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Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below To start with before my third transmission I had only talked to the manufacturer only once, and then I called a second time and spoke to a man who said to take to a dealer So I took it to the dealer of their choice and when the mechanic drove it off the trailer he said that it was not a sound from this tractor The first two times it always started making noise sounds in forward then reverse came not long after Now it is making sounds in forward and I know it will be making scraping sounds in reverseThey keep saying this is a sound but they have not heard mine I just would like my money back!! I can't believe that they do not care how this consumer feels about their product which I think is a piece of Junk and I will make sure that I will not promote their product that they will not stand behindRegards, [redacted]

Ariens Company did receive an from Mr [redacted] on Saturday, 7/15/at 1:10pmWe researched the situation, contacted the dealership and responded to Mr [redacted] via email on Tuesday 7/18/at 12:37pmBelow is the email correspondence sent to the customerAlso Mr [redacted] account was not in-activatedIf there was a system error when trying to access his account we would be happy to work through that as well Hello [redacted] , Thank you for contacting the Ariens Company We are sorry to hear that you are having issues with your new Ariens lawnmower I have taken the liberty of contacting the service dealer you are working with He now has a copy of the instruction sheet for your ROPS system available The hardware kit has been brought to the attention of our parts department and replacement hardware will ship ASAP The drive spring for your unit has shipped and should arrive at the dealership later this weekI was unclear as to how the floor mat was ordered Was the mat ordered from the dealer or did you place the order for the mat yourself? The dimensions of the mat are 13" x 15" and says GRAVELY across the front If the dealer ordered this part for you, I would invite you return the incorrect part and we will get the correct mat shipped out If you placed the order yourself, an order number would be helpful to begin the exchange processI hope you find this information helpfulThank you [redacted]

Mr [redacted] contacted Ariens Company on May 31st of where he asked someone to contact him [redacted] in our dealer technical support called Mr [redacted] on June 1st, At that time Mr [redacted] indicated that he had contacted his dealership and was making arrangements to have the dealership pick up his machine to be seenI do not show any contact from Mr [redacted] after thatI do show that in June of a dealership Kearney Lawn and Rental did a repair under warranty, however I do not show anything aside from that.We would be happy to look into this furtherIf Mr [redacted] could have the current dealership he is working contact Ariens Dealer Technical support we can then have a conversation as to the status of the machine, what if any repairs need made and what is covered under warrantyThank you, [redacted] Ariens Company

[redacted] contacted Ariens Company via recent letter on 7/3/and also included a previous letter written 8/15/We have also been in contact with the dealership (who provided pictures) where Mr [redacted] has taken his machine We have asked the dealership to, replace under warranty, all tires and wheel coversThis is not a common complaint in regards to this machine and after review with the engineering department the wheel covers and tire replacement is being suggested to accommodate grass type and mowing habitsWe have also expressed the importance of consistent removal of grass and debris build up after mowing and the option to mow more frequently to eliminate long grass build up

We appreciate the explanation provided by Mr [redacted] and a letter was drafted and sent on July 11, In regards to point number 6, in manufacturing, as I’m sure is understood, design changes are being made continuallyThat does not mean, however that previous designs are defectiveIt does mean that as a business we are constantly reaching, improving and looking for new and advanced technology and changes so that we are manufacturing the best product to service the customer and to keep us competitive in the market Once the dealer has installed the new parts and time has been put on the machine I would be happy to contact you for a follow up conversation in regards to the performanceHow would you like that contact to happen? Email, phone or letter? Also your dealer has complete access to us so any feedback can also be filtered through the dealer Sincerely, [redacted] Manager, Technical Service

Consumer states that this is order # [redacted] , cost was $419.00, model is razor 21" variable speed self propelled walk behind gas lawn mower

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I do not believe a company is standing behind a customer having to replace a transAxle times in yearsOne of those times within months of purchaseIf this is how customers are handled I'd have to say they need to look at their policies againIf this were an automobile it would've been called a LEMON! Warranty "ran out" conveniently for them months before the problem arises againSame part same tractorI still feel it should be repaired at their costI will not be purchasing or recommending for purchase the ARIENS brand to any one and I'll be happy to let others read this correspondenceUnless this issue is resolved in a swift manorMy father has owned simplicity and John Deere and NEVER had this terrible of serviceI don't accept this explanation which seems to be a way of brushing issues under the rug [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***

Per page of the owner’s manual, Ariens Company warrants to the original purchaser that Ariens, Gravely and Countax brand products purchased on or after 1/1/and designated or labeled commercial products by Ariens Company will be free from defects in material or workmanship for the time period notedThe consumer acknowledged he “brushed” up against something causing the spindle to breakThis is not a defect, rather something caused from when the operator struck something he shouldn’t have, which is again why this is not covered under warrantyThis was verified by an authorized Ariens Company dealer

As with most manufactures, we have a warranty policy in place to cover defects in materials and workmanship for a specified period of time Mr [redacted] has contacted Ariens Company in regards to this issue previously during the warranty period and repair work was completed under warranty at no cost for parts and labor to Mr***We have actively worked with Mr*** and the dealership to address his concernsMr [redacted] warranty end date is 8/19/We recently spoke with the dealership as of 8/28/and authorized the dealership to place an order for parts and to perform the repair under warrantyThank you [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below the business responded, but has not completely solved the problemI do not feel this case should be xlosed until the business actually silves the problem Regards, [redacted] ***

We understand the noise is bothersome for the consumer, however, per the transmission manufacturer, General Transmission (GT), this is a cosmetic issue, which does not affect the quality of cutGT states this noise will fade over time, and even if it doesn’t, won’t have any effect on the performance of cutAs the manufacturer, we can’t issue a refund as we did not sell the unit to the customerHe would need to check with the company ( [redacted] ***) which sold him the unit for any money-back guarantee

All Ariens dealers are independently owned and operated and for that reason can make decisions based on what is the best course of action for their businessMy understating of this situation in regards to the statement that Ariens told [redacted] that he does not have to deal with the customer any more is, [redacted] contacted his Ariens sales manager with a question in regards to his obligation to take this machine back in return It was indicated to [redacted] that the decision was his based on his business policyThat being said we have offered to work with Mr [redacted] and the dealer to get his machine in good working order as is outlined in the warranty policyMr [redacted] is not obligated to continue on with any specific dealerHe has the right to have his machine serviced by any authorized Ariens dealerAs outlined previously we have reached out to Mr [redacted] on several occasions to work through this situation to warrant a favorable outcomeMy understanding is that ***, the dealer, also went to Mr [redacted] ’s property to help with this issueWe continue to offer our assistance in working with both an authorized dealer and Mr [redacted] to get the machine working to his satisfaction

I received the replacement spring from Ariens directly.I received the missing hardware from the local dealer after quite a bit of confusion and delay on their partapparently they shipped the materials to Waco Texas instead of teh Colorado location where I purchased the materialsI purchased the mat from the same local dealer, but am convinced they are incapable of solving even the least complex customer service issueI would prefer to order an appropriate replacement mat directly from Ariens, and ship the one this dealer sent me, back to the factory if possibleAriens seems to be far more interested in good customer service then this awful local dealer is, and I am satisfied with the help they have provided so farMy mower is operational, as I replaced the broken spring myselfThank you for your help

Dear Mr [redacted] ,Thank you for your letter of October 14, The Ariens Company takes great pride in its customer relations and its products Mr [redacted] bought the snow thrower on April 29, He first made a complaint to Ariens Company in April, 2014, five years after purchase The unit has a three year warranty Ariens Company agreed to repair it even though it had been out of warranty for two years We had a local dealer do the repairs and the unit worked as designed Mr [redacted] then complained that the repairs were insufficient By the complaints he was making, it sounded as if he had bad gasoline After several calls, the dealer refused to work with him due to his demeanor on the calls The people at Ariens Company had similar calls and when they asked Mr [redacted] to be polite, he hung up on them Ariens Company asked to speak to the person operating the snow thrower and Mr [redacted] refused.Mr [redacted] asked for a new snow thrower, free of charge, in exchange for his five year old snow thrower.Ariens offered to examine the snow thrower another time with another dealer but Mr [redacted] refused Ariens Company has been frustrated in their efforts to help Mr [redacted] It has actually done much more than required of them [redacted] Ariens Company

Ariens Company was made aware of MrSapp’s mower issues on 8/15/At that time MrS [redacted] called expressing concern in regards to intermittent operationWe were contacted again on 1/3/with the same intermittent operationAriens did speak with the dealer, Buyea’s Small Engine, on 1/11/The dealer did say that they suggested to MrS [redacted] the machine with the EFI engine when he was looking to purchaseThe dealership also indicated that they have been unable to replicate or experience the failures that MrS [redacted] is seeingSince the purchase the dealer has been working with the engine manufacture (engine warranty is supported by the engine manufacture) in regards to this issueBuyea’s is a certified Kohler EFI repair center and with working with Kohler obtained and installed a new engine on MrS***’s machineAfter that install the same intermittent operation was reportedAgain the dealer indicated they could not duplicate the issueIt is Ariens Company’s policy to not take back machinesWe have a warranty in place to repair, at no expense to the owner, any manufacturing defect during the warranty period and we continue to support thatThe dealership did not indicate, during conversation, that a discussion had been had with MrS [redacted] in regards to wanting a refund

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I did fill the oil in the oil chamber immediately after the winter was over last yearNot sure if there was a leak in the oil tank that drained the oilHaving said that, I had an old craftsman snowblower that I used for at least years before I sold it off to buy this bigger and more renowned brand Ariens, assumign I can get years out of it and it last just for years after paying a premium price thinking I was buying a premium productBut looks like Ariens has serious engineering issues with their product or are using substandard engines for their productsThe engine is the core of the Snowblower product, which looks like based on the estimate for replacement comprises of 90% of the product cost, so why would there be no safety built around the engine, that would shut the engine, if indeed the oil was low and prevent the engine from catastrophic failure like thisNever had any issue with my faithful old CraftsmanIf Ariens wants to close this case, without helping me out on this situation, it is indeed a shame as I thought Ariens would stand behind their product and all I have now left are piece of heavy metal that's not even worth penniesDefinitely cannot recommend this product and more over the Name Brand ARiens to anyoneReally disappointed !!! Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Per Mr*** his Gravely machine has an issue with the engine in regards to a second occurrence of a valve cover leakThe Gravely machine that Mr*** purchased is powered by a Kohler engineAs stated in the operator’s manual, under the warranty section, engines are covered under warranty by
the engine manufacturerWe did explain this when Mr*** contacted us on 9/2/At that point he indicated that he would contact KohlerI understand that Mr*** is requesting reimbursement for pickup and delivery of this second occurrenceThis would be up to Kohler to decide if they are willing to cover the pickup and delivery charge as an exception under their engine warrantyThe Gravely warranty states in the operator’s manual, under customer responsibilities, that transport of the product to and from the place of warranty service is at the owner’s expenseThank you

Attached is the final findings from Briggs and StrattonAs stated Briggs factory technicians did a through investigation and determined this was not a failure due to material or workmanship and therefor not covered under warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I fully understand warranty and how it works What I do know is that this mower was launched in and has already been discontinued This leads me to believe it has had many issues (which are supported by online reviews and complaints) We will need to see the outcome of the problem While the warranty as stated ends in April of this issue has recurred twice at about 12-hours of use I would hope that Ariens has and will make the type of repair that will last on a product they promote as a heavy duty personal/light commercial machine So far the reliability has been very poor.From the last comment from the responder tells me they have no interest in trying to satisfy a customer stating what warranty is and that they would have no inclination to assist in trading this machine for another one of their products to fix a problem For an American company (one of the reason I purchased this machine was American made) is a very sad state of industry to not stand behind the product they sell Sad state of customer relations
Regards,
*** ***