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Sears Garden Tractors

Sears Lawn & Garden • Push mower • Walk-behind • Garden tractor • Snow blower • Warranty --- • Craftsman Tools • More about Sears

Celeste of Alachua, FL (7/2/05)
I bought a Sears DLT 2000 lawn tractor for $2200 in April 2002, to mow my five acres. Luckily I also bought a three-year maintenance agreement, because from April 2002 to April 2005, Sears came out to fix the mower (drive belt 99% of the time) 17 times. Unfortunately, they would not invoke their own "lemon law" and replace the mower.

Numerous letters to the Sears headquarters have not been answered.

In May 2005, I was too afraid to not renew the maintenance agreement, even though these 17 repairs had never come sooner than one week after calling for service. I renewed the policy less than 60 days ago, and Sears has already been out to replace the belt twice. It broke within 10 minutes of the second replacement. Our grass is more than two feet high and it will be a week before they can come out again.

When I finally can afford a new lawnmower, I'm leaving this one in front of the Sears store at the mall.

James of Richmond Hill GA (2/6/04):
I purchased a 20 hp Turbo Twin, 42" lawn tractor summer of 2000. I, a 62-year-old handyman and being involved in some type of maintenance all my working carrer, did not purchase an extended agreement however from reading other peoples problems it would not have mattered. Since the purchase of my lawn tractor I have had to purchase 3 sets of mulching blades, 2 clutch cable kits, 2 Ground Drive V-belts, 2 Belt retainers, 2 Bellcrank Clutch Ground Drive STL, 2 Housing, Mandrel, 2 Arm Assembly, Pad, Brake, 1 Bracket Arm Idler 42", 2 Keeper Belt 42" Clutch cables, 1 Guard, Tuv Idler (94), 4 V-Belts, 2 Arm Spring Brake Mower and many more small parts on the mower assembly and now the engine has thrown a rod. A new engine is approx. $1300 plus and I, again would be the handyman.

I don't know what company builds the mowers for sears but they are doing a good job putting out poor equipment. The old Sears quality & name have gone down the tube. So far the overall repair cost (if done) would cost twice what the original cost of the tractor was. We seem to be the only country in the world that can put a man on the moon with a low-bid project.

My lawn tractor has been sitting in my garage since Aug. 2003, I have an acre of grass to keep up, the repair cost will end up forcing me to purchase another mower from another company and just chuck the other mower out and have throw the money in the trash. My age seems to be growing while my energy seems to be dying. I am retired an on a fixed income and the cost of living just gets worse. A little luck would be good sometimes. Thank you for listening to another dissatisfied Sears customer.

Doris of San Angelo TX (3/31/04):
I called to order a riding lawnmower approximately two weeks ago. When the representative answered she informed me that the same lawnmower was available at a discount price and encouraged me to order the one on discount versus the "ON SALE" order that I had requested. She assured me that I would receive a call to notify us when the lawnmower would be delivered. After approximately two weeks with no notification or phone calls from Sears, I called to find out the delivery status. I was informed that my order was canceled because the riding lawnmower was not available.

The representative that answered called the San Angelo store, where we live, and informed me that I could have a smaller lawnmower (a 17 horsepower vs. the 18 we ordered originally) because no other riding lawnmower was available. I informed her we wanted the 18 Horsepower. She called Abilene Sears and later called us back and informed me that Abilene would not ship an item to San Angelo because we have a Sears store in San Angelo. At that point, I informed her that I would go elsewhere to get a riding lawnmower. I feel that we should have received better customer service. The least Sears could have done was call us and inform us the order was canceled. They could have also found the item we needed and shipped overnight regardless of what store it came from. Isn't Sears the same Sears, everywhere?

This is a country where the businesses demand more and more of the customers. Everything keeps going up in price and the businesses cannot provide good customer service to the consumers; yet, when you see their advertisements, their biggest ad is guaranteeing good customer service. What a fraud.

Our yard looked terrible and we were not able to cut it while we were sitting here waiting on a lawnmower for almost two weeks without notification that the order was canceled. Our neighbors could not have been very happy with us while we were sitting around waiting for a lawnmower without cutting our grass.

Roland of Black Earth WI (5/21/03):
Purchased a new Sears, very expensive 16.5HP riding mower in 1998 with a 3 in 1, 46" mulching deck. The mower doesn't cut even and doesn't mulch. It collects grass at the shoot until it has to relieve itself and it spreads clumps of grass everwhere. We are talking about clumps of grass that can kill grass if left to do so.

I talked to Sears and they said the blades were dull, so I purchased 3 new mulching blades at about $60. As I removed the old blades I couldn't help but think that the old blades looked sharper than the new. I replaced them anyway. This did not help. I called the store again and was told to check the air pressure in the tires? With this advice I figured I was on my own anyway and would try to resolve the problem myself.

I removed the mulching shoot to eliminate the mulching. This made the problem worse. Now no grass comes out for a short time and then it all comes out at once. I have removed the deck several times during the year to clean the grass and also clean underneather in between deck removal. My last attempt has been to purchase none mulching blades at another $40 even though the new mulching blades are still new. The non-mulching blades did not help either. Unless someone has any ideas or I torch the junk, I am in the market for anything other than a Sears Craftsman mower.

Rose of Garner NC (7/14/03):
I purchased a riding lawn tractor from Sears in April 2000. I have had nothing but trouble with it and don't seem to get a response when I call the Repair Center and National Customer Service. What a joke!! I have taken the mower in twice for the same problem and they cleaned the carburetor both times within the first two years. Then I had a service person come out to my house three times last summer and say nothing was wrong with the mower the first two times. On the third time, they replaced the carburetor only to have the mower to start acting the same way this month (July 2003).

I called the National Customer Service department and talked to Karen. She tried to say it was only under warranty for two years because I had not bought the extended warranty. Well, I said that the same problem has existed since I purchased the mower and it still isn't fixed. I have had the mower a little over three years and have had the same problem five times. IS this a lemon or what? I feel Sears should have replaced the mower a long time ago. Instead, they try to act like the problem doesn't exist or that the problem is caused by our negligence. I will never buy another product from Sears.

I can't mow the grass because the mower won't stay running. I lost $1300 by purchasing the piece of junk in the first place. I will never buy another product from Sears.

Larry of Omaha (7/14/03):
I took my lawn tractor in to have the transaxle replaced with a rebuilt transaxle. I had a rebuilt tranaxle put in the lawn tractor the preceeding year, which was now not working. The first rebuilt transaxle they installed wouldn't work in reverse, the second had an extremely slow sixth gear (felt like the same speed as 5th gear). The service center manager refused to replace the 2nd transaxle and refused to talk to me after that.

I called National Customer Service and explained the problem to them. They asked if I had been told that Sears had a 100% satisfaction gurantee. I told them I was never told that. They asked me what I wanted to do and I stated that the tractor had been in thier repair center for two months and there was no gurantee that a third rebuilt transaxle would work properly so wanted them to give me a new transaxle. The National Customer Service center then ordered the local service manager to give me a new transaxle. (Which he tried to charge me full price for!)

After I had the transaxle for a month it started to make noises on me. Had a service representative look at it and he said there was nothing wrong (in Oct. of 2002). This spring the transaxle kept getting noisier and then started to shake the tractor while mowing. I took it to another repair place. This place told me that the transaxle was an old one that had been sandblasted to make it look new and that the noise was caused by a non lubricated and rusted bearing inside the transaxle. (A condition that should be impossible to have in either a new or rebuilt transaxle!) I contacted the service manager and he insisted it was a new transaxle that was installed and refused to speak to me any further.

I tried going through the national office but they said that anything filed with them would go back to the local service manager. They also said that the local service manager had filed a response to the service technicians call last fall implying that he had contacted me and we had discussed the problem - but that didn't happen!! I'm out the money for replacing my transaxle at Sears plus the money to repair the junky transaxle they actually gave me. I'm going to try writing to the home office and hope for a positive response from them. However I see that one of the other people listed on this site tried that and didn't get a response so am not optimistic!

Mrs. M.V. of Cedar Creek TX (7/10/03):
On Oct.23,2000, the mower would not start and since it was under warranty, the service department sent a man out to see what was wrong. It was the starter, they replaced it for no charge to us. I failed to mention the price of the mower was $3,299.88 less the discount of $700.00 making it a total of $2,814.37. Ok, now Nov. again it would not start and they sent another repairman out and guess what? The starter! They again fix it at no cost to us.

Now comes, July paid out $156.90 for additional parts, then paid out on July 24,02, $113.25 for belts and pulley. On April 14, 03 we paid out $441.86 for harness clutch, clutch, electric, emg pulley and labor. Now my son has replaced it with a new battery and now it will not start on its own because the starter apparently is out on it again. The point is that we purchased this mower in good faith and the only help as been "we're sorry bring it in and we will look at it and fix it." They wanted us to purchase an extended warranty and you know that half the time they are not worth the paper they are written on.

An attorney probably could do not more than what complaining I have done. I am 78 years old and live with my adult children and I pay my bills like you are supposed to do, I just let these people hornswaggle me.

Freddie of Williston SC (7/6/03):
I am writing to you because of an overwhelming feeling of frustration and dissatisfaction as a Sears customer. I've purchased my second lawn tractor from Sears with the typical service agreement and extended warranty. On June 21st I experienced problems with my tractor and on June 23rd at approximately 8:45 a.m. called Sears Repair and spoke with Roger and explained to him that my lawn tractor would not move when put in gear. I was told that in my area that Sears lawn tractor repair had been contracted to a private repair service. While I was still on the telephone he contacted them and I was told that the Contractor would contact me within 24 hours to set an appointment. I heard nothing.

On Wednesday morning, June 25th, I again called Sears Repair. This time I spoke with Jasmine who again called the Contractor and I was informed that someone would come to my home by 1:00 p.m. Thursday, to service my lawn tractor. I sat at home Thursday awaiting service personnel but after 3:30 p.m. decided to call the contractor's number that appeared on my caller I.D.. Upon conversing with the repairman that answered the telephone I discovered that they hadn't been able to make the appointment but would try to get to me by 5:00 p.m. that day. I informed him that a phone call to let me know would have been appreciated but with no real response from him. They finally did arrive about 6:00 p.m., examined the tractor and decided it needed a drive belt (big surprise).

They said they didn't have one on hand but would return to their shop to see if one was in stock or if it had to be ordered. If one was in stock they would return to repair the tractor that evening. I was also informed that I would be called that evening and informed either way of the situation. Again I heard nothing. Being a holiday weekend I waited and called Sears Repair again the following Monday morning. This time I spoke with Eva who again called the Contractor and I again was told that the Contractor would contact me before the end of the day. As usual, I did not hear from them. To get to the heart of this matter, I've been continually lied to and have made numerous calls for a single repair problem and spoke with various individuals at Sears Repair including Roger, Jasmine, Eva, Faye, Amanda and even twice with Eric.

I had some time off from work so I stayed around the house because I didn't want to miss a call concerning the tractor's repair. I now know that I've wasted several days sitting at home waiting for phone calls that were never to come. I eventually became so disgusted with the entire matter that I requested from one of your customer reps an alternative plan to get my tractor repaired because I had no desire to continue trying to deal with a contractor that had no sense of wanting to or any concern for communicating with their customer. I was told there was none.

I called again on Wednesday, July 2nd, and was told that the part had to be ordered. This or anything else I would not have known if not for my continuous and persistent calls. In the meantime my grass has grown out of control and my yard is both unsightly and unusuable as my wife and I take great pride and pleasure in keeping our yard in good condition and we spend many enjoyable hours sitting out there. On Saturday, July 5th, I decided to try and cut some of the yard with my weedeater but to no avail. I got several waves from neighbors driving past as I'm sure it seemed somewhat comical to them to see me out in 90 degree temperatures attempting to cut two acres of grass in that fashion.

I've now found a local yardman who has offered to cut my grass for $80. I have agreed because it desperately needs cutting. I, in good faith, purchased a service agreement with my lawn tractor but have to pay to get my lawn mowed. Tell me just what good is this service agreement?

Jennifer of Waverly Hall GA (5/24/03):
$2500 garden tractor began smoking and spraying oil after two grass cuttings. After four weeks of dealing with Sears Service, and a technician, Sears promised new tractor, garage clean up and gas for the tractor. Ater LOSS OF WAGES (time taken off for service and delivery) for my husband and myself, we received a tractor, NO GAS, and NO CLEAN UP of oil. We sent the old tractor back with a full tank of gas to the company. After speaking with the manager, his comments were that he could not transport gas for the tractor. Yet he could pick up the broken tractor with a full tank of gas and transport. Does this mean gas can be transported from but not to the location of delivery? Poor service, extended periods of wait time on the phone (up to 45 minutes) holding for respentatives and non-delivery of products timely.

Lucille of Fort Wayne IN (5/9/03):
On April 3, 2003, I took a Craftsman Electric Start lawnmower to the Sears repair shop on Brooklyn Avenue in Fort Wayne. I asked them to please, make sure they sent the electric start charger back. When I picked up the mower, the electric start charger was not there. I called them, they said they would order me another, for they lost it.

After about a week, I called them, they said they had not ordered it yet, but I would get it within a week to 10 days. By this time, I had paid a neighbor boy $20.00, two times to mow for me, total $40.00. I did receive the Charger, plugged it in for 24 hours, and the mower would not start. I called, and a man told me I could pull start it. (I am 62 years old and can not pull that cord, that is why I paid the extra $200.00 to get an electric start). I had my neighbor come over and pull start it for me. When he pulled it, the whole engine rattled, and gas and oil flew everywhere.

So I called Sears back. They told me a service man would come to my house on Monday, the 5th of May, between 7:30 and 12:00. Being that I work, I asked them if I could please get a little better time, because I would have to call someone to let the service man in. They gave me a toll free number to call on Saturday, the 3rd of May, and by this time, the service man would know his route and times, and they could give me a little better time. On Saturday morning, I called the 800 number. The girl told me that the service man was not there yet, but when he came in and did his schedule, she would make sure that he gave me a call. Finally at 1:30, I called them back. The service man was gone, and forgot to call me, I would have to call on Monday between 7:30 and 12:00. (Sound familiar?)

So on Monday morning, I had to take a 1/2 vacation day, call the service department again, and they told me that he would be there between 7:30 and 12:00. By this time, I had paid another $20.00 to have my grass mowed. Total - $80.00. Finally, on Monday morning, the service man came to my house. He said the mower needed a new battery, (which I would have been glad to have paid for from the start), and only one bolt was holding the engine on. All the gas and oil would leak out, as my neighbor was trying to start it. Through all this, a girl named Keisha, or Lakeisha had told me that they would credit my account for the labor, which was $39.00, and issue me a gift card for $30.00, for my inconvenience. I still have not received the $30.00 gift card.

So this morning I called and talked to an "Arlene". She was checking on why I had not received the card, and I was disconnected. So, I called back, and spoke to "Sharon". Sharon said that when Keisha originally offered me the $30.00 gift voucher, I refused it!! Fat chance, why would I refuse a $30.00 gift card when I had already paid $80.00 to have my lawn mowed. Then Sharon said that they told me that you could issue credit to my account for $39.00 and no gift card. Keisha originally told me that they would credit my account for $39.00 for the labor, and issue a $30.00 gift card.

Sharon also told me that they also did not charge me for the Charge cord. (That was big of you, being that you lost mine) WOW, I feel like I have been to hell and back. On April 3rd, all I wanted was my lawn mower serviced for summer, and I told them to have them fix anything that would need repaired. I would have gladly paid the price, but the mower returned to me, was like a piece of junk. No starter cord, engine wiggled when trying to start. Needless to say, I have been very disappointed.

We were told that this garden tractor that we purchased was the best for out land. I have had nothing but problems with it from the words go. They did change it out one time. However it was broken all the time.

We explained to them that we have alot of land to mow, we own 35 acres. No, we do not mow nearly that much. However, I use the tractor for moving stuff around. It takes Sears at least two weeks to get here to fix it. Most of the time never done right. I will tell the maintenance people what it needs, and what parts to bring and they never do.

This last time, I was abused verbally and told that they have a new contract and that mine does not stand up any more. I was mortified. I was left in tears by the repairman who told me that he did not have to do a lot of things, that I should not use the garden tractor till he could get back the following Friday. I had no choice.

Since I purchased this tractor, I have had to pay to have my lawn mowed. I need this tractor, for my gardens and for many other things such as mowing and hauling stuff around the farm. I have it in writing that I must be 100 per cent satisfied or my money back. Wrong answer, not with Sears. they do not stand behind their word.

I will never walk into another Sears store,and I will be sure to spead the word to all I know.

A bit later, Patricia filed up a follow-up:
I purchased a garden tractor which never worked right. I returned it for my money back. Jim H insisted that I take a larger one. He stated that this would work just right for me. I told him that I did not think so, as we have a lot of land and it is all rock. He assured me that this garden tractor would be perfect for me.

Well it is not. They fix it more than I use it. The tech. put on the wrong size blades and never did the yearly maitenance right. All I want is for them to take back this tractor for my money. I have waited over a month for them to come and fix it and to this day no one has been here to fix it properly.

Very high grass! Fly and tick season. Grandchildren get bug bites bacause of it. Sleepless nights. Spraned ankle, cause I had to use a weed wacker instead of a ride on garden tractor. Hours and hours of extra work because of it.

Charles of Tyler, TX:
I purchased a craftsman 16-hp riding mower from Sears 2/99. I have had a problem with it cutting evenly since it was new. I called the repair center and was told it would be two weeks to even look at it. I took it back to the store in june 2000 and they adjusted the deck but it still cut unevenly.

I asked for a refund because of the problems with this and the steering. The steering had about 1/4 turn of slack and one of the salesmen told me this was normal. I took the mower to the service center July 8, 2000 and they did fix the steering and said that it was not normal, but the mower still cuts very unevenly.

They offered me 65% of my money back. I paid $1649.00 and I told them I was not satisfied with that offer and asked them about the satisfaction guaranteed policy they advertise and even have on their windows. They told me that was at their discretion and that was all they would do. I called the 800 customer service number and was told they back up their managers and that was that. I am tired of talking with them. Is there any thing that can be done?

I just feel i have a piece of Sears junk and do not want to keep taking the mower back to them each month on a trailer.

If Charles really feels strongly about it and if he has kept all the repair records, he should sue Sears in Small Claims Court. He might or might not do better than 65% but it's worth a try.

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