Home Depot Complaint - Broken Lawn Mower - Toro Lawn Mower Model 20331, Serial No. 290062114
WARRENTON, VIRGINIA -- I googled Home Depot, Toro, and "complaint", just to see if anyone else has had a similar experience to mine. Sure enough, there were so many I couldn't count. The first one I looked at had an experience nearly identical to mine and in the same time frame. The short form of my experience is that, after all the correct procedures for storing, oiling, etc., my lawn mower with less than a total of 10 uses stopped working. It just would not start. I checked the oil, it was fine and full. Then, when pushing the mower from place to place I heard some rattling. After a long inspection, I saw metal parts in the oil pan. Then, when draining the oil, I saw broken screws and metal parts were coming out of the oil pan, small enough to pass through the hole.
I called Home Depot, they told me to not bring it in, that I should call Toro. I called Toro, they politely said I should take it to the authorized repair representative. When in the repair shop, the representatives agreed that the broken parts is not a good sign and the engine is shot. They told me that Briggs man comes around weekly and they would get me a new engine. I was feeling great about Home Depot, Toro, and Briggs. Then, the repair man called, and told me that in order for him to even open the engine and assess the damage, he would be charging me $75 per hour. No matter what I said or how I explained the warranty, the good treatment, etc., he refused to listen. I contacted Home Depot, they refused to look into the matter. Toro, had made it very clear early on that they were not even involved and that they were doing me a favor by telling me to take it to the repair shop.
Then I realized something, I realized that all these customer service organizations are very polite, they eventually answer your call. So, you can't really complain about them being "non-responsive." But, they are trained to give you "polite" lip-service and send you elsewhere, hoping somewhere along the way you will run out of gas or perhaps your engine will blow up and give up. They are right. I gave up, thinking $400 is not worth the aggravation. But, in the mean time, I lost respect for all three merchants. I will try the Japanese vendors next time.