ComplaintsforAriens Company

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  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

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I submitted an order with this company for some parts but wanted them delivered to a different address than mine due to this they "canceled" my order.l, but they **** the money out of my account. I have spoken with them and they keep saying it will be refunded but it has not. They are crooks do not do business with these lying thieves.

  Business response

  01/03/2024

  The customer spoke with ************************ customer service on 12/18 and 12/21. Where he indicated that the charge in question was showing on his account. We did check with finance and the payment that was on hold to cover the purchase was reversed on 12/18. I have also contacted our credit card processing company for verification and do not show a hold on this transaction for any dollars specified. Please contact your card company for verification current state. We certainly want to make sure that this is taken care of as we, as a business, would not hold funds for a purchase that was not fulfilled. 

• Initial Complaint

  11/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased in 2022 Ariens self-propelled push lawn mower which after using very little has:1) Rear wheels severely canting outward;2) Front self-propelled drive wheels not engaging / working;3) Engine knocking...yes...it has Ariens oil and is up to the current level.I bought an Ariens since it was made in ******* so I presumed the "Quality" of the mower would be superior and/ or the US company will stand by their equipment and take care of the customer if their product [mower] fails, as mine has since purchase.

  Business response

  12/13/2023

  Ariens has been in contact the customer and has partnered the customer with an ********************** dealership to do all necessary service to the level of the customers expectation. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased the Ariens razor self propelled lawnmower on April 20th 2023. I tried using the mower, the self propelled would not pull the mower, and wheels would not roll backwards. I did not get to use the mower for a few weeks later because of all the rain we had. I used it one time . I called Ariens on May 9th and was told to take it to their authorized repair shop. I called and was told Ariens would cover the repairs if it was only and adjustment, How is it my fault if the mower is not adjusted properly, plus the repair shop is almost an half an hour away. I am a 63 year old female who purchased this mower to make it easier on me.

  Business response

  05/11/2023

  Ariens has spoken to the servicing dealer and made arrangements for the customer to have their unit repaired under warranty with no out of pocket charges. This was communicated to the customer. Thank you! 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought this mower in the spring of this year. I noticed that it had some sort of oil leak. I took the mower to an authorized repair shop/dealer and it had less than 11 hours on it. A leak was found coming from the oil drain tube and was replaced. Ariens denied my warranty claim of $80.46 The reason I bought this mower was because of good reviews and the 3 year warranty.

  Business response

  12/09/2022

  We have contacted the servicing dealer to determine the status of this unit as the dealership is our eyes and ears in the field. It was determined that there was a crack in the oil drain. Because it's unclear the origin of the crack the dealership will contact Mr. **** and issue a credit for the repair amount of $84.46. We attempted to contact Mr. **** to relay the information however we were unable to connect, and a voicemail message was left.

• Initial Complaint

  09/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February of 2022 I purchased an Ariens snowblower (Mode #******) from Lowes for approximately $2,000. I used the machine 3 times and put it away in my heated indoor garage for the year where it has stayed. A few weeks ago I noticed that all of the oil had leaked out and it appears that the machine had an engine seal failure. I contacted ***** who in turn told me to contact Ariens. I contacted Ariens to file a warranty claim and was provided vendors who were able to do the service work. The vendors have refused to do the warranty work, stating that they refused to do work on Ariens products which were purchased at "box stores". So I have a $2,000 machine that is useless and it is still under warranty but no one will do the work. They are advertising a one year warranty which is essentially useless because no one will do the work if the machine is purchased at a 'box store'. I am seeking a timely repair, replacement, or refund. Proof of registration is attached.

  Business response

  10/03/2022

  Hello, We have been in contact with a dealership that has performed the repair under warranty and the dealership  has also contacted the customer and scheduled delivery for 10/5/22. Thank you 

  Customer response

  10/03/2022

  [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,
  
  ***********************************
  

*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. ↩