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Business Profile

Lawn and Garden

Centerville Gravely Sales
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 took my chainsaw in and asked them to sharpen the blade and tune it up. I had been using the chainsaw that morning and it was working fine. They told me there is a deposit of $59.12. They ran my credit card for that amount. When I picked it up, I was told I need a new chainsaw and neither of the reasons I took it in for were completed and they said they were keeping the $59.12 as a service charge for a half hour of labor. I politely expressed my frustration and asked why they didn’t call me to tell me they didn’t think they could do the blade sharpening nor the tune up and told them that I think it’s fair for me to pay half of the $59 for them opening it up. The lady said they charge that full $59.12 amount. I was not told when I dropped it off that if it’s determined I need a new one (again, it worked fine that morning and that wasn’t why I took it in) that I would lose that full deposit amount. I feel I spent almost $60 and got nothing in return.

    Business Response

    Date: 06/17/2024

    This saw was found unsafe to operate when we went to service it.  The chain brake had been run on and melted the clutch drum bearings, housing, worm gear, and chain brake mechanism. Also damaged was the overheated clutch and clutch drum. We do understand that she had been using it, but it wasn't safe to use.  We charge a teardown and inspection fee on all hand held and push products at drop off. This pays for the mechanics time in doing the inspection, figuring the estimate, and time with customer. We have four signs posted (one on the front entry door and three in the drop off area). We do try to explain that this fee is non refundable as we don't work for free. Liability issues and cost are why we did no work to the saw.  It was offered to just sharpen the chain when she was called with information about saw, but gave no reply.  We would have removed chain, sharpened it, and left it off the saw due to the unsafe nature of operating it.  If she desired to have the chain sharpened, she is welcome to bring just the chain back and we will sharpen it at no charge.

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