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Description

This company offers the manufacture of air-cooled gasoline engines for outdoor power equipment.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Briggs & Stratton Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Briggs & Stratton Corporation include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 99 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

99 complaints closed with BBB in last 3 years | 35 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 48
Problems with Product/Service 50
Total Closed Complaints 99

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Briggs & Stratton Corporation
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

top
BBB file opened: October 01, 1963 Business started: 01/01/1908 in WI Business started locally: 01/01/1908 Business incorporated: 09/02/1992 in WI
Type of Entity

Corporation

Business Management
Ms. Laura Timm, Director of Corporate Communications Mr. Thomas R. Savage, Sr. V.P. of Administrations Mr. Todd Teske, Chairman, CEO & President
Contact Information
Principal: Ms. Laura Timm, Director of Corporate Communications
Business Category

Manufacturers & Producers All Other Miscellaneous Manufacturing (NAICS: 339999)

Additional Information

Since October 2008, the Wisconsin Better Business Bureau has received numerous inquiries from consumers across the country regarding Briggs & Stratton Division. PLEASE NOTE: THIS IS NOT THE SAME AS BRIGGS & STRATTON CORPORATION, A WISCONSIN BBB ACCREDITED BUSINESS. The BBB believes that scammers are using the Briggs & Stratton name to perpetrate a grant scheme using counterfeit checks. If you receive a letter and a check bearing the name "Briggs & Stratton Division, P.O. Box 704, Milwaukee, WI 53201", we urge you to proceed with caution. You may be asked to deposit the check into your personal account, withdraw money and wire it overseas. It has been the experience of the BBB that these checks are usually counterfeit. If the check is counterfeit, you will owe your bank the amount that you withdrew from your account. You will not receive your grant, and you won't be able to recover the money that you wired.


Additional Locations

  • 12301 W Wirth St

    Milwaukee, WI 53222 (414) 259-5333

  • N83w12529 Old Orchard Rd

    Menomonee Fls, WI 53051 (262) 509-2091

  • PO Box 702

    Milwaukee, WI 53201

  • W140n9059 Lilly Rd

    Menomonee Fls, WI 53051 (414) 259-5263

  • 1
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  • Guarantee or Warranty

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Complaint Detail(s)

3/23/2014 Guarantee/Warranty Issues
3/21/2014 Guarantee/Warranty Issues
3/17/2014 Guarantee/Warranty Issues
3/16/2014 Problems with Product/Service
3/16/2014 Problems with Product/Service
3/7/2014 Guarantee/Warranty Issues
2/24/2014 Problems with Product/Service
2/4/2014 Guarantee/Warranty Issues | Complaint Details Unavailable
12/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Bought a emergency back up Whole House 10000 KW Generator from Home Depot made by Briggs and Stratton/ GE which has a 4 year warranty and Briggs and Stratton will not honor warranty with repair service. Have had problems with generator for over a year and still no repair in sight. Have made many calls and have discussed with customer service to have repairs done but only sent repairman once and still waiting for repairs to be done under warranty. Generator does not function properly in cold weather. You would think a company that big would have repairman to service units without going through all the headaches.

Desired Settlement: If this cannot be repaired then a total refund or replacement.

Consumer Response:

On Fri, Dec 27, 2013 at 10:50 AM, ************************** wrote:


In regards to complaint # *******, I have been in contact with Briggs and Stratton and they did sent repair out to try to remedy the problem. So far the repairs have been working and was told by the company account specialist that if I continued to have problems to notify them again. They did also extend my warrant another year. I guess better late then never right. Thanks again
 *** ********
 

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/14/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a Husqvarna walk behind wheeled trimmer mower (*******) with a Briggs & Stratton engine from ***** in April 2012. I used the mower several times to mow our yard in the spring and summer of 2012, and then several more times this spring and summer (2013). But the mower started running rough, so I changed the spark plug, air filter, and oil as directed by the owner's manual. It did not fix the issue and then the engine simply would not carry a load and cut anything at all. I contacted Husqvarna to get warranty service, but they told me the engine was not covered under the warranty. (The warranty is a 2 year). I could not get anywhere with Husqvarna, even with taking the unit into a Husqvarna authorized service center. Husqvarna told me to contact Briggs and Stratton because that is who manufactured the engine, so I did. Briggs contacted the service center to find out what the diagnosis was of the engine and to determine if it was covered under warranty. The service center found that dirt got into the intake and that the governor malfunctioned, and then the engine had overheated and thereby warped the cylinder and piston, and therefore was not covered. However this is not acceptable, because this is a result of manufacturer's defect in the product. The governor malfunctioned which caused the engine to overheat and it is blown. It is now useless as an engine. Briggs is responsible to repair or replace this unit but refuses to stand behind their product. It is absolutely and unequivocally unacceptable that the warranty is not covering this unit. It is defective. I will never buy a Briggs engine again nor will I ever recommend a Briggs (or Husqvarna) product to anybody. It's cheap and useless junk.

Desired Settlement: I demand a full refund of $345.00 for the purchase of this useless unit. It should be illegal for a company to sell junk that will not be serviced or covered under the specified warranty terms. Briggs and Stratton and Husqvarna should reimburse me not only on the full purchase price of $345.00, but also the additional $75.00 I have put into replacing air filter, spark plug, oil (multiple times), plus the cost to have the authorized dealer and service center diagnose and examine the unit. In addition I demand an additional $200.00 for insult to injury due to lost time spent on getting the run around with Briggs, Husqvarna, ******, and the authorized service center.

Business Response: Warranty was denied due to the condition of the unit. The mechanics notes from the repair as follows do not constitute a defect in material or workmanship. The unit came in with  no air filter, governor is shot engine smells like burnt oil. Indications point to dirt ingestion in the engine, the cylinder wall was scored as well. He is in the process of looking for a replacement engine for the customer. 

 
We are awaiting pictures from the dealer to confirm failure.
 
Thank you,
 
*** ********* ******** ******* *******
 
Briggs & Stratton

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

On 11/14/13, *** ********** ******** ******* *******, indicated a check would be sent to me dated 11/23/13. We have not yet received it.
 
Can you advise if Briggs has indeed sent the check yet?

Regards,

**** *****

 

 

Business Response: Our apologies - Due to the holiday the check requests were not processes. This did not come to my attention until today.

It will be in this weeks run 12/5/13.
Thank you,
*** *********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a riding lawn mower with a Briggs and Stratton engine. The lawn mower was purchased in September of 2012 and used a handful of times if that. After the first use this season, meaning, spring of 2013, the engine seized. Took the mower to an authorized Briggs and Stratton dealer and had to pay 50.00 for them to tell us that there was not enough oil in the engine and therefore the engine seized. This is not true due to the fact that I changed the oil and added more oil prior to using it this season. We then took the engine to have it looked at by another engine repair shop and they found that the rod was broken inside the engine which made the engine seize up. It had nothing to do with it not having enough oil. I then had it looked at by another engine repair place and I was told the same thing. The engine had enough oil, I know that for a fact. There was a defect with this engine and I feel that our engine should be replaced at no cost to us. The lawn mower was purchased at the Home Depot and they told us they will not take it back because the engine didn't work. That was not covered by the return policy. The authorized dealer in our area told us that we would have to pay over 600.00 to get a new engine.

Desired Settlement: I would like to have been able to mow my grass all summer with a riding lawn mower instead of a push mower. I would like to have the engine replaced by Briggs and Stratton at no cost to us.

Business Response:

Mr. ***** took his mowing unit in to an authorized Briggs & Stratton dealership because the engine had stopped while in use, The dealership has noted on the work order that the engine had little oil and the dipstick showed signs of heat or a darkening of the dipstick. Approximately a quart of oil was poured into the engine and the unit did start and run. However, there was a knock in the engine due to the lack of lubrication. Mr. ***** took the unit home to use. While in use, the engine stopped again, the damage already done and irreversible. The dealership did notify Mr. ***** that an engine replacement would not be under warranty as the engine had failed due to lack of lubrication.

To reverse this decision of denied warranty, the engine must be sent to us. Normally freight is at the consumers expense. However, as a goodwill gesture, I am happy to authorize the shipping and pay the freight of the engine to our ********* ****** ** location for further diagnostic evaluation. This action must be done thru our dealer network. If we find engine failed due to a defect in material and/or workmanship, we will honor the warranty without fail. If those are not our findings we will notify the dealership and return the engine to them.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Briggs said apply for out of warranty defective parts on unit application, consideration: We had Mr. ****** comply to them. He picked up unit, tore it down and they have not responded back to follow up. Unit has had issue after issue, since installment. An has "54" hours total use - suppose to run 20 min ea week to charge battery & check unit. We bought it to be assured power an have only had headaches. Enclosed is paper work that will be helpful.

Desired Settlement: Just follow up on there "word" an fix an return generator, so Mr. ***** **** *** can be at ease knowing if power goes off he can relye on propane genr to run.

Business Response: We were finally able to reach the dealer involved in this repair and will be in constant communication with him until this is resolved.

I will update upon completion.
 
Thank you,
*** *********
******** ******* *******

Business Response: We sent several parts to the dealer to resolve the issues. We are told that as of 11/1/13 the unit is fully repaired.

If this is not the case Mr. ***** should contact me directly at ###-###-####.
 
Thank you,
*** *********
******** ******* *******

Consumer Response:

Better Business Bureau:

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

Regards,

***** *****

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a MTD lawnmower with a Briggs & Stratton (B&S) engine 6/8/13. after 2.5 months and 5 - 6 uses, the piston comes threw the side of the engine. I had just checked the oil level before use, as I always do. It was at the recommended levels. I took it in for warranty repair on 8/28/13 to *****'s **** ********* ******. When they examined it, they stated they had never seen anything quite like this and it definitely would be warranty repair. Almost 4 weeks later, I am still waiting on my lawn mower. I call once a week to check in. The repair place says they are waiting on B&S to approve the repair and that they keep asking for pictures. Well today, the city I live in gave me to this weekend to get my lawn cut or I would be fined. Enough is enough. I just want my money back and I will go and purchase another brand of mower from another vendor. If they can not stand behind there on product I should not be forced to keep it. Transaction Detail ******* ******* **** ******* ** Transaction Date 06/08/2013 Post Date 06/10/2013 Transaction Amount $319.74 Transaction Reference Number MT********************* Merchant Type Merchants open to the general public that sell a wide range of home products and supplies Method Card Number Captured 90 - Card Swiped - Magnetic stripe full track data read Card Presence 0 - Card present at time ofsale

Desired Settlement: Refund the money spent on this lawnmower.

Business Response: Customer called originally on 9/18 demanding this unit be fixed or that he be reimbursed immediately.

Diagnosis from our authorized dealer stated that the unit brought in low on oil, oil was black in color, had scoring on cylinder, oil pan oil was not fresh, inside of unit was dirty, SC has taken pictures and submitted them to Briggs warranty, SC claims this is not a warranty covered issue, they offered disputed warranty to the customer but time frame was lengthy due to SC in busy season and were behind. Units are repaired in order they are received.
On 9/23 I spoke to the customer and offered to investigate the situation further and see if I could get things moving with the dealer. However, from the service records it appeared this engine did not fail due to a defect in material or workmanship. Customer refused my assistance claiming he was going to start proceedings with the BBB because I would not send him a check immediately for the full purchase price.
On 10/4 we chose to reimburse customer as a concession rather than to endure the cost of administrating anything further on this claim.
 
Thank you,
*** *********
******** ******* *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: two years ago i purchased a ********** riding lawn mower, since then i have had three major problems with the briggs and stratton engine. two of those repairs were done at an authrozid repair facility under the ****. warrenty the items repaired were one engine cam shaft, one engine head gasket, and a power take off cable, cost to me was a total of $83.00 dollars. appx. four weeks ago the head gasket blew for the second time, at this point it was out of warrenty and the repair cost me $146.39. I called ****. but no help because it was out of warrenty. Repair facility repair man told me it was a design flaw in the mounts for the gasket and was advised to call briggs and stratton. The repairman also told me because of the flaw in design it is highly possible this gasket will blow again. After speaking with 8 different associates 8 different days explaining the problem, i was told by each of them every time i called that the info would be reviewed and would receive a call within 24-48 hours. I have never received a call back any of the times(8) and they continue to lie to me every time i call them. I am totally frustrated and hope you can help. My claim number with briggs is *********. thank you very much. ****** ****** ** **** *** ***** ********** **** ****** ***** ** *********************

Desired Settlement: after being frustrated and never having the decency to at least call me and respond with some kind of help i am hoping they will send a new enging with a design change to my repair facility so i won't ever have any other blown gaskets. at the least reimburse me for the repairs. Thank you

Business Response:

The Customer requested that if the engine in question has a newer, more improved design, he is interested. At this time we do not have one available.

 

The dealer will refund the invoice from 6/27/2013.

 will check into the engine issue further. Mr. ****** may be requested to return the unit to the dealership.If B&S requests that he return unit to dealership, we will pay the pick up and delivey charge of $60.

 

Thank you,

*** *********

******** ******* *******

****** * ******** ****** ******

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Lwan mower in Setember of 2012 I used it one time that season. I started to use it spring of 2013 the self proppelled stopped working. Since its still under warranty I took it into be fixed at an aurtorized service center. I called to see if it was done and *** ***** of the Lawn mower shop said that it needed cleaned out and the belt put back on Charged me $20.00 he had told me that some of the mowers that he had seen had a protective guard on it so the grass doesn't go up into the belt area of the self proppelled. I called Briggs and Stratton and filed a complait since it was still under warranty because I figured that they would pay for it. NOT I did. I was so mad that I called back and asked to speak to a supervisor they told me that they would connecet me but all I could do is leave a message so I did. A **** ****** called me back I told him the situation and he told me that there was nothing wrong with the mower and I told him that there was. He said that you have to clean it snd I tolfd him that I clean my mower after everytime I use it. He proceeded to tell me that I had to clean the top of the mower talking to me like an uneducated person. I told him that there is grass comming from the bottom and iis clogging where the belt is and its flipping the belt off. He didn't understand me at first then he said OH I understand now about what i was saying about the grass flipping off the belt. His soulation to the problem was to take a tork wrench whatever that is and turn the mower on it side and clean out the grass. I told him it DID NOT say anything in the manual under maintance to take the mower apart and clean it. I told him I should not have to do that all I have to do is clean the bottom which has a hose hookup, clean off the top, put gas in the gas tank and change the oil when needed and maybe the spark plug when needed. He insisted that I had to take off the plastic guard covering the self proppelled and clean it out and I shouldn't have too. Its a 3-in 1 mulch,side discharge, and rear bag. It does not say anything about taking it apart to clean.

Desired Settlement: If there is no way of fixing it without disruping the warranty thats fine but I prefer to exchange for the same type of mower with out the problems. I know several people with self proppelled mowers and not 1 of them have the problem that I have with this Lawn Mower.

Business Response: One of our managers is working with the customer. We feel we will be able to settle the matter favorably. We will notify you upon final resolve.

 
Thank you,
*** *********
******** ******* *******

Consumer Response:

[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.]

Better Business Bureau:

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

Regards,

 

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i bought and registered a $2000 snapper rider in sept 2012. used it 3 times and the 2012 cutting season ended.. april of this year 2013 we put in in the dealers shop for a general check up before the 2013 cutting season. got the oil changed, tune up, blade sharpened, belts checked. we used the more 7 times and then problems. to make a long story short we have lost 5-6 cuttings of this cutting season with this new mower being in the shop or waiting to be picked up. we have had to use an old push mower to mow with a $2000 snapper setting idle. e the dealer gets the mower fixed, i think you should give me a extenstion to the warrantee to cover about 6 weeks of the next cutting season. it would not be any gift if you extended it in the coming winter. an extention would not be a gift as i paid $2000 and deserve a years of use. i am very disappointed that we are using an ol;d push mower with a $2000 snapper sitting idle. after it broke down again on the first attempt a mowing after a head gastic job i think it should be yellow instead of red as it is not an apple in my eyes, it is a LEMON!!!!!!!!!!!!! YOU NEED TO REPLACE IT WITH A WORKING MOWER.

Desired Settlement: get me a mower that will run long enough to cut my lawn without having to use a old push mower.

Business Response: We are making arrangements for the parts and a dealer to assist customer. We will update upon resolve.


Thank you,
*** *********
******** ******* ******

Consumer Response:

[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.]

Better Business Bureau:

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

Regards,

 

******* ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a push lawnmower this year in April 2013 and used it until August of 2013. (purchased from ***** ******* **). During the last use the mower started to vibrate and after a close inspection I found the engine had cracked around all four corners where it mounts on the deck. Then I took it ***** and they said I have to take it authorized warranty dealer. With my sons help I took it to *** ******** nearby, after two weeks they said the shaft was bent. They asked if I hit anything and i said no. They declined to repair or replace the mower. I asked they provide the reasons in writing. I leaved at the house for twenty years and have the same lawn and terrain, my neighbors will agree that my lawn does not have any object that will hit the bottom of the mower. My first mower I used for several years and broke because of the transmission, this new one I only used for four months. Another issue I encountered at the dealer is that they said the engine and body of the mower are separate warranties and they make the whole process so discouraging as if they already refuse to repair or replace. Also they assume all consumers are ignorant. Our family is educated with doctors and engineers and don't believe in gaining from providing false information. This is clearly a defect in engineering. BRIGGS & STRATTON has used a low grade metal (Cast Iron) to manufacture these engines and they could be several reason why the cracked occurred. 50% of the reviews are related to warranty issue with this company and similar as i mentioned above (bent shaft). Briggs & stratton should be ashamed to label made in America, to deceive consumers and to increase profit margin. All I am asking is a replacement or to repair the mower.

Desired Settlement: The company should continue improving the product. Treat all consumers morally and respectfully instead chasing them on a wild chase. Mostly older people are taking care of there gardens and lawn so please be considerate.

Consumer Response:

On Tue, Oct 1, 2013 at 10:17 AM, ****** ***** *********************** wrote:
Mr. **********,
I have received the response by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. please update and close file.

Regards,
****** and *** *****.

Business Response: We reimbursed customer the cost of the unit as a goodwill adjustment. The Customer should have received the check.


Thank you,
*** ********* ******** ******* *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 06/23/2012 I purchased 22"Self-Propelled Walk Behind Mower Model 7800831 Serial#:***********.After 3months of use the unit has been in service for one month at ***** authorized dealer for warranty. The product has been returned to me on 12/03/2012 and i was charged for replacing spark plugs for no reasons ( the product was under warranty ,the factory is responsible for replacing any parts ) also Speed control ***** Lever was not working properly. On July 2013 the mower has been broken again.The not working engine and throttle lose as a result of very poor quality provided from factory.The unit has been sent to ***** location for service on 08/01/2013 and is there waiting for parts. I requested via Email to ******* to replace product because this one is defective from from factory. The answer was : Our product is under warranty and can be fixed at *****. This is no an solution because the product was in service in 2 times and is in service now and I do not take any chance to use it because warranty expire next season. As a result of I called Snapper on 08/12/2013 and I asked for replacing the product with a new warranty. The costumer service informed me that is going to call me in next 24 hours. NO CALLS AT THIS TIME FROM ******* ! I paid for this mower $348.02 and has been used a few months in two seasons , in top of of that I got to pay extra money to other company for service. This is not acceptable and I expecting to get an full refund for this mower because of DEFECTIVE FROM FACTORY.

Business Response: The unit in question was exchanged. Customer inquired as to compensation for hiring someone to maintain the lawn. We are awaiting invoices from customer.


Thank you,
*** ********* ******** ******* *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Briggs and Stratton Model 331977 - 21 hp motor from a Briggs and Stratton retailer ************** on 6/24/13. I installed it on my **** ***** mower on 7/17/13 following the included manufacturer's instructions including filling the motor with the recommended oil. I ran the mower that night without incident and it ran perfectly. I actually have video of me starting and running the motor. The next day (7/18/13) I checked the oil level again and started the motor. It ran for 10 seconds, backfired and stalled. I started it again it ran for 3 seconds and seized.I contacted the retailer via email on 7/18/13 and they replied via email and instructed me to use the Briggs and Stratton dealer locator online to find a warranty repair shop and they would handle the warranty claim for me.I selected *** ****** *** ***** * ***** * ********* ***** * ******** ********** ****** ** ****** ***** *********from the list and took the mower/engine there on 7/19/13. They said they would tear the motor down and submit the claim to Briggs and Stratton. They did not indicate that there would be a charge for the inspection.***** * informed me on 8/2/13 that the motor would not likely be covered under warranty because it "appears to be run without oil". I told them to submit the claim anyway, which they did and Briggs and Stratton refused to honor the warranty. They also billed me $240 for the inspection.I attempted to resolve the issue also with the retailer **************** and with ******(since this was how the item was paid for). Both refused to reimburse me or honor the warranty.

Desired Settlement: I would like Briggs and Stratton to replace the motor and reimburse the repair dealer for his costs.Alternatively I would accept a refund of the cost of the motor and the dealer service charge.

Business Response: We are investigating the complaint and are awaiting photos and further information form the Service in dealer.


Thank you,
*** *********
******** ******* *******
****** * ******** 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a self propelled ****** lawn mower with a Briggs and Stratton motor on it May 3, 2013. I had my father who is very mechanical set the lawn mower up for first use. After 4 uses no more than 4 hours total use with accurate oil levels the lawn mower sputters, pops, smokes and peices of metal and oil is all around the mower where it exploded. Upon inspection by my dad noticed the piston is sticking outside of the block of the motor. I took to a local shop on July 7, 2013 as directed, 3 weeks later I find out Briggs and Stratton refuses to cover it under warrenty. Claims It was damage from lack of oil!!! Umm...I checked and confirmed it was normal oil level just 20 mins prior to the exploding equipment! I'm now out $255 for a lawn mower that is junk. After searching for complaints on Briggs and Stratton I see this is a common occurance. So dissapointed in the customer service and their products.

Desired Settlement: I believe everyone needs to be aware Briggs and Stratton won't stand by their products and have poor customer service. Obiviously their products are defective or it wouldn't have malfunctioned in 60 days fresh out of the box!!!

Business Response: Our research showed Customer returned unit to retailer for a full refund.

*** *********
******** ******* ******* ****** * ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Briggs & Stratton's customer service center today to inquire on my online purchase made through their company's website. The order number was ******. A customer service representative eventually answered and identified herself to me as only, "********." ******** was immediately curt and mildly disrespectful. She requested an order number, which I provided (above). She quickly argued that this number was not correct and asked for any additional numbers. I provided her with the "web confirmation number" obtained from the confirmation email I had received shortly after placing this order (***********). She rather rudely interrupted me as I was providing this number saying, "No, no, that's not it either!" I assumed that she was used to a certain series of alphanumeric characters that she was not immediately recognizing. She then asked for my name and location. I assumed she used this information and was able to access my purchase order information. She told me that my order was on backorder. I expressed my discontent with Briggs & Stratton's allowing me to wait nearly a week before I had to call them to inquire on the status of my order, only to find that the order was backordered and not likely to be shipped anytime soon. I asked why it was never displayed when I made my purchase, nor was it listed on the confirmation email, that this particular part was "backordered." ******** obviously did not feel it important enough to give some kind of answer or opinion on this matter, and simply stated, "I don't like your tone and I'm going to disconnect this call at this time." I asked ******** to transfer me to her supervisor, and ******** then ended the telephone call. I immediately called back. The automated directory voice advised that my current wait time was three minutes. After nearly 15 minutes (as verified by my cell phone's call duration timer), "********" answered the telephone. I first asked ******** how to spell her name. She clearly did not wish to spell it for me, and demanded that I state my reason for the call. I advised her that I had absolutely no more business with her, and would like to speak with her immediate supervisor. She related that she would transfer the call; however, that I had to provide a reason. I told her that it was to file a formal complaint against her, and to have my previously-submitted order cancelled. ******** promptly ended the call again. Absolutely astonished, I found myself now wondering how in the world I was going to get my order cancelled when this seemingly only representative in the Briggs & Stratton call center was outwardly refusing to speak with me or direct her to a supervisor. I used the Better Business Bureau's website to locate the corporate center direct telephone line. I called the listed number and spoke with "****" who was clearly much more professional than ********, and much more willing to see my matter resolved. **** verified that the record had indicated that ******** was indeed the representative who had originally spoken with me. ****, however, could not process the cancellation and directed me back to the call center. **** offered that she would remain on the line to ensure that ******** was not given my call. "*******" answered the line, and I thanked **** for her professionalism and courtesy. ******* assisted me with completing the cancellation of the order and provided a confirmation number for such. ******* also verified that ******** was the original representative who answered my call. I asked ******* if there was an immediate supervisor available to voice my complaint / concern. ******* advised that there was not,, and offered to "elevate" the matter with my name and telephone number. ******* believed that I might be contacted soon. She could not say when exactly that may be.

Desired Settlement: I respectfully request written correspondence, either by email or letter, providing the outcome of this complaint. It is my sincere intent only to express my complete dissatisfaction with Briggs & Stratton based solely on the actions of this individual. This matter originated from the purchase of a lawnmower primer bulb - a whopping total purchase of $2.95. It is reprehensible that a loyal customer be severed based solely on the action(s) of this representative and the unavailability of an immediate supervisor to moderate this issue at the lowest possible level and as promptly as possible. With no other alternatives to properly voice my complaint / concern, I wanted to ensure that upper-level managers be apprised of this event, as I assuredly would want to know of my subordinates inappropriate actions while representing my company.

Consumer Response: On Wednesday, August 21st, 2013, I received a telephone call from a supervisor representing Briggs & Stratton.  After a long conversation, the supervisor affirmed to me that she would review the telephone call recordings and ensure that the employee receive additional training with regard to my complaint.  She sounded receptive to my complaint and it is my sincere belief, at this time, that this matter has been adequately acknowledged / resolved.  I would like to express my most sincere gratitude and appreciation to the Better Business Bureau for your prompt action in this case.  It feels so good to know that the customer can seek the BBB for a voice that is heard.  I am without doubt, that without the BBB this matter would have resulted in a mere letter to the company that likely would have gone unanswered.  The BBB’s influence in the business society is absolutely unparalleled.  Thank you for accepting my complaint, and for processing it so quickly.  I am amazed, and will be certain to continue to utilize the BBB for business reviews in the future.  This was an excellent resource. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In April 2012 I bought a snapper mower from a bx on an air force installation, I used it two times in which the mower worked perfect not a problem so I was very content until the third time I used it when within 5 seconds of the engine starting up a very loud pop happened and a big chunk of metal flew off. This was the side of the engine block as the piston rod broke through the side. I started contacting Briggs and Stratton in May of 2012 to turn in the mower on warranty. Since i didn't have the reciept as I had accidentally tossed it (had no idea such a high end mower would break so didn't plan to use the warranty), I then had several months of going back and forth trying to get them to still honor the warranty. I found out the mower had been made in May 2010 at which time it sat outside for two years before I even bought it so by their 3 year warra...nty even if it was sold right at the time it was made, it would still be covered. At this time the dealer here locally wouldn't accept it without written permission through briggs and stratton without the receipt and since it was basically winter time I let it ride for a while. In February 2013 I actually went back to the BX that I had purchased this lawn mower and found out they could print out the receipt again and any paperwork needed so I did that and took it back to the local briggs dealer. He accepted it, broke it down, and then sent off pictures only for them to deny warranty work and said it was due to insufficient lubrication. This mower barely got out of the first bottle that was provided with it so that is a false statement. I contacted them again to let them know my whole story and they told me I would have to come out of pocket to send the engine to them and re evaluate their claim. To sum it up that isn't going to happen and I will be taking them to small claims court if they don't have very different news tomorrow when they said they would call back. This all boils down to a company that won't back up its warranty and has horrible customer service! I'm ** years old and have mowed lawns since I was 13, we always used the cheap walmart ones or cheap ones that were handed down to us and never had issues so that says a lot about this company! At the beginning of April I talked to a female manager who told me they wouldn't honor the warranty so I told them I'd be taking them to court. She then told me I could pay out of my pocket to have the engine sent to them which I said there's no way I'll do that I'll just see you in court! She said well what if I contact ** ***** ******* and see what we can work out. I told her that's fine but I won't be paying to ship it. I have since then been contacted by Briggs by mail in which they told me they still would not honor their warranty after further review. This was on April 30th 2013.

Desired Settlement: I want the mower that I deserve considering the amount of money I paid! This mower had right at 3 hours max on it when it went out. I want it repaired or replaced.

Business Response:

This complaint was not in view for us on our BBB home page. We apologize for the delay. We are investigating and will contact the Customer to reach an agreement.

*** *********

******** ******* *******

Business Response:

I have attached the letter of denial we sent Mr. *****.

After careful review of the facts, we again determined that the failure of the engine was not due to a defect in manufacturing, materials or workmanship. There was not sufficient oil in the unit.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The attachment Briggs and Stratton supplied basically verifies my story that their report indicates a lack of lubrication. It does not indicate the reason for a lack of lubrication. Let me break this down very very clear. I put the oil in it that came with the mower after only approximately 2 hours of use the engine seized. The lack of lubrication WAS NOT my fault, it was due to a mechanical failure of the engine to be able to utilize provided lubrication. These people are running around in circles and have no interest in solving the solution. I have a ***** engine mower now that has over 6 hours of use, same thing on it, I bought it and it came with oil. Its not one 6 hours or more using the same oil and I haven't even had to change it yet. Shame on you Briggs and Stratton your customer service is a joke! Its just too bad I don't live in Wisconsin or I'd take you to court!

Regards,

****** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/19/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a new discontinued pressure washer Model #: 20413 on sale. Company will not honor warranty because item was purchased on sale and not full retail.

Desired Settlement: Replace non functioning item.

Business Response:

Customer received a deep discounted price on this unit. We so not send parts at no charge on discounted or previously used items.

Notes per management: Customer contacted - In depth discussion as to why we would not support N/C parts. Customer understands on the missing hose but feels the wand and gun should be warranty items. Advised the product would need to be evaluated by an authorized SC for defect in material/workmanship. Gave nearest SC info.

Customer asked what if the items are damaged - advised they would not be covered.

Customer believes this is a brand new unit it was in a opened box when purchased.

Additionally we gave customer part #'s and pricing on hose,gun,wand.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a craftsman pressure washer in Jan. 2013 and I have a one year warranty on it. I contacted the number on operations manual to inform them of a faulty part and problem I was experiencing. I spoke with ********, who was helpful in this process. She needed receipt so I emailed her info. and she called me back to inform me that since I got a "substantial savings" on my purchase that I would have to buy the faulty part, even though I have a warranty. I have never heard of this practice before. Since when does what you paid for something void a warranty for a faulty part. I plan to call and try to talk to whoever gave her this info. and see about resolving this.

Desired Settlement: All I want is the faulty part exchanged for one that operates correctly sent to me so that my pressure washer works the way it is suppose to. I am not asking for anything unreasonable, nor do I expect them to replace anything that is not in working order. I would also hope that someone gets this within the company and realize the negative outcome this type of service has on company. I know if this is not resolved I will never buy anything from them again. I am also an ******* **** ****** and if not corrected, I will tell my story to the other members so that they are aware of this disrespectful conduct.

Business Response:

After further review of this case we agreed to send the Customer the accessory parts he is in need of.

One part is currently on back order but we are pushing it through the system as quikly as possible.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/9/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 5/14/2013, I purchased a Brute pressure washer from a local retailer with a Briggs & Stratton engine; model #126m02. About three weeks later, during the third time using the pressure washer, the engine blew resulting in a cracked block. I subsequently took the pressure washer to a Briggs & Stratton service center as instructed on my receipt of purchase. After about a month, I received a phone call from the service center which took the engine apart and contacted a Briggs & Stratton representative to access why the engine failed. The service center told me that the representative from Briggs & Stratton determined that the cause of the engine failure was due to "insufficient lubrication". It was explained to me that the representative determined I had used the wrong oil. This is absolutely not true as I used the oil that came with the pressure washer itself. However, after the second use, I did top off the oil with SAE 30 Small Engine Oil distributed by Techtronic Industries that is used for Briggs & Stratton specifically. I followed the instructions to the best of my ability and the pressure washer performed as expected until I have used/purchased many small engines manufactured by Briggs & Stratton and never had an issue until now. I firmly believe in the products that Briggs & Stratton provide and will likely purchase again in the future. However, in order to do so, Briggs & Stratton needs to honor their warranty.

Desired Settlement: I believe this to be an isolated issue with this pressure washer and Briggs & Stratton engine. I think the best thing that Briggs & Stratton can do is to replace the pressure washer or, at the very least, replace the engine with a new one.

Business Response:

On 8/5/13 We gave the dealer authorization for the repair and asked that the dealer inform the customer.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

Business Response:

On 8/5/13 We gave the dealer authorization for the repair and asked that the dealer inform the customer.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

Consumer Response:

[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.]

Better Business Bureau:

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

Regards,

 

**** *******

 

 

 

Consumer Response:

[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.]

Better Business Bureau:

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

Regards,

 

**** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a ridding mower on 6-27-11. After the first mowing season I took it in for repair since it would not idle correctly. They attempted to clean out the carb and I left to try it out. The problem was still there. I spoke with another repair shop (******** ********) and was told that it is a fuel issue and that Briggs and Stratton would not warranty the engine since it is an Ethanol problem. They said the engins don't run well on Ethanol. I asked "So, they bult an engine that doesn't run on the fuel choices available?" ******** said "yes, and Briggs would not warranty it." I compared that to buying a new car that does not run on the available gas. He agreed it was the same, but I am still out of luck. I just got off the phone with Briggs and Stratton Customer support and they have told me the same thing. A fuel issue is not their problem. I don't see how its not their problem when that was my only fuel choice. This problem is clearly related to their engine being unable to perform with the given fuel supply. The fuel I used was clean and in a clean can. I have since found a NON-Ethanol station and that has not helped the problem one bit. After speaking with customer service I asked to be transfered to a manager. I was transfered, but the call was let go to voicemail. The rep had just spoken to the manager less than 30 seconds before the transfer.

Desired Settlement: I just want my mower to run properly. I attempted to get the problem resolved when it was new. I am left still trying to get it resolved at the end of the warranty period.

Business Response:

We requested the Customer take unit to an authorized dealer to diagnose the problem. He will call us when it gets there.

Thank you,

*** *********

******** ******* *******

Briggs & Stratton Answer Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: to who it may concern.my home back up generator had burned up a starter and starter solenoid so just moving up here to ******** ***** from **** back in feb.there is no parts stores for generators here ,so I orderd the starter starter cable and starter solenoid from briggsandstrattonpartstore.comI received the parts and installed them only to find that when I hooked up the battery cable the starter started whirling the motor over(shouldn't do that) come to find out the brand new stater solenoid is stuck on.just to make sure I used my dvom meter across the two battery poles and found a direct short.I called this company to get a replacement on a defective part and they started giving me phone numbers to call other companys one was briggs and Stratton,,they told me to return it for an exchange through the company I bought it from..all I want is a replacement starter solenoid for my home back up generator we lose power up here in the ******* ***** region quite often..and I have no generator due to this part which is part number****** $23.20

Desired Settlement: I would just like to get the replacement part for the defective part so my generator will supply power again to my homeis that too much to ask?

Business Response:

We feel we have reached a fair and equitable solution for all parties. Mr. ******* was sent the desired part for his unit at no charge.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a lawn mower Engine from dealer on June, 2012. The engine has a spark plug issue. I am on my third plug replacement (2 replaced last summer). It has been explained that the plug model has shown to be bad. The dealer will replace them for free but I have to drive 30 minutes to his shop which is hour or more in drive time lost in work. i have also been on the phone with a person named ***** (x****) at Briggs & Stratton CS who has yet to call me back in regards to my complaint. I bought a NEW engine so I wouldn't have to buy a new mower and I figured a new engine would work when I needed the mower. It doesn't sound like the bad plug problem will go away and the only real solution is to just replace the plug when it goes bad. The mower could run one day and not start the next I will never know. Once was fine I figured one bad plug but now I am on the third and I have grass to cut and a mower that won't start again. It was never brought to my attention that the engine had these kinds of problems so I am feeling a bit taken advantage by selling of a defective product.

Desired Settlement: This problem is getting old. I need something that works. If it can't be fixed I want a refund.

Business Response:

We have received the complaint and are contacting the Customer.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.]

Regards,

***** ******


How soon do they plan on contacting me?  48 hours have passed and have seen no correspondence.

Business Response:

We were able to reach consumer and a technician is reviewing the case. We will contact the consumer with next steps within the next 2 business days.

*** *********

******** ******* *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a push lawnmower last year and it was fine the last time i used it. When i went to use it this spring, it would not start. The blade is rusted, the back wheels are rotting, the blade is rusted, and when i went to prime it my finger went right through the rubber primer. I took it to the service place that the warranty authorized. I called after a week and they said the crank shaft was bent. They asked if i hit anything and i said no. He said he would call ****** to see what they wanted to do. After another 2 weeks i called again, a different man answered and said the blade was also bent (2 other people saw the mower before i took it in, it was NOT bent..it was rusted). So after a month of having my mower they said ****** would not cover any of it under their warranty! I called the number thst i listed and they cannot override the decision. They said they have a corporate office but its only for the dealers and repair places, and they would not gice me the number, they said it is not for customers! So i am out a lawnmower, i am out $180.00, and i cannot talk to anyone about it!

Desired Settlement: I would like to have my lawnmower fixed or replaced.

Business Response:

We have received the complaint and will contact the Customer today.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

Consumer Response: I have not been contacted by the business as they stated they would. My lawnmower still has not been repaired or replaced.

Business Response:

We were able to resolve the issue with the consumer and are reimbursing her for the unit. Her check should reach her within 7-10 business days from today 6-20-13.

*** *********

Customer Service Manager

Briggs & Stratton Answer Center

Consumer Response:

[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.]

Better Business Bureau:

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

Regards,

 

******* *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/24/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Husquavarna walk behind string trimmer from ***** last May(2012). I used it for about 20 hours then put it away for the winter. This April I checked the oil, added fresh NON-ethenol gas. Within 2 minutes it started to squeal, followed by a loud band and lots of smoke. There is a hole in the side of the block!!! ***** wouldn't do anything because it is a year old (only 20 hrs). Took it to a local Briggs authorized repair facility, politely told that I had a less than 50% chance of Briggs repairing it under warranty. Took it to another authorized repair shop. Their initial assessment was that it should be warrantied. They took it apart and Briggs asked for photos!!! Based on photos my warranty was denied, stating is didn't have oil. The technician that took it apart couldn't believe Briggs wouldn't honor the warranty. I am an ******** *********** *******, I spent 27 years in the **** fixing ********. I know the importance of oil! It had the proper amount of oil in it!!! This is outrageous!!

Desired Settlement: I am already a month behind in trimming. I just want my trimmer repaired ASAP.

Business Response:

We have received the complaint andwill contact the Customer today.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

Consumer Response:

Better Business Bureau:

As of today I have NOT been contacted by Briggs and Stratton. My opinion of this company continues to deteriorate.  I will make every effort to tell people not to buy anything with a Briggs and Stratton motor.

I have reviewed the response made by the business in reference to complaint ID *******, 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.]

Regards,

******* *****

 

 

Business Response:

We were able to reach Customer yesterday who stated he was not in town and could not give us all of the information we needed. He has direct contact information of a lead agent here. We will respond again upon resolve.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/21/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I received a portable generator as a gift for our cabin. Because it wasn't big enough to run power tools, we left it in the box for a few months. In November 2012 we took the unit out and put gas in it to start it up. We immediately discovered the choke switch was snapped off and we couldn't run the unit. We never got it started. We called B & S to see about having the unit repaired. The tech emailed a schematic and said we needed to give him the part number. The diagram was complicated, blurry and difficult to read. We are both full time employed and it wasn't a priority for us to analyze the drawing but we looked at it whenever we got a chance. Finally, we gave up and called B& S and told them we couldn't locate the part on the drawing but we knew it was the choke lever switch. The rep said the whole carburetor would probably have to be replaced and directed us to a certified dealer for warranty repair. We took the unit into the Agrishop in Tacoma and told them specifically that the broken switch was what needed to be repaired. After a few weeks they told us the unit wouldn't be covered under warranty as the carburetor was gummed up due to the gas being left in it. I called B & S and talked with a woman rep. I explained that the switch was snapped off and yes we had left gas in it not knowing that it would gum the carb but we weren't seeking repair of the carb, only to have the switch replaced. She was very rude, questioned why it took us so long to get the unit into the shop and implied that we had broken off the switch. She said the warranty rep in our region would be in contact with the Agrishop. To date, they have still not contacted them and our generator is still sitting in that shop.

Desired Settlement: We want B & S to stand by their product and replace the choke lever switch that was snapped off when we received it and clearly defective. That it requires the whole carburetor to be replaced and we're responsible for gumming that up is irrelevant. If the switch could be replaced separate from the carburetor and we had to repair the carb, we would do that but it's not. The switch was broken BEFORE the carburetor was gummed up by us.

Business Response:

We have received the complaint and will be contacting the Customer today.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a home generator that has never worked since new despite numerous service attempts. We would like a refund or replacement a this point. Briggs & Stratton has all or this info on file. Numerous phone calls have been made documenting the attempted service history on this generator.

Desired Settlement: Repair or replacement of the unit including any/all applicable labor and delivery expenses and removal of the old unit.

Business Response:

We have received the complaint and will contact the Customer today.

*** *********

******** ******* ******* ****** * ******** ****** ****** ************ ***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a Briggs & Stratton generator Model # ******* and it was installed by **** ***** of ******* ******** in September 2012. The generator 's electrical board malfunctioned on 10/2/12 and needed to be replaced-waited three weeks for replacement. On 12/6/12 there was a large oil leak and engine was not running correctly(fouled out spark plug) and ******* ******** called ****(technician on call) from Briggs & Stratton. They told my electrician from ******* ******** to open the engine and they would walk him through rebuilding the engine. My electrician told them he doesn't rebuild engines and doesn't feel comfortable doing it. On 12/26/12 it was noted the oil was totally white, ******* ******** called **** from briggs and stratton. **** said a little white in the oil is condensation is normal but it shouldn't be the entire oil. Briggs and Stratton stated they were sending regional rep-**** **********(###-###-####) to come and check the generator. Mr. ********** came on 2/8/13, he never turned the generator on to check for oil leak, fouled spark plugs, and condensation in the oil. He was so concerned that it was going to snow and he had to get back to **********. He gave a visual ispection and told my wife everything is fine and left.

Desired Settlement: I want Briggs & Stratton to allow **** ***** from ******* ******** to replace the generator with a new one.

Business Response:

We have been in touch with the Customer and are sending a qualified dealer to the unit for analysis. We will  update you when situation is resolved.

Thank you,

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.]

Regards,

****** ********

 

 They sent a qualified technician in the past and he only did a visual inspection. He never turned the unit on eventhough there was a history of an oil leak, fouled spark plugs and moisture in the oil. They can send the installer who installed the unit but I don't want the same person from Briggs and Stratton who wasted my time.

Business Response:

We have further evaluated the unit and are attempting to reach the customer to present the resolve.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

************

***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/28/2013 Problems with Product/Service | Complaint Details Unavailable
4/28/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 650HP push mower from ******* in ********** **. After five uses the mower would not start. I contacted ******* about an exchange, however, they were unable to do so because it was after 30 days. I have contacted Briggs and Stratton as the manager a ******* suggested to be given a constant run around. I have send them around three different emails and letters in regards to the return of the item for a complete refund of which they were unwilling to do. Two different occasions they recommended that I contact a local approved small engine repair shop to repair the mower without any guarantee of them paying for repairs. I told them that this customer service was unacceptable for the mower discontinued working after five limited uses with proper pre and post cutting maintenance. It also lead to me relocating to an apartment without a lawn for I had invested $300.00 for a lawn mower that doesn't work. The last call from ******* ext **** concluded that I should try to contact *** the builders of the mower frame to see if they will be willing to "buy it back." I want to state it is not the frame but the engine that has failed to work and that the lack of customer service has cost me $100.00 in lawn care fee, 6 months of aggravation, and 6 ft of storage space! I have all letters and email availible upon request.

Desired Settlement: I would like someone to contact them inregards to this matter and develope a reasonable solution.

Business Response:

We are in the process of evaluating the Customers claim. We will be contacting him directly to get detailed information.

We will infomr you as to our progress getting this resolved.

Thank you,

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/11/2013 Problems with Product/Service | Complaint Details Unavailable
3/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On November 12, 2012, I purchased a Briggs & Stratton Standby Generator from ***** ********* ******. My order number for this purchase was *********. Over the Thanksgiving holiday I realized I had made a mistake with my order. By accident, I purchased a 100 Amp transfer switch with the unit rather than a 200 Watt switch. As ****** was closed during the long weekend I sent an e-mail explaining my situation. I never received a response back to the e-mail. On Monday, November 26, 2012, I called ****** first thing and explained the situation to one their employees. I was informed by their employee that there was no way to return the switch. Because it was purchased as part of a package I would have to return the entire generator and pay to have it shipped back. This would entail hiring a shipping company to pick up the entire 500 pound unit and ship it half way across the country. Their employee admitted this option was not realistic and would cost as much as purchasing a new switch. As to the 100 Amp switch, she suggested “You should try *****.” She also indicated that “This happens all the time.” I purchased the 200 Amp switch from ****** a cost of $833.61 (order #*********). The 100 Amp switch is sitting in my basement, completely useless. I included Briggs & Stratton in the complaint communication as they bear responsibility for overseeing the sales practices of what must be one of their principal distributors. Basically, if a consumer makes a simple mistake on an order like this there should be a way to rectify the situation without returning and shipping a 500 pound generator across half of the country. Simply returning the switch box at the purchaser’s expense would seem like a reasonable alternative. Although the ****** employee’s acknowledgement that “This happens all the time. “ perhaps it is a way for ****** and Briggs & Stratton to make a profit by forcing customers to purchase both switches if an honest mistake is made. I look forward to your assistance in resolving this matter and suggest that Briggs end this reprehensible sales practice of their distributor.

Desired Settlement: I would like to return the tranfser switch in return for a refund or credit.

Business Response:

We have received and logged the complaint and will reply within 7 business days with an update or resolution.

Thank you,

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

 

Business Response:

We are offering the Customer concession as a Customer courtesy. We will reimburse the cost of the proper transfer switch and return the other switch at our expense.

We apologize for the delay in response as the storm situations have taken precedence.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new portable generator in April from an authoriuzed Briggs dealer on the internet. The generator was received and installed, but not started until October just before hurricane Sandy arrived. At that time the generator ran BUT DID NOT PRODUCE ELECTRICITY. I lost considerable money in spoiled food and suffered 4 days of blackout. After numerous calls to Brigs customer service. The problem is still not resolved as of 12/18/12. The service ticket number is#*********. I am completely dissatisfied with their warranty service.

Business Response:

We have received and logged the complaint and will reply within 7 business days with an update or resolution.

Thank you,

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

Business Response:

Customer was working with a dealer who was not Briggs and Stratton authorized. We referred him to a dealer that was (****** ***** * ********* ***** ***) he took it there and the dealer verified the only thing that was wrong with this unit was that the circuit breaker was turned off. The unit is performing fine. The Service Dealer discounted the service trip from $75 down to $55 as they realized this was simply the customers mistake. He worked with someone who was not a dealer for us and did not look at this closely enough to see this. The customer has their unit back as on Monday 1/21/13.

 

We apologize for the delay in response as the storm situations have taken precedence.

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
12/22/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This letter is to express my grave concern about the quality of your home generators and the
quality of your "service" department. I am seeking some redress to these concerns.
On December 20, 2011 I purchased a home generator (Model: ******; Serial Number
**********) through a dealer ***** **** *********. I was unable to get a less expensive
generator and better known quality generator (Generac) because that company could not
supply a new generator until February. Consequently, the dealer encouraged the purchase of
the more expensive Briggs and Stratton because B&S could deliver a generator prior to my
January time line.
No sooner was this generator installed then the engine quit working. The part could not be
delivered in a timely fashion thus I was forced to be without an operating generator until
February 2012. Within a few weeks of the engine failure, there was an alternator problem. I
became increasingly concerned that this particular home generator was a "lemon." My fears
were confirmed when in September the control board failed and the generator needlessly
popped on and ran through my propane until I came home to discover the generator running.
If I hadn't come home, the Briggs and Stratton generator would have completely burned
through 100 gallon tank of propane.
In response to these problems, ***** **** ********* addressed each of them without
financial cost to me. Having had 3 serious problems with this new generator in nine months, I
called the company to express my concern that I had a "lemon." On September 20 at 10:15
a.m. Eastern time, I called your customer service line. For approximately 10 minutes the man
answering my call would not ask for my zip, my name, or even my generator model. He kept
telling me that my dealer wasn't authorized, and that he was just trying to get me to spend
money by having him come out. He treated me terribly. Listen to the tape. It was only when he
realized that he could not intimidate me and his excuses weren't working that he finally asked
for information on the product and my personal information. Only then did he say he'd "move
it up a level." He gave me no reference number.
Not hearing back from anyone I called B&S customer service department again on September
21 at 10:25 Eastern time. A man (******) answered and said my call had been transferred to a
product specialist ****. He gave me a reference #: *********. Again, **** did not call me so
September 24 I again called B&S. I was lucky and ended up with ****. I told him of my
concern. He admitted two things: 1) Yes, B&S had bad generator engines in this model that
often need to be replaced; 2) Yes, they also had problems with pins within control panel not
being filed correctly for strong connection. Although he also admitted that this problem usually
showed up within two weeks of installation.
**** absolutely refused to even consider that this was a "lemon" and refused to consider a
replacement. He refused to do this without first discussing this with the dealer. He finally
agreed to speak to the dealer. **** also agreed to follow up with me after he spoke with the
dealer. I'm still waiting for ****'s call.

Desired Settlement: Not only has B&S delivered to me an inferior product but the service department has been
personally disrespectful, deceiptful and inept. This generator is an inferior product, and I
believe that B&S should be required to replace it.
Unless this generator is replaced, it has not only lost future sales with me but I will be unable to
recommend B&S to future customers. And I can imagine that ***** ********* ******* will
have to really weigh whether they ever recommend a B&S home generator system again to a
future customer because of the huge cost in their service and time.

Business Response:

The Customers unit was repaired and we have extended the warranty of the equipment for one year.

 

Thank you,

 

*** *********

******** ******* *******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ******** ******** Briggs & Stratton generator from ***** **** in ********, ** memorial day weekend. Product was faulty upon purchase....wouldn't hold any power. I was told to take the unit to **********, ** to the nearest service station. ********** is 2 hours from where I was staying, but I made the trek 2 hours there and 2 hours back to drop it off. Then 2 hours there and 2 hours back to pick it up. Thats 8 hours of driving a gas guzzling truck to fix a new product. Plus my time spent. I should've contacted you before that. However, I didn't...and now the generator is broke again and they are telling me to take it back to the service station. I can't afford another 8 hours of gas money and time spent to fix a new product that has already been paid for. I started a dialogue with them about the issue at hand less than 3 month from purchase. They said my complaint had been upgraded and that someone would contact me but it has been 1 month today since the last email and no phone calls at all. Briggs & Stratton Corporation needs to be held accountable for faulty products and not put the weight on the consumers when it is not there responsibility.

Desired Settlement: I need a refund on the unit purchased. I cannot afford to put any more time or money into a unit that has been faulty since purchase. Please help me, Briggs & Stratton will not. Thank you!

Consumer Response:

* * ****************
10:57 AM (24 minutes ago)

to me
Hello,
 
I'm responding to the message from the BBB on 10/20/2012.
 
I have still not heard anything from Briggs & Stratton and am certainly not satisfied with their effort to resolve the matter.
 
They have not contacted me since they "elevated my incident to a product specialist" on Sept. 4 2012.
 
All I'm asking for is a refund on a product that was damaged upon purchase  and continues to fail.
 
Please help.
 
Thank you,
*** *****

Business Response:

Customer was sent the attached letter. Before we can proceed with a decision the Customer must take the unit to an authorized dealer to verify failure and condidtion of unit.

Thank you,

*** *********

******** ******* *******

Briggs & Stratton Answer Center

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, 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.]

 

The generator is now stored in ***** ****, **.  It isn't economincal for me to take it back down to ***** ****.  Whoever reviewed the problem at Briggs & Stratton has obviously neglected to pay any actual attention to my claim.  The location of purchase and previous service stations has been stated repeatedly throughout this process.

 

This will not suffice.  I cannot get the generator to ********** or **********, so ***** **** is really a stretch.  I can take it back to ******** where it was purchased.

 

Regards,

****** *****

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/15/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to the Briggsandstratton.com website to purchase a carb for a lawnmower. I placed the order and was given the total amount of 48.58. I clicked accept and submitted my order. I received an email from the company a short while later stating that my order was accepted and that the total was $49.18. I called the company about the .60 discrepancy and was told that they'd updated their prices but that they hadn't yet reflected on the website. I asked to speak to a manager and was put through to a voice mail. I left a message requesting a call back and one week later I have heard nothing. I called the company again this morning and explained the situation. I was put on hold for more than 15 minutes while the customer service rep went to see about some things. I hung up after 15 minutes because I don't have time to wait around all day. I know this is only .60 but if my purchase had been larger, I'm sure the amount would have been more and I did not accept the higher sale amount. I printed out the receipt imediatly after purchase that states one price, and the email that states the higher price. I'm very irritated about this.

Desired Settlement: I want them to make sure they aren't charging people higher prices until their website reflects those higher prices. They're taking advantage of people who buy things off their website thinking they're paying one price only to be charged more because 'updates haven't been applied to the website.'

Business Response:

This claim was resolved October 19th. We explained the reason for the discrepancy in pricing due to system issues. Measures are being taken so that it does not reoccur.

The customer was sent maintenance items as concession for the inconvenience.

 

We apologize for the delay in response.

 

Thank you,

 

*** ********* ******** ******* ******* ****** * ******** ****** ****** ************ ***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/15/2012 Problems with Product/Service | Complaint Details Unavailable
12/12/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a generator on credit through ****'s. It was two months after I purchased the generator before I tried using it for the first time. I filled the generator with the proper amount of oil and fuel, the generator died after 20 seconds of use. I believe it threw a rod. I first notified ****'s, they informed me their warranty expired after 30 days. They told me to contact a local distributor and they would warranty the item. I took the generator in & they dismantled it and told me it broke down due to lack of lubrication. I arrived back at the distributor to discuss further, they showed me a bucket with a very small amount of oil in it & replied that, that was all the oil that was in it. I said they were telling me a lie because I administered the correct amount. The gentlemen said he wasn't going to argue with me. They gave the generator back to me in pieces & in boxes. I contacted ****'s again and now they tell me to take the generator in it's new broken apart form, to their main service center in Dallas Texas. I lived in **** ***** ***** at the time, about an hour commute. Upon inspection of the pieces they agreed with the previous vendor. They also informed me that the crankshaft is supposed to be fully submerged in oil. I know for certain this is a lie, due to the location of the fill port for the oil & its relation to where the crankshaft is in the engine. I having been rebuilding engines, transmission, suspensions, & etc. since I was 16. I am ** ***** old now, a general contractor, master plumber and still perform all the vehicle maintenance in my family to this day. I am tired of being lied to and not taken seriously. Upon hearing this news again I contacted Briggs & Stratton several times, I have been calling, waiting to hear back. Still no resolution at this point. I will be making the last payment for the generator in October. The generator has 0.0 hours on it and I have never gotten to use it.

Desired Settlement: I would like to use the generator I purchased, it would be nice if I could do so!

Consumer Response: ---------- Forwarded message ----------
From: **** * *******************
Date: Mon, Oct 15, 2012 at 7:43 PM
Subject: Re: You have a new message from the BBB of Wisconsin
To: ****************************** ******************************


Yes I have heard from the company, but they were only trying to obtain more information regarding the issue, model & serial number of the unit.  That's all I've heard...

Business Response:

We have offered to reimburse the Customer for the unit. Upon the receipt of the data tag and the receipt we will issue the check. On Dec. 7th Customer stated that information was in the regular mail on it’s way to us.

 

Thank you,

 

*** ********* ******** ******* *******

Consumer Response:

[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.]

Better Business Bureau:

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

Regards,

******* ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/29/2012 Guarantee/Warranty Issues | Complaint Details Unavailable
11/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I brought a briggs and stratton push mower on 2/21/12 I brought it home took it out of box read instructions tightened and checked all bolts and blade bolt to make sure it was safe to use added the oil and put fresh gas I had just purchased at shell. I was mowing the grass and halfway thru mowing It blew out a giant white smoke ball and blew oil about 5ft out of filter, I called ******* and they told me to bring it back I was on a shutdown schedule which required me working 7 days a week 12 hour shifts so I was not able to return it until the shutdown was over which resulted in 31 days passing which meant the store would not take it back So I went and purchased the same mower on 4/21/12 and used the receipt from the second mower to take the first broken lawnmower back thought my troubles were over the second one mowed the grass successfully, so 3 weeks later it was time to mow the grass again got my mower out checked the fluids and fuel and started mowing the grass made one line down the yard started back halfway and the same thing happened blew a giant white smoke ball and blew out oil this time only about 3 feet out the filter so i called briggs and stratton after complaining all they said they could do for me was to advise me to take it to an authorized repair shop in which I did so the authorized repair shop ****** **** and power inc ###-###-#### so now the lawnmower is fixed at first they told me I overfilled the oil and the fuel was contaminated and that it would need to be cleaned and a new filter. So after talking the a rep at briggs and stration she offered to pay for the diaphram to be replaced I was never told about a diaphram so after I talked to her I called back the repair shop and this time they said I had bad fuel and small engines like this couldnt handle it like cars do so the result is a bad diaphram due to the engine not being able to handle the gas like the cars do and overfilled oil and a dirty filter and they also had to replace the spark plug, so what are the odds of 2 brand new lawnmowers having the same issue, I am just very grateful that my 4 yr old grandson was not sitting on the porch while i was mowing the grass, so 2 lawnmowers in 2 month the cost 380.00 repair shop bill 64.12 cost to rent the truck to take the 1st lawnmower back and to take the second the repair shop and also to pick it up this friday 37.50 x's 3, 4 hours talking and on hold my salary of 30.00 an hour, so is it my fault that they make a engine that can not handle the gas that is sold at shell or any other station should they test these products to make sure they can be used more than 1.5 times should there be a recall and if briggs and stratton were offering to pay for the diaphram is there something they know all the items that attributed to the problems I had should be tested by the company to make sure they are testing and doing all they can so the people who purchase the product will be able to use it safely and the way it was meant to be the rep said she refused to pay for a dirty filter because it is my job to keep up the maintenance I USED THE LAWN MOWER 1 FULL TIME AND 2 STRIPS IN THE YARD first **** mower used one time 2nd lawnmower used 1.5 times after looking on the internet at complaints about same thing i think the company needs to either retest or stand behind the product they are selling maybe maybe more more QA and QC quality assurance and quality checked all in all I did not know briggs and stratton was into selling expensive 1 or 2 use disposable mowers. Also I think with all the complaints they should check into a recall. I do apoligize for raising my voice with the rep but all i wanted to do was buy a good named product and mow my grass not to have to go thru all of this I mean this is too much to go thru just trying to mow your **** and by the way my grass area I mow is 60 feet long by 20 wide

Desired Settlement: I would like to be apoligized to for saying I did not keep maintenance and compensation for half of what I am out from above. MY BELIEF IF YOU MAKE A PRODUCT AND YOU SHOULD RESPECT AND TAKE CARE OF THE PEOPLE WHO PUT YOU WHERE YOU ARE TODAY THE CONSUMERS AND CUSTOMERS. Kind Regards**** *********

Business Response: Briggs & Stratton has settled this complaint. The unit is repaired and left the dealership in good working order. We are reimbursing the customer ½ of the original costs. 

Thank you, 

*** *********
Customer Service Manager
Briggs & Stratton Answer Center
###-###-####
***********************

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Yes the lawnmower is fixed still has problems starting and to stay running stalls while cutting very low grass still trying to figure out why i had to pay anything when it is less than 6 months still under warranty still needs all to be recslled

Regards,

**** *********

 

 

Business Response: The repairs made to Customers unit were maintenance related, not a defect in parts or workmanship therefore not covered under the warranty. We offered 1/2 of the amount as a concession to the Customer. The Report from the service center states that the engine was overfilled with oil and according to our notes the fuel was in the unit from May-July with no stabilizer. We checked in with the customer after she picked up the unit from the Servicing dealer and our notes are as follows:Spoke with customer on 8/28 and she will be picking up the mower on 8/31 and will call after picking it to make sure she can start the mower.++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++Customer did call and after going to the SC, she was able to start the mower on the second try.  I will request a refund check for half the repair invoice in the amount of $36.06 The check request has been submitted and will be mailed tomorrow.I left Customer a message with my direct line to discuss this matter. *** *********Customer Service Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Here are some reviews I am attaching read for your self I already replied by my cell but read these and tell me all these people overfilled the oil and abused heres some reviews then tell me I am in the wrong the lawn mowers are DEFECTIVE read and also have your supervisors read for their selves they need to be recalled and all these people given back their money toyota stood up why cant briggs and stratton id#*******

The mower was used twice it was not due to to neglect i did not overfill mower with oil and the gas was dirty because it was not seated correctly the lawnmower spewed out white smoke and oil 5 feet it only starts if you bounce it up and down and that is how the repair center  guy told me to start it and how could i have overfilled the oil you give us the pre measured amount to put in the mower so tell them that is not possible the compression built up because the motor not seated correctly and where in the manual does it say to start bounce mower i want what was originally asked the mowers are trash and should cost9.99 each
T-Mobile, America's First Nationwide 4G Network

Regards,

**** *********

 

 

Consumer Response:

From: ********** [mailto:**********************]
Sent: Tuesday, September 25, 2012 6:28 AM
To: Complaints
Subject: Re: You have a new message from the BBB of Wisconsin

 

 

Yes they sent me a check for 36.10 to cover half of repair still takes 45 min to get mower started have to turn lawnmower sideways to prime tha lawnmower stops as soon as you start cutting grass then takes about 20 minutes to start takes 2 days to cut grass  s 120 by 220 foot lot lawnmowee is still defective

Business Response:

I called customer and left my phone number to contact me directly.

I will respond again upon resolve.

*** *********
Customer Service Manager
Briggs & Stratton Answer Center
###-###-####
*********************** 

 

Consumer Response:
On Tue, Nov 13, 2012 at 2:53 PM, ********** <**********************> wrote:
I called returning her message said she would be out if the office till later this week


T-Mobile, America's First Nationwide 4G Network

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/24/2012 Guarantee/Warranty Issues | Complaint Details Unavailable
11/8/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: March 26, 2012
Briggs & Strattan
**** *** ***** *****
********** ** *****
Re: claim # *******
Ta whom it may concern:
On 05-MARCH-2011 I purchased a 3800 John Deer pressure washing machine. This machine was used
for my home & for a couple rental properties to clean the decks/driveways. I was informed the pump
is defective by **** your repair center. I have operoted & properly maintaIned this equipment & it Is
under warranty & should be repaired by yaur campany. I was told it was not stored properly. This is
untrue. The pump was drained after my last usage for the season. My garage is attached to my home
& machine was stored INSIDE the garage close to the Interior wall along w/mowers & other misc
items. This machine broke 10 months after my original purchase.
By copy of this letter I am submitting a formal complaint & requesting the machine to be repaired by
your company. The 1 year warranty per the service manual should be honoredl
I personally feel the machine was defective & ****'s should NOT have sold this equipment.
Unfortunately ****'s is no longer in business so I am forced to resolve this issue with youl
This is terrible customer service that you do not honor your written warranty repairsl
I have attached my original receipt. Please let me know if you need additional information.
Sincerely,
****** *****
**** ***** ***** *****
**** ********* ****** ** *****
********************

Desired Settlement: see complaint

Business Response:

Hello - This complaint was origianlly sent to us at **** *** *** - the proper adress is ******* ***.

It was not in the data base and lost off the radar. We will attend to this situation immediately. I will update upon resolve.

Thank you,

 

*** *********

******** ******* *******

****** * ******** ****** ******

###-###-####

***********************

 

Consumer Response: 10/ 30/2012
****** ****
BBB of Wisconsin
10101 W. Greenfield Ave., Ste. 125
Milwaukee, WI 53214
Phone: (414)847-6000 I Fax: (414)302-0355
info@wisconsin.bbb.org
********* ***** ***** ** ********* ****** *** *****
Dear ****** ****:
This message is in regard to your complaint submitted on 4/27/201212:00:00 AM against
Briggs & Stratton Corporation. Your complaint was assigned ID *******.
You recently requested our help concerning a problem with the company named above. The
company has not responded to the BBB to date.
If you have heard from the company please contact the BBB at
bcolmerauer@wisconsin.bbb.org or return this letter to the BBB.
/'
Have you heard from the companY?Yes
Are you satisfied with the company's efforts to resolve this matter? Yes

If not, please explain.

Sincerely,
******* **********
********* ********** ****
*************************
Better Business Bureau
Please Note: The text of your complaint will be publicly posted on BBB's Web site (BBB reserves
the right to not post in accordance with BBB policy). Please do not include any personally
identifiable information when you tell us about your problem or in your desired outcome. By
submitting your complaint, you are representing that it is a truthful account of your experience
with the business . BBB may edit your complaint to protect privacy rights and to remove
inappropriate language.

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/23/2012 Guarantee/Warranty Issues | Complaint Details Unavailable
9/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I would like to file a complaint against Briggs and Stratton Corporation, I have a push mower made by ****** with a Briggs and Stratton motor, and have been trying to get some repairs done with the warranty they have. I have had my mower in the shop twice the first time was when it was only two months old, which is june 1,2012, I brought the lawn mower in for the same problem on August 6,2012 my lawn mower has been at ******** ******** for repairs twice in four months, they said the motor is bad, first called for this time on August 9,2012 to Briggs & Stratton spoke to ******* EXT.**** said it would be expidited, and should receive a call back within a week, on August 15,2012 I called talked to ******* Ext. **** said it was given to someone different should hear within a couple days called back today and was told they could not give me a definite time before I would hear something they would have to investigate the motor situation. I explained I am a widow and did not buy my mower to sit at the shop my grass needs cutting every week, and I expected them to please do somethin all they say is it has been sent to someone to call me. I feel they need to either fix my lawn mower or replace it with a new one I paid my money with any question and their lawn mower motor is not any good it should be replaced asap. I am a 58 year old widow who cuts her own grass and should not have to deal with all this. I feel they are not trying hard enough to please me, whom is a customer and had no problem buying their product to cut my grass, if I did not it I sure would have saved my money, I bought it to use not to sit in the shop during the worst time of the year for my grass to be cut. I feel if they are unable to resolve this they should be willing to pay someone to cut my grass while my mower is being fixed. I can not just let it grow here because the parish will cut it after it is a certain length.

Thank you,
Julie F.Worley

Desired Settlement: I would really like a refund of my monies because I don't feel they can fix it in the appropriate time and I need something done asap.

Business Response: We have received the complaint. We cannot find a previous record on the Customer. We will begin our investigation promptly. 

*** *********
Customer Service Manager
Briggs & Stratton Answer Center
************
*********************** 

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, 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.]

Regards,

***** ******

 

 

Consumer Response:

To Whom It May Concern:

 

Dear sir I went to pick up my lawn mower today on Sept. 4,  the lawn mower that I was given was not mine I returned the lawn mower and picked up mine in parts, I did not have the muffler and not sure what else may be missing because it was in a box and I can not put it back together. He said someone stuck a wood screw in the lawn mower when they worked on the carburator, I told them no one  worked on my mower except them in June, he insisted it was scratched on the top and had wood shaving inside the motor, of course this was not the mower I brought in it was the one he gave me and reported to Briggs and Stratton as mine. When I picked mine up now he says it has a bent shaft, but the lawn mower was doing the same thing as when it was brought into the shop in June and then he told me he put a carburator kit in it because the gasget was no good. I am not sure he really knows what he is talking about and he also refused to put the mower together the way it was when he got in unless I paid him 35 dollars I told him I would not pay him a nickel to touch anything I own. What parts I was given is in the box but I know for sure the muffler is not there. The name of the repair shop is Lakeland Hardware won't bring anything to them ever again. I do have pictures of the place he works on them and the way I picked up my lawn mower. Consumer feels that they should not have to pay for return shipping.

 

Thanks,

Julie Worley

Business Response: I will be attempting to make contact with consumer directly to get pictures and a copy of the proof of purchase for the lawnmower. What she is stating is conflicting with the information received from the servicing dealer. 

*** *********
Customer Service Manager
Briggs & Stratton Answer Center
************
***********************

Business Response:

From: ********** *** [mailto:***********************]
Sent: Wednesday, September 12, 2012 2:04 PM
Subject: Complaint #*******

 

****, This is to inform you that Complaint #******* ***** ****** is closed. I could not respond through the site.

We are refunding the Customer as a concession.

Thank you,

 

*** *********

Customer Service Manager

Briggs & Stratton Answer Center

***********************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I sent the below letter to them and received no response as well as called them on numerous occasions with no updates on my exact issue of what was wrong with my power washer which should be honored. Briggs and Stratton Corporate Head Quarters ***** ** ***** ****** ********** ** ***** Re: **** ***** Pressure Washer Claim number: ************** Notification number: *** *** *** ********* - Purchased the above pressure washer at ****** ********* ***** ******** for 301.01 I recently began having issues with the motor on my pressure washer it would not start. This motor is currently under warrantee for 2 years and has been minimally used and consistently maintained so I contacted Briggs and Stratton for warrantee. All of a sudden the power washer started losing oil. I contacted Briggs and Stratton who advised me to bring it for service. 7/8/2011 - Dropped off the power washer to ****** ***** ********* ******* in ********** *** at which this time the they advised me that it was an oil issue stating I did not put oil in the power washer. Which is not true because at Stanly Power oil was coming out of the washer and this is the reason I brought it in for service in the first place. They advised me it would have to be sent to Briggs & Stratton 9/1/2011- Contacted Briggs & Stratton and spoke to **** (**********) who said they would have to check it out and had no update for me. 10/25/2011 – Called again and spoke to **** and again had no update as of yet. 12/7/2011 – Called and spoke to ******* who advised to me that it was an oil issue stating I did ot place oil in it. This is at total false statement since this was not even the case when it was brought into Stanly Equipment originally. Of course as of now your company states they will not honor my warrantee which I find totally unacceptable especially since I have always taken care of this power washer. Please advise as to who I can escalate this issue with as I see no reason why the warranty should not be honored nor can I ever get a straight answer as to what the actual issue is from your service personnel.. Please contact me at the above contact information at your earliest convenience since when I call your service department no one ther seems to be able to give me a reasonable explanation of the actual issue.

Business Response: To: BBB of Wisconsin (West Allis, WI)10101 W. Greenfield Ave., Ste. 125Milwaukee, WI 53214 Re: Complaint ID:*******Richard ******** ***** *** ************ ** ***** This is in response to your notice regarding Complaint ID *******. 8/22/2011 @ 1:01 pm, first recorded contact with Mr. **** due to warranty being denied through the dealership and distributor due to lack of lubrication. His information was taken and the elevated to a Level 2 tech.  A  Briggs & Stratton representative contacted the service center. The  equipment was at, *** * ***, LLC, ***** *** ** ****** *** ******* *** *****, **********.  The dealer advised us that it appeared the engine had failed due to lack of lubrication.  We left a message for consumer to call us back, and when he did it was explained to the consumer what his options were. We advised Mr. *** that he could have the engine sent to us for evaluation, diagnostics and a final determination. We do that at no charge to the consumer provided that they pay for shipping the engine to our facility.   When the factory technician examined what the dealership sent in, it was determined that the parts sent in were for two very different engines (one a single cylinder, the other a twin cylinder).   Warranty is denied, the distributor and dealer are both notified, the parts for 2 different engines were returned to the dealer.  The distributor, on behalf of the dealer, asked for permission to resend all parts to consumers’ engine in to us for evaluation again which was approved.  Once the remainder of the engine was received we found: 

  • The block, tank carb, coil and a/c assembly have been returned. Blower housing and rewind were not included.
  • Head gasket is leaking and the intake valve stem is discolored with some burnt oil on the exhaust stem.
  • Gray oil is in the valve spring box.
  • Magneto bearing is worn gray like the pto and connecting rod bearings.
  • Bore has some brown discoloration and is ridged at the bottom of the ring travel.
  • Impact marks to the skirt, head and counter weight occurred at the very end when the skirt broke and the piston was now wedged in the bore.
  • Piston was installed correctly on the conn-rod.
  • The bore thrust faces are worn to 2.695 the standard size is 2.688.
  • It is believed the piston skirt broke due to the bore wear and extreme clearances between the two.
  • The general condition of all bearing surfaces indicates maintenance, or lack thereof, as a contributing cause of failure.
  • Engine Failure Cause: Worn bore / broken piston (lack of maintenance as well as lack of lubrication). 
 

As there no defects in parts or workmanship found, warranty was denied.

 

If there are any other questions or concerns please let me know.

 

Thanks,

 

*** *********

Briggs & Stratton Answer Center

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1.  False - I was never contacted once by anyone, Never! If I did not consistantly contact them I would have heard nothing!

2.  TOTALLY False - "When the factory technician examined what the dealership sent in, it was determined that the parts sent in were for two very different engines."  The machine was totally in tack and together when I brought it in, as a matter of fact oil was spilling all over the mechanic who was working on my engine. How 2 different parts were receieved is beyond me and absolutely not my doing.  If they received 2 different parts it was part of the distributor not mine. And if in fact this is the case then this is the way the engine was sold to new in the box which is all the more reason it broke down and was faulty in the first place.

Also may I add that when the mechanic attempted to take a better look at it oil was spilling out. . I even pointed this out as well as my concern that the whole situation was being handled very unprofessionally at this time as well as my concern in regards to the warranty.

Please accept this email that I dispute the series of events described in their response to my complaint  ID *******submitted on 1/19/2012 5:15:42 PM against Briggs & Stratton Corporation.  


Should you require any additional information to proceed further please be sure to advise.


Thank you

******* ***

Business Response:

In summary of this case: The engine has been torn down and inspected by the independent local dealer, inspected by the independent dealer network distributor, and inspected by two different Briggs & Stratton factory technicians.  (Once on the initial inspection, and once when it was sent in again at the insistence of the customer with no shipping charge).  In each of these cases the results of the inspection have been the same:  Lack of lubrication/maintenance causing the engine failure as described in the previous response.  Our records show that we have reached out to the customer on several occasions during the inspection process to inform him of the results, along with the official written report detailing the findings.  This unit was in use for two years and was submitted for repair in the last month of his warranty period and the repair would be covered if the failure was the result of a factory defect or workmanship issue.  As it was a lack of lubrication/improper maintenance failure, it is not covered under his standard warranty.

Oil is the lifeblood of an engine, and proper checking and changing of oil is the single most important thing a customer can do to preserve and extend the life of an engine.  All internal combustion engines produce friction during operation.  Friction is the resistance to motion that occurs when two surfaces slide against each other.  The amount of friction depends on the temperature, surface smoothness, presence of a lubricant, and the force applied to the surfaces in contact.  The product of any friction is heat.  The functions of oil in an engine include:

  • Reducing wear by preventing metal-to-metal contact and corrosion
  • Cooling the engine by transferring heat from internal components to the cylinder block
  • Sealing the engine and reducing deposit formations by providing a fluid oil film between engine components
  • Cleaning the engine by suspending dirt and debris and reducing sludge formation

All oil deteriorates and loses viscosity through oxidation, heat, and the accumulation of solids over time.  This is why we instruct owners to change the oil after the first few hours of use, then after every 50 hours of use (25 hours in dusty/heavy use conditions), then annually.  When this is not done, you find the type of engine failure Mr. Byk had experienced and that was identified by all the above listed parties.

Note: When the engine was originally submitted to us by the dealer, there was a piece of another engine sent by the dealer in error that did not belong to Mr. Byk.  This piece was not included in the inspection of Mr. Byk’s engine and was returned to the dealer.

If there are any additional questions I can answer that would assist in the closure of this case, please let me know.

*** *********
Briggs & Stratton Answer Center

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, 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.]

Regards,

 ******* ***

 

 Istanbul when the motor was dropped off at ****** ****** there's was oil all over the machine indicating there was oil in the motor,just ask the person who unloaded the motor......why was the last of the month before the warranty expired a issue with Briggs and Stratton they are the ones who fabricated this warranty why was there no mention of a part failure on there part of Briggs and Stratton only the lack of lubrication on the part of the consumer,how convenient !!!!!!!!!!! How convenient that the motor was checked by Briggs and Stratton paid contractors..........my take on Briggs and Stratton is that they drag you on with their warranties until you give up and drop the issues"......"also I would like to know what actions the bbb has to help consumers on such relegated matters".....****** ***

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: purchased a ******** generator on December of 2011. After numerous attempts of trying to start generator, they told me I didn't have enough gas. I called Nicor to increase gas. They charged me 600.00. Neede plumber to install regulators due to extra gas (2800.00) July 6th, 2012,generator still doesn't start after 3400.00 in additional expenses. Called tech support numerous times. " Still discussing with engineering" This unit had a problem from day one. I requested new unit. No go. I requested answers,,, no go, I requested call backs from 6 different people including rep,,, no go.I requested completion date or what their solution was after that date,,,, no go....Including total installation, permits, electrical,I am into this unit for over 20,000.00. The unit hasn't started since January when they delivered it. Now with all this testing, I also have a concern for other parts in the generator, like the starter motor, etc. Every time I mention this, I am ignored.

Desired Settlement: I want a new unit. This is a lemon. Manufacture must also pay for the removal and re-installation of new unit, whether it's theirs or another manufacture product

Business Response: Briggs & Stratton involved internal engineers and product managers in this situation. There were on site visits and high level troubleshooting done by members of our staff along with the servicing dealer. We feel Mr. ********’s unit is in good working order. We are awaiting the unit to perform an exercise cycle to ensure it’s stability.Briggs & Stratton will continue to monitor and are certain we can come to a conclusion.I will respond again when claim is officially closed. 
Thank you, *** *********
Customer Service ManagerBriggs & Stratton Answer Center
###-###-####
*********************** 

Business Response:

From: *********, *** [mailto:***********************]
Sent: Thursday, September 13, 2012 11:59 AM
To: ******* **********
Subject: *** ******** *********
#
*******  

Hello,

This is to inform you that complaint # 9118960 is complete. The unit is repaired and in working order.

Briggs & Stratton considers this complaint closed.

Thank you,

 

*** *********

Customer Service Manager

Briggs & Stratton Answer Center

###-###-####

***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: first off the email adress i have provided for the company is actuly my email adress. the companys web sight dose not provide an email adress. just a form you can fill out and a phone number.my mom purchased a "briggs in stration *********" ( its actual a lawn mower) they shoud just lawn mower cause its not a weed eater. from wal mart last summer.we have only used it four timesthe second time we used it a peace on the handle fell of becuase the thing vibrates to much . we put replaced it with a part from our old mower. the third time i used it the blade warped. i suspect the blade is made out inferior material cause ihave never hade a blade bend in my life. i did run over a rock but thats never warped any other blade iv ever used. so we put a new blade on it. the fourth time i used it today 4/23/2012the engine fellapart wile i ws using it. again it was vibrateing the parts louse. i never had a mower vibrate all its parts louse . i know a properly designed non problatic mower wont do that . i called the number on the back 1800 849 1297 there are 3 options for service , order parts , i dentify parts, i pressed one for service and i asked if the mower had been recalled and the man says i dont know why your calling me. i told him this is the number on the back, and hes you got the wrong number. so i told him that i knew he was giving me the runaround. i went to web sight and called a newer. service number and a recording told me a location near me i could take it for service. there wasnt any one i could talk to cause i wanna know whos ganna pay for it. i called the homw office and said i need to find out if my mower is recalled. and they told me the swicth board was down. I know it wasnt on the curent list of recalled. i think they are giving folks the run around to aviod paying for repairs. i think they dont list a email adress because the bbb requires an adress. a 200 dollor lawn mower should last more than 4 uses.

Desired Settlement: i would like them to put an email adress on the web sight.i want both of the people on the phone i spoke with writin up.i want them to refund the purchas price for my mother i well not acept a replacement mower from a company that makes ainferior porduct and intsructs there employes to give customers the run around. that is a shady businiess practice . i want it noted in your are that this company has had complantsthank you very much for your time

Business Response: Briggs & Stratton is not the manufacturer of this product. We did manufacture the engine. I will be advising Customer to get unit to service to investigate the engine issue. We have attempted contact several times. Customer has no voicemail on the number provided.
Thank you, 
*** *********
Customer Service Manager
Briggs & Stratton Answer Center
************
***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/6/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a ********* pressure washer from ***** **** *********** center on November 6th, 2011. I was told at the time of purchase I should buy the fuel stabilzer inserts for the fuel tank because that would keep the engine from having any fuel related issues. I used the pressure washer for a total of about 8-10 hours over the next 6 months. Early last month I pulled the unit out to use it and filled it up with gas and the gas started to leak out of the air filter. The unit says on it to call ***** with any problems. I called them and they said to return it to the ***** I purchased it from and since it was under warranty until November of 2013 it would be repaired under warranty. I received a call from the repair center on 7-23-12 and was informed that the carbuerator was clogged up and it was due to bad gas. I informed them I had been using the fuel stabilizer inserts on recommendation from ***** but they did not care and said it would be $130.00 to fix it. I then notified ********* and they referred me to Briggs & Stratton since it was an engine related issue. I talked to Briggs & Stratton customer service several times on the 23rd and 24th and they are agreeing with their authorized repair facitlity that bad gas caused the problem but they would try to get permission to repair it and I would hear something in a few days. Finally today 8-3-12 I called them back and they said that they are still saying that bad gas caused the carbuerator to get stuck and caused the issue then actually hung up on me. If I had not called them back I don't believe I would have heard from them.

Desired Settlement: Since I used the fuel stabilzer inserts that I was told to use to prevent any fuel related issues I feel that the carbuerator should be cleaned or repaired at no cost to me. The unit is only 7 months old and has only run for 8-10 hours and has a two year warranty. They are wanting $130.00 for the repair plus transportation cost from ***** and back to *****.

Business Response: Our initial findings indicated that this repair was necessary due to a fuel issue, not a manufacturing defect. We are in the process of further fact finding and reviewing data.

We will respond upon resolve.

*** *********
******** ******* ************* & ******** ****** ******
###-###-####
*********************** 

 

Business Response: We advised Customer to take his equipment to a different authorized servicing dealer.  The unit is there now and as soon as their technicians can get a bit caught up they will repair the unit under our advice and we will cover cost. 

Thank you,

  *** *********
Customer Service Manager
Briggs & Stratton Answer Center
###-###-####
*********************** 

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Regards,

 

 ****** *******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/31/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consumer purchased a Briggs & Stratton Brutte lawnmower from *******. The lawnmower now has engine problems that the company stated were caused from lack of lubrication by the consumer. Briggs & Stratton told consumer that they could ship the lawnmower to the headquarters at the consumer's cost. If the company found that the engine malfunction was a manufacturing issue then the shipping cost would be refunded and the engine replaced. Consumer alleges there was no lubrication problem due to their use. **Please see attached for complete consumer complaint.**

Desired Settlement: Unspecified

Business Response:

We are fact finding and reviewing the details of this claim. We will respond upon completion.

*** *********
******** ******* *******
Briggs & Stratton Answer Center
###-###-####
***********************

 

Consumer Response: Consumer called the BBB and stated that the company had called her and will refund the money for the lawn mower.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have purchased two different models of Briggs and Stratton pressure washers within the last 2 1/2 years. The first one we figured after using it was just being a small maintenance issue. After getting it looked at by a certified small engine repair person - it is determined the carburator is defective. I have called Briggs and Stratton and they state they have had no issues with the units. However, keep stating it is only a cleaning, maintenace issue and once that is done - it will run fine. That is NOT the case. I explained that we did follow directions and the repairman did the above and the problem is still NOT fixed. We then purchased a second one ( a larger unit) and after using it only two times within 40 days........when we went to start it - the pull handle would not move. In other words, the pull string was "stuck" and would not pull out to start the motor. Everything was done properly on this unit just as the first. I explained this to Briggs and Stratton and they still stick to their story that there are not issues. We took it to the Lowes to return it - but the policy is after 30 days on a pressure washer/lawn mower and such - that Lowes' must send it out for repair only. We are still waiting for an answer on what is wrong with this unit. I explained to Briggs and Stratton that the local repair shop has 5 of these Briggs and Stratton pressure washers currently in their shop for the same issues. Briggs and Stratton STILL WILL NOT RESPOND WITH accurate information concerning their defective products. We want the repairs paid for at the least. Thank you.

Desired Settlement: To pay for our repairs for the unit and be honest about what is going on with their product.

Business Response:

This complaint was not forwarded to our data base until recently. We will make every effort to get in touche with the consumer promptly.

 

Thank you,

*** ***************** ******* *******Briggs & Stratton Answer Center414-479-8043Hasselkus.amy@basco.com

 

Business Response:

We have made contact with Customer and are awaiting receipts that pertain to her repairs. We are fairly certain of a mutual resolve.

Thank you,

*** ***************** ******* *******Briggs & Stratton Answer Center414-479-8043Hasselkus.amy@basco.com

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased Lawn mower from ******* on April 28,2012. Reviewed the manual and proceeded as instructed. Used the mower four times and the engine stopped working. Took the machine into ******* repair. ******* checked the oil while we were there as well as the gas and inidcated no issues with either. ******* proceeded to take pictures of the engine and send to Briggs and Stratton. A week or so later ******* called and indicated that Briggs would not honor the warranty as they said "the engine was used for at least two hours without oil". Again the oil level was fine when the machine was taken to the repair shop.

Desired Settlement: The cost of this mower was $284.06 with tax. We take care of our things and never once was there a problem with the oil. I would like a full or partial refund of our purchase as this was not used more than five hours. The manual says to check the oil every eight hours or daily. (we did not use eight hours or daily) we used this machine four separate times less than an hour each time. As indicated above the oil level was fine when it was taken to the repair shop.

Business Response:

We have contacted the Servicing dealer for the details of this case. We will be getting in contact with the consumer to have her take it back to the dealer so we can resolve.

I will update this claim when the repair is completed.

Thank you,

*** ********* ******** ******* ******* ****** * ******** ****** ****** ************ ***********************

Consumer Response:

[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.]

Better Business Bureau:

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

Regards,

***** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

I have not heard from the repair company about brining the mower back for the repairs needed.  Nothing has been resolved.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *******

 

 

Business Response:

We attempted to resolve this through our distributor and the process failed. I am working with the Consumer direct and am certain we will reach a mutual resolve. She has my direct contact information to reach me with some data from the machine.

 

Thank you,

*** *********

******** ******* *******

Briggs & Stratton Answer Center

###-###-####

***********************

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2012 Guarantee/Warranty Issues
7/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 2 months into the 1st summer it was purchased, my belt broke. Even the company or website couldn't tell me how to replaced it or what to buy. I had to take it into a shop and have it replaced and grass cutting of this year the wheel snapped off and the company informed me it was on back order and no longer will be available. I ordered 2 wheels that were remaining and that took 3 weeks to receive. The company no longer makes this lawn mower or parts, so told me to take my problem to *******.

Desired Settlement: I want a full refund since the machine will no longer be fixable and I have had too many issues already. I believe the company should issue a recall on this lawnmower as well.

Business Response:

We are in contact with the consumer and have requested a proof of purchase for the unit. When we receive it we will be refunding the purchase price of the machine.

 

Thank you,

 

*** ********* ******** ******* ******* ****** * ******** ****** ****** ************ ***********************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Brute Power washer with a Briggs & Stratton engine & 2 yr warranty in July, 2011. I unpacked and followed the directions adding the enclosed oil to use the unit. I used the unit under 5 hours last year and stored it in my basement over the winter. On May 5, 2012 I brought the unit out and following directions drained and refilled the engine with the recommended oil. I have 2 motorcycles, 2 cars, a boat, an ATV and a riding lawn mower and I do the recommended maintenance on all of them. I am not a mechanic but I know hoe to change the oil. I put gas in the unit and hooked it to the water and started it. It was about 5 feet behind me while I was washing my driveway. The unit operated for 10 -20 minutes and I heard a loud bang and turned to see the unit smoking, the oil running on my driveway and the unit inoperable. I took the unit to one of their authorized service centers. When contacted by them I was told unit failed due to no oil in the unit. Well, the oil was on my driveway. I explained that I had just changed the oil and was told that Briggs & Stratton would make the determination re the problem. I filed with Briggs & Stratton notification # *********. On 6/25 the service center called & told my the claim was denied and that B& S determined the unit tipped over causing the oil to not flow to the engine and they would not pay the claim. I called B& S to appeal and was told that I must ship the unit to them for further inspection. The repair service wants me to pay a $65.00 service charge and I must also pay for them to ship the unit to Briggs & Stratton. All this for a unit that I paid $225.00 for new and B& S still might deny the claim. I feel the company is not reasonable in their finding as there the unit did not tip over and there could be other reasons for the failure. I cannot believe of the thousands of engines B& S makes their is never a question of failure on their part but always failure due to consumer neglect. The requirement that I ship the engine to them is cost prohibitive and basically denies me the use of their written warranty. I will also take this matter up with any other consumer protection advocates.

Desired Settlement: Briggs & Stratton should repair this unit and check with their product inspection to make sure this does not happen again.

Business Response: We have reviewed the claim and are in touch with all parties involved. We are awaiting a proof of purchase from the Customer.I will updated the claim upon resolve. 

Thank you,
*** *********
Customer Service ManagerBriggs & Stratton Answer Center
###-###-####
***********************

Consumer Response:

[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.]

Better Business Bureau:

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

 

Regards,

 

 

 ******* ********

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: First of all, this has nothing to do with advertising but I had to select something. My problem is that I purchased a lemon. About 3-4 years ago we bought a B&S 7K generater. It was professionally installed. During the time we had it we spent approx. $500 in repairs. On one of the repairs our electrician said he had trained to fix the problem but was told he would probably never see it. The last time we were told a rod had broken off and in doing so destroyed the motor. Cost to fix was $1,500. Of course, by this time the warranty had expired. We contacted B&S and were told that for them to consider doing anything to help we needed to use a "certified" B&S repairman. We used 2 as a matter of fact. That was their undoing because these guys knew things a general repairman may not have. Turns out B&S no longer make this generator because of numerous problems with this rod. They used aluminum instead of steel and discovered that the aluminum wasn't strong enough and kept breaking off. Our repair guys both spoke to B&S to see what could be done and all they were told was, "It's the customer's responsibility." They had a defective product. They won't man up and admit they caused the problems and won't do anything in the way of compensation. Our electrician who installed the unit said he had several calls in my town from people for whom he installed this generator who had the same problems as we had. Once he saw the pattern, he stopped installing them. We used **** ***** and his "certified" B&S repair guy and they can tell you exactly what a piece of junk this unit is. (Mr.******** ###-###-####)

Desired Settlement: I would like some sort of cash reimbursement for this lemon. They sold us a unit that they knew had problems. Our first "certified" B&S repairman told us that sometimes they replaced the rods free of charge. He said there was no guarantee we would get that but once the motor was so badly damaged this was a moot point. Our electrician told us that although they have stopped making this unit there was units still available. Should these units not be pulled from the shelves so no one else gets a lemon? Apparently the thought of selling a family two generators is too appealing nto them.

Business Response: Hello, At his time we believe the situation has been rectified by Mr. ********. They are the Dealer sold the Customer the original unit and had been administrating the fix for the Engine. We are doing a bit of further investigation to ensure all parties are satisfied. 

Thank you,
*** *********
Customer Service ManagerBriggs & Stratton Answer Center
************ ***********************

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, 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 was contacted yesterday by "****" from Briggs & Stratton. I told him my story and gave him the name and phone number of our electrician, with whom we have worked with to try to get the 7k working. **** said he would call **** ***** and get details I was unable to provide. He said he would get back to me to discuss the situation. I do expect him to call again (too optimistic on my part?). All I learned from **** was that the 7K generator was a wonderful machine, completely reliable and that they are still being made, contrary to what our electrician, Gary Caton told us. **** seemed surprised to learn that **** no longer installed them because of the problems encountered with previous installations. Outside of soothing noises, nothing was done to rectify the fact that we had a lemon. **** installed another generator, which we PAID for. He counseled against another 7k, saying that within a year we would have the same problems. If Briggs and Stratton considers this matter settled satisfactorally they are very much mistaken.

Regards,

 ****** ********

 

 

Business Response:

We did not consider this incident closed. Our team is continuing to review findings and documentation.

Thank you,

*** *********
Customer Service ManagerBriggs & Stratton Answer Center
###-###-####
*********************** 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought a ******** ******** ****** in july of 2009. I have used it maybe five times and the pump has stopped working. It is out of warranty and i am being told that it will cost as much as i paid for it to fix it. It has never been stored with water in it and it has always been stored in my garage. I am being told the price of a new pump and labor to put it on is going to be close to $300.00.

Desired Settlement: I would like it to be replaced or repaired at no cost to me.

Business Response:

Good Day,

We are in touch with the consumer and have tried a few troubleshooting techniques. We now have the consumer working with one of our authorized Service Dealers. We will apprise you to the outcome.

Thank you,
*** *********
Customer Service Manager
Briggs & Stratton Answer Center
###-###-####
***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought briggs and stratton generator in november 9th 2011 used generator for three months when our generator failed to start. I called Home Depot where it was bought I was informed that they could ship it out for a fee or bring it to your authorized dealer. I brought it down the rd to ****** ******* ***** in ****** and was called 3 days later I spoke to ** and was informed the generator was covered and they would replaced small block engine. later that week I recived another call from ** stating that he wanted $100.00 to send it out.

Desired Settlement: I have giving ** $50.00 as a deposit for labor in the event it was not covered. I feel with a machine that is four months old and doesn't work but I can't return or get fixed is bad service. I request my generator get fixed under a full warrantied process due to it being three months old.

Business Response:

Hello,

We have a case created for this customer that began on 3/26. We were under the assumption that the Servicing Dealer was taking care of the consumer. We will follow up with all parties promptly.

Thank you, 
*** *********
Customer Service Manager
Briggs & Stratton Answer Center
###-###-####
*********************** 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased new lawn mower with Briggs and Stratton engine. I put oil in it as directed in the manual. After fours hours of use, the engine blew up. I contacted a local authorized dealer and sent the engine to B&S. They would not honor the warranty due to "maintenance issue" claiming the engine has insufficient lubrication, however I added and checked oil per recommendation. Briggs and Stratton will not call me back and they consider the problem closed. They fail to understand that the mower had only four hours on the engine and failed even though I followed the manual's recommendation. From online searches, which led me to BBB, this is not an isolated problem with the company. I am very lucky the shrapnel from the engine blowing up did not injure me.

Desired Settlement: I would like either a refund of the purchase price (approximately $300 USD) and the cost to have the authorized dealer look at it ($60). I would not like a replacement mower as I will avoid products from this company in the future.

Business Response: Hello, We have reviewed this claim and have contacted the Consumer directly. Currently are negotiating a fair concession with the Consumer. He is submitting more information and receipts to me.I will apprise you as to the outcome. 

Thank you,
*** *********
Customer Service Manager
Briggs & Stratton Answer Center
###-###-####
***********************

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/25/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i purchased a briggs and stratton lawnmower from walmart, east-west connector, june 25, 2011. was used approx 5-6 times to mow my lawn, was then put in basement to store for winter, april, 2012 retrieved from basement to cut lawn, pull cord to start mover did not retract when pulled. was told to take to the ***** ****** in ******** ** for repair, was told it was the carbarator and would cost me $75 to get out of shop, i was not told in advance what the problem was before they repaqired. the only problem i saw as the the spring needed to be replaced. i fewel because the mower only worked 5-6 times, it was a defective product. the company refused to admit this product was not in good condition

Desired Settlement: would like my original mower returned to me at no cost, a refund or a replacement mower

Business Response: Hello, We have contacted the authorized service dealer involved in this repair. Dealer advised there was not a problem with the rewind not retracting as in customer complaint, they did receive unit as a no start. They cleaned the carburetor, air filter, cleaned out a paper towels from the fuel tank, added fresh fuel and unit starts and runs fine. Customer provided no receipt for purchase. This repair was mainenance related, there were no defects found in material or workmanship therefor this is not a warrantable repair.Customer has been advised. 


*** *********
Customer Service Manager
Briggs & Stratton Answer Center
###-###-####
***********************

Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, 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.]

Regards,

******** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/24/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a pressure washer from Walmart last september. I used the product 3 times. The pressure washer was stored according to the manual in a heated garage kept at 52 degrees all winter. This spring I went to use the pressure washer and there was a crack in the pump. I brought the pressure washer to ***** **** *** ****** in ******** **. They are an authorized warranty service provider for Briggs and Stratton. They cannot get an order to repair the unit because Briggs and Stratton believes the crack was due to freezing, again this is impossible since the unit was stored at 52 degrees. I called Briggs and Stratton in early April and explained how their assessment was impossible, and they said they would get back to me. Several weeks later, after no return calls, I called again. They said that the person who needed to make the decision on the repair was busy training other people and couldn't get to my concern, but that they would email him and call me with a response. I waited over a week for a response, and again there was no contact from Briggs and Stratton.

Desired Settlement: I need my pressure washer back. It doesn't matter if it is repaired or replaced, I just need my working pressure washer back.

Business Response:

This case was resolved 5/14/12. Customer was advised on pump maintenance and sent a pump for the unit. The Customer has my direct contact information should he need further assistance.

*** *********
Customer Service Manager
Briggs & Stratton Answer Center
###-###-####
***********************

 

Consumer Response:

[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.]

Better Business Bureau:

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

 

Regards,

 

 

**** *****

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased a snapper Briggs and Stratton mower Dec 2010 ever since I received the product I had nothing but problems with the mower would stall after 30 to 40min of use. I have brought the product in 6 or 7 times to a authorized dealer ****** ******** were the engine of my product has been replaced under warranty and still having the same issue with the product. I have treated the gas the oil has been changed on serval occasions and the product has continued to stall and not start. The authorized dealer finally came to the conclusion that the air filter was dirty when every time they serviced the equipment it has been replaced and cleaned. In the lawn mowers I had in the past the filter’s on the mower wouldn't go bad after 30 to 40 min of use and that was the horrible excuse the dealer gave me that I would have to clean the filter after 30 to 40min or wet my grass before cutting. I have contacted Briggs and Stratton about 5 times about the issue and each and every time they would tell me the mower would have to be brought in to be fixed and the mower still is yet to work. Finally I contacted Briggs and Stratton warning them about a last option before I filed a complaint. They then forward my information to a product manager about 2weeks ago and yet to hear from the manager on a resolution to my problem. I had my product about a 1yr and 1/2 and have only have been able to use my mower about 5 times in that time frame and have been out more money in getting my lawn Maintenance. I have spent a lot of money on a product that I cant use and a on going issue that hasn't been resolved. I’m very unsatisfied with the way the company has respond to my complaint through customer service.

Desired Settlement: I would like them to send me a new product that works instead of sending me in to a dealer that has not fixed my mower so I can save money on the upkeep of my lawn.

Business Response:

T

After much intense review, this case is resolved. I was able to reach Jason today. He is faxing the proof of purchase for the unit and we are reimbursing his cost as a good will gesture.

 

Thank you,

*** *********

Customer Service Manager

Briggs & Stratton

PH: ###-###-####

***********************

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. They are sending me a check for the purchase of my mower.

 

Regards,

 

 

***** ******

 

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/19/2012 Problems with Product/Service | Complaint Details Unavailable
5/8/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a Briggs and Stratton push mower last May. Used it during the summer fine, got it out to mow for the first time and as I was mowing, the engine blew up spewing oil all over the place. Took it to the warranty place and was told that it didn't have any oil in it so the warranty was voided and was not covered. Tried to explain to them that when it blew up, the oil went every where, it was even on the deck of the mower.

Desired Settlement: I want the mower replaced with equal or better product.

Business Response:

We were in touch with the Customer and Servicing dealer. We are reimbursing the consumer the puchase price of the unit. He should have the chck witin 7-10 business days.

Thank you,

*** *********

Customer Service Manager

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  Regards,

 

****** ******

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/25/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Briggs and Stratton log splitter on 6-30-2010. It has a two year warranty {it has approx 15 hrs use}. In January,2012, I started experiencing motor issues. It had been working just fine, but as i was using it one day, the motor started running rough and then totally quit. It would not restart. I called B&S to see where I needed to carry it for service. I was told "********" in Longview TX. This is a 70 mile round trip for me but i did take it there on 1-11-2012. After about a week , i picked it up. I used it about two weeks later for the first time after i picked it up for repairs. I encountered the same problems. I took it back, they got it running. I picked it up 2-9-2012, took it home, tried it again, and again the same problem. I took it back for the third time and they refused to work on it. They said it was just a cheap product and there was nothing more they could do. The entire time they were treating it as a fuel issue. I told them it couldnt be a fuel issue because it would run until you put it under a load, then it would stop running. During this time , I had been in constant contact with B&S. I was out $140 for repairs that did not cure the problem. I believed all along that it was a manufacturers issue-not gas.B&S assigned someone to check into in *****. He called me and got info from me. By then I had taken it back where i purchased it to get my money back. He went to this place of business and said it ran fine for him. I reminded him that it did run fine until you put it under a load and tried to split a log with it. He did not do this and said he had filed his report with B&S. I'm trying to get my $140 back from B&S because the problem lies with their product. I contacted the main guy at B&S, ***** ********. The reference number they assigned to my case is #********* . He said that ******** should give me the money back for not fixing the problem. I told him they should because it was a manufacturing issue. He didnt agree since their rep it ***** said it ran fine. I reminded him that it would run ok until you actually tried to split a log with it. He said there was know way for him to know for sure unless it was shipped to them . I then explained that i was not making up a story. I bought the splitter in good faith that it would last me years and that i had to take off work three times and haul it 70 miles each time. I have better things to do than that . Mr. ******** did offer to pay for half since the second time I took it for repairs they replaced the gas cap. I was adamant for the full amount since it was their product causing me so much grief. He was hard to reason with so I gave up , deciding to ry another route.

Desired Settlement: I would like to be reimbursed the $140 i have spent trying to repair a mechanical issue that is still under warranty.

Business Response:

We have investigated the matter and it was closed on 3/5/12. We reimbursed customer for his repairs as a "good will" gesture.

Thank you,

*** ********* ******** ******* *******

Consumer Response:

[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.]

Better Business Bureau:

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

Regards,

***** *******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/19/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a lawn mower with a Briggs and Stratton engine on 9/4/11. The mower did come with oil but it didn't say anywhere how much to put in. So I put some in and checked the oil level that said it was over 'full'. This worried me a little because everywhere in the manual it says not to overfill the oil. So I used the mower two times, checking the oil level both before and after I mowed. Each time it said it was over 'full'. The third time my wife used the mower and added some oil in, not knowing that it didn't need it. While she was mowing the lawn, the motor started smoking. I filed the complaint with Briggs and Stratton around the middle of October. I don't know the exact date but they should have all that in my file under confirmation ****** *********. The mower was purchased at ****** so they had the mower when I called it to Briggs and Stratton to file the claim. I kept calling them to find out what was going on with my claim. After 3 weeks I finally spoke with someone who told me that I had to pick up the mower and take it to one of their certified repair facilities. Again, I keep calling to find out what is going on and nobody can tell me anything. The guy handling my claim called me to ask me what repair facility it was at so I told him. He called me 2 days later and had the same exact conversation with me. It was very strange. So they had the motor shipped to their facility to look at and I get a letter in the mail saying the motor had insufficient lubrication. I have no idea how that is possible since the dipstick said it was more than full every time I checked it. Also, since it took them so long to process the claim, I can't put in a claim against my credit card to recoup some of the costs because you have to file the claim with 90 days from the date of purchase. I wonder if I didn't keep calling them if they would have ever processed my claim at all. I've tried to ask for a supervisor but they won't put me through to anyone. They always just tell me they will send someone a message and then I never get a call back.

Desired Settlement: All I want is to be able to mow my lawn in the summer. This happened at the end of the summer last year and my lawn got really long but then winter hit so I just left it. All I want is a working mower so I can mow my lawn. I spent a lot of money (that I don't really have) getting a decent mower so it would last me a long time and it only worked twice. I either want my mower repaired or replaced.

Business Response:

Thank you for making us aware of this customer concern.  I have assigned the case to a Technical Service Representative to review the issue and contact Mr. ********.  Our internal case ******* ** *********, we will post the resolution once determined.

Thanks,

*** ********* * ********
Briggs & Stratton Answer Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a new Briggs&Stratton 27 HP 44Q777-0136 engine for my riding lawn mower on 09/21/2011 from ***** ****** ******* online! After the first two hours of mowing lawn,the engine made a grinding noise and then the noise went away,but engine had lost power! After contacting ***** ****** ********and B&S,I was directed to take the engine to a B&S Certified dealer!Which I did(******** ***** ****** ********** ** ************I was told by the dealer(verbally)over the phone that the engine had a broken rod and looked like it may have been machined wrong and that sometimes B&S sells less than perfect engines to Distributors which may be why I got such a good price! I didnt think it was all that good of a price!$770 B&S tokk pictures of the engine and is disputing the warranty saying the failure is due to abrasive ingestion and/or lack of lubrication! I'm not quite sure what they are suggesting,but now they want me pay the dealer to disassemble and ship the engine to them,which I will not do!B&S also told me that the dealer was the first to dispute the Warranty,but that is not what I was told by the dealer!(I have no proof of dealer conversations)And I have not had any further conversations with the dealer regarding this matter! I have copies of my bill and copies of my E-mail conversations with Briggs that I can E-mail or fax to you! Thank-you for your time

Desired Settlement: I would like a replacement engine with the same Warranty(2-years) No,not the same Warranty,one that covers the engine!

Consumer Response:

From: *** ******* *****************************
Sent: Monday, November 14, 2011 8:09 PM
To: Complaints Mailbox
Subject: Re: You have a new message from the BBB of Wisconsin

 

I have called the Dealer and will be picking up my Lawn Mower which contains the engine in question on 11/17.In talking with the Dealer( ******* in Muskegon,Mi)I about picking up my engine,I asked him about Disputing the Warranty,and he assured me that he did not!

Business Response: The complaint was resolved 12/22/11. We could not determine exact fault of failure so we agreed to pay parts costs associated with the repair as a good will gesture. Customer is responsible for labor charges.

Consumer Response:

[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. The issue has been resolved to my complete satisfaction! Thank you BBB and Briggs and Stratton

Regards,

***** *******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/23/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 02-06-2009, I purchased a Briggs and Stratton Generator Model No. 030430, Serial No. ********** at the ******* ******** ***** store. This region had suffered a massive ice storm and although we had regained power by the date of my purchase, I decided to purchase a generator for any future occurence of such an event. The only place I could find a generator was ***** in ****** ********, which had just received a new shipment. I brought the generator home , placed it in my shop building, checked and added oil to the full , started the generator to confirm that it did run properly. The generator seemed to be in good working order and after running for a brief period, I shut it down, added the recommend amount of the gasoline additive included with the generator and after another very brief run, shut it down for the duration , until needed. I did not run the generator again until mid 2010, just to confirm its operation. I again went through the recommended shutdown procedure and because it was not needed, I did not start the generator again until it was needed in late spring of 2011, due to a storm-related power outage. This was about 2 months past the expiration of the 2 year warranty. The engine was operated for about 25 hours possibly but would not continue beyond that. I contacted Briggs and Stratton Customer Service by email and informed them of theproblem, describing the symptoms and the Service Rep seemed to agree that it sounded like valve timing, a problem which would be an internal engine problem and one beyond the ability of the owner to correct. I asked for the name of a service facility where it might be diagnosed and also said that I believed that Briggs and Stratton, in all good faith, should correct the problem at no cost to me, because of the extremely low operating hours. I subsequently lost my correspondence with B&S because of a computer failure. I did not and have not received further communication from B&S. About two weeks ago, I sent a letter to the office of Mr. T*** *****, *** ** Briggs and Statton explaining in detail the nature of my complaint. I have received no reply to my letter. I believe under the circumstances, Briggs and Stratton should, in good faith, do one of three things: 1. Allow me to return the machine to a designated dealer and refund me the purchase price. 2. Replace the faulty machine upon delivery of the defective machine to a designated dealer, or 3. Arrange for the pick up, repair and return of the machine, at a competent service facility in my area.

Desired Settlement: I acknowledge the problem occured about 2 months after the warranty period but under the circumstances, I belive that I am due and will accept 1. a refund of purchase price or 2. a replacement of the machine or 3. accept a repair by a competent service facility in the ******* ******** area.

Business Response:

We resolved this claim 1/18/11. We felt ist was in the best intrerest of the consumer to directly replace the generator with him. Customer will return old unit for our inspections when he receicves the new one. Order and return authorization have been processed.

Consumer Response:

[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.]

Better Business Bureau:

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

Briggs and Stratton has honored their warranty and beyond by replacing a defective product as I had requested .

I am very happy with their actions in my case.

Regards,

*** ******

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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