Evolution Ag of Ohio

We received the communication detailing a complaint from Ms [redacted] ( [redacted] ) dated February 5, Wehave reviewed the service records for this customer and can provide the following information.5/19/-Customer dropped off mower at Evolution Ag for repairCustomer was informed that loaner mowers werenot available, the labor rate was $86/hour and there were several other mowers in line to be repaired before we couldevaluate her unit.5/24/-Customer was contacted and told that her mower had not been evaluated and there were still several otherunits ahead in lineShe was also informed that it will take extra time to get any parts as we are not a Honda Lawnmower dealer.5/30/17-Customer was contacted and told the estimate for repairs would be $Customer agreed to have therepairs done.6/6/-Customer was contacted that the unit had been repaired and was ready for pickupParts and labor for the jobamounted to $(less than the original quote).6/7/-Customer picked up unit and paid the invoice.6/10/(Saturday) - Customer contacted the service department and indicated that the mower would not startShewas advised that a technician was not working that day (Saturday) and if she would bring it in, we would look at it assoon as possible the following weekShe requested a loaner mower and was told that loaners were not available.Technician inspected the unit and found that the fuel tank was empty and there was debris in the fuel tank (grass, bugs).Customer was contacted and she admitted that the gentleman that helps her, fills the fuel tank and leaves the cap offfor an extended period of timeShe was advised to check her fuel cans and fuelThe mower does not have fuel filtersand it is easy to clog the carburetorDebris can easily clog the fuel lines and carburetor.6/14/-Customer was contacted that the unit had been repaired and was ready for pickupThe invoice for the secondrepair was $Carburetor and fuel lines were cleanedMower started and ran well.6/15/-Invoice sent to the customer7/10/-Second invoice sent to the customer8/3/17, 9/20/-Calls were placed to the customer and messages leftCustomer did not return either callInvoiceturned over to collections.1/17/-Customer was contacted and she stated she would call and settle her bill.1/31/-Customer sent letter to Revdex.com2/14/and 2/15/-Doug L [redacted] , Principal placed calls to the customer, left messages and have not had anyresponse from the customer.The service department had no further communications from the customer including any complaints since 6/14/Wewould have been happy to have worked with the customer but her unwillingness to return our calls including the callsthat I personally made on 2/14/and 2/15/indicates she is using this process to not a pay an invoice for repairs thatwere caused by lack of care in handling fuel.Thank you for the opportunity to respondEven though it is infrequent we work hard to be responsive to any customerconcerns that may arise.Cordially,Doug L [redacted] , Principal

Response:We understand Mr. [redacted] disappointment on his inability to purchase the piece of equipment that he had identified. We do not dispute the fact that he spoke to both Mr. O[redacted] and Mr. B[redacted]. In speaking with Mr. B[redacted], Mr. [redacted] did not initially identify himself as a customer...

who had spoken to Mr. O[redacted]. Mr. [redacted] was told by Mr. B[redacted] at that time that he thought that sprayer was sold but would be able to show him other used sprayers in the inventory . On the evening of February 1st, Mr. O[redacted] made very clear to Mr. [redacted] that the sprayer was under reserve to another customer and that customer had first refusal until 5:00 p.m. on February 3rd.  Mr. [redacted] was given the option at that time as to whether he still desired to have his credit application submitted. He instructed Mr. O[redacted] to proceed. Other sprayers were discussed and made available to the customer for consideration by both Mr. B[redacted] and Mr. O[redacted]. Neither a signed contract nor deposit had been presented by Mr. [redacted]. In fairness to the other customer, his first right of refusal was honored.  Doug L[redacted], PrincipalEvolution AG LLC - Delaware13275 US 42                                                                     Plain City, Ohio 43064

We received the communication detailing a complaint from Ms. [redacted]) dated February 5, 2018. Wehave reviewed the service records for this customer and can provide the following information.5/19/17 -Customer dropped off mower at Evolution Ag for repair. Customer was informed that...

loaner mowers werenot available, the labor rate was $86/hour and there were several other mowers in line to be repaired before we couldevaluate her unit.5/24/17 -Customer was contacted and told that her mower had not been evaluated and there were still several otherunits ahead in line. She was also informed that it will take extra time to get any parts as we are not a Honda Lawnmower dealer.5/30/17-Customer was contacted and told the estimate for repairs would be $263.51. Customer agreed to have therepairs done.6/6/17 -Customer was contacted that the unit had been repaired and was ready for pickup. Parts and labor for the jobamounted to $251.91 (less than the original quote).6/7/17 -Customer picked up unit and paid the invoice.6/10/17 (Saturday) - Customer contacted the service department and indicated that the mower would not start. Shewas advised that a technician was not working that day (Saturday) and if she would bring it in, we would look at it assoon as possible the following week. She requested a loaner mower and was told that loaners were not available.Technician inspected the unit and found that the fuel tank was empty and there was debris in the fuel tank (grass, bugs).Customer was contacted and she admitted that the gentleman that helps her, fills the fuel tank and leaves the cap offfor an extended period of time. She was advised to check her fuel cans and fuel. The mower does not have fuel filtersand it is easy to clog the carburetor. Debris can easily clog the fuel lines and carburetor.6/14/17 -Customer was contacted that the unit had been repaired and was ready for pickup. The invoice for the secondrepair was $129.00. Carburetor and fuel lines were cleaned. Mower started and ran well.6/15/17 -Invoice sent to the customer7/10/17 -Second invoice sent to the customer8/3/17, 9/20/17 -Calls were placed to the customer and messages left. Customer did not return either call. Invoiceturned over to collections.1/17/18 -Customer was contacted and she stated she would call and settle her bill.1/31/2018 -Customer sent letter to Revdex.com2/14/18 and 2/15/18 -Doug L[redacted], Principal placed calls to the customer, left messages and have not had anyresponse from the customer.The service department had no further communications from the customer including any complaints since 6/14/17. Wewould have been happy to have worked with the customer but her unwillingness to return our calls including the callsthat I personally made on 2/14/18 and 2/15/18 indicates she is using this process to not a pay an invoice for repairs thatwere caused by lack of care in handling fuel.Thank you for the opportunity to respond. Even though it is infrequent we work hard to be responsive to any customerconcerns that may arise.Cordially,Doug L[redacted], Principal