Complaints

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• Initial Complaint

  Date:04/15/2024

  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 am extremely dissatisfied with the recent chainsaw repair quote provided by Clark Farm Lawn & Garden. Despite being promised a 2-3 week turnaround time, it took an unreasonable 2.5 months for them to even look at my chainsaw and provide an estimate. Their quoted repair cost far exceeded the price of a brand-new chainsaw, making their services impractical and overpriced. The lack of communication regarding delays was frustrating, with excuses of the technician being sick and or on jury duty offered without any prior notice or apology. When I respectfully requested a refund of the $55 deposit due to the inconvenience, they adamantly refused, citing diagnostics that supposedly cost $95 that were not authorized by me. This complete disregard for customer service, coupled with exorbitant pricing, renders them wholly unreliable. I strongly caution against using their repair services.

  

  Business Response

  Date: 04/17/2024

  I apologize **************** for your dismay however we will gladly explain again since you chose this option.

  You did receive a 2-3 week turnaround once they were able to get to your unit. As stated to you before our 2 cycle tech did have to sit on jury duty for 2 weeks and was sick for almost a week during this timeframe, however this had little effect because the longest wait time was getting enough slow-down in our own customer base to get it into the shop. We do have signage in our store that explains that we work on our purchasing customers equipment first and that can/will add more time to non-purchasing customers units. The sign also indicates that the time provided is ONLY an estimate, we have no way of knowing how long repairs ahead of your unit will take or if techs will be absent, etc. 

  Furthermore our services are in line with other servicing dealers in the area, (we are less then some actually.) We cannot help that your unit needed extensive work. It after all is a box store brand product so it is designed to be disposable more than repairable. With labor rates posted in our shop you still chose to leave it for us to look at. We honored our obligation of doing just that, again the repairs it needs exceeded the cost of a new unit and would be the same at most any repair shop. 

  When you dropped off your unit you stated that it had been sitting for quite some time and had fuel issues and needed a chain. In actuality it needed much more than that and you are correct, it was not worth the repairs it needed however you chose to bring it in to be looked at. The very nominal $55.00 fee covers the techs time (labor) up to 30 min to diagnose the issues with your unit, look up parts and create a quote. There was no charge of $95.00 to you, they simply explained to you that the tech spent more time then the 30 minutes on your unit which far exceeded your diagnostic deposit however they were not charging you any additional diagnostic time.

  Regarding inconvenience, when they spoke with you on April 11th, 2024 you stated huh, I had forgotten all about the saw and then you indicated that there was nothing wrong with the saw and wanted to speak with the tech. On April 12, 2024, you spoke with the tech and went over the repairs and you indicated you understood and wanted us to dispose of the unit. Your grievance is mostly about the time period, again things and instances come up that are beyond our control and time periods given are just an estimate as posted in our service/parts area but if you actually sit down and look we did get to your unit within 4 weeks if you take out the time the tech was on jury duty and out sick.

  Again the only money you paid was $55.00 which was a non refundable diagnostic fee. If you have the unit repaired the $55 goes toward the repair, if you elect not to have it repaired it goes toward the estimate. This information is clearly posted in our store as well as shop labor rates, minimum time requirements, etc. The work order you signed upon drop off as well explains that there is a charge for a tech to look at any unit in for repair/estimate.