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:07/15/2023

  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.

  See Attachment. At minimum I would like a partial refund for unauthorized parts. A written and signed apology would also be appreciated. THERMOSTAT - $22.50 VALVE COVER GASKET - $42.00 RED PAINT - $18.00 VALVE COVER GROMMETS - $93.75 THERMOSTAT GASKET - $11.00 DELIVERY - $50.00 TOTAL - $237.25

  Business Response

  Date: 07/25/2023

  The customer originally contacted our head service mechanic by phone; the customer stated he had recently installed a new head gasket on his tractor, however the engine coolant continued to leak after his attempt to repair it. He asked what our labor rate was and then asked if he could make an appointment to bring his tractor in for us to repair it. The mechanic told the customer he could bring the tractor in at his convenience, but we couldnt tell him when we would start or finish the repairs because it was our busy service season and there were many other units scheduled for repairs ahead of his. The customer contacted a towing company and had them drop his tractor off at our business for future repairs. It took a few weeks before we were able to start the service on his tractor, because of obligations to our customers that brought their machinery in for repairs prior to him bringing in his tractor. The customer called me a couple of times asking when we were going to get started on his repairs; I assured him we would get it in as soon as there was availability in the shop. The customer was frustrated that we couldnt get his tractor in for repairs sooner than we did, he thought his need to use his tractor to do fieldwork should have taken priority over our other customersneeds. At any point prior to us starting his repairs, the customer could have taken his tractor to a different repair facility if he chose to do so. We even offered the customer one of our tractors as a loaner to help him get his fields timely planted. The customer stated that his tractor was still at our business as of 6/24/2023; we completed the work on it 5/17/2023, however the customer let it sit here for over a month because he wasnt happy with the bill for the repairs. The customer stated he asked for updates and estimates but none were given; he was given updates and one was even emailed to him on 4/5/23 which he responded to by phone.
  
  We had to split the tractor to remove the cylinder head,since the head needed to be sent to ***************** that specializes in cylinder heads to ensure there were no problems with it. The customer told us that ***************** had previously rebuilt the head, however we needed to have it reinspected to verify nothing else was wrong with it after ***************** returned it to the customer since he worked on installing it himself. The customer insinuated we improperly tested his radiator; it was pressure tested properly and it leaked at 12psi, so we had to send it out to have a new core installed in the radiator. The customer stated that we shouldnt have replaced the thermostat; it is common practice to replace the thermostat whenever work is done on heads and head gaskets. The customer complained about the cylinder sleeve tolerance; the tolerance was improperly set before we started working on the machine, because of a copper inlay that was placed around the cylinders. The customer complained about us improperly using the bolts he provided; he told us the bolts he purchased were correct for his machine when in fact they were not and that is the reason one broke off when being torqued to specifications. The customer complained that we shouldnt have replaced the valve cover gaskets;most times the gaskets are only good for the initial installation and frequently leak if you try to reuse them, so we needed to replace them.
  
  The bottom line is this:
  The customer unsuccessfully tried to repair his own tractor prior to bringing it to us; to properly do the repairs, we needed to resolve problems caused by others before we received it.
  The customer wasnt happy with how long it took for the repairs; he was never promised a start or finish date, and the work was completed as fast as possible given the circumstances.
  The customer complained about the cost; he should have paid $3,994.11 but we discounted it by $758.68 and only required him to pay $3,235.43. This discount shows up as Goodwill on our invoice instead of removing parts and labor directly from the invoice, because all parts and labor need to be accounted for in our General *******
  If the customer had given us permission to repair his tractor in the proper manner that we suggested, it would have saved him time and money in the long run.

  Customer Answer

  Date: 08/01/2023

  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.
  
  I am still completely dissatisfied with the services provided and how I was treated. While yes I was offered the use of a tractor it was well after all my work was completed at increased expense to myself. I was also told over the phone that my equipment would be done in time for spring tillage, which it was not. The bolts used on the head were provided by *****, and as they are a reputable engine rebuilder I trust that the bolts are fit for the use. HOWEVER they are not fit to be reused, which the mechanics at Weyers Equipment did, causing one to break inside the block. The cylinder sleeves were in spec per my conversation with the head mechanic, who actually did not know the specification. There was no proper manner suggested, I recall a conversation with the head mechanic stating 'I can call someone and see what they think'. This was after the head was reinstalled and still leaked. Also, once a meeting was set with the owner and the service manager, the service manager changed his story about how things went and what had happened when the owner was in the room as opposed to when it was just the service manager and myself speaking.  

  Furthermore, with some use of the tractor I see that my alternator is no longer charging the battery. Upon my own inspection I see that the post/terminal had been completely over torqued and snapped internally. Weyers is the last service provider to have worked in this area on the tractor, as disconnecting the alternator is part of splitting the tractor. 

  The bottom line is this:

  I do not believe Weyers has it's customers' best interest in mind

  The service mechanics are not qualified to work on such equipment and that should have been stated

  The customer service and treatment of patrons is less than respectable

  
  Regards,
  
  ***********************

  Business Response

  Date: 08/10/2023

  On 4/11/23 the customer told us to stop working on his tractor, and then later met with the owner and myself on 5/9/23. During the meeting the owner told the customer we would redo the head gasket job with the new bolts and cover the cost of this new repair, provided he paid for the original repairs. We could have required the customer to pay for these new repairs, since he originally directed us to reuse his old bolts because he thought the new bolts were too expensive. We started this new repair on 5/15/23 and it was completed on 5/17/23. The customer stated we should not have replaced the thermostat, however we thought it needed to be replaced to properly do the repairs. After we replaced the old bolts he originally directed us to reuse, with the proper new bolts he should have allowed us to use, the tractor stopped leaking coolant. The customer complained that a mounting bolt for his alternator was stripped, however this was never brought to our attention until recently. We would have repaired the stripped bolt at that time, had it been brought to our attention.    
  
  Here is the bottom line: Originally the customer did not authorize us to perform the repairs the way we thought they should have been performed, because he thought it was too expensive to do it that way. Had the customer originally authorized us to perform the repairs in the manner we recommended, he would not have encountered any of the issues he is complaining about!   
  

  Customer Answer

  Date: 08/22/2023

  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.

   

  • I never gave direction to reuse head bolts. I only stated the bolts provided from ***** met specifications for use, not reuse. The only time I said that I did not want to pay them (Weyers) for new bolts was after they had already broken one off in the block, this was stated during the meeting on 4/11/23 per the service manager. Furthermore I stated that they are not fit for reuse in my prior reply.  
  • What made the team at Weyers think the thermostat needed to be replaced? Was it tested before disposal? If it was tested, would it have been tested to the correct parameters? Please see and address the concern about the head mechanic not knowing the specifications of the cylinder sleeve allowable tolerance.  
  • The stripped bolt is being brought to your attention now, as the equipment has seen little use since its return as the part of the year where it sees the greatest use has passed. It has taken a few uses for the battery to drain and for me to notice that the stud was in disrepair.  
  • There was nothing to authorize as far as correct repairs as I was never contacted with estimates/quotations or plans prior to work starting. Please see my initial complaint.  
  • The late completion of the project has not been addressed by the company. Spring tillage began well before 4/11/2023. 
  • Please also address the change in dialogue of the service manager when the owner is not present from my previous reply.  

  "

   

  
  
  
  Regards,
  
  ***********************