ComplaintsforThe Toro Company

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/29/23, I purchased Toro model #*****. I faced performance issues immediately. 1 in 10 startups would result in the mower smoking, and I couldnt mow my yard without setting the mower to the highest height, then lowering it gradually. I mow weekly, so the grass wasnt overly long. I contacted Toro; they suggested a side discharge attachment, which took months to arrive due to backorders. It arrived at the end of Aug. With the side chute, I could mow, but still had to bag afterward. On 7/8/24, the mower was smoking excessively, with oil spitting from the exhaust. I contacted the dealer, who directed me to a local repair center. I dropped it off on 7/9/24. The shop informed me theres a dent inside the motor on the piston and foreign matter in the cylinderlikely from manufacturing (their words). They opened claim #PD78-BS-149749 and sent pictures to Toro/******. On 8/22/24, I was advised the internal damages wont be covered under warranty by Toro/****** and that Im responsible for $400 worth of shop time. I spent the entire day on the phone trying to talk to someone who could explain how a motor that lasted just over a year wouldnt be warrantable, even when the repair shop thinks it should be. Toro customer "service" said they dont handle warranty issues, and ****** and ******** made it clear they dont deal with customers directly. After only 9 months, Im stuck with an oil-leaking, smoke-spewing, underpowered mower thats not covered under warranty. $450 for the mower + $400 shop time + $450 replacement = $1,300 for 9 months of mowing.

  Business response

  08/23/2024

  Dear Mr. *********,

  We apologize for your frustrating experience obtaining warranty service for your mower's engine. Because Toro cannot service or sell non-Toro parts, engine manufacturers provide separate engine warranty coverage. The ****** & ******** warranty process is handled directly between the independent service dealer and ****** & ********. Because Toro cannot access ****** & ********** warranty claims, we will forward your complaint to ****** & ******** for review. We will request that ****** & ******** review the claim number you provided and follow up with the dealer and provide you with updates as well.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7171260

  Customer response

  08/23/2024

  I will wait for what B/S has to say at this point. I wish I could get away with sending complaints down the line at my work. I didn't purchase a ****** and ******** product - TORO is written all over this mower and TORO determines what motors they use. Stand by your product, and stop passing the ***** I am out at least 1300$ for 9 months of using a TORO product. I expect this process to play out as it has with phone calls - ****** will tell me its Toro's issue and Toro will tell me its Brigg's issue. The repair shop says this should be covered - the dealer says this should be covered - and I am stuck in the middle with no way to mow my yard.  
  
  

  Business response

  08/28/2024

  Dear **********************,

  We understand your frustration and apologize for the inconvenience this has caused you. As previously mentioned, Toro cannot service or sell non-Toro parts, therefore engine manufacturers supply their own warranty coverage for engine parts and service.

  For reference, your ****** & ******** case number is 1315237 and the Brigs & ******** technician is currently working with the independent dealer for a resolution.

  We have noted your feedback for our case records.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7171260

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about June 3, 2024, I purchased a TORO Lawn Mower (Walk Behind) Model #*****, Serial # ********* from Lowes. I also purchased a TORO Extended Warranty from TORO *********** Contract # *********, Three Year warranty at cost of $53.49. I followed manufacturers Operator's Manual to put Oil and Gas before operating. My very first use of the lawn mower, Great, 1 pull and it crank up. My second attempt about 3 weeks later mower would not start. I was perplexed to say the least. Again, I followed the instructions with oil, and I purchase the gas from ********* I use the same gas in all three my vehicle, blower and weed eater plus the lawn mower, I had absolutely no problem with no other (vehicle, blower or weed eater) at all, they all work well. I bring this to your attention because I had to take the lawn mower to the shop an Approve Toro Repair Shop, so I did, Small Engines in **************, **. I was advised by the shop they submitted a repair quote for approval but was advised Toro DID NOT APPROVE THE WORK. TORO refused repair because shop said water somehow was in the line. As I stated above the Gas I used was purchased from ******** and I used the same gas in and for my vehicle, blower and weed eater none of which are having problems, I am Absolutely Sure No Water Was in the Gas I Used. When I open the box the first time I did notice some moisture around the gas cap, but I did not think much about it at the time. I come to understand I should have immediately returned the mower. Now I have a New Non-Working Lawn mower that TORO Company wish not to fix. Once again, I know the problem was not the gas I used if it was my other equipment would also NOT START. I have a year warranty and an extended three-year warranty. The extended warranty Toro ********** tells me the Manufacturing Warranty is responsible and they are trying not to Repair or Return my money.

  Business response

  08/23/2024

  Dear Mr. **************** apologize for your frustrating experience with your new machine!

  Please note that Toro cannot override the determination made by the independent authorized service dealer. You are always welcome to visit another participating dealer near you for a second opinion at Toro.com/locator.

  Because the issues you've mentioned are fuel/engine related, we would like to include that all engine warranty is handled entirely through the engine manufacturer, ****** & ********, and Toro cannot issue warranty coverage for non-Toro parts or service. Participating dealers at Toro.com/locator also operate as ****** & ******** engine dealers, and should follow the engine warranty claim process as they normally would with ****** & ******** as needed for engine warranty consideration and assistance.

  Toro will continue to fully back the warranty to protect the unit against manufacturing defects, as stated at Toro.com/manuals.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7700113

  Customer response

  08/23/2024

   I am rejecting this response because: I Do NOT HAVE A WORKING LAWN MOWER. TORO TOTAL CARE tells me that I must contact Toro, Toro is telling me that I must now contact ****** & ********. I have a new lawn mower that is not working, warranty coverage that came with the purchase and extended warranty coverage paid for to have extra protection but yet I have apparently No Coverage at all. I do not understand how a new lawn mower, used only once does not work and no one is taking responsibility. 
  
  
  

  Business response

  08/28/2024

  Dear Mr. **************** apologize for the inconvenience this has caused you. We continue to recommend you to an independent authorized service dealer to assist with warranty consideration and repairs to get your lawn mower up and running.

  As previously mentioned, Toro cannot sell or service non-Toro parts, therefore engine manufacturers provide separate warranty coverage for engine parts and service. You may visit briggsandstratton.com for further information. Keep in mind that participating authorized Toro service dealers at Toro.com/locator also operate as ****** & ******** engine dealers and are happy to assist you with this.

  Toro will continue to support the warranty as posted in the warranty statement at Toro.com/manuals.

  Kind Regards,

  Toro Consumer Service 

   

  Case Number 7700113

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Toro Titan 54 commercial zero turn mower, delivered April 25, 2024. After the very first use, the mower gave issues restarting. The mower either has no response to the key or sporadically will just crank over and over without starting. I have videos to show the low hours and starting issues. I purchased this mower to help save time mowing 3 acres. Previously I owned a basic lawn tractor with no extras. That mower lasted years without one issue. I purchased this zero turn for $5,999.00 hoping for a long lasting, quality zero turn without years of repairs. I have had nothing but issues with this new unit and currently have to push it around with a bad back and knees. I called Toro to explain that this is brand new and already needs to go to the shop. I was told that the round trip charge from the dealer for manufacture defects will cost the customer $100. The unit was delivered to my home in unsatisfactory condition. The bars posed a safety hazard as they hit each other while mowing and would violently take control of the steering. The levers are not aligned therefore you cannot cut in a straight line. I purchased a lemon unit and must keep paying for transportation to have the manufacturer defects fixed. I explained to the Toro representative on Monday August 19, 2024 that I cannot move the unit due to physical disabilities. Had I known of the unsatisfactory service from Toro, I wouldve purchased a different brand. I am currently going to the doctor as damage to my elbow that occurred while pushing the unit as Toro would not assist me. I am very upset with their product and customer service. I am seeing a doctor soon to diagnose the damage done due to Toros customer service support. I am completely at a loss with a brand new unit. The lawn mower is scheduled to go to the dealership tomorrow and once again I have to try and get the mower outdoors with my injury. Why is it this difficult for a customer?

  Business response

  08/21/2024

  Dear **************,

  We apologize that you are facing operational issues with your new zero turn mower and understand it can be frustrating when a machine requires service.
  We reviewed the communication with our customer support team and determined all information provided by our customer support agent was accurate,including the warranty coverage and process, and explained that moving the machine by yourself is your own choice and not that of Toros customer service.
  While ********************** does offer instructions for how to push the machine by hand within the operators manual at Toro.com/manuals, you are always welcome to contact your local authorized Toro service dealers at Toro.com/locator to inquire about pickup and delivery options. We understand your selected dealer did offer this service to you. As you may already be aware, Toro, like many other lawn mower manufacturing companies, does not cover the cost of pickup and delivery to the independent dealer, which is stated within the warranty at Toro.com/manuals.

  Toro will continue to fully support the warranty to protect the machine against manufacturing defects, as determined by an independent authorized Toro service dealer at Toro.com/locator. Rest assured authorized dealers have a dealer support team that they can contact via phone or their dealer portal should they require any assistance with diagnosis, resolutions repairs, or warranty assistance.

  As stated by our customer support team in previous communication, Toro is unable to accept the return of or process a refund for a machine purchased at an independent retailer, and we continue to point you to the independent store for further assistance with their specific return/refund policies.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7706377

  Customer response

  08/21/2024

   I am rejecting this response because:
  
  This is a very generic answer to an issue. I will be reporting this to multiple sources as well as tell everyone considering your brand the experience I have had. I refuse to pay for   low quality equipment that was not working correctly from the factory. I will also express these concerns with all credit bureaus. This is the poorest quality and customer assistance I have received. I do have a doctors appointment for my elbow and will follow up as needed with representation if instructed to. I gave Toro a chance and are not taking my injury serious as it is now affecting my job. This will be my last response, any other information will come from my representation. 
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a lawn mower March 2024 and it quit working. I took it to a toro dealership who informed me it that it was my carburetor. I did call toro and they said they are only warranties for ************************************************************************* March. I had to have this fixed at my cost and would like a refund of what I paid for it

  Business response

  07/25/2024

  Dear ************, 

  Thank you for contacting Toro, we have reviewed your Toro ************* Case#: *******. Your ****** & ******** Engine comes with a 3-Year warranty that starts on the date of purchase. The warranty goes on to state, machine maintenance is not considered warranty and therefore costs that are specific to maintenance are the responsibility of the owner. We have often found that starting issues on a small engine is a result of stale or old fuel. Gasoline gets stale over time and loses its ability to ignite and can leave harmful deposits in your products fuel system. Significant deterioration can begin in as little as 30 days. We recommend individuals read the Engine Operator's Manual and Equipment Operator's Manual for information on what fuel can, and cannot, be used in their machine and to understand applicable warranty coverage and exclusions.

  Kind Regards, 

  Toro *************

  Customer response

  07/25/2024

   I am rejecting this response because:
  
  The lawn mower was purchased 4 months ago and I have never let gas sit in the lawn mower more than one week and I put gas in a recommended gas can the week my lawn mower quit working. I really feel that Toro is not standing behind their product line. It is not like I put gas in it from last year or stale gas from any kind. I would Toro to reconsider their decision. I dont abuse my lawn equipment or mistreat it in any way. 

  Business response

  07/26/2024

  Dear ************, 

  Based on the independent dealer technicians inspection, they determined that the repair would not be covered under the warranty. We respectfully decline your request for reimbursement as the dealer has diagnosed the unit and found that there were no defects in materials or workmanship. If you would like a second look at the ****** & ******** engine, we strongly encourage you to take the machine to a ****** & ******** dealer for a secondary warranty consideration. You can find a list of ****** & ******** dealers on their webpage; *******************************************************************************************************.

  Customer response

  07/26/2024

   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.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Toro self propelled lawnmower from ****** . In 2 months the mower wouldn't start and the self propelled part locked up and wouldn't move. Company wouldn't do anything about it.

  Business response

  06/18/2024

  Dear ***********************,

  We are sorry to hear the self-propel feature on your lawn mower stopped working! We definitely understand how frustrating that must be, especially for a new machine. Fortunately, Toro fully stands behind the quality of each mower with a warranty to protect it against manufacturing defects. You can find a copy of the warranty statement at any time by visiting Toro.com/manuals with your machine's specific model & serial number. For warranty consideration, and repairs to prevent this issue from recurring, please contact a nearby independent authorized Toro service dealer at Toro.com/locator for a physical inspection.

  For reference, the closest participating dealer to your provided zip code is:

  HORNS OUTDOOR LLC
  ***************************************************************** US
  Phone: **************
  Email: **********************************

  Should you prefer to return, replace or receive a refund, please contact the place of purchase, ******, directly for their return or replacement policy.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7630748

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase order number ******** 5-13***** toro .com delivered to house 5-23 ***** used for 30 mins on 5-26***** mower locked right rear wheel several times Shut machine down and noticed oil stain growing onto deck area returned to toro dealer on 5-29-24 today is June 4. The dealer called me to pick up machine told me there was an extra part in the right rear that was jamming everything and the oil leak was just am O-ring. He did not roll the machine around to me. Instead he apologized and stated there is still oil leak . so I left the machine with him. Im out a total of $1800 with no lawnmower. I just cant believe after seeing that Toro is not a member of the Better Business Bureau and their warranty states that once you put gas and oil in it you have to go through the warranty process, this is wrong replace the machine. Its obviously a lemon and *** spent more time off work to pick this machine up deliver it, etc. had I known there was any kind of policy like this I would not have purchased. I did call Toro and they basically told me to pound sand . its a 30 inch bagger lawnmower. I purchased it to mow my lawn. It could not even successfully do that and now I am expected to go through a repair process for obviously defective machine. I am not asking for my money back. I am asking for a new machine.

  Business response

  06/05/2024

  Dear Mr. ********, 

  Thank you for contacting Toro, we're sorry to hear about the experience you have had with your ****** & ******** engine. Rest assured ****** & ******** stands behind their engine and provides a warranty that starts on the date of purchase. We strongly recommend taking the machine to an authorized ****** & ******** engine dealer. Should they inspect the engine and determine a manufacturing defect, the authorized dealer will work with ****** & ******** to repair the engine at no cost to you. To find a list of authorized dealers, please see ******************************************************************************;

  Customer response

  06/10/2024

   I am rejecting this response because:
  
  The lawnmower was returned to an authorized Toro/****** & ******** dealer ****** equipment company 970 route 134 **************** MA ***** . On June 4, I received a call. There is a crack in the engine and there is no engines available. They are on back order and there is no date when they will be released. I called customer service again and talked to *** and he told me I should check with other dealers to see if they had a motor. I asked to speak to a supervisor his name was ******* and he wanted me to call the ****** & ******** and see if I could get a motor from them. Really!! I shouldnt have to jump through hoops to fix your lawnmower. Its at The Toro dealer who delivered it to me please fix it within a reasonable amount of time which I would say is 2 to 3 weeks *** if not, please return my money.

  Business response

  06/11/2024

  Dear ********************, 

  We're sorry to hear about the difficulties you have experienced with your machine. Rest assured that ****** & ******** will work to repair the machine as fast as their abilities allow. While we understand the frustration, we have forwarded on this case to a ****** & ******** representative who will be following up with you in the upcoming days. 

  Kind Regards, 

  Toro Consumer Service 

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extended warranty on lawn mower. Order #****. Cost ******. Effective date of plan-07/03/2019 expiration date of plan 07/02/2024. Failure of toro total care to cover replacement of spindles and pullys on deck of mower. Warranty contract clearly states what is not covered. Their excuse that this was normal wear and tear. In a total care plan this should be covered.

  Business response

  05/21/2024

  Dear ****************,

  We apologize for your frustrating experience. For further assistance with filing a Toro ********** claim or for warranty statement details, please contact the Toro ********** team at **************.

  You may also visit ****************************************************** and follow the process below:

  For Repair and/or Transportation claims, simply fill out the form, using the "Comment" area to describe the issue your product is experiencing and the failure date. Include the serial number of the product or your ********************** ********** plan number if available.
  For Maintenance Reimbursement claims, please enter your information in the form and click the "Choose File" button to upload your receipt. Include the serial number of the product or your ********************** ********** plan number if available.
  The Toro ********** plan covers 30% of the cost of select preventative maintenance parts for a covered product (battery, belts, mower blades, chainsaw chains, filters, fuel stabilizer, oil, spark plugs, and tires) that were purchased at an authorized Toro dealership or retail location.
  Labor costs are not covered and there is a $500 limit on the preventative maintenance reimbursement for the life of the Plan.

   

  We hope this helps!

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7587352

  Customer response

  05/22/2024

   I am rejecting this response because:
  It is part of the contract  language. Nothing to do with our issue. I want them to fulfill their obligations or be exposed for what they are. 
  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I purchased a Toro lawnmower from ************************* store located in ******** on April 10th. The lawnmower was marketed as 3 in 1 unit. One of the features listed was side discharge chute delivery from Toro upon registry of the unit.I registered the lawnmower the same day at Toro.com to get the side discharge chute that I need and it was the reason I purchased it. At the time, Toro said it will take 1-2 weeks to deliver. When I followed up after 2 weeks, they said it is actually 3-4 weeks. I followed up again today and they are now saying it is backordered and they have no idea when it will be in stock again. As it is unacceptable to me, I would like to return the item for full refund unless they send me the part within a week.

  Business response

  05/20/2024

  Dear Mr. Sezen, 

  We're sorry to hear about the delay in your request for a discharge chute. Please be aware that at the time of registering your product and requesting a discharge chute, the site does state that "Requests for discharge chutes will be shipped as inventory is available.". While we understand that not having a discharge chute is an inconvenience, you may still mulch the grass or bag it. Unfortunately Toro does not facilitate refunds or exchanges on machines purchased through retailers such as ****** however, we suggest contacting them to review their return/exchange policy.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Toro lawn mower with a ****** and ******** engine from Bradford's ******** store in ******* MA, because it was supposed to start on the first pull. I've only used it less than 10 times in less than 1 year and it will not start. I've gotten a tuneup. I would like a replacement mower that works. After the first few times it has always been difficult to start. I think it is a lemon.

  Business response

  05/15/2024

  Dear ************, 
  Thank you for contacting Toro, we're sorry to hear about the difficulties you are experiencing with your ****** & ******** engine. ****** & ******** stands behind their engine and provides a 3-Year warranty that starts on the date of purchase. While we regret to inform you that Toro does not provide refunds or exchanges on machines purchased through other retailers. We strongly encourage you to take the machine to an independent ****** & ******** authorized dealer for an inspection. Should an authorized mechanic determine a manufacturing defect with the engine, they will work with ****** & ******** to repair the engine at no cost. 
  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The mower was purchased on 4/3/20. Since that time, *** had major repairs with this mower. One was covered under warranty and the other was not. At the current rate the mower is breaking, its going to cost me more to keep the mower than the initial investment. The mower is only 4 years old and used for residential cutting of 2 acres. TORO doesnt stand behind their product. They have done nothing to convince me to keep the mower or buy another one. Dont buy these mowers, go to bad boy or someone else that stands behind their products. I posted a review last year on/about 4/3/23 but it wasn't posted. At that time the mower's warranty expired on 4/3/23. Two weeks later, the * Hydro blew up and had to be fixed. This cost me over $1200. The previous year, under warranty (luckily) on/about 8/1/2023 the brake module broke. Yesterday, 4/7/24, I took the mower out for the first time since it was fixed last year. When the *** is engaged, the mower stalls out and wont run. After getting the mower back from the repair shop, the starting solenoid went bad. That was another $50 for me to put it. If I took it to the shop, it would have been $150.My * Hyrdo is acting up like the * one before it broke last year. If the * hydro fails and I have safety switches that need to be replaced for the ***, then Im another $1500 in repairs. In total, I will have almost $3,000 in repairs on a 4-year-old mower that cost me $4,097.94 to buy (w/ tax). I just picked the mower up yesterday, another $275 in repairs for a new brake assembly (second one on this unit). The mower engine cut out when the *** was engaged.

  Business response

  04/26/2024

  Dear **********************,

  We understand how frustrating it can be when a machine requires service, and hope you will give Toro another chance!

  We apologize that we are unable to meet your request for a refund, and we would continue to recommend a physical inspection by an independent authorized Toro service dealer at Toro.com/locator to properly diagnose the cause of these issues, as well as the best repair options moving forward.Although independent dealers have a direct dealer support line to Toro, we would be happy to transfer the case to our team of Toro technicians so that they can contact the dealer directly to assist with diagnosis and ensure the proper repair process is followed. The Toro technicians will also ensure the dealer fully inspects and tests the machine before releasing it back to you as repaired. All we would ask is that you please reach out to our support team with the selected dealers information from Toro.com/locator and provide the model/serial number of the machine that they are inspecting. Our team can be reached directly via chat, email, or phone at *****************************************************************************************;You may reference the case number below.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7259001

  Customer response

  04/29/2024

   I am rejecting this response because:

  The mower has always been serviced at ********* ************* in *********, ***  They are an authorized dealer and repair shop for Toro.  They're surprised the issues I've had with this mower but at the end of the day I own the machine and told me to what's best for us. I've already bought a brand new Bad Boy mower. It has less electronics and better reviews than the Toro. I'm not asking for a refund because I want a hand out. I now have your mower sitting in my driveway and an $8,000 new mower.  

  It's concerning you won't stand by your products. This is the second time I've reported Toro on BBB. Last year I posted a complaint after the hydro failed. 

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩