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:11/15/2022

  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.

  called repower specialist talked to *****, needed a 25 hp kohler for my ariens 60 ************** suggested a 27hp kohler with hydraulic valves oil cooler remote air filter new exhaust commercial grade 3 year warranty plug and play we have sold hundreds of these kit.great paid ******* including shipping.received engine tried to install but found would not fit because of oil cooler and oil filer hitting frame.called repower, ****** was helpful said must have installed wrong oil filter at factory.6 days later got same size oil filter, back to ****** he then asked for pictures and measurements which we sent We asked about relocator kit for oil filter, or what do other customers do since repower has sold hundreds of theses kits.****** said would get back to us.Emailed ***** at ****** he said would need to remove oil cooler and fabricate blockoff plate to keep engine cool. Forward ****** emails to ******.****** informed me that they had been searching for a thin cover for oil relocator kit with no luck. What did other customers do? Spent 16 hours of my time searching for solution which we found. Passed on solution to repower asking for reimbursement and ok to use oil filter relocator kit.Got a call from **** at repower wanting information about oil filter relocator kit which I gave him ****** kit for ***** dollars and asking Repower to send kit and proper muffler for this engine. Which **** refused.Surprised I asked for return authorization which **** replied I the customer would need to pay shipping of 125$ each way and 20% restock fee 593.00$. OUCH did not want to pay 843 $ for engine that would not fit.Asked **** to put in email which ***** reply was we dont have enough bandwidth so this has to be done over phone.(transcribed by google)47 days later got kit, Engine froze after 3.6 hours. Asked 6 ************ for warranty, said they dont do internet engines. 83 miles away got engine replaced 161 days later mowing my yard Still waiting on proper muffler

  

  Business Response

  Date: 12/06/2022

  Firstly, I would like all prospective customer to know that we take any complaint received from a customer very seriously. It is never the intention of Repower Specialists Ltd. to provide anything but the highest level of customer service and the best products in the industry. Based on Mr.******* ********** we would like to provide a quick summary of what Repower provided and offered to ****************, followed by a complete set of details.
  

  Summary
  -Repower offered **************** a full 100% refund with no restocking fee on 6/27/22 at 3:57PM PST. We have a recorded phone conversation of this offer. He declined this offer.
  -We provided **************** with the necessary oil cooler to get him going free of charge to him.
  -**************** has (2) complete muffler systems that are Commercial Grade and compatible with the engine and machine that he has. They both are 100% functional. He has declined to use either muffler.
  -We have offered **************** a refund to purchase the muffler that he has requested from an alternative vendor. We have found a vendor to provide that muffler for ****************. He has declined the refund and has not returned either of the (2) mufflers that he has on-hand.
  -**************** had a warranty issue. The manufacturer stood behind the warranty and got it up and running for him.
  
  Return Policy
  In regards to the restocking fee **************** mentions in his email, he is correct that Repower Specialists Ltd. charges a 20% restocking fee for standard returns, but this includes the shipping fee. A standard return is when a customer changes their mind, in regards to using our product, or if a customer refuses to work with our technical support team to diagnose and correct any installation or functionality issue. We do not accept used merchandise returns as a side-note. For complete details on our return policy, please refer to the following link: **************************************************************************
  

  In Mr. ******* case, he initially requested a return prior to working with our technical support team. That was when he was quoted the return restocking costs. While attempting to perform technical diagnosis with ****************, it became clear that we are not a right fit for Mr. ******* needs.At that point, we offered to take back the product free of charge to **************** with all expenses paid by Repower Specialists Ltd. He declined this offer. Once the engine was used, we were no longer able to take it back for a refund per our return policy stated on our website.
  
  Oil Cooler Refund
  Repower Specialists Ltd. was happy to reimburse **************** for the oil cooler he found, but he declined to provide us with the specs and receipt for the oil cooler. We requested this to ensure that it was safe and compatible to use with the engine. We were not provided with this information, so we researched and provided **************** with the required/compatible oil cooler free of charge as part of the Repower Specialists Ltd. Kit Guarantee.
  
  Engine Warranty
  All Repower Specialists Ltd. Commercial Grade Replacements come with a 3-Year Manufacturers Warranty. Repower Specialists Ltd. provides any warranty or technical assistance for the Repower portion of the product only.
  

  As stated by ****************, the warranty was serviced, and a new or repaired engine was provided to ****************.
  
  Muffler
  It is very hard to address this portion of Mr. ******* complaint. We have provided him with everything he has requested. The first muffler he received is compatible with his machine. It is also 100% functional with the engine provided. It is being used in 100s of machines. **************** did not like this muffler and requested a Kohler 24 786 11s.
  Repower Specialists Ltd. sent **************** a ****** 24 786 11s in October. Upon receipt he said that he did not like this muffler because it was not the same color as the picture online and it had weld marks from the manufacturing process. Unfortunately, this is the muffler that is on our shelf with part number 24 786 11s. There is no other muffler that we have to ship him with that part number. (As a sidenote, there was minor bending of an exhaust ****** that *** have been done in shipping. This was cosmetic and easily rectified.)
  

  In an attempt to appease ****************, we found an alternative supplier that stocks the 24 786 11s and offered **************** a refund to purchase the muffler from the alternate vendor at no cost to him. He has declined this offer.
  
  Refund for time
  **************** has requested a refund for time spent installing the engine and troubleshooting. Refunds for installation and trouble-shooting time is not included in the terms of the sale. We provide our customers with Unlimited Technical Support for the installation of our product. We also provide a Kit Guarantee. Should additional hardware need to be provided, we do so at our expense. We have provided **************** with both of these services,and the hardware included in the terms of the sale.
  
  Summary
  Repower Specialists Ltd. has done everything in our power to provide **************** with what he has needed to complete his project successfully. He has declined our offer for a full refund. He has also declined the refund to purchase the muffler of his liking from an alternate vendor.
  

  As the engine is used, we can no longer accept it back.However, the refund for the muffler purchase is still available to *****************Should he wish to receive this refund, we simply need him to return both muffler systems that he currently possesses using the prepaid label that we have sent him to do so.

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18364806
  
  I am rejecting this response because:when we paid ******* dollars for a commercial 27 hp kohler upgrade kit possibly my mistake since you did not have bandwidth(told by ****)at

  this time to email all that needed to be said when we asked for refund and me being very hard of hearing maybe email all conversations so i could understand.So if you could send the recordings

  of the conversation maybe we could clear all this up.

  All parts were returned to repower ***** ************ uninstalled as they were not for a 27 hp kohler engine and would need to remove safety guards to be used

  all please send recordings from **** on june 29 11 emailed please use email only

                                                             july 27 10:07  same reply

                                                             sept 29 2:24    same reply

                                                        and all emails we forwarded to repower from ***** at ****** telling of wrong parts for v27 hp kohler engine that repower supplied to me

   

   

   

   

   

   

   

   

  ;11
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/22/2022

  On 12/15 we verified that the (2) mufflers **************** had were sent back to repower and received. We initiated a refund in the amount necessary to purchase the muffler free of charge from an alternate vendor as we were unable to provide **************** with a muffler he was willing to accept.
  
  As **************** claims in his response that all emails we forwarded to repower from ***** at ****** telling of wrong parts for v27 hp kohler engine that repower supplied to me, we must address this.
  
  Firstly, ***** at ****** stated that the muffler we recommended was compatible. He recommended an alternative.
  
  Secondly, we sent **************** 2 mufflers. The first fully compatible muffler we sent is our recommended remote muffler. We send this as it allows the muffler to be mounted further form the engine,allowing for better heat dissipation. As overheating has been the cause of early failure on many Z-Turn applications, we feel this is a necessary upgrade.
  
  The second muffler we sent **************** was the part number he requested. He refused this muffler as well because the color was chrome rather than black and there were 2 weld marks done in Kohler Manufacturing. The only alternative, given we did not have hardware on the shelf to satisfy ****************,was to provide a refund in the amount necessary to purchase his requested muffler from a competitor. We found a competitor with the part number in stock,and provided **************** with a refund.  

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18364806
  
  I am rejecting this response because: 1 repower sent an engine kit that would not fit..quote from ***** at ******"must remove oil cooler to make this engine work

                                                        2 asked repower for return. their response was 20% restock and shipping of 125$ each way because a real mechanic could make it fit ******* transcribe) as repower would not put reply in email as "they didnt have the band width"

                                                        3 when we did their leg work to find a solution of remote oil cooler..it took repower 49 days to source the remote cooler and send to us

                                                        4 After starting new motor with remote oil cooler had a rod break and 6 different kohler dealers would not work on an internet bought kohler product.(Their choice)

                                                        5 Still waiting for correct(not compatible or functional, but correct muffler) as suggested by ***** at ****** quote "the original muffler is for a 25hp but you need a muffler for a 27 to get the horsepower you paid for"

                                                        6 After many emails with now the president of repower saying the universal muffler was "functional or compatible"we kept asking for correct muffler instead of his orig   l universal fit everything muffler.

                                                        7 As the untruth of repower sending the correct muffler to us..we took pictures and sent to the president of the company, this muffler is not what you said it would be no part numbers and was not shaped as the correct muffler. So please send the correct muffler!

                                                        8 So a total of 9 months after paying 3225$ for a turn key engine from repower the president says here is 150$ go find your muffler at a discount internet business.

                                                        9 So i am out roughly 20 hours to make a turn key engine kit fit..guess they got their free R&D (research and development)

                                                       10 Just hope no else has to go through this for a complete engine package from this company.

                                                       11 When i retired from power products industry thought most people were honest, wrong again!
  Sincerely,
  
  ***************************