Business Profile

Gasoline Engines

Briggs & Stratton

Headquarters

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Complaints

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

Customer Complaints Summary

119 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

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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:05/29/2024
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 new Toro Recycler mower with a Briggs and Stratton engine in April 2023. Purchased from ********** online. It leaked oil out of the air filter immediately. Brought it to Northside Power Center in ********, ** in November 2023. Didn't use it again until May 2024, and it leaked oil out the air filter again. Brought it back to ********* and now they say the engine is shot and that Briggs and Stratton will not cover it under their warranty. I previously filed a complaint with **** and they suggested it should be covered by Briggs and Stratton. I paid $477 for the mower and $100 to have it torn apart and inspected.
Business Response
Date: 06/11/2024
The Briggs and Stratton left a voicemail for the customer to give a call back to explain the Quality Dispute process. At this moment the warranty still stands as a denial and the customer only option is to send the engine in as a Quality Dispute.
Customer Answer
Date: 06/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. They are obviously not going to honor the warranty or offer me any alternatives, so just close the case. Thank you for your help nonetheless.

Regards,

***********************
Initial Complaint
Date:05/21/2024
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.
********** purchased less than a year ago stopped working after second use this season. Pop noise in engine and machine shut off. Checked for gas and oil to find oil black with metal shavings. Took to repair shop and was told briggs denied warranty saying it was our fault for running without oil but when we checked the oil before bringing for repair there was oil in the machine with metal shavings.
Business Response
Date: 05/24/2024
Briggs and Stratton has attempted to reach out to the customer and left a direct message for the customer to reach them back on.
Customer Answer
Date: 05/29/2024
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.

The response I received was that an attempt to contact me was made on 5/24/24 at @3:35 PM. I have left 3 messages for the representative one on 5/24, 5/28 and 5/29. None of these calls have been returned and in addition to the 3 messages left I have tried a total of 14 additional times with all calls going directly to a voicemail box. I don't believe this company has any interest in trying to resolve my issue.

Regards,

*************************
Business Response
Date: 06/04/2024
Briggs and Stratton rep has spoke with the customer and informed her that the claim is still denied due to lack of lubrication. ******* has been informed that the next option is to send her engine in for a Quality Dispute. ******* has been made aware of the process.
Initial Complaint
Date:05/11/2024
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.
The lawn mower says guaranteed o start and it does not start please help.
Business Response
Date: 05/14/2024
Informed the customer that he would need to take the product to an authorized dealer for all warranty consideration. A Briggs and Stratton rep provided him with a dealer in his area that he can take the unit too.
Customer Answer
Date: 05/15/2024
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.

My item is not fixed and THIS company does not stand by their WORD " guaranteed to start"

Regards,

***********************
Business Response
Date: 05/15/2024
Briggs and Stratton informed the customer that ALL warranty determination happens with our authorize dealers. Customer was provided dealers to take the product to.
Initial Complaint
Date:04/25/2024
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.
May 28, 2022, I purchased a Hyper Tough mower, Model: MNA152516 from Walmart.com. I only used it twice that year. In ********************************************************************** bad shape after having a water service line replaced.The other day I took the mower out and it would not start. Sometimes the cord would catch, other times it just extended without catching. After 20 aggravating minutes, I put the mower back in the garage. I went out later and tried again but with the same outcome. The owner's manual instructed me: "Please Do Not Return This Product To The Store. ************". The wait time was long so I opted to have them call me back. **** assumed the engine was the problem & quickly before I could speak, transferred me to Briggs & Stratton. That took me to a recorded message to help me find a dealer. I called the 800 number back and **** (who I could barely understand) did the same thing. I called a third time and requested a supervisor. **** (same person?) took my information and a few days later I received an e-mail the same thing:"All engine issues are handled by Briggs & Stratton, the company that manufactured the engine, including engine warranty issues." I visited the Briggs & Stratton website only to discover there is no contact information for consumers. I contacted Walmart.com and was told it was out of warranty (how was I supposed to know that the warranty would expire before I could use the mower a third time?). I ended up using my basic mower, purchased 35 years ago that started right up. However, I was strongly advised not to use it because the body was so rusted out that it's been held together by roofing tape. I managed to cut a third of the yard before the handles came completely off.This mower was used twice & there is obviously something wrong with it; this is a lemon and I want my money back or a new mower. I shouldn't have to pay a service center to fix a brand-new mower!
Business Response
Date: 04/30/2024
Briggs and Stratton provided the customer with 2 dealers in her area to take the unit too for a warranty consideration.
Customer Answer
Date: 05/01/2024
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.

******** provided me with 2 names of service dealers. One of them I had already been to where I stood in a long line and heard customers told they would have to leave their items for diagnostics at a significant cost so I left. Between the diagnostics and possibility to repair this mower I am looking to be out more money than what I paid for the mower which is still new. ******** feels the issue might be with the parts manufactured by another company and sent me to MTD *************). I called and was on hold for 38 minutes, 22 seconds before hanging up. It appears that the blame is being spread on different manufacturers on one mower.

Regards,

***********************
Business Response
Date: 05/02/2024
Briggs and Stratton rep explained that the warranty process to the customer. The rep CAN NOT provide the customer with any warranty considerations over the phone. The rep informed the customer if the issue is a engine issue than he needs to work with a Briggs & Stratton authorize dealer for a warranty consideration. The Briggs and Stratton rep also informed the customer that if it is a product issue he needs to reach out to MTD. The customer informed B&S rep that it is a product issue and not a engine issue.
Initial Complaint
Date:04/18/2024
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 and Stratton) mower in July 2023. The mower is having mechanical issues and not functioning properly in spring 2024. I believe the problem is still covered under the 2 year warranty. On 4/13/24, I called the support desk, no answer, so I requested a callback. On 4/14/24, I called the support desk again, no answer, so I left a message and requested a callback. On 4/15/24, I called the support desk and finally got an answer, spoke to a rep, left my contact information and began the warranty process. I was told Id be contacted within 2 days. After not hearing anything for a few days, I called the support desk on 4/18/24. Spoke to an individual who told me my inquiry was under review and I could expect contact in a few days. I believe her name was ****. She seemed annoyed, possibly sick, and irritated. I asked the rep to explain the process of warranty service to me because Id never been through the process before. I wanted to know how long my mower may be unusable, because it has now been over a week and there was still not even a decision or communication with me on whether or not it would even be covered. The rep hung up on me without answering my question. I then called back several times and no rep would answer the phone. Very poor customer service and what appears to be purposeful avoidance of warranty service.
Business Response
Date: 04/23/2024
Customer has been informed that he must take the unit to an authorized dealer for an inspection. ************ has been informed all warranty determination and decisions must be done by an authorized dealer.
Customer Answer
Date: 04/25/2024
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 was provided information regarding what action to take when experiencing a suspected manufacturer's defect for the Briggs and Stratton engine that came with my ****** riding lawn tractor. My issue is with the lawn tractor itself, not specifically the engine components. Obviously Briggs and Stratton has some sort of partnership with ******, and support through ****** is proving to be impossible to reach to resolve this issue with the lawn tractor. The documentation/owner's manual that I was given not specify which party is responsible for taking care of the consumer's problems. I would greatly appreciate any assistance that could be given in contacting a representative at ****** to help with warranty service.

Regards,

*********************
Business Response
Date: 04/26/2024
Briggs and Stratton has warranty over the engine not the product. The customer has been made aware that we he would need to reach out to ****** customer for more assistance. ****** Customer Support# ************ or ************
Initial Complaint
Date:04/18/2024
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 2 brand new mini excavators that are powered by Briggs & Stratton's 13.5 HP 420cc engines on 8/26/2023 for $10,496.97 Both pieces of equipment's fuel and oil were checked and found to be at the correct levels to start them up. The one engine shut down and failed to restart after 6 minutes of run time on the hour meter (from brand new - all zeros). The other engine performed flawlessly. Attempted restarts on the failed engine just made a clanking sound and so I contacted Briggs & Stratton who referred me to their certified local engine repair shop. I loaded the inoperable excavator with a winch onto a trailer and took it to the small engine repair shop, where it sat for a month before telling me that Briggs & Stratton would not authorize the repair shop to remove the engine from the excavator to take a look at is as they claimed that I would blame them if they reinstalled it and it did not work properly. I then took the entire excavator with engine still in place back to my mechanic who removed it from the excavator and brought it back to the repair shop. Again, it sat for over a month before I called to check on it, and was informed that Briggs & Stratton would not honor the 2 year warranty stating that it was user error, and claiming that I ran it without oil. As I stated previously, the oil level was correct prior to 1st start, and can attest that this was not user error of failing to add ************************ will not replace this engine which is still under warranty, with a manufacture date of ****** (that is how the data plate lists it), and a serial number *********
Business Response
Date: 05/09/2024
The customer was informed that he would need to seek another dealer. The customer was informed that more pictures would have to be submitted over to an authorized dealer for a warranty consideration.
Customer Answer
Date: 05/09/2024
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.

The Briggs & Stratton certified local company that will be doing the pictures for Briggs & Stratton is backlogged 6 weeks and will not get to it in that time. I reached out to my Briggs & Stratton agent who referred me to this location to see if another certified company nearby was ok to use, but did not receive a call back when I left a voicemail. I left my engine with the company referred to me by my Briggs & Stratton agent,; the one with a 6 week wait time until they can even send pictures... so I am without a working engine for at least this long and no resolution. Once a resolution is in place, I will gladly close out this complaint, but that timeline is dependent on Briggs & Stratton and their service partners.
Again, this engine had 6 minutes of run time (registered on the hour meter of the piece of equipment) and was started up with the correct oil level - I do not see what pictures will do, other than delay a resolution.

Regards,

***************
Business Response
Date: 05/15/2024
Briggs and Stratton has no control over the wait times from the dealers. We made contact with the customer and emailed more dealers in his area
Initial Complaint
Date:04/18/2024
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 our Toro lawn mower on 9/2/2023. The appropriate amount of oil was placed in it per the instruction manual. The lawn mower was used one time before the season changed. Once the weather changed in feb-mid april ******** weather), The lawn mower was used 4-5 times. During the last use, I heard clicking under the mower, checked the oil, and it was fine. Continued mowing and smoking started in the oil part, then a rod flew out of my mower. I couldnt quite understand cause the mower wasnt even due for an oil change, and the oil amount was fine. I brought my mower into forsyth small engine repar with the appropriate documentation. I also registered my engine on briggs and stratton prior to arrival. The first thing the owner said was, "We have been having more and more issues with briggs and stratton warranties. Please remember I am the middle man and have no control over their approval." The ownner sent the pictures to briggs and stratton and a week later, they DENIED my claim. The lawn mower isnt even a year old. I was FURIOUS and still am. I tried to call every briggs and stratton customer service number, and ALL of them tell you to go to a dealer with your issues. That is B.S. I should beable to talk to their warrenty department directly, and I should beable to speak to a live human being. I am now out 430$ and a mower. My mower should have been covered under warrenty. Esp. since every aspect was done right by the owners. I demand a refund or repalcement. I also would like to know why you cant get ahold of a single briggs and stratton employee. I will NEVER purchase a briggs and stratton again.
Business Response
Date: 04/26/2024
The customer has been made aware that the warranty claim is denied. Briggs and Stratton her the option to ship the engine in for a quality dispute.
Customer Answer
Date: 04/26/2024
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.

[Please type your response here.]

Regards,

***************************
Initial Complaint
Date:03/26/2024
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 purchase a Craftsman Power Washer from Lowes on 04/08/23. I used the machine 3 times until 12/2023 and the pressure stopped working.I contacted ***** who referred me to the manufactures warranty ***** They referred me to a local service center who refused to work on the machine because they don't pay. I called warranty ***** back and referred to another local service center who did take the machine. This was in December of 2023. It's now March of 2024 and I had to call 3x to get a response which they are telling me, the warranty **** has denied my claim because the pump overheated and this is my fault. I contacted the warranty **** who confirmed the same. I did not misuse the machine, I was simply power washing a garage floor as per the instruction manual and the machine lost pressure and blew out the relief valve. This is what a warranty is for. The warranty period is 24 months and this occurred within 7 months after 3 uses by a homeowner. I additionally asked to speak with the representatives supervisor which she was hesitant to do, saying they will just say the same thing she did. She finally placed me on hold to transfer me, a survey recording played, where I participated with my unhappiness with their service and then they hung up on me. I own many small engine machines, all which are taken care of and serviced regularly. I owned a power washer before this one, which I had for at least 10 years before it broke. I take care of my equipment and follow all manufacturers recommendations. Specifically in power washers after every use pump saver is run through the machine. This machine did not break because of something I did and just like the first service center they sent me to said, "They do not pay their warranty claims".
Business Response
Date: 04/03/2024
Customer has been informed that the warranty still stands at a denial. This issue is not MFG defect.
Customer Answer
Date: 04/04/2024
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 spoke to a representative of Briggs and Stratton who advised the issue is not a manufacturer defect. I disagree with this assessment as I was using the power washer as described in the manual. I was power washing my garage floor when the machine lost pressure. I did not misuse the machine or fail to keep up on any required maintenance. They claim the pump burned up. This is a closed unit that I have no access to nor is there any maintenance I could have done to prevent this. Pump savor was added after each use which was only 3 times. They tried to send me to Basani repair shop who refused to do the repair and their reason was, They dont pay. I have owned numerous Briggs and Stratton engines on many different small engine machines. I will never purchase another one again after this experience and I suggest anyone who reads this does the same. I spent over $400 on this power washer, used it 3 times, in under 6 months and it broke. But according to Briggs and Stratton this was my fault!! Very disappointed
Regards,

*************************
Business Response
Date: 04/05/2024
At this moment the decision still stands. The warranty is denied.
Initial Complaint
Date:03/23/2024
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.
As of 03/23/274 ... No Auger Belt for our 2017 Simplicity Snow Blower ... Response Unsatisfactory! I submitted a complaint on 01/11/2024 and received a response on 01/17 that the auger belt would be sent to the vendor along with our ************************ We received a call today 03/23 from our vendor (****************, ********, **) that they still are unable to get the auger belt and have now been put off until 04/09. This is 1 complete season that our Simplicity Snowblower is nothing but a paperweight.
Business Response
Date: 04/03/2024
The part will be received inside of our Briggs and Stratton warehouse on tomorrow. The part will go out sometime next week.
Initial Complaint
Date:01/17/2024
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 purchased a toro lawnmower mod ***** w a Briggs motor in the spring of 2023. From day one it smoked ( oil ) not enough to complain. After a few months the smoke doubled. Thats when I brought it to a Briggs warranty repair shop. After a month they called and said when they disassembled the engine it had grounded metal from the machining and wasnt cleaned well before assembly. Witch caused the damage to the cylinder and rings. They told me warranty should take care of the damage. Mind u it has 4 to 5 hrs on it. Calls me back again weeks later to inform me that briggs and stratton refused the claim stating that I must have ran it when new with no oil. Im very knowledgeable with engines. I have many motorized items. And when u unpack the mower it has warning labels on the engine stating there is no oil in the engine when shipped. They do give u oil with the mower in the box. You cant miss the label on the motor. To blame me for their mistake is very unfair. If it was my mistake I would own it.
Customer Answer
Date: 02/26/2024
Consumer advised BBB the issue was resolved

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Briggs & Stratton is NOT a BBB Accredited Business.