- Independence, MO
I am writing in regards to a lawn mower purchase that has gone very bad. We purchased a Craftsman mower from the store in Independence, MO and used it for one season (maybe 5 times). Upon the first use the next season we checked the oil, and filled with fuel and started the task of mowing. After about 3 passes in the yard the mower suddenly shut off after making a loud noise and started smoking. We instantly started looking for the cause of the issue, oil ok, fuel ok and hadn’t run over anything in the yard. We tried to restart and the mower seemed frozen. We called customer service and were directed to drain the gas and take the mower to the store so it could be sent to the service center. We received a call from the local service center who promptly told us the repair wasn’t covered and would cost nearly 1/2 of what we paid for the mower to repair. The cause they say is because there was no oil in the mower. I explained over the course of several calls and visits to them that the oil spilled out all over my garage when I drained the gas. They really didn’t care or seem to believe that this was the case even though I explained that I had pictures of the mess I had to clean up afterwards. Long story short they eventually sent it back to our store without every letting us know where to find it. On a whim we stopped in the store to see if it might be there and they found it in the back. We explained to one of the employees the situation and they appeared willing to just replace it at the store however they didn’t have any similiar models on hand so this did not happen. The situation is very unfortunate but this is not a case of a customer lying about the care of the machine. I have the pictures still of the clean up that shows the oil mess I was left with. At this point we were able to use the mower for roughly 5 mowings spent over $300 for the mower and it sits in the garage unfunctional and I could buy a new mower for the cost of the proposed repairs. Someone please help make this situation right and validate that we made the right choice in our decision to purchase this mower from Sears.
Craftsman Easy Walk – brand: 917 374551 product: 030711M003851 service order: 40076788