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:11/09/2023

  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 chainsaw for service last season. They worked on it and did not call to inform me of the problem and or cost before repair. I picked it up and paid for said repair. The saw would not operate properly so I informed them and they said they would take a look at it. I took it there two months ago. I called today and was informed it needed a carburetor and they were ordering it. I told him he didn’t tell me that last time. He tried to insinuate that I had done something to the saw. And it was a new repair. I told him it was the original reason I brought it to the shop. He refuses to call customers to inform what there problem is and to give an estimate of the repair before making the repair. His insinuating that it was my fault is what made me the most upset

  Business Response

  Date: 11/16/2023

  On 10-22-22 customer bought in a Stihl Chainsaw for a No Start situation.  Customer was told the saw would be checked over for serious damage before repair was done.  If repair cost is half the new price of buying the equipment new then we notify the customer, otherwise we proceed with the repair if the cost is lower and equipment is worth repair.  Upon diagnostics of the saw we found that the old gas and poor oil and gas mix ratio caused carburetor problems and could be rebuilt, saw was within repair cost paramters

  Carburetor was removed and cleaned and rebuilt, fuel lines were check and we installed a new fuel filter. Proper oil and fuel mix ratio with 91 octane fuel was put into gas tank after draining the old fuel.  Chainsaw was then started and tuned up.  Customer was notified repair was complete and saw was picked up on 10-27-22.

  Customer returned on 11-6-23 with the chainsaw stating it would not start, we again explained the procedure for repair and cost.  Upon diagnostic of saw we find once again old gas and poor mix ratio in fuel tank and this time carburetor adjusting screws have been tampered with.  The chain on the saw had obviously done much cutting from our observation.  At this point in time we were backed up about 4 weeks for complete repair with the possibility of 1-2 weeks for parts order.    The cost to replaced this chainsaw was approximately $499.99.  The cost of repair would be estimated at $150.00, we were well within our limits.  When customer called to check on repair he was informed the saw needed a new carburetor due to sitting.  He was informed it needed a new carburetor. He then told us that saw never ran properly when he picked it up on 10-27-22 and he only used it for 5 minutes. We in turn asked why he did not inform us, he said he chose to put the saw away for the next entire year.  He claims the saw was never properly fixed the first time.  Customer then became irate and proceeded to yell over the phone.  We tried to de-escalate the situation by letting him know we would take into consideration the previous repair and do our best to treat him fairly.  We do our best to stand behind our work but we ask owners of equipment to take certain steps in taking care of their equipment.

  Customer then came to the shop to pick-up the un-repaired saw and threatened to call the police and talk bad of this shop around our community.  We calmly returned the saw to him fully assembled and said to have a nice day.

  On the date this report was made to the Better Business Bureau the customer came into the shop and appologized for his behavior to our employees.  Needless to say were surprised by thisnotice we received.

  Customer Answer

  Date: 01/03/2024

  I took my chainsaw in for repair, they charged me 125 dollars. I took it home put it in the shed and when I got it out to use it would not run properly. I told frank about it and took it back to them. He then determined it needed a carburetor and began fixing it without calling me or getting permission. I called him and asked about the saw and he instructed me that the carburetor was bad and the repairs would be an additional 150 dollars to repair. I was angry cause they didn’t fix it before and know wants more money. He’s a crook!!!

  Business Response

  Date: 01/20/2024

  We have addressed this complaint previously and have nothing to add to it.

  Thank you!