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:09/10/2024

  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 purchased a push mower in march of 23 and paid over ****** dollars for it. The mower started smoking and stopped, I was advised to take the mower to town and country equipment in *********** ******* to take care of the warranty work. I was contacted today by a person from Town and Country telling me Toro would not warrant my mower stating it took in dirt through the air filter, I dont know how they came to that conclusion because the mower spewed oil out the air filter before it stopped. Toro as well as their service center does not seem to be on the up and up and a Toro warranty isnt worth the paper it written on.

  Business Response

  Date: 09/11/2024

  Dear Mr. ******************** you for your feedback on your recent service experience. Toro fully supports the warranty to protect our machines against manufacturing defects, as stated at ************************************************************. This process does require a physical inspection by an independent authorized service dealer at ************************************************************.

  Because Toro cannot sell or service non-Toro parts, engine manufacturers (like ****** & ********) provide separate engine warranty coverage. If the dealer is requiring engine assistance, they should contact the engine manufacturer directly to file a claim. Keep in mind that participating Toro dealers also operate as ****** & ******** engine dealers, but you may also find engine specific dealers at ****** & ****************** website at *********************.

  If you have any questions regarding your machine's specific warranty or the warranty process, please do not hesitate to contact our team at **********************************************************

  Kind Regards,

  Toro Consumer Service

   

  Case Number 7731349

• Initial Complaint

  Date:08/23/2024

  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 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.  
  
  th 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

  Date: 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

  Business Response

  Date: 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

  Date:08/23/2024

  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 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. 
  
  
  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

  Date: 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

  Business Response

  Date: 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

  Date:08/20/2024

  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 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. 
  le 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

  Date: 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