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:08/25/2023

  Type:Customer Service 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.

  My boyfriend and I went to take a chainsaw back to this store because it was not working properly. *** and **** asked what was wrong with it. The lady was rude from the get go and my boyfriend got cut with the chainsaw. The guy started it up and I continue talking to the lady and she was just rude. All I asked for is proof that we dropped this saw off. I asked to see the tag and the receipt for proof that we dropped this chainsaw off. She had very poor customer service. I had to go back to the store to exchange it or to get our money back. The company that made it told me to go back to the store to exchange it or to take it to be repaired. This is not what we want and we would love to have the refund. We brought in the receipt.

  Business Response

  Date: 08/25/2023

  The complainant and your husband came into our store yesterday to attempt a refund on a used saw. They man was very rude from the initial encounter. We tried to gather information to try and assist him and he was very aggressive with his behavior. **** then came up and tested the saw as the gentleman said the saw would not run. The saw started right up and ran perfectly. **** asked the gentleman what he was wanting to do. He said he was done with it. He no longer wanted that brand he wanted a husky. **** explained to them that he would have to get with our ***** rep to get approval. That’s when they both became extreme aggressive.  **** told them we could check the saw and hopefully we would hear back the next day.  The lady said she wanted proof of them leaving the saw here. I told her they could take the saw we actually only needed the serial number. Then her husband asked the same question aggressively. I responded with the same answer. Then his wife started screaming at me that I didn’t need to speak to him only her.  It escalated quite quickly. I tried to explain to her I was only answering his question that he asked me. Then she charged at me in which her husband had to restrain her and push her out the door. 
  These two customer’s were agressive and rude from the moment they walked up to the counter  

  We have spoke with ***** and their policy is a7 day policy if the equipment if faulty or the customer is unhappy with their purchase they have the ability to bring it in and use the warranty to have it repaired under warranty or exchange to a different piece of equipment. But, ***** does not offer cash refunds. 
  

  The customer also stated this saw didn’t even get through one cut. This saw has clearly been used quite a bit. You can tell by examining the saw. The customer also stated when they were in here that his hand got cut by someone else’s saw not this saw as stated in her statement. 
  

  We will follow *****’s policy as per the guidelines of our dealership agreement with them. 
  

  Thank you,

  *** *****