Pat's Outdoor Equipment

I had brought a small chainsaw into Pat's for an estimate on a repair (saw inoperable), paid a $40 evaluation fee and expected a call back in a few days. The call back never came and I called them to find out about the saw about 10 days later; it was not yet looked at. I had to call twice more before an estimate was given. The lad on the phone told me that the repair had been started and that I owed $92.37 - the estimate fee was not deducted as I was told it would be if a repair was made. There was a caveat saying that if the gas line was replaced, the saw might not work and further work might be necessary. I became angered that a repair was made without my authorization and told them that, because of not authorizing the repair, I would not pay and wanted to pick up the saw. I was told to call back to speak to the shop manager and when I did, I was told that I had authorized the repair, that the manager was listening to my conversation with the desk clerk. I denied that and said that I would not pay for the repair. I got a call back with an apology, saying that there was no repair yet and that the clerk had misread my invoice. I told them that I would pick up the saw in a few days when they were next open, which I did. They were very civil during the pick-up and I left with my saw and a short length of plastic hose ($11 or so!) with the suggestion that I do it myself -"it would be easy". The saw - new - costs about $130 and the estimate was ridiculous; I should have been called sooner and told the repair would not be worth it as the saw was old and might be more that the cost of a new saw. Their service was slow and unresponsive and unrealistic with respect to the cost of a new saw. Even the hose, which looked no different that typical aquarium hoses, was excessively priced at $11+ for about 8 inches (less than $2 in a hobby shop).

Review: I brought in a weed trimmer for repair in 08/2012, for which I was charged $70+. I used this machine on three occasions prior to storing it for the winter. When I tried to use it again in 04/2013, it no longer functioned. I was told that this was because a entirely new problem had arisen during this time with the carburetor. I explained that I properly stored the machine for the winter, clearing it out properly. I was told that the new repairs would be $160+. I am now left with a non-functioning weed trimmer.

[redacted] could have just told me to get a new machine, but rather she took my $40 fee for inspecting the machine and then charged me another $30 to supposedly fix it. I am very unhappy with the service.

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]

Review: [redacted]

I am rejecting this response because:

I advised [redacted] that I had indeed put the fuel treatment as was discussed during my initial repair period. I then cleared the machine for the winter running the trimmer until it was completely empty so that no fuel remained in the carburetor. I was then told that it must have been my fault irregardless of what steps I taken to winterize my machine.

Regards,

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]

Review: [redacted]

I am rejecting this response because:

Regards,

In reading this response it is quite evident that [redacted] just contradicted herself from her first response. Initially she stated that I did not properly store my machine during the winder (which I did). Now in her most recent statement she is attesting to the fact that I did indeed add fuel treatment prior to storing and then clearing my machine for the winter. I believe that she knew my carburetor was faulty, but instead of recommending me to have it fixed or get a new trimmer which would have been less expensive, she fixed it knowing that it would not work again.

Yes I used the machine three or four times after having it fixed, but I soon realized it was having trouble starting up once again. The fees which she charges for a small repair are outrageous. I cannot in good faith recommend this company to anyone else in the surrounding area. I just bought a new quality Stihl weed whacker for $160. She charged me $70 just to clean a tube. Unreal.

V/r,