Washington County Tractor, Inc.

This customer continues to file poor reviews on multiple websites about our company.   As we have responded in other formats, the problem that he experienced with his tractor is not covered under warranty.  Despite New Holland offering the best warranty in the industry, dislocated hoses...

are the result of “wear and tear” on equipment.  We advised him before fixing his problem that it would not fall under warranty and charged him a fair price to fix it (our standard shop rate of $99 per hour).   We will gladly file his complaint with New Holland’s warranty department, but to list this as a poor customer experience on our file is not fair or honest. Our advise would be for the customer to call New Holland’s Corporate service department to lodge his complaint there…we are not the ones who create or determine the policy for New Hollands warranty.   [redacted]

Mr [redacted] is not accurately portraying his interaction with us.  From the start, he has demanded that we cover issues under warranty that are clearly issues that are the customer's responsibility. We have continually written off charges to meet his demands, but he has not been satisfied.On two...

occasions, Mr [redacted] broke thick metal rods in his mower by running over solid objects.  He blames that on WCT and says that his problems are based on our inability to fix the issue.  Each time, we replaced the solid metal rod.At the end of the day, we have written off over 70% of his bill.  We have covered blades, transport, etc.  His bill was $316.19...not $900. Please remove this complaint from our file.  We have been in business for nearly 80 years because we take care of our customers.  Please do not let a customer who has demanded special treatment be the one that tarnishes our reputation.  It is not fair nor accurate.

Complaint: [redacted]
I am rejecting this response because: 100% of what was stated by WC was emotional and not rooted in fact. Fact 1: This location is almost 2 years old and there has been at least four complete turnovers in their service department and at least one in sales since opening. The original family that owned the original  WC Tractor has sold the store many times over. It may be false advertising to insinuate one family has owned the business for 80 years. It sounds good on commercials.I can find my original sale and accompany it with the Husqvarna specification showing the unit purchased not being compatible for the lift. Selling something that is less than useless is wrong, or maybe a practice so the tractor has to go to the service department. I don't know that it reflects honesty, integrity or [redacted] standards as stated in their messaging, "Washington County Tractor's mission is to be the best in the eyes of our customers, employees, community, and industry, and to reflect honesty, integrity and [redacted] standards and values in all we do."These noble ethical people never once offered me the ability to return said item even though they were aware of it. Why would they, it would decrease profits.When I paid for the entire service I had never had an issue with the deck. It was about belts and blades. Since then which was minimal usage I have had ridiculous issues with the deck falling which had to be taken apart for the belt change. I took it in with minimal hours under the 90 day warranty and without authorization, legally required in the state of Texas, they charged me (at that point they would have kept the unit). With minimum hours the deck issue happened again, they picked it up to correct, and I was shocked when the service manager, fourth one since store opened said I needed blades pictures attached of the old blade with thread  attached and render. This happened in November when I ran over a line used to set concrete in work at the house in October. I did it. It would have been impossible to change the blades out in april and keep the thread on it.This is stealing. Then charging for services to repair bad mechanical service on top is worse. I am submitting to the AG for the consumer protection division as well. You shouldn't have to check a reputable businesses work. I cannot speak for all WC Tractor locations, just my experiences at this one. 
Regards,
[redacted]