Complaints

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

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  Briggs & Stratton

  12301 W Wirth St Milwaukee, WI 53222-2110

• 

  Briggs & Stratton

  PO Box 702 Milwaukee, WI 53201-0702

• 

  Briggs & Stratton

  1502 W 4th Ave Holdrege, NE 68949-3132

• 

  Briggs & Stratton

  1803 SW Jefferson St Lees Summit, MO 64082-2312

• 

  Briggs & Stratton

  150 Technology Pkwy Auburn, AL 36830-8137

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:08/21/2024

  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.

  I purchased a new Simplicity Prestige Garden tractor on 05/09/2022 cost was $10,544.00, additionally I purchased a Simplicity triple bagger unit for this mower cost was $1,979.00, total cost $12,523.00. The tractor/mower has a factory 3 year warranty. On 06/15/2022 while the tractor was moving forward with the mower engaged the operators seat fell off the seat mounts & I was thrown forward onto the steering ************** Dealer replaced the seat mount bolts within a week. On 07/03/2022 the operators seat again lost 3 of the 4 mounting bolts while the tractor was under operation with the mower engaged. I was thrown to the ground on the left side of the tractor. I took the tractor 3 hours roundtrip back to the dealer again, the entire seat & mounting hardware were replaced. Due to manufacturing errors & poor craftsmanship it was determined that the bolts were vibrating loose during operation and falling out. New seat was installed & industrial adhesives were used to lock the bolts in place. On 09/29/2023 at 61.7 hours while using the tractor with the mower engaged the left rear drive axle sheared off causing the left rear wheel to fall off and pinning it under the tractor causing damage to the body of the tractor. After 2 months in the shop the unit was returned to me with the warranty on the transmission and drive axles extended. On 09/17/2024 at 74.5 hours the left rear axle sheared off again while the unit was in operation with the mower engaged, again pinning the tire under the unit causing body damage to the tractor. For the second time I had to pay for recovery to get the tractor towed back to my driveway, additionally I had to rent a tilt deck trailer at my expense twice to take the tractor back to the dealer again. Dealer advises simplicity will not buy the unit back even though it is under *************** are aware of the catastrophic axle failure, they want to repair it again and expect me to operate it knowing it is defective and extremely dangerous.

  Business Response

  Date: 08/27/2024

  Briggs and Stratton is requesting for the parts to be sent in for an inspection. Briggs and Stratton will report the findings back to the dealer after the inspection. 

• Initial Complaint

  Date:08/05/2024

  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.

  On 04/18/18 we purchased an 8kw Briggs and Stratton Standby Generator ( Model#******: Serial#*********** to replace a 7kw Briggs and Stratton Standby Generator we had for approximately 12 years, because of mechanical issues. The original generator (7kw) saw us through several power outages and hurricanes. However, the new one (8kw) generator failed each and every time we needed it during more recent hurricanes and power outages. Most recently on 07/11/24 our generator came on during the weekly test and shut off after a few seconds and the transfer switch meter was showing 3 blinks. I contacted the company we purchased the generator from and serviceman came by on 07/16/24 and determined the issue was a bad rotor and stator and the parts were unavailable at this time. The stator assembly was replaced on 11/17/22 covered under warranty. It should be noted this is the same issue we've had with this generator since we purchased it on several other occasions while still under warranty. I contacted Briggs and Stratton **************** on 07 /18/24 and after explaining our concerns I was given case #******* and was told our dealer would have to contact their tech department and provide additional information, which was done on 07/22/24. The dealer was advised by the warranty department the unit was out of warranty and parts are no longer in production for our model and sized generator! It's apparent Briggs and Stratton doesn't stand by its products, seeing as though they no longer support a 6 year old product with parts. Because of this we were forced to purchase a new generator due to the fact my wife works from home and her elderly mother who has health issues live with us. When I spoke to customer service I advised them we were willing to upgrade to a larger generator and pay the difference but after being told there was nothing could be done to assist us we purchased a different brand generator because of lack of support from Briggs and Stratton.

  Business Response

  Date: 08/15/2024

  We are in receipt of the BBB inquiry letter of August 5, 2024 regarding ****** Cores complaint ID ********.
  Our records indicate the unit was repaired once while under warranty. That warranty is now expired.
  Additionally, the unit is no longer produced and replacement parts are no longer available.
  Briggs & Stratton is unable to provide additional assistance at this time.

  Customer Answer

  Date: 08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [It's truly disconcerting that a company as large as Briggs and Stratton with a great reputation in the past no longer stands by their products. To say they no longer produce replacement parts for a product that's 6 years old and unable to provide additional assistance says a lot about their support and current product line. Just think about this for a minute, they are saying when their equipment/appliance is out of warranty you're out of luck. The companies response was the product was repaired once while under warranty, when in fact it was repaired one other time after we experienced a power outage and was serviced on 4Sept2020 for the same issue (unit shutdown on fail to start fault) while still under warranty in which we paid $340 to replace a battery. The warranty issue mentioned by the company was a result of a unit shutdown on fail to start fault, after losing power during Hurricane ***! The warranty covered the replacement of the stator assembly and now less than 2 years later the stator along with the rotor needs to be replaced again (approx. $3,000 repair but product/parts no longer available). It should be noted, after researching this fail to start issue, there are numerous complaints. We need a generator due to my wife working from home as well as health concerns because of my wife's elderly mother living with us. We had to purchase a new generator at a cost of $17,000 after this latest generator failure, which occurred just prior to our area experiencing bad weather due to Hurricane *****. Considering this is an ongoing problem with a product barely 6 years old, it should be covered regardless of being out of warranty for a little over a year most importantly it has not worked when needed (not once, not one hour or one minute). Its not like a car one drives everyday, the generator took up space outside our home and during hurricanes and power outages we weren't able to depend on it because it didn't work. We had it repaired thinking it would be fine for the next outage but it wasn't that happened for the duration of the unit under and out of warranty. The actual run time consisted of the weekly test and quarterly full load and that was it. Unfortunately our experience with the Briggs and Stratton Generator has literally given us PTSD (we had to purchase a portable generator just in case the standalone unit doesn't work when needed). 
  
   
  Regards,
  
  Luther Core

• Initial Complaint

  Date:08/04/2024

  Type:Sales and Advertising 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.

  This ********************** I purchased on 4/12/2023 has broken down 3 three times so far. This mower is under warranty. Briggs and Stratton and ****** lawnmower corporations do not want to honor this warranty!!! I had to pay to have this lawnmower repaired out of my pocket and that is unacceptable and un American. I would like my out of pocket money refunded to me. Plus management avoided every call I made to them and never ever apologize or returned my phone call. One time someone from that corporation sent me a bogus email with a false telephone number to an auction house. Very childish and un professional.

  Business Response

  Date: 08/07/2024

  Customer has been made aware that the repairs were not manufacturer's defects. Briggs and Stratton will not cover any of the repair bills. Referred the customer to MTD for more assistance. 

• Initial Complaint

  Date:07/25/2024

  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 purchases a home standby generator online, had it installed and it did not work. It has a 3 year warranty. Won't start and giving two fault codes. I've had 4 different briggs and stratton certified techs try to fix it and all gave up when they could not get tech support from Briggs and Stratton. Other techs refuse to work on it because they did not install it. I have dealt with Briggs and Stratton direct for 3 months now after a year of dealing with local techs who will not help. I have had no luck. They promise to call me back and get someone to work on the generator, but nothing. I am 18 months in on a 3 year warranty for a generator that has never run.

  Business Response

  Date: 08/05/2024

  A Briggs and Stratton supervisor is working with a dealer to help resolve this issue. 

• Initial Complaint

  Date:07/17/2024

  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 Briggs&Stratton Storm 6350 generator on July 16 2024 and followed the directions included but anything you plug into one set of plugs trips. The display indicates only 6% of power is being used. I called the service repair center and did everything that they said. The extension cords are new. I was told that I could bring it in, but I should not have to repair something that I purchased new and having problems with on the day I purchased it. Additionally, I am not trying to lift a 300lb generator to have it taken to be service. I brought it new and not spending any more time or money. I either want my money returned or one that actually works.

  Business Response

  Date: 07/23/2024

  The customer has been contacted and the warranty coverage/process explained.  The unit will be inspected by an authorized service dealer. Our customer support department will work directly with the customer and service dealer to resolve the issue

• Initial Complaint

  Date:07/16/2024

  Type:Order 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.

  We agreed upon a payment arrangement with the company to make payments on a debt owed for generators we received from them that we cannot sell. We have been making our agreed upon payments. They sent us to collections anyway. We would still like to pay the debt minus the collection fees.

  Business Response

  Date: 07/26/2024

  A Briggs and Stratton rep will make contact with the customer to help resolved this issue. 

  Customer Answer

  Date: 07/29/2024

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

  Business Response

  Date: 08/07/2024

  This dealer was sent to collections for non-payment. The customer needs to make their payments to the collection agency. 

• Initial Complaint

  Date:07/09/2024

  Type:Product 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.

  Had a problem with my Simplicity Regency lawnmower, contacted the dealer and he said no problem it was under warranty and he would contact us back when he could pick up. After several calls to him later he would not return the calls. After approximately 5 weeks he never contacted us. Sent a letter to Briggs & Stratton and have not received a response in a month. In calling I just received a recording telling me to contact a dealer. This is a horrible way to run a company, you will gladly take the money but after that you dont care about your customers.

  Business Response

  Date: 07/26/2024

  The SNP/SMI Supervisor is making contact with the customer to discuss her request for a refund

• Initial Complaint

  Date:06/16/2024

  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 Briggs, 10 horse power engine for my sawmill from Brand New Engines, a Missouri based company in November of 2023. The problem was immediate. The engine was misfiring, surging and dying halfway thru a log. I called the seller and the directed to T and L ******************** in *****, ** as a warranty repair shop. I called the number and the person told me they had no way to mount the engine to test it. I then spoke to the owner who beat all around the **** and finally told me that if I brought the engine to him it would be four to six weeks before he could work on it. I asked if he could come to the mill and work on it because it is a huge job to remove it from the mill and he said no. I have tried to call Briggs and Stratton several times but cannot get to a live person. The **************** I bought it from will not even take my calls any more.

  Business Response

  Date: 06/26/2024

  A Briggs and Stratton rep is attempting to make contact with the customer.

• Initial Complaint

  Date:06/14/2024

  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 ****** 20" gas-powered lawnmower from ********** in October of 2021; the mower, powered by a 125cc Briggs & Stratton engine, came with a 2-year warranty on the engine. In summer of 2022, the engine blew out a piston under normal use and was repaired by ********** under the engine warranty. The ********** technician who did the repair in-house remarked about the poor build quality of the Briggs & Stratton engine, which had caused the piston failure. In summer of 2023, the engine again suddenly stopped working under normal use; as ********** no longer offered in-house repairs, I took it to an authorized Briggs & Stratton service center, Woodbine Equipment in ********, for warranty service on 8/14/2023. The mower has sat at the service center since that point, as Briggs & Stratton has dragged their feet on approving the repair under the warranty. I have called Briggs & Stratton on multiple occasions, and was assigned case #******* by them, but they have STILL made no movement to approve the repair at ******** Equipment. Woodbine Equipment has also attempted to reach them to no avail. I would like Briggs & Stratton to replace (or immediately repair) what is clearly a defective or poorly made unit. It was lightly operated and failed quickly and repeatedly.

  Business Response

  Date: 06/21/2024

  A Briggs and Stratton has tired to reach out to the customer under case#*******. The customer who stated that he never submitted a claim due to the customer not wanting to pay for the tear down fee. Once the customer has made contact with the dealer and agrees to pay for the tear down fee a claim will than be submitted. All warranty consideration are completed by and through the authorize Briggs and Stratton dealers. 

  Customer Answer

  Date: 06/21/2024

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

  I have spoken to the service representative at ******** Equipment (the warranty service center), and he states that NO teardown is needed and NO teardown fee required, as the failure of the unit is clearly visible from a cursory examination. The service representative STILL awaits authorization from Briggs and Stratton to complete the repair. After multiple calls to their service line, Briggs and Stratton told me (the consumer) that the warranty service center (Woodbine) needs to contact the regional service center for authorization. The service representative at ******** says that is NOT the typical way repairs are authorized, and he still awaits permission from Briggs and Stratton.

  Briggs and Stratton appear to be giving me, the consumer, the "runaround," along with the authorized service center, Woodbine Equipment. 

  At the heart of the issue is the failure of a less-than-two-year-old mower. It was used less than 20 times, lightly, and has experienced a critical engine failure twice. I again ask for immediate repair or replacement of the unit, or a refund at this point. 

  Regards,
  
  *********************

  Business Response

  Date: 06/26/2024

  Briggs and Stratton rep spoke with the dealer (***) and he stated that the crank is bent, so the warranty claim would be denied. However *** stated that if ************** is willing top pay for the tear down fee upfront he will submit the claim for a warranty consideration.

• Initial Complaint

  Date:06/04/2024

  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 snapper HD 20in 80v walk behind mower from menards in 2020. The following summer ( 2021) my battery had failed. I had the hardest time possible reaching an actual human to speak to on the issue since the mower and battery were both under warranty. However when I was finally able to, they verified my warranty and directed me to bring my battery and charger to my nearest repair center ( in my case was Holland small engine repair in ******* mi) I did that, waited 5 entire weeks for them to tell me my battery was in fact faulty, and I was then directed to pick up my faulty equipment , with no repairs or replacements being made during that time. Fast forward an entire summer I had to pay to get my lawn mowed and several pain staking attempts to contact an actual human, and I was told they were sending a smaller battery to the service center I would have to drive another 38 miles once again to go pick up. But they promised me once the back orders of the correct battery were available again after the covid delay, that they would promptly send the correct battery as well. It is now 2024, the smaller temporary battery is now faulty. My mower is now out of warranty, And there is no way to contact an actual human to discuss the fact that I was promised a replacement battery when it was still in warranty and am now without a mower once again. I contacted the service center and left messages several times a year since I was promised the correct replacement battery, they have never returned my calls. And there is no phone number nor email for an actual human to verify that I was supposed to get a new battery while my mower was still under warranty. Instead I get told to drive 30 miles and have to pay ************************************ the temporary battery is faulty and then get told it would be another 320 dollars to replace. I shouldn't have to re spend close to what I paid for the mower for batteries I was already supposed to be receiving. Plus the hassle.

  Business Response

  Date: 06/05/2024

  The customer was contacted and a voice message left declining to assist with a replacement battery, the battery warranty expired in 2022.  An email was also sent with the following information:

  Per your BBB inquiry, your mower was purchased in 2020. There is a 2 year warranty on batteries which expired in 2022. I have searched our database and can find no record of any communication with you regarding a replacement battery. I also contacted Holland Small Engine, they have no record of your Snapper mower or a replacement battery issue. This unit is two years out of the warranty timeframe, we are not able to assist with any replacement batteries.