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:02/09/2023

  Type:Billing 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.

  I purchased an expensive snowblower from Samples on 12/20/22. When I tried to use it the pull cord would not engage so I called Allen and he told me how to tap on the side of the pull cord cover and that fixed the problem once and when it happened again I tapped again and it seems to be fine now and engaging properly. But as I used the snowblower the impellor started making a noise that concerned me. Two or 3 times while using it over a 45 minute period, once I let go of the left cable that engages the impellor and auger the impeller would continue to make a sound and shake like it was trying to reengage. I spoke to Allen once about it over the phone and he told me to look at the cable to ensure that it isn't too tight(thus keeping the impeller engaged). But the cable was very loose so that wasn't the problem. Also the entire machine seem to bog down more than expected as I blew the snow. I ensured that I wasn't going too fast(using 3rd gear and in 5 inches of snow). I had a smaller snowblower with less horsepower for 20 years that never sounded that bogged down even with 18 inches of snow. So I called Allen again and he said he would come check it out. He came with a trailer and then ran the snowblower for about 20 mins(I was not home). And he said that the noise in the impeller never happened for him and that you can't run a snowblower fast because it will strain the system. I never went faster than 3rd gear nor more than 5 or 6 inches of snow. He never said anything else then I suddenly get a service order bill in the mail(see downloaded bill) for $100. He never mentioned that there would be a charge. If he would have mentioned it I would have brought the snowblower to him because I have a truck and ramps. I paid a lot of money for this snowblower and may not ever resolve this noise issue, or it may go away hopefully, but I don't agree with being blindly charged for a concern that I had about a brand new machine. Thank you

  

  Business Response

  Date: 02/22/2023

  The customer purchased a 32" snowblower from us in Dec. of 2022. The unit was delivered (because he said he had no way of picking it up) and an extra delivery fee was charged because of the distance of his residence from our business. The unit was assembled, serviced and tested before it left here. The unit was transported on our trailer but when our driver got there, he had to park by the road and drive the snowblower in to get to his residence as his driveway was at least a 1/2 mile (if not further) in and not wide enough to bring a trailer through because of the snow. The driver started the machine (by recoil pull) and waiked it in with no issues. The customer then called because he could not pull the recoil out to start it a few days later. After Allen spoke to him, it sounded like the recoil got wet from the blowing snow and froze up temporarily due to temperature. Allen advised him to tap on the recoil gently and it should release as it happens sometimes. The customer did as Allen suggested, and the unit then operated fine. The customer called again sometime after to advise him of a noise that it made when he let up on the handle. They then discussed cable tension and to make sure that the cable had not loosened to cause that noise. He did not mention the lack power at that time. He asked if we could come and check it out and Allen said he would. Allen also asked if his driveway was clear to get in and he said it was. When Allen arrived at the residence (which is 45 minutes from our business), his driveway was only cleared a very narrow path and still had at snow in it. Once Allen finally got to the residence, he had to clear a pathway to turn around as his circular drive was ice, snow and slush and the truck and trailer were sliding. Allen started and used his snowblower for around 20-25 minutes with no issues at that time. The unit could not be operated in 3rd gear because the snow was so heavy and wet. Allen was only able to operate the unit in 1st gear for this reason and that is normal. The increase in speed would cause the unit to bog down as well in those conditions. The wider a snowblower is, the more snow it takes in causing it to call for more power. The very reason why his old one did not do that. You must operate it at a slower speed especially in heavy wet conditions as we have had all winter in our area. There is no warranty that covers a service call or pick-up and delivery on the market. The excess work Allen had to do to get in and out of his driveway was the reason for the charge. His driveway is at least one half mile in length and was not cleared for him to get in or out as planned. Also, after using the machine for that time, no issues were found. 

  We have been in business over 32 years and we pride ourselves on customer service as a husband and wife team. This could have been resolved with a simple phone call and not a formal public complaint. The customer was charged $100 for the amount of extra work, gas and time spent to get in and out of his driveway, the hour spent there and the 70 mile round trip. I should have called to explain before the bill was sent BUT the customer also should have called with his concern when he received the bill. People need to understand that companies do not get paid for any transportation under any warranty. We will waive the charge this one time as it was a miscommunication issue. 

  
  

  Customer Answer

  Date: 02/22/2023

  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.

  I do feel guilty to a certain degree reading how much they had to go through in regards to my need, but I also wish they would have better communicated with me and I would have brought the machine to them to save the money. I will probably pay half of the $108 charge to meet them in the middle and to be fair and not have any hard feelings. Thanks
  
  
  
  Regards,
  
  
  
  ***** *******