I 'built' a mower on Toro online & added a couple options- very simple. You 'build' it & the dealer gets notified from Toro your mower is coming and what is supposed to be installed on it (options you ordered). Toro then ships the mower and your 'options' to the dealer (a premium seat for example). The shipments are always separate. The dealer is supposed to call you and deliver it AFTER they have installed the options and actually have your new mower ready. My 'dealer' "Andy's mow town" in Blair, NE calls me and specifically says: "I have your mower all put together & am ready to deliver it". I replied back "great, but I'll come and pick it up myself". I got there and outside is a mower without any of the options I ordered. Somehow I had a gut feeling that this dealer (Andy) was going to try to pass it off on me WITHOUT my options. I was right. He came outside, completely ignored the missing installed options and starts rattling off a crap mantra like "this is your key, this is your choke, blah blah blah". I let him talk till he was done and said "This is not my mower, the mower I ordered is supposed to have the options '1, 2, 3' installed.....this mower has nothing". First he tries to ignore it & just keeps telling me "it's your mower". Finally, realizing he's not getting away with stealing my PAID FOR OPTIONS & INSTALLATION; then he tries to pass it off with "well......they will send that to you and you install it". By now I knew I was dealing with a thief & said "bull..........those options are supposed to be installed already". He continues to lie. He actually expected me to believe his trash......like Toro was going to send me my "premium seat" (among my other missing options) and I was supposed to install it myself and then do what???..keep the cheapie seat??"---RIIIIIIGHT. So I told him, "You know- this doesn't seem right...I'm not accepting delivery of a mower I paid for with options that were supposed to already be installed by you". Andy starts throwing a little tantrum about how he's "going to have to eat it" & "you don't know how this works!". I knew he was a dishonest thief so I told him..."you know what?...this isn't my mower, it's yours.....I think I'll just leave it here until you get my mower with my options installed on it". I walked to my truck and he goes back inside in a huff. I thought about it for about 15 minutes as I rechecked Toro's website and the policy of how all this was supposed to go down. I was right.........this dealer was lying to me. Then I thought....'well, I better just take it home anyway or this thieving jerk will screw with it'. So I went back in & said: "fine, I'll take it and put the options on it myself when they come TO MY HOUSE". (I knew he was lying-they were not coming to my house because I had already checked the tracking numbers & knew this guy was lying through his teeth. Both the mower & the options for installation were being shipped to him. He knew this too & Toro sends a work order to a dealer like this jerk before the mower even gets to him............Toro PAYS the dealer to wait for and them install the options (later Toro themselves confirmed this to me as did another Toro man I knew in another city)...................... SO.....this joker comes outside in a huff, probably feeling like he had won something........he jumps on the mower, starts it up without a f'n word and starts driving it up my trailer. I said "whoa...wait a minute....I at least want to get on it and take it forward and backward & make sure the hydros track straight". He looks at me- all pissed off..........jumps off the mower, so I walk toward it to get on. By the time I turn around this jerkwad was almost back in his building- a good 75 feet away. He had thrown the mower packet/manual & bag on my pickup and just took off. WHAT KIND OF DEALER PULL THIS CRAP? So I took it home and called Toro. The first people I got tried to lie to me as well (the 'level 2 customer service' told the poor level 1 that "yep....this guy is supposed to install his own options when we send them to his house"). LAZY LAZY LAZY CUSTOMER SERVICE AT LEVEL 2!!!!!!!!!!! (lie, make it simple, tell the customer they are wrong so they shut up). I finally talked to a Mgr at Toro & she set it all right (and she was awesome too). She confirmed what I knew and what is on the Toro site...........that this dealer knew he was getting the options, that they were paid for & that Toro was paying him to install them and then give it to me when it was complete. I told Toro what this guy pulled, every single detail of how he treated me, how he tried to lie and how he basically was trying to steal my options AND steal the money Toro was paying him to do his job. I told them......."wait and see, he'll call me & try to tell me that Toro themselves F'd it all up". I was right about that too. Toro was now wise and they weren't happy. Toro set it right- I told them to fire this jerkwad. read more