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Business Profile

Lawn Mower Repair

Loftis Small Engine

This business is NOT BBB Accredited.

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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:08/27/2024

    Type:Service or Repair 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.
    Loftis Small Engine Repair in *****, ******** has had my commercial Husqvarna PZ72 Lawnmower for nearly 2 months. I have called several times and made personal appearances at the facility several times, talking to different people, with the same response (as they look into the computer), "It looks like a part is being ordered". Loftis NEVER contacts me, "I" have to contact them but to no avail. They STILL have my mower and it continues to cost me money without it. They have no solutions to offer and have NEVER attempted to contact me to date. The Missouri Attorney General and ******************** have been contacted.

    Business Response

    Date: 11/26/2024

    It took us two weeks to look and bring your mower back to you. The hydraulic tank had too much oil and that's why there was oil coming out of it. We dropped the level down to 1" below the cap. There is a fill level in the tank, it should be between 1" and 2" down from the top. As the mower heats up the level will rise, that's why it needs to down and not completely to the top. I'm definitely not lying to you because that's not me. We absolutely have some problems, but are and will always try to do better. I'm sorry that you feel will have dropped the ball with you and your mower.  The consumer states we've done a bad job, but he continues to contact us for service. 

    The customer stated that we were waiting on parts for his unit and that we can not control the time it takes Husqvarna to ship us parts for his unit. We did everything in our power to expedite it but that was outside of our control. He also claims that **************;does not supply those parts which is technically not true because they do. Attached is his invoice for the amount he paid and the parts we replaced, he approved the wheel motor and Pump adding to around $1500 I did state this was just the parts for the repair and not the labor needed to install them and he agreed to the repair. When he first brought his unit in, it was peak season and he knew it was going to take us 3 weeks before we were going to look at it. Then after the first 3 or so weeks, we called him asking for approval to repair the unit, and on the first call he told me he was going to have to think about it and get back to us. The next week we got approval from him and started the process of ordering the wheel motor(the pump was in stock). We then had to wait about 6 weeks before we got the new wheel and pump motor in. The drive pulley on the old pump was fully seized to the pump shaft, so we had to replace it which is very common on units of this age, I will add as a note this unit is 10 years old. In total the bill came to just under $1850 before tax, then $150 for the hydro service.  we then also changed the oil on the engine and replaced the fuel pump just to make sure the customer would not have any other problems with his unit once he got it back because it was way over full of oil and smelled of gas. Once he got it back he mowed with it twice and the drive belt snapped without question I sent a mechanic to his house and they replaced the drive belt free of charge (********* belt $49.99 and labor 1.5 $120 total of $180) even though it was a wear item that could have snapped at any time. We do the best we can and are a small shop with thousands of units that come through our doors every year, and as you can see over the last 15 years of business we don't have to answer back to letters like this. Thanks ***** Loftis ************.

Loftis Small Engine is NOT a BBB Accredited Business.

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