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Toro Co Complaint - Bad Customer Service
Toro Co Complaint

Toro Co Complaint


Bad Customer Service

I have a Toro blower that is still in warranty. The warranty manual explicitly states to take the product back" to who you bought it from".

I took it back to Home Depot and was told they didn't take care of products under warranty and to contact Toro customer service. I was told by customer service to take it to any Toro dealer. The Toro employee suggested that Morgan Ace Hardware in Woodstock Georgia would swap it for a new one. I took it to Morgan (around trip drive of 70 miles) and was told they only sold Toro mowers and did not handle ANY service claims on handheld products.

Today I called Toro and told them what happened and the customer service representative told me that the Ace Hardware was mistaken and that I could take it to any Toro dealer and if they gave me a problem to have them call Toro. I took the blower to Franklin Equipment in Cartersville, Ga. and the employess and owner told me the exact same thing the Ace Hardware employee told me. "We don't sell blowers, we don't handle warranty claims and we aren't calling anybody".

When I pointed out what the Toro customer service representative told me, they said that Toro "don"t own this store" and they only would service what they sell. I called Toro again and was told I should have checked before I drove to Franklin Equipment (they were adamant that I just had to take the blower to a Toro dealer and never mentioned calling before I made the 78 mile round trip) and that I would just have to keep checking until I found a place. I asked to have a supervisor call me. In the mean time, I called another Toro dealer in Cartersville (Phillips Equipment) and explained what happened and all I had been through with Toro trying to get them to back their warranty.

The lady I talked to should be put in charge of Toro Customer Service. She was the only one that had any sense. She said the same thing I had told Toro "if Home Depot is going to sell Toro, they should be made responsible for doing the warranty paper work even if they are not going to fix them". She took my name , address, phone number, the blower model number and serial number and eight minutes later called me and told me the problem had been taken care of and I would receive a new blower within five days.

All this without even laying eyes on the blower.

I don't want to use her name for fear of Toro taking some form of retribution on her for not seeing the blower before taking action. I just want Toro to know that they don't ever have to worry about me having to deal with their nonexistent customer service ever again because I have bought my last Toro product.

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