The Toro Company

Please forward or provide a copy to the authorized service dealer, who, is servicing your machine

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 meHowever, the Credit card Used to make the original purchase was stolen about a month ago and will not workI have a new Credit card Number information which I should forward to them [redacted] A [redacted] ###-###-####

I am rejecting this response because: [redacted] < [redacted] @yahoo.com> To Lawn-boy Customer Care Today at 4:PM Download Invoice 06_22_.pdf Reply, Reply All or Forward | More

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ 12/10/ Greg, Thank you for your recent contact to the Revdex.com of Minnesota Please bring the mower to one of the Toro dealers belowOnce the mower is at one of these dealers reply back to this e-mail with which dealer the mower is atToro will then have our Service Manager call the dealer and explain to them how to acquire a new fuel tank and cap for your mower and have it installed at no charge MORGAN POWER EQUIPMENT INC PLYMOUTH STREET, HALIFAX, MA US Phone: (781) 293- FRED'S DUXBURY FSHOP IN SUMMER ST, DUXBURY, MA US Phone: (781) 585- Should you require further information or assistance, please do not hesitate to contact us Sincerely, Kevin Toro Customer Care Case Number

Revdex.com, Thank you for sending Mr [redacted] 's response.We have attempted to reach out to [redacted] several times for more information and have not been able to get through to them At this time their mailbox is full and the phone is disconnecting We will continue to review and address this issue on our end However, this is a separate business which is not owned by The Toro Company; therefore, we recommend Mr [redacted] visit the dealer to obtain his mower If there are further issues with the machine, we would be happy to work with him to have another dealer inspect it for him if this is required When we had our last communication with Pro-Power, they let us know the machine would be ready However, if the machine needs to see another Toro dealer, please have Mr [redacted] email us at [email protected] when the machine arrives We would be happy to work with him to get to the bottom of any issues.Toro Consumer ServiceCase Number [redacted]

Revdex.com, Thank you for forwarding Ms***'s complaint regarding her mower issues.From her description, she has had the machine inspected from an authorized Toro dealer who has found the cause of the difficulties with her machine related to maintenance related issues We decline to refund her for these expenses.However, we would like to share ways to prevent carburetor cleanings and belt repairs.- Ensure your fuel has 10% or less ethanol content If a non-oxygenated option is available near you, this is a great option.- Do not let fuel sit in the machine for longer than days In addition, we recommend using a fuel stabilizer as this extends the life of the fuel.- Make sure the air filter is clean Check the air filter more often in very dusty conditions as a dirty air filter can introduce contaminants into the carburetor and engine.- Clear the mowing area from any large debris such as sticks, toys or other items - Clean the underside of the mower to avoid clippings to get into the belt area.We hope these items are helpful to help her avoid maintenance related issues from occurring in the future.Toro Consumer ServiceCase Number [redacted]

the Toro Company offered to reimburse $towards the replacement extension cord out of Customer Care this offer was made on 03/02/

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Revdex.com, We have contacted [redacted] and requested to have further information to investigate this issue further Toro Customer Care Final Business Response / [redacted] (4000, 8, 2015/10/01) */ Revdex.com, Thank you for forwarding this complaint We have investigated this issue with our dealer and found the machine did not fail as a result of a defect in the productThis is an issue not covered under our warranty Sincerely, Toro Customer Care

9/20/ [redacted] , Thank you for your recent contact to the Better Business of Minnesota We are sorry to learn of the difficulty you have experienced with your Toro mower, and appreciate you bringing it to our attention.Please have the mower seen by one of the Toro Authorized Service Dealers listed below They will be able to diagnose the problem and assist in getting the mower corrected The warranty specifically states Toro will warranty and repair any manufacturing defect at no cost to the customer during the specified warranty time period For optimal performance small engine manufacturers recommend purchasing no more gas than what you will completely use in a two week period Equally as important is to add fuel treatment stabilizer to the gasoline container when you purchase the gas Where available, the use of non-oxygenated fuel can optimize the performance of the small engine [redacted] HELENA, MT USPhone: ###-###-#### [redacted] HELENA, MT USPhone: ###-###-#### Should you require further information or assistance, please do not hesitate to contact us.Sincerely,KevinToro Customer RelationsCase Number [redacted]

Initial Business Response / [redacted] (1000, 8, 2015/08/04) */ Revdex.com, Thank you for your inquiry regarding Mr [redacted] 's mower issue After investigating this issue with the dealer, we have determined the failure of the machine was due to impact damageThe machine did not fail due to a product defect His mower has been repaired and is ready for pickup from the dealer Sincerely, Toro Customer Care Revdex.com Case Number XXXXXXXX Toro Case Number XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for responding to this complaint let me say that this product is capable of failing as you mention that dose not make this product perfect in any shape or formAs an owner I know my responsibilities for the safe operational on this unit and will continue to use Toro products The question I have is there any adequate warning, protection or safety features that would have prevented my InjuryIn My understanding there are several types of defects, including defect in the manufacturing, defect in the design, and defect in the warning (improper labeling) and marketing defects (insufficient instructions)I can insure you if I would have known about this in advance I would have never got to this situation with your productThank You

I am rejecting this response because: Apparently Toro has an automated response for their consumers, which I find appalling I received almost the exact same message from a customer care representative in a prior email from Toro The customer care reps must not understand how the snowblower works, because the part I am requesting does not come in electric contact with any parts of the machine whatsoever The fact that their argument is for customer safety is complete bogus The part I need is controlled by a rod chute (which is manually turned by the operator), which in turn, turns the gear and rotates the chute from side to side This rep acts like I am trying to change a spring or function of the actual motor I wish Toro actually knew what they were talking about, and they certainly do not want to accommodate the consumer, as they previously mentioned here, or they would not require you to purchase an entire new snowblower, instead of one tiny little gear that has nothing to do with the electrical components (the basis for their reasoning to not offer it).I do not accept this response from the customer and I expect a full refund of the unit so I can purchase one from a company that actually cares about the people that keep it in business

Revdex.com, Thank you for forwarding Mr [redacted] 's complaint.We have investigated this issue with the dealer B & T Small Engine They said they repaired the machine and started it to make sure it was working properly before it left their store However, Mr [redacted] said they did not start the machine to test it and claims it did not work when he brought it home B & T has the machine now and claims it was run without the proper amount of oil and has damaged the engine They have added the proper amount and has got it to run again, but they believe something happened to the mower after it left their shop and it would not have engine damage if the machine was not run.As the manufacturer of the machine, we do find any manufacturers defects or warranty items causing the said issues Therefore, we decline to replace or repair this machine at no charge.Sincerely, Lawn-Boy Customer CareCase Number [redacted]

6/22/***, Thank you for you contact to Lawn Boy regarding issues with starting the lawnmower As you know, the warranty specifically states Lawn Boy will warranty and repair any manufacturing defect at no cost to the customer during the specified time periodIt goes on to state, machine maintenance isnotconsidered warranty and therefore costs that are specific to maintenance are the responsibility of the ownerThe technician who reviewed your machine determined the operating issue was related to fuel oxidization causing the “gumming and clogging” of fuel jets in the carburetorGummcarburetors cause serious problems in power equipment that see intermittent use or long periods of storageFor optimal performance small engine manufacturers recommend purchasing no more gas than what you will completely use in a two week period Equally as important is to add fuel treatment stabilizer to the gasoline container when you purchase the gas Where available, the use of non-oxygenated fuel can optimize the performance of the small engine Please see the information from the Outdoor Power Equipment Institute, an objective organization, that speaks to the importance of proper fuel maintenance for small engines I’ve also included an article written by technicians at organizations completely independent of Lawn Boy that shed light on this topic as well In it, you will see this is not a Lawn Boy issue, but an issue encountered by small engines across the industry Despite the service technician’s determination that the repair was related to maintenance and not a manufacturing defect, Lawn Boy, in good faith and interest of preserving a valuable customer relationship authorized a 50% ($ ) reimbursement of your repair minus the blade as that is a wear items that has to be replaced as needed Please allow up to days processing timeWe hope you understand we try to handle these kind of matters so we are consistent with everyone I hope we can be of further assistance to you in the future Outdoor Power Equipment Institute:https://www.youtube.com/watch?v=RcfgxtMYupg&index=24&list=PL9994FF533B...⇄ Green Industry Pros.com (url)http://www.greenindustrypros.com/article/12032255/fuel-treatment-advice-for...⇄ Sincerely,KevinLawn Boy Customer Care Case Number [redacted]

The product is beyond the warranty and the issue is not a manufacturing defect therefore no warranty coverage

We have asked for a copy of the invoice for the $repair The customer has asked the dealer and they were unable to provide it todayHe will folltomorrow and send us a copy of it for review.Toro Customer Care

We have verified with the Distributor Service Manger in charge of the dealer in of the dealers in Nebraska that the mower was brought to [redacted] The dealer has determined that the axle shaft is the cuase of the issue and are replacing this part under Lawn-Boy warranty

4/26/Debbie, Thank you for your contact to the Revdex.com of Minnesota We are sorry to learn of the difficulty you have experienced with your Toro mower, and appreciate you bringing it to our attention Toro seeks to gather more information about your issues with the zero turn mower What are the issues you are encountering with the mower? Is the mower currently at the dealer? Toro will have our Service Manager call them regarding the issue and assist them with any questions about what needs to be done to correct the mower.Should you require further information or assistance, please do not hesitate to contact us Sincerely,KevinToro Customer Care Case Number [redacted]

Revdex.com, Thank you for forwarding Mr [redacted] 's response.As the manufacturer of the machine, we do NOT find any manufacturers defects or warranty items causing the said issuesTherefore, we decline to replace or repair this machine at no chargeWe apologize for this typing error.Sincerely, Toro Customer Care

Thank you for recent contact to the Revdex.com of MinnesotaAlthough our desire is to accommodate you, The Toro Company does not supply replacement parts for the electric motors or parts that come in contact with the electrical components used on our appliance productsOur decision not to offer these parts was determined on the basis of a number of factors First, the Toro Company is concerned about the safety of our customers and the electrical hazards that may result during the repair processSecond, the replacement of single parts (i.ebrushes, springs) tends to be short-termed due to existing wear on the armature shaftThird, many times the cost of repair or replacement of a motor will be more than the cost of a new blower For customer’s safety, the harness and internal electrical repairs must be “hi-pot” tested to make sure they are safe This test is not something readily available to all customers therefore we do not sell internal electrical partsWe apologize for any inconvenience this may cause Please know you have an open invitation to contact us at any time.The product carried a two year warranty from the purchase date of 11/2/ The warranty is not expired by two years Sincerely,KevinToro Customer Care Case Number [redacted]

Revdex.com, Thank you for sending a copy of Mr [redacted] 's complaint.Our warranty statement says we will cover the repair of any manufacturing defects in the product If the authorized Toro dealer inspected the machine and determine the repair was not due to a defect or an item not covered by the warranty, the customer would be responsible for the repair Our warranty does not include refunding for the product.Should Mr [redacted] feel the charge was a defect, we ask that he send us a copy of the paid receipt for review and consideration Please have him send the receipt to us at [email protected] and reference his case number [redacted] .Sincerely, Toro Customer CareCase Number [redacted]