Toro Complaint - Poor Customer Service
Resolution Update on 08/06/2008:
Update! Well, Toro is still missing in action. As far as Toro is concerned I am stuck with their poorly built mower. However, Home Depot came through for me. Although this whole problem is not Home Depot's fault, they have stepped up to the plate and allowed me to return this crappy mower and receive a full refund. They even reimbursed me for the money I spent having the mower repaired. Home Depot is great. Toro sucks!!
I purchased a Toro LX425 riding mower from Home Depot and the first time I tried to use it discovered the battery was dead. Called customer care and was told to boost it using my car and jumper cables. That didn't work. Called customer care again and was told to buy a battery charger and use that to get the battery going. That worked, at my expense. Then, after the second use under normal usage conditions, when turning a corner, the blade became bent and the pulley belt severed. When I called customer care they told me to get the parts at the local dealer and replace them, so I did. I tried the mower again, and again I had to charge the battery for an hour, and the pulley severed yet again, with no bent blade this time. I emailed Toro customer care through their website twice over the course of a week and each time received a message on screen that said I would hear back in 2 business days. But... They never contacted me at all. Absolutely nothing. I wrote a letter to the president of Toro and what seemed to be a low level manager called me and told me that Toro sells the mowers to Home Depot and they in turn sell to consumers, and that said I should be contacting Home Depot with any problems I have with the mower(but that is another story altogether).
Never owned a Toro product before, and other than this, I never will again. Really surprised by their lack of customer service.
I now have a useless mower that I just paid $1500 for and have used for less than 5 hours. Also, I have spent several hundred dollars on the battery charger and the replacement parts. My grass is very tall...