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:11/07/2024

  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.

  In mid-September 2024, I dropped off a Craftsman Walk Behind Lawnmower, Model * ********* with a 'Red' base to be repaired. On October 30, 2024, the business called to inform me that the repairs were completed. When I went to pick-up my lawnmower and pay for the repairs, they presented me with a Craftsman smaller lawnmower ( with a black base and big black wheels with a Model * ************ ) that was NOT my mower - I have witnesses who will attest is NOT mine - and I refused to not only not pay for the repairs on the invoice they presented, but take possession of a different mower.
  
  When I requested the return of my lawnmower and the whereabouts of my lawnmower - we first scoured the premises and could not find it and was then informed by a representative, that they would NOT make any effort to either track down what happened to it, or to even check to see if my mower was returned to another customer by mistake. When the representative told me that they were not willing to even review their records for the past 30 days of all mowers that were picked up, they refused to provide me with the required information for me to contact those parties who had picked up a lawnmower during that period of time as they were unwilling or to lazy to do so.
  
  They instead offered me a 'replacement' mower and even an alleged 'upgrade' which I, based upon 'Google Reviews which were very critical on work done to other patrons' equipment, I refused to accept for fear that, although an upgrade, would immediately break down when used.
  
  To replace my model of lawnmower, it would cost me $300.00 and since I was willing to pay $150.00 to repair my mower, I am willing to accept $150.00 as compensation for my mower to go towards the purchase of a new mower with the same, or similar model to the mower they either misplaced, lost or given to another customer. by mistake.
  
  Based upon my subsequent 'Google' search, this type of behavior and conduct is NOT an isolated incident !

  Business Response

  Date: 01/08/2025

  *** ******* dropped his mower off September 19th, 2024 because it would not start. Upon bringing in the equipment, *** ******* filled out his repair tag, repair tag then had his model number and serial number of his unit put on the tag, he was given the bottom of the tag to prove ownership of equipment upon completion of his equipment. On November 1st, *** ******* came to pick up his finished equipment. He did not have the bottom half of his tag to prove ownership of his equipment and we had to look him up according to name, his name came back with the tag number of the equipment with model number *********** which we then presented to *** *******, who claimed it was not his mower. We explained if he did not have his tag to prove ownership, he could attempt to show us a mower on the premises that was his, he failed to locate "his mower". We then explained if he could bring us back something with a model number or serial number we would be happy to try to track it down. He then went home and brought back a generic owners manual that did NOT have his serial number or even model number on it. We then offered to replace his mower with a different one to which he declined and DEMANDED we give out our customers information so he could call them to try to track his own mower down. We did in fact check back in our system while *** ******* was at our establishment and only had 2 other craftsman mowers go out of little engines in the time frame from when he brought his mower in and declined to take his mower after work was complete. Neither of these clients mowers matched model number he claimed to have had or of the model we had in our system. *** ******* did not believe we had done enough to try to locate his mower and then got into a verbal altercation with our mechanic because we would not give him our other clients information. We have done everything we could do without a claim ticket proving ownership. We offered to replace his mower, for him to find his mower on the premises, short of giving out our other clients information. We will not be offering anything monetary. He may still come pick up his mower. Our policy is to take down model and serial number upon check in. without proof of ownership there is nothing more we can do for him. By policy our customers must pick up their equipment within 30 days of completion of work, his mower has been here for 60 days, we are willing to wave storage fees. must be picked up no later than 1.30.2025.

• Initial Complaint

  Date:07/10/2024

  Type:Billing 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 dropped off a Troy built mower 5 weeks ago. On the week of May 27. We were given a $70-$90 estimate for carburetor issues and told it was due to using gas with ethanol (10%) in it which we didn’t. This was all pre inspection. We were told it’d be about 2 weeks. We’ve taken this same exact mower in for the exact same thing before to that same shop and it was within that price range. They finally called us last week of July 8th. They stated they called 2-3 times and it was ready in that time frame and that the phone was off. This is untrue and we pulled our ******* call logs to show we didn’t have any missed calls from them. We called both June 6 and July 2 and were told it wasn’t ready proving they lied about it. They finally called us July 8 to say it was ready. They mentioned we’d have a discount upon payment due to it taking so long. I picked it up today July 10 and the lady at the desk refused to discount the price saying it’s been ready for weeks and that it’s our fault we didn’t answer. I offered to show my call logs from ******* and asked to see theirs to prove that they did in fact call me where she responded saying that she called me off her personal device and would not be showing me anything as she had the right not to. Not only that, they also did work on the mower that wasn’t approved. They didn’t call us and say the total work would be over the rage given. I ended up paying them $141.14. Upon googling more on their business after this I found that in their ****** reviews EVERY single 1 star was due to them doing unapproved work and charging more than the estimate.

  Business Response

  Date: 07/16/2024

  Good afternoon Mr.******** We thank you so much for adressing your concerns about your mower but after look over the issue When walk-in in the door of are store we have a sign that has all of all charge's that why you as a customer give the options if you like to get the repair done. after the service ech look it all over it need more then just a carburetor clean the service tech found the zone cable was broke and we repalce and install a new one we also drin fuel fulsh the tank line drop the carburetor bowl and clean the caburetor we also add fresh fuel  we start up and let it run for 30 minture. So when it complete we call the customer on June 28.2024 at 2:10pm from the business phone number and then we call on two more occasion and the customer phone was off and we call them back again no July 2,2024 1:34pm and he answer we told that his mower was read for pick up the customer finally came to pick it up July 10,2024 @ 9:30am asking for a discount we ask why he saying that we never call him and would like something in return and I told him that we can't do that because your phone was off the repair we done and part we're order and we need all money for he parts and the time we put in to get you mower fix. We do good business he with all customers. So that Will come back and you have came back for 3yrs in a roll so I know we doing someting right.  So there will not be any refund giving. We Thank you so much for you business.

  Little Engines