Complaints

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• Initial Complaint

  Date:07/09/2024

  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 took my push mower to them for repair. Upon asking the lady up front to call me before any repair is made, they told me they could not do that. I was willing to pay the advertised $75 dollar diagnostic fee but didn’t want to agree to basically giving them a blank check. They said they would diagnose the issue, repair it, then call me with the total when it was ready to pick up. I told them I couldn’t get stuck with an unknown charge for a 6 year old mower. They still refused to agree to call me. There is a sign that says if you can’t pay any repair within 30 days, you relinquish your mower to them and it is now theirs. this is so they can turn around and sell it. Basically stealing mowers.
  
  After loading my mower back up in my truck, I was turning around and accidentally hit 2 of their mowers out on display. On both of the mowers, the front wheels broke off. There is no law that says “you break it, you buy it”. I could have left without paying and I would have been completely within the law to do so. This is what business insurance is for.
  
  I get home and take a look at what needs to be done to fix my new broken mower and what do you know. It’s been used! Most likely from someone who was taken by this business. Charged a crazy amount for repairs and it was cheaper to relinquish the mower and go buy a new one.

  Business Response

  Date: 07/09/2024

  My employee did not state we
  would not call with an estimate, she stated she could not guarantee that a call
  would be made unless the mechanic notifies the front desk of the estimated
  costs. She did assure him that if the repairs cost more than the mower was
  worth the mechanic would not move forward with repairing the machine without
  speaking with him first. He then stated he did not want the repairs completed
  and left. Next both my employees and electrician heard a crunch due to him
  running over two lawn mowers out front. He asked our electrician to move his
  truck (he passed it fine coming in the store but couldn't drive past it is
  leaving). Our electrician did move his truck but, not to the Brad's
  satisfaction and he came back in the store screaming and cursing at him and
  tried fighting him in the parking lot (our electrician just had open heart
  surgery). It scared my female employee and she had to let him know that if he
  didn't calm down, she would be calling the police in which Brad responded with
  the police did not need to be called or notified, at this point he seemed to
  quiet down. I have attached clips of him driving into the store (driving just
  fine past our electrician’s truck) and clips of him running over the mowers.
  The entrance Brad entered through, there is a sign that states it is not an
  entrance but a one way only. He didn't even enter the parking lot in the
  correct direction to begin with, if he had all of this could've have been
  avoided. 

  
  Yesterday (07/08/2024) he
  called Bob ****** and threatened Bob with entrapment (there are two exits out
  of our parking lot – he chose the difficult one but was not trapped like he
  claimed) and with lawyers. Today (07/09/2024) he called Bob ****** and was
  pleasant to him and asked Bob ****** for a $300 refund - no refund was
  provided.

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: 21959934
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Brad ******

  Several of Mr. ******** statement are incorrect. He was not present during the encounter. This is all hearsay from his wife. 
  
  It was never offered to call me at any point before repairs were made to the mower. That is why I chose not to have it serviced. Also, I was asking for them to call me before any repair is made, regardless of the cost of repairs. Mr. ******** statement proves that they were not willing to make contact after the diagnostic was completed and before repairs were started. 
  
  In regard to the encounter with the electrician, yes I was able to slowly enter and pass the parked truck coming in. Due to the now 3 mowers sticking out of my truck, I was unable to comfortably exit without hitting the employees truck. I asked another employee to ask the truck owner to move. Upon the gentleman moving, he made it more difficult for me to safely and comfortably exit without hitting his truck. Based off the angle of the videos posted, I am sure this is on video, but not uploaded to BBB. The gentleman got mad when I asked him to stop and back up rather than pull forward. He exited his vehicle first stating he wasn’t moving any further, to which then I exited mine since I could not go anywhere. I am sure Mr. ****** can provide video showing I could not safely and comfortably exit after the man moved his truck the first time. We exchanged in a verbal altercation because he refused to move so I could safely exit. He flinched at me to which I threw my hands up to defend myself in the event I was attacked. The man was refusing to move and cussing at me and I responded with cuss words as well. When the lady said she was calling the police, I stated the police didn’t need to be called if he would just move his truck so I could exit. She chose not to call the police. At this point, another employee got involved and asked the truck owner to back up so I could safely exit. At that time, the truck owner came back out cussing at me, but did move his truck to allow me out. 
  
  This complaint is in regard to getting a refund for a purchase I did not agree to due to an accident that video proves there was zero negligence. The entrapment was in reference to the lady telling me I had to pay full retail price before I was able to leave. There is not a “you break it, you buy it” law. On top of all of this, once I got home, the mower that I was forced to purchase was a used mower, but nothing on the mower advertised it was used. At no point was it stated to me that the mower was used. There was also nothing on the mower advertising it was used.

  The following day, I contacted Mr. ****** to offer to come to an agreement. I would return one mower and pay a total of $300 (refund of 265.98). This would cover the cost of the mower returned as well as a slight discount since I was forced to purchase a used and now broken mower at full price. There was no agreement made at that time.

  Business Response

  Date: 07/10/2024

  First Mr. ****** has his
  facts wrong, it was not Mr. ******** wife present during this encounter, it was
  an employee. If this was a simple resolve that Mr. ****** is claiming he wants
  there would not have been threats made (I have record of each one), Facebook
  blasts, and a Google review. Mr. ****** was not denied services and did not
  allow my employee to state what she was trying to do to try and ensure a call
  would be made. As previously stated, it was advised to Mr. ****** that if the
  repairs were going to cost more than the mower was worth, he would be notified
  first. This was not satisfactory to him. We have witnesses that have come
  forward to can back up this fact, one being a Cox Communications employee who
  was here doing work at the time of his outburst.

  
  If Mr. ****** had paid attention to the parking lot he would
  have recognized he came in the wrong direction (a sign clearly states it is not
  an entrance), and could've exited the parking lot and premises if he had gone
  to his left (the direction he had originally parked in front of the Big Tex
  trailer), instead he chose to go to his right (the direction he entered upon) creating
  the issue we are now dealing with. This all could’ve been completely avoided if
  he wasn’t in a huff. Please advise if you would like pictures of the sign,
  front area and where the parking lot is located verses how he entered and left.
  Since Mr. ****** is unable to open the videos attached. You will see he had
  options but chose the path he took.

  
  Speaks volumes that Mr. ******'s wife also came into the store
  after he left to apologize for her husband’s behavior.

  
  My employees now feel
  threatened to come to work because of his irrational behavior. I will not
  tolerate my employees feeling unsafe to come to work because of how Mr. ******
  has handled the situation. 

  
  Looking at his constant negative reviews of other companies,
  seems bullying is his thing to not be accountable for his actions. I reject his request for a refund.

  Customer Answer

  Date: 07/10/2024

  
  
  Complaint: 21959934
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Brad ******

   

  My apologies for assuming it was his wife, as Mr. ****** referred to her as “his lady”. If just an employee, I would think that would be a derogatory term to refer to an employee. 
  
  
  I would love to see the threats he is referring to as nothing was threatened. I did post my story on Facebook to allow others in the community to read what happened and make their determination on if they want to do business with ******** Warehouse or not. I have the duty as a citizen of this community to warn others of what, in my opinion is bad business practice. 
  Also, there was never a google review written by me or anyone affiliated with me.
  
  
  As far as Mr. ******** statements regarding the discussion of potential repairs, his words are simply false. Mr. ****** was not present for any of this interaction so he can only go off hearsay from his employee. I was obviously physically present for all of this. At no point did an employee of ******** Warehouse make any indication they give me a phone call before repairs were made, regardless of price of repairs. That is why I chose not to leave my mower there for repair. The Cox communication employee was not present for this conversation. he was in the back making his repairs. In fact, the lady stepped away from the counter to check on him in the back because she thought he fell. Proves he was not there at the time of the conversation. 
  
  
  Mr. ****** also states I was in “a huff” at the time I was leaving. This is also a false statement. I was not angry, just choosing to take my business elsewhere. That turned out to be a good decision. 
  
  
  At no point did any employee tell me not to park where I was or to pull up to where I did to unload/load my mower. I would like to see video proof that the other direction (to the left) was available to exit, as I believe there was another car parked there and I would not have room to exit that direction either.
  
  
  Also another false statement from Mr. ****** is that my wife showed up to apologize. She showed up since I had my 2 year old daughter in the car and she was going to pick her up since we were in a dangerous situation. We did not feel comfortable or safe to have our daughter there with irate employees. In fact, the employee who spoke to my wife (his name is Rich) was actually very nice and told my wife I have every right to be angry and he apologized for how this all was handled. At the end of the entire encounter, Rich shook my hand through the window of my truck and apologized for how this was all handled. Speaks volumes when an employee is apologizing to the victim. 
  
  
  It is very extreme to claim Mr. ******** employees feel threatened since the gentleman that I had the verbal altercation was the instigator in the situation. Again, he made an aggressive move towards me which caused me to throw my hands up to defend myself in the event of a violent attack. Video can prove this. 
  
  
  In regard to the videos, I never stated I could not view the video. I have seen it several times. Mr. ****** has yet to provide any video that proves negligence to hit the mowers as well the possible false imprisonment that led to the altercation with the male employee. In fact, he uploaded the same videos again. Not sure why. 
  
  
  At the end of the day, Mr. ****** is upset because he was called out on what I believe to be a shady and crooked business. I am seeking a refund as I did not authorize these charges on my card and felt threatened and forced to pay full retail price for items I did not consent to purchase.