Ariens Company

This morning, myself, along with our [redacted] , [redacted] ***, spoke to [redacted] at ***’s [redacted] , where the unit currently is locatedEverything the customer stated to this point is trueThere has been no cost to the end-user, as we have covered parts and labor under warrantyThe Ariens Company has designed a kit to help guidance of the belt, which was installed on July 8thHowever, the dealer did not tighten the cable on the idler arm, which we have now instructed, and hope this will be the permanent fixUp to this point, the dealer had not consulted [redacted] for education in this matterWe hope this adjustment will finally fix the belt problem with this machine

I again have read the comments from the consumer, and need to reiterate my pointThe Ariens Company uses UPS for our carriers, not USPSUPS charges a flat rate of $If the consumer has an issue with this charge, they would need to contact UPS about their rates

We have spoken to the dealer and he admits there being miscommunication on his behalf. The paperwork that the end user signed actually had their standard language on the promotional fee and this is where the confusion started. The sale was completed on 1-31-and funded 2-1-2014.
When the customer got home he reviewed his sales documents and called ***’s customer service line to question the $fee. The snow special was technically over on Dec 31, the dealer was in error proving a sale on that plan but *** honored it anyway. The customer will be getting his first statement later this month. He was advised they would be providing this information to Ariens. Customer stated that he is satisfied with this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
Ariens should and easily could have mailed the part weighing a fraction of an ounce via the USPSAbsent the requested refund, I will no longer do business with Ariens, nor will I recommend this company to friendsI recently needed parts from another companyThey did not charge for the parts OR shipping.Thank you for your assistance

When it comes to shipping, the Ariens Company does not use USPS, we use UPS.  $8.95 is the flat rate for all UPS shipments, regardless of weight. The customer could have checked the shipping cost with the dealer prior to placing the order. Another option could have been to purchase the screw...

from a local hardware store. They chose to buy it from a local dealer, which is independently owned. The dealer chose to charge the customer the full amount of shipping.

This morning, myself, along with our [redacted], spoke to [redacted] at [redacted]’s [redacted], where the unit currently is located. Everything the customer stated to this point is true. There has been no cost to the end-user, as we have covered parts and labor under warranty. The...

Ariens Company has designed a kit to help guidance of the belt, which was installed on July 8th. However, the dealer did not tighten the cable on the idler arm, which we have now instructed, and hope this will be the permanent fix. Up to this point, the dealer had not consulted [redacted] for education in this matter. We hope this adjustment will finally fix the belt problem with this machine.

On Mon, Oct 6, 2014 at 7:43 AM, [redacted] wrote:[redacted]Dear [redacted]:We did indeed receive a phone call on October 2, 2014, [redacted] had called my husband but he was at work and unable to receive the call; so they left a message stating that they had information regarding our mower.  My husband called [redacted] the following day and we were instructed to return the mower for a full refund!!!   My husband left work a little early that evening; so that we could make sure and be up there with the mower before they closed that day, and a FULL refund was issued no questions asked.   I can't tell you guys how much we appreciate your efforts in helping us get out of this constant nightmare we were in regarding this mower.  We have yet to buy another mower; because we want to really research and compare before making any decisions.  This was a very disappointing and frustrating experience for us, both with [redacted] and [redacted].  I don't know who told or confessed up to the lie about the kit that was installed, but that was the deliberating blow to us.  My only concern now is how many other people are going through the same issues we had with this mower.  I will of course NEVER deal with [redacted] or [redacted] again!  Thank goodness for the Revdex.com; because without you guys we would have had to take a loss, and these days money doesn't come easy.  Sincerely,[redacted]###-###-####

Review: Ordered a part(set screw). This part was sent to a nearby dealer. The cost of the part was $1.20. Although it weighs a fraction of an ounce, I was charged $8.95 for shipping via UPS(NOT by my request). This part could and should have been sent via the USPS @ 49 cents and would have arrived at the same time or sooner.Desired Settlement: A refund check in the amount of $8.46($8.95-.49). An application of common sense.

Business

Response:

When it comes to shipping, the Ariens Company does not use USPS, we use UPS. $8.95 is the flat rate for all UPS shipments, regardless of weight. The customer could have checked the shipping cost with the dealer prior to placing the order. Another option could have been to purchase the screw from a local hardware store. They chose to buy it from a local dealer, which is independently owned. The dealer chose to charge the customer the full amount of shipping.

Business

Response:

I again have read the comments from the consumer, and need to reiterate my point. The Ariens Company uses UPS for our carriers, not USPS. UPS charges a flat rate of $8.95. If the consumer has an issue with this charge, they would need to contact UPS about their rates.

Consumer

Response:

I purchased an Ariens snowblower Model 921030 Deluxe 28 from Home Depot on 10/15/13. I used the snowblower maybe 6 times the first season. I winterized it according to manual guidelines. When I used first time this season in November, the machine was surging and backfiring. Removed spark plug and the threads came with it. Took machine to authorized dealer the next day on 11/12/14. They had to order a head and they replaced it but machine still surged. They then proceeded to sonic clean the carburetor. Machine still surged. They then ordered a new carburetor around 12/10/14. Because carburetors were on backorder, they did not receive until 1/16/15. I finally got my snowblower back after approximately 10 weeks! This is not acceptable customer service. A dealer or a customer should not have to wait for a month or more to get parts nor should they have to be without a NEW snowblower in the middle of winter for 10 weeks. Perhaps if you have trouble getting parts on a timely basis, you should check into getting your parts from a different supplier.

I love the unit. It performs wonderfully under all conditions.

Review: I found that the front axle of the lawnmower was cracked and separating from the frame. Luckily I caught this because serious injury could have come if this would have broke during operation. It could have caused death if it broke and the person was ejected off mower. I contacted customer service, they sent me to a repair shop 1.5 hours away. The repair shop was to busy to repair. I contacted customer service again, I found out there is a shop ten minutes from my house. I delivered the mower to that shop. The mechanic contacted an Ariens representative, and explained that the frame was broken and needed to be replaced. They shop is four weeks out, and one week to repair. Ariens will not give me a mower to borrow, or pay to have my yard mowed. After talking to the mechanic, and some other people I am very concerned about the rest of this mower. Possibly that day there was a glitch in the welding machine, or welder. I believe this mower should be replaced with a new one for the safety of future operators.Desired Settlement: Replace faulty mower with a new one.

Business

Response:

The Ariens Company has reviewed this complaint and would like to submit the following statement. We are very sorry to hear about Mr. [redacted] situation. We expect our products to meet customer’s expectations, but from time to time, manufacturing defects do happen. In that case as outlined in the owner’s manual, we will cover the cost of repair for both parts and labor, if the independent authorized Ariens serving dealership confirms indeed it’s a manufacturing defect. Nowhere does it state we offer rentals nor do we cover the cost of getting yards cut. These dealerships are very busy this time of year. Not only are they working on Ariens products, but other brand mowers too. We sincerely understand this is a frustrating experience for the customer, but a 4 week wait time is pretty standard among dealerships across the country in the beginning of cutting season. These independent dealers work on them as fast as they can. Thank you,

Consumer

Response:

Review: Bought a power bagger and it keeps plugging up. Have had it at the dealer multiple times and have tried everything from belts to blades to pulleys still plugging up also plugged up for the dealer who has bent over backwards for me. Paid $1000 for something that is sitting in my shed collecting dustDesired Settlement: Don't want the system

Business

Response:

Mr. [redacted] had contacted Ariens Company initially October of 2015 in regards to his bagger not functioning as expected. At that point Ariens Company was in contact with both Mr. [redacted] and the dealer, Wagner Truck Equipment. When speaking with the dealer we attempted to trouble shoot this issue. The dealer was going to pull the machine back in for inspection and provide pictures of the issue. The pictures were received on our end and do not show any further correspondence between any parties after 6/10/2015 until this Revdex.com notification. An Ariens Company product support leader contacted Wagner Truck Equipment today, 5/18/2016, and it was decided to make the change on Mr. [redacted]’s unit from a vertical blower to a commercial horizontal blower to elevate the bagger issue . Parts have been ordered and will be shipped to the dealer at no expense to Mr. [redacted]. The dealer was contacting Mr. [redacted] to make arrangements for the repair.

Don't EVER buy a lawn mower from this company, I bought one emailed them to let them know what the problem with the mower was and all that they did was pass the buck and said contact the engine manufacturer. I bought this mower from their company not the engine manufacturer they should be the ones contacting the engine manufacturer. BEWARE

Review: In August of 2011 I found myself in need of a riding mower. I decided on an online offer at [redacted]. The mower I purchased was an Ariens 46" hydro tractor. The mower took over a month to deliver by freight and when it arrived some important parts where missing including an ignition key. Three weeks later [redacted] had the missing parts delivered. In May of 2013 while mowing my property the mower backfired and a large plume of white and black smoke came out of the exhaust. The mower would no longer run after that. All fluids had been checked before each use and were fine that day. I called [redacted] and was told to call Ariens as the mower is under a two year warranty. Ariens told me to take the mower to an authorized dealer in Milwaukie Or. called [redacted] told me to bring the mower in but it would be four weeks before they could look at it. I got the mower back around the first week of July 2013. I arrived home with the mower to mow a badly overgrown property and the mower again backfired and more smoke, and the mower no longer would run. [redacted] told me to bring it back ( round trip is 100 miles) and they would look at it again. I finally got the mower back twords the end of July 2013, but I had to leave the gas cap loose in order for it to run. The mower made it's last trip around my property on the last week of August of 2013 and has not run since. My limited warranty has expired, and Ariens still say's to contact [redacted]. I spoke with a mechanic at [redacted] in Sept. as he needed the serial number from to motor. I emailed [redacted] over a week ago and no contact. Ariens and [redacted] were trying to get [redacted] involved in the matter. Now I feel as though I have been set adrift by all parties. I feel that I have a legitimate consumer complaint on this mowers short life. Thank youDesired Settlement: Replacement or refund

Business

Response:

Hello [redacted]-

Review: I have a 2-year limited warranty on my lawn mower from Ariens. I bought the lawnmover in March of 2013 From [redacted] in Lynchburg VA. A simple ignition switch costing around 25-30 dollars has gone bad on my mower. I called Ariens to have it replaced under the supposed 2-year warranty. They are requiring I send in the Mower to a location approximately 30 miles away. They will not allow me to take my receipt into the parts store or have it delivered.

I recognize two specific sections from the warranty:

2. Transportaion charges for the movement of any power equipment unit or attachment are the responsibility of the purchaser...

7. In the event you have a claim under this Warranty, you must return the product to an authorized service dealer.

I quote these specifically because the Warranty specifically states "any power equipment unit or attachment" and then states "you must return the product." It does not state anywhere I must return the entire mower for every item that may malfunction.

I intend to pursue this to the fullest extent of the law practicable. I will not pay an authorized service over 100$ to retrieve my equipment for this issue for a 25-30$ item.Desired Settlement: I want my ignition switch replaced at not cost to me. There is absolutely no reason why the entire mower must be transported such a long distance for a simple ignition switch I can replace myself. I intend to involve my attorney if this matter is not resolved.

Business

Response:

On the same day this letter came in, the customer called and spoke to our [redacted] sent the consumer the part at no charge, and stated the consumer was happy with this, and that no further action was necessary. The order number is [redacted].

Consumer

Response:

[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.]

It is of note that it took my stating that I had filed the Revdex.com complaint and quoting the warranty before Ariens decided on the 4th call into the company to send this replacement part. It should not have taken over two hours of my day to complete such a simple task; however, I am satisfied with the outcome overall.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I purchased an ariens mower with snowblower attachment that from day one did not operate appropriately. I've contacted the sales person and the manufacturer (who redirected me to the salesperson). When I reconnected with the sales person I was told that ariens "shared what I had told them (which is fine), and told the sales person that he no longer needed to deal with me." I still have a mower that I am unsatisfied with and now have no dealer to help. I'm so disappointed and would just like to return the unit.Desired Settlement: If it can't be made to operate correctly I just don't want it.

Business

Response:

Mr. [redacted] contacted our company for the first time on 12/29/15 asking for assistance because his tractor with the snow blower attachment frequently would stop working. Mr. [redacted] was working with [redacted] at [redacted] Hardware, because we cannot see the product over the phone, we depend on our dealer network for this support. [redacted] contacted our Technical support team again on 1/4/16 and we suggested he speak with [redacted] and encouraged him to call us back if he or [redacted] had questions. On 2/1/16 a negative social media post was published by Mr. [redacted] and at that time we attempted to reach him via phone and the call was disconnected. On 2/22/16 we contacted the dealer to gain a better understanding of the situation. On 2/23/16 we emailed Mr. [redacted] to follow up on any outstanding questions or concerns. Mr. [redacted] did respond on the 23rd and indicated that [redacted] could not resolve his issue and he was frustrated that he was stuck with an insufficient machine and he wanted his money back. As per our warranty policy we diagnose and repair through our dealer network. On 2/24/16 we emailed Mr. [redacted] and offered to work with both himself and [redacted] to get to the root of the problem and to come to a resolution on the performance of this machine. We did not hear back from Mr. [redacted] after that point. Tell us why here...

Consumer

Response:

Review: My husband bought this mower for me due to the light weight design and the easy one wheel height adjustment. We cut the front yard for the FIRST time of using the mower no problems, went to cut the back yard and half way through the lawnmower locked up and every time the self propelled was engaged the mower wouldn't go and killed. We brought the mower back to the pl[redacted] of purchase [redacted] in [redacted] only to be told the belt that controlled the self propelled function had broke and they would have to order one. This took almost two weeks to get the part in and fix it, mower was only one month old! When we got the mower back we looked at the housing that the belt was in and discovered that there was a small square opening at the top of the compartment which allowed all grass clippings and such things to enter and clog up the belt area; especially while mulching. We also noticed that the plate that granted access to the belts was held on by one sheet metal screw that upon removing a few times would strip out and not hold plate on, and I only mention this for future reference in the complaint. We got the mower back and after two more uses we noticed the mower starting to surge, die down and eventually shut off and re-starting the mower then became impossible!!! We took it back down to [redacted] where they told us without looking at the mower that we had water in the gas. We brought it back home and drained the bowl, no water. We then drained the tank, no water, now mind you this is the same non ethanol gas we have been running our blower, weed eater and generator with and had no problems with ANY of them. We brought it back to [redacted] for the third time we were then told without even looking at the mower again that it was trash in the carburetor, and they ordered a carburetor kit; so another week in the shop. Got the mower back tried to cut and AGAIN the mower started surging, dying down and killed, we were livid!!! We brought it back to [redacted], fourth time, and they kept it again almost a week and told us that they had discovered a flaw in some temp setting in the exhaust, but when we got mower back it finally did run. We then were able to cut the grass for about a couple of weeks or so and then boom the self propelled locked up and the mower killed. They looked at it, fifth time now and discovered a very small stick the size of a blade of grass had gotten in the housing of the belt and had knocked the belt off of the pulley, again due to the poor design of the belt compartment. We drove back again picked up the mower and was able to cut for another couple of weeks or so, and while cutting the back yard a horrific sound came from the mower and low and behold the plate covering the housing for the belts had fallen off and got caught all up in the blades totally destroying it! My husband is now working six 12's for a turnaround at the plant; so I brought the plate up to [redacted], we are on our sixth time now, and ask them what I should do? They didn't really know what to tell me. I asked if I should finish cutting the grass, would it void my warranty and they said no. I asked if any recalls or any information had been given in regards to this mower, and again they didn't know anything. They didn't offer any information as to what I should do they didn't even call [redacted] or consult them. My husband went by after work to see what they wanted to do about mower and they hadn't even ordered the repl[redacted]ment plate for the belt compartment. I used to enjoy cutting the yard for which I usually have a very beautiful yard, but now I feel that I'm gonna have a nervous breakdown every time I have to think about cutting it wondering how long the mower will last... I have read reviews regarding this mower and it does seem that overall people are having a problem with this belt assembly, and one guy was on his third belt in a year! I have called [redacted] and my husband has emailed them explaining our situation and they only direct us to [redacted] our tell us to bring it to another repair location. This will not fix the defect!!!! We asked [redacted] for a refund only a little after 30 days of purchase and they denied us. We take care of our lawn equipment and we owned an Arien's mower prior to this one and never had ANY of these problems. This mower was not the most expensive, but it wasn't by far the cheapest at $439.00 and with the performance that we have gotten out of it I wish we would have just bought a cheap one. We work hard for our money, and to just take a loss is not an option..Desired Settlement: I see no other alternative than to issue a refund of mower. I don't see how you can fix the belt assembly, and frankly I just don't have any faith in [redacted] products anymore....

Business

Response:

This morning, myself, along with our [redacted], spoke to [redacted] at [redacted]’s [redacted], where the unit currently is located. Everything the customer stated to this point is true. There has been no cost to the end-user, as we have covered parts and labor under warranty. The Ariens Company has designed a kit to help guidance of the belt, which was installed on July 8th. However, the dealer did not tighten the cable on the idler arm, which we have now instructed, and hope this will be the permanent fix. Up to this point, the dealer had not consulted [redacted] for education in this matter. We hope this adjustment will finally fix the belt problem with this machine.

Consumer

Response:

On Mon, Oct 6, 2014 at 7:43 AM, [redacted] wrote:[redacted]

Got this snow blower before last winter and was assembled and delivered by local Arien service company. They said I needed to buy a gas additive from them because of the ethanol in the gas that is sold in this area. I followed there instructions & used it successfully last year (used it 3 times). I made sure the tank was empty by running it until it shut off before putting it away for the summer. This year I added fresh gas with the additive & it will not start. I spoke with the service company and they said there must have been some gas left in the engine & that my warranty is now void and I would have to pay nearly $400 to have it repaired. This is such a scam since my previous snow blower never needed additive nor did I have to drain the old gas out before storing it & it started every year for 8 years. Worst thing of all is all of my attempts to contact the manufacturer have failed. I left numerous messages and not one call back. I find it strange that I cannot get a live person to talk to.

With all the snow that we have gotten this year in the NYC area my 100 foot driveway, which is still mostly covered in snow and ice, will probably not be accessible for another month. So even if I would consider getting this snow blower repaired, I cannot, since it is buried near the back of the driveway.

I purchased my snowblower at Ottawa Good time Centre. Got a great deal, great service and as a bonus got the extend warranty. Been using the snowblower and it works like a charm. Got use to it really fast. It picks up snow cleanly and throws it as far as needed. Gfeat buy

Review: I recently purchased a $4000 36" prowalk mower and have used it very little. The mower is covered with a "warranty", has less than 15 hours on it, and I haven't even made my first payment on it, its so new. I had a spindle break last week from something possibly brushing against it!? The dealer I bought it from told me that the warranty will not cover the fix due to it being an "impact fracture", but in my opinion it very well should be covered under warranty seeing that it is a fully commercial grade mower and should certainly be able to handle a lot. The cost of repairs without the warranty for the 1 small spindle is up to $400. I am not going to pay that and I will do all that I have to for this to get resolved. Ariens customer service did not help one bit. A piece of the mower that is exposed to so much, such as the spindles, should not be as fragile as this. Im not sure if my mower just happened to have a weaker spindle than normal or what, but regardless, its unacceptable.Desired Settlement: I want this part and repair to be fully covered under the warranty and not cost me anything. If Ariens Co. doesnt care to help their customers out fkr matters like this, then I will do business elsewhere and be sure to tell friends and family the same.

Business

Response:

Per page 30 of the owner’s manual, Ariens Company warrants to the original purchaser that Ariens, Gravely and Countax brand products purchased on or after 1/1/2013 and designated or labeled commercial products by Ariens Company will be free from defects in material or workmanship for the time period noted. The consumer acknowledged he “brushed” up against something causing the spindle to break. This is not a defect, rather something caused from when the operator struck something he shouldn’t have, which is again why this is not covered under warranty. This was verified by an authorized Ariens Company dealer.

Business

Response:

The dealers are our eyes and ears in the field. The feedback they provided is what I based my facts off of. Fact of the matter is, if any part of these spindles were as poorly constructed as the customer claims, we would have many reports of premature failures, which we don’t. We will be sticking to our warranty statement and not be able to accommodate the customer’s request.

Consumer

Response: