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:04/21/2025

  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.

  A Husqvarna string trimmer was brought in initially for repair on 6/19/24. An estimate charge for repair of $68.28 was paid. I was initially told they were a little busy and would need about 3 weeks to either complete the repairs or get back to me regarding the issues with the machine. Over the next 9 months I received zero email correspondence regarding status of the repair, nor did I receive any type of phone call from *** regarding status of repair. I called every 3 -4 weeks and was either told they were still working on it or that *** was waiting to hear back from ********* regarding the parts needed. Again, there was never any follow up from *** to provide an update regarding this work...It was me constantly having to call their **************** Finally in at the end March 2025 I called and was told that the carburetor was blown and repair would cost more than value of machine. I said fine and asked if I could come in and pick up the string trimmer as I planned on seeing if another small engine mechanic could possibly repair. *** said they would hold the trimmer until I came to pick it up. On 4/18/25 I arrived at the *** ******** location in person and was told the string trimmer was disposed of and there was nothing they could do for me. The original WTR work order explicitly states that there is a 90 day window for repair items not to be repaired to be held. This 90 day window was not even close to met, nor was any notification given to me that the machine was being disposed of. The general attitude of the staff was that of complete disregard for any concern of their customer and any onus for the situation they caused.

  Business Response

  Date: 05/13/2025

  We appreciate the opportunity to address the customer's concerns. After speaking directly with the customer, we were able to resolve the issue to their satisfaction. The customer purchased a new string edger from us and confirmed that they are happy with the resolution.
  Please let us know if any further information is needed.

• Initial Complaint

  Date:10/06/2022

  Type:Product 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.

  Date of transaction: 09/03/2022 was the orignal charge followed by a subsequent charge on 09/06/2022.Amount of $ paid: $113.82 on 09/03/2022 and $39.01 on 09/06/2022.Business commited to provide: a rental of a Husqvarna SD22 overseeder piece of lawn equipment.Nature of dispute: an overseeder requires cutting blades that are long enough to slice into the soil of a lawn in order for the same machine to then drop grass seed into the slits created. Regretably, the blades on the unit Westchester Tool Rental (WTR) rented were so worn out that they could not contact the soil on even the lowest to the ground setting. I contacted WTR on the next business day possible to advise of the issue and I agreed for WTR to pick up the equipment from my house for an additional fee of $36 + tax with the understanding that they would inspect the equipment and issue me refunds for both charges based on their findings. Business resolution?: WTR never called me and I made several attempts to discuss the issue and/or arrange for them to show me what they claim in person, but all I got was gaslit and the runaround.Ticket/Contract # - ******.**Please also see the attached supporting documentation which includes all supporting documentation rolled up into a single file and has much more detail in chronological order, including pictures I took, phone records, relevant equipment manual/documentation, and emails from my credit card provider that I used for this transaction.Please let me know if you require any of the supporting documentation in the attached .pdf sent separately.**Thank you,*****

  Business Response

  Date: 10/17/2022

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  ***** ** ********
  ** ******
  *** ********** **** **
  

   

  Westchester Tool Rentals (WTR) is in receipt of both the credit card dispute filed and the letter written to the BBB referenced with ID ********.

   

  This email serves to address both and shares that an adjustment made to your credit card ending#**** has been accepted by Westchester Tool Rentals.

  A credit to your account in the amount of $152.83 has been agreed to.

   

  WTR is agreeing to give this credit as a business gesture in order to finalize this matter.

  We are accepting the adjustments already made to our account as the cost of doing business with a customer only seeking to avoid financial responsibility through illegitimately trying to discredit the quality standards of a business through the questioning of industry equipment standards.

   

  Your account has been suspended within our ordering system and we wish you well as you seek business elsewhere.

   

  Respectfully,

   

  *****

  ______________

  *****************************

  Comptroller

  Westchester Too

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have nothing positive to say so I'll just defer to the prepopulated response: "I find that this resolution is satisfactory to me and the matter has been resolved."

  
  

  Thank you BBB for your time and assistance.

  
  Sincerely,
  
  ***********************