The Toro Company

7/13/ ***, Thank you for your recent letter to the Revdex.com of Minnesota and the Attorney General of Ohio We are sorry to learn of the difficulty you have experienced with your Toro mower, and appreciate you bringing it to our attention Toro products are sold at retail by independent businesses throughout the country Your request for a refund of the retail price should therefore be brought to the attention of your retailer As mentioned in our warranty policy, we are responsive in seeing that difficulties are adequately repaired, and we would like to help in this regard The Toro Service Manager has been in touch with T & T Service Center The Service Manager is working with them and the engine manufacture to correct the mower Should you require further information or assistance, please do not hesitate to contact us Sincerely, Kevin Toro Customer Care Case Number [redacted]

Dear [redacted] ***,Thank you for your recent contact to the BBB of Minnesota. As you know, the warranty specifically states Toro will warranty and repair any manufacturing defect at no cost to the customer during the specified time period. It goes on to state, machine maintenance... is not considered warranty and therefore costs that are specific to maintenance are the responsibility of the owner. In your letter to Toro you indicated that a tech named Mike mentioned to you he thought the issue should be covered. A short time later the new tech at the Home Depot diagnosed the mower and did not find a defect. You mentioned in your letter Mike no longer worked at the Home Depot. You indicated the mower is home with you not corrected. Please see one of the Toro Authorized Dealers in your area to look into the cause of your mowers issue as a second opinion so that Toro can get the details of the wheel issue. Once the mower is physically at one of the dealers below please contact Toro at ###-###-#### and reference the case number at the bottom of this contact. Toro will them have our service manager confer with the dealer regarding warranty coverage.VAUGHN'S POWER EQUIPMENT, INC [redacted] KENNER, LA 70062 USPhone: ###-###-####EASTBANK CYCLERY & POWER EQUIPMENT [redacted] KENNER, LA 70065 USPhone: ###-###-####JOE'S LAWNMOWER SHOP [redacted] ***, KENNER, LA 70062 USPhone: ###-###-####Should you require further information or assistance, please do not hesitate to contact us.Sincerely,KevinToro Customer Care Case Number [redacted]

The mechanic at ALL SEASONS OUTDOOR POWER EQUIPMENT in a discussion with Toro indicated that you declined the repair on the mower Here is the URL to find Toro dealers https://www.toro.com/en/locatorPlease have the mower looked at by a dealer of your choice from this list if there is a manufacturing defect it will be corrected as per the product warranty

I am rejecting this response because: Company is reversing its own finding to avoid liability

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ 9/3/ ***, Thank you for your recent letter to the Revdex.com of Minnesota The mower carries a warranty against manufacturing defectsThe dealer and our technical have determined the issue is due to not properly cleaning the underside of the mower after useThe grass built up under the deck and was there to the point that it rotted and caused rusting of the deckAs the basic maintenance of the mower requires the cleaning of the underside of the deck as per page of the Owner's Manual under the heading of Cleaning the underside of the Machine As the issue is not a defect the correction will not be warranty coverage and Toro will not be refunding the purchase price of the mower We hope you understand we try to handle these kind of matters so we are consistent with everyoneI hope we can be of further assistance to you in the future Sincerely, Kevin Toro Customer Care Case Number XXXXXXX Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept your response and you clearly did not read what I wrote and you have not listened to me in my phone communicationsPLEASE READ MY ENTIRE MESSAGE! I cared for the mower as per your instructionsThe dealer claims that me cleaning it after every use is what caused thisYou will note as I stated on the phone, Triole's own technicians stated when it was brought in for service every year that the mower didn't even appear to be used, it was in such good shapeThe rotting is as a result of a design flaw where the holes are to hold the wheels in placeYour other mowers have exterior mechanisms to hold the wheels in place and as such there are no holes to allow grass to get in and rotYou are liable and as such I reiterate that I request my money back Final Business Response / [redacted] (4000, 10, 2015/09/11) */ ***, Thank you for your recent letter to the Revdex.com of Minnesota The mower carries a warranty against manufacturing defectsThe Toro technical team again looked at the photos submitted and confirmed the issue is due to not properly cleaning the underside of the mower after useThe physical evidence tells the story and it does not indicate a defectThe grass built up under the deck and was there to the point that it rotted and caused rusting of the deckAs the basic maintenance of the mower requires the cleaning of the underside of the deck as per page of the Owner's Manual under the heading of Cleaning the underside of the MachineIf the mower is sprayed with water to clean it, the mower needs to be started so that the blade moving under the deck will dry the wet area As the issue is not a defect the correction will not be warranty coverage and Toro will not be refunding the purchase price of the mowerThe mower has been in the field for two mowing seasons and they is no defect present Sincerely, Kevin Toro Customer Care

I am rejecting this response because: The response offers no specific details why the manufacturer believes the issue should not be covered under warranty All recommended operations and maintenance detailed in the owner's manual was followed by the owner

I am rejecting this response because: Toro has a flaw in its designWhen a automobile company has a flaw on a part or hardware, they do recalls on itThis issue very well known about the axle on certain toro mowers Here is a list of only a couple: http://www.tractorbynet.com/forums/toro-wheel-horse/345503-toro-z420-axle-replac...⇄ Search those under this on that page ) James of Easthampton, MA on Nov4, 2010Dawn of Murfreesboro, TN on June 21, 2011karen of Milford, MI on June 27, Here is a video on the issue and he fell also Toro even heard about his video and refunded him his money he spenthttps://www.youtube.com/watch?v=l_AqMbHnPpw I fell off my mower because of this flaw.There is no reason why the end of a axle should break off unless its a flaw They even have replacement parts now because of this issue

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

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. But only if they live up to the agreement. The machine failed as I described it and is unrelated to maintenance plus it was supposedly brand new. And used only six times before failing. Let me stress again it arrived with the wheel level non-function and an inability to start. Which resulted in a $35 charge to me by the assigned local dealer. Which I never was reimbursed by said warranty. Therefore if some claimed fault is leveled as not covered by the warranty, I reject the solution.

4/25/ [redacted] , Thank you for your recent contact to the Revdex.com 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 the mower and the issues you have encountered Can you reply with more information to a reply here The contact to the Revdex.com did not include the Toro model and serial number of the mower.The Toro model and serial number can be found on the mower by the rear left wheel under the black shield that pivots to allow you to attach or remove the grass bag and both numbers with be all numbersThe sticker is located under the door to protect it from the elements The model number will be a five-digit number (no letters) starting with a two and the serial number will be a nine-digit number starting (no letters) with a two or a three Example: model ***, serial [redacted] On page one of the Toro owner’s manual it will show a photo of the model and serial number location Do not use the serial number from the front of the owner’s manual that is the possible range only.Who was the dealer where the mower was bought and are they the same dealer that has performed all the repairs? Can you attach the dealer service ticket to the reply e-mail? Should you require further information or assistance, please do not hesitate to contact us Sincerely,KevinToro Customer Care Case Number [redacted]

Thank you for your recent contact to the Revdex.com of Minnesota.The product carries a warranty of years from the date of purchase The registration database has a date of purchase of 9/30/ So the product is beyond the three year warranty period As you know, the warranty specifically states Toro will warranty and repair any manufacturing defect at no cost to the customer during the specified time period It goes on to state, machine maintenance is not considered warranty and therefore costs that are specific to maintenance are the responsibility of the owner The technician who reviewed your machine determined the operating issue was related to fuel oxidization causing the “gumming and clogging” of fuel jets in the carburetor Gummcarburetors cause serious problems in power equipment that see intermittent use or long periods of storage.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 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 Toro that shed light on this topic as well In it, you will see this is not a Toro issue, but an issue encountered by small engines across the industry The product is beyond the warranty and the issue is not a manufacturing defect therefore no warranty coverage.We 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...⇄ Industry Pros.com (url)http://www.greenindustrypros.com/article/12032255/fuel-treatment-advice-for...⇄ Sincerely,KevinToro Customer Care Case [redacted]

Revdex.com, Thank you for forwarding the complaint from [redacted] .While we are sorry to learn of the issues she has encountered with the mower, we declined to refund her for the mower The next step would be to have a local authorized Toro dealer inspect the machine to determine the underlying issue with the mower If the issue is due to a manufacturing defect, the dealer will repair the machine for her at no charge If the machine has failed due to a lack of maintenance or an accident situation, the dealer will be able to provide her with a repair estimate A list of Toro dealers are available on our dealer locator at www.toro.com/dealer.If further assistance is required after the machine is inspected at an authorized Toro dealer, please ask her to contact us at [email protected] and reference her case number [redacted] .Sincerely, Toro Consumer Service Case Number [redacted]

I am rejecting this response because: The mower is newly purchased and should not need repairs after only 3 full and 1 partial use.

Revdex.com, Thank you for forwarding Mr [redacted] 's complaint.We have reached out to him and have requested further information about his request for warranty coverage Sincerely, Toro Consumer Service Case Number [redacted]

4/22/2016 ***, Thank you for your contact to the Revdex.com We are sorry to learn of the difficulty you have experienced with your Lawn Boy mower, and appreciate you bringing it to our attention.Lawn Boy seeks to gather more information about the mower and the issues you have
encountered. Can you reply with more information.Who was the dealer where the mower was bought and are they the same dealer that has performed all the repairs? Are service tickets from the corrections available to be attached to a reply e-mail? Can you provide their postal code or yours so that we can locate them on our locator? Is the mower at the dealer or at the home it is used at? Once Lawn Boy has this information, Lawn Boy will have the Service Manager from corporate call the dealer about the history of the mower and they current issue.Should you require further information or assistance, please do not hesitate to contact us.Sincerely,KevinLawn Boy Customer Care Case Number ***

Revdex.com, Thank you for forwarding Mr*** complaint.Warranty is considered through a physical inspection of the mower through our network of authorized dealers. If after inspecting the mower, our dealer found the engine failed or was internally damaged due to a lack of oil to the
engine, then an inspection, repair or replacement of the machine would not be covered by the warranty. We decline his request to cover his inspection/repair fee and to provide a replacement of the mower.We hope he understands a need to be fair and consistent with all customers.Toro Consumer Service

I am rejecting this response because:
This CENTRAL FLORIDA LAWN EQUIPMENT never request me a proof of purchaseThe day I dropped the machine the proof of purchase was in my hand, buy they said it was not necessary. Please find the proof attached here

Initial Business Response /* (1000, 7, 2015/11/09) */
Revdex.com,
Thank you for sending Mr***'s mower complaint
After an inspection of the machine, it was clear the mower's failure was due to impact damageWhile we understand mower repairs can be frustrating, we decline to cover repairs
due to an accidental impact situationThese issues are not covered under our warranty
We appreciate the opportunity to address this issue
Toro Customer Care
Case Number XXXXXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This item was then sold to me damagedToro should take more care in the items it decides to resellA impact damaged lawn mower should not have been sold to me by an authorized Toro seller

Went there for a misfire in my engine they were closing but it did not matter they did a dinostic on my suburban and figured out it was out of time told me to bring it back in the morning and he will get it fixed Went back they figured out wat was wrong fixed it at a very resonable price Very friendly great peoplehours away from home they made me fill like I was at home by far the best garage sevice I ever had I would recommend anyone in the area to go there and not anywhere else they find the problem fix it and get u right back on the road thanks guys

Initial Business Response /* (1000, 5, 2015/11/19) */
Revdex.com,
Thank you for forwarding Mr***'s complaint
If the dealer has charged him for a maintenance related issue or an item not covered by warranty, he would be responsible for the chargeWe have him to send us a copy of his
invoice for reviewWe are currently waiting for the customer to send us a copy of this receipt
Toro Customer Care
Case Number XXXXXXX