Complaints

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• Initial Complaint

  Date:09/27/2022

  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.

  So back in July of 2021 I purchased a zero turn lawn mower maid by Airens for the amount of almost 3500.00 it did come with a three year warranty I used the mower for about 4 months during the mowing season and it got parked over the winter well when the weather started to warm up and the lawn needed to be mowed again I used the mower about 4 times and noticed oil leaking from the rear drive differential I took it to Runnings and they told me that there was an air bubble in the casting of the rear end and that it was a manufacturer defect so I was patient about everything until two months go bye and I didn’t hear one thing from them so I called and talked to a employee/Shane that said he was from Runnings repair and that he was waiting for a license to work on or warranty hydro gear witch is the manufacturer of the rear end if your a warranty repair shouldn’t they have all the permits or license they need to do the repairs. Well now it’s the end of September and I still have not heard from them and I called there corporate office and talked to there HR department named Beth she told me that the district manager would contact me and figure this out witch he never did and I’m still waiting on my mower and don’t know when I will get it back and now I just lost almost 5 months of my warranty and getting very frustrated I tried being nice but this is very bad customer service so I had to reach out to you guys thank you! When I did talk to the employees of Runnings and asked what was going on and why it was taking so long they did tell me that if I didn’t like how long it was taking to come get the mower and take it somewhere else I don’t like being this guy but something needs to be done and they seem to not care and there corporate office as well

  Business Response

  Date: 10/17/2022

  Good afternoon,

   

  I reached out to our DM and was informed that our repair shop in Rome, NY has spoke with the customer a couple of times trying to keep the customer informed as to what was happening with his mower.  His mower is currently back at our store and Josh our OPE department manager called and left a message for Mr. ****** to let him know his mower was here.   

   

  If you need further information please reach out to me tomorrow and I would be happy to help however I can.

   

  Thank you.

   

  Jeanette Pettengill

  P:  716-513-9002

   

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