but I don't know. I'm not sure what was done in the 3+ months it was at the shop since nothing was touched, but it was sent back again.

This is the 3rd trip to the shop. Again, after 3+ months it was returned to me. The home depot employee took me to the outdoor section to check it out. It was filthy. The seat was disgusting and the entire mower was coated with dust and some kind of black dirt. We had to get a rag to clean the seat off just to sit down. Once again, the oil was STILL not cleaned up. The back metal piece was still bent. This time all 4 wheels were flat. I did not bother driving it since nothing was done once again. Again, I'm not sure what they did to the mower for that amount of time. It was sent back again for its 4th visit to the shop.

3+ months later I am contacting Home Depot to see why the mower hasn't been returned yet. They said the transport company lost the mower. Another month went by and it was found inside one of their trailers and delivered back to home depot. It was in the same nasty, dirty condition with nothing done AGAIN. One of the managers and an employee in the tool rental area told me the mower is unrepairable. I contacted Ryobi and they will not help even though it's under their warranty. The new store manager, Zack Tithof, called me and said he was going to get this issue resolved. It was no longer under the Ryobi warranty since the shop had it for a total of 14 months so far. He sent me to Asurion since I purchased an extended warranty. Asurion wanted to send it to the shop to repair it even though it was deemed unrepairable. The shop picked the mower up and kept it for about a month before bringing it back. They said the last shop it was sent to had all the wiring underneath messed up. The mower would not go up a small hill when it was returned to me. Nothing was repaired and it was even slower and less powerful than before. The shop took it for the second time. The store manager, Zack Tithof, e-mails me that 2 of the batteries need to be replaced and that's not covered under the extended warranty. I reminded him that oil was dripped and pooled all over the batteries and that is probably what caused the batteries to be defective. He said there was no evidence of the oil causing the batteries to die.It is from wear and tear.

So, the mower was originally sent to the shop looking almost new with just an issue with the blades not engaging and running fast and powerful like it should be. It is now filthy, dirty, damaged and 2 batteries dead from "Wear and Tear". I haven't had the mower in 2 years and the batteries were perfectly fine when I first sent the mower to the shop. The shop must have been casing the wear and tear on the batteries and there's no way to tell if the oil did not affect the batteries. Zack Tithof is offering me $200 for the cosmetic damages and its being returned to me not working. This isn't how Home Depot treats its customers. I am a huge Home Depot supporter but this is not fair. I've been extremely patient and reasonable over these 2 years and just want a fair resolution. I will never buy another riding mower from Ryobi given the way I've been treated.


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