Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a Toro Titan Max 60" zero turn mower from my local dealer. The dealer suggested that I contact Toro customer support. I've been trying to reach them for hours today. when you call their support number *************) the recording is so mumbled and incoherent that I can't understand what is being said. I used several different phones thinking the trouble might be at my end....it's not. It appears that Toro does not wish to speak with end users that are in need of something the dealer can't offer. I've spent over 10K, with many upgrades and additional options. This makes me sick! I'll be returning my Toro to the dealer.

  Business Response

  Date: 07/11/2025

  Dear Mr. ************** apologize for the frustrating experience you had in calling our customer support phone number and hope you will give your Toro another chance. We tested the line on our end and verified that the menu options are coming through clear and accurate. Our customer support team is available M-F ************* CT via phone at ************ and press option 3 to speak to a live agent. Or, if you would prefer to communicate via chat or email, you may do so at ***************************************************************;

  Please note that warranty consideration and mechanical assistance must be obtained through an independent authorized Toro service dealer at ************************************************************. Authorized dealers have a direct dealer support team they can contact via their dealer portal should they require any technical, warranty, or parts ordering assistance.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 8643853

  Customer Answer

  Date: 07/13/2025

   I am rejecting this response because:
  Toro's response is certainly typical considering they haven't attempted to contact me as I requested. I specifically asked for a call from Toro based on the fact that my Toro dealer suggested that I contact Toro directly. Of course they didn't reach out to a customer that needs their direct 'live' agent. Toro can say whatever they wish...their customer service is non existent. it stinks!  My Toro will be returned to the dealer on Tuesday.

   

  
  

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a my name a s.s last four on your lenders. And I didn't even get a response for financing.for a 0t turn mower

  Business Response

  Date: 06/30/2025

  Dear Mr. ******************* regret to hear about the challenges you've encountered while applying for financing. Please note that Toros financing programs are administered exclusively through our network of participating authorized dealers, which can be found at ************************************************************. We recommend reaching out directly to the dealer you selected or contacting the financial institution through which you submitted your application for further assistance.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 8630039

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought Toro Pole Saw from Lowes for storm damage clean up. The battery was dead right out of the box but I used it with another Toro battery I had because I needed the saw... I took the battery to an Authorized Toro *********************** vs Lowes for repair thinking it should be pretty straight forward getting it replaced considering it had just been purchased, registered, and with all the documentation. It has been weeks now and a constant go between with Toro **************** and their *************************** with neither acting like they care to help. I will not be purchasing any Toro products ever again!

  Business Response

  Date: 06/30/2025

  Dear Mr. ******************** you for contacting Toro. Were sorry to hear about the issues youve experienced with your new battery and the delay in service from the independent authorized service dealer.

  Please be advised that warranty evaluations and claims are managed directly by independent authorized service dealers. These dealers have access to Toros dedicated dealer support team, who can assist with warranty claim processing and provide estimated timelines for replacement parts, if needed.
  We recommend continuing to work directly with your selected service dealer, as they will have the most current information regarding your warranty replacement.
  Toro remains committed to honoring our warranty coverage for manufacturing defects, as determined by an authorized service dealer and outlined on our website: **************************************************************************************************.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 8602044

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,My name is ***** *****, and I am the owner of a Toro TimeCutter 42" Zero Turn Mower (22.5HP) that I purchased brand new for nearly $3,000. I am writing to file a formal complaint regarding the consistent mechanical failures and lack of reliability of this product, and to request immediate and satisfactory resolution from Toro.This mower, from the day I bought it, has been nothing but a source of frustration, expense, and inconvenience. It has spent more time in the repair shop than it has actually cutting grass, and at this point, I am beyond dissatisfiedI am absolutely outraged.Since the day I brought this mower home, the rear end has failed a total of four (4) times. Thats not a typofour times. Each time, Ive been forced to load it up, haul it to a service center, wait for repairs, and then hope it runs as advertised. And each time, the same issue returns. Its become clear to me this isnt just bad luckits a defect in the product or design.This mower was marketed as a high-performance machine designed for residential and light commercial use. At nearly $3,000, it is not a budget model; it is a serious investment. Toro has a responsibilityboth legally and ethicallyto provide products that perform as advertised, and when those products fail, to stand behind them.I trusted the Toro brand. I purchased this mower with confidence based on its reputation, expecting years of reliable use. What Ive received is the complete opposite: unreliability, downtime, wasted money, and wasted time. Not to mention the disruption it has caused to my contracting business, where reliable equipment is absolutely vital.?? Demand for Resolution I am demanding one of the following within 14 business days of receiving this complaint:A full replacement of the defective mower, free of charge.Or a full refund or credit toward a different Toro model of equal or higher value.

  Business Response

  Date: 06/16/2025

  Dear Mr. ****************** you for contacting Toro. We are sorry to learn of the recurring issues you've faced with your mower and understand it can be frustrating when machines require service. Although we are unable to meet you request for a replacement or refund, 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 ************************************************************. You can view the warranty and service repair as outlined on our website at **************************************************************************************************.

  Note that authorized dealers can access the Toro dealer support team anytime via their dealer portal should they require any technical, warranty, or parts order assistance. If you would like to provide us with the name and city location of your selected service dealer that currently has the machine at ************************************************************, we can certainly transfer the case to our dealer support team for review and follow up with the dealer to assist with technical diagnosis and resolution repairs. Our team can be reached via email at ******************************************* and reference the case number below.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 8258316

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a lawnmower 4/3/25 via **************************. It was delivered in damaged condition. I immediately submitted a return and refund request, which was approved. The instructions were to return it to ***** Power in ********** IL. I returned it there on 4/15/25. I was reassured my refund would be sent to me in 3-4 weeks. It has been more than 6 weeks and I have not received my refund. I have called Toro multiple times. A manager apologized and stated the refund would be in my account in 5-10 days. After waiting another 2 weeks, I still have not received my refund. Toro tells me that they will have a manager call me in ***** hours but they never resolve the matter by giving me my refund. After 6 weeks of having the returned item and also holding my money from me, I am concerned about their business practices or if I will ever get my refund.

  Business Response

  Date: 05/29/2025

  Dear Ms. ******************* apologize for the frustrating return experience you have had with our online store and appreciate your reaching out.

  As you may already be aware, return of walk behind mowers requires a physical inspection by an independent authorized Toro service dealer, as outlined on our Online Store Support page at **************************************************************** and provided in the return instructions email. After the dealer verifies the machine(s) meets return conditions, Toro issues a call-tag at no cost to you. After the warehouse receives the unit, the return credit is fully processed.

  We can confirm your returned units are on their way back to the warehouse via UPS 1Z5680359075357097 & 1Z5680359074757700 and are expected to arrive for refund approvals by next week. 

  Thank you again for reaching out and for your patience.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 8496120

  Customer Answer

  Date: 05/29/2025

   I am rejecting this response because:
  Thank you for the response. The items were returned, inspected, and verified to meet the return conditions by an independent authorized Toro dealer over 6 weeks ago. That date was 4/16/25. When the item has met all of these qualifications, the return credit should be processed immediately. The over 6 weeks of waiting for Toro to deliver the items back to the warehouse is out of my control and has to do with your logistics. This should not affect your ability to process my refund when it has met all qualifications of a return. For over 6 weeks, you have held the items in question as well as the refund. The refund should be processed immediately as you have the returned items. 
  Sincerely,
  Mrs Hernandez 

  Business Response

  Date: 06/02/2025

  Dear Mrs. ********************** you for your feedback regarding the online store returns process. You may find online store information in your order confirmation email and at ****************************************************************.

  We are happy to report that according to the *** call-tag tracking the mower has been received back at the warehouse as of June 2, 2025. Your return is being processed under credit #********. You will see the credit post in one to two billing cycles, depending on your financial institution.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 8496120

  Customer Answer

  Date: 06/03/2025

   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

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased the best 26" Toro snow blower with electric start in Dec of 2022. this blower broke within 2 hours of blowing snow. sent it to the dealer who had it for 1month got it back and wouldnt start. sent it back to HOME HARDWARE and they had it til spring. the next winter went to start the blower and would only run on 3/4 choke and wouldnt blow 3 feet.finally got it running and used it twice in 2023. in 2024 1 used this blower for 2 hours and the auger engagement cable broke so had to shovel my driveway by hand{I am 81 years old} and was promised the cable would be in by the end of January ** is now may 13 and have lost another year of not using this blower. While i and HOME HARDWARE have tried to contact TORO no one has returned our calls. I am considering contacting anyone who has had problems with TORO and start a class action suit against this noncompliant company as that seems to be the only thing left to do.

  Business Response

  Date: 05/13/2025

  Dear Mr. *************** are sorry to learn of the frustrating experience having your snow blower serviced. We apologize that we were unable to locate any previous contacts linked to your provided phone number or email address in our case records; to reach a member of our customer support team you can call *********** option 3 or reach us via chat and email at *********************************************************.

  Toro fully supports the warranty to protect our products against manufacturing defects, as determined by an independent authorized Toro service dealer at ************************************************************. Rest assured authorized dealers have a direct dealer support team that they can contact via their dealer portal at ****************************************************************** should they require any technical, warranty, or parts ordering assistance.

  If you or the dealer have a specific claim number please feel free to contact us directly at ******************************************* and we would be happy to have our warranty team take a closer look and provide an update.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 8566927

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a walk behind self propelled rear discharge I think is a bad setup your legs are covered with grass when you are done moving. It is great mulching but when you have to mow with discharge it *****

  Business Response

  Date: 05/02/2025

  Dear Mr. ******************** you for reaching out to notify us of your concerns. We have a few suggestions to improve your mowing experience if the rear discharge chute is not meeting your expectations; you may recycle the clippings back into the lawn (the machine comes factory ready to recycle), or consider bagging the clippings. Please refer to your operator's manual for instructions at ************************************************************. Additionally, we would recommend raising the height of cut (remove no more than 1/3rd of the grass blade at a time), walk at a slower pace, create smaller overlapping passes, clean out the deck after each use to avoid buildup, and avoid mowing in wet conditions. Toro offers a helpful video with mowing tips for a beautiful lawn at **************************************************************************************.

  Should you continue to face these issues, don't worry! Toro fully supports the warranty and repair process as outlined at ************************************************************************************************** and your local authorized Toro service dealer is happy to assist you at ************************************************************.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 8553050

  Customer Answer

  Date: 05/02/2025

   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

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new Toro PowerMax Heavy Duty 1030 snowblower and used it perhaps 6 times, and the ballbearings froze up, destroyed the belt, and it will take weeks to find someone to fix the machine. And when I say 6 times, I mean very light duty for what is supposed to be a "tough" Toror heavy-duty machine. When that happens, try to find support from Toror, which is near impossible.

  Business Response

  Date: 01/03/2025

  Dear Mr. ***************** are sorry to hear that your new machine requires service, and definitely understand how frustrating that must be. Thank you for reaching out to notify us of your concerns.
  
  Fortunately,Toro fully supports the warranty to protect the machine against any manufacturing defects, as stated at ************************************************************ and as determined by an independent authorized Toro service dealer at ************************************************************.
  
  For your convenience, we have included 3 nearby participating service dealers based off of your provided postal code:
  
  A.BILL'S GEN ****************************************************************************************************************************************************************************************************** HOME HARDWARE
  ****************************************
  Phone:**********
  Email:************************************
  
  C.POTTERS SMALL ENGINE
  *******************************************
  Phone:**********

  Please note that because dealers operate as independent businesses, service time can vary by dealer. We would recommend contacting them ahead of time to inquire about the specific stores service schedule.
  
  You can learn more about the **************** and Repair process here: **************************************************************************************************
  
  Kind Regards,
  
  Toro Consumer Service
  
  Case Number 8065594

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Toro tiller from ******. There are missing parts that were not in the box. ****** will not stand behind it as it came from Toro direct. I have called Toro and also emailed. They are sending me to a company ***** ******. They want to charge me for the parts that I already paid for. Can someone help me?

  Business Response

  Date: 12/09/2024

  Dear Ms. ***************** sincerely apologize for the inconvenience you experienced with your recent Amazon order. We understand how frustrating it can be to receive a product with missing parts, and we are committed to resolving this issue promptly.

  Our company fully supports the warranty process for all of our products. For warranty consideration, we recommend visiting a local independent authorized service dealer at ************************************************************. They will be able to assist you with the necessary parts and ensure your machine is functioning correctly. You can find the complete list of participating dealers near you at ************************************************************. You can always visit our website to learn more about the warranty service process: **************************************************************************************************.

  If you prefer not to visit a dealer, you can purchase the required parts directly through our parts supply partner company at ***** Wilson ************.

  Thank you for bringing this matter to our attention. If you have any further questions regarding the warranty coverage and process, please do not hesitate to contact us at *********************************************************.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7932414

  Customer Answer

  Date: 12/11/2024

  I have been referred to ***** ****** by your company and I should not have to pay for the parts that are missing. I already paid for these parts when purchasing. Are you really suggesting that I need to load the tiller in a car that it will not fit in and take in December in the cold weather for them to tell me that I am missing the parts I know I am missing? Really? Is this the best customer service you can give? Had I known this is the way you treat your customers for something that is your fault, I would not have purchased anything from you.
  
  
  

  Business Response

  Date: 12/18/2024

  Dear Ms. *********************** consideration requires a physical inspection of the machine so that the dealer can verify the necessary parts and best assist to get your machine up and running smoothly. We apologize for the inconvenience this may cause and hope you will give Toro another chance.

  Toro will continue to fully support the warranty service process as stated at ************************************************************************************************** and you can find the complete list of dealers near you at ************************************************************.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7932414

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  bought a battery powered toro 60 volt blower from sugarloaf power equipment in *********** **** on 08-23-2024. thinking it was brand new the date on battery is *******. toro advertised run time about 40 minutes. called toro and they told me to take the unit, battery and charger to a toro dealer in *********** **** called dynahoe. they ran all the tests toro told them to do and the battery only lasted 20 to 24 minutes top. they had brand new batterys with the same result. just wanting a refund on this junk. toro techs name is ma, case #7b53679. they act like their not going to do nothing about this when they advertise this blower a run time of 40 minutes. the tech at dynahoes name is **** ******, at ************. thank you , *****. **** at ******* has any more information you may need.

  Business Response

  Date: 11/22/2024

  Dear Mr. ******************** you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced with your Toro 60-volt blower.

  After reviewing your case (#*******) and the tests conducted by the authorized dealer in ***********, ****, we found that the independent dealer did not identify any defects in the battery. It was suggested that, since no defect was found with the battery, the blower unit should also be tested to ensure it is functioning correctly.

  It's important to note that battery runtime can be influenced by several environmental factors, including temperature, usage patterns, and the power setting used. To extend battery runtime, we recommend operating the blower on a lower setting and utilizing the turbo-boost button only as needed, as it consumes more battery power.

  While we are unable to meet your request for a refund, please be assured that Toro will continue to fully support the warranty that protects the machine against any manufacturing defects. This warranty is upheld by independent authorized service dealers, which can be located at ************************************************************.

  We value you as a customer and want to ensure your satisfaction with our products. If you have any further questions please do not hesitate to contact us.

  Thank you for your understanding and cooperation.

  Sincerely,

  Toro Consumer Service

  Case Number 7850405

  Customer Answer

  Date: 11/22/2024

   I am rejecting this response because:
  
  the dealer in circleville did test the blower unit, battery and charger. and ran the blower on regular power, he did not run it on turbo. and it lasted only 20- 24 minutes. then why do they say it last up to 40 minutes on regular power. I think they are misleading in their advertising of this product. never will I buy a toro product again.

  Business Response

  Date: 11/27/2024

  Dear Mr. ******************** you for your response. We spoke to the Toro technician who assisted the independent dealer and they advised that the dealer found no defect present. Please note that the advertised runtime on ************************** is up to 90 minutes on the lowest setting. As mentioned in our previous response, runtime is dependent on variable use and environmental factors and can vary. We recommend reviewing the operator's manual at ************************************************************ for operating tips to get the most runtime. You may also consider purchasing a second and/or larger 60V battery for longer runtime for your unit. You can check out the complete lineup at ************************************.

  Toro will continue to fully support the warranty process as outlined at **************************************************************************************************.

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7850405

  Customer Answer

  Date: 12/02/2024

   I am rejecting this response because:
  
  how can they say envirmental factors and run time may vary, what ? it was tested in a warm shop and peformed what the tech told them to do and the best time on regular speed topped out at 20 to 24 minutes. its only a couple months old, it should run longer than that. I will never buy any toro product again, junk. only thing their doing is giving the run around and not addressing the issue. i JUST WANT A REFUND, DONT WANT ANOTHER ONE.