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:05/19/2023

  Type:Customer Service 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.

  I wanted to buy a ****** **** but my business was denied, raising concerns of possible racial discrimination. I contacted the them to inquire about pricing, availability, and financing options. Wes Ostrander provided the information, stating the price as $8,299 with a 48-month financing option at 0% APR. I called again to confirm before visiting the store.
  
  Wes expressed concerns about my experience with such mowers and questioned the condition of my car. During the transaction, he continued to bring up my vehicle, which seemed unrelated.
  
  Wes Ostrander expressed several concerns that appeared to be the basis for denying my business:
  
  He voiced concerns about the warranty based on my test drive of the zero-turn mower and whether it was a suitable choice for me.
  He accused me of turning the machine too aggressively, but I clarified that I actually made a standard 3-point turn
  He questioned why I had called him multiple times to inquire about availability, pricing, and why I had reached out to other businesses.
  He brought up the condition of my ****** thrice
  
  Regarding Wes Ostrander's opinion on the suitability of the product, it is understandable for a business owner to consider whether a certain product exceeds a customer's needs. However, denying a sale based on subjective opinions about suitability goes beyond the scope of professional decorum. Furthermore, it is important to note that the warranty coverage is provided by the manufacturer (******) and does not directly affect Wes or his business. Customers who choose to finance through ****** are required to have insurance coverage that includes various damages, as clearly stated on ******'s website.
  
  Wes Ostrander refused to sell me the product and declined to shake my hand, odd considering our initial meeting. The reasons for the refusal remain unclear, leaving me troubled and diminished. I extend my blessings to Wes, recognizing that we all face challenges, but I remain deeply troubled by this experience.

  Business Response

  Date: 06/02/2023

  BBB spoke to Wes at business and the following was relayed: I did explain to the customer that he should not have used the machine the way he did in our driveway, he revved a cold machine and then raced it across the driveway. It is my determination that this is not the proper machine for the customer.

  Customer Answer

  Date: 06/02/2023

  Regrettably, Wes Ostrander's response to my complaint undermines the concerns I raised in my original summary. Wes Ostrander's denial of the sale, as well as my rationale behind the initial complaint, revolved around racial discrimination, which seemed to be implied by the owner himself. Wes Ostrander’s Response To The Complaint: “I did explain to the customer that he should not have used the machine the way he did in our driveway, he revved a cold machine and then raced it across the driveway. It is my determination that this is not the proper machine for the customer.” This response fails to acknowledge the remark he made to me when I inquired whether his decision to deny the sale was personal. His response was as follows: "This isn't personal, this isn't some race thing." The insinuation of denying the sale on racial grounds only arose after Wes Ostrander made the aforementioned statement. Wes Ostrander's explanation of the appropriate usage was never mentioned prior to test-driving the zero-turn mower, thus indicating a lack of due diligence on his part. Furthermore, his explanation subsequent to the test drive involved personal inquiries, such as the condition of my vehicle and the reasons for my purchase, which held no relevance. In addition, no proper explanations were provided regarding the liability and potential misuse of the product. For instance, a better response on his part would be: cold-starting an engine can result in decreased engine lifespan due to extreme temperature variations, leading to cracks in the engine cylinders and gradual loss of performance over time. Wes Ostrander did not deny the sale immediately after the test drive; it was only after I entered his office to finalize the transaction that he questioned my purchase and raised concerns about warranty issues. I had already addressed these concerns by stating that they would be covered through ****** (the manufacturer), and financing would require insurance, effectively providing double protection. It was at this point that he finally stated, "I won't sell to you." His response failed to mention that, after denying the sale and making insinuations about race, he informed me that the product was sold out. However, this was untrue, as there were two available models. Furthermore, his emphasis on "I won't sell to you" contradicted his earlier statement. Either he had the product in stock, or he did not wish to sell it - which statement holds true? In conclusion, this experience has left me with serious doubts about the conduct expected from a business owner and the significance of consumer rights. I have taken my business elsewhere and the $9,000+ have similarly gone to a more amicable business. Regrettably, this  was an equal loss on both Wes Ostrander’s part and myself; he lost $9,000+ in capital while I have lost my previously naive perception of customer-business relations. I hope this incident ultimately serves as a valuable lesson on maintaining one's character and adhering to professional decorum.