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Business Profile

Lawn Mowers

Rabalais Small Engines, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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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  • Initial Complaint

    Date:10/24/2024

    Type:Billing Issues
    Status:
    Resolved
    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 my Toro Timecutter riding mower(ZTR) to Rabalais Small Engine on September 29. They called me the next week with an estimate of $514. I authorized the repair but ****** from the service department told me they had to order parts and they also had a backlog of mowers to fix. Approximately one week later(around Oct 7), I called to check on the status. At this time, ****** told me the price had gone up to around $725. He said what they thought they needed to repair the mower didn't include the shaft on a spindle for the mower. I asked if they could expedite the part order since it was their mistake and I was told no, they couldn't do that. He then said he would call me when the mower was ready. After not hearing from them for over a week, I called them on October 18 around 3:00 PM and was told the mower was ready. I went to pick up my mower and the bill had gone up to $907.22. No one called me to tell me anything when the price went up.. The invoice showed a few items added(a belt and a pulley). I spoke to the service manager, he offered no explanation but was very nice and apologized. At a minimum, I feel that I should be refunded the additional items they added without my authorization. But, I also feel that they honor their original quote since they didn't know exactly what to order. It's not my problem that they didn't order all the parts they needed.

    Business Response

    Date: 10/28/2024

    COMPLAINT ID# ********     SUBMITTED 10/23/2024

    ORDER NUMBER:  ******

     

    I would like to begin my response to this matter with my sincere apology to our customer.  Upon receiving notice of this complaint, I immediately responded with a personal phone call to our customer.  I expressed my deepest apologies and explained to him that we would refund him the difference between the TOTAL amount billed, which was $907.22, and the APPROVED estimate of $725.00.  He was accepting of my offer and stated that he would return to our store the following week to receive his refund of $182.22.

    I feel that this problem was due to miscommunication between my employees and the matter has been discussed amongst them.

    Sincerely,

    ******* ***** ******* ***

    Rabalais Small Engines, Inc.

    Owner/President

Rabalais Small Engines, Inc. is BBB Accredited.

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