The Toro Company

5/19/2017 ***, Thank you for your recent letter to the Revdex.com of Minnesota.Toro is working with the dealer who delivered your mower to resolve the issue Expect to hear from the dealer early next week.Sincerely,KevinToro Customer Care Case Number ***

I am rejecting this response because:
Due to the fault in the item designed by toro it drew too many amps as indicated by the company
This in turn damaged and destroyed the extension cord it was connected toThe extension cord was a high end cable rated for higher than what their product was supposed to draw and was much more expensive than $The exact extension cord costs and their reimbursement would not even cover 1/of the cord price $would not even cover the price of a cheaper less known brand in quality with the same specificationsHad their product performed to the specifications in which it was supposed to be designed to the extension cord would not have been damaged

Revdex.com, Thank you for forwarding Mr***'s complaint regarding his mower repairFrom the description of his situation, the machine was inspected by an authorized Toro dealer who determined the cause of the failure was due to a fuel related issueFuel related issues are not covered by our
warrantyTherefore, we decline his request to cover these chargesThe most common reasons for fuel related and starting issues for a gas mower are old fuel (over days old without a fuel stabilizer), contaminants in the fuel system, not running the machine dry at the end of the season or a dirty air filterWe recommend using gasoline with 10% or less ethanol content (See operators manual)If he can locate non-oxygenated fuel (google "non-oxygenated fuel locations" for stations), this is also a great choiceIf future service assistance is needed, have him see our authorized Toro dealer network (www.toro.com/dealer)Finally, we have several Hvideos on our website at Toro.com under the “support” section regarding this issue and several other maintenance related issues which will help to keep the mower in top working orderWe appreciate the opportunity to respond to this inquiryToro Consumer Service Case Number ***

Initial Business Response /* (1000, 5, 2015/08/25) */
Dear Revdex.com,
Thank you for forwarding Ms***'s complaint regarding her Toro mower
Our records show the machine is outside of the warranty period by over yearsWe decline to refund or cover repairs for the machine
To investigate
this issue further, we would recommend hiring an authorized Toro dealer to inspect the machineWe are confident they will be able to identify the underlying issueA list of dealers can be located at www.toro.com/dealer
The most common reasons for starting issues on a mower are due to old fuel (over days old without a fuel stabilizer), contaminants in the fuel system, not running the machine dry at the end of the season or a dirty air filter
We appreciate the opportunity to respond to your inquiry
Sincerely,
Toro Customer Care
Case Number XXXXXXX

Revdex.com, Thank you for taking the time to forward Mr***'s complaint. We apologize for the frustration he has encountered.To clarify, our website does show part number 108-is now replaced by part number 127-7040. "*Replaced by product 127-- BOTTOM DUMP BAG ASM, priced as
shown." When this item was ordered, this information is noted in the item's description.However, as an action of customer goodwill, we will cover the additional shipping charge for this order.We appreciate the opportunity to address this issue and consider this case closed.Toro Consumer ServiceCase Number ***

***, Thank you for bringing Mr***'s mower situation to our attention.The mower has been fully inspected by our authorized dealer and through the engine manufacturer. The failure of the machine was not due to a defect in the machine and is not covered by our warranty. We decline the
request to repair the machine under our warranty or replace the mower.We appreciate the opportunity to provide you with an update on this situation.Sincerely, Toro Customer CareCase Number ***

***, Thank you for your recent 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. Each of Lawn Boy's Authorized Service Dealers should be familiar with our fair
and flexible warranty policies. These dealers have the training and ability to correct product defects at no charge, if the difficulty is related to the manufacture of your mower.Any of the dealers listed below will be able to examine your mower and diagnose the cause of its difficulty. They will also be in the best position to make the repairs to keep it in top working order. LONE STAR OUTDOOR POWER EQUIPMENT*** *** *** ** ONALASKA, TX USPhone: ###-###-#### Services Toro products regardless of where purchased.TEXAS POWER EQUIPMENT*** *** ***, LIVINGSTON, TX USPhone: ###-###-#### Should you require further information or assistance, please do not hesitate to contact us.Sincerely,KevinLawn Boy Customer Care Case Number ***

I am rejecting this response because: My understanding of maintenance is defined in the user manual that accompanied my purchase of a lawn mower manufactured by The Toro CompanyAs stated, both to the authorized service dealer and to The Toro Company, at every stage of correspondence, I executed to the suggestion of my user manuals definition of maintenanceIn this instance, The Toro Company is attributing the condition of my machine to a failure in maintenance, when in reality all orders of operation were executed to their suggestionI greatly appreciate the role of the Revdex.com in this case and hope that we can work towards an amicable solution for all parties

I am rejecting this response because:I have done everything that Toro has stated with my lawn mower Mind you this machine is less than one and a half years old If your machine can not support the gas in the market, don't you feel that is a problem with your machines?Furthermore, I find it ridiculous that you are trusting your authorized dealer, who has had many complaints posted on websites for their business practices They have been nothing but dishonest with me and basically crooked If you support those types of dealers, so be it, but keep in mind, that I will take this complaint to further levelsIt is a shame, that a company as yours, does nothing to support the consumer, who has basically received a "lemon" of a machine!!!

Revdex.com, Thank you for sending Mr***s complaint regarding his mower situation.Our warranty policies were created to ensure that any defect in materials and/or workmanship will be covered at Toro's expense We decline to refund or replace Mr***'s machine As an action of customer
goodwill, we would like to extend the warranty on his machine We will send him a letter with our offer within the next 3-business days.We appreciate the opportunity to respond to this inquiry.Sincerely, Toro Customer CareCase Number ***

I am rejecting this response because: This company dishonest and untrustworthyAs I have already stated I did not decline repair on my mowerAnd I have a receipt stating the work that was done to repair the mowerAnd I don't believe that the mechanic told Toro that falsehoodAnd I will be calling the dealer to find out if Toro has indeed been contacting themI already had the mower looked atWhy should I take it to another dealer to be looked at againThe problem has already been determinedThe deck hanger detached while in use and was reattached by a mechanic at All Season Outdoor Power EquipmentUpon delivery back to my home the hanger had detached again while it was being transportedThis to me is a manufacturer's defectRevdex.com this complaint is not going anywhereThis company has no intentions of addressing this issue properlyAnd I will never accept their response as long as it involves all these deceitsThe only thing at this point that I will accept is a new mower from Toro

We have contacted the Distributor Svc Manager in the areas in charge of the independent service dealer, CENTRAL FLORIDA LAWN EQUIPMENT. They have diagnosied the issue and are know waiting for proof of purchase from the customer to verify if the machine qualifies for the year
warranty. As of 10/02/dealer stated they have rece'ed a copy of the purchase receipt (Per the Toro Warranty , proof of purchase is required for warranty repairs)

Revdex.com, Thank you for sending Ms***'s complaint.We consider this matter closed.Toro Consumer Service

8/9/2017 ***, Thank you for your recent contact to the Revdex.com. The independent dealer who physically inspected the mower indicated to Toro the wire harness had been pulled out of the starter switch In the physical inspection they diagnosed an accident
caused the issue not a product defect therefore the charge to correct the mower Please reply to this e-mail and attach a copy of the service ticket showing the correction of the mower and the charge paid Upon receiving it, Toro out of customer care, will reimburse to you the cost to correct the mower. Should you require further information or assistance, please do not hesitate to contact us.Sincerely,KevinToro Customer CareCase Number ***

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.*** ***

Revdex.com, Thank you for sending Mr***'s complaint to us for review.Our model number holds a 2-year warranty from the date of purchase. The date of purchase for this machine was said to be 03/01/and is outside of the warranty period by several years. We have no known
issues or recalls with this machine regarding the wheels coming off the machine. We decline to fix the mower at no charge or recall this model as there is no previous history with this issue.We recommend Mr*** reach out to his local Toro dealer and have them perform a physical inspection of the machine to determine the cause of the problem. They will be able to provide him with an estimate for the repair. A list of Toro dealers can be found on our website at Toro.com/dealer.Thank you, Toro Consumer ServiceCase Number ***

The first reply provided here to the Revdex.com contact is the same message from Toro as received when you inquired direct to Toro. It is handled in this way so we are consistent with everyone. The parts requested are not available from Toro due to the explanation provided. The product is two years beyond the warranty time-frame. There will be no refund provided

Revdex.com,We have reviewed the situation and determined the machine did not fail due to a product defect.As a goodwill gesture, we are willing to provide the customer with a replacement seat at no charge. This item will come to him within 5-days.Toro Consumer Service

Revdex.com, While we realize this is frustrating, we would require the customer to go through the warranty process for an inspection and consideration through an authorized Toro dealer.Toro Consumer Service

I am rejecting this response because:What I expected, what's the use!This is such a major issue, so inform the consumer BEFORE purchaseGo one step further and label the blower itself with the required procedures and not hidden in the fine print in the manual.I know it's a big problem because TORO sent disclaimers to the Dealers who now display the notice in their Service Departments relinquishing responsibility for the problemThe notification should be in the Sales Department with the Snow Throwers (but that will never happen).This was three problems too many for meI will never purchase or recommend TORO to anyoneSo much for buying American made products