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:03/30/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Please be advised that on 03.23.2023 we arrived at 3B Outdoor Equipment in West Monroe, LA to pickup our Scag Patriot Mower. The mower had been dropped off for some warranty work involving the starter not doing anything (occasionally) when the key is turned to start. They advised the mower was ready. However, they told me there was a charge of $63.50. I asked about the charge and they advised it was a "Diagnosis Fee" and "Shop Supplies" (no shop supplies listed). I advised staff that the mower was under warranty. They responded that since they mechanic could not figure out the issue, we would be charged. I told staff that I had already discussed the issue with the Scag Regional Support in Texas (Texas Outdoor - ***** ******) and they were familiar with this issue on this mower. The staff then advised the only person who can remove the charge is "******" at their Monroe location. I asked them to get ****** on the phone. I explained the above to ****** and he advised he would have the charge removed....and asked I give the phone back to staff. When staff hung up the phone with ******, staff advised the charge was $63.50. Puzzled, I said ****** told me the charge was waived because of warranty. Staff (lady) said ****** asked her if I purchased the mower from that location. She told him no and he advised her to charge me anyway. That said - the mower is under warranty. It is not the consumer's fault the mechanic cannot find the issue...something still is not working as it supposed to. The mechanic actually told me he has seen this specific model with this problem and has not been able to figure the issue out. Scag regional admits there is an issue.

  Business Response

  Date: 03/30/2023

  I apologize for the mistake and miscommunication error.  We'd be happy to refund Mr. ******** his money and to meet his request.  Please have Mr. ******** contact 3B Outdoor in Monroe at 318-855-3219 to fulfill his request.  Thanks again!

  **** *******
  

  Customer Answer

  Date: 04/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:11/30/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 dropped my mower off a few days before Thanksgiving. It was running rough, not getting enough power. The mower has around 57 hours on it. The mower is at 3B so I'm not precise on that. Dropped it off, spoke with the gentlemen about the issue. He said no problem "we will get it taken care of....is that all you want us to do"? I said "yes, I just want the mower to run like it should" I called Monday morning 11/28/22 and spoke with ****. He said they were still waiting on parts. He and I didn't discuss any possibility of warranty not being honored or that I would owe any money. I was contacted Monday evening, via automated text that mower was ready. I go to pick my mower up today and the gentleman at the counter said I owed $200 to be able to get my mower. He said "we called and warranty isn't gonna cover it" when I asked why, he couldn't provide an answer. I have meticulously maintained the mower since I bought it. Always used non ethanol premium fuel....This is the first mechanical issue it has had. I changed all fluids according to my owners manual. Basically 3B and Hustler/Kohler are saying I'm negligent is what I understand? They want me to pay for this when not a single person called and told me that the warranty would not honor the mechanical issue. We are living in hard times and I was not expecting to have to pay for something that's under warranty. There has been zero neglect on the mower and it should be covered under warranty. I want 3B to make this right. After spending $10k on a mower, this is how you get treated. I'd also like the documentation of all work done. Diagnosis, and documentation from them calling about the warranty to get it fixed. Who denied it? I just want my mower back. I feel like I'm being swindled by either 3B or Hustler/Kohler. Make this right! Thank you
  
  ****** *****

  Business Response

  Date: 12/05/2022

  Consumer Response /* (2000, 6, 2022/12/01) */
  ****, the owner of 3B, spoke with me about the issue this morning. I contacted the engine manufacturer and they agreed to cover the failed part. I have no issues or complaints with 3B outdoor.