Briggs & Stratton Corporation

Review: Briggs & Stratton Corporation and Corporate People KNEW their engines in the snow throwers CAUGHT ON FIRE and STALLED OUT and WOULD NOT RUN,…and continued installing them for a LONG-LONG TIME in snow throwers!!!!!!!!

You don’t find out until you actually need the equipment which is then TOO LATE for you.

I had the machine looked at and worked on at their authorized service center. After some weeks later I got the machine back and as you can expect the snow thrower DID NOT WORK and continued stalling and stopping when it was engaged in the snow. GREAT FIX Briggs & Stratton...!!!!

[redacted] the manager in Briggs and Stratton call Center STATED TO ME THIS IS MY ENGINE that does not work,…. NOT Briggs & Stratton,… and IT IS MY RESPONSIBILITY TO FIX IT and according to them the machine that did not run and did not work and still does not is MY responsibility since they put their kit to fix it;…. WHICH may have stopped it from having fire shoot out the engine and carburetor BUT DID NOT FIX THE ENGINE.

[redacted] the manager in Briggs and Stratton call Center as well as Briggs & Stratton could not be more dishonest!!!!!!!!!!!!!!!!!!Desired Settlement: Anything short of a total replacement is not acceptable at the point.

Briggs & Stratton Corporation and Corporate People KNEW their engines in the snow throwers CAUGHT ON FIRE and STALLED OUT and WOULD NOT RUN,…and continued installing them for a LONG-LONG TIME in snow throwers!!!!!!!!

Briggs & Stratton's FIX IS NOT A FIX

Business

Response:

A recall was issued in 2007 for a potential primer issue - the customer brought his 2005 engine into an authorized service dealer and the original parts in question were replaced. The service center stated the engine was working properly and returned the unit to the customer. The customer then stated the engine continued to stall. Briggs & Stratton paid to have the snow thrower transported back to the service center and inspected. The service technician inspected the engine and snow thrower. The unit was found to be working properly while throwing snow (as video documented by service dealer).

Consumer

Response:

The reason being the snow thrower in front of no-less then 3 different people as witness was stalling and shutting off the moment you engaged it into the snow. The engine starts and runs poorly but it is not until you put it into the snow and attempt to use it for its purpose does if stall and die out,... for you to then have to restart the machine. Briggs and Stratton is highly-highly dishonest and deceptive and they knew and it is know their engine catching on fire and tried to down play the issue.YOUR SHOULD NOT HAVE BLACK SOOT coming out of your machine!!!!!Their service center did not have the conditions of this past snow storm to put the machine under ANY of the conditions it is intend for and they know this.Their statement that the machine is fine is compete and total DISHONEST.I personally at my cost clear the snow for 8 of my elderly Neighbors WITHOUT charge to them and if needed will and can have them all sign a letter stating how this Briggs and Stratton machine stalls and stops the moment you put it in the snow to clear,..... SO THE SO CALLED FIX of the engine NOT CATCHING ON FIRE when it is in use may been done,.... but the engine staling and stopping under its intended snow removal load was NOT AS PERSONALLY WITNESSED by my elderly Neighbors!Furthermore Briggs and Stratton knew they were selling a defective engine for years in where fire would come out of the carburetor and engine area. This FACT is well documented and there was a class action taken against them for this. I showed the tech that came to pick up the machine how there is BLACK SOOT residue when you run your fingers by the muffler and carburetor a FACT I am sure they did not disclose and tell you. YOUR SHOULD NOT HAVE BLACK SOOT!!!!!Briggs and Stratton KNOWINGLY put me like so many other people in a positions that when we needed the machine for its intended purpose and in the middle of a snow storm to NOT have a reliable working machine designed for its purpose, AND DID SO AGAIN JUST NOW!!!That is grossly UNETHICAL and calling around to other of their service centers the reps outwardly speak of and talk how horrific Briggs and Stratton is in this way!!

Business

Response:

Due to the age of the unit (2005) any repairs that were not specifically listed in the recall notice are the responsibility of the customer. All parts listed in the recall notice have been replaced by Briggs & Stratton. If the customer would like a second opinion he may take the unit to a different authorized Briggs & Stratton dealer.

Consumer

Response:

Review: I purchased a Brute 3 in 1 lawn mower from [redacted] in [redacted], that had a Briggs and Stratton engine. In under 2 months of owning, the engine block blew apart. [redacted] says there is nothing they can do, I have to take it to a Briggs and Stratton authorized warranty place. I was sent to a guy named "[redacted]" out of [redacted]. This guy refused to take it apart to check to see if it was a manufacturing defect, refused to listen to what happened, said it wouldn't be covered under warranty, and he'd pay $5 for my $300 piece of garbage. It was purchased on JULY 23, 2014. It is brand new. I contacted Briggs and Stratton, and their advice was to take it to yet another place to have it inspected. The engine blew apart after 2 months - there is NO WAY it was user error, it is most obviously a manufacturing defect. If they claim it had no oil (like "[redacted]" said) the engine would have ceased during the first or second run, not the 10th use. The run arounds and poor customer service from 2 companies working together that are suppose to have great reputations is beyond unacceptable.Desired Settlement: I do not want a cash refund, I want a replacement Brute 3 in 1.

Business

Response:

After analyzing the data presented to us by the service provider for a complete teardown that we authorized, we have denied the customer's request for assistance. Attached is a copy of the letter with our findings. There were no manufacture defects or poor workmanship issues found.

Review: I followed Instructions to the letter on proper service and maintenance on the Briggs and Stratton engine that is on my riding lawn mower. I changed the oil in my engine, then let it idle for about 10 minutes. then I checked the oil to ensure it was at the proper fill level, and after seeing it was, I began mowing. Approx. 5 minutes after that, the exhaust started blowing smoke, and the motor blew up. The machine was full of oil after the engine broke down. A local service provider For Briggs picked up the machine, and called me about 2 weeks later, and after Briggs and Stratton"s review, the conclusion was that the engine did not have proper lubrication, and that it was basically my fault, and that I would be responsible for the cost of repair. This is ridiculous, and I know the engine still had oil in it when the service provider picked it up. I was unsure at first, but my father was with me, as well as a family friend, and they looked through the instructions themselves, and ensured me that I did follow the instructions to the letter. This is not Rocket Science, this is changing oil in a small engine. Now, even though the store I purchased the mower from is going to help me out and buy the mower back, (which I feel is also ridiculous, it is not their fault someone else won't stand behind their warranty) I have to pay a diagnostic fee for the mower. They also refuse to put the engine back together as well, so now I have to take time out of my schedule, which also includes me having surgery tomorrow, and assemble this engine. There are no words to describe how frustrated I am with the situation.Desired Settlement: My desired outcome is for Briggs and Stratton to give FULL credit to the store I purchased the mower from. 4 weeks ago, I would have been pleased with the engine to be repaired, but after constant attempts to get in contact with Briggs and Stratton, and the way they have handled the whole situation in general, I want a new mower that does not have their name associated with it.

Business

Response:

As per our Disputed Warranty Policy, the next step would be to have the engine sent in for further evaluation. The shipping and labor costs to package and send the unit in are normally bore by the customer. The customer refused our offer. He told us to have the engine put back onto the unit, as the store he works for has offered to exchange the unit for him. Our technician has instructed the service center to get the engine mounted back onto the unit at our cost.

We purchased a McLane Edger with a Briggs and Stratton engine. Upon arrival we assembled the unit, added the appropriate oil and fuel according to the Briggs and Stratton manual that came with the unit. We cranked the unit and it ran for about 10 minutes before the engine seized up and wouldn't run anymore.
We contacted a certified Briggs and Stratton service store and took the Edger in to see the issue. Before sending it to the store we added more oil to the engine to try to see if it would crank at all. Still nothing. Upon receiving it the store stated there was ABSOLUTELY NO oil in the unit. This proves to us that they didn't actually run any diagnostics on the unit because there was obviously oil in the unit. They stated that there was no oil in the engine although we know for a fact that we had place the oil in there. The service station refuses to say anything else and Briggs and Stratton states that they can't do anything because it was our fault that the engine was ran with no oil.
Now this issue is all he-says-she-says and Briggs and Stratton doesn't care what the resolution is. They don't care about customer satisfaction, nor finding out what the stores are actually seeing. They trust these businesses to satisfy their customers but these businesses don't care about customers that aren't really theirs.
I would not recommend anyone to buy a product with a Briggs And Stratton engine because if you are the unlucky one to get the defective engine, its your fault.

Review: I purchase a commercial push mower (Model 7800849-01) on March 2015. Even at the dealer, the sales rep had a very hard time getting the mower cranked. It took 20+ pulls, even with the choke fully engaged. Then upon using the mower cut quality was poor, I continued to have cold start problems, then the bagging system began to wear prematurely (bag inner liner ripped after 3rd use, metal bracket rubbing a hole in the plastic tube, pull cord showing wear because of bizarre routing configuration, etc.) The dealer is 25 miles away (so to take it there, drop it off, then go back and pick it up it would be 100 miles total) so I made do for the 2015 mowing season, but this past fall after contacting Snapper on Facebook about the problems, I took it back and the items were fixed under warranty. This year the mower was not as difficult to start, but still took 10+ pulls to crank when cold. After mowing my yard for the 3rd time this season, the bag liner was one again ripped. This causes grass to collect between the liner and the bag where it rots and smells. Since the hole is small, it is difficult to get the grass back out of this space between the liner and bag. The plastic tube is already showing visible wear again and I would estimate a hole will be in the tube within 2 seasons. I prepared a video which is posted on YouTube describing the issues: https://www.youtube.com/watch?v=0PxI8Yxu9tc

With the same thing happening to two bags, it is obvious the material for the bag liner is inadequate. There should be a metal plate for the grass leaving the tube to hit - not thin nylon. The entire bagging system appears to be an afterthought and not designed in tandem with the mower. It is obvious after having everything fixed once, and the same problems are occurring again within a few uses, this is a design issue with the bagging system. Presumably the hard start issue is a choke adjustment, but it is impractical for me to stuff this huge mower back in my trunk and drive 100 miles every time it goes out of adjustment, which also appears to happen after only a use or two.Desired Settlement: If I thought I received a lemon, I would ask for a replacement. But the bagging system is obviously poorly designed and uses inadequate materials (plastic rubbing against metal, thin nylon for the bag liner, etc.) therefore I am requesting a full refund (approx $1070). Briggs and Stratton has offered me 76% of the cost of the mower and no sales tax refunded. They think it is reasonable for me to pay $320 for one season's use of a commercial mower (which was only used to mow my lawn... it was not used commercially). Also, taking 1/4 of the value for one season of use implied Briggs and Stratton only expects their $1000 mower to last for 4 years. I also do not have a truck so they need to pick the mower up from my home.

Business

Response:

The mower was used for one year, the grass bag replaced and initial repairs made under warranty, customer now requesting for 100% refund which was declined, he has now been presented with final offer for settlement

Consumer

Response:

Review: We purchased a Craftsman Lawn Tractor - Model #[redacted] in March 2013. This Tractor is only used to mow our lawn. We have used it for 2 complete summers (2013 and 2014) and 1/2 of this summer (2015). A couple of weeks ago the tractor stopped working. We had a Certified Tech come out to take a look at the Tractor. He stated the Engine needed replacing.

On Tuesday, September 21, 2015 I called [redacted] and [redacted] (with [redacted]) called me back on the same day to discuss my repair issue. I informed him I had a tech look at the Tractor and said the engine needed to be replaced. He stated he would like to set up a time to have their Tech come out and take a look at the Tractor. We scheduled a visit for Wednesday, September 22, 2015 between 8 a.m. - 5 p.m.

The Tech arrived at or around 10 a.m. on Wednesday, September 22, 2015. He looked at the Tractor and said the Cam Shaft is defective and it blew out the compression release valve. This caused the Engine to need to be replaced. The Briggs and Stratton Engine Model #[redacted]. While here the Tech stated this not the first time he has seen a defective Briggs and Stratton Cam Shaft. The Tech also stated there would be no need to contact [redacted], no matter how high up you contact, because they would not replace/repair the Tractor or engine, even if only one (1) day beyond warranty. He gave me an estimate to replace the engine at a cost to me of $1,288.16. I said since the engine is defective and the tractor cost approximately $1,470 (plus tax) and barely over 2 years old, and the fact you admitted it's a defective engine, it's not reasonable to ask me to pay for these repairs.

I called Briggs and Stratton Corporate Office to speak with a customer service rep about our repair/defective issue. I spoke with Tracy and she stated I needed to speak with someone at Craftsman because they do not handle warranty/repair issues. Tracy told me I needed to contact Craftsman.

Again I contacted [redacted] at [redacted]. He told me there was nothing they could do. I expressed to him about the Tech having said he has seen other defective Cam Shafts.Desired Settlement: Repair or replace tractor.

Business

Response:

Replacement engine approved at no cost to customer

Review: Poulan Pro mower is a poorly made lawn mower and a waste of my money.Desired Settlement: When I purchased this mower thru Amazon, I thought that being a Briggs&Stratton it would stand up to it's name, from the beginning I started having a problem, it would turn off unexpectedly and lacked power. Seeing that it was still under warranty, I contacted one of the authorized service techs, in which they charged me $26.00 just to look at it and pull it apart but not put it back together and snap the throttle cable in the process. would a refund or replacement.

Business

Response:

We have requested a proof of purchase from customer and continue to corresopnd with him directly. We will notify upon resolve.

Review: I purchased a Briggs and Stratton Engine Gasket Kit for my Briggs and Stratton Engine (080902-9452-64). The Gasket Kit number is 495602. This gasket kit contained a lower engine case oil seal (part number 294160) which is NOT the correct part for my engine. The Briggs and Stratton On Line Parts diagram also clearly shows this part as being the proper part for my engine (indicated as part number 20 on the parts diagram) but this is incorrect. The proper oil seal for my engine is part number 291841 (this number is stamped on the existing oil seal that is pressed into my lower engine cover) which has superceeded to 391483S. This part was NOT included in my Gasket Kit. After bringing this to the attention of my local Briggs Repair Dealer who subsequently brough this to the attention of his Briggs Parts Representative, both parties agree with my observation. However there is nothing that they can do to remedy this situation. I then phoned the Briggs Customer Support Center 2 times and both times I was told that there was nothing that the Customer Support Center could do. I then asked if I could speak to a manager and was told that a manager would phone me back. No one has phoned me back.Desired Settlement: I request that Briggs and Stratton send to me a complete Briggs and Stratton Engine Gasket and Seal Kit (Part Number 495602) which includes the proper lower oil seal (part number 391483S). I also request that Briggs and Stratton correct the mistake in their Parts Diagram to indicate the correct part that is used in my engine.

Business

Response:

We are trying to contact the customer via the telephone number on the case and in our records, neither number allows us to contact the customer. I have sent the customer my direct contact information so that we may try to resolve his issues.

Review: We purchased a new Husquvarna Riding lawn tractor 3 months ago with a Briggs & Stratton motor. The mower quit running after only 4 uses. After taking it to a certified B&S repair center we are being told that the issue "Could" be a fuel issue an B&S won't cover any issues under warranty. This is WRONG! I asked how they prove that it is a fuel issue (called [redacted] ###-###-####) and was told that is my problem not theirs. The tech on the phone talked to me like I was trash. The repair center stated that they couldn't say either way if it was a fuel problem or a faulty part. The ENGINE is NEW!Desired Settlement: For the NEW engine to be fixed under the warranty.

Business

Response:

I have contacted the customer and a settlement has been offered.

Review: I purchased a starter for my riding mower. The mower contains a Briggs & Stratton engine. The original starter contains 16 teeth to operate properly. The new starter conatined 14 teeth causing the flywheel and gear to bind and not allow the engine to start. I called B&S 5/16/2014 and was told a product specialist would return my call to discuss the issue. They did not return the call. I attempted on 5/19/2014 and 5/20/2014 to call B&S and the "expected wait time" was well beyond reasonably waiting (30 minutes) especially since they were suppose to call me. On 5/21/2014 I attempted to call, got thru and was again told that the product specialist was guaranteed to contact me on the morning of 5/22/2014. They didn't and I sent an email/complaint on 5/23/2014. I had to call back AGAIN on 5/27/2014 and was told a 16 tooth gear was ordered and would be sent to my home. The gear arrived on 5/30/2014. It was a plastic gear to replace the metal gear original to the new starter (very much lesser quality). Also, to replace the gear properly according to the instructions, a new c-ring should be installed (was not included). Also, the c-ring requires a special tool (again not included). I succesfully attempted to remove the original gear, however, as expected the c-ring is not re-usable. Also, what was left of the c-ring could not be re-installed with the (much lesser quality) gear since a special tool is required.

It should be noted, they asked if I was the original owner and was that the original starter. The original owner had the mower for a year or two before I purchased it. He sold it to me because he was moving into an assisted living facility and no longer needed it. It was "new", weel kept and he did not mention replacing the starter (or the flywheel which would have also been needed for the starter to work correctly) when he informed me of the maintenance on the mower. Therefore, the starter would have to have been original.

So, bottom line, I have a $125 starter that is doing me no good. A faulty starter the new one was to replace, doing me no good and have wasted a month trying to rectify the situation to no end but frustration.Desired Settlement: Well, since not having a functioning starter is doing me no good, I would like a starter that is going to work in my mower. This issue needs immediate resolution. It has gone on too long unresolved.

Business

Response:

After researching the Build of Material for the engine in question, we found that the ring gear on this engine is nylon with 16 teeth and the starter is a 3-5/8" housing. We have reimbursed the customer for the part that he purchased, and we have suggested that he contact a local service center for help with finding a replacement starter.

Review: I purchased an electric power washer from Lowes for about $200. I used it 1 time last year on a small wood deck. I stored it indoors over the winter. I used it for 10 minutes this year and a High pressure hose failed inside the unit. After calling Briggs and Stratton does not seem to have any parts for this unit. They were also unwilling to provide any kind of compensation or exchange. Looking online there are a lot of complaints about this unit ranging from poor operation to the failure I have on my power washerDesired Settlement: I would like them to supply a quality replacement part or refund the cost of the power washer. I want to ship I tto them at their cost

Business

Response:

There are no service parts available for internal parts of an electric pressure washer, Briggs & Stratton will replace the pressure washer

Consumer

Response:

Briggs and Stratton contacted me today and have agreed to send me a new peer washer. Please keep the dispute open until I actually receive it. Thank you for your help.

Review: I bought a Toro lawn mower in 2005. It has been nothing but trouble. It has been in the repair department of the True Value hardware store where I bought it since June 2. The name and address of that True Value store is: [redacted]. Their telephone number is: ###-###-####. After consulting with the mechanic trying to diagnose and fix the problem, the decision has been reached that this is due to a manufacturing defect that has been present, though undiagnosed, since 2005. I asked him if I should be angry with Toro or with Briggs and Stratton, and he told me my anger should be directed against the latter.Desired Settlement: The way I would like for this unsavory business to end is:1.) Briggs and Straton to send a new engine to C&I hardware to attach to my mower; or2.) An outcome where Toro and Briggs and Straton provide me with an entirely new mower (with no financial penalty to C&I True Value Hardware) provided that that replacement mower is anything but a Toro and has a Honda engine; or3.) The purchase price of the original mower be given to me.

Business

Response:

We have received the complaint and are gathering the details. We will contact the customer direct.

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,

[redacted] ADDENDUM: Two pieces of information I did not have at the time of the original complaint: The engine family is [redacted] and the Serial Number is [redacted]. This engine was installed on a Toro Model 20334 self-propelled lawn mower (with electric start). The S/N on the mower itself is [redacted].In order to gain a better feel for what's going on mechanically and/or electrically with this engine, I also invite you to contact the service technician at [redacted] in [redacted]. His name is Lloyd, and the store's telephone number is: ###-###-####. All I know for certain is that Lloyd has been working on this engine on and off since June 2, and he seems to be totally exasperated.Thank you for your response.

Review: I purchased a Brute Self Propelled Mower from [redacted] in [redacted] on May 29, 2013 in the amount of $317.69. This mower has a Briggs and Stratton engine, Model Number on the engine is 128M02-0943-F1. On Saturday, November 9, 2013; I attempted to mow my yard for the last time of the season. Let me first say, when I started the mower, it had a full oil pan and a full tank of gas in the engine. After the mower started and I made two passes in my yard with the mower, the engine made a loud popping noise and then stopped completely. I proceeded to check the mower and then saw oil coming out of a large hole in the side of the engine. The piece of the engine was about 6 inches long that was now laying on the mower deck with the oil gushing out of the hole in the side of the mower. I immediately located my manual and saw that this mower has a 2 YEAR WARRANTY ON THE ENGINE. Now not even being 6 months old, I didn't think that getting a new engine for my mower would become an issue but it has!

I called and emailed Briggs and Stratton on Saturday November 9, 2013 with the problem. On Monday, November 11, 2013 I received a phone call and was told to take the mower to an authorized repair center in my area to be diagnosed. I then took the mower to Doc's Lawn and Garden in Massillon, Ohio on Saturday November, 16, 2013. They called me on Monday November 18, 2013 and stated to me that there was no oil in the mower. I explained that there was a full oil pan of oil and it must have came out of the side of the engine that now has a hole in it. I then had my fiancé call back to Briggs and Stratton Monday evening to report this information and to call Doc's Lawn and Garden regarding this situation. A representative from Briggs and Stratton called my fiancé back today Tuesday, November 19, 2013 and explained that they spoke with Doc's Lawn and Garden more and the engine had oil in the oil pan but there wasn't enough to properly coat the engine and wasn't getting into the engine. This sounds like a defective engine to me and it is not the fault of me the consumer that the oil is not getting into the engine properly. I did what I was suppose to and put oil in the engine along with gas! The representative that spoke with my fiancé then proceeds to tell her that if she is not satisfied with the findings of the repair center that she can pay to return it to Wisconsin to have it further diagnosed by them. EXCUSE ME, WE ARE NOT PAYING ANOTHER CENT FOR THIS ENGINE/MOWER TO BE REPAIRED! IT IS STILL UNDER WARRANTY! This is the worst customer service I have ever dealt with in my life. My fiancé also requested to speak with a Manager and she was told that she could not speak with a Manager and that one would have to call her back. Neither me or my fiancé received another phone call back today from a Manager.

The engine is still sitting at Doc's Lawn and Garden in Massillon, Ohio as of right now awaiting a resolution.Desired Settlement: There are only two options that will be acceptable to me at this point. First being a new engine installed on my mower at no additional cost to me by Doc's Lawn and Garden, I will not be paying for shipping to send this engine/mower anywhere since it is already sitting at their authorized service center or second a full refund of my $317.69! If this is not resolved within the next 7 business days, my next steps will be to contact the Attorney General of Wisconsin and Ohio as well as Consumer Affairs.

Business

Response:

Briggs and Stratton authorized repair center (Doc’s Lawn & Garden, Inc. in [redacted]) has examined the subject engine and concluded the failure was caused from insufficient lubrication. This was confirmed based upon our review of the photos of the engine received from the dealer. The Briggs & Stratton engine warranty covers defects in workmanship or materials only. The warranty does not cover scored or broken parts because an engine was operated with insufficient lubrication caused by lack of routine maintenance.

Review: I bought a push lawnmower this year in April 2013 and used it until August of 2013. (purchased from [redacted]). During the last use the mower started to vibrate and after a close inspection I found the engine had cracked around all four corners where it mounts on the deck. Then I took it [redacted] and they said I have to take it authorized warranty dealer. With my sons help I took it to [redacted] nearby, after two weeks they said the shaft was bent. They asked if I hit anything and I said no. They declined to repair or replace the mower. I asked they provide the reasons in writing. I leaved at the house for twenty years and have the same lawn and terrain, my neighbors will agree that my lawn does not have any object that will hit the bottom of the mower. My first mower I used for several years and broke because of the transmission, this new one I only used for four months. Another issue I encountered at the dealer is that they said the engine and body of the mower are separate warranties and they make the whole process so discouraging as if they already refuse to repair or replace. Also they assume all consumers are ignorant. Our family is educated with doctors and engineers and don't believe in gaining from providing false information. This is clearly a defect in engineering. BRIGGS & STRATTON has used a low grade metal (Cast Iron) to manufacture these engines and they could be several reason why the cracked occurred. 50% of the reviews are related to warranty issue with this company and similar as I mentioned above (bent shaft). Briggs & stratton should be ashamed to label made in America, to deceive consumers and to increase profit margin. All I am asking is a replacement or to repair the mower.Desired Settlement: The company should continue improving the product. Treat all consumers morally and respectfully instead chasing them on a wild chase. Mostly older people are taking care of there gardens and lawn so please be considerate.

Consumer

Response:

On Tue, Oct 1, 2013 at 10:17 AM, [redacted] wrote:

Mr. [redacted],

I have received the response by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. please update and close file.

Regards,

[redacted] and [redacted].

Review: FROM THE FACTORY DEFECTIVE GAS PRESSURE WASHER PURCHASED FROM LOWES HOME IMPROVEMENT STORE WHO STATE THAT BRIGGS & STRATTON ARE RESPONSIBLE FOR REFUNDING MY PURCHASE PRICE OF $319 + $66 IN REPAIRS TO MONTIBELLO SERVICE, THE "AUTHORIZED SERVICE CENTER" WHO DID NOT SUBMIT REPAIRS TO THE WARRANTY CENTER FOR COVERAGE FORCING ME TO PAY OUT OF POCKET FOR DEFECTIVE EQUIPMENTDesired Settlement: REFUND OF $319 PURCHASE PRICE AND $66 FOR REPAIRS FOR $385.00 TOTAL

Business

Response:

water in fuel, now a warranty repair, reimbursing customer as good will concession

Consumer

Response:

Review: Purchased a MTD lawnmower with a Briggs & Stratton (B&S) engine 6/8/13. after 2.5 months and 5 - 6 uses, the piston comes threw the side of the engine. I had just checked the oil level before use, as I always do. It was at the recommended levels. I took it in for warranty repair on 8/28/13 to [redacted]'s [redacted]. When they examined it, they stated they had never seen anything quite like this and it definitely would be warranty repair. Almost 4 weeks later, I am still waiting on my lawn mower. I call once a week to check in. The repair place says they are waiting on B&S to approve the repair and that they keep asking for pictures. Well today, the city I live in gave me to this weekend to get my lawn cut or I would be fined. Enough is enough. I just want my money back and I will go and purchase another brand of mower from another vendor. If they can not stand behind there on product I should not be forced to keep it.

Transaction Detail

Transaction Date 06/08/2013

Post Date 06/10/2013

Transaction Amount $319.74

Transaction Reference Number MT[redacted]

Merchant Type Merchants open to the general public that sell a wide range of home products and supplies

Method Card Number Captured 90 - Card Swiped - Magnetic stripe full track data read

Card Presence 0 - Card present at time ofsaleDesired Settlement: Refund the money spent on this lawnmower.

Business

Response:

Customer called originally on 9/18 demanding this unit be fixed or that he be reimbursed immediately.

Diagnosis from our authorized dealer stated that the unit brought in low on oil, oil was black in color, had scoring on cylinder, oil pan oil was not fresh, inside of unit was dirty, SC has taken pictures and submitted them to Briggs warranty, SC claims this is not a warranty covered issue, they offered disputed warranty to the customer but time frame was lengthy due to SC in busy season and were behind. Units are repaired in order they are received.

Review: I purchased a Murray Lawnmower on 03/19/15 from Walmart located in Rockwall, Texas. The mower has been in the repair shop 3 different occasions for the same repair (non-starting). The first repair occurred less than 2 months after purchasing the mower. Each time it is in the repair shop, it takes 3-6 weeks for the repair. The last repair, the manufacturer did not pay for the repairs. I paid for the repairs out of pocket.

A warranty that makes it impractical, if not impossible, to get satisfaction is worthless and most probably not enforceable. If a problem can’t be fixed after a certain number of attempts or a given period, you’re entitled to at least part of your money back. Texas is one such state that has strong defective products (lemon laws). I have made multiple attempts to have the manufacturer replace the mower to no avail. I even contacted a product replacement warranty I purchased through [redacted], 22660 Executive Drive, Suite 122, Sterling, Virginia 20166. I have received no satisfaction from [redacted] either. [redacted] states that the manufacturer is responsible even though they are a product replacement warranty. No representative from [redacted] can explain why they will not replace the product even though I have documented 3 repair attempts for the same (non-starting) problem.

I was unable to include [redacted] in the business section of this complaint, but I ask the State of Texas, Attorney General Consumer Protection Division to include [redacted] in my formal complaint.

Along with companies’ express warranties, there are also “implied warranties” under state law. The Uniform Commercial Code, a set of laws adopted in much the same form by all states that provides an automatic “implied warranty of merchantability.” That unwritten protection guarantees that consumer products are free of substantial defects and will function properly for a reasonable period of time.

There has been nothing "reasonable" about the defectiveness of this particular product. Nor is it "reasonable" to be without the service of this product for weeks at a time while it is either being repaired for the same (non starting) issue, or being rejected for repair by the manufacture for the same (non starting) issue.

The fact that this particular product has a history of failing to start is a seriously defective issue. The mower must start in order to be used for the purpose it was purchased for. When it fails to start, it cannot be used for the purpose in which it was purchased for. That is a defective product.

It is unreasonable to expect the purchaser (me) to continuously address the seriousness of the non-starting issue. This places an undue burden upon the purchaser (me). Furthermore, it is unreasonable to expect the purchaser to have this particular product out of service for periods of 3-6 weeks for repair during mowing season. It is customary during mowing season to utilize a push mower once per week and at the absolute minimum, every 2-weeks. The time out of service for product repair is unacceptable.

In 2005, the company added Simplicity Manufacturing Inc., and Snapper, Inc., to the Briggs & Stratton Power Products line. Murray, Inc., one of its largest customers, collapsed owing the company $40 million, and to minimize the loss Briggs & Stratton purchased the name, marketing rights and product designs of that company.

Briggs and Stratton owns the product name Murray, the product designs, and the marketing rights. They are indeed the responsible party.Desired Settlement: The desired outcome for this particular lemon product can on be either replacement of this defective product or refund of the purchase price.

Business

Response:

Per the authorized Briggs & Stratton dealer, in June 2015 the engine was presented with moisture in the fuel, carburetor was replaced at no charge to customer, subsequent non-starting issue in Aug 2015 was also moisture in fuel, dealer flushed fuel system at no charge to customer. 25 Mar 2016 the engine was presented to dealer low on oil with fouled spark plug and dirty carburetor. No manufacturing defects found, not a warranty repair.

Consumer

Response: