Briggs & Stratton Corporation

I bought a brand new Briggs & Stratton lawn mower from my local Walmart. I purchased a BRAND NEW lawn mower so I wouldn't need to deal with the hassle of keeping a used lawn mower running.

I have used this lawn mower only 4 times. The 4th time it ran out of gas half way through mowing and would not start again.

I called Briggs & Stratton the next day and they said they couldn't help me because the model number listed on top of the unit was not the model number....so I would need the serial number. I wasn't home and couldn't look up the serial number. All I wanted was some trouble shooting techniques.

I called back 2 days later when I was home and could look up the numbers they wanted. This guy didn't even care what the model number was. He went straight to the trouble shooting techniques. MAKE UP YOUR MIND!!!!!!! DO YOU NEED THESE NUMBERS WHEN WE CALL OR DON'T YOU?!

He suggested adding an additive or conditioner to the gas because gas with ethanal has a 3 week shelf life. That's a pain but I can deal with that. However, their manual says nothing about needing to do this. I had a house I rented the last couple of years and had a lawn mower provided to me. I didn't need to do this and it ran fine.

Then he's suggesting I need to pull the thing apart and clean the carburetor. I know nothing about engines and don't have the slightest clue what the carburetor is. And the reason I bought a BRAND NEW lawn mower was so I didn't have to deal with this hassle. My other option is to take it to a service center. Again I bought a BRAND NEW one so I didn't have to deal with this hassle. When I told him if I had to try to figure out how to get this lawn mower to fit in my car I was taking it back to the store rather than a service center and his response was "fine, take it back." That is NOT the response I'd expect from a company that cares about customer service.

I'm doing a review because I don't have time to wait for a response from this company to get this situation resolved. I have a lawn that needs to be mowed and I have 90 days from the purchase date to return it to Walmart.

This is the first and last time I'll buy anything with Briggs & Stratton on it.

Review: I purchased a craftsman pressure washer in Jan. 2013 and I have a one year warranty on it. I contacted the number on operations manual to inform them of a faulty part and problem I was experiencing. I spoke with [redacted], who was helpful in this process. She needed receipt so I emailed her info. and she called me back to inform me that since I got a "substantial savings" on my purchase that I would have to buy the faulty part, even though I have a warranty. I have never heard of this practice before. Since when does what you paid for something void a warranty for a faulty part. I plan to call and try to talk to whoever gave her this info. and see about resolving this.Desired Settlement: All I want is the faulty part exchanged for one that operates correctly sent to me so that my pressure washer works the way it is suppose to. I am not asking for anything unreasonable, nor do I expect them to replace anything that is not in working order. I would also hope that someone gets this within the company and realize the negative outcome this type of service has on company. I know if this is not resolved I will never buy anything from them again. I am also an [redacted] and if not corrected, I will tell my story to the other members so that they are aware of this disrespectful conduct.

Business

Response:

After further review of this case we agreed to send the Customer

the accessory parts he is in need of.

One part is currently on back order but we are pushing it through

the system as quikly as possible.

Briggs

& Stratton Answer Center

Review: My husband owns and operates a small business. On May 2, 2016, we places an order through Imperial Industrial Supply company, that was to be filled directly by the manufacture, Briggs and Stratton. On Saturday, May 7, 2016, we received a delivery, but Briggs and Stratton sent a generator, instead of the actual product we ordered. I need this for a contracted job that was scheduled to commence on Monday, May 9, 2016. Since I've contacted both the supply company that I placed the order with AND Briggs and Stratton numerous times, I have been given nothing but the run around. I've been told someone will call me - no call. I've been told I will be emailed - no email. No contact of any sort. I have an obligation to my customers as well. Someone PLEASE CALL ME to correct YOUR mistake!!!!Desired Settlement: First and foremost, I need someone to at least CALL me. Secondly, I need the correct product as soon as possible! I will not schedule a pick up for the mistake to be shipped back - Briggs and Stratton can do that! I will put the product outside on the day that the pickup is scheduled for.

Business

Response:

Correct product has been shipped

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.]

Revdex.com

I have reviewed the response made by the business in reference to complaint ID [redacted]. Someone from Briggs and Stratton did in fact call me finally. I have been told that the correct product was shipped but I haven't received it as of now. I will respond again after the correct order is received. Thank you, [redacted]

Regards,

Review: We used a brand new B&S generator for less than 20 hours when is stopped working. We followed the directions to fill the gas and oil, but the machine stopped workimg. Under the direction of the B&S corporate troubleshooting rep we tested the sparkplugs, but could not find the low oil switch he thought might have been stuck. Turns out when we took the machine to the mechanic, there was no switch as this model should have had. The Mechanic said the machine ran out of oil and causing the engine to overheat breaking a rod, rendering the engine useless. BTW, re-filling the oil in the midst of an ice storm, in the middle of the night located on the bottom of the machine with no dip stick or gauge for measuring was difficult. We did our best. It must not have been good enough...but the machine would not have broken if it had the low oil switch it was supposed to have. Our mechanic says often inferior machines are thrown tougher in a rush b-4 storms to meet the rush of sales.Desired Settlement: Initially we wanted the warranty to be honored, but even if the engine was fixed, we would still own a defective machine; one without the proper low oil switch indicator. We would like our money back, but would accept a possible replacement.

Business

Response:

This issue has been successfully resolved.

Review: I'ved purchased a mower 04/03/2015. It ran 4 mounts then stopped. I called customer service and spoke to [redacted] who told me to take it to Briggers Small Engine INC so I did. I had to pay a fee of 18.00 dollars for them to look at it.They told me a part is missing,so I said a part is missing,?) and that I would have to buy a new car for 100.00 dollars. And the mower couldn't have ran without it. So I said it ran for 4 mounts and if a part is missing you guys took it out..Then she told me in so many words if they say it was missing then they would have to honer the warranty and fix it.We had more words but just to Shorten It up a bit , I left and called customer service back and they said they would handle it. Nothing happened the holidays passed, so I called customer support and spoke to [redacted], who referred me to [redacted] at the factory, who passed it on to Gin at the manufacture..I spoke to her and told her my complaint and she said she'll call me back after she talk to the people who suppose to fix it.She called back the next day to tell me that they said its missing a part. So I told her the part had to be missing from the factory or from her people. she told me they said it couldn't have ran with out the part. So I said well it ran for four mounts..SO I asked her do you guys test it before it leaves the factory ? she said yes" I said it ran for four mounts and quit and your guys opened it up and all of a sudden a parts is missing..She said that they said the part was missing when they got it . So I said are you saying that I took it out? she said they didn't... So I said are you going by what they say? Why would I sabotage my own lawn mower ? My mower still not fixed and by the way there talking it won't be. This is the second one I've bought of this brand ,I will not be buying another, they care nothing for there customers. And its still under warranty...Desired Settlement: Repair , and refund my 18.00, and its still under warranty

Business

Response:

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.

Consumer

Response:

Review: I have had my Troybuilt lawnmower for about 3 months and only used it 3 or 4 times. The most recent time I went to use it the engine blew. I don't know why as everything seemed ok. I had always made sure there was enough gasoline and oil. I called Briggs and Stratton who said that if I wanted a new lawnmower I would have to contact the place I bought it from. That was Lowes but the manager of the store said since it was over 30 days they could only send it out for repair and I would have to agree to pay $75. I don't think I should pay anything. Someone owes me a new lawnmower. It cost $350 and it's still not paid for so the sale really hasn't been finalized.Desired Settlement: Replace my lawnmower with an identical one.

Business

Response:

Customer resolved with store, they replaced the mower

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,

I bought a John Deere tractor from Lowes back in 2009 with a Briggs and Straton engine. This tractor has a total of 126 hours on the engine. I recently had to have the camshaft replaced because it was broken. This is not normal. I intend to contact them about this and also send pictures of the broken camshaft. I am obviously well beyond the warranty for this engine. However I do understand that this business has taken short cuts in the manufacturing of there products in order to defray costs. They may have saved money in manufacturing but the consumer is paying the price. I plan on doing a detailed inspection of the broken parts to search for any defects in the materials that they used. I will seek some sort of retribution from them but I won't hold my breath. I am convinced that the problem is a manufacturing defect. And searching the internet I have found that there is quite a few others who have experienced this problem. It's just a shame that they are short changing the quality of there products in order to save a few bucks. On any future purchases of gas pòwered engines I will stay away from Briggs and Straton and advise anyone I know to do the same.

Review: I bought a sears tractor mower in 2010. Engine Model#331877, Type 1371B1, Serial # [redacted] I bought the extended warranty from sears. In 2012 the compression Release on the cam shaft broke. The warranty paid for the replacement part and labor. In November 2014 the Compression Release on the cam shaft broke again. I called sears and the came out and replaced it for $367.21. The sears techs (3) told me it was a design problem that Briggs and Stratton knows about. Supposedly they know about it because sears has told them repeatedly. Since this part will only last 2.5 years it should be changed! I want Briggs and Stratton to pay me for the last fix $367.21.Desired Settlement: I want my money back-see "tell us about your problem" and I want a replacement engine installed that does not have the defective part "compression release on cam shaft" that is on my current mower.

Business

Response:

The customer has been contacted. A goodwill offer was extended and accepted.

Review: I purchased a Briggs and Stratton Model 331977 - 21 hp motor from a Briggs and Stratton retailer [redacted] on 6/24/13. I installed it on my [redacted] mower on 7/17/13 following the included manufacturer's instructions including filling the motor with the recommended oil. I ran the mower that night without incident and it ran perfectly. I actually have video of me starting and running the motor. The next day (7/18/13) I checked the oil level again and started the motor. It ran for 10 seconds, backfired and stalled. I started it again it ran for 3 seconds and seized.I contacted the retailer via email on 7/18/13 and they replied via email and instructed me to use the Briggs and Stratton dealer locator online to find a warranty repair shop and they would handle the warranty claim for me.I selected [redacted]from the list and took the mower/engine there on 7/19/13. They said they would tear the motor down and submit the claim to Briggs and Stratton. They did not indicate that there would be a charge for the inspection.[redacted] informed me on 8/2/13 that the motor would not likely be covered under warranty because it "appears to be run without oil". I told them to submit the claim anyway, which they did and Briggs and Stratton refused to honor the warranty. They also billed me $240 for the inspection.I attempted to resolve the issue also with the retailer [redacted] and with [redacted](since this was how the item was paid for). Both refused to reimburse me or honor the warranty.Desired Settlement: I would like Briggs and Stratton to replace the motor and reimburse the repair dealer for his costs.Alternatively I would accept a refund of the cost of the motor and the dealer service charge.

Business

Response:

We are investigating the complaint and are awaiting photos and further information form the Service in dealer.

Review: On 5/14/2013, I purchased a Brute pressure washer from a local retailer with a Briggs & Stratton engine; model #126m02. About three weeks later, during the third time using the pressure washer, the engine blew resulting in a cracked block. I subsequently took the pressure washer to a Briggs & Stratton service center as instructed on my receipt of purchase. After about a month, I received a phone call from the service center which took the engine apart and contacted a Briggs & Stratton representative to access why the engine failed. The service center told me that the representative from Briggs & Stratton determined that the cause of the engine failure was due to "insufficient lubrication". It was explained to me that the representative determined I had used the wrong oil. This is absolutely not true as I used the oil that came with the pressure washer itself. However, after the second use, I did top off the oil with SAE 30 Small Engine Oil distributed by Techtronic Industries that is used for Briggs & Stratton specifically. I followed the instructions to the best of my ability and the pressure washer performed as expected until I have used/purchased many small engines manufactured by Briggs & Stratton and never had an issue until now. I firmly believe in the products that Briggs & Stratton provide and will likely purchase again in the future. However, in order to do so, Briggs & Stratton needs to honor their warranty.Desired Settlement: I believe this to be an isolated issue with this pressure washer and Briggs & Stratton engine. I think the best thing that Briggs & Stratton can do is to replace the pressure washer or, at the very least, replace the engine with a new one.

Business

Response:

On 8/5/13 We gave the dealer authorization for the repair and

asked that the dealer inform the customer.

Briggs

& Stratton Answer Center

Business

Response:

On 8/5/13 We gave the dealer authorization for the repair and

asked that the dealer inform the customer.

Briggs

& Stratton Answer Center

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.

Review: I have been dealing with a bad engine issue on a Ariens Lawnmower for almost four years now. It is a Briggs and Stratton Engine witch I believe is a Lemon. It has been in the shop every single summer since purchasing , my husband has dealt with this with Briggs and Stratton . My husband passed on 09/30/15 and I spoke with the shop that has our lawnmower, he then called [redacted] at Briggs & Stratton, since then he has left two messages for my deceased husband after being told that he is deceased but he will not return any of my phone calls to him. I have spoken to the shop that has my mower but they haven't been contacted by [redacted] to tell them what to do with my mower. Its been six weeks , I don't know what else to do. Myself and the shop are waiting on him to call one of us ! We have been dealing with this engine issue for to many years now. I guess since my husband has passed this gentleman is going to just ignore all so this problem will finally go away also once and forall. Any help would be appreciated, Thank You.Desired Settlement: I would like to have Briggs And Stratton return my phone calls ! I want the engine fixed and my lawnmower returned.

Business

Response:

Engine was replaced at no charge to customer

Business

Response:

Customer was given conflicting information from dealer - all charges will be covered under warranty, there will be no cost to the customer for replacing the engine

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,

THIS COMPANY WILL NOT HONOR THEIR WARRENTY FOR A NEW MOTOR THAI I PURCHASED IN APRIL OF 2013.IT QUIT WORKING IN OCTOBER 2013.I BROUGHT THE UNIT TO A AUTHURIZED DEALER AND THEY SAID IT WASN'T COVERED UNDER WARRENTY.THE FACTORY SAID IT WASN'T COVERED EITHER.I PUT OIL IN THE UNIT AND CHECKED IT EVERY TIME I WENT TO USE THE MOWER.IT STILL QUIT.NOW I AM OUT MONEY AGAIN.

Review: bought a Brute portable generator, followed all instructions, equipment ran for about 15 minutes, will not start back up.

Brute 3500 watt generator will not start back up, repair center on other side of town, cannot take back to store, spent almost 400.00 for equipment that's not working. Bought 1/5/15 Model # 030634 Serial # [redacted]Desired Settlement: I am seeking a full refund of $379.00 plus applicable taxess

Business

Response:

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.

Review: I bought a Husqvarna lawn mower with a 725 series Briggs & Stratton engine from Lowes.I added oil to the recommended specifications before it was put into service. After approximately 10 times of mowing it wouldn't start again. I took it to a Briggs & Stratton warranty dealer to have it looked at. They told me it had a broken rod and had to wait for a Briggs rep. to look at it. The Briggs rep said it wasn't warrantable.No reason was given to me. The dealer said there were a lot of broken parts inside.Desired Settlement: I want my money back.

Business

Response:

Normally, if an engine fails, it is the consumer's responsibility to have the engine tore down and evaluated. In this case, we agreed to pay for a complete teardown and analysis of why this consumer's engine failed. Pictures were submitted to the distributor and warranty was rejected, due to no manufacture defect in parts or workmanship could be found. We then had the pictures sent to us directly and they were re-evaluated by myself and a technician. We found that the engine failed due to overheating and insufficient lubrication. We found all of the internal parts to be coated with a very sticky substance indicating that the engine oil has lost its viscosity causing a lack of lubrication. There are various conditions that can cause this type of failure, such as, improper maintenance (lack of oil changes), running an engine low on oil, or overheating.

Review: item shipped from manufacturer broken - I requested a new unit - 1 month later they sent a technician to repair, it worked 1 time and hasnt since. I just want the replacement unit I requested from day 1 .Desired Settlement: please do the right thing

Business

Response:

We resolved this under the name of [redacted]. This unit has been repaired and is working fine.

Review: Purchased a new discontinued pressure washer Model #: 20413 on sale.

Company will not honor warranty because item was purchased on sale and not full retail.Desired Settlement: Replace non functioning item.

Business

Response:

Customer

received a deep discounted price on this unit. We so not send parts at no

charge on discounted or previously used items.

Notes per management: Customer contacted - In depth discussion as to why we would not

support N/C parts. Customer understands on the missing hose but feels the wand

and gun should be warranty items. Advised the product would need to be

evaluated by an authorized SC for defect in material/workmanship. Gave nearest

SC info.

Customer

asked what if the items are damaged - advised they would not be covered.

Customer

believes this is a brand new unit it was in a opened box when purchased.

Additionally

we gave customer part #'s and pricing on hose,gun,wand.

Briggs

& Stratton Answer Center

Review: I purchased my Hustler Brand Zero turn mower on 08-05-2013 at the local [redacted] in [redacted]. My Hustler is equipped with a Briggs/Stratton Model 330000. April 20th, 2015 my mower quit working. While still under factory warranty. I took my mower in for service. The technician at the local Western Auto told me the engine valves 'came apart'. They tore the engine down, repaired it and I picked it up within 3-4 days. I took it home and mowed for about 10 minutes and the valves in the engine failed again. I immediately returned it to the service center. They adjusted the valves again and I picked it back up within 2-3 days. I took the mower home and tried to mow again. Although the Briggs/Stratton engine would run, it ran poorly and began using to much oil @ the rate of 16oz per hour. I took my mower back to the shop for the third time on May 1st. My mower was in the shop for the majority of the month of May. The local technician would have me pick it up on occasion to take home and try out after he worked on it. It never worked right, so I took it back. During the first part of June, I took it back in and the local tech put a new head on the engine because the engine was loosing compression. After repair, the engine still could not hold compression. They tore the engine completely down and found 'nothing wrong'. The tech told me he put it back together, used the mower himself for an hour or so mowing a lawn and experienced no problems. He then called me to pick it up. I picked the mower up and tried mowing my yard. After mowing for approx. 30 minutes, the engine started backfiring and loosing power. I loaded the mower and took it back to the technician at Western Auto. When the tech tried to unload the mower it would not start. I have been in contact by phone with [redacted]. at Briggs/Stratton on numerous occasions. The first time I contacted him was June 19th and as recently as today.Desired Settlement: I have had the Hustler mower with the Briggs/Stratton engine for 2 years. I have not had use of it for at least 4.5 well documented months during that time. I feel the time is right for Briggs/Stratton to 'honor' the warranty and take this lemon off my hands. I look forward to a replacement engine.

Business

Response:

We have received the complaint, will contact the Customer direct and advise upon resolve.

Business

Response:

This incident was resolved 8/24/15. The equipment was repaired at no cost to the Consumer. Customer has picked up the equiptment.-- [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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I traded the mower in for another mower that is equipped with a Kawasaki Engine instead of the Briggs & Stratton. Briggs & Stratton's response, while technically correct, does not and did not follow the spirit of what I believe to be true about proper customer service. True, they did send a new engine after many, many attempts to wait me out. They also claim it was at 'no cost to the consumer'. Really? How about my time? My effort? Additionally, they failed to address that they sent the wrong horsepower engine as well. My mower initially came with a 21hp when I bought it new. The replacement engine was a 19hp. Which tells me one of two things...either they messed up again, or they realize they have a serious mechanical issue with the 21hp engine. But it's all water under the bridge now. I traded it for a different mower with a different brand engine. For my entire life, Briggs & Stratton has represented quality in small engines. Not any more. I know it and about 250 of my friends know it now...with even more knowing everyday because of social media. Have a great day.

Regards,

Review: Purchased new briggs and stratton 21hp to replace my old one on my riding mower briggs and stratton as with all there warranty said it was not covered because of low oil I always check the oil before every cutthey will not warranty this new motor with 12hrs on it poor productDesired Settlement: repair or replace

Business

Response:

Warranty was denied due to insufficient lubrication. The dealer no longer has possession of the engine - calls to customer have gone unanswered

Business

Response:

customer has been referred to an alternate dealer, Briggs has authorized complete cause of failure analysis

Consumer

Response:

On Sat, Sep 26, 2015 at 11:55 AM, [redacted]> wrote: Briggs & Stratton Corporation has replaced engine they shipped a new engine to repair sight to be replaced very pleased with outcome this resolves my complaint thank you

Review: I purchased a SIMPLICITY Broadmore with [redacted]/Stratton motor on 5/1/2013 ($4799.00) at [redacted] in [redacted]. As I recall, 4 or 5 times in 2014 I had to take the mower in for service due to the electric deck adjuster not working. (A call to [redacted]. last week indicated he thought he saw 8 or 9 service tickets in 2014) Each time, the mower was left at the service center for WEEKS at a time awaiting a new motor to be installed. After a number of the same incidents, I spoke with the General Manager of the dealership, who stated he would have the local rep. contact me. I never received any communication. Now again, my mower is inoperable, same problem. I called [redacted]. in Wisconsin last week, and he said he saw all of the service tickets, and would have both someone from the dealership contact me the next day, as well as someone from Simplicity contact me as well. I never received any calls. Further research today indicated [redacted]/Stratton acquired Simplicity, so I called customer service today at [redacted]. The representative there said I should just take it in and have it fixed while it was still under warranty. I asked about the continued problems AFTER the warranty, and his statement was "Let's cross that bridge when we get to it."Desired Settlement: Please replace this obvious lemon with a mower that works. I have owned 6 Simplicity mowers over the last 30 years, and have never had a problem. I would like to continue to be a Simplicity customer.

Business

Response:

We are working with the Customer and a servicing dealer to see if we can reach an amicable solution.We will advise upon resolve

Review: II bought generator in April 2011 storm responder 5500 watt 8250 model number 030430. I paid around 1000 dollars for generator

I used generator one time. Now the generator wont start. I called support and did what they suggested and generator still wont start.

briggs and stratton basically said they could send me a scanned copy of manual on how to fix suspected issue or they could refer me to a repair facility and pay to have generator fixed cost out of my own pocket. I wasted a whole day on trying to get generator to start. my time is limited due to my travel schedule.

Business

Response:

We have contacted the customer and have offered to cover the cost for a further diagnostic evaluation of the engine. If the issue is found to be a manufacture defect, we will gladly assist the customer with having the unit repaired. If the issue is found to be a maintenance related issue, we have advised the customer that unfortunately we would not be able to assist him with repairing the unit.