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:08/24/2023

  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.

  It started with air going out of tires. We went to the office and spoke with owner. He asked if my husband would bring tire in. He said yes but it would be difficult. The owner asked to fix tire. We had to have another tire repaired Dec 27, 2021. Tire company said it was flat because of the way it was mounted. The belt has come off three times. They sent a mechanic out May 17, 2023. He put a new belt on. It started slipping the next day. The mower has been in the shop numerous times. The last time they picked it up was May 30, 2023. They returned it July 13, 2023. When the delivery guy brought it he said you have a new handle. You have to hold it up to start the mower. The belt was slipping too. I have video of the sound it makes on the day it was delivered on July 13, 2023. They said they had problems getting parts. The mower was worse than when they picked it up. As with all products there is a possibility of defective product. That’s what we have, we thought we had bought the last mower we would need. While it was in the shop for 43 days our son mowed and we mowed with a push mower. This has been very frustrating. Our son bought the same kind of mower we did. He mowed for us while we were waiting.
  
  Mrs. Nelson
  The reason for the mechanic coming to my home at 8:00AM May 17, 2023 according to an employee I spoke to the man on the phone the day before was they wanted to watch my husband mow and see what he was doing to the mower. The mechanic left and brought back a belt and installed it. He knew something was wrong with the mower. My husband takes very good care of this mower.

  

  Business Response

  Date: 08/24/2023

  It should first be noted that as a business, we reserve the right to refuse service to anyone who cannot conduct themselves in a respectful manner to our employees. No matter the specifics of their circumstance, there is no reason to resort to the use of profanities, which is exactly what has happened on multiple occasions with the listed customers husband. She would have to control him and tell him to walk away. As the BBB rightfully requests that profanity not be used in responses, it would seem reasonable for us to be able to expect the same from the customers as we attempt to conduct business and resolve their issues. 
  
  Secondly, if the above is not enough reason to prove our position on this matter, the customer rightly explains the many attempts to resolve their issue, but fails to mention that she has not been charged for any of these repairs, with the exception of a $46.18 belt, which any manufacture will tell you is never a warrantied item after 90 days of the new purchase. At the time of this charge, the unit was two years and 2 months old. The unit was indeed in our possession for a longer than average amount of time as we awaited the necessary parts, due to the continued supply chain shortages the entire world has endured over the past few years. Any further mention of charges against this unit were related to seasonal services requested by the customer with no charge being related to any warrantable problem. (Services include changing of fluids, blades, filters, etc as a normal upkeep of a machine.) Additionally, the customer requests pickup and deliver services, which is an added charge she incurred only for the three times that the machine was here, unrelated to warranty work. 
  
  Thirdly, in response to the mechanic coming to her house to watch her husband mow. This is absolutely correct. We wanted to observe the level at which he was running the mower deck in relativity to the ground. This is because when we operate the machine at proper heights, we could not replicate ANY of the problems that he is having. Additionally, this same mechanic stayed at their house to operate the machine himself. For a minimum of 15-20 minutes of use time, the machine exhibited no issues at proper height operation. 
  
  Furthermore, when in contact with the manufacture, using CASE# ********, we made it very clear that we could not satisfy the customer and that we would no longer be subjecting ourselves to the way that they choose to conduct business, which could accurately be described as, WITH FORCE. The manufacturer reinstated their confidence in our track record as their eyes and ears on the ground as the professionals in the area and stated that they will always stand behind us in that improper use of the machine is not covered under warranty. The manufacturer suggested an alternative repair facility for them to continue forward with. 
  
  We have a long track record of satisfied customers, which proves our ability to think on our feet and go the extra mile to meet the needs of a wide swath of people. This track record has also provided a keen sense of recognizing when we are dealing with someone who cannot be satisfied, which is where we find ourselves with this specific customer. We can walk away from this situation knowing that they have not been charged one dime for any service that they have not been given and that their machine was in proper operation when it left our shop, AGAIN, most recently, at no cost of their own.