ComplaintsforScag Power Equipment

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Scag Liberty Z in the middle of grass cutting season last year. I had the machine only a few months then the season was over. When taking it out this season to mow my lawn I tried to change the level of the deck but could not get the pin in the hole that I desired. I called the company and was told they would repair it if possible. I explained to them that it is not repairable since the pin hits the frame. I again was told that they would move the items in the way to make it work. I am not a mechanic but I have enough common sense to realize this is not what I paid for brand new. I am not interested in having a machine that is refurbished. I bought brand new and should have a brand new machine. I want a refund.

  Business response

  06/17/2024

  Our internal staff and distributor staff have been in contact with the customer. We are currently working on a resolution to help satisfy the customer and will provide details once an agreeable resolution has been met.

  Thank you,

  Scag Power Equipment

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 15 2023 i purchased a Scag Patriot SPZ-52H-27sr that cost me $9,408.85. I was elated I always wanted a scag . Elation didn't last long. When the mower was delivered it has absolutely no gas at all and they didn't have the manual and oil for first oil change. I did receive the oil and manual in the mail later. So I noticed oil showing up by the motor after running it for a bit. I realized it was blowing out of the dipstick tube so I contacted Scag and got a response from a *************************** who at this time was friendly and helpful and arranged to have the mower picked up and looked at. It only had 4.1 hrs on it at this time. ***** was picked up and kept for a couple weeks. They would not tell me what work was done just that it was under warranty. I feel I have the right to know. Immediately upon getting it back I noticed it has 6.6 hrs on it when it only had 4.1 when it left anyways next thing I noticed was a pinging sound from motor that obviously was not normal and a really bad rattle from under the seat. I sent ***************** videos of the motor and the spring under the seat and let him know I just got it back and it's not right. He was not nice or helpful this time around at all. He told me he didn't know what I expected him to do about it. Basically washing his hands with me. I sent several messages after to which he just ignored. Very unprofessional. I just want the mower replaced. Finally someone from ***** outdoor power equipment called and said ******* would be contacting me. 3 weeks later they did and picked up the mower for the second time and had it for almost 2 weeks and put another 2 hrs on it. Again would not tell me what repairs were made just it was covered under warranty. Here yet again I get it back and do a test run and find out it doesn't have as much power, doesn't steer straight, sometimes it backfires after shutting off and sometimes it pops real loud when starting. Over $9000 and this will be 3rd time to shop and it only has 11 hrs on i

  Business response

  05/22/2024

  We are working with our distributor to resolve the issue.

  Thank you,

  Scag Power Equipment

  Customer response

  05/22/2024

  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.

  While I greatly appreciate the quick response. I still am not even close to satisfied because I still have a 9000 dollar mower that hasn't been right since day 1 and everytime it goes to get repaired it comes back with different issues. All I ever wanted was a Scag and finally I get one but it's literally been the worse mower I've ever had. Disappointed is an understatement. While the response doesn't really give any options to a resolution at least I got a response I guess. I hope for better communication from them and pray for a resolution other then just sending this one back to the shop cause that is unacceptable to me. They have had enough tries to fix it and have put 4.5 hrs on it out of  the total 11.2. Which my property is overgrown right now because I'm not comfortable using it knowing it's not right
  
  Regards,
  
  ***********************

  Business response

  05/29/2024

  The local Scag Power Equipment dealer where the machine was purchased is working with the customer to exchange the unit for another mower.

  Thank you,

  Scag Power Equipment

  Customer response

  05/30/2024

  [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. 
  Scag is making it right and will continue to have my future business for doing so. Thank you

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

  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a tiger car 2 in august of 2022. In the early summer of 2023 it burst a hydro line around 200 hours. Then I had the drive belt and deck belt break at around 300 hours. Then I started having an issue of the deck belt getting thrown and torn over and over. To date it has gone through around ***** belts. So with the other repairs it has been in the shop 20+ times over the last 7 months. I also had a hydro pulley fall off around October of 2023. Overall the big issue is the belt problem. Coming into this spring my dealer could not figure out the issue so he escalated it to the distributor. It took around 3 weeks before the distributor could make it out to inspect the mower. He could not figure out what the issue was and replaced the pto clutch. A day and half later of mowing and it threw the belt again. Since then there has been no clear plan on how to fix it, when it will be fixed, or that they will replace the mower. It is still under warranty. I spoke to the distributor directly and all he could tell me was that he did not have a plan and could not give me a timeline and that he would not replace the mower. He insisted that I be patient. I feed my family through my mowing business and scag has left me hanging. I have lost clients and work over the last two months due to the fact I have not been able to keep a consistent schedule. I spoke to a customer service guy today and there was still no clear plan although he promised to have one by the end of the day. At this point I just want a refund or a new mower. I cant keep testing out the new parts they put on it only to fall further behind schedule.

  Business response

  05/22/2024

  We are working with our distributor to resolve the issue.

   

  thank you,

  Scag Power Equipment

  Customer response

  05/22/2024

  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 offered a partial refund for the mower of $8,400. This is unacceptable as I have lost more money on the mower being down over 20 times than I paid for it. I paid around $12,500 or a little less initially. Do to consistency issues caused by the mower breaking down every couple of days I have lost around $10k in clients and another $5k in lost production. The mower is still under warranty and still not fixed. I have to replace it to keep my business afloat so I need a 100% refund. I did not appreciate that the distributor tried to dismiss the money I have lost so far as not relevant to the use I got out of the mower. I bought a scag to avoid losing money. Is this seriously how Scag treats their customers? 
  
  Regards,
  
  *******************************

  Business response

  05/29/2024

  The customer will be refunded for the purchase price of the mower.

  Thank you,

  Scag Power Equipment

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 Scag mowers less than a year ago and they have been in the shop for multiple issues ever since I bought them. The issues include a check engine light that came on immediately after purchase, an oil leak that caused the mower to catch on fire almost resulting in bodily injury, and a melting voltage regulator. I rely on this equipment for my business to stay running and they have done nothing to fix any of the issues. They just keep telling me they are unsure of whats wrong and I should be ok. With the amount of money I spent I should not have these issues and this type of customer service. I would like my mower to be replaced or refunded so I can purchase an another model from a different manufacturer.

  Business response

  04/24/2024

  Good afternoon,

  Our technical support group for the distributor in the customers territory (KPM Exceptional, Contact: ***********************) has spoken with the customer and the authorized Scag Dealer. A demo machine is being delivered to the dealer for the customer to use while his machine is being repaired. KPM Exceptional will be sending one of their field support technicians to the dealership to assist with the repair as needed. Once the customers machine has been repaired, it will be returned to the customer. At which time, they will take back the demo machine the customer will be using during the repair process.

  Thank you,

  Technical Service Department

  Scag Power Equipment

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new scag windstorm blower from ******* tractor in October of 2022 and at around 30 hrs part of the main impeller broke. I took it to the dealer and 2 + weeks later it was fixed. I used the blower 3 days this fall and it broke again at 59 hrs. The starter had failed and one of the drive motor pulleys broke so the blower would not even move. This time it was there another 2 weeks. I have got 12 hours into taking the blower to the dealer and picking it up from the dealer. I also had to make payments on the blower even when I cant use it because it is broken. I had work scheduled for the machine but because it was broken I had to use a backpack blower which is a lot slower and more time consuming so I actually lost money due to not having the scag blower for the efficiency. It was a quoted job but because I couldnt do it efficiently it took longer and time is money. I have been in contact with scag warranty and the distributor and neither one of them are willing to do anything. I have asked to get a new machine and start a new loan. I am just looking to get out from under this one because it seems to be a lemon. It is not dependable anymore. I know 5 other people in my area that have these same scag blowers and I havent heard any of them having issues like I am. All I am looking for is to get into a new scag blower and be free and clear from this lemon.

  Business response

  11/02/2023

  ****************** purchased a model WS23-37BV-EFI on October 14, 2022.  Our records and communication with the dealer indicate that the machine was returned to their shop for repair on two occasions.  The first date of repair is listed as December 22, 2022, with the second having been completed on October 30, 2023.  Both of these repairs were performed under warranty.  After completing the recent repair, the dealer stated that the machine is operating properly. ****************** picked up the unit from the dealer on October 31,2023.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Scag Cheetah 2 in April of 2023 and from day one it had a very ******** vibration. Both the dealer and distributor tried to fix the issue. After 25 hours of use the distributor agreed to replace the unit! The second unit ran .4 hours and had to have the Motor replaced, now with 7.5 hours it has broken a drive belt and both the idle pulley and tension pulley are sharp on the bottom. Its amazing that this is happening to another new unit and Ill Im hearing is take it back to the dealer! I want a full refund and will take my business to a company that can build a mower with out all the issues and run around!

  Business response

  08/10/2023

  Scag Power Equipment in conjunction with our distributor, Power ************* are working with the customer for a refund. 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Scag offers a discount to First Responders and Law Enforcement as per Scag website and local Scag dealer. Scag refuses to provide a discount to Correction Officers. **** does not define whom a law enforcement officer is, the law does. In ********, a Correction Officer is a law enforcement officer and a first responder per the law. By refusing to honor the discount for Correction Officers Scag is falsely advertising a discount that they will not honor.

  Business response

  07/28/2023

  Scag Power Equipment does offer a "First Responder Program" with eligibility to Fire, EMT, Police and Military personnel, our website clearly states Police, nowhere do we call out "Law Enforcement" (************************************************), our program also specifies "Police" Eligibility: This program is available to current and retired fire, police and EMT personnel, as well as active-duty military and military veterans. A valid service ID must be presented at the time of sale. We would like to offer the program to more people, such as nurses, teachers, correction officers, etc. unfortunately, we have limitations and do not include them.

  The Scag distributor that supports dealers in the Northeast specifies Police in their dealer program and spells out that correction officers do not qualify, "This program is available to current and retired ************* and EMT personnel, as well as active-duty Military and Military Veterans.  A valid service ID must be presented at the time of sale and a legible copy sent in with your claim. Correction Officers do not qualify". 

  Customer response

  07/28/2023

  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

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased SCAG mower from ************ Equipment in *******, ** on 8.5.22- used for 10 hrs and had issues with severe vibration and rattling - took it to ************ and found it to have a spindle issue - they replaced 2 spindles and blades (October 2022) - stored for winter - in ***** began using mower - at 20 hours again severe vibration, rattling - took back again to Wake Outdoor - Pat owner stated he had never had this issue before - replaced another spindle - Took home with 24 hrs- same issue again in ****** - rattling, vibration - took to Pat - asked him to contact representative for discussion - he stated he did - replaced ******, double pully - had it for over 10 days and did not contact us - we called him and he said it was ready - we asked about the representative - he stated he had contacted but nothing was done - *** and representative stated that issues with spindles at the factory - we contacted ***********************, representative, he then asked if he could take the mower to ******* Brothers in **********, ** for review - he took it and attached a note of what they needed to do (I find interesting) - they serviced the engine for recall and could not find any issues - 07.11.23 - cutting with mower 35 hours - loud pop and mower quit pulling - found large spring and belt laying on ground- called ******** x2 (we could not move the mower from the road) - he did not call us back - we then called ******* Brothers - they came and picked up mower - we have asked for the mower to be taken back as it is a LEMON - even willing to accept another mower - he refused - this is the 5th time mower has been in shop with 36 hours - we have spent more time hauling it back and forth than mowing - We have gone through all the channels but everyone acts like a 14K mower with issues is not a big deal- IT IS!! This is a commercial mower that we use for our small 3 acres - we have an older SCAG (9 years old) that has had ZERO issues - this is a LEMON and we want a REFUND!

  Business response

  07/17/2023

  A contact form was submitted by the customer and received by ********************** at 3:43 PM on 7/12/2023 stating "Issues with Scag mower and (regional) Representative".  A representative of Scag placed a call to the customer at 8:30 AM (eastern time) on 7/13/2023.  After listening to the customers concerns, **** explained that the regional distributor would be notified of the customers situation and a representative would be in touch to help.

  Per information received from the distributor on 7/14/2023 at 5:05 PM, the customer was given the opportunity to receive a new replacement machine of the same model/type, or their current machine would be repaired and returned to their home.  The customer has refused both options. 

  Customer response

  07/24/2023

  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.]
  We were contacted and requested a refund  we were informed that someone was working on it. We called again on Thursday July 20 and were inform then that our ************ were replacement or go get our mower. We have agreed to a replacement- at this time we are waiting for the replacement. I must say we have talked to representative and they have Never called back as promised  we are having to continue to reach out for updates  we have now been without miner for 2 more weeks  

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

  Business response

  08/01/2023

  Scag Power Equipment has received notification that the customer took possession of the replacement machine on July 27, 2023.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1i purchased a ****** Cheetah 2 model scz11-61v-38fx-evi. 07/12/22 .paid 13 thousand from ***************************** ************** ************.It has been a problem since I bought it. it only has 39 hours on it.When cutting grass it chokes down and stops cutting.It is only used to cut one acre personal house .We have taken it to four different dealerships to fix the problem and no one can fix it despite draining gas tanks changing filters etc it still chokes.W e have spent several thousand dollars trying to solve the problem.We need a new mower or get someone to solve the problem. Thank You,*********************

  Business response

  05/10/2023

  Our registration record do indeed indicate that this machine was purchased by ************ from ***************************** located in ********** ***** on 3/18/2021.  To date there have been no warranty claims filed for repairs completed on the machine.  

  After initial contact was received from ************, the Scag Power Equipment Distributor located in ***** was made aware and have been attempting to contact him via telephone and email in an effort to assist with his concern.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a Tiger Cat II Scag Mower from Equipment ************** in **********, ** on June 8, 2022. Over the last 3 months the Drive Belt fell off, the hydro pulley fell off, the wheels were not initially greased, bolts have come loose and the voltage regulator has had to be replaced. I called Scag Corporate and told them that we were sold a Lemon and requested a new mower. **** Corporate told me that I had to talk to the dealer it was purchased from to get a new mower. I called the dealer, who acted like this was no big deal and ask about a new mower only to be told that it has a great warranty and that only Scag Corporate could authorize a new mower and that they wouldn't do it. We are paying $13,000 for this mower and it probably won't even last the length of the loan. Completely dissatisfied and we want a new mower. I have also filed a complaint against Equipment Resources, LLC

  Business response

  09/15/2022

  Our distributor for this area has spoken to the owner, Mr. ************************* on Wednesday September 14, 2022. The unit has been repaired under warranty and returned to the customer. The customer stated the "his unit is fixed and working great." The customer is satisfied and the  complaint can be closed.

   

  Thank you

  Customer response

  09/19/2022

  [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. 

   

  I would also like to note that *********************, **************** Manager with Midwest ********************** and Supply (Distributor for Scag) went above and beyond to make things right.  We are very satisfied and thankful.  
  
  Regards,
  
  ***********************

  
  

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