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:01/15/2024

  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.

  I took my lawnmower to be fixed. I told them no more than 500.00 but the charged me over 700.00. I took it home started it up and it didn't work. I called them about it,I took it back down now they want to charge me again over 700.00 and it still doesn't work. I I if they could of fixed it to give it back and tell me and I would have went to someone else. Now I have a lawnmower than doesn't work and I am out of almost 1500.00

  Business Response

  Date: 02/13/2024

  We would like to apologize for the delayed response. We
  received the second notice letter in the mail on February 12, 2024. We did not
  receive any other communication. Please let us know if we can update our email
  address to office-**********************

  
  The manufacturer of the customers tractor is a Power King
  which is no longer is business and most parts are obsolete.  Power King was a small manufacturer with
  limited product support and no diagnostic service manuals available to our
  knowledge. Production of the Power King tractors ended in the late 1990’s. We
  are primarily a Kubota Dealer.

  
  I have attached the original paid invoice which explains the
  repair work done on the tractor. The invoice also shows the hours of the
  machine when it was brought in for repair, which was 956.8 hours.

  
  I have attached the unpaid invoice from the second time the
  tractor was brought to our shop which explains the repair work done. This
  invoice shows the hours of the machine when it was brought back, which was 958
  hours. The total amount of labor hours for this repair was 10.73 hours. The
  customer was only charged 4.67 hours and Walker & Walker covered the
  remaining 6.06 hours.

  
  Our service manager stayed in touch with the customer during
  both repairs. The customer did no express any complaints or dissatisfaction. Our
  service manager learned during the second repair that the customer had taken
  the tractor to *********** to get work done on the electrical issue prior to
  the tractor coming to our shop the first time. *********** was not able to tell
  us what work they completed on the tractor.

  
  Our service manager spoke with the customer on January 12,
  2024 to let him know the tractor is ready for pickup. We have stored his
  tractor in our shop to keep it out of the elements. He has not picked up the
  tractor yet and we have not charged him a storage fee.

  
  Please note, we disclose our hourly labor rate when a
  customer calls to have repair/maintenance work done to equipment, which is
  $125. We can provide quotes upon the request of the customer too. We cannot
  guarantee the amount of time a repair will take because of unforeseen
  circumstances.

   

  Please contact us with any farther questions or concerns.

  Phone: ************ 

  Email: office***********************

  Address: ** ******* *** **** ******** ** *****

  Customer Answer

  Date: 02/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Reject the offer. They were supposed to fix this tractor for 500.00. they charged over 700.00 to fix it. We paid brought it home and it didn't work so they said it would be minimal charge. They then want another 600.00.  if they couldn't fix it the first time why would you keep charging people,?..So we don't have another 700.00 what are we supposed to do, give them the tractor 

   
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 03/02/2024

  It is Walker and Walker Equipment’s goal to try to assist all our customers to the best of our ability.  We strive to work with customers to resolve any disagreements arising from difficult circumstances.  We regret that you felt it necessary to involve a 3rd party in order to resolve this issue.  During this entire process you were aware of the difficulties surrounding the diagnosis of the electrical issues with your tractor.  You chose to bring us your equipment without initially disclosing that other shops had not been able to resolve your equipment’s issues; and without informing us of the work completed by those shops.  You were also made aware of our labor rates and that an estimate is simply an estimation subject to conditions found while repairing your equipment.

  
  While we have already agreed to take care of approximately $750 worth of diagnostic time for you from this invoice, we believe in taking care of our customers and always try to seek a fair resolution.  In this instance, although we believe the second invoice is a fair amount for the work rendered, considering the complex circumstances surrounding the repair, Walker and Walker Equipment is going to pay for your entire bill of $664.33 plus the already waived $750, so you will not owe us for any of the diagnostic work completed from your second invoice.  We feel this resolution could have been accomplished quicker and with a better outcome for both parties by directly consulting with us in order to seek a fair solution.

  
  Since you were notified of your machine’s situation on January 12, 2024 we have been storing it without any fees to you, however since this matter is resolved we ask that you pick up your tractor as soon as possible.  If your tractor remains here after March 31, 2024 it will be subject to additional storage fees.