The Toro Company

Initial Business Response /* (1000, 5, 2016/01/27) */
1/27/16
[redacted],
Thank you for your recent contact to the Revdex.com of Minnesota.
We are sorry to learn of the difficulty you have experienced with your zero turn mower, and appreciate you bringing it to our attention.
When you contacted Toro...

in regards to this in early December we asked to get the mower to the dealer below as you were having difficulty reaching Hammond Pro Power. Toro upon receiving confirmation that the mower was at Watson would have our Service Manager work with Watson to diagnosis and correct the issues you are encountering with the mower. Toro has yet to receive word that the mower has been brought to Watson.
WATSON LAWNMOWER AND OUTDOOR
XXXXX [redacted] DENHAM SPRINGS, LA XXXXX US
Phone: (XXX) XXX-XXXX
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.
Should you require further information or assistance, please do not hesitate to contact us.
Sincerely,
Kevin
Toro Customer Care
Case Number XXXXXXX

Initial Business Response /* (1000, 5, 2015/06/30) */
Revdex.com,
Thank you for forwarding Mr. [redacted]'s complaint.
If the mower is having starting issues, we would like to have an authorized Toro dealer inspect the machine. Please ask Mr. [redacted] take the machine to the dealer for an...

inspection. Dealers can be found at www.toro.com/dealer. When the mower has arrived, please have him contact us at [redacted]@toro.com with his case number.
If the mower is operating properly, we decline his request to swap the mower. However, we would like him to know we would like to hear from him if he has any further problems.
Toro Customer Care
Case Number XXXXXXX

I am rejecting this response because:
Toro has a flaw in its design. When a automobile company has a flaw on a part or hardware, they do recalls on it. This 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-repl...⇄ Search those under this on that page ) James of Easthampton, MA on Nov. 4, 2010Dawn of Murfreesboro, TN on June 21, 2011karen of Milford, MI on June 27, 2013 Here is a video on the issue and he fell also.  Toro even heard about his video and refunded him his money he spent. https://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.

Thank you for your recent contact to the Revdex.com of Minnesota.The product carries a warranty of 3 years from the date of purchase.  The registration database has a date of purchase of 9/30/13.  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.  Gummed-up carburetors 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=PL99...⇄ Industry Pros.com (url)http://www.greenindustrypros.com/article/12032255/fuel-treatment-advice-for...⇄ Customer Care Case [redacted]

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:
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.

the Toro Company offered to reimburse $25.00 towards the replacement extension cord out of Customer Care.  this offer was made on 03/02/2017.

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.

Initial Business Response /* (1000, 5, 2015/12/10) */
12/10/2015

Greg,

Thank you for your recent contact to the Revdex.com of Minnesota.
Please bring the mower to one of the Toro dealers below. Once the mower is at one of these dealers reply back to this e-mail with which...

dealer the mower is at. Toro 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
888 PLYMOUTH STREET, HALIFAX, MA 02338 US
Phone: (781) 293-9361

FRED'S DUXBURY FIX-IT SHOP IN
638 SUMMER ST, DUXBURY, MA 02332 US
Phone: (781) 585-2175
Should you require further information or assistance, please do not hesitate to contact us.
Sincerely,
Kevin
Toro Customer Care
Case Number 3342057

4/26/2016 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 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]

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.

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

Initial Business Response /* (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 damage. The 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 /* (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 form. As 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 Injury. In 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 product. Thank You

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

Mr. [redacted], We understand your frustration with this situation and would be happy to provide you with more information.After a physical inspection at our authorized dealer and an inspection through Briggs and Stratton, we have determined the failure was due to dirt ingestion to the engine.  Maintenance related failures are not covered by our warranty.  We decline to cover the repair under warranty or provide you with a new mower.Sincerely, Toro Customer Care

6/22/2016 [redacted], 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 period. It goes on to...

state, machine maintenance isnotconsidered 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. Gummed-up carburetors 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 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% ($ 48.49 ) reimbursement of your repair minus the blade as that is a wear items that has to be replaced as needed.  Please allow up to 30 days processing time. 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=PL99...⇄ Industry Pros.com (url)http://www.greenindustrypros.com/article/12032255/fuel-treatment-advice-for...⇄ Boy Customer Care Case Number [redacted]

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

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.

4/25/2016 [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 numbers. The 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 [redacted], 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]