I recently bought a brand new Toro walk behind lawn mower from an authorized agent (ACE hardware company, and the recoil start coil came loose four months after I bought the machine. I took it in to ACE for repair and told them that it should be covered under warranty. They promised to call me back the next day to let me know whether this will be the case. Several days had passed and there was no phone call from them. I called to follow up with the authorized agent and they had not even looked at it and was unable to given me an expected date when the problem can be fixed.

I called the Toro company to find out whether they can help me on this. The operator who answered the phone was arrogant and rude toward this end of our conversation. I was shocked to learn that Toro does not have a system in place to evaluate the customer care services of their agents and they do not keep track of the number complaints against a particular agent. Nor do they have a system to reward or punish the agent based on their performance. I would never go back to them again.