[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is some what satisfactory to me. Thanks for starting the warranty for the new engine. About the labor/shipping charges, the unit went out of warranty on the 6th of March, the shop was contacted on the 2nd of march concerning the issue, and the parts were ordered. We have already paid for these charges and do not think this is right, but will accept the warranty on the new engine and will just do without owning another Briggs engine. All of this should have been taken care of from the beginning and should not have needed all this. Thanks for your time.
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and find that this resolution is satisfactory to me. I just heard back from Briggs & Stratton they offered me an extra year warranty and they're mailing me a $250 refund towards the $750 I spent on the lawn mower so I accepted that as it's better than nothing thank you for your help
Regards,
[redacted]
Mower was taken into warranty dealer for not starting issue, dealer determined a part was missing from the carburetor which was present at the time of purchase (verified by the customer, engine ran for 4 months and it would not have started without the missing part). This is not a...
manufacturing defect therefore warranty repair was declined.
Engine was inspected and there were no manufacturing defects found, this was not a warranty repair. The engine is being replaced as a goodwill concession to the customer. This was explained to the customer and the customer agreed to cover the labor cost. This offer was verified with the authorized service dealer. No additional concessions will be offered at this time.
The customer was unable to provide a copy of the paid invoice. Briggs received a copy of the invoice from the dealer on 16 October 2015A check request for the customer has been submitted and is in process with Briggs accounting.
A Briggs & Stratton Standby generator specialist contacted the customer and provided the correct information. The customer will work with the local dealer moving forward.
[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.]
Revdex.com:
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,
[redacted]
[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.]
Revdex.com:
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,
[redacted]
Briggs & Stratton authorized a complete diagnostic of the engine. A Briggs & Stratton Technician reviewed the findings. Dirt ingestion was found throughout the engine, the filter was not installed properly, the sides of the filter base and filter itself are very dirty. The cylinder is very gray from dirt ingestion which will cause the engine to use a lot of oil but not necessarily smoke. Oil in the crankcase is very thick and dirty. These are maintenance issues and not warranty repairs.
As discussed with Mr. [redacted], the warranty on this engine is 2 years from the date of purchase by the first retail customer and covers against manufacturing defects and /or workmanship of the engine. It does not cover damage caused by improper use or abuse, improper maintenance or repair, normal wear and tear, or stale or unapproved fuel. We have reviewed all correspondence between the customer and Briggs & Stratton agents. To confirm what the customer was told: we do not automatically deny warranty repairs the day after the warranty expires. However, a premature failure would have to be present within a reasonable length of time from the expiration of the warranty time frame. This is a 12 year old engine, 10 years outside of the warranty time frame and no longer eligible for any out of warranty consideration. Based on the initial conversation with a Briggs & Stratton agent, the customer was mistakenly referred to a local dealer and we will be happy to reimburse the $30.00 diagnostic fee the dealer charged the customer.
[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.]
Revdex.com:
I accept the goodwill response of the business only as it is in strict relation to the last repair of the mower in which the business did not pay for originally. However, this does not satisfy my original complaint in its totality. I am still left with a product that will fail again as it has already done. What is satisfactory to me is the replacement of that mower product. I reserve the right to file another complaint when this product fails again. However, this partial resolution of my complaint will be acceptable for me to suspend my efforts in relation to this particular complaint.
Briggs & Stratton warranty covers this engine for 2 years from the date of purchase for manufacturing defects in material or workmanship. It does not cover fuel or maintenance related issues. The customer has been advised to take the engine into an authorized Briggs & Stratton...
warranty dealer for a diagnostic to determine cause of failure. A service dealer within a few miles of the customer's address was contacted by Briggs & Stratton and confirmed that they have the facilities to accommodate the large trail mower. The customer will be advised of the cause of failure after the completion of the engine diagnostic.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]we really just do not feel an extended warranty is sufficient. We really would like to just get her money back. I talk to the dealer in Bloomfield that has been working on this mower in the past and he said this problem is across the board and that they are going to quit caring simplicity for this very reason. This has went on for almost 3 years and would just like to get our money back. I took the mower back to that dealer yesterday and we just like for Briggs & Stratton to send me a check for my money invested and they can have the mower back.
We are trying to contact the customer via the telephone number on the case and in our records, neither number allows us to contact the customer. I have sent the customer my direct contact information so that we may try to resolve his issues.Regards,[redacted]Direct line: ###-###-####
Carburetor cleaning is a fuel related issue and not a manufacturing defect. Briggs & Stratton will reimburse customer for this repair as a customer courtesy.
[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.]
Revdex.com:
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,
[redacted]
[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.]
Revdex.com:
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,
[redacted] ADDENDUM: Two pieces of information I did not have at the time of the original complaint: The engine family is [redacted] and the Serial Number is [redacted]. This engine was installed on a Toro Model 20334 self-propelled lawn mower (with electric start). The S/N on the mower itself is [redacted].In order to gain a better feel for what's going on mechanically and/or electrically with this engine, I also invite you to contact the service technician at [redacted] in [redacted]. His name is Lloyd, and the store's telephone number is: ###-###-####. All I know for certain is that Lloyd has been working on this engine on and off since June 2, and he seems to be totally exasperated.Thank you for your 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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is some what satisfactory to me. Thanks for starting the warranty for the new engine. About the labor/shipping charges, the unit went out of warranty on the 6th of March, the shop was contacted on the 2nd of march concerning the issue, and the parts were ordered. We have already paid for these charges and do not think this is right, but will accept the warranty on the new engine and will just do without owning another Briggs engine. All of this should have been taken care of from the beginning and should not have needed all this. Thanks for your time.
Regards,
[redacted]
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and find that this resolution is satisfactory to me. I just heard back from Briggs & Stratton they offered me an extra year warranty and they're mailing me a $250 refund towards the $750 I spent on the lawn mower so I accepted that as it's better than nothing thank you for your help
Regards,
[redacted]
Mower was taken into warranty dealer for not starting issue, dealer determined a part was missing from the carburetor which was present at the time of purchase (verified by the customer, engine ran for 4 months and it would not have started without the missing part). This is not a...
manufacturing defect therefore warranty repair was declined.
Engine was inspected and there were no manufacturing defects found, this was not a warranty repair. The engine is being replaced as a goodwill concession to the customer. This was explained to the customer and the customer agreed to cover the labor cost. This offer was verified with the authorized service dealer. No additional concessions will be offered at this time.
The customer was unable to provide a copy of the paid invoice. Briggs received a copy of the invoice from the dealer on 16 October 2015A check request for the customer has been submitted and is in process with Briggs accounting.
A Briggs & Stratton Standby generator specialist contacted the customer and provided the correct information. The customer will work with the local dealer moving forward.
[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.]
Revdex.com:
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,
[redacted]
[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.]
Revdex.com:
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,
[redacted]
Briggs & Stratton authorized a complete diagnostic of the engine. A Briggs & Stratton Technician reviewed the findings. Dirt ingestion was found throughout the engine, the filter was not installed properly, the sides of the filter base and filter itself are very dirty. The cylinder is very gray from dirt ingestion which will cause the engine to use a lot of oil but not necessarily smoke. Oil in the crankcase is very thick and dirty. These are maintenance issues and not warranty repairs.
As discussed with Mr. [redacted], the warranty on this engine is 2 years from the date of purchase by the first retail customer and covers against manufacturing defects and /or workmanship of the engine. It does not cover damage caused by improper use or abuse, improper maintenance or repair, normal wear and tear, or stale or unapproved fuel. We have reviewed all correspondence between the customer and Briggs & Stratton agents. To confirm what the customer was told: we do not automatically deny warranty repairs the day after the warranty expires. However, a premature failure would have to be present within a reasonable length of time from the expiration of the warranty time frame. This is a 12 year old engine, 10 years outside of the warranty time frame and no longer eligible for any out of warranty consideration. Based on the initial conversation with a Briggs & Stratton agent, the customer was mistakenly referred to a local dealer and we will be happy to reimburse the $30.00 diagnostic fee the dealer charged the customer.
Reimbursing recent carburetor cleaning as good will concession to the customer
[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.]
Revdex.com:
I accept the goodwill response of the business only as it is in strict relation to the last repair of the mower in which the business did not pay for originally. However, this does not satisfy my original complaint in its totality. I am still left with a product that will fail again as it has already done. What is satisfactory to me is the replacement of that mower product. I reserve the right to file another complaint when this product fails again. However, this partial resolution of my complaint will be acceptable for me to suspend my efforts in relation to this particular complaint.
Briggs & Stratton warranty covers this engine for 2 years from the date of purchase for manufacturing defects in material or workmanship. It does not cover fuel or maintenance related issues. The customer has been advised to take the engine into an authorized Briggs & Stratton...
warranty dealer for a diagnostic to determine cause of failure. A service dealer within a few miles of the customer's address was contacted by Briggs & Stratton and confirmed that they have the facilities to accommodate the large trail mower. The customer will be advised of the cause of failure after the completion of the engine diagnostic.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]we really just do not feel an extended warranty is sufficient. We really would like to just get her money back. I talk to the dealer in Bloomfield that has been working on this mower in the past and he said this problem is across the board and that they are going to quit caring simplicity for this very reason. This has went on for almost 3 years and would just like to get our money back. I took the mower back to that dealer yesterday and we just like for Briggs & Stratton to send me a check for my money invested and they can have the mower back.
The customer was contacted, the original part was not ordered from Briggs & Stratton, replacement part sent as good will gesture
We are trying to contact the customer via the telephone number on the case and in our records, neither number allows us to contact the customer. I have sent the customer my direct contact information so that we may try to resolve his issues.Regards,[redacted]Direct line: ###-###-####
Carburetor cleaning is a fuel related issue and not a manufacturing defect. Briggs & Stratton will reimburse customer for this repair as a customer courtesy.
[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.]
Revdex.com:
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,
[redacted]
Lowe's will be offering the customer full credit towards purchase of new unit
[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.]
Revdex.com:
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,
[redacted] ADDENDUM: Two pieces of information I did not have at the time of the original complaint: The engine family is [redacted] and the Serial Number is [redacted]. This engine was installed on a Toro Model 20334 self-propelled lawn mower (with electric start). The S/N on the mower itself is [redacted].In order to gain a better feel for what's going on mechanically and/or electrically with this engine, I also invite you to contact the service technician at [redacted] in [redacted]. His name is Lloyd, and the store's telephone number is: ###-###-####. All I know for certain is that Lloyd has been working on this engine on and off since June 2, and he seems to be totally exasperated.Thank you for your response.