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:05/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This has been going on so long, I may have the dates a bit off. They only reason I'm now sending this is I was giving them the benefit of time to resolve this issue.
  Approximately early spring 2020 I left my ***** mower with Gretna Small Engine (GSE) because the left rear wheel axle broke. They communicated they had to order parts. A few months passed & there was pretty good communication back & forth...last discussion was the delay was due to the pandemic & supply chain issues, it would take months for the repairs. I said OK, I will borrow my neighbors mower. I never heard another thing till I started calling again late last year & early this year as I no longer wanted the hassle of borrowing a mower. In Jan I called on a Saturday & the gentleman was very helpful. He said wow can't believe this isn't fixed yet...shouldn't be a problem...I will call you around Wed with an update. I waited a week past that Wed & called again. The gentleman who answered said let me look into this, I'll let you know. Another 3 to 4 weeks I called again...GSE said they would call me with an update, I gave them 3 phone numbers and an email address....nothing. So about 2 weeks later I called again. Was told part no longer available and can't fix my mower!! and "We have some trade ins they would get for me...let me look into that and I will call you". This last conversation was over a month ago. I contacted ***** directly to file a complaint and described my issue. ***** said they may have the parts or the facility possibly could take this part simply from another like mower. I think GSE somehow no longer has my mower since they don't return my calls or call me back.
  Want future customers to beware before using this service from GSE.
  On a positive note I had used them a couple times in the past & it was great...work was done in a timely manner & they communicated well....NO longer. I'm not contacting them any more it's too frustrating. Thank you for your help.

  

  Business Response

  Date: 06/13/2023

  We have contacted Stu and explained the situation where because of the age of the machine the transmission and  other parts needed to make the repair on his lawn mower are no longer available. We are currently working with him to either get him used replacement or new lawnmower at a very good price. I'm sure this issue will be resolved soon.   Ken,  Gretna Small Engine

  Customer Answer

  Date: 06/14/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Ken apologized and gave me the information I was lacking regarding my repairs.  He asked me to buy a new or used mower from them to replace mine.  Not sure yet if I will.  Told him I would get back to him this week with an answer.  Thanks
  
  
  
  Sincerely,
  
  
  
  Stu ******