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:01/21/2025

  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 had my tractor scheduled at sandy lake implement for a minor repair(carburetor and battery) Through their negligence (tractor was left outside for a month after a scheduled maintenance appointment) and the water in the cooling system froze causing the engine to crack. Sandy Lake was informed when scheduled that this tractor was kept indoors in a climate controlled garage. The estimated repair was $1200 after their negligence of leaving it outside for a month the estimated repair is $6000. They delivered the tractor back to me unusable/useless. They lack professionalism and provided no resolution.

  Business Response

  Date: 01/21/2025

  The customer called in on 12/3/2024 to schedule in his tractor for the following - RADIATOR LEAK, DIFFERRENTIAL ISSUES, SHIFTS ROUGH, & SERVICE BELLY MOWER

  Customer was at no point told that the tractor would be stored inside a heated building, we are not a facility that can accommodate a request for that so at no point did any employee or owner state that the tractor would be kept in a heated building until repair was done, in fact customer was told that his tractor would be outside and we have video footage of our personnel when on the phone with him stating that. At no point did the customer advise anyone at ********************** that there was water in the cooling system instead of coolant which is what the owner's manual states to run in the cooling system. Had customer informed us there was water instead of the recommended coolant we would have immediately drained the water from the system before leaving it outside. The customer never asked us to look at or repair the carburetor it was always a radiator leak. 

  The tractor was picked up from customers house on 12/12/2024 from an outdoor location between two barns, not inside a building. Tractor was brought into the shop on 01/3/2025 and triage was completed, at this time technician found upon initial inspection the bottom of the radiator was cracked and would need replaced. Customer was called with initial quote of $1200 to replace the radiator. Customer still did not mention that he ran water in the cooling system rather than coolant and advised he would like repair to be completed. Technician advised he would do a comprehensive check over of the tractor to be sure nothing else major was wrong before recommending this repair. 

  Technician completed check over and found that due to customer running water instead of recommended coolant and leaving his tractor outside prior to it arriving at Sandy Lake Implement the engine block and head were cracked. Technician called customer who stated he had to continuously add WATER to the system when running it and immediately blamed Sandy Lake Implement saying he always kept it inside even though it was being stored outside upon pickup. Also immediately demanded Sandy Lake Implement purchase another tractor for him at which time technician advised Sandy Lake Implement is not liable due to evidence that it has been cracked for a while and customer is trying to pull a fast one and get a replacement for a tractor he destroyed himself.  Customer started yelling and making demands so technician advised that we would deliver the tractor back to the customer free of charge. Tractor was delivered in the same running condition as when it was picked up. Tractor still runs and drives but still has the coolant leak it was brought in with. 

  Sandy Lake Implement attempted to resolve this the best way we could. Customer was clearly trying to Con ********************** into paying for a repair that was caused by negligence of the customer. 

• Initial Complaint

  Date:05/31/2024

  Type:Product 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.

  Bought mower. Delivered. Didn’t cut grass. Delivery driver who was also salesperson agreed mower wasn’t cutting properly. Told him to keep mower. Prior to that he told me he’d take mower back and give me a full refund. He took mower back to shop same day. Next day they say mower working fine. Options either take mower or will give money back less $200 for expenses. They would have to clean mower. They won’t return the $4337.99 unless I agree to be charged $200 for faulty equipment. They currently have money and mower.

  Business Response

  Date: 06/17/2024

  ****** ******* purchased
  a Toro Timecutter lawn mower on May 28, 2024, and requested the mower be
  delivered to her home. Our delivery fee for new equipment is $1.50 per mile
  roundtrip. Per the vehicle GPS Ms. ******* is 41.8 miles roundtrip, making the
  delivery fee $62.70.  Ms. *******
  negotiated the best deal possible, and the mower was delivered at no charge.
  Sandy Lake Implement does not have a policy of putting gas in the tank unless
  negotiated into the deal. Ms. ******* did not negotiate this into her deal.
  
  On May 30, 2024, the
  sales associate left Sandy Lake Implement at 3:18pm and arrived at Ms.
  *******’s at 4:06pm. The sales associate left Ms. *******’s at 4:51pm. The
  sales associate was with Ms. ******* for 45 minutes going over the mower.
  
  Ms. ******* did put her
  gas into the mower while the sales associate was there.  Ms. ******* felt the mower was not cutting
  correctly. The sales associate inspected the unit and called into Sandy Lake
  Implement and spoke with the service department. The sales associate was
  instructed to lower the height cut. The mower cut the grass as it should. Ms.
  ******* advised the sales associate she was not comfortable with the mower; it
  was not mowing as she felt it should. The sales associate brought the mower
  back to have service department check for issues. The service tech inspected
  all aspects of the mower – the mower cuts as it should.
  
  Ms. ******* called in
  demanding a full refund. Ms. ******* spoke with an owner of the company and was
  advised it is the policy of Sandy Lake Implement there will be no refunds on …
  equipment/units/wholegoods. This policy is stated on invoice #********* which
  Ms. ******* signed, see attached. At which point Ms. ******* proceeded to
  berate, use profanity, and told the owner she would post all over social media
  and anywhere she could review us that Sandy Lake Implement is a thief. Ms.
  ******* was advised there was nothing wrong with the mower and we would deliver
  it back to her again at no charge or Sandy Lake Implement would make an
  exception to policy and refund her $10.00 for the gas she put in the mower, the
  price of the mower minus a $200.00 restock fee as the mower can no longer be
  sold as a new mower, it cut her grass. This was not acceptable to Ms. *******.
  
  On May 31, 2024, Sandy
  Lake Implement refunded Ms. ******* for the gas she used, the purchase price of
  the mower minus the restock fee, see attached. 
  Ms. ******* was sent via text message, ***** ********, a picture of the
  check, as well as her original invoice and the refund invoice and advised the
  mower or the check were available for her to pick up at her convenience. Check
  # *****, dated May 31, 2024, in the amount of $4,154.94 was mailed Certified
  Restricted on June 6, 2024, and picked up by Ms. ******* at the ************ **
  post office on June 11, 2024.
  
  Sandy Lake Implement has
  a policy of a 20% restock fee on all eligible returns. If the mower was an
  eligible return, Ms. ******* would have been charged $819.90. Sandy Lake
  Implement was trying to work with Ms. ******* and take the mower back, against
  our policy, and charge her a restock fee $200.00 as the mower could no longer
  be sold as new.
  
  Per Ms. *******
  complaint, she states “she had Sandy Lake Implement take the mower back for
  repairs…”. Per Sandy Lake Implement policy as stated on the invoice which Ms.
  ******* signed and initialed, “travel time and/or hauling is not covered by
  manufacturer’s warranty and is the customer’s responsibility. $2.50/mile round
  trip, minimum charge of $50.00 (rates are subject to change). If the mower
  needed warranty repair, which it did not, Ms. ******* would be responsible for
  $104.50 in hauling.