ComplaintsforBriggs & Stratton

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ****** (Briggs and Stratton) mower in July 2023. The mower is having mechanical issues and not functioning properly in spring 2024. I believe the problem is still covered under the 2 year warranty. On 4/13/24, I called the support desk, no answer, so I requested a callback. On 4/14/24, I called the support desk again, no answer, so I left a message and requested a callback. On 4/15/24, I called the support desk and finally got an answer, spoke to a rep, left my contact information and began the warranty process. I was told Id be contacted within 2 days. After not hearing anything for a few days, I called the support desk on 4/18/24. Spoke to an individual who told me my inquiry was under review and I could expect contact in a few days. I believe her name was ****. She seemed annoyed, possibly sick, and irritated. I asked the rep to explain the process of warranty service to me because Id never been through the process before. I wanted to know how long my mower may be unusable, because it has now been over a week and there was still not even a decision or communication with me on whether or not it would even be covered. The rep hung up on me without answering my question. I then called back several times and no rep would answer the phone. Very poor customer service and what appears to be purposeful avoidance of warranty service.

  Business response

  04/23/2024

  Customer has been informed that he must take the unit to an authorized dealer for an inspection. ************ has been informed all warranty determination and decisions must be done by an authorized dealer. 

  Customer response

  04/25/2024

  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 was provided information regarding what action to take when experiencing a suspected manufacturer's defect for the Briggs and Stratton engine that came with my ****** riding lawn tractor. My issue is with the lawn tractor itself, not specifically the engine components. Obviously Briggs and Stratton has some sort of partnership with ******, and support through ****** is proving to be impossible to reach to resolve this issue with the lawn tractor. The documentation/owner's manual that I was given not specify which party is responsible for taking care of the consumer's problems. I would greatly appreciate any assistance that could be given in contacting a representative at ****** to help with warranty service. 
  
  Regards,
  
  *********************

  Business response

  04/26/2024

  Briggs and Stratton has warranty over the engine not the product. The customer has been made aware that we he would need to reach out to ****** customer for more assistance. ****** Customer Support# ************ or ************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 brand new mini excavators that are powered by Briggs & Stratton's 13.5 HP 420cc engines on 8/26/2023 for $10,496.97 Both pieces of equipment's fuel and oil were checked and found to be at the correct levels to start them up. The one engine shut down and failed to restart after 6 minutes of run time on the hour meter (from brand new - all zeros). The other engine performed flawlessly. Attempted restarts on the failed engine just made a clanking sound and so I contacted Briggs & Stratton who referred me to their certified local engine repair shop. I loaded the inoperable excavator with a winch onto a trailer and took it to the small engine repair shop, where it sat for a month before telling me that Briggs & Stratton would not authorize the repair shop to remove the engine from the excavator to take a look at is as they claimed that I would blame them if they reinstalled it and it did not work properly. I then took the entire excavator with engine still in place back to my mechanic who removed it from the excavator and brought it back to the repair shop. Again, it sat for over a month before I called to check on it, and was informed that Briggs & Stratton would not honor the 2 year warranty stating that it was user error, and claiming that I ran it without oil. As I stated previously, the oil level was correct prior to 1st start, and can attest that this was not user error of failing to add ************************ will not replace this engine which is still under warranty, with a manufacture date of ****** (that is how the data plate lists it), and a serial number *********

  Business response

  05/09/2024

  The customer was informed that he would need to seek another dealer. The customer was informed that more pictures would have to be submitted over to an authorized dealer for a warranty consideration. 

  Customer response

  05/09/2024

  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.
  
  The Briggs & Stratton certified local company that will be doing the pictures for Briggs & Stratton is backlogged 6 weeks and will not get to it in that time. I reached out to my Briggs & Stratton agent who referred me to this location to see if another certified company nearby was ok to use, but did not receive a call back when I left a voicemail. I left my engine with the company referred to me by my Briggs & Stratton agent,; the one with a 6 week wait time until they can even send pictures... so I am without a working engine for at least this long and no resolution. Once a resolution is in place, I will gladly close out this complaint, but that timeline is dependent on Briggs & Stratton and their service partners.

  Again, this engine had 6 minutes of run time (registered on the hour meter of the piece of equipment) and was started up with the correct oil level - I do not see what pictures will do, other than delay a resolution.
  
  Regards,
  
  ***************

  Business response

  05/15/2024

  Briggs and Stratton has no control over the wait times from the dealers. We made contact with the customer and emailed more dealers in his area

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased our Toro lawn mower on 9/2/2023. The appropriate amount of oil was placed in it per the instruction manual. The lawn mower was used one time before the season changed. Once the weather changed in feb-mid april ******** weather), The lawn mower was used 4-5 times. During the last use, I heard clicking under the mower, checked the oil, and it was fine. Continued mowing and smoking started in the oil part, then a rod flew out of my mower. I couldnt quite understand cause the mower wasnt even due for an oil change, and the oil amount was fine. I brought my mower into forsyth small engine repar with the appropriate documentation. I also registered my engine on briggs and stratton prior to arrival. The first thing the owner said was, "We have been having more and more issues with briggs and stratton warranties. Please remember I am the middle man and have no control over their approval." The ownner sent the pictures to briggs and stratton and a week later, they DENIED my claim. The lawn mower isnt even a year old. I was FURIOUS and still am. I tried to call every briggs and stratton customer service number, and ALL of them tell you to go to a dealer with your issues. That is B.S. I should beable to talk to their warrenty department directly, and I should beable to speak to a live human being. I am now out 430$ and a mower. My mower should have been covered under warrenty. Esp. since every aspect was done right by the owners. I demand a refund or repalcement. I also would like to know why you cant get ahold of a single briggs and stratton employee. I will NEVER purchase a briggs and stratton again.

  Business response

  04/26/2024

  The customer has been made aware that the warranty claim is denied. Briggs and Stratton her the option to ship the engine in for a quality dispute. 

  Customer response

  04/26/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a Craftsman Power Washer from Lowes on 04/08/23. I used the machine 3 times until 12/2023 and the pressure stopped working.I contacted ***** who referred me to the manufactures warranty ***** They referred me to a local service center who refused to work on the machine because they don't pay. I called warranty ***** back and referred to another local service center who did take the machine. This was in December of 2023. It's now March of 2024 and I had to call 3x to get a response which they are telling me, the warranty **** has denied my claim because the pump overheated and this is my fault. I contacted the warranty **** who confirmed the same. I did not misuse the machine, I was simply power washing a garage floor as per the instruction manual and the machine lost pressure and blew out the relief valve. This is what a warranty is for. The warranty period is 24 months and this occurred within 7 months after 3 uses by a homeowner. I additionally asked to speak with the representatives supervisor which she was hesitant to do, saying they will just say the same thing she did. She finally placed me on hold to transfer me, a survey recording played, where I participated with my unhappiness with their service and then they hung up on me. I own many small engine machines, all which are taken care of and serviced regularly. I owned a power washer before this one, which I had for at least 10 years before it broke. I take care of my equipment and follow all manufacturers recommendations. Specifically in power washers after every use pump saver is run through the machine. This machine did not break because of something I did and just like the first service center they sent me to said, "They do not pay their warranty claims".

  Business response

  04/03/2024

  Customer has been informed that the warranty still stands at a denial. This issue is not MFG defect. 

  Customer response

  04/04/2024

  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 spoke to a representative of Briggs and Stratton who advised the issue is not a manufacturer defect. I disagree with this assessment as I was using the power washer as described in the manual. I was power washing my garage floor when the machine lost pressure. I did not misuse the machine or fail to keep up on any required maintenance. They claim the pump burned up. This is a closed unit that I have no access to nor is there any maintenance I could have done to prevent this. Pump savor was added after each use which was only 3 times. They tried to send me to Basani repair shop who refused to do the repair and their reason was, They dont pay. I have owned numerous Briggs and Stratton engines on many different small engine machines. I will never purchase another one again after this experience and I suggest anyone who reads this does the same. I spent over $400 on this power washer, used it 3 times, in under 6 months and it broke. But according to Briggs and Stratton this was my fault!! Very disappointed 
  Regards,
  
  *************************

  Business response

  04/05/2024

  At this moment the decision still stands. The warranty is denied. 

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of 03/23/274 ... No Auger Belt for our 2017 Simplicity Snow Blower ... Response Unsatisfactory! I submitted a complaint on 01/11/2024 and received a response on 01/17 that the auger belt would be sent to the vendor along with our ************************ We received a call today 03/23 from our vendor (****************, ********, **) that they still are unable to get the auger belt and have now been put off until 04/09. This is 1 complete season that our Simplicity Snowblower is nothing but a paperweight.

  Business response

  04/03/2024

  The part will be received inside of our Briggs and Stratton warehouse on tomorrow. The part will go out sometime next week.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a toro lawnmower mod ***** w a Briggs motor in the spring of 2023. From day one it smoked ( oil ) not enough to complain. After a few months the smoke doubled. Thats when I brought it to a Briggs warranty repair shop. After a month they called and said when they disassembled the engine it had grounded metal from the machining and wasnt cleaned well before assembly. Witch caused the damage to the cylinder and rings. They told me warranty should take care of the damage. Mind u it has 4 to 5 hrs on it. Calls me back again weeks later to inform me that briggs and stratton refused the claim stating that I must have ran it when new with no oil. Im very knowledgeable with engines. I have many motorized items. And when u unpack the mower it has warning labels on the engine stating there is no oil in the engine when shipped. They do give u oil with the mower in the box. You cant miss the label on the motor. To blame me for their mistake is very unfair. If it was my mistake I would own it.

  Customer response

  02/26/2024

  Consumer advised BBB the issue was resolved
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased lawn mower at ******* on 05/25/2023. Lawn Mower broke 10/06/2023 took it to authorized service dealer (**********************) There was a long period that I did not hear from them. I called them back and they took the engine apart, they took pictures of engine parts and sent them to Power Distributers. Power Distributers denied the claim stating that there was not any lubricant in the mower and they will not reopen the claim. There was oil in the mower when I took the mower in **********************. I would like a new engine in the mower or replace the mower.

  Business response

  01/25/2024

  Briggs and Stratton has spoken with ************** and informed him that Power Distributors and The engine quality team both agree the engine failed due to lack of lubrication. The customer was informed on the Quality Dispute process to send in the engine in for further evaluation. 

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 14th, 2022, I purchased an Ariens Edge 42-inch zero turn mower from my local Lowes store located in ************, *****. I am a retired Navy Veteran and shop Lowes as they offer a 10 percent military discount to Military Veterans. I paid a total of $3,214.05 for this mower (I have a copy of the original receipt). In October 2023, I experienced problems with the mower where it would not start and stay running. Some further information to add:Ariens Edge 42 Model ****** Serial number ****** Total number of operating hours when I started experiencing problems: **** Engine is a Briggs and Stratton Model # **N8770074G1 Serial # ************* I tried troubleshooting the problem myself by changing the fuel filter, cleaned the air filter, replaced both spark plugs and checked the battery for voltage. The battery had sufficient voltage at ***** VDC. When I could not resolve and fix the issue at hand myself, I went to the Ariens website an found an authorized Ariens Dealer who provides service and repairs. That dealer is ******************** located in North ********, *****. I took my mower to ******************** for repair on the 28th of October 2023. On 28 November 2023 I visited Salemis, and the engine had been removed and sent to an Ace Hardware in Port *******, ***** for repairs. Since then, none of the service techs, Department Managers or Assistant Managers at Salemis have been able to receive any information from Briggs and Stratton on process of repairs under the warranty.The Standard Warranty Terms in the Briggs and Stratton Operators Manual that came with the Ariens Edge Operators Manual states on page 10 that for Consumer Use the warranty is good for 24 months. If Briggs & Stratton cannot help communicating with ******************** in North ********, *****, then how do I go about having this mower repaired, receive a refund, or a replacement?

  Business response

  01/10/2024

  Briggs and Stratton has spoken with the customer and explained to him why their was a delay in getting any results about his engine. The dealer needed to become authorize before the claim was submitted. The customer was informed that he will receive a call from Ace hardware when the claim has been completed 

  Customer response

  01/12/2024

  [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 of *********: I have reviewed the response made by the business in reference to complaint ID ********.  Briggs and Stratton has authorized a new engine for my Ariens Edge 42 zero-turn mower. ***************************** in North ******** ***** where my mower is being repaired stated on January 10th **** that the new Briggs $ Stratton engine to be provided to ***************************** is on backorder, the estimated shipping date is 22 February ****.  
  
  Respectfully,
  
  ***********************
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a portable generator 2 weeks ago. I unboxed it, only to find that a wheel was missing. As instructed, I called the phone number listed on the packaging and owners manual rather than returning it to the retailer.The phone number was only a recording sending me to a website listing nearby service centers. One appears to have been out of business for years, while the second was a private residence. I refuse to spend time chasing service centers.I started looking for customer service contact numbers online. Every functional phone number has the same number directing me to the website. Some phone numbers listed on the internet purposely had only 9 digits, so that they were basically non-functional.I found email tabs for customer service that did not allow an email to be created, but were actually links that sent me to the page listing service centers.I somehow stumbled onto a fill-in form to submit, which I did a week and a half ago. The form said I would get a response in two business days, but havent been contacted yet. I dont know if the system even created a ticket for this issue.Briggs and Stratton obviously does not have a customer service entity, or at least one not available to the public. Can the BBB assist in making Briggs & Stratton respond to me?

  Business response

  01/15/2024

  Briggs and Stratton has reached out to the customer requesting more information

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted a Briggs and Stratton Installer in ************** **** who is part of a network of installers for Briggs and Stratton in *********. The installer did not install the infohub hardware into my generator but he did create an account with my name but he also failed to register my generator with Briggs and Stratton. I have called, left messages and emailed Briggs and Stratton numerous times and nobody is willing to solve my issue. I believe someone in their IT department could remove my fake account created by the installer, then have someone in the company register my generator with B&S. This entire operation should take less than 10 minutes but nobody is willing to help me solve this issue, it should be an easy fix. I have been exchanging emails with *****************************, ************************************* and ***************** who's emails is ********************** and works at ****************************************************************. This should be a very simple fix but so far its been impossible to get any help from this company. The electrician who installed the generator refuses to have any contact with me. All he does is sell and install generators for Briggs and Stratton and he provides no customer service. I just want this fixed. I am a Disabled Combat Veteran living on a fixed income, if I could pay someone to fix this I would but it can only be fixed by Briggs and Stratton.

  Business response

  01/05/2024

  The customer can visit ********************** and ********************** website to register his product. He can also work with Infohub Customer Support in regards his Infohub device. If the customer has any other questions or concerns he can reach out to Infohub Customer Support ************

*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. ↩