Complaints

This profile includes complaints for Emerich Sales & Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Emerich Sales & Service

  1369 Route 9 Fort Edward, NY 12828

• 

  Emerich Sales & Service

  187 Valentine Rd. Ballston Lake, NY 12019

• 

  Emerich Sales & Service

  1084 NY-40 Melrose, NY 12121

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:05/28/2024

  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.

  We purchased the Zero Turn in Sept of 2023 and a week after we purchased it we noticed that the Zero Turn throttle would not stay in position and it would turn off. It took a week and half before someone called me back. I had to get another place to look at Zero turn before Emerich offered to look at Zero Turn, They picked up Zero turn and had lawn mower for around 8 weeks. Which meant I had to pay someone to mow my lawn from end of Sept to Nov. I also had to make payments on Zero Turn, We finally get Zero turn back it was Nov so we could not use it to see if there was any more issues. In March we noticed Zero turn would not start again. We tried to trickle charge the battery it would not hold charge and Zero turn would not run. We once again had to call Emerich who said they had to evaluate the lawn mower. They picked up Lawn mower again and have had it for 3 weeks. They said it was a battery and I owe them $125.00 for pick and drop off when I offered to just bring in the battery because once again we had to have someone else look at it first. I have had to pay for $150. for some one to mow my lawn again while they had it now they want money plus I am paying for a machine that has never mowed my lawn once since it arrival in Sept. Then on Thursday May 23rd they dropped my lawn mower off. My husband and I noticed something was off but we did not have time due to work schedules to look at this machine together. This is not our machine the serial number and model number do not match our purchase on our new machine. Handles were blue and worn out this is not our machine. We would like our machine back or credit for original purchase price of machine.

  Business Response

  Date: 06/07/2024

  Warranty choke cable with Transporation on unit at no charge to customer.05.22.2024 Customer **** ***** Serial ********* Warranty battery at no charge to customer.  Transporation charge was not covered under warranty.Customer states they did not get unit they purchased delivered back.  All records show Purchase Invoice and warranty with same model and serial number.  The picture customer shows are the engine model and serial numbers not the **** Unit model and serial.Each time **** came in for warranty model and serial number was recorded.

• Initial Complaint

  Date:03/03/2023

  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.

  We purchased a Club Cadet snowblower in November 2020 for $1092. In December 2020 when it was only a month old and the first time that it was used, the Recoil broke. It then needed to be picked up and serviced by Emerich's. In February 2022 it again broke and was again picked up and searched by Emerich's . A new Carburetor was installed. In May 2022 it was broken again and needed a Recoil Rope. It is now March 2023 and it is broken again and will not start. We are extremely frustrated with the machine . Dave from Emerich's was trying to tell my husband that we are using the wrong gas and that is why we are having these problems. We are using the ethanol free gas that the sales person told us to use in this machine.

  Business Response

  Date: 03/17/2023

  Better Business Bureau

  100 Bryant Woods South

  Amherst, NY 14428

   

  Case ID ********                                                                                                 Thursday, March 16, 2023

   

   

     Mr. ********* purchased a Cub Cadet snowblower on 11/28/2020. In December 2020 his recoil on the engine was frozen due to a piece of ice lodged in the recoil not allowing the rope to retract back into the mechanism. The electric starter still was functioning on the unit. We warmed up the unit inside to allow the ice to melt. The unit was tested for proper operation and returned to Mr. *********. The customer was not charged for this repair.

     In February 2022 Emerich Sales & Service picked up the Cub Cadet snowblower from Mr. *********. Our technician found gasoline in the crank case of the engine due to the carburetor failing. The carburetor failed due to old and stale gas left in the unit. This caused the internal of the carburetor to corrode. Emerich sales & Service replaced the carburetor, tested for proper operation and returned snowblower back to Mr. *********. The total cost for the repair was $383.58.

     In February 2023 Mr. ********* called Emerich Sales & Service stating that his snowblower needed repair. Mr. ********* canceled the pickup and repair. Emerich Sales & Service do not get the opportunity to diagnose the problem with the snowblower.

     Mr. ********* has a limited 3 year manufacturer warranty on his snowblower that covers manufacturer defects with the unit. The warranty does not cover pickup and delivery. Emerich Sale & Service did not get the opportunity to diagnose the snowblower in February 2023 due to Mr. ********* canceling the repair.

     Emerich Sales & Service does not determine what is or is not covered under the manufacturer's warranty. The warranty coverage is determined by the manufacturer. Emerich Sales & Service is an authorized dealership for Cub Cadet. The procedures for warranty coverage include a technician to diagnose the problem, submit pictures of the defective part to the manufacturer along with the recommended repair of the unit. It is up to the manufacturer to determine if the unit is covered under warranty.

     In this case Mr. ********* has not given Emerich Sales & Service the opportunity to diagnose the problem with his snowblower to have the manufacturer to determine if it is covered under the limited warranty. Emerich Sales and Service would like the opportunity to diagnose Mr. Carcelli’s snowblower.

  Regards,

  Scott H*****

  General Manager

  Emerich Sales & Service

  187 Valentine Rd, Charlton NY 12019

  (518) 399-8574

  Customer Answer

  Date: 03/20/2023

  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, as long as they wave the pickup/drop off fee's. 
  
  
  
  Regards,
  
  
  ****** *** ******* *********