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My husband and i purchased a craftsman t240 46 in riding lawnmower from Lowes on 3/19/2020. The lawn mower wouldnt crank a little over a month of us having it.
Since we purchased a 4 year warranty we called Lowes and they had a company service the lawnmower. We never heard what the issue so we called and were told it had a bad battery. A few weeks later the same thing happened with the lawnmower not cranking. We called again this time inquiring on a replacement or refund and were told it was over 30 days since we purchased and that we werent eligible for either of those.
We asked for it to be serviced again. They scheduled for it up he picked up. We waited a few weeks and no one ever came so we took the battery to autozone to be tested. They said the battery was dead and charged it for us.
The next day the same issue lawnmower wouldnt crank. We went to Lowes and purchased a battery and changed it ourselves. Few weeks later same thing, wont crank. We called Lowes again and were told that we had to have lawnmower serviced 3 times within 1 year to qualify for a replacement.
They told us to bring the lawnmower to the store. We took it and they shipped it to Georgia.. same thing bad battery. They replaced and sent back.
Didnt need lawnmower through winter. March 2021 lawnmower wont start. We again took the battery to autozone. They said it was dead and charged it.
Lawnmower still wont crank. Called Lowes - service scheduled with Steves service center. Steves had lawnmower approximately 3 weeks due to extensive testing said they suspected something wrong with charging system but couldnt find it. Ruled it a bad battery and replaced.
We got the mower back 4/20 around 4:30pm. Lawnmower started fine. We removed all cables from battery and stored it in our shed after cutting our front yard. The next afternoon around 4 we went out and hooked everything back up.
Lawnmower wont start. Steves states they couldnt find anything wrong but would replace battery again if it showed as a bad battery. Called craftsman warranty on 4/23/21 and spoke with Aeron who said we should qualify for a refund or replacement but that it had to be run through tech support. He asked that I email documention of the service repairs and that he would get back with me the following week.
I never heard back. Called on 5/7/21: customer service transferred me to tech support. Spoke with Steve who said to have the service dealer check the regulator and stator. Called Steves service center and they said they had and everything was fine.
Paige at Steves service center said she relayed all of this to the warranty department. I called craftsman warranty again and Deborah with customer service talked to a supervisor who had me transferred to a Tier 2 tech because they would be the ones to contact Lowes to have it replaced. Spoke with the tech (didnt get his name) but he got his supervisor Dustin who said that the lawnmower had to be service two separate times by the same service company and would have to reproduce the same issue to be considered for a refund or replacement. I was told to have the service company (Steves) contact them for step by step on what to check on the mower.
I relayed all off this to Steves. I called Steves this morning, 6/21/21, for an update. They said they had called and were told by craftsman warranty that they (craftsman) had no idea what Steves was talking about. I called customer service with craftsman warranty again 6/21/21 to inquire what number to have Steves call.
I spoke with supervisor Sam who said they have a designated number to call. I have both numbers that I had asking which one they need to call because they were getting the run around and he wouldnt give me anything. I asked to three way call Steves center and he said the dealer would have to call the designated number. I am currently on hold again and have been on the phone 1 hour 45 minutes waiting to speak to someone, hoping that whoever answers with actually listen and help with this situation.
This is ridiculous. The lawnmower looks brand new and has been run less than 10 times. Its sad that this warranty company has not stood by its product in this scenario.
Theres obviously something else wrong with the mower. Theres no way it can just keep being a bad battery.
User's recommendation: Don’t go with craftsman.
Product or Service Mentioned: Craftsman Lawn Mower.
Monetary Loss: $1999.
Preferred solution: Full refund.
Craftsman Cons: Warranty, Waiting soooo long to be fixed, Terrible customer service.
Location: 4501 US Highway 231, Wetumpka, AL 36092