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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Ariens statements are accurate, however pet my last conversation with *** Ariens told him that "He doesn't have to deal with me anymore" My only direct point of contact has been ***, I reached out to ariens who told me too continue using ***, and now he's telling me he doesn't have to help Meanwhile my tractor still isn't working I've invited ariens once before to send somebody from their facility out to assess this problem Maybe now that *** isn't expected to help they would be willing to send somebody.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

[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 My only question is who is Mr.***'s and please send contact information for the dealership in which I am supposed to have my tractor serviced.Thank You for your prompt response
Regards,
*** ***

Mr*** purchased his tractor on May 22, This machine comes with a year manufactures warrantyAs per all manufactures Ariens has a warranty in place for a period of time to cover unexpected failures that may occur, as was the case for Mr*** in regards to the transmission repair on
9/2/This repair was covered under warranty with no out of pocket expenses incurredMr***’s machine is outside of the warranty period as of May 22, Any further repairs would be at the expense of the owner. Thank you, ***

Ariens has been in contact with the customer and an agreement was reached that the customer would accept a partial checkHe requested this be send to a charity however we indicated that it would be instead sent to his home and that he could donate as he seen fitWe confirmed his mailing address
with him and a check in the amount of $was mailed to the customer on 3/9/

We sincerely apologize that the machine arrived at the consumers home not meeting the customer’s expectationsIn manufacturing, defects do happen as well as assembly mistakesThis is nothing we are proud of, but it does happen from time to timeWe stand by our products with a limited warranty for
this type of failure and there no there is no charge for parts or labor. We do work direct with national retailers, like *** *** (**), as well as independent dealers when situations like this ariseSince the consumer did not purchase the unit from us direct, it’s up to the consumer to work with ** to get this resolved** has a process to let us know if there are missing parts, so we can ship parts ASAPWe have not personally been contacted by **When we reached out to them after hearing about the situation, they made commitments, but have not followed throughWe have documented conversations with ** and it sounds as if they are dropping the ball and not communicating with the customer. We proactively found a dealer in the area, “*** *** * *** ***” and spoke to someone named Valerie, who is willing to help in this matterThey will make contact with the consumer to let them know the next stepsBecause of the consumer’s schedule, it’s hard to keep contact communication with her, as she is available after we are closedWe did send her an updated email today with this progress

Tell us why here...The Ariens Company has agreed to provide Mr*** with a new engineWe would send it to a dealer to install, free of charge for Mr***This would be an LCT engine, which we install on most of our current models(His engine would be an LCT 254cc engine)We don’t have offer a Briggs and Stratton engine that would retrofit his machine
The engine will only be issued after Mr*** signs a release form releasing Ariens Company and their dealers from any future claims related to *** *** *** ***
If this is a satisfactory solution, please have Mr*** reply agree to the offer and our legal team will begin drafting a letter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Mr*** had contacted Ariens Company initially October of in regards to his bagger not functioning as expectedAt that point Ariens Company was in contact with both Mr*** and the dealer, Wagner Truck EquipmentWhen speaking with the dealer we attempted to trouble shoot this issue
The dealer was going to pull the machine back in for inspection and provide pictures of the issue. The pictures were received on our end and do not show any further correspondence between any parties after 6/10/until this Revdex.com notificationAn Ariens Company product support leader contacted Wagner Truck Equipment today, 5/18/2016, and it was decided to make the change on Mr***’s unit from a vertical blower to a commercial horizontal blower to elevate the bagger issue Parts have been ordered and will be shipped to the dealer at no expense to Mr***The dealer was contacting Mr*** to make arrangements for the repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I appreciate the prompt response from the business However, it appears that their response is based on some incorrect assumptions regarding the frequency of mows of my yard as well as the failure to clean debris from underneath the mower after use For the record:(1) This mower has been used solely on my personal property (approximately 1/acre of open grass) (2) In general, I mow the grass during season about once every days though occasionally there is a delay of 1-days due to heavy rains.(3) The length of the grass mowed is usually about 3-4" unless either rain delays a mow or during the periods when the mower has been away for repair I usually mow it down to 2", so the mower is removing about inches of grass (not a lot!!)(4) The type of grass in my yard is a combination of blue grass, rye and fescue (typical of personal lawns).(5) With the exception of this past time (when my outdoor faucet was broken and I had no access to a hose), I have always followed the owner manual recommendations after a mow, i.e., hooking my hose to the washout port and following instructions from the manual(6) While I don't have access to the company's statistics regarding complaints for this model, common or otherwise, the model has evidently been discontinued There was obviously some reason for this.(7) I do appreciate the business sending new wheel covers and tire replacements as this will hopefully rectify the poor design that allowed way too much debris to get underneath the mower when compared with competitor models.I do hope the business will additionally send me a personal written apology for the expense and inconvenience I've incurred with this lawn mower, as well as to follow up with me to see if this truly rectifies the problem.Thank you for your attention to this matter
Regards,
*** ***

The dealers are our eyes and ears in the fieldThe feedback they provided is what I based my facts off ofFact of the matter is, if any part of these spindles were as poorly constructed as the customer claims, we would have many reports of premature failures, which we don’tWe will be sticking to our warranty statement and not be able to accommodate the customer’s request

It is good to hear that Mr*** has taken his machine into the dealership The dealership will diagnose and repair under warranty as neededPer Ariens warranty we will repair, during the warranty period, any manufacturing defect as determined by the dealership at no cost to the customerMr***’s warranty coverage expires 4/29/Piand delivery to the dealership is not covered under warrantyWarranty details can be found in the owner’s manualIn regards to “the company evidently had many problems” As a business and to stay competitive, as is the case with any manufacture, we are always reviewing and updating the design of our machinesThis is in no way an admission that the previous design had any kind of design flawEach Ariens dealership is independently ownedIf Mr*** is looking to trade in his machine this is a transaction that would take place between Mr*** and the dealershipThank you,***

Mr*** contacted our company for the first time on 12/29/asking for assistance because his tractor with the snow blower attachment frequently would stop workingMr*** was working with *** at *** Hardware, because we cannot see the product over the phone, we depend on our dealer
network for this support*** contacted our Technical support team again on 1/4/and we suggested he speak with *** and encouraged him to call us back if he or *** had questionsOn 2/1/a negative social media post was published by Mr*** and at that time we attempted to reach him via phone and the call was disconnectedOn 2/22/we contacted the dealer to gain a better understanding of the situationOn 2/23/we emailed Mr*** to follow up on any outstanding questions or concernsMr*** did respond on the 23rd and indicated that *** could not resolve his issue and he was frustrated that he was stuck with an insufficient machine and he wanted his money backAs per our warranty policy we diagnose and repair through our dealer networkOn 2/24/we emailed Mr*** and offered to work with both himself and *** to get to the root of the problem and to come to a resolution on the performance of this machineWe did not hear back from Mr*** after that pointTell us why here

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 normal 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 reverse. They keep saying this is a normal 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 behind. Regards,
[redacted]

I am unsure of the status of Mr. [redacted]’s mower. In the last correspondence the understanding was that the hardware kit had been shipped out, has that been received? The drive spring was shipped to the dealership, has that been replaced? The floor mats, the question is still outstanding as to how the floor mats were ordered so that I can follow up. I will be happy to look into all of this to make sure that Mr. [redacted]s machine is in good working order and he has the parts ordered however, I do need a bit of follow up information. Ariens Company, as with all manufactures, has a warranty in place to cover unplanned situations. I would like to confirm that all warranty work has been completed at no expense to Mr. [redacted]. Keeping in mind that pickup and delivery is not covered under warranty if this was an incurred fee. Thank you[redacted]

We have reached out to the engine manufacture, Briggs and Stratton for a response to their warranty decline. I sent a follow up email to them again today February 3rd, 2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have not yet determined if I accept or reject anything at this point.  The mower is at Kearney Lawn & Rental in Kearney, MO for repair.  After discussing this with the person there I find that drive system on this mower is new and untried.  And the repair last year was a complete rework of the system because the company has evidently had many problems with the system.  I do know that for $4000 mower that will require work on the drive system every 12 hours of use is completely unacceptable.  We will wait to see if it is repair and acceptable.  Otherwise I would expect a refund of the purchase price towards one of the other mowers this company offers such as a Gravely possibly.  I purchased this mower with the intent of using it for years.  Not reliable after less than 2 years.
Regards,
[redacted]

[redacted] contacted Ariens Company via recent letter on 7/3/2016 and also included a previous letter written 8/15/2014. 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 4 tires and wheel covers. This 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 habits. We 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.

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

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 business. My 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 policy. That 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 policy. Mr. [redacted] is not obligated to continue on with any specific dealer. He has the right to have his machine serviced by any authorized Ariens dealer. As outlined previously we have reached out to Mr. [redacted] on several occasions to work through this situation to warrant a favorable outcome. My understanding is that [redacted], the dealer, also went to Mr. [redacted]’s property to help with this issue. We continue to offer our assistance in working with both an authorized dealer and Mr. [redacted] to get the machine working to his satisfaction.

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 2 times in 2 years. One of those times within 4 months of purchase. If this is how customers are handled I'd have to say they need to look at their policies again. If this were an automobile it would've been called a LEMON! Warranty "ran out" conveniently for them 2 months before the problem arises again. Same part same tractor. I still feel it should be repaired at their cost. I will not be purchasing or recommending for purchase the ARIENS brand to any one and I'll be happy to let others read this correspondence. Unless this issue is resolved in a swift manor. My father has owned simplicity and John Deere and NEVER had this terrible of service. I 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]