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Business Profile

Utility Trailers

Austin Sales, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Utility Trailers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:06/12/2024

    Type:Billing Issues
    Status:
    Answered
    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 lawn mower to Austin's Trailers and Motorsports to be fixed and they charged me over $500 to fix it. When it was returned to me, it was still having the same issue that I took it in to them for. They refused to honor their work and told me had I to pay them to again to fix it.

    Business Response

    Date: 08/14/2024

    On May 17th, 2024 our company Austin Trailers and Motorsports did in fact complete repairs on Mr. ***** ***** lawn mower. In this service we took the time to diagnose and fix the issue we discovered at the time. When Mr. **** brought the mower in for service and stated it would not run. In the repairs we completed we discovered it needed a new carburetor kit, spark plugs, and air filter.  Once our service technician completed his repairs drove the mower around and cut some grass testing it before calling Mr **** to tell him it was completed.  Mr **** had his neighbor come and pick up the mower for him, a few day's later we were called by Mr ****'s wife saying the mower ran and cut grass for 15-20 and when her son got off and got back on the mower wouldn't start again. We attempted to walk Mrs **** through some things to check on site those attempts did not work she advised she would get with her husband and have him contact us.

    Mr. **** called the next day and spoke to myself and started to advise of the issue it was having. I advised the customer that we would come and pick the machine up and look at it to see what's going on. We advised the customer that we had it running and had cut grass with it before calling for them to pick it up. I advised to the customer that the issue he was describing sounded like a different issue than the issue it came in for. We advised to the customer that we would come and pick it up and if it was an issue caused by us we wouldn't charge for the pick up, however if it was a new or seperate issue (due to the fact Mr. **** had attempted to work on it himself/or had someone else work on it before bringing it to us) that wasn't caused from the work we did we would charge our pick/delivery fee. Mr **** didn't like the answer that I provided and said he would have to think about it.

    The next day Mr **** called and spoke to ****, when he got **** on the phone he started to describe that it was doing the same thing as it was previously before we worked on it (however we were aware of the issue he called and described the day before and told him once again that we could come and pick it up however if the issue wasn't due to the work we did we would charge the $95 pick up and delivery fee. After advising him of this we hadn't heard back from him until received this notification and the negative response he's put on the internet about our business. We are more than willing to fix an issue if it was caused by the work we did however if it was a new issue not from our work we did previously we would charge for the new diagnose. We weren't give n the opportunity to see what was causing the new issue to arise as the customer never brought the mower back to us. However we were more than happy to fix the issue if it was an issue caused by the work we did but Mr **** wanted us to guarantee him we wouldn't charge him to pick it up, however we weren't willing to do that without knowing what was causing the issue based on the way it was being described to us. 

Austin Sales, Inc. is NOT a BBB Accredited Business.

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