Complaints
This profile includes complaints for Buckeye Power Sales's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/16/2025
Type: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 bought a Toro zero turn mower from Buckeye Power Sales that caught on fire while the operator was still mowing. Brought the unit into service, told them about the fire- they even asked if the user was on it when it caught on fire so they were completely aware, but this information did not make it into the warranty claim for some reason. I even sent them a picture of a melted part, but they have refused to acknowledge it. The unit has barely been used, is practically brand new, but now theyre denying the warranty repairs, saying we must have hit something to cause damage - but still NO mention of the fire!! They even said on the phone that it might have been something small, like a stick but they have no answer when I ask them why a stick might have caused the unit to start emitting flames. They then texted me to call **** customer service because their hands are tied. But how is this possible when they refuse to respond directly to the proof of the unit catching on fire? I have no proof from them that Toro even knows about the fire. **** representatives told me I must talk to the authorized dealer (Buckeye Power Sales) so nothing is resolved. I honestly am afraid of injury or worse with this unit since theyre ignoring the most important part of the claim. They just keep saying over and over that we must have hit something. I ask them over and over why this would cause a fire and they keep saying they have no idea about the fire. Ive even texted them to respond directly to the fire claim and so far nothing has come back. Help! Ive already spend over $4500 on this unit, they now want an additional $750 to work (and they give no timeline when asked), but Im just so scared that given their refusal to even acknowledge the biggest issue that it will be a massive safety risk.
Business Response
Date: 06/17/2025
This unit was presented to BPS for repair on 6/3. The complaint documented on the work order
was as follows: RT SPINDLE BROKEN,
SPINDLE CEASED MOTION AND SMOKED DECK BELT.
Upon inspection, the technician found severely damaged/bent blades, a
loose pulley, damaged spindle and the belt has burn marks indicating it was
turning on a stationary pulley. The
diagnosis is that there was significant impact to the blades which in turn
damaged the spindle and pulley. The belt
continued to turn on this damaged pulley which created enough heat to melt
and/or burn the plastic belt cover. The
melted belt cover was not provided to us for inspection at the time the unit
was brought in and we were only provided a picture of the cover yesterday,
after this complaint was filed. There is
no indication on the deck or parts we had initial access to of an active fire,
only heat damage.
The thermal event that the customer is referring to was a
direct result of friction created by impact from the blades hitting something,
and not spontaneous combustion of a faulty manufactured part. There are no electrical or fuel related parts
anywhere near to location of the thermal event.
Since blade impact created this failure, the warranty claim has been
denied by Toro. The repairs we have
quoted are to repair damage caused by blade impact.
Toro Warranty Claim Case number - 8607124Customer Answer
Date: 06/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23474731
I am rejecting this response because:
Everything the representative from Buckeye Power Sales wrote was what he said on the phone, however, there are some gross omissions here that make all the difference:1) He admitted he could not say what kind of object was hit to cause the damage to the mower. By his own admission it could have been something small, something many people have hit before, such as a stick. This was also something that was said by another service representative I spoke with from the company. Two people from their service team now have said it might have been something small, and they couldn't offer any insight to what exactly caused that damage.
2) Still, he refused to accept the assertion and truth that nothing so catastrophic was struck to even make the operator of the mower stop and wonder what was hit. Why he refuses to accept this is unknown since he already said he could not say what was hit. Either you can or you cannot say what was hit, but you can't do one or the other when convenient.
3) He said this "happens all the time," and that he's seen a large number of this kind of damage. I asked if all of these incidents resulted in the mower emitting flames. He admitted that no, they do not. In fact, he said they rarely do. I asked why mine emitted flames upon striking an object when all the other mowers he's seen with similar damage do not. He then said that no two strikes are the same. So which is it? He's seen many of these? It's a unique case? It's unique that only ours had flames? While he kept repeating that the "thermal incident" was due to striking an object and damage resulting to the mower, there is no explanation why exactly only our mower went up in flames when other mowers do not, and per his exact words, he's seen a lot of these cases. Strange; I'm not sure how to reconcile "seen a lot of these," yet, "no two are the same," yet "none of the other cases of the supposedly similar incidents of which no two are the same went up in flames," so therefore, "absolutely sure that this fire was due to the damage from striking an unknown object of an unknown size and was definitely not due to a manufacturer defect," yet "no two incidents are the same". So how can you generalize when convenient (seen a lot of these, none of which resulted in flames), specify when convenient (only yours went up in flames), generalize when convenient (could have been anything that was hit), and then specify when convenient (definitely not a manufacturer issue on your particular case even though most of your argument relies on the fact that there have been so many of these dissimilar cases). This is just weak.
4) I asked, if the impact, whatever was hit, was so small that the user didn't even realize they had to stop until flames were coming out from underneath, how can I be confident that this won't happen again? What if every time this mower goes over a stick (which could have easily happened, and according to him it's really unknown what size this object was) the mower goes up in flames? His response: he has no idea what my risk tolerance is.... I would say, pretty low when it comes to something catching on fire in the middle of a grassy field. I should think that was pretty obvious.
5) He did everything in his power to avoid acknowledging that there were flames and parts of the mower were on fire. After delivering the mower to the service department we walked the field where the incident happened and found a melted piece of plastic from the mower. I sent this picture to the service department. He said, that even though he saw the picture, the piece wasn't brought in with the mower... And the reason he only called this a "thermal incident" was because he was not there when it happened. I should think not-- if the only way to have a service department take something seriously is to have them there the whole time... consumers are in serious trouble.
6) Finally, I asked why they chose to omit that the mower caught on fire when upon speaking to the service department initially, the service representative actually asked if the mower caught on fire when the user was still on it (the answer is YES!). I asked why this did not make it into the notes. He evaded any answer whatsoever. I asked if they recorded phone calls to the service department as that would've been proof, and he evaded answering that question too.
Luckily, I had the foresight to record the conversation and this will be forwarded to further representation. I think the rudest part was: he said I was welcome to take the mower to a different service center (read: they want to was their hands of the situation) or, I could trade it in, but he notified (read: warned) me that I would lose significant value.
Alyxia CaragiuBusiness Response
Date: 06/23/2025
I am rejecting this response because:
Everything the representative from Buckeye Power Sales wrote was what he said
on the phone, however, there are some gross omissions here that make all the
difference:
He admitted he could not say what kind of object was
hit to cause the damage to the mower. By his own admission it could have
been something small, something many people have hit before, such as a
stick. This was also something that was said by another service
representative I spoke with from the company. Two people from their
service team now have said it might have been something small, and they
couldn't offer any insight to what exactly caused that damage.
Since
we did not witness the incident firsthand, Buckeye Power Sales cannot determine
the specific object that caused the mower’s damage. However, our inspection
shows that the issue resulted from a blade impact.
Still, he refused to accept the assertion and truth
that nothing so catastrophic was struck to even make the operator of
the mower stop and wonder what was hit. Why he refuses to accept this is
unknown since he already said he could not say what was hit. Either you
can or you cannot say what was hit, but you can't do one or the other when
convenient.
As
previously stated, we cannot speculate about what may have been struck, as we
were not present at the time of the incident. We also cannot speak to the
operator’s reaction or perception of the impact. Our assessment is based solely
on the physical evidence observed during our inspection of the equipment.
He said this "happens all the time," and that
he's seen a large number of this kind of damage. I asked if all of these
incidents resulted in the mower emitting flames. He admitted that no, they
do not. In fact, he said they rarely do. I asked why mine emitted flames
upon striking an object when all the other mowers he's seen with similar
damage do not. He then said that no two strikes are the same. So which is
it? He's seen many of these? It's a unique case? It's unique that only
ours had flames? While he kept repeating that the "thermal
incident" was due to striking an object and damage resulting to the
mower, there is no explanation why exactly only our mower went up in
flames when other mowers do not, and per his exact words, he's seen a lot
of these cases. Strange; I'm not sure how to reconcile "seen a lot of
these," yet, "no two are the same," yet "none of the
other cases of the supposedly similar incidents of which no two are the
same went up in flames," so therefore, "absolutely sure that
this fire was due to the damage from striking an unknown object of an
unknown size and was definitely not due to a manufacturer defect,"
yet "no two incidents are the same". So how can you generalize
when convenient (seen a lot of these, none of which resulted in flames),
specify when convenient (only yours went up in flames), generalize when
convenient (could have been anything that was hit), and then specify when
convenient (definitely not a manufacturer issue on your particular case
even though most of your argument relies on the fact that there have been
so many of these dissimilar cases). This is just weak.The ”happens all the
time” reference was regarding blade impact causing damage, sometimes
significant, to a mower, regardless of its age. However,
while blade impacts occur frequently, each case is unique in how the equipment
responds, depending on the severity, location of impact, and machine condition
at the time.
In
this case, based on our inspection, the blade impact resulted in damage to the
pulley and spindle. As the belt continued to turn against those damaged
components, it generated friction and heat, which led to the thermal event.
While
thermal events are not a typical result of blade impacts, they can occur under
certain conditions—particularly when damaged parts continue operating. Our
findings do not indicate a manufacturer defect but rather a mechanical failure
consistent with the type of damage observed.
I asked, if the impact, whatever was hit, was so small
that the user didn't even realize they had to stop until flames were
coming out from underneath, how can I be confident that this won't happen
again? What if every time this mower goes over a stick (which could have
easily happened, and according to him it's really unknown what size this
object was) the mower goes up in flames? His response: he has no idea what
my risk tolerance is.... I would say, pretty low when it comes to
something catching on fire in the middle of a grassy field. I should think
that was pretty obvious.
We
understand your concern and take safety very seriously. To clarify, this mower
did not spontaneously catch fire. The thermal event was caused by continued
operation after blade impact had damaged the pulley and spindle. As these
components stopped turning properly, the belt continued to rotate against them,
creating significant friction and heat. This heat eventually affected the
plastic cover above the damaged area, resulting in smoke and flames.
While
blade impacts are not unusual during mowing, thermal events like this are rare
and typically only occur when damaged components are not immediately identified
and the machine continues to operate. Routine inspection and prompt attention
to unusual noises or performance issues are the best way to prevent this type
of situation in the future.
He did everything in his power to avoid acknowledging
that there were flames and parts of the mower were on fire. After
delivering the mower to the service department we walked the field where
the incident happened and found a melted piece of plastic from the mower.
I sent this picture to the service department. He said, that even though
he saw the picture, the piece wasn't brought in with the mower... And the
reason he only called this a "thermal incident" was because he
was not there when it happened. I should think not-- if the only way to
have a service department take something seriously is to have them there
the whole time... consumers are in serious trouble.
We
understand your concern and appreciate you sharing the photo of the melted
plastic cover. That photo was received on 6/16, after the initial inspection
and diagnosis had been completed. While it was not physically submitted with
the mower, our team did review the image and found that it supports the
findings from our in-person inspection.
Because
our technicians rely on physical evidence and a consistent diagnostic process,
we refer to such events as “thermal incidents” when we cannot personally
witness the event. This is not meant to downplay the seriousness of the
situation, but rather to maintain accuracy in our reporting and avoid making
assumptions not supported by available evidence.
Finally, I asked why they chose to omit that the mower
caught on fire when upon speaking to the service department initially, the
service representative actually asked if the mower caught on fire when the
user was still on it (the answer is YES!). I asked why this did not make
it into the notes. He evaded any answer whatsoever. I asked if they
recorded phone calls to the service department as that would've been
proof, and he evaded answering that question too.
The
original work order notes reflect the condition of the equipment as observed by
our technicians at the time of inspection, including a broken or locked spindle
and a smoked deck belt—both of which indicate a thermal event. While the word
“fire” may not have appeared in the initial notes, our findings are consistent
with a significant heat-related issue.
Luckily, I had the foresight to
record the conversation and this will be forwarded to further representation. I
think the rudest part was: he said I was welcome to take the mower to a
different service center (read: they want to was their hands of the situation)
or, I could trade it in, but he notified (read: warned) me that I would lose
significant value.
We understand that this has been a frustrating
experience and regret that our efforts to explain the situation may have come
across as dismissive. Our intent in offering the option to take the mower to
another service center was not to “wash our hands” of the situation, but to
ensure you felt empowered to seek a second opinion if desired. Similarly, the
mention of potential trade-in value was shared to provide a realistic
perspective based on the current condition of the equipment—not as a warning,
but to help you make an informed decision.
Our
goal throughout this process has been to communicate openly and base our
recommendations on the evidence available. We respect your right to pursue any
further steps you feel are necessary.Customer Answer
Date: 06/28/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23474731
I am rejecting this response because:I received a call from Toro (the manufacturer of the mower). After speaking with their representative and comparing notes, too many discrepancies were found. They told me to take the equipment to a different service location and gave me a competitor’s information. If, as a business, your supplier tells your customer to go get service from your competitor, something is not right. While we were not initially planning on doing that, the phone call with the manufacturer changed things significantly.
While waiting for the different location to have availability, someone looked at it (not authorized toro dealer so unable to do warranty work). They too mentioned that there are other pieces that seem to not be working correctly and that Buckeye Power Sales may not have done a thorough job examining everything based on the physical evidence found. Unfortunately we have to wait for an official diagnostic from an authorized dealer but we now feel it more important than ever that someone else takes a look at it.
I want to provide this update for anyone else debating whether to make a big purchase from this business. Based on our experience they are negligent - and their general manager should not expect their customers to have a high risk tolerance to operate the products they sell. If it is found by another service provider that the equipment was not thoroughly examined and that there was another source for the fire as we suspect, and at the same time the manager is implying that we are not risk tolerant enough… well, I think we all understand how completely problematic that is…
I see that Buckeye Power Sales presents the same arguments in every response so I’m not sure what the point of their answers is… we are collecting new evidence and building a case based on facts from diverse sources.
While this process will go on further through more official channels I felt it important for this thread to reflect the fact that this business could not even be defended by their own supplier in their handling of the situation.
Regards,
Alyxia CaragiuInitial Complaint
Date:02/06/2025
Type: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.
On 1/20 I took my snowplow into get fixed on 1/24 They replaced and completed the computer that went bad, on 2/1 My plow caught fire sitting in front of my house I contacted the company on 2/3 about the issue got it in on 2/4 and expressed that the part they installed was faulty they did not deny that the part was faulty but said it was nothing that they did and still want to charge me for the work they did.. they are doing nothing to resolve this other than saying they aren't at fault and told me to contact my insurance companyBusiness Response
Date: 02/10/2025
As previously communicated
to you, we have completed a thorough review, and we did not find any indication
that our work contributed to the fire. The part (controller/receiver) that we
installed on their plow was a simple plug and play part. Meaning, there were no
wires that had to be replaced or re-done. It was as simple as unplug the old
and plug in the new. The work was completed on 01/24/2025, the truck was
tested, and all aspects of the plow functioned as they should. The truck was
picked up on 01/24/2025 and the fire did not occur until 02/01/2025. A
replacement will not be granted and the balance of $623.30 is due in full for
the part and labor for the work that was completed. Because of this, we
recommend working with their insurance provider to determine the best course of
action.
If you have any further
questions or would like to discuss this matter in more detail, please reach out
to our ********** ******** ****, directly at ###-###-####.Customer Answer
Date: 02/10/2025
They aren't denying that the part was faulty and im waiting on a response from the manufacturer which i have spoken to on the phone, as a certified repair shop they are supposed to warranty any parts or labor in which they are denying accountability because the manufacturer said it's not a known common issue meaning it can happenBusiness Response
Date: 02/20/2025
We have spoken with both the Distributor and the
Manufacturer regarding this issue. As of today 02/20/2025, neither the
Manufacturer nor the Distributor are going to approve a warranty claim. The
approval of a warranty claim is determined by the distributor and manufacturer,
not by Buckeye Power Sales. Thus again, a replacement will not be granted and
the balance of $623.30 is due in full for the part and labor for the work that
was completed. Because of this, we recommend working with their insurance provider
to determine the best course of action.
If you have any further questions or would like to discuss this matter in more
detail, please reach out to our ********** ******** ****, directly at
###-###-####.Customer Answer
Date: 02/21/2025
Complaint: ********
I am rejecting this response because: I have spoken to the warranty department at ****** myself and was informed that they knew nothing of this matter till I reached out to them and brought it to the attention of the warranty department and I refuse to pay for the work they did because the part they installed is what caused the fire. I have recently spoken to a few other people who has also informed me they have seen this part catch fire as well.
Regards,
***** *****Customer Answer
Date: 02/24/2025
********** ext **** **** is the warranty expert i have spoken to that informed me they have not spoken to anyone from the shop. ****** was willing to send out a new power unit and wiring harness until the realized the plow is a total loss and was willing to sell me a plow for a discounted price and ship it to the shop. I declined because I am not comfortable with having another plow installed here. But I do know that after I opened this dispute with the BBB I received a call saying if I didn't pick up the plow from the shop they was going to charge storage fees. I recently bought a new plow and having it installed now, my out of pocket cost is 3800.00 I was willing to buy a plow through bps until **** stated I was still responsible for the $623 . When I originally reached out on 2/3 I was told to bring the plow into them so they can see how they can fix this when he realized how bad it was is when they decided they don't want any part of this. I have even asked for documentation of the warranty information and was told im no longer aloud to contact any BPS locations and as far as this claim number i have no idea who its throughBusiness Response
Date: 02/28/2025
Again, we have spoken with ****** and the distributor and
they have advised us this is not a warrantable claim. The claim # provided was
#************. Again, this decision comes from the distributor and manufacturer
and not through BPS. It was your choice not to have a replacement installed at
BPS, if the manufacturer offered. That option was not presented to us during
our discussions.
Here is the link to ******’s Warranty
****************
Thus again, a replacement will not be granted and the
balance of $623.30 is due in full for the part and labor for the work that was
completed. Because of this, we recommend working with their insurance provider
to determine the best course of action.
If you have any further questions or would like to discuss this matter in more
detail, please reach out to our ********** ******** ****, directly at
###-###-####.Initial Complaint
Date:01/20/2025
Type: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.
My generator was not functioning correctly. The company who maintains it advised they could not resolve the problem and directed me to BPS as "experts" for the engine part of the generator. After having a technician out to my home who could not determine the problem with my generator, the service manager came out. He advised everything was fine but turned off internet connectivity and weekly test runs. Once my generator was needed due to a power outage it would not run. I contacted them again, received a single reply and then nothing.Business Response
Date: 01/28/2025
Dear Mr. ******************** you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration youve experienced with your generator and for any communication gaps along the way.
We understand that relying on your generator during critical times is essential,and its our priority to ensure your equipment functions properly. After reviewing the details of your experience. Our team last serviced your generator in January 2024. Following your recent concerns, *** ********* our service manager with our West ******* office stopped by your home today to address the issues. He found the generator in an overspeed fault and reset it for you.Additionally, *** assisted you with resetting your OnCue password to enable remote monitoring of your system. We regret any frustration caused by delays in communication. Our team attempted to contact you via voicemail after your complaint was received by the BBB on 1/21/2025, and were sorry we werent able to connect sooner. Moving forward, we are committed to improving our responsiveness and ensuring you feel supported as a valued customer.Please let us know if youd like us to schedule a follow-up visit or assist with any additional concerns. We are here to help and want to ensure your generator operates reliably when you need it most.
Thank you for your patience and the opportunity to resolve this matter.
Initial Complaint
Date:10/30/2024
Type: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.
On 10/16/2024 I entered into an agreement w/ buckeye power sales and paid this business ****** to service my Kohler whole house generator. As of 10/31/2024 this business has provided no service. Calls to my salesman **** **** ************ and **** ****** accounts receivable ************ go unanswered and unreturned. I would like the business to provide the services paid for or refund my money.Business Response
Date: 11/01/2024
We were able to speak to the customer on the morning of 11/1/2024. The service for the generator has been confirmed with the customer on 11/14/2024 between 12:00 and 2:00 PM. We apologize for any confusion that has occurred.Customer Answer
Date: 11/04/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
***** *******Initial Complaint
Date:08/25/2023
Type: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 called buckeye power sales to pick up my 60" zero turn cub cadet mower week of 8-11-23. I needed them to repair a throttle spring and blade inspection. They performed a compression test on my mower without authorization from me and returned my mower inoperable or in worse shape than it was.
If they would have asked me to perform these tests I would have said no due to the fact that the mower is really old and I wouldn't have wanted to stress the mower. They proceeded to tell me I needed a new mower engine and I might as well buy a new mower for the price. Even though they picked up a mower that worked they gave it back to me in worst condition. They should either fix the mower engine or replace it.Business Response
Date: 08/29/2023
RE: BBB Complaint ID ********
We sincerely apologize for the
inconvenience you experienced during your recent visit to Buckeye Power Sales.
We understand how frustrating it can be when expectations are not met and value
your feedback.
We have investigated the situation
thoroughly, and there appears to be a misunderstanding regarding the
agreed-upon testing.Per the customer's work
order request, Mr. ****** reported that the engine wasn't throttling up and
that he had to mow his lawn twice each time to achieve the desired cut. In the
secondary comments, he mentioned a previous service visit that failed to
address his issues.Our records indicate that his
last visit occurred late April, 2021. However, we have no record of any
communication or complaints regarding repair-related issues between that visit
and the current service appointment. Moreover, our records do not suggest that
the engine was malfunctioning as of the prior service in 2021.We investigated his throttle
and lack of power complaint and discovered an improperly mounted throttle
control spring, we corrected it, allowing the engine to function at full RPM
range. However, during testing, the technician observed suboptimal engine
performance and was committed to identifying the root cause due to the note
that a prior service issue had not been fully resolved and to address the
complaint of poor mowing characteristics.The technician proceeded
with the industry-standard compression test procedure to identify the cause of
the engine's suboptimal performance. This test simply is a measurement of the
compressive force generated by the engine. Each cylinder underwent a compression
test, revealing that Mr. ******'s engine produced 105-110 PSI, which was below
the anticipated range for this particular engine of 150 PSI.To accurately diagnose an
engine's compression issues, a leak-down test is then performed. This test
involves pressurizing the engine's combustion chambers with air to a range of
35-80 PSI, which is significantly lower than the normal operating conditions of
150 PSI and the indicated 110 PSI indicated prior. By conducting this test, one
can determine whether the engine is capable of holding compressed pressure. The
results of this test showed a 90% leakage in cylinder 1 and a 60% leakage in
cylinder 2.To note, the above tests are
non-destructive and performed using engine-generated pressure or air induced at
pressures below the expected and current operating characteristics of the
engine.
An engine teardown and
evaluation is necessary to determine the cause of the noted compression and
leak issues. This process is time-consuming and may uncover other problems. The
engine in question was manufactured on April 16th, 2006, and is now well beyond
its expected service life.Mr. ****** was informed of
the issue over the phone and initially became upset with our service advisor.
However, after a few minutes, he seemed to comprehend that the mower had
exceeded its useful service life. Upon the return delivery to
Mr. ******'s unit to his address, he noticed that the engine sounded different.
This was likely due to the full RPM range being available, making the compression
issue more obvious. He became verbally abusive towards our delivery driver and
indicated he would speak to a manager at our shop.On August 25, 2023, Mr.
****** was verbally abusive and combative towards our staff during his visit to
our Middletown location. Despite our attempts to discuss the issue with him, he
continued to yell and demanded that we replace his engine. Due to his behavior,
we asked him to leave the facility.Customer Answer
Date: 08/29/2023
Their statement is inaccurate. I did not agree to additional testing. I asked them to adjust the throttle mechanism and check blade for sharpening on this visit. Due to having to cut lawn twice when grass is really high.That is all. I DID NOT authorize any additional testing on the mower whatsoever. As any shop will know you will need to call to get approval for additional testing. Not take it upon themselves to perform said tests without customer approval. Please provide proof that I authorized the additional testing. I DID NOT agree that my mower was beyond its life . That is a false statement. I said, " it seems it makes more sense to buy a new one than repair at the cost the wanted" only after hearing the excuses they gave me over the phone.
Business Response
Date: 08/31/2023
As the customer has stated, the original complaint was that
he has “to cut lawn twice when grass is really high.” One of the potential
causes of this is a lack of engine power. Once the throttle issue was addressed
and was determined to not be the cause of the lack of engine power, we
performed additional testing to better inform the customer of the potential
options for the next steps. This testing was performed at no cost to the
customer. The test we performed could not and did not cause the engine failure
but rather identified the source of the running issue once the throttle was
operational. While we understand the
frustration with a failed piece of equipment, we will not assume responsibility
for a failure that occurred through no action of ours of this unit that is well
beyond its serviceable life expectancy. All work performed to date has been at
no cost to the customer. The only charge has been for us to pick up and return
the mower.Customer Answer
Date: 09/05/2023
they did not have permission to perform additional tests. When I said I had to cut the lawn in 2 passes it was in referencing the possibility of needed to have the blade sharpened. Distortion of the facts is unacceptable. They did not have permission to perform compression tests on my motor. My mower came back in worse condition than when it went in. To thir service department. Plain and simple. You legally take responsibility once you perform tests that were not authorized.Initial Complaint
Date:11/22/2022
Type: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.
This compoany was not honest in the information they provided and in their business practices. When I contacted them initially, they told me it would take about a month to repair mower. I called to follow up on the progress weekly which seemed to iritate them. After a week I called and they told me then that they would have to order a part and they would call me back to tell me the result of the order--they never called me back. I called again the next week and they said they had ordered the part. I waited and then called again the next week and they changed the story to say they couldn't tell me anything about the part. I expressed my concern about the tractor siting outside in the snow for months on end and ****** said that she would ask the repairman if the mower could be brought into his shop, and she said that she would call me back. Again, she did not call me back.I called again to follow up and this time they said maybe the part would be in in January. I dealt strictly with ******* and she didn't return calls as she said she would. I called today and she now says that the part is not available- I found several on- line within minutes. They didn't even contact me to advise me that they had decided to tell me that the part is not available. I have asked them to return the mower and they were very rude and dismissive. At the time of our initial discussion, they told me the pickup/delivery cost is $90: I paid them $125 at pickup and request that they return the $35 overage back to me. I'm writing this to warn the public to stay away from this company. They were not honest in their communications and did not keep their word.Business Response
Date: 11/30/2022
We received notification of this complaint on Tuesday,
November 22, and subsequently, we reached out to the customer on the morning of
November 23 to discuss the matter. We were not able to reach the customer
and left a message to please reach out to us so we can discuss how we help make
her experience with Buckeye Power Sales better. After the Thanksgiving Holiday, we had not heard back so we reached back
out and left another message on Tuesday, November 29. We have not heard back
from the customer at this time. We would be happy to refund the $45
diagnostic portion of the fee that was paid for the miscommunication that
occurred. We would be happy to work
directly with the customer if they are willing to do so.Business Response
Date: 12/15/2022
We apologize for any confusion. Your refund check was sent by UPS today. The tracking number is ******************. We are sorry your experience with Buckeye Power Sales did not meet your expectations.Customer Answer
Date: 12/15/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
****** ********
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