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Business Profile

Lawn and Garden

Wales Lawn & Garden, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Wales Lawn & Garden, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Wales Lawn & Garden, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:06/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased a Simplicity Conquest lawn tractor from Wales Lawn and Garden, **** in 2003. We only have had any service that it needed done thru this company. Over the winter, while being stored in our garage, we noticed that a major oil leak was leaking massive amounts of oil on top of the ***** deck. On March 3, 2024, we contacted Wales Lawn & Garden, Inc., to get us on their schedule for repair. They came & picked it up on a trailer on April 4, 2024. I, ********, was home at that time and the ***** sounded like it always had for the past 21 years that we have had it. Weeks went by and never heard from them, I called & mechanic told me that it just needed an oil seal & that it was a $10. part and an hour labor but part was back ordered. I waited another week and called, the part was still back ordered. At that time I asked if I could have the part number. I googled it and the part was all over the place so I ordered one 4/25/24. My husband dropped the part off that next day. Another week went by and they werent answering my phone calls. When I used another phone number theyd answer They again said that the ***** was not ready after having the part for over a week when they told me it was an hours job. Finally that next week, they called and said that the ***** was ready and would be dropped off that Tuesday. I was home Tues but came Weds when no one was home. We started up ***** to put in garage & sounded like a completely different machine. There is a starter on it dated ************************************* & fly wheel is deep when ours was shallow. My husband called, they said was clutch bearing. He said it didnt have this problem when u picked it up. Wales said theyd order the part but it was back ordered. We then received a bill in the mail wout ***** fixed. My husband called & talked to owner who immediately started swearing & wouldnt listen to the problem. Just was defensive. Our engine is nothing like our engine that we trusted them with.

      Business Response

      Date: 07/12/2024

      Customers tractor came in for an oil leak. Part needed to fix the oil was backordered from our distributor. Owner was notified the part was on backordered in which the owner asked "why we couldn't just buy the part off amazon." The reason this isn't an option is the parts on amazon are not OEM and have no warranty attached to them so if the part fails we would have to eat the labor and cost of the part. Owner then asked if they could get the part and we could use it and we said yes with the understanding there is no warranty for the part. Owner then brought a part not OEM that was bought off amazon and we installed the part and fixed the oil leak with zero issues. Once the oil leak was fixed we started the unit and realized they had a noisy *** bearing in which we informed them it was usable and we would install the new bearing when it came in from backorder. This is where the problems began with them. They went on to accuse us of "sabotaging" the *** bearing. We explained to them there was no way of knowing the bearing was loud when the unit first came in because the unit did NOT run. We could have sent it back "as is" but thought they should know they had another problem with the unit. We proceeded to take the unit back and heard nothing from them for over a month. The oil leak problem was solved. Then we get a phone call from said owner saying we "took his engine out and put a different engine in". The owner is questioning the integrity of our service shop in which we have been in business for 54 years. We then asked him if the said oil leak was fixed and he said yes and he continued to get louder and more belligerent to the point he told our head mechanic "if I see the owner in public I'm going to kick his a**" What they want a refund for is completely false the problem was fixed and the unit was used over a month before this complaint. This is not the first encounter with these owners was have had over time. We gave them a second chance which led to this same result of them complaining trying to get their money back. They seem to think "new owners" are in place, but its been owned by the same family for 54 years. The complaint is false in nature and facts will back that up. We are never against trying to fix an issue if it did happen on our end in this case nothing was done wrong. The work was done correctly and they have not had an oil leak since, as far as the noisy *** bearing they didn't want us to fix it after the owner called harassing us so that is out of our hands.

    Wales Lawn & Garden, Inc. is NOT a BBB Accredited Business.

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