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:11/21/2024

  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 lawn H3132333536**3836**30H in since it wasn&#**;t starting. They have had it for a couple weeks now, and they are saying they found the choke was out of adjustment and that the battery cables were put in backwards (which made little sense). They said they tested it and it works, but when I picked it up it still didn&#**;t turn on. It says the battery was tested and it was good, but that makes little sense seeing as it wont turn on. They also replaced the battery from what I originally had. My original battery was replaced despite being tested and oked, and they also threw the old battery down so it definitely isn&#**;t working now. I have paid ****** so far.

  Business Response

  Date: 12/11/2024

  Thank you for the opportunity to respond.  I have reviewed the customer's statement.  A copy of his itemized receipts are attached.
  
  It is not exactly clear from customer's above statement, but on the day he came to pick-up his repair (11-14-24), his tractor was again not starting  for us to load-up.  The customer was informed of the issue, the battery was tested in his presence, and the results of the battery test screen were shown to him. It showed the "Battery Health 3%".  A new battery was necessary, and he authorized its replacement.  We then installed the new battery immediately, he paid for the battery ($86.54 with tax), and was able to leave with everything working properly. 
  
  Customer spoke to me personally on ********.  After hearing his concerns, I verified details with his technician to better explain what was found with his repair,and returned his call within a half hour.  (Surprisingly, the customer had apparently already submitted this complaint prior.)
  
  Customer's first concern was his disbelief that a battery that tested good on 11-12-24, could have lost its charge by 11-14-24. Mr. ******* flatly told me he does not believe this can happen.  Unfortunately, this is a real situation that does occur!  Some batteries take a charge, but are then unable to hold it.  If a recently charged battery loses its charge this quickly, it is bad.  There is no need to attempt another re-charge. I do not understand why customer refuses to understand this is a legitimate issue.
  
  Another concern customer had was again not believing the technicians comments that his battery cables were found on backwards.  He stated that it would have been impossible--as the "cables weren't long enough to be attached backwards".  While the cables were in their normal route,  because the battery had been turned incorrectly 180 degrees--they were reversed from their proper terminals.  So it makes perfect sense.  (These technician notes were only given to the customer so that he could avoid repeating the problem, no fees were involved.)
  
  Customer also stated was that his old battery, once re-tested and removed was "thrown down and damaged". As it was being left to avoid a core charge (we recycle), its condition after removal is not normally a concern.  But, I spoke to the person who was assisting, and while the old battery was not thrown, it did fall over after he scooted it away with his foot. It was not damaged.  It was tagged and is still present (only being  kept due to customer's ******************** complaint).
  
  Customer incurred NO additional charges because his battery was installed at pick-up vs. if it had been installed during initial review.  Our mechanic had attempted to save the customer from incurring the expense of a new battery originally--by not replacing it without cause.  For this, he should not be faulted. We try to be conservative when possible, but sometimes it does not work out. The battery is the customer's  expense, and he agreed to its purchase &installation.  There were no errors made in our shop.
  
  During our conversation on 11-21-24, I apologized for not returning his call sooner, as his earlier message had been filed away before reaching me.  I felt this delay had added to his aggravation.  For this misunderstanding,I offered customer a $40.00 courtesy credit. He said he wasn't sure this was "sufficient"... 
  
  Since the submission of his complaint, customer has now reversed charges on his credit card for both the balance of his shop repair $46.00 and the cost of the battery that he authorized us to put in his tractor $86.54--for a total of $132.54 short.  I do not want to have to go through the chargeback procedure this creates (on top of time lost creating this BBB response). If customer removes these chargebacks he has created now--so I do not need to go through this procedure--I am still willing to offer the $40 courtesy credit.
  
  Thank you.  

• Initial Complaint

  Date:09/13/2024

  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.

  Yes I talked to ***** regarding extending the warranty because they had over 7 days of having the item and when they picked it up on September the 6th the guy gave me the order ticket and told me that it would be a priority that they get it in as soon as possible because it was just purchased the end of August and this was the first time September the 5th of May using it and it shouldn't have to taking this long for me to contact them regarding this matter every time I send a unit to them it just sits for days so I thought about it at the right talk to ***** on the 11th I called back and talked to **** on the 12th regarding this matter of the unit not being worked on as soon as possible like I was told it would be I spent too much money with this company for things to just be neglected and I feel that my item is being neglected and me as a customer that spent *********************************************************************** 30 days of warranty for a used product that they repaired from another customer bringing it in and only want to give me 30 days on some work that they said that they have done and it took me to reach out to you all regarding **** not being fair to the customer that is this appointed of the product that I purchased that shouldn't have went back the next day of me using and sitting for 8 days they are open on the weekends in this matter should have been a priority to them to get back to the customer as soon as possible it took the September the 12th after I made the complaint that ***** called me and stated that it was just a fuel filter that was dirty that I would not be charged for any of the work that has been processed on the item and I did not agree to that so I explained ***** that I shouldn't have any charges anyhow if I just purchased a product that I use for one time and did not get the job fully done due to the more running hot and not performing it's duty like it should I do not give my money to no company especially the funds that I've gave to this company and all they want to do is give 30 days of the product being used and what the work they have done to it this is he say she say about what you all did to this product apparently it has more problems to it than what you all recall and I'm not willing to deal with that issue the product should be more than 30 days because we already see it has problems so I feel that I just would like a refund and move on to go take my money somewhere else.. and I also reached out Saturday morning when this company opened and asked to speak to ***** and **** and I was told that they wasn't in I asked to speak to **** was put on hold **** never came to the phone so I hung up and no one tried to reach back out to me to see what my concern was they are open every day of the week instead of Sundays so if you picked up the item on September the 6th it should have not taken six more days for you all too for the product in to get it checked out and repaired to give back to the customer.. you all are very inconvenience me as a customer that has given you all almost $2,000 for product that you all said was in good condition..

  Business Response

  Date: 09/13/2024

  Thank you for the opportunity to respond.  I have reviewed the customer's statement. 
  
  Customer spoke to me personally at the time she purchased the used rider, and again Wednesday, 9-11-24 regarding her repair status. 
  
  I confirmed to customer on Wednesday, that her ticket was prioritized (due to the recent purchase date) and was already scheduled to a mechanic for the following day (Thursday) and she had no issue with this. She only asked me to extend the specific warranty she had on the mower (for the deck lift), and I confirmed this would be done--and would cover the days we had the mower away from her. This is still the case.
  
  We picked this unit up from her home on a Friday (Sept 6th).  Our normal backlog was running an estimated 4 weeks for riding mower repairs at that time--and yet this unit was completed Thursday (yesterday) at closing 9-12-24--due to being prioritized.  This is a very fast turnaround--and even included a weekend too!  That really is only 4 working days that it waited to get into the shop.
  
  I was surprised at the very least, when I called the customer this morning.  I had good news--the mower was not only done--Art's owner had waived ALL fees for the fix as a courtesy--and it could be delivered anytime today.  The only issue the mower had was a blocked fuel filter, a simple maintenance item.  We are covering the diagnosis, the new fuel filter and the pick-up & delivery of the unit to the customer's home.  When I told her this, she suddenly said we hadn't been "fast enough" and she was writing the BBB?!  She then disconnected.  I didn't understand.
  
  I tried to reach out again, but she did not answer. I then saw she had probably already written the BBB, when I saw the time of the email?  I don't know why customer's attitude shifted between our conversation Wednesday afternoon and this morning.
  
  We do not take returns on purchases of new or used equipment.  This very minor issue was taken care of at no charge.  As used units do not have a "bumper-to-bumper"warranty (like a new unit would have), this was done as a courtesy for the customer.   But now, instead of just speaking to us directly, and having the mower delivered back today... we are communicating here.
  
  A copy of the FREE maintenance repair we have just completed (#W963806) is attached for review as well. I will be out of town until Sept.23rd.  Customer can contact anyone in our service department to set-up delivery of her rider, without waiting for my return. 
  Thank you, ***** ******.

  Customer Answer

  Date: 09/23/2024

  Afternoon this is ***** ****** now I have contacted parts lawn mower and repair on the 19th and try to speak to **** but she never got on the phone they had me on hold I hung up and never received a call back and they do have a caller ID  I call on 20th & ask to speak to ***** or **** I was told neither one of them was in  I would have to wait until ***** gets back in on the 23rd I have made two phone calls this morning but the line is busy and no one has reached out to me at all to resolve this matter.. days and weeks are going by and they have my product that I have asked for a refund.. they are holding a product that I have fully paid for and is sitting in their business not trying to resolve this issue.... This is very unprofessional of a business and a customer they have attitudes and it's not trying to compromise with the customer.. it's been since then September the 6th and it's almost October and I still do not have a product that I've paid too much money for me not to have or my money back..

  Customer Answer

  Date: 09/26/2024

   I'm sending another correspondence regarding this matter.. cuz in the response from the company minor explained that she will be out until the 23rd that I can contact someone else regarding the matter and I did that on multiple occasions I called to speak to **** she never came to the phone or returned a call even though they have a caller ID I called the next couple of days after  talk to ***** she said **** was not available .. I explained to her about the email that ***** sent to you all regarding me reaching out to someone else while she was out and I've done that on multiple occasions but no one from this company reached out to me discuss this matter even though they know why it was calling.. called a few days later and spoke to ***** again and ***** explained to me that ***** is the person that I needed to speak to I asked to speak to **** she said both of them were out and I had to wait to the 23rd for ***** too come back into the office and speak to her personally I contacted them that morning the line was busy then I called several more times and no one was answering the phone even though I left a message with ***** when I talked to ****** on the 23rd she explained that she had got that I had called but she did not try to reach out to me at all... Even though she put on the email to contact someone else while she was out so that's prolonging more time of them having the product in my money so I kept calling until I got in touch with someone and talk to ***** and it was the same conversation about them trying to have the product delivered to me I explained to her like I explained to **** I do not want the product and you all have had it over 8 days before I called on the 11th and the 12th talking to two different people I asked to speak to a supervisor they gave me **** I explained to **** that when the delivery guy came to pick up the item he explained to me that it was going to go in as a priority to be able to get the product back to me as soon as possible but talking to ***** like she explained to you all &  in the email that the product  haven't even been looked at or been in the service department and that was on the 11th of September and told me that she was going to have them to bring it in on the 12th but when I talk to **** on the 12th he told me something different from what she was explaining the product hadn't even been looked at on the 12th either due to his conversation so that's why I explained to him that I was just like my money back and that's what I'm explaining to you all when I made the complaint and I've also mentioned this several times to ***** over and over again and they refuse to give me my money back.. But on September the 5th when I contacted Arts lawn mower service I spoke to **** and **** explain to me that it was no one that could help me out with this matter when I explained to her the person that sold me the product that the item was shutting off not starting back up not performing like it should and only being used one time I told her that this is the first time that I'm using this product someone from the company should come and check the item out **** came out to my home when the lawn mower was not working sitting in my backyard cooling off when she got here she kind of observed it sat on it started it up at the it cooled off for a while she heard the noise that it was performing and told me that she didn't know what that noise was coming from she wasn't a repair person and told me do not try to put in reverse because it was constantly shutting off just to use the lawn mower going forward and she will make me or work ticket for the delivery person to come and pick up on September the 6th delivery guy came to pick up the lawn mower on the 6th sometime in the evening and explain to me that it was a priority for them to get it in and get it back to me as soon as possible he gave me the ticket and those was his words I explained to him and details how the lawn mowers performing and he said he was going to give them that information as well and someone will be reaching out to me when it had been checked out to let me know what the matters was so days had went on for days past 6 or 7 Days of them picking it up on September 6th I contacted ***** on the 11th of September to talk to her about the warranty extension.. and after our conversation I sat back and thought about it if it was a priority for this company to resolve this issue they would have got this item in as soon as possible not taking days for to just sit and not being attended to if I wouldn't have never reached out to them the item would have been sitting there collecting those just like a lawn mower I had put in for service before I purchase this item from them I sent it in I believe in the end of May beginning of June every time I had contacted them regarding my lawn mower being worked on they had told me the lawn mower had never been looked at in the service department have not even started on it it was going to take more weeks they gave me 4 weeks when I first put it in but it had took more than 4 weeks every time I would call regarding the lawn mower repair they would always give me weeks and weeks off said that they were behind so I sat back and being patient they called me around July and explain to me what the product charges would be to fix that product and I spoke to **** she mentioned to me that they would have a lawn mower that they possibly could sell me because I explained to them that the product that I brought in for repair that it was too costly and I can put that money on another product she told me to hold up she would keep me informed when the item came in and they checked it out and worked on the item I had to keep calling them regarding this matter I  finally received a phone call from *** explaining that the product was ready and how much it would cost so I went in to see the product & instituced the product to me and went over details of how it worked but she never explained to me that you will have to turn the key to put the item in reverse when you're using the lawn mower that was not explained to me at all but she brought it up on September the 5th when I was explaining to her about how the lawn mower was performing and I explained to her you never gave me those details when you were introducing the product to me explaining how it worked so that's why she came out willingly to help me out because the product was not performing properly I called her after she left my home and told me what to do I explained to her that soon as she left the lawn mower still was giving me problems I could not finish my yard it shut off on multiple occasions again running hot will not move could not get the lawn mower out of my backyard I had to wait for it to cool off moved it from that direction to the front of my home & had too let it cool off again to start up to put in my garage I asked her should I leave it out on my front and she explained to me no make sure you put it in the garage so no one with tamper with it I had to let it sit for a while for it to start back up to put it in my garage it will start up once it cools off but if it has been running for a while it's not performing like it should if it's being a lawn mower that this company says that they have worked on in it as being fixed and working properly I feel that it might have been worked on but not fix properly because it wouldn't have given me these many problems and the item was sent to them by a customer that was having problems with it before so it's no telling what's all wrong with this lawn mower other than what art s repair company is saying I do not trust them because it shouldn't have had any problems for the first time that I used it and go right back to the shop and now they want to only say it's only a fuel filter all that should have been replaced and taking care of before sold to anyone.. so they still have the product in their possession and refuse to give me my money back so the company is reliable for giving my money back the product is not in my possession and I do not want to be stuck with someone else's junk and have to be paying for this product to constantly keep going back to the repair I do not have money to keep paying arts and no other company to pick up the item fix on it or delivering charges...

  Business Response

  Date: 10/01/2024

  Thank you for allowing me to respond again...

  Customer was informed prior to her complaint that equipment purchases are not returnable--this policy has not changed.
  
  The  mower has been available for delivery since I called her early in the morning of 9-13-24.  I had called to schedule her delivery, with the good news that there were NO charges for correcting a minor maintenance issue (a new fuel filter). I was shocked when she stated she was contacting the BBB.  Although anxious for her mower's return, our conversation on 9-11 gave no indication of trouble. 
  
  In my first response thru the BBB, I noted that I would be on vacation--but that anyone in our service department could schedule her mower's immediate return.  In my absence,customer still called asking for me and then her salesperson.  On my return, customer called me 9-24, still loudly demanding a full refund.  I stated her mower remains ready anytime for delivery--and that the only delay since 9-13 was her not allowing us to schedule it's return.  After shouting for a long period at me,while I repeatedly asked to maintain a civil discussion... she hung up yet again.
  
  The only hold-up here is the customer.  We can deliver her ********************** back whenever she agrees--which she knows.  We would love to put this issue to rest.  There have been NO charges for the fuel filter or travel as a courtesy, so there can be no complaint about that.  Customer cannot state we are keeping her ********************** from her, when she will not accept delivery.
  
  I will also state, my staff has been extremely professional,despite customer's shouting. Professionalism does not mean we must agree to all demands.  (Our salesperson even went to her home to go over operating instructions in-person a second time! That's customer service!)  The only disagreement is customer's continued demands for a refund. Frankly, if I would have ever considered altering our policy for returns--I certainly would not do so considering the customer's behavior, the misrepresentations she has written here, and all the time our staff has expended. 

  Customer is still encouraged to simply call for delivery of her mower at no charge.  Thank you,Merna 

  Customer Answer

  Date: 10/04/2024

  I would like to respond to the company's response I was never told that the item could not be returned at all this is the first time ever seen this to me.. but like I explained several times that I'm not going to be responsible for someone else's trash I am going to take this to court because they are lying all ***** have explained to me in front of **** and **** knows that this was a problem when she came out and that's why she made up a ticket she knew how it was sounding I called her as soon as she left my home told her that the machine was constantly still going out when she told me to only drive it forward I called her as soon as possible and explain that the lawn mower still is running hot it's not able to be used I have to wait until it cools off to move it into my garage and this is a problem and I don't feel that it's just a fuel filter this was a item that a customer brought in that had a problem they worked on it and it's still a problem so I am not going to take anything back that is a problem of my first time using it I never told that it's not returnable and it's not on my receipt display nowhere.... Oh that was explained to me that it was a bumper to bumper warranty of the work that they had done on it and that was the deck I don't know what the deck is but apparently the deck is not the only thing that is wrong with this item.. I explained to **** on the 12th that I did not want the product back I wanted my money back it was never told that it was no returns from him and ***** did not tell me that when she came back on the 23rd of September or whenever it was in September I explained to them that you all waited until I reached out to the better Business bureau about this issue you picked up the item on September the 6th had it until the 11th until I called still did not take time to get on the product until I reached out to the better Business bureau I have called multiple times explaining that I should not be responsible for the days that they have had the the lawn mower of the warranty you cannot count warranty when the company has had it for 8 days and never looked at it like I said it was told to me by delivery guy that it was going to go in as soon as possible it was a priority for them to get on it and like I said before calling ***** on the 11th she told me that the lawn mower has not even been looked at asked me the details of what was going on with the the lawn mower I gave all the details of what was going with it and explain to **** on the following day that it should not have set for 8 days and you all have not attended to get it in but I've spent my money they told me that when the product came in that they had to repair it and get it working so a customer brought this problem in they said it was fixed apparently it wasn't fixed properly because it wouldn't have been giving me problems of my first time of use and them picking it back up so apparently everything was not replaced or fix properly... And just cuz the customer might have said that the deck was the only thing wrong if you have not checked as a company to see other matters of this lawn mower being needing to be worked on that should have been done before selling but I do not have anything in writing stating that it was not returnable this just came up as their responding to you...

  Customer Answer

  Date: 10/04/2024

  My mistake I've read the bottom of my receipt and I have submitted a screenshot of the paperwork it says 15% restocking charges on return goods most equipment and special orders items are not refundable equipment service with gas or oil or used or not refundable it does not no refunds on used lawn mowers that has been repaired and brought in from customers end up in the summary of the item from the person that brought the item in for a repair history it says Evaluate rear engine rider pick up for Savage.. so this was a Savage item that a customer brought in that had probably multiple problems..

  The first time of me purchasing this item was August 24th 2024 I received the item on August 25th, My first time using it was September the 5th and this is the problem going right back to them.. and do this was not finished in my yard by this lawn mower and this company has very inconvenience me I paid too much money for item that I just use one time have to go back to a shop that the company said that they fixed and it was ready and all the information was not given in details by the seller and no handbook or anything and I asked **** about an extra key as well and she told me that they only had one but when the delivery guy came over he had his own key but it doesn't add up if you tell a customer that it's a priority of getting on the item it shouldn't sit in your establishment over 8 days until the customer calls you if it's a priority it should have been brought in and service as soon as possible especially when the customer just spent over $1,200 for someone else's problem I'm not going to keep going back and forth with this company that is trying to get money off of me and have me stuck with a product that is used and had problems of coming in and giving me problems that it has to be sent back in it does not add up at all... They still have the product and their possession I only have the key I explained to the better Business bureau just like I explained to **** and ***** I do not want the problem I would just take this matter to court.. and look on the other page that I submitted to you or it says all claims and returnable goods must be applied by this bill 15% restocking charges on returnable items..

• Initial Complaint

  Date:06/12/2024

  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 put my mower in on March 25, 2024 to change belts, throttle cable and they charged me $892.00.  This morning I was cutting grass and the transmission pulley just dropped off and my tension pulley bearings were totally gone and the bearings look old and were gone.  The belts look like they haven't been changed.  They asked me what do you want me to do?  They said ain't nothing free.  I wasn't looking for anything free.  I have had issues with them since March 2024.  The issues should have been replaced.  I am not happy at all because I am loosing money.   
  
  I  want all of my money back. 

  Business Response

  Date: 07/09/2024

  Thank you for the opportunity to respond.  I have reviewed the customer's previous work--and both receipts are attached.

  The primary job was picked-up by the customer 3-25-24 (#*********.  It details our regular yearly maintenance package for a commercial walk-behind model. It includes adjustments of all cables, and a final check of operation by the technician.  The unit is ran additionally by our warehouse crew to move the unit into storage and again when loading up for delivery to the customer's home.  No problems were experienced.

  The mower came back over a month later 5-10-24 with a complaint of the throttle cable not working (#W962749).  In consideration of earlier maintenance work, the job was put into our shop on a RUSH 5-14-24.  The throttle cable's inner wire was found to have broken internally, and was replaced. Unit was again put through the same testing. (This work not part of original work performed, all original work was still OK.)  Customer picked-up *******.

  Our records indicate customer contacted us approximately 4 weeks later by phone, on 6-10-24 about "starting issues".  He cancelled his request for service the next day.  That was the last contact on record.  (The complaint states the unit would not start for customer on 6-12 and then he took elsewhere?)

  I do not know what the customer vaguely refers to when he states someone else told him he had "issues with the throttle cable". What kind of issues? Who?  There was no question that the old cable had become unusable and needed to be replaced.  The old cable wire was broken,and the old cable was returned with his repair--for him to see the damage.   

  Unfortunately, since customer has not shown us what problems the new cable was creating, I am unable to speak further.  Possibly he means it needed an adjustment?  He does not state details, and we have been given no opportunity to inspect further.  Our work and our parts are guaranteed for 30 days in-season.  I can be reached for any questions.  Thank you.

  Customer Answer

  Date: 07/23/2024

  They never return no old parts to me no throttle cable no belts and no pulley that they changed out nothing they did a job right aint no way you shouldve seen this pulleyunderneath that was bad

  no, when I get my my 32 walk behind back originally the first time no I did not get up on it and look because Im just knowing that everything was done

  three times Ive been down since March with estimated of about $1000 loss

  Customer Answer

  Date: 07/30/2024

  I needed a transmission pulley and Art's told me it was on back order but I called the distributer and ordered the part myself and was told it is not on back order. I feel like they are discriminating against me for making a complaint against them. 

  Business Response

  Date: 08/01/2024

  Although I was contacted by the BBB that this case was closed, I will try to respond to these second customer messages--which seem unrelated to original complaint about a throttle cable...
  
  While it our normal procedure to return parts (they are normally tied in a bag or sitting on top of the unit), I was not present when the original repair was picked-up in March.    However, I was present when picked-up after the rush repair in May (when we replaced the throttle cable)--and the old cable was definitely present.  Given that I also identified that the throttle cable was inoperable--with the customer still present--the day of drop-off, the whereabouts of the old cable seem a moot point, as customer was already aware of the cable's problem.
  
  There was never a pulley replaced--so I am not sure what pulley the customer is referring to??  Does he mean to say we should have??  If a pulley had presented as being bad/noisy--we would have recommended replacement during his original job--but we did not see a need at that time (March).  It seems customer is upset that parts were replaced--and also upset that parts were not replaced? 
  
  Please realize, the original repair was in done in March.  The throttle replaced in May.  ********'s original complaint came in June. (There was never a mention of pulley issues until this commentary.)  Again, our work and our parts are guaranteed for 30 days in-season.  I can be reached for any questions, but I think we have covered everything.  Thank you, *****

  
  P.S.  Customer also added additional comment about an ordered part "not really" being on back-order.  I assure you our parts department is too busy to create a story to mislead the customer--and it is doubtful they even knew his connection to this service complaint. There is no advantage for us to withhold a pre-paid part from a customer.  I couldn't imagine anyone wasting the time to create fake paperwork to make sure everyone from our office personnel to our receiving personnel to our parts-counter personnel were all onboard with such a ruse.  No one would do this! Trust me when I say, our short-handed crew working 6-days a week wouldn't create extra work for themselves.

  When a part is on back-order, we rarely know it has been released until it arrives--and then we call our customer with good news!  If your part became available somewhere else--great--but it didn't come from the distributor as you state.  I know this because the Exmark distributor does not sell direct to consumers, ever. 

  Customer Answer

  Date: 08/01/2024

  Complaint: 21838685
  
  I have reviewed the business' response and am rejecting it because: I believe what is being said is a lie and I have proof to back up what I have said. I did in fact order directly from Exmark and my order is on its way. 
  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/13/2024

  I am responding to customer's last comment.  I feel customer is just confused, and not outright lying (as he accuses us).  For clarification, I correctly stated that the Exmark DISTRIBUTOR does NOT sell directly to consumers.  However, could the customer have purchased a part online directly from Exmark's national website?  This is a possibility--but not thru our distributor as he has stated.  (Thankfully, dealers are still given a credit back for these online sales which originate locally.)  Regardless, dealers have no control of part availability through these sources.  Thank you again for allowing me to correct this misunderstanding.   

  Customer Answer

  Date: 08/13/2024

  Complaint: 21838685
  
  I have reviewed the business' response and am rejecting it because:
  I am rejecting this, and I would like to take further action against the company and reimbursing some of my money
  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/13/2024

  And that pulley underneath clearly shouldve been changed shouldve called me about changing it out like they did about the one pulling up top. Thats why I think I should get some of my money back.

• Initial Complaint

  Date:06/30/2023

  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.

  I took my lawn mower in to service the lawn mower, the starter wasn't starting. They charged me $449.34 and I paid it up front. When my son went to pick it up, it wouldn't start. They said there was something wrong with the cam shaft. They said they are charging me only for the part. To me, this should have been fixed when I went in to get it. I shouldn't have to pay $88 extra. He said those parts are expensive. I took it in for them to repair it.
  
  I would like my lawn mower to be repaired without having to pay extra for it.

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity to respond with corrections & clarifications.  Sorry for the delay. 
  

  1.  This mower originally had internal engine repairs performed--this included replacing the broken compression release & camshaft (which were found laying broken inside the engine).  Customer was contacted and approved internal repair.  We re-assembled the engine with new seals and fresh oil.  The mower was started and test operated. Our mechanic noticed the fuel solenoid on the carburetor was sticking--he was able to free-up using spray cleaner (at no change to estimate).  He was then able to successfully test run engine.  (I have attached customer's receipt ********).
  
  2.  At time of pick-up, unit was not able to be started.  A mechanic evaluated mower's issue and discovered the carburetor's fuel solenoid was not operating properly again.  (The earlier cleaning was not able to correct the situation long term.)  Customer was contacted about the need for this additional part--which was UNRELATED to the earlier repair (this is an external part of the carburetor).  We then replaced the fuel solenoid without any labor charge as a courtesy for the original larger job.  Customer was only charged for the item $81.64 + tax. (I have attached customer's receipt *******).
  

  The mechanic's attempt to clean the solenoid originally was the proper procedure--we do not want to replace expensive components if it is not necessary.  Since it began operating normally--he believed the situation was solved--and there was no additional cost for the customer!
  

  Our mechanics try to control customer expenses--we want reliable jobs--but we don't want to load repairs with unnecessary parts either.  It's a fine line sometimes--but done to be fair.  Unfortunately, this part ultimately failed--so replacement was then required.  (The fuel solenoid is not part of original internal damage repair.) 
  

  Our work comes with a 30 day guarantee on parts and labor--for repairs performed and parts we installed.  We can not guarantee all items from failure--only those we replace. Customer did not incur ANY labor charges when we originally cleaned solenoid OR when we replaced it.  Whether we had replaced it during the "original" repair or during its "second look", paying for a new part is always the customer's responsibility.  
  

  Customers use, wear out and break their mowers.  We report & repair that damage.  We didn't wear out the fuel solenoid--we tried cleaning it only to avoid replacing it on the customer's behalf.  In the end this didn't work--but by trying--it doesn't make the part our responsibility.
  

  If there are any questions, the customer can contact me for details.  Thank you, *****