Thomas Tax Service

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.
 the business responded, but has not completely solved the problem. I do not feel this case should be xlosed until the business actually silves the problem
Regards,
[redacted]

We appreciate the explanation provided by Mr. [redacted] and a letter was drafted and sent on July 11, 2016.  In regards to point number 6, in manufacturing, as I’m sure is understood, design changes are being made continually. That does not mean, however that previous designs are defective. It does mean that as a business we are constantly reaching, improving and looking for new and advanced technology and changes so that we are manufacturing the best product to service the customer and to keep us competitive in the market.   Once the dealer has installed the new parts and time has been put on the machine I would be happy to contact you for a follow up conversation in regards to the performance. How would you like that contact to happen? Email, phone or letter? Also your dealer has complete access to us so any feedback can also be filtered through the dealer.   Sincerely, [redacted] Manager, Technical Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have not yet determined if I accept or reject anything at this point.  The mower is at Kearney Lawn & Rental in Kearney, MO for repair.  After discussing this with the person there I find that drive system on this mower is new and untried.  And the repair last year was a complete rework of the system because the company has evidently had many problems with the system.  I do know that for $4000 mower that will require work on the drive system every 12 hours of use is completely unacceptable.  We will wait to see if it is repair and acceptable.  Otherwise I would expect a refund of the purchase price towards one of the other mowers this company offers such as a Gravely possibly.  I purchased this mower with the intent of using it for years.  Not reliable after less than 2 years.
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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] Arien Thank you for this agreement.  Can you see what you can do to make sure the engine specs like Horse power is the same as my current model. Can you please tell me what dealer will do the work and how will it be picked up and delivered to the dealer. Also can it be done in a timely fashion. The snow season is upon us. I do not want the dealer to keep the blower for months like last time. I am just requesting for a different dealer than last time I do not want to deal with that dealer anymore. They are not good people. Can someone from arien call me to discuss how we are going to work this out.  Thanks again to Arien for this resolution.   [redacted] ###-###-####  Thank You

Mr. [redacted] contacted Ariens Company on May 31st of 2016 where he asked someone to contact him. [redacted] in our dealer technical support called Mr. [redacted] on June 1st, 2016. At that time Mr. [redacted] indicated that he had contacted his dealership and was making arrangements to have the dealership pick up...

his machine to be seen. I do not show any contact from Mr. [redacted] after that. I do show that in June of 2016 a dealership Kearney Lawn and Rental did a repair under warranty, however I do not show anything aside from that.We would be happy to look into this further. If Mr. [redacted] could have the current dealership he is working contact Ariens Dealer Technical support we can then have a conversation as to the status of the machine, what if any repairs need made and what is covered under warranty. Thank you, [redacted] Ariens Company

On 3 separate occasions, we have attempted to explain that the noise this customer is experiencing is normal for this transmission.  We have also provided the customer with a phone number directly to the manufacturer of the transmission so that he could hear this directly from them.  I...

have also attached a response which we received from the manufacturer when we questioned them about the noise. 
As we explained previously, the noise is normal, and does not constitute any type of refund.
 
[redacted]
Ariens Company

As with most manufactures, we have a warranty policy in place to cover defects in materials and workmanship for a specified period of time.  Mr....

[redacted] has contacted Ariens Company in regards to this issue previously during the warranty period and repair work was completed under warranty at no cost for parts and labor to Mr. [redacted]. We have actively worked with Mr. [redacted] and the dealership to address his concerns. Mr. [redacted] warranty end date is 8/19/2017. We recently spoke with the dealership as of 8/28/2017 and authorized the dealership to place an order for parts and to perform the repair under warranty. Thank you [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.
I do not believe a company is standing behind a customer having to replace a transAxle 2 times in 2 years. One of those times within 4 months of purchase. If this is how customers are handled I'd have to say they need to look at their policies again. If this were an automobile it would've been called a LEMON! Warranty "ran out" conveniently for them 2 months before the problem arises again. Same part same tractor. I still feel it should be repaired at their cost. I will not be purchasing or recommending for purchase the ARIENS brand to any one and I'll be happy to let others read this correspondence. Unless this issue is resolved in a swift manor. My father has owned simplicity and John Deere and NEVER had this terrible of service. I don't accept this explanation which seems to be a way of brushing issues under the rug. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Ariens Company was made aware of Mr. Sapp’s mower issues on 8/15/2016. At that time Mr. S[redacted] called expressing concern in regards to intermittent operation. We were contacted again on 1/3/2017 with the same intermittent operation. Ariens did speak with the dealer, Buyea’s Small Engine,  on...

1/11/2017. The dealer did say that they suggested to Mr. S[redacted] the machine with the EFI engine when he was looking to purchase. The dealership also indicated that they have been unable to replicate or experience the failures that Mr. S[redacted] is seeing. Since the purchase the dealer has been working with the engine manufacture (engine warranty is supported by the engine manufacture) in regards to this issue. Buyea’s is a certified Kohler EFI repair center and with working with Kohler obtained and installed a new engine on Mr. S[redacted]’s machine. After that install the same intermittent operation was reported. Again the dealer indicated they could not duplicate the issue. It is Ariens Company’s policy to not take back machines. We have a warranty in place to repair, at no expense to the owner, any manufacturing defect during the warranty period and we continue to support that. The dealership did not indicate, during conversation, that a discussion had been had with Mr. S[redacted] in regards to wanting a refund.

Per page 30 of the owner’s manual, Ariens Company warrants to the original purchaser that Ariens, Gravely and Countax brand products purchased on or after 1/1/2013 and designated or labeled commercial products by Ariens Company will be free from defects in material or workmanship for the...

time period noted. The consumer acknowledged he “brushed” up against something causing the spindle to break. This is not a defect, rather something caused from when the operator struck something he shouldn’t have, which is again why this is not covered under warranty. This was verified by an authorized Ariens Company dealer.

I am unsure of the status of Mr. [redacted]’s mower. In the last correspondence the understanding was that the hardware kit had been shipped out, has that been received? The drive spring was shipped to the dealership, has that been replaced? The floor mats, the question is still outstanding as to how the floor mats were ordered so that I can follow up. I will be happy to look into all of this to make sure that Mr. [redacted]s machine is in good working order and he has the parts ordered however, I do need a bit of follow up information. Ariens Company, as with all manufactures, has a warranty in place to cover unplanned situations. I would like to confirm that all warranty work has been completed at no expense to Mr. [redacted]. Keeping in mind that pickup and delivery is not covered under warranty if this was an incurred fee. Thank you[redacted]