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:04/06/2023

  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.

  The above business is an authorized ****** dealer. On 7/17/21 I took delivery of a ****** tractor along with several accessories, including pto driven snowblower which complaint is centered around. David A****** was the sales Rep who was present one delivery and recalled back to handle issues that I had with the changing of implements. On his last visit to my farm he was shown several problems with the snowblower which he was removing to install backhoe attachment. He took photos of identified problems and questions about vibration and noise and excessive shear pin breakage with a minimum of 3 hours of use time. I was told he would contact the engineering Dept for answers. Spring summer and fall past. I had ordered a bucket blade in that season , picked it up and asked service coordinator Shera about Daves report to her and was told no answer yet.
  Winter 2022/2023 cam, I switched implements and snows came used blower for about an hour which time the machine stopped working due to a broken steel fan blade. Took pictures of damage and went to ****** shop showed photo and the requested that I bring machine in for observation. I agreed to the 135 dollar charge for pickup and delivery. Was told that all the bolts on the gearbox and shaft were either missing or loose, and was given an answer by a ****** regional rep that its out of warranty, which it wasn't when the complaint was made. Then I asked what the repair estimate was and was e mailed a repair estimate of over 1800 dollars as well as an invoice over 500 dollars for the diagnosis that I never agreed to and was not told about till after complaint.
  David A****** no longer is with their company, they dropped the ball on the complaint and told me now the machine is out of warranty. They would be happy to repair for that 1800dollars plus the 5oo dollar bill for them to look at machine. Poor business practice poor paper trail poor follow up of their field representatives time at locations has now placed the financial burden on me the owner of broken down piece of equipment.

  Business Response

  Date: 04/20/2023

  Thank you to the Better Business Bureau
  for bringing this letter of complaint to our attention.  We would like to extend our apologies to the
  customer for his frustration and inconvenience.The timeline of events is as follows:On April 5, 2022, the Service Manager
  and Parts Manager received an e-mail from the Salesman stating he had been to
  visit the customer in question and had information to report.  The Salesman had been to visit the customer
  on April 1, 2022 to assist with reinstalling his backhoe after the winter
  season.  At this time he noticed some
  damage to the sway bars/link arms, a cracked light on the ROPS on his tractor
  (*******) and intimated that the customer would like to order and replace these
  items.  He also reported that the
  customer had contacted him that morning (April 5, 2022) due to a hydraulic line
  popping off of his backhoe attachment.According to the timestamps on the
  e-mail, 30 minutes later the Service Manager responded to the Salesman to let
  him know that the customer had stopped into the store that morning (April 5,
  2022) to discuss the hydraulic line and the aforementioned damaged parts he
  wanted to replace.  The customer also
  said he was going to take more photos and send them to the Salesman, then he
  purchased 2 tubes of grease and a 2.5 gallon jug of Transmission/differential
  fluid.On July 13, 2022, when the customer
  purchased a Lift Rod Kit, Chain Assembly and attaching hardware. On August 17, 2022, the customer
  purchased another Chain Assembly.The customer’s warranty on the
  snowblower had expired on July 14, 2022.Near the end of January 2023, the
  customer came into the store and spoke to the Service Manager to report that
  there was a broken fan blade on his snowblower and that the fan bolt kept
  loosening.  At this time, an appointment
  was made for the customer to drop his snowblower at our shop on January 31,
  2023.  The customer did not show up or
  cancel that appointment.On March 9, 2023, the snowblower arrived
  at our shop and our technician looked it over.  At this time we found a list of repairs to be completed as detailed in
  the attached Price Quote ********.Also attached is a copy of the work
  order (*******) which details the expenses incurred during our diagnosis.  “No Charge” has been written on the bottom
  and initialed by our Branch Manager.The customer requested copies of all of
  this information and it was e-mailed to him on March 31, 2023.On March 15, 2023, the customer
  contacted ****** (manufacturer of his snowblower) directly to register a
  complaint.  ****** opened a case which
  the Service Administrator responded to on March 17, 2023 urging our DPSM
  (District Parts & Service Manager) to contact the customer per the
  customer’s request.Our DPSM from ****** contacted the
  customer and closed the case.In conclusion, we have agreed to waive
  the diagnostic labor and pick-up and delivery fee and return his snowblower to
  his residence in Peru, NY.  We are happy
  to commence with repairs but unfortunately, due to the expiration of his
  warranty, this will have to be done at the customer’s expense.Sincerely,Shara B**** Service Administrator Equipment Rentals Inc