Briggs & Stratton Corporation

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 On Sat, Dec 20, at 1:PM, [redacted] *** [redacted] wrote:I do not accept this resolution as it should be covered under warrantythe oil pump failed and caused the failure of the enginemy only resort now is to pursue legal actionThanks for your assistance Revdex.com Regards, [redacted] ***

We are sorry to hear of the issue with your unitYour unit comes with a warranty to repair any defect in material and or workmanshipPlease have the unit checked out by your local service center Warranty will run out this year and I will be stuck with a mower that is in the shop about every two weeksWith another issue if it's not the sterring it will be something else !!!!

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,
*** ***

This case has been successfully resolved.Regards,*** ***Direct Telephone: ***

The customer has been contacted A goodwill offer was extended and accepted.Regards,*** ***Direct line: ###-###-####

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.
On Sat, Dec 20, 2014 at 1:09 PM, [redacted] [redacted] wrote:I do not accept this resolution as it should be covered under warranty. the oil pump failed and caused the failure of the engine. my only resort now is to pursue legal action. Thanks for your assistance Revdex.com. 
Regards,
[redacted]

The customer has been contacted and advised to take into an authorized service provider.  He was provided with my direct contact information.  Once we have a diagnostic, we will evaluate how to proceed.Regards,[redacted]Telephone:  ###-###-####

This engine was sent into us for a further investigation under the Questionable Dispute Process.  It was broken down and pictures were taken.   Attached is a copy of the findings and the denial letter sent to the customer.  There were no manufacture defects found, so no warranty...

applies.  We are considering this case as closed.Regards,[redacted]Direct line:  ###-###-####

We are sorry to hear of the issue with your unit. Your unit comes with a warranty to repair any defect in material and or workmanship. Please have the unit checked out by your local service center.  Warranty will run out this year and I will be stuck with a mower that is in the shop about every...

two weeks. With another issue if it's not the sterring it will be something else !!!!

Review: On March 4, 2013 I purchased a new engine [redacted] which stated it has a 2 year warranty. My engine began running very rough and consuming large amounts of oil. On 4/3/14 I brought the machine in for warranty service. At the time the engine was still in running condition. I left my machine at the authorized repair shop for 4 weeks during this time the dealer told me that time after time Briggs kept sending him back to search for a reason for failure. There was not a clear cause because my machine was very well cared for. So for Briggs it was not just a cut and dry deny the claim, they kept going back to search for something. At the end of the 4 weeks I was informed that the cause for engine failure was due to the air filter allowing debris into the chamber. This was determined by photos taken by the dealer and sent to the distributor. If this was the case why did it take 4 weeks for come to this conclusion? I tell you why, because this is not the cause for failure.

I have a copy of communications between the dealer to the distributor which state. Distributor " is the air filter damaged? it looks like the pleats are collapsed? Have they been taking it to clean it? is it a B&S filter" Dealer response " yes it is a briggs filter, No Damage to the filter, the pleats are glued and look the same as the new filter I compared it too. I'd be happy to forward this emailed copy of the communication between dealer and dist.

On April 30 my once still running engine was returned to me completely torn apart thrown into a box like a pile of garbage, soaked with rain water. I have photos of this as well. At the time I was given a bill for 106.35

I have also found several claims made online regarding the quality of this engine with its poor design of its air filtration system.

Please let me know if you would like photos to view how my once running engine was treated and returned to me and or the forwarded emails from the dealer with his communication to the distributorDesired Settlement: I am requesting that I receive compensation for my out of pocket expenses, the new engine $750, authorized dealers charges $106.35 and 2 hours labor to install new engine $140 for a total of $996.35. If we can not come to an agreement to settle this through the Revdex.com. I will have no choice but to pursue this in court. As this is a clear failure to honor warranty case.

Business

Response:

On 4/29/14, one of our Customer Service Specialists offered the customer to have the engine sent back to the factory for further evaluation (at our expense), so that we may personally evaluate the engine. This is the next step in a disputed warranty process, and in order to move forward, we would need to be complete this step. We are willing to uphold this offer.

Review: I BOUGHT A HUSTLER SPORT MOWER A COUPLE OF YEARS AGO. ALL WAS WELL UNTIL I STARTED SEEING OIL LEAKING FROM THE FUEL PUMP AREA. THE MOWER STARTING LOSING POWER AND CUTTING OFF AT RANDOMS TIMES. TOOK IT TO THE SHOP IN WHICH I PURCHASED IT AND OF COURSE OUT OF WARRANTY. COME TO FIND A ON THE 21HP INTEK MODEL BRIGGS AND STRATTON A BLOWN HEAD GASKET!!! I LOOKED ON THE INTERNET AND IT IS A COMMON PROBLEM WITH THIS SERIES OF ENGINES. I GOT A REPLACEMENT ENGINE SAME TYPE AND PAID $500 FOR A NEW ONE. ALL WAS WELL RUNNING FINE UNTIL I STARTING SEEING A SOOT TYPE OIL ON THE MOWER. CHECKED THE OIL LEVEL LOW, PUT SOME IN IT STARTING MOWER THE YARD AND LOST ALL POWER STARTED SMOKING AND OIL LEAKING FROM THE FUEL PUMP SAME PLACE A BEFORE. TOOK IT TO THE SHOP STILL UNDER WARRANTY SO GETTING IT FIXED AGAIN. NOT ASKING FOR A NEW MOWER OR ANYTHING JUST A NEW ENGINE THAT WORKS WITHOUT HAVING TO WORRY ABOUT GOING TO THE SHOP EVERY MOWING SEASON AND SPENDING HUNDREDS OF DOLLARS WHEN ITS OUT OF WARRANTY.Desired Settlement: I WOULD LIKE A REFUND OR A BETTER LINE OF ENGINE THAT WORKS WITHOUT PROBLEMS

Business

Response:

We are working with the Customer and Dealer to see if we can reach an amicable solution. We will advise on resolve.[redacted]

Review: After a significant basement flooding in late 2014 I purchased a brand new Automatic 7Kw outdoor Briggs and Stratton generator from Murrays Sharpening & Tool Repair Service at 1190 2nd Ave E, Owen Sound, ON, (519) 376-2495, on April 25, 2014 and had it installed by a preofessional electrician. Shortly after it was installed, perhaps 1 - 2months, the light indicator on the panel signalled "low voltage" and it wouldn't start for it's routine weekly test runs. I repeatedly called Murray's to get it repaired. They eventually came out weeks later (I believe about a month or more later) and "repaired" it. It reportedly needed a new circuit board but not to worry as the repair was covered under warranty.

The generator again failed to start less than 6 months after it's purchase. I again called Murray's and again waited several weeks before they came out. This time I understand it needed a new battery. This was again dealt with under warranty. At no time was I ever given a clear verbal or written report of the problems as they occurred.

I believe there may have been another problem later that year but I can't recall the details. In early August of 2015 the light indicator signalled a new problem: "engine failed to start". I opted to call Brigg's and Stratton directly on August 3, 2015 and spoke with [redacted].He claimed they had not received any prior complaints againstthis device, which makes no sense since they obviously paid for the various repairs up until this point. I requested a replacement which was denied. I indicated that if I had another basement flooding because of the generator failing I would take legal action against Brigg's and Stratton. He advised me to contact either of their two certified local repair companies - either Murray's or [redacted] Lawn and Power. Given the poor customer service fromMurray's I opted to call [redacted]. They explain they no longer service generators. I called Murrays but got no response for several weeks. I called back Briggs and Stratton in October, 2015 and spoke to another man, Mike. He said he would get in touch with Murrays and have them repair it as it was still under warranty. Murray's came sometime in November and repaired it without my knowledge. I had to call Murray's when I noticed the light was no longer flashing to confirm this. They were reluctant to say what exactly was wrong this time with the device. THe generator was completely nonfunctional fro early August until it was fixed in late November, 2015!!

There was a new problem with the device in late March. The light indicator signalled: "Engine overspeed" and was again no longer starting. I called B & S and spoke with a woman, Tracey on April 1, 2016. She said she would get someone to come over. I asked her for an email of all the complaints I have had for the device to date. However, refused to forward me any information. I was called back by Mike on April 4, 2016. I indicated my desire to have the device replaced as the warranty ran out on April 25, 2016. I also asked him for an email record of all the complaints I've had for the device and all the various problems leading to nodysfunction to date. He declined a replacement or sending a record of the complaints. Murrays evidently came by to repair the device 2 weeks later as they left the box for the repair part at my front door. I called Murrays for the third time and asked for a record of all the complaints I have had for the device to date, since they did all the repairs. They only sent me records of the last two repairs in the mail, which I recieved yesterday.

The device is no longer under warranty and I obviously do not have a reliable service option when it breaks down again. I purchased this device in good faith in an effort to prevent another basement flooding howver I live in an area with frquent power outgages and I obviously cannot trust this new device to perform, given the multitude of unrelated problems it has had.Desired Settlement: I would like to have the device replaced and the costs for installation covered by B & S. I would also like to know what me legal recourse is should they refuse again.

Business

Response:

offer was extended, customer accepted

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.]

I was called by [redacted] at Briggs and Stratton, on April 29th and offered a replacement of the defective device with an 8kW device. [redacted] refused to tell me his last name. He intially offered me only 1 yr of warranty on the new device, which I rejected. He eventually agreed to give me two years of warranty. I also insisted he cover the cost of installing the new device which he agreed to do. He asked if I would be OK with Murray's installing the device. I said I would if they completed the process within a month, given their history of protracted delays in dealing with a complaint. Of note, there were no other local options for companies that install their products.[redacted] called me back on May 2, 2016 to confirm that they are waiting on Murrays to get back to them with an installation date.With these details clarified, I can now say that 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: Briggs said apply for out of warranty defective parts on unit application, consideration: We had Mr. [redacted] comply to them. He picked up unit, tore it down and they have not responded back to follow up. Unit has had issue after issue, since installment. An has "54" hours total use - suppose to run 20 min ea week to charge battery & check unit. We bought it to be assured power an have only had headaches.

Enclosed is paper work that will be helpful.Desired Settlement: Just follow up on there "word" an fix an return generator, so Mr. [redacted] can be at ease knowing if power goes off he can relye on propane genr to run.

Business

Response:

We were finally able to reach the dealer involved in this repair and will be in constant communication with him until this is resolved.

I will update upon completion.

Review: 5/18/2015 I purchased a 66" 19HP Briggs and Stratton Electric Start Finish-Cut Trail Mower from Home Depot. Within one month 3 belts had sheared and broke. Swisher replaced the belts. Now 10 months later after only using the mower 10 times the engine shot gas out of the intake while cranking it to start it and oil out the other side. The crankcase/engine is now filled with gas. Gas is in the oil. 4/25/2015 I contacted Home Depot who states it has a 1 yr manufacturer warranty (Briggs and Stratton and Swisher). They cannot replace or repair. 4/25/2015 I contacted Swisher they stated since it was the engine it is Briggs and Strattons responsibility to repair or replace. 4/25/2015 I contacted Swisher who told me I had to contact an authorized dealer. I contacted 10 authorized dealers somewhat close to me and was told we only work on our products, the mower is too big to get through the doors and we cannot work on a mower of that capacity, (2) would not answer phone line and the other 2 stated it would be approximately 40 days, which by the time I even get the product in to have it looked at it is out of warranty. Briggs and Stratton only has a general customer service line and the simply refer you to the dealers in your area. I was told it was my problem when I called a second time to let them know I could not even get it in to have someone look at it. I requested they either get someone out to repair it or replace the engine. I was told that was not going to happen. The will not honor the 1 year engine warranty on an obviously defective engine. I spent $2,155.67 for a lawn mower that the engine is defective and Briggs & Stratton refuse to help me get it replaced or repaired! Meanwhile I have 6 acres of grass that I cannot mow due to the fact I cannot afford to go out & spend another almost $2200.00 on a mower. An engine should last well over 3 or more years without any problems at all unless it is defective! Briggs & Stratton guarantee and customer service is horrible. I spent over 8 hours on the phone on 4/25/2015 and another 5 hours on 4/26/15 trying to resolve this matter and I am still at square one. No further than when I began in getting this issue resolved!Desired Settlement: Replace the engine or the entire mower. The mower has been defective since 6/23/2015. It is only 11 months old and should be replaced due to defects and workmanship!

Business

Response:

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.

Consumer

Response:

Review: I bought one of the nicer more expensive Troy Built Mowers in October 2015. I only used it approximately 6-8 times when it exploded in my front yard. My aunt ran out and saw the oil pouring out from the mower. We drained the fuel and took it to [redacted] in [redacted] per manufacture request. I told the man there that the oil poured out when it exploded (Several Metal Pieces Everywhere in my yard) I showed a picture of the oil bottle I used it from which was recommended for that specific mower. (Picture still in phone from that day). I was told he was 4 weeks out and would have to take it apart before I would know anything. Weeks later I received a phone call from a [redacted] at [redacted]. She said it was a rod that broke and it should be covered under warranty. She was then calling Briggs & Stratton. She then called me back and said, because there was no oil in the mower, it was not covered. I explained to her AGAIN that the oil drained out when it exploded. She said, "Oh I thought you said you drained it"? I told her no, we drained the fuel only. She said she was calling Briggs & Stratton back with the correct information. She again called me and said because there were metal shavings and wear marks from no oil, they would not honor the warranty. I have ALWAYS checked my oil. It never once went past the hash marks. Everyone knows my OCD and how I take care of my 2 dirt bikes, 2 jet skis, 1 street bike, etc. I have been mowing yards since I was young and I know how to check the oil. I have never once had a problem with any of my mowers. I am a Army Veteran also, and anytime we weren't training, we were cutting grass, checking our vehicles in the motor pool. My mower HAD OIL. [redacted] in Talent could not seem to get any of there information right from day one. Even my paperwork from them shows my mower as a Toro, Not a Troy Built Briggs 7 Stratton.Desired Settlement: I just want my lawn mower replaced with the one I had and my $20.00 back. I had to pay $20.00 to retrieve it from [redacted], and it was filthy and in pieces. Worst service ever.

Business

Response:

This was not a warrantable repair. Customer has not responded to several attempts at contact

Business

Response:

3 voicemail messages were left on ###-###-####, the number listed in the original Revdex.com inquiry, the customer has not respondedThe engine has been inspected, no manufacturing defects were found, this is not a warrantable repair

Consumer

Response:

Review: Purchased new Toro Recycler mower for $400 at Home Depot April 2014. Mower lasted about 3 months and died. I returned it to Home Depot and got a new one. The new mower ended up in the shop during the fall of 2014 and they fixed. I live in Ohio, so the mower is not used year round. I used the following spring 2015 and the mower died twice and went to the shop two different times in 2015. On the second occasion I checked the oil, which was filled appropriately, and filled with gas. I mowed for about 20 minutes and the mower stopped working. When my husband got home, he checked the oil and gas (all which were at the appropriate level) and tried to start the mower about 50 times. The mower would not start, so I took it to the shop again. The shop said the motor was blown and it was junk. The shop manager worked with Briggs and Stratton to get the motor covered under the mower's 3 year "guaranteed to start" warranty but was unsuccessful. Briggs and Stratton said that it was the customer's fault that the mower doesn't work because I "ran the mower without oil" according to Briggs and Stratton, even though the mower had an appropriate amount of oil when it went to the shop.

Briggs and Stratton blames me for blowing the motor. There is nothing normal about checking the oil every 10 minutes during mowing. From April of 2014 to June of 2015 I had 2 brand new Toro mowers, returned a bad mower, and took the other one to the shop 3 times. My previous mower lasted 8 years and still was working when we "upgraded". I purchased this $400 mower because it was rated for a half-acre (I have less lawn than that) and because I believed that Toro and Briggs and Stratton were reputable companies. Blaming the consumer for your faulty equipment is no way to do business.Desired Settlement: I would like my mower to either be replaced, refunded, or repaired to the appropriate working condition of a 14 month old mower.

Business

Response:

We have authorized the Service Dealer to send engine under our expense. We are awaiting the arrival of the engine to our factory for complete inspection, at this time we will determine coverage.Thank you,[redacted]

Review: Purchased home standby generator three months ago. Voltage regulator defective. Called mfg, placed on hold for over an hour, left message, no response. Called local dealers, all booked for 4-6 weeks. Emailed mfg, received generic response advising to call back or go through dealerDesired Settlement: Refund the $90 we paid to order voltage regulator and replaced ourselves.

Business

Response:

offer was extended and accepted by customer

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.]

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: My mower with least than 50 hours of use blew the connector rod through the side of the engine. B&S stated that the unit was ran without oil and that they could not honor the warranty. At evevy usage I have checked the oil and the oil level was never low. The engine was close to the 50 hour suggested first oil change so I changed the oil using B&S oil purchased at Lowes Home Center. I have been maintaining the oil in my lawn equipment since I was 10 years old cutting grass in the neighborhood and until last year have always changed the oil (myself) in my vehicles as well. To suggest that that at under 50 hours of usage an enigine would be using that much oil, from my years of experience, would tell me that the engine would have to be defective from the beginning. I can not be sure if the oil I purchased may have had a viscosity breakdown or what the reson for the failure was but I do no that it was not because I did not maintain the oil level properly.Desired Settlement: I would either like a repair or replacement.

Consumer

Response:

On Tue, 21 Jul at 6:20 AM , [redacted] wrote:Briggs and Stratton is honoring the warranty to repair my mower. (complaint ID # [redacted])

Review: I purchased a Simplicity Broadmoor 20HP lawn tractor with a 52” mower deck in August 2011 from Marv’s True Value in Princeton, MN. I financed this purchase (over $4100) with the Yard Card that Simplicity/Briggs & Stratton used at the time. I don’t have the lawnmower paid off yet and I have had many problems regarding this lawnmower from day one (most recently repairs of $809.31 + $250 in belts)! Some of the repairs that had to be made were: Lift motors replaced, over 10 belts broke (to run the lawnmower which have cost me over $400 in 4 years which I find ridiculous) and two blown head gaskets?? I bought a quality lawnmower (so I thought) so I wouldn’t have any of these issues but unfortunately I have had to deal with these issues and to be without a lawnmower several weeks each Summer being it had to be taken into a Simplicity/Briggs & Stratton authorized service center/dealer otherwise the repairs would not be covered under warranty, etc. (which these repair centers are backed up for weeks fixing lawnmowers). Each time I have had to take the lawnmower in for service/repairs, I had to borrow my neighbor’s lawnmower to mow my lawn which is ridiculous and embarrassing! On average each Summer I have been without my lawnmower about 3-4 weeks per season due to having repairs done to my quality built Simplicity Briggs & Stratton lawnmower. That is absurd! I have done the required maintenance on the lawnmower ever since I bought it new and the result of this is: Over 10 belts used/chewed up/broken (which was due to the idler arm pulleys for the belts were not in the correct position and needed to be adjusted –this was a defect from the manufacture but the repair place couldn’t figure out the problem until after the warranty period had expired so it cost me $226.73 recently). Also two blown head gaskets cost me $582.58 to be repaired recently! I could have purchased two or three cheap throw away lawnmowers from Walmart and had fewer problems for what I have had to pay and continue to pay for this quality built lawnmower from Simplicity Briggs & Stratton! When the lawnmower works, it does a great job but when it doesn’t I am left without a lawnmower for weeks on end and then a huge repair bill that shouldn’t happen! I understand the lawnmower is out of the two year warranty period but the belt issue was within that warranty period and only after it was out of the warranty period (and taking it to another authorized repair shop was the problem found costing me $226.73). I maintained my lawnmower as stated in the owner’s manual and I still ended up with two blown head gaskets ($582.58)!? I feel this lawnmower was a lemon from day one and now I am stuck with it!Desired Settlement: I would like my entire lawnmower replaced or at least reimbursed for my recent repair bills of $1059.31 ($226.73 idler arm pulley/belt issue, $250.00 in belts before they found the actual problem-manufacture defect and $582.58 two blown head gaskets).

Business

Response:

Offer was extended and accepted by customer

Review: I bought a Murray lawnmower and weed eater from [redacted] with [redacted]'s extended warranty. I tried to use this warranty, but they said it is still under factory warranty. So, I called up Briggs and Stratton and I cannot talk to a human. They tell me how to fix it, where a service store is locally, but no choice to return the products or help. This is horrible for consumers. We by products with warranties and then when the product does not work the company will not let you return the product. I had to call through the retailer line to get help. I give them all the important info thinking I will get money back on my purchase but now they keep requesting info until you give up. You have to wait 30 min. to get someone on the phone. It is ridiculous that there are no options for returns.Desired Settlement: $311.53 refunded to replace my cheap equipment in regards to the lawnmower and weed eater. I should have a lawyer and go after suffering too, but I haven't so far. I will continue to work on this matter for years to come. This is a huge injustice and slap in the face to all consumers! -[redacted] ###-###-####

Business

Response:

Contact has been made with the customer and he has been redirected for the weed eater to the correct manufacturer. On the engine issue for the mower, we are presently working with the customer. We have set up getting the unit into service for evaluation at our expense.