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:09/09/2023

  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.

  on 6/14/2023 took a husqvarna back pack blower in for warranty repair called numerous times for update on repair .waited till 8/14 23 to inquire about blower was told repair pending. inquired in 2 weeks said i was next in line for repair. called 9/5/23 said i needed serial number for blower for them to do warranty repair did not have that information contacted husqvarna said serial number is stamped on the crankcase informed bartlett small engine repair of serial number on crankcase they said it was not and was told to come and get blower on 9/8/23 i am wondering why they could not find serial number on crankcase when the people that made it said all husqavarna back pack blowers have serial number stamped on crankcase

  Business Response

  Date: 09/13/2023

  First, I would like to apologize for the long delay in our shop. We are struggling with mechanics and cannot process the repairs in a timely manner. However, you were warned about that in the beginning. Your blower was badly damaged. The blower sells for $329 new and requires $285 to repair it. You brought it to us for warranty repair but did not have a proof of purchase and the blower has not been registered which is required for warranty to pay for the repairs. We were unable to find a serial number on the unit which is required for us to get paid for the repair. As of this writing, you have picked up your blower and we will consider the case closed. We cannot do a repair unless we know we will be compensated for it. 

• Initial Complaint

  Date:08/16/2023

  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.

  We took our ***** electric lawn mower to this business in April of this year. We chose Bartlett Small Engine b/c it is the only local establishment that the ***** warranty covered. While the warranty has since expired, it was current when we took the mower to them. They told us it would be **** before they could get it back to us because they were short staffed. It is August, and we still cannot get our lawnmower. We have been understanding because the man who fixes this particular mower for them had a heart attack a while back, and they continued to tell us that he should be back "next week" and they would be in touch. This conversation has taken place at least 5 times since ****. My husband went last week to pick up the mower to take it to the nearest city where ***** can be fixed. They told him that the new part part has been there a while but the man who had the heart attack has put it somewhere; it's lost. "As soon as he is back, we'll get it." We explained that we are having to rent a mower every week, which has cost us nearly $1000, more than a new mower. I asked if they have a loaner; he said no. I said we would pick up the mower and take it somewhere else; he said that the warranty will not cover that. I asked if they could order a new replacement and return the lost one when it's found; he said no because ***** doesn't accept returns. I pointed out to him that the customer is taking a hit for the business's challenges, and he said, "what do you want me to do? get you a new mower?' I said that would work, but he laughed and said, "we can't do that." The business has taken NO responsibility for this issue, acting as if we are callous for expecting someone who is ill to complete a job. We certainly have compassion for the man's inability to work, but the burden of undone work should not fall on the customer, especially for 4 months. I am sorry that they are short-staffed and have challenges, but the business should still take responsibility.

  Business Response

  Date: 08/29/2023

  First, I would like to apologize for the bad experience you had at our shop. After being in business for 53 years, 2023 has been the worst year yet for receiving parts and for employees that are responsible for their jobs. But, that is a problem for me to work out. The mechanic that was doing your repair has been out sick for almost three months of this year. When your unit was brought to my attention, all of the mechanics were busy with their own projects and I had no one to look at your unit. We found that the part that was ordered for your job had been installed but did not fix the problem. The right part was then ordered but went on back order. We contacted ************************ and had the part air freighted in. As of this writing, you have had your mower back for three days. I am assuming that it is repaired to your satisfaction or I would have heard from you. I attempted to order a replacement mower for you during this ordeal, only to find out that your model was discontinued in 2021.