Country Homes Power Equipment

Complaint: [redacted] I am rejecting this response because: The service manager is incorrect in his statement, I asked for my money back and he very quickly told me " I can't do that"I still want my money back back with the exception for the incorrect bar that was installed on the the sawMy offer still stands all Country Homes Power needs to do is send me a check If Country Home Power chooses to not return my money it is just a simple case of theftNo different from someone going into the store and stealing from them, they are stealing form meThe parts to tune up this saw can be purchased for $from AmazonI believed in this store for many years and bought a fair amount of equipment from themIt is Country Homes choice to satisfy a customer or notMy money back is the only resolution as far as I am concerned Sincerely, [redacted]

My name is Ray M*** and I am the service manager at Country Homes PowerAs is stated above when there is a problem with the repair, we offer to remedy the situation quickly and at no chargeMr*** became very verbally abusive when I told him thisHe did not request anything he just
started yellingI still offer to look look at his machine and fix it as long as he comes in our store and behavesThis is my only offer to resolve this, usually once a customer becomes abusive they are banned from our store
Thank You
Ray M***

Complaint: [redacted]I am rejecting this response because:
 
The service manager is incorrect in his statement, I asked for my money back and he very quickly told me " I can't do that". I still want my money back back with the exception for the incorrect bar that was installed on the the saw. My offer still stands all Country Homes Power needs to do is send me a check. 
 
If Country Home Power chooses to not return my money it is just a simple case of theft. No different from someone going into the store and stealing from them, they are stealing form me. The parts to tune up this saw can be purchased for $19.00 from Amazon. I believed in this store for many years and bought a fair amount of equipment from them. It is Country Homes choice to satisfy a customer or not. My money back is the only resolution as far as I am concerned. 
 
Sincerely,[redacted]

They installed a high end pellet stove insert, after installation it was red tagged by the county for no fresh air intake. They returned to stall in the fresh air intake, during spring cleaning it was discovered they installed the fresh air intake wrong and the pipe was crushed when the insert was pushed back into the fire place. So, far there are two no shows on the repair date and time in which they were suppose to fix the problem.

Review: I purchased a wood stove from Country Homes Power which was installed on Aug. 22, 2014.At the time the wood stove was being taken off the truck it fell off the truck; glass on the door and another part was broke.We agreed to have the stove parts repaired.Since Aug. 22, 2014 the salesman that sold us the stove passed away.We have been in contact with Country Homes Power several times, weekly, to find out when the repairs would be made. The parts have come in for the repair and the service rep. for the fireplace dept. made an appointment for Friday Sept.26, 2014 @ 2pm. The person never showed up for the repair nor was there a phone call to let us know they wouldn't be there. Called again Sept.27, 2014 to let them know the repair was not done and they said they would call the repair person to find out what happen. This issue has been going on for over a month, we would like to call for the inspection and start using the stove.Am having regrets of having done business with Country Homes Power.Desired Settlement: We would like to have the repairs done as soon as possible as the stove has been paid for. Should the Department of Labor and Industries not approve the installation or the repairs; we want a total refund of the purchase of the stove and installation/ labor.

Business

Response:

This has been completed to the customers satisfaction on 9.28.14. No further action is necessary.

Thank you

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Country Homes Power contacted me on Monday Sept. 29, 2014. stating they were sorry for the delays and they wanted to set up an appointment to get the stove fixed the next day. Told them that their installer came Sunday Sept. 28, 2014 and finally fixed the stove. The stove was inspected Monday the 29th, and was approved for use. Due the death of the salesman that has been with Country Homes Power for years there was quite a delay in submitting the vouchers to Spokane Regional Clean Air Agency for the wood stove change out program which resulted in Country Homes Power sending out two additional bills requesting payment that should have been made from receiving the payment from the voucher. Until this payment is resolved I won't feel the issue is done with the company.

Regards,

Paul [redacted]
in the last week-Edit
I wish to publicly commend Country Homes Power of North Division Street employees; especially Garth, two certified HVAC technicians, Garbriell and Joe, who skillfully and with the up most courtesy and proficiency recently installed a Valor gas insert in my fireplace.
All members were most professional and my wife and I would like to extend our appreciation for QUALITY WORK...and excellent customer service courtesy!
Accordingly, I have posted 5 Stars well deserved in my opinion.
Thank you,
Paul [redacted] PH [Law Enforcement Purple Heart Recipient, American Police Hall of Fame Inductee]

[redacted] at Country Homes Power was very helpful in helping me with my lawn equipment. The store has a beautiful showroom and a great selection of power equipment with exactly what I was looking for. They also offer great maintenance warranties. I highly recommend this store. [redacted]

Review: I purchased a lawn mower from Country Homes Power in Spokane Valley on 4/20/2013. I used the mower one week later and had trouble starting it. I ripped the skin off my finger pulling the cord so many times to start it. The next week I couldn't start it at all and had to have my son start it for me. It took him several pulls to get it started and even after it was warmed up I still had to get him to start it again. We noticed there was gas leaking out of the mower. I called Country Homes Power and they told me I had to take it to their service department at a store about 45 minutes from where I purchased the mower. Because it is leaking gas I couldn't transport it inside my Explorer and they refused to help me. My son contacted them also and we ended up being banned from Country Homes Power. Still not having a running mower I contacted Husqvarna and they told me where to have it serviced and it was picked up by the company last night. They called me today and told me what they felt had happened to my mower before I purchased it from Country Homes and also the fact that the mower I just bought was manufactured in 2008. I refuse to pay $100 to have a lawn mower repaired that I purchased less than a month ago.Desired Settlement: I would like my money back for the mower and I will go somewhere else to purchase one.

Business

Response:

To the Revdex.com:

This lawn mower was purchased in 2008. It carries a 2 year factory warranty. The lawnmower is no longer covered under the factory warranty. It is the consumer's responsability to get the product to our north side service location for technical work. We offered to look at this situation but the customer refused to bring the lawnmower to us so that we could diagnose it.

There has been a lot of profanity and abuse to our staff at more than one of our stores regarding this consumer and this consumer has wrongfully slandered our company on line. At this point, we have no choice but compute this consumer in our system as a consumer that we will no longer service. If this consumer were to apologize for the abuse to our staff and remove the slander on line, we may be able to move forward with a solution.

Best regards,

Management

Business

Response:

Below is your response from our response from our sales manager, I was off the day this was sent and I need to make a few corrections. My name is [redacted] and I am the service manager, this customer first contacted me in early may and said the mower she bought on 4.20.13 was not running right, I told her to bring it up here and we would look at it while she waited. She refused. She had also contacted our Veradale store and had indicated she had hit a rock with the mower. Her son called me on 5.13.13 and demanded that we pick up the mower, he became verbally abusive and I had to hang up on him. Janice also posted derogatory comments on face book and other online sites about us. Because of the verbal abuse and threats we had no choice but to lock this customer from bringing in this mower to us. The warranty on these machines covers manufacturer defects, when the blades hit a rock; this is not covered under warranty. I understand the customer took this to a different dealer and they charged them for the repair. Since they did not cover this under warranty then it is obvious that what happened was not a warranty issue. If you have any questions, you can call me at ###-###-####.

Sincerely;

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9546124, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

I didn't call them and tell them I hit a rock and I don't know why they would even say that. I didn't feel a two week old mower constituted me having to borrow a truck to take it for a 45 minute drive accross town. I bought the mower close to home and they should take care of it. The mower was leaking gas and I couldn't take it inside my Explorer. I had asked to return the mower and they said they wouldn't take it back because it had been used. They blocked us from their business when I told them I was reporting them to the Revdex.com. I did make some comments on Facebook about the mower I purchased from them, their lack of customer service, and the fact after I found out how old the mower was when they sold it to me. The only reason I had to pay to have the mower repaired was because what was wrong with it wasn't a warranty issue. The person that worked on the mower said he thought the mower had been left outside by Country Power for a long time before I had purchased it. I have attached the copy of my bill from Inland Saw showing what I had to pay to have it repaired and what he feels happened to my mower before I purchased it.

Regards,

Over the years, I have purchased a lawn mower, a snow blower, a Traeger grill, and miscellaneous parts and accessories from Country Homes Power on north Division. I have been very satisfied with my purchases and with the follow-up service I’ve received when I take my equipment in for routine maintenance. My mower still starts on the first pull, in part because it’s a Honda and in part because of the quality maintenance it gets from Country Homes Power. I would not hesitate to recommend this store to anyone looking for quality equipment and excellent service.

Review: I purchased a Honda generator EU1000 in May of 2013 new from Country Homes Power Equipment in Spokane Valley We also purchased the 3 year maintenance contract. We used the machine 1 time in 2013 and brought it in for winterizing as directed per the contract. When we brought it out in March 2014 to get ready for my son's camping medical needs, we were unable to start it. We took it into Country Homes where they too were unable to start it. They had to send it up to the north division store for their repairman to check. 2 weeks later, I receive a call that they can not get it started and it will cost 80 dollars to "open the carburetor". I expressed my displeasure that we gave them a working generator for winterizing and did not touch it until we tried to start it this spring. This was a new generator under warranty. I have attempted to contact Honda but their website contact is down for more than 3 weeks now.Desired Settlement: I want them to honor their warranty, and deliver my generator in working condition. Or give me my money back

Business

Response:

Revdex.com To whom it may concern:

I am attaching information regarding fuel storage from the

owner’s manual. The issue here is fuel contamination, which is not

covered under warranty. There is not a manufacturer who covers fuel

contamination.

If you have any other questions please contact me.

[redacted],

Service manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

This item was brought in to the valley store for winterizing in working order last year. It was not used for the winter and we were unable to start it this spring. The only "junk in the gas lines" was the junk that their service dept. put in it. If they only dumped a cap full of gasline antifreeze in the machine, then their service contract is worthless. They put that crap in it, they should stand behind their work. This machine was still on warrantee and that engine was working fine until they "worked on it". Still trying to contact Honda, but their website has been down. Curious how that seems to be an ongoing thing. May start trying snail mail, since that is still reliable. I will start using social media if resolution is not satisfactory. Those local businesses are definitely not working to keep their customers, and I feel I should let the rest of the community know of this problem.

Business

Response:

Dear Revdex.com:

Fuel is not covered under ANY service contract language, nor

is it approved by any engine manufacturer. At this point the burden is

not on Country Homes Power nor Honda Motor Co., but with the consumer. If

they can provide the Revdex.com with any language showing that fuel contamination is

covered, we will honor it. The consumer can also pick their generator up

at no charge to seek an additional opinion on the matter, including another

Honda dealer.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Again I reject this position as country Homes was mechanic was the last person to put anything in the generator, and it was working before it was brought in for winterizing. I suggest that someone doesn't know what they are doing or was not supervised correctly and sabotaged my unit. We did everything correctly as per the maintenance contract. We used this machine only once and are now being subject to further maintenance charges and delays due to their incompetence and miscommunications.

I purchased a new walk behind mower from the Country Homes Power store in 2013 at the location on Sprague Ave in Spokane Wa. They had a promotion where they offered 50.00 $ for your old mower. Mine had rusted out and the wheel had fallen off and they took in in, it was probably 15 years old. The new Honda mower came with 4 years of service for oil changes and blade sharpening and power washing. In 2014 the automatic choke did not work, they fixed it without charge as it was something that was a problem on this model.They have kept it in good shape and I have not had one problem with it. The service agreement stated that it needs to be taken in in January or February for the work. This year time got away from me and I took it in on 3-22-2016 and the said no problem, they would honor the service. These guys are great and [redacted] and [redacted] are awesome to work with. I would highly recommend them to anyone looking for power equipement.

From the first time we walked into Country Homes Power we should of recognized the horrible services and purchase our wood stove somewhere else...

We had a horrible experience with Country Homes Power. They didn't show up for numerous appointments, when they did show up they were late, they damaged our property, they continuously ordered the wrong parts, they don't know local wood stove regulations and awful/non existent customer service skills. The details are as follows:

Our first appointment with Country Homes Power for our wood stove insert the installer never showed up for the appointment, so we rescheduled. The second appointment, the installed never showed up, so we reschedule. Finally the third appointment, the installer showed up a half hour late and demonstrated absolutely no customer service skills and never apologized for standing us up two time and showing up late the third time.

On the day of install (fourth appointment), the installer called and said he would arrive at 9AM. He didn't arrive till 11:30 and never apologized. He ordered the wrong part and forgot another part of the wood stove at the store. The installer gouged our wood floors from our front door to the fireplace, approximately 30 noticeable holes in our hard wood floor. He brought his shop vac but never cleaned up the inch of soot covering our wood floors. So we made another appointment to finish the job. I demanded a new installer.

On the second day of install (5th appointment), the company ordered the wrong part AGAIN.

On the third install day (6th appointment), we thought we were finish with this company but to our dismay, the company didn't install an important component (air intake vent) to pass the local wood stove regulations so we had to have a 7th appointment. We called Country Homes Power to explain why we did not pass the local inspection and it took them over a week to order the part and finish the installation. Not once did Country Homes Power return our phone call regarding the missing air intake vent.

On the seventh appointment, the installer installed the air intake vent in the incorrect position.

The company's solution to fixing our damaged wood floors was some wood putty and gloss, that was not acceptable!

They charged us the wrong amount which we had to go in the store and write a new check which was still the wrong amount however the salesman continued to argue with me, the customer, and refused to fix it. I just wanted to be done so I paid the incorrect balance just to be done with them.

I will never recommend this company as it took seven appointments to get a wood stove installed when it should of taking two appointments. This company has absolutely no customer service skill. Every time we walked into this store we were never greeted and had to seek out an employee to help us. When I first called to complain following the first install day, the salesman refused to let me speak with the store manager, which was unacceptable.

By writing this complaint I hope that someone hears our story and chooses a different company for their business.

I have purchased power equipment from them for many years. They have always been fair and [redacted] sees that all my equipment keeps running strong. They provide on-site service for every type of power equipment they sell. [redacted]