The Toro Company

9/20/2017 [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 59601 USPhone: ###-###-#### 
[redacted] [redacted] HELENA, MT 59601 USPhone: ###-###-#### Should you require further information or assistance, please do not hesitate to contact us.Sincerely,KevinToro Customer RelationsCase Number [redacted]

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.

Dear Mr. [redacted],Thank you for your  contact to the Revdex.com of Minnesota.We apologize for the difficulty and frustration.A credit has been issue to your credit card for the battery cost.  The amount was $86.10 and the Credit number is [redacted].  Should you require...

further information or assistance, please do not hesitate to contact us.Sincerely,KevinToro Customer CareCase [redacted]

I am rejecting this response because:i have complied and emailed the listed address at six pm eastern time with  a copy of my bank statement showing he Home Depot debit. I am waiting for a response currently.  The customer center has written that a bank statement is okay for proof of purchase. waiting on a decision.

We have asked for a copy of the invoice for the $75.00 repair.  The customer has asked the dealer and they were unable to provide it today. He will follow-up tomorrow and send us a copy of it for review.Toro Customer Care

Initial Business Response /* (1000, 5, 2015/09/03) */
9/3/2015

[redacted],

Thank you for your recent letter to the Revdex.com of Minnesota.
The mower carries a warranty against manufacturing defects. The dealer and our technical have determined the issue is due to not properly...

cleaning the underside of the mower after use. The grass built up under the deck and was there to the point that it rotted and caused rusting of the deck. As the basic maintenance of the mower requires the cleaning of the underside of the deck as per page 13 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 everyone. I hope we can be of further assistance to you in the future.
Sincerely,
Kevin
Toro Customer Care
Case Number XXXXXXX
Initial Consumer Rebuttal /* (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 communications. PLEASE READ MY ENTIRE MESSAGE! I cared for the mower as per your instructions. The dealer claims that me cleaning it after every use is what caused this. You 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 shape. The rotting is as a result of a design flaw where the holes are to hold the wheels in place. Your 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 rot. You are liable and as such I reiterate that I request my money back.
Final Business Response /* (4000, 10, 2015/09/11) */
[redacted],

Thank you for your recent letter to the Revdex.com of Minnesota.

The mower carries a warranty against manufacturing defects. The 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 use. The physical evidence tells the story and it does not indicate a defect. The grass built up under the deck and was there to the point that it rotted and caused rusting of the deck. As the basic maintenance of the mower requires the cleaning of the underside of the deck as per page 13 of the Owner's Manual under the heading of Cleaning the underside of the Machine. If 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 mower. The mower has been in the field for two mowing seasons and they is no defect present.
Sincerely,
Kevin
Toro Customer Care

6/30/2016 [redacted], Thank you for providing the requested receipt for reimbursement consideration. As a matter of good customer care, we are forwarding you a check in the amount of $20.15 Please allow up to 30 days processing time. Should you require further information or assistance, please do not hesitate to contact us.  Sincerely, KevinLawn Boy Customer Care Case Number [redacted]

Revdex.com, Thank you for forwarding Ms. [redacted]'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 30 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]

Thank you for recent contact to the Revdex.com of Minnesota. Although 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 products. Our 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 process. Second, the replacement of single parts (i.e. brushes, springs) tends to be short-termed due to existing wear on the armature shaft. Third, 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 parts. We 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 11/2/2012.  The warranty is not expired by two years.   Sincerely,KevinToro Customer Care Case Number [redacted]

Dear [redacted],Thank you for your recent contact to 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.  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]

I was really impressed with the friendliness, and helpfulness of the family run Affordable Garage. I was on vacation from Canada and my wheel hub assembly needed to be replaced, so I picked one up from Auto Zone where someone told me about this place - and I'm glad they did! They did a quick test to make sure that was the problem, and replaced the part at a convenient time for me at a very reasonable fee. I would definitely recommend them, as they are honest, friendly, and let you get back to your vacation or schedule!

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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.