ComplaintsforBriggs & Stratton

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Briggs, 10 horse power engine for my sawmill from Brand New Engines, a Missouri based company in November of 2023. The problem was immediate. The engine was misfiring, surging and dying halfway thru a log. I called the seller and the directed to T and L ******************** in *****, ** as a warranty repair shop. I called the number and the person told me they had no way to mount the engine to test it. I then spoke to the owner who beat all around the **** and finally told me that if I brought the engine to him it would be four to six weeks before he could work on it. I asked if he could come to the mill and work on it because it is a huge job to remove it from the mill and he said no. I have tried to call Briggs and Stratton several times but cannot get to a live person. The **************** I bought it from will not even take my calls any more.

  Business response

  06/26/2024

  A Briggs and Stratton rep is attempting to make contact with the customer.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ****** 20" gas-powered lawnmower from ********** in October of 2021; the mower, powered by a 125cc Briggs & Stratton engine, came with a 2-year warranty on the engine. In summer of 2022, the engine blew out a piston under normal use and was repaired by ********** under the engine warranty. The ********** technician who did the repair in-house remarked about the poor build quality of the Briggs & Stratton engine, which had caused the piston failure. In summer of 2023, the engine again suddenly stopped working under normal use; as ********** no longer offered in-house repairs, I took it to an authorized Briggs & Stratton service center, Woodbine Equipment in ********, for warranty service on 8/14/2023. The mower has sat at the service center since that point, as Briggs & Stratton has dragged their feet on approving the repair under the warranty. I have called Briggs & Stratton on multiple occasions, and was assigned case #******* by them, but they have STILL made no movement to approve the repair at ******** Equipment. Woodbine Equipment has also attempted to reach them to no avail. I would like Briggs & Stratton to replace (or immediately repair) what is clearly a defective or poorly made unit. It was lightly operated and failed quickly and repeatedly.

  Business response

  06/21/2024

  A Briggs and Stratton has tired to reach out to the customer under case#*******. The customer who stated that he never submitted a claim due to the customer not wanting to pay for the tear down fee. Once the customer has made contact with the dealer and agrees to pay for the tear down fee a claim will than be submitted. All warranty consideration are completed by and through the authorize Briggs and Stratton dealers. 

  Customer response

  06/21/2024

  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 spoken to the service representative at ******** Equipment (the warranty service center), and he states that NO teardown is needed and NO teardown fee required, as the failure of the unit is clearly visible from a cursory examination. The service representative STILL awaits authorization from Briggs and Stratton to complete the repair. After multiple calls to their service line, Briggs and Stratton told me (the consumer) that the warranty service center (Woodbine) needs to contact the regional service center for authorization. The service representative at ******** says that is NOT the typical way repairs are authorized, and he still awaits permission from Briggs and Stratton.

  Briggs and Stratton appear to be giving me, the consumer, the "runaround," along with the authorized service center, Woodbine Equipment. 

  At the heart of the issue is the failure of a less-than-two-year-old mower. It was used less than 20 times, lightly, and has experienced a critical engine failure twice. I again ask for immediate repair or replacement of the unit, or a refund at this point. 

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

  Business response

  06/26/2024

  Briggs and Stratton rep spoke with the dealer (***) and he stated that the crank is bent, so the warranty claim would be denied. However *** stated that if ************** is willing top pay for the tear down fee upfront he will submit the claim for a warranty consideration.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a snapper HD 20in 80v walk behind mower from menards in 2020. The following summer ( 2021) my battery had failed. I had the hardest time possible reaching an actual human to speak to on the issue since the mower and battery were both under warranty. However when I was finally able to, they verified my warranty and directed me to bring my battery and charger to my nearest repair center ( in my case was Holland small engine repair in ******* mi) I did that, waited 5 entire weeks for them to tell me my battery was in fact faulty, and I was then directed to pick up my faulty equipment , with no repairs or replacements being made during that time. Fast forward an entire summer I had to pay to get my lawn mowed and several pain staking attempts to contact an actual human, and I was told they were sending a smaller battery to the service center I would have to drive another 38 miles once again to go pick up. But they promised me once the back orders of the correct battery were available again after the covid delay, that they would promptly send the correct battery as well. It is now 2024, the smaller temporary battery is now faulty. My mower is now out of warranty, And there is no way to contact an actual human to discuss the fact that I was promised a replacement battery when it was still in warranty and am now without a mower once again. I contacted the service center and left messages several times a year since I was promised the correct replacement battery, they have never returned my calls. And there is no phone number nor email for an actual human to verify that I was supposed to get a new battery while my mower was still under warranty. Instead I get told to drive 30 miles and have to pay ************************************ the temporary battery is faulty and then get told it would be another 320 dollars to replace. I shouldn't have to re spend close to what I paid for the mower for batteries I was already supposed to be receiving. Plus the hassle.

  Business response

  06/05/2024

  The customer was contacted and a voice message left declining to assist with a replacement battery, the battery warranty expired in 2022.  An email was also sent with the following information:

  Per your BBB inquiry, your mower was purchased in 2020. There is a 2 year warranty on batteries which expired in 2022. I have searched our database and can find no record of any communication with you regarding a replacement battery. I also contacted Holland Small Engine, they have no record of your Snapper mower or a replacement battery issue. This unit is two years out of the warranty timeframe, we are not able to assist with any replacement batteries.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new Toro Recycler mower with a Briggs and Stratton engine in April 2023. Purchased from ********** online. It leaked oil out of the air filter immediately. Brought it to Northside Power Center in ********, ** in November 2023. Didn't use it again until May 2024, and it leaked oil out the air filter again. Brought it back to ********* and now they say the engine is shot and that Briggs and Stratton will not cover it under their warranty. I previously filed a complaint with **** and they suggested it should be covered by Briggs and Stratton. I paid $477 for the mower and $100 to have it torn apart and inspected.

  Business response

  06/11/2024

  The Briggs and Stratton left a voicemail for the customer to give a call back to explain the Quality Dispute process. At this moment the warranty still stands as a denial and the customer only option is to send the engine in as a Quality Dispute. 

  Customer response

  06/11/2024

  [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. They are obviously not going to honor the warranty or offer me any alternatives, so just close the case. Thank you for your help nonetheless. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** purchased less than a year ago stopped working after second use this season. Pop noise in engine and machine shut off. Checked for gas and oil to find oil black with metal shavings. Took to repair shop and was told briggs denied warranty saying it was our fault for running without oil but when we checked the oil before bringing for repair there was oil in the machine with metal shavings.

  Business response

  05/24/2024

  Briggs and Stratton has attempted to reach out to the customer and left a direct message for the customer to reach them back on.

  Customer response

  05/29/2024

  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 response I received was that an attempt to contact me was made on 5/24/24 at @3:35 PM.  I have left 3 messages for the representative one on 5/24, 5/28 and 5/29.  None of these calls have been returned and in addition to the 3 messages left I have tried a total of 14 additional times with all calls going directly to a voicemail box.  I don't believe this company has any interest in trying to resolve my issue.

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

  Business response

  06/04/2024

  Briggs and Stratton rep has spoke with the customer and informed her that the claim is still denied due to lack of lubrication. ******* has been informed that the next option is to send her engine in for a Quality Dispute. ******* has been made aware of the process.

• Initial Complaint

  05/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The lawn mower says guaranteed o start and it does not start please help.

  Business response

  05/14/2024

  Informed the customer that he would need to take the product to an authorized dealer for all warranty consideration. A Briggs and Stratton rep provided him with a dealer in his area that he can take the unit too.

  Customer response

  05/15/2024

  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.
  
  My item is not fixed and THIS company does not stand by their WORD " guaranteed to start"
  
  Regards,
  
  ***********************

  Business response

  05/15/2024

  Briggs and Stratton informed the customer that ALL warranty determination happens with our authorize dealers. Customer was provided dealers to take the product to.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 28, 2022, I purchased a Hyper Tough mower, Model: MNA152516 from Walmart.com. I only used it twice that year. In ********************************************************************** bad shape after having a water service line replaced.The other day I took the mower out and it would not start. Sometimes the cord would catch, other times it just extended without catching. After 20 aggravating minutes, I put the mower back in the garage. I went out later and tried again but with the same outcome. The owner's manual instructed me: "Please Do Not Return This Product To The Store. ************". The wait time was long so I opted to have them call me back. **** assumed the engine was the problem & quickly before I could speak, transferred me to Briggs & Stratton. That took me to a recorded message to help me find a dealer. I called the 800 number back and **** (who I could barely understand) did the same thing. I called a third time and requested a supervisor. **** (same person?) took my information and a few days later I received an e-mail the same thing:"All engine issues are handled by Briggs & Stratton, the company that manufactured the engine, including engine warranty issues." I visited the Briggs & Stratton website only to discover there is no contact information for consumers. I contacted Walmart.com and was told it was out of warranty (how was I supposed to know that the warranty would expire before I could use the mower a third time?). I ended up using my basic mower, purchased 35 years ago that started right up. However, I was strongly advised not to use it because the body was so rusted out that it's been held together by roofing tape. I managed to cut a third of the yard before the handles came completely off.This mower was used twice & there is obviously something wrong with it; this is a lemon and I want my money back or a new mower. I shouldn't have to pay a service center to fix a brand-new mower!

  Business response

  04/30/2024

  Briggs and Stratton provided the customer with 2 dealers in her area to take the unit too for a warranty consideration.                                                                                                                                                       

  Customer response

  05/01/2024

  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.
  
  ******** provided me with 2 names of service dealers. One of them I had already been to where I stood in a long line and heard customers told they would have to leave their  items for diagnostics at a significant cost so I left. Between the diagnostics and possibility to repair this mower I am looking to be out more money than what I paid for the mower which is still new. ******** feels the issue might be with the parts manufactured by another company and sent me to MTD *************). I called and was on hold for 38 minutes, 22 seconds before hanging up. It appears that the blame is being spread on different manufacturers on one mower.
  
  Regards,
  
  ***********************

  Business response

  05/02/2024

  Briggs and Stratton rep explained that the warranty process to the customer. The rep CAN NOT provide the customer with any warranty considerations over the phone. The rep informed the customer if the issue is a engine issue than he needs to work with a Briggs & Stratton authorize dealer for a warranty consideration. The Briggs and Stratton rep also informed the customer that if it is a product issue he needs to reach out to MTD. The customer informed B&S rep that it is a product issue and not a engine issue. 

• 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,
  
  ***************************

*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. ↩