Complaints

This profile includes complaints for Carthage Saw & Mower, Inc,'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Carthage Saw & Mower, Inc, has 2 locations, listed below.

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  Carthage Saw & Mower, Inc,

  3812 US Highway 15 501 Carthage, NC 28327

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  Carthage Saw & Mower, Inc,

  PO Box 893 Carthage, NC 28327-0893

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:07/20/2023

  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 was told that it would take about two weeks to get to my ******************************** it. This took 3 weeks. I had to call to figure out what was going on. They said that the governor inside my engine was broken & due to the age of the engine there were no replacement parts available. The options I was given was to replace the engine or run it until it blows up. They said it would take 10 days to have the engine delivered to them & 2 days to put the new engine on my mower. I asked the owner of the company for an out the door price & was told it would cost $2,250. I opted to have them replace the engine. They required that I put down a $500 deposit before replacing the engine. When I got the final invoice it was higher than what I was quoted. When I questioned it the best the owner would do was to credit $50. They blamed their vendors for the difference in price even though they misquoted me for an out the door price. When I asked about the part being more expensive, the owner let it slip that they did not order the part when I put my deposit down and the part increased by the time they ordered it. I was told that it would take 10 +/- days to get the new part delivered and installed. This ended up taking 2 months. I couldnt go to another business because they made me put down a $500 deposit. They gave me the run around blaming ********************* else as to why it wasnt done. When the engine did arrive, it took about a month for them to get it replaced. They told me it was delivered two weeks after it arrived, which was a lie based on the work order accompanying this complaint. The only reason they got it done is because I had to go in and remind them that the part had arrived so they could line it up with the service department. I was charged and paid $2,698.74 to Carthage Saw & Mower. I would like to be refunded the $498.74 I was overcharged based on the out the door price of $2,250 I was told by the owner of Carthage Saw & Mower.

  Business Response

  Date: 07/28/2023

  Multiple factors led to delays:

  shipping issues

  backorder issues

  staffing health issues

  We did give a $50 courtesy discount and apologized multiple times. 

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

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20347248
  
  I am rejecting this response because:

  I was quoted an out the door amount and then billed almost $500 higher than the quote. The time delay was not the main reason for the complaint. 

  Sincerely,
  
  *************************

  Business Response

  Date: 08/01/2023

  **************** is mistaken. We did not give an "out-the door" price, each time he was give an estimate. By definition an estimate is the cost based on known conditions at the time given and subject to change if factors change. 

  As we said in our response, inflation affects the costs as parts are shipped, labor for repair can take longer than expected, previously unidentified problems (like the melted pulley) are discovered. 

  You have seen the notes on the repair ticket and the transcript of the text messages. Neither show a set price.

  Business Response

  Date: 08/01/2023

  **************** is mistaken. We did not give an "out-the door" price, each time he was give an estimate. By definition an estimate is the cost based on known conditions at the time given and subject to change if factors change. 

  As we said in our response, inflation affects the costs as parts are shipped, labor for repair can take longer than expected, previously unidentified problems (like the melted pulley) are discovered. 

  You have seen the notes on the repair ticket and the transcript of the text messages. Neither show a set price.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20347248
  
  I am rejecting this response because:

  The out the door price I received from ************** was over the phone, not in writing. ************** not documenting this as a hard price on her end is only her side of the story. I wrote down notes from our call in which I was given a hard price. We agreed on an out the door price and then I was overcharged after the work was completed. This conversation should hold as a verbal contract between ************** and I, as I expressly requested a hard out the door number from *************. ****************** position of "no written evidence" of this is not accurate as she did not document it this way. I have my notes from our call stating the hard price. ***************** stance is a shift from the conversation that she and I had before agreeing to proceed with the repair. ****************** neglect in communicating and ordering the part in a timely fashion caused a price increase to an amount that was not in our agreement.

  Regards,
  
  *************************