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: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,
  
  ******* *********

• Initial Complaint

  Date:06/20/2024

  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.

  Purchased a new Stihl RMA510V Mower 10/06/22 with a three year warranty from 4 X 4 Country at * ********** **** * *************** ** ***** * ****************** ** The self propelled function is not working. I left it with them on 06/06/24 for repair. As of 06/19/24 they are unable to repair and are waiting for an answer from Stihl. I also filed a complaint with Stihl Support Ticket Number **************** Reference ***********. I am still waiting for an answer from the dealer and also Stihl.

  Customer Answer

  Date: 06/28/2024

  Complaint #********

  Resolved.

  Thank you,

  ****** ***

   

• Initial Complaint

  Date:05/10/2024

  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.

  Purchased Stihl model FS 50C gas weed whip from ************ ******** in St Paul. Unit was not performing as advertised - could not replace string on the device was not starting well. Took the weed whip back to Beiswenger's within two months. Service person said Stihl was having problems with the spool head on those specific units. Service person tried to install new line and was unable to do for many tries and finally succeeded with frustration. I told him this validated our concern with the unit. He said the only way they could give us another head was if we purchased one - they were out of stock so nothing could be done and left very frustrated. I called Stihl customer service and relayed and documented the problem with receipt information and all contact information. We were told we would be contacted by Stihl for a resolution - never happened! With the mowing season starting again this year we still cannot get string to go into the head just like what happened when it was brought back after initial purchase. We watched two video's several times how to install the line and how simple it is - wrong, just like the service/sales person told us as stated above We called the Stihl phone number listed in the owners book - it is located in Greece!! We were asked all of our information yet again and we were told we would be contacted within FIVE days to try and resolve the problem. I stated this was the second time of contacting Stihl wthout any resolution. I shared with her the significant disappointment with a product/company that claims to be the absolute premium manufacturer in their sector. I requested a phone number to call in the US - she said she did not have one nor could she connect me to the customer service department in the US. She suggested I try and look it up on the internet. We own other Stihl products and have never experienced anything like this. We are extremely disappointed customers that have tried twice to get our problem resolved and the selling retailer told us they knew of the problem. This is simply sad.

  Business Response

  Date: 05/17/2024

  Complaints Department.
  
  We have had the opportunity to research the complaint by the customer filed on 5/9/2024.

  Timeline:
  The customer initially contacted STIHL on 5/25/2022, via the STIHL customer support hotline. A previous employee made a single attempt to contact the customer and closed the case which is not in alignment with our standard protocols for making multiple attempts to make contact.

  Most recently, the customer again called our support center on 5/9/2024. The support center agent received call and escalated the case to our Technical Support Team for review. The STIHL Inc. support specialist began research and working on the case.

  Technical Support agent began research and contacting customer on 5/10/2024 at 3:26 PM ET
  The STIHL Inc. Support Specialist made several attempts in contacting the customer. We left voicemails providing the internal case number as well as the contact telephone number to reach us. The customer's case was closed on 5/13/2024 at 11:09 AM ET, due to no response from customer.

  STIHL is dedicated to supporting our customers and we will work directly with this customer to find a resolution that is mutually beneficial. We will be reaching out to the customer again and we ask that the customer contact us via the information left on their voicemail. Thank you. 

  Customer Answer

  Date: 05/19/2024

  The statement submitted by Stihl is absolutely not correct and true.  I made numerous calls to the published phone number on their literature.  The call location is located in Greece and the staff at this location is extremely difficult to understand.  After endless explanation of the ongoing problems with the unit (and just saw many complaints about their similar as ours on many websites) their supposed customer service staff said they would transfer me to a customer service person in the United States.  They could not do it!

  Just like our attempts to resolve the problem in 2022 Stihl has failed to follow up.  After filing this complaint, I did receive ONE phone message from a male stating who he was and the number to call back.  Guess what, I called back and was told there was no way to connect me to this specific person or follow up.

  Stihl has admitted they never followed up just after our purchase in 2022.  Additionally, we have not been able to use the unit, or find the correct head to fix the acknowledged faulty part - checked with several local retail locations and authorized repair location in our area with zero explanation why the part was not available.  In fact, both my wife and I know more about the faulty unit than any of Stihl supposed gold or platinum standard retailers and authorized repair locations in our area.

  After spending endless hours driving to and calling Stihl distributors, sitting on the phone forever trying to talk to people in Greece - Stihl has failed miserably.

  Additionally, it is almost fraudulent advertising for Stihl to flaunt they are an American company that will not stoop to selling the "Box Stores" because they do not meet the standards of their company.  I am a retired National Marketing Manager of a company that sold Billions of dollars to Box Stores and none of these retailers have failed as miserably as Stihl has in this case.

  In conclusion, I will not sit at home next to our phone waiting for someone from Greece to never call me back or leave a message with no way to call them personally back. The ball is in Stihl's court.

  It has been impossible to get a phone number for Stihl's corporate office so far, however I will continue to escalate through channels if necessary.

  Respectfully,

  ****** ** *****