Complaints

This profile includes complaints for STIHL Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  STIHL Incorporated

  536 Viking Dr Virginia Beach, VA 23452-7316

• 

  STIHL Incorporated

  PO Box 2015 Virginia Beach, VA 23450-2015

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:05/15/2025

  Type:Billing 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 Stihl chainsaw (S/N *********) on 6/30/23 from ********* *********** in Libby MT and within the first year, I only used it 3 times. The starter rope broke in June 2024 and I brought it to ********* *********** on 6/6/24 and they told me that I would need to contact Stihl to have the 1-year warranty honored. I left the chainsaw with ********* *********** and called Stihl (************) on 6/13/24 and was told by "****" that the case was being processed. Since the warranty was still being reviewed by Stihl, I requested that the chainsaw be repaired and on 6/28/24 I paid ********* *********** ****** for the repair (parts and labor). I subsequently made multiple calls to Stihl and each time I was told that the claim was under review ("*****" on 8/6/24, "***" on 8/27/24, who told me I would get a call back by the end of that week, and ******" on 12/10/24 and "****" on 2/5/25, who told me again that the case would be brought to her supervisor).
  
  Having made multiple calls and not once getting any response back, I am asking the *** to intervene on my behalf. It seems that their strategy is to ignore me with the hope that I would give up. I would like to be reimbursed for the repair expenses that should have been covered under the new chainsaw warranty: ******
  
  I have the receipts for the purchase and repair, as well as notes for each time I called Stihl.

  Customer Answer

  Date: 05/16/2025

  Please see the attached chainsaw warranty.

   

  Thank you.

  Business Response

  Date: 05/22/2025

  Hello Complaints Department,

  We have reviewed *** complaint #********, submitted by the customer on May 14, 2025. Following an internal review of our case records, we contacted the customer and have extended a one-time courtesy resolution.

  It is important to note that this accommodation falls outside the scope of STIHL’s limited manufacturer’s warranty. As outlined on page seven of the warranty document, the repair in question is categorized under the section titled “Customer’s Responsibility for Warranty Coverage.” For reference, the relevant portion of the warranty is included below:
  
  The customer should use reasonable care in the maintenance, operation and storage of the product as explained in the instruction manual. The cost of normal wear items and service or replacement of items required for routine maintenance such as batteries, spark plugs, air filters, fuel filters, starter ropes, lubricants, machine adjustments, worn sprockets, sharpening, worn cutting attachments, cleaning, tune ups, winterizing and storage materials, etc. are the customer’s responsibility. Items that are replaced due to normal wear or parts and services needed to perform routine maintenance or storage are not covered by STIHL’s limited warranty policy.
  
  It is the customer’s responsibility to maintain all components in proper adjustment and to operate, provide scheduled maintenance, and store the product as specified in the instruction manual. It is the customer’s responsibility to provide proper lubrication for all components and to provide the recommended fuel, oil and oil mix ratios for the engine as specified in the instruction manual.
  
  While this situation does not qualify for warranty coverage, STIHL remains committed to supporting the customer and preserving confidence in our brand. All relevant details have been documented in our internal case management system, and appropriate steps have been taken to resolve the matter.

  We respectfully request that the ****** ******** ****** consider this complaint resolved and close the case in STIHL’s favor. Should the customer require further assistance, they are welcome to contact us directly at ****************, referencing the *** complaint number or the corresponding STIHL case number.
  
  Thank you for your time and consideration.

• Initial Complaint

  Date:04/27/2025

  Type:Customer Service 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 experienced an unusual failure of a Br 800c back pack blower. I reported it to technical representative in Fall 2024. The unit was out of warranty but the failure was that the engine vibrated so bad it destroyed the engine hold down bolts, ez start system, and muffler which has never happened to my other stihl blowers. Nobody got back to me till April 2025 and it was **** * . He asked for lots of information which I provided and told med to bring unit in to my Stihl dealer which I immediately did. The dealer did the assessment and told me he reported findings to this **** in Va technical center. The dealer also told me that **** would call me regarding what Stihl would or wouldn’t do. He has not gotten back to me and will not respond to my emails or calls. I need an answer so that I can either pick my unit up from dealer or leave it there for repairs on Stihl.

  Business Response

  Date: 05/02/2025

  Hello Complaints Department
  
  We have had the opportunity to research the complaint ********* that the customer submitted on 4/26/2025. Upon reviewing our records, we contacted and were working with the customer and the privately owned STIHL dealer. It was found that the unit was not purchased by the customer directly, but through a relative's private business. Although warranties are not transferable, STIHL remains committed to helping the customer. At this time, we have contacted and are working with the dealer that has the unit for repair. The process of analysis and assessment is being completed. We remain committed to resolving the issue and ensuring the customer reaches a satisfactory outcome. We have documented all relevant details within our internal case to ensure we take the necessary steps to restore the customer’s confidence in our brand.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
        There are several corrections and clarifications needed to explain the entire situation as follows:

  1) this complaint was a result of poor response from Stihl dating back over 6 months.

  2) when I finally received a response in early April, Stihl’s **** * apologized for delay and initially sought more information which is all documented in Request **************** Ref. ***********. I provided all information requested immediately including bringing blower in to dealer on April 14

  3) The dealer’s maintenance manager Mr.**** ***** completed assessment by April 21 and I picked unit up. He provided full assessment including pictures to **** * and told me I’d get a response from him( so unit is not being assessed currently—it was completed 2 weeks ago) He also said unit is catastrophically damaged beyond economically feasible repair. It needs new engine, muffler and ez start system amongst other things which makes it more expensive to repair than a new unit

  4) I never received an official response from **** * or anyone in Stihl after repeated attempts(calls & emails) and was left to my only remaining option to get a response— and thus this complaint.

  5) inre to owner and warranty issue mentioned , this unit was always mine bought for me as a gift by my son under his business back then. This was only brought up because **** * needed help finding purchase order and I provided information to get that. Your response made it sound like something shady that was found but I’m the one who provided information. I don’t know why this was brought up because I stated in complaint that this was never a warranty issue. It is simply a workmanship /reliability issue requiring resolution and disposition because unit failed catastrophically as a result of severe vibration during normal use.

       To summarize, the unit is mine, it failed catastrophically during normal use, I’ve tried to use your system to determine cause and liability , your Stihl dealer has provided a full assessment and now I await your response regarding what compensation will or won’t be provided and cause of failure. I don’t believe failure to be normal for Stihl blowers based on my past experience with other units over 25 years. If it is then I have no choice but to begin search for alternate brands as this is not only a cost issue but a potential safety issue. if you agree with me that this was indeed an unusual failure then I believe I should be fully compensated with a new unit and will happily remain a loyal customer as long as I can be assured something like this can not cause an injury.

  
  
  
  Sincerely,
  
  
  
  Tony Avagliano

  Business Response

  Date: 05/09/2025

  Hello,
  

  We would like to thank to both the Complaints Department and the customer for their continued patience as we worked with the independently owned dealer to reach a satisfactory resolution for all parties—the customer, the dealer, and STIHL.
  

  As a one-time goodwill gesture, STIHL has covered the cost of a replacement unit, which is now available for the customer to pick up at the dealership.
  

  While we acknowledge the customer’s statement of ownership and are not disputing that the unit was purchased on their behalf by a relative’s business, the registration reflects that the unit is owned by a professional entity. Additionally, the original unit is several years beyond the terms of our limited two-year manufacturer’s warranty.
  Despite these factors, STIHL remained committed to restoring the customer’s confidence in our brand and ensuring a fair resolution.
  

  We respectfully request that the Better Business Bureau consider this matter resolved and close the case in STIHL’s favor. Should the customer require further assistance, they may contact us directly at [email protected], referencing the BBB complaint number or the STIHL case number provided.

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service 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.

  Dear Stihl Customer Support,
  
  We have been loyal Stihl customers since 2017, using your chainsaws, trimmers, hedge trimmers, and backpack blowers in our daily operations. However, we are now facing a serious reliability issue with our BR 800 blowers that is impacting our business.
  
  Issue Summary
  We run a fleet of five BR 800 blowers, and for the past three years, one has failed annually due to the cooling fins and back section of the motor melting together, leading to engine seizure. This is not due to fuel—we are meticulous about using properly mixed fuel with Stihl’s premium synthetic oil and maintain all equipment routinely. Despite keeping air intakes, cooling fins, and exhaust ports clear, this issue persists.
  
  Warranty & Dealer Response
  The first failure was replaced under warranty.
  The next two failed outside of warranty, and our local dealer offered no resolution.
  Our third failure just occurred this past week, again due to overheating and melting.
  At this rate, we are replacing a blower every year, which is unsustainable for our business. This is not an isolated issue but a recurring problem that suggests a design flaw. We take pride in maintaining our equipment, and we expect professional-grade tools to last significantly longer than one season.
  
  Request for Resolution
  We want to continue purchasing Stihl products, but this ongoing issue is making it difficult. Given the circumstances, we are asking if Stihl can replace the two most recent failed blowers at cost so we can continue operating without absorbing the cost of new units annually.
  
  We have exhausted all options with our dealer and need two new blowers before the season starts. If there is an updated version of this blower or a known solution to prevent future failures, we would also appreciate guidance. We value Stihl’s reputation for quality and reliability, and we hope you can stand behind your products to help maintain that trust.

  Business Response

  Date: 04/08/2025

  Hello
  Complaints Department
  
  We have had the
  opportunity to research the complaint that the customer submitted on 4/2/2025. Upon
  reviewing our records, we found a single documented interaction with the
  customer, which occurred in November of 2023. At that time, STIHL provided a
  full replacement unit at no cost to the customer. We have not been able to
  locate any additional communication or documentation indicating further contact
  with STIHL Inc., nor have we found any record of a denial of applicable
  warranty service.
  
  STIHL is
  committed to delivering not only high-quality products but also exceptional
  customer service that reflects the values of our brand. In keeping with this
  commitment, we are proactively reaching out to the customer to better
  understand and address their current concerns regarding the BR 800 Backpack
  Blower(s).
  
  To assist and
  resolve this matter effectively, it is important to have the serial numbers and
  purchase dates for the effected units. This information is essential for STIHL Inc.
  to address the customer’s concerns.
  
  If at any time,
  the customer wants to contact STIHL Inc., our customer support team can be
  reached by phone at ************** or by email at *****************
  Our hours of operation are 8:00AM to 7:00PM ET, Monday through Friday.
  

• Initial Complaint

  Date:01/15/2025

  Type:Customer Service 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 Stihl BR450 Backpack blower from Farmers Service Ace Hardware in Smithfield VA on 30 Nov 24. The blower did not act properly from the first time I used it. I went back to Ace on 9 Dec 24 and they told me nothing was wrong with it. I contacted Stihl on 13 Dec 24 to report the problem. I was told a ticket was opened, but I have never received anything else. I contacted them again on 19 Dec 24 and 10 Jan 25 and have still not received a response. I contacted them again today. This is no way to treat a customer. I am requesting your assistance in getting a response from them. No customer should have to wait 5 weeks and counting for a response to a customer concern. Thank you, **** ************

  Business Response

  Date: 01/22/2025

  Dear Complaints Department,
  We have thoroughly reviewed the complaint (ID ********) submitted by the customer on January 15, 2025. The customer initially contacted STIHL Inc. by phone on December 13, 2024, and the case was escalated to our Technical Support Team for further investigation on the same day.
  We acknowledge that our response time to the customer was significantly delayed due to a backlog of support cases. We sincerely apologize for the inconvenience and the negative experience this caused.
  As of today, we contacted the customer, and the process to diagnose and assess their unit has been initiated. However, we have not yet received a response from the customer. Despite this, we remain committed to resolving the issue and ensuring the customer reaches a satisfactory outcome. We have documented all relevant details within our internal case to ensure we take the necessary steps to restore the customer’s confidence in our brand.
  Thank you for your attention to this matter.
  

  Customer Answer

  Date: 01/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  It is not true.  I never telephoned them.  All my correspondence with them has been via email.  They sent me an email on January 22; I responded to them that day and have not heard back from them.  They are a horrible company!  They have tried to make excuses and provided you absolute falsehoods.  There has been absolutely no progress in resolving my situation.  This is ridiculous.  I will never purchase a Stihl product again and I will relay my experience to all I know.
  
  
  
  Sincerely,
  
  
  
  **** ************

  Business Response

  Date: 01/30/2025

  We were disappointed to learn
  that our initial response did not meet the customer’s expectations, and we
  would like to take this opportunity to clarify certain points.
  
  Firstly, we acknowledge that
  the customer inquiry was submitted through STIHL USA's online Customer Contact
  Form, not via phone, as previously mentioned. We apologize for any confusion
  this may have caused.
  
  Regarding the concern about
  "excuses" and "falsehoods," we respectfully disagree with
  that characterization. Our team made efforts to resolve the issue by advising the
  customer to take the blower to a local STIHL-authorized dealer. We emphasized
  that it was not necessary to return to the dealer from which the unit was
  originally purchased, but any authorized STIHL dealer could assist. The
  customer stated the unit was evaluated by the dealer on the initial visit and they
  reported no issues or defects related to the manufacturing or materials.
  
  Our team again requested the
  unit to be taken to a dealer for further review, using the STIHL diagnostic
  worksheet to ensure a thorough assessment. On the second visit, the dealer
  again was unable to identify any problems with the unit.. With this in mind,
  and to restore the customer’s confidence in both the STIHL backpack blower and
  the dealer, we worked closely with the dealer to arrange an exchange of the
  machine. We believe this action demonstrates our commitment to meeting the
  customer’s needs and upholding the high standards of quality and customer
  service that STIHL is known for.
  
  If the customer requires any
  further assistance or would like to discuss this matter further, please do not
  hesitate to contact us directly via email at ****************, referencing your
  *** complaint number, or respond to the customer ticket that has been created
  for you.
  
  We sincerely appreciate the
  customer’s patience and understanding, and we remain dedicated to providing you
  with exceptional service.

• Initial Complaint

  Date:12/17/2024

  Type:Customer Service 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.

  In October of 2024 I purchased a Stihl RB200 pressure washer from a dealer in Alabama to care for a ******* driveway I had just installed. The first week the machine started to leak oil from the air breather and there was oil on the water hose around the pump. I took it back, they said they repaired it and it was good to go. Fast forward to December of 2024. I used the unit to pressure wash the driveway using the rotary washer and upon competition my driveway was covered with oil due to it being introduced into the water supply. I know this because when I removed the hoses to store it…. Oil mixed with water came out…… Took the unit to the dealer, told him It had ruined my new concrete. And asked that Stihl replace it with a step above! The RB400 because I no longer trusted this product . He agreed there is a problem with a unit and escalated me to tech support which after providing them with photo evidence of my driveway said I was lying because the tech looked at the unit on the phone with him and that the marks were from washing too fast lol. But the marks were darker where the pressure washer has passed over than the spots I didn’t wash….lol. I attempted to escalate the situation to a manager at which time the tech support agent said there was no escalating past him and if I didn’t like deal he offered (replace it with another RB200 or pay the difference between the two) he would take that deal away! I advised him I was being VERY reasonable and was willing to try to fix my concrete if it could be fixed and simply ask them for a **** in grade pressure washer for the damage and trouble. He said it’s not happening…. If I upgrade you I have to upgrade every customer ..I don’t know what to tell you about your concrete.

  Business Response

  Date: 12/23/2024

  Dear Complaints Department,

  We have reviewed the complaint submitted by the customer on 12/16/2024 on incident ********. The customer initially contacted STIHL Inc. through a phone call and an email on the same day. The customer spoke with a support specialist, who documented all relevant information, including the customer’s details and the machine’s identification number.
  

  The customer is located in ******** ******** which is serviced by one of our privately owned and operated distributors. Upon receipt of the customer’s complaint, STIHL Inc. immediately forwarded the case to the distributor’s technical support team, who began investigating the matter the same day.
  

  It was noted that the customer had already brought the unit to their local, privately owned dealership for assessment prior to contacting STIHL Inc. The dealership determined that the failure was not due to workmanship or materials but rather due to incorrect operation of the surface cleaner attachment. After the customer reached out to STIHL, the distributor's technical support team reviewed the dealership's findings, including the customer’s photos, and concurred with the conclusion of improper use

  In our investigation, we contacted STIHL’s privately owned and operated
  distributor. Following the initial contact, the privately owned dealership offered the customer an upgraded unit at dealer cost as a gesture of goodwill. In light of these findings, the customer’s request has been addressed satisfactorily. 

  We respectfully request that the ****** ******** ****** consider this case resolved and close it in our favor. Should the customer require further assistance, they can contact us directly via email at **************** and reference the *** complaint number.

• Initial Complaint

  Date:10/07/2024

  Type:Customer Service 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 have called Stihl many times and always talk to very professional support people, however they are not authorized to work on my issue. I am told every time that they are escalating my ticket. Once I was told they called me, but my voicemail was full. This is my business phone and has a very high capacity. I have many Stihl products but as originally told by the support center, I should bring it to an authorized dealer. I did do this and it was the place where I bought the equipment. The unit was taken apart and the retailer showed me the design flaw with the product and they do not sell it anymore due to this flaw. This is in regards to product *****. The retailer will not even sell this product anymore and is unable to fix it. The ***** is part of a bigger system, so there is not replacement made others. The retailer said I should call Stihl and explain and show pictures of the problem. The part sells for approx ****. The retailer felt Stihl should replace the part due to the design flaw. However, Stihl has a long documented history of my calls and keep apologizing for no one from their VA office will respond. Regardless of any outcome, I think the *** should know that what has been a good product line for us over many years now is a company that will not even return a consumers phone calls, especially one that might have good information to help with their potential design flaw. At this point, given all the time and lack of response, I would like the unit replaced because, if not I have to buy a new product that is not part of the Kombi power unit. Then the resolution would be much more expensive. Sorry for any typos.

  Business Response

  Date: 10/15/2024

  Dear
  Complaints Department,
  
  We have
  conducted a thorough review of the complaint submitted by the customer on
  October 7, 2024. The customer initially contacted STIHL Inc. by phone on August
  5, 2024, and the case was escalated to our Technical Support Team for further
  investigation on the same day.
  
  We acknowledge
  that our response time to the customer on October 8, 2024, was significantly
  delayed due to a backlog of support cases. We sincerely apologize for the
  inconvenience this caused and for the negative experience encountered by the
  customer.
  
  In response to
  the customer's statement regarding their business phone and storage capacity,
  we carefully examined our call logs. We found that our STIHL Support Specialist
  attempted to contact the customer twice on August 19. The first call lasted
  approximately one minute, and during the second call, our Support Specialist
  attempted to leave a message, which also lasted about a minute, but
  unfortunately, this effort was unsuccessful.
  
  We have contacted the customer via the email provided in the complaint to
  clarify STIHL's limited warranty timeframes. We included a copy of our Limited
  Warranty policy and requested information regarding the purchase dates of the
  attachment, as well as verification of the serialized unit's purchase date. The
  customer purchased the powerhead in 2016, which is covered by a limited
  manufacturer’s warranty of 2 years for both professional and personal use. If
  the attachment was purchased concurrently and is considered an integral part of
  the unit, it follows the same warranty period. However, if it was purchased
  separately, the limited manufacturer’s warranty would be 3 months. It is also important to note, STIHL units, attachments, and parts may be subject to change due to improvements and updates throughout a product run. 
  
  We have received a response from the customer, and we remain
  dedicated to resolving this matter and assisting the customer toward a
  satisfactory outcome. We encourage them to contact our support team for any
  further inquiries or additional information, referencing our internal case
  number ***************** We have documented all pertinent information within
  our internal case to ensure that we take every necessary step to restore the
  customer’s confidence in our brand.
  
  Thank you for
  your attention to this matter.
  

  Customer Answer

  Date: 10/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Some of the Stihl's information is correct and other parts is not.  They mentioned my original contact in early August and then not reaching out till the day after my filing with the ***.  However, they go on to say they reach out in August with 2 calls of a minute +/-.  However, if my Voicemail was full, as they so mentioned, the call would not be that long or they would hav left a message and a call back number,  When calling their very polite call center, they eventually elevated the status and cold expect a call rather soon.  However, the call center would never give out a phone number to call technical support.

  So their reply speaks to not replying, a support team that is swamped, which means there must be some issues going on.  The 1st message I got was after reaching the ****  I was reaching Stihl because their own dealer asked me to and wanted me to discuss the potential design flaw and the reason why they don't sell this product anymore.  The big issue is a major company not willing to even return a customer's call, regardless on the warranty status.  

  We have already decided to change companies for the power equipment going forward at all our real estate holdings.  At this point I would like Stihl to either donate product to a mutually agreeable non-profit or just a donation money to a non-profit.  The nature of my call was originally informative in nature, but so much time has been spent on follow-up with their lack communication, i feel they should do something.  They have already lost our business, which probably would not be the case if they would have follow-up in the 2 months of my repeated calls.  We wanted to talk with them before deciding to buy their product again.  

  
  
  
  Sincerely,
  
  
  *** **********

• Initial Complaint

  Date:08/22/2024

  Type:Customer Service 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.

  On April 30, 2024 I purchased a Stihl RMA V10 electric lawnmower kit from Ace hardware in Cottonwood AZ. The kit included the lawnmower and two AP300 batteries. The Stihl website states that each of these batteries will cut 2583 square feet of lawn. I purchased two of these batteries so I should be able to cut close to 5000 square feet without recharging. I have an 1800 sq/ft lawn, the first two or three times the batteries worked halfway decent, I was able to barely get the lawn mowed using the two full batteries. To date I have mowed my lawn 7-8 times with this mower and it now takes two days because I have to charge both batteries three time to get thru the 1800 sq/ft lawn. I brought the mower and batteries to the store I purchased them from , their representative told me to buy more batteries ******** each) or contact Stihl. I opened an on-line ticket with Stihl on July 25th, the ticket # is *********. I gave them a week to respond, with no response I have now called them six times and get the same run-around about how it has been noted but there are no updates to my ticket and I cannot speak to a manager or supervisor. Since it has now been almost a month, I had to go purchase another lawn mower to keep my lawn under control. I paid $****** for this Stihl lawnmower that cannot cut my lawn, I demand a full refund from them as I purchased it after reviewing their false online advertising not to mention I have now had to go out and purchase another lawnmower to maintain my yard.

  Business Response

  Date: 08/22/2024

  We apologize for the delay in response to the customer’s original inquiry. Our support team has been working through a heavier than usual backlog of support cases. We are taking steps to increase our capacity and increase our resources. We remain dedicated to and focused on contacting each and every customer who has reached out to us. 
  

  There are many variables that can impact runtimes for battery powered mowers. These include the type of grass, length and thickness of the grass, how often the grass is maintained, and other similar factors. Due to the fact that the customer has purchased another mower, we understand that they no longer wish to keep the original unit that they purchased.
  

  As such, we will have a member of our team reach out to the selling dealer to facilitate the return of the machine. We will then reach out to the customer to confirm the details and assist them in receiving their refund. Again, we apologize for the inconvenience and appreciate the customer bringing this to our attention through the ****** ******** ******. 
  

  Kind Regards,

  STIHL INC. Tech Support 

• Initial Complaint

  Date:08/15/2024

  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.

  In June of 2024, I purchased a Stihl trimmer from a Stihl dealer. Within one week of purchasing the product it failed during normal use. The failure was clearly a manufacturing defect. I took the trimmer to an authorized dealer who agreed it was a manufacturing defect and repaired the trimmer, but then charged me for the work. Both I and the dealer agree it should have been covered under the warranty per the warranty document. I filed claim number **************** with Stihl. While Stihl confirmed the claim submission, they have since refused multiple attempts to provide any follow up or answer to my claim. Why create a claim system if you're simply going to ignore the customers claims? I realize customer service is a thing of the past since COVID, but this is stupid.

  Business Response

  Date: 08/20/2024

  Hello Complaints Department
  
  We have had the opportunity to research the complaint that the
  customer submitted on 8/15/2024. The customer’s initial contact with STIHL Inc.
  was through email on 6/27/2024. STIHL Inc’s support center escalated the case
  to our Technical Support Team for review on 6/28/2024. 
  
  Admittedly, our support center has been working through a large
  backlog of support cases, so our initial response to the customer on 8/20/24
  was extremely delayed which is unacceptable. We sincerely apologize for the
  negative customer experience and any inconvenience this may have
  caused.
  
  We contacted the customer and detailed the information on the
  proper starting procedure for the Easy2Start system. We also requested
  information regarding the repair costs and the name of the privately owned
  STIHL dealer in which the customer mentioned in their complaint. Our policy is
  to work through an authorized STIHL dealer of the customer's choice to find a
  mutually beneficial solution. As of the time that we are sending this response,
  we have not yet heard back from the customer. 
  
  Nonetheless, we remain committed to resolving this issue. Should
  they have any questions or additional information to provide, they may contact
  our support team and reference our internal case ****************. We have
  documented all the current information inside of our internal case to ensure
  that every step is taken to restore the customer's faith in our brand. 

  Customer Answer

  Date: 08/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  While I appreciate the *** complaint spurring the company to address a 3 month old warranty complaint, this matter is not yet closed. Stihl insinuates a pull cord is a wear item that should be expected to fail within the first week of ownership/use. If that's the case, I'm better off buying Chinese junk at ********* At least the Chinese can tie a knot on a pull-cord effectively. I'm in the process of supplying the additional information requested by Stihl for possible further action on their part. therefore, I'd like to keep this complaint open for now.
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:08/12/2024

  Type:Customer Service 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.

  Date of the transaction was 4/19/2024 for ******* and the following email was sent to Stihl on 7/31/24:
  "My husband has a bad shoulder and saw a chainsaw advertised as a quick start. So I thought this would be a great present for him. Well he has had numerous issues with getting it to start. We even went to one dealer and they couldn't get it started so they went back to a mechanic and he also had issues. He pulled out the spark plug a few times but continued to have issues. They were able to get it started 2 times then said that was all they could do. He brought it home and again was unable to get it started so I suggested to go to another Stihl dealer and we were able to determine that it was not operator error. He did give my husband a few pointers. We recently had some tornadoes come through our area and we sustained multiple downed trees. Well guess what, it was again and continues to be frustrated in the "quick start" chainsaw. We had to just put it away and go another route. He did call the dealer but they were unable to help. I am sorry but we are completely dissatified with your product. I am trying to figure out what our options are other than filing a claim with the ***. The MS 211 was purchased in April 2024 and have only tried using it a few times. Any help and support would be greatly appreciated."
  
  To date I have not received anything from Stihl except an acknowledgement of my original email. They state "The ElastoStart™ starter handle is an exclusive feature of STIHL. It is a starting grip with a built-in shock absorber that helps reduce the effort when pulling on the starter cord. The ElastoStart™ starter grip noticeably reduces the sudden peak forces (compression) normally felt during cranking. The forces which occur at the grip after the first compression stroke are smoothed out". We have had several individuals try to start the chainsaw but continue to be unable to use it.

  Business Response

  Date: 08/16/2024

  Hello Complaints Department
  
  We have had the opportunity
  to research the complaint that the customer submitted on 8/12/2024. The
  customer’s initial contact with STIHL Inc. was through email on 7/31/2024.
  STIHL Inc’s support center escalated the case to our Technical Support Team for
  review on 8/1/2024.
  
  The timeline of events for
  this complaint are as follows:
  Receipt of the customer’s
  initial contact on 7/31/2024 at 12:17 PM ET.
  The case was escalated on 8/1/20244
  8:24 AM ET.
  STIHL Inc. Support Specialist
  began research and working on case 8/16/2024 1:00 PM ET.
  Contact sent to Customer
  8/16/2024 3:30 PM ET.
  
  We have contacted the
  customer to offer a solution that we believe will meet their needs. Should the
  customer have any issue with this situation, please have them contact our
  support team and reference case ***************** We have added all important
  notes to the internal case to ensure that every step is taken to make the
  customer happy again.

  Customer Answer

  Date: 09/09/2024

  I still have not heard anything from Stihl to a resolution.  Can we re-open this complaint?  Or how should I handle.  I reach out once a week but still no response.

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

• Initial Complaint

  Date:07/08/2024

  Type:Customer Service 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 purchased a km111r Stihl weed whacker on 5/25/24. Since then I have been having issue after issue. I brought it back to SSR, a dealer for Stihl and they told me they can not accept the return and told me to sell it. It has been at their shop to fix a previous issue and it keeps happening. The machine overheats quickly, it does not hold the line at the head. The machine keeps stalling. I spent a lot of money on this machine that I can't use. This machine is only 2 months old and should not have soooooo many issues. Since there is a warranty on this machine, I would like this matter to be resolved. Stihl should stand by their products as well as their dealers.

  Business Response

  Date: 07/11/2024

  After we received the complaint from the customer, we reached out to speak to them directly. During that conversation, we came to an agreement that we felt was beneficial to both parties. We appreciate the opportunity to work with the customer and we hope that the customer feels that we stood behind them when it mattered the most. We hope the customer will feel free to contact us directly should they have any issues in the future with their STIHL equipment. Thank you. 

  Customer Answer

  Date: 07/11/2024

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