Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a lawn mower, purchased from Western Auto of Forrest City in for service in September of 2021 for an issue I was having with the electronic power steering. After a couple of weeks, I still hadn’t heard anything, so I called to check on it, and was told that they had ordered parts for it and were just waiting for them to come in. This exchange went back and forth for 3 months until December 2021 when **** ****** of western auto called to tell me my mower was ready and I could come to pick it up. When I arrived, ****, the mechanic, met me outside and told me that he wasn’t able to find the problem I told them about for the last couple weeks, and that it should still be okay for me to use until the parts come in for it. I asked “so the parts have not been installed? **** told me to come pick the mower up!” He replied “no sir, we are still waiting for them to come in.” I reluctantly took the mower home anyway, and used it while waiting for the parts to arrive. I kept calling to check on the parts and finally **** told me that the parts had never been ordered since they couldn’t make the mower show the issues that I had reported, then he changed the story and said they arrived and they sent them back since they couldn’t make the mowers power steering malfunction.
  This time, I took the mower in may 2, 2022 for a small oil leak and a bad pulley on the deck, and called to check on it almost weekly. It resulted in the same delay in parts. However, this time they also replaced the power steering components, replaced the pulley, but I could find no evidence they repaired the oil leak. Unfortunately, in the process, they dented the front bumper, damaged the spring that lets the bumper down, left off 4 bolts that hold on the right side deck pulley cover, left off 2 shrouds for the rear of the motor, and I’m sure I haven’t found everything else yet. They also spilled something across the entire work order making it illegible,and refused to print another or a part list

  Customer Answer

  Date: 08/12/2022

  I went to Western Auto of Forrest city to ask for the work order sheet so that I could keep it with the records I have for the mower, so I’ll know which parts have been replaced. The representative told me that the work order had something “spilled in it” and wasn’t legible. I asked if they would mind printing off something that would show the parts they used or was there something that *** *** at the parts counter had showing the parts that he used. They told me there was nothing like that that they could provide and they were sorry. I called and spoke with a representative at *** ***** who then contacted the store directly, who gave them a list of parts that were used. The *** ***** representative asked if they broke my lawn mower hood while it was there, and the store representative answered the question with “We don’t know if we broke it or not.” The case is still ongoing with *** ***** and the case number is ********. 

  Business Response

  Date: 09/06/2022

  No excuses here we failed on multiple instances.  We just wished he would of said something to us instead of taking these measures.  We are picking his mower up on Thursday September 8, 2022 to see if we can not fix his issues.