Briggs & Stratton Corporation

I was not able to obtain missing replacement parts I needed for a pressure washer I purchased this month (June 9, 2016) Spoke to a supervisor I believe was named Mr. D[redacted] but he didn't pause and wait for me to even get a pen to notate his full and proper name and hung up on me on the phone after asking him to wait until I had pen and paper ready.

Review: This product is advertised online as having multiple places to provide warranty work in my town. However, none of the listed places in a 30 mile radius of me do the warranty work. I contacted the main office and was told to take my mower to [redacted] bc they do the warranty work. Four days later the same lady Dawn calls me back and says she made a mistake and that place can not service the mower. I bought this mower on 5-27-2014 and it tore up on 7-26-2014 and needs the whole steering column replaced. I spoke with [redacted] at [redacted] and he said the mower was assembled wrong from the factory and that isn't the only thing that was assembled wrong...the front bumper was installed upside down and is keeping the hood from lifting on the mower. Walmart will not take this mower back, [redacted] can't fix it bc [redacted] has the part on back order, and the main office is giving me the run around. I feel helpless in this situation and I feel like I have wasted my entire savings of $1,700 on a mower that will always be defective. I have asked for a refund and was told that they don't do that. Please someone help me!Desired Settlement: I do NOT want this mower or any Briggs and Stratton mower ever again. I want my money back so that I can buy a decent mower that won't be defective and put together wrong from the factory.

Business

Response:

This has been successfully resolved.

Review: Ordered part's from their website and received the confirmation of payment for the part's ordered. Went to my bank acct and found an additional amount of fund's were taken. Tried calling customer service and no response whatsoever cannot get a rep. Their customer service is terrible!! Emailed them online and got no response. I want my money back! They had no right taking extra money.Desired Settlement: I want them to put back the money they took for no reason! I paid for my part's.

Business

Response:

We have responded to the customer via email. We are trying to explain that what he is seeing are the bank's pending charges, which will drop off once the items ship, and the part is properly invoiced. In this case, we made a partial shipment, so the original amount being held would drop off, and a new holding charge for the part not sent out should be seen. This part will ship today or tomorrow, then the holding will fall off, and the part will be properly invoiced. In the end, he will be charged a total of $41.75 for his complete order.

Review: On 12/7/2009, I purchased an Ariens snowblower model 920006-ST24E with a Briggs & Stratton engine model 120000. I used the engine sporadically over the next 4 years and performed the reccommended maintenance including changing the oil after 2 hours of initial operation. The snowblower was always stored in an unheated garage, never outside. in November of 2013, noticed a small amount of oil on the cement under the snowblower. The patch of oil fit in a 12" X 13" rectangle. I took the snowblower into an authorized dealer for repair in the beginning of December. It had not been run since the previous winter. The repair center fixed an oil leak and returned the snowblower to me. The snowblower was used approximately 3-4 times and then in the beginning of January, I went to start the engine and could not pull the starter handle. I also attempted to use the electric start and was unsuccessful at that time. I again took the snowblower into the same dealer. The dealer reported that engine was seized and there was significant damage to the pistions. The engine would need to replaced at a cost of approximately $540. I asked about the cause of the engine seizing up and the mechanic reported that is caused by a lack of lubrication, but I was confused because it had just had the oil changed a month before at the previous repair. He reported that the engine oil was just at the add mark on the dipstick. When I asked how the engine could seize with oil in, he reported that the piston rings were installed incorrectly so they were lined up instead of staggered. He reported that this occured at the time of manufacturing. I contacted the Briggs & Stratton warranty number and they reported that since the warranty had expired, there was nothing they could do. After further persistence, they reported that the repair dealer would need to contact the independent dealer for that area and ask for an out of warranty consideration. The repair dealer contacted the independent dealer and was told that it was out of warranty and not covered. The independent dealer also reported that the engine had aluminum parts and they were not durable. They no longer make this engine because of this and only use cast iron parts because of this problem. I maintain that even though the warranty has expired, the expected life of a snowblower is certainly longer than 4 years, and whether the cause of the engine seizing is due to incorrect installation of piston rings or aluminum parts, it is still a manufacturer defect.Desired Settlement: I would have originally accepted repair of the snowblower, however I live alone and have a large driveway to clear. I need to have a snowblower and since the matter was not settled in a timely manner, I needed to purchase a different snowblower. Because of this, a refund is an acceptable option.

Business

Response:

We resolved the issue. We have reimbursed the customer the purchase price of the unit. Customer should receive the check within ten business days.

Review: I purchased a Lwan mower in Setember of 2012 I used it one time that season. I started to use it spring of 2013 the self proppelled stopped working. Since its still under warranty I took it into be fixed at an aurtorized service center. I called to see if it was done and [redacted] of the Lawn mower shop said that it needed cleaned out and the belt put back on Charged me $20.00 he had told me that some of the mowers that he had seen had a protective guard on it so the grass doesn't go up into the belt area of the self proppelled. I called Briggs and Stratton and filed a complait since it was still under warranty because I figured that they would pay for it. NOT I did. I was so mad that I called back and asked to speak to a supervisor they told me that they would connecet me but all I could do is leave a message so I did.

A [redacted] called me back I told him the situation and he told me that there was nothing wrong with the mower and I told him that there was. He said that you have to clean it snd I tolfd him that I clean my mower after everytime I use it. He proceeded to tell me that I had to clean the top of the mower talking to me like an uneducated person. I told him that there is grass comming from the bottom and iis clogging where the belt is and its flipping the belt off. He didn't understand me at first then he said OH I understand now about what I was saying about the grass flipping off the belt. His soulation to the problem was to take a tork wrench whatever that is and turn the mower on it side and clean out the grass. I told him it DID NOT say anything in the manual under maintance to take the mower apart and clean it. I told him I should not have to do that all I have to do is clean the bottom which has a hose hookup, clean off the top, put gas in the gas tank and change the oil when needed and maybe the spark plug when needed. He insisted that I had to take off the plastic guard covering the self proppelled and clean it out and I shouldn't have too. Its a 3-in 1 mulch,side discharge, and rear bag. It does not say anything about taking it apart to clean.Desired Settlement: If there is no way of fixing it without disruping the warranty thats fine but I prefer to exchange for the same type of mower with out the problems. I know several people with self proppelled mowers and not 1 of them have the problem that I have with this Lawn Mower.

Business

Response:

One of our managers is working with the customer. We feel we will be able to settle the matter favorably. We will notify you upon final resolve.

Review: I purchased a riding lawn mower with a Briggs and Stratton engine. The lawn mower was purchased in September of 2012 and used a handful of times if that. After the first use this season, meaning, spring of 2013, the engine seized. Took the mower to an authorized Briggs and Stratton dealer and had to pay 50.00 for them to tell us that there was not enough oil in the engine and therefore the engine seized. This is not true due to the fact that I changed the oil and added more oil prior to using it this season. We then took the engine to have it looked at by another engine repair shop and they found that the rod was broken inside the engine which made the engine seize up. It had nothing to do with it not having enough oil. I then had it looked at by another engine repair place and I was told the same thing. The engine had enough oil, I know that for a fact. There was a defect with this engine and I feel that our engine should be replaced at no cost to us. The lawn mower was purchased at the Home Depot and they told us they will not take it back because the engine didn't work. That was not covered by the return policy.

The authorized dealer in our area told us that we would have to pay over 600.00 to get a new engine.Desired Settlement: I would like to have been able to mow my grass all summer with a riding lawn mower instead of a push mower. I would like to have the engine replaced by Briggs and Stratton at no cost to us.

Business

Response:

Mr. [redacted] took his mowing unit in to an authorized Briggs & Stratton dealership because the engine had stopped while in use, The dealership has noted on the work order that the engine had little oil and the dipstick showed signs of heat or a darkening of the dipstick. Approximately a quart of oil was poured into the engine and the unit did start and run. However, there was a knock in the engine due to the lack of lubrication. Mr. [redacted] took the unit home to use. While in use, the engine stopped again, the damage already done and irreversible. The dealership did notify Mr. [redacted] that an engine replacement would not be under warranty as the engine had failed due to lack of lubrication.

Review: Purchased a Briggs & Stratton Pro 8.50, 1900 CC OHV, 2800 Max PSI 2.3 Max GPM in Nov 2014, have had nothing but issues with it. Followed storage tips to the tee. Engine won't start, had same issue last spring took into Lowes, cost me $93.61 to repair what's supposed to been clogged carb issue. Same issue this year, as a ex military member, I'm familiar with Troy - Bilt produces, so at this moment, I wouldn't recommend this product to anyone or business. This equipment & warranty is a joke, there's no support and Lowe's customer service when asking for assistance in correcting something that should be covered leaves a lot to be desired. This is a professional model.Desired Settlement: Refund and stop selling product who's warranty not worth paper its printed on. Machine parts out sourced so stop saying made in "America.

Business

Response:

Diagnostic of engine has been authorized at no charge to the customer. Case will be reviewed after diagnostic has been completed.

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 once everything has been corrected or refund released back into my credit card account.

Regards,

Review: Dear Sir or Ma'am

I am writing because my 17.5 hp ohv power built motor self-destructed & blew up. I have had the motor a very short time and less then 30 hours on the motor. I would like to know what your company is prepared to do to replace the motorDesired Settlement: I want a full replacement of the motor with a identical or line motor free or at a very reduced cost.

Business

Response:

We have received the complaint and assigned a technician to the case. We will advise on resolve.[redacted]Briggs & Stratton Answer Center

Review: I bought a self propelled [redacted] lawn mower with a Briggs and Stratton motor on it May 3, 2013. I had my father who is very mechanical set the lawn mower up for first use. After 4 uses no more than 4 hours total use with accurate oil levels the lawn mower sputters, pops, smokes and peices of metal and oil is all around the mower where it exploded. Upon inspection by my dad noticed the piston is sticking outside of the block of the motor. I took to a local shop on July 7, 2013 as directed, 3 weeks later I find out Briggs and Stratton refuses to cover it under warrenty. Claims It was damage from lack of oil!!! Umm...I checked and confirmed it was normal oil level just 20 mins prior to the exploding equipment! I'm now out $255 for a lawn mower that is junk. After searching for complaints on Briggs and Stratton I see this is a common occurance. So dissapointed in the customer service and their products.Desired Settlement: I believe everyone needs to be aware Briggs and Stratton won't stand by their products and have poor customer service. Obiviously their products are defective or it wouldn't have malfunctioned in 60 days fresh out of the box!!!

Business

Response:

Our research showed Customer returned unit to retailer for a full refund.

Review: Bought a emergency back up Whole House 10000 KW Generator from Home Depot made by Briggs and Stratton/ GE which has a 4 year warranty and Briggs and Stratton will not honor warranty with repair service. Have had problems with generator for over a year and still no repair in sight. Have made many calls and have discussed with customer service to have repairs done but only sent repairman once and still waiting for repairs to be done under warranty. Generator does not function properly in cold weather. You would think a company that big would have repairman to service units without going through all the headaches.Desired Settlement: If this cannot be repaired then a total refund or replacement.

Consumer

Response:

On Fri, Dec 27, 2013 at 10:50 AM, [redacted] wrote:

In regards to complaint # [redacted], I have been in contact with Briggs and Stratton and they did sent repair out to try to remedy the problem. So far the repairs have been working and was told by the company account specialist that if I continued to have problems to notify them again. They did also extend my warrant another year. I guess better late then never right. Thanks again

[redacted]

Review: I bought and registered a $2000 snapper rider in sept 2012. used it 3 times and the 2012 cutting season ended.. april of this year 2013 we put in in the dealers shop for a general check up before the 2013 cutting season. got the oil changed, tune up, blade sharpened, belts checked. we used the more 7 times and then problems. to make a long story short we have lost 5-6 cuttings of this cutting season with this new mower being in the shop or waiting to be picked up. we have had to use an old push mower to mow with a $2000 snapper setting idle. e the dealer gets the mower fixed, I think you should give me a extenstion to the warrantee to cover about 6 weeks of the next cutting season. it would not be any gift if you extended it in the coming winter. an extention would not be a gift as I paid $2000 and deserve a years of use. I am very disappointed that we are using an ol;d push mower with a $2000 snapper sitting idle. after it broke down again on the first attempt a mowing after a head gastic job I think it should be yellow instead of red as it is not an apple in my eyes, it is a LEMON!!!!!!!!!!!!! YOU NEED TO REPLACE IT WITH A WORKING MOWER.Desired Settlement: get me a mower that will run long enough to cut my lawn without having to use a old push mower.

Business

Response:

We are making arrangements for the parts and a dealer to assist customer. We will update upon resolve.

Review: I am a PTS victim of a motorcycle accident I suffer from anxiety attacks. I purchased a home that has a drive that goes down hill into a garage that leads into the basement where I have several classic cars and Harleys. and the basement is finished. I purchased a Home stand by generator from [redacted] that cost 7500.00 and came with a four year warranty which [redacted] installed about a year and a half ago. I serviced it in November of 2013. and notice generator was not coming on and had a trouble code for low oil PSI. I called [redacted] who called [redacted] they have been out five times and to work on it and one of those times removed it to work on it at there shop that is the time my power went out when it was fourty below zero out. with out power I do not have power going to my sump pumps this causes me to flood out. This caused my new garage floor to be ruined but water did not reach the cars. I have called [redacted] Briggs and Stratton, and the [redacted] numerous times. and they claim that Briggs and Stratton are the ones dragging there feet. I am now requesting for a all new generator with a new warranty. Most likely will be taking them to civil court for the floor and causing my PST issues to become severe.Desired Settlement: New Generator, New warranty, re-do garage floor.

Business

Response:

It has been arranged with the dealer to replace the unit. The dealer will facilitate directly with the consumer.

Review: I bought the generator in 2011. It was start up on 6/25/'12. Since then when black out occurred the engine never work. The local factory authorized electrician visited a few times not able to fixe the problems. In the meantime, I personally called many times even filled their survey without any satisfactory response Their usually response "we will call you back" "Oh our computer is not working" " the technician is not around" Last time, Feb. 11 2014, the local technician came to my house to fix the engine for hours while continued talking the the company tech. can not solve the problem.Desired Settlement: If the company is not willing to replace. I will take the refund.

Business

Response:

We have assigned a technician to this case. The technician and the service dealer are communicating to try to get to a resolution.

Review: Briggs & Stratton offers a 2 year warranty on model# 210000, series 1650 small engine. The engine is on a Huskee 35 ton log splitter bought from [redacted]. Purchased October 3, 2012. After 10 hours of run time, connecting rod broke. Scoring of connecting rod bearing as well as cylinder wall occured at this time. Briggs & Stratton claims it was poor lubrication on my part. The crankcase was full of oil. Briggs & Stratton refuses to warranty product.Desired Settlement: Replacement engine or repair original engine at no cost to me.

Business

Response:

Revdex.com of Wisconsin

Dear [redacted]:

In response to the Complaint ID#

[redacted] filed by: [redacted]

Daytime Phone: ###-###-####

We have the owner in our system

under a different name and address: [redacted]

Daytime Phone: ###-###-####

Complaint involves: Guarantee or Warranty issues

This unit was taken into one of

authorized service centers who conducted the standard warranty evaluation. Due to the condition of the engine, the engine [redacted] was sent into Briggs & Stratton for further analysis. We have found that this failure is not due to

a defect in material and/or workmanship, all recorded data indicates a lack of

lubrication (which can be a low oil situation or a lack of proper maintenance).

Below are the findings:

Review: I bought a brute 22" lawnmover from Menards, it has a 725EX motor on it. Purchased summer of 2012. Worked fine that summer and 2013. But in 2014, the mower would start and run but once it was warmed up if I shut it off it would not restart unless I removed the air filter. Once removed and started I would have to replace filter while keeping engine running and on and on. Took it to a authorized Briggs service center and after having it for 2 months [redacted] said he could not repair it, did not know what was w[redacted]g, he worked with Briggs and they could not help. [redacted] from Briggs told me to take it to sandberg implements another authorized center and she would pay for the diagnostics. Daryl told me his minions said that the blade was in bad shaped and the oil was dirty and there was dirt behind the air filter. other than the blade being bad the rest is bunk, I changed the oil every summer and replaced the air filter. I check the oil before each use I always use fresh gas. The mower was not used last summer except whatever diagnostics the service centers did. oh and the drive cable nut broke and I put a clamp on it to keep the tension. Now because of that service center, [redacted] thinks their lemon machine was miss treated and it is not the case. This mower was only used for normal lawn care. I did not replace the blade because the mower did not work so why blow the money. I just wanted to warn people not to buy a brute mower at least the 725 EX, I also saw at least 100 complaints and reviews on the Briggs website, talking about this very issue, and Briggs will not acknowledge the problem that I am sure they are aware of and just doesn't want to lose the money. I take care of my tools and equipment, and resent being called a liar. 300 dollars down the drain, by a company that will steal you blind. This service center is just that a Authorized Briggs and Stratton service center, Guess who they sided with. No conflict of interest there. STAY AWAY FROM BRIGGS EQUIPMENT, they will not honor what they sell.Desired Settlement: I [redacted]'t care repair or replace, but not at [redacted]

Business

Response:

Unit was out of warranty when customer contacted Briggs & Stratton. Briggs & Stratton paid for a second opinion diagnostic of the engine. Both dealers agree that the unit was not properly maintained. There were no manufacturing defects found, this is not a warranty repair.

Consumer

Response:

I took the lawn mower to an authorized service center in the first place and [redacted] had the machine for at least 2 months,but [redacted] never said the machine was abused or not taken care of. Yes the cover for traction belt was off because I just changed the belt, but because the piece of garbage would not run I took it immediately to [redacted] without replacing the cover. The traction cable nut was broken, (plastic) and needed replaced. so I left the cover off and took it to [redacted]. The carburator was cleaned by me and the two holes on each side of air intake of carb ware cleaned according to Briggs fix for my specific problem. Air filter was replaced 3 or 4 times that summer and I looked at the air filter after having it at [redacted] and it is fine not dirty at all practically new. The one tooth hillbilly at [redacted] is telling falsehoods to satisfy Briggs and keep his authorization. That lawn mower had the oil changed every year and was used for normal mowing, not in an alley I have no alley. I tell you what when that thing cuts my foot off cuz I have to replace the filter while it is running, I will own your company and [redacted] will not be working there any longer. Thanks for nothing Briggs, you ripoffs. Daryl at [redacted] has lied through his tooth ( he does save money on toothpaste). This machine has compression and [redacted]'s Sharp Shop does not agree with [redacted] and shame on Briggs for saying he does, you are lying that is not true at all. Look Briggs I bought a lawn tractor with a Kohler engine. money is not the object here I have plenty, it is the principal of the matter, you made a piece of junk and should stand by it. And there is not amount of money I won't spend making you pay for your error or ripoff. I will turn this over to my lawyer and see what he can do. yes the machine was out of warranty by a day, really warranty was for two years, worked for two summers and stored away over winter. the very first time I used it the third summer the stupid thing would not stay running, so I see it has two years and a day. Have a horrible day Briggs

Business

Response:

Briggs & Stratton is standing by their original decision, the engine is outside of the warranty period, a second opinion diagnostic was performed as a courtesy at no charge to the customer, all issues reported were attributed to improper maintenance, there were no manufacturing defects found on this engine, this is not a warrantable repair

Consumer

Response:

Review: I purchased parts online at BriggsandStratton.com. Web confirmation number [redacted] is

Briggs & Stratton Corporation order number [redacted]. Product 842881 -KIT-CARB OVERHAUL is missing two parts,

The items missing are: 1. 231660 Jet - Main; 2. 806128 Nozzle - Carburetor. I have made several attempts to call Briggs & Stratton at the number on the order confirmation and cannot get through to a human being. Attempts to email them have been met with returned emails as undeliverable. The have made it impossible to contact them to get his resolved because they have no one to call or email regarding order discrepancies.Desired Settlement: Please deliver the two missing parts.

Business

Response:

Customer was sent missing parts at no charge

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,

The (Contact Us) selection on Briggs & Stratton web site always returns email as undeliverable.

Review: On November 02, 2012 I purchased a Murray Push Mower with a Briggs and Stratton motor from [redacted]. I started using the mower in the Spring of 2013. From the first, the mower was hard to start, but I still continued using it. I use the mower for my lawn at my home, which is a very small lot and at an average of 1 time per week, I used it, approximately 20 times. The following year I used it maybe 4 times and then the next time it would not start. According to my owners manual, I have a 2 years warranty, so I contacted Briggs and Stratton and took the mower to one of their authorized dealers, [redacted]. I checked with [redacted]'s weekly and was always told they were waiting for authorization. On July 7 I e-mailed Briggs and Stratton asking for help getting repairs approved, and corresponded with [redacted] of Briggs and Stratton. Finally toward the middle of July the warranty company [redacted] sent a representative to look at the motor. I was then told by [redacted]'s that [redacted] would not cover it under warranty but they didn't know why. Sometime during the middle of July, [redacted] with Briggs and Stratton called and I asked her to find out why it was denied. She e-mailed on July 23rd that she was leveling it up to a product specialist and he would be in contact with me. Bruce Papelbon with Briggs and Stratton e-mailed me on August 11 and told me it was denied due to insufficient lubrication and overheating. He stated if I disputed the findings, I would have to ship the motor to Milwaukee for evaluation and have to pay for shipping the engine. I e-mailed him back that I disputed the findings because I have always done maintenance on the mower. Always changed the oil, air filters, plugs, etc. I would never ran the mower without lubrication. If the lubrication was insufficient, it must be from a flaw in the motor, not from misuse. I refused to pay for the shipping costs and advised him that I would be filing a complaint. Since that email, I have heard nothing. I haven't even received a call that the mower was put back together and I could come pick it up. The mower is still at [redacted]'s. Our case number with Briggs and Stratton is [redacted].Desired Settlement: We are requesting that the motor on the lawn mower be repaired and if not repairable to be replaced.

Business

Response:

Briggs & Stratton is following the Disputed Warranty Procedure and having the engine sent in for further analysis. Normally, the cost to have the engine is bore by the consumer, but we have agreed to pick up the costs to have this engine sent into us in this case. Once the engine is received, a complete teardown and written analysis will determine the outcome.

Review: I purchased a Bad Boy mower from Roorks, in Elmer, NJ 7/3/2013. The first problem occurred 10/30/13. The engine went kaput. The engine had a lot of vibration, no power and was leaking oil. At that point, we requested a new motor for this tractor. But we were told that a new motor was not needed. Then on 1/24/14, same issue happened again. Oil was leaking and the motor would not run. Again, we took it to Roorks for repair, again we requested a NEW MOTOR, as obviously the original motor was a lemon. Roorks again said we did not need a new motor. Repairs could correct the problem. then, on 5/28/14 the same problems occurred again. Oil was leaking, the motor wouldn't run and heavy vibration. Again we requested a new motor and again we were told they could correct the problem. Roorks claims they only acted based on what they were advised to do from Briggs and Stratton,with each repair that was done, and that it is Briggs and Stratton who did not authorized a new motor while this piece of crap was under warranty. The tractor ran good for almost one year, then on 5/28/16 the very same exact issue occurred yet again. We took it to Roorks for repair. Roorks now advises us that A) the warranty had expired and B) we will have to spend over $1400 for a brand new motor.Desired Settlement: I contend that a new motor should have been installed back in 2013 and never was. Roorks is passing the buck to Briggs and Stratton. It is obvious this was a bad product for the time I purchased it.

Business

Response:

Briggs & Stratton authorized a replacement 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,

Review: I called Briggs & Stratton's customer service center today to inquire on my online purchase made through their company's website. The order number was [redacted]. A customer service representative eventually answered and identified herself to me as only, "[redacted]." [redacted] was immediately curt and mildly disrespectful. She requested an order number, which I provided (above). She quickly argued that this number was not correct and asked for any additional numbers. I provided her with the "web confirmation number" obtained from the confirmation email I had received shortly after placing this order ([redacted]). She rather rudely interrupted me as I was providing this number saying, "No, no, that's not it either!" I assumed that she was used to a certain series of alphanumeric characters that she was not immediately recognizing. She then asked for my name and location. I assumed she used this information and was able to access my purchase order information. She told me that my order was on backorder. I expressed my discontent with Briggs & Stratton's allowing me to wait nearly a week before I had to call them to inquire on the status of my order, only to find that the order was backordered and not likely to be shipped anytime soon. I asked why it was never displayed when I made my purchase, nor was it listed on the confirmation email, that this particular part was "backordered." [redacted] obviously did not feel it important enough to give some kind of answer or opinion on this matter, and simply stated, "I don't like your tone and I'm going to disconnect this call at this time." I asked [redacted] to transfer me to her supervisor, and [redacted] then ended the telephone call.

I immediately called back. The automated directory voice advised that my current wait time was three minutes. After nearly 15 minutes (as verified by my cell phone's call duration timer), "[redacted]" answered the telephone. I first asked [redacted] how to spell her name. She clearly did not wish to spell it for me, and demanded that I state my reason for the call. I advised her that I had absolutely no more business with her, and would like to speak with her immediate supervisor. She related that she would transfer the call; however, that I had to provide a reason. I told her that it was to file a formal complaint against her, and to have my previously-submitted order cancelled. [redacted] promptly ended the call again.

Absolutely astonished, I found myself now wondering how in the world I was going to get my order cancelled when this seemingly only representative in the Briggs & Stratton call center was outwardly refusing to speak with me or direct her to a supervisor. I used the Revdex.com's website to locate the corporate center direct telephone line. I called the listed number and spoke with "[redacted]" who was clearly much more professional than [redacted], and much more willing to see my matter resolved. [redacted] verified that the record had indicated that [redacted] was indeed the representative who had originally spoken with me. [redacted], however, could not process the cancellation and directed me back to the call center. [redacted] offered that she would remain on the line to ensure that [redacted] was not given my call. "[redacted]" answered the line, and I thanked [redacted] for her professionalism and courtesy. [redacted] assisted me with completing the cancellation of the order and provided a confirmation number for such. [redacted] also verified that [redacted] was the original representative who answered my call. I asked [redacted] if there was an immediate supervisor available to voice my complaint / concern. [redacted] advised that there was not,, and offered to "elevate" the matter with my name and telephone number. [redacted] believed that I might be contacted soon. She could not say when exactly that may be.Desired Settlement: I respectfully request written correspondence, either by email or letter, providing the outcome of this complaint. It is my sincere intent only to express my complete dissatisfaction with Briggs & Stratton based solely on the actions of this individual. This matter originated from the purchase of a lawnmower primer bulb - a whopping total purchase of $2.95. It is reprehensible that a loyal customer be severed based solely on the action(s) of this representative and the unavailability of an immediate supervisor to moderate this issue at the lowest possible level and as promptly as possible. With no other alternatives to properly voice my complaint / concern, I wanted to ensure that upper-level managers be apprised of this event, as I assuredly would want to know of my subordinates inappropriate actions while representing my company.

Consumer

Response:

On Wednesday, August 21st, 2013, I received a telephone call from a supervisor representing Briggs & Stratton. After a long conversation, the supervisor affirmed to me that she would review the telephone call recordings and ensure that the employee receive additional training with regard to my complaint. She sounded receptive to my complaint and it is my sincere belief, at this time, that this matter has been adequately acknowledged / resolved. I would like to express my most sincere gratitude and appreciation to the Revdex.com for your prompt action in this case. It feels so good to know that the customer can seek the Revdex.com for a voice that is heard. I am without doubt, that without the Revdex.com this matter would have resulted in a mere letter to the company that likely would have gone unanswered. The Revdex.com’s influence in the business society is absolutely unparalleled. Thank you for accepting my complaint, and for processing it so quickly. I am amazed, and will be certain to continue to utilize the Revdex.com for business reviews in the future. This was an excellent resource.