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Business Profile

Hardware and Tools

Martens Ace Hardware

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:02/08/2024

    Type:Product 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.
    On Nov. 27, 2023 I purchased a Ariens snow blower ******. I also paid ***** extra for set up and delivery. The first time I used it in heavy snow the lowest gear was way to fast for the blower to keep up. I had to continuously use the drive lever to stop and start the machine so that it could handle the snow. The machine has 6 speeds and even the lowest speed was to fast to handle the snow. I stoped by the business to address the issue and was told to call back another day. I made a total of 5 calls to the business and was promised it would be taken care of. As of yet I have not heard form the business as what they do for me as far as getting it repaired. I was told by the store it was a matter of simple adjustment but but still no one contacted me abut getting it fixed. I was told by the stores mechanic that others had also reported the same issue. The delivery charge included proper set up but the delivery person never ran the machine. I was told by the business this issue should have been caught when it was deliverd but never was. The machine is very difficult to use because of the fast speed in somewhat deep snow. I mearly want it to be fixed so I do not have the problem. The rest of the machine is fine. If they refuse to correct the problem I would like a refund so that I might purchase another machine from a business that has better customer service.

    Business Response

    Date: 02/19/2024

    Thank you for contacting us. Customer purchased Ariens snowblower, model # ******. Customer paid $50.00 for set-up and delivery. The set-up that we do is open the box, disposal of all packaging, installing the handles, and making sure the snowblower works.  All these were performed before the machine was delivered. All other settings are factory setting. We do not modify the engine or any of the gears. Customer was contacted multiple times and explained how to go to the lowest gear. Apparently, the lowest gear is too fast for the customer.  We picked up the machine and double checked it again. We also contacted Ariens customer service to see if there was any other way to make the snowblower go slower. ****** replied that there is no way to make it slower. That is the factory setting. This is not a customer service issue by us. We always do our best to help our customers. 

    We have also contacted Ariens sales department to see what they can do for this customer. Waiting for their respond.

    Customer Answer

    Date: 02/23/2024

    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.

    It has been 13 days and as of today have not heard from the business. They never informed me as to what their plans were to remedy this issue. If I would have had contact from them perhaps I could have resolved this in a more civilized matter. 13 days is unacceptable. The blower in my opinion has to fast of a low gear and is very difficult to use in heavy snow. The machine has to stop and go just to get through heavier snow. If that is what the factory setting is I do not want the machine. The business tech. mentioned to me that there has been other complaints also concerning this particular machine speed in low gear.
    [Please type your response here.
    Regards,

    ***********************

    Business Response

    Date: 03/13/2024

    This matter has been turned over ********** on February 29th.  They are the manufacturer of the snowblower.  Please turn to them for further assistance in this matter.

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