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:03/09/2023

  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.

  We purchased a new Stihl Pressure Washer on 02/12/22. When I called the store 03/08/23 to inquire about our warranty. I provided receipt information, and was told it was still covered. We took the pressure washer to the store for repair. We received a call about and hour after dropping it off, telling me it had low pressure, and we owed $40 for labor, plus cost of oil, but that the pressure washer wasnt registered for warranty. Though the manager waived that cost, he informed us that our pressure washer was pre-owned, and was never registered by previous owner. We were NEVER informed that it was used or not registered when purchased (all Stihl products that we have previously purchased, were registered before we even left the store). Manager said there was nothing he could do, he even admitted that the price we paid was full sticker price for a new pressure washer. We paid full price, and are now left with no recourse to repair the pressure washer that should have been protected under the manufacturer warranty. The purpose of buying new, and investing the amount of money that we did, was to ensure that our investment was protected. We are now left with $500 pressure washer that they want to charge us $190 for a pump, and $80 in labor to repair. This was clearly a sale made under false pretense, and utter lack of ethics on the part of the store. We are seeking assistance to have the store take back the pressure washer we have, to be replaced with what we should have received from the beginning, a new pressure washer, complete with valid manufacturer warranty. We do not know the history of the item we currently have, or why it was returned and if it ever worked properly or been repaired. Simply throwing up their arms and saying sorry is absolutely unacceptable,

  Business Response

  Date: 03/27/2023

  THIS GENTLEMAN DID ENTER MY STORE WITH A DAMAGED PRESSURE WASHER.

  I SPOKE WITH HIM AND AGREED TO WAIVE ANY COST HE HAD INCURRED. I ALSO INFORMED HIM THAT THE **** WAS NOT REGISTERED IN HIS NAME IN THE ***** SYSTEM. THEREFORE HE HAD NO WARRANTY, ALSO HE PURCHASED THIS **** WITH THE PREVIOUS OWNERS AND I HAD NO INFORMATION TO GIVE HIM. I GAVE HIM THE ADDRESS OF THE PREVIOUS OWNER'S ACE STORE IN ******. 

  AT NO TIME DID I TELL HIM THE **** WAS USED AS I HAD NO INFORMATION ABOUT THE ***** OTHER THAN THE RECEIPT DATED BEFORE WE TOOK OWNERSHIP OF THE STORE. 

  WE LATER FOUND THE WARRANTY UNDER HIS WIFE'S NAME, HE HAD ALREADY CONTACTED *****. ***** AUTHORIZED US TO GIVE HIM A NEW **** AND WE COMPLIED.

  THIS GENTLEMAN WAS COMBATIVE AND LOUD THROUGH THIS ENTIRE ORDEAL, I AND MY ASSOCIATES NEVER TREATED HIM WITH ANYTHING OTHER THAN THE RESPECT HE DESERVED AS A CUSTOMER HERE AT ACE, ALTHOUGH HE AND HIS WIFE SEEMED VERY DISORIENTED AT TIMES.

   

  THANK YOU, *******************