The Toro Company

We have replaced the blower/vac for the customer. The offer to reimburse up to $for an extension cord is still available to the customer if chooses to accept.out of customer care

Revdex.com, Thank you for forwarding Mr***'s complaint.We have reached out to *** *** regarding this issue and have spoken to ***. He has let us know they experienced technical difficulties with their notification system and he was sincerely apologetic. The machine is repaired
and they will be delivering the machine back to Mr*** by the first part of this week. ***g said he would be happy to order new decals for the machine and install them by the next service at no charge. We recommend Mr*** contact the dealer directly for further information.Regarding Mr***'s request for a refund or replacement of the machine, we decline his request. However, as an action of customer goodwill, we would be happy to extend the warranty on his machine for an additional year. A confirmation letter for this warranty extension will be sent to him within 3-business days.Toro Consumer Service

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.They did deliver a new mower todayThank you for your participation in solving this matterAs they ignored my calls until the Revdex.com was involved

Revdex.com, Thank you for forwarding Mr***'s complaint.Our warranty statement is clear and is located in the last page of the operators manual. For a free download of this manual, Mr*** can visit our website at Toro.com and click on "Parts & Manuals".If the dealer has inspected the machine and determined the cause of failure was due to a fuel maintenance issue, the repair is not covered under the warranty and we decline his request for warranty assistance.Toro Consumer Service

I am rejecting this response because:
Dear Revdex.com,Thank you for forwarding Toro's responseWhile the response is appreciated, it prompted some additional questions/concerns that need addressingIn the response, it was noted that there were technical difficulties with the notification systemI'm not 100% sure what that meansHowever, I've called *** *** multiple times, and each time Debbie said that she would print the order out and leave a note with the shift foreman to call me backEach time, that did not occurThat process didn't sound like a system issue to me as much as a manual processI'm confused by that part and why I didn't even receive callbacks from these notes being leftAlso, the last time I called, which was a few weeks ago, according to Debbie there were no notes in the system, which means that the mower had not been looked at according to herThe response doesn't explain/address what took so many months to repair when it was said that it would take about weeks to look at (the second time it was brought in)I would like to know more on why that was the caseFinally, regarding the action to be taken by Pro Power, I don't know what it means regarding the decals by "install them by the next service"What service is this referring to? It would be more efficient to order them and replace them before delivering the mower backThe above items are not critical items regarding this response, but they lead me to the critical item, and the main reason that I didn't choose to accept the responseThe extension of warranty is an appreciated offerI don't necessarily reject that partSince they reject refunding or replacing the mower, the part that I'm really concerned about is this: This mower was brought in twice regarding this issueThe first time, it took *** *** three weeks to get to, and the issue was not fixed after they "repaired" itAfter it was brought the second time, it has taken months to get to this point with all the frustrations that came with itI am concerned that they are calling it "fixed" again after only a few weeks ago being told that it hasn't been looked atIn order for me to mark a satisfactory response, if Toro is not willing to replace or refund, I need to know what should I do if the mower comes back again as "fixed" and the same issue occursAfter going through this twice, the answer cannot be to simply bring it back to *** *** and then this cycle starts all over againI would like to see some plan in place if the issue returns minutes after starting the mower like it did the first time it was repairedIt is evident that *** *** didn't validate the repair the first time, and I would like that plan to address the issue if it returnsThank you.*** ***

Revdex.com, Thank you for forwarding Mr. ***'s complaint.To clarify, our warranty covers any defects in materials or workmanship within the warranty period. The warranty process requires a customer to take their machine to a Toro authorized dealer for a physical inspection of
the machine. If the dealer determines there is a warranty defect present within the warranty period, they will file a claim and cover the parts and labor for the repair. Conversely, if the dealer determines a lack of maintenance is the cause of the failure, the customer would be charged for the repair. In this case, after a physical inspection of the mower, the dealer determined there was no defect found and the customer was charged for the repair.We understand maintenance related repairs can sometimes be frustrating. However, we decline to cover this repair for Mr*** as the repair was not due to a manufacturing defect.Toro Consumer Service

I am rejecting this response because:
So far I've heard nothing from LoneStar regarding my lawn mower! When I dropped it off they said they wouldn't be able to look at it until Thursday, well Thursday came and went and no word from anyone! LoneStar is closed on Sunday but I heard nothing on Friday, Saturday, Monday and today Tuesday! My yard looks like a disaster since I've been without my mower NOW for about a week and a half! Not to mention the time I was without it prior to this situation and due to the mower being at the repair shop. I will admit we have been under extreme heat so I do not know if this is causing any delays with the repair shop or not. If I do not hear anything in a couple of days I'll be giving them a call to find out exactly what is going on. I have not authorized any major repairs that I would have to pay for and assume they would call me to let me know about same. I cannot believe all the time my mower has been at this repair place and hope I"ll get to use it again before my warranty is actually up! I find this a horrible way for Lawn Boy/Torro, LoneStar to do business!

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

I am rejecting this response because:
[redacted] <[redacted]@yahoo.com> To Lawn-boy Customer Care Today at 4:31 PM Download Invoice 18970364 06_22_2016 .pdf Reply, Reply All or Forward | More

Revdex.com, Thank you forwarding Mr. [redacted]'s complaint.To request warranty consideration for the mower, he must have a physical inspection of the machine through an authorized Toro dealer.  We have contacted the local dealer [redacted]'s and they are happy to inspect the machine at...

anytime.  The contact information for the dealer is available on our website at www.toro.com/dealer.Our warranty covers any defects in materials and workmanship within the warranty period of the machine and does not include a buyback of the machine.  Maintenance related charges not covered by the warranty are the responsibility of the customer.  We decline to cover maintenance related items or buyback the machine.Toro Consumer ServiceCase Number [redacted]

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]

7/13/2016
 
[redacted],
 
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]

I am rejecting this response because:
After providing...

documentation, pictures and additional information requested by the Toro Company I have still been denied warranty coverage, including warranty on an additional item not part of my original complaint.It soon became obvious in my communications with The Toro Company that they engage in a pattern of blanket denial of product warranty coverage.Thus, I shall now have to seek other rights and remedies

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 issues. Therefore, we decline to replace or repair this machine at no charge. We apologize for this typing error.Sincerely, Toro Customer Care

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]

Ms. [redacted], Thank you for your recent contact with the Revdex.com 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.  The mechanic who reviewed your machine deck issue determined and confirmed with a Toro tech that the deck came off due to striking an object in the lawn.  This is an accident not a product defect therefore the charge to correct it.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.   KevinToro Customer RelationsCase [redacted]

[redacted],  Thankyou for your follow-up contact to the Revdex.com.   The dealers will diagnose the issue and if a manufacturing defect will file a warranty claim.Shouldyou require further information or assistance, please do not hesitate to  contact us. Sincerely,KevinLawn Boy Customer Care Case Number [redacted]

Initial Business Response /* (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 /* (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 product. This is an issue not covered under our warranty.
Sincerely,
Toro Customer Care

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]

Revdex.com, Thank you for forwarding Mr. [redacted]'s communication.The machine was produced 12-14 years ago and holds a 2-year warranty from the date of purchase.  This machine is several years outside of the warranty period and he will need to seek assistance from a Toro authorized dealer in his area.  A list of dealers can be found at Toro.com/dealer.  The Toro Company declines his request for a free repair this far outside of the warranty period.Sincerely, Toro Consumer ServiceCase Number [redacted]