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:10/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  9/13/2023 I took a roto tiller to get new fuel lined installed. The tiller ran fine but gas leaked from the dry brittle cracked fuel lines that were on it. At ***** Equipment repair intake the person (**************) wrote, " Fuel Lines replaced" on a work order and I was charged $45.00 as a deposit. 9/25/2023 I called to check the status of service. I was told the engine was blown and I was asked if I wanted *** to scrap it. I advised I would pick it up. On my arrival I was again told the engine was blown. I then spoke to the mechanic who told me the engine was blown and has no compression. I told him it ran when I took it in and I was only requesting the fuel lines to be replaced. He replied that was not on the work order. I took the tiller home and in 5 minutes replaced the fuel lines with tubing I found The tiller started. I videotaped the process. The next day i went to talk to the owner or manager. He was not available and I made my complaint to the clerk that I was told the engine had no compression and was blown and that the mechanic said the fuel line replace instruction was not on the work order. The clerk pulled the work order and confirmed the instructions listed "Fuel lines replaced." I was told the owner / manager would call me. After a week I had not been contacted.by ***. I called again and spoke to another clerk who said she remembers when I took the tiller in. She too confirmed the work order instructed "replace fuel lines. She agreed that I paid $45 for nothing and stated, "That's not right". I again requested the owner / manager to call me. She said she would notify them and ask them to call me. As of this date 10/3/2023 I have not been contacted by *** Power Equipment. My complaint is I paid $45 and did not get the service I paid for. I was lied to about the engine being "blown / no compression" and lied to about work order not including replace fuel lines instruction Your assistance in this matter is greatly appreciated.

• Initial Complaint

  Date:07/12/2023

  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.

  Around October 04, 2022 my son *** and I contacted "****" at ***** Equipment to have some warranty work done on my Toro Mower bought from *********** ********** referred us to Toro, who referred us to an authorized dealer to do warranty work. I dropped off my mower that week and spoke to "****". **** said he would let me know when the work would be completed and said they had over 100 years of lawn mower experience and said it would get done. I didn't hear from ***** for approx. 4 months. On Feb. 9, 2023 I called ***** but no answer. On Feb 13, 2023 I called ***** but no answer. Called again on Feb., 14th and 27th and got not answer. In May I finally got through and inquired about my lawn mower. A employee "******" told me that "****" had left the company and nothing was done on my mower. I told her what **** had told me. She said that it would be fixed and they would call me. After a week or so they told me my mower was fixed and to come pick it up. I picked up my mower and while they were loading it in my car, they assured me that it had been fixed. I took my mower home, later started it and it was blowing out black smoke and then completely stopped. I called ***** and told them about the smoke and that it stopped. They told me to bring it in again and they would fix it. When I took it in, they decided to tell me that my mower was never fixed. They then told me that they had to contact ****** and ******** to see about replacing the motor. After several weeks, I again called ***** to see what the status was on my mower. ****** told me they were busy and had not had time to look at it. I called again after several weeks and ****** told me she had to send information to ****** and ********. On July 12th, I called and ****** informed me that ****** and ******** would not cover the warranty. I asked her for the contact information for ****** and ******** and she said No.

  Business Response

  Date: 07/25/2023

  We have made several attemps to get the warranty approved thru Toro and Brigs and ******** and have been denied due to the lack of maintenaince causing engine damage. we have gone above and beyond to resolve this situation. we have not been paid for anytime that we have put towards this lawn mower. we have done everything in our power to make sure the customer was taken care of, unfortunately it is a fairly time consuming process.  we are not the manufacturer there for we are not the one responsible for engine replacement. the customer service for ****** and ******** is:****************   wish we could have done more!!

   

   

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20311610
  I am rejecting this response because:  This business has no honest response.  First they lied to me and said it was fixed, then they said they contacted ****** and ******** and B&S told T&M, after corresponding through emails, that it was customer error.  T&M told me they had no phone number for B&S but all of a sudden provided one ************** ) in their response,  when in fact that same number, I called, does NOT put you in contact with anyone.  The number T&M provided, states the customer should contact a local shop and is all automated then hangs up.  T&M's response is a total lie.  ****** told me she had corresponded with "*****" at B&S through emails. I requested the email for "*****", at B&S, whom ****** told me she had emailed and sent pictures, but yet she would not provide those emails, or pictures for me to discuss with "*****".   I don't think "*****" works for B&S.  "***** stated in a chopped email, that I had the option to have B&S re-evaluate the engine.  But there again, ****** would not give me any information for B&S.  She also told me the owner at T&M would call me and he never did.  I emailed ****** at T&M on July 24th and told her the owner or manager had not called me, and her response was this, "I'm not sure why he hasn't called.  I do apologized for that." I have a chopped copy of a response "*****" sent ******, explaining other options, but I cannot do anything because ****** refused to give me "*******" email. My warranty is up on my mower because they have had it since Oct. 2022.  I'm sure they did not discuss the warranty info with anyone at B&S or anyone there because they don't want to be responsible for the warranty lapsing. Sincerely, *******************************

• Initial Complaint

  Date:08/05/2022

  Type:Order Issues
  Status:

  UnansweredMore 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 hired ***** to construct a patio for my new hot tub. I signed a contract and paid half down ($625) that they required. Per the signed agreement, ***** was to excavate and regrade area in back yard, level with sand and prep for pavers, install pavers customer provided in approx 6 x 9 area. His crew of two came out on Monday, August 16, 2021 and did not excavate nor regrade but just dumped a pile of sand on my lawn and laid pavers on top. When I expressed disappointment in the sand just piled up with no excavating nor any type of border to prevent sand from spreading all over my back yard (and definitely not being suitable to support the weight of a hot tub in a stable manor), the workers took brick from my existing landscaping in an effort to build a retaining wall which was neither level nor square. It was far from being done professionally. Upon this outcome, I asked them to cease further work since the owner ********************* refused to correct the problem by excavating the area the way it should have been done and according to our agreement.I had to hire two people to undo the botched up work which required removing my landscaping bricks which are now unusable due to the glue they used, removing massive amounts of sand and then hiring another company to come out and do it correctly. I requested a refund from the owner of $625 in the fall of 2021 and he never responded.Therefore, I am asking for a refund of the $625 I paid *****, $240 for labor required to remove the bricks and sand from the unsatisfactory work of the ***** crew, and $112 for the 28 ruined landscape bricks (that I had wished to put back where they originally were) for a total of $977.Unfortunately almost a year later, I still have loose sand being tracked into my house from *****s poor workmanship. I dont know how to put a price tag on constant sweeping and premature wear of my 2 year old flooring from the sand. I regret hiring this company and cannot recommend them.

• Initial Complaint

  Date:07/12/2022

  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.

  Dropped off a rototiller on June 6, 2022 for a tuneup. Started calling at end of June to check on status. Left messages, with no return. Stopped in today, July 11. Waited 45 minutes, only to be told they couldnt locate it. This equipment is worth approximately ******. Have put down a 45.00$ deposit. Have invoice for work to be done. Im irate to say the least. Will be contacting the police for help.

  Business Response

  Date: 07/25/2022

  Complaint Has been Resolved, Contacted customer and cleared up misunderstanding.