I purchased a mower from Lowes at the beginning of the summer and after 5 or 6 uses it failed. We took very good care of the new mower but after only 3 uses the self propelled feature stopped working.
The next time we cut it was very difficult to crank and finally it completly locked up. We brought it out of the shed to cut and the pull cord was siezed up. We purchased the mower 65 days before it locked up and we had also purchased the extended warranty. I called the 800# and was told to take it into the store and they would send it off to an authorized service center for repair at no charge to me.
When I got to the store they started asking me questions about the gas like where I purchased it and if I drained it after each use or left it in. Seriously... WHO DRAINS $4 A GALLON GAS OUT OF THEIR MOWER? I immediately told them that gas had nothing to do with the self propelled option or the motor locking up.
They continued to tell me that 95% of the mowers that come in have issues because of ethanol in the gas and that if that was the case it would not be covered under warranty. I was then asked to sign a paper authorizing up to $90 for the repair and when I questioned the form I was told that I would not actually be charged anything because it was a new mower and still under warranty. The mower was to be sent to the shop in 2 days and returned within 2 weeks. After 2 weeks I called to see if it was ready for pick up and I was told that it had just gone out the day before.
It sat in the store for 2 weeks! I spoke to a store manager because I desprately needed my mower and they apologized for the inconvenience and admitted that they had made a mistake. I was then told that the repair shop was going to put a rush on my mower and it should be back in 3 days. 2 MORE WEEKS LATER.....
I got a phone call that my mower was ready for pick up and that the charge was $60!!! The gentleman on the phone informed me that he had personally worked on my mower instead of immediately sending it out and that he found gas in the oil and something else with the filter and that was what the charge was for! I WAS LIVID!!!! They never should have touched my mower and no way was there gas in the oil!
I am not an *** and neither is my husband and neither of us had put gas in the oil. He said that he drained everything and refilled everything before sending it to the repair shop to have them fix the self propelled issue and motor lock up issue. When I got irate with him, he said "well you signed a release form authorizing up to $90 for the repairs". He then informed me that it was their standard practice to troubleshoot before sending the mowers off incase there was something they could repair for a minimal charge rather than sending it out of house.
Again..... my issues were self propelled not working and motor was locked up. Both of these items are fully covered under warranty so how did they help me exactly? Seems to me like a scam to fill their own pockets!
I immediately requested to speak to a manager and the charges were waived but this was completly unprofessional! They lied to me in order to get me to sign a release, I waited a month for a repair because they failed to send it in to the shop and then they tried to squeeze $60 out of me for bogus issues. Through ALL of this, I had SEVERAL employees tell me how bad ethanol is for a lawn mower and how they see so many mowers each day because of ethanol. This was not what was wrong with my mower but they still tried to charge me.
I wonder how many people have paid the $60.
For that matter.... where does it say "do not use the gas that you buy at the gas station in your lawn mower or it will not be covered under warranty." What exactly are we supposed to fill them up with if not gas?
Product or Service Mentioned: Lowes Warranty.