Manufacturers in China

We are investigating the complaint and are attempting to contact the customerScag has never been contacted by the customer

Mr [redacted] mower was repaired under warranty and is fully operableIt was an electrical issue, (loose fuse block), that was difficult to diagnose but it was found by our dealer and correctedIt is our understanding that the dealer also provided piand delivery service and a loaner mower while his mower was out of serviceMr [redacted] did not contact Scag directly, he worked through the dealer and distributor which is the correct procedureWe regret that he is dissatisfied with the service provided, but the mower was repaired in accordance with our warranty procedure and the Scag distributor did also offer an in store creditA refund or replacement will not be provided

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 belowWe understand what you have determined to be the cause of the engine failure but still haven't given an explanation as to how or why dirt got into the engineWe are not going to pursue this matter any longer but we are a growing landscaping company and will be purchasing future equipment but it will certainly not be Scag or Kawasaki products!!!! [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

This complaint is for an engine failure Per the Scag Limited Warranty Statement included in every operators manual and listed on our web site, engine warranty claims must be filed directly with the engine manufacturer We did contact the dealer and ask for any additional details regarding this The dealer stated they have tried to file a warranty claim through Kawasaki engines and the warranty claim was denied due to "dirt ingestion" See attached pictures showing the dirt ingestion and a copy of the dealer invoice stating that Kawasaki denied the claim.This complaint should be filed with Kawasaki engines for their review as they handle the warranty on their engines directly.Thank you

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,
*** ***

Scag's comments in regards to the fuel system being modified or altered is a complete lie, They are factual in regards to the Fire Marshal who saw the mower in person being unable to establish the cause of the fire due to the severity of the burning, the Fire Marshal does mention in his report of seeing the arcing in the wiring thoughScag has sent nobody to review this mower and admittedly has only seen pictures and they were the ones requesting the Fire Marshal reportTheir lack of cooperation to stand behind their product and warranty only serves to demonstrate their lack of integrity and Buyers should be warned and aware prior to doing business with a company that would knowingly put the public in harms wayWhen *** *** of the Harrison, ARof the Millers dealership, first contacted *** *** office, they told him that they had seen this before and believed that the fire was caused by over filling the gas tank and the overflow line into the emission canister started the fire, I was told this by *** *** the dealer whom I have been doing business with for several yearsThe only inconsistent stories being told are by Scag and its representatives, bottom line, if they obviously know they have a problem with a product then why have they refused to correct the problem and put the buying public in harms way? If I would not have been on my toes that day, I could have been seriously injured or killedI expect a refund for the remaining balance of the mower loan at the time of the incident and my $deposit back so that I can purchase a safe mower from another manufacturerI have had a commercial lawn care business for several years and have owned many different zero turn mowers through the years and never has one caught fire, until nowAttached is a copy of the Fire Marshal report and the Invoice from Millers for work performed on the wiring that was incorrectly installed at the Scag factory 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,
*** ***

Scag warranties apply only to the original purchaser of our products and are not transferable upon resale as used equipmentThis has been a Scag policy for many years and is a standard policy for most manufacturers of power equipment and many original equipment manufactures in a variety of
industries

[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.
The Dealership picked the mower up today and refunded my money due to the mower still not being fixedThis complaint can be closed. Regards,
*** ***

The examination of the complainant's mower by the dealer and our examination of photos indicate that the fuel system of the mower was modifiedIt is our opinion that the modification was made prior to the fireThe ignition wire issue mentioned in the complaint was corrected well before the fire and could not have been a contributing factor given the apparent location of the fire and the location of the wireThe mower was used by the complainant for over a year.The report of the fire marshal stated that the cause of the fire was inconclusiveThe mower's owner was advised to refer the claim to his insurance company for further investigationInstead of doing so he attacked Scag on social media and filed this complaint. No further consideration will be given to this claim

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,
*** ***

Customer refunded

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. My original contact with Scag Power Equipment in regards to this matter is consistent with my complaint to Revdex.comTo say it is not, only proves their lack of integrity.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Engines warranties are provided by the engine manufacture and not the mower manufacturer as a standard practice throughout the outdoor power equipment industry. Both the selling dealer and engine manufacturer examined the engine and determined that failure was due to dirt ingestion, not from a manufacturing defect or fault. No further action will be taken by SCAG.

Claimants comments and description of events differ from his original contact with Scag. We are investigating.

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.
Used mower this evening (5/19). The mower lost power again after mowing about 40 minutes. The mower is not fixed. I will contact the dealer yet again to have them "fix" the mower  again. This is a lemon mower. 
Regards,
[redacted]

We are investigating the complaint and are attempting to contact the customer. Scag has never been contacted by the customer.

This complaint is for an engine failure.  Per the Scag Limited Warranty Statement included in every operators manual and listed on our web site, engine warranty claims must be filed directly with the engine manufacturer.  We did contact the dealer and ask for any additional details...

regarding this.  The dealer stated they have tried to file a warranty claim through Kawasaki engines and the warranty claim was denied due to "dirt ingestion".  See attached pictures showing the dirt ingestion and a copy of the dealer invoice stating that Kawasaki denied the claim.This complaint should be filed with Kawasaki engines for their review as they handle the warranty on their engines directly.Thank you.

Mr. [redacted] mower was repaired under warranty and is fully operable. It was an electrical issue, (loose fuse block), that was difficult to diagnose but it was found by our dealer and corrected. It is our understanding that the dealer also provided pick-up and delivery service and a loaner mower...

while his mower was out of service. Mr. [redacted] did not contact Scag directly, he worked through the dealer and distributor which is the correct procedure. We regret that he is dissatisfied with the service provided, but the mower was repaired in accordance with our warranty procedure and the Scag distributor did also offer an in store credit. A refund or replacement will not be provided.

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. We understand what you have determined to be the cause of the engine failure but still haven't given an explanation as to how or why dirt got into the engine. We are not going to pursue this matter any longer but we are a growing landscaping company and will be purchasing future equipment but it will certainly not be Scag or Kawasaki products!!!!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]