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On 3 separate occasions, we have attempted to explain that the noise this customer is experiencing is normal for this transmission.  We have also provided the customer with a phone number directly to the manufacturer of the transmission so that he could hear this directly from them.  I...

have also attached a response which we received from the manufacturer when we questioned them about the noise. 
As we explained previously, the noise is normal, and does not constitute any type of refund.
 
[redacted]
Ariens Company

We have spoken to Mr. [redacted] and indicated that we have contacted the Dealership and in regards to his transmission. We have offered to cover the price of the part and Mr. [redacted] will be responsible for the labor involved in the repair. The Technical Service Supervisor contacted Mr. [redacted] who agreed to this solution.

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 problem. I do not feel this case should be xlosed until the business actually silves the problem
Regards,
[redacted]

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 part. apparently they shipped the materials to Waco Texas instead of teh Colorado location where I purchased the materials. I purchased the mat from the same local dealer, but am convinced they are incapable of solving even the least complex customer service issue. I would prefer to order an appropriate replacement mat directly from Ariens, and ship the one this dealer sent me, back to the factory if possible. Ariens 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 far. My mower is operational, as I replaced the broken spring myself. Thank you for your help.

Per page 30 of the owner’s manual, Ariens Company warrants to the original purchaser that Ariens, Gravely and Countax brand products purchased on or after 1/1/2013 and designated or labeled commercial products by Ariens Company will be free from defects in material or workmanship for the...

time period noted. The consumer acknowledged he “brushed” up against something causing the spindle to break. This 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 warranty. This was verified by an authorized Ariens Company dealer.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
[redacted] picked up the tractor to complete it per the warranty.  I was told that I would owe $65.00 toward 1/2 of the pick up and delivery charge.  The rest of the repair is covered by the warranty company.  On Thursday, 08/06/2015, I received the tractor back from [redacted], in full working order and with a full tank of gas.  They went over operating instructions with us and we are very pleased.  We gave them a check in the amount of $65.00 for 1/2 of the pick up and delivery charge.  [redacted] gave me a credit that included reimbursement for the $65.00 charge.  I am very pleased with the outcome of the situation. Regards,
[redacted]

We appreciate the explanation provided by Mr. [redacted] and a letter was drafted and sent on July 11, 2016.  In regards to point number 6, in manufacturing, as I’m sure is understood, design changes are being made continually. That does not mean, however that previous designs are defective. It 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 performance. How 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

Mr. [redacted] contacted Ariens Company on May 31st of 2016 where he asked someone to contact him. [redacted] in our dealer technical support called Mr. [redacted] on June 1st, 2016. 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 seen. I do not show any contact from Mr. [redacted] after that. I do show that in June of 2016 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 further. If 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 warranty. Thank you, [redacted] Ariens Company

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. [redacted]. We have actively worked with Mr. [redacted] and the dealership to address his concerns. Mr. [redacted] warranty end date is 8/19/2017. We recently spoke with the dealership as of 8/28/2017 and authorized the dealership to place an order for parts and to perform the repair under warranty. Thank you [redacted]

We have spoken to Mr. [redacted] and indicated that we have contacted the Dealership and in regards to his transmission. We have offered to cover the price of the part and Mr. [redacted] will be responsible for the labor involved in the repair. The Technical Service Supervisor contacted Mr. [redacted]...

who agreed to this solution.

Ariens Company was made aware of Mr. Sapp’s mower issues on 8/15/2016. At that time Mr. S[redacted] called expressing concern in regards to intermittent operation. We were contacted again on 1/3/2017 with the same intermittent operation. Ariens did speak with the dealer, Buyea’s Small Engine,  on...

1/11/2017. The dealer did say that they suggested to Mr. S[redacted] the machine with the EFI engine when he was looking to purchase. The dealership also indicated that they have been unable to replicate or experience the failures that Mr. S[redacted] is seeing. Since the purchase the dealer has been working with the engine manufacture (engine warranty is supported by the engine manufacture) in regards to this issue. Buyea’s is a certified Kohler EFI repair center and with working with Kohler obtained and installed a new engine on Mr. S[redacted]’s machine. After that install the same intermittent operation was reported. Again the dealer indicated they could not duplicate the issue. It is Ariens Company’s policy to not take back machines. We 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 that. The dealership did not indicate, during conversation, that a discussion had been had with Mr. S[redacted] in regards to wanting a refund.

In regards to Ms. H[redacted] communication pertaining to Ariens tractor model A21A42 (936073) serial number 009060. As with all manufactures Ariens has a warranty in place to cover those situations that need it, over a period of time. The machine owned by Ms. H[redacted] has a 2 year warranty from date of...

purchase (June 2013) which unfortunately has now passed. At this point it’s not clear which Ariens Dealer Ms. H[redacted] was working with, there are several within a radius of her home address. While this machine is out of warranty and therefore cannot be repaired under the warranty policy, the dealer has the means to contact Ariens to discuss the most economical course of action for the repair. Thank you

Ariens Company did receive an from Mr. [redacted] on Saturday, 7/15/2017 at 1:10pm. We researched the situation, contacted the dealership and responded to Mr. [redacted] via email on Tuesday 7/18/2017 at 12:37pm. Below is the email correspondence sent to the customer. Also Mr. [redacted] account was not...

in-activated. If 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 week. I 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 process. I hope you find this information helpful. Thank you [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 cut. GT states this noise will fade over time, and even if it doesn’t, won’t have any effect on the performance of cut. As the manufacturer, we can’t issue a refund as we did not sell the unit to the customer. He would need to check with the company ([redacted]) which sold him the unit for any money-back guarantee.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] Arien Thank you for this agreement.  Can you see what you can do to make sure the engine specs like Horse power is the same as my current model. Can you please tell me what dealer will do the work and how will it be picked up and delivered to the dealer. Also can it be done in a timely fashion. The snow season is upon us. I do not want the dealer to keep the blower for months like last time. I am just requesting for a different dealer than last time I do not want to deal with that dealer anymore. They are not good people. Can someone from arien call me to discuss how we are going to work this out.  Thanks again to Arien for this resolution.   [redacted] ###-###-####  Thank You

Dear Mr. [redacted],Thank you for your letter of October 14, 2015.  The Ariens Company takes great pride in its customer relations and its products.  Mr. [redacted] bought the snow thrower on April  29, 2009.  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

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 year. Not sure if there was a leak in the oil tank that drained the oil. Having said that, I had an old craftsman snowblower that I used for at least 12 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 2 years after paying a premium price thinking I was buying a premium product. But looks like Ariens has serious engineering issues with their product or are using substandard engines for their products. The 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 this. Never had any issue with my faithful old Craftsman. If 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 pennies. Definitely cannot recommend this product and more over the Name Brand ARiens to anyone. Really 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 11924299, and find that this resolution is satisfactory to me. 
Regards,
Benjamin S[redacted]