Business Profile

Gasoline Engines

Briggs & Stratton

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

115 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/25/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Husqvarna riding lawn mower in March 2020, I have used the lawnmower now for 2 years. In August of 2022 the engine completely seized up on me. I took the mower to a True Value in ********** ********* for service as the lawn mower is under a 2 year warranty. I spoke to ********* previously, there was a BBB complaint filed against them as well. They advised me to bring the mower to True Value and it would be handled, so that is what I did. I get a call from True Value stating that my claim was denied due to lack of maintenance. This Lawn Mower has only been through 2 seasons. I have replaced the oil in the engine in September 2021. There is no way that an engine would completely seize up within 2 years of purchase. After the engine seized, the lawn mower sat for 3 months and has not run since. I will also be reopening my claim with Husqvarna as well. If they are not able to *************, I will be looking for reimbursement for the purchase of the mower.
Business Response
Date: 11/08/2022
After carefully review the customer case. ********************** and ********************** will be shipping in the engine for a Quality Dispute.
The engine will be analyzed by our engine Quality Dispute team. The customer has been notified that his engine
will be shipped into our ********* location for an inspection.
Customer Answer
Date: 11/08/2022
[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 will agree to this for for now, however, in my interactions with Briggs and Stratton. I was lied to twice on the phone call by the representative. I have also communicated with the local dealership that had disassembled my mower engine, and they determined that the problem was a manufactures default. So between me being lied to twice and the dealer advising of what the problem is I am not too confident that I will get the results that I am looking for

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:10/24/2022
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 Craftsman mower with a Briggs and Stratton engine on 5/07/22 it broke down 3 months into using it. The automated phone for Briggs and Stratton sent me to ********** of *********** who currently is waiting on Briggs and Stratton to help pay for the repairs. its been 2 month and I have tried contacting Briggs and Stratton myself by both phone and email to no avail. At this point if they wont help me fix their POS engine I want a full refund for their product. The product is under warranty for 1 year through B&S and then 3yrs warranty for Lowes after.
Business Response
Date: 10/28/2022
Warranty claim has been approved, Once the engine becomes available it will be ship to the dealer for repair.
Initial Complaint
Date:10/12/2022
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 am writing to request a call from the Executive Corporate Headquarters within ******* regarding customer support issues. please call ************
Business Response
Date: 10/13/2022
The customer was contacted by ********************** & **********************. He was requesting information on a replacement rewind starter for his engine.
Customer Answer
Date: 10/13/2022
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 are in discussions still

Regards,

*******************
Business Response
Date: 10/14/2022
The customer was contacted, ********************** & ********************** provided information on a replacement rewind starter for his engine. The customer also offered feedback for our part distributors' website.
Customer Answer
Date: 10/14/2022
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.] The supposed ***************** Manager" was not at the level I expected as far as a resolution. Once again I asked for some at the Corporate Offices Executive Offices ( and only that office ) for customer escalations contact me at ************ ask for Jay

Regards,

*******************
Business Response
Date: 10/18/2022
The customer has been contacted again and the case has been resolved
Initial Complaint
Date:10/10/2022
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 Briggs & Stratton snowthrower and unable to get service support as per the warranty agreement. Unable to find a number or email address and service centers listed do not have anything to do with Briggs & Stratton. Found a contact but it was for the the parts dealer and they did not have any contact information regarding service warranty. The also don't sell the required parts to fix this issue either. This is my only option for resolution.Issue is a result of a tire on it keeps going flat and it is slow enough that I no longer could return to store I purchased from. I took it to the "service center" listed on their site but I had to pay for service and they said they had no affiliation with Briggs & Stratton and don't do service work. I paid for their service and they did not tell me what they fixed. This issue has returned and I would just like to replace the rim and tire completely. Unfortunately, I am still having issues and with no recourse but this to fix the issue.
Business Response
Date: 10/21/2022
Customer was informed to take his unit to AE Outdoor Power to replace the wheel. The repair will be covered through Briggs and Stratton.
Customer Answer
Date: 10/26/2022
[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. Though I would like noted last time I did this it was flat again in a month, this was prior to this complaint.

Regards,

***************************
Initial Complaint
Date:10/10/2022
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 Husqvarna riding mower from Lowes in ********, ******** on 08/25/2020 so the mower is still under warranty. In July of 2022 the cam shaft went out and when the dealer I took it to ******************** *******, **) tried to order a new cam shaft they were told that they were back ordered until at least Dec 2022 or Jan 2023. I talked to Husqvarna about the issue and they told me I would have to talk to Briggs & Stratton. I was given several different phone numbers but none of them give me the option to talk to a person. They tell me to contact my local service dealer ************* which I already did. They are ones that tried to order the cam shaft. I am upset that I have been without a lawn mower for several months and it looks like I will be without one for several more months since I cannot get in touch with anyone at Briggs & Stratton. I feel like they should replace the motor in my mower if they cannot get the cam shaft replaced in a timely manner.
Business Response
Date: 10/12/2022
Made contact with the service center Farm & ************ on 10/11/2022 and confirmed that the part was available for them to order. Customer has been notified that the dealer placed a order for the part and it is available.
Initial Complaint
Date:10/07/2022
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 had bought a craftsman lawn mower from Lowes in ********, ******** back in May of 2022. Mid July, the engine started to rev extremely loud. I took it to a service center to get fixed, but it turned out there was a faulty governor in the engine. Briggs and Stratton required pictures. On 9/27/22, they required a 3rd round of pictures. In that amount of time, #1 the engine could have sent to them to physically look at it, and #2, the engine was in pieces. How long does it take to long at a broken engine. I called Briggs and Stratton 7 times, and the customer service was complete garbage and they swore up and down that it wasn't their issue, meanwhile, its their engine that is broken. I was finally able to pick up my mower on 10/1/22. I went to cut my grass 10/6/22, I cut half my backyard, and there was gas now leaking through the air filter. I called the center where I dropped it off, and they said that its A MANUFACTUERS DEFECT with the carburetor, specifically with the needle valve. That is now the 2nd defective engine I received. At this point, I do not want to have a 3rd engine that's going to die. I really want my money back, but unfortunately, Briggs and Stratton, Craftsman, or Lowes can not or will not help me. Now having a 2nd engine that doesn't work, I think do deserve to have my money back. Also leaving a complaint to Briggs and Stratton did not work, because they never got back to me after leaving a complaint, after I called the BBB saying that they would. This was the only way to reach and contact the BBB. Please contact me ASAP. ************ or ************************* thank you
Business Response
Date: 10/21/2022
Several attempts have been made to reach the customer and discuss his case. The customer has not yet returned any phone calls.
Initial Complaint
Date:10/01/2022
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 brand new Briggs and Stratton whole house generator back in *** Had it professionally installed Ran fine at its 15 minute and 45 minute intervals. For months. Then when hurricane *** hits after 24 hours it just stops. The error codes state battery and running too fast. And the installer just put in a new battery when they installed the unit. I was without power 20 hours thanks to their shoddy generator. I have lost all the food in my fridge I expect them to forgive three payments on the cost of my generator for a total of $972 Its ridiculous to have a brand new generator for after 24 hours operation It is still down and not working.
Customer Answer
Date: 10/17/2022
I still do not have a generator that works
Parts are on back order

Since I was shipped a defective generator from the factory that failed during a hurricane right when I needed
I expect a percentage of the cost of the generator to be refunded to me

And the company has not gotten back to me yet regarding that request
Customer Answer
Date: 10/18/2022
Now my generator company tells me it shows delivered yesterday to their warehouse

Cant make this up LOL

But I still feel I have a legitimate grievance here

Their genetic died during a hurricane when I needed power after 33 hours of operation on a brand new generator

That is failed quality control
And I expect a percentage of the the price refunded to me

Briggs & Stratton still hasnt gotten back to me about that issue

Thanks again
****

On Tue, Oct 18, 2022 at 08:52 ********************* <********************> wrote:
Hi *****
I followed up with my generator company and they still do not have the part that they HOPE will make the generator work

I have heard nothing from Briggs and Stratton since initial contact

There are such things as lemon laws

How can they as a company expect me to pay for something that doesnt work and that as far as I know due to lack of communication they arent taking steps to fix?

Thanks for your help in resolving this matter
****

Business Response
Date: 10/21/2022
At this time Briggs and Stratton will not be participating in additional monetary reimbursements.. The dealer is working with our Home Standby Tech Team in regards to helping repair the customer's unit.
Initial Complaint
Date:09/25/2022
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.
We purchased a Briggs & Stratton 20kW Aluminum Standby Generator System (200A Service Disconnect + AC Shedding) model #***** in May, 2018 for $5081.94 and spent a few thousand to have it installed. The generator was installed by a licensed electrician and an Authorized Diamond Dealer for Briggs and Stratton who has serviced this unit to date. We have had nothing but trouble with our generator absolutely NEVER working during a power outage since we received it! Our authorized diamond service technician has replaced part after part on this generator and once again it is not working and we have a hurricane coming this week! We live in ******* and have frequent power outages due to storms and EVERY SINGLE TIME this generator has not worked. I want a replacement or refund in full for this lemon that you sold to us because we did not spend that amount of money to be sleeping at someone else's house because we have no power or AC every single time we need this generator to work. Completely unacceptable!!!
Business Response
Date: 10/05/2022
We are attempting to reach out to the customer, we need additional information. Once we have the information we will work with to resolve the issue.
Customer Answer
Date: 10/05/2022
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 want a refund or complete replacement. This unit has never worked one time when needed since the day we purchased. The exact same part keeps failing over and over, unacceptable.

Regards,

***********************
Business Response
Date: 10/10/2022
At this moment our Briggs and Stratton Tech Support is working with the dealer to get this resolved for the customer.
Customer Answer
Date: 10/11/2022
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.

Working to resolve my complaint is not resolving my complaint. As stated twice before this generator has never worked even one single time when it was needed because of failing parts and poor workmanship of the generator that was sold to us. The same parts have been replaced numerous times because they are substandard and this generator is a lemon. We would like our money refunded in full or a brand new replacement generator of better quality installed.
Regards,

***********************
Business Response
Date: 10/21/2022
Home Standby Tech Support team is working closely with the dealer ( **********************************) to help solve this issue with the customer's generator
Customer Answer
Date: 10/24/2022
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.

Clearly there is a manufacturers defect in either the starters, that have had to be continually replaced, or in the unit itself. There is nothing normal about going through that many of the same part over and over and over without there being some sort of manufacturer's defect. There is an implied warranty of merchantability that when we buy something there isn't a significant defect where the product doesn't do what it's supposed to do, and this generator never has so clearly this is an inherent defect.

This unit has never worked when we needed it to and I am not being unreasonable to want to have a generator that works when needed. Under the federal ************************* Warranty Act, after a number of repair attempts the customer must be permitted to choose between a full refund or replacement.

If you give me another year warranty, what will we do when the starters or everything else, keep needing replacement after that?

Regards,

***********************
Business Response
Date: 10/28/2022
***** has accepted the offer that tech support presented to her to repair her unit.
Customer Answer
Date: 10/31/2022
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 asked ***** to please write in that the extended warranty for my generator includes the labor as well as the parts, he emailed that it would include labor as well however I have still not received that written warranty stating parts and labor back from them.

Regards,

***********************
Business Response
Date: 11/01/2022
Extended warranty letter has been mailed out to the customer as of today. The letter does stated that the extended warranty would include, parts labor and travel time.
Customer Answer
Date: 11/02/2022
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.

Once I receive said warranty letter listing labor etc I will respond appropriately.
Regards,

***********************
Initial Complaint
Date:09/07/2022
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.
On May 12th, 2022 I purchased a brand new Husqvarna lawn mower Model # YTH24V54 (receipt attached) from the Runnings store in **********************************. This lawn mower has a three year bumper to bumper warranty. On June 2nd, 2022 with only four hours on the meter it broke down. On June 3rd, 2022 I brought it to *********** Red Power in ********************************** (nearest Husqvarna servicing dealer) The *********** Red Power staff then brought it to ****************** Sales and Service in ***********, ** 51334.(Briggs and Stratton servicing dealer) Because the reason for the break down involved the engine which is a Briggs and Stratton. Shortly thereafter I received an update from ****************** Sales and Service that the governor was what had broke and was backordered. I have called them once a month since including today Sept. 7th, 2022 and each time have been told that the governor is still backordered. I have tried contacting Husqvarna multiple times and each time get directed to Briggs and Stratton. I have tried calling Briggs and Stratton multiple times and have never been able to speak with anyone and have never received a call back. Their warranty is worthless if they cannot provide the parts needed to fix the lawn mower. I am requesting either a full refund or an exchange as I have waited over three months for them to do right by their warranty and they have failed to do so.
Business Response
Date: 09/22/2022
The dealer is resourcing the part out of from Briggs and Stratton warehouse to finish the repair on the customer unit.
Initial Complaint
Date:09/06/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a 12 kw Fortress Standby Generator System that is still under warranty. There is a problem with my Briggs & Stratton Automatic Transfer Switch. It does not re-transfer from generator power back to utility power automatically. On April 19, 2022, I had a power outage and the transfer switch failed. When the power came back on the generator did not transfer the utility power back to the house.. I contacted my dealer because Briggs & Stratton will not speak with customers -- they deal only with authorized dealers. To date my dealer has not been able to get the part from them to repair the transfer switch, and for more than 4 months I have been without a properly working generator.I expect Briggs & Stratton to honor the warranty and provide me/my dealer with the necessary part to repair/replace the transfer switch.The dealer is ********************************************, ********************************. Phone number is ************
Customer Answer
Date: 09/21/2022
I have had two calls from Briggs and Stratton. *********** will be replacing the transfer switch on my generator.

They will contact the distributor from whom I purchased the generator and the distributor will contact me when he has the part to do the repair.

As of today I am waiting for the distributor to get in touch with me.

***********************
Business Response
Date: 09/22/2022
At this time home standby tech support is working with the dealer to get a replacement board for the customer.
Customer Answer
Date: 09/22/2022
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 had a phone call from a representative from Briggs and Stratton on September 16. He indicated that they would replace the entire transfer switch and not just the board. The reason he gave was that if the board had been damaged there might be other damage as well and it would be better to replace the entire transfer switch and not just the board.

Regards,

***********************
Customer Answer
Date: 10/04/2022
I have not heard directly from Briggs & Stratton since the middle of September. I have had an email from the distributor regarding an order to Briggs & Stratton for a replacement transfer switch -- email was September 27.

As of today the replacement has not been done.

I'm assuming the distributor is waiting to get the transfer switch from Briggs & Stratton -- then he he do the replacement work.

I will not consider the case closed until the replacement has been done.
Business Response
Date: 10/05/2022
Briggs and Stratton is aware of the global supply chain with getting parts. The dealer is working with Tech Support to get the part in a timely matter to finish the repair.
Business Response
Date: 10/10/2022
The dealer has ordered the switch, per the Standby Tech Support request. Once the switch has arrived the customer will be notified.
Customer Answer
Date: 10/11/2022
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.

This last response said the dealer has ordered the transfer switch and it has me a bit confused.

I had a call from ***** at Briggs & Stratton yesterday and he said the dealer has not yet ordered the switch and that he has not been able to get a response from him.

I called the dealer this morning -- but could not leave a message as his mailbox was full.

Regards,

***********************
Customer Answer
Date: 10/21/2022
I have heard from Briggs & Stratton and also the dealer - ******** Generator.

Briggs & Stratton has offered to replace the transfer switch on my generator -- but the dealer has to place the order and do the replacement work.

I spoke with the dealer on October 18. He said that he ordered the transfer switch and it should be here next week.

I asked Briggs & Stratton yesterday to confirm that the dealer, *******************, ordered the transfer switch -- but no one has gotten back to me to confirm that it was ordered.

I was expecting that the work/replacement would be done by the end of September and am still waiting. The problem with the generator happened on April 19.
Customer Answer
Date: 11/08/2022
I spoke with my dealer (****** Generator) yesterday. He said the he was still waiting for the part (transfer switch) from Briggs & Stratton. I spoke with Briggs $ Stratton about 2 weeks ago and the rep said the transfer switch was going to be mailed then.
I sent an email to Briggs & Stratton yesterday asking about the delay in mailing the transfer switch. As of this morning I have not had a reply from them.
Once my dealer receives the transfer switch he will arrange for the repair/replacement.

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

Business Response
Date: 11/16/2022
The dealer (******** Generator) has received the transfer switch. The dealer will contact the customer to set up a time and date to install the switch.
Customer Answer
Date: 11/16/2022
[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. ******************* delivered the transfer switch to my house. Am now waiting for the electrician to remove the old one and install the new one,.

Regards,

***********************
Business Response
Date: 11/23/2022
The *** was delivered to the dealer. The customer has been notified of the delivery.
Customer Answer
Date: 11/23/2022
[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 have the transfer switch and am waiting for the electrician to do the replacement. The weather needs to be a bit warmer for the work.

Regards,

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

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