Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the Ariens Deluxe 28-inch snowblower from ****** on 12-15-24. Since the purchase, it has broken down three times. We tried to return it to ******, only to be told we had to contact Ariens, the manufacturer. I called them and was told they would not accept a return, even though it has broken down three times. We are in the heart of winter with a worthless snowblower that we cannot use. This is still under the manufacturer's warranty. It is obvious to me that this company does not stand behind its machines. I will be warning people against this company.

  Business Response

  Date: 02/24/2025

  AriensCo stands behind every machine produced with a factory warranty that covers the cost of parts and labor to repair a defect in the machine. In regard to this machine, we have been in contact with Mr. **** and the dealership that he worked with to get it repaired.  The dealership made the necessary repairs and had the machine ready for Mr. **** on 1/31/2025.  We will absolutely stand behind the machine through the warranty and will reach out to Mr. **** and the dealership to ensure the machine is functioning as it was intended.

  Customer Answer

  Date: 02/25/2025

  [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. 
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  Date:12/28/2024

  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.

  The Ariens snow blower I purchased has had multiple problems since I bought it on January 5th 2022. It has been in for warranty 2 times for oil leaks and is leaking oil again now. Warranty is about to run out. During the first oil leak repair they found a random bolt down in the lower drive area as well. An exhaust bracket broke and needed to be replaced. The last 2 seasons it would not start the first time for the season. I brought it in the first time for warranty and I got blamed for it and charged 250$. This December when I couldn't get it running I used starting fluid to get it running and avoided being charged by the shop again. I have talked to Ariens customer service and they told me I am stuck with it and can go through warranty. I am tired of dealing with what I thought was going to be a reliable machine. I do not trust it anymore and do not want it.

  Business Response

  Date: 01/07/2025

  Mr. *******,
  
  Were sorry to hear you are having issues with your Ariens Sno-Thro. I have shared your information with our **************** Team, and am glad to hear they have already followed up with you to:
  
  - Discuss a repair through your warranty, as well as any future issues related to the seal leaking due to a defect in the seal or casting.  
  - Confirm what they have learned from the dealership who has already serviced your Sno-Thro.
  

  If you have further questions, please don't hesitate to reach out to us. 

  Sincerely,
  
  **** *****
  AriensCo Director of Marketing,Communications & PR

  Customer Answer

  Date: 01/09/2025

  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.]

  I have spoken with a representative about the oil leak issues. They told me it should be good to go now. I would like a written commitment to this problem so if the oil leak comes back I have something to fall back on. I have been told the leak was fixed before, only to have it show up again. If they are insistent that I keep this machine I want something to back this up.

  We had a discussion about the starting issues after sitting for a while and I will try their recommendations for that issue. 
  
  Regards,
  
  *** *******

  Business Response

  Date: 01/17/2025

  Rod, 
  
  If the engine leak re-appears with no signs of a foreign object causing the leak between now and 1/5/2028 Ariens will cover the cost of the engine and the labor to replace the engine on this machine. We want to ensure that the repairs made by the dealership resolve the issue, if the leak appears for the 3rd time, replacing the engine will ensure that whatever is going on with the current engine will be resolved.    
  
  Please reach out with any questions!  
  
  ***** BARANCZYK   |   SR. MANAGER, CUSTOMER SUPPORT

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 walk behind self propelled mower costing roughly $600 at the beginning of the mowing season this year. Got it home and within the first few hundred feet and the front collapsed and it appeared the front height adjustment was missing or broken off. Nothing crazy with the lawn. They suggested that it might have simply happened during delivery. It was crazy to me that this would happen, and initially I sought a refund because of how absurd it was to me that such a severe fault would happen so soon. But I gave them a chance and while it was terribly inconvenient for me to transport it 3 hours away(each way) and wait months for it to be repaired. I went along with it. So here I am, missing most of the mowing season for my area while my mower was being repaired, I finally get the mower back(6 more hours of driving) I get it home and prepare to mow for the first time since its return and the same part is broken off again. This time I was able to find it. Its a super thin piece of stamped metal. I believe this is a defective design/part It costs me an entire day and a full tank of gas each time I take it for warranty work. I would like Ariens to buy me out of the mower or replace mine with a superior model that does not contain the same design flaw. Come get it or arrange for shipping if you want the product back, but due to the costs to me and the product flaw that appears to be a repeating issue I would rather not continue doing repeated warranty work without getting any use of the product.

• Initial Complaint

  Date:09/04/2024

  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 #****** mower on 4/23/23 for $656.14. Quality isssues immediately. Left front wheel fell off. Gas cap falls to ground. But the main problem was the inability to pull the thing in reverse when the self propell is disengaged. Began with the emails to the company on 11-7-23 and sent 5 by 7-30-24. Been to the "authorized repair center" numerous times. The first time I picked it up from ********** Barn", after they had the thing for 9 weeks on 1-10-24, I started the mower up in my garage and the issued HAD NOT BEEN RESOLVED!!! Returned to the Power Barn on 1-11-24 and showed ***** (emoloyee) what was wrong and she acknowledged there was a problem. The latest attempt to get this resolved was initiated by a 6-24-24 email. I received a call on 6-28-24 saying there is a fix and Ariens would send it to the Power Barn via **** the following Monday (7-1-24) and she had talked to the Power Barn and they were expecting to see me soon. I went to the ********** the following day and they said as soon as it arrives, they will contact me to get my mower in for the repair. That was two months ago and still no call. I did receive and email on 8-7 from ***** ********, in response to ANOTHER EMAIL, saying the Power Barn would contact me within ***** hours. But nothing!! The model # was changed from #****** to #******. So Ariens is now knowingly marketing this new model # with the same quality issues! Comments for the new model # on their own website are not impressive. 3 "zero" star ratings and 8 "one" star ratings out of 14 reviews!!!!! (Zero to five stars with five being the highest). Should have returned it immediately after purchase but I thought maybe I needed to figure out how to make it work right. WRONG!!!! This is a total bu**sh*t design!!! Thanks for any help!!!!!!

  Customer Answer

  Date: 09/23/2024

  The question was, is this mower under warranty?  The response is yes, it is under warranty.  Purchased on 4-20-23 and came with a 3 yr warranty.  Thanks you!!!!!!!

  Business Response

  Date: 10/21/2024

  We have reached out directly to the customer to discuss. Please keep this open so we have time to work with him. Thank you.

  Customer Answer

  Date: 10/21/2024

  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 was left a voice mail on Friday, 10-18-24, to return a call.  Haven't as of yet returned the call because I fear they will want me to do more of the same that I've done over the last 1.5 years!!!!  Haul the mower over to ********** Barn" with no results!!!!!  Even ***** at the repair facility didn't know what to do to fix the problem!!!!!  This is a serious design issue and I'm not sure there is a reliable, permanent fix!! And it's not just me having a concern!!  Look at the various reviews!!!  Not a lot of positive remarks!!!  There is even a ******* video that details the problem of wheels not able to roll in reverse once the self propell is disengaged!!  So they leave me a voice mail and I'm supposed to accept this as a serious attempt to resolve the complaint??????????????  Nope!!!
  
  Regards,
  
  ***** ********

  Business Response

  Date: 11/05/2024

  We were able to work with Mr. ******** through our dealership, ********* Barn, to resolve this issue on Oct. 29. The AriensCo **************** Team spoke to Mr. ******** on Oct. 25 and scheduled ********* Barn to pick up the mower from his home on Oct.28. They were able inspect and repair the drive system to ensure it was rolling as intended when the mower was pulled backwards. The mower was returned to Mr. ******** on Oct. 29 and our dealership went over how to operate the REFLEX drive system. Thank you!

  Customer Answer

  Date: 11/07/2024

  [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. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:08/27/2024

  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 an Ariens Ikon XD 52. Has been a nightmare trying to work with this company. I have 40 hours on this piece of equipment and the entire motor is destroyed. Due to their engineering disaster, The seat hits the motor and has literally destroyed itself. I have came across multiple people reporting their seat and engine covers being replaced which leads me to believe they too have experienced this. My entire engine cover, guards, and internal fins of the motor are completely busted, broke off, worn down, and melted. The fly wheel has sawn into the back of the seat where I sit! Glad it didn't hit my spine!!! I have reached out to ariens multiple times and was given the run around, and excuse after excuse. Trying to contact them during Covid was a joke, and now no one wants to address their engineering flaws that has allowed the seat to come anywhere near the moving parts of the engine and allowing it to saw into the seat where I sit. I have only 40 hrs on this piece of equipment and it is destroyed. ARIENS does not stand behind their warranty or their company. They play games, delay, and hope to pass you warranty dates. On top of their poor communication and little to no help they provide, you'll be told to see a service center. They'll wash their hands clean of the problems they've in fact caused. I really would like them to take this machine back and see what they have caused. What if the would have sawn into the seat far enough while in operation and hit my spinal cord???? ARIENS should be ashamed for how they treat customers. Do your research, buy from someone else.

• Initial Complaint

  Date:07/22/2024

  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.

  This mower has known defects yet they ship them to stores anyway!Its a $600 mower and the height adjustment lever constantly falls forward and SCALPS the lawn. Also we purchased this mower because it is supposed to be good for mowing slopes. Well guess what? Whether on slopes or on level ground the rear wheels LOCK UP when pulling the mower backwards! After trying to make myself believe that maybe there is some sort of break in curve I decided to ****** this mower and found out that there are HUNDREDS of people with the same mower and the same problems. Been trying to reach Ariens by telephone for almost a week now to no avail. I've also tried contacting them on ******** requesting someone call me but they won't respond.

  Business Response

  Date: 07/25/2024

  Hello- We have been in contact with **************. We are working directly with the retailer where the product was purchased to come to the resolution ************** is requesting. We have contacted the customer for a few additional details regarding purchase location and are awaiting his response so that we can complete this process. 

  Customer Answer

  Date: 07/25/2024

  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 have in fact spoken with someone from Ariens but no resolution has been reached. I have not received any response from the retailer and was told by the Ariens representative that they couldnt guarantee the retailer would issue a refund.
  
  Regards,
  
  *******************

  Business Response

  Date: 07/26/2024

  We have received the information from ************** needed to contact the retailer in *******, **. We spoke with the retailer on 7/25/2024 at 4:30pm and the store indicated they will be reaching out to ************** to make arrangements for the unit to be brought in and processed as a return with a full credit. 

• Initial Complaint

  Date:07/12/2024

  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 Ariens mower from Lowes 2 years ago. The day it was delivered the battery was dead, we charged it and attempted to mow but it was not working properly, contacted Lowes they offered to just swap it for a new one. No problem thought it was just a fluke and I was able to mow for one whole season. May 5th I was mowing and all of a sudden the handles were moving loosely, the noise was very loud, it lost all power and oil starting coming out. On May 6th I called Lowes it was past the protection with them so they had me call Ariens. I did and after establishing when where i purchased, the hours that were on the mower he said I would have to take it to one of at ***. an approved service provider. Dropped it on May 8th. Picked it up May 30th. Mowed May 31st. Same exact issue died in the middle of the yard oil everywhere, CEC came and picked it up May 3rd, the whole spot where the mower was was covered in oil, so unfortunately it killed the grass. CEC kindly brought it back on May 20th. Mowed on May 23rd, same issue mower dead in the back yard, oil everywhere another huge dead spot. CEC picked up on June 24th. Needs complete new engine, head gasket is blown. Brake doesnt work all the pieces are plastic so if they tighten it anymore it will snap, Plastic bushings instead of barring hence all the rattling a blown head gasket, I had them put on new blades while it was there, $70, I have not had a mower Since May I have had to pay to have my yard cut ******, we have to huge dead spots from oil and we have our lawn serviced. CEC has been great, However we cannot get anywhere with Arians. I have called I have messaged I tried to call one more time yesterday and I was on hold for almost two hours. Hence filing this report. Mowers are not cheap and to keep having the same problems means it is a faulty piece of equipment that is not safe to operate then to have yard damage and the extra expenses to have the yard mowed!!!

  Business Response

  Date: 07/16/2024

  We have been in contact with our dealer partner, *** Turf and Tractor, where we spoke to their service coordinator regarding the status of this unit, and it was determined by their service department that a new engine is needed. In accordance with the dealership this unit is in their dealership now and a pre-approval request has been sent to the engine manufacturer to replace the engine on this unit. The Ariens manufactures warranty of the machine does not cover the engine. Engine warranty is covered directly through the engine manufacture per the warranty statement. However, due to the complexity and extended time for repairs the customer has experienced, a one-time goodwill exception has been made to the policy and we have expedited the process by shipping an engine directly to the dealership for a full repair under warranty. This has been communicated to the *** Turf and ***************** coordinator and they will be informing the customer of the repair/time frame.  

  Customer Answer

  Date: 07/25/2024

  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.
  
  Hello, while I appreciate the quick response with the engine replacement I can not accept this solution yet. I have not received the mower back to be able to test it. I was going to wait to respond until I did receive it and do a test run but there is a response deadline time so I did want to respond that yes the engine has been repaired. However I can not say this resolves the issue yet. As stated its was a plethora of issues and since this was already a same model replacement mower  I need to make sure all issues are corrected. I have been told to expect delivery today so hopefully I can respond back that all issues are corrected in the next couple of days

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

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealing with this company and its warranty **** is an absolute nightmare stay away !!!! Buy a **** Deere

  Business Response

  Date: 07/11/2024

  ******************** did reach out to AriensCo customer service on July 8th, 2024, at *******. Per the recorded call there was a discussion where ******************** indicated that ****** was requesting a number that was needed for Lowes to do the repair on the customer's mower. ************************ does not provide any kind of warranty repair number in partnership with ******************************** indicated that ************************ would contact both Lowes, to get an understanding of the number they were requesting, as well as contact a AriensCo authorized dealership for service support under the manufactures warranty. Upon contacting ****** and speaking with **, as ******************** indicated we should, ** informed us that the customer does not have a ****** extended warranty on the unit and there is not a number needed. We also contacted a local AriensCo authorized dealership to confirm they are able to assist with warranty repair for ********************. 
  An email summary was sent to the customer with this information. The email also indicated once the unit was taken to a servicing dealership for diagnosis and if a manufacturing defect is found that the repair would be covered under the manufacturer's warranty. 

• Initial Complaint

  Date:06/03/2024

  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 what was sold to me as a brand new gravely mower with full warranty from an authorized dealer. It developed an issue with the deck linkage around 80 hours where the deck can fall off while in use and is also a safety issue because it can fall off transporting. I filed a warranty claim over 6 months ago with the dealer because this is not a consumable part and it should not be falling off. Ariens/Gravely has not approved the warranty this whole time, it's still pending. This was sold to me as a commercial mower to make money. There is no money being made with the deck falling off and spending time hauling it home which is a huge issue alone and then getting the linkage back up. I have to hop off every 10 minutes to kick it back on and watch that part falling off more than I am mowing. I should not have to buy the replacement part or modify a mower that is just hitting 100 hours and was sold to me as new under full warranty, to make it work as it was sold to me as working. I get a lot of people that ask me about my Gravely and I hate having to tell them how much the company neglects a customers that spend as much as a used car on a mower and to steer clear.

  Business Response

  Date: 06/03/2024

  Hello- Thank you for bringing your situation to our attention. I was able to find a registration for model and serial number *************. Is this unit in question? Also, can you provide the dealers name that filed the pending warranty so that I am able to reach out for clarification? And to confirm, the unit was taken in for repair to an authorized Ariens serving dealer, repair work was not performed, and the dealer was looking for preauthorization to administer the repair? The typical process is the unit is taken to an authorized Ariens servicing dealer, the unit is diagnosed for repair, the repair is performed, and warranty is filed. Im just trying to understand the scenario so that I have information for a resolution.
   If the 994149-000169 is indeed the unit in question the warranty on that unit is good through 4/2027 or 1000 hours whichever comes first.
  Looking forward to hearing from you. Thank you- ************;

• Initial Complaint

  Date:03/30/2024

  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 an ariens ikon xd 2 years ago. Its got only 200 hours on it and while it was still under warranty the kawasaki 651 23hp motor completly fell apart on the inside. The push arm under both pistons crumbled and upon further inspection one pf the bolts connecting the piston tp the arm broke. All other bolts were in one peice, 4 total. It really seems odd being that this mower was highly maintained that such a catastrophic issue would happen. In my opinion it a defect in product. The cast material that crumbled holding the ******* looked odd in the areas where the break occured. I mean this is a lot of money for the top rated mower in the box stores. Very disappointed. Now i had run accross some supplemental warrenty paper issued by ariens online stating the engine was only warrantied for 200 hours. Funny mine only has exactly 200 hours. I have not used it in the last year after buying a skag mower but trying to start it back up was when ghis happened

  Business Response

  Date: 04/03/2024

  Reviewing records on Mr. ******** mower model ****** serial ****** the last interaction located was from April 2021 when the Dealer, Summit True Value, replaced the customers seat and engine guards under warranty. At that time the unit had 15 hours on it in comparison to the 200 hours as currently stated. Mr. ******** unit does have a 300-hour/3-year warranty (whichever comes first) on the unit itself from manufacturing defect and the Kawaski engine also has a 3-year warranty, from date of purchase, supported by *******.
  At this point the unit was out of warranty as of February 6th,2024, as the unit was purchased on February 6th, 2021. However, I would suggest that ****************** take his unit into a Ariens authorized servicing dealership to be diagnosed. Once the dealership has determined the cause of failure the dealer can then reach out to Ariens dealer service support.