Thomas Tax Service

We understand and appreciate the consumers concernsAs part of the warranty work done by the authorized servicing dealer, not only will the fix the problem, they will do a full inspection of the machine to make sure it’s safe going forward

The Ariens Company has reviewed this complaint and would like to submit the following statementWe are very sorry to hear about Mr [redacted] situationWe expect our products to meet customer’s expectations, but from time to time, manufacturing defects do happenIn that case as outlined in the owner’s manual, we will cover the cost of repair for both parts and labor, if the independent authorized Ariens serving dealership confirms indeed it’s a manufacturing defectNowhere does it state we offer rentals nor do we cover the cost of getting yards cutThese dealerships are very busy this time of yearNot only are they working on Ariens products, but other brand mowers tooWe sincerely understand this is a frustrating experience for the customer, but a week wait time is pretty standard among dealerships across the country in the beginning of cutting seasonThese independent dealers work on them as fast as they canThank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This is not about the wait time, it is about the safety of the operators of this mower.  I am lucky I did not get thrown off of the mower with serious injuries.   How do I know that on the day the mower was put together other welds may be faulty?  I do understand about the new frame,and that they will inspect it.   I will be contacting an attorney about this matter.
Regards,
[redacted]

We have spoken to Mr. [redacted] and indicated that we have contacted the Dealership and in regards to his transmission. We have offered to cover the price of the part and Mr. [redacted] will be responsible for the labor involved in the repair. The Technical Service Supervisor contacted Mr. [redacted] who agreed to this solution.

[redacted] contacted Ariens Company via recent letter on 7/3/2016 and also included a previous letter written 8/15/2014. We have also been in contact with the dealership (who provided pictures) where Mr. [redacted] has taken his machine.  We have asked the dealership to, replace under...

warranty, all 4 tires and wheel covers. This is not a common complaint in regards to this machine and after review with the engineering department the wheel covers and tire replacement is being suggested to accommodate grass type and mowing habits. We have also expressed the importance of consistent removal of grass and debris build up after mowing and the option to mow more frequently to eliminate long grass build up.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To start with before my third  transmission I had only talked to the manufacturer only once, and then I called a second time and spoke to a man who said to take to a dealer So I took it to the dealer of their choice and when  the mechanic drove it off the trailer he  said that it was not a normal sound from this tractor.  The first  two times it  always started making noise sounds  in forward  then reverse  came not long after .  Now it is making sounds in forward and I  know it will be making scraping sounds in reverse. They keep saying this is a normal sound but they have not heard mine.   I just would like my money back!!  I can't believe that they do not care how this consumer feels about their product which I think is a piece of Junk and I will make sure that I will not promote their product that they will not stand behind. Regards,
[redacted]

We understand the noise is bothersome for the consumer, however, per the transmission manufacturer, General Transmission (GT), this is a cosmetic issue, which does not affect the quality of cut. GT states this noise will fade over time, and even if it doesn’t, won’t have any effect on the performance of cut. As the manufacturer, we can’t issue a refund as we did not sell the unit to the customer. He would need to check with the company ([redacted]) which sold him the unit for any money-back guarantee.

We have reached out to the engine manufacture, Briggs and Stratton for a response to their warranty decline. I sent a follow up email to them again today February 3rd, 2016.

The Ariens Company has reviewed this complaint and would like to submit the following statement. We are very sorry to hear about Mr. [redacted] situation. We expect our products to meet customer’s expectations, but from time to time, manufacturing defects do happen. In that case as outlined in the...

owner’s manual, we will cover the cost of repair for both parts and labor, if the independent authorized Ariens serving dealership confirms indeed it’s a manufacturing defect. Nowhere does it state we offer rentals nor do we cover the cost of getting yards cut. These dealerships are very busy this time of year. Not only are they working on Ariens products, but other brand mowers too. We sincerely understand this is a frustrating experience for the customer, but a 4 week wait time is pretty standard among dealerships across the country in the beginning of cutting season. These independent dealers work on them as fast as they can. Thank you,

Consumer states that this is order #[redacted], cost was $419.00, model is razor 21" variable speed self propelled walk behind gas lawn mower.

Ariens Company did receive an from Mr. [redacted] on Saturday, 7/15/2017 at 1:10pm. We researched the situation, contacted the dealership and responded to Mr. [redacted] via email on Tuesday 7/18/2017 at 12:37pm. Below is the email correspondence sent to the customer. Also Mr. [redacted] account was not...

in-activated. If there was a system error when trying to access his account we would be happy to work through that as well.  Hello [redacted], Thank you for contacting the Ariens Company.  We are sorry to hear that you are having issues with your new Ariens lawnmower.  I have taken the liberty of contacting the service dealer you are working with.  He now has a copy of the instruction sheet for your ROPS system available.  The hardware kit has been brought to the attention of our parts department and replacement hardware will ship ASAP.  The drive spring for your unit has shipped and should arrive at the dealership later this week. I was unclear as to how the floor mat was ordered.  Was the mat ordered from the dealer or did you place the order for the mat yourself?  The dimensions of the mat are 13" x 15" and says GRAVELY across the front.  If the dealer ordered this part for you, I would invite you return the incorrect part and we will get the correct mat shipped out.  If you placed the order yourself, an order number would be helpful to begin the exchange process. I hope you find this information helpful. Thank you [redacted]

All Ariens  dealers are independently owned and operated and for that reason can make decisions based on what is the best course of action for their business. My understating of this situation in regards to the statement that Ariens told [redacted] that he does not have to deal with the customer any more is, [redacted] contacted his Ariens sales manager with a question in regards to his obligation to take this machine back in return.  It was indicated to [redacted] that the decision was his based on his business policy. That being said we have offered to work with Mr. [redacted] and the dealer to get his machine in good working order as is outlined in the warranty policy. Mr. [redacted] is not obligated to continue on with any specific dealer. He has the right to have his machine serviced by any authorized Ariens dealer. As outlined previously we have reached out to Mr. [redacted] on several occasions to work through this situation to warrant a favorable outcome. My understanding is that [redacted], the dealer, also went to Mr. [redacted]’s property to help with this issue. We continue to offer our assistance in working with both an authorized dealer and Mr. [redacted] to get the machine working to his satisfaction.

I received the replacement spring from Ariens directly.I received the missing hardware from the local dealer after quite a bit of confusion and delay on their part. apparently they shipped the materials to Waco Texas instead of teh Colorado location where I purchased the materials. I purchased the mat from the same local dealer, but am convinced they are incapable of solving even the least complex customer service issue. I would prefer to order an appropriate replacement mat directly from Ariens, and ship the one this dealer sent me, back to the factory if possible. Ariens seems to be far more interested in good customer service then this awful local dealer is, and I am satisfied with the help they have provided so far. My mower is operational, as I replaced the broken spring myself. Thank you for your help.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
[redacted] picked up the tractor to complete it per the warranty.  I was told that I would owe $65.00 toward 1/2 of the pick up and delivery charge.  The rest of the repair is covered by the warranty company.  On Thursday, 08/06/2015, I received the tractor back from [redacted], in full working order and with a full tank of gas.  They went over operating instructions with us and we are very pleased.  We gave them a check in the amount of $65.00 for 1/2 of the pick up and delivery charge.  [redacted] gave me a credit that included reimbursement for the $65.00 charge.  I am very pleased with the outcome of the situation. Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I did fill the oil in the oil chamber immediately after the winter was over last year. Not sure if there was a leak in the oil tank that drained the oil. Having said that, I had an old craftsman snowblower that I used for at least 12 years before I sold it off to buy this bigger and more renowned brand Ariens, assumign I can get years out of it and it last just for 2 years after paying a premium price thinking I was buying a premium product. But looks like Ariens has serious engineering issues with their product or are using substandard engines for their products. The engine is the core of the Snowblower product, which looks like based on the estimate for replacement comprises of 90% of the product cost, so why would there be no safety built around the engine, that would shut the engine, if indeed the oil was low and prevent the engine from catastrophic  failure like this. Never had any issue with my faithful old Craftsman. If Ariens wants to close this case, without helping me out on this situation, it is indeed a shame as I thought Ariens would stand behind their product and all I have now left are piece of heavy metal that's not even worth pennies. Definitely cannot recommend this product and more over the Name Brand ARiens to anyone. Really disappointed !!!
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11924299, and find that this resolution is satisfactory to me. 
Regards,
Benjamin S[redacted]

We understand and appreciate the consumers concerns. As part of the warranty work done by the authorized servicing dealer, not only will the fix the problem, they will do a full inspection of the machine to make sure it’s safe going forward.

We have spoken to Mr. [redacted] and indicated that we have contacted the Dealership and in regards to his transmission. We have offered to cover the price of the part and Mr. [redacted] will be responsible for the labor involved in the repair. The Technical Service Supervisor contacted Mr. [redacted]...

who agreed to this solution.

In regards to Ms. H[redacted] communication pertaining to Ariens tractor model A21A42 (936073) serial number 009060. As with all manufactures Ariens has a warranty in place to cover those situations that need it, over a period of time. The machine owned by Ms. H[redacted] has a 2 year warranty from date of...

purchase (June 2013) which unfortunately has now passed. At this point it’s not clear which Ariens Dealer Ms. H[redacted] was working with, there are several within a radius of her home address. While this machine is out of warranty and therefore cannot be repaired under the warranty policy, the dealer has the means to contact Ariens to discuss the most economical course of action for the repair. Thank you

Dear Mr. [redacted],Thank you for your letter of October 14, 2015.  The Ariens Company takes great pride in its customer relations and its products.  Mr. [redacted] bought the snow thrower on April  29, 2009.  He first made a complaint to Ariens Company in April, 2014, five years...

after purchase.  The unit has a three year warranty.  Ariens Company agreed to repair it even though it had been out of warranty for two years.  We had a local dealer do the repairs and the unit worked as designed.  Mr. [redacted] then complained that the repairs were insufficient.  By the complaints he was making, it sounded as if he had bad gasoline.  After several calls, the dealer refused to work with him due to his demeanor on the calls.  The people at Ariens Company had similar calls and when they asked Mr. [redacted] to be polite, he hung up on them.  Ariens Company asked to speak to the person operating the snow thrower and Mr. [redacted] refused.Mr. [redacted] asked for a new snow thrower, free of charge, in exchange for his five year old snow thrower.Ariens offered to examine the snow thrower another time with another dealer but Mr. [redacted] refused.  Ariens Company has been frustrated in their efforts to help Mr. [redacted].  It has actually done much more than required of them. 
[redacted]
[redacted]
Ariens Company